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: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.

• Initial Complaint

  Date:01/27/2024

  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.

  purchased a used vehicle from a dealership with an extended warranty on 11/29/2022 through ******* at the dealership. They voided my warranty due to repossession. The vehicle payments are in good standing and have been the entire time. They have 2 separate contracts under my name with different contract numbers. One has my signature, the real one, and one does not. One of them stated it was due to non payment. It’s auto withdrawal and they’re the ones that stopped the withdrawal. I did not. My truck has been I. The shop since 12/29/23. I am having to borrow gas’s guzzlers to get to work. I have been on the phone with for a month straight and get transferred from one person to another. They all seem confused. They won’t reinstate my warranty and I feel this is very unjust. Someone with this company hit the wrong button but I’m the one suffering for it. I want my warranty reinstated.

  Business Response

  Date: 02/09/2024

  Please see attached response. We request this communication with the consumer remain private and not posted publicly. 

• Initial Complaint

  Date:10/31/2023

  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.

  I bought a 2016 Chevy Cruze in February 2023 and I bought extended warranty with first automotive to assure my car could get large repairs covered while I was paying on the car. My car is at ****** ********* in Redding ca with a bad motor. I took it in a few months ago for an oil leak. It could not be fixed so they said it had to have another motor put in. The motor the warranty company sent was bad. The dealership told them it was bad but they said put it in anyway. Now my car is down again, after leaving me stranded while driving to weed, California. Had to have it towed back to the dealership 70 miles away. It has been an ongoing problem since august and the first automotive is refusing to approve a decent motor for my car. They won’t even approve a rebuilt motor from Chevy that the dealership is recommending. I paid a lot of money for this warranty and I’m not getting my car fixed with reliable stuff because they refuse to pay for it.

  Business Response

  Date: 11/10/2023

  Please see attached response. First Automotive Service Corp requests this communication with the consumer remain private and not posted publicly. 

  Customer Answer

  Date: 11/13/2023

  Complaint: 20805403
  
  I am rejecting this response because:
  
  They sent a bad motor to be put into my car….the dealership even told them it was bad and they made them put it in anyways, and I’ve already had to pay out of pocket to have a part replaced that with the “crappy” motor they sent. And their representative hung up on me when I called about the part that messed up
  
  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:10/22/2023

  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.

  Thank you, your staff in advance for taking the time to help with resolving this matter. I purchased this vehicle on 11/3/2022 at *** of which advertised First Automotive Warranty to me stating if anything happen they would replace or repair the vehicle. That has not happen the warranty company is using a old tear down ideal that No shop to date for the most part use. Because they have computers now to put your, my vehicle on a computer and it will tell the mechanic what is wrong with any one vehicle. So, ******* Automotive did the tear-down after explaining while First Automotive took pictures to show his work. But, have not as of the email released the pictures just stated to me the shop didn't understand tear-down and give a email that do not work. So, I paid the shop and asked Chevrolet the maker of the vehicle to estimate cost and what is a tear-down. The maker of the vehicle understand tear-down. But, I was told again by a manager name **** the maker did not understand tear-down and I would have to pay a $1004.00 cost for something First Automotive states the maker of the vehicle didn't understand only to be told I guess, the engine is not a covered-part when the enclosed contract states it is. I have done my part called First Automotive, paid over $100 for a deducible and tear-down vehicle did not need to find out what was wrong with the vehicle and what caused it's engine light to come on. Have asked for pictures so, please ask again for pictures. I'm elderly and I have doctors appointments I have to attend therefore, I need my vehicle since I'm still making monthly payments. I greatly appreciate any help you, your office can give in resolving this matter. I see so many other people who has this or similar problems with this company not that there is not others. But, I have never had this problem and have other warranty companies normally the shops(*****) can get the cost of covered items that it talks about in contract . This company should not be advertised to anyone else in the country..... Again Thank you, ***

  Business Response

  Date: 11/09/2023

  Please see attached response. We request this communication with the consumer remain private and not posted publicly.

  Customer Answer

  Date: 11/15/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  Mrs. *** ******

   

  [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] My reason is I and ******* **** have already done the required things asked of use in the section B and more of the warranty/contract.  I have tried to bold and write in blue how things in the letter seem to me.  Example: We were asked to agree to a disassemble of my hold engine to the point of failure OR is written in contract (diagnostic) where a computer tell mechanic with computer codes.  What the failure to the vehicle is (******* did them both) because that is how they make their money. I have enclosed the codes most licensed people use to date.  FASC show do nothing less than pay ******* for the Repair to work on my vehicle or pay off my vehicle which is about $10,888.00

  Business Response

  Date: 11/27/2023

  Please see attached response. We request this communication with the consumer remain private and not posted publicly.

  Customer Answer

  Date: 11/30/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  Mrs. *** ******

   

  [My reason is I need my vehicle replaced OR repaired at no more cost to me.  I have already paid ******* for a Diagnostic Code that FASC have asked for and I believe since ******* did all the diagnostic work.  Which I have enclosed ******* didn't wait for about two weeks and only remove the oil cap when FASC inspector came out on Aug 22 according to FASC letters.]  I have therefore enclosed ******* diagnostic codes which will tell any licensed shop what the point of failure is with my vehicle.  FASC do what is right replace or repair the vehicle allow the inspector to read the enclosed codes.

  Business Response

  Date: 12/11/2023

  Please see attached response. We request this communication with the consumer remain private and not posted publicly.

  Customer Answer

  Date: 12/15/2023

  Complaint: ********
  
  I am rejecting this response because:  Why is First Automotive refusing still to pay for repair OR replace my vehicle? After

  writing in all 3 letters themselves (Admitting) to the BBB that I paid for both diagnostic and teardown.

  What is to keep First Automotive Corp from saying Chevrolet has not giving codes of Diagnostic, estimate of teardown and a very high cost of my vehicle.  

  I have already paid as all the letters stated First Automotive Corp should have to pay for any more estimate, diagnostic and teardowns.

  
  
  
  Regards,
  
  Mrs. *** ******

   

  [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]

  My reason is above also: First Automotive Corp would have BBB and I to believe they(Mr. ****) is Now willing to work with **** ***** ********* who's manager she could not get FAC to believe she understood teardown.  And whom we all know All Chevrolet Cost much, much more money than  *******.  Since in all the letters First Automotive states they are willing to pay only a reasonable cost.

  Again How much is Chevrolet reasonable cost now after 3 letters?  The codes will tell any obligor what is wrong with the vehicle.  The Warranty/Contract states teardown OR diagnostic not the word AND

  And we all know I do not have extra money to keep getting license facilities to say and send the same CODES to a bad engine,

  This is Not good business and First Automotive know it Replace OR repair the engine in the vehicle

• 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.