VA Cars Inc

Review: On March 29 2014 I put a deposit on a 2006 [redacted]. There was damage to the paint on the trunk and the rear bumper needed repair. Va cars inc told me that when I returned the following Saturday April 5 2014 that the repairs would be made correctly and to my satisfaction and I could purchase the vehicle. When I returned on the scheduled day all that had been done was a coat of mat black spray paint had been applied over the problem areas. I refused to buy the vehicle and they offered to write a check to cover the damage and agreed that I could take it to a shop near my home in [redacted]. They gave me a guarantee in writing that they would pay for the work that needed to be done on the trunk and the rear bumper. Later that week I called them with the estimate and was going to fax the paper work from my repair shop to VA Cars so that they could pay for the repair. They refused to send payment.Desired Settlement: Send payment for the repair of paint and bumper to be completed as written in the agreement that I was given by VA Cars.

Business

Response:

May

8, 2014

Revdex.com

Serving Central Virginia, Inc.

Dear

[redacted]:

Please find the following response in

regards to the letter that we received dated April 28, 2014.

[redacted] purchased the [redacted]

[redacted] on March

31, 2014. At the time that [redacted] purchased the vehicle, the scratches on

the vehicle were never an item of concern and he did not mention them at the

time of sale.

When [redacted] returned to the store

to take delivery of his vehicle he, at that time, pointed the areas of concern

out to the staff. The areas of concern were the trunk lid and the rear bumper.

At VA Cars we try to go out of our way to take care of our clients and we

agreed to paint the two affected areas.

At that time we got a quote from our body

shop to completely repaint the trunk lid and the rear bumper. VA Cars let [redacted]

[redacted] know that we would need the car left for a couple of days so the paint

could be applied and cured properly at the body shop and [redacted] declined

this option. VA Cars offered the client reimbursement of the gas and travel

that he would have to make to ensure the paint was done to his satisfaction by

our body shop. When [redacted] stated that he would rather have the paint

repair done at a shop local to him we agreed to reimburse him up to [redacted]

[redacted]). We came to this dollar amount because this is

what our body shop quoted the repair bill at. We also explained to [redacted]

that if he were unable to have the paint repaired locally at a competitive price

that he would need to bring the car back to VA Cars to have our shop repair it.

Upon receipt of the quote [redacted] faxed

to VA Cars in the amount of [redacted]

[redacted], [redacted] at VA Cars, called and spoke with [redacted]

[redacted]. During that conversation [redacted] agreed to return the vehicle so

we could handle the paint repairs via our body shop at the original quote we received.

[redacted] also assured [redacted] that the repairs to the trunk lid and the rear

bumper would be completed to his satisfaction; [redacted] was agreeable to

this and had to check his schedule for a time that was convenient to him. The

dealership was awaiting his return call to set an appointment with the body shop

when we received the complaint from the Revdex.com.

We here at VA Cars still stand by our agreed

upon offer of having the paint repaired by our body shop, or by reimbursing [redacted]

[redacted] up to [redacted] towards the repair work

done at the shop of his choice. All [redacted] needs to do is call us as we

had previously discussed to set the appointment.

Please call me with any further questions

or if I may be of assistance to you.

Thank

You,

VA

Cars Inc.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The scratches were addresses the very first time I test drove the car. I placed a down payment on the vehicle because they told me they had just gotten the car on the lot and they would take it to their "guy" and have it fixed by the time I came back. When I came back to purchase the car it had not been fixed and they gave me a guarantee in writing that they would pay to hVe it repaired at my location of choice. Now they will not respond to my complaints they refuse to fix the damage. I was told repeatedly that they would take care of the problems which include a damaged bumper and the words [redacted] carved across the trunk lid. I am a Christian and I would have never taken the car if it wasn't going to be fixed immediately.

Review: On November 18, 2013 I purchased a [redacted] from VA Cars Inc. I paid $26,116.12 for the [redacted], $2500 for the warranty and a total price of $34,752.44 after all taxes, fees, etc. On December 11, 2013 my driveshaft failed in the vehicle. I took it to [redacted]. in Charles City, VA and was told that the driveshaft on my [redacted] was an improper one for my vehicle since it was [redacted]ed up. I then called Va Cars and was told that my warranty, that stated my driveshaft was covered, was not covered for my [redacted] because my [redacted] was [redacted]ed up. However, my [redacted] and warranty were both sold to me [redacted]ed up. I made no further alterations. I had to pay for towing and to get my driveshaft fixed. After this it failed three times again. Each time involving me having to get it towed. I then went to an off-road specialist called [redacted]. They told me I needed a custom driveshaft and my pinion angels fixed and I was given an estimate of $1,023.60 to fix my [redacted] properly. So I then called VA Cars to complain and asked them if they would cover the bill because I was sold a [redacted] that was unfinished and had problems. I spoke with [redacted] who told me that he would take care of it and asked me to come in at 3:00pm in August 2014. When I came in for my appointment he was not there until 4:30 and once he talked to me I was told we would trade it in for another vehicle. He then ran my credit and said I could trade it in for another vehicle also I was told they would only give me 12,000 for my [redacted]. I was not happy with that because I still owe $22,201.51 on my [redacted] which would add a lot to the price of another car. Secondly I did not want to trade my [redacted] in I wanted it fixed. I then left because he told me he could not do anything further, the next day I called to try and speak with the owner but nobody would transfer me to his voicemail, I was told his name was[redacted]. On this day I also spoke with [redacted] the general manager, he told me he would see what he could do. He asked me to email him the estimate at [redacted] and at [redacted] He then emailed me back and said got it then service is checking on parts prices I never heard from him after that, when I called the next day he was out of town. I then called and asked to speak with [redacted], he explained to me that they did not want to cover the cost of anything but would get me the parts I needed at the discounted cost they receive them for. However, it would be my responsibility to pay for them. They gave me prices for two parts the drive shaft and the arms. The price of the arms was a little cheaper but the driveshaft was more expensive than the quoted prices I had. All Ive been getting is no call backs, responses or anything. [redacted] has been extremely rude to me. [redacted] is the only person who is respectful and returns calls. He has gone out of his way to try his best to help me, even giving me his cell phone number. In addition let me know that [redacted] was a [redacted]. (I can provide these text messages) However, he told me there was nothing he could do but if he could he would make sure it was paid for.Desired Settlement: What I would like to happen would be for VA Cars Inc. to buy back my vehicle for the full amount I paid for it or for them to cover the costs to repair my vehicle properly. It would also be nice to be reimbursed for the amounts I have paid already. Especially, since I was sold a warranty that they would not honor because my [redacted] was jacked up. I have tow bill receipts, part and labor receipts and an estimate of how much it would cost to repair my vehicle properly. I hope this gets something done

Business

Response:

Regarding [redacted] purchase at Va Cars Inc, she had negative equity in [redacted] that she traded in on the [redacted]. We over allowed on the trade. She says she took the [redacted] to a different repair facility for a service concern and says the mechanical repair agreement that she bought would not cover the repair. She says she paid for the repair using "junk yard parts". According to the [redacted] vehicle history report, the [redacted] that she purchased has been in 3 accidents since she purchased it. Additionally, the [redacted] was repossessed by the credit union that she financed it with for non-payment of her loan. The credit union demanded that we cancel the mechanical repair agreement and the gap insurance that was financed in her loan and remit the refunded products to them. She later redeemed the [redacted] from the credit union. This dramatically effected her credit scoring. Va Cars offered to sell her the parts and discount the labor for her repair concern, which she denied.

Thank you,

General Manager

Va Cars Inc

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.

[I never received "junk yard parts"] I have proof from the repair shop that everything was brand new. [redacted] is lying. I can mail these receipts to anyone who may need them. I allowed the [redacted] to get repossessed at one point because I could not longer afford to pay to fix the driveshaft over and over in addition to paying the loan monthly. When my warranty still was active the shop called the warranty people they denied to cover it because it was jacked up. I never got a full refund for [redacted] only a partial refund, which was taken off back of loan. VA cars inc should pay for parts and labor because they sold me the [redacted] knowing it was not properly repaired. [redacted] "[redacted]" told me to sell it on [redacted] to some [redacted] or to set it on fire (I can send these messages also) what kind of customer services is this. He even admits his manager is a "[redacted]". I really need my [redacted] repaired.

Regards,

Review: My fiance and I financed a car from VA CARS in February that did not include a warranty. The dealer offered us an extended warranty which we decided to wait on because we were expecting a baby a couple months later. The car had to be serviced several times immediately after purchasing it and it was to our understanding that everything was supposed to been inspected before we got it but we still had to pay for the parts because the car didn't have a warranty, although I didn't think it was right I remained loyal to the dealer and took the car back to them for the repairs. In June after the pregnancy my fiance had some severe complications so with eveything that was going on we continued to wait a little longer for the warranty. In September we were finally able to convince the dealer that there was obviously some other parts that needed to be replaced because our car was still having issues. We took the car in to get the oil changed and the service department told us that the wheel bearings needed to replaced as well. My fiance disagreed with the price that we were quoted since we were told the wheel bearings were replaced prior to us purchasing the car, so the dealer agreed to pay half. We also had the oil changed at the same time. A couple of weeks later the engine started ticking and making a knocking sound so we brought it back to the dealer AGAIN. When we called the service department to check the status of the car we were told we needed a new engine. At this point we began to get a little frustrated so went to the Va Cars Ruthers rd. location to speak to someone directly. There was a salesman whom instead of even looking up my file told us there wasn't any record of the car ever being serviced there and there wasn't any oil in it when we dropped the car off which was false because I checked it myself. I demanded to talked to [redacted] whom had originally completed the sale and was familiar with me and the car. [redacted] then told us that he was unaware of the issues with the engine but after talking to me suggested trying to trade the car in for a different car because the engine would be roughly $3,000.We have been calling almost every other day so we can set everything up for a new car. This has been going on for about two weeks and the only response we get is he will call us back which has yet to happen. We were told over the phone that we could get another car and wouldnt owe anything from the other car, so I don't understand how come we are being treated like our situation isn't important. As of right now we are still paying a car payment and insurance for a car we cant even drive. I think the dealer is at fault, they were the only ones doing Any service to the vehicle and although it didn't have a warranty the engine was working until they changed the oil

Business

Response:

October 11, 2013

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Dear [redacted]:

Please find the following response in regards to the letter that we received dated October 3, 2013.

[redacted] purchased the [redacted], VIN# [redacted] on February 7, 2013. At that time he was offered an extended warranty on the vehicle to cover any unexpected repairs that may arise. [redacted] declined the extended warranty and signed three separate As/Is statements acknowledging such.

When vehicles arrive here at VA Cars they are put through a stringent used car inspection process. The mechanic that inspected this particular vehicle replaced the two front tires, the outer tie rod ends, an alignment, as well as the oil change and Virginia state inspection.

Unfortunately what [redacted] has experienced recently is not a mechanical issue that we could have foreseen as the [redacted] was running fine here at the store and had been running fine for the seven months that the client had it prior to this incident. We have, in the past, assisted [redacted] on service matters as a measure of good will on our part. These items were ones such as replacing the front rotors which were fine by Virginia State Inspection standards but the client expressed concern with.

Currently [redacted] has a legally binding contract with the finance company to purchase the [redacted]. Unfortunately at the time of purchase he declined the protection from mechanical failure that he would have had with the extended warranty offered. The only way that he can get out of the contract with the finance company is to either trade the [redacted] in on another vehicle or to pay off the loan with personal funds. To return the vehicle at this point would be reported to his credit bureau as repossession. We tried to assist [redacted] in trading his [redacted] for another vehicle, but unfortunately his credit worthiness was not at the point that he could finance another vehicle with zero money down and his personal finances not in the position to put any money down on another vehicle purchase.

Please call me with any further questions or if I may be of assistance to you.

Thank You,

Enclosures (3)

Review: 2008 [redacted] was purchased 2/26/2013. I reported that engine light was coming on 2 days after purchase. When I went back to take vehicle to be checked out, I was told oil cap was loose and oil looked good and engine light was turned off. Car began ticking and making noise. I continued to report engine light coming on. Each time I would take vehicle in to see why engine or oil light was on I was told that things looked good. 4/12/13 Co worker checked oil and oil was dirty and very low. I asked VA cars why oil was dirty and low if oil was changed prior to be purchasing vehicle. Silence. They changed oil and tried to charge me for oil change and I refused payment. They scheduled an appointment for me to take vehicle in on 4/24/13 2008 [redacted]. On 4/26/13. I was told that I had to pay $600 to have motor torn out in order for warranty company to assess the work to be done. If engine needed replacing then I would be reimbursed. If not then I would be out of $600. I refused to pay the $600 and said Ive never heard of this. 5/2/13 No word from dealer so I went by to get a status of vehicle. [redacted] said that warranty company never showed so they sent car to [redacted] to get it repaired. He called [redacted] to get a status while we were there and they said they were going to put new engine in and it should be ready 3 to 4 days. 5/10/13 No vehicle. I had to rent a car to go out of town and was told that I could not get reimbursed because the warranty company was not the ones who fixed the vehicle. 5/14/13 spoke to [redacted]. He said that the reason it was taking so long was because the part got shipped to another location which delayed the repairs. At that time, he said weve only had your vehicle for 2 weeks. I said No youve had it for 3 weeks. He said he would call back and give me a definite date the car would be ready. 5/15/13 - No word from [redacted] so I called back and spoke to [redacted]. I asked [redacted] when was car going to be ready and I felt like I was being lied to. He said that he was not going to be called a liar and said I would get it back on Monday and hung up in my face. 5/20/13 0- I went to pick vehicle up and was asked to pay 100 deductible. [redacted] stressed that they paid for 2,000 in repairs in which they didnt have to. Why would he think they were not responsible when they sold a vehicle that was not functioning properly in the first place? My mom asked for receipt and he said he didnt have a receipt. She asked why not he said because I dont have a receipt and I will get with the manager to get you one. She asked him why was he getting smart. He said well what do you want me to say? She said, what you should have said just now that you would get with the manager and get me a receipt. He walked away and I told him that I didnt appreciate the unprofessionalism and I would be filing report with Revdex.com, and he said please do. Who repairs a vehicle without a receipt showing work that was done?Desired Settlement: I would like a receipt showing all repairs that was done to the vehicle. Reimbursement for rental car fees since I had to pay 100 deductible my warranty should be convering my rental car fees.

Business

Response:

Thanks for letting us know how you feel. I am sorry that you are so upset. We bought the car at auction ran through the service department , changed oil, brakes, and a few other misc items. It did however come to be that the catalytic converter was bad after the sale, and which made the engine burn oil internally which is why the oil was low when you returned. The service department ( VA Car Care ) called the Warranty company and they said the car would have to be torn down to the block to send and inspector out. At that point we asked if it would be covered, they stated only if something was broken. We knew nothing was broken it was only oil consumption , which is not covered. At that point we pursed other options and had a local [redacted] Store put a new engine in the car as fast as we could. We then got the car back and also installed a brand new catalytic converter as well. Remember this car was sold AS-IS and we did not have to do this. We are a Very reputable company and that's why I paid nearly 2000 to repair the car and only charged you the amount of the Deductible. As far as feeling someone got smart , every other word ( from the customer) seemed to be a cuss word. I have done all I can do, and feel that what we have done is way more than fair, and much more than anyone else would have ever done.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

My complaint about the company has absolutely nothing to do about the fact that the car was not in good condition I am aware of the risk that comes along with purchasing a used car which is why I purchased a warranty. My complaint is about the lack of customer service and respect I received from this company. As far as every other word from my mouth being a curse word that is completely untrue I have only spoken to [redacted] (the owner) personally one time. I did however have two conversations with [redacted] where profanity was used one in which I called the company to inform them that there was absolutely no oil in my car after driving all the way to work this is after I took it upon myself and asked that the car gets looked at because I was concerned about the engine and oil light being on and the car making a strange noise [redacted] an employee turned the lights off and sent me on my way. I was informed by [redacted] that the oil had been changed on the car February 21st which couldn't have been true because the oil that was left was extremely dirty when I asked [redacted] how that could be there was silence. When I seen [redacted] two days later I apologized for how upset I was and if I offended him I drive a long distance to work every day and to do so without oil was very dangerous. I decided to purchase my car with them because they were indeed a reputable company. I spoke with my warranty company personally about this problem and was told that they had no problem coming to look at it and the only thing they needed was my permission which I was never informed. As a company you would expect that they would take more ownership and pride in their business when the customer is not satisfied I don't understand why do business with a warranty company who does not return your phone calls? (That's what I was told at first) the story always changes. I never got a call back from anyone when I was told I would if anything as a customer I went over and beyond for myself as far as reaching out to them and trying to find the truth about the situation. Having to pay other's gas to get to work and paying for a rental which would have been reimbursed had the warranty covered it. On top of a car payment that I paid the day I had to walk to the dealership just to speak to someone because according to them no manager was there I wanted to speak to the owner when I walked up the owner was the first person I saw mind you I'm only 20 mins away walking distance I had been calling all morning . Even after speaking to the owner ([redacted]) in tears I left with a smile because I was assured I would hear back from him tomorrow which never happened I had to reach out again myself to get a status. Never once until now did I ever get an apology for the inconvenience and its a shame that I had to reach out to Revdex.com just to get it. Even after all of this I had to pay 100 dollar deductible even though the warranty was never used. I appreciate that the car is fixed even though the hood of the car hasn't been put back on properly I am not a hard person to deal with but I am not happy with the lack of customer service I received . Now to leave off the only other time I used profanity is when I felt like [redacted] was extremely rude to my mother after she asked if there was any paper work his response was "because I don't have it" when told we would contact Revdex.com "please do" I didn't disturb the peace I asked my mom to exit the building she had every right to be upset this has caused a huge strain on both of us. I spoke to [redacted] the week before that and he Hung up in my face the only reason I called is because [redacted] didn't call back with a status of the car like he said he would and I told [redacted] I kept gettin told lies he immediately caught offence and said he "was not gonna be called a liar he was done with this and my car would be here Monday" I never called him a liar. I was however always misinformed and every time I spoke to someone I was completely misinformed the trust with this company is completely out of the window and has been ever since I was told the oil was changed Feb 21 as if I don't know the difference between dirty oil and low oil .