Chaplins Bellevue Subaru Volkswagen

I don't feel that the dealership has done enoughThe $was due to me based previous promise and the lack of urgency applied to my follow up appointmentThe additional $pretty much refunds the price I paid for the follow up visit when some of the services promised were not rendered I was also advised that the original Tech was at a master level, but he left the dealership for new opportunity, so the person who did the follow up work, had no special qualification In addition, the dealer has not addressed the additional issues that were noted about additional light failures that were found the day of pick up.In short, the resolution is just as sloppy as the repair and standing behind a failure doesn't change it's status and had they got the car in right away, they would have been in a better position to dispute the fault and failure that the original "Master Mechanic" failed to detect Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

According to our records, we have not contacted Ms [redacted] by email since Nick C [redacted] contacted Ms [redacted] this morning and asked her to please send him a copy of what she has been receiving so that we can help put a stop to the emails As soon as Nick receives the information, we will work to find the source of the emails and get them stopped

In response to Mr [redacted] letter, we cannot accurately speak as to what transpired during phone calls while trying to book his appointment Generally our wait time is weeks or under unless a loaner car is required and that at times can extend the wait time depending upon availability of a loaner All of the diagnosis and repairs were performed by one of our VW master technicians and there is supporting documentation to justify the repairs made or quoted Our paperwork indicated that Mr [redacted] declined repair of the door lock issue This was the suspected cause of the door lighting issue and it would also explain why the battery was failing As far as the repairs are concerned, we feel they were justified We definitely dropped the ball in refunding Mr [redacted] the $from the outside repair he had performed No excuses, just a lack of communication on our part We have issued the refund check this morning and it will be in today's mail Mr [redacted] should have it by Wednesday the 27th if not sooner We offer our sincerest apologies for the miscommunication, it was not our intention to be difficult or to caused Mr [redacted] any duressWe would welcome the opportunity to redeem ourselves, so as a gesture of goodwill, we have noted Mr [redacted] file with a $credit to be used towards any future repairs or parts purchases here at Chaplin's Sincerely, Gale C [redacted] Controller

Nick C [redacted] called Ms [redacted] after receiving her complaint about her experience with us They had a good conversation and he apologized for her poor experience Nick then met with the manager involved to discuss his part in Ms [redacted] experience and how it could have been handled differently so as to never happen again

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, however I feel that it is extremely important that service technicians take extra care to apply the correct oil change stickers.
Sincerely, *** ***

We have been in contact with Ms***. We have agreed to buy her Beetle back from her. She is scheduled to come in on Wednesday, September 28th to complete the necessary paperwork and return our loaner car

I don't feel that the dealership has done enough. The $175 was due to me based previous promise and the lack of urgency applied to my follow up appointment. The additional $100 pretty much refunds the price I paid for the follow up visit when some of the services promised were not rendered.
I was also advised that the original Tech was at a master level, but he left the dealership for new opportunity, so the person who did the follow up work, had no special qualification.
In addition, the dealer has not addressed the additional issues that were noted about additional light failures that were found the day of pick up.In short, the resolution is just as sloppy as the repair and standing behind a failure doesn't change it's status and had they got the car in right away, they would have been in a better position to dispute the fault and failure that the original "Master Mechanic" failed to detect.
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

We reviewed Mr. [redacted] complaint regarding the Oil change sticker.  The incorrect mileage was simply an oversight on our part.  We have one machine that prints the stickers and it requires the technician to change the format for different mileage intervals.  We service various...

makes of vehicles outside of Volkswagen and Subaru and the intervals between oil changes varies with the make/model of the vehicles.  In the case of Mr. [redacted], yes he is schedule for 7500 miles between oil changes.  The car that was in prior to Mr. [redacted] required oil changes every 3750 miles and the technician failed to change the printer to 7500 before printing the sticker for Mr. [redacted] car. 
In no way were we trying to be deceptive, it was an honest mistake.  It is important to us that Mr. [redacted] knows that we use only the oils required by Subaru in his vehicle to make sure that his car is maintained per Subaru's specifications.

According to our records, we have not contacted Ms. [redacted] by email since 2015.  Nick C[redacted] contacted Ms. [redacted] this morning and asked her to please send him a copy of what she has been receiving so that we can help put a stop to the emails.  As soon as Nick receives the...

information, we will work to find the source of the emails and get them stopped.

In response to Mr. [redacted] letter, we cannot accurately speak as to what transpired during phone calls while trying to book his appointment.  Generally our wait time is 2 weeks or under unless a loaner car is required and that at times can extend the wait time depending upon availability of a...

loaner.
All of the diagnosis and repairs were performed by one of our VW master technicians and there is supporting documentation to justify the repairs made or quoted.  Our paperwork indicated that Mr. [redacted] declined repair of the door lock issue.  This was the suspected cause of the door lighting issue and it would also explain why the battery was failing.  As far as the repairs are concerned, we feel they were justified.  We definitely dropped the ball in refunding Mr. [redacted] the $175 from the outside repair he had performed.  No excuses, just a lack of communication on our part.
We have issued the refund check this morning and it will be in today's mail.  Mr. [redacted] should have it by Wednesday the 27th if not sooner.  We offer our sincerest apologies for the miscommunication, it was not our intention to be difficult or to caused Mr. [redacted] any duress. We would welcome the opportunity to redeem ourselves, so as a gesture of goodwill, we have noted Mr. [redacted] file with a $100 credit to be used towards any future repairs or parts purchases here at Chaplin's.
 
Sincerely,
Gale C[redacted]
Controller

Nick C[redacted] called Ms. [redacted] after receiving her complaint about her experience with us.  They had a good conversation and he apologized for her poor experience.  Nick then met with the manager involved to discuss his part in Ms. [redacted] experience and how it could have been...

handled differently so as to never happen again.