To Whom it May Concern: I have received notice of a complaint filed by [redacted] (ID [redacted] )In response to the complaint and allegation that I stated repairs were made to the car which were not actually completed, I have attached a repair order from [redacted] showing that on 12/15/the vehicle was inspectedUpon inspection, it was determined that the oil pump seal, and transaxle assembly gasket needed replacedTo perform this task, the transmission had to be removedUpon removal of the transmission, it was determined that the torque converter was out of balance and needed replacedThe total of repairs and inspection spent by us prior to offering the vehicle for sale were $First Class Car Co has been in business for many years and has always strived to sell reliable vehicles, which is why we have such a great customer return rateUnforeseen circumstances do happen on occasion, and we always do our best to rectify them quicklyOn 2/13/16, when [redacted] contacted me to tell me that the vehicle had stopped running properly, I attempted to walk her through a few simple tests to see if we could determine what the issue was over the phone (as she was quite a distance away from our location)She had the vehicle towed to a local Ford dealershipThe repair shop at Mike Raisor Ford determined that the vehicle had been run out of gasThis likely happened because the gauge was reading incorrectlyIf I recall correctly, it read that there was 1/8th tank of fuel at the time it ran out of gasEven though we did our due diligence and had the vehicle inspected, this item was missed, because it is nearly impossible to test forWhile this occurrence was unfortunate, it was a situation that none of us (our staff or the staff at our repair facility) could have predictedAlthough a fuel pump is covered under the warranty provided by ASC, it was determined by the claims adjuster that they were not going to cover this repairTypically the only reasons they would not cover a repair would be A) It was determined to be a pre-existing conditionB) It was determined to be the result of the customer's negligenceC) A miscommunication between the customer or repair facility and the service contract provider (ASC Warranty)In this particular case, upon the customer or repair facilitycalling and describing the situation, it was determined that this was a long term issue, and it was too early in the policy to cover that sort of issueWe have no way of ensuring all of our vehicles are perfect, but this issue seems somewhat minor for a used vehicle's gauge to be off bya fractionWe did our best to make sure [redacted] was happy, and she seemed soWe had a lot of contact in the following few weeks regarding a lost title to the trade in, and neither party seemed to harbor any ill feelingsOn the date this complaint was filed, the repair facility that most recently determined a probable transmission issue had contacted the service contract provider and started a claimThe provider never stated that they were not going to cover the transmission repair, just that they needed a more specific diagnosis, and asked the repair facility to remove the transmission pan to attempt to determine a point of failureThe repair facility was able to do so, and the provider has already approved the claim for the repair of the transmission as of 5/4/As for the fuel pump, the provider has elected to stand by their initial decision not to cover that item since it has not had a complete failure (just a sensor on it that is marginally inaccurate)When [redacted] contacted me on 4/29/to inform me of the current issue with the vehicle, she was very upsetI was able to get her to calmly talk to me and agree on a course of action for me to be able to help herShe was going to have the repair facility fax me estimates for the repairs, so that I, in turn, could contact my representative from the service contract provider to get the claim expeditedShe informed me that the repair facility was not open for business again until Monday 5/2/ I never received any estimates via fax or otherwise [redacted] called the office on 5/and asked to speak with meShe spoke with Robyn Jackson (the owner of the company), who was not involved in the processRobyn attempted to gather as much information as possible from a very upset [redacted] , and told her I would return her call when I got back to the office the following dayTuesday, 5/3, I attempted to make contact with [redacted] via text message (as I know she is a student and did not want to interrupt class)I informed her that the service contract provider was still waiting on a copy of an estimateWhen she responded, she sent a lengthy message that, in short, stated that she felt the warranty company was being unreasonable in their request for a more specific diagnosis, and that she was contacting agencies such as Revdex.com and an attorneyI attempted to call her, and left a voicemail, and she still has not returned my callWe feel that we (and ASC) have done the most we can to reasonably satisfy [redacted] 's complaintsThe repair of the major issue (the transmission) has been authorized by ASC, and they have done so in a timely manner of receiving all necessary informationWe hope that this eases [redacted] 's dissatisfaction and allows her to continue enjoying her vehicle and the reassurance of having a service contract provider that pays claims as outlined in the scope of the contractAttached you will find a copy of the original repair order from [redacted] , and a synopsis of what conversations have taken place between [redacted] , the repair facilitie(s), and the service contract providerPlease note the inaccurate diagnosis that was reported by the first repair facility, that was not noted by the second oneThis, I feel, shows that mistakes are made, and sometimes non-necessary repairs are "suggested" to customers in hasteThank you for your consideration in this matterIf you have any questions, or further remarks, please feel free to contact me via office phone, or emailNathan [redacted] First Class Car Company Office: 317-858-Fax: 317-858-www.firstclasscarcompany.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, made by ASC Warranty, would be satisfactory to me, but this doesn't not mean I find Nathan *** and First Class Car Company's excuse satisfactoryHowever, I want it noted that First Class Car Company is not a legitimate car dealershipAll the documents that were forwarded by Nathan were not able to be open by my phone OR computerI find it funny that Nathan talks about the automatic transaxle and torque converter going out, but ONLY the torque converter was discussed with meAlso, these all the problems for which I am now having to get repaired AGAINThis just proves more so that First Class Car Codidn't pay for repairs OR if they did, then they just installed crappy junkyard partsPlus, since the documents couldn't be opened, there isn't enough proof for me that the work was PAID for and that the documents were not just estimatesThis doesn't say much for they customer service since they would rather have the consumer riding around in a unsafe carMy transmission issues were ONLY taken care of after I filed a complaint with the Revdex.com on Nathan *** and threatened to file one with ASC WarrantyI would also like to respond to Nathan's comments about me being very upsetRightfully soIf Nathan did have a customer that just spent $8,dollars on a car and warranty, then came back with problems that would cost a 1/of the car's value, and WASN'T upset, they would have financial concerns and would NOT being shopping at Nathan's dealershipTheir customer service is deplorable and they all need to find a new careerI will be writing a NEGATIVE review on the company's website and I hope this complaint can be seen by others in the future to detour them from shopping with these scam artists
Regards,
*** ***
notice of a complaint filed by [redacted] (ID [redacted]). In response to the complaint and allegation that I stated repairs were made to the car which were not actually completed, I have attached a repair order from [redacted] showing that on 12/15/2015 the vehicle was inspected. Upon inspection, it was determined that the oil pump seal, and transaxle assembly gasket needed replaced. To perform this task, the transmission had to be removed. Upon removal of the transmission, it was determined that the torque converter was out of balance and needed replaced. The total of repairs and inspection spent by us prior to offering the vehicle for sale were $923.72. First Class Car Co has been in business for many years and has always strived to sell reliable vehicles, which is why we have such a great customer return rate. Unforeseen circumstances do happen on occasion, and we always do our best to rectify them quickly. On 2/13/16, when [redacted] contacted me to tell me that the vehicle had stopped running properly, I attempted to walk her through a few simple tests to see if we could determine what the issue was over the phone (as she was quite a distance away from our location). She had the vehicle towed to a local Ford dealership. The repair shop at Mike Raisor Ford determined that the vehicle had been run out of gas. This likely happened because the gauge was reading incorrectly. If I recall correctly, it read that there was 1/8th tank of fuel at the time it ran out of gas. Even though we did our due diligence and had the vehicle inspected, this item was missed, because it is nearly impossible to test for. While this occurrence was unfortunate, it was a situation that none of us (our staff or the staff at our repair facility) could have predicted. Although a fuel pump is covered under the warranty provided by ASC, it was determined by the claims adjuster that they were not going to cover this repair. Typically the only reasons they would not cover a repair would be A) It was determined to be a pre-existing condition. B) It was determined to be the result of the customer's negligence. C) A miscommunication between the customer or repair facility and the service contract provider (ASC Warranty). In this particular case, upon the customer or repair facilitycalling and describing the situation, it was determined that this was a long term issue, and it was too early in the policy to cover that sort of issue. We have no way of ensuring all of our vehicles are perfect, but this issue seems somewhat minor for a used vehicle's gauge to be off bya fraction. We did our best to make sure [redacted] was happy, and she seemed so. We had a lot of contact in the following few weeks regarding a lost title to the trade in, and neither party seemed to harbor any ill feelings. On the date this complaint was filed, the repair facility that most recently determined a probable transmission issue had contacted the service contract provider and started a claim. The provider never stated that they were not going to cover the transmission repair, just that they needed a more specific diagnosis, and asked the repair facility to remove the transmission pan to attempt to determine a point of failure. The repair facility was able to do so, and the provider has already approved the claim for the repair of the transmission as of 5/4/16. As for the fuel pump, the provider has elected to stand by their initial decision not to cover that item since it has not had a complete failure (just a sensor on it that is marginally inaccurate). When [redacted] contacted me on 4/29/16 to inform me of the current issue with the vehicle, she was very upset. I was able to get her to calmly talk to me and agree on a course of action for me to be able to help her. She was going to have the repair facility fax me estimates for the repairs, so that I, in turn, could contact my representative from the service contract provider to get the claim expedited. She informed me that the repair facility was not open for business again until Monday 5/2/16. I never received any estimates via fax or otherwise. [redacted] called the office on 5/2 and asked to speak with me. She spoke with Robyn Jackson (the owner of the company), who was not involved in the process. Robyn attempted to gather as much information as possible from a very upset [redacted], and told her I would return her call when I got back to the office the following day. Tuesday, 5/3, I attempted to make contact with [redacted] via text message (as I know she is a student and did not want to interrupt class). I informed her that the service contract provider was still waiting on a copy of an estimate. When she responded, she sent a lengthy message that, in short, stated that she felt the warranty company was being unreasonable in their request for a more specific diagnosis, and that she was contacting agencies such as Revdex.com and an attorney. I attempted to call her, and left a voicemail, and she still has not returned my call. We feel that we (and ASC) have done the most we can to reasonably satisfy [redacted]'s complaints. The repair of the major issue (the transmission) has been authorized by ASC, and they have done so in a timely manner of receiving all necessary information. We hope that this eases [redacted]'s dissatisfaction and allows her to continue enjoying her vehicle and the reassurance of having a service contract provider that pays claims as outlined in the scope of the contract. Attached you will find a copy of the original repair order from [redacted], and a synopsis of what conversations have taken place between [redacted], the repair facilitie(s), and the service contract provider. Please note the inaccurate diagnosis that was reported by the first repair facility, that was not noted by the second one. This, I feel, shows that mistakes are made, and sometimes non-necessary repairs are "suggested" to customers in haste. Thank you for your consideration in this matter. If you have any questions, or further remarks, please feel free to contact me via office phone, or email. Nathan [redacted] First Class Car Company Office: 317-858-1144 Fax: 317-858-1155 www.firstclasscarcompany.com
To Whom it May Concern: I have received notice of a complaint filed by [redacted] (ID [redacted] )In response to the complaint and allegation that I stated repairs were made to the car which were not actually completed, I have attached a repair order from [redacted] showing that on 12/15/the vehicle was inspectedUpon inspection, it was determined that the oil pump seal, and transaxle assembly gasket needed replacedTo perform this task, the transmission had to be removedUpon removal of the transmission, it was determined that the torque converter was out of balance and needed replacedThe total of repairs and inspection spent by us prior to offering the vehicle for sale were $First Class Car Co has been in business for many years and has always strived to sell reliable vehicles, which is why we have such a great customer return rateUnforeseen circumstances do happen on occasion, and we always do our best to rectify them quicklyOn 2/13/16, when [redacted] contacted me to tell me that the vehicle had stopped running properly, I attempted to walk her through a few simple tests to see if we could determine what the issue was over the phone (as she was quite a distance away from our location)She had the vehicle towed to a local Ford dealershipThe repair shop at Mike Raisor Ford determined that the vehicle had been run out of gasThis likely happened because the gauge was reading incorrectlyIf I recall correctly, it read that there was 1/8th tank of fuel at the time it ran out of gasEven though we did our due diligence and had the vehicle inspected, this item was missed, because it is nearly impossible to test forWhile this occurrence was unfortunate, it was a situation that none of us (our staff or the staff at our repair facility) could have predictedAlthough a fuel pump is covered under the warranty provided by ASC, it was determined by the claims adjuster that they were not going to cover this repairTypically the only reasons they would not cover a repair would be A) It was determined to be a pre-existing conditionB) It was determined to be the result of the customer's negligenceC) A miscommunication between the customer or repair facility and the service contract provider (ASC Warranty)In this particular case, upon the customer or repair facilitycalling and describing the situation, it was determined that this was a long term issue, and it was too early in the policy to cover that sort of issueWe have no way of ensuring all of our vehicles are perfect, but this issue seems somewhat minor for a used vehicle's gauge to be off bya fractionWe did our best to make sure [redacted] was happy, and she seemed soWe had a lot of contact in the following few weeks regarding a lost title to the trade in, and neither party seemed to harbor any ill feelingsOn the date this complaint was filed, the repair facility that most recently determined a probable transmission issue had contacted the service contract provider and started a claimThe provider never stated that they were not going to cover the transmission repair, just that they needed a more specific diagnosis, and asked the repair facility to remove the transmission pan to attempt to determine a point of failureThe repair facility was able to do so, and the provider has already approved the claim for the repair of the transmission as of 5/4/As for the fuel pump, the provider has elected to stand by their initial decision not to cover that item since it has not had a complete failure (just a sensor on it that is marginally inaccurate)When [redacted] contacted me on 4/29/to inform me of the current issue with the vehicle, she was very upsetI was able to get her to calmly talk to me and agree on a course of action for me to be able to help herShe was going to have the repair facility fax me estimates for the repairs, so that I, in turn, could contact my representative from the service contract provider to get the claim expeditedShe informed me that the repair facility was not open for business again until Monday 5/2/ I never received any estimates via fax or otherwise [redacted] called the office on 5/and asked to speak with meShe spoke with Robyn Jackson (the owner of the company), who was not involved in the processRobyn attempted to gather as much information as possible from a very upset [redacted] , and told her I would return her call when I got back to the office the following dayTuesday, 5/3, I attempted to make contact with [redacted] via text message (as I know she is a student and did not want to interrupt class)I informed her that the service contract provider was still waiting on a copy of an estimateWhen she responded, she sent a lengthy message that, in short, stated that she felt the warranty company was being unreasonable in their request for a more specific diagnosis, and that she was contacting agencies such as Revdex.com and an attorneyI attempted to call her, and left a voicemail, and she still has not returned my callWe feel that we (and ASC) have done the most we can to reasonably satisfy [redacted] 's complaintsThe repair of the major issue (the transmission) has been authorized by ASC, and they have done so in a timely manner of receiving all necessary informationWe hope that this eases [redacted] 's dissatisfaction and allows her to continue enjoying her vehicle and the reassurance of having a service contract provider that pays claims as outlined in the scope of the contractAttached you will find a copy of the original repair order from [redacted] , and a synopsis of what conversations have taken place between [redacted] , the repair facilitie(s), and the service contract providerPlease note the inaccurate diagnosis that was reported by the first repair facility, that was not noted by the second oneThis, I feel, shows that mistakes are made, and sometimes non-necessary repairs are "suggested" to customers in hasteThank you for your consideration in this matterIf you have any questions, or further remarks, please feel free to contact me via office phone, or emailNathan [redacted] First Class Car Company Office: 317-858-Fax: 317-858-www.firstclasscarcompany.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, made by ASC Warranty, would be satisfactory to me, but this doesn't not mean I find Nathan *** and First Class Car Company's excuse satisfactoryHowever, I want it noted that First Class Car Company is not a legitimate car dealershipAll the documents that were forwarded by Nathan were not able to be open by my phone OR computerI find it funny that Nathan talks about the automatic transaxle and torque converter going out, but ONLY the torque converter was discussed with meAlso, these all the problems for which I am now having to get repaired AGAINThis just proves more so that First Class Car Codidn't pay for repairs OR if they did, then they just installed crappy junkyard partsPlus, since the documents couldn't be opened, there isn't enough proof for me that the work was PAID for and that the documents were not just estimatesThis doesn't say much for they customer service since they would rather have the consumer riding around in a unsafe carMy transmission issues were ONLY taken care of after I filed a complaint with the Revdex.com on Nathan *** and threatened to file one with ASC WarrantyI would also like to respond to Nathan's comments about me being very upsetRightfully soIf Nathan did have a customer that just spent $8,dollars on a car and warranty, then came back with problems that would cost a 1/of the car's value, and WASN'T upset, they would have financial concerns and would NOT being shopping at Nathan's dealershipTheir customer service is deplorable and they all need to find a new careerI will be writing a NEGATIVE review on the company's website and I hope this complaint can be seen by others in the future to detour them from shopping with these scam artists
Regards,
*** ***
To Whom it May Concern: I have received...
notice of a complaint filed by [redacted] (ID [redacted]). In response to the complaint and allegation that I stated repairs were made to the car which were not actually completed, I have attached a repair order from [redacted] showing that on 12/15/2015 the vehicle was inspected. Upon inspection, it was determined that the oil pump seal, and transaxle assembly gasket needed replaced. To perform this task, the transmission had to be removed. Upon removal of the transmission, it was determined that the torque converter was out of balance and needed replaced. The total of repairs and inspection spent by us prior to offering the vehicle for sale were $923.72. First Class Car Co has been in business for many years and has always strived to sell reliable vehicles, which is why we have such a great customer return rate. Unforeseen circumstances do happen on occasion, and we always do our best to rectify them quickly. On 2/13/16, when [redacted] contacted me to tell me that the vehicle had stopped running properly, I attempted to walk her through a few simple tests to see if we could determine what the issue was over the phone (as she was quite a distance away from our location). She had the vehicle towed to a local Ford dealership. The repair shop at Mike Raisor Ford determined that the vehicle had been run out of gas. This likely happened because the gauge was reading incorrectly. If I recall correctly, it read that there was 1/8th tank of fuel at the time it ran out of gas. Even though we did our due diligence and had the vehicle inspected, this item was missed, because it is nearly impossible to test for. While this occurrence was unfortunate, it was a situation that none of us (our staff or the staff at our repair facility) could have predicted. Although a fuel pump is covered under the warranty provided by ASC, it was determined by the claims adjuster that they were not going to cover this repair. Typically the only reasons they would not cover a repair would be A) It was determined to be a pre-existing condition. B) It was determined to be the result of the customer's negligence. C) A miscommunication between the customer or repair facility and the service contract provider (ASC Warranty). In this particular case, upon the customer or repair facilitycalling and describing the situation, it was determined that this was a long term issue, and it was too early in the policy to cover that sort of issue. We have no way of ensuring all of our vehicles are perfect, but this issue seems somewhat minor for a used vehicle's gauge to be off bya fraction. We did our best to make sure [redacted] was happy, and she seemed so. We had a lot of contact in the following few weeks regarding a lost title to the trade in, and neither party seemed to harbor any ill feelings. On the date this complaint was filed, the repair facility that most recently determined a probable transmission issue had contacted the service contract provider and started a claim. The provider never stated that they were not going to cover the transmission repair, just that they needed a more specific diagnosis, and asked the repair facility to remove the transmission pan to attempt to determine a point of failure. The repair facility was able to do so, and the provider has already approved the claim for the repair of the transmission as of 5/4/16. As for the fuel pump, the provider has elected to stand by their initial decision not to cover that item since it has not had a complete failure (just a sensor on it that is marginally inaccurate). When [redacted] contacted me on 4/29/16 to inform me of the current issue with the vehicle, she was very upset. I was able to get her to calmly talk to me and agree on a course of action for me to be able to help her. She was going to have the repair facility fax me estimates for the repairs, so that I, in turn, could contact my representative from the service contract provider to get the claim expedited. She informed me that the repair facility was not open for business again until Monday 5/2/16. I never received any estimates via fax or otherwise. [redacted] called the office on 5/2 and asked to speak with me. She spoke with Robyn Jackson (the owner of the company), who was not involved in the process. Robyn attempted to gather as much information as possible from a very upset [redacted], and told her I would return her call when I got back to the office the following day. Tuesday, 5/3, I attempted to make contact with [redacted] via text message (as I know she is a student and did not want to interrupt class). I informed her that the service contract provider was still waiting on a copy of an estimate. When she responded, she sent a lengthy message that, in short, stated that she felt the warranty company was being unreasonable in their request for a more specific diagnosis, and that she was contacting agencies such as Revdex.com and an attorney. I attempted to call her, and left a voicemail, and she still has not returned my call. We feel that we (and ASC) have done the most we can to reasonably satisfy [redacted]'s complaints. The repair of the major issue (the transmission) has been authorized by ASC, and they have done so in a timely manner of receiving all necessary information. We hope that this eases [redacted]'s dissatisfaction and allows her to continue enjoying her vehicle and the reassurance of having a service contract provider that pays claims as outlined in the scope of the contract. Attached you will find a copy of the original repair order from [redacted], and a synopsis of what conversations have taken place between [redacted], the repair facilitie(s), and the service contract provider. Please note the inaccurate diagnosis that was reported by the first repair facility, that was not noted by the second one. This, I feel, shows that mistakes are made, and sometimes non-necessary repairs are "suggested" to customers in haste. Thank you for your consideration in this matter. If you have any questions, or further remarks, please feel free to contact me via office phone, or email. Nathan [redacted] First Class Car Company Office: 317-858-1144 Fax: 317-858-1155 www.firstclasscarcompany.com