1st Gear Auto, Inc.

Good afternoon Ma'am, My name is Matthew C*** and I am the Customer Service Manager here at North Coast Auto MallAfter reviewing your file and pulling your information is has been determined that your credit was pulled by us one time onlyThis was necessary in order for us to
get the approval from *** *** I apologize if there was a misunderstanding on our partIf you have any discrepancies on your credit report we urge you to file a discrepancy report online with the credit bureau that you see it onThey will in turn reach out to us and we will provide any information necessaryIn our experience this is the quickest and most efficient way to have something removed from your reportThank you and I hope that you have a wonderful day Matthew C***

Looks like I didn’t click submit when I worked the complaintHere is the response we had preparedWe ended up switching vehicles for the customerSorry that the response didn’t get submitted on time, as we had it prepare on October 15th! Thank you for your help, as always! In the case of
*** ***, I have investigated this matter with the assistance and full cooperation of the sales, finance, and service staff at North Coast Auto MallMs*** alleges that her vehicle has had recurring mechanical issues, and that she has lost time at workAs a result, she would like for the dealership either to issue her a refund, or to provide her with a substitute and upgraded vehicle. Ms*** purchased a Chrysler PT Cruiser on September 19, from North Coast Auto Mall in Bedford The vehicle is covered by a month or 30,mile service contract, which mainly covers the major components of the power trainService records indicate that the dealership serviced Ms***’s vehicle two times since she purchased it, for repairs that were not covered by the service contractThe records also indicate that that Ms*** was not charged for either of these service visits. Upon receipt of her complaint, our finance, service and sales departments worked collaboratively to resolve her issueDue to the recurring nature of her service complaint and the desire to provide sterling customer service, management reached the decision to provide Ms*** with a substitute vehicleMs*** took possession of a Chevrolet Uplander on October 12, 2015. North Coast Auto Mall strives to achieve the complete satisfaction of each and every customer The dealership was sorry to learn of Ms***’s dissatisfaction as expressed in her complaint to your office, but was happy to provide this mutually acceptable solution for her. Thank You, *** ***

This complaint was closed todayWe issued Miss *** a $check and agreed to write down the balance of the vehicle

In the case of *** ***, I have investigated this matter with the assistance and full cooperation of the sales and service staff at North Coast Auto MallMs*** states that she began experiencing a mechanical problem that is causing a check engine light to illuminate only one day after
purchasing her vehicleMs*** indicated that her desired resolution is for North Coast Auto Mall to perform repairs regarding this complaint at no charge to herMs*** purchased a used Nissan Rogue on April 19, from North Coast Auto Mall in Bedford. A review of the records from prior to the sale indicates that Ms***’s vehicle was repaired for a condition that is similar to the one that she is now experiencing Upon receipt of Ms***’s complaint, our service and sales departments worked collaboratively to investigate her concernThe Service Director contacted Ms*** via telephone to verify that she had been in contact with the service staff to address the issueMs*** indicated that the vehicle is scheduled on May 18th for diagnosis and repair of the issueAfter confirming that the appointment was properly scheduled, the Service Director informed Ms*** that the dealership had attempted to repair a similar or identical condition prior to her purchase, and that the vehicle had passed rigorous quality control measures after that repair was madeIn light of the previous repair attempt, the Service Director explained to Ms*** that she would not be charged for diagnosis or repair of her vehicle for this continuing problemMs*** indicated during the call that this gesture would resolve her complaint to her complete satisfactionNorth Coast Auto Mall strives to achieve the complete satisfaction of each and every customer. The dealership was sorry to learn of Ms***’s dissatisfaction as expressed in her complaint to your office, and is happy to be able to offer Ms*** a resolution that fully satisfies herThank You, Oleg K***

To whom it may concern:We always strive to satisfy our customers in terms of vehicle service and repairsThe vehicle has some minor maintenance issues that aren't covered under the warrantyAfter reviewing the complaint and meeting with Miss ***, we offered her two options: 1.) fully repairing
any pending issues on the vehicle and forgiving the current amount that is due on the loan ($788)She is days past due on her paymentWe will fix the vehicle, and bring the loan current as a courtesyWe also offered to take the vehicle back, and offered Miss *** $while writing the vehicle balance down (no repossession would go on her record)Both of these options seem to be reasonable offers, considering that Miss *** has owned the vehicle for over a year, and the repairs we have performed all have been free of chargePlease let us know if either of these options will be acceptable, as we hope to close this issue as soon as possibleThank you for your time

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We can not except the option presented because it has been to long and do not currently have any of the receipts in questionThe biggest reason why we don't have the receipts anymore is because after a certain amount of time of seeing them, it kept making us mad and reminded us of a terrible experienceSo after a little while we just through both awayWe figured that the way we were treated though out this process and how hard it was to even get dings fixed, nothing would ever come out In our favor if we tried to get something else fixed after the purchaseWe should not have had to come to the Revdex.com to try and possibly get our money back if your representatives treated us fairly from the startThere isn't a single piece of paper with the cars info on it in our house because everything was so bad and we didn't need the reminder of what happened So unless there is some other way to come to a resolution my post will stay up as a warning to everyone else about the dealership.
Regards,
*** ***

Good afternoon Mr. ***, My name is Oleg K*** and I am the owner here at North Coast Auto MallPlease rest assured that our number one priority is ensuring that we create an environment that offers top tier customer service for our clients and that gives those same clients the best buying experience in the marketI would like to take a moment to apologize that you did not experience this with us and would like to offer an olive branch regarding your situationNorth Coast Auto Mall will extend your warranty coverage and give you months on topWe believe that this is an adequate solution and look forward to continuing to provide you with excellent service in the futureThank you very much Mr*** and I hope you have a wonderful day

In the case of *** ***, I have investigated this matter with the assistance and full cooperation of the sales and service staff at North Coast Auto MallMs*** states that she purchased her vehicle two weeks ago, and that a written promise was made to replace her windshieldShe
further alleges that the tires that are installed on the vehicle are the incorrect size Ms*** purchased a *** *** on March 3, from North Coast Auto Mall in Bedford. Sales records indicate that Ms*** was, in fact, promised a windshield replacement at no charge to her at the time of saleThe records do not mention anything regarding tires Upon receipt of Ms***’s complaint, our service and sales departments worked collaboratively to investigate her concernThe service department contacted Ms*** via telephone to provide her with contact information for a mobile auto glass companyIt was explained to Ms*** that she only needed to contact the auto glass company and schedule the windshield replacement at the time and place of her convenience, and that North Coast would pay the glass company directly for their servicesAs a measure of goodwill, the dealership has also offered to procure replacement tires for the vehicleMs*** will be charged actual cost for the tires, and will not be charged labor for their installationNorth Coast Auto Mall strives to achieve the complete satisfaction of each and every customer. The dealership was sorry to learn of Ms***’s dissatisfaction as expressed in her complaint to your office, and is hopeful that she will be able to schedule the windshield replacement in short order Thank You, Oleg K***

Tell us why here...Ma'am I attached a picture of the original document, not a copy, to my original responseIs that not your signature and your initials? I imagine it would be extremely difficult to fake initials and a signatureIf you still feel the need to see the original document you can feel free to stop by the dealership and they will show you however what I wrote prior still standsThank you and I hope you have a nice day

Dear Mror Mrs***,I am sorry to hear about your less than satisfactory experience with our companyPlease submit receipts for these repairs to my e-mail address and I will prepare a refund for youMy e-mail address is ***@***.comThe reason for the domain name being different on
my e-mail address is due to our other business in FloridaI hope this does not cause any confusion regarding the comment you made about our business changing namesWe have not changed our company name since the inception of the businessI hope that this is a satisfactory resolution and look forward to hearing from youThank you. *** ***

*** ***Jan to me Mr K*** and his associates Tyler B***, Tony K***r were very accommodatingAll three gentlemen worked vigorously to both change my perception of their dealership as well as resolve my concerns in a reasonable amount of timeFollowing my complaint, Mr K*** agreed to purchase the vehicle back with a fair market value and refunded monies paid for the previous purchase of the extended warranty The owner was very responsive and receptive to my concerns and communicated with me daily until a resolution was met. Thank you *** *** Sent from my iPhone

This transaction was completed over two years ago on August 6th, Since that time we have invested nearly $2,in repairs on her vehicleAll vehicles (new and used) require regular maintenanceIn this case, when we serviced the water pump, it had to be done because water was poured into the gas tankThis is a clear violation of the extended service contract that was purchased, but nonetheless, we helped with the repairs by paying for them to be done at *** of ***At this point this complaint should be redirected to that companyWe can not and will not be held liable for the poor repairs done by another company and the improper use of the vehicle We have done everything we can to help this customer and we are unwilling to do anything further

I Still would never never do business this company again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

In the case of [redacted], I have investigated this matter with the assistance and full cooperation of the sales, finance, and service staff at North Coast Auto Mall. Ms. [redacted] alleges that her vehicle’s GPS shuts her vehicle off three times daily, among other concerns. As a result, she...

would like for the dealership either to issue her a refund, or to provide her with a substitute vehicle with a lowered interest rate. Ms. [redacted] purchased a 2007 Jeep Commander on November 2, 2015 from North Coast Auto Mall in Bedford.  The vehicle is covered by a 24 month or 30,000 mile service contract, which mainly covers the major components of the power train. Service records indicate that the dealership has serviced Ms. [redacted]’s vehicle once since she purchased it, for repairs that were not covered by the service contract. The records also indicate that that Ms. [redacted] was not charged for the service visit. Upon receipt of Ms. [redacted]’s complaint, our finance, service and sales departments worked collaboratively to investigate her concern. The Service Department discovered that Ms. [redacted]’s vehicle is subject to a factory recall (NHTSA Recall Number 14V-438) which has been determined to be the cause of her concern. North Coast Service Department personnel informed Ms. [redacted] of this fact some weeks ago, and referred Ms. [redacted] to contact a Jeep dealer to repair the condition. Ms. [redacted] acknowledged the receipt of the factory communication to her, which contains specific instructions to the consumer. Due to current legislation, North Coast is unable to perform factory recall work, as we are not an authorized Jeep dealership. North Coast Auto Mall strives to achieve the complete satisfaction of each and every customer.  The dealership was sorry to learn of Ms. [redacted]’s dissatisfaction as expressed in her complaint to your office, and is hopeful that she is able to get this recall performed quickly and easily at the Jeep dealer of her choosing. Thank You, Joe O’[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted]Dispute Resolution Team Leader[redacted]@cleveland.Revdex.com.orgRE: [redacted] Dear Mrs. [redacted]:I represent 1st gear auto, Inc., dba North Coast Auto Mall ( “1st Gear”). I have reviewed the above- referenced complaint and we very much appreciate the opportunity to respond.In his complaint,...

Mr.[redacted] alleges as follows:The auto I purchased from this dealership was in a wreck, at the time of sale I was not told this and when I asked for the [redacted] report I was told by the salesman that they did not subscribe to that service. I purchased the car and after 2 sets of front tires I took it in for a front end alignment at which time I was informed that this car was in a wreck and that the front end was knocked 34 degrees out of align and could not be brought back to zero. I called the dealership and got the run around for 3 weeks and when I talked to a Mr. [redacted] I was told that they do not have to disclose the fact that the car was in a wreck. I have never in 44 years bought a auto that was in a wreck and feel they committed fraud by not disclosing this fact to me.See [redacted] Complaint. (Acknowledging that the vehicle has been driven for 3 years since the purchase, but demanding that supplier repay the b[redacted]ce of the consumer’s loan and repair the vehicle and do an alignment).First, 1st gear did not conceal or “fail to disclose” the vehicle history at the time of the sale. And second, [redacted] has driven the purchased vehicle for over three years and for nearly 140,000 miles. As explained in more detail below, this complaint lacks merit and the requested resolution is neither fair nor reasonable. Ohio automobile dealers must disclose to a consumer prior to sale if the vehicle is known to have previously had a salvage title. OAC 109:4-3-16(B)(29). 1st gear discloses to its customers all title defects (if any). In addition, 1st gear discloses all known prior material damage to a vehicle (if any). E.g., known structural damage, known total loss, and ect.. But it is not the responsibility of an automobile dealer to make a purchaser aware of every minor prior accident. Upon customers request however 1st gear obtains and furnishes customers [redacted] vehicle history report that can provide such information.The customers 2007 Hyundai Elantra Mr. [redacted] purchased from 1st gear did not have any known materials defect or major accident history. The vehicle sold by 1st gear with the original unbranded title. 1st gear did offer [redacted] the opportunity to have the vehicle inspected by a third party, but he chose not to have such inspection prior to purchase. (See vehicle delivery confirmation)In addition, the [redacted] history report shows a clean vehicle title, no “total loss”,  no structural damage, and no airbag deployment. Had [redacted] reviewed the [redacted] at time of purchase he would have been aware of that. Vehicle has no major accidents. (See [redacted],5/21/2012 accident report- vehicle hit parked car ; vehicle drivable).Mr. [redacted] purchased a used Vehicle from 1st Gear over three years ago, on May 23, 2013, with 76,402 miles on the odometer at the time of sale. See Buyer’s Order. The Vehicle now has 215,415 miles!!! Mr. [redacted] has driven the Vehicle for 139,013 miles since the purchase—he has, on average, driven more than 42,000 miles per year. The consumer fails to show any reasonable connection between a minor accident in 2011 and the vehicle having a steering or alignment issue in 2016, when he has so extensively driven the Vehicle all this time without a problem. The Vehicle, like every other used vehicle, simply reached a point when it needs to be repaired or possibly junked—it is a 10 year old car with over 215,000 miles. It is unreasonable to demand that 1st Gear pay off any remaining loan(s) on this Vehicle.1st Gear’s Service Director had multiple communications with Ciesicki. 1st Gear offered [redacted] to bring in the Vehicle to the dealership, in order for its mechanic to inspect (at no charge) and determine whether the problem can be fixed.

Good afternoon,   My name is Matthew and I am the Customer Service Manager here at North Coast Auto Mall. I would like to apologize to you for your experience with us. Payments and everything else is dependent upon your credit once your credit is run and submitted to the banks. By...

signing the agreement stating that you allow us to run your credit and submit you to different banks for verification and approval, you are allowing us to do so. I'm very sorry and would relish the opportunity to help you and create a more positive experience for you. Please feel free to reach out to me so that I can do so. As per your credit, we are not a credit bureau and cannot remove anything from your credit report. if you feel that there is an error please feel free to reach out to your credit bureau directly and file a dispute. Thank you and I hope to hear from you soon.  Matthew C[redacted]

Unfortunately we have NO WAY of predicting what will happen to a vehicle after 140,000 miles are put on it post-sale. We can not help you with this repair. It has been over three years since you purchased this vehicle. There is no warranty out there that covers a vehicle for 140,000 miles post sale, and we surely did not offer that at the time of sale.

Miss [redacted],  I am sorry for any inconvenience or misunderstanding that may have occurred in conversation with Igor. I will make sure to address this matter with him separately. I have reached out to [redacted] and have confirmed that the vehicle was paid off. Sometimes pay offs...

take time to complete due to funding help up by the bank you are not financing with.At this point the loan has been settled. If you submitted a payment to [redacted], please reach out to them and see if they will issue a refund. If you have any problems, please contact Vadim, or payoff administrator at [email protected] you have any issues I can be reached at [email protected] you! Have a wonderful day.Oleg K[redacted]General Manager

Dear Mr. [redacted],My name is [redacted], and I am one of the owners of North Coast Auto Mall.My goal is to resolve this complaint quickly and effectively for both parties! I have reviewed all of the information that you sent, as well as the documents that were signed during the closing...

process of the purchase.First, I would like to state some things about [redacted] that I have discovered over the years. It is an excellent tool to use during your research and decision making process, when going through an automobile purchase. The problem is, it's not always accurate. We share the information with all of our customers, simply because almost every person requests the information. Unfortunately, we do not have any say in what goes on the [redacted] history report, since it's a third party analysis of the vehicle's history. We use the information that the report provides, as well as our knowledge based on anything shared with us from the source where we purchased the vehicle. In this case we did have history of the previous structural repairs, and we did disclose that to you. I have attached the "ACKNOWLEDGMENT CONCERNING NOTICE OF VEHICLE'S ACCIDENT HISTORY" where we clearly identified that the vehicle has had prior structural body repair work. You signed off on this document acknowledging that we disclosed this information to you. Furthermore, I have done a quick internet evaluation of the vehicle and I am not quite sure how you valued the vehicle at $23,000-$25,000. This vehicle, considering the miles and age, has an average market value of $17,650 through our wholesale networks. The average trade in value for this vehicle is $18,750 according to the NADA. We will not be able to purchase this vehicle back from you, since you have owned it for over 18 months. I would be happy to appraise the vehicle, and assuming the vehicle is in decent shape, offer you a competitive trade-in amount for this vehicle. I would need to appraise the vehicle in person, and have our service department review it. Please let me know if this is something you would be interested in pursuing. I can be reached via cell at [redacted] or via e-mail at [redacted]. E-mail is the best way to get a hold of me. Thank you, happy holidays!