Falvey's Motors, Inc.

Review: I purchased a used [redacted] from Falvey's in Dec, 2012, and also purchased an extended warranty. The car was brought in months ago with the complaint that it sounded like a wind up toy when going up steep hills. I was told that something might be breaking, but it would need to break first. Recently, on two occasions, the transmission overheat light came on, the car was extremely sluggish, had a high pitched whine, and no pickup. Even without the overheat light on, the car feels like it slams or slips into gear. The car felt extremely unsafe, esp in traffic. I took the car to a transmission repair shop who read the error codes and noticed that the fluid was discolored. I was told it most likely needed a new transmission and was covered by either the extended warranty or the original factory warranty, but that the warranty that was sold to me had to be used at the dealership if within 40 miles. I was not charged by this company for diagnosing the problem. I brought the car to Falvey's on 7/9/14 and was told it would be looked at on 7/11/14. Even though I was renting a car, Falvey's did not look at my car until 7/15/14. I was told that the error codes were "old" and needed to be driven to reproduce the error codes. The error codes were erased. The car was driven 20 miles. Since the error codes could not be reproduced, I was told that only the transmission fluid needed to be replaced, and was covered by warranty. That if it overheated after that, the radiator might need to be changed. Two days later, after not hearing anything back from the service dept, I was told that the parts were not ordered, and that the service manager did not approve the billing that would allow the work to be covered by warranty.I was charged $110.55 for diagnosing the problem. They want to charge me $423.90 plus tax for changing the transmission fluid only, even though already diagnosed as a defective transmission.I was also charged $323 for a rental car for the time it was in the shop not being diagnosed.Desired Settlement: I would like a refund of the "Diagnostic Testing". The issue was already diagnosed. The codes that confirmed the overheating were erased by the service department. I now have to drive an unsafe car to make it overheat again, so that an error code is produced, to hopefully be covered by warranty. I feel Falvey's service department has taken advantage of my lack of knowledge of the situation. Since they did not diagnose any issue, I want the $110.55 reimbursed and the transmission replaced.

Business

Response:

July 22, 2014

The vehicle was brought in to be diagnosed for transmission temperature code diagnosis shifting concern and wind up noise. The technician found the air box not closed properly making a winding noise. The transmission temperature overheat cause is a cooler issue with the radiator. The transmission needs to be serviced with a new filter and a fluid flow test of the cooler. If it passes the test we would flush it, if it fails the flow test it would require a radiator replacement. The radiator and transmission service is not covered by the extended or the factory warranty.

The customer signed the ticket for the diagnosis. We cannot assume that what she was told elsewhere was correct.

The customer was given an estimate for the needed repairs and declined.

Service Director

Consumer

Response:

Review: 10138761

I am rejecting this response because:

Review: Sold a vehicle which was listed as "certified pre owned " even spent extra money on extended warranty. Sold vehicle with several cracks on inside bumper paperwork states vehicle was inspected and certified. Dealer refuses to fix and or give loaner vehicle. States we can drive the 3 hours to dealers but they won't guarantee they'll fix and won't provide rental and compensation for gas of having to travel.Spent over $ 40000 on used vehicle no damage was listed on [redacted]. Damage was noticed by different dealer less than 2 months after vehicle purchased and less than 2000 miles traveled and vehicle was taken in for a service. If paperwork states they inspected vehicle including bumper why did they not inform or fix properly.Desired Settlement: Fix and properly repair bumper and provide loaner vehicle during vehicle repair. Compensation for gas of having to travel 3 hours either direction to dealership.

Business

Response:

Response: We have been in contact with the customer and have resolved this to 100% satisfaction. We will be repairing the bumber and providing a loaner car for the few days that the repair will require. Should you have any questions or need further assistance please feel free to contact me. [redacted] Sent on: 8/19/2015 4:40:24 PM

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. Although I wish the business would have additionally provide additional expense as for the 3 hour trip to and back from their location. I greatly appreciate the actions and concerns of the Revdex.com. I feel as though with out Revdex.com stepping in this matter would have not been resolved in such a timely and satisfactory manner. It went from from I'm not sure how I can help you and we won't provide any loaner to the business agreeing to fix and provide loaner. I'm a believer in you should stand behind the product you sell. Thanks again and great appreciation to all involved at Revdex.com.

Sincerely,

We had our first experience with Falvey's Motors in 2011 when we met salesman Darnell W[redacted] and purchased a new [redacted]. In 2014 we traded this in for a new 2014, same model. In Dec. 2014 we brought the car in for a recall and had just had a nice call from Darnell wishing us well and saying hello. When picking up our car from service, we decided to see what was on the lot, and to our surprise, we traded our 2014 on a new 2015 on the spot. This dealership is terrific in both sales and service areas and we recommend it to anyone interested in a very pleasant car-buying experience.