First Auto Group, Inc.

This vehicle is currently being repaired at the GMC dealership in Simi ValleyAll of the customer’s specific concerns are being addressedShe has the full use of a replacement rental car
while the inspection and repair processes are being doneThis was done at no cost to her

Unfortunately circumstances exist in business and in life where people do not agree on the facts of mattersThis may be one of those circumstancesWe cannot address specifics about your credit ratings in this forum, so I will attempt to use some blanket statements to cover what the facts are Your credit score is below the threshold required by KIA to be eligible for the national lease program
We ran multiple credit bureaus to verify that what we had seen was correctThey all came back with scores below the threshold
The item you mention regarding a $million mortgage was not the problem that caused the low scores
You can request the details of your credit scores, and handle any issues that you feel are incorrect, by following through online with the providersWe disagree with many of your characterizations of the events of the transaction as they occurredBut it would be difficult or nearly impossible for either you or us to prove what actually happened, You accepted a $owner loyalty discount for a vehicle that you did not even ownWe are absorbing that loss to try to make it better for youWe have leased the Sorrento to you that has more equipment than the vehicle in the national lease programWe have given up the majority of the profit in the transaction to try to make things better for youThere is no more room to giveI am sorry that the disagreements existIn the end, the problem is your credit score, It exists as it is and that cannot be changedIt is a fact that is a black and white truthIt is not a Tier credit score
We would be happy to make you a preferred customer in our service department and provide you with a discount every time you come in for serviceWe can also give you a big discount on any accessories that you would like to add from our parts departmentSimply let us know if you would like to take advantage of these offers
Thanks,
*** ***
Operations Manager
First Auto Group

Ms***'s vehicle has had all repairs completedThe vehicle was serviced at a GMC franchised dealer per her requestThis was not part of her contractual agreement with the service contract company, but was done to try to alleviate some of her anxietyWhen there are multiple parties involved in a sequence of events, with differing opinions about the issues involved, there can be a delay in getting everything completed and the issues resolvedRather than have Ms*** deal only and directly with the service contract company (the entity with whom she had her legal agreement) we tried to step in to help see the process throughAt this point everything has been done, a rental vehicle was provided and her out of pocket cost has been minmal
Thank you,
-*** ***
First Auto Group

Complaint:
I am rejecting this response because:If you check the attached pdf, the very first page contains the details of the services that I spoke to the service engineer and he has given the preliminary estimate to me as $Out of this the other than the Check engine light is only complaint I had and rest was the part of service that you provide on your websiteI have attached the screenshot of thatWhich costed $and I was wrong about that claiming $And as per your claim that its a multipoint inspection, let me be very clear that it was part of the above checkEven if its a multipoint inspection, on the form present at the page number you have clearly marked it Checked and Marked OK and claiming that my belt which did not undergo any wear and tear till 90K miles and happened to undergo all sorts of wear and tear in the next miles that I have droveIf thats so please that so please comment more on thatAnd as per your comment that I have rejected to do any repair on the catalyst let me brief you on that too: Please refer page number and Which is dated June just days after the initial diagnosis for the catalyst converterI got that too fixed, and I rejected to do work on that because I had to claim it with my insuranceSo the money to be refund by you with detailed split up is as follows:
miles service : $R&R Belt Tensioner : $ Labor : $Serpentine Belt : $Crank Seal : $ Labor : $Clean Belt Debris : $Taxi Used by me 3*12: $Total Refund: For all the charges refer the bills attached along with the email
Regards,
R*** ***

Complaint: 9969220
I am rejecting this response because: As per [redacted]'s response below, my car did end up having all repairs done by GMC in Simi Valley, however this was not done to relieve my anxiety or any concern of his or the dealership.  I had my lawyer contact [redacted] regarding the fraudulent misdiagnosis and failure to fix the problems that were under my extended warranty at the First Kia Dealership. He has only offered for me to bring it to one of their associated dealerships, First Honda or First Nissan to have the car checked by their mechanics.  Since he gave me no other alternative, my lawyer called and advised that we were aware of the fact Kia was given a diagnosis from GMC that my rack and pinion needed to be fixed.  The Kia service department said it was not a problem and was probably related to the previous repair they had done, replacing my steering pump (unrelated).  Then taking my car back to the GMC Oxnard to reinspect the car, the timing cover was in fact still leaking and pictures were taken.  So my lawyer advised that we wanted the car repaired by a Certified GMC mechanic.  
Also, my lawyer learned that the Kia owner has financial interest in the warranty company that they sold me (Profile). So the conflict of interest in regards to having to fix my car correctly was going to affect him financially too. 
So, I feel this is blatant fraud to the consumer (myself) and any other policy holders who Kia sold this Profile warranty to. I feel this should be investigated, so it does not continue to happen to other consumers. 
I am also appalled that [redacted] would slander my name by bringing up my personal anxiety issues.  I feel this is unethical and an attempt to make me look like I didn't know what was actually going on with their fraudulent deception of my car repairs that were contractually covered under my extended warranty I purchased at Kia when I bought the car.  It was also never explained to me about the '40' mile rule, due to the fact I would only want certified GMC mechanics to work on my car.  I feel this was deception from the beginning. 
This horrific ordeal lasted over a month and a half at the cost of my business and my emotional health.  
Regards,
[redacted]

Complaint: 10358487I am rejecting this response because:
I would accept the decision about my credit score if that were true.  It is very unfortunate that a business such as yours will not stand behind the commitment of their associates.  The only way that I can see ever getting this resolved is to put me, Yehuda, Benjamin, Henry, Johnny, and Ed in a room and let discuss this in front of all parties.  What needs to come out here is the Truth.  This is a very simple process, if your company implements and stands behind its operating procedures, we would not be in this disagreement.  The fact that your Team communicated and tried to circumvent the system has put you guys in a very vulnerable position and the only way to cover your tracks is to lie about this situation.  The comments you made about trading in a car "that I didn't even own" is very absurd.  I walked into your dealership that night and told your sales Team and finance team that I just sold my wife's Lexus RX330 and I was there to Lease the Sorento on the National Program.  I put all of my truths and facts on the table for you guys to make a correct business decision.  Your Team knew that the Lexus was not in my name because it was only in my wife's name.  How that can be pushed off onto to me is ridiculous.  The facts are the facts.  Because this has become a finger pointing game, let's all sit in a meeting room together and discuss what really happened with my transaction.  The comment about me getting a Sorento with more options than the National Advertised car is correct.  I even said that in my original complaint.  What you are failing to realize is that the only two accessories that were included in my vehicle that was not in the National Advertised vehicle were a $95 cargo net and a floor mat to cover the trunk.  I offered to give those back to the dealership and I still will.  If there truly are a "ton" more options on the vehicle that I leased please disclose those to me.  I would be more than happy to discuss those with you.  I may be overlooking something.  As a matter of fact Johnny did in fact confirm that the vehicle I leased was in fact the vehicle that you guys would have offered to a consumer looking to lease something on the National Advertised program.  I don't want discounted accessories, I don't want free stuff and I don't want anything above what I am owed.  I want this transaction to be made "right".  Honor what was communicated to me and let's move on.  Regards,[redacted]

We believe this customer has a legitimate reason to be unhappy and we apologize for the inconvenience. We will be happy to refund the cost of the inspection that he paid for. The technician was far too cavalier in his responsibility with properly filling out the Multipoint Inspection form. We...

have had a formal correction and employee write up form done with him by the Service Manager and the Shop Foreman.
With that being said, there exists information that the customer should be aware of:
The engine codes (detailed on the repair order) most often indicate that the engine does indeed have an internal sludge problem that has created damage that is irreversible. This has manifested itself repeatedly in our history with working on Nissans.
Adding oil will make the light go out, but the engine will, most likely, continue to use oil at an accelerated rate. If the oil level is allowed to drop, as it has already done, the damage will increase at a more rapid rate.
Nissan's maintenance manual specifies when the oil level should be checked by the driver of the vehicle and also what the intervals between oil changes should be. Our strong suggestion is that these maintenance instructions should be followed. If/when the oil consumption exceeds what Nissan specifies, then the vehicle should be inspected with the expectation that an engine rebuild or replacement will be necessary.
Thank you for the opportunity to address these issues with the customer and also with our associates here at First Nissan.
Sincerely,
-C[redacted]
 Dealer Operations Manager
First Automotive Group

Mr. N[redacted] brought his 2007 Nissan 350Z in for service with us on May 30, 2015.We performed the requested services and performed a free multipoint inspection. In addition to this service the customer requested a...

diagnosis for the check engine dash light that had come on in his vehicle. The charge for this diagnosis was $120.00. As a result of this diagnosis process it was found that a bracket connecting the two catalytic convertors had cracked and that both catalytic convertors needed to be replaced. The cost for this repair was quoted at $2500.00 and Mr. N[redacted] declined to have this repair done. He also declined replacing the worn front tires. The total charge for the maintenance items performed including parts, labor and the diagnosis of the warning light was $566.30. We did not charge him $450 for a multipoint inspection as has been claimed.
Subsequent to this service (approximately 4 weeks later by the customer’s statement) his vehicle had a failure of a timing chain tensioner. This failure apparently caused the timing chain to break. The timing chain (not a belt as stated by Mr. N[redacted]) does not have any recommended inspection, replacement or maintenance schedule from the manufacturer. All of the items that we inspected in the complimentary no-charge multipoint inspection are specified in the document that he received from us. The timing chain and tensioners are not part of that inspection.
It is unfortunate that his 350Z broke when it did, but these vehicles are complicated with many, many thousands of moving parts. The components of a vehicle are subject to wear and tear over time and they do break and fail as a vehicle ages. We cannot predict when internal components that are worn will finally wear out or fail. Nissan does not cover these components under warranty past the 60,000 mile mark.
We believe that the customer has misrepresented several areas of fact in his complaint.
·         He did not pay $450.00 for a multipoint inspection.
·         He did receive a free multipoint inspection.
·         He did pay us $120.00 specifically to diagnose (not inspect) the check engine light on his dash.
·         He was advised of the findings of this diagnosis and he did turn down the work that was represented.
His 350Z had over 90,000 miles on it when the breakage occurred. It was at least 30,000 miles over the manufacturer’s warranty. The failed component was internal and not part of any inspection or diagnosis agreement or charge on his repair order.  We respectfully decline the monetary claims stated in his desired settlement request.
Sicerely,
C[redacted]
Dealer Operations Manager
First Automotive Group

The requirements set by KIA (the manufacturer) for their national lease programs are very straightforward and well publicized. The issue with Mr. [redacted] came down to a matter of his credit score. Mr. [redacted]’s credit...

score as determined by the normal credit check sources was much too low to qualify for the KIA program. This was explained before the vehicle was leased and has been reiterated with him since that time. In order to try to come as close as we could to the payment and terms advertised by KIA, we substantially reduced the price of the vehicle as much as we could. Mr. [redacted] was able to take advantage of all of the monetary incentives offered by KIA when he leased his Sorento. We reduced the lease factor charge in his payment to as low a level as his credit score would allow. If he had qualified for the nationally advertised program, we would have fared better financially with the entire transaction.
We are sorry that we could not offer him the KIA program lease price. It would have been much simpler for everyone involved and would have saved both him and us money in the long run. Unfortunately, we have no control over the credit score that he has created over an extended period of time. We did the best we could to minimize his payments and help him with his lease. We would be more than happy to answer any specific questions or to give clarifications as needed.
Sincerely,
-[redacted]
  Dealer Operations Manager
  First Auto Group

It is not possible for us to view any of the attachments that were sent along with Mr. N[redacted]’s last response. However, the main issue of the complaint is not addressed. We have no moral or legal obligation to refund money that was never paid to us, for a repair we did not do, on a vehicle that broke because of a part that we did not inspect on a vehicle that is 30,000 miles out of warranty with the manufacturer. If these facts are not correct then please let us know.
I would also like to reiterate that:
·         It is a timing chain, not a belt.
·         It is not possible for it to have individual threads, chains do not have threads. It cannot be that a thread wrapped around the crank seal as claimed.
·         The chain failure would not be caused by a loose tensioner; it would be caused by a worn tensioner (90,000+ miles).
·         Our free multipoint inspection never has and never will include removing a timing chain cover to inspect a chain or the associated tensioners. It is not customary for any (that we aware of) repair facility to dissemble engine components to inspect internally lubricated parts as a routine part of a complimentary multipoint inspection.
 As it stands right now, with the summary of the circumstances that have been laid out above, we must again respectfully decline Mr. N[redacted]’s request.
Respectfully,
C[redacted]
Dealer Operations Manager
First Automotive Group

All of the contractual obligations in the sale of a new or used vehicle are contained within the paperwork of that transaction. In reviewing this particular set of circumstances there does not appear to be any reference made to providing a second set of keys. Quite often vehicles are traded in or...

purchased from the auction without all of the original keys. We pass along all of the keys in our possession at the time of the sale. This used Dodge had only the single set of keys. I do not believe that this is dishonest or unethical, but rather is absolutely in line with the law and our obligations. We are a bit confused as to who has lodged this complaint with the Revdex.com and what their relationship with the purchaser (our customer) actually is. We would welcome direct communication from the original purchaser of the vehicle.
Thank you,
[redacted]
Operations Manager
First Auto Group

Complaint: 10706883
I am rejecting this response because:
Yes the vehicle he very well above 30000 mile in fact its at 90000 mile now. If it was on 30000 mile, then definitely it does not make sense for me to take a 90K Mile Service which is dealer and nissan recommended. So thats the reason I took the 90k mile service and all these inspections are covered as part of it. Also which costs 401.88$. If this inspection was done correctly as claimed then I would have definitely replaced the belt right there instead of postponing it. 
Well now the question is about the part you did not repair and did not inspect. So if it is like you did not inspect then please give me an explanation, for why should I give you 401.88$?
And for your bullet points:
1.  It is serpentine belt.
2.  For your information these belts are made of fibers internally. And when these fibers are torn when I am driving at 65mph they tend to go wrap around the crank seal which is just behind the belts. If you need more clarification please check the attachments and bill I have attached along with it. (If you do not have the attachments then check with the Revdex.com representative about it. And please go through the attachments before commenting further)
3. I got the vehicle inspected and found the cause and changed the part with problem. This is right there in the bill. I am not a person who will just go randomly to a shop and get the working parts replaced randomly.
4. To check the wear and tear on the belts you do not have to disassemble the engine. And when you do not cover them then why do you need to have that as a point in your multipoint inspection and mark that its perfectly good condition instead of reporting it worn out.
And why you are obliged to pay me back for these is because if you have done the service rightfully as claimed then this wouldn't have happened. And I would suggest go through the attachments before commenting further on this. It has all the answers and proof necessary.
So hence the refund amount is :
90000 miles service  : $401.88
R&R Belt Tensioner  : $209.98
Labor : $110.00
Serpentine Belt : $57.84
Crank Seal : $13.43
Labor : $189.00
Clean Belt Debris : $59.95
Taxi Used by me  3*12: $36.00
Total Refund: 1078.08
Regards,
R[redacted]

Review: My Sister purchase a used car from Nissan Dealer 09/09/2013, the car is a Dodge and it was $17,300.00 out the door. They gave 1 set of key and told her that they will give her the second set the next business day. My nephew is 19 yrs went to the dealer the next business day and he was informed that he has to pay $250.00 for the second set of keys. Isn't the dealer suppose to give the customers 2 set of keys when they purchase the car? I just called them and talked to someone name Kim. He didn't give his last name and he said that I have to contact the Dodge dealer but when my nephew contacted the Dodge dealer they told him that the dealer who sold him the car should give him 2 sets of keys. The Nissan Dealer where my sister bought the car told me that they don't have to give 2 set of keys when purchased used cars. Please help me I think it is very dishonest/unethical to sell a verchile with 1 set of key. I thank you very much for taking your time to review my complaintDesired Settlement: The second set of keys.

Business

Response:

All of the contractual obligations in the sale of a new or used vehicle are contained within the paperwork of that transaction. In reviewing this particular set of circumstances there does not appear to be any reference made to providing a second set of keys. Quite often vehicles are traded in or purchased from the auction without all of the original keys. We pass along all of the keys in our possession at the time of the sale. This used Dodge had only the single set of keys. I do not believe that this is dishonest or unethical, but rather is absolutely in line with the law and our obligations. We are a bit confused as to who has lodged this complaint with the Revdex.com and what their relationship with the purchaser (our customer) actually is. We would welcome direct communication from the original purchaser of the vehicle.

Thank you,

Operations Manager

First Auto Group

Review: I did a multipoint inspection check at this nissan dealership exactly before 4 weeks. This check was the most expensive one which costed me 450$ for 90k mileage. All they came back on that check is my tires are worn out. Which I can see by my own eyes.But this is not the complaint I have.Last week my cars timing belt was torn into individual threads (it did not just snap) which was caused by a lose tensioners. Because of which a thread from belt got wrapped around around the crank seal and the oil was leaking.And the dealers state that the belt tensioner which was not loose until 90kmiles and got lose in those 3 weeks after I got it serviced from them which they claim to be thoroughly inspected. Now my money is wasted and I need to go to a different nissan dealer so that I can get it properly checked if there is any other surprise waiting for me in future.This repair has costed me 650$.Desired Settlement: I need refund of the initial multipoint check - 450$The repair costs incurred - 650$and the Rental I was using all this while - 40$Total - $1140

Business

Response:

Mr. N[redacted] brought his 2007 Nissan 350Z in for service with us on May 30, 2015.We performed the requested services and performed a free multipoint inspection. In addition to this service the customer requested a diagnosis for the check engine dash light that had come on in his vehicle. The charge for this diagnosis was $120.00. As a result of this diagnosis process it was found that a bracket connecting the two catalytic convertors had cracked and that both catalytic convertors needed to be replaced. The cost for this repair was quoted at $2500.00 and Mr. N[redacted] declined to have this repair done. He also declined replacing the worn front tires. The total charge for the maintenance items performed including parts, labor and the diagnosis of the warning light was $566.30. We did not charge him $450 for a multipoint inspection as has been claimed.

Subsequent to this service (approximately 4 weeks later by the customer’s statement) his vehicle had a failure of a timing chain tensioner. This failure apparently caused the timing chain to break. The timing chain (not a belt as stated by Mr. N[redacted]) does not have any recommended inspection, replacement or maintenance schedule from the manufacturer. All of the items that we inspected in the complimentary no-charge multipoint inspection are specified in the document that he received from us. The timing chain and tensioners are not part of that inspection.

It is unfortunate that his 350Z broke when it did, but these vehicles are complicated with many, many thousands of moving parts. The components of a vehicle are subject to wear and tear over time and they do break and fail as a vehicle ages. We cannot predict when internal components that are worn will finally wear out or fail. Nissan does not cover these components under warranty past the 60,000 mile mark.

We believe that the customer has misrepresented several areas of fact in his complaint.

· He did not pay $450.00 for a multipoint inspection.

· He did receive a free multipoint inspection.

· He did pay us $120.00 specifically to diagnose (not inspect) the check engine light on his dash.

· He was advised of the findings of this diagnosis and he did turn down the work that was represented.

His 350Z had over 90,000 miles on it when the breakage occurred. It was at least 30,000 miles over the manufacturer’s warranty. The failed component was internal and not part of any inspection or diagnosis agreement or charge on his repair order. We respectfully decline the monetary claims stated in his desired settlement request.

Sicerely,

C[redacted]

Dealer Operations Manager

First Automotive Group

Consumer

Response:

Review: 10706883

I am rejecting this response because:

If you check the attached pdf, the very first page contains the details of the services that I spoke to the service engineer and he has given the preliminary estimate to me as $554.94. Out of this the other than the Check engine light is only complaint I had and rest was the part of 90000 service that you provide on your website. I have attached the screenshot of that. Which costed $401.88 and I was wrong about that claiming $450.

Review: I submitted an interest on 1st Honda on a 2014 Honda Accord Hybrid Plug-in and I was immediately contacted by the internet sales rep CJ on the phone. He asked me what kind of pricing I was looking for? I replied with "I'm looking for the best deal you can offer." I had explain to him that I had been quoted with the selling price $38,500 from another dealership. Soon after he hung up and spoke with the sales manager Albert and he quoted me $37,511.96. I was excited so I went to my bank and requested my loan to be approved on October 30, 2013. My loan at this point only last 30 days, I had made plans to go down on Sunday to purchase the car with my Credit Union loan. I then called back Friday 11/1/2013 to inquire about test driving the car and purchasing it on Sunday 11/3/2013. So I called in asking for CJ to confirm and his manager Christian picks up and convinced me that it might be a better option to finance with Honda Financial. I agreed and filled out the form shortly but he had assured me if I didn't qualify, I could come down on Sunday with my Credit Union loan to purchase the car. So I called in today on 11/2/2013 and asked for confirmation of the appointment with CJ and he schedules a 6pm. I was excited at this point and then he calls me to inform me that they can't honor the deal because it required $15,000 down and I had to use Honda Financial to get the quote of $37,511.96. Albert and Christian never stipulated that I needed go with Honda Financial to get the deal. All in all they caused me to lost another 10-15 points on my credit score and lost of wages (200 bucks) for taking off from work. 1st Honda don't seem to care if the customer credit rating is taking a hit (after all, it's not their credit score.) They also don't seem to care that they caused me to lose wages from not working.Desired Settlement: I would like them to honor their price.

Consumer

Response:

Review: 9788440

I am rejecting this response because: The dealership never stipulated anything before hand. They did not disclose any information regarding the facts of the quoted price with the certain criteria in order to purchase the vehicle for the sale price . I had to ask the Internet sales department do verify for me the day before my travel. The dealership obviously have issues with communicating and directing the blame on the customer. In this case you the dealership gave me less than 24 hours to cancel my arrangement. I took a credit hit and loss of wages for setting up plans to go down and purchase the car with my own personal loan. I am also not the one giving the quoted price, I never forced them to sell it to me for that price. It was your sales manager that gave me the quoted price and it was the dealership that said I was able to purchase the car with my own personal loan. I am done with dealing this issue with you, I was able to find a dealership that treated with respect and didn't have to lie to get customers to the door.

Regards,

Review: I walked into this dealership to lease a Kia Sorento on an advertisement that I found on the internet. The advertisement was as follows: $1,999 due at signing for a payment of $229 per month for 36 months. I was told by the Sales Manager that they only make 1 out of every 1,000 of those vehicles. He also proceeded to tell me that they only offer one at this price and it could land at any dealership in the nation. (This Sales Manager's name is [redacted]). They offered to show me a Sorento that had a "ton" more options that the one that was advertised online. I took a look at it, test drove it and made the deal for $2,000 due at signing for $306 per month. After spending a couple of days reviewing my contract and the details of the Sorento I just leased, I noticed that this Sorento was exactly the one that matched the online advertisement. The only extras that it had was a cargo net in a plastic bag and an additional floor mat for the trunk area. (Not worth $2,772. Which is the difference between my $306 payment and the advertised payment of $229). I then called First Kia to discuss my frustration. I was put in touch with the General Sales Manager by the name of Johnny. He confirmed that the car that I leased was in fact the vehicle that matched the online advertisement. When I asked him to change my contract and make it right. He told me that I had already signed my deal and there was nothing he could do but offer me 3 free oil changes. This is a very untrusting and deceitful dealership. I ended up speaking with the owner of the dealership ([redacted]) and he told me that no one put a gun to my head and made me buy the vehicle. BUYER BEWARE!!!!!Desired Settlement: I am not asking for anything more than what I was told I was getting. I would like for the dealership to either give me a Sorento with a "ton" more options for the price I paid or make the deal that I made right, and refund me my $2,772. (If the dealership charges tax on the online advertised $229 monthly payment, they would only owe me a refund of $2,133.). I just want this deal MADE RIGHT by them.

Business

Response:

The requirements set by KIA (the manufacturer) for their national lease programs are very straightforward and well publicized. The issue with Mr. [redacted] came down to a matter of his credit score. Mr. [redacted]’s credit score as determined by the normal credit check sources was much too low to qualify for the KIA program. This was explained before the vehicle was leased and has been reiterated with him since that time. In order to try to come as close as we could to the payment and terms advertised by KIA, we substantially reduced the price of the vehicle as much as we could. Mr. [redacted] was able to take advantage of all of the monetary incentives offered by KIA when he leased his Sorento. We reduced the lease factor charge in his payment to as low a level as his credit score would allow. If he had qualified for the nationally advertised program, we would have fared better financially with the entire transaction.

Review: On 3/4/2013, I returned to 1st Honda to trade In my 2012 Civic Coupe for a 2013 Civic Sedan. My sales rep [redacted] told me I was due a refund In the amount of $700.00 for an extended warranty that I paid for on the 2012 civic. [redacted] advised I would receive the check In 2 weeks. It Is 4/26/2013 and I have yet to receive the check. I called 2 weeks ago and spoke to a gentlemen who told me It takes 2 weeks AFTER the loan gets paid off from the trade In, but he would look Into It and call me back. I never received a call back. I allowed 2 weeks for someone to return my call, before I decided to reach out again today. The receptionist was unprofessional or willing to help me, she transfrd me to a voicemail, without telling me who or that I was being transferred at all. This cycle repeated 3x before I let her know that was unacceptable, I asked her to let me know where I am being transferred so I dont have to call back continuously before I receive assistance. She transferred me to Chris Lee. I asked [redacted] what his position with the company was, and he replied sitting. I explained to [redacted] I was simply asking for his job title. I explained I was inquiring the status of the $700.00 check I was promised for the extended warranty. He advised me he will look into it and call me back. I told [redacted] if I did not hear back by the end of the afternoon, I was going to visit the location to escalate/ discuss the issue because I have received the run around for 2 months. His reply was whats that supposed to mean? I replied the gentlemen I spoke to 2 weeks ago never returned my call and I am upset no one has assisted me, and I will go to discuss in person, it is not a threat? He said Did you speak to me 2 weeks ago? I havent been rude to you, if you continue to be rude to me, I will not assist you and if you decided to show up in person you can just stand around. I have never been treated with such disrespect from a corporation, at that, a Sales Manager. It was completely unprofessional, not to mention incommodious. The reason for my call today was simply to inquire the status of my refund due, but received horrible customer service. I am completely and utterly dissatisfied.Desired Settlement: I would like this matter resolved with the $700.00 refund I am due as promised by [redacted] for the extended warranty purchase from my 2012 Honda Civic. I would like to recieve the check disbursement within 5-7 business days, and be treated with respect and courtesy as I am a returning, loyal Honda customer.

Review: I bought a 2008 GMC Acadia in 2010 from First Kia in Simi Valley. I purchased an extended warranty at that time. When I purchased the warranty, I was not told that any repairs would have to be done or inspected by their "Kia" mechanics (if within 40 miles). I have had many issues with the car, searching online, this is a problem with this year and make of car. Most things were covered under my normal warranty, so always repaired by GMC in Simi Valley. My transmission went out a few weeks ago and had to have it towed. Since AAA would only tow 7 miles, I had it taken to GMC in Oxnard. They were great. But since my warranty had the 40 mile rule, they wanted it brought to them. But since transmission out it would have to be towed there. Since that would cost close to $300.00, they released the repair to GMC. They repaired it but at the time discovered the timing cover was leaking and I told him my steering was making noise. The warranty company stated Kia would not authorize them to release it to GMC in Oxnard. I would have to bring it to Kia in Simi. So I drove out there, but since they had to "inspect" it, I did not qualify for a rental car. So I left the car there and in meantime, the Kia mechanics replaced my steering pump. They stated no other problems. I asked them to have GMC in Simi look at it to make sure no other issues. GMC found problem with my rack & pinion and advised repair/replace. They did not see any oil from timing cover (since it had been cleaned off) by Kia. Kia brought car back to their mechanics and they said no problem, it was probably residue from their repair. So my car was ready (this after a week without a car).I picked it up from Kia. The next day I heard the same steering noise. I drove a few more times, still there. So I called GMC in Simi to confirm diagnosis they made ( which Kia was aware of).I brought it back to GMC Oxnard to inspect. The timing cover IS still leaking and steering gear bushing needs to be replaced.Nightmare starting again :(Desired Settlement: Kia needs to release my car back to GMC for repairs and not try to cover up problems that exist.My warranty expires in 5 days and if this is not taken care of properly, it will cost me $2400.00.I am very upset with this "clause" in the warranty they offer. Since Kia mechanics are not certified GMC mechanics and the fact they actually cleaned area, to hide evidence that my timing cover IS leaking and blamed residue from their repair instead of checking my rack & pinion.I'm Disgusted at KIA!

Business

Response:

This vehicle is currently being repaired at the GMC dealership in Simi Valley. All of the customer’s specific concerns are being addressed. She has the full use of a replacement rental car while the inspection and repair processes are being done. This was done at no cost to her.

Business

Response:

Ms. [redacted]'s vehicle has had all repairs completed. The vehicle was serviced at a GMC franchised dealer per her request. This was not part of her contractual agreement with the service contract company, but was done to try to alleviate some of her anxiety. When there are multiple parties involved in a sequence of events, with differing opinions about the issues involved, there can be a delay in getting everything completed and the issues resolved. Rather than have Ms. [redacted] deal only and directly with the service contract company (the entity with whom she had her legal agreement) we tried to step in to help see the process through. At this point everything has been done, a rental vehicle was provided and her out of pocket cost has been minmal.

Thank you,

-[redacted]

First Auto Group

Consumer

Response:

Review: 9969220

I am rejecting this response because: As per [redacted]'s response below, my car did end up having all repairs done by GMC in Simi Valley, however this was not done to relieve my anxiety or any concern of his or the dealership. I had my lawyer contact [redacted] regarding the fraudulent misdiagnosis and failure to fix the problems that were under my extended warranty at the First Kia Dealership. He has only offered for me to bring it to one of their associated dealerships, First Honda or First Nissan to have the car checked by their mechanics. Since he gave me no other alternative, my lawyer called and advised that we were aware of the fact Kia was given a diagnosis from GMC that my rack and pinion needed to be fixed. The Kia service department said it was not a problem and was probably related to the previous repair they had done, replacing my steering pump (unrelated). Then taking my car back to the GMC Oxnard to reinspect the car, the timing cover was in fact still leaking and pictures were taken. So my lawyer advised that we wanted the car repaired by a Certified GMC mechanic.

Also, my lawyer learned that the Kia owner has financial interest in the warranty company that they sold me (Profile). So the conflict of interest in regards to having to fix my car correctly was going to affect him financially too.

Review: On July 31, 2015, I visited First Nissan, located in Simi Valley on First Avenue, My engine light came on while I was on the freeway. While waiting on the analysis I was approached by the service attendant, I was told that I needed an engine and that sludge was found in my engine where oil is put into my vehicle, I was quoted a price of over $10,000 to replace my engine. I declined to have an engine put in my car because as you can guess, I could buy a new car for that amount, While I was waiting for them to ready my car so I could leave their shop, I went online to see if I could find an engine for less money, the first name I came across was the shop this dealer works with 1st Auto Group, I turned around and there was one of their workers sitting behind me with the logo I was looking at on the screen of my computer, I didn't put it together yet though. After a time, the shop readied my vehicle and came for me, I distinctly asked them did they put oil in my car, because they told me my oil was extremely low, both the service attendant and his helper both said yes. I left that dealership perplexed and nervous because I didn't have that kind of money. I proceeded to a nearby library. When I exited the library I decided to check my oil, there was not a reading on the dip stick. I went to the local 7-11 and purchased two quarts of oil, by the way, the check off form the Nissan shop gave me, said that my oil and other fluids were in the green, worried, I took my Nissan to another Nissan dealership, there, they told me that no sludge was found in my engine and that they couldn't understand why the other dealership said I needed an engine, Not only that, the engine light went off after they put gave my car an oil changeservice. It is my contention that representatives of "First Nissan" attempted to destroy my vehicle in order to have me either purchase an engine, or buy a new car, Thanks for providing me a way to get assistance in this matter...Sincerely D[redacted]Desired Settlement: I'm not sure a refund will calm me, but it will be a start...

Business

Response:

We believe this customer has a legitimate reason to be unhappy and we apologize for the inconvenience. We will be happy to refund the cost of the inspection that he paid for. The technician was far too cavalier in his responsibility with properly filling out the Multipoint Inspection form. We have had a formal correction and employee write up form done with him by the Service Manager and the Shop Foreman.

With that being said, there exists information that the customer should be aware of:

The engine codes (detailed on the repair order) most often indicate that the engine does indeed have an internal sludge problem that has created damage that is irreversible. This has manifested itself repeatedly in our history with working on Nissans.

Adding oil will make the light go out, but the engine will, most likely, continue to use oil at an accelerated rate. If the oil level is allowed to drop, as it has already done, the damage will increase at a more rapid rate.

Nissan's maintenance manual specifies when the oil level should be checked by the driver of the vehicle and also what the intervals between oil changes should be. Our strong suggestion is that these maintenance instructions should be followed. If/when the oil consumption exceeds what Nissan specifies, then the vehicle should be inspected with the expectation that an engine rebuild or replacement will be necessary.

Thank you for the opportunity to address these issues with the customer and also with our associates here at First Nissan.

Sincerely,

-C[redacted]

Dealer Operations Manager

First Automotive Group

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10765732, and find that this resolution is satisfactory to me.

Regards,

D[redacted]