First National Fleet & Lease Inc

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 received and deposited their check todayWhile it certainly does not make us whole for the purchase price, repairs and other costs associated with purchasing a totaled vehicle.The check was sent in good faith, as promised, and I am keeping my fingers crossed that it clears my bank.thank you,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Attached in .pdf format is the Complaint File Number *** and a copy of Invoice Number *** from *** *** *** dated on July 31st 2015. Ms*** contacted me regarding the issues that she states in her complaint. We set an appointment for her at our
dealership, provided her with a loan car, while we had the vehicle inspected at *** *** *** to acknowledge the complaint(s) including motor mounts (engine shaking), brakes, transmission and gear shifts. *** *** (Nissan Certified Service Advisor) at *** *** *** *** *** performed a complete inspection & scanned the vehicle on the Nissan Diagnosis Computer. The results of the inspection determined that the vehicle shifted fine, the motor mounts were in good working order, the brakes were good & noted the only recommended repair would be a CVT Fluid Service, that we authorized and had performed at no charge to Ms*** and the copy of this repair was provided. We stated to from the beginning that Nissan uses a CVT Transmission, which is basically a one speed (gearless) transmission that winds and act(s) like it slip a bit but is a operating condition of the Transmission. This can be verified by any vehicle manufacture that uses this type of transmission ie: Nissan, Ford, Toyota, Dodge and many others. I personally drove the vehicle with her in it to explain in further detail how the transmission works. Ms *** left the dealership happy and was given my personal cellular phone number in case any other issues we to arise. The price that she was charged was with in Regional Acceptance Corporation's (her finance company's) guidelines and the customer never brought up price to me. If she experiencing additional issues or problems, I can schedule another appointment to have those issues acknowledged, we are always more than willing to take care of our customer. If you have any questions, comments, need further information or assistance, please reply to this email. For immediate attention, call or text to*** ***. Yours truly, FIRST NATIONAL FLEET & LEASE, INC John Y***@hotmail.com*** *** *** *Seattle, WA 98133-7518CEL*** ***OF* *** DirectFAX*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: ***
I am rejecting this response because:While many of the various details of the business' rebuttal are accurate, the actual purpose and grounds of the concern were not addressedI will state them succinctly:First: The series of events on the customer side:We came to the business, spoke with a salesperson about the vehicle, took a test drive, and purchased the vehicle (on 8/24)The conversation did include confirming that the vehicle had been fully inspected.On way home, the check engine light came on.The following morning (Fri8/25), I, *** (buyer), took the vehicle to another business just to check the code(s) for why the check engine light came onThis check indicated that (a) the reason for the light was an Osensor, and (B), that this was the third time this code had caused the light to come onThe implication is that the check engine light had been turned off without addressing the issue twice.I, ***, called the business (on 8/25) to address the issueEventually, I was speaking with the appropriate party, who looked up my vehicleBefore explaining to him what had happened, he did bring up the fact that they were aware of the bad OsensorWhen asked why they would turn off a check engine light when they knew it should be on and that there was an issue without telling us, he made several points: AThat when you insert the probe, the check engine light "automatically" turns off(Note: this is simply not true; one must choose to turn off the light.) BThat we can't trust those people at the auto place who looked it up because, "They're not licensed mechanicsThey are paid minimum wage, and they are 'off the street'"(Note: Putting down someone else whom you do not know, in the context of making yourself appear in a better light is extremely unprofessional and pettyThe person in question was qualified to pull the codes.) CThat their business is not required to tell us about the Osensor and the car is sold as-is(Note: They knowingly influenced the appearance of "as-is" by turning off the light.) DThat he's offering to set up an appointment "in good will" and that he does not understand my "hostility". EThat they had ordered the part but it hadn't been fixed yet.I made an appointment on that call.My husband and I later decided against the appointment and to ask that the part just be sent to us so that we could have our own mechanic, whom we trust, look at it and take care of everythingSo, I called in an attempt to try to speak with the same man who spoke with me beforeHe was not available, so I left a message with someone else and asked that the part be sentShe called back to confirm our address.Later, I received a text message saying that they could not send us the part.Second: Rebuttal PointsIt APPEARS that the business knew of the issue and that the vehicle was indicating the issue previously with a check engine lightI say this because the code for the issue had come up previously and the light had been purposely turned off twiceAlso, the business confirms that they knew of the issue.I cannot speak to anyone's intentions, but here's the crux of the matter: there was a known issue, the indication of that issue was purposely turned off (for whatever reason), and communication of this to the buyer (myself) did not happenWhatever the intention, the appearance of this does not instill confidence in this business as being trustworthyThe main problem isn't our safety or whether the business was required to tell us about an OsensorThe issue is that there was a properly functioning indication of a problemThat indicator was turned off by the business and the issue was known to them, and then the issue was not communicated to the buyerThis leads me to conclude (at minimum) that I cannot trust this business to communicate truthfully with me.I should not have to come all the way down to Seattle with my husband and three children to sit there, while I hope everything is communicated to me correctly on the second go-aroundI simply request that you send the part that you ordered, and let our mechanic work on the vehicle
Sincerely,
*** ***

***Supporting Documentation Redacted by Revdex.com Staf*

Dear ***,
I have been in contact with *** ***, we confirmed an appointment to replace the Stereo Faceplate and Gas Cap (she stated she already obtained a gas cap) on Mon, 02/29/@ 11:00am. The plan was to see if we had a face plate, but if not, I had our vendor: Mobile
Installations standing by to replace the car stereo with a new one, if we did not have the face plate. Ms*** did not show up for the appointment and I have left a couple of messages to re-schedule and contact me on my personal cell phone. I want to make sure *** is satisfied, if she can't re-schedule her appointment, I would be willing to find an alternative to satisfy her. Please feel free to contact me by call/text to (*** *** or by email to: ***@hotmail.com

Revdex.com:This has been taken care of.Thank you, *** ***

Attached in .pdf format is the Extended Detail, Control Number Inquiry, Inhouse Quote, Promissory Note, Partial Copy of the Retail Installment Contract (Front & Back) for the above referenced customer/complaint ID ***. The customer states that we did not auto-pay (deduct) her payment(s) from November & December and because of this First National Fleet & Lease, Inc repossessed her vehicle with out cause Ms *** states that she had to pay the amount of $ USD to redeem her repossession, which included the past due payment(s) (Nov & Dec 2015), Repossession Fees and Late Charges. We offer auto-pay (deduction from a VISA, MasterCard, American Express or Discover credit/debit card at no additional charge or fee as a courtesy to our customer(s) We pull the payment amount on the date due, if the date due falls on a weekend, legal holiday, or if accounting person is out of the office, we pull it on the next business dayAs per Robin, our In House Financing Account Representative, states that we had no issues with receiving Credit Card Authorization for the amount of her monthly payment ($ USD) in the month of August 2015, September & October In November 2015, Ms ***'s Financial Institution declined the card on file, we made an attempt(s)to re-authorize with no success Attempts to contact the customer we not successful because, either the telephone number(s) were changed, not in service or voicemail was not set up The same issue(s) occurred in December as well Please keep in mind that even if an auto-pay or auto deduction is set up, it is still the customer's responsibility to make sure the payment(s) was properly deducted and the payment was made This account was turned over for collection/repossession as per Section abcd. Ms*** & MrBanks did come in on January 12th to redeem the repossession, we charged them $ (Payments of $ November 2015, December & January Payments) and the repossession fee of $ (which we pay a contractor to perform) We did not charge a late fee (5% of the payment) or any other collections cost(s) that we are entitled to in section (c.). As an act of good will and customer service, we are willing to credit their In House Account the repossession fee of $ USDprovide a synthetic oil change/filter and provide a mini detail We like to keep customer's happy and satisfied I have talked with Ms*** regarding this offer! If you have any questions, comments, need further information or assistance, please reply to this email For immediate attention, call or text to (206) 679-8097. Yours truly, FIRST NATIONAL FLEET & LEASE, INC John Y***

Dear *** *** and *** ***, Attached in .pdf format is the Revdex.com Complaint ID 11420142, Copy of the FULL Refund Check Number *** for the amount of $ 2,USD Payable to: Capital One Auto Finance Account Number *** & a copy of
the FedEx Label Tracking Number *** *** *** As per our conversation, yesterday (Mon, 05/02/2016) We are refunding 100% of the Service Contract Premium and Sales Tax to satisfy the above referenced complaint filed with the Revdex.com. This will be sent by Fed Ex to Capital One Auto Finance in your behalf. In addition to this, we will provide your next oil change, filter, inspection service & mini detail (wash, vacuum & windows) as "good will!" Thank you for the opportunity to correct the issue. Please contact me by reply to this email or by call/text to (*** *** to set up your appointment for the service. If you need anything I will be your direct contact. If you have any questions, comments, need further information or assistance, please reply to this email. For immediate attention, call or text to (*** *** Yours truly, FIRST NATIONAL FLEET & LEASE, INC John Y***@hotmail.comAurora Ave NSeattle, WA 98133-7518CEL*** ***OFF *** *** DirectFAX (206) 299-

Complaint: ***I am rejecting this response because:
I was not told that I was pre approved, I had been told it was 'a done deal.' I was not given cars to choose from, I was told there were two cars, a Dodge Caravan and/ or a Chevy EquinoxI took two days to pick out a list of seven cars, I texted and emailed that list to the dealership and was told that there would be no problem again, 'done deal.' Nothing I was told was true.Sincerely,*** ***

Dear Revdex.com,We have since addressed Ms*** *** complaint and resolved the issues. Please accept our sincere apologies for any inconvenience or stress this may have caused the customer and if she has any further questions or need any assistance, please have her call or text me direct to
*** *** or by email to: ***@hotmail.com

Dear *** ***, [email protected], [email protected], Attached in .pdf format is above referenced complaint(s) filed with the Attorney General of Washington File#: ***, Revdex.com Complaint ID #: *** & a copy of the Service Contract Cancellation Check
Number *** for the amount of $ USD. This Check was based on Full Refund (100% - $ plus tax of $ 237.50) that was made payable to: Capital One Auto Finance Account #: *** *** *** *** & posted to your account on November 25th 2016. We verified this with you by conference call with Stephanie (Customer Service Agent with Capital One Auto Finance) on Mon, 05/08/@ 11:22am As per our telephone conversation, please provide a copy of the Repair Invoice from the Repair Facility for reimbursement of $ USD, for your out of pocket expenses. You may provide that copy by scan/email to: [email protected], by FAX to (206) 299-or by photo/text messaging to: (206) 679-8097. We must receive the document on/before Thursday(s) for payment on Friday(s). I will contact you at (206) 390-4969, when your check is available for pick up If you have any questions, comments, need further information or assistance, please reply to this email. For immediate attention, call or text to (206) 679- Yours truly, FIRST NATIONAL FLEET & LEASE, INC John Y*** [email protected] Aurora Ave N Seattle, WA 98133-CEL (206) 679-OFF (206) 681-Direct FAX (206) 299-9178***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me besides the fact that they haven't found a reason for why my car skips,jerks and changes gears it feels like when I'm driving until it is over mph
Sincerely,
*** ***

Attached in .jpg format, is a screen shot of the appointment made to to handle the original complaint.We had an Oxygen Sensor Ordered for the vehicle that DID NOT Arrive prior to the customer taking delivery of the vehicleThe sales person/sales manager did not know about it because the vehicle was
purchased after our service department had a chance to let us know (recent inventory & after our hours Service Operates)Our Service Department was slated to contact *** *** on Monday, 08/28th to SET up an appointment to have the Oxygen Sensor Installed & to make sure the vehicle is in excellent running conditionShe purchased the vehicle late Thu, 08/24th, she contacted us on Sat, 08/26th regarding the "Check Engine Light"It was described to her that our Technicians, sometimes will diagnose the issue, that will shut off the Check Engine Light Temporarily, but it will come back onThe vehicle's running condition was not effected by this minor issue The diagnosis that Ms*** received was from an auto parts store and not a mechanical facility Our Service Department is only open Mon - Fri I scheduled a priority first available appointment for 10:30am on Mon, 08/28th & sent a text message (enclosed). The reason, our Service Department wants to Install the OSensor, is sometimes on a Year Old Vehicle w/104K miles, you can install (1) Sensor and an additional one will fail, some times it's a process of eliminationOur technicians would want to make sure the vehicle goes through a series of tests & a quality drive to insure the Proper & Oxygen Sensor Repair was correctly installed Ms***, even though I left a through, text message with instructions to reply to the text message thread or call me direct had decided to leave a message "just mail the part"Our policy does not allow for us to "Just Mail the Part" Please keep in mind, *** *** DID NOT request to have the vehicle pre-inspected prior to purchase (which she is allowed), the vehicle is SOLD "AS-IS" with the Disclaimer of Implied Warranty SignedIf Good Will is provided, at the Dealer's Choice, we need to be given the opportunity to provide that "Good Will" at our Service FacilityIf the repaired Failed or was not completed correctly, then other options may be provided. We are still open to Re-Schedule the appointment to have the Oxygen Sensor Installed & correctly tested*** can contact me direct by email to: ***@hotmail.com or by call/text to (206) 679-Thank you in advance!Yours truly,FIRST NATIONAL FLEET & LEASE, INC

As of today my issue  #[redacted]  has been resolved, NO NEED TO CONTACT dealer, thank you.

Dear [redacted], Attached in .pdf format is the Signed Good Will & Release of All Claims Agreement, Check Number [redacted] for the amount of $ 1500.00 USD & the USPS Priority Tracking Label with Tracking Number.  Thank you again! If you have any questions, comments, need...

further information or assistance, please reply to this email.  For immediate attention, call or text to [redacted].Yours truly,FIRST NATIONAL FLEET & LEASE, INC  John Y[redacted]
[redacted]Please See Attached[redacted]

Enclosed below is the email that I sent to Ahmed Z[redacted] (Sales Manager), First National Fleet & Lease - EVERETT with a confirmed copy to Mr. [redacted].  We are more than willing to make sure the vehicle is in working order to [redacted]'s Satisfaction, however, we were never given a chance...

to perform the due diligence necessary to complete the task.  Please have Mr. [redacted] contact me direct by phone/text to [redacted] or reply by email to: [redacted]@hotmail.com.  Thank you in advance!If you have any questions, comments, need further information or assistance, please reply to this email.  For immediate attention, call or text to [redacted].  Yours truly, FIRST NATIONAL FLEET & LEASE, INCFrom: John Y[redacted] <[email protected]>Sent: Monday, April 10, 2017 8:09 PMTo: Ahmed Z[redacted]@gmail.comCc: Candy R[redacted] @ First National Fleet Lease; JR Jihad R[redacted] @ First National Fleet LeaseSubject: [redacted] - STK [redacted] - 2013 MINI Cooper - [redacted]  Dear Ahmed Z[redacted],Attached in .pdf format is the CARFAX Vehicle History Report & CARFAX History - Based Value for the above referenced customer's vehicle we sold on March 14th 2017.  As you can see CARFAX Vehicle History Report shows NO Accidents/Damage Reported, No Total Loss, No Structure Damage, & No Airbag Deployment.  The CARFAX History Based Retail Value at $ 14,400.00 USD, which is $ 1600.00 USD more then Mr. [redacted] paid for the vehicle.  The certificate of title on this vehicle is clean/clear and not branded.  His lender Flagship Credit Acceptance would not approve financing for a vehicle with a Branded or Rebuilt Title.  The Auto Check shows Structure Damage but with NO Accident(s). My questions would be, how does a vehicle have any structure damage with out an accident reported?Please allow me to perform some due diligence to make sure the Auto Check Report is valid with no errors.  CARFAX, which is the recognized Vehicle History Authority, rarely has errors or omissions on their reports.  In the mean time, I would like to perform another complete inspection (in addition to the one performed prior to selling the vehicle), make sure everything is safe & in excellent running condition.  Once we complete our inspection, we will take the vehicle to an authorized MINI Dealership to perform an oil change/filter & inspection to assure Mr. [redacted] that the vehicle is in the Excellent Condition that CARFAX has certified.  So your customer is not inconvenienced, we will provide a rental/loaner vehicle, while we perform the inspection.  If Mr [redacted] would like to talk to me direct, please have him call me at [redacted].  Thank you in advance for your anticipated cooperation.If you have any questions, comments, need further information or assistance, please reply to this email.  For immediate attention, call or text to [redacted].  Yours truly, FIRST NATIONAL FLEET & LEASE, INC  John Y[redacted][email protected] Aurora Ave NSeattle, WA 98133-7518CEL [redacted]OFF (206) 681-9830 DirectFAX (206) 299-9178________________________________________From: Ahmed Z[redacted] <[email protected]>Sent: Monday, April 10, 2017 2:38 PMTo: [email protected]: FW: 2013 Mini Cooper Hardtop VIN: [redacted]   ________________________________________________________________...⇄ [redacted]@gmail.comSent: Mon, 10 Apr 2017 13:49:40 -0700To: [redacted]@msn.com;[redacted]@firstnationalfleet.com;[redacted]@firstnationalfle...⇄ [redacted]@gmail.com;Subject: 2013 Mini Cooper Hardtop VIN: [redacted] Hello Again Ahmed and First National Fleet Sales Team,  I hope this e-mail finds you well. I am writing to make clear my regrets and provide my notice in writing. While I am thankful for all efforts made up to this point, those are items that any reputable dealership would have completed prior to selling a vehicle.  After picking up the vehicle on Friday, April 7th 2017 I have since taken the vehicle back to Mini of Seattle. I have been informed that this vehicle is a rebuild. This was not disclosed to me at the time of sale, before or after, by any representative of First National Fleet and Auto. Moreover, the vehicle frame and structural damage was noted on the auction receipt. I have attached documents provided to me by Mini of Seattle. If you have any questions please contact Steve B[redacted] at Seattle Mini in pre-owned sales. Finally, this brings me to my point. At this time I demand to unwind my financing of the 2013 Mini Cooper Hardtop I purchased on March 14th of 2017. I will be returning possession of the vehicle this evening April 10th, 2017.  I expect a refund, in full, of my $2000.00 Down payment to be provided to me in person or mailed to me directly via standard overnight shipping. My address is as follows: [redacted]Lynnwood, WA 98087 I have informed the creditor, Flagship Credit Acceptance, of the vehicles rebuild status and provided them with the attached documentation.  Please confirm the receipt of this letter upon notice. Thank you for your understanding and cooperation,[redacted]C: [redacted]E: [redacted]@gmail.com

Dear [redacted], Attached in .pdf format is the following document(s)  Good Will & Release of Claims Agreement, Copy of Check Number [redacted] for the amount of $ 800.00 USD, Copy of the USPS Priority Mail Label Tracking Number [redacted] and the Complete Copy of the...

Retail Installment Sale Contract (for [redacted], Investigator 3, Department of Licensing - Fraud and Complaint Investigations) who is CC on this email.  The check will be sent on Tuesday, April 12th 2016.  You should receive it by Thursday, April 14th 2016 at the latest. As per our telephone conversation, please sign/print & date, the Good Will & Release of Claims Agreement and return by scan email to: [redacted]@hotmail.com  or by FAX to (206) 299-9178.  Thank you in advance for your anticipated cooperation and patience in this matter. If you have any questions, comments, need further information or assistance, please reply to this email.  For immediate attention, call or text to (206) 679-8097.  Yours truly, FIRST NATIONAL FLEET & LEASE, INC
 
[redacted]Please See Attached[redacted]

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

[redacted]
 
Attached in .pdf format is the Good Will & Release of All Claims, signed by [redacted] Spouse.  In addition to the document, we also are reimbursing the customer over $ 55.00 USD in Gasoline for the trip made to our dealership from the...

customer's residence in Olympia, WA.  If you have any questions, comments, need further information or assistance, please contact John Y[redacted] by email at [redacted]@hotmail.com or for a immediate response, call or text to [redacted].  Thanks you in advance.
 
 
Yours truly,
FIRST NATIONAL FLEET & LEASE, INC
 
John Y[redacted]@hotmail.com