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:10/11/2023

  Type:Product 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.

  My wife and I purchased a 2010 GMC Terrain from ***** **** in Charlotte, Michigan back in November 2022 and had it financed through ****** **********. Part of the financing required the purchase of an extended service plan from First Automotive Service Corp. Within a month of owning the vehicle, we started experiencing engine problems and took it in to ***** **** to have the issue diagnosed. ***** **** determined that the engine had been blown and that the rod were running at 70%. As a result the vehicle needed the motor replaced. We contacted First Automotive Service Corp and they were made aware of the issue by the dealership and that ***** **** need to do a full teardown to determine the cause. After 3 weeks of waiting, the cause was found and ***** **** wanted to order a new remanufactured motor for the vehicle. First Automotive Service Corporation decided that they would rather put a used motor that had 124,000 miles on it into the vehicle against the wishes of ***** **** and even sent the wrong motor. The used motors for this model of GMC Terrain were known to be faulty and the issues were corrected in the new remanufactured motors. Two weeks later in January 2023 we received the vehicle back with the motor replaced as it took that long because First Automotive Service Corp send a motor that had an incompatible setup with our vehicle. In August 2023 we noticed the replacement motor was having the same exact issues as the original motor so we believe this motor is blown as well. We have been instructed by First Automotive Service Corp to take the vehicle in to have it diagnosed as a warning light has lit up on the dashboard and the engine has almost stalled on my wife and I 3 times. We ask that the BBB step in and request that First Automotive Service Corp replace existing motor in our vehicle be replaced with a new remanufactured one so we do not experience any more engine troubles.

  Business Response

  Date: 10/23/2023

  Please find the attached response. FASC request that communications with the consumer remain private and not posted publicly.  

• Initial Complaint

  Date:09/20/2023

  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 transcription, see attachments]
  
  Everytime we take the car into the dealer for repair they charge us $137.00 for a diagnostic test then tell us that the warranty doesn't cover that part. This has happen twice now this time there dealer is charging us $1500.00 for the diagnostic test. They said maybe the warranty would cover it but if not I would have to pay it. I make $1200.00 a month. I'm retired and on a fixed income I can't take the chance of them not covering it. So we been without our car for two month. I'm 76 years old my wife is 62 and we been walking back and forth to our doctors appointment. On August 18th my wife had colon surgery and at 400 AM were walking to the hospital to get there by 6:00AM

  Business Response

  Date: 10/03/2023

  Please find attached the First Automotive Corp response to the complaint. We request our communications with the consumer remain private and not posted publicly.

• Initial Complaint

  Date:09/06/2023

  Type:Product 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.

  They did not refund the correct amount of my GAP insurance money after I paid off my vehicle like 3-1/2 or close to 4 years early. And can't get anywhere with the bank (**** bank)
  I just want the correct amount of GAP insurance refund back,they issued a check for $85.00
  for like 4 years of GAP insurance. There is no way that is correct!

  Business Response

  Date: 09/12/2023

  We request our response not be publicly posted.  

• Initial Complaint

  Date:07/13/2023

  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.

  I tried to contact First Automotive to see what my contract covers but I can’t seem to find any information and when I sent and email, I get no response. I am looking to see if I can cancel it somehow or see if my current coverage is worth it.
  I signed up through a dealership two years ago and they told me to contact First Automotive

  Customer Answer

  Date: 07/18/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I still have not been given a response to my personal email even after filling out the form on two separate occasions. The first time was 2 weeks ago, and the second was last week.
  
  
  
  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:07/07/2023

  Type:Order 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.

  My husband and I purchased a vehicle from an individual that held a service contract from First Automotive. The contract number is **** *********. The vehicle transfer date is 4/20/2023. According to the service contract "how this contract maybe transferred" section, the transfer of warranty request "must be submitted within fifteen (15) days of the change in Vehicle ownership. We mailed the transfer request paperwork with $50 transfer fee to ******* ******** *********** on 5/11/2023 but never received a response. Fast forward to today 7/7/2023, we called ******* ******** to inquire about the transfer and was told the request was denied and nothing could be done.
  
  The transfer instruction in the contract is vague which led us to believe that 15 days of change in vehicle ownership means 15 BUSINESS days. Despite providing the address of the new owners, the contract transfer denial letter was sent to original contract holder leading to a delay in communication. And it's unimaginable the reason why the transfer instruction was hidden in the middle of 12 pages of the service contract. All the above just seems like a scam that is a gross disregard of consumer protection laws.
  
  I would like to get this contract transferred to us as the new owners of the vehicle to not void it's original value of $3,035.

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am reaching out to the representative of ******* ******** ************ ****** ******* separately to follow up on the specifics regarding this complaint. 
  
  
  
  Regards,
  
  
  
  ******* ***

• Initial Complaint

  Date:06/05/2023

  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.

  I have an extended warranty with the company. They made me take my truck to selling dealer to get serviced but it’s been a month now and they haven’t come out to do the inspection and approve repairs. That 2 shops have said need to be done

• Initial Complaint

  Date:06/01/2023

  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.

  Got a protection warranty thwy refuse to call the mechanic at the ford dealership tp get requierd information. Ford has never delt with thwm before and are not onnthiwr list of approved providers but they state it can be takennto any certified mechanic. Im requesting thwy call the service cwnter ive choosen to even see if the repqir for the axel is covered. So i can fogure out what we need to do next because we just got this car and we are alreqdy fighting qith the used car dwqler over othwr iasues they said they would fix but hqve not. Qnd if we canclemit the6 wont guve us thw moneny back but will send ot to the deqler qnd they wqy things are going roght now of we did thqt the deqler wpuld probably never give us the monwy backnto get thebossues fixed with thw ar qnd qpuld want to put itbtoward the car to kwep that money whe its enough to fix the issues with the car amd get it road legal if we cancle it

• Initial Complaint

  Date:05/16/2023

  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 for my 2017 automobile. I read through contract and did what I was supposed to do to get a reimbursement. First I was disconnected twice. Then I got a rep, and was told to go ahead and get my tire replaced. The tire repair guy tried calling and was put on hold for over 13 minutes and he hung up because tell me he wasn't going to wait any longer that he needed to get back to work. Now I'm trying to cancel and the same thing happened, I was disconnected once and then put on a hold for more than 20 minutes at which point I hung up and I'm going to just put it in writing and eat the $120 that they were supposed to reimburse me for my tire okay it's not worth it to waste any more time

• Initial Complaint

  Date:04/26/2023

  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.

  On, about May 15, 2020, upon making a purchase of my current
  vehicle, I was required to have a co-signer. When I chose my
  sister, they placed the loan and vehicle in my sisters name,
  however, also informed both of us that I would be listed on the
  contract as co-owner, but that did not occur. They also sold us a
  tire repair-replacement contract for $1000. When I attempted to
  have my tires repaired via this contract, both the dealership and
  the Company "First Automotive" they stated they wouldn't be
  able to repair my tires under the contract because a certain box
  was not checked, when I was assured the contract covered ALL
  repairs. When I tried several times to reach anyone at the
  dealership or First Automotive, they would just pass it off to each
  other. Never received any call backs. They lied from the
  beginning and continue to pass the buck and my calls

• Initial Complaint

  Date:04/13/2023

  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.

  I called First Automotive in the morning of April 12, 2023 to confirm with the claims department re: my tire/wheel warranty due to my car had a flat tire. I spoke with ****** and he said I can go ahead and have ***** mobile service to come in and fix/replace the flat tire and the amount will just be reimbursed to me since I will be paying out of pocket and he even said it was approved. He also said that the ***** Technician will just need to call them again for the claim. So I called ***** mobile service that morning to schedule the service. ***** Tech came in around 2pm and fixed/replaced the tire. So I asked the ***** Technician (his name is ******) to call First Automotive so I can reimburse the cost of the tire service and as per First Automotive's instructions. So the ***** Technician called around 3pm and he spoke with **** of the claims department and he immediately just turned down the claim because he said we need to call them first before doing the service which I did in the morning when I spoke to ******. **** even said that there was no record of me calling that morning so I talked to **** then I asked him to double check then he said he found the notes of my call but still declined to process the claim. **** from First Automotive was very rude and kept cutting me off when I was talking and did not want to help at all. I was already stressed with having a flat tire and **** made it even more stressful for being rude and not want to help. It seems that this company just want to get money from their consumers and not deliver and just takes advantage of people. I paid for the tire/wheel warranty when I bought my car because they said that whatever happens to my wheel/tire will be covered by the warranty so not sure why they're declining to reimburse the amount I paid for the tire replacement. This is the worst experience I've ever had with a warranty company my whole life. I did file claims before with other warranty companies and never had this problem.

  Customer Answer

  Date: 05/05/2023

  [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.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They've reached out to me directly and offered a reimbursement. I accepted their resolution, but I wanted to leave this case open until I have received the reimbursement check. 

  Thank you for your help on this matter
  
  Regards,   ***** *****