Frema Motors, Inc.

We leased a 2015 Volkswagen Passat from Frema Motors. What we were told verbally by THREE salesmen does not match our written contract.May 30th 2015 my husband and I went to Frema Motors because they were having a sale that advertised getting a lower car payment. However, our situation did not allow us to have a lower car payment. We should have left then. We have a 2014 Chevy Cruze that we have rolled two previous vehicles onto, the advise of the salesmen was to just voluntary repo the Cruze, lease something from the dealership for two years and walk away free because the bank would not sue us for the remaining balance on the Cruze anyway. This gave my husband and I a bad feeling, surely the bank would come after us for $20,000. The salesmen continued to pressure us, asked us what car we would be interested in. We dealt with three salesmen that day. The first one we had originally got lost in the shuffle, I'm not sure why. We talked to a manager who went by "big bear". We then test drove a Passat. Still unsure of what we wanted to do, we said we would go to lunch and think about it. The manager "Big Bear" pressured us even more, he stated why go to lunch and think about it when you are going to make the same decision in the end anyway. We sat and sat at the dealership, then a third salesmen came and took us on another Passat test drive, he wasn't even sure why we was pushed our way, he had to ask us of our situation. He then stated he was probably brought in to hurry things along because we had been at the dealership a couple hours now. That day we dealt with two different salesmen, and a manager. I don't think any of them were actual Frema employees, they were brought in from out of town for the sale. We were told several times that once we were done with our TWO year lease we could just walk away free. However, I noticed our contract states a FOUR year lease. If my husband and I had known upfront it was a FOUR year lease we would not have agreed. We were also told by "Big Bear" that he could get our payment to around $415. However our contract is stated at $429 a month. When we received the car it had 121 miles already on it. The contract states the car only had 7 miles on it. With a lease every mile we drive will be accounted for, however we have been cheated out of 114 miles from the start. I am very unhappy with how everything has been handled. We were pressured to make a decision in a hurry at the dealership, we could not go to lunch and think about it. We were told verbally multiple times that we would be under a TWO year lease, not FOUR. Also our mileage on the contract is wrong. Our deal number is XXXXX.Desired SettlementI no longer wish to be held responsible for any remaining payments on this lease, I want to just turn this car back into the dealership and walk away. I love this car, it's very roomy, but the way everything was handled I want to just give it back to Frema Motors. It was not fair that we were pressured and that the contract is not what we were told verbally.Business Response /[redacted]/This customer has not contacted us about this matter. She did work with event team that was here. We were here also and I was never told she felt uncomfortable. She was signed out by my finance manager. At this time she was disclosed the term of the lease and signed the contract to those terms. I would be happy to discuss with them their concerns and see if I could help therm. However, as I have stated, the customer has yet to contact us. [redacted]Frema Motors, Inc.Dealer Principal/Owner Consumer Response /[redacted]/We have contacted the dealership. I emailed a complaint via Frema Motor's contact us link. I requested we speak with the owner on this issue. My husband received a call from [redacted] the next day. [redacted] did not assist us nor apologize for this matter, he simply explained to my husband what a lease was. We know what a lease is. Final Business Response /[redacted]/Customer can contact me personally for me to try to help them. Please contact me at Frema Motors. #X-XXX-XXX-XXXX#XXX-XXX-XXXXThank you,[redacted]Dealer Principal / Owner

My car engine seized in their possession. I want to be fairly compensated for the loss of my vehicle.Friday, February 7, 2014: Oil pressure alarm went off in the car while driving to Myrtle Beach, checked for oil, very little oil, put oil in car, alarm went off again, stopped driving, had car towed by AAA to East Coast VW in Myrtle Beach, SC.Monday, February 10, 2014: Got a call from East Coast VW saying that my oil filter had collapsed, said that it wasn't the oil pump. Work order from East Coast does not say anything about a collapsed oil filter in paperwork. Spent $1095.35In May of 2014, got my oil changed. The oil pressure alarm went off, got car towed to my house. Brought it to a garage in Benson, NC ** and H [redacted] told them what East Coast had said, they checked the oil filter and said that the oil filter had collapsed. Replaced the oil filter.October 2014: Brought the car into Frema Motors in Goldsboro, NC and complained that the engine was skipping. Told [redacted] the service advisor, about the oil pressure alarm going off in February several times and asked him to call East Coast to find out about that visit. Car was at Frema for several days. Found oil leak from engine. Removed and replaced valve cover gasket and cleaned oil residue. Also had the oil changed and a new filter. Spend $1155.26.November 2014. Driving on 40. Oil pressure light came on. Got home and checked the oil level in the car. Almost out of oil. Put oil in the car. Started the car the next morning. The check engine light came on and the engine started to make noises. Turned off the car and called Frema Motors and told them what had happened and said that I couldn't drive it to them. They sent a tow truck to pick it up. Called later that day to see what was going on and was told that they hadn't looked at it yet. Had a voice mail the next day on cell phone. Called back and was told that they had taken the car out on 95 and the engine seized up, had to be towed back to the dealership and that the car wouldn't even turn over now. Was told by [redacted] the service advisor, that [redacted] (one of the owners) was given the paperwork and she would work with me to give me the best deal on a car and that she would call me back that evening around 6 pm. Spoke with her the next day, she was given a different version of the story. Called her back later and she said that she had her service manager pull up a Carfax report on the car and that it showed that I hadn't had my oil changed during periods of ownership. Told her that I had gone to Advance Auto, bought the oil and filter and brought it to a local oil change shop and they changed the oil and filter for me (had to do this because they didn't carry the synthetic oil or oil filter for the VW at this oil change shop). I was also told that since the engine light wasn't blinking, they felt that they could drive it to see what was wrong with it. It had oil in it and they brought 4 quarts with them (mechanics). Went to the Frema Motors on Saturday. [redacted] brought the service manager in to meet with me and he had the Carfax report. He again said that it showed that I hadn't had my oil changed regularly. Told him that I had, that the paperwork was in the glove compartment of the vehicle. He asked me how did I know that the oil that I bought at Advance was as good a quality as the oil that VW had in their garage. I told him that I felt that he was accusing me of causing the engine to seize up. I told him that when I had a problem, it was always serviced at a VW dealership. I asked if they could find water in the brake fluid, why couldn't they investigate why the oil pressure light had gone off twice since it had been in the garage for an oil problem a month ago. I was told that it would cost me $4700 to have a new engine put in the car. [redacted] said that they would shave $700 off the price and would let me pay off the rest through a payment plan. She said that she would work with me when buying another car. I was offered $500 for my car.Desired SettlementFirst of all, accepting liability for this issue would be wonderful. Secondly, I want to be compensated fair market value for my car if it was running. KBB fair market value good condition with current mileage if traded to the dealer: $2331-3578. KBB fair market value good condition with the current mileage if sold to a private person- $4292.Business Response /[redacted]/A customer contacted Frema Motors Inc. in October 2014 to bring her vehicle in for service. The vehicle was in the shop on Oct.17, 2014. The customer had an issue with the vehicle missing and stuttering. The vehicle needed spark plugs and ignition coils. The customer agreed to have Frema Motors Inc. replace those parts. During the inspection the technician found oil leaking from the valve cover gasket in said vehicle. The technician noted it had been leaking for some time. The last time the customer had the vehicle in Frema Motors Inc.'s shop was Jan. 7, 2012 and the mileage on the vehicle was 121,096. The mileage was 170,677 when the vehicle was brought into the shop on Oct. 17, 2014 for repair. The customer agreed with replacing the valve cover. The technician replaced the part and filled the engine with oil to factory specification. Upon completion of repairs on Oct. 17, 2014, the customer picked up the vehicle and drove it back to Benson. On Dec. 15, 2014, the customer called Frema Motors Inc. stating there was no oil in the engine and the check engine light was on. Frema Motors Inc. sent [redacted] and [redacted] to get the vehicle and to give the customer a loaner car to use. At this time the engine was checked for oil and found to have the recommended amount. [redacted] and [redacted] then began driving the vehicle back to Frema Motors Inc. On the way back to the dealership the vehicle cut off. The driver was able to get the vehicle off the road and a tow truck was called. The vehicle was towed to the shop at Frema Motors Inc. Consumer Response /[redacted]/I was driving home on I40 the night of November 14, 2014 when the oil pressure alarm went off in my car, again.. Drove it home and checked the oil. Very little oil in the engine so added 2 quarts. Started up the car the next morning and the check engine light came on. I called Frema Motors that morning and talked to Charlie, my service advisor. I asked for my car to be towed to Frema in Goldsboro, because I was afraid to drive it. They sent a tow truck to my house, picked up the car and came to my school to drop off the loaner car and get the keys to my car. At that time, I told the tow truck operator that I had put in 2 quarts of oil e evening before. I called later that Wednesday and was told that they were very busy and hadn't yet worked on my car. On Thursday, I received a voice mail from [redacted] saying to call him. I was able to call later that day and he informed me that their mechanics took my car out onto I95 to see what was wrong with the car. I was told that they brought oil with them, but that the car did have oil in it. I was told by [redacted] that the engine seized up on I 95 and that they had to have it towed to Goldsboro. [redacted] then informed me that it would not even turn over at that point. I was told by him that [redacted], the owner was told what happened and that she would be calling me later to help work with me. She did not call me back that evening, so I called the next day. She seemed confused as to what had happened, so she told me that she would talk with the service manager and get back with me by 3 that afternoon. I called back at 5. At that point, she told me that she had Carfax reports on my car and told me that I hadn't kept up with oil changes. I told her that I had, but that since I lived in Benson and didn't get out of work until late (takes an hour to get there) that I went to Advance Auto Parts, bought the same oil and bought the recommended oil filter and took it to a local oil change shop to have the oil changed. I went to Frema Motors that Saturday morning. I had to meet with the service manager and her. The service manager accused me of not taking care of my vehicle. I told him the same thing about the oil change and he started to question if the oil that was sold at Advance was the same quality as the oil that was delivered to Frema. I told him that I had records of all oil changes and work completed on my car but that info was in my glove compartment of my car. I was told by [redacted] that it would cost $4700 to get a new motor but that they would knock off $700 and I could do payments. I was also told that I had to agree to have the car serviced there exclusively. In looking at cars there, I was offered $500 in trade in for my car. I went to Honda the following week and bought another car. They are now lying about what had transpired. I have all records regarding this. I had always brought my car to a VW service department for any and all repairs. I was basically accused of causing this to occur. I had the sense to have the car towed to the garage. They took it out and seized the engine. They gave said that no lights were on when they had the car, but when I was at Frema Motors that Saturday in NOVEMBER of 2014, [redacted], the owner, told me that they felt it was safe to take the car on the road because the check engine light wasn't flashing.jFinal Business Response /[redacted]/Re: Case #XXXXXXXX: [redacted]Frema Motors Inc. has worked with the customer's vehicle problem per Volkswagen's protocol. A vehicle was left for the customer to drive, when Frema Motors Inc. picked up the vehicle at her request, even though Frema was under no obligation to provide a vehicle. At this time Frema Motors Inc. has diligently tried to help this customer. Since the customer and Frema Motors Inc. could not agree on a solution, our legal counsel is working with the customer's legal counsel to provide an acceptable answer for both parties.[redacted]Frema Motors Inc.Dealer Principal/Owner