Fair Oaks Motors, Inc

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Complaint: ***
I am rejecting this response because: I have attempted on numerous occasions via several different avenues to resolve this issue with *** Corporation and the dealership however now that the sale has been made the issue is clearly the burden of the consumer as MrA*** has expressed in his response*** Corporation is non responsive and the dealership has been less than willing to provide contact information or site Virginia Law if in fact it should be passed off to *** Corporation. Further MrA*** deceptively took and twisted the stated "I would like *** to by back this automobile" it into a semantics issueThis provided another opportunity for passing the buck instead of exhibiting the integrity of a dealership that stands behind their products as a representative of *** and prides itself on providing outstanding customer serviceThe frontline staff at the dealership are full of apologies and provide a smoke screen for upper management whom I have yet to make contact with despite several attemptsThis is a frustrating, time consuming expense that should not be this difficult to correct and should certainly not take many months to resolveThe focus of the complaint is not that the warranty work has not been done as MrA*** has suggestedAs a consumer who has owned cars over the past years of driving without any issues and continue to maintain a vehicle purchased in it is evident that I have been sold a raw deal based on the amount of time and resources that have been expended on this one vehicleI feel taken advantage of and passed off as a female they "saw coming" without regard for anything except a business deal that made them moneyIf the dealership or MrA*** would prefer to work on a solution versus twisting a consumers terminology who does not work in the automotive field I am available.
Regards,
*** ***

We have an appointment tomorrow morning 10-7-to look and advise the repair. Thank you Jim D***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
Kamran K***

We regret the situation that occurred with *** ***’s purchaseWe are sorry we were not able to sell her the vehicle that she wished to buyIn Virginia car dealers are required to use a Buyers Order to legally form a contract of sale*** *** and the dealership never executed a Buyers Order*** *** was therefore under no legal obligation to purchase the vehicle from Fair Oaks and Fair Oaks was under no legal obligation to sell the vehicle to *** ***There is specific wording in the Virginia Buyers Order that protects both the buyer and the sellerWithout a buyers order the dealership is unable to require the customer to purchase the vehicle and the dealership does not have any obligations to the customerThe dealership is able to help secure financing through a number of banks we have relationships withWe do not have any banks that will finance an amount of less than $We offered to help arrange the financing, *** *** did not want to go that route*** *** did come back with the intention of purchasing the vehicleUnfortunately, the vehicle had already been soldHer check had already been deposited by our office, who was completely unaware of the situationWe offered to refund the amount to her once the check had clearedShe understandably did not want to wait the ten days for the check to clear*** *** stopped payment on the check and we gave her $for the inconvenienceThe management team attempted to find other vehicles that may fit her budget and her vehicle needsWe are willing to keep trying to find a vehicle that will work for her if she wishesWe are unable to resolve this issue by getting the car back and selling it to *** ***The current owners and Fair Oaks have signed all the legal paperwork to transfer ownership of the vehicleAgain, we apologize for the series of events that prevented *** *** from purchasing the vehicleSincerely,Melanie F*
***Fair Oaks Motors, Inc

We are in receipt of Mr*** complaintIt has been sometime since it was submitted and we believe that the issue has been resolvedMr*** agreed to the terms of purchase and
trade in at the time of purchaseIn order to deliver a vehicle without receiving verified funds we need to run credit to be sure the customer is in a financial position to pay for the vehicleMr*** signed the credit application authorizing us to do soIn turn, if we are able to get the customer a comparable interest rate or better we will certainly offer to do soWe do not subject anyone to “tricks or gimmicks” in order to get them to purchase a vehicleThe loan Mr*** signed at the dealership has not been cashed and he was not subjected to any finance charges from this contractMr*** asked in his complaint for a refund of the finance charges, since there are no finance charges this seems to be resolvedAs far as a refund of the negative equity from the trade, this is the amount due to his bank that was over the amount the vehicle was worthThis amount is not something that can be refunded as it has been paid to his bank in order to get a free and clear titleThank you,
Jim D***
***
###-###-####

*** *** completed paperwork for his purchase on 4/19/
He picked up his license plates on 5/Our records show the tags were
processed prior to 5/19/We had a delay on
our end due to a sudden
change in personnelWe apologize for not having the tag work completed earlier
If an additional set of temporary tags were necessary for *** *** to drive
his vehicle we would have provided this for himThe registration process is
completed via a 3rd party site and was in process on the 5/14/
The Processing fee collected by the dealership encompasses
many facets of the transactionWe are not offering a refund of the processing
feeI have attached an explanation of the processing fee as provided by a third
party
Sincerely,
*** ***
President
Fair Oaks Motors, Inc

*** *** contacted us via our website and asked for
pricingI have included a copy of the very first email sent by the salesperson
Bonnie AbbottShe clearly explains that
there is a $destination fee added
to our best priceThese disclosures are the same as our competitionBased on
those discussions and emails *** *** decided to visit our dealershipAs *** *** says there was discussion of a
*** price when he was hereHowever, we have never received a ***
certificate for *** ***He produced one certificate that was not in his
name and was created after he made his purchase
The price we agreed to sell the vehicle for was the same
price he agreed to purchaseWe explained the entire transaction including fees,
taxes, selling price, trade- in value etcThe pricing was completely
transparentHe agreed during the negotiation to that transaction pricing and then
again when he signed the final agreements to purchase in the business office
As *** *** stated in his complaint there are many
factors that made up his purchaseIncluding a travalue that was over -valued
to make his transactionFor these reasons we would not have agreed to a lower
total purchase priceThe deal *** *** negotiated was below cost and
therefore is not possible for us to get any lowerHe has asked us to
renegotiate the transaction and we have refused to do so
Sincerely,
Melanie F*
Vice President
Fair Oaks Motors

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** *** completed paperwork for his purchase on 4/19/
He picked up his license plates on 5/Our records show the tags were
processed prior to 5/19/We had a delay on our end due to a sudden
change in personnelWe apologize for not having the tag work completed earlier
If an
additional set of temporary tags were necessary for *** *** to drive
his vehicle we would have provided this for himThe registration process is
completed via a 3rd party site and was in process on the 5/14/
The Processing fee collected by the dealership encompasses
many facets of the transactionWe are not offering a refund of the processing
feeI have attached an explanation of the processing fee as provided by a third
party
Sincerely,
*** ***
President
Fair Oaks Motors, Inc

*** ***,We have ordered your tire per our sit down Saturday. Please let the Revdex.com know we have resolved your issue. Thank YouJim D***General Manager

Mr., ***,
Please send along the information so we can discuss in details your concerns. Thank you
Jim D***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I don’t know you, MrD***. I have no idea what you look like or how old
you are, but your response to our complaint represents an astonishing admission
of confusion and mismanagement at Fair Oaks Motors.
Do you really expect me or any
right-thinking person to believe that my deaf wife, who knows four languages,
and 17-year-old son, who is an honor student, could possibly have been
responsible for the four hours of wrangling, frustration, and upset they endured
on June because they talked with employees in one corner of Fair Oaks Motors
rather than another?
Your response is off point and,
quite simply, ridiculous. Our desired
outcome for this unfortunate experience remains unchanged. Fair Oaks Motors is to fix, without charge to
us, the air-conditioner in the paid-in-full *** *** *** we are now very
sorry to have purchased from your dealership.
I don’t know how long Fair Oaks
Motors has been in business or what its sales figures are. I only know your whole organization turned
something fun for us as a family into something uglyWith those kinds of
results, presumably in your financial favor for now, I wouldn’t expect you to
be in business much longer
We’ve spent more than four hours on
this by now, and we can see by your response that you want us to spend more
hours. Your response is unacceptable to
us, and we don’t want to hear any more from you. We are out.
We won’t be back
Regards,
*** ***

Thank you for your response. I did speak and text *** *** and followed up with him that I had found and ordered the parts for his navigation radio and that I would be in contact with him once I had received the parts to schedule an appointment to install the radio harness that he had requested. It is important to note that this was a non factory component that first required me to ascertain the manufacturer of the unit only to find out after research that the wiring that *** *** wanted was not available to order separately. It was only after contacting the manufacturer of the navigation radio and finally reaching a technical representative that I was able to have the wiring sent directly from the manufacturer. I received the wiring and followed up with *** *** this morning at 8:am and let him know that I had just received the wiring and asked for him to contact me to schedule an appointment to have the wiring installed. I had not heard from him and followed up again this afternoon and received a response from him that he would let me know when he wanted to have the wiring installed or whether he would just prefer to have me mail the wiring to his home. At this point, *** *** and will either arrange to have the wiring installed or I will mail the wiring directly to him once he speaks with his wife

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:If a Buyers Order was supposed to be completed for us to purchase the car, the dealership knew that and it was incumbent on them to inform us (the buyer). Instead they asked us to initial and sign an agreement on plain bond paper, which they did not even afford us a copy. They accepted out good faith down payment and even deposited it so that they were not even able to give me the original check back. There was an official contract between us and the dealership as soon as they took our check, deposited it and gave us a receipt for it. It is the responsibility of the dealership to inform the customer of their rights and requirements to purchase a vehicle. There was no buyer's guide on the window or hanging in plain sight on the rearview mirror. This buyer's guide is required by Virginia law. The dealership did not follow the requirements of Virginia state law when we attempted to purchase this car. The dealership knew that we were going to purchase this car. They did not even contact us before they sold it out from under us. The owner of any dealership, who condones these shoddy practices in the sale of their cars should not be in business. This transaction ruined the lives of my husband and me as it is very difficult for us to find the right cars due to my age and his disability. The dealership took unfair advantage of us and the $that they "gave" us to stop the down payment check was not just compensation for the trouble and anguish they put us through. Their offer to find us another car is not good enough as they attempted to sell my husband a junk car even as I was on the phone with the Motor Vehicle Dealer Board. This dealership should be closed down because of their shoddy business practices. They owe my husband and me much more than $and finding us "another car." The sales licenses of the manager on duty, Giles M***, should be revoked as should the business license for this dealership. I would advise anyone contemplating purchasing a car from this dealership to turn around and walk away. This dealership hasn't even offered us a fair and just compensation for all of our trouble and anxiety over this so that we may be able to put this horrible experience behind us and find the right car at another dealership. We are still pursuing the option of taking them to court for both compensatory and punitive damages. If this happens, I will be seeking the maximum sentence for MrM*** and the owner of years in the state prison for grand theft of the car, which was being sold to us for $5,439.53. The compensatory damages for what they did is 3x the loss, which for us was 3x $5,or $16,plus attorney's fees and court costs. If the dealership doesn't act responsibly in this matter, we will continue our complaint through the Revdex.com and the MVDB to have it shut down. For the owner of the dealership to condone their underhanded business practices shows that it should not be in business at all.
Regards,
*** ***

We would like to apologize to [redacted] for the mix up with submitting his application to several banks. We are sorry that his request was overlooked. We have since made adjustments to our process to prevent this from happening in the future. We will be issuing letters to the banks requesting the...

removal of the inquiries placed on [redacted]'s account. We will provide [redacted] with a copy of these letters. In addition, we would like to offer [redacted] a 5 year oil change maintenance contract for the trouble this has caused.Sincerely,Melanie F[redacted]President Fair Oaks Motors, Inc.

[redacted]
 
My name is Jim D[redacted].  I am the General Manager at FairOaks [redacted].  Regarding [redacted], I spoke with his son when he stopped by and I waived the check out time the son agreed.  Being he was young and didn't know protocol that there is a...

check out time to look at a Used car that doesn't have an extended warranty.   Maybe some confusion was that the buyer wasn't here.  The son brought the car into service not knowing he should of come to the Sales Dept.    Let me know if I can be of any further assistance.  to follow up.   There is not any money due from the customer. 
Thank You
 
Jim D[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have sent numerous emails to the service managaer of your dealership without receiving a response.  For  you to respond saying that you have no correspondence is unacceptable.  I have, however, included the items you requested in your message.  Included is my last email to the service manager as well as my invoice requiring me to buy new tires because of the damage caused by your dealership.
Regards,
[redacted]

Well, besides Bonnie in sales and Mike in service, this dealership has been a complete disaster. From day one, I have numerous bad experiences. The worst is being told something in writing, then being told later that is was mistake. After repeated attempts to resolve the issue, I can't even get a return call from Marvin R[redacted] or Jim D[redacted] (the GM). I have come across some poor customer service in my life and this dealership is about as bad as any I've dealt with. I would not recommend this dealership at all.
Update -- within hours of posting my original message, Mr. D[redacted] sent me a message asking for my contact info. I immediately responded with my info. Months later, still no phone call from him nor Marvin.....shocker! What a joke this dealership is. I highly encourage you to take your business elsewhere.

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 Complaint: [redacted]
I am rejecting this response because:
Jim,
I left you a voice mail at your office to discuss this matter today 3/3/16 per your last Revdex.com request.  You are requesting information that I have already provided to you which suggest that you are only brushing me off again.  I would greatly appreciate that you return my call.  I feel like I haven't gotten an adequate/straight response from your emails through the Revdex.com.  It is my sincere hope that I hear from you, so that we can try to come to an understanding.   
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because this does not correct the numerous wrongdoings of the company.  Not having the work done correctly has cost me hundreds of dollars.  While I appreciate the refund, this doesn't negate the fact that your company did not do the work that was paid for, but it also ignored and did not respond to any of my emails asking about the service.  I sent you a copy of the correspondence.
Regards,
[redacted]