Complaints

This profile includes complaints for First Automotive Service Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  First Automotive Service Corp.

  2400 Louisiana Blvd NE Bldg 4 Ste 100 Albuquerque, NM 87110-4329

  
• 

  First Automotive Service Corp.

  PO Box 30250 Albuquerque, NM 87190-0250

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2013 Jeep Wrangler Unlimited Sahara with a service contract administered by First Automotive Service Corporation. On September 12, 2025, I brought the vehicle to ********* (licensed Jeep dealer) for engine issues. The warranty company acknowledged the claim the same day.
  
  On September 18, I was told an adjuster would be assigned, but no one came. ********* was later instructed just to take photos, causing unnecessary delays. On September 19 and again on September 26, I requested escalation to a supervisor. No supervisor ever contacted me, and I was told no one could approve direct rental coverage.
  
  On October 1, I was informed the claim was finally approved for an engine replacement, but the engine chosen requires a 10-day shipping delay. Which delivery would be on the 11th. One day before 30 days. Where the contract states paid out by 30 days. Despite this, I was only granted 7 rental days at $30/day, even though the least expensive local rental is $50/day. I was also left without transportation from September 12–29 and October 8th until my car is completed and returned to me.
  
  These delays have left me paying on a car loan while I have no use of my vehicle, forced me to spend significant time coordinating between ********* and the warranty company, and caused me financial harm. As a breast cancer patient, I have had to delay treatment because my money & energy have been diverted to gas, borrowed vehicles, and repairs to borrowed vehicles.
  
  Desire:
  Immediate payment of the approved engine replacement in full, no later than October 12, 2025, per the 30-day obligation in the contract.
  Rental coverage at the actual local rate of $50/day (not $30/day) from September 30, 2025
  Loss of use reimbursement @ $18.70/day- no transportation due to their delays.
  Reimbursement for my time spent managing this claim (rate $24.5/hr @ 20 hours).
  Written acknowledgment of their mishandling of escalation requests and delays, to prevent this happening to other consumers.

  Business Response

  Date: 10/13/2025

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.

  Customer Answer

  Date: 10/14/2025

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

  I am not satisfied with the business’s response. My out-of-pocket costs have not been addressed, and their attorney’s claim that I “chose to wait” and that they do not control supplier inventory is inaccurate. I had no choice but to wait while the company delayed sending an adjuster and then waited on parts from their preferred supplier.

  
  

  The contract requires that I use a licensed dealer; in the case of my Jeep, this was *********. ********* had the part available within the same week, but at my expense. If their chosen supplier could not provide timely shipping, they should have sourced the part elsewhere to keep the process expedient and minimize the harm to the customer.

  I am requesting reimbursement for:

  
  

  Rental vehicle at the actual local rate of $50/day (not $30/day)

  
  

  Refund of the deductible I already paid ($189 + tax)

  
  

  Waiver of the $250 deductible balance still being billed

  
  

  These costs are a direct result of delays and mismanagement in the claims process, which left me without transportation through no fault of my own. My requests are fair, limited, and represent the minimum needed to make me whole.
  
  
  
  Regards,
  
  
  
  ******** ******

   

• Initial Complaint

  Date:09/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having transmission problems with my 2015 chey malibu which i purchased in 2021 also payed for an extended warranty for 5 yrs. *******. Hasn't been 5 yrs or the milage limit. I found out yesterday that my warranty only covers $2000. How is that possible? I have all my documents i can send to you but I want a explanation about this. If stuff like this isn't covered why do you lie about what its for?

  Business Response

  Date: 09/23/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer Answer

  Date: 10/03/2025

  This isn't what we were told. It was an extended warranty bumper to bumper I have the paperwork for this. This place does nothing but cheat people out of there money. 

  I'm sending you a copy of what we were told was a warranty by ********* Ford

  Business Response

  Date: 10/06/2025

  Please find attached response. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

• Initial Complaint

  Date:09/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Call to them to ask if my warranty covers muffler they said yes so I to my vehicle to shop and then they change their mide saying that they make a mistake and its not covered and now I have to pay $300 to shop so i am asking for $300 reimbursement to me or pay it directly to shop

  Customer Answer

  Date: 09/19/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: On the phone you told me it's covered that why I spend all this money. If you have better train stuff and did not provide false information this problem would never happened. Since you one who provide wrong info I would like to get reimburse $300 for money that I spend. I am not asking for any more money or any money for inconvenience or money for rent a car just what I spend at dealer and for towing. Thank you
  
  
  
  
  
  
  
  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

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 16, 2025 my car was towed to ****** automotive in pascagoula, MS. the vehicle has been sitting there ever since. the transmission is bad and I am asking the warranty company to fix my car.

  Business Response

  Date: 08/11/2025

  Please
  find attached response. We respectfully request this communication remain
  between the consumer and not posted publicly.  Thank you.

  Customer Answer

  Date: 08/13/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: today is August 13 2025 as of 5:28 CST, the transmission has not arrived. I called and spoke with an agent on Friday August 8. The agent's name was ******. I was informed that the transmission shipped on the 7th and would arrive on the 13th.
  
  
  
  
  
  
  
  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]

  Business Response

  Date: 08/15/2025

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.

  Customer Answer

  Date: 08/20/2025

  [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.]
  
  my car sat from june until today (the 20th of august)  while i understand nobody was out of transportation other than myself, the business should factor this when procrastinating with customers claims. i consider this issue closed
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called for a tow truck for a week now. The extended warranty company is supposed to be covering the aforementioned tow. The warranty company keeps giving me a phone # to get said tow they cannot find any account or information on me or my vehicle. They continue to suggest I pay for the tow myself, & are refusing to pay for services I've already paid for.

  Business Response

  Date: 06/23/2025

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.

  Customer Answer

  Date: 07/11/2025

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

  I still haven't received my tow, rental car, & my engine hasn't been replaced with a new/comparable operating engine. My shop of choice is Slate Valley Automotive in Granville, NY. They are charging $125 to test my engine to determine the next steps. I need a rental car as soon as my truck is picked up as the truck is my only transportation to work, & I will be fired if don't go.

  
  
  
  
  
  
  
  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]

  Business Response

  Date: 07/11/2025

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB Complaint Description
  
  > I purchased a 2017 Dodge Grand Caravan in December 2023 with an extended service contract through First Automotive Service Corporation (Contract #************. In January 2025, the vehicle began experiencing serious intermittent electrical issues. Despite taking it to three certified repair facilities, no diagnosis has been confirmed due to the sporadic nature of the issue.
  
  I contacted First Automotive via their provided claims email (*******************) on June 8, 2025, requesting support with the ongoing problem and asking for help with diagnosis authorization, technician referral, or policy guidance. As of today, I have received no response.
  
  I am still making payments on the vehicle while also paying for a rental car, which has created significant financial hardship. The lack of communication or assistance from the warranty provider is unacceptable.
  
  I am requesting either:
  
  1. Assistance coordinating advanced diagnostics through a qualified technician,
  
  
  2. Authorization for exploratory diagnostics despite no firm diagnosis,
  
  
  3. Or clear instructions on how to proceed under my contract when a covered component failure cannot yet be pinpointed.
  
  
  
  I have made every effort to resolve this responsibly and in good faith, and I ask the BBB to help facilitate a response and resolution

  Business Response

  Date: 06/17/2025

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty when I purchased a new vehicle and they’ve been paid in full. However, after driving the car for about two weeks, the engine light came on, and I took it to the shop and it’s been sitting therefor the last six weeks.. the shop says they’re waiting for them to send out an inspector for they can replace the engine. I paid two payments on a car that is sitting at a shop waiting for the warranty company to do their job. I feel that for the $1888 they were paid They should have done something to approve this repair by now.. The shop has called them. I have called them and all we’re getting is the runaround.. At this point I feel that the issue should be handled better and they should not be dragging their feet. We bought the car on March 28th and it has been in the shop since the middle of April.

  Business Response

  Date: 06/09/2025

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.

  Customer Answer

  Date: 06/10/2025

  Complaint: ********
   
  
  I am rejecting this response because when I bought the car and in every conversation I’m have had with the “warranty” company I have been told and referred to it as a warranty and no one has corrected me. Who would buy a car with a warranty if they knew it wasn’t an actual warranty. I was told this would protect me in case of a break down and so far it has only cost me time and energy. Also, the repair they will pay for could have been the reason it was overheated which would mean it is on them as well. I feel like I have been scammed.
  
  
  
  
  
  
  
  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]

  Business Response

  Date: 06/16/2025

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2011 Subaru Forester, 61,950 miles, on 12/26/24 “as is”. Contract included First Automotive Service, Albuquerque NM, for Extended Warranty “Basic” Service’ ($2,027 premium). We took possession of the Forester that day.
  1/12/25, all dash system warning lights (red) came on, and flashed intermittently. All fluid levels, fuse, exhaust, gas cap issues were checked and acceptable. On 1/19/25, transmission stuck at 3d gear. I contacted FAS on 1/22/25 to notify them of issue. Vehicle towed to different Service Provider. Service Provider notified FAS of repair estimate on 2/5; estimate was immediately rejected by FAS. FAS insisted on obtaining part themselves (Supplier ID still not known - FAS unwilling to disclose). Replacement transmission received by Service Provider on 3/7 and installation completed on 3/11. Test drive and inspection successful. After parking at service overnight, a leak was discovered and FAS was contacted by Service Provider. On 3/14, FAS advised Service Provider to send pictures of leak to Supplier, who would then advise FAS what to do (??!?)
  I contacted FAS on 3/17. Claim “supervisor” for FAS, ***, indicated that he would immediately follow up with Supplier. As of 3/21/25 neither I nor Service Provider have heard from FAS or parts Supplier. I published this information on FAS website – of course, no response.
  As of April 4, there has been NO RESOLUTION regarding payment for repair of the leak. The only determination was that no other available comparable (consistent mileage) transmissions available. FAS is apparently unwilling to pay for 100% of the repair of the leak; they have contacted Supplier and Subaru warranty departments for contributions.
  68 days with NO CAR; 2 car payments and 3 months insurance paid for vehicle we do not even have in our possession. BTW, Car rental in policy of $150.00 is useless, as would only cover 3-4 days; Tow reimbursement of $50.00 does not cover 1/3 of the $160.00 tow bill.

  Business Response

  Date: 04/25/2025

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently bought a 2016 ford f150 lariat that came with the superior protection plan through first automotive service corp. only having the truck a month it developed a misfire(didn’t even make it to its 2nd oil change) ultimately needing a new engine, this company is refusing to pay for a unnecessary engine tear down when the ford dealership( who they told me to take it to) told them the issue, they even had their inspector come out and confirm the problem. i have had the truck for a MONTH, this is ridiculous and very predatory marketing.

  Business Response

  Date: 04/18/2025

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.

• Initial Complaint

  Date:03/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2019 Chevy Colorado and purchased the GAP insurance. Only a portion of the remaining balance on the loan was paid. They refused to pay over $2100 when the policy states they will cover the remaining loan balance once the car insurance pays out.

  Business Response

  Date: 04/04/2025

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.