Family Motors

Initial Business Response / [redacted] (1000, 5, 2014/06/09) */ Hello, This vehicle was purchased in November and the only contact we have had with this customer is a letter written on January 4th demanding payment for repairs already done to the vehicleI called the customer and reminded her that fluids were not covered under warranty and when we do our post-delivery check, the fluids are checked and topped up, not replacedAnything further like the oil cooler lines would be covered under the warranty that was purchasedThe warranty company only repairs problems before the repairs are done, not afterThe next email was over months later demanding the same thingI assume she is upset that the warranty conditions were not followed and I presume that this is why she has filed this complaint KEY - Customer asked if there was a second key and we only had the oneWe said that we would contact the customer that traded it in and see if they had anotherNowhere did we ever guarantee that we would provide a second key unless it was part of the dealOn our Bill or Sale, we have a spot to sign that says "is there anything promised that isn't in writing" just for examples such as second set of keys, floor mats, manuals, etc, so that if a customer requires something, it is taken care ofThis is signed on the Bill of Sale with No conditions SHOCKS - Used vehicles can have sounds or creaks or rattles which makes them usedWe noted on our safety that a leaf spring was missingThis customer replaced both rear shocks for a noise in one rear shock, not because they were leaking and unsafeIt is even stated on the customers own bill that the mechanic saw no problem visually and was chasing down a soundThe shocks have 140,kms on them and were safe, but original A/C, RAD - It is difficult to test air conditioning when the temperature is -outside, but we never guarantee its operationA/c is not part of a safety inspection that is required by the government, but we would have noted it if we knew that it was inoperableFrom the records that the customer provided, the vehicle was taken in kms after purchase in which case they found that there was Oil in the RadiatorThe vehicle made the hour journey home so that problem with the transmission cooler must have happened thenWe have a year journeyman mechanic who notes any leak or known problemsThe customer repaired it before warranty or Family motors knew of any problem CRUISE - Again an intermittent problem that is not part of a safety inspection and turned out to be a minor problem and repair Customer [redacted] has to understand that some repairs may be necessary to bring it up to her expectationsShe has a year unlimited km warranty from coast to coast that warranties her for major powertrain components and leaks and it is her responsibility to contact them prior to repairs as we told her before she took deliveryCustomer has made many assumptions about this vehicleAs part of the negotiations, customer was given a $discount on the truck to reflect many repairs that she saw necessary including the leaf springs (which is exactly the amount she is asking for)All of our vehicles come with as much information as we can give, but we were not the ones who drove the vehicle so all we can do is full disclosure Vehicles sold by us come with a carproof, safety inspection and a warranty that covers a catastrophic eventDealers wouldn't last very long if they had to make year old vehicles like the day they came off the showroom floorWe as a family business are always here to help, but within reasonWe want every customer happy which is why we disclose everything we know about the vehicle Initial Consumer Rebuttal / [redacted] (3000, 15, 2014/07/04) */ You are allowed to use a third party to repair with the warranty company and I did contact them as stated and they said they would not cover pre-existing claims as I statedSo your assessment of the material I sent you is completely false [redacted]

This letter is responding to the complaint which was filed against us (ID 11100651)When the vehicle was sold to Enjoli Luna, no promises were made as shown in the Buyer's guide and the Due Bill which clearly states no promises were made within the month she had the vehicle in her possession she drove the car over miles and the vehicle was impounded by Santa Barbara SheriffIn the vehicle report it states there were scratches to the hood, trunk, minor damage 360, and the convertible top was damaged, which was not the condition in which she purchased the vehicleWhen the time came to release the vehicle back to her possession after the day impound, It took much longer to receive compensation for the fees we had already paid for the release from the Sheriff and the storage fees from Smitty's TowingDuring that time no additional storage fees were charged to herWe have decided to release the title and ownership of the vehicle to herWe want to avoid the possibility of the vehicle being impounded again and costing us time, money and the hassleWith this letter weare faxing all of the supporting documentsIf you have any questions feel free to contact us at ###-###-####Family Motors Office ManagerN [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11100651, and find that this resolution is satisfactory to me Regards, E [redacted] ***

This letter is responding to the complaint which was filed against us (ID 11100651). When the vehicle was sold to Enjoli Luna, no promises were made as shown in the Buyer's guide and the Due Bill which clearly states no promises were made within the month she had the vehicle in her possession she...

drove the car over 1000 miles and the vehicle was impounded by Santa Barbara Sheriff. In the vehicle report it states there were scratches to the hood, trunk, minor damage 360, and the convertible top was damaged, which was not the condition in which she purchased the vehicle. When the time came to release the vehicle back to her possession after the 30 day impound, It took much longer to receive compensation for the fees we had already paid for the release from the Sheriff and the storage fees from Smitty's Towing. During that time no additional storage fees were charged to her. We have decided to release the title and ownership of the vehicle to her. We want to avoid the possibility of the vehicle being impounded again and costing us time, money and the hassle. With this letter weare faxing all of the supporting documents. If you have any questions feel free to contact us at ###-###-####Family Motors Office ManagerN[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11100651, and find that this resolution is satisfactory to me.
Regards,
E[redacted]

Initial Business Response /* (1000, 5, 2014/06/09) */
Hello,
This vehicle was purchased in November 2013 and the only contact we have had with this customer is a letter written on January 4th demanding payment for repairs already done to the vehicle. I called the customer and reminded her...

that fluids were not covered under warranty and when we do our post-delivery check, the fluids are checked and topped up, not replaced. Anything further like the oil cooler lines would be covered under the warranty that was purchased. The warranty company only repairs problems before the repairs are done, not after. The next email was over 4 months later demanding the same thing. I assume she is upset that the warranty conditions were not followed and I presume that this is why she has filed this complaint.
KEY - Customer asked if there was a second key and we only had the one. We said that we would contact the customer that traded it in and see if they had another. Nowhere did we ever guarantee that we would provide a second key unless it was part of the deal. On our Bill or Sale, we have a spot to sign that says "is there anything promised that isn't in writing" just for examples such as second set of keys, floor mats, manuals, etc, so that if a customer requires something, it is taken care of. This is signed on the Bill of Sale with No conditions.
SHOCKS - Used vehicles can have sounds or creaks or rattles which makes them used. We noted on our safety that a leaf spring was missing. This customer replaced both rear shocks for a noise in one rear shock, not because they were leaking and unsafe. It is even stated on the customers own bill that the mechanic saw no problem visually and was chasing down a sound. The shocks have 140,000 kms on them and were safe, but original.
A/C, RAD - It is difficult to test air conditioning when the temperature is -18 outside, but we never guarantee its operation. A/c is not part of a safety inspection that is required by the government, but we would have noted it if we knew that it was inoperable. From the records that the customer provided, the vehicle was taken in 2000 kms after purchase in which case they found that there was Oil in the Radiator. The vehicle made the 7 hour journey home so that problem with the transmission cooler must have happened then. We have a 30 year journeyman mechanic who notes any leak or known problems. The customer repaired it before warranty or Family motors knew of any problem.
CRUISE - Again an intermittent problem that is not part of a safety inspection and turned out to be a minor problem and repair.
Customer [redacted] has to understand that some repairs may be necessary to bring it up to her expectations. She has a 2 year unlimited km warranty from coast to coast that warranties her for major powertrain components and leaks and it is her responsibility to contact them prior to repairs as we told her before she took delivery. Customer has made many assumptions about this vehicle. As part of the negotiations, customer was given a $1650.00 discount on the truck to reflect many repairs that she saw necessary including the leaf springs (which is exactly the amount she is asking for). All of our vehicles come with as much information as we can give, but we were not the ones who drove the vehicle so all we can do is full disclosure.
Vehicles sold by us come with a carproof, safety inspection and a warranty that covers a catastrophic event. Dealers wouldn't last very long if they had to make 9 year old vehicles like the day they came off the showroom floor. We as a family business are always here to help, but within reason. We want every customer happy which is why we disclose everything we know about the vehicle.

Initial Consumer Rebuttal /* (3000, 15, 2014/07/04) */
You are allowed to use a third party to repair with the warranty company and I did contact them as stated and they said they would not cover pre-existing claims as I stated. So your assessment of the material I sent you is completely false.
[redacted]

This letter is responding to the complaint which was filed...

against us (ID 11100651). When the vehicle was sold to Enjoli Luna, no promises were made as shown in the Buyer's guide and the Due Bill which clearly states no promises were made within the month she had the vehicle in her possession she drove the car over 1000 miles and the vehicle was impounded by Santa Barbara Sheriff. In the vehicle report it states there were scratches to the hood, trunk, minor damage 360, and the convertible top was damaged, which was not the condition in which she purchased the vehicle. When the time came to release the vehicle back to her possession after the 30 day impound, It took much longer to receive compensation for the fees we had already paid for the release from the Sheriff and the storage fees from Smitty's Towing. During that time no additional storage fees were charged to her. We have decided to release the title and ownership of the vehicle to her. We want to avoid the possibility of the vehicle being impounded again and costing us time, money and the hassle. With this letter we
are faxing all of the supporting documents. If you have any questions feel free to contact us at ###-###-####
Family Motors
Office Manager
N[redacted]

This dealership declined to release vehicle title 6 years later claiming there was money owed. I was under the impression that I had lost the title, so I waited untilI I was going to sell vehicle to apply for a title only to realize that there was a lein on it. The owner claimed I never paid in full and that since there is no receipt, I need to pay him. In part is my fault for not keeping my receipts. By the way, I 'm in the military and I 'm station right down the road from this dealership, so for him to say that I never paid him full, and that he doesn't follow up with people that owes him money is non-sense. Why not a simple call or a letter to notify me that I still owe him money. This was a cash purchase.

Review: On April 21, 2015 I purchased 2008 Scion XD which only had 85,527 miles on the car. I purchased an added on warranty which brought the car to $12,894 (overpriced for this car).I drove the car for 3 days and on the 3rd day (24th April) on the way to my daughter appointment in Roseville I noticed a bunch of smoke coming from the hood so I pulled over, opened the hood and noticed the back of the engine on fire ([redacted] claims that there was no fire but myself and the CHP saw it). I took my daughter out of the car and CHP were right behind me to help out. We were able to extinguish the fire. I called [redacted] and since he lives in Rocklin he towed the car to his mechanic. Thankfully my daughter and I are ok because things could have been a lot worse. Since the warranty paperwork were still not filed I had to wait a couple weeks to see if the car was going to be covered. [redacted] agreed to pay the deductable. The warranty did not cover the repair due to the faulty part was not covered in their plan. So after getting that news I turned to my insurance company and they inspected the car. My insurance did cover the engine that was needed for my car with a 500 deductible. I called [redacted] and asked if he would pay the 500 deductible and he said no because it was my fault that the car broke down. He accused me of changing the oil filter and said this was all my fault so he is not covering anything. I assured him and told him We did not change anything in the car in the 3 days we had it. Why would anyone change anything on a car they’ve only had for 3 days? Finally on May 15th I got my car back had to pay the 500 deductible on the repairs. Now that we've had the car for 5 months things are starting to pop up. We found some hidden bondo work and over spray on the car which makes it seem like he was trying to cover something up. Family Motors lied and didn’t keep their word of the condition of this car.The car was sold "as is" but this is not right this is not how to run a business by lying to customers.Desired Settlement: what I am asking for is for" diminished value" of the car which puts it at 8000 dollars (on blue book under good condition) being that there is now a claim on the car due to Family Motors.Also asking for the $1295 for the warranty since it will no longer cover the motor there was a 30 day money back guarantee but Harold would not comply. Asking for 500 for the deductible which my insurance has contacted him but he refused.So I'm asking your help to make this right and getting at least $4300 back

Review: On april 11, 2014, I purchased a 2003 Mitsubishi Eclipse from Family Motors. Yuba City, CA.

The car after 2 months started acting strange, riding very rough, so I took it to C & M Automotive and told them to check car from front to back because something just was not right.I know I purchased car "as is no warranty' but did not think that car was going to be in such bad shape. The owner of Family motors assured me that all problems with care were taken care of and that it was well maintained! I did purchase the warranty on the car which was financed with my loan. $1750 for warranty $6995 for vehicle (overpaid) I am on Social Security and had rec'd a lump sum check for $3500 which he took all of it for a down payment. This man is a liar and a crook and took advantage of me. I just went through Breast Cancer and am not in the position to fight this. I am tired of people who take advantage of disabled people! I attached work order from automotive shop as you will see the car was poor shape- he just put spray paint and putty to fix (quick) problems. The mechanic at C & M auto told me that I should contact Revdex.com. all of the fluids in vehicle were contaminated never been changed. The radiator full of rust and JB Weld on radiator to cover large crack undercarriage spray painted to cover rust!Desired Settlement: $1,389 for the Repairs that were paid for. Payment arrangement is negotiable.