Complaints

Complaint and Error Resolution Policy

At 1st International Auto Group, we strive to provide exceptional service and ensure you’re happy with your used car purchase. However, we understand that sometimes things may not go according to plan. This policy outlines how we handle complaints and resolve errors.

Filing a Complaint

• You can file a complaint in person at our dealership, by phone at 603-429-2999, or by email at internationalautogroups@gmail.com.
• Please provide your name, contact information, a detailed description of the complaint, and any relevant documents (purchase agreement, repair receipts, etc.).
• We aim to acknowledge your complaint within 24 business hours.

Complaint Resolution Process

• We will investigate your complaint thoroughly and promptly.
• Depending on the nature of the issue, this may involve reviewing paperwork, contacting relevant personnel, or potentially arranging for a vehicle inspection by a certified mechanic.
• We will keep you informed of the progress of the investigation and discuss potential solutions.

Possible Resolutions

• Depending on the situation, resolutions may include:
  • Repairing the issue at our expense.
  • Offering a partial refund.
  • Facilitating a vehicle exchange for a comparable car.
  • Providing a store credit towards a future purchase.

Timeframes

• We aim to resolve most complaints within 5 business days.
• For complex issues, it may take longer, but we will communicate the timeframe to you.

Unresolved Complaints

• If you are not satisfied with the proposed resolution, you have the right to pursue further action.
• We will provide you with information on relevant resources, such as:
  • The Better Business Bureau (https://www.bbb.org/search)
  • Your state’s Attorney General’s Office (https://www.usa.gov/state-attorney-general)
  • Small Claims Court (https://www.uscourts.gov/)

Our Commitment

• We take all complaints seriously and are committed to finding fair and reasonable solutions.
• We value your feedback and use it to improve our processes and customer service.

Additional Notes

• This policy applies to complaints related to the vehicle itself or our sales practices.
• For warranty-related repairs, please refer to the specific warranty terms and conditions provided at the time of purchase.

We appreciate your understanding and look forward to serving you!