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: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,   ***** *****

• Initial Complaint

  Date:01/25/2023

  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 car from a dealership out of New Jersey mind you the dealership was like a little Rinky Dink that's why I bought a warranty the warranty is supposed to cover the engine the transmission and all of his drivetrains which includes axles and stuff like that and all the seals that go with it shortly after buying the car I changed the oil after I change the oil I noticed that it had a ticking noise I took the car to the dealership they discovered that the ticking noise and they diagnosed what was wrong with it and they gave me a report to that effect I gave the report to the the warranty company and they said that they want the engine completely taken out of the car it's taking apart the diagnosed why it fails we all know why it fails because the the Hyundai Pistons are currently on recall but the recall for all makes and models of Hyundais and Kias now that being said I understand that I went to the Hyundai dealership Hyundai dealership said it was a piston slap that I should contact the warranty company and have tell them that it was a business slap and show paperwork I did that then they sent me to five different mechanic shops and I went to every one of them they all said that there was a piston slap and you don't need to take the engine apart to diagnose a piston slap you can use a borescope to look down in the cylinder if there's play in the cylinder wall or scrapes to the cylinder wall you already know that there's a business lap they denied my claims they refused to pay for the service contract they refused to give me a refund for my contract and they refuse to honor it so I don't know what I'm going to do but I'm calling the the loan company to try and get them taken care of

• Initial Complaint

  Date:12/04/2022

  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.

  I bought a used 2017 Toyota Highlander on 09/16/2022 with two extended warranty service contracts from "First Automotive." After two weeks, I had decided to cancel these contracts. I was told at the time of purchase that I would get full refund and no fees if I cancel both contracts within 30 days. I mailed a cancelation request letter on 10/5/2022. **** had confirmed that they delivered the letter on 10/8/2022. As of today 12/4/2022, I am still waiting for full refund since I canceled the contracts within 30 days and did not use any benefit from the contracts. Here is my contracts detail: Standard Vehicle Service Contract (Contract# **** *********) - $ 2, 700 Tire & Wheel Protection (Contract# **** *********) - $ 499 **** Tracking# : **** **** **** **** **** ** I understand the cancelation process could take about a month. But now it has been almost 2 months and no refund yet. I purchased the contracts in the first place because of the BBB good rating. I would like get my full refund as they promise on the contracts. I appreciate your help with this matter. I hope other people would be more careful doing business with this company in the future. Thank you. Happy holidays!

• Initial Complaint

  Date:09/13/2022

  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.

  We brought our vehicle in to the GMC repair shop after it was experiencing a shutter while driving. Similar to running over rumble strips. After the shop looked at the issue, the technical service bulletin from GM says to replace the transmission fluid as the repair. First Automotive denied my warranty claim. They are stating that they don't cover fluid changes as a maintenance item. This was not a maintenance item, the fluid change IS the repair that GM recommends. This should be covered by warranty as this is a repair.

  Customer Answer

  Date: 10/14/2022

  Complaint: ********
  
  I am rejecting this response because: According to the General Motors Service Bulletin 18-NA-355 that was issued by GM, this is a covered repair for vehicles under their powertrain warranty. My vehicle is outside of the GM warranty period and this is where the extended warranty should then cover this repair. Again, this vehicle was brought in with a transmission problem, the repair was to replace the fluid. I did not bring the vehicle in for routine maintenance. 
  
  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]