AutoNation Fiat of North Phoenix

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I purchased the Vehicle, I was assured that the problem would be fixed, IT WAS NOT! Now they are telling me that it's not a safety issue and that they are not going to do anything about it, and if I want it fixed I HAVE TO PAY FOR IT, or they will take the vehicle back. This is not an option in either case. I need this vehicle, and they need to be held accountable for their promises, REGARDLESS OF HOW MUCH THEY HAVE IN THE VEHICLE ALREADY.
I was told it was going to be fixed. they said they fixed it. the light came back on. I was told to bring it back again to be fixed. Again, they said they fixed it. the light came back on. I took it to a KIA dealership and made autonation pay for the diagnostic on the vehicle to see what was causing it. Shortly after that I was told that the result was the same that they have been getting and that it wasn't a safety issue and in their own words "we are not going to do anything more about it because we have too much money in the vehicle already"
This is not how a promise to repair works. You don't tell the customer it's fixed when it's not. They clearly knew how to fix this issue and just flat out didn't do it. I want it fixed and AUTONATION held accountable for it's lies.
Regards,
[redacted]

I couldn't have asked for a better experience with purchasing a used car. I did not go there to buy the car I ended up with, but we love it. We ended up with a 2011 Hyundai Azera Limited. I think we got a great deal plus they set us up with excellent financing through Wells Fargo at a great rate for a used car. and even gave up for first 4 oil changes for only a $1.00.

The guys at AutoNation FIAT also gave great service after the sale for a minor issue they agreed to fix when we bought the car. Go to AutoNation if you want to be treated fairly and all prices are clearly marked on the windshield of every car. I would recommend AutoNation over any other Dealer Group in the Phoenix metro area.

[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]. Spoke to owner, feel like price to fix is still too high. I still don't understand why we are not paying only $25 each of the first two repairs, per AZ Law 15 days 500 miles, which we have expressed this several times and still do not get a response. We were well in this time frame. Feel like we were strong armed to pay more. Need our vehicle back (school, work, 3 children, etc) So unfortunately paying on the high price we agreed to today (3/17/16) via phone at 2:48 pm. Not happy with outcome, just tired, exhausted of this situation for the last few weeks and would like my car fixed and returned to me. I hope this repair will be done professionally, correct and in a timely manner, with the warranty information of 12months/12k miles, as stated by owner we would receive. Owner stated a couple of days for repair. I am assuming my car will be ready no later than Monday 3/21/16 before close of business for me to pick up.  
Regards,
Matthew H[redacted]

My wife and I flew from [redacted] to [redacted] on Saturday morning (8:00 AM)August 13, 2016 to pick up Jeep from Auto Nation Chrysler Dodge Jeep Ram North [redacted], [redacted] . I had found a Factory New 2015 Grand Cherokee (100 miles on odometer) on the Auto Nation website for $26,888 (MSRP $37,580). I called to see if it was still in inventory and a guy named Fred said yes. I told him I would take it and fly up from ** over the weekend to pick it up and Fred said he would pick me up at the airport. Then Fred asked me if I was a veteran or had a car leased, I said no and he then said my price would be $28,888 (+$2,000). I basically called bull on this and he said he would have to call me back. Joe H[redacted], the sales manager called me a short time later and restated the $28,888 and I argued the website just has the Auto Nation price of $26,888. I offered to split the difference at $27,888 and Joe said he would check with his GM and call me back. A short while later Joe called back and said the best he could do was $28,200 and I said I wasn’t happy about the price but would take it. I told him to email the TT&L price and I would fly up Saturday morning with a cashier’s check. When we arrived a different salesman picked us up and gave us a ride. I gave the salesman the cahiers check for $31,032.85 and proof of insurance. While they were working on the paperwork I asked to take a test drive. When I got in the vehicle I immediately noticed a rock had hit the windshield about 10” from the top on the driver’s side (bigger than a dime star or pit) the salesman looked at it and agreed that it would not pass state inspection in its current condition. We went back to the show room and the salesman went to tell the sales manager about the windshield. Joe H[redacted], the sales manager came out to where my wife and I were sitting and asked what was wrong with the windshield and I told him it had been hit by a rock and had a moon shaped pit right in the line of sight on the driver’s side. Joe at this point got angry and sarcastically said “what is a moon? I don’t know what you mean by moon!” I told it had been hit by a rock and had a star or pit mark from the impact of a rock on the driver side. He became more agitated and asked “What do you want me to do about it?!!” I told him he could try to repair it but I think it needs to be replaced. He started yell at me that he did not have enough profit in our deal to fix the windshield and stormed off to his office. He immediately came back out with my cahiers check and said the deal is OFF! My wife and I along with the salesman were stunned. The salesman, who had shared his brief history selling cars on the drive from the airport restated there are days he doesn’t like selling cars and today was going to be one of them. The salesman then said I don’t know what else to say and walked away leaving us stranded. Kathy and I had never been treated with such disrespect. We are trying to replace our company's 6 Xteras with Jeeps and I had also located another used Grand Cherokee at another dealer just down the street and had planned to look at it after we bought the one from Auto Nation so I called them and they came and picked us up. The Cherokee we were interested in had just sold and eventually we decide to buy a used Nissan Versa for our runner in order to get back home. We did not get out of [redacted] until after 8:00 PM and drove to [redacted] and spent the night. Our original plan was to fly up and drive back in one day. I want to file a complaint. Just writing this has raised my blood pressure! Bait and switch on price, tried to sell me a new car that would not pass state inspection. We were treated rudely, unfairly and left stranded at Auto Nation. I am the past Chairman of the [redacted] Revdex.com and know the Revdex.com has specific standards for car dealers.

NO - NO Bad experience! Promises made & not kept. Bought a car on Jun 20th. The finance guy [redacted] is unprofessional, awkward and pushy. He does not want to run/talk actual numbers & fees until the docs are ready to be signed - pushing the warranty & extras too hard. Then made promises that the A/C would be fixed. But when we took it to the service dept they said the fix was not approved. [redacted] would not answer or return the 10 messages/calls & texts. Still haven't heard from him or gotten my [redacted] check that I was assured he would process. I spoke to a Manager 3xs about this & check is on it's way, but it is October and nothing! And to make matters worse, the smog/emissions was not completed which caused a delay with the MVD/registration & we had take it in to be smog checked. And, this held up the payoff of our trade in vehicle which ended up being 30 days late on our credit record. Again, not happy! One problem after another. We will not buy here again!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. 
I disagree with AutoNation Fiat’s contention that they repaired my vehicle.  My initial complaint, made within the period provided by ARS 44-1267, which states the seller warrants the vehicle will be fit for the ordinary purposes for which the vehicle is used for 15 days or 500 miles after delivery, was regarding a fuel leak.  As indicated by the smell of gas in my garage after the car has been parked there a short time, the car is still leaking fuel following three repair attempts.  Inspection by Pep Boys in Chandler revealed the fuel filler neck hose was loose and the hoses installed as the fuel filler neck hose and the fuel neck vapor hose are rated for coolant as opposed to fuel.  I contacted the [redacted] Corporation, the manufacturer of both hoses, to inquire about using coolant hoses for fuel, and [redacted], ASE Master Certified Application Research Engineer at [redacted], replied with the following (see attached): 
“Thanks for contacting [redacted]. In reference to your question, our Vulco-Flex Hose is a coolant hose, it CANNOT be used as a fuel hose. I apologize that the shop installed it on your vehicle but it should be removed immediately as this is not safe. We do offer fuel hose and I recommend that being installed in the place of the Vulco-Flex Hose.”
I do not consider the vehicle repaired because the fuel leak is still present, and I do not consider it “fit for the ordinary purposes for which the vehicle is used”, as warranted, when an unsafe condition exists.
Having had time to reconsider my position, I will consider this matter satisfactorily resolved if AutoNation Fiat arranges to replace any coolant hoses substituted for fuel hoses at their expense at an AutoNation
dealership in the Tempe Auto Loop, assuming replacing the coolant hoses with hoses rated for fuel resolves the leak.
A history and description of attached supporting documents follow.
 
·        I purchased a 1997 Ford Escort, VIN [redacted], and 12 month warranty from AutoNation Fiat North Phoenix on November 17, 2013.  The Retail Purchase Agreement, copy attached, was rewritten on November 19, 2013, for reasons related to financing and a change in the warranty price.  As shown on the agreement, I did not waive the Used Car Implied Warranty of Merchantability.
·        Due to a gas leak, I brought the car to AutoNation Toyota in Tempe on November 25, 2013.  I notified AutoNation Fiat Sales Manager [redacted] by email that the car had a gas leak on November 26, 2013 (email attached).  The leak was on the rear driver’s side of the car, in the vicinity of the gas tank and fuel fill hose.  Between November 25 and January 11, I returned the car to the AutoNation Fiat service center three times for repairs related to the same gas leak (invoices attached). 
         o  For the first repair, AutoNation replaced a fuel pump seal, rerouted the fuel filler neck hose, and adjusted a fuel tank strap.
         o  For the second repair, they replaced the gas tank, an unspecified hose, and an unspecified ring/ gasket.  However, the replacement tank had a crack.
         o  For the third repair, they replaced the tank a second time.
·        Following the third repair, I smelled gas in my garage after the car had been parked there a short period of time, indicating the car still had a fuel leak.  Because I no longer had confidence that the AutoNation Fiat service center would be able to properly diagnose the issue, I took the car to Pep Boys in Chandler, where mechanics discovered the filler neck hose was loose (invoice attached).  Pep Boys also told me hoses for coolant were used in place of fuel hoses, and that I could smell gas because coolant hoses were too permeable for fuel and were breaking down from contact with gas and vapors. 
·        Pictures of the fuel fill neck hose and fuel fill vapor hose installed on my car are attached.  One is marked with a part number for a heater hose (catalog description attached, which states “Caution:  Do not use for fuel or oil transfer applications”), and the other is marked Heater Hose.  Per the [redacted] Corporation, the manufacturer of the hoses, it is not safe to use coolant hoses for fuel (see attached email).
If any of the attachments do not come through, please let me know and provide an email address where I can send them.  In addition, if this documentation is not sufficient, please provide specifics as to what is required.
Thank you,
[redacted]
###-###-####

Unfortunatly, after much research, [redacted] has let us know that at the time of the purchase there was no manufaturer College Grad program.  The customer was told that IF there was such a program in place that they would be given the 500.00 but there was not a college grad program at that...

time (per [redacted])We are sorry for the inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not accept the business’ response.   While there are risks in purchasing a used vehicle sold “as is”, Mr. [redacted] is overlooking another statement included in the purchase contract in compliance with ARS 44-1267.  This statute protects me for 15 calendar days or 500 miles with an implied warranty of merchantability unless the vehicle is damaged after purchase by “abuse, misuse, neglect, failure to perform regular maintenance or to maintain adequate oil, coolant or other required fluid or lubricant or off road use, racing or towing”, or unless I waive the warranty for specific defects outlined in the purchase contract.  I reported the fuel leak within the required time and miles, and I did not waive the implied warranty of merchantability for any reason.  In addition, neither my son nor I abused, misused, neglected, failed to perform regular maintenance or to maintain adequate oil, coolant or other required fluid or lubricant, drove off-road, or raced the vehicle, and no damage was caused when professional towing companies referred by AutoNation’s Roadside Assistance Program towed the car to AutoNation Fiat for the purpose of repairs.  I resent Mr. [redacted] implication that the damage happened after purchase.  As I stated in my email to Mr. [redacted] dated 11/26/13 and copied below, AutoNation Toyota reported to me that the gas tank had been previously replaced and it was the wrong one for the car.  Apparently Mr. [redacted] believes that my son or I not only damaged the car, but we installed an alternate gas tank on our own, and the wrong one at that!  How absurd!
ARS 44-1267 also requires me to provide AutoNation Fiat with a reasonable opportunity to repair the vehicle.  By returning the vehicle three times for repair, I met this requirement.  No one offered me a refund during any of the three attempts to repair the vehicle, and saying otherwise is an outright lie.  One can see from my email to Mr. [redacted] dated 11/26/13 that I had concerns about the car’s safety and structural integrity.  Had I been offered a refund, I would have accepted it immediately.
It is time for Mr. [redacted] to accept that AutoNation Fiat’s mechanics are not infallible and overlooked serious problems with the car I purchased.  In reference to the first repair attempt, Mr. [redacted] states, “Deciding the repair in (sic) would be too costly to incur at the dealership level. . . .”  However, the invoice I received when I picked up the car states, “Replaced fuel pump seal, adjusted tank strap and rerouted fuel filler neck hose”.  These repairs are not costly.  The gas tank was not replaced until the second time I returned the car for repairs.  If Mr. [redacted] stands by his statement, I must assume that either AutoNation Fiat knew additional and costly repairs were necessary at the time of the first service and did not perform them, callously disregarding my family’s safety, or they misdiagnosed the problem and believed these low-cost repairs were the only ones required, calling into question the skill of the mechanics performing the “procedures in place to insure any pre-owned vehicle sold is mechanically sound”.   
Mr. [redacted] also states, “Airing (sic) in the side of courtesy, customer service and good will AutoNation Fiat has replaced Ms. [redacted]s fuel tank not once but twice at considerable expense”.  He neglects to mention that the first fuel tank installed was visibly cracked.  The service manager called it a hairline crack, but it was plainly visible.  I was able to see it from a distance of several feet.  This oversight further calls into question
the skill of their mechanics.  Of course I returned the car for repair a third time, as any reasonable person would have done.  Following the third repair attempt, there was still a strong fuel smell in my garage after the car has been parked there a short time, indicating fuel or fuel vapors were escaping.  A mechanic at Pep Boys determined the fuel fill hose was loose and that a heater hose had been substituted for a proper
fuel hose, again reinforcing the lack of confidence I have in AutoNation Fiat’s mechanics.  
As provided by ARS 44-1267, I am requesting a full refund of the Total Sale Price of the car and warranty, which was $6,204.29.
Regards,
[redacted]
1/23/2014 Gmail - Tell us about your Ford Escort
[redacted] <[redacted]>
Tell us about your Ford Escort
[redacted] <[redacted]> Tue, Nov 26, 2013 at 11:56 AM
To: [redacted] <[redacted]>
 
Hi [redacted],
I'm glad you sent this.  I'm going to wait to fill it out until after a safety issue is resolved.
Yesterday, the car started leaking gasoline. I took it to AutoNation Toyota in Tempe, which is close to my house.  They told me the bottom of the car shows signs of extensive prior damage, the gas tank had been replaced but not with the right one for the car, and two of the gas hoses were improperly attached. I was told that in their opinion, it was unsafe and never should have been put up for sale in that condition. [redacted] from AutoNation Toyota tried to reach someone at AutoNation Fiat yesterday to see how your location wanted to resolve the problem, but apparently no one was available. If you can help to make sure the problem is addressed, I'd greatly appreciate it.
I am upset about this for a few reasons, the first and foremost being that my son has been driving an unsafe car for a week. I'm sure if your own child had been put in that situation, you'd be upset too.  We all can be grateful that the only damage is that he is now disappointed his car is in the shop.
The second thing that upsets me is AutoNation Fiat did not disclose the signs that the car had been in an accident. Granted, the CarFax did not show any accidents, but apparently the damage was obvious once the car was up on the lift. I am certain the mechanics involved in reconditioning the car saw the damage.
In addition to fixing the gas tank and hoses, I would like the car to be given a complete inspection to ensure there is no damage to the frame or anything else affected by the accident, and to ensure it is safe to drive. The person who did the repairs obviously took shortcuts. I would like assurance in writing that the car will be safe once it's back in my son's hands, and that the frame, suspension, steering, etc, is sound. I'm not asking for a guarantee that something won't break - I just want to ensure the car isn't in a condition in which an insurance company would have totalled it, and that it is safe.
Thank you for your attention to this matter.
[redacted]
PS My son says he would also like a full tank of gas. :-)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

We have already been in contact with and the refund is on the way it should be recieved by 3/15. We are monitoring...

the situation every day until it is completed.

Dear Revdex.com,

Our position has not changed. We have made repairs to Ms. [redacted]s vehicle at dealership expense and consider the matter closed. Should you have any further questions please feel free to contact us.

Regards,

[redacted] - Sales Manager

AutoNation Fiat of North Phoenix

I couldn't have asked for a better experience with purchasing a used car. I did not go there to buy the car I ended up with, but we love it. We ended up with a 2011 Hyundai Azera Limited. I think we got a great deal plus they set us up with excellent financing through Wells Fargo at a great rate for a used car. and even gave up for first 4 oil changes for only a $1.00.

The guys at AutoNation FIAT also gave great service after the sale for a minor issue they agreed to fix when we bought the car. Go to AutoNation if you want to be treated fairly and all prices are clearly marked on the windshield of every car. I would recommend AutoNation over any other Dealer Group in the Phoenix metro area.

We have been in contact with the customer and given him different options as to resolving this situation.  As of 2/24 we consider this matter dealt with satisfactorily.

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not accept the business’ response.   While there are risks in purchasing a used vehicle sold “as is”, Mr. [redacted] is overlooking another statement included in the purchase contract in compliance with ARS 44-1267.  This statute protects me for 15 calendar days or 500 miles with an implied warranty of merchantability unless the vehicle is damaged after purchase by “abuse, misuse, neglect, failure to perform regular maintenance or to maintain adequate oil, coolant or other required fluid or lubricant or off road use, racing or towing”, or unless I waive the warranty for specific defects outlined in the purchase contract.  I reported the fuel leak within the required time and miles, and I did not waive the implied warranty of merchantability for any reason.  In addition, neither my son nor I abused, misused, neglected, failed to perform regular maintenance or to maintain adequate oil, coolant or other required fluid or lubricant, drove off-road, or raced the vehicle, and no damage was caused when professional towing companies referred by AutoNation’s Roadside Assistance Program towed the car to AutoNation Fiat for the purpose of repairs.  I resent Mr. [redacted] implication that the damage happened after purchase.  As I stated in my email to Mr. [redacted] dated 11/26/13 and copied below, AutoNation Toyota reported to me that the gas tank had been previously replaced and it was the wrong one for the car.  Apparently Mr. [redacted] believes that my son or I not only damaged the car, but we installed an alternate gas tank on our own, and the wrong one at that!  How absurd!

ARS 44-1267 also requires me to provide AutoNation Fiat with a reasonable opportunity to repair the vehicle.  By returning the vehicle three times for repair, I met this requirement.  No one offered me a refund during any of the three attempts to repair the vehicle, and saying otherwise is an outright lie.  One can see from my email to Mr. [redacted] dated 11/26/13 that I had concerns about the car’s safety and structural integrity.  Had I been offered a refund, I would have accepted it immediately.

It is time for Mr. [redacted] to accept that AutoNation Fiat’s mechanics are not infallible and overlooked serious problems with the car I purchased.  In reference to the first repair attempt, Mr. [redacted] states, “Deciding the repair in (sic) would be too costly to incur at the dealership level. . . .”  However, the invoice I received when I picked up the car states, “Replaced fuel pump seal, adjusted tank strap and rerouted fuel filler neck hose”.  These repairs are not costly.  The gas tank was not replaced until the second time I returned the car for repairs.  If Mr. [redacted] stands by his statement, I must assume that either AutoNation Fiat knew additional and costly repairs were necessary at the time of the first service and did not perform them, callously disregarding my family’s safety, or they misdiagnosed the problem and believed these low-cost repairs were the only ones required, calling into question the skill of the mechanics performing the “procedures in place to insure any pre-owned vehicle sold is mechanically sound”.   

Mr. [redacted] also states, “Airing (sic) in the side of courtesy, customer service and good will AutoNation Fiat has replaced Ms. [redacted]s fuel tank not once but twice at considerable expense”.  He neglects to mention that the first fuel tank installed was visibly cracked.  The service manager called it a hairline crack, but it was plainly visible.  I was able to see it from a distance of several feet.  This oversight further calls into question

the skill of their mechanics.  Of course I returned the car for repair a third time, as any reasonable person would have done.  Following the third repair attempt, there was still a strong fuel smell in my garage after the car has been parked there a short time, indicating fuel or fuel vapors were escaping.  A mechanic at Pep Boys determined the fuel fill hose was loose and that a heater hose had been substituted for a proper

fuel hose, again reinforcing the lack of confidence I have in AutoNation Fiat’s mechanics.  

As provided by ARS 44-1267, I am requesting a full refund of the Total Sale Price of the car and warranty, which was $6,204.29.

Regards,

1/23/2014 Gmail - Tell us about your Ford Escort

[redacted] <[redacted]>

Tell us about your Ford Escort

[redacted] <[redacted]> Tue, Nov 26, 2013 at 11:56 AM

To: [redacted] <[redacted]>

 

Hi [redacted],

I'm glad you sent this.  I'm going to wait to fill it out until after a safety issue is resolved.

Yesterday, the car started leaking gasoline. I took it to AutoNation Toyota in Tempe, which is close to my house.  They told me the bottom of the car shows signs of extensive prior damage, the gas tank had been replaced but not with the right one for the car, and two of the gas hoses were improperly attached. I was told that in their opinion, it was unsafe and never should have been put up for sale in that condition. [redacted] from AutoNation Toyota tried to reach someone at AutoNation Fiat yesterday to see how your location wanted to resolve the problem, but apparently no one was available. If you can help to make sure the problem is addressed, I'd greatly appreciate it.

I am upset about this for a few reasons, the first and foremost being that my son has been driving an unsafe car for a week. I'm sure if your own child had been put in that situation, you'd be upset too.  We all can be grateful that the only damage is that he is now disappointed his car is in the shop.

The second thing that upsets me is AutoNation Fiat did not disclose the signs that the car had been in an accident. Granted, the CarFax did not show any accidents, but apparently the damage was obvious once the car was up on the lift. I am certain the mechanics involved in reconditioning the car saw the damage.

In addition to fixing the gas tank and hoses, I would like the car to be given a complete inspection to ensure there is no damage to the frame or anything else affected by the accident, and to ensure it is safe to drive. The person who did the repairs obviously took shortcuts. I would like assurance in writing that the car will be safe once it's back in my son's hands, and that the frame, suspension, steering, etc, is sound. I'm not asking for a guarantee that something won't break - I just want to ensure the car isn't in a condition in which an insurance company would have totalled it, and that it is safe.

Thank you for your attention to this matter.

PS My son says he would also like a full tank of gas. :-)

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I rejected there response because that's a lie, they did tell us the previous manager was fired and also I did not say they switched our tired I said we had just bought new tires and now they are no good as if they were switched and there was no way that tore should have completely came off from me driving on the expressway the very next day less than 24 hours later! And as far as the servicing department maybe they are not familiar with what is supposed to be covered in Level 3 warranty. And I will not change my mind about the employees and finance manager being very rude, unhelpful and not having good customer service. 

And also the whom ever the person is that responded and said they couldnt help us with putting us into a new car stated that it was due to lack of available income, down payment and insufficient income that's a lie because they didn't bother to ask us to put any money down/down payment and our income is perfectly fine especially for the old cars that they tried to have us look at, come on really we're paying $412 for a 2007 Impala we put down almost $2000 for no one ever asked for a down payment. I was specifically told by the man that was helping me that the person who has to approve for us to get a new car simply stated "no we cannot put them in another car because they only had this one for a year" he told us that the approval person didn't even bother to look at our file he simply said no! I will be more than happy to give names if I have to or point who ever out because you guys are completely lying I'm sorry but that is the honest to god truth.

Regards,

Dear Revdex.com,

AutoNation Fiat has many procedures in place to insure any pre-owned vehicle sold is mechanically sound prior to being offered for sale. The 1997 Ford Escort (Stock #[redacted] in question had a reconditioning bill of $2,509.00 . The vehicle also...

spent 85 days at our dealership with absolutely no complaints of a fuel smell or damage to the undercarriage or the fuel tank. [redacted] Purchased the vehicle for $4126.30 agreeing to take on any future repair liability in writing. Any pre-owned vehicle sold is done so "AS IS" per Arizona Statute. We can not speak for any damage or issues that might have come up on the vehicle between Ms. [redacted]s purchase and the time our dealership was made aware of the complaint.

With that said, as soon as our dealership was made aware of the issue in question by our Tempe Toyota store, AutoNation Fiat had the vehicle towed up to our service center located at AutoNation Chrysler, Jeep, Dodge at our expense. Deciding the repair in would be too costly to incur at the dealership level our General Manager [redacted] requested Ms. [redacted] return the vehicle and offered a full refund. Ms. [redacted] refused, requesting the vehicle be repaired at our expense.

Airing in the side of courtesy, customer service and good will AutoNation Fiat has replaced Ms. [redacted]s fuel tank not once but twice at considerable expense. After initiating a series of repairs on the vehicle our initial offer to take back the vehicle and refund any money exchanged is no longer an option. AutoNation Fiat has done much more than obligated and considers this matter closed. Should the Revdex.com have anymore questions or concerns, please feel free to contact us at any time.

 

Regards,

[redacted] - Sales Manager

AutoNation Fiat of North Phoenix[redacted]

My wife and I flew from [redacted] to [redacted] on Saturday morning (8:00 AM)August 13, 2016 to pick up Jeep from Auto Nation Chrysler Dodge Jeep Ram North [redacted] . I had found a Factory New 2015 Grand Cherokee (100 miles on odometer) on the Auto Nation website for $26,888 (MSRP $37,580). I called to see if it was still in inventory and a guy named Fred said yes. I told him I would take it and fly up from ** over the weekend to pick it up and Fred said he would pick me up at the airport. Then Fred asked me if I was a veteran or had a car leased, I said no and he then said my price would be $28,888 (+$2,000). I basically called bull on this and he said he would have to call me back. Joe H[redacted], the sales manager called me a short time later and restated the $28,888 and I argued the website just has the Auto Nation price of $26,888. I offered to split the difference at $27,888 and Joe said he would check with his GM and call me back. A short while later Joe called back and said the best he could do was $28,200 and I said I wasn’t happy about the price but would take it. I told him to email the TT&L price and I would fly up Saturday morning with a cashier’s check. When we arrived a different salesman picked us up and gave us a ride. I gave the salesman the cahiers check for $31,032.85 and proof of insurance. While they were working on the paperwork I asked to take a test drive. When I got in the vehicle I immediately noticed a rock had hit the windshield about 10” from the top on the driver’s side (bigger than a dime star or pit) the salesman looked at it and agreed that it would not pass state inspection in its current condition. We went back to the show room and the salesman went to tell the sales manager about the windshield. Joe H[redacted], the sales manager came out to where my wife and I were sitting and asked what was wrong with the windshield and I told him it had been hit by a rock and had a moon shaped pit right in the line of sight on the driver’s side. Joe at this point got angry and sarcastically said “what is a moon? I don’t know what you mean by moon!” I told it had been hit by a rock and had a star or pit mark from the impact of a rock on the driver side. He became more agitated and asked “What do you want me to do about it?!!” I told him he could try to repair it but I think it needs to be replaced. He started yell at me that he did not have enough profit in our deal to fix the windshield and stormed off to his office. He immediately came back out with my cahiers check and said the deal is OFF! My wife and I along with the salesman were stunned. The salesman, who had shared his brief history selling cars on the drive from the airport restated there are days he doesn’t like selling cars and today was going to be one of them. The salesman then said I don’t know what else to say and walked away leaving us stranded. Kathy and I had never been treated with such disrespect. We are trying to replace our company's 6 Xteras with Jeeps and I had also located another used Grand Cherokee at another dealer just down the street and had planned to look at it after we bought the one from Auto Nation so I called them and they came and picked us up. The Cherokee we were interested in had just sold and eventually we decide to buy a used Nissan Versa for our runner in order to get back home. We did not get out of [redacted] until after 8:00 PM and drove to [redacted] and spent the night. Our original plan was to fly up and drive back in one day. I want to file a complaint. Just writing this has raised my blood pressure! Bait and switch on price, tried to sell me a new car that would not pass state inspection. We were treated rudely, unfairly and left stranded at Auto Nation. I am the past Chairman of the [redacted] Revdex.com and know the Revdex.com has specific standards for car dealers.

I did speak with Irma and she agreed that my mechanic would look at the vehicle to verify the concerns and agree to a $500. 00 credit (already was credited to her) for any future repairs...she has scheduled an appointment with the service dept. to inspect the concerns with the CRV...

Wednesday the 6th of April.  The vehicle prior to being sold had a 50 point inspection done to the vehicle to confirm it was safe to sell.  The concerns with the CRV with 159,000 miles will be inspected and addressed if necessary then.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. 

I disagree with AutoNation Fiat’s contention that they repaired my vehicle.  My initial complaint, made within the period provided by ARS 44-1267, which states the seller warrants the vehicle will be fit for the ordinary purposes for which the vehicle is used for 15 days or 500 miles after delivery, was regarding a fuel leak.  As indicated by the smell of gas in my garage after the car has been parked there a short time, the car is still leaking fuel following three repair attempts.  Inspection by Pep Boys in Chandler revealed the fuel filler neck hose was loose and the hoses installed as the fuel filler neck hose and the fuel neck vapor hose are rated for coolant as opposed to fuel.  I contacted the [redacted] Corporation, the manufacturer of both hoses, to inquire about using coolant hoses for fuel, and [redacted], ASE Master Certified Application Research Engineer at [redacted], replied with the following (see attached): 

“Thanks for contacting [redacted]. In reference to your question, our Vulco-Flex Hose is a coolant hose, it CANNOT be used as a fuel hose. I apologize that the shop installed it on your vehicle but it should be removed immediately as this is not safe. We do offer fuel hose and I recommend that being installed in the place of the Vulco-Flex Hose.”

I do not consider the vehicle repaired because the fuel leak is still present, and I do not consider it “fit for the ordinary purposes for which the vehicle is used”, as warranted, when an unsafe condition exists.

Having had time to reconsider my position, I will consider this matter satisfactorily resolved if AutoNation Fiat arranges to replace any coolant hoses substituted for fuel hoses at their expense at an AutoNation

dealership in the Tempe Auto Loop, assuming replacing the coolant hoses with hoses rated for fuel resolves the leak.

A history and description of attached supporting documents follow.

 

·        I purchased a 1997 Ford Escort, VIN [redacted], and 12 month warranty from AutoNation Fiat North Phoenix on November 17, 2013.  The Retail Purchase Agreement, copy attached, was rewritten on November 19, 2013, for reasons related to financing and a change in the warranty price.  As shown on the agreement, I did not waive the Used Car Implied Warranty of Merchantability.

·        Due to a gas leak, I brought the car to AutoNation Toyota in Tempe on November 25, 2013.  I notified AutoNation Fiat Sales Manager [redacted] by email that the car had a gas leak on November 26, 2013 (email attached).  The leak was on the rear driver’s side of the car, in the vicinity of the gas tank and fuel fill hose.  Between November 25 and January 11, I returned the car to the AutoNation Fiat service center three times for repairs related to the same gas leak (invoices attached). 

         o  For the first repair, AutoNation replaced a fuel pump seal, rerouted the fuel filler neck hose, and adjusted a fuel tank strap.

         o  For the second repair, they replaced the gas tank, an unspecified hose, and an unspecified ring/ gasket.  However, the replacement tank had a crack.

         o  For the third repair, they replaced the tank a second time.

·        Following the third repair, I smelled gas in my garage after the car had been parked there a short period of time, indicating the car still had a fuel leak.  Because I no longer had confidence that the AutoNation Fiat service center would be able to properly diagnose the issue, I took the car to Pep Boys in Chandler, where mechanics discovered the filler neck hose was loose (invoice attached).  Pep Boys also told me hoses for coolant were used in place of fuel hoses, and that I could smell gas because coolant hoses were too permeable for fuel and were breaking down from contact with gas and vapors. 

·        Pictures of the fuel fill neck hose and fuel fill vapor hose installed on my car are attached.  One is marked with a part number for a heater hose (catalog description attached, which states “Caution:  Do not use for fuel or oil transfer applications”), and the other is marked Heater Hose.  Per the [redacted] Corporation, the manufacturer of the hoses, it is not safe to use coolant hoses for fuel (see attached email).

If any of the attachments do not come through, please let me know and provide an email address where I can send them.  In addition, if this documentation is not sufficient, please provide specifics as to what is required.

Thank you,

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