Fair Oaks Motors, Inc

We are in receipt of Mr. [redacted] complaint. It has been sometime since it was submitted and we believe that the issue has been resolved. Mr. [redacted] agreed to the terms of purchase and trade in at the time of purchase. In 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 vehicle. Mr. [redacted] signed the credit application authorizing us to do so. In turn, if we are able to get the customer a comparable interest rate or better we will certainly offer to do so. We do not subject anyone to “tricks or gimmicks” in order to get them to purchase a vehicle. The loan Mr. [redacted] signed at the dealership has not been cashed and he was not subjected to any finance charges from this contract. Mr. [redacted] asked in his complaint for a refund of the finance charges, since there are no finance charges this seems to be resolved. As 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 worth. This amount is not something that can be refunded as it has been paid to his bank in order to get a free and clear title. Thank you,Jim D[redacted]###-###-####

I worked with Shaban to buy my car and he was excellent! He also sold my sister and brother-in-law a jeep as well. I would recommend him and his expertise to all my friends and family!

We apologize for the delay in the cancellation of the warranty for [redacted]. We have resubmitted the requests for cancellation and have asked for [redacted] to expedite the cancellation. We have received a letter stating that the cancellation is in process and has been expedited. [redacted]...

[redacted] should have her refund in less than 2 weeks. If there is a further delay please let us know immediately.Attached is the letter from [redacted] Warranty.
Sincerely,
Melanie F[redacted]
President
Fair Oaks Motors

thank you so much for handling my case. 
At the time (Dec 02, 2015) that I reported the incident I felt to exploited, deceived and abused. I am OK now because the sales...

manager at Fair Oaks Motors (Giles) had the front bumper and hood damage fixed. He also gave me a free 36 month 36,000 mile warranty to compensate for my emotional distress. 
This issue has been resolved. Please take down the complaint. 
thanks,

[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. 
Regards,
[redacted]

Thank you for your email regarding the complaint filed with
the Revdex.com by [redacted]. 
Ms. [redacted] did purchase a new 2015 [redacted] 200 (VIN [redacted])
from our dealership on March 25th, 2015.   The 2015 [redacted] 200 has had 3 manufacturer
recalls that have...

been completed by Fair Oaks Motors.  In addition, the vehicle has had paint
defects which were repaired under the manufacturer’s warranty.  The paint defects have been properly repaired
and Ms. [redacted] is in possession of her car.
 
The nature of Ms. [redacted]’s complaint is specifically related
to the manufacturer’s warranty and the remedy she is requesting is specifically
related to the manufacturer of the vehicle. 
Ms. [redacted] states that the nature of her complaint is “due to manufacturer issues”.   Further the specific request of her remedy
is for the manufacturer to buy back her vehicle.  Ms. [redacted]’s requested resolution specifically
states “I would like [redacted] to buy back this automobile”.  Fair Oaks Motors is the dealership where her
car was purchased and is serviced, but we are not the manufacturer.  If Ms. [redacted] wants [redacted] to buy back her
vehicle there are specific guidelines outlining when a manufacturer is obliged
to do so as prescribed by Virginia law and she would need to address that
request with [redacted] directly.
 
Within the complaint Ms. [redacted] asserts that Fair Oaks Motors
is “balking at the warranty work that has
been done so far”.  Fair Oaks Motors has
never refused to perform warranty work on her vehicle.  Further, Fair Oaks will not refuse to perform
warranty work on her vehicle in the future. 
Fair Oaks Motors has not conveyed directly or indirectly any reluctance
to honor the manufacturer’s warranty on her vehicle. 
 
Fair Oaks Motors has faithfully executed its duty in both performing
the recall repairs for her car and in honoring the manufacturer’s warranty for
her new vehicle.  Fair Oaks Motors will
continue to honor the warranty on Ms. [redacted]’s vehicle with diligence and
fidelity.  Please let me know if I can
answer any questions or be of further assistance.
 
Best Regards,
 
 
 
Tom A[redacted]
Service Manager
Fair Oaks Motors Incorporated

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: Thank you, I will accept this response as soon as the harness is received and confirmed the correct part (which it appears to be per the picture Tom sent me).  This Navigation/stereo was a part of the original sale from the dealership and I was unaware of where it was coming from and if it was aftermarket or not. Tom did get back to me yesterday and is having it sent to me so I can take to an installer to confirm this is the correct piece.  The odd part is that this harness comes with the Navigation/stereo and I was told that they could not locate it after I picked up the vehicle. I appreciate Tom taking care of this matter thus far.Thank you
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 they still have not addressed the fact that they explicitly and incorrectly told me that destination fees are not included in [redacted] prices, when in fact they already are - and as a [redacted] dealership, they know that. They tout their 'transparent pricing', however if you look at the attached copy of the pricing sheet, you'll see the final price we agreed to on the first sheet, and that it has an additional $1195 added to the 'DataDots Theft' field (which is hardly 'transparent', since our transaction had nothing to do with DataDots Theft fees). My impression was that they had to show me our agreed price in the top of the sheet which already included the destination fee, so they had to pick another field to add the destination fee on again. They then told me that if I lump this fee in with our agreed price, it will save me on taxes, which is what the second sheet shows. So, yes, I signed that second sheet - but based upon the false information they provided.
They keep referring in general to 'multiple factors' within this deal, such as my trade-in. That should have nothing to do with whether a destination fee is required or not. I believe what really happened is that they didn't want to match what [redacted] would give me for my trade in - but instead of being honest about that, they gave me more on my trade than they wanted - but then misled me on the [redacted] destination fees to recover that difference. Had they been honest and up front, I could have just brought my trade-in to [redacted], and still purchased the truck with the [redacted] price and saved $1195, but instead they misled me - and now won't make it right. They seem to think providing false information doesn't matter if the deal seems fair enough to them. 
The bottom line is I could have walked from their place with that [redacted] certificate and purchased the truck without the double destination fee, but they lied and told me I couldn't... and they point to my signature on the agreement absolving them of whatever was said during our negotiations - basically stating it's somehow my fault for believing them and signing to the agreement. 
This entire situation has been nothing but frustration for me from the moment I drove off the lot - from the broken RamBox door that I was told by FairOaks that it just needed to be 'pounded back in place' (which my local dealership inspected and has since replaced the defective door), to the 'service suspension system' light that came on during my drive home from the dealership (my local dealership found a rear sensor wasn't mounted properly), to the lack of responsiveness by FairOaks to my emails and phone calls (I needed to call 2 or 3 times each time before someone would return my call), to how their story has changed on their side from offering to 'split the difference' to 'too bad, you agreed to this'.  As a customer that just made a $50K purchase from FairOaks, I would have expected a little better customer service than this. 
Regards,
[redacted]

[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. 
Regards,
[redacted]

thank you so much for handling my case. At the time (Dec 02, 2015) that I reported the incident I felt to exploited, deceived and abused. I am OK now because the sales manager at Fair Oaks Motors (Giles) had the front bumper and hood damage fixed. He also gave me a free 36 month 36,000 mile...

warranty to compensate for my emotional distress. This issue has been resolved. Please take down the complaint. thanks,

Dear [redacted],We are sorry we are unable to refund [redacted] any amount of his purchase price. Ali agreements made by the dealership were honored in the documents signed by the customer. There was not a [redacted] Certificate in [redacted]'s name that was submitted to the dealership.I hope this case can be resolved and the Revdex.com finds that the dealership is not responsible for refunding any part of the purchase price that was agreed to by the customer and the dealership,Sincerely,Melanie F

Ms. S[redacted],
I first wanted to apologize again for our service department
not completing all of the services on your vehicle at the prescribed intervals.
I have carefully reviewed both the factory recommendations
for maintenance and the provisions of your maintenance contract and...

compared
that to the services that we have performed.  After going over your
complete service history I have found, as previously discussed, we did not
rotate the tires at the proper intervals.  In regards to any other missed
services, the only additional service that we missed is the replacement of the
cabin air filter at 20,000 miles. 
Fair Oaks will reimburse you a total of $325.97 which
is $268.16, the total cost of your replacement tires, plus $57.81, the retail
price to replace the cabin air filter.
I understand your frustration with our service
department.  I have reviewed this issue with our service lane staff and moving
forward we will be making sure that items like these are not overlooked. 
The only thing that I can add is that the two service consultants that you
dealt with on most of your service visits are no longer with our company and I
believe that you will find our new consultants don’t let things like this get
overlooked.  You can also deal with me directly if you would like for
anything that you need in the future.
If there is anything that I can do for you in the future,
please let me know.Sincerely,James P[redacted] Service ManagerMelanie F[redacted] PresidentFair Oaks Chrysler Jeep Dodge Ram

We apologize for the inconvenience and frustration that has been caused by not being able to fix **. [redacted] vehicle. Outlined...

below is our most recent attempts to fix the vehicle to
**. [redacted] satisfaction.
On January
27th the vehicle was brought back in and the concern was that there was a
clicking noise from the left front.  Our
technician drove the vehicle several times over several days and we heard the
noise occur one time.  Because we
couldn’t duplicate the noise again we did not attempt a repair.
On February 7th the vehicle was brought back in so
that our shop foreman could go for a ride with the customer to point out the
noise.  The vehicle made the noise and an
appointment was made to bring the vehicle back in February 10th.
On February 10th the vehicle was dropped off for us
to look at the noise and to check the wheel alignment again.  We looked at the vehicle and determined that
the noise was coming from the front axle assembly.  We realigned the vehicle and released it back
to the customer after we had ordered the part for the front axle.  The parts were on back order and the issue
was not a safety concern so we advised the customer it was ok to drive the
vehicle.
On March 11th we received the part and notified **.
[redacted].  We agreed that he would
bring the vehicle back in on Monday afternoon, March 17th, to drop it off for
the repair.  I also advised **.
[redacted] that Enterprise would reserve a vehicle for him.
The largest issue that we had with trying to identify
the concern **. [redacted] was experiencing the concern because of  its intermittent nature.  We were making every effort to attempt to
duplicate his concern without any luck. 
Once we were able to have our shop foremen ride with **. [redacted]
while the noise was occurring, we were able to identify what was causing the
noise and order the parts necessary to repair the vehicle.
We hope to have this all resolved on Monday. We
apologize for the length of time it has taken to get to the bottom of the
problem. But, it is not for a lack of effort on our behalf.
In regards to the request for resolution, any
discussion regarding the replacement of a vehicle needs to be addressed by the
manufacturer in accordance with the manufacturer warranty. Fair Oaks will continue to
attempt to resolve the issue if we are unable to there is information in the owners
manual regarding what to do when further resolution is needed.

Thank you for your email regarding the complaint filed with
the Revdex.com by [redacted]. 
Ms. [redacted] did purchase a new 2015 [redacted] 200 (VIN [redacted])
from our dealership on March 25th, 2015.   The 2015 [redacted]...

200 has had 3 manufacturer
recalls that have been completed by Fair Oaks Motors.  In addition, the vehicle has had paint
defects which were repaired under the manufacturer’s warranty.  The paint defects have been properly repaired
and Ms. [redacted] is in possession of her car.
 
The nature of Ms. [redacted]’s complaint is specifically related
to the manufacturer’s warranty and the remedy she is requesting is specifically
related to the manufacturer of the vehicle. 
Ms. [redacted] states that the nature of her complaint is “due to manufacturer issues”.   Further the specific request of her remedy
is for the manufacturer to buy back her vehicle.  Ms. [redacted]’s requested resolution specifically
states “I would like [redacted] to buy back this automobile”.  Fair Oaks Motors is the dealership where her
car was purchased and is serviced, but we are not the manufacturer.  If Ms. [redacted] wants [redacted] to buy back her
vehicle there are specific guidelines outlining when a manufacturer is obliged
to do so as prescribed by Virginia law and she would need to address that
request with [redacted] directly.
 
Within the complaint Ms. [redacted] asserts that Fair Oaks Motors
is “balking at the warranty work that has
been done so far”.  Fair Oaks Motors has
never refused to perform warranty work on her vehicle.  Further, Fair Oaks will not refuse to perform
warranty work on her vehicle in the future. 
Fair Oaks Motors has not conveyed directly or indirectly any reluctance
to honor the manufacturer’s warranty on her vehicle. 
 
Fair Oaks Motors has faithfully executed its duty in both performing
the recall repairs for her car and in honoring the manufacturer’s warranty for
her new vehicle.  Fair Oaks Motors will
continue to honor the warranty on Ms. [redacted]’s vehicle with diligence and
fidelity.  Please let me know if I can
answer any questions or be of further assistance.
 
Best Regards,
 
 
 
Tom A[redacted]
Service Manager
Fair Oaks Motors Incorporated

**, [redacted],Please email the receipt of the Repair Order that was repaired.  I will assist you in the reimbursement.   Thank youJim D[redacted]General Manager[redacted]@Fairoaksmotors.com[redacted]  Ext  [redacted]

[redacted],Looking at your paperwork I have found you paid the online price plus the Fee's explained in the Advertised Price.  We did not add Destination twice.  Not sure what vehicle the other dealer had quoted.  Rest assured you received a wonderful price.  Feel free to call or...

stop by and I will personally go over our pricing. Respectfully,Jim D[redacted]General Manager###-###-####  Ext. [redacted]@Fairoaksmotors.com

I had my Jeep serviced on Aug . I received an email asking how they did. I responded with the following email.
"I had an appointment on July 30th at 3:00pm. I arrived early and was told there was also a recall that needed to be done and it would take approximately 2.5-3 hours. I had my one year old daughter with me and called my husband to come pick me up. I was told I'd receive a call when the work was completed.
I called at 8:00pm and was told the service manager was on lunch and would call me back. I called back at 10:00pm. I was told I'd be angry because the work wasn't completed. My keys were left on another customers passenger seat and it wasn't realized until the customer called when they got home. Again, it was 10:00pm and I was just being told your dealership lost my keys and didn't perform any maintenance on my vehicle. Mistakes happen I said but I have a child and need a vehicle. I was promised a rental car first thing in the morning. I was told your dealership was in the process of retrieving my keys and my jeep would be a priority and worked on first thing in the morning.
July 31st I arrived at 7:00am to pick up my rental car. I went over to the service dept and gave them a spare set of keys (NO ONE told me to bring them but I didn't want any other issues). I was called at 1:30 and told all of the maintenance was completed on my jeep. I arrived at the dealership at approximately 2:30 and was only given my spare keys back. The service manager apologized (the same man I spoke to the evening before on the phone) but this was not acceptable. My vehicle was promised to be worked on first thing and a "priority" however you still wouldn't have had my keys to work on my jeep until after 3:30. Again, not acceptable. When I went to pay, your receptionist said don't lose this set. I almost went through the the roof. You guys lost my keys and she's telling me not to lose this set. Unreal.
I wish this was the end of this saga but sadly that's not the worst part. I asked that my keys be sent to my house when they are found and went to leave. After reinstalling my child's car seat that I had to take out and use in the rental car, I put my bags in the vehicle and see a RAZOR BLADE on my seat. I will say this again, I reinstall my child's car seat and find a RAZOR BLADE on the seat. I walk back into your dealership furious hand the razor blade over and leave still without my keys. My husband went and picked my keys up at 4:00 because you didn't have our correct address.
I can't even begin to say how UNACCEPTABLE this experience has been. There are toys and diapers in my back seat. The was no care taken. The loss of the keys ok simple mistake but there was no attempt to rectify it first thing the next day. Bottom line, I honestly can not even come close to getting past the razor blade left in my jeep. My husband and I both have jeeps. I am disgusted with you're dealership and lack of service. You want to know how it was? It was awful and truly the worst experience I've ever had with a service department."
I didn't get any acknowledgement back positive or negative from this email. I filled out the customer satisfaction survey a week later and again received no response back. It has been six weeks after this incident and no one in management has contacted me to try to rectify this experience.

[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.  However, I must add that we've been through this process once before. I was told the situation was remedied, but a year later they started all over again with trying to collect money that was due. Hopefully this time is the last time I have to file a claim over the same problem.
Regards,
[redacted] And [redacted]

[redacted],I will get this resolved this morning.   If you have any further questions please do not hesitate to call.  Thank youJim D[redacted]General Manager###-###-####  ext. [redacted]

Customer came in yesterday and FairOaks resolved the issue.  Thank YouJim D[redacted]