Dominion Auto Group

Review: My car has been at the auto center since Monday morning April 23,2013 and they still have not fixed it. I had to call thembecause no one there seems to know how to call a paying customer or what real "customer service" means. I had to call them to find out they broke the transmission mount so I would have to wait another day. Again, no call from them so I called on Tuesday and of course they say "oh we just pulled it out of the bay so you are good to go" which I'm sure was BS. Anyway, I pick the car up, pay my $700 and get halfway home before it cuts off completely. I call the store they send a tech out and he can't fix it so they tow it back to the shop where I'm told it won't be long. Fast forward 4 hours and they say "we don't know what's wrong so we are getting you a rental and I will call as soon as we know something". Wednesday comes and no call so AGAIN I call them and they say "we still aren't sure but don't worry I'm not going to charge you. I will call when we know something" Thursday...you guessed it, no call. So I call and he says "the cam shaftsprocket snapped off so we had to order a tool from [redacted] and it will be in tomorrow so we will have you all set on Friday" Friday comes and goes with NO phone call. I call this morning and I'm told " the part won't be in until Monday but I will have my manager call with more details" ARE YOU KIDDING ME??!! I call the national customer service line to lodge my complaint only to be put on hold and then bounced around. Today is 5/9 and I still have not gotten my car back.Desired Settlement: I want the money back that I paid for the repairs that obviously were not the real issue, I want the money back for the insurance for the rental car, I want a detailed description of what they have been doing with my car and I want it taken to another shop because I have zero confidence in their ability to actually fix it and I want them to pay for the second opinion and pay me for the aggravation of not having my car and having to deal with their idiocy.

Business

Response:

So sorry for the delay - did not recieve the first e-mail.

Vehicle first repaired at [redacted] to Dominion at our expense and repaired week of May 9. Subsequently installed an air flow valve at no charge to remedy a rough idle. Manager talked with customer 5/28 to verify that hard start/check engine light/rough idle had not returned. Customer stated that check engine light had not returned but there was still some rough idle. However, customer reported that they had not been driving vehicle much recently. Customer advised would finish gas in tank, add fresh gas and notify us if rough idle did not go away.

Note: 10% ethanol-based gasolines have an effective shelf life in the tank of only two weeks before they begin to break down. In older vehicles this condition can result in an air/gas mixture that is not optimal and not what the on-board computers anticipate. The result is uneven engine performance at idle.

We will remain engaged with the customer until the situation is remedied to their satisfaction and/or the practical limits of the vehicle, given its age and mileage.

Review: I purchased an auto from Dominion and their sales rep [redacted]. The car had been on their lot for over 60 days. I asked what was wrong with it and he said nothing. I test drove the car and noted that the fan switch had a short and that the fan blew only on high. [redacted] agreed to take a look at it and make the repair. In addition I was not alerted to the fact that the car leaks terribly when it rains. I am talking about major leakage to the tune of an inch or more of rain on the floor causing the carpet and seats to stain and mold. There is water pouring in from the lights on the ceiling and from the sunroof. Also water comes in from underneath the dash. It scares my 17 year old daughter to the point that she will not drive the car anymore in the rain and I purchased it for her. This leak could cause electrical damage to the car and I feel that this might qualify as a lemon law automobile.Desired Settlement: I want Dominion Auto Group to fix the switch as promised at no charge by the sales rep [redacted]. I also want them to send the car off to the [redacted] dealer immediately to determine the source of the water leak from the area around the sunroof and windshield and to pay for the necessary repairs. I don't think that I am asking too much of them especially since this leak was not divulged to me at the time of the sale. The car leaks terribly when it's parked and having ownership of the car for over 60 days on the lot I'm sure that they experienced rain and leakage at some point.

Business

Response:

The fan switch has been replaced. The water leak was related to the drain lines on the sun roof being clogged with debris. Compressed air was used to evacuate the lines; vehicle was water-tested thereafter and no leaks were apparent either inside or outside of the cabin. Our understanding is that the owner and daughter are now satisfied.