Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/19/24 I purchased a 2018 ***** Malibu from Southwest Auto. I had to leave it on their lot until 4/29/24 because I had to wait to get my insurance. Soon as I pulled off the lot it started smoking and smelling like something was burning. I called them right away and was told to bring the car back. I took it back and they said it was a heater coil and they replaced it but they took 5 days did not offer a loaner car. Once I got my car back I noticed mold in the back under my seats so I cleaned the carpet. 6/3/24 while trying to return to work from a lunch break my car cut off on me. When I tried to start it back it started smoking, shaking and making a loud screeching noise. Called them they came to get the car and said it was something with the hvac system and charged me $100 to fix it. 7/25/24 I noticed water flooding my back floors I then realized thats where that mold was coming from when I first got the vehicle. Called they said the hvac was unplugged and they plugged it back up and put the clamp back. Now fast forward to 8/23/24 my car was acting as if it didnt want to start once I finally got it started I was able to just about make it home when my car cut off at a very busy intersection leaving me in pretty serious danger! My family came to help me get the car jumped and home but once I got home I tried to let the car just run but it started shaking bad and cut off. I contacted southwest and told them what happen I asked to switch cars since this one is clearly a lemon, they said they cant do anything! My vehicle have been there in their repair shop more than its been with me! *** lost my job due to not having a reliable car and I have not been able to work since my car is not reliable. This is very poor customer service and a terrible look on this business. Selling clearly junk vehicles. I was in a terrible accident in my last vehicle(not purchased from southwest) and they knew this and still sold me a piece of junk. I need a reliable vehicle!

  

  Business Response

  Date: 08/29/2024

  Southwest Auto Sales appreciates your business. We have looked into the complaint and are sorry to hear of any inconvenience for the customer, but rest assure we have concluded we have honored all agreements with the customer as set forth at the time of purchase.

• Initial Complaint

  Date:06/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company does not operate on a Moral Fortitude theyre are very very dishonest and very very pushy!! They lie about the pricing of the vehicle that theyre showing you when they tell you that the banks only allow a certain type and price for a vehicle!!! The banks do not I repeat do not deal with numbers!!! They lie when they say the bank is requesting that you pay money upfront this is an outright fabricated lie!!! They lied to Me and coaxed Me into co-signing for My unlicensed daughter!!! They said we had to pay $500 and $2,000 dollars upfront!! This is also a lie!! They only care about their commissions and duping and taking advantage of the consumers. They have someone by the name of ***************** if thats his real name calling My phone demanding and trying to extort Money from Me and My daughter!!! These people are TRASH and they need to be dealt with accordingly!!! Im beyond disgusted with this company they represent Dishonesty and theyre Garbage People and Im sick to My stomach when it comes to this company and their so called practicing policies.

  

  Business Response

  Date: 06/20/2024

  Southwest Auto Sales appreciates your business. We have looked into the complaint and concluded we have honored all agreements with the customer.

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 ***** Malibu LT in November of last year. Since owning the vehicle for over 6 months, I haven't even put ******************************************************* the shop and dealing with issue after issue. The car died at the very first stop light after buying it, minutes down the road. Just days after buying it, the catalytic converter went out which wasn't under warranty, so I just decided that's fine, my mistake for not realizing and I'll fix it. Two days after replacing it, I was told I needed a new engine. My car went into "limp" mode and it spent the next 2 1/2-3 months in Southwests auto shop just waiting for repairs. I got a diagnosis from a shop to see just what was wrong with the vehicle. I've spent over $5000 on the vehicle just to make it even run. It still had engine issues. Southwest replaced the engine and left oil inside the entire air intake system ruining my new catalytic converter, which they admitted to doing. I called about twice a week to ask if there was any progress on my car and all I ever got back was "we'll call you back later today" to which I never got a call back. I had to call multiple times a day/week just to get to talk to someone. I had to call the sales department to get some sort of information, the ** even reached out to "try and help" but instantly stopped communicating and I couldn't ever get ahold of him again. I was fooled into buying a car that had over 10K worth of damages and underlying issues. I still make my $406 car payment every month on a car I regret everyday, it's been nothing but a hassle . I was even told by the ** they could trade me out of the vehicle, and once again, he never responded when I asked when I should come in and talk to him about it. Terrible customer service, no response to customer calls or even information. 20K on a vehicle that has been nothing but issue after issue with no resolve. Over 3K out of pocket in a matter of weeks.

  

  Business Response

  Date: 05/29/2024

  Southwest Auto Sales appreciates your business. We have looked into the complaint and concluded we have honored all agreements with the customer.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 **** escape on Feb 10 2024 yesterday March 5 2024 the engine light came on. I called to get it looked at I took it in also when the radio was on n I hit the brake the radio gets static In it . I paid ****** down I'm on social security and they told me the radio was something in the wiring and the engine light was crankcase sensor and would cost ****** to get it fixed ****** for the part and ****** for labor I haven't had the car a month yet they should fix it free of charge I feel they are taking advantage of me. I'm on a fixed income is there a lemon law or something they can get charged with. Please respond. Thank you *********************

  

  Business Response

  Date: 03/08/2024

  Southwest Auto Sales appreciates your business. We have looked into the complaint and concluded we have honored all agreements with the customer.

  Customer Answer

  Date: 03/09/2024

   I am rejecting this response because:now the vehicle is dieting on me and making other sounds that arent right. I bought this car in good faith that it would last me but after 3 weeks a sensor light comes on and now its dieting on me( Started dieing on me on 03/09/2024) it hasnt even been a month Im on a fixed income I feel that they knew the car wasnt reliable when they sold it to me but covered up things if this is how they do business I dont see how they are allowed to keep operating. 

   

  
  

  

  Business Response

  Date: 03/11/2024

  Southwest Auto Sales appreciates your business. We have looked into the complaint and concluded we have honored all agreements with the customer.

  Customer Answer

  Date: 03/11/2024

   I am rejecting this response because: after 3 weeks the engine light came on, started making other noises on 3/92024 died 2 times on me in the intersection I haven't received the title to put it in my name . I put my foot on the brake if the radio is on it gets static in it and can't listen to the radio I feel they covered up these problems long enough to get it off the lot and that they should fix them . I'm a senior citizen on a fixed income and feel I was taken advantage of in my first response to sending a complaint I included all the paperwork they had given me . I just want them to take responsibility and fix the car .
  Still have more pages but only let me do 5 rest are in original complaint .
  
  

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a car from Southwest Auto Sales on 6/21/23. It was a 2015 ******* sonata. After we had bought it we came to find out that it went through oil like crazy. Then they end up telling us that this model and year was known to go through oil. We were never told this when we were considering buying it. If they had told us this we never would have got it. Now they've had it at their business and their service department for at least 5 weeks now maybe six. It still has no engine in it. And yes we bought an extended warranty with it too. According to protective asset protection which is the extended warranty. It has carbon buildup in the cylinders. They just keep dragging their feet and dragging their feet and it looks like we're never ever going to get this car back again. We've had it for about 8 months now and we've made the last two payments and it's been sitting there in their service department during this time.

  

  Business Response

  Date: 03/05/2024

  Southwest Auto Sales appreciates your business. We have looked into the complaint and concluded we have honored all agreements with the customer.

  Customer Answer

  Date: 03/07/2024

   I am rejecting this response because:
  
  This is all concerning our 2015 ******* sonata. I don't understand how they feel like they've satisfied our complaint. The car is still sitting there with no engine after all this time because of the inspector. Supposedly rejecting our extended warranty saying this wasn't covered. Then why did we even get this warranty if it's not going to take care of this. We did not need to but we trusted you and you've completely let us down. All we want is our car back we only have one car *** is returning to work next week on the 11th I believe it is and I would like to return to work also but I cannot do that with only having one car. So right now they are absolutely killing us financially but apparently that's okay. We either want our car fixed or we would like a different car and exchange that is comparable to what we have with basically the same payments this is something they've never considered and this is something we would like them to consider. So in my opinion they have two options they could they could fix the ******************************************************************************************* get us a comparable vehicle in exchange for the 2015 ******* sonata we're tired of all their him hauling around and it just seems like they're just dragging their feet this goes on week after week. And apparently now the big wigs at Southwest Auto sale are dealing with the extended warranty people and we're still not getting anywhere so somewhere down the line somebody has to give a little bit for this to work you know that's all I'm saying they need to stay on these people 7 days a week or nothing's going to be done

  

  Business Response

  Date: 03/07/2024

  Southwest Auto Sales appreciates your business. We have looked into the complaint and concluded we have honored all agreements with the customer

  

  Business Response

  Date: 03/15/2024

  ******************* purchased the vehicle in question on 06/21/23, she brought her vehicle in for oil consumption on 1/15/2024. We verified that the engine did have oil consumption mechanical issues. We reached out to the extended warranty company; they requested us to open the engine 3 different times for further diagnosis . Then they sent an inspector out once the engine was completely apart. The extended warranty  said unfortunately it was not covered due to ring failure and rings were not a covered component.  We let the customer know they did not cover it and at this point the vehicle had been here a month. We also told the customer that we would further talk with extended warranty to try to fight for her.  We have sent all the information to the extended warranty company and I still have not got a response back. It's literally a waiting game and we have gone above and beyond for this customer. She has also had a loaner from us for 30 days even though we dont usually allow loaners.

  At the time of the sale the customer signed several forms stating that they knew the vehicle was being sold AS-IS with the exception of the extended warranty they purchased at time of sale. Southwest Auto was not liable once she drove it off the lot and assumed ownership.

• Initial Complaint

  Date:01/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached a PDF with a summary of what happened, but in short, I purchased a 2016 ****** WRX from southwest auto on September 29th 2023 and on my way home from the purchase the check engine light came on. I took it to be serviced and after quite some time they rebuilt the engine and it was still broken. They sent it to ****** to be repaired and ****** said that it was improperly reassembled and the engine block was ruined and needed to be replaced.As a resolution *** and **** (the general manager) forced me into a 2020 WRX that is not functioning properly.Now, I am stuck with a car that still needs a lot of work, has no radio, and I drastically overpaid and now have a car payment that I can not afford because I was forced into this vehicle because of a mistake that Southwest Auto sales made. I do not know what to do now. Please help me.

  

  Business Response

  Date: 02/09/2024

  Southwest Auto Sales appreciates your business. We have looked into the complaint and concluded we have honored all agreements with the customer

  Customer Answer

  Date: 02/09/2024

   I am rejecting this response because:
  
  They did not honor there agreement and did not fix the vehicle in question, then forced me into another vehicle so they could recoup the cost that they lost in repairing the vehicle. I ***** picture evidence that they overcharged me. Also, they refuse to fix the car that they sold me that is also broken! 

  

  Business Response

  Date: 02/14/2024

  Southwest Auto Sales appreciates your business. We have looked into the complaint and concluded we have honored all agreements with the customer.

  Customer Answer

  Date: 02/15/2024

   I am rejecting this response because:
  
  They are wrong and did NOT help with this situation, in fact they made it worse because i have another broken car they sold me and needs $5-8,000 worth of repairs and they refused to fix it.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle from Southwest Auto in September 2022 and the day after I bought it, it was not functioning. I brought it back and asked for free repairs and was sent on my way only to be back within a couple weeks. After over a year of this vehicle breaking down every couple weeks I have spent thousands of dollars in repairs and the owner admitted to me it was a lemon vehicle but has not shown any remorse in fact has declined me services and is now denying it for the sake of not being sued. My vehicle is currently broken down and done for. They have been so out of pocket with how they are speaking and have been beyond unprofessional. They claim to not offer loaner vehicles but have given me one only on 2 occasions out of the many times I have been without a vehicle during these repairs and have missed work. The last time I was there, I witnessed them giving a woman a loaner vehicle but they would not allow me to have one. I questioned them and have a recording of the owner saying I choose not to give you one because I just dont want to. They are deceitful and have numerous amounts of reviews of the same experience I have had. They scam people by selling auctioned lemon vehicles that you are stuck with and have to constantly put more money into just to function. I am now without a vehicle and in loads of debt because of these people. My life has been miserable because of this experience and I have no option but to file for bankruptcy. I want my money and life back!!!! I have evidence on recording and it needs to be listened to!!!

  Customer Answer

  Date: 01/25/2024

  I filed a complaint but was denied because purchase was more than 12 months ago, but Ive been having issues with this company from day of purchase to present and my warranty is still currently active, but there was mention in that denial that it wasnt. They are aware they sold me a lemon vehicle and it is not functioning, they have also declined me services.

  

  Business Response

  Date: 01/30/2024

  *******,

  I deeply applogize for you feeling like you are not a valued customer. Every manufacturer occasionally produces a "lemon vehicle". These vehicles can be tricky to all as, the future problems don't present themselves in inspections. I can tell you that we will not intentionally look to buy these types of cars for resale nor will we intentionally sell one to a customer if we feel that it would be one. Hopefully it is not too late for you and I to have a conversation about your experience and about how maybe we can assist you in your current situation. Please at your convenience reach out and give me a call at ************.

  Thank you and look forward to a talk with you,

  **************

  Customer Answer

  Date: 02/04/2024

   I am rejecting this response because:
  
  ************ while I appreciate you taking the time to respond to this BBB complaint, I am confused by the response. The vehicle that I was sold as a single ******************************************* was clearly one that has major documented deficiencies. I have brought the vehicle in on now several occasions with documentation each time on series mechanical issues that have existed since the onset of me buying this vehicle from Southwest. Most recently ************************* met with me on a few occasions and represented to myself and my father that he is the highest ranking person that we can speak to and is the managing partner I have recorded conversations with *** whom is clearly heard saying that I dont have to do anything to help you miss. As well as this is not our problem. Further troubling is when I challenged *** on our latest recording as to why I was not offered a loaner from Southwest to need a week plus to once again evaluate my major mechanical issues and leave me carless yet again *** proceeded to tell me that Southwest does not do that, yet I just witnessed them issue a loaner to the customer before me. *** proceeded to say I dont have to issue you a loaner if I dont want to I am more convinced today than ever that I was taken advantage of as a young female and the audio that I have of the senior management at Southwest will support the discriminatory nature in which Southwest has treated my claims. When I tell you that I have brought the vehicle in now 6 plus times and the issues have stemmed from issues since I have drove the vehicle off the to lot I am very serious. I have had ******* Auto document the issues that I was handed on the vehicle and most recently resulted in ******* being mortified by the very shotty nature in which the catalytic converter was molded on the vehicle causing it to simply stop working. *****, if you truly do care about customer service, being good for your word and proving that you are not discriminating against me for being a young female, then you would engage in fixing all of these well documented issues, addressing how someone like *** could be a managing partner yet caught on audio demeaning and discriminating against a young female and why I have had to go to these measures to get your team to even address this matter in the first place. I would expect a company to care more about a client whom can document the amount of times that they have brought a vehicle back to them with serious mechanical flaws that existed since the onset as well as the fact that your staff has done nothing to remedy them other that gas light their customer. If you desire to make it right, then fix the issues that I have presented to your team at your cost so that I can have a dependable vehicle to use and not have to tow my car back to you yet again, get my parents to take me to and from work for a week at a time and move on with my life.
  

  

  Business Response

  Date: 02/09/2024

  Southwest Auto Sales appreciates your business. We have looked into the complaint and concluded we have honored all agreements with the customer

  Customer Answer

  Date: 02/11/2024

   I am rejecting this response because:
  
  Absolutely nothing was honored or resolved. I am still in the exact same position I have been for the past year and a half. My vehicle is not functional or reliable and once again I will reiterate that the last time I went in for repairs, I was told to not come back and its not your guys problem as well as told I could not have a loaner vehicle simply because *** didnt want to.so what was honored and resolved? 

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have driven the Audi 2021 A5 less than 800 miles, and the service engine light is on. I have had the car parked for most of the 2 plus months I have owned it. They have refused to provide a diagnostic to determine the problem. Originally, I asked them to provide the diagnostic service at their shop. Now, I want them to pay for the local ************ dealer to run the diagnostic because I have no trust of them. The photos I have provided show the title of the car with purchase date and odometer reading. The other picture of a recent mileage was taken on the first day I complained to them about the issues. I have probably driven the car another 200 miles since this picture was taken. The other picture shows the malfunction error which has appeared repeatedly. Now, the check engine light is on.

  Customer Answer

  Date: 01/03/2024

  I am requesting repair in the form of diagnostic evaluation. I do not seek to have the company do the service or pay for the actual repair to the vehicle. I am requesting that they pay for the diagnosis of the vehicle that they sold to me. I want to discover the depth of the repair, and I think that they should be responsible for the cost of the discovery since it has occurred so quickly after the purchase as is demonstrated in the original complaint. I do not think that they will pay for the actual repair, despite my desire that they would.

   

  Please note that I do not want their shop to do the diagnosis because of tensions with management and their refusal to do anything. I don't want the work done at Southwest Auto. If I need to have the local Audi dealer do the diagnostic evaluation and then submit the bill for this service in order to process this complaint, please direct me to do so. Thank you. I appreciate having someone to offer a voice other than my own.

  

  Business Response

  Date: 01/03/2024

  ************,

  My apologies for any frustrations your recent purchase *** have caused you. We take great pride in doing our best to make sure that the used vehicle you are purchasing is in the best working condition, unfortunately as I am sure you can understand, sometimes things happen that cant not be foreseen. I have attached several documents for the record:

  1. Buyers Guide, showing that you received a commentary 3 month or ***** mile powertrain warranty

  2. Copy of said Warranty, with a $100 deductible

  3. Document stating that if something on your used vehicle were to happen, you are now taking ownership of the used vehicle you purchased.

  4. Document showing that an extended service contract was offered at purchased and declined.

  5. Due ****, stating that all expectations were meant and we did not offer anything further.

  6. Copy of a work order for your first commentary oil change, where you asked that the check engine light be reset

  These documents indicate that there was a mutual understanding that not all used vehicles are perfect and will remain perfect. At the time of the signing of all documents there was agreed upon ownership change. 

  With all of that said, I would be more than happy to talk to you and discuss how we can work this misunderstanding out. Please feel free to call me direct at ************ to discuss Southwest providing you help with the diagnostics on your used vehicle, as you can see in the attachment's you have some time remaining on the commentary 3/3 powertrain warranty. If it were to fall out of the scope of the warranty provided, we can discuss options of how we could assist you.

  Customer Answer

  Date: 01/05/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealership sold a subpar vehicle with crash did not inform the buyer, hid it, front under and right rear damage causes wheel to scrape, did not allow to take to a mechanic by pressuring that it would sell, did not disclose damages, did not do service on brakes or fluid engine and brake, tire are all loosely bolted almost too loose, did not add gasoline when sale finalized for customer.

  

  Business Response

  Date: 10/18/2023

  Left message for ***************************** to call me back to schedule an appointment to get somethings in the complaint checked out and addressed on 9/22/23 at 10:22 a.m. No call back to sales or service yet. 

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stopped to look at their 2020 ******* Mkz on Saturday 11/26/2022, test drove the car and made a deal on the car, left the car there to get window tint and detailed, I picked up the car on Tuesday evening when it was finished at roughly 5:30 pm 11/29/2022, it was dark and raining, drove home pulled in the garage around 6:15pm and noticed both front doors have a significant amount of rust on them, (no disclosure on the rust was provided) text my salesman ***** at 6:30pm and notified him of the rust and sent pictures, also told him that I wanted to bring the car back, and was told he would check with management and let me know what they can do, I never heard from ***** so I text him at 10:47am on 11/30/2022 and ask what we need to do, and told him I can bring the car back first thing on 12/1/2022, He said he spoke to his ** *****************************, and he isnt willing to do anything to fix this. I ask for the ** to call me, and I didnt receive a call back. I called ******* the ** at 4:09pm on 11/30/2022, spoke with him and ask for a refund on my purchase and that I would bring the car back, and let him know all I did was drive 38 miles home saw the rust and parked the car and contacted ***** the salesman, told him this doesnt sit well that I paid 35k for a 2020 ******* with ****** miles only to find rust when I arrived home. He didnt offer any resolution, and refused to give me money money back. Said he would call me back and I never heard back from him via phone.Thanks ***

  

  Business Response

  Date: 12/28/2022

  *********************** started his search on 11/20/22 on AutoTrader and ended up finding the great deal on ******* so asked if it was still available. Went back and forth with some emails about ******* and condition which even included more pictures from the salesperson on 11/23/22. On 11/23/22 *********************** replied with (Looks great, what are your hours Friday and Saturday? *****************) ****** decided to come in on Saturday 11/26/22 at 11:35 in broad daylight to look it all over and test drive the 2020 MKZ. *********************** came back from the test drive and had decided that he really liked ******* so much that he made a written offer. Southwest Auto Sales is willing to pay for a repair bill to a body shop in ******* that we have done business with.