Complaint Review: A & G Auto Sales - virginia beach Virginia

     Approximately one month ago(5/18/2011), I purchased a vehicle from A&G Auto Sales.  Within 12 hours an issue with the transmission was noted and they were informed.  Costas, the Manager, told me that they would resolve the issue and that after my service appt at my local Volvo dealership in Wilmington, NC that I should call Brenda Cohoon, who handles warranty and purchase issues, and let her know what had been found.

     Parkway Volvo in Wilmington reported that the transmission needed to be replaced and that the vehicle should be driven as little as possible in the meantime.  I left the vehicle at Volvo until we could decide what should be done.  I informed A&G of the findings and we made arrangements for them to come and pick up the vehicle. 

     A&G picked up the vehicle one week after I purchased it.  I had it in my posession for three drivable days.  Brenda Cohoon informed me that they would replace the transmission with a used volvo transmission and that they would need the car for 10-12 days in order to do this.  She also stated, "or we can give you the the $2,000. and you can do it yourself later." 

     I told Brenda that I didn't want to deal with this later, that I purchased the vehicle under the guise that it had a working Volvo transmission and that I would work with them so long as they were willing to make the situation right and that I was unsure where they came up with the $2,000. figure, since Volvo stated that the replacement would be almost $8,000..  She stated that it was a 50% parts/labor warranty.  I told her that I felt that this was more of a Consumer Protection issue than a warranty issue since it arose immediately.

     I called a few days later to check on the progress and find out whether a suitable transmission had been located.  I had serious doubts at this point on whether I could trust this dealership, however, if they were willing to correct the issue, I was willing to work with them.  They stated, during this conversation, that "their mechanic" could not find any issues with the transmission and that they were taking it to the Virginia Beach Volvo dealership for diagnostics and possible repair. 

     After still no contact from them, I contacted A & G and Brenda told me that the Virginia Beach Volvo dealership was unable to find an issue.  I was perplexed so called the Va Beach Volvo to find what had been identified as any possible issue.  The Service Manager, Paul Wentworth, told me that when the gave the vehicle a short test drive they didn't witness issues but that sometimes these things were intermittent.  He did say that in diagnostics, they had uncovered a diagnostic reading/code that reffered to a "long shift" and that it usually always meant the "demise of the transmission".  I asked him if he had given this info to A & G.  He said that he had.  I called A & G and they denied having the info.  

     Brenda Cohoon, from A & G, when responding to the news of the Volvo Va Beach Service Mgr's statement, said, "eventual demise?  Well when?" and re-stated that there was no issue that they could find and asked how they were supposed to fix something that was not an issue.  She said that she was sure Va Beach Volvo would love to find a problem so that they could earn their business through fixing it there but that even they could not find a problem. She told me that I could come pick up the vehicle and pay half of the $700 tow feee that was incurred in towing the vehicle from my home to their dealership.

     I was genuinely stumped at how a problem could be so ignored, so went to the beginning.  I called Volvo Wilmington and asked how they had come to the conclusion that a new transmission was needed.  They said that they ran diagnostics and were met with the code, "TCMPO89600" which means "long shift" and that Volvo Tech Line, the line that Volvo dealers are supposed to double-check for diagnostic reference and advisements on repairs, said that the only solution was a new transmission and that the transmission was mechanically defunct.  

     I then called Paul Wentworth of Volvo in Va. Beach and asked him what code they had received and if he had contacted the Tech Line.  He said that he would check with the technician, drive the vehicle again, and let me know.  Mr. Wentworth contacted me later and said that the Volvo Tech Line did indeed report that a new transmission was the only fix for the diagnostic error code that was received and that upon driving the vehicle again, the transmission problems that I experienced were very apparent.  He told me that he would relay the info to A & G immediately.  

     I gave them the weekend to consider and come up with options, thinking that they would surely have some kind of answer/conclusion by Monday, now that they knew for sure the transmission needed replaced.  I was still hoping they would attempt to do the right thing.  I called Brenda Cohoon and asked her about progress.  She said things were the same and that there was no issue and that I could come and pick up the car.  I informed her of the Volvo Va Beach Service Mgr's findings and she sounded surprised and said that her "boss had not told her that" and that she would check with him and get back in touch with me.

     I waited for contact and received none.  I contacted Brenda again and was told that things were "the same" and that they had two mechanics who could find no issue with the vehicle and that I could come pick it up.  She said she didn't understand the problem, b/c I had a one year warranty.  I failed to understand how she didn't get that the vehicle was, as I had stated to them, barely drivable and severely faulting while I was driving after I got back from Va Beach with it and that obviously tow bills and warranty work were going to be a problem.  

     She told me that I could "come pick out another car in that price range."  to which I wondered aloud how I could possibly purchase another vehicle from a dealership that I couldn't trust to resolve an issue and who would re-sell that Volvo in question to another unsuspecting buyer, essentially putting them in the same issue I was in.  She said she didn't know what they would do with the car, they "might just put it in auction".  Comforting.  It's still for sale, as of today(6/14/2011), on their website.  

     Another problem with just "picking out another car" is that I took a very long time to decide upon and select a vehicle with a good reputation for lasting long into its milage and whose size and style would fit my family's needs.  I decided on a Volvo XC90 and that is still what I want, I would just like a running/working one through a dealer I can trust to honor their warranty and acknowledge issues.

     The latest drama, I called A & G again today and asked to speak to Andy, the owner.  Every other time I have tried to get through to him I have been told he was "not there", was "busy with a customer", or "was on a long-distance phone call that would probably take a while", or even that he would, "call me back", though he never did.  Today I got through to Andy(well literally speaking, but I don't think there is really ANY "getting through" to him) and when I said who I was and asked what the progress was on the situation, he let loose a tirade about how there was no problem with the car, how I was going to pay him back, and how Volvo coudn't find a problem until I "convinced them to". 

****Most of us know that corporate service departments have legal obligations, and I don't think "convincing" is too often successful.  Did I also "convince" them into their diagnostic code and tech line reference?****

     In the end, I asked, "can you please just listen to me for a second?  I've heard you out".  To which he yelled, "I don't have to listen to you!!".  

I felt like I was speaking to a child who was essentially saying, "I don't have to listen because I can speak louder than you", rather than the owner of a dealership from whom I had purchased a vehicle from and who was having a problem.

     In the end, thus far I am out $5,000. and cannot afford to purchase another vehicle.  I cannot afford to rent a vehicle right now being out that money in downpayment, and A&G refuses to fix the vehicle or cancel my contract and also believes that I owe them money for reimbursement of diagnostic tests and towing.  I feel like there is no one to reason with here and that I'm left no options other than court.  My father in law is a judge, have family and neighbors that are lawyers, none of which I really want to bother about this, but I honestly cannot believe that a company could carry on with such ignorance and refusal to address issues or show any care for their customers.  

   Also, A&G and Brenda Cohoon's implied warranties directly negate and override their written warranty, which I'm not sure they realize.

    I have purchased approximately fifteen vehicles in my lifetime and have never had an experience such as this.  I wouldn't have thought that a dealership with this type of business practice could survive in a time/society where customer service and consumer advocacy were forefront.

Lynne, Wrightsville Beach, NC.    (purchased from A&G Auto Sales, Virginia Beach, VA)