J Bertolet

July 8, 2016To whom it may concern:Thank you for following up again in regard to the complaint filed by [redacted] While I disagree with her account of what went on here I will say that I can see how the email that she received can be misconstruedIt is a follow up service that we do have in conjunction with a third party video service we provide while inspecting the vehicles that run through our shopIt is sent out with every video that we film and send to our customersAfter reviewing the documentation that was sent I do agree with [redacted] that the wording should be changedWe have contacted the company that provides said letter and it is in the process of being rewordedappreciate it being brought to my attention, however it has no effect on the warranty we provided nor is it indicative of the work we performed.I am attaching a copy of the repair order for the work performedThe repair order is a legal document and the work that was performed matches the video overview which will be more than happy to provide upon requestThere is no terminology on the document that in any way states she refused any workIn inspecting the vehicle after our initial mistake we made sure that any work that needed to be done was completed and we took steps to ensure the alleviation of future issues, it is our goal that [redacted] 's daughter can drive the vehicle with her peace of mind.As stated in my previous response the warranty we provided is for months/unlimited mileageIt is provided by Preferred Warranties Inc and is accepted in and around the area as well as by us, if you Would like further information regarding the warranty would be more than happy to provide that as wellThank you for your time.Kindly,John B

July 5, 2016To whom it may concern:On June 22nd, [redacted] purchased a [redacted] with approximately 85,miles from our dealershipOn Monday June 27th we received a phone call from [redacted] that the vehicle's oil light had come on Saturday evening the 25th and was inspected by a gentleman who stopped by the side of the road to assist herThe gentleman informed her that the vehicle had no oil in it and that it had metal shavings deposited in the oil on the dipstick, however she was able to drive it to a nearby location, We immediately offered to take a look at the [redacted] to diagnose the issueBefore we had the opportunity to inspect the vehicle [redacted] demanded that we buy it back and proceeded to be belligerent on the telephone.As she had only owned the vehicle for a few days and we had warranted it for days/1,miles we paid to have the vehicle towed to the dealership [redacted] did come with the vehicle as well to ensure that it was receivedUpon her arrival at the store with her stepfather she once again acted belligerent, used profanity on multiple occasions, and proceeded to throw her keys against the wall of our storeFollowing the departure of her stepfather, she stepped outside and awaited the arrival of her father only to come back into our store to berate the staff for selling her a faulty vehicle.The following morning we proceeded to bring the vehicle into our shop to be inspected by one of our techniciansUpon draining the oil from the vehicle we discovered that in fact the vehicle was low on oilA Volkswagen [redacted] holds up to quarts of oil and hers only had quarts(Upon further inspection of the history of the vehicle we did discover that the [redacted] was past the regular interval for its oil changeA fact that we openly admit was a mistake on our part.) There was not a single trace of metal shaving in the oil, the oil filter, or the motorWe found no oil leaks, but our technician did recommend that we replace the Valve cover as he has seen those wear down over time as well as clean both the throttle body and the intake as precautionary measures to alleviate any future issuesWe took his recommendations as well as performed an oil and filter change to the ***.To ensure the quality of our work we provided [redacted] with a powertrain warranty which will cover the engine and transmission on the vehicle for months/unlimited mileageThe warranty is accepted at many shops in and around the area so [redacted] is not obligated to return only to us to have the vehicle repaired.Our primary concern is to ensure that everyone that walks through our showroom doors has a great experienceWe treat people with dignity and respect and hope for the same in returnAfter the way that [redacted] acted in our service department and has treated us since the vehicle has left the store we would prefer that she take the vehicle elsewhere for service.We will not buy back the vehicle as we have corrected the issue and provided a warranty for months/unlimited mileage to the customer to ensure the quality of our workI appreciate your time.Kindly,John B

December 04, 2017Dear [redacted] ***, Thank you for reaching out in regard to the complaint filed by [redacted] , ID: [redacted] . We never want someone to be dissatisfied with their time and/or service at our facility, however we would like to share with you the chain of events with ***... [redacted] 's vehicle as well as provide to you documentation regarding the process of our facility repairing his 2010 [redacted] **.On November 13, 2017 [redacted] 's vehicle was towed into our facility. The vehicle was not in working condition and it was stated on the night drop envelope (attachment A) that the timing chain tensioner was to be repaired and that the accompanying parts were located in the trunk. It was our understanding that [redacted] took the vehicle apart and was unable to perform the repair himself so he asked us to do so for him.On the following repair order (attachment B) the vehicle was written up to perform the repair that was requested by [redacted] as well as an open safety recall for the airbag which the customer verbally stated he would like taken care of while the vehicle was here.As we began repairing the vehicle we began to notice that there were more parts that were required to properly fix the vehicle. The customer was notified of all parts and the repercussions of not fixing said parts. Please note on line C (attachment C) under both the cause and correction lines that we made note to the customer that additional parts were needed, however he declined said parts.We have been repairing vehicles for over 50 years and prefer to use quality OEM parts to ensure pristine working condition on all vehicles that leave our shop. The customer again refused needed parts we recommended to properly fix the vehicle and signed a waiver to ensure his understanding that the car may not function properly if our recommendations were not followed. Please see Attachment D.While we appreciate [redacted] 's complaint. He refused all of our recommendations and was under the full understanding that his vehicle may not function to its full potential when leaving our facility. We did everything under our power to properly educate the customer on what was needed to properly fix his vehicle as we do for everyone that walks into our facility. We certainly appreciate his business and wish him the best, but we would prefer that he take his vehicle elsewhere for future repair.Sincerely,John B. Jr.Pres.