First Team Auto Mall

Review: This auto dealership ran my credit without my premission.I've went through every possible way to resolve this and none have been successful. The only way for me to get this removed off of my credit report is for them to remove it by calling [redacted] business department and telling them that it was simply a mistake. They won't comply what so ever. The car salesmans name was [redacted] and I also spoke to the finance Manger for hyundai as well and they both just keep feeding me lies. Also, one of the other managers named [redacted] likes to lie as well, said he was the man that makes problems go away. Long story short they don't want to do the work required to get this taken care of or simply don't want to risk putting a blemish on their company. If I was to ever go looking at cars again I'd never ever go to this place they are seriously unprofessional and they all lied to my face in order to try to make the problem disappear.Desired Settlement: Just call the credit bureau that you reported this information to and have them remove it from my credit report.

Business

Response:

On July 22, 2015 Mr. [redacted] attended our off site sale at the Salem Civic Center. He was assisted by [redacted]. They drove an automobile and then proceeded to do the paperwork necessary to purchase a car. One of those items was an application for credit. On that application Mr. [redacted] provided Mr. [redacted] with a detailed amount of information, such as, income, work history, living arrangements, etc. Once that information was collected and the application was signed we proceeded to access his credit and submit his loan for approval to three lenders. Unfortunately at that time his loan was not approved, shortly thereafter we renegotiated his loan with one of the lenders that declined his loan originally and obtained an approval.I understand Mr. [redacted]’s concern about the number of inquiries affecting his credit score. The CFPB report that multiple inquires for credit while trying to obtain an auto loan with in a short period of time only count as zero to one inquiry. [redacted] . This should not affect his score as he is claiming.If there is anything else I may assist you with please feel free to contact me.Sincerely,[redacted]First Team Automall

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below:I never knew the information he was asking for was for a credit application. I never even saw the application. I'm 20 years old that was the first time I've ever even looked at cars. [redacted] knew from the moment he brought me in to "talk" with him I didn't want my credit ran. Furthermore, you said I signed it that's false. I can't sign something I never even saw. When I tried to pursue this legally yall wouldn't even give me a copy of this "signed" credit application. What you guys did and I'm sure still do is morally unacceptable and I want it fixed period. You have no signed credit application. You didn't even have verbal permission I had a witness with me that can verify everything I'm saying. Even more so, [redacted] let me drive that car off the lot without a license, that doesn't give permission to run my credit. I never once said I was buying that car that's why I still have three voice mails on my phone of him begging me to come take it.

Regards,

Business

Response:

We have already replied to this concern with the only answers available.Mr. [redacted] provided his information to us asking for car credit. We could not have accessed his credit without him providing his Social Security Number nor could we have sent in an application without his providing his employment and income information. His intention was to see if car credit was available, and we performed the service requested.Thank you for the opportunity to respond.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Once again I told you guys not to run my credit in the first place thats why this time you avoided the part about the signed credit application . I NEVER gave consent. You guys asked me questions that you guys said were "basic customer information" that you weren't going to run my credit. Your employees lied to me the same way you're trying to cover up your employees mistake. It's very simple to call the bureau you ran my credit through and have them remove it. Instead, you wish to argue with me about something that you wasn't there for. I have a witness that was there that I asked you guys would you like to talk to to verify my information. Your manager [redacted] told me that when he didn't find the "signed" credit application that he would handle my issue. Then when I called back and he didn't have one because thete never was a signed one he lied too. [redacted] never once told me that it was a credit application. Why dont you attach that signed credit application? You guys do this to people and expect them to just deal with it.

Regards,

Review: I purchased a 2010 Hyundai Elantra and an extended warranty plan from the dealership. I have sold the Elantra, and I would like to request a refund for the remainder of the warranty. I spoke to a salesman about my warranty, and he informed me that the value is roughly $450.00 and would be refunded to me if I sold my Elantra. I then attempted to contact the Finance Manager, Mr. [redacted]. I called Mr. [redacted] on Tuesday morning, and Wednesday, and today, which is Thursday. Mr. [redacted] has not returned my calls, and does not answer his phone when called directly.Desired Settlement: I would like to have someone from the dealership contact me so that I can process my refund request.

Business

Response:

On July 10, 2010 [redacted] and [redacted] purchased a Hyundai Mechanical Failure Contract. While this is a Hyundai product and not in any way controlled by the broker, First Team, we certainly may assist in acquiring the cancellation from Hyundai. All Mr. [redacted] would have to do is contact the store, ask for who handles the cancellations, which is [redacted] and he would have this taken care of. Since he mentioned [redacted], who would not be the person to handle this but would certainly help him when possible… I contacted Mr. [redacted] and he reports that Mr. [redacted] left a message several days ago stating “call me back” with no name, number or what this was about. [redacted] did get a subsequent message yesterday but unfortunately he was booked with appointments all day and would not have been able to return any calls until his next business day which is tomorrow, Saturday. If Mr. [redacted] had called and asked who could help with a cancellation since Mr. [redacted] was not able to respond, he would have been given to [redacted] and this would all be in process. While we work hard to return all calls, there are rare times when one person will not be able to get to all in one day, that is why we have over 180 other team members here in Roanoke to serve! A quick call by him asking for help since he had not heard back and our Receptionists would have gladly assisted him and making sure that we found someone that was available.To help him get this started we have enclosed the Cancellation Form which needs to be completely filled out and executed by all purchasers and as the form indicates a refund would be processed no sooner than at least 21 business days.Please ask Mr. [redacted] to complete the form and return it to [redacted].Thank you,[redacted], President/General ManagerFirst Team Auto Mall

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would acceptable, but not completely satisfactory to me. The business asserts that I failed to leave a proper message that included my phone number, name, and the reason for my call. This is absolutely untrue, as well as insulting, but I will take the matter up with the business separately from this complaint. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Bought a service contract when purchased vehicle. Was told no deductible and would extend bumper to bumper for 72,000 or 6 years. Had issue needed service but was told had $250 deductible. I immediately made issue known. My copy of the sales contract has NOTHING checked by deductible. I feel as though we have been baited and switched. Extremely poor way of doing business. I have requested what will be a partial refund taking a loss of around $1,000.Desired Settlement: Detailed sales training to ensure these details are made clear. Ensure that the customers copy shows exactly what was purchased.

Business

Response:

[redacted],

We have sent a letter to the VW Extended warranty processing center instructing them to change their records to 0 deductible just as Mrs. [redacted]’s contract shows.

Please let Mrs. [redacted] know that if they have any issues to please contact us directly.

Thank you,

David

David Dillon, President/General Manager

First Team Auto Mall

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted] & [redacted]

Review: On November 30, 2013, I leased a Volkswagen Tiguan. Since the first day the service with First Team Auto Mall has been a nightmare. On or around December 17, 2013, I was contacted by [redacted] to inform me that the First Team Business Office made a mistake on the contract and I needed to come in and resign the paper work with my grandfather who is co-lessee in the account with me. I informed [redacted] that the earliest I could make it in was the 21st as my grandfather and I work different hours and it was nearly impossible other than on the weekend to attempt to come in and re-sign paperwork. On Friday, December 20, 2013, [redacted] calls my grandfather [redacted] and threatens to come have the car leased towed away because we have not yet come in to resign the paperwork; although, we informed [redacted] that we would not be able to come in together until Saturday, December 21, 2013. What was his purpose in threatening to take the car if the mistake was something that they, First Team had done incorrectly. The original reason he told us to come in was that the rate had changed. Upon signing the new paperwork, the rates did not change. It was more or less a paperwork error on their behalf that they were seeking to punish their customer for. This contract was resigned Saturday, December 17, 2013; however the paperwork still reflects the date of Saturday, November 30, 2013 which was incorrect. On November 30, 2013, I paid to First Team a payment of $461.20 as the first months payment which was recorded on the books by VW Credit. I was sent a text message by [redacted] that my tags were ready for pickup on January 4, 2013. I informed him via text message that I would be in to pick up the tags on January 5, 2014. When I arrived at First Team on January 5, 2014 at approximately 12:00 pm, I was greeted by [redacted] and he said that I needed to make my first months payment there; although per VW Credits website my payment is not due until January 30, 2014. (continued)Desired Settlement: So why would [redacted] be telling me to make my payments through First Team and per the statement I should be mailing payments to VW Credit or paying online. [redacted] also told me if I did not make a payment of $461.20, they would come pick up my car. My question is for what??? I have done nothing wrong and per Volkswagen my account is in good status.It seems that something shady is occurring and I would hate to think that these people were trying to deceive me and take my money. I am requesting my tags as my thirty day tags have expired. I am requesting to be left alone and to stop being harassed. I have received nearly 20 calls over the course of a month, not counting text messages. Why would they be trying to take my car...??? I have done nothing wrong and my account is in good standing.

Business

Response:

Dear Ms. [redacted],

On November 30, 2013 [redacted] and [redacted] Leased a 2013 VW Tiguan. Unfortunately, as with most leases, paperwork is more complicated and it is not that unusual for VW to reject the first contract and ask for minor non financial changes in details which do require an extra visit to the store. In this case it took a few days extra for them to come in to sign the corrections and since leasing requires the first payment on the date of possession and the second payment in exactly one month, the second payment was due and payable December 30th… so to make sure that Ms. [redacted] would not be late for her second payment VW deducted the second payment due from the total amount due to First Team from VW to purchase the lease agreement. That action by VW was made to help make sure that Ms. [redacted] was not behind on her payment that was due December 30, 2013 and that payment is now due and payable to First Team. Inc..

Please find attached the Lease agreement showing that the Lease agreement was between First Team Inc. and [redacted] and [redacted]. This agreement also shows that the Lease started November 30th, 2013 and that makes the second payment due to First Team Inc. on December 30th, 2013 which is the payment that we just requested from her. Now that VW has bought the Leasing Contract from First Team her third payment will now be due to VW by January 30th, 2014 as well.

Also, please see the attached email from VW that states that Ms. [redacted] has not paid the second payment which was due December 30, 2013 to VW. Their system only shows that she is now current because VW assigned the responsibility of collecting payment #2 to First Team so that Ms. [redacted] would not be late. Again, please look the contract that shows that the contract is between the Lessor , First Team Inc. and the Lessee, [redacted] and [redacted]. Payment #2 is now past due and payable to the Lessor, First Team Inc.

We do apologize for the inconvenience of the paperwork, however that does not change the leasing agreement nor the fact that the payment of $461.20 is past due to First Team and that we request immediate payment.

If Ms. [redacted] has any questions she may contact [redacted] at ###-###-####. She may make her second payment of $461.20 either in person at our VW store or by mail to First Team Inc. at 6520 Peters Creek Rd. Roanoke, Virginia. Please relay to Ms. [redacted] that If payment is not received by First Team by 1/10/2014 Late Charges will apply as specified in the contract.

Thank you for your time and assistance in this matter,

David Dillon

David Dillon, President/General Manager

First Team Auto Mall

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not owe First Team funds for a payment as I do not have a contract with First Team and any payments will be made to VW Credit per the contract. They had issues with their contract not me and whatever they did to try to fix their error is in appropriate. Further, the way [redacted] called and screamed at me on the phone in front of my mother and grandfather is far than inappropriate and I will not be making any form of payment to First Team because this is their error, not mine! Further, after the harassment the car should be free and I have never experience such inappropriate behavior by sales professionals.

Other than this issue, the price listed on the car is not the price on the contract and this is nothing more than a bait and switch for false advertising. Lastly, I demand that my tags be delivered via US mail to [redacted] Roanoke, Virginia. As First Team is not authorized to hold these tags as they are not theirs.

Regards,

Review: About 3 months ago, my head light burnt out & during a routine oil change I inquired about getting it replaced. I knew the price was going to be steeper then I could have done on my own, but I figured I would check out of curiosity. I was absolutely floored when they quoted me between 700-900 bucks & was told that my ballast needed to be replaced. Of course I left, and drove around for about 3 months with a burnt out light. I would have done it myself before paying that much. Nissan wanted 200 for the bulb and 500 for the ballast. Nearing state inspection, I knew I had to get my headlight fixed, so I took it to a local car shop for a second opinion. My ballast was fine, as I expected, and the bulb only cost 90 bucks. Quite a different story from the guys at Nissan. I decided to return to Nissan to get my oil changed & my free state inspection. And as I was leaving I asked to speak to the manager of the department so that I could tell him my story I just shared with you. He took my name & number down, apologized multiple times, told me I was family & that he would get to the root of the problem and call me back, he even thanked me for sharing my story with him…Two weeks have since passed, I have heard nothing.Desired Settlement: I feel it should be illegal to knowingly price gouge a customer over a part that is not needed. Dealerships are notorious for their crooked antics and it needs to stop. 700 dollars is a lot of money and I should be able to trust the company I choose to do business with. I would like an explanation as to why they treat their customers this way.

Business

Response:

On your last visit you asked me about the advisor giving you an estimate to replace head light.

After reviewing the information I agree that what we did was not acceptable. I do not believe it was an intentional attempt to take your money. When I reviewed the repair order the repair order was written up incorrectly. The repair order does not ask the tech to determine what the problem is with the light being out, it states to provide estimate for headlight replacement. This is where we look stupid. That is all that was done. There is no notes from the technician that they looked at anything or checked anything. It appears that the technician went to parts counter and asked for a price for headlight. That’s where the crazy estimate and price came from.

The advisor is not here anymore so I could not get his version. The tech said he was told by the advisor to get price and when tech said it may need light or ballast he just priced both and the advisor told you the price.

Now as I said this was a stupid way for my guys to handle this. The fact is I accept responsibility for this but I really sincerely think this was a lack of communication and lack of thought going into what they did. I know we do not have to oversell anything for First Team to be successful.

After many years of being a Service Director here I know we makes mistakes. I would not allow an advisor to work here if they lied or mislead a customer just for the monetary gain.

Please accept my apology for the way we handled this. It was totally incorrect. You deserve to receive quality service and correct accurate information.

I told you the day we met that I would investigate this and get back to you. It may have taken me time to get to the bottom of this but I did indeed get back to you once I got the facts.

Please let me know if in the future there is anything I can do to assist you.

Service Director

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Regards,

Review: I first came to the car lot looking at a Honda accord front wheel drive for $14,000. I decided to spend an extra $3k on a Honda Crv because my wife liked it better and I assumed it was all-wheel-drive and the salesman was under the impression that it was all-wheel-drive as well. [redacted] was my salesman. The first misrepresentation that took place was after I had signed all my paperwork the salesman hands me the Carfax and told me that he forgot to give it to me, should be fine only been totaled a couple times jokingly he stated. Turns out the vehicle had been wrecked twice and I had no idea. The second issue with the vehicle was about two weeks after we bought it it's node and my wife was having trouble getting out of the driveway so we did some investigating and that is when we found that the vehicle was not all-wheel-drive but was only front-wheel-drive. I believe 100% that the salesman was also under the impression that the vehicle was all-wheel-drive because before my wife drove the vehicle in the snow the salesman had messaged me asking how the vehicle was doing in the bad weather but at the time we had not driven it yet. After talking with the salesman to let him know my frustrations and that I would have never spent the extra money on a front wheel drive vehicle he checked with his boss and his boss was willing to let me only trade the vehicle in for something that cost more money. His boss offered to waive the $597 processing fee if I traded it in on something else. His boss also told him he would need to appraise my vehicle and that the trade-in value was of course less than what I paid which I thought was unfair. I felt like they let me down by selling me a car that had been wrecked twice that I thought was all-wheel-drive. The man's name was [redacted] who contacted me from the dealership and was somewhat rude on the phone as if I was lying to him but also let me know that all the paperwork stated the vehicle was front wheel drive. I tried to tell him that the salesman was misunderstood and I also assume the vehicle was all-wheel-drive have you not thought it was all-wheel-drive he would have never checked up with us to see how the vehicle did in bad weather. [redacted] the director who was contacting me told me that I had already titled the vehicle and there was nothing he could do and I suggested him are reselling it on his lot due to misrepresentation. I also asked him several times mass please speak with the owner and he would only talk through the owner to me but never let me talk directly to the owner. This is the first vehicle I have ever purchased from a car dealership with a bank loan and I'm very disappointed and think that I was treated very poorly considering the circumstances and I feel that I was definitely misrepresented about what I was buying. I fear that if I keep this vehicle in the future with the dirty Carfax history it could hurt me on trade-in value. Again I am very unhappy with the situation and feel as if I was treated unfairly by the salesman and the dealership.Desired Settlement: I notified the salesman and told him that I would keep the vehicle with the understanding that they would give me a percentage back from my purchase for misrepresentation of the vehicle and poor car fax history.

Business

Response:

Thank you for forwarding the concern from Mr. [redacted]. I am aware of his transaction, was partially involved and I did meet Mr. [redacted] when he purchased this vehicle. At that brief encounter with him and the Salesperson I was given the strong indication that Mr. [redacted] and [redacted], the salesperson, were acquainted and had actually gone camping together so there is a friendly relationship between these two gentlemen that existed before this purchase. This is also the reason Mr. [redacted] chose Mr. [redacted] as his salesperson and Mr. [redacted] actually connected to [redacted] through Facebook about this purchase. These two gentlemen did know each other before so there is some background between the two and I am sure that there was a familiar approach to this sale… as it would be between any salesperson and someone they knew versus someone they had never met before. Mr. [redacted] has not said that Mr. [redacted] told him that this vehicle was All Wheel Drive and Mr. [redacted] also says that he did not. The accusation in this claim is that Mr. [redacted] believes that the salesperson is “under the impression” that this vehicle was All Wheel Drive and from this complaint and the conversations between Mr. [redacted] and our Sales Director, [redacted]… there is no claim that Mr. [redacted] ever told Mr. [redacted] that it was All Wheel Drive. Mr. [redacted] started out looking at a Front Wheel Drive sedan and moved to a larger Front Wheel Drive vehicle, that is not unusual. Please find attached a copy of the CarFax report, that Mr. [redacted] also has that does show that this Honda CR-V is not only clearly marked Front Wheel Drive, but also shows two minor accidents. Both indicate either “none or minor” damage or that the vehicle was functional and did not require towing which also indicates very minor damage. CarFax also indicates that considering all of this vehicles history… that this particular vehicle is worth $590 above Retail Book Value. This would indicate the opposite of a “dirty” CarFax and in fact show that this car is worth more than the average! This CarFax was not only given to Mr. [redacted], it was also posted on our website with this car for the world to access… clearly we did not hide anything.Also attached is a copy of a report that I personally pulled the evening of his purchase and gave to both parties to show how this FWD CR-V was priced at 92% of the market and a very good deal at the price we were asking. There were at least two documents used in the transaction that clearly indicated that this vehicle was not AWD.Mr. [redacted] has repeatedly offered to help Mr. [redacted] trade into something else that we would have in stock that he would like better. He told Mr. [redacted] that once he found the right vehicle in our inventory that he would then appraise the Honda for trade and make him an incredible deal that he would be hard to find elsewhere just because we do not want any guest to be dissatisfied with their purchase and that we would help. That offer still stands.If Mr. [redacted] would like to bring his Honda in and explore trading for something he likes better, we will do exactly as promised and work with him to find a vehicle that he likes better and make him a really good trade offer… one that he would be very hard for him to find better elsewhere.Again, thank you for forwarding this concern. Please let me know if we may answer any further questions.[redacted], President/General ManagerFirst Team Auto Mall

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I understand Mr. [redacted]'s offer of allowing me to trade the vehicle in for something better, unfortunately it would require me spending more money in which I had already spent more money to buy the CRV as opposed to buying the Honda accord.The problem is Mr. [redacted] will tell Mr. [redacted] and Mr. [redacted] that he messaged me during the snow that we got and asked how my new vehicle was doing in the bad weather. I iMessage to Mr. [redacted] back and told him that we did not want to get the vehicle nasty during the snow we would try it out in the next snow. Mr. [redacted] then responded and said well if you're not going to drive it how about you let me drive it ha ha I am stuck at home with 2 Front Wheel drive vehicles and it's hard to get around. If Mr. [redacted] thought my vehicle was not all-wheel-drive why did he follow up to see if I was enjoying it in the bad snow that we had. Again I would have never purchased this vehicle unless it was all wheel drive. This vehicle has over spray on part of the roof where it was touched up and the pinstripe doesn't match from one side to the other. Very disappointed with First Team.

Regards,

Business

Response:

Like we stated in our first response, Mr. [redacted] and Mr. [redacted] are not strangers to each other and Mr. [redacted] has been clear that he never told Mr. [redacted] that this vehicle was All Wheel Drive and Mr. [redacted] has never claimed that Mr. [redacted] told him that it was All Wheel Drive. In fact at least two different documents that Mr. [redacted] received during the buying process indicated that this was Front Wheel Drive. Many Sport Utility Vehicles do not have the All Wheel Drive option and in fact nationally more are sold without, than with All Wheel Drive so it is not rare to find one with Front Wheel Drive… and in fact it’s quite popular. Now we have new claims of pinstripes not matching and overspray on the roof… it is clear that he does not like this vehicle and regrets purchasing it and as we offered the first time we stand ready to make him a great offer to trade, an offer that he would be hard pressed to find elsewhere. Also we would be glad to look at the pinstripe concern which should be easy to fix and see what we may do to address.It is clear that Mr. [redacted] just does not like this vehicle and we truly want to help him find a vehicle that he does like and as offered repeatedly, we stand ready to assist in that effort. He just needs to come in and find something in stock that he likes better and we will make him a great trade in offer… as we have always said that we would. Sincerely,[redacted], President/General ManagerFirst Team Auto Mall

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I bought the vehicle in good faith with first team and Mr. [redacted] and feel like if the salesman and Mr. [redacted] and myself were to sit down and talk about the misunderstanding of the vehicle being only front-wheel-drive I would hope that Mr. [redacted] would be honest and it made it to this mistake made by him.

Regards,

Review: I bought a 2008 Jeep Wrangler Sahara from First Team at their truck center. The salesman who sold it to me told me it was a great Jeep with no issues and that he had personally drove it to and from his residence in [redacted] for two weeks with no issues at all. I drove the Jeep for about a month and a half and put around 4000 miles on it before it began to make a cloud clicking noise. I looked at the Jeep myself and saw that the CV joint that connects the rear driveshaft to the transfer case was completely shredded. I then took the Jeep to a neutral party garage where they advised me that both the front and rear drive shafts would need to be replaced as well as all the joints and that the transfer case was not seated properly and was bouncing around when it was driven and there was a rear upper control arm installed on the jeep and the angle at which the drive shaft was going into the transfer case was what caused the drive shaft to fail. They also advised me that I shouldn't drive the vehicle anymore until it was fixed. I called the truck center back and he advised me that lifted Jeeps cause accelerated wear and tear on the driveshaft and it's recommended that people replace the stock drive shaft with heavier duty ones. I was unaware that the Jeep I purchased didn't have those driveshafts and the only option he was willing to give me was to fix it at the price of one thousand dollars. I told them that I wasn't happy with that since I've only had the vehicle for 4 months and the problems started occuring less than 2 months of me owning the vehicle. I asked the salesman why they didn't simply replace the stock driveshafts when they inspected the vehicle and he advised me it would cost them around 2500 dollars and they weren't willing to do that because they wouldn't make any money off the sale of the Jeep.Desired Settlement: I would either like First Team to fix the problem by repairing it at no cost to me or putting me into another vehicle that doesn't have any issues with it like my Jeep. I would like to not have to take this any further than the Revdex.com but if no solution is offered or found I will be contacting a lawyer.

Business

Response:

In response to case #[redacted]. I spoke with the customer today. We both agreed that his purchase was made on a vehicle that was sold “As Is” with no warranty. While his problem exists he has yet to bring the vehicle to us to diagnose ,so we can determine what assistance we will offer. It is always our intention to take care of our customers. The vehicle is scheduled to be brought to our shop on March 26, 2015. I will update you once the vehicle has been diagnosed and to what level of assistance we are offering.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Regards,

Review: Tire pressure light illuminated and would not go off. I had scheduled a lifetime alignment, tire rotation, and balancing at a [redacted]; so I had them check the light. After many attempts, they could not reset the light. I called Nissan numerous times to get appointment to reset a check tire pressure light. Constantly sent to unmanned voicemail due to employee being out sick. Finally sent to a different service dept voice mail where I left a message. Was not contacted until after I sent a text to one of business/loan personnel. Appointment made and car seen. Was charged what I felt was an affair charge due to car being under warranty. Was sent an email survey in which I completed giving the dealership unsatisfactory due to response time and charge. Service manager replied to survey results by saying that a person had been out sick for 2 weeks and they were in a bind, that they prefer I have all my work done at the dealer because they are competitive and that [redacted] has chosen not to invest in the expense to stay updated in their equipment software. I responded with questions as to why my calls were being sent to an unmanned answering machine when they knew this person was out sick. I said that I would love to have all my work done at the dealer, but it is not feasible for me financially. I said I would just "bite the bullet and chalk the charge up to another way dealerships make money whether it be fair and honest or not. At this point I received a response email in which the service manager stated he would refund my charges but he had put in the computer NOT TO DO OR SUGGEST ANYTHING TO MY VEHICLE. There is no need to suggest anything since you feel you cannot trust us. We will still notify you of any factory recalls or campaigns for safety reasons. Upon receiving this, I forwarded the email string to the !st Team president and general manager. Telling him that from this statement, I take it my car has been banned from service after the sell, the free oil changes and free inspection stickers which were part of the purchase agreement. His reply was that I misunderstood. The service manager was saying they would make no suggestions (like when you order fast food and they would say "do you want fries with that". He admitted to being very biased since he has known the service manager for over 25 years. I replied that yes you are biased because several of my friends read the same email and took it the same way as I did. The fact is, the service manager was angry because I took my car to someone other than the dealer and because I had the nerve to complain.Desired Settlement: I want any notations or remarks that were added computerized or otherwise removed. I want a written apology from both the service manager and the president of 1st Team Nissan. In addition to the written apology, I want verification that my vehicle repairs will be done with the same courtesy and consideration as any other customer. I also feel the service manager should be reprimanded, but of course fat chance of that happening because it is evident from the president's email reply that the "good ole boy system" is thoroughly intrenched at First Team.

Business

Response:

From: David Dillon

Subject: FW: FW: unsatisfied with Nissan service

Mr. [redacted] apologized and explained what he meant immediately and she has not accepted his apology and explanation nor mine. She is taking a repair at no charge from another shop that was added in at no cost to another repair, in other words she really did pay for it in the total, and trying to complain that our fair charge ala carte for the same service at $20 was outrageous and unfair and that she will no longer trust us. Everything is being taken by her out of context and we have done nothing but try to explain and even have refunded the charge. Nothing seems to help!

Thank you,

David

Business

Response:

Dear Ms. [redacted],

It is very apparent that you have taken offense at Mr. [redacted]’s attempts to explain this situation and we apologize for anything that we may have done to offend you.

All I can say after reading all of this twice is that [redacted] in no way “banned” or intended to suggest in any way that you may not return to First Team. He did state that if you did not trust us that there was no need to suggest any added repairs meaning that we would only perform the work that you asked specifically for. That is all that he said. Another way to explain this would be to say that we will not ask you if “you want fries” with your order. We will just take your request and perform only the specific services that you ask for.

I will admit right up front that I am very biased here since I have known [redacted] for over 25 years and consider him to be a very good friend and a very loyal and extremely accommodating to our guests… so I will not try to revisit with you any of your impressions of [redacted]’s intentions. That just would not help this situation in any way or help you with your concerns.

You have my contact information if I may ever be of service. Again, my apologies.

David Dillon

Ms. [redacted],

That is not correct or what I meant with what I was saying. I did not say you could not bring your car to us for service. Maybe it would be better to call you and talk in person. Sometimes words can be taken differently in an email.

Based on your comment below “I will just bite the bullet and chalk the charge up to just another way dealerships make money whether it be fair and honest or not.” If you truly feel that way then there is no need for us to check your car over or recommend any service. If we do then you will feel we are trying to take advantage of you again. What I was suggesting by putting the info in the computer was that we will only perform what you request and we will not suggest or recommend anything else. That is all I was saying - that way you will not feel that we are taking advantage of you. There is no need for either of us to have to deal with those feelings. You have every right to voice a concern and we welcome that information -- it can help us become better. You also deserve the right to bring your vehicle to a facility that you can trust whether it is us or someone else. We would love to be that facility and service your car for you. Our desire is to provide you the best possible service and not cause you feelings of mistrust.

Please feel free to call me. I will be out of the office this afternoon but back in the office Monday morning.

Sincerely,

###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr. [redacted] did NOT apologize immediately after. The apology came after I replied (see below). This reply was conveniently left out of the text that the business has copied and pasted. I said this would not stop at the local level. Then and only then did the so-called apology come. My opinion is he felt that he may have screwed up and was attempting damage repair. As far as Mr. Dillon's explanation of "taking a repair at no charge from another shop that was added in at no cost to another repair, in other words she did pay for it in the total, and trying to compalin that our fair charge ala carte for the same service is outrageous" just shows you at what level these people will stoop to back each other up and justify their actions. I was charged at [redacted] EXACTLY what I was quoted for a lifetime alignment and lifetime balance and rotation. The price was quoted before the issue of the light was mentioned.

Oh let me get this straight so there is no

misunderstanding. you're telling me I cannot get service there when required?

That's what it sounds like in your statement that they're not to do or

recommend any work on my vehicle. If that's what you're saying, we've got a

problem which will not stop at the local level. Is this what you're telling me?

You can take my $20,000 but I have no right to complain our give a bad rating?

Review: On July 22, I emailed information to First Team Auto Mall to cancel my GAP Insurance and Service Contract For a vehicle that I had purchased from First Team but traded in at another dealership. When I did not receive a check or any communication from First Team, I called [redacted] ( who I had emailed my cancellation information to) on Tuesday, September 10. He said the person that he needed to check with was not in, but he would call me the next day. When I had not heard from First Team by Thursday, September 12, I called the company that had sold the GAP and Service Contract myself. The representative informed me that the contract had never been canceled. I waited to hear from First Team until Saturday, September 14. When I still had not been contacted, I called [redacted] again. He said that He was not able to find my information because he did not have my husband's name (since the contract was in his name), even though the paperwork that was emailed had all of the pertinent information. After I informed him that I had contacted the company myself and the contract had never been canceled, he was at a loss for words.Desired Settlement: refund of Gap Insurance and Service Contract, a total of $2,088.67

Business

Response:

I have spoke with Mrs. [redacted] about her claim and have informed her that part of the delay was due to needing a proof of payoff. Mrs. [redacted] will be sending myself an email with that information after lunch today 9/17/2013. Once we have that info we will be sending her check overnight for the cancellation of her policies. Mrs. [redacted] is satisfied with our discussion and I told her I would follow up with her and let her know that the check has been sent. Thank you for the opportunity to serve! [redacted], Used Car Manager First Team Auto Mall Direct: ###-###-####Fax: ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.It has been resolved.Regards,[redacted]