ComplaintsforFirst Automotive Service Corp.

Auto Warranty Processing

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Initial Complaint
04/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Warranty People wanted the motor tore down to where it went bad. Now they will not pay for the tear down or replacing the motor. They said it is my responsibility to pay the whole bill I Authorize for the motor to be tore down. I did not authorize for the motor to be tore. The Warranty People said if the motor isn't tore down to wear it went bad they will not replace it. Now they won't replace the motor and also says I am responsible for the whole bill, the tear down and the labor for tearing it down and even towing of the car to the garage.
Business response
04/30/2024
Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Initial Complaint
04/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This business practices unscrupulous, unfair and deceptive sales tactics. The dealer sold us a used vehicle warranty and the engine failed in the vehicle after only 500 miles. We purchased not 1 but 2 warranties but were told they would not pay as the engine had a pre- existing condition. They said there were metal shavings in the engine which they could not have helped but to have seen because they changed the oil the day it was sold to us. We contacted the dealership when we had to have it towed and they would not do anything. We contacted them again we were told that it was not being covered and again was told there was nothing they could do. We had the vehicle for less than 6 days. I went and talked to the car dealership where vehicle was towed and they said that there was no signs of this being a preexisting condition. The warranty adjuster said that the timing chain adjusters were fully extended but they are not and were not. We have puctures of them. The mechanic fron the dealership talked to the warranty company and they then changed their story and said that it was because it had been driven less than 500 miles it was preexisting. It was driven 494 miles. We purchased xtended care and lifetime powertrain warranty for 2700.00.
Business response
04/18/2024
Please find attached the response from ******* ********, the administrator for the Vehicle Service Contract. We respectfully request this communication remain between the consumer and not posted publicly. Thank you.
Customer response
04/26/2024

You are correct this has been resolved by the dealer but not by the warranty co. We definitely remain unsatisfied with their resolution.
Initial Complaint
01/27/2024
Complaint Type:
Product Issues
Status:
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.
purchased a used vehicle from a dealership with an extended warranty on 11/29/2022 through ******* at the dealership. They voided my warranty due to repossession. The vehicle payments are in good standing and have been the entire time. They have 2 separate contracts under my name with different contract numbers. One has my signature, the real one, and one does not. One of them stated it was due to non payment. It’s auto withdrawal and they’re the ones that stopped the withdrawal. I did not. My truck has been I. The shop since 12/29/23. I am having to borrow gas’s guzzlers to get to work. I have been on the phone with for a month straight and get transferred from one person to another. They all seem confused. They won’t reinstate my warranty and I feel this is very unjust. Someone with this company hit the wrong button but I’m the one suffering for it. I want my warranty reinstated.
Business response
02/09/2024
Please see attached response. We request this communication with the consumer remain private and not posted publicly.
Initial Complaint
10/31/2023
Complaint Type:
Product Issues
Status:
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.
I bought a 2016 Chevy Cruze in February 2023 and I bought extended warranty with first automotive to assure my car could get large repairs covered while I was paying on the car. My car is at ****** ********* in Redding ca with a bad motor. I took it in a few months ago for an oil leak. It could not be fixed so they said it had to have another motor put in. The motor the warranty company sent was bad. The dealership told them it was bad but they said put it in anyway. Now my car is down again, after leaving me stranded while driving to weed, California. Had to have it towed back to the dealership 70 miles away. It has been an ongoing problem since august and the first automotive is refusing to approve a decent motor for my car. They won’t even approve a rebuilt motor from Chevy that the dealership is recommending. I paid a lot of money for this warranty and I’m not getting my car fixed with reliable stuff because they refuse to pay for it.
Business response
11/10/2023
Please see attached response. First Automotive Service Corp requests this communication with the consumer remain private and not posted publicly.
Customer response
11/13/2023
Complaint: 20805403

I am rejecting this response because:

They sent a bad motor to be put into my car….the dealership even told them it was bad and they made them put it in anyways, and I’ve already had to pay out of pocket to have a part replaced that with the “crappy” motor they sent. And their representative hung up on me when I called about the part that messed up

Regards,

*** ***

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Initial Complaint
10/22/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Thank you, your staff in advance for taking the time to help with resolving this matter. I purchased this vehicle on 11/3/2022 at *** of which advertised First Automotive Warranty to me stating if anything happen they would replace or repair the vehicle. That has not happen the warranty company is using a old tear down ideal that No shop to date for the most part use. Because they have computers now to put your, my vehicle on a computer and it will tell the mechanic what is wrong with any one vehicle. So, ******* Automotive did the tear-down after explaining while First Automotive took pictures to show his work. But, have not as of the email released the pictures just stated to me the shop didn't understand tear-down and give a email that do not work. So, I paid the shop and asked Chevrolet the maker of the vehicle to estimate cost and what is a tear-down. The maker of the vehicle understand tear-down. But, I was told again by a manager name **** the maker did not understand tear-down and I would have to pay a $1004.00 cost for something First Automotive states the maker of the vehicle didn't understand only to be told I guess, the engine is not a covered-part when the enclosed contract states it is. I have done my part called First Automotive, paid over $100 for a deducible and tear-down vehicle did not need to find out what was wrong with the vehicle and what caused it's engine light to come on. Have asked for pictures so, please ask again for pictures. I'm elderly and I have doctors appointments I have to attend therefore, I need my vehicle since I'm still making monthly payments. I greatly appreciate any help you, your office can give in resolving this matter. I see so many other people who has this or similar problems with this company not that there is not others. But, I have never had this problem and have other warranty companies normally the shops(*****) can get the cost of covered items that it talks about in contract . This company should not be advertised to anyone else in the country..... Again Thank you, ***
Business response
11/09/2023
Please see attached response. We request this communication with the consumer remain private and not posted publicly.
Customer response
11/15/2023
Complaint: ********

I am rejecting this response because:

Regards,

Mrs. *** ******

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered] My reason is I and ******* **** have already done the required things asked of use in the section B and more of the warranty/contract. I have tried to bold and write in blue how things in the letter seem to me. Example: We were asked to agree to a disassemble of my hold engine to the point of failure OR is written in contract (diagnostic) where a computer tell mechanic with computer codes. What the failure to the vehicle is (******* did them both) because that is how they make their money. I have enclosed the codes most licensed people use to date. FASC show do nothing less than pay ******* for the Repair to work on my vehicle or pay off my vehicle which is about $10,888.00
Business response
11/27/2023
Please see attached response. We request this communication with the consumer remain private and not posted publicly.
Customer response
11/30/2023
Complaint: ********

I am rejecting this response because:

Regards,

Mrs. *** ******

[My reason is I need my vehicle replaced OR repaired at no more cost to me. I have already paid ******* for a Diagnostic Code that FASC have asked for and I believe since ******* did all the diagnostic work. Which I have enclosed ******* didn't wait for about two weeks and only remove the oil cap when FASC inspector came out on Aug 22 according to FASC letters.] I have therefore enclosed ******* diagnostic codes which will tell any licensed shop what the point of failure is with my vehicle. FASC do what is right replace or repair the vehicle allow the inspector to read the enclosed codes.
Business response
12/11/2023
Please see attached response. We request this communication with the consumer remain private and not posted publicly.
Customer response
12/15/2023
Complaint: ********

I am rejecting this response because: Why is First Automotive refusing still to pay for repair OR replace my vehicle? After
writing in all 3 letters themselves (Admitting) to the BBB that I paid for both diagnostic and teardown.
What is to keep First Automotive Corp from saying Chevrolet has not giving codes of Diagnostic, estimate of teardown and a very high cost of my vehicle.
I have already paid as all the letters stated First Automotive Corp should have to pay for any more estimate, diagnostic and teardowns.

Regards,

Mrs. *** ******

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
My reason is above also: First Automotive Corp would have BBB and I to believe they(Mr. ****) is Now willing to work with **** ***** ********* who's manager she could not get FAC to believe she understood teardown. And whom we all know All Chevrolet Cost much, much more money than *******. Since in all the letters First Automotive states they are willing to pay only a reasonable cost.
Again How much is Chevrolet reasonable cost now after 3 letters? The codes will tell any obligor what is wrong with the vehicle. The Warranty/Contract states teardown OR diagnostic not the word AND
And we all know I do not have extra money to keep getting license facilities to say and send the same CODES to a bad engine,
This is Not good business and First Automotive know it Replace OR repair the engine in the vehicle
Initial Complaint
10/11/2023
Complaint Type:
Product Issues
Status:
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.
My wife and I purchased a 2010 GMC Terrain from ***** **** in Charlotte, Michigan back in November 2022 and had it financed through ****** **********. Part of the financing required the purchase of an extended service plan from First Automotive Service Corp. Within a month of owning the vehicle, we started experiencing engine problems and took it in to ***** **** to have the issue diagnosed. ***** **** determined that the engine had been blown and that the rod were running at 70%. As a result the vehicle needed the motor replaced. We contacted First Automotive Service Corp and they were made aware of the issue by the dealership and that ***** **** need to do a full teardown to determine the cause. After 3 weeks of waiting, the cause was found and ***** **** wanted to order a new remanufactured motor for the vehicle. First Automotive Service Corporation decided that they would rather put a used motor that had 124,000 miles on it into the vehicle against the wishes of ***** **** and even sent the wrong motor. The used motors for this model of GMC Terrain were known to be faulty and the issues were corrected in the new remanufactured motors. Two weeks later in January 2023 we received the vehicle back with the motor replaced as it took that long because First Automotive Service Corp send a motor that had an incompatible setup with our vehicle. In August 2023 we noticed the replacement motor was having the same exact issues as the original motor so we believe this motor is blown as well. We have been instructed by First Automotive Service Corp to take the vehicle in to have it diagnosed as a warning light has lit up on the dashboard and the engine has almost stalled on my wife and I 3 times. We ask that the BBB step in and request that First Automotive Service Corp replace existing motor in our vehicle be replaced with a new remanufactured one so we do not experience any more engine troubles.
Business response
10/23/2023
Please find the attached response. FASC request that communications with the consumer remain private and not posted publicly.
Initial Complaint
09/20/2023
Complaint Type:
Service or Repair Issues
Status:
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.
[BBB transcription, see attachments] Everytime we take the car into the dealer for repair they charge us $137.00 for a diagnostic test then tell us that the warranty doesn't cover that part. This has happen twice now this time there dealer is charging us $1500.00 for the diagnostic test. They said maybe the warranty would cover it but if not I would have to pay it. I make $1200.00 a month. I'm retired and on a fixed income I can't take the chance of them not covering it. So we been without our car for two month. I'm 76 years old my wife is 62 and we been walking back and forth to our doctors appointment. On August 18th my wife had colon surgery and at 400 AM were walking to the hospital to get there by 6:00AM
Business response
10/03/2023
Please find attached the First Automotive Corp response to the complaint. We request our communications with the consumer remain private and not posted publicly.
Initial Complaint
09/06/2023
Complaint Type:
Product Issues
Status:
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.
They did not refund the correct amount of my GAP insurance money after I paid off my vehicle like 3-1/2 or close to 4 years early. And can't get anywhere with the bank (**** bank) I just want the correct amount of GAP insurance refund back,they issued a check for $85.00 for like 4 years of GAP insurance. There is no way that is correct!
Business response
09/12/2023
We request our response not be publicly posted.
Initial Complaint
07/13/2023
Complaint Type:
Order Issues
Status:
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.
I tried to contact First Automotive to see what my contract covers but I can’t seem to find any information and when I sent and email, I get no response. I am looking to see if I can cancel it somehow or see if my current coverage is worth it. I signed up through a dealership two years ago and they told me to contact First Automotive
Customer response
07/18/2023
Complaint: ********

I am rejecting this response because:

I still have not been given a response to my personal email even after filling out the form on two separate occasions. The first time was 2 weeks ago, and the second was last week.

Regards,

***** *******

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Initial Complaint
07/07/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband and I purchased a vehicle from an individual that held a service contract from First Automotive. The contract number is **** *********. The vehicle transfer date is 4/20/2023. According to the service contract "how this contract maybe transferred" section, the transfer of warranty request "must be submitted within fifteen (15) days of the change in Vehicle ownership. We mailed the transfer request paperwork with $50 transfer fee to ******* ******** *********** on 5/11/2023 but never received a response. Fast forward to today 7/7/2023, we called ******* ******** to inquire about the transfer and was told the request was denied and nothing could be done. The transfer instruction in the contract is vague which led us to believe that 15 days of change in vehicle ownership means 15 BUSINESS days. Despite providing the address of the new owners, the contract transfer denial letter was sent to original contract holder leading to a delay in communication. And it's unimaginable the reason why the transfer instruction was hidden in the middle of 12 pages of the service contract. All the above just seems like a scam that is a gross disregard of consumer protection laws. I would like to get this contract transferred to us as the new owners of the vehicle to not void it's original value of $3,035.
Customer response
07/19/2023
Better Business Bureau®:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am reaching out to the representative of ******* ******** ************ ****** ******* separately to follow up on the specifics regarding this complaint.

Regards,

******* ***

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