I feel lied to and that there's something more going on like fraud, because in the end, and you'll see through the reports that I originally sent to the Better Business Bureau, Prestige Motor Works claimed that AVP should prorated the refund of the $150, but AVP stated that they were never paid the $150 for the warranty as that warranty doesn't exist. Also, the car that I bought from Prestige Motor Works is not drivable in the rain, due to the moisture that builds up inside the car on the windshield and there is NO airflow that clears is away. Thus, I deem this a safety hazard. So I will need to spend another $2000 to get that fixed too. You will read everything in the following report. Basically, I will NEVER buy from Prestige Motor Works again and if I had lived close enough, I would have brought the car back and demanded a refund. I highly suggest that you take your business elsewhere or do NOT buy the AVP warranty. You'll see why soon.
Here is the report I sent to the BBB. Prestige Motor Works' responses are included as are mine. (I removed my name and person information from the report).
I purchased a 1997 Buick Rivera from Prestige Motor Works Inc. On February 2nd for the amount of $4099. Gleb, a car salesman of Prestige Motor Works Inc., talked me into buying the Assured Vehicle Protection (AVP) Warranty for $150.
Assured Vehicle Protection Inc.
4801 Main St.
Ste 310
Kansas City, MO 64112
office 877-428-7252
When I bought the car, I was told that the fuel gauge does not work. That was the only problem that Gleb told me about. There were no other car issues listed in the online car ad. I had purchased a AutoCheck on the car, but that only lists accidents, title check, and odometer check. Engine, transmission, and etc problems were not listed.
While the car seemed fine at the dealership, problems became apparent once it was driven to the Twin Cities where I reside. One tire had a leak, and not only was there an oil leak, but also there was a major coolant leak as well. So much so, that I had to refill the radiator completely every few days.
A friend of mine tried to keep in contact with Prestige Motor Works about all the problems that the car was having. Alex, the owner of Prestige Motor Works, claimed that there was nothing wrong with the car, and that she should contact APV.
APV told her that for the warranty to be valid, the car had to be brought to a mechanic who was ASE certified. So my friend scheduled the car for a diagnostic check, inspection, and to see why the radiator and oil were leaking at a Buick dealership. She did call to make sure that the mechanic working on the car was indeed ASE certified. Also, at this point, I noticed that there was no air conditioning, air flow, or heat, which my friend did complain to Alex about. Alex in turned stated that there was nothing wrong with the car and that he had a report from his mechanic who worked on the car. Alex claimed that if my friend emailed him, he would email her the report. She sent him two emails; he responded to neither.
On February 29th, the 1997 Buick Rivera was brought into the Buick dealership near where my friend lives, where the above mentioned inspection and diagnostic services were done. The cost was $130, and the mechanic gave me two itemized pages of the repairs that the car needed to insure no more oil or coolant leaks. Such repairs were to the radiator, oil, seals and gaskets, lower intake, and a few pipes. While the cost was estimated to $2,000, the actual cost was $1909.58, and that was paid for when the work was finished on March 16th. (The car was brought in March 12th for the repairs.) A new tire was purchased at Tires Plus on March 12th for $86.88
I gave the AVP warranty to the mechanic and he did call on it, as did my friend. Both parties were denied by AVP, claiming that none of the work was covered, which is very odd because on the back of the AVP warranty, it claims that the engine, transmission, and drive system are covered. Of course, it has an even larger list of what's not covered, so it seems that the warranty is a false security and it essentially covers nothing. Both parties told me that I had purchased a worthless warranty and that he should have that money refunded if he can.
Unfortunately, the repairs on the car aren't done yet. The next set of repairs are required to make the air conditioning work again. Most importantly, the repairs are needed to fix the air flow, as there is currently no air flow at all. While having air flowing in the car may seem frivolous, actually it can be a safety hazard without it. For example, when it rains, the windshield and windows flog up quickly.in summer, the car will become extremely hot in the sun, and when stopped in rush hour traffic, the heat can become fatal. So it is without wonder why why I don't understand how a car can be sold without either air or air conditioning. Heat barely works too.
To have all the air functioning again, the dealership gave me an estimate of $1440. A new problem has also arisen with the car. The wipers do not work properly. Sometimes they refuse to shut off. The cost of the repair for the wipers to function is unknown at this time that this complaint has been written. Because of all the problems the car had, it mostly sat at home while I drove my parents' vehicle when they were not using it. I would have repaired the car sooner, but I had waited until I had spring break as the car would be in the shop for repairs five days. I stayed at a friend's house during that time, and she bought me to and from work. This way, I could avoid paying for a rental car while his car was at the shop.
There are the interesting things to note: Alex of Prestige Motor Works refused to give out the repair report as promised. If Prestige Motor Works did inspect the car fully as Alex claims, then they would have discovered the radiator leaks and the oil leaks. They would have also known that the air, the heat, the air conditioner, and the CD player do not work. I feel that Prestige Motor Works concealed all the problems from me. If Prestige Motor Works had inspected the car, then they should have seen the problems and fixed them before selling the car to me. If Prestige Motor Works could not find all these problems, then they did not want to find them. It cost me $2039.58 to have my car diagnosed and the radiator leaks & the oil leaks repaired. The total would come to $2126.46, if the cost for the tire was added. Now adding the price for the air/heat/conditioning repairs, the grand total would be $3566.46. I would like to be reimbursed for all the repairs, as I would have never bought the car had I known about all car's issues.
Record of emails to Alex:
March 1st - my friend wrote to Alex telling him about major radiator leak and asking for the mechanic's report on the 1997 Buick Rivera.
March 2nd - my friend asked for the report again.
Record of phone calls to AVP Warranty:
My friend called the claims office at 1:57 pm on Feb. 28th 877.428.7252
Chuck called my friend at 3:07 pm on Feb. 28th 816.389.6313
My friend called the claims office at 4:15 pm on Feb. 28th 877.428.7252
Chuck called my friend at 4:24 pm on Feb. 28th 816.389.6313
The discussions were about the warranty, as which at that time, AVP stated that they never had any record of my warranty, and Chuck asked my friend to fax the warranty. She tried, but every time the fax machine stated either "line busy" or "no answer." My friend also spoke to them on the next steps to get the claim started... Which they said that nothing that was being repaired was covered.
Record of phone calls to Prestige Motor Works:
My friend called Gleb about car problems at 1:31 pm on Feb. 28th 630.780.6439
My friend called Gleb about warranty at 3:13 pm on Feb. 28th 630.780.6439
BBB Processing
04/02 web BBB Case Received by BBB
04/03 rdd BBB Accredited Business Case Reviewed by BBB
04/03 Otto EMAIL Send Acknowledgement to Consumer
04/03 Otto MAIL Inform MIP AB of Case
04/14 WEB BBB RECEIVE BUSINESS RESPONSE: Contact Name and Title: Alex Tovstanovsky, GM
Contact Phone: (630) 780-6439
Contact Email: xxxxx
[This below is Prestige Motor Works' response to the BBB complaint above.]
As per the consumer's complaint, there are a number of inconsistencies in the claim. First and foremost, the claim does not mention how many miles were driven on the vehicle in the two and a half months since the vehicle was purchased. The consumer lives in Minnesota and drove the vehicle over 420 miles the same day. No issues or problems were brought to the dealerships attention until weeks later. Secondly, a copy of our inspection report was faxed to the consumer within 7 days of them requesting it. However, all matters aside. This was a used vehicle purchased over $1,000 under NADA retail. The customer was informed that it was not a "Perfect" car in "new condition." Any and all known problems and deficiencies were disclosed as they are with all of our vehicles. The statement: "talked [me] into buying the Assured Vehicle Protection (AVP) Warranty for $150, " is also not accurate. We at Prestige Motor Works inspect every car we sell and offer a FREE Powertrain Limited-Warranty administered by AVP included in the price of the car. All of our prices are no-hassle, no-haggle. However, we do offer customers a right to waive the warranty in order to Save $150. This is the only Discount we ever provide on any vehicle. It is never an added cost that we "talk" people into.
In addition, AVP (Assured Vehicle Protection), has been a great servicer and an excellent warranty administrator. They always pay all legitimate claims in a timely and efficient manner. AVP, has never denied any legitimate claim for any of our customers, and when a claim was questionable, AVP sends out their own independent adjustor to inspect a vehicle. From the perspective of Prestige Motor Works, at the dealership level, we can help to contact AVP and attempt to aid in a timely resolution of your claim.
However, Prestige Motor Works, cannot and should not be held liable for AVP refusing to cover repairs on a vehicle, as the Limited Warranty is serviced and administered by AVP and not Prestige Motor Works. We do all of our due diligence to make sure every vehicle we sell is safe and reliable. Some used vehicle will have some inherent imperfections ie. Bad fuel gauge, broken radio knob, worn tire etc.in all cases, when we are aware of any such problems they are either fixed by our repair facility, or disclosed to the customer. The only instances that these issues are not fixed, but simply disclosed is if a vehicle's safety, reliability, or drivability is not affected. We notify the consumer of the imperfection, and it is their right and responsibility to make any improvements to their used vehicle.
Lastly, in this instance, we do not feel that it is fair to file a complaint against the dealership in an attempt to obtain funds to turn a used car into "off the factory floor, brand new condition, " vehicle. We recommend that you contact AVP for any necessary covered items, and the dealership will aid you in any way possible to help these problems get repaired by the warranty company. Feel free to contact the dealership with any additional questions or concerns. My direct number is: (630) 780-6439-Alex
04/16 OttO EMAIL Forward Business Response to Consumer
04/16 WEB BBB RECEIVED CONSUMER REBUTTAL: (The consumer indicated he/she DID NOT accept the response from the business.)
[This is my response to PMW's response above]
Prestige Motor Works are the ones who are inconsistent, not me, as I can back up my claims. I had never received a fax from Prestige Motor Works (PMW). If they did send it, they would have received a document from their fax machine showing that it was sent successfully. I would like to see that document as their proof to their claim.
Second of all, the mileage on the car when purchased was 127,975 as stated on the AVP warranty certificate that PMW gave me. The reason that I did not complain right away was because I was trying to figure out what all the problems were with the car. I wanted to have answers first before I complained. Since I was busy in school, I waited until Spring Break to have the car looked at. (I can send a copy of my college schedule for proof). The invoice for the car repair at the Buick dealership shows that the mileage was 129,514 on March 12th, so a difference of 1539. Nearly a third of that mileage was from the drive from Chicago to home - about 412 miles. Friends can concur about my car complaints soon after I bought the car.
PMW states that "No issues or problems were brought to the dealerships attention until weeks later." But that is wrong. I picked up the car on Feb. 18th. My friend called them on my behalf on the 28th of Feb to complain. So that's 10 days later, not weeks later. A record of phone calls can be given as proof.
PMW also states that "Any and all known problems and deficiencies were disclosed as they are with all of our vehicles." But they ONLY told me that the gas gauge was bad. That was all. I had a friend with me at this time, who is a witness to this discussion.
This is why we had asked for the mechanic's report, which they said that they would send, but was never received by us.
Yes, PMW did talk me into buying the worthless $150 warranty. Again, my friend was a witness to this.
When my friend spoke to AVP four separate times on Feb 28th, they NEVER said they they would send out an independent adjustor.instead, they told her to bring the car to a ASE certified mechanic, which she did after telling them which one, and to have the Buick dealership call AVP, which they did. The Buick dealership states that AVP refused to cover any of the repairs.
PMW states that "In all cases, when we are aware of any such problems they are either fixed by our repair facility, or disclosed to the customer." Okay then, then why was the car allowed to leave the lot with so many problems? None of this, other than the gas gauge, were disclosed. If the mechanic had done a thorough job, all these problems would have been spotted.
If PMW is in connection or business with AVP, PMW should make sure that AVP follows through with claims, otherwise AVP's bad business practices also makes PMW look shady.
The complaint of PMW was filed because PMW didn't send the fax, PMW sold a car full of problems, and PMW was ignoring our complaints in the first place. PMW also sold me a worthless warranty that doesn't do anything about the claims given to them.
This complaint was filed to make the car SAFE and RELIABLE to drive. Not for "off the factory floor, brand new condition" as PWM states. Still, I am unable to drive the car when it rains, because, STILL, there is no air flow in the car to keep the windshield from fogging up. That is extremely dangerous. This problem will only become worse once it's Minnesota winter again.
If PMW thinks that they can get AVP to cover all or some of the invoiced repairs, fine. PMW should get started on this then. But this complaint will stay open until some or all the money from the repairs have been reimbursed, as PMW has ignored us in the past, so I have a hard time believing them now. This complaint will be closed only after a reimbursement of some sort is received.
PMW can call AVP and tell them to contact the Buick dealership to receive the invoice for the repairs on my car.invoice number is CVCS40xxxx. Customer number is 11xxxx. Date of invoice is March 12th. The dealership's phone number is 763-xxx-xxxx. Their fax number is 763-xxx-xxxx. PMW and AVP can work together to get this mess sorted out. I look forward to a resolution on this matter.
04/17 rdd MAIL Forward Consumer Rebuttal to Business
04/30 OttO BBB No Response from Business re: Consumer Rebuttal
04/30 rdd MAIL FINAL NOTICE TO AB - NO RESPONSE TO REBUTTAL
05/01 rdd BBB RECEIVED BUSINESS' RESPONSE TO REBUTTAL:
[PMW responds to my complaint above 13 days after the complaint was submitted to them]
As per this complaint. A copy of the report was faxed to the customer as requested. Due to the long length of time, we cannot reprint a copy of the confirmation page. However, we would be glad to refax the inspections report. We have contacted AVP, and they advised us to have the customer to call again and open up a claim in order to have any covered components repaired.
05/01 rdd EMAIL Send Business' Response to Rebuttal
05/12 WEB BBB CONSUMER REJECTS BUSINESS' RESPONSE TO REBUTTAL: (The consumer indicated he/she DID NOT accept the response from the business.)
[Here is my response to PMW's comments above]
As of today, May 12th, we still have NOT received a copy of the fax report. They should email or send it via "snail" mail. The fax machine has been turned off since it's also a regular land line. A letter, a copy of the BBB complaint, and the invoice from the dealership was sent May 2nd to AVP. As of today, we have not heard from either Prestige Motor Works or AVP. We would like our $150 back for the warranty and to be reimbursed for the repairs to the vehicle.
05/15 rdd MAIL Forward Consumer Rebuttal to Business
05/28 OttO BBB No Response from Business re: Consumer Rebuttal
05/29 rdd MAIL FINAL NOTICE TO AB - NO RESPONSE TO REBUTTAL
06/04 WEB BBB RECEIVED BUSINESS' RESPONSE TO REBUTTAL:
[PMW responds 20 days later. Here is what they are claiming]
As per our conversations with AVP and via email with the consumer. AVP, is denying all of the claims for repair to the vehicle due to the components replaced by the consumer not being covered under the service contract. As to receiving a refund for the warranty, the consumer needs to contact AVP in order to cancel the service contract, at which point they will be given a prorated refund of they're service contract. AVP and Prestige Motor Works are different companies. Prestige Motor Works is not a warranty administrator and any complaints against AVP should be directed towards AVP, not Prestige Motor Works. Prestige Motor Works does our full due diligence to make sure that all vehicle are safe and road worthy at time of purchase. The vehicle in questions had no problems driving hundreds of miles to the consumers residence.
06/05 rdd EMAIL Send Business' Response to Rebuttal
06/07 WEB BBB CONSUMER REJECTS BUSINESS' RESPONSE TO REBUTTAL: (The consumer indicated he/she DID NOT accept the response from the business.)
[Here is my response to PMW's claim above. Here's where it gets interesting]
We just spoke with Justin at AVP at 4:14 pm on June 7th, phone number 877-428-7252 and he states that there is ONLY a 3-3 Limited Warranty on file for Patrick Duff's car. That warranty is expired, but that doesn't matter as that 3-3 warranty NEVER costed $150. Justin states that 3-3 warranty is offered for FREE. He also states that there is NO service contract on file for Duff's car. He says that he doesn't know why Prestige Motor Works charged us $150 for a warranty that is free. He told us to talk with Prestige Motor Works.
Again, Prestige Motor Works is lying about me never having any problems with the car. As stated in previous discussions with him and in this report, problems were reported back in February. The car was sold unsafe, as stated previously - reasons were given as to why this was. The $150 should be refunded immediately.
[As of today, I still haven't received that mechanic's report, the last email sent to PMW was June 4th was ignored, and no reimbursements have been made. I plan on buying a different car soon as this one needs too many repairs which were not disclosed. Again, I am NEVER buying from Prestige Motor Works EVER].
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