Valley Volkswagen, Inc.

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
While the business does not currently sell ***, it did still sell it after it purchased the business in mid 2010, the same demonstration was used to sell it, and the salesman I purchased my car from still worked thereIn addition, I would like documentation showing the business does not have to honor warranties sold under the previous ownership. Valley VW purchased *** VW shortly after I purchased my car. I had my car serviced there several times, including warranty repairs. The business has never made any claim as they do not have to honor the protection plan I bought up until now. This issue started in mid October. Additionally, the business claims it is working to resolve the problem. They have not contacted me at all since October 24th. This is despite ***'s promise to do so. In fact I sent *** follemails on November and November 7th. She did not respond. I also left her a voicemail on November 19th. She did not respond. I spoke with *** that day. He tried to get *** on the phone, but could not get her. To this day she still has not called. On December 2, I left a message with general manager *** *** who has not called back. In my opinion, the business does not want to deal with this issue and is now trying to claim it has no responsibility to honor what its salesman sold me. It was more than willing to honor it if I lived in Virginia, as they offered to fix the problem immediately when I called, but since I live in *** and can't physically get my car to their dealership they now claim they have no responsibility to do anything
Regards,
*** ***

The complainant bought her vehicle from the previous dealership owners [redacted], Inc. on April 12,2010. The buy/sell between [redacted], Inc. and Valley occurred in October of 2010. Valleypurchased assets with no liabilities from [redacted], Inc. Valley no longer sells the [redacted] product. Atthis time the issue...

should be between the complainant and [redacted]. The complainant submitteda claim with [redacted] and the claim was denied by [redacted].As an act of good faith, we are however in the process of trying to assist the complainant incommunicating with [redacted]. We cannot guarantee Valley acting as a liaison will remedy theissue between the complainant and [redacted].As per your letter stating our response will be publicly posted on the Revdex.com website, I have notincluded any information that personally identifies the customer(s).Please feel free to contact me should you require additional information or assistance.Regards,[redacted], Managing Partner and General ManagerValley Volkswagen[redacted]###-###-####

Review: I purchased my vehicle from this dealership in April 2010. The salesman did a demonstration in which he sprayed paint on a car on the showroom floor then wiped it off. He told me it came off easily because of a protective paint treatment on the car. He even said "if some kid comes along and sprays your car you can wipe it right off." I purchased the protection plan for $599 and it was added to the price of my car. Early in October over-spray from a neighbor doing a DIY project got on my car. I tried to wipe it off and it would not come off. I called the dealership and they said it should just wipe off, but since I couldn't get it off, they could do it. I informed them I lived out of state and could not bring the car in. They told me to file a claim with the company that manufactures the product that protects the paint. The company was [redacted] immediately denied because the company says it does not cover spray paint.

Over the past 6 weeks I've tried to no avail to get this resolved. I've provided a copy of the denied claim with an explanation to Valley VW. I've spoken to several different people at the dealership including [redacted], and [redacted]. All have made promises to help me resolve this issue. They have not returned phone calls as promised. Additionally, [redacted] has not responded to phone calls or emails.Desired Settlement: I'm demanding a refund of the $599 I paid for this paint protector since the salesman misrepresented what the product does and I bought the product based on that false demonstration.

Business

Response:

The complainant bought her vehicle from the previous dealership owners [redacted], Inc. on April 12,2010. The buy/sell between [redacted], Inc. and Valley occurred in October of 2010. Valleypurchased assets with no liabilities from [redacted], Inc. Valley no longer sells the [redacted] product. Atthis time the issue should be between the complainant and [redacted]. The complainant submitteda claim with [redacted] and the claim was denied by [redacted].As an act of good faith, we are however in the process of trying to assist the complainant incommunicating with [redacted]. We cannot guarantee Valley acting as a liaison will remedy theissue between the complainant and [redacted].As per your letter stating our response will be publicly posted on the Revdex.com website, I have notincluded any information that personally identifies the customer(s).Please feel free to contact me should you require additional information or assistance.Regards,[redacted], Managing Partner and General ManagerValley Volkswagen[redacted]###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While the business does not currently sell [redacted], it did still sell it after it purchased the business in mid 2010, the same demonstration was used to sell it, and the salesman I purchased my car from still worked thereIn addition, I would like documentation showing the business does not have to honor warranties sold under the previous ownership. Valley VW purchased [redacted] VW shortly after I purchased my car. I had my car serviced there several times, including warranty repairs. The business has never made any claim as they do not have to honor the protection plan I bought up until now. This issue started in mid October. Additionally, the business claims it is working to resolve the problem. They have not contacted me at all since October 24th. This is despite [redacted]'s promise to do so. In fact I sent [redacted] follow-up emails on November 1 and November 7th. She did not respond. I also left her a voicemail on November 19th. She did not respond. I spoke with [redacted] that day. He tried to get [redacted] on the phone, but could not get her. To this day she still has not called. On December 2, I left a message with general manager [redacted] who has not called back. In my opinion, the business does not want to deal with this issue and is now trying to claim it has no responsibility to honor what its salesman sold me. It was more than willing to honor it if I lived in Virginia, as they offered to fix the problem immediately when I called, but since I live in [redacted] and can't physically get my car to their dealership they now claim they have no responsibility to do anything.

Regards,