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:10/02/2024

  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.

  Hello I purchased a 2018 Hyundai Kona SEL AWD 2.0L 4cyl engine on December 16th of 2023 for my son’s first vehicle. I purchased the extended warranty or service contract with these people and I had to pay $1,915.00 to them to get this and here it is now October 2nd 2024, and I never once received any kind of mail from this company stating that I purchased this agreement here is your contract with us and here are our requirements if you expect to receive these benefits. NOPE not a single phone call, piece of mail, absolutely nothing. I am a single parent raising my son on my own and being disabled with a very rare autoimmune disease, we need a dependable vehicle due to all my specialists, treatments, and everything that I need taking care of so I didn’t think twice about it. It was for 24,000 miles or 24 months. Well I could of used some help with maintenance on it that I had to have done to it to make it a dependable vehicle and come to find out my very own vehicle actually came from where I took it to get worked on at my local Hyundai dealership, and a hole in the wall car dealership in the same town sold it off to me. I paid double what that vehicle is worth I have contracts, paperwork from the dealership where I purchased it, and talk about some people who take advantage of those who have no other option but to purchase from them and every time I called for the companies name I was told I would get back a hold of and never heard back. I get one check a month and am a single disabled parent the least this company could do is refund me what I paid the dealership for this service.

  Business Response

  Date: 10/10/2024

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

• Initial Complaint

  Date:09/30/2024

  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 bought an extended car warranty and the company refuses to cooperate, my car has been sitting at the garage since August 29, tore apart, the garage has cooperated and had the vehicle tore down for weeks, the warranty company did an initial inspection and said to tear it down more, remove motor and transmission from car , this was done weeks ago, I have called repeatedly and the garage has called repeatedly only to be told the adjuster will be out in 48 hours, the time passes and he doesn't show up so I call again and am told the same thing 48 hours he will be there, the garage talked to the adjuster today and they stated they would be out before 5, still never showed up again. This vehicle has been ready to be looked at for weeks, I have called and called, they just have excuses and time frames that they refuse to meet ,

  Business Response

  Date: 10/13/2024

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

  October 13, 2024
  
  Re: BBB Complaint No. ********
  Contract Holder: ****** *****
  Vehicle Service Contract No. ***************
  2014 Ford Escape – VIN No. *****************
  
  We are in receipt of the complaint *** ***** filed with your office. This written response is tendered on
  behalf of First Automotive Service Corporation (“FASC”), the service contract administrator obligor for
  Vehicle Service Contract No. *************** (“VSC”). As the administrator, FASC evaluates the proposed
  repairs submitted for coverage by the repair facility, determines what is covered under the VSC and once an
  invoice is submitted, pays the repair facility for the approved costs.
  
  FASC understands a delay for vehicle repairs can be frustrating and inconvenient. FASC makes every effort
  to move through the claim process as quickly as possible. As of the date of this response, both the
  transmission and the engine assembly are in route to Luther Ford. Both components were ordered on
  October 7 and typically it will take 5-6 days to arrive.
  
  Please keep in contact with the Claims Department and ****** **** for updates. Upon completion of the
  repairs, you can submit rental invoices for reimbursement. The VSC provides for reimbursement for
  additional amounts due to delays.
  
  Consumer Support Team
  
  First Automotive Service Corporation
  **** ********* ***** ** * ***** * * ************ ** ***** * ************ * *********

• Initial Complaint

  Date:09/11/2024

  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.

  On August 10, 2024 purchased a used vehicle. checked vehicle out oil and all seemed ok. Drove the vehicle less then 2000 miles for work, started hearing a ticking sound. Took vehicle to a dealership for inspection and found that the timing chain was starting to go. When mechanic checked oil level it was low, which then started the tumbling effect. Spoke with service manger and explained I had a warranty. He called and explained problem and warranty company stated that the engine needed to be completely tore down to find the oil consumption failure. Was advised if previous owners failed maintenance it would void warranty. As of today the company has been advised of the issues and they still want the engine completely tore down to point of issue and then they stated they would send an inspector out to verify that the dealership was correct in diagnosing the issue. The warranty company will not allow any work to be done and at this time I am at approximatley $2000 in cost just to have the motor tore down for diagnosis. This absurd as I know many mechanics who have told me there are computers to tell the issue and tear downs are irrelevant now. The warranty company states that this a me problem and not a them problem. I have had many conversations with them and they continue to blow smoke. The dealership has assured me that they have the problem solved but cannot proceed due to thew warrant company, because if they start repairs it now becomes my cost as nothing was approved prior.

  Business Response

  Date: 09/17/2024

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

• Initial Complaint

  Date:09/11/2024

  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.

  This company offers a ****** **** ******** on the purchase of used vehicles.
  The company does NOT hold true to their end in providing claim money to repairs that must be made. For example, when you go to get a part and they ask what engine do you have, you reply, I have the 3.5l twin turbo. Once you get your vehicle in the shop, the turbo is apparently no longer a part of the warranty and you're on your own. This is snakey, slimy business and they know it, and everyone knows it.

  Business Response

  Date: 09/16/2024

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

• Initial Complaint

  Date:08/28/2024

  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.

  BBB transcribed from hard copy complaint form received via walk-in visit to BBB:
  
  This company signed me up for 2 different type of insurance plans. They lied because when I tried to get a refund on tow service, I was told, that wasn't included in my plan.
  
  I brought this truck; 2015 Honda Pilot Touring on 12-14-24, it had 117204 miles on it.
  The manager's name is; ***** *******, his cell number is ###-###-#### and his office number is ###-###-####.
  *** **** **** ***** set me up for a financing through a company called; ************ ******* ****** *****. Their address is; **** * ******* **** ***** **** ** *****. Their contact number is; ###-###-####.
  I sighed up for a 4-year protection plan, it was; a level 1 and also a plan called Multi-guard Protection Plan. I was told the types of stuff these plans are supposed to cover, and I was also given a price to add these 2 plans onto my policy; $4000
  My truck broke down 7-25-24, I paid to get it towed to a shop to find out what was wrong with it. I was told the starter went out. I do remember talking with the people at the car place, about certain types of stuff that the plans I picked out were going to cover and a starter wasn't included, but road service was. I was told that I would need to pay for the tow service, but after showing the recipe I would get reimbursed. I went in to the car place to try to get the number and information to where I would need to send the tow information too, because the information that had was incorrect; phone number. On 8- 22-24 or 8-24 I called the number the dealership gave me; ###-###-####, I was told road service wasn't included in my plan. After hearing this, it made me look up the car company to see if they had other complaints and if so what were they about. Because I wanted to make sure other stuff I had been told that was supposed to be covered, I wondered were they really covered or was that a lie too, just so they could get more money.
  My deductible is supposed to be $100 any time I get any types of service done to my truck.
  I received two types of books that shows what my coverage would be. They are called; All in 1, protection for your vehicle, it's the Multi-guard Platinum and Xtended Protection level 1 coverage.
  I have read different complaints others have made about this car place, so that's why I wanted to get a case started about them; false advertisement. I'm not really worried about losing the $90 tow fee, I'm more worried about, if my car had an issue and then when I called it in, they tell me the same thing I was told about my tow service thing.

  Business Response

  Date: 09/05/2024

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

• Initial Complaint

  Date:06/27/2024

  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 this extended service product from the dealership. Never filed a claim. Transmission needs to be replaced in vehicle(per **** **********). Had to wait 2 days for an adjuster to show up. They will only cover installing a used transmission in my vehicle with 90,000 miles and no known history on this used part. If I had known First Automotive only wanted to supply used parts with many miles on them, I would never have purchased this. I was rudely told by a supervisor that because my vehicle has 90000 miles, that’s all I get. So they will take the cheap way out and more than likely this used part will fail quickly.

  Business Response

  Date: 07/08/2024

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

  We are in receipt of Better Business Bureau Complaint No. ********. This written response is tendered
  on behalf of ******* ******** *********** ********* *********), the obligor for First Automotive Vehicle
  Service Contract No. ************* *******. As the obligor, Dealers Alliance evaluates the repairs
  submitted by the repair facility, determines what is covered under the VSC and once an invoice is
  submitted, pays the repair facility for the approved costs.
  Upon receipt of the complaint, we reviewed our records and found the following:
  June 24, 2024 - Claim No. ************ was opened with Dealers Alliance by the repair facility, ******
  ****** **** ******* ******* ******** *******). The Dealers Alliance Claims Representative advised
  ****** ****** based on their preliminary diagnosis, Dealers Alliance would require a third-party inspector
  to evaluate the vehicle to confirm the cause of failure (Section H, No. 2). Dealers Alliance also advised
  ****** ******, if the claim is approved, the contract allows the obligor to choose to send out a like kind
  in quality part.
  June 25, 2024 – A third-party inspector evaluated the vehicle.
  June 26, 2024 - Dealers Alliance received and reviewed the inspection report.
  June 27, 2024 - Dealers Alliance informed ****** ****** of the approval for the claim for the replacement
  of the fan/motor assembly and transmissio

  Customer Answer

  Date: 07/17/2024

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

  when I phoned the complainant, they could not specify the history of the transmission they would replace my transmission with ; according to their own words in their own contract “alike part”, if they cannot provide history of the part, how is that a line part? 

  
  
  
  
  
  
  
  
  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: 07/30/2024

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

• Initial Complaint

  Date:05/01/2024

  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 bought a 2010 Chevy HHR in December. I payed for a warranty when I financed the vehicle. The warranty company says they will cover the repair but will not pay what any mechanic I have spoken to will charge for the job. I have been paying out of pocket for a rental for 2 weeks already and I'm about to pay for a 3rd week. I do not have $1000.00+ to pay on top of what the warranty company will pay. I just want them to pay the mechanic to fix the car before my wife loses her job because she can't get to work.

  Business Response

  Date: 05/02/2024

  Thanks for reaching out us. We would be happy to review
  your claim. In order to locate your account, we will need some additional
  information. Could you provide a contract number and/or a VIN number. You can
  also attach a picture of the contract or any related documents to your
  response.

  Consumer Support Team

  Customer Answer

  Date: 05/06/2024

  The vin number is ***************** 

  Business Response

  Date: 05/14/2024

  Please find attached response. We respectfully request this
  communication remain between the consumer and not posted publicly.  Thank
  you.We are in receipt of Better Business Bureau Complaint No. 21654326. This written response is tendered on
  behalf of First Automotive Service Corporation (“FASC”), the service contract administrator obligor for
  Vehicle Service Contract No. *************** ******** As the administrator, FASC evaluates the proposed
  repairs submitted for coverage by the repair facility, determines what is covered under the VSC. Please note
  this product is not a warranty – it is a Vehicle Service Contract.
  Upon receipt of the complaint, we reviewed our records, and they show that a claim for an engine
  replacement was approved. The claim was originally opened by Forest Brook Automotive however our
  records indicated, *** ********** contacted FASC to inform that he removed his vehicle from ****** *****s
  Automotive.
  A new repair facility, ******* **********, contacted the FASC Claims Department to inquire about the
  claim process. ******* ********** informed FASC that the vehicle was not currently at their facility. FASC
  advised ******* ********** that the vehicle must be at their facility before they can open a claim. Once
  the vehicle is at their facility, they would need to contact FASC, before performing any repairs, and provide
  an estimate.
  Currently, FASC is unaware of the status or whereabouts of Mr. ************ vehicle. If Mr. ********** would
  like to move forward with the claim for the engine replacement, he will need to take his vehicle to a licensed
  repair facility (except PepBoys), have them contact the FASC Claims Department before any repairs are
  performed. The repair facility will need to provide an estimate for performing the repair at their facility.
  Once FASC obtains an estimate then we will inform the repair facility of the amount that will be approved
  under the VSC

• Initial Complaint

  Date:04/17/2024

  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.

  Warranty People wanted the motor tore down to where it went bad. Now they will not pay for the tear down or replacing the motor. They said it is my responsibility to pay the whole bill I Authorize for the motor to be tore down. I did not authorize for the motor to be tore. The Warranty People said if the motor isn't tore down to wear it went bad they will not replace it. Now they won't replace the motor and also says I am responsible for the whole bill, the tear down and the labor for tearing it down and even towing of the car to the garage.

  Business Response

  Date: 04/30/2024

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

• Initial Complaint

  Date:04/04/2024

  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.

  This business practices unscrupulous, unfair and deceptive sales tactics. The dealer sold us a used vehicle warranty and the engine failed in the vehicle after only 500 miles. We purchased not 1 but 2 warranties but were told they would not pay as the engine had a pre- existing condition. They said there were metal shavings in the engine which they could not have helped but to have seen because they changed the oil the day it was sold to us. We contacted the dealership when we had to have it towed and they would not do anything. We contacted them again we were told that it was not being covered and again was told there was nothing they could do. We had the vehicle for less than 6 days. I went and talked to the car dealership where vehicle was towed and they said that there was no signs of this being a preexisting condition. The warranty adjuster said that the timing chain adjusters were fully extended but they are not and were not. We have puctures of them. The mechanic fron the dealership talked to the warranty company and they then changed their story and said that it was because it had been driven less than 500 miles it was preexisting. It was driven 494 miles. We purchased xtended care and lifetime powertrain warranty for 2700.00.

  Business Response

  Date: 04/18/2024

  Please find attached the response from ******* ********, the administrator for the Vehicle Service Contract. We respectfully request this communication remain between the consumer and not posted publicly.  Thank you.

  Customer Answer

  Date: 04/26/2024

  
  

  You are correct this has been resolved by the dealer but not by the warranty co. We definitely remain unsatisfied with their resolution. 

• Initial Complaint

  Date:03/15/2024

  Type:Customer Service 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 bought a Chevrolet equinox 2017 in December 1, 2023 approximately three months after purchase the vehicle started having timing chain issues when I realized that I had warranty March 11, 2024 I called the warranty company to see where I was able to take my vehicle to be inspected. I took my vehicle to the nearest Chevrolet dealership to have a diagnostic done to send results to first automotive. The day after in the morning March 12, 2024 First automotive adjuster came out to the dealership to inspect my car as well. After that, March 13 2024, the adjuster submits his report in the morning. From that particular day till now I have heard nothing else we’ve plateaued and now we’re flatlined figuring out if these people are going to approve this claim or not so right now I’m in limbo because I don’t know if they’re not or if they are going to approve it so that I can move accordingly This is a simple repair should not take this long to approve and this is the only warranty that you don’t know who your adjuster is and can’t speak to your adjuster directly that’s fraud and it’s a scam

  Business Response

  Date: 03/28/2024

  Please find attached response. FASC requests that this communication remains confidential and not posted publicly. Thank you.