Complaint Review: Southwestern Auto Sales - Mesa Arizona

My husband and I lived in Minnesota all of our lives. Having owned our own Manufactured Home Sales business since 2000. We did well and had good to excellent credit. We are very nice, kind, good, honest, thoughtful and I would like to think somewhat intelligent people. We did not intentionally ever try to take advantage of anyone and tried to help those that were not quite so fortunate. We seem to always put everyone else first before us. We also added a finance business with investors for helping people that could not get credit. Not because they were "bad" people but because they had some unfortunate circumstances happen in there life that caused this to be.

Now, I will back up a bit. In October of 2005 my husband was diagnosed with stage 3 Colon-Rectal cancer. We were not sure if he was going to live. He had to sustain months of Radiation and two different types of Chemotherapy 24/7. Two surgeries. The unfortunate news of the cancer spreading. Another 8 months of two different types of chemotherapy 24/7. Until he could no longer get out of bed, walk the stairs, feel his feet or fingers, be in constant pain, never being able to be away from the bathroom and always being cold. Many doctors appointments to see if they could help these terrible side affects. Nothing! Needless to say, where I am going, is that my husband was unable to work anymore. The doctors said that he would not get much better and should move to where it was warm, it may help they said. We closed the businesses, lost our home of 13 years and are in the process of filing bankruptcy. We moved to Mesa Arizona in May 2009. We have struggled between my husbands SSD and my working. It has been ruff, however, the important thing is that my husband is alive and we cherish each new day that comes. Last month (August 2010) the bank repossessed my car and my husbands truck. We could no longer afford the high payments we could earlier on. My husband was able to get a small truck borrowed to him from a friend for the next 9 months. I however, needed to get a vehicle to get to work. My husband and I drove around stopping at used car dealers and only running into the answer "No, I am sorry" we can't help you, each time for one reason or another. Then one day we drove into a company by the name of Southwestern Auto Sales-Buy here, Pay here! Located in Mesa Arizona. This would be the start of one of the worst experiences one could have. We were greeted by the salesman-Sam, They did not have a lot of vehicles on the lot, which bothered us some. Nevertheless, we saw a 2003 Chrysler PT Cruiser. Very clean and seemed to be in good shape on the surface. We asked about the car fax if they had one. He said that the owner has those they did not. We decided we would take it, however, we would like to drive it. We were told that the "Boss-Owner" had been driving it for the past month and that there was nothing wrong with it. Besides, he said "If there is anything wrong, you have a 15 day Warranty" He also stated, "you will be able to bring it back and we will fix/repair the problem for you." We were a bit nervous, but knew we did not have much time to make this happen. We also explained of our credit issues and my husbands medical issues, was not a problem we were told. We discussed the down payment of $1,000.00 and how much the payments would be etc. After going to a pawn shop to get rid of a couple of things, borrowing from family and cashing in the change jar, we were able to come up with a $1,000.00 for a down payment.

We went back the next day (August 11th, 2010) to sign the Sales Contract (see attached). While we were told that Joy would help us, another sales person ended up doing the paperwork with us. I noticed that the contract was not what we agreed on, so here comes Joy out from her office and she retyped the contract. (Thought she wasn't there?) While we were waiting another customer (one who already purchased) was very unhappy with his vehicle and all of the repairs it needed. Rather than taking it outside, the mechanic and the customer were getting into a somewhat heated discussion regarding the issues with his vehicle. It made me nervous, so I got up to talk to Joy in the office. I told her that I was uncomfortable with that and wonder if there were going to be problems with the car I was going to purchase. She assured me that there weren't any "after all the boss-owner has been driving it for the past month" she said. Seems as though I had heard that one already. Again, I asked if we could drive the vehicle. I was again told that you have a "15 day warranty" "just bring it back, we will take care of you" Also, "we are closing at 6:00PM so there isn't enough time." I decided to sign and noticed that my husband's name was not on the contract. We told Joy we wanted both of our names on it, she stated she did not have room to type both names but assured us that he is on it and that he will be on the title. I handed her the money in cash as "requested." Had our insurance man fax over proof of insurance and on our way we were. It seemed okay at first, however, by the time we got home I did notice a few things and wanted to make sure I reported them right away. Rather than calling, my husband and I stopped in within the next couple of days. I explained the problems to Joy as follows: 1. Terrible rattling noise when you close the drivers door-possibly that the window was loose? She (Joy) said. 2. The car shakes really bad when you are at a stop (light) in drive. It is so bad that you have to put it into neutral to settle it. Probably a motor mount-she (Joy) said. 3. The car shakes front end, steering wheel and seat between 60 and 70. That I was concerned that it was maybe the tires (as they are bad). PrObably a motor mount again she (Joy) said. Salesman (Sam) said "it is on the 60 freeway here that does it." 4. I asked about the oil, when it had been changed, since the boss-owner has been driving it for a month? They had no record of that. I asked for that to be changed, I was told no.

Finally, I explained to Joy that my work and pay schedule were changing and that the "Pick Payments" would be paid on different days then what was in the contract. She explained to me not to worry, not to make them too much later, no problem. I told her that I would make them on August 31st, 2010 and Sept. 7th, 2010 not August 24th, 2010 and Sept. 7th, 2010. Then our regular payments were to begin on the 22nd of Sept. 2010. She had no problem with that arrangement at all. I asked if I needed something in writing, she said no since she was the one who collected the payments. She looked at the mechanics schedule and said that he was very busy, could I wait until the August 23rd, 2010 and bring it in. I agreed since it would still be with in our 15 day warranty. On the morning of August 23rd, 2010 I called and explained that my husband and I were unable to bring the car in until August 25th, 2010. Would this still be okay? Joy was not in, but the girl said that would be fine.

On August 23rd, 2010 I noticed the brakes were making a hard rubbing noise that did not sound right. I telephoned Joy, but again was told she was not in. No one else could seem to help me. The following morning (August 24th, 2010) I emailed Joy at the email address I was given the night before. I never received a response! By late morning, I telephoned and said that we are bringing over the vehicle, too many issues that need to be fixed and I am scared to be driving it. I asked for Joy, again I was told that she wasn't in. She (would not give me her name) was very rude and agreed that I could bring it over. Thursday night 7:00PM (August 26th, 2010) Joy telephoned our home and left a message that the car was ready and was wondering why we had not picked it up yet. telephoned her back and she answered, I explained that no one called us to tell us it was ready. Also, that we wouldn't be able to pick it up until Saturday (August 28th, 2010). She said no problem and told me what they had done. Replaced a couple of brake pads, rotate the tires and balanced and fixed the rattle in the door. Stated that there was no motor mount issues and that "THE CAR SHAKES LIKE THAT WHEN THE AIR CONDITIONING IS ON." Oh my, I am not that dumb I said, that can't be why? She said that that is the way it is. She reminded me of my payment, I reminded her of my previous agreement with her. She said oh yeah that is right and still to pick up the car on Saturday (August 28th, 2010). What she said bothered me and I was concerned.

I talked with my husband and we decided to try and call the owner to talk with him and maybe we could get a different vehicle. Knowing our time was running out, I telephoned on Friday (August 27th, 2010) to speak with the owner. I was told his name was "Mike"-but could not be given a last name. I thought that was interesting and had to leave a message. Of course never got a return phone call. Saturday (August 28th, 2010). I telephoned Southwestern Auto Sales and spoke with a very nice girl- I think she said her name was Natalie or Nadine, (I am sorry I do not have that information) who listened to my entire story all over again. She agreed with me numerous times that this was terrible and agreed to call the owner at home. I told her to explain to him that if he did not have another vehicle that I wanted my Deposit back in full. She telephoned me back and said the owner told her to tell me he would deal with it on Monday (August 30th, 2010). I never received a phone call, so I called and asked for "Mike." He answered and I said who I was and started to calmly and politely explain to him my issues and concerns with the vehicle. He abruptly and rudely interrupted me and told me the car was repaired and ready to pick up. I asked him if I could speak after all, I am the customer. I again tried to explain and ask questions. I tried to tell him that there have been 10 reports on the car fax about this vehicle and was he aware? I told him that I would take another vehicle or my deposit back of $1,000.00. He hung up on me. I called back and asked for him. The woman on the other end said and I quote "What the F*k is up your a*s" and hung up.

I tried to call a third time and they let it go to the answering machine. I left a message that I would be by to pick up the vehicle before they close at 6:00PM. Again, no one called me back. I arrived at approx. 5:40PM on Monday, August 30th, 2010. My husband could not meet me until after 6:00PM, so I thought I would ask for the keys and put it out in the street. I went in, Sam the salesman was there. I asked him for the keys. He stated he can't do that. Just then a woman comes out of the office with a large black garbage bag of "some" of my personal items and told me that I could not have the car. I asked her why and she said because lowed my payment. I tried to explain the agreement I had with Joy. She did not care, would not try to get a hold of Joy and started to verbally harass/abuse me and swear. I asked her if she was the one that had such a potty mouth on the phone that morning. She answered smartly-maybe! I told her that I was going out to telephone the police to see if I can get my car. I waited a half hour before I had to get off the lot as they were going to close. The police never made it in time. I telephoned Southwestern Auto Sales around 6:30PM after I left. The answering machine was on, I left a message and said that we would be by to pick up the car Tuesday evening August 31st, 2010 with the payment early, even though it was not due yet. Again, never a returned phone call. I called Tuesday afternoon to find out if they received my message, I was put on hold, Mike came to the phone and said that because my insurance was canceled I couldn't have the car. I told him it wasn't canceled he again hung up on me. In the mail that day, Tuesday, August 31st, 2010 came a notice of repossession.

We believe we have been victims of The Lemon Law, an illegal or shady finance business/person or persons. We feel that we were mislead from the salesperson and the office personnel, mostly Joy. We also feel we were verbally abused by not only the office personnel but also the owner or supposed owner (Mike). I lost time off of work. In addition to the fact that both Marty and I suffered emotional affects from this situation. We hope to do everything it takes to not only receive our money back, but to display this situation along with the others I found. I am also going to the TV Channel 3. I am sending this to the Attorney General in addition to questioning his/her financing license and even though they are not listed with the BBB, I am sending it there. I have also filed for small claims court. These types of businesses should not be allowed to take advantage of persons who are down and out nor turn around and treat them like they aren't human beings and get away with it. More people in this area and around need to be aware of this business and others like it so as not to end up victims and or possibly worse off then they were when they thought they went to someone that cared and was going to help! This was not the way to handle this situation. This vehicle should have not been taken from us and resold. At it's very least we should have been given our money back in full. (Also, the rest of my personal items.) DO NOT BUY FROM THIS COMPANY AND REMEMBER DO YOUR HOMEWORK ON ANY OF THE OTHERS!!!