Complaints

This profile includes complaints for First City Cars and Trucks's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  First City Cars and Trucks

  16 Milton Road Rochester, NH 03868-8805

• 

  First City Cars and Trucks

  4 Flagg Rd Rochester, NH 03839

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car on 2/22/2024. Within a week the car repeatedly overheated. I kept having to pull over on the side of the road. The dealership had to send a tow truck to my home on 3/8/2024. On 3/11/2024 I was told they had sent the car to a bmw specialist. The dealership was told it would cost $3900 to fix. On 3/15/2024 I called for an update. First I was told they were sourcing parts. Later was told they wanted to send somewhere else for a second opinion. U called again on 3/20/2024 and was again told they had to send to another specialist. Any time I ask for an update there is none. They still have possession of the car with no resolution.

  Business Response

  Date: 03/22/2024

  First City does agree with the events that occurred with ********* ******** BMW x1. Some important details should be explained though.
  
  After First City was made aware of the “no heat” issue, First City scheduled an appointment with ******* ***** **** auto repair shop in Rochester. At that time the “heat” was working. The customer picked up their BMW and complained again, shortly after about the “no heat”. The customer was strongly advised to not drive the vehicle until First City could have it checked again.
  
  They continued to drive the vehicle anyway. First City had to the car towed back to ****** ***** *****  They re-looked at the SUV they gave an estimate of $3,300 to repair the BMW. That estimate seemed extremely high to First City. First City then had the BMW taken to a trusted shop, ***** ********** in Somersworth, who inspected the BMW and advised that the BMW should go to a BMW specialist to be properly diagnosed / repaired. First City then paid to have the vehicle towed to ******* ********** in North Hampton. They were highly recommended by several of our local shops. The vehicle got to their shop on March 20th and on March 22nd ******* ********** had diagnosed the problem, ordered the parts needed for that repair and plan on having the vehicle working properly at some point the following week. Also, the repair is being completed for less than 1/3 of the original estimate from the first shop, ****** ***** *****
  
  If Mr. & Mrs. Barros had spoked to the First City staff in a civil manner without the use of curse words and shouting each and every phone call perhaps they would have understood that First City was trying to get their vehicle repaired asap and at a reasonable price.
  
  Also, First City would have provided a loaner vehicle or paid for a rental car under these circumstances normally, but based on the customer's attitudes and actions, First City did not offer this option. First City does not have in writing or implied that First City will provide a loaner or rental under any circumstances. First City may provide a rental or loaner vehicle at their discretion.
  
  It is First City’s obligation to repair any vehicle it sells if that vehicle fails to perform properly under the limited warranty associated with that vehicle. First City will do those repairs as quickly as possible.  

  Customer Answer

  Date: 03/27/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 03/27/2024

  BELOW I HAVE COPIED FIRST CITY'S RESPONSE AND WILL FRESPOND TO EACH PART AS THERE ARE MANY LIES IN SAID RESPONSE. MY RESPONSES CAN BE FOUND IN ALL CAPS. I WANT TO START BY SAYING MY CAR WAS TOWED BACK TO FIRST CITY ON 3/8 FOR REPAIR. AS OF TODAY 3/27 I STILL DO NOT HAVE MY CAR OR A DATE TO PICK UP. First City does agree with the events that occurred with ********* ******** BMW x1. Some important details should be explained though.

  
  After First City was made aware of the “no heat” issue, First City scheduled an appointment with ******* ***** **** auto repair shop in Rochester. At that time the “heat” was working. The customer picked up their BMW and complained again, shortly after about the “no heat”. The customer was strongly advised to not drive the vehicle until First City could have it checked again.

  THE CAR I PURCHASED NEVER WENT IN FOR A HEAT REPAIR. MY INITIAL COMPLAINT WAS THE DAY AFTER I BOUGHT THE CAR. I EMAILED FIRST CITY REGARDING HEADLIGHT MALFUNCTION AND NEVER RECIEVED A RESPONSE (ATTACHED IMAGE). A FEW DAYS LATER I DID CALL REGARDING THE HEAT NOT WORKING. THEY SAID THEY WOULD SET UP AN APPOINTMENT. THE CAR DID NOT GO IN FOR REPAIR, THIS NEVER HAPPENED. AS OF 3/8 (THE DAY THEY HAD TO TOW THER CAR IN TO THEIR SHOP) THE HEAT NEVER WORKED. WE NEBVER DISCUSSED "CHECKING AGAIN" AS IT WAS NEVER CHECKED TO BEGIN WITH. THE ONLY THING DISCUSSED WAS THE FACT THAT THE CAR BEGAN OVERHEATING. I WAS NEVER TOLD NOT TO DRIVE THE CAR DUE TO NO HEAT MOST LIKELY BECAUSE IT WAS NOT TRUE AND A CAR WITH NO HEAT WOULD NOT REQUIRE ONE TO STOP OPERATING.

  They continued to drive the vehicle anyway. First City had to the car towed back to ****** ***** *****  They re-looked at the SUV they gave an estimate of $3,300 to repair the BMW. That estimate seemed extremely high to First City. First City then had the BMW taken to a trusted shop, ***** ********** in Somersworth, who inspected the BMW and advised that the BMW should go to a BMW specialist to be properly diagnosed / repaired. First City then paid to have the vehicle towed to ******* *********e in North Hampton. They were highly recommended by several of our local shops. The vehicle got to their shop on March 20th and on March 22nd ******* *********e had diagnosed the problem, ordered the parts needed for that repair and plan on having the vehicle working properly at some point the following week. Also, the repair is being completed for less than 1/3 of the original estimate from the first shop, ****** ***** *****

  I CONTINUED DRIVING MY CAR BECAUSE I WAS NEVER TOLD NOT TO. A KEY PART IS MISSING HERE. A CAR WITH NO HEAT WOYULD NOT REQUIRE A TOW. THE REASON FIRST CITY HAD TO COME GET MY CAR AT MY HOUSE WITH A TOW TRUCK ON 3/8 WAS BECAUSE THE CAR BEGAN OVERHEATING ON MY WAY HOME FROM WORK SO BAD THAT IT WOULD NOT OPEERATE. I HAD TO REPOEATEDLY PULL OVER AND LET THE CAR COOL DOWN UNTIL I GOT HOME WHICH WAS WHY THEY TOWED IT. THEY HAD THE CAR SENT TO ******* WHICH IS THEIR TRUSTED SHOP (I ATTACHED IMAGES FROM PREVIOUS WORK FIRST CITY HAD DONE ON MY VEHICLE USING *******). ******* INFORMED ME THAT THE CAR WOULD REQUIRE OVER $3000 IN REPAIRS. THEY SAID THEY HAD ALL THE PARTS AND WERE READY TO GO BUT FIRST CITY WOULDN'T GIVE THEM THE GO AHEAD. WHEN I CALLED FIRST CITY ON 3/15 (A WEEK AFTER THEY TOOK MY CAR IN) I WAS TOLD THEY WERE SOURCING PARTS, NO MENTION OF SENDING TO ANOTHER SHOP. THE RESPONSE I GOT WAY " DID YOU KNOW YOUR HJUSBAND YELLED AT MY STAFF? DO YOU THJINK THAT'S HELPFUL" I HUNG UP AS WE WERE GETTING NOWHERE. MY HUSBAND CALLED BACK AND THE STORY CHANGED. THEY WERE NOT SOURCING PARTS, THEY WERE LOOKING FOR ANOTHER QUITE BECAUSE THEY DIDN'T WANT TO PAY WHAT ******* QUOTED.

  
  If Mr. & Mrs. ****** had spoked to the First City staff in a civil manner without the use of curse words and shouting each and every phone call perhaps they would have understood that First City was trying to get their vehicle repaired asap and at a reasonable price.

  THE ONLY CURSE WORD USED WAS WHEN I REFERRED TO THE CAR I WAS SOLD AS A *** BECAUSE IT WAS. BUT IF FIRST CITY HAD SOLD ME A DEPENDABLE CAR I WOULDNT HAVE CALLED THEM AT ALL. ANYTIME I DID CALL THE STORY WAS DIFFERENT.
  
  Also, First City would have provided a loaner vehicle or paid for a rental car under these circumstances normally, but based on the customer's attitudes and actions, First City did not offer this option. First City does not have in writing or implied that First City will provide a loaner or rental under any circumstances. First City may provide a rental or loaner vehicle at their discretion.

  THIS IUS ALSO A LIE. MY HUSBAND ASKED ABOUT A LOANER AND WAS TOLD THAT WE SIGNED A CONTRACT STATING FIRST CITY IS NOT RESPONSIBLE FIR LOANERS/RENTALS. ALSO, I HAVE NEVER HEARD OF A BUSINESS WHOSE PROCEDURES RELY ON CONSUMERS ATTITUDES, ESPECIALLY AFTER THE ESTABLISHMENT SOLD THEM A DEFECTIVE VEHICLE. HOWEVER, THEY DID NOT OFFER A RENTAL SO I AM UNSURE HOW THIS IS RELEVANT OTHER THAN TO FURTHER PROVE THAT FIRST CITY REFUSED TO CORRECT THE ISSUE.
  
  It is First City’s obligation to repair any vehicle it sells if that vehicle fails to perform properly under the limited warranty associated with that vehicle. First City will do those repairs as quickly as possible.  

   

   

  Business Response

  Date: 03/29/2024

  It seems that part of the issue that has occurred is because Firs City has been speaking to ********* ****** husband, ****** ******, not ********* herself.
  
  Regardless, as stated before, First City has the BMW X1 at ****** ********** ** ** ********* *******, North Hampton, NH 03862. ************ **** *** **** 
  This business is in no way associated with First City. It is an independently owned facility.
  
  On March 27th, we spoke with ****** ****** (*********’s husband) and gave him an update on the progress of the repair. We explained that the part to repair the vehicle has been ordered and the shop hoped to have the job completed by Friday, March 29th. Upon completion of this work, First City will have the ****** BMW x1 towed back to their home in order to not inconvenience Mrs. ****** any longer.

  Customer Answer

  Date: 04/06/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because after having my car for 26 days the initial complaint of a headlight malfunction was never fixed. Unfortunately, my experience with First City has proved them to be deceitful, unprofessional, incompetent and lacked any sense of concern, responsibility or compassion towards their customers even when their product and service fell far from short. Due to this experience with them I do not trust my vehicle in their hands and have chosen not to reach out to them to have this repaired. I will pay to have it repaired myself.    

  I would also like to mention that after the last time I called for an update on my vehicle, I immediately received an accidental call from First City. I could hear Rob updating another employee. He was laughing and joking about how nice I was on the phone and mentioned he did not want me to think he was just holding my car as well as laughing about another customer who gave them a bad review because they couldn't approve him. I can't imagine finding humor in your own customer complaints, but  costumer satisfaction is clearly a big joke to these folks. 
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:03/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2023 I purchased a 2012 ****** Impreza from First City in ************ on ****** road for the overall price of about $12-13k. They guarantee a 1000 mile, 30 day warranty I believe, and after only a week and 250 miles or so, I brought the car back with complaints of noises that I specified sounded like a wheel bearing or transmission failure. The shooed me away telling me it was road noise, the shop thats on their payroll did the same thing (3 Ponds Automotive also on ****** road). I believed them, went out of warranty window then the transmission failed. They sent me to a repair shop that took over 6 months to repair, this included receiving the car for a week at one point, thinking it was fixed and then it lost drive on the highway and nearly cause an accident with a large truck. The repair shop replaced trans again. I got the car back two weeks ago and now another shop has it for two failed wheel bearings, which also could have cause a very serious accident. The warranty service they offer (Alpha) does not cover this repair as it turns out. Then comes the rumors Ive heard from sales folks from different dealers when considering trading in the car, turns out there is a horrid reputation for purchasing out of state vehicles that should not be deemed safe in **, paying smaller shops to pass their state required inspection and selling them and pressuring the customers (like me actually!) to only get an inspection at one of their shops to guarantee a passing sticker, even when not deserving, this vehicle should never have been sold in this condition. Its more than evident that I couldve lost my life driving this, and that this business has some absolutely disgusting business practices slowly becoming infamous across the county and even southern region of **. Something needs to be done. I wasnt sold a lemon, I was sold a metaphorical hand grenade disguised as a lemon, with no pin..

  Business Response

  Date: 03/18/2024

  First City conducts all ******** inspections and service work with a multitude of third party independent service facilities in the local area, none of which are on First City's payroll. First City has no ability to dictate what does and does not pass ******** inspection. First City also does not dictate that customers are not allowed to bring vehicles to a service facility of their choosing for evaluation prior to purchase. This combined with staff being salary based instead of commission based allows First City to provide a no pressure environment for customers.Customer purchased vehicle in June of 2023. In July of 2023 customer reached out to ******************** City to advise of a noise they believed the vehicle was making. After driving over 780 miles in a two week period, customer scheduled appointment with service facility who conducted the inspection, and it was determined by service facility that there was no malfunction with vehicle at that time. Customer drove vehicle well over 5700 miles since purchase (over 4900 miles since service appointment in July). Customer called ******************** City to state they believed they were having transmission issues. Customer purchased an extended warranty and was advised to bring vehicle to an independently owned service facility that utilized the extended warranty that the customer purchased. Claim was started on 9/5/2023,and was closed and completed on 9/19/2023. Repair that was completed came with a 12 month warranty from service facility which included parts and labor. On 10/16/2023 customer called warranty company to report that repair failed and inquired what to do. **************** reminded customer about 12 month warranty on the repair completed,then warranty company advised him to return vehicle to service facility to utilize the 12 month warranty repair. Notes from warranty company state that customer understood and would refer vehicle to repair facility who conducted repair. The extended warranty company does have a vast number of repairs that are included in their contract, which does not include parts that are considered normal wear and tear items, such as wheel bearings. Every customer is informed of this information prior to a warranty purchase and is also shown a brochure of covered items prior to purchase in order to make an informed decision on warranty purchase option. Supporting documents are available for Better Business Bureau review upon request.  

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21432889
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Negotiated purchase of a vehicle based on their add and the vehicle options - vehicle showed as having a rear entertainment system. After taking possession of vehicle discovered that it did not have that feature. Their response was oops website error. From reviews looks like they have alot of oops happen. Wonder how many others on the lot have an oops. Also, after purchase received nice thank you email from president stating if any issues to email him directly. We did about this issue and the response was nothing - 3 emails ignored. When my concerns were not addressed I requested the name of their contact person for legal matters. Still waiting on a response (months now). I guess their idea of good customer service is to just ignore issues. Vehicle also said it had a backup camera - did not work. They did address this issue - but we had to make 18 trips with our vehicles and 3 appointments (twice because they got the wrong part) before they finally took the vehicle and gave me a rental so they could get it fixed.