Cars of Richmond, VA

We are sorry to hear about this matter and appreciate the opportunity provided by the Revdex.com, to allow for our rebuttal We included a detailed explanation of the actual chain of events (as some of the facts have been inaccurately reported.) Please accept the following as our rebuttal.The vehicle did not have engine issues since day one The vehicle was test-driven by the client before purchase (as we require with every sale we conduct in our retail facility) and no issues were mentioned Three days after purchase, the client complained about a noise in her left wheel when braking, which raised our curiosity and prompted to us to offer the client a free diagnosis without delay The vehicle had just been inspected and we assumed that it could only be something minor Once our technician inspected the vehicle, there were no signs of any defects to the wheel or any suspension component When we told the client, she insisted that issues were present on the vehicle, especially when braking After another road test by our technician, we decided to replace the rotors despite the old ones showing no visible damage We guessed that the surface of the rotors may have been slightly indented, although we could not spot any damage The customer left happy with the vehicleA few days later, the client complained that the noise remained so we urged her to drive back to us Once again, no issues were found but the client insisted that she feared for her safety and that a mechanic she knew had checked the vehicle and asserted that the issues pertained to a bad wheel bearing We examined that part once more only to find no issues with it Once we explained it to the client, she explained that she “knew what a bad wheel bearing would feel like” from her experience with vehicles and that she would only be satisfied if we replaced it She mentioned that if she were to fix it, she would not be able to make her payment due in a few weeks We agreed not only to replace her bearing with a new part but also to wave her due payment (Proof of record available), just to achieve her full satisfaction and peace of mind Again, the customer left happy in her vehicleA few days go buy and the client contacted us a third time about the same issues (Thumping noise, brakes grinding, and wheel bearing) At this point, we advised her to get a third-party opinion and to notify us of their diagnosis so we can address any necessary issues She explained that she did not know anyone in town so we referred a few places, some of which were [redacted] , [redacted] ***, and [redacted] It was solely up to her to choose the repair facility Once the customer took her vehicle to [redacted] , she was having issues communicating with their staff so we took the time to mediate between them and provided timely updates to the client, which she appreciated A few days pass and the vehicle received new parts and the repairs were covered -in full- by the third party warranty company, which we assigned to the client at the time of sale, as we do with every retail vehicle sold The client picked up the vehicle on March 28th and expressed her satisfaction with our handling of the situation (Proof of record available.) We reached out to her on April 4th via phone and email, to follow up and no further issues were mentioned Later, on April 25th, we contacted the client to request a payment since her account was past due and it was not until then that we heard about the new issues We again showed concern and offered recommendations but the client insisted on a full refund or vehicle exchange, neither of which was an available option to us, per our sales terms All sales are final and all vehicles are sold AS IS, with a months/miles Power-train warranty to help in the case of unforeseen events Furthermore, we strongly encourage bringing a mechanic to check the vehicle of interest PRIOR to finalizing any saleAll of this comes to great costs to us but we deem it necessary to protect the interest of our clients and our interest at the same time(There are always cases of vehicle mishandling or abuse after the sale, and we cannot be held be liable for anything that happens to a vehicle after it leaves our premises.) In conclusion, this is far from our ideal scenario and we understand our client's frustration However, we have invested time and money in addressing every issue, based on the client's requests When all failed, we sought the expertise of certified shops that could service her issues through her warranty We have followed -and continue to follow- through with every step necessary and with every resource available to us to ensure her full satisfaction Our collection department has been very lenient in preventing this account from reaching a delinquent status, despite multiple past due payments being owed to this day We sincerely hope that the client will realize that our ultimate goal is her satisfaction and that the issues she is mentioning now relate more to the service station that handled her repairs

Revdex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

We are sorry to hear about this matter and appreciate the opportunity provided by the Revdex.com, to allow for our rebuttal.  We included a detailed explanation of the actual chain of events (as some of the facts...

have been inaccurately reported.) Please accept the following as our rebuttal.The vehicle did not have engine issues since day one.  The vehicle was test-driven by the client before purchase (as we require with every sale we conduct in our retail facility) and no issues were mentioned.  Three days after purchase, the client complained about a noise in her left wheel when braking, which raised our curiosity and prompted to us to offer the client a free diagnosis without delay.  The vehicle had just been inspected and we assumed that it could only be something minor.  Once our technician inspected the vehicle, there were no signs of any defects to the wheel or any suspension component.  When we told the client, she insisted that issues were present on the vehicle, especially when braking.  After another road test by our technician, we decided to replace the rotors despite the old ones showing no visible damage.  We guessed that the surface of the rotors may have been slightly indented, although we could not spot any damage.   The customer left happy with the vehicle.
A few days later, the client complained that the noise remained so we urged her to drive back to us.  Once again, no issues were found but the client insisted that she feared for her safety and that a mechanic she knew had checked the vehicle and asserted that the issues pertained to a bad wheel bearing.  We examined that part once more only to find no issues with it.  Once we explained it to the client, she explained that she “knew what a bad wheel bearing would feel like” from her experience with vehicles and that she would only be satisfied if we replaced it.  She mentioned that if she were to fix it, she would not be able to make her payment due in a few weeks.  We agreed not only to replace her bearing with a new part but also to wave her due payment (Proof of record available), just to achieve her full satisfaction and peace of mind.  Again, the customer left happy in her vehicle.
A few days go buy and the client contacted us a third time about the same issues (Thumping noise, brakes grinding, and wheel bearing).  At this point, we advised her to get a third-party opinion and to notify us of their diagnosis so we can address any necessary issues.  She explained that she did not know anyone in town so we referred a few places, some of which were [redacted], [redacted], and [redacted].  It was solely up to her to choose the repair facility.  Once the customer took her vehicle to [redacted], she was having issues communicating with their staff so we took the time to mediate between them and provided timely updates to the client, which she appreciated. 
A few days pass and the vehicle received new parts and the repairs were covered -in full- by the third party warranty company, which we assigned to the client at the time of sale, as we do with every retail vehicle sold.  The client picked up the vehicle on March 28th and expressed her satisfaction with our handling of the situation (Proof of record available.)  We reached out to her on April 4th via phone and email, to follow up and no further issues were mentioned. 
Later, on April 25th, we contacted the client to request a payment since her account was past due and it was not until then that we heard about the new issues.  We again showed concern and offered recommendations but the client insisted on a full refund or vehicle exchange, neither of which was an available option to us, per our sales terms.  All sales are final and all vehicles are sold AS IS, with a 3 months/3000 miles Power-train warranty to help in the case of unforeseen events.   Furthermore, we strongly encourage bringing a mechanic to check the vehicle of interest PRIOR to finalizing any sale. All of this comes to great costs to us but we deem it necessary to protect the interest of our clients and our interest at the same time. (There are always cases of vehicle mishandling or abuse after the sale, and we cannot be held be liable for anything that happens to a vehicle after it leaves our premises.)
In conclusion, this is far from our ideal scenario and we understand our client's frustration.  However, we have invested time and money in addressing every issue, based on the client's requests.  When all failed, we sought the expertise of certified shops that could service her issues through her warranty.  We have followed -and continue to follow- through with every step necessary and with every resource available to us to ensure her full satisfaction.  Our collection department has been very lenient in preventing this account from reaching a delinquent status, despite multiple past due payments being owed to this day.  We sincerely hope that the client will realize that our ultimate goal is her satisfaction and that the issues she is mentioning now relate more to the service station that handled her repairs.

The customer contacted Revdex.com and stated this complaint has been resolved by the business.

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

I- Short Version:
The core of this complaint is not about our company’s services, prices, or even products...

sold.  The client confirmed in her statement that she and her husband were pleased with all of it after purchasing and driving their vehicle for at least the first 3 months and for over 3000 miles. The true caveat happened after their vehicle later overheated due to a coolant leak, which was not properly –and promptly- addressed by the owner/driver.  Despite our advice to stop driving the vehicle until it is fixed, it remained on the road until the coolant issues developed into a more serious case of head gasket.
 At such point, the client, who had already received TWO discounts prior (the first one for early payment and second one for asking nicely) switched from asking to DEMANDING another discount, simply because he felt that our company should be held accountable for his vehicle’s recent issues, which are the results of negligence. When we explained why we could not comply, he retaliated.
Throughout the process, we maintained our professionalism and sincere empathy in talking about the issues.  We even offered access to our network of mechanics and part suppliers to help ease the burden of repair costs.  The client turned it all down and was determined that a $0 balance was the only remedy he would entertain.
After respectfully declining and repeatedly explaining our reasons, his wife resorted to online reviews and spreading distorted facts regarding the chain of events and certain details.  It is rather unfortunate considering how much time and effort we spent with this client.  (See detailed events below)
In the world of retail, we agree that a customer is always King.  However, we like to add that Kings carry responsibilities of their own. 
In considering this particular case; if a seller should be held accountable for such incident, then we can also legitimize complaints from drivers who fail to put gas in their vehicle and end up stranded.   Simply because the vehicle is no longer drivable, the buyer does not have ground to DEMAND his balance be wiped clean, especially not after a vehicle has proven to be reliable transportation for over 3000 miles, which translates into an average of 3 months of driving.
We are here to help and assist, but not to get taken advantage of.
 
Very respectfully!
II- Long Version:
 
We make all client concerns our top priority and take every step in our ability to resolve them quickly.   However, in the complaint case here above, some facts have been distorted and portrayed as intentional wrong-doings on the company’s behalf, when in fact, we have provided assistance to the client in more ways than one.
In effort to bring clarity to this case, we are sharing some of the relevant events and our statement will be backed by company records -on file- to prove its validity.
 
(For the sake of client privacy, we will refer to the author of the letter as [redacted], being the spouse of our actual client: [redacted].  [redacted] am the author of this reply and lead of staff that took care of the clients)
 
I personally spoke to [redacted] on 2/8/16 when he requested an early payment balance and informed him that his balance at the time was $5399, as listed on his receipts and paperwork.  As mentioned by [redacted] in her complaint, the discount we offer to early-paying clients is $2,000, which rendered the balance $3399. 
 
On 2/9/16, [redacted]. called back asking for a greater discount because of… no particular reason.  He offered $3000 and though the figure was below the price we agreed on, I said that I would gladly work towards achieving that for him.  I called back [redacted] later that day announcing that we normally do not go beyond the $2000 discount, but we would go the extra mile in his case.  However, due to our expenses, we were restricted to no more than an additional $200 discount instead of the $400 he requested. It was not the full amount but represented a nice middle ground that pleased everyone. 
[redacted] was highly appreciative of our gesture and said he would bring the check for $3199 next week.  I was personally glad to put a smile on his face and proud of our achievement as a company.
 
On 2/13/16, [redacted] drove to our office in the vehicle with a check for $3100 and was informed that his balance remained the $3199 we agreed upon.  He asked if he could have the balance down to $3100 because he began experiencing a coolant leak on his vehicle.  He felt that CARRVA should be held accountable for the issue, despite the vehicle being in his possession for two months.  We expressed concern for his issues and explained that his warranty should take care of them.  He said that he had already driven his vehicle past the 3000 miles limit of his policy coverage.  We then suggested some repair options at nearby mechanic shops in our network but he said that he already had someone in charge of the repairs.  Yet, [redacted]. insisted that we assume responsibility and reduce the balance for him.  I respectfully disagreed but still showed empathy and said that I would try my best to achieve it for him. 
Moreover, he was also told that his title will be ordered on that day and will take 2 to 3 business days to arrive in the mail.  [redacted]. was given a choice between leaving his check as a form of payment; or taking it back with him until the title arrived.  He decided to make the payment in exchange for a receipt.
I also advised [redacted]. NOT to drive his vehicle without the proper amount of antifreeze, as it could cause greater damages to his engine.  He explained that he was aware of it and was keeping a close watch on the coolant level.  He added that he was heading to the mechanic later that same day.
 
On 2/15/16, I called [redacted] to inform him that his title was ordered successfully but that we were unable to fulfill his third discount request simply because of our costs.  He said okay and asked to contact him when the title arrived so he could pick it up and pay off his remaining $99 balance. 
 
On 2/17/16, we called [redacted]. and left a message notifying that his title was in and ready for pick up at his earliest convenience. 
 
On 2/20/16, [redacted]. called us about his title and requesting once again that his balance be reduced to $0.  He added that he fixed his coolant leak but he was experiencing more issues with his vehicle now.  We respectfully explained that we have already tried and it was not possible to meet his request.  We also expressed concern and offered mechanical support, which he declined.  He ended up asking for more time to pay off his balance, which we agreed to without any debate.
 
On 3/17/16: [redacted]. called and requested a manager’s call back.  I called him back as soon as I made it back into the office but no one answered.
 
On 3/18/16: [redacted] called to say that he was coming the next day to pick up his balance.  He was again reminded of his balance and he replied that he would be talking to us about it when he arrives.
 
On 3/19/16, [redacted]. came in the office to meet with me in person and ask why he was not receiving the additional discount he demanded.  I explained that we, much like other companies, hold cost structures, on which we base every deal BEFORE agreeing to the terms of a sale and that his deal was simply maxed out considering his previous discounts.  We, buyer and seller, are both bound by contract terms and his request to pay a lesser amount than the agreed-upon price is no different than us asking him to pay a higher price for the same vehicle whenever WE deemed it logical.  It would simply be unfair practice to him as it is to us.  I also added that the few things we provided him (the extended warranty, the initial discount of $2000, the second discount of $200, the added time to payoff his remaining balance without any late fees, and our continued support) represents added costs and should be taken in consideration when evaluating our efforts to achieve his satisfaction.  He agreed and left the office asking for more time to pay off the remaining balance.  We said no problem.
 
On 3/20/16:  Our office is closed on Sundays but the client said that he spoke to us on this date, which is not accurate.
 
On 3/24/16, [redacted] reached out to the online community and took it upon herself to share her “negative experience” with everyone, but distorted a few facts in the process.  
 
We are hereby addressing one of the platforms she contacted and are insisting that her complaint is based on INACCURATE events.  We take our reputation very seriously and OWN UP to our mistakes when they occur.  However, we were neither driving the vehicle or in charge of its maintenance schedule.  Yet, we are being DEMANDED to cut down the price we agreed on, simply because they decided it was logical. 
 
Moreover, accusing our company of issuing “fake” [redacted] reports (pulled directly from [redacted]) and covering up head gasket issues, which typically manifest right away and not after months of driving is rather offensive and a shot at our integrity. 
We take pride in our craft and not only do we hold an outstanding customer satisfaction level for a company our size (see [redacted] reviews; score of 4.9 on a scale of 5), but most of our sales also come from referrals and repeat business.  That is the best form of reviews any company hopes to achieve.  We are never desperate to sell our vehicles and offer warranty options on all of them.  
 
Our formula is simple; we sell great vehicles for very reasonable prices and we follow through with our clientele.  If they decide not to make a purchase, we are still happy that they have considered us and wish to see them again very soon.  We also never shy away from extending a helping hand and invest quite largely in servicing and assisting the displaced clients who make REASONABLE claims.  
 
In conclusion, we always respect our clients and show empathy in offering discount after discount and extending help whenever we can to please them.  However, when used vehicles are sold in good running condition -as mentioned by [redacted]- and end up breaking down after 3000 miles, due to neglect or lack of upkeep by the owner,  it remains unfair to pin the blame on the dealer -or seller-, which, in over 3 months, has had no control over the driving pattern and maintenance schedule of said vehicle.
 
The vehicle was sold in great condition and was being used on a DAILY basis by the owner, who simply failed to take care of the maintenance.   Head gasket damages are not dormant issues that could be covered up for 3 months or 3000 miles.  Saying that it is the seller’s fault, attempting to demand financial remedies, and ruin the reputation of an honest business is a feeble ruse and plainly UNETHICAL!

We are sorry to hear about this matter and appreciate the opportunity provided by the Revdex.com, to allow for our rebuttal.  We included a detailed explanation of the actual chain of events (as some of the facts have been inaccurately reported.) Please accept the following as our rebuttal.The...

vehicle did not have engine issues since day one.  The vehicle was test-driven by the client before purchase (as we require with every sale we conduct in our retail facility) and no issues were mentioned.  Three days after purchase, the client complained about a noise in her left wheel when braking, which raised our curiosity and prompted to us to offer the client a free diagnosis without delay.  The vehicle had just been inspected and we assumed that it could only be something minor.  Once our technician inspected the vehicle, there were no signs of any defects to the wheel or any suspension component.  When we told the client, she insisted that issues were present on the vehicle, especially when braking.  After another road test by our technician, we decided to replace the rotors despite the old ones showing no visible damage.  We guessed that the surface of the rotors may have been slightly indented, although we could not spot any damage.   The customer left happy with the vehicle.A few days later, the client complained that the noise remained so we urged her to drive back to us.  Once again, no issues were found but the client insisted that she feared for her safety and that a mechanic she knew had checked the vehicle and asserted that the issues pertained to a bad wheel bearing.  We examined that part once more only to find no issues with it.  Once we explained it to the client, she explained that she “knew what a bad wheel bearing would feel like” from her experience with vehicles and that she would only be satisfied if we replaced it.  She mentioned that if she were to fix it, she would not be able to make her payment due in a few weeks.  We agreed not only to replace her bearing with a new part but also to wave her due payment (Proof of record available), just to achieve her full satisfaction and peace of mind.  Again, the customer left happy in her vehicle.A few days go buy and the client contacted us a third time about the same issues (Thumping noise, brakes grinding, and wheel bearing).  At this point, we advised her to get a third-party opinion and to notify us of their diagnosis so we can address any necessary issues.  She explained that she did not know anyone in town so we referred a few places, some of which were [redacted], and [redacted].  It was solely up to her to choose the repair facility.  Once the customer took her vehicle to [redacted], she was having issues communicating with their staff so we took the time to mediate between them and provided timely updates to the client, which she appreciated. A few days pass and the vehicle received new parts and the repairs were covered -in full- by the third party warranty company, which we assigned to the client at the time of sale, as we do with every retail vehicle sold.  The client picked up the vehicle on March 28th and expressed her satisfaction with our handling of the situation (Proof of record available.)  We reached out to her on April 4th via phone and email, to follow up and no further issues were mentioned. Later, on April 25th, we contacted the client to request a payment since her account was past due and it was not until then that we heard about the new issues.  We again showed concern and offered recommendations but the client insisted on a full refund or vehicle exchange, neither of which was an available option to us, per our sales terms.  All sales are final and all vehicles are sold AS IS, with a 3 months/3000 miles Power-train warranty to help in the case of unforeseen events.   Furthermore, we strongly encourage bringing a mechanic to check the vehicle of interest PRIOR to finalizing any sale. All of this comes to great costs to us but we deem it necessary to protect the interest of our clients and our interest at the same time. (There are always cases of vehicle mishandling or abuse after the sale, and we cannot be held be liable for anything that happens to a vehicle after it leaves our premises.)In conclusion, this is far from our ideal scenario and we understand our client's frustration.  However, we have invested time and money in addressing every issue, based on the client's requests.  When all failed, we sought the expertise of certified shops that could service her issues through her warranty.  We have followed -and continue to follow- through with every step necessary and with every resource available to us to ensure her full satisfaction.  Our collection department has been very lenient in preventing this account from reaching a delinquent status, despite multiple past due payments being owed to this day.  We sincerely hope that the client will realize that our ultimate goal is her satisfaction and that the issues she is mentioning now relate more to the service station that handled her repairs.

Review: 12/16/15 put $1,800 on used [redacted], priced at $4,995. Told vehicle mechanically sound and all proper mechanical inspections performed, good car, nothing wrong. 1/16/2016 made first payment of $317.00, via phone. To avoid the additional price of $2k added with in-house financing, I requested a $3k loan from my employer. 2/16/16 (Warranty to exp. in 3 months = March) In the presence of the bank teller, called dealership for payoff amount, told by CARRVA "$3,100.00". Additionally, teller called confirming cashier's checks acceptable. I travelled to CARRVA to submit payoff but when we arrived, payment was accepted but title was not in, which was NOT disclosed. Several attempts to communicate re: title-post payoff, was told we have to wait to communicate with "manager", which seems to never be available, willing to contact/communicate - still 'til this day, we have no idea who this "person" is running this "establishment". Numerous calls requesting the title's presence, we finally receive word the title is in and we agreed to retrieve the document. Upon our arrival to get said document, it was disclosed that we were unable to retrieve title because we "owe" $100.00. 1st Issue: Car had mechanical issues - disclosed; no remedy offered. 2nd Issue: Payoff amount of $3,100 was communicated Feb. & we complied, shouldn't owe a balance. Displeased that we don't have title b/c of balance, we explain - vehicle had been leaking coolant and we replaced a worn hose and clamp and refilled fluid. No remorse, apology or remedy was offered to rectify. 3/18/2016 - overheated, stranded, cost of tow, blown head gasket, possible radiator bust and block unleveled and no longer starts or runs.Desired Settlement: Vehicle was paid off before three months. Leakage issue was brought to their attention - no one cared - they are still demanding $100 for title, "they still have fees" though we are paying for repairs and tows. My five year old son and family should not suffer b/c of this loss for - I was diligent, asked questions, retrieved a [redacted] that after research appears to not be fully factual and trusting them, they basically only were looking to make a sale. They falsely stated the car was great, all inspections performed. I purchased under false pretenses believing their lie, paying $5,217 in total. I pray that their responsibility lies within accepting the unreliable purchase I made in good faith back and a full refund to remedy the unforeseen hardship they have caused my family. From research, head gaskets just do not go out.. this had to be a pre-existing condition and this is possibly auto fraud!

Business

Response:

I- Short Version:The core of this complaint is not about our company’s services, prices, or even products sold. The client confirmed in her statement that she and her husband were pleased with all of it after purchasing and driving their vehicle for at least the first 3 months and for over 3000 miles. The true caveat happened after their vehicle later overheated due to a coolant leak, which was not properly –and promptly- addressed by the owner/driver. Despite our advice to stop driving the vehicle until it is fixed, it remained on the road until the coolant issues developed into a more serious case of head gasket. At such point, the client, who had already received TWO discounts prior (the first one for early payment and second one for asking nicely) switched from asking to DEMANDING another discount, simply because he felt that our company should be held accountable for his vehicle’s recent issues, which are the results of negligence. When we explained why we could not comply, he retaliated.Throughout the process, we maintained our professionalism and sincere empathy in talking about the issues. We even offered access to our network of mechanics and part suppliers to help ease the burden of repair costs. The client turned it all down and was determined that a $0 balance was the only remedy he would entertain.After respectfully declining and repeatedly explaining our reasons, his wife resorted to online reviews and spreading distorted facts regarding the chain of events and certain details. It is rather unfortunate considering how much time and effort we spent with this client. (See detailed events below)In the world of retail, we agree that a customer is always King. However, we like to add that Kings carry responsibilities of their own. In considering this particular case; if a seller should be held accountable for such incident, then we can also legitimize complaints from drivers who fail to put gas in their vehicle and end up stranded. Simply because the vehicle is no longer drivable, the buyer does not have ground to DEMAND his balance be wiped clean, especially not after a vehicle has proven to be reliable transportation for over 3000 miles, which translates into an average of 3 months of driving.We are here to help and assist, but not to get taken advantage of. Very respectfully!II- Long Version: We make all client concerns our top priority and take every step in our ability to resolve them quickly. However, in the complaint case here above, some facts have been distorted and portrayed as intentional wrong-doings on the company’s behalf, when in fact, we have provided assistance to the client in more ways than one.In effort to bring clarity to this case, we are sharing some of the relevant events and our statement will be backed by company records -on file- to prove its validity. (For the sake of client privacy, we will refer to the author of the letter as [redacted], being the spouse of our actual client: [redacted]. [redacted] am the author of this reply and lead of staff that took care of the clients) I personally spoke to [redacted] on 2/8/16 when he requested an early payment balance and informed him that his balance at the time was $5399, as listed on his receipts and paperwork. As mentioned by [redacted] in her complaint, the discount we offer to early-paying clients is $2,000, which rendered the balance $3399. On 2/9/16, [redacted]. called back asking for a greater discount because of… no particular reason. He offered $3000 and though the figure was below the price we agreed on, I said that I would gladly work towards achieving that for him. I called back [redacted] later that day announcing that we normally do not go beyond the $2000 discount, but we would go the extra mile in his case. However, due to our expenses, we were restricted to no more than an additional $200 discount instead of the $400 he requested. It was not the full amount but represented a nice middle ground that pleased everyone. [redacted] was highly appreciative of our gesture and said he would bring the check for $3199 next week. I was personally glad to put a smile on his face and proud of our achievement as a company. On 2/13/16, [redacted] drove to our office in the vehicle with a check for $3100 and was informed that his balance remained the $3199 we agreed upon. He asked if he could have the balance down to $3100 because he began experiencing a coolant leak on his vehicle. He felt that CARRVA should be held accountable for the issue, despite the vehicle being in his possession for two months. We expressed concern for his issues and explained that his warranty should take care of them. He said that he had already driven his vehicle past the 3000 miles limit of his policy coverage. We then suggested some repair options at nearby mechanic shops in our network but he said that he already had someone in charge of the repairs. Yet, [redacted]. insisted that we assume responsibility and reduce the balance for him. I respectfully disagreed but still showed empathy and said that I would try my best to achieve it for him. Moreover, he was also told that his title will be ordered on that day and will take 2 to 3 business days to arrive in the mail. [redacted]. was given a choice between leaving his check as a form of payment; or taking it back with him until the title arrived. He decided to make the payment in exchange for a receipt.I also advised [redacted]. NOT to drive his vehicle without the proper amount of antifreeze, as it could cause greater damages to his engine. He explained that he was aware of it and was keeping a close watch on the coolant level. He added that he was heading to the mechanic later that same day. On 2/15/16, I called [redacted] to inform him that his title was ordered successfully but that we were unable to fulfill his third discount request simply because of our costs. He said okay and asked to contact him when the title arrived so he could pick it up and pay off his remaining $99 balance. On 2/17/16, we called [redacted]. and left a message notifying that his title was in and ready for pick up at his earliest convenience. On 2/20/16, [redacted]. called us about his title and requesting once again that his balance be reduced to $0. He added that he fixed his coolant leak but he was experiencing more issues with his vehicle now. We respectfully explained that we have already tried and it was not possible to meet his request. We also expressed concern and offered mechanical support, which he declined. He ended up asking for more time to pay off his balance, which we agreed to without any debate. On 3/17/16: [redacted]. called and requested a manager’s call back. I called him back as soon as I made it back into the office but no one answered. On 3/18/16: [redacted] called to say that he was coming the next day to pick up his balance. He was again reminded of his balance and he replied that he would be talking to us about it when he arrives. On 3/19/16, [redacted]. came in the office to meet with me in person and ask why he was not receiving the additional discount he demanded. I explained that we, much like other companies, hold cost structures, on which we base every deal BEFORE agreeing to the terms of a sale and that his deal was simply maxed out considering his previous discounts. We, buyer and seller, are both bound by contract terms and his request to pay a lesser amount than the agreed-upon price is no different than us asking him to pay a higher price for the same vehicle whenever WE deemed it logical. It would simply be unfair practice to him as it is to us. I also added that the few things we provided him (the extended warranty, the initial discount of $2000, the second discount of $200, the added time to payoff his remaining balance without any late fees, and our continued support) represents added costs and should be taken in consideration when evaluating our efforts to achieve his satisfaction. He agreed and left the office asking for more time to pay off the remaining balance. We said no problem. On 3/20/16: Our office is closed on Sundays but the client said that he spoke to us on this date, which is not accurate. On 3/24/16, [redacted] reached out to the online community and took it upon herself to share her “negative experience” with everyone, but distorted a few facts in the process. We are hereby addressing one of the platforms she contacted and are insisting that her complaint is based on INACCURATE events. We take our reputation very seriously and OWN UP to our mistakes when they occur. However, we were neither driving the vehicle or in charge of its maintenance schedule. Yet, we are being DEMANDED to cut down the price we agreed on, simply because they decided it was logical. Moreover, accusing our company of issuing “fake” [redacted] reports (pulled directly from [redacted]) and covering up head gasket issues, which typically manifest right away and not after months of driving is rather offensive and a shot at our integrity. We take pride in our craft and not only do we hold an outstanding customer satisfaction level for a company our size (see [redacted] reviews; score of 4.9 on a scale of 5), but most of our sales also come from referrals and repeat business. That is the best form of reviews any company hopes to achieve. We are never desperate to sell our vehicles and offer warranty options on all of them. Our formula is simple; we sell great vehicles for very reasonable prices and we follow through with our clientele. If they decide not to make a purchase, we are still happy that they have considered us and wish to see them again very soon. We also never shy away from extending a helping hand and invest quite largely in servicing and assisting the displaced clients who make REASONABLE claims. In conclusion, we always respect our clients and show empathy in offering discount after discount and extending help whenever we can to please them. However, when used vehicles are sold in good running condition -as mentioned by [redacted]- and end up breaking down after 3000 miles, due to neglect or lack of upkeep by the owner, it remains unfair to pin the blame on the dealer -or seller-, which, in over 3 months, has had no control over the driving pattern and maintenance schedule of said vehicle. The vehicle was sold in great condition and was being used on a DAILY basis by the owner, who simply failed to take care of the maintenance. Head gasket damages are not dormant issues that could be covered up for 3 months or 3000 miles. Saying that it is the seller’s fault, attempting to demand financial remedies, and ruin the reputation of an honest business is a feeble ruse and plainly UNETHICAL!

Review: Car issues with the engine since day one. I purchased the car February 23, 2016 three days the rotors , where bearing broke on the car. The next week the car was squealing needed brakes finally on March 18, 2016 my car broke completely down. Chris the manager at car rva referred me to [redacted]. Which I just found out the owner mike at [redacted] and Chris at car rva are buddies. My car was under [redacted] for a month. The warranty did pay for those repairs. The repairs were cam shaft, drive shaft and motor mount. I received my car April 22, 2016.I drove the car for two weeks and it completely broke down again. The engine light came on the car was smoking and wouldn't go the full speed. I had to get the car towed to united per the warranty. The warranty representative states if it's the same issue the warranty is covered by unites auto sales. My car was towed may 25, 2016. I'm just getting my car back july12, 2016. I was told there's nothing wrong with the car. I was unable to test drive it because [redacted] ran all my gas out the car and refused to give me gas to get up the street. Also my passenger side tire was completely flat the next day air was put in my car. I brought a gas can to put gas in it tried to drive to work. The engine light came on the car was smoking and wouldn't ho the full speed. It was embarrassing and I was scared for my life. I literally had to pull over 5 yimes. I couldn't find anyone to help me. I finally made it to work late and the car is sitting at my job in the parking lot unable to move. I contacted [redacted]. Mile informed me that the car need a timing chain, a timing belt and the entire basereplaced. That he forgot to tell me that what's wrong with it. This man mike told me my car was good, that's nothings wrong. Mike then stated that Chris from car rva informed him do not fix the issue. That they check to see if it was the same repair issue from March and it wasn't so don't fix it. Let me drive it unsafe.Desired Settlement: I've contacted consumer affairs, now the Revdex.com. I'm in the process of contacting 12 on your side. Chris ftom car rva refuse to answer my calls. I've had a rental with budget for over a month paid bill of 1,507.00 because my car was on united lot for over 4 weeks. I had copies of a full conversation with Chris three weeks after the car was purchase requesting g a refund, or exchange Chris denied both. I'm requesting a full refund. And yo not put on my credit. Please help

Business

Response:

We are sorry to hear about this matter and appreciate the opportunity provided by the Revdex.com, to allow for our rebuttal. We included a detailed explanation of the actual chain of events (as some of the facts have been inaccurately reported.) Please accept the following as our rebuttal.The vehicle did not have engine issues since day one. The vehicle was test-driven by the client before purchase (as we require with every sale we conduct in our retail facility) and no issues were mentioned. Three days after purchase, the client complained about a noise in her left wheel when braking, which raised our curiosity and prompted to us to offer the client a free diagnosis without delay. The vehicle had just been inspected and we assumed that it could only be something minor. Once our technician inspected the vehicle, there were no signs of any defects to the wheel or any suspension component. When we told the client, she insisted that issues were present on the vehicle, especially when braking. After another road test by our technician, we decided to replace the rotors despite the old ones showing no visible damage. We guessed that the surface of the rotors may have been slightly indented, although we could not spot any damage. The customer left happy with the vehicle.A few days later, the client complained that the noise remained so we urged her to drive back to us. Once again, no issues were found but the client insisted that she feared for her safety and that a mechanic she knew had checked the vehicle and asserted that the issues pertained to a bad wheel bearing. We examined that part once more only to find no issues with it. Once we explained it to the client, she explained that she “knew what a bad wheel bearing would feel like” from her experience with vehicles and that she would only be satisfied if we replaced it. She mentioned that if she were to fix it, she would not be able to make her payment due in a few weeks. We agreed not only to replace her bearing with a new part but also to wave her due payment (Proof of record available), just to achieve her full satisfaction and peace of mind. Again, the customer left happy in her vehicle.A few days go buy and the client contacted us a third time about the same issues (Thumping noise, brakes grinding, and wheel bearing). At this point, we advised her to get a third-party opinion and to notify us of their diagnosis so we can address any necessary issues. She explained that she did not know anyone in town so we referred a few places, some of which were [redacted], [redacted], and [redacted]. It was solely up to her to choose the repair facility. Once the customer took her vehicle to [redacted], she was having issues communicating with their staff so we took the time to mediate between them and provided timely updates to the client, which she appreciated. A few days pass and the vehicle received new parts and the repairs were covered -in full- by the third party warranty company, which we assigned to the client at the time of sale, as we do with every retail vehicle sold. The client picked up the vehicle on March 28th and expressed her satisfaction with our handling of the situation (Proof of record available.) We reached out to her on April 4th via phone and email, to follow up and no further issues were mentioned. Later, on April 25th, we contacted the client to request a payment since her account was past due and it was not until then that we heard about the new issues. We again showed concern and offered recommendations but the client insisted on a full refund or vehicle exchange, neither of which was an available option to us, per our sales terms. All sales are final and all vehicles are sold AS IS, with a 3 months/3000 miles Power-train warranty to help in the case of unforeseen events. Furthermore, we strongly encourage bringing a mechanic to check the vehicle of interest PRIOR to finalizing any sale. All of this comes to great costs to us but we deem it necessary to protect the interest of our clients and our interest at the same time. (There are always cases of vehicle mishandling or abuse after the sale, and we cannot be held be liable for anything that happens to a vehicle after it leaves our premises.)In conclusion, this is far from our ideal scenario and we understand our client's frustration. However, we have invested time and money in addressing every issue, based on the client's requests. When all failed, we sought the expertise of certified shops that could service her issues through her warranty. We have followed -and continue to follow- through with every step necessary and with every resource available to us to ensure her full satisfaction. Our collection department has been very lenient in preventing this account from reaching a delinquent status, despite multiple past due payments being owed to this day. We sincerely hope that the client will realize that our ultimate goal is her satisfaction and that the issues she is mentioning now relate more to the service station that handled her repairs.

Consumer

Response:

I have reviewed the offer and/or 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I purchased a car from Car Rva, which also goes by the name of Cars of Virginia, LLC. I specifically asked the salesman and owner of the business, [redacted], if there was anything wrong with the car, and he said no. Several issues occurred within less than a week of driving the car. The battery died even though I did not leave any lights on, and there was a dangerous gasoline smell that occurred while driving the car. [redacted] fixed the battery and replaced the gas cap, but he told me he "honestly had no idea" why the car smelled like gasoline. He said he thought it smelled more like exhaust than gasoline, and he confirmed that the smell was strong, but said he had no idea how to fix it. I took it to a reputable mechanic named [redacted], a mechanic with an A+ Revdex.com rating. The mechanic informed me that the PVC hose is not properly attached to the intake manifold, that bolts securing the PVC to the housing block are broken in the block, and that other bolts securing the PVC housing is missing. I. Order to fix the car they will need to replace PCV housing and related components, extract the broken bolt in the block, and replace both bolts. This will cost $783.15The [redacted] secretaries were talking with each other, and one secretary mentioned to the other that they had annotated in their system that CARRVA (or Cars of Richmond, VA) had taken them the car on October 5th, and that they told them exactly what needed to be done.In contrast, [redacted], the owner and salesman at CARRVA had told me that he "had no idea" what was causing the smell. This afternoon (November 4, 2015) I called [redacted] at CARRVA and he confirmed with me that he had in fact taken it to [redacted], and that they had told him these things needed to be fixed. This afternoon he told me that he had fixed them himself, which was in direct contrast to the last time we spoke, when he said he "honestly had no idea" what was wrong with the car.Desired Settlement: Please either take the car back and refund it, or pay to fix the issues with PVC hose totaling $783.15 that you told me last month you knew nothing about, and then told me today that you did know about them and "fixed them yourself". I took the car to [redacted] today, and it clearly is not fixed.

Consumer

Response:

The customer contacted Revdex.com and stated this complaint has been resolved by the business.