ComplaintsforFirst Automotive Service Corp.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have an extended warranty with the company. They made me take my truck to selling dealer to get serviced but it’s been a month now and they haven’t come out to do the inspection and approve repairs. That 2 shops have said need to be done

• Initial Complaint

  06/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Got a protection warranty thwy refuse to call the mechanic at the ford dealership tp get requierd information. Ford has never delt with thwm before and are not onnthiwr list of approved providers but they state it can be takennto any certified mechanic. Im requesting thwy call the service cwnter ive choosen to even see if the repqir for the axel is covered. So i can fogure out what we need to do next because we just got this car and we are alreqdy fighting qith the used car dwqler over othwr iasues they said they would fix but hqve not. Qnd if we canclemit the6 wont guve us thw moneny back but will send ot to the deqler qnd they wqy things are going roght now of we did thqt the deqler wpuld probably never give us the monwy backnto get thebossues fixed with thw ar qnd qpuld want to put itbtoward the car to kwep that money whe its enough to fix the issues with the car amd get it road legal if we cancle it

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty for my 2017 automobile. I read through contract and did what I was supposed to do to get a reimbursement. First I was disconnected twice. Then I got a rep, and was told to go ahead and get my tire replaced. The tire repair guy tried calling and was put on hold for over 13 minutes and he hung up because tell me he wasn't going to wait any longer that he needed to get back to work. Now I'm trying to cancel and the same thing happened, I was disconnected once and then put on a hold for more than 20 minutes at which point I hung up and I'm going to just put it in writing and eat the $120 that they were supposed to reimburse me for my tire okay it's not worth it to waste any more time

• Initial Complaint

  04/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On, about May 15, 2020, upon making a purchase of my current vehicle, I was required to have a co-signer. When I chose my sister, they placed the loan and vehicle in my sisters name, however, also informed both of us that I would be listed on the contract as co-owner, but that did not occur. They also sold us a tire repair-replacement contract for $1000. When I attempted to have my tires repaired via this contract, both the dealership and the Company "First Automotive" they stated they wouldn't be able to repair my tires under the contract because a certain box was not checked, when I was assured the contract covered ALL repairs. When I tried several times to reach anyone at the dealership or First Automotive, they would just pass it off to each other. Never received any call backs. They lied from the beginning and continue to pass the buck and my calls

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called First Automotive in the morning of April 12, 2023 to confirm with the claims department re: my tire/wheel warranty due to my car had a flat tire. I spoke with ****** and he said I can go ahead and have ***** mobile service to come in and fix/replace the flat tire and the amount will just be reimbursed to me since I will be paying out of pocket and he even said it was approved. He also said that the ***** Technician will just need to call them again for the claim. So I called ***** mobile service that morning to schedule the service. ***** Tech came in around 2pm and fixed/replaced the tire. So I asked the ***** Technician (his name is ******) to call First Automotive so I can reimburse the cost of the tire service and as per First Automotive's instructions. So the ***** Technician called around 3pm and he spoke with **** of the claims department and he immediately just turned down the claim because he said we need to call them first before doing the service which I did in the morning when I spoke to ******. **** even said that there was no record of me calling that morning so I talked to **** then I asked him to double check then he said he found the notes of my call but still declined to process the claim. **** from First Automotive was very rude and kept cutting me off when I was talking and did not want to help at all. I was already stressed with having a flat tire and **** made it even more stressful for being rude and not want to help. It seems that this company just want to get money from their consumers and not deliver and just takes advantage of people. I paid for the tire/wheel warranty when I bought my car because they said that whatever happens to my wheel/tire will be covered by the warranty so not sure why they're declining to reimburse the amount I paid for the tire replacement. This is the worst experience I've ever had with a warranty company my whole life. I did file claims before with other warranty companies and never had this problem.

  Customer response

  05/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Better Business Bureau®:
  I have reviewed the response made by the business in reference to complaint ID ********. They've reached out to me directly and offered a reimbursement. I accepted their resolution, but I wanted to leave this case open until I have received the reimbursement check. 

  Thank you for your help on this matter
  Regards,   ***** *****

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car from a dealership out of New Jersey mind you the dealership was like a little Rinky Dink that's why I bought a warranty the warranty is supposed to cover the engine the transmission and all of his drivetrains which includes axles and stuff like that and all the seals that go with it shortly after buying the car I changed the oil after I change the oil I noticed that it had a ticking noise I took the car to the dealership they discovered that the ticking noise and they diagnosed what was wrong with it and they gave me a report to that effect I gave the report to the the warranty company and they said that they want the engine completely taken out of the car it's taking apart the diagnosed why it fails we all know why it fails because the the Hyundai Pistons are currently on recall but the recall for all makes and models of Hyundais and Kias now that being said I understand that I went to the Hyundai dealership Hyundai dealership said it was a piston slap that I should contact the warranty company and have tell them that it was a business slap and show paperwork I did that then they sent me to five different mechanic shops and I went to every one of them they all said that there was a piston slap and you don't need to take the engine apart to diagnose a piston slap you can use a borescope to look down in the cylinder if there's play in the cylinder wall or scrapes to the cylinder wall you already know that there's a business lap they denied my claims they refused to pay for the service contract they refused to give me a refund for my contract and they refuse to honor it so I don't know what I'm going to do but I'm calling the the loan company to try and get them taken care of

• Initial Complaint

  12/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a used 2017 Toyota Highlander on 09/16/2022 with two extended warranty service contracts from "First Automotive." After two weeks, I had decided to cancel these contracts. I was told at the time of purchase that I would get full refund and no fees if I cancel both contracts within 30 days. I mailed a cancelation request letter on 10/5/2022. **** had confirmed that they delivered the letter on 10/8/2022. As of today 12/4/2022, I am still waiting for full refund since I canceled the contracts within 30 days and did not use any benefit from the contracts. Here is my contracts detail: Standard Vehicle Service Contract (Contract# **** *********) - $ 2, 700 Tire & Wheel Protection (Contract# **** *********) - $ 499 **** Tracking# : **** **** **** **** **** ** I understand the cancelation process could take about a month. But now it has been almost 2 months and no refund yet. I purchased the contracts in the first place because of the BBB good rating. I would like get my full refund as they promise on the contracts. I appreciate your help with this matter. I hope other people would be more careful doing business with this company in the future. Thank you. Happy holidays!

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our vehicle in to the GMC repair shop after it was experiencing a shutter while driving. Similar to running over rumble strips. After the shop looked at the issue, the technical service bulletin from GM says to replace the transmission fluid as the repair. First Automotive denied my warranty claim. They are stating that they don't cover fluid changes as a maintenance item. This was not a maintenance item, the fluid change IS the repair that GM recommends. This should be covered by warranty as this is a repair.

  Customer response

  10/14/2022

  Complaint: ********
  
  I am rejecting this response because: According to the General Motors Service Bulletin 18-NA-355 that was issued by GM, this is a covered repair for vehicles under their powertrain warranty. My vehicle is outside of the GM warranty period and this is where the extended warranty should then cover this repair. Again, this vehicle was brought in with a transmission problem, the repair was to replace the fluid. I did not bring the vehicle in for routine maintenance. 
  
  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

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased USED vehicle witj approx 21k on 4 28 20. Was told at time of purchase that warranty was from mileage at time of purchase with 5 years 60 k (plus existing mileage) . Sold vehicle on 8 2 22 with approx 55k total miles. Warranty co only wants to reimburse me for reamining miles to 55k. I want my balance of the original miles +60 k credit.

  Customer response

  09/02/2022

  Complaint: ********
  
  I am rejecting this response because: upon purchase, i noted to dealer that vehicle had 21k approx miles and was told that it was from mileage at my date of purchase. The dealer has given me the impression that they have attempted to correct this with the warranty company.

  
  
  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]

  Customer response

  09/12/2022

  Complaint: ********
  
  I am rejecting this response because:

  Was not made aware of proposed resolution by dealership. As dealership assure me it was 5 years 60k from date of purchase, i do not feel a difference in balance should be my responsibility.  Yes i do need to cancel. But i would still like the balance of what i was told I was sold. The delaership told me they had not heard back in regards to policy change.

  *****
  
  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

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought my vehicle less than 3 weeks ago, made a road trip less than 2000 miles driven to see my mother in hospital. Vehicle started making a slight tapping sound, took to dealer service dept. thinking it sounded like a serpentine belt tensioner. It was not, it actually was a spun bearing #3. Superior Protection Plan/ authorized for them to tear the engine down for an inspector to look at the vehicle. The inspector denied the claim for modifications? I've only had the car a few weeks? What modifications? They also aren't paying the service dept for what they already authorized so I am stuck now, out of town, with a huge diagnosis bill, tear down bill, and tow bill, and a car payment for 5 years, for a car I drove only 2000 miles. Superior Protection Plan from First Automotive Service Corporation IS A SCAM!!! DO NOT BUY THE WARRANTY. I will take this as far as I need to.

  Customer response

  08/31/2022

  Complaint: ********
  
  I am rejecting this response because:

  
  

  You authorized for the repair facility to tear down the vehicle to determine part failure. When your inspector came out he made the repair facility tear down the vehicle even further resulting in 2 hours more labor charges in diagnosis. This was uncalled for when they had already provided adequate reason for failure. 

  
  

  If the inspector saw modifications to the vehicle knowing it wasn't covered, why would he then further diagnosis costs by having them tear down the engine further? 

  
  

  You authorized the repair facility to tear down the vehicle and incurred charges, not me.  

  
  

  To note, absolutely no modifications to the vehicle were performed by me. I only had the car 2 weeks, and drove 1500 miles. 

  
  

  I want the repair bill paid and the original cost of what I paid for your warranty returned. 
  
  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]

  Customer response

  09/10/2022

  Complaint: ********
  
  I am rejecting this response because:

  
  

  Repair facility specifically told what issue was. I was never called. YOUR company authorized for them to TEAR DOWN THE ENGINE, inspector made THEM TEAR DOWN EVEN FURTHER!  Now the vehicle is COMPLETELY IN PIECES, and I HAVE A BILL FOR TEAR DOWN THAT I DID NOT AUTHORIZE.  It was obvious it was knocking internally, tearing it down was useless to the outcome. It needs a longblock. Period. Pay the repair bill YOU authorized.  I will not let this go, its obvious this company is a scam. How can you legally stay in business with the so many of these complaints? Ah, they make there name as similar to other business as possible to mask the scam company.   If you work for this company I want you to realize that you are a horrible human being, and KARMA is watching you. 

  
  

  Going to NEWS stations, AG, Lawyer, all in the next couple weeks. This happened to me, I'm going to see if I can help it from happening to someone else. 
  
  
  Pay the bill YOU authorized.
  
  

  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]

*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. ↩