The Car Guys

We are happy to remedy any issues as long as it agrees with the membership agreement. Agreements keep everyone on the same page on how to operate and we intend to follow this as our guideline for this case as well. Please know we currently outsource our billing to a financial company...

so we can simply focus on servicing the members at the club. It sounds like this members needs to complete the cancelation process as agreed and explained by [redacted] Financial services. The state of WV prefers we do rear month billing for services so that is what we are doing. This practice guarantees the members gets service and then pays for service after service was provided. I believe we provided good services that is alignment with the contract we all agreed to. Cancelation Policy should be maintained and process should be followed in this case.

[redacted] is a dealer whom purchased above referenced vehicle at [redacted] Fredericksburg Auto Auction, a Dealer Only Auction. The vehicle was sold AS-IS ! The  complaintant is a new dealer and arbitrated this vehicle through the Auction Process thinking he could get some money back or something...

that would more benefit him. The vehicle is 32 years old , an antique, and is not arbitraitable under the guidelines. This is not a consumer issue but a dealer issue. This is a lack of education issue for this dealer and I would highly recommend this dealer read the auction guidelines or learn another industry.

Great place all around. Lee really cared about getting me the best deal and a great vehicle. Would never go anywhere else for now on! Don't forget to ask for LEE he is AMAZING!!!!

Good afternoon,
I have bought three cars through the The Car Guys from the period of January 2008 to September 2013. The vehicles ranged from a 2005 [redacted], to a 2006 [redacted], to a 2013 [redacted]. In each instance, I felt that the company gave me prompt, courteous, and attentive service.
For the last vehicle purchase, they did not originally have what I was looking in their inventory. Two weeks later I received a call stating they had since purchased new inventory and sent me a link to their new items. One of which was exactly what I was looking for - an efficient, small sport utility vehicle with low miles! Never had I worked with a dealer before, who actually went out and purchased vehicles that met my budget and criteria! It was like having my own personal shopper, but on a much larger level.
I would definitely recommend The Car Guys to anyone who is in need of a new, or used vehicle! In terms of car dealerships, this is one of the better ones!

Mr. Pollock,I informed the Car Guys as soon as I knew what I was dealing with.  I knew that any complaint regarding the truck in the four (4) weeks it was in my possession would have more credibility if they were analyzed by a mechanic(s).  The 9/30/14 letter did that.  They had the opportunity then to (in their own words) “have done their best to resolve the situation to the customer’s satisfaction”.  Unfortunately, rather than present a workable solution they chose to place blame on the driver and deny any wrong doing.  Their resistance only resulted in more cost of repairs.  However, if they are sincere about resolving the situation to the customer’s satisfaction, then why not now?  To “target” the mechanic shops doing the repairs is unprofessional and lacks credibility.  It is not conceivable that two independent mechanic shops, a [redacted] Dealership and a privately owned business, are to blame and the Car Guys are completely blameless. The work performed was thoroughly discussed before repairs were done and work was well documented unlike that of the Car Guys.  The truck was delivered to me with the safety hazard, these shops merely found the problem and did the repair.  None of the repairs done had to be redone.  The Car Guys had two opportunities to fix the problems but, they persisted.  It rings hollow, when the Car Guys “express pride in their business and workmanship, inspect and repair vehicles before they are available for sale and if something is discovered after the sale, they do their best to make it right with our customer”.  This is not true in my case, their words are not supported by their actions.  However, if they are truly sincere that they take pride in their business and workmanship and they do their best to make it right with the customer it is conceivable that they would be open to compromise, so I’d like to propose that they reimburse me $7500 and we call it even.Thank you.[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
The Car Guys help us with this Warranty problem and we are very satisfied with the outcome.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they persist on deflecting from the seriousness of this issue - the excessive and costly repairs from day one and their reluctance to accept any responsibility and refusal to be open to working out a solution.  This has caused a tremendous hardship on me and my family and it is imperative that I stop the bleeding.  I have depleted my savings, maxed out my charge cards, and I am finding it difficult to pay my bills.  If there is no resolution through efforts made by the Revdex.com, I am left with no choice but to file immediately with the Attorney General's office.  See attached response that rebuts the letter received from Car Guys on 1/14/2015.
Regards,
[redacted]

My wife always wanted a red convertible most of her adult life. Two weeks ago I noticed a car listed on the car guys lot a beautiful red [redacted] 9-3 convertible. Talking to [redacted] was a total pleasure. He knew my budget and although he sold me the car below his expected selling price ,[redacted] sold me the car at a lower offer to help make my wife's dream come true. .Its so unfortunate that there are not more dealers like [redacted] who put customers dreams and needs above bottom line selling. Thank you so much Car Guys. [redacted]

Revdex.com:
I have reviewed the 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.
As I stated, I never had possession of the truck. I did sign paperwork with [redacted] stating that the truck would be insured and I was going to when I got the truck home. I had thirty days to take a policy out on the truck and it was stolen somewhere around day thirty-three. I was told that the truck would be made right or I would receive a refund. Per their statement to the [redacted] they had the computer for the truck for almost two weeks and never made the attempt to have the computer installed before the truck was stolen. Whether the truck was locked or not, they are liable because they were dragging their feet on repairing the truck. Per their statement to the [redacted] the truck wasn't repaired as they stated it would be. Nothing less than a full refund is acceptable. Let the dealer take back the title to the truck and take the matter up with their insurance company.
Regards,
[redacted]

These guys are excellent at what they do!! I had an older Mercedes that needed a motor. They installed it and got it back to me in working order very quickly. Not to mention the price was very fair as well! I'm telling everyone to go there for any of their car needs!!

[redacted] Mr. Customer,I am sorry for the misunderstanding about the warranties we offer through [redacted] Warranty, Inc. We did our best...

in cooperating with you and the warranty company to help you get the warranty cancelled but ultimately it is up to [redacted] Warranty, Inc whether or not they will cancel your warranty for you. This is the first time we have had anybody ask to cancel their warranty with [redacted] because they sell a great product that they stand behind unlike many other companies similar to them. Since it is ultimately their decision, we cannot cancel the warranty for you but you are welcome to transfer the warranty to the new owner of the truck. That being said, we are willing to split the loss with you and give you a partial refund of $950.00 for having misunderstood the terms of cancellation for a [redacted] resident ourselves. I apologize for the misunderstanding and hope this proposed resolution will help.Regards,[redacted]

As we strive to deliver the best in customer service to all of our clients, we deeply regret to hear you have had an unpleasant experience with our company. Unfortunately, at the time you were dealing with us there were several a system error that prevented us from giving you the most accurate...

pricing on your vehicle. The issue was certain rebates were showing up as eligible to be combined with others that that in fact were not. We would love to make things right, we saw that you are requesting the removal of the credit inquiry from your account. It is our understanding that you ended up going with the same brand vehicle from a different dealer. Is there more than one inquiry on your account from Nissan or a different dealership? Let us know how we can help.

We are sorry that [redacted] is having any problems. However [redacted] signed papers with [redacted] and with us stating he had insurance and due to circumstances beyond our control we are neither liable nor are negligent. Under advise of counsel we are further advised not to make any further comments...

regarding this transaction.

Doug and the boys were very accommodating and helped put my husband in the truck he wanted. He were friendly, knowledgeable and willing to work with us! I would totally recommend visiting their website and shop to find a car to suit you!

My wife always wanted a red convertible most of her adult life. Two weeks ago I noticed a car listed on the car guys lot a beautiful red [redacted] 9-3 convertible. Talking to [redacted] was a total pleasure. He knew my budget and although he sold me the car below his expected selling price ,[redacted] sold me the car at a lower offer to help make my wife's dream come true. .Its so unfortunate that there are not more dealers like [redacted] who put customers dreams and needs above bottom line selling. Thank you so much Car Guys. [redacted]

Very nice people at the dealership! Car better than described and I would recommend this place to my friends and family!

Review: I flew to [redacted] to purchase a [redacted] truck on Saturday, Feb 1st 2014. I test drove the truck and everything appeared fine. After we completed the paperwork I started the drive back to[redacted]. I drove about one mile and a check engine light came on and the truck went into a reduced power mode. I immediately turned around and went back to the dealership. They put a hand held computer on the truck and cleared the trouble codes. The [redacted] ( [redacted] ) and I drove the truck and again the issues reoccurred. The local [redacted] dealer was closed so [redacted] offered to put me in a hotel room and pay for my meals over the weekend. On Monday, a local [redacted] dealer inspected the truck and told [redacted] the problems and the steps needed to correct them. [redacted] and I discussed our options and he wrote out an agreement that he would have the diesel particulate filter and the exhaust gas recirculation removed. He would then have an aftermarket computer programmer installed. We both signed this agreement. He gave me a loner car to drive back to[redacted]. When the truck had the repairs completed, we were going to meet around [redacted] and swap vehicles. Before I left I told [redacted] that if the truck couldn't be repaired that I would expect a refund. He thanked me for my patience and said " I will make this right." After two weeks, I was told the dpf and egr had been deleted. We were going to meet that Saturday. [redacted] called me early Saturday morning and cancelled the meet due to the truck still having issues. [redacted] informed me that he had just ordered the computer. I was under the impression that the computer had been installed but it hadn't been. After the third week, I told [redacted] that I was really needing the truck and he told me the computer should arrive soon. On Tuesday, Feb 25 [redacted] apologized for not contacting me back and told me that he had been having phone trouble. He was expecting to have the truck ready that night or the next day. I sent a text on Friday wanting to know if we would be meeting Saturday. I got no reply. I finally reached [redacted] Friday Evening and he told me that he didn't know if the truck was ready. We were supposed to talk Saturday morning, I did mention that this had been long enough. I was ready to look elsewhere but did not say that to [redacted]. I had no contact until Monday March 3rd. The assistant manager of the dealership ( [redacted] ) called to inform me that the truck had been stolen. I have the [redacted] Sheriff's Dept Police Report. I bought the truck through [redacted], so I called them to inform them of the situation. I have spoken to three different customer representatives. They all say the same thing, there is nothing [redacted] can do but they don't understand why The Car Guys cashed the check before I received the truck. [redacted]'s only advice to me is to call my insurance company. The problem is, that since I never received the truck I never took insurance out on the truck. I sent a text message to [redacted] on Sunday, June 15th and I asked him that since the truck had never been repaired the way we had agreed, if he would uphold our agreement and refund my money. I have never heard back from [redacted] or[redacted].Desired Settlement: I would like the agreement that we had to be upheld. Normally, don't you have three days to return a purchase. I never had the truck to decide if I wanted to keep it.

Business

Response:

We are sorry that [redacted] is having any problems. However [redacted] signed papers with [redacted] and with us stating he had insurance and due to circumstances beyond our control we are neither liable nor are negligent. Under advise of counsel we are further advised not to make any further comments regarding this transaction.

Consumer

Response:

I have reviewed the 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.

As I stated, I never had possession of the truck. I did sign paperwork with [redacted] stating that the truck would be insured and I was going to when I got the truck home. I had thirty days to take a policy out on the truck and it was stolen somewhere around day thirty-three. I was told that the truck would be made right or I would receive a refund. Per their statement to the [redacted] they had the computer for the truck for almost two weeks and never made the attempt to have the computer installed before the truck was stolen. Whether the truck was locked or not, they are liable because they were dragging their feet on repairing the truck. Per their statement to the [redacted] the truck wasn't repaired as they stated it would be. Nothing less than a full refund is acceptable. Let the dealer take back the title to the truck and take the matter up with their insurance company.

Regards,

I appreciate being able to go to a car dealer who is not only honest but family-oriented with great integrity and this is why I've been a loyal customer for over 15 years with The Car Guys. My last car I bought from them I am still driving 9+ years later but going on its last year or two so will be contacting them again for a new used vehicle. Trustworthiness in buying a used car is worth everything-your job-your confidence on the road, and the honesty of the family dealership itself would bring me back when I buy my next 10-year vehicle from them! I have bought over 5 cars from this company, and I hope they do great in their new location! Thanks so much for being a "real" honest wholesale car dealer! You'll see me again!

Very rude customer service over phone. Didn't even try to be helpful.

Good afternoon,
I have bought three cars through the The Car Guys from the period of January 2008 to September 2013. The vehicles ranged from a 2005 [redacted], to a 2006 [redacted], to a 2013 [redacted]. In each instance, I felt that the company gave me prompt, courteous, and attentive service.
For the last vehicle purchase, they did not originally have what I was looking in their inventory. Two weeks later I received a call stating they had since purchased new inventory and sent me a link to their new items. One of which was exactly what I was looking for - an efficient, small sport utility vehicle with low miles! Never had I worked with a dealer before, who actually went out and purchased vehicles that met my budget and criteria! It was like having my own personal shopper, but on a much larger level.
I would definitely recommend The Car Guys to anyone who is in need of a new, or used vehicle! In terms of car dealerships, this is one of the better ones!