I am filing a report with this service because I have just about reached my end with this dealership and the people working there.
In April, myself and a relative of mine went to buy a car from this dealership. I did some checking up before I went, and didn't find or hear anything bad, or anything that would raise my suspicions in any way. We decided to buy a car from them, and were offered an extended service contract through a reputable company. After some calls, and some checking, I found out that all the warranties (or "extended service contracts") were underwritten by a very reputable insurer, Llyod's of London. So I purchased it (The Warranty), along with the vehicle.
There were a few problems in the beginning. First, when the vehicle was registered by the dealership (in VA most auto dealers have a direct link to DMV to allow them to issue tags), I was only given two months on the tags, which didn't make any sense. You're supposed to get one year from date-of-issue. When I asked Terry, the girl working in the back office (where all the filing and paperwork was kept), what was going on, she replied, "Oh, we've been having computer problems and this was the best we could do. But when the tags get ready to expire, bring the vehicle back and I'll fix that problem for you. Don't worry about it." I believed her. Considering how antiquated the State of Virginia's DMV computer system is, I wasn't shocked. But I was a little surprised. Regardless, I wrote it off as a fluke problem, a computer error. I hadn't experienced a single problem with the car at all, I had it inspected by Oyster Point Dodge in Newport News, and everyone who saw the car pretty much agreed, that I had gotten an excellent deal.
... Or so I thought
Well, the end of July approaches. I had waited 90 days for my warranty package to arrive to me in the mail, but it hadn't come. I also needed to get my tags fixed by the dealership. THIS is where the major problems began, I call them, and arrange to go see someone.
So, I drive over to the dealership in Virginia Beach where I am greeted by a sales rep, who asks me what he can help me with. I ask for the person who sold me my car, and I am told that he no longer works there, that he had gone into the real estate business. I figured, good for him. Then I ask for Terry. She doesn't work there either. (I got the impression that she had been fired.) So, I decide to talk to someone in the back office, regarding my warranty and tags. First, I am told that the warranty info had already been sent up to the warranty company, but that they would look into it. Second, I was informed that my tags were not the dealership's responsibility. There was (apparently) an insurace problem on their records, or something of that sort, that had prevented one year tags from being issued. I explained that I had not been told that. They said they didn't think there was anything that they could do, but that they would try to fix it. Come back tomorrow, they said. They would look into the warranty issue as well.
So I come back the next day. Nothing has been done, and no one has any idea what is going on. I speak to the general manager, and he tells me that the paperwork was INDEED sent, and to contact the warranty company to find out what was going on. I contact the warranty company, and after speaking to various people who had not a clue, I finally get in touch with a very nice, and professional lady, named Dana. She explained to me that she would make this her number one priority and would do all she can to help. I just want to say that at this point, the dealership was avoiding me, and pointing fingers at the warranty company. I want to say that Dana was extremely helpful, and gave all she could give to help solve my problem.
At this point, I'm going to make a long story short, because otherwise my hands will go numb from typing. I had been round and round with the dealership, they had been avoiding the warranty company, and at one point, they completely stood up the local agent of the warranty company, who had scheduled a 12:00 noon appointment with the dealership to talk to them, and pick up some contracts. They were also avoiding Dana and I. At this point I was extremely pissed off. And JUSTIFIABLY so! Not only were these people ignoring me and taking me for a ride, but they apparenty thought they were going to pocket the money I paid for the warranty ($1,017.39). So finally, on the 2nd of August, I am told by the agent that they said they were going to issue me a check for the full amount of the warranty. At this point I didn't want it, I wanted my money back. So the next day, I go to the dealership, and am given the same old song and dance, but FINALLY, I am told that the owner had been in touch with MY credit union, and was going to issue the check to them. (Which didn't make any sense, and was definitely NOT what I was told) so now, after having been lied to several times, and given the idiot treatment, I'm told that it's up to the bank. Oh no. Wrong answer. It had nothing to do with the cost of the car, it was something additional. So I'm on the phone with the bank, and they said that I need to talk to the dealership, because they were going to apply it to the loan. Well, I told them I'd be at the bank tomorrow to sort this all out.
In the meantime, I'm filing complaints with the VA State Motor Vehicle Board, and the BBB, as well as the Virgnia Office of Consumer Affairs. I have also contacted a lawyer, and am going to be suing them for fraud, and other things. I am not one to put up with shenanigans like this from anyone! I also found out from a Navy friend of mine that this dealership has been blacklisted by the US Navy (Along with Charlie Falk's, and Carland, as well as many others). A friend of his bought a car from them last year, he told me, and almost went to Captain's Mast (Non-judicial punishment) for it. If someone out there has some helpful advice, please post to this. I will update later.
N.
Newport News, Virginia
U.S.A.
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