Fairfax Motors, Inc

I just spent over an hour on the phone with a customer service manager, Sean, who went on to tell me that the six "Call Failure" messages I had before calling them today, never happenedHe proceeded to argue with me about my service saying the problem is my device and not At&t, even after two agents before him explained to me that not only is my area listed as having awful coverage, a cell tower was down
At&t has been my service provider for over yearsEveryone knows At&t service in Los Angeles is horrible, including At&t customer serviceIn the past when service would get this bad, At&t would be honest with their customers explaining the lack of cell towers and properly refund you for the lack of serviceThis very reason is why I stayed with themFor the past two years, service has gotten far worseIn the last months, I've had so many dropped or "Call Failure" messages that I've been eyeing other competing cell providersTodayI had sixSixFor a service I'm paying over $forNot to mention the constant throttling for having unlimited dataSo sorry I decided to be loyal to a company because apparently they punish you for it
Today, after being fed up with this issue, I called the number and spoke with three different peopleThe first agent was very polite and considerateHe acknowledged the issues At&t is well known for and transferred me to what he thought would be someone who might be able to tell me more about my areaThe next person I spoke with was a woman named TequilaShe explained that not only was a tower down, but my area had horrible coverage and that I qualified for a microcell to be sent outI expressed my concern that a quick fix like that would only help in my home and no where else in the city, and that I was tired of paying $a month for a service I cannot useExample: I cannot go around texting everyone I need to callI asked her to review my history and determine based on my dropped calls what a fair reimbursement would be, considering this is been a constant issueUpon hearing the words "reimbursement", she changed her tune and suddenly started telling me the issue was with my device, even though I explained to her that I've had several different iPhones since and the same service issues persist because it's the lack of cell towers and coverage in Los Angeles (this was explained to me by At&t countless of times before)Suddenly, everything she has told me before was taken back the second I asked for "money back"I asked to be transferred to a supervisorInstead, I was transferred to a floor manager named SeanHe made it his mission to offer me nothing, stating that I was lying about the dropped calls today since, after asking him five times to pull my dropped call log, he could not see any on his report and that they were only offering a $credit since they were sending out a microcell that's worth $That very mircocell he offered is selling for $everywhere onlineAlso, if I hadn't received those call failures today, I wouldn't have even called in!! I hate calling to fight for what you've already paid for from a companyIt's one of the most degrading thingsAnd, the customer service agents they have don't even care and even express their unhappiness with their job
It's pretty insulting to put your customers through this song and dance when they're trying to feel less 'screwed over' by the company they try and defend to everyone else who has dropped At&t and switched to VerizonI'm a person who likes to have a history with a company, but apparently that no longer means anything to At&tIt's almost as though they're trying to lose their customersSomething that I'm sure corporate would not approve of
Verizon is offering me an $80/month plan plus a new phone for the exact same plan I currently have with At&tI'm curious to see how At&t corporate would like to handle this situationIf not, I will be cancelling my service with them for good

[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 meI do appreciate your offer of $as that does help cover some of the problems I need to have fixedIf there are forms that need signed, please send them to me via email.
Regards,
*** ***

To Whom It May Concern:
*** *** purchased the *** *** convertible from Fairfax Motors on 3/28/Prior to purchase, *** *** was told that the vehicle had been lowered by the previous ownerUpon arrival at the dealership, *** *** was offered a full test drive and offered an
opportunity to purchase an extended service contract that would protect the car for an additional five years*** *** declined the service contract and purchased the vehicle "as is"Nevertheless, *** *** and Fairfax Motors are working together to reach a goodwill agreement of $in order to help contribute some of the costs that *** *** feels he has incurredFairfax Motors has also offered to refund the purchase amount of the vehicle should *** *** desire, however, at this time *** *** has declined this offerIt is our sincere hope to have this matter resolved amicably.Fairfax Motors Management

There not locked in prices are not locked in they charge more every month

I recently moved and requested a switch from an AT&T U-verse (digital phone & internet) at my former residence to a landline at a new locationAT&T advised that the U-verse was cancelled - and set up an appointment for installation of the landlineAT&T in fact lied, repeatedly, about having cancelled my U-verse serviceIt took several weeks and hours of phone and chat conversations to get straightFinally - when it was cancelled, I returned the equipment as directedA service tech advised me to keep the return receipt because they would probably claim that they didn't get it and charge meWhich is what has happened - and they are impossible to get in touch with about it

horrible customer service. Bill is always incorrecct. I get charged for fees that nobody can explain. They should be held accountable for what they tell people since we have to pay for the service. I get promised one amount and it is never the amount that my bill is. AT&T is horrible!!!!!!!!!!!!!!!!!!!

[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 don't find that you are being truthful or trying to be a good company to do business with. I bought through a dealership to feel secure in what I was buying. I had many opportunities to buy from private sellers but I was not comfortable knowing there may be hidden problems with a vehicle. When I bought this vehicle, I was never told the car was sold as is. I was also told I had 30 days to contact the dealership with any problems involving this vehicle. Hence the reason I didn't need an extra warranty to add onto the sale. When I had the car inspected (1.5 weeks after I bought the car), I couldn't even pass inspection which meant the car was not drivable in the state of PA. I contacted 3 different people at this dealership when I ran into this problem. No one wanted to help. I was told the owner couldn't "do" anything by the sales person I dealt with. In fact, no one even took time to contact me to find out why I was upset. It certainly feels like you knew you screwed another customer and now that customer has over 4000.00 extra that needs to be put into a car. You think anyone buying a car would have been able to see the problems under this car? Let me list what was found just going for an inspection: These are all items that FAILED: brake fluid- 139.99, cabin/heba micro filter - 119.99, all 4 tires were bad which also needed an alignment - 1162.00 and 159.99, and the exhaust hanger was broken. There were other issues that the mechanic also recommended fixing which was a broken right thrust rod brushing which was torn and leaking. The average person would never have seen this and if I knew it was sold as, I certainly would have been more cautious of your business.  And to blame a car being lowered on these problems, amazes me. Half of these issues have nothing to do with it being "lowered", and if it does as a business you should have been the first to see many of these problems on your first inspection when bringing it on your lot.
You are right you offered 500.00 on good faith. That is 12% of what I have to put out of my pocket extra for a vehicle I cant even drive right now in the state of PA.  For the amount of money I have to put to be able to use this car, I could have bought a car that was 100% in better condition. Again, you did offer for me to return the car, and again I would then be losing 1500.00 for PA taxes. Either way, I don't think they treated me very well during this and they have given their company a bad name. They have many complaints on Revdex.com and I think someone needs to look into the problems they have before they create more unhappy car buyers.
I guess I shouldn't have expected this business to offer half of the cost to get this car up to driving conditions, but I would expect more than 12% for them to feel like they gave a good faith offer. 500 just barely covers the broken exhaust hanger.
Regards,
[redacted]

[redacted]-
I wish you would not reject this offer and I am willing to clarify a few of the points that you made. First and foremost, an extended service contract was offered that would cover the vehicle for up to five years. The complimentary 30 day warranty we offer is for the engine and transmission only. Because of its limitation we offer extended service contracts and our complimentary warranty should never deter a customer from purchasing extra coverage. I have attached a copy of your declination of this coverage. It is obviously at your discretion to not purchase the warranty but I wanted to clarify that it was recommended and offered to you. 
Regarding the Pennsylvania state inspection. We were VERY clear that we only warranted our state of Virginia inspection. Every state has different standards and for that reason we can only warrant Virginia state inspection. I have included a document that you signed clearly highlighting this policy of ours and this was disclosed to your prior to purchase.
 Regarding the list of items that you indicated in the failed inspection, clearly brake fluid, and cabin filter replacements have nothing to do with the inspection of the vehicle. They are wear and tear items that are maintenance related. Each state has differing tire regulations and the tires passed Virginia inspection. We have been in business 21 years and have an A- rating with the Revdex.com. We attempt to stand behind our reputation and vehicles and of course do not wish that [redacted] would have to spend anything on his pre-owned vehicle. Sometimes that is just not the case. Even though the paperwork clearly indicates that the vehicle and inspection are at the future cost of the client, we do not want to hide behind these lawful statements. We would like to help [redacted] because we understand that sometimes things are not as black and white as they seem. We would be willing to increase our offer to $700 to help [redacted]. We look forward to working with [redacted] to get this resolved. 
Regardfs
Fairfax Motors

I received a mailing advertisement clearly marked with an AT&T logo and in every way the telephone number listed indicated it was AT&T. It turned out instead to be Direct TV, although I discovered this later the hard way. The Direct TV agents all provide different information about important details concerning "service packages" and whether installation is free or may cost hundreds of dollars. Now it turns out you don't need Direct TV at all and can instead opt for "Uverse" television, which I found out by coincidence when cancelling the "service package." But good luck cancelling, after several calls I could not get any form of confirmation for my cancellation. Notices continued arriving via email the next day that my AT&T and Direct TV "service package" installation was still scheduled, even though it was long since cancelled. Meanwhile my credit card had already been charged 3 different times for some type of mysterious equipment inventory fee. So I visited the AT&T store today in Orange City, FL, and Manager Trevor asked me to leave after I objected to waiting 10-15 minutes to confirm that my order was cancelled. I cannot tell you how dreadful this organization is in every possible way, especially after spending 4 hours on the telephone yesterday and being thrown out the AT&T store today. Keep in mind several employees at the AT&T store were literally standing around merrily chatting with each other and still could not find 15 seconds to look up my order number to confirm it was cancelled. And Manager Trevor approved of the employees standing around and not assisting me with this simple request, insisting that I "wait on a list" to confirm the order was cancelled. Never mind that I spent 4 hours on the telephone already unable to get a straight answer to an incredibly simple question. No wonder this website shows a 92% negative view of this awful company and its sidekick Direct TV.

Review: I purchased a vehicle from Fairfax Motors in 2011 alongside with service warranties. I purchased [redacted] Service Warranty as well as Contract warranty with the dealership. I was left under the impression that [redacted] would pay whatever remaining balance that would be owed on my car after my insurance paid their part. My car was totaled August 19, 2012 the other party was at fault but uninsured. I am now left with a balance on my loan for a car I no longer have. I have reached out to Fairfaxmotors several times in attempt to have my situation resolved.Desired Settlement: To have this negative balanced removed from my credit.

Business

Response:

To Whom It May Concern The [redacted] protection that **. [redacted] purchased covers up to the maximum loan amount of 125% of the NADA Retail value of the car. Attached is a copy of the front and back of the [redacted] program that was signed on the date of purchase. It clearly states the percentage of coverage in the event of an accident that is covered. We were able to contact and confirm with [redacted], the administrator for [redacted], that 125% of the NADA retail value of the vehicle was paid for. During our conversations with NWC we were informed that the insurance company of the other party involved in the accident deducted payment from **. [redacted]'s vehicle. We recommend **. [redacted] look into why they paid as such. Furthermore, we have cancelled the [redacted] Service Warranty that **. [redacted] purchased. The refunded portion of approximately $1000 will be sent to her lien holder to help pay down the remaining balance. If there is anything else we can do in the future we would be more than happy to assist **. [redacted] in any way possible. Fairfax Motors

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I purchased this vehicle from this Dealership and they specifically told me that in any event anything was to happen to my vehicle that I would be covered and able to get in to a new vehicle with no problems.

This is the reason why I purchased the [redacted] Contract as well as the other service warranties that I did. They reassured me that I would not have any issues and that [redacted] would cover the remaining balance in which was left from what my insurance paid

and that was not the case. This dealership did not act in good faith and did not look out for the better interest of the customer (me).

Regards,

Business

Response:

After reviewing **. [redacted]'s response to our last post, I am sorry to inform her that the contract clearly stipulates 125% of the NADA Retail price as the measuring stick for what rubric is used when paying off the difference. We once again suggest she take the matter up further with the uninsured party that was responsible for the accident. It is our understanding that they short funded a fairly large amount of the difference. If there is anything we can do to help **. [redacted] in any other way regarding reaching out to the other insurance policy we will not hesitate to. If not, the contact that was signed the day of purchase is very explicit as to what coverage it offers in the event of an accident.

Fairfax Motors

Review: I went into Fairfax Motors on 8/10/2013 to sell a 2009 MAZDA CX-9 and purchase a 2010 NISSAN Maxima, these were supposed to be two separate transactions. But they wrote the sale up as purchase with a trade. Fairfax Motors have had possession of my vehicle since 8/10/2013. My vehicle loan listed above was sold on 8/15/2013 to Fairfax Motoers in Fairfax VA. the point of contact is a **. [redacted], ph number ###-###-####. He was supposed to send [redacted] a check in the amount of $17500..00 for my Mazda CX-9 as of the date they still have not paid my credit uniion [redacted] Credit Union, the agreed amount of the sale was supposed be for $17500.00. I need a lead official to investigate the non receipt of a check payment of $17500.00 on my vehicle sold on 8/15/2013 to Fairfax Motors, in Fairfax VA ###-###-####. Fairfax Motors of Fairfax , VA has my vehicle on the Dealership parking lot for sale, they even have it posted on their internet webcite for sale since 8/15/2013. I turned in my registration Virginia vehicle Title [redacted] to DMV on 8/24/2013 and my insurance with [redacted] for the previous [redacted] financed Mazda CX-9 was cancellED this date. My original payoff on my vehicle was $32662.00, Fairfax motors agreed to pay $17500.00 for my vehicle and my credit union is going to process me a signature loan for the remaining balance after receipt of the $17500.00 check from Fairfax Motors. The Sales Manager and Finance Manager have made arrangements with **. [redacted] for the transaction delivery of the check payment of $17500.00 for the MAZDA CX-9, but as of this date no payment has been received by [redacted] Credit Union in my behalf and Fairfax Motors still have MAZDA CX-9 in their possession. Ang again I reiterate the sell of my 2009 MAZDA CX-9 was a separate transaction, even though I purchase a 2010 NISSAN Maxima, these were supposed to be two separate transactions. But they wrote the sale up as purchase with a trade and put a trade allowance of $17500.00 for my MAZDA CX-9 on the sales contract.Desired Settlement: Pay [redacted] Credit Union the agreed amount of $17500.00 for my 2009 MAZDA CX-9 ASAP.

Business

Response:

When **. [redacted] first came to Fairfax Motors he indicated that he had acquired a signature loan with [redacted] Credit Union in order to complete the sale of his Mazda CX9 to our dealership. We had **. [redacted] get a letter, attached here, indicating that if we paid $16,500 for the Mazda CX9, [redacted] would provide Fairfax Motors with a clear title. The remaining negative equity would be fulfilled with the signature loan that he had been approved for. We agreed to purchase his Mazda CX9 for $16500 and sent a check to [redacted] Credit Union in that amount. At the same time, **. [redacted] purchased a Nissan Maxima from us. In order to secure his financing, the bill of sale had to indicate that he was trading his Mazda CX9. As a result we drew up a purchase order reflecting this. **. [redacted] was fully aware that we would only be paying $16,500 for his Mazda CX9 and as a result we instructed him to get us proof that for funds of $16,500 his Mazda loan would be fulfilled. The attached letter clearly indicates this. As of today, [redacted] has cashed our check and has sent us the title as the letter stipulates.

Review: I purchased a 2010 Lexus GS 350 from Fairfax Motors the first week of August. I have written documentation from them that states they owe me a replacement drivers headrest. I went to pick up the headrest and drove it to Lexus in [redacted] which stated it was the wrong type and that Fairfax Motors had tried to get the headrest replaced through them but it did not fall under the car's warranty. The headrest costs over $1800 so I was given an inferior headrest instead of the one that is supposed to fit. I have been waiting for weeks for this headrest to no avail. Additionally, the tire sensors on the vehicle where not working and this was not relayed to me when I bought the vehicle.Desired Settlement: I want the correct headrest and a refund that is supposed to some with my car that I was promised verbally and on written documentation. Additionally, I want a refund for the tire sensors I had fixed and my gas reimbursed for having to drive to their facility and Lexus to deal with this issue.

Business

Response:

To Whom It May Concern: **. [redacted] brought her concerns to the attention of the dealership and we repaired the concerns she mentioned. After we recognized that **. [redacted] had been inconvenienced during the process, we offered to reimburse her a goodwill payment of $500. **. [redacted] signed an attached goodwill agreement in order to compensate her inconvenience. We also reimbursed her the payment she had made for repairs and repaired the headrests as stipulated. It is our understanding that the $500 payment she received was satisfactory to her and put this matter to rest.

Regards,

Fairfax Motors

Review: I purchased a white 2008 convertible [redacted] from Fairfax motors. Before purchase,

I checked the [redacted] report and test drove it. Everything checked out at immediate site, until I took it into a local shop to get my PA inspection. [redacted] would not pass this car and estimated repairs of the vehicle at over 4000 dollars. I mailed this estimate to Fairfax and called multiple times. I contacted the sales person who said he talked to the owner and the owner didnt want to do anything. (At the date of purchase, I was told I had a 30 day warranty) I was only contacted after I asked the owner to call me was when they couldn't get the registration done (couldn't get done considering I couldn't pass pa inspection) the car was purchased for 21500 dollars so 4000 dollars 1/4 of the price I paid for the car. I feel we deserved more from this delearship and some compromises should have been made as they clearly sold a car with many problems. Many of which are not visible without a mechanics experience.Desired Settlement: I would like this company to find a way to meet on the middle on some of the repairs as they should have before the vehicle was sold to me.

Business

Response:

To Whom It May Concern:[redacted] purchased the 2008 [redacted] convertible from Fairfax Motors on 3/28/2014. Prior to purchase, [redacted] was told that the vehicle had been lowered by the previous owner. Upon arrival at the dealership, [redacted] was offered a full test drive and offered an opportunity to purchase an extended service contract that would protect the car for an additional five years. [redacted] declined the service contract and purchased the vehicle "as is". Nevertheless, [redacted] and Fairfax Motors are working together to reach a goodwill agreement of $500 in order to help contribute some of the costs that [redacted] feels he has incurred. Fairfax Motors has also offered to refund the purchase amount of the vehicle should [redacted] desire, however, at this time [redacted] has declined this offer. It is our sincere hope to have this matter resolved amicably.Fairfax Motors Management

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I don't find that you are being truthful or trying to be a good company to do business with. I bought through a dealership to feel secure in what I was buying. I had many opportunities to buy from private sellers but I was not comfortable knowing there may be hidden problems with a vehicle. When I bought this vehicle, I was never told the car was sold as is. I was also told I had 30 days to contact the dealership with any problems involving this vehicle. Hence the reason I didn't need an extra warranty to add onto the sale. When I had the car inspected (1.5 weeks after I bought the car), I couldn't even pass inspection which meant the car was not drivable in the state of PA. I contacted 3 different people at this dealership when I ran into this problem. No one wanted to help. I was told the owner couldn't "do" anything by the sales person I dealt with. In fact, no one even took time to contact me to find out why I was upset. It certainly feels like you knew you screwed another customer and now that customer has over 4000.00 extra that needs to be put into a car. You think anyone buying a car would have been able to see the problems under this car? Let me list what was found just going for an inspection: These are all items that FAILED: brake fluid- 139.99, cabin/heba micro filter - 119.99, all 4 tires were bad which also needed an alignment - 1162.00 and 159.99, and the exhaust hanger was broken. There were other issues that the mechanic also recommended fixing which was a broken right thrust rod brushing which was torn and leaking. The average person would never have seen this and if I knew it was sold as, I certainly would have been more cautious of your business. And to blame a car being lowered on these problems, amazes me. Half of these issues have nothing to do with it being "lowered", and if it does as a business you should have been the first to see many of these problems on your first inspection when bringing it on your lot. You are right you offered 500.00 on good faith. That is 12% of what I have to put out of my pocket extra for a vehicle I cant even drive right now in the state of PA. For the amount of money I have to put to be able to use this car, I could have bought a car that was 100% in better condition. Again, you did offer for me to return the car, and again I would then be losing 1500.00 for PA taxes. Either way, I don't think they treated me very well during this and they have given their company a bad name. They have many complaints on Revdex.com and I think someone needs to look into the problems they have before they create more unhappy car buyers. I guess I shouldn't have expected this business to offer half of the cost to get this car up to driving conditions, but I would expect more than 12% for them to feel like they gave a good faith offer. 500 just barely covers the broken exhaust hanger.

Regards,

Business

Response:

[redacted]-

Review: Problem #1. After the purchase of my vehicle, the company delayed registering my vehicle until I called multiple times to resolve. After weeks of 5x inquiries and brush offs, the matter was resolved 1 day prior to plate expiration.

Problem #2. In addition, the company delayed payment of my trade in vehicle for 29 days. This caused a late fee to be accessed from [redacted], and the threat of the nonpayment affecting my credit report.Desired Settlement: [redacted] from the company, took it upon herself to make things right. However, the sales staff and managerial team could have cared less and showed zero concern for my situation.

Business

Response:

To Whom It May Concern: It is our stated company policy to have all tag/registration tasks completed in the allotted 30 days given to us by state law. We generally try to have the registration completed for our clients in the first 21 days. In this case, we did not get everything processed until the 29th day. We certainly can understand **. [redacted]'s concerns regarding the lack of follow through to keep him updated with the status of his registration. We have begun emailing customers informing them of the status of their registration in order to alleviate another similar situation in the future. Regarding **. [redacted]'s late fee on his trade in, we are more than happy to pay the late fee. Our sales and management staff accept his criticism and offer our sincere apologies. We will be willing to offer him a complimentary Full Detail in the future if he would be interested.

Fairfax Motors

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regarding the registration, I spoke with the company and they admitted that they misplaced my file, and it was my phone calls that enabled them to act prior to the 30 days. May I suggest the company adopt an updated tracking system for new car registrations since this seems to be a trend item from other customers on various internet review websites.

Regards,