Anytime Carpet

Initial Business Response / [redacted] (1000, 9, 2016/09/01) */ We have been working with [redacted] on each and every issue [redacted] has had all at no cost to her and have provided her with a vehicle each time [redacted] claims that the damage to her vehicle was done at the dealership and we are in the process of repainting it at no cost to herShe bought a used truck with a limited warranty and we have honored that and provided much more Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The consistent back and forth for repairs is ridiculousThe items in the vehicle needing repair should have never need sold to someone that wayOf course the vandalism would be at no cost and a vehicle provided at no cost is a given due to it being damage in Your possessionMy life was put at risk due to negligence of the service teamThe refusal to do a complete rewined on the vehicle just shows the value of the customersI'm not satisfied at all with the customer service or response by the dealership Final Consumer Response / [redacted] (3000, 14, 2016/09/07) */ since getting the truck back from touching up the paint bubbles that occurred during the original painting it was just dabbed with a paint pen and the front bumper was not touched

Initial Business Response / [redacted] (1000, 5, 2017/02/13) */ The vehicle was towed in for a theft light on-vehicle would not crank because of thatWe advised a key, program and recheckInstalled key-immobilizer light now off and vehicle will crankVehicle however will not start-a completely different concernRecommended diagnostic of the crank no start conditionMore then likely a faulty fuel pumpI do have a signature for the initial diagnosis from the name on the RO [redacted] and authorization for the repairI'm sorry her year old car has more then one thing wrong with itShe can pay her bill and tow the vehicle out or authorize the additional $diagnostic feePlease let us know Have a great day

Initial Business Response /* (1000, 6, 2015/07/02) */
I contacted *** and spoke with him about his concernIt appears there was miss diagnosis, I apologized for what had happened and offered him a refund of what we charged him for diagnosisI processed a check request and a check for what
he paid is being mailed to him
Kind regards, ***
*** Service Manager Lithia Volkswagen Reno
Initial Consumer Rebuttal /* (3000, 8, 2015/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
was told I would have refund by friday july 2nd, it did not come friday or saturdayRevdex.com record should show there horrible business practicesfor him to say he tried to contact me is a bold face lieby him admidting the mistake explains why he could not face calling mei got no calls, or messages from him
to also say he does not know why they would have removed my battery cover is a little suspicious as wellit was a diagnostic check including electronics as wellvolkswagen needs to take better care of there customersi am out time, extra money spent to another garage to get this right, and a battery cover
Final Business Response /* (4000, 10, 2015/07/10) */
I AM SORRY *** IS SO ANGRYWE DID MISDIAGNOSE HIS VEHICLE FOR THAT WE ARE VERY SORRYDOES HOWEVER PROVE WE ARE HUMAN TOOWISH WE ALL COULD BE PERFECTI DID MAKE EVERY EFFORT TO CONTACT ***WHEN I WAS ABLE TO SPEAK WITH HIM, I PROMISED TO SUBMIT A CHECK REQUEST FOR THE FULL AMOUNT OF MONEY *** PAID ($74.19)I NEVER PROMISED THE EXACT DATE HE WOULD RECEIVE THE CHECK BECAUSE IT IS A PROCESS TO GET THE REFUND CHECK PROCESSEDON JULY 02, ***S REFUND CHECK WAS SENT OUT AND *** CASHED IT ON JULY 07, ACCORDING TO BANK RECORDSINTERESTING, JULY WAS THURSDAY THE DAY BEFORE THE BEGINNING OF A FEDERAL HOLIDAY*** CASHED THE CHECK I SENT TO VIA US MAIL ON JULY 7TH TUESDAYNOT SURE WHEN *** RECEIVED THE CHECK IN THE MAIL, BUT I GUESS IT WAS PROBABLY MONDAY, OR THE TUESDAY HE RECEIVED THE CHECKI RESPONDED TO ***S CONCERN QUICKLY, GOT THE CHECK IN THE MAIL AS PROMISED AS FAST AS POSSIBLEI DO NOT BELIEVE MAKING AN ERROR IN DIAGNOSIS, ADMITTING TO THE ERROR AND REFUNDING ***S MONEY IN A TIMELY MANNER CONSTITUTES BAD BUSINESS PRACTICES
I DO NOT APPRECIATE THE MISREPRESENTATION OF MY INTEGRITY BY ***'S ASSERTION I DID NOT CONTACT HIMRevdex.com PROCESSING LOG SHOWS WEDNESDAY JUNE 24, AS THE START OF OUR DIALOG, THE Revdex.com NOTICE WAS SENT TO ME VIA US MAILI DO NOT REMEMBER THE EXACT DATE THE Revdex.com NOTICE ARRIVED ON MY DESK HOWEVER MY PHONE SYSTEM CALL LOG SHOWS I CALLED *** ON JUNE AT 11:36AM, THIS WAS MONDAY AS A RESULT OF AN EMAIL I RECEIVED FROM OUR SOCIAL MEDIA DEPARTMENT AND MY GENERAL MANAGERHERE IS THE EMAIL DIALOG BELOW;
Hi***,
I have tried calling this guy with no successI'd be happy to talk with him and refund his $diag feeIt's an old car, years old with lots of milesSorry we didn't get the diag correctYou can give him my cell phone ***
Kind regards, ***
*** Service Manager Lithia Volkswagen Reno
Internal: *** Phone: *** email: ***
South Virginia Street Reno, Nevada
From:*** ***
Sent: Monday, June 29, 10:AM
To: ***
Subject: ***
Hey ***,This guy seems really angry...he's blowing up your FB page right nowDo you know who he is/what he wants us to do for him?
*** *** Social Media Advocate Lithia Motors, Inc
Internal: *** Phone: *** Email:***
No trees were destroyed in the sending of this message, however, a significant number of electrons were terribly inconvenienced
(FIRST EMAIL FROM CORPORATE) BELOW
Hi ***
I have been trying to contact this guy for over a weekHe has not returned my phone callsI would be happy to discuss this with himI think we only charged him $70.00, I'd be happy to refund himI do not believe we took his battery coverI'll continue to try to contact him, its just difficult when they don't answer the phone
From: ***
Sent: Monday, June 29, 10:AM
To: ***
Subject: FW: ***
*** General Manager Lithia Volkswagen Reno
Cell:*** Phone: *** email: ***
South Virginia Street Reno, Nevada
From: IRC Support mailto:***
Sent: Monday, June 29, 8:AM
To: ***
Subject: ***
__________________________________
Hi ***,
This is a review that was posted, how would you like to respond?
"By: ***
On: 6/28/4:34:PM
Title: crappy customer service(no call back) mis diagnosed
Review:
if I could give less then star I wouldthey charged for diagnosticyou would think for car being a volkswagen jetta they would be able to nail the problemwrong ! wanted to replace valve body for transmission shifting problemssaid would be grand, and no guarantee it would fix problemand next would be to replace transmission for over grandwell I took my car out of there, took to transmission shop, replaced valve body for buckshad to take it somewhere else as this did not fix shifting problemturned out it was the transmission control moduledollar pick in pull partplugged it in and car was fixed and transmission shifting and working finemind you lithia would have replaced entire transmission and that was not the problemalso called and gave detailed explanation for a service manager call back times and never got a return call as promisedwhats that tell ya ? also they said will look for my battery cover that my car came from there withoutno word on that eitherso now filed complaint with Revdex.com, and next whoever I can find till I am compensated for money wasted and lost battery cover."
Thank you,
***
*** *** Social Media*** Toll Free: *** *** Email: ***
________________________________________
This message was sent to [email protected] in reference to Case #: ***
IF YOU NOTICE THE TIME AND DATES ON THESE EMAILS, YOU WILL NOTICE I CALLED *** PROMPTLY BUT *** DID NOT ANSWER HIS PHONE*** FINALLY CALLED ME, I APOLOGIZED AND TOLD HIM I WAS SORRY, AND TOLD HIM I WOULD REFUND HIS MONEYMY CALL LOG ALSO REFLECTS I ATTEMPED TO CALL *** ON JUNE 23RD AS WELL BEFORE Revdex.com OR SOCIAL MEDIA WAS INVOLVED
Search results for:***
+*** Add - Reno, NV
6/29/11:AM days ago minutes long
more
Call quality?
*** Add - Reno, NV
6/23/3:PM weeks ago minutes long
IN CLOSING, I WOULD LIKE AGAIN TO APOLOGIES FOR THE MISDIAGNOSISI OWNED OUR MISTAKE, MADE GOOD FAITH EFFORT CONTACT AND FULLY REFUND ***S DIAGNOSTIC CHARGE $IN A TIMELY MANNER, *** RECEIVED THE REIMBURSEMENT CHECK AND CASHED ITWE ARE NOT GOING TO REPLACE HIS BATTERY COVERWE DID NOT TAKE OR LOOSE THE BATTERY COVERI HAVE ALSO PROVIDED EMAIL DIALOG AND MY PHONE LOG THAT I'M VERY SURE CLEARLY SHOWS I DID NOT MAKE A "BOLD FACE LIE"I DID WHAT I SAID WE WOULD DOI WISH *** THE BEST AND HARBOR NO ANIMOSITY TOWARD HIMIF *** IS EVER IN NEED, I AM HERE TO SERVE HIM
IF YOU HAVE ANY QUESTIONS, PLEASE FEEL FREE TO CONTACT ME AT *** I AM HERE FOR YOU AND THE CUSTOMER
WITH BEST WISHES, ***
SERVICE MANAGER
LITHIA VOLKSWAGEN OF RENO

Initial Business Response /* (1000, 6, 2017/04/18) */
Contact Name and Title: John W*** GSM
Contact Phone:
Contact Email: ***
MrG***
Thank you for your valuable feedbackWould it be possible to obtain clarification on the nature of your concerns?
Did you
bring your vehicle in to service with us? I do not have any records outside of your purchase decision from 04/10/If you wouldn't mind sharing with me the specifics I would be happy to follow up with you and get you the help needed to hopefully address your concerns and put you at ease
You have several concerns and we would want to address them individually so that we can not only fix any communication issues but also in efforts to correct the breakdown in any of our internal processes to assist us in providing our future customers with an experience that will surprise and delight them
If we cannot resolve your concerns we would be happy to process cancellations on your agreed protection items as set out legally in the contracts
Please call me, email me, or stop in to see me
Contact information should be given to you from this form
Best regards,
John W***
Lithia VW of Reno
General Sales Manager
***
Initial Consumer Rebuttal /* (3000, 8, 2017/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Refund all monies for purchased services
Final Business Response /* (4000, 10, 2017/04/26) */
Lithia Volkswagen of Reno has given MrGarberick a refund for his Lifetime Oil Contract, Perma Plate Exterior/Interior Protection Package, and Service Contract
Best regards,
John W***
Lithia VW of Reno
Final Consumer Response /* (3000, 24, 2017/05/31) */
5-12-
I believe by law Lithia has to disclose ALL service records to purchaser
I have not received All refundsSee enclosed documentI have received NothingAll checks from Lithia have been matched to invoice of contractsThis is fraud and I have the documents to prove itLithia owes me $
Synthetic oil YES it has a lot to do with itTwo reasons for dealership to put this type oil in carSell their oil programs, or motor problemsWas not Lithias place to put this type oil in carI do NOT use synthetic oilMany people do not
Show me and your agency proof this has been paidIt has NOT!
Lithia refuses to answer my emails
Lithia refuses to answer my questions
Lithia refuses to supply me with previous owner's service records
Lithia refuses to give my money back
I have been fraud by Lithia and Litha Volkswagen of Reno
Melinda Alicea
Apr (days ago)
to me
Good Morning MrG***
I wanted to let you know that all of your requested refunds are being taken care of and processed; in full
Thank you
My Wife and I compared notes last nightThese two services they talked my wife into were explained that we could schedule oil change and have anything's with fabric, dirt on seats floors etctaken care of by service department at same time, by service departmentI got a call from the service manager telling me he knows nothing about this (his words) what the sales people may have promised you
I have holes in fabric that were to be fixed the first time., the sealant nobody knows about, my body shop says they cannot reapply; I want my $refunded in full as your email states in writing

Initial Business Response /* (1000, 5, 2017/02/13) */
The vehicle was towed in for a theft light on-vehicle would not crank because of that. We advised a key, program and recheck. Installed key-immobilizer light now off and vehicle will crank. Vehicle however will not start-a completely different...

concern. Recommended diagnostic of the crank no start condition. More then likely a faulty fuel pump. I do have a signature for the initial diagnosis from the name on the RO [redacted] and authorization for the repair. I'm sorry her 17 year old car has more then one thing wrong with it. She can pay her bill and tow the vehicle out or authorize the additional $135.00 diagnostic fee. Please let us know.
Have a great day.

Initial Business Response /* (1000, 9, 2016/09/01) */
We have been working with [redacted] on each and every issue [redacted] has had all at no cost to her and have provided her with a vehicle each time. [redacted] claims that the damage to her vehicle was done at the dealership and we are in the process of...

repainting it at no cost to her. She bought a used truck with a limited warranty and we have honored that and provided much more.
Initial Consumer Rebuttal /* (3000, 11, 2016/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The consistent back and forth for repairs is ridiculous. The items in the vehicle needing repair should have never need sold to someone that way. Of course the vandalism would be at no cost and a vehicle provided at no cost is a given due to it being damage in Your possession. My life was put at risk due to negligence of the service team. The refusal to do a complete rewined on the vehicle just shows the value of the customers. I'm not satisfied at all with the customer service or response by the dealership.
Final Consumer Response /* (3000, 14, 2016/09/07) */
since getting the truck back from touching up the paint bubbles that occurred during the original painting it was just dabbed with a paint pen and the front bumper was not touched.

Initial Business Response /* (1000, 8, 2016/09/08) */
Our technicians get paid by the job. If the customer agreed to the diagnostic charge the technician must be paid for his time. All additional tear down without customer authorization is not a legal binding contract. The service advisor must...

obtain additional authorization from the customer. Bottom line is the vehicle came in broken. Customer authorized a 1hr- $100.00 diagnostic fee. The technician spent 3.5 hours on it testing wires and loose connections. The car started working again, the customer paid his diagnostic fee only and DROVE his vehicle off the lot and has been working ever since.
Initial Consumer Rebuttal /* (3000, 10, 2016/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No the bottom line is they did NOT diagnose the problem we even have a voicemail message from them. We did not agree to anything they just said they would look at it no discussion occurred about fees or charges until after they looked at it when they tried to charge us an hourly rate that was never authorized. Plus the problem is not fixed we have had issues with it not starting on the initial turn of the key fob which is exactly how the problem started in the beginning and the screen that displays the radio/backup camera/and time completely shut off while we were driving and would not turned back on until the car was turned off and back on again. There was an ignition recall last year that they supposedly fixed but now we are not so sure. There is obviously a power or electrical issue, but I will not take it back to Volkswagen so I can be charged fees for them not being able to tell us what is wrong with our car; or try to charge us triple the repair price like they tried in the past. Plus one of your reps told us you don't charge when you can't figure out the the problem so maybe we need to seek an attorney on this matter.
Final Business Response /* (1000, 14, 2016/09/30) */
Authorization for the initial diagnostic was approved by Marlene Moreno by phone #775-626-0983 and $100.00 fee was approved via phone for diagnostic of the repairs. If I'm able to fix the concern for the $100.00 then we do so. Towed in as a no start-customer paid and drove off the lot. Instead of going straight to the Revdex.com would have been nice for us to recheck our work at no charge. To resolve this issue, I will meet to middle ground and offer $50.00 refund to the customer. Techs Diagnostic-
TESTED POWER AT TIPM. 11.9 VOLTS READ AT MAIN POWER WIRE TO
TIPM. TESTED POWER AT PCM RELAY 11.9 VOLTS TESTED AT RELAY. INSPECTED
GROUND WIRES TO CHASSIS AND TO PCM. ALL CHECKED OUT OK. TESTED ALL
POWER SUPPLY FUSES AND FUSE LOCATIONS. FUSES TESTED GOOD AND FUSE
LOCATION ALL TESTED GOOD. REMOVED TIPM HARNESS CONNECTORS FROM TIPM.
INSPECTED CONNECTOR SOCKETS ON TIPM FOR ANY BENT PINS DAMAGED SOCKET OR
ANY OTHER UN SATISFACTORY COMPONENTS. ALL CHECKED OUT GOOD. INSPECTED
WIRING HARNESS CONNECTORS FOR BENT PINS BROKEN PIECES OR ANY OTHER
UNSATISFACTORY COMPONENTS NONE FOUND. INSTALLED TIPM ONCE AGAIN AND
RECONNECTED THE BATTERY FROM DISCONNECTING WHEN REMOVING THE TIPM. UPON
RECONNECTION THE VEHICLE ALARM SYSTEM ACTIVATED. PRESSED THE UNLOCK ON
THE KEY FOB AND VEHICLE ALARM RESET AND NO LONGER SOUNDED. INTERIOR
LIGHT AND DASH THEN ILLUMINATED. ATTEMPTED TO START VEHICLE. VEHICLE
STARTED. PERFORMED WIGGLE TEST ON TIPM AND WIRING HARNESSES TO CHECK
CONNECTIONS SOLIDITY. PASSED WIGGLE TEST. PERFORMED ALTERNATOR TEST TO
ENSURE VEHICLE CHARGING PROPERLY. CHARGING AT 14.2 VOLTS AT BATTERY.
14.5 AT ALTERNATOR. PERFORMED ROAD TEST. VEHICLE DROVE NORMALLY. NO MIL
ON. PERFORMED ALTERNATOR TEST AFTER ROAD TEST CHARGING AT 15 VOLTS AT
ALTERNATOR AND 14.8 AT BATTERY. VEHICLE IS OPERATING AS DESIGNED AND
LIKE SIMILAR VEHICLES OF SAME MANUFACTURER. TTL 330 ALM.
Final Consumer Response /* (3000, 21, 2016/10/19) */
We have not received the $50 refund that Volkswagen agreed to.