Fair Oaks Motors, Inc

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 once again, they have not addressed the core of the issue. Once again, they stated that they will not do anything since 'All agreements made by the dealership were honored in the paperwork signed by the customer.'
They keep repeating this phrase - and I've said I don't dispute that I signed that paperwork and that I purchased the vehicle for the price on that paperwork. My dispute is that they misled me with incorrect information which caused me to sign that paperwork. They have admitted that the salesman told me that I would need to pay the destination fee on top of the [redacted] price we agreed to no matter where I went. The reason they don't have a [redacted] certificate submitted in my name is because the salesman agreed that he would honor the [redacted] price that we brought up on my phone, but he didn't say I needed to submit that official certificate to him to *fully* honor it.  (I'm raising this issue with [redacted] as well to inform them that this is how they are using their partnership.)  I'm guessing he kept this information from me so they could add this destination fee to our agreed price, even though the agreed price already included it. That is shown on the paperwork I previously attached, which shows our agreed price based on [redacted], and then the duplicate fee added in a nonstandard field ('DataDots Theft fee'). This is when they told me I would need to pay that fee no matter where I went. Again, why would I agree to pay $1200 more for that truck if I was told I could've just taken that certificate somewhere else - or submitted it officially to them. The reason is because I was misled. I'm not sure why this isn't clear to them but that is the issue - not that I didn't sign the paperwork when I was there.
I don't feel that FairOak Motors has made any good faith effort to resolve this, but I hope their business practice and level of 'customer support' are exposed through this so perhaps others can find a more reputable organization to do business with.
Regards,
[redacted]

I have reviewed the purchase file for **. [redacted]’s purchase. The Purchase price he agreed to was $33,595 which included all fees. Plus taxes and tags for a total of $35,468.88. The vehicle was serviced in...

our shop prior to purchase for items totaling over $2300. When a service light in a vehicle comes on it is the result of a time or mileage indicator set by the manufacturer for an oil change. It does not mean that service was not performed on the vehicle. It merely means that the indicator was not reset. The indicator was not on at the time of servicing therefore the reset of it was overlooked. We would be happy to get that light reset. However, we will not be refunding any amount of the purchase price that was agreed to.
All of this information was relayed to the customer through an email exchange including the records of service work we performed.
 
[redacted]
Vice President
Fair Oaks Chrysler Jeep Dodge Ram

[redacted] has spoken to the customer and we have issued a refund for the price of the battery as the customer requested.

They listed a vehicle for 23200 but offered it for 33200 after I arrived. They said only 2% of all buyers qualify. That means 98% do not. When I asked why they do that, they said that's what every dealership does. I disagree. I have never seen such blatant misrepresentation of price. Huge wate of time and gas to get there.

[redacted],If you have time, I will go over the standard equipment and optional that was on your truck.   The only way the truck ahs a full size spare is to have the "Trailer Tow Package"  as an optional package.  If you would like to stop by, I would personally go over the...

equipment and do what I can to resolve your issue.   Thank youJim D[redacted]General Manager###-###-####  Ext [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 attempted on numerous occasions via several different avenues to resolve this issue with [redacted] Corporation and the dealership however now that the sale has been made the issue is clearly the burden of the consumer as Mr. A[redacted] has expressed in his response. [redacted] 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 [redacted] Corporation. Further Mr. A[redacted] deceptively took and twisted the stated "I would like [redacted] to by back this automobile" it into a semantics issue. This provided another opportunity for passing the buck instead of exhibiting the integrity of a dealership that stands behind their products as a representative of [redacted] and prides itself on providing outstanding customer service.The 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 attempts. This is a frustrating, time consuming expense that should not be this difficult to correct and should certainly not take many months to resolve. The focus of the complaint is not that the warranty work has not been done as Mr. A[redacted] has suggested.As a consumer who has owned 5 cars over the past 29 years of driving without any issues and continue to maintain a vehicle purchased in 2001 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 vehicle. I feel taken advantage of and passed off as a female they "saw coming" without regard for anything except a business deal that made them money. If the dealership or Mr. A[redacted] would prefer to work on a solution versus twisting a consumers terminology who does not work in the automotive field I am available. Regards,
[redacted]

These guys are worse than used car salesmen! They sold my daughter her first car and someone (they claim it wasn't them) had covered up the major scratches on the roof, hood and trunk surfaces with some type of hazy liquid. I mentioned that it looked like maybe wax was left on and they said they would recondition it while we finalized the purchase and that would take care of it. When we went to leave after the sale I noticed there was still the hazy look to the three surfaces, but since we were in a hurry I decided to wash it on my own (i figured they just didn't do a good job). When I got home and washed it the "haze" that was covering up the scratches came off and it literally looks like someone took a sanding wheel to the surfaces. The scratches are all the way through the clear coat and will lead to rusting. Both myself and a friend, both of us being "car guys", checked it out on the lot before I started negotiating the price, and they were not noticeable (I would have insisted that either they fix it or offer me a much lower price than I ended up paying). Now that it's properly washed the scratches are all you can see! We took it back but the dealer was not willing to work with us in any way and insisted the scratches were there and we bought it knowing that. They were not even willing to pay for half of the $900 body shop estimate to make it right. Stay away from these weasels. They don't care about anything but the sale...

[redacted],As we spoke when you stopped by, we need the receipts of the oil changes that you had done to your car.   Its important to get these to submit to the warranty company.   When we get those, we will do our best to have them assisting you on the repair.   Thank...

youJim D[redacted]General Manager###-###-####  ext [redacted]@fairoaksmotors.com

[A default letter is provided here which indicates your acceptance of the business's response.  If...

you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I was able to take care of this with your new accounting manager.  Thank you.
Regards,
[redacted]

[redacted]I will pull your file and check the staus on the billing.   I will credit the card if indeed a disputed charge.   Thank you Jim D[redacted] Tell us why here...

[redacted],I am having Tom A[redacted] contact you today to schedule tome for you to bring your vehicle so we can resolve the wiring issue you are having.  I will make sure we get this resolved for you. Feel free to call me with any questions.  Thank youJim D[redacted]General...

Manager###-###-####  Ext [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:
Fair Oaks Chantilly is not representing a factual account of
what happened during my service experience at their dealership.  I ask that Melanie F[redacted] review this
case and respond accordingly.  Further, I
would like to re-iterate that this claim is not based upon the lemon law, it is
based SOLELY upon damaged caused to my vehicle while in the care of Fair Oaks
Chantilly [redacted].  The
damage caused by Fair Oaks Chantilly [redacted] is not covered
under a lemon law claim. 
Per the summary in my complaint I dropped off my vehicle on
August 20th.  On September 12th
I came to pick up my vehicle (My 3rd trip to the dealership to get
the same issue fixed).  The tailgate was
STILL not operating properly and my vehicle was damaged by the dealership in
the front quarter panel. 
After 3 weeks without my vehicle I began researching the
lemon law.  Per [redacted] instruction I
followed the [redacted] Manual entitled “Owners’ Rights Under State Lemon Laws-Supplement
to Owner’s & Warranty Manuals” I was instructed per [redacted] guidelines to
notify the dealership and [redacted] Group of the issues with my vehicle. 
This notification was based upon the guidelines set forth by
[redacted] Group under the Commonwealth of Virginia law. That notification had nothing to do with my
claim against Fair Oaks Chantilly [redacted]. 
Upon returning to the dealership to pick up my vehicle on
September 18th I found that my vehicle was still damaged in the
front quarter panel, and the tailgate was not fixed.  Tom A[redacted] tried opening the tailgate with
the remote and it would not open.  He
proceeded to open the tailgate manually. 
Following this I asked Tom A[redacted] what my options were in regards to
trading in my vehicle, or as it relates to the lemon law.  Tom stated that trading my vehicle was “An
Imperfect option and not something worth pursuing”.  He further stated that my vehicle did not
qualify as a lemon since the problems were non-life threatening.  AT NO POINT was I offered a trade for my vehicle. 
After multiple contacts to [redacted] to determine how to
proceed I finally got confirmation from James P[redacted] that I can drive my
vehicle while I go through the lemon process. 
Upon confirmation from him I came to pick up my vehicle the very next
day October 8th.  My vehicle
was positioned in the furthest left parking alcove of the dealership nearest
the large trees (Facing the street).  It
was covered in acorns and leaves.  Upon
entering the service station I spoke with James P[redacted].  He stated that he was unable to find the key
and the paperwork.  He asked me if I
brought my secondary key.  I stated that
I had not as I left my original key with the dealership.  He stated that he planned on taking the
vehicle out of it’s parking place and cleaning it prior to returning it to
me.  I was given a loaner vehicle as I
needed a car for the following day. 
Upon return to the dealership on October 9th, I
found the passenger side (The side closest to the trees) littered with small
dings.  I brought this up to James and he
told me he would have to contact the body shop to see what can be done.  Tom A[redacted] stated that we reviewed the car on
the 18th and the marks were not there.  This is 100% true.  At no point did I take the vehicle from the
dealership, and it was not damaged in this area on September 18th,
my last time seeing the vehicle.  This
damage occurred while it was in their care and parked under their trees.  He then stated that there weren’t dings, that
it was the light, and that I would need to speak to James in service to
determine a fix.  James stated that he
would talk to the body shop to see what they could do.  I never received a call from Fair Oaks
Chantilly. 
Fair Oaks Chantilly [redacted] caused this
damage to my vehicle by parking it under a large acorn tree.  The statement that they did not cause this
damage is NOT TRUE.  I am asking Melaine
F[redacted] to review their position on this case.  I reject the response of the dealership, it
is not a factual representation of what occurred, nor does it address the
damage they caused to my vehicle. 
Regards,
[redacted]

[redacted]
 I will have Tom A[redacted] contact you next week after researching the radio problem.   I will do my best trying to resolve your issue.  Feel free to contact me.  Thank you Jim D[redacted]General ManagerFairOaks Chrysler Jeep Dodge [email protected]

[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 never spoken with Mr. D[redacted], he has not called or responded to one email that I sent.  Mr. A[redacted] has responded for days that he is looking into the matter.  The reason the warranty was discounted to 1500 with 100 deductible is because Ms. L[redacted] wanted to match what an outside vendor was offering me, and the outside vendor offered a 0 deductible and she couldn't do that.  The reason the gap was reduced is because, again she was trying to beat what my insurance had quoted me.  In regards to the wheel bearings, [redacted] stated it is the responsibility of the dealership because this is a pre-existing issue, which on inspection of the vehicle they should have alerted me or repaired prior to the sale of the warranty.  On my contract I didn't sign the AS-IS clause.  So I thank you for giving me the documents I was already entitled to but my wheel bearings is something serious and how to you sell a vehicle knowing they are bad.  That is dishonest and had it been disclosed, that is one thing but it was never disclosed.
Regards,
[redacted]

Attached are the documents requested by the consumer. The [redacted] and the Buyers Guide. As of the receipt of this complaint the consumer has already spoken to the GM Mr. Jim D[redacted]. Mr. D[redacted] explained that we do not guarantee the Maryland Inspection. This was also acknowledged upon purchase of...

the vehicle. Document included. Also, included is the buyers guide that states the vehicle does not have a dealer warranty. The vehicle passed both Virginia and Maryland Inspection. Both of which inspect the wheel bearings and were found to be within specifications. All the documents indicate what was agreed to by the consumer and the dealership. Attached is the Gap policy that was discounted from $875 to $600. And the Warranty that was discounted from $1740 to $1500 with the $200 deductible. I hope this clarifies any confusion.

The customer brought their vehicle to our dealership to have a safety recall performed.  This recall entails replacing the drivers side airbag which is a single component that includes the steering angle sensor.  The customers vehicle was brought to us with the center steering and...

alignment far out of adjustment.  After replacing the customers defective airbag with properly operating replacement part the pre-existing alignment problem of the customers vehicle caused the now properly operating replacement airbag to sense how far out of alignment the steering wheel and alignment was in relation to factory specifications.  Because of the pre-existing condition with the customers vehicle now properly operating airbag and steering angle sensor sent communication to the vehicle that sensed that the steering wheel was being turned in such a way that the computers sensed that the vehicle did not have proper traction.  This caused the vehicles traction control to engage.  This condition was explained in detail to the customer that evening.  We did not require the customer to perform services at our dealership and in fact informed the customer that the needed alignment could be performed anywhere.  The salient fact is that the only reason that the customers traction control system was sensing an improper traction control issue was due to the condition of the vehicle before it was brought to our dealership.  The replacement of the airbag does not affect the alignment of the vehicle.  The recall work that we performed free of charge to the customer was performed correctly by a certified and factory trained technician.  The quality of the work was verified by the shop foreman who is also a experienced factory trained technician with over 30 years of experience.  We cannot re-install the customers defective airbag that poses a severe safety risk and the defective airbag is required to be returned to the manufacturer for proper safe disposal.  I am available to answer any further questions or supply any needed additional information.Best Regards, Tom A[redacted]Service Manager

[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.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and agree that their response is true, I have received a full refund for the battery. 
Regards,
[redacted]

[redacted] My name is Jim D[redacted] and am the General Manager of FairOaks [redacted].  I do apologize that you didn't have the buying experience you desired.  I will do my best to find or locate a car that meets your needs.  Unfortunately we do not hold Used Cars for...

customers.  We get multiple leads and calls on cars and some people buy and some don't.  It is unfair for a customer wanting a car to be told its on hold to a customer that may or may not come back (which is often)  Let me see if there are some cars that we can make work for you.  I will stay in touch.  Thank youFeel free to call or email.  Thank youJim D[redacted]@fairoaksmotors.com###-###-####  Ext  [redacted]Tell us why here...

Mr.. [redacted],  If there is a time you can stop by with your vehicle.  I will do what I can do to assist you with your issues regarding the fluids.   10 months after the purchase date although I will do my best.  thank you Jim D[redacted]General...

Manager[redacted] ###-###-####  ext  121