Hendrick Fiat of Cary

I purchased a brand new fiat 500 pop from [redacted] in July 2013. I test drove and picked out the one I wanted that sunday. Because their bookkeeping had mistakenly registered that car to someone else already, I was not allowed to purchase that car. [redacted] went to find an identical car like the one I wanted but it was dark at that point promising if anything was wrong with this one, they would make it right! When the morning came I scanned the car and called [redacted] letting him know the emergency flasher button was cracked and glue was on the headliner in several places in the rear. I was promised it would all be taken care of. I brought the care in several time at that point. once for over 6 hours, then for pictures and still to this day, the headliner has not been repaired. I am told it is on order. I have had to make the car payments on a defective car, make toll payments to get the car there and put miles and miles on my brand new car to take back to the dealership and it is still not repaired. I was given a loner for months and it was still not repaired!!! It has been over 4 months for this dealership to fix a glue spot and they have not made good on their promise. I have no confidence for any future "mechanical" repairs will get done properly if they cannot correct glue. I do not want to deal with this place, because over this entire time NO ONE HAS EVER CALLED ME BACK OR FOLLOWED UP! I had to file a complaint with their 800# line and opened a case there...it is still ongoing! [redacted] is the case representative in Canada there. I do not want this headache or this car any longer. The joy or purchasing a new car form this place has been sucked away from this entire experience!Desired SettlementI do not want this car any longer. I do not want to ever return to this dealership or service center! it has been too long to fix a glue spot! I have no confidence that they could ever fix a real issue.Business Response /[redacted]/Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@hendrickauto.comHendrick FIAT of Cary has been working to resolve this issue with Ms. [redacted] since her purchase of the FIAT 500 on 7/28/2013. The emergency flasher button has been replaced and Hendrick FIAT of Cary and its representatives have been working with FIAT USA in regards to a warranty claim for the two glue spots on the rear section of the headliner. This part was on national backorder and unattainable for some time. In addition to the two issues that are noted in Ms. [redacted]'s complaint, Hendrick FIAT of Cary also replaced a door panel due to a scratch that was brought to our attention during one of her visits. A positive owner experience is paramount for both Hendrick FIAT of Cary and FIAT USA. Although these issues are purely cosmetic in nature and can arise during the manufacturing and delivery process, we understand that they can affect the ownership experience if not corrected in a timely fashion. We hope that Ms. [redacted] feels comfortable with coming to us with future issues if the need should arise as our Service Department and its competency to repair mechanical issues and perform routine maintenance should not be reflected in a backordered part. Ms. [redacted]'s headliner will be replaced as a resolution to this complaint.

Cold called me and made an offer on my vehicle. Found a miniscule issue and tried to offer me half after ensuring me I would not be bait and switched. Would not give me GM info.","neg-1

Cold called me and made an offer on my vehicle. Found a miniscule issue and tried to offer me half after ensuring me I would not be bait and switched. Would not give me GM info.

Impossible to cancel extended service contract, GAP insurance and oil change program.Fiat of Cary seems to have a philosophy of once you are a customer the best business practice is to ignore you. I have left over 3 dozen phone messages, e-mail messages and text messages. I have NOT heard a reply back so I can cancel my extended service contract, GAP insurance and oil change program. I have Fiat USA involved and they are experiences the same issues, they leave messages and are not getting a reply. The refund for all three of these programs I purchased is around 2,500. The only thing that would explain the sheer incompetence on the dealerships part is that they are hoping I give up so they can keep the refund that I am requesting. The Fiat 500 I purchased is a great car, I wish I would have never gone to Fiat of Car. I could never recommend them to anyone as a reliable place to purchase a car. From what I have been told [redacted] the finance manager, has to print out the forms, scan them in and e-mail them to me. This should be a 5-10 minute process, yet the choice he has made is to ignore me. I also do not trust, [redacted] to even send the paperwork in so the refunds can be processed. If I can leave dozens of phone calls, etc. and he ignores me why would I trust him to file the paperwork in a timely manner. This Revdex.com complaint should have never happened. If Fiat of Cary was running their business in a way that put customer service as a top priority I would have had a make a couple phone calls at the most to settle this matter.Desired SettlementI want a refund for my extended service contract, GAP insurance and oil change program. If it is too complicated for them to file the paperwork, please send the check to me and I will send it to the finance company myself. I would also recommend additional training for your staff, one that emphasizes a "customer first" mode of thinking. An apology would also be nice. Business Response /[redacted]/We have processed Mr. [redacted]'s cancellation for Gap, Extended Service Contract, and Oil Change program to his satisfaction. This issue has been resolved and the cancellation is being mailed to his lien holder. Consumer Response /[redacted]/This issue has been resolved. It is still hard to believe this issue came to this. The Fiat cars they sell appear to be a very good product, the customer service needs to be raised to a level which is complimentary to their product.Final Consumer Response /[redacted]/

Co sold services it knew duplicated factory plans included w/purchase.Company sold an Oil Change Plan, $199.95, which it knew to be a Fiat benefit included w/purchase, and was not disclosed. Company sold an "Extended Warranty", which they now tell me commences on delivery date, though it offers nothing additional to the Factory Warranty benefit included w/purchase. Purchase price, $1969.00, and subject to a $50. admin. fee upon cancellation, in my view. Company has/had $0.00 (zero) financial exposure under either plan, and has offered $770. prorated refund for "unused Extended Warranty" Current Mileage: 46,000, Factory Warranty: 50,000 miles.Desired Settlement$1919.00 minimum for "Extended Warranty", though a full refund, $1969.00 seems more appropriate. Also, a full refund for the "Oil Change Program", $199.95. Both items were financed through Wells Fargo under a 72-month contract @ 4.79% interest. Business Response Contact Name and Title: [redacted] Retail Ops MgrContact Phone: XXX-XXX-XXXXContact Email: [redacted]@hendrickauto.comWe reached out to the [redacted] to try and come to a mutual agreement and offered to waive the cancellation fee and give back a full refund for any unused services on the Oil Change package. When the [redacted] purchased their vehicle, there was not a FIAT dealer close to them at the time, so the Extended Service Agreement would provide coverage at any ASE Certified dealer, where the FIAT warranty would have to be taken to a dealer which could have been very far away. They also used all 6 of their Oil Changes, so there is no way to refund because they were all used. The prorated amount is detailed on the contract and with their signature they agreed to purchase the policy and understood the cancellation option. We will need the [redacted] to sign the cancellation form for us to process the cancellation and send the check to their bank, but they have refused to do so. Attached you will find the contracts and proof that they redeemed the policy. Consumer Response Hendrick of Cary is offering a very compelling a reason for engaging the services of the [redacted] Division. In the first place, Fiat-Chrysler, through its extensive dealer network, includes FREE oil changes for which Hendrick Fiat of Cary charged us $199., acting in bad faith. Hendrick offered nothing, and had zero liability. Second, while Hendrick of Cary sold us an "Extended Warranty" for $1969.00, in practice, they sold us a Simultaneous/Replacement Warranty, for which it is charging us over $1,200. We've received no benefit, while Hendrick had no liability. All services contracted by Hendrick are covered by Fiat Chrysler under the included Factory Warranty and not Hendrick, and Hendrick acts in bad faith by duplicating (for a large fee) Factory benefits included FREE with vehicle purchase. Any benefit we'd receive above and beyond the included Fiat Chrysler Warranty would not have begun until we'd exceeded 50,000 miles, and then for up to an add'l 22,000 miles. Final Business Response We have tried to reach out to the client to process their cancellation for the Extended Service Agreement they purchased, but have been unable to reach them. In regards the FIAT Forward Care Maintenance program, the client opted for a $500 rebate in lieu of the FIAT Forward care, which was offered because of the lack of dealer network the first year FIAT came to the US. We have a copy of the document signed by the customer stating they acknowledged that they were receiving a $500 rebate in lieu of the FIAT Forward Car Maintenance program. They then purchased a Hendrick Oil Change package and used all the services, therefore we can't refund a cancellation for unused services.

My complaint is with Hendrick of Fiat. I purchased a brand new Fiat Abarth. After the first week of ownership repairs were required! I have taken my fiat into the service center over 10 times for the exact same issues and none have ever been resolved! employees do not respond or call me back, managers are non-responsive and I have been issued illegal vehicles as loaners! The car is a lemon and Hendrick has done everything in to hinder taking the car back, including blaming drivers for bad design. Desired Settlementthe car needs to be bought back. I was promised this and met at the dealership Feb 22, spent 4 hours selecting another car. had my personal info ran for a credit check again and after 3 days of no one in touch I was told to call Fiat again!!!!Business Response Mrs [redacted] had some service issues with her Fiat. Even though we determined the car was repaired properly and no further issues existed, we purchased the vehicle back from her and traded her into a 2016 [redacted] that she selected. We consider this issue resolved and no further action is necessary.

Incompetent service paired with being billed a large sum for a rental car that was the dealerships responsibility.My car went in for warranty work In August 2015, which should have taken a week but they had my car for almost a month. The company never switched the vehicle to my name from previous owner which resulted in them "losing" my car twice, never having my phone calls returned on what was happening, and when I finally received my car back, the services to be done were not completed. In an attempt to fix the problem I was given six free oil changes but upon the first oil change they failed to replace all parts of my car (wheel caps) which I did not get back for a week. I was also guaranteed a rental car for the time my fiat was in for service which I received a bill for from the rental agency for non payment from the dealership in December 2015. Upon speaking to the Manager, [redacted] I was told that the situation was going to be handled, and upon follow up that it was. On February 12th, 2016, my credit card was officially charged by the rental agency for $831.00 because of nonpayment from the dealership. When I called to discuss the matter, [redacted] nor anyone was available from the accounting department so I am once again being held to the mercy of the dealership of a return phone call and that this matter will actually be handled. With all of the complications that I have previously had with this dealership there is no good faith that this situation will be handled within an appropriate time frame or at all.Desired SettlementI would like a refund from the actual dealership made to my name. Upon contacting Hertz I was informed that if the dealership submits payment to them that they will not release my funds for up to 30 days until the dealership payment clears. Reimbursement directly to me is the quickest and easiest way for this situation to be corrected so that I am not stuck between two seperate companies.Business Response The dealership overnighted payment for the rental car to Hertz last week. We were told by Hertz that the customer would be credited for the payment no later then this Wednesday 2/24/16. Sorry for the miscommunication and trouble this has caused.Consumer Response As of today's date, 02/24/2016, the charges to my credit card have not been reversed as promised. I will wait until tomorrows date, 02/25/2016 to take any action.Final Business Response Hertz is refunding the customers credit card

Haven't received my tags from my purchase in August of 2015I purchased a 2012 Toyota Corolla from Hendrick Fiat of Cary on August 24,2015. I was told by my sales rep [redacted], that my regular tag from the dmv, would be mailed to me. September came around and my tag had expired. I contacted [redacted] who is the manager, including [redacted] as well, and never received a call back. I contacted the dmv and was told to go back to the car lot to confront the problem, because the issue with the title was mixed up. So when I went back they issued me another 30day tag, and was told that the issue would be resolved and I would receive my tags in the mail as soon as possible. Well the second tag expired on November the 24, 2015. I contacted the finance office and left a message, no response back. I contacted the manager [redacted] by both phone and email, still haven't heard from him. So I contacted [redacted] and he said he'll get back to me, and here it is a week later and no response yet. I talked to an attorney and he directed me to the Revdex.com. I just need some help because I'm in danger of getting stopped for driving with expired tags and no permanent registration.Desired SettlementI just want my tags or a specific explanation as to what is going on. I've never experienced anything like this with purchasing a car. Just need my permanent tag.Business Response /[redacted]/Contact Name and Title: [redacted] GMContact Phone: XXX-XXX-XXXXContact Email: [redacted]@hendrickauto.comWe have resolved the titling issue and have delivered the plates to the [redacted] residence. This case has been resolved and can be considered closed. Consumer Response /[redacted]/I have now received my tags, and I'm finally relieved. Thanks so much for the help you providedFinal Consumer Response /[redacted]/

Complaint I received a letter stating that they couldn't honor my extended service agreement because my car hasn't been inspected with a week notice. Jan 1 2014 I purchased a vehicle at the hendrick fiat in cary nc dealership. The salesperson was good & knowledgeable. I purchased the extended service agreement in my contract. I recently received a letter stating "unfortunately we were unable to process your extended service agreement due to the fact that your vehicle needs to be inspected by our service department. 1. My vehicle should had been inspected before allowed to be bought by a customer like me. 2.They gave me less than a week notice before they will have to refund the purchase price. 3. The letter states that if I don't have my vehicle inspected by April 12, 2014 that they will have to refund the price back to the lienholder. On top of the first few issues that I have had with the dealership this issue it just is on my last nerve trying to deal with the dealership. I have called and emailed the staff that sent me the letter with no reply or call back. Every time I try to call any extension at the number provided, no one ever answers the phone which is not very professional at all to not have a human person to take care of the phones. They need to hire someone in every department to sit at the phones at all times. It is plain rediciluous the lack of service that they have provided me. When I purchased the vehicle I had to sign the same contract 3 times because of errors & improvements of the terms. They didn't transfer my previous tags from my vehicle that I traded, they allowed me to drive off the lot with my old tags and think that they were being transferred & then 2 weeks later I received a new temp tag from the dmv...I had to take off 3 hours of work to go down to the DMV to take care of what the dealership should had done. They never called me back to let me know the status of my tags....I had to turn in my old tags & pay almost 100.00 to be able to get a full tag for my car. I paid them fees to do this & they didn't do their job. Desired SettlementI would like the dealership to figure out a way for me to be able to keep the extended service agreement on the dealerships cost & refund me my purchase price of the agreement. I should not be penalized for their mistake. The vehicle should had been inspected before purchase by a customer. Business Response /[redacted]/Hendrick FIAT of Cary has made contact with the client and resolved these issues to their satisfaction. A positive owner experience is the number one priority for Hendrick FIAT of Cary. Following our communications, our client has stated that they will return to our dealership for their future service and maintenance needs.