My name is Isaac Stubbs. I'm writing this email to express my dissatisfaction with the sales experience and demand the repair of my vehicle. I have communicated my concerns to the State licensing department for commercial automotive dealers and have copied them in this email for reference as this is required in the formal complaint process.
I had an unpleasant experience when my vehicle was brought into service on 04/23. It remained there until 12/30/23. After I picked up the vehicle on 12/30/23, the check engine lights came on after two hours. I took pictures of the lights and sent them to the service advisor's cell. I received a call from the service advisor on 01/02 Tuesday and informed them of the problems I was experiencing. They suggested I take it to another dealership, but I refused as I wanted Westway to fix the problem since they last serviced my vehicle.
I was informed that my warranty had expired since 09/11/23. I asked why I wasn't notified of this and was told that the service department had done everything they were supposed to do. I asked to speak to the manager of the service department, and I was directed to the finance department. Essentially because the vehicle had been in service for over 8 months which the warranty had expired. Shawn said finance could extend my warranty, so I spoke to Mrs. Angel Noguez in finance, who told me that the service department had lied to me and that they had no control over the warranty. She advised me to call the mechanical protection plan (MPP).
I called (MPP) and spoke to a representative named Robert, who informed me that my labor was still covered under the warranty and that the service department needed to diagnose the problem to determine if it was a mechanical error or human error. I tried calling Shawn who is in the service department to communicate this to him, but he has not returned my calls at any time.
I visited the dealership and expressed my frustration and concerns to Shawn, who lied to me, saying he would send a tow truck to pick up my vehicle for repairs since the vehicle is inoperable. He said I should expect it on Monday or Tuesday of this week, but I have not received any calls or texts, and it's already Wednesday.
I am trying to handle this situation as diplomatically as possible. However, if I don't receive any response, I will escalate this matter further by making this public on all social media platforms and other appropriate channels.
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I had an unpleasant experience when my vehicle was brought into service on 04/23. It remained there until 12/30/23. After I picked up the vehicle on 12/30/23, the check engine lights came on after two hours. I took pictures of the lights and sent them to the service advisor's cell. I received a call from the service advisor on 01/02 Tuesday and informed them of the problems I was experiencing. They suggested I take it to another dealership, but I refused as I wanted Westway to fix the problem since they last serviced my vehicle.
I was informed that my warranty had expired since 09/11/23. I asked why I wasn't notified of this and was told that the service department had done everything they were supposed to do. I asked to speak to the manager of the service department, and I was directed to the finance department. Essentially because the vehicle had been in service for over 8 months which the warranty had expired. Shawn said finance could extend my warranty, so I spoke to Mrs. Angel Noguez in finance, who told me that the service department had lied to me and that they had no control over the warranty. She advised me to call the mechanical protection plan (MPP).
I called (MPP) and spoke to a representative named Robert, who informed me that my labor was still covered under the warranty and that the service department needed to diagnose the problem to determine if it was a mechanical error or human error. I tried calling Shawn who is in the service department to communicate this to him, but he has not returned my calls at any time.
I visited the dealership and expressed my frustration and concerns to Shawn, who lied to me, saying he would send a tow truck to pick up my vehicle for repairs since the vehicle is inoperable. He said I should expect it on Monday or Tuesday of this week, but I have not received any calls or texts, and it's already Wednesday.
I am trying to handle this situation as diplomatically as possible. However, if I don't receive any response, I will escalate this matter further by making this public on all social media platforms and other appropriate channels.