Applewood Builders, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] 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. Following an additional email from *** *** which assured; 1) Mail you a check for $per the Military advertisementI will hold off on this until I get the official word from Brett that you have taken delivery of the vehicle and are satisfied2) Perform all the repairs that you pointed out to Brett and guarantee no change to the completed repairs for a time period of six months starting from the date of vehicle deliveryThis is absolutely acceptableV/r, *** ***

On 08/06/we did replace the engine harness for a check engine light, the vehicle had miles on itThe radiator supports were broken and allowing the cooling fan it rub against the harness and cutting the wire*** *** agreed to have the harness replace but declined any other
repair (*** *** is employed by a dealer also) we informed him at that time (see attached ***) if the radiator was not repaired it would cause the harness to fail again*** *** called and I asked him to come in so we could look at the failure and at that time I him were the replaced harness was cut by the fans because he has not had the radiator supports fix yetI do not believe that any refund is due because all the repairs that were given to *** *** were declined and never completed (excluding the harness)*** *** sated that he has also preformed work on his vehicle both before and after work was completed hereIf He had completed the repairs to the radiator support the failure would not have happenedThank youMichael W***Service and Parts DirectorAlexandria VW

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I am accepting the response based on the following
conditions:Alexandria Volkswagen
agrees that they have done thorough diagnostic tests of the fuel system on my Volkswagen and have
determined that this service repair will fix all issues with the full system. As I understand it, a low fuel pressure
reading is a symptom of many other issues and not simply a faulty part i.e
problems with the fuel filter, the fuel control module, the fuel regulator, a
leaky fuel injector, etc. Per the
attached diagram, simply testing the pressure largely ignores a large part of a
basic diagnostic. I need to have a comfort
level that I will not be turning around again and having to pay another $for another
part
While I think that this repair should be done for free since I believe that Volkswagen did not do diagnostic diligence at the 7/service, in the interest of time, I will agree to paying 90%
of the part cost (no labor), as long I am provided and agree to the cost in
advance.
I would like the replaced parts provided to me upon
completion of this service
Regards,
*** ***

*** *** returned the
vehicle on Thursday 8/stating there was rust colored spots on the rear of the
vehicle that weren't there beforeWe inspected the vehicle and observed what
appeared to be paint splatter on the trunk, rear bumper, right rear quarter
panel and left rear quarter panel of
the vehicleWe inspected the lot to see
if there was any evidence of painting done recently but didn't find any such
evidenceWe inspected the parking lots and shop area for paint splatter but
didn't find anyWe checked all the cars that were on our lot but didn't find
any other cars with the paint splatterWe checked with the neighboring
buildings to see if they had done any painting recently - none of our neighbors
had done any painting recentlyWe do not do any painting here at Alexandria VW
nor did we have anyone come here to do any painting recently. We do not feel that the paint splatter was
caused by us at Alexandria VW or that it occurred while the vehicle was on our
lot or in our shop and as such cannot take responsibility for the damage.
In interest of customer
service we had our New Car prep cleaner look at the vehicle to see if we could
simply buff the paint splatter off of the vehicle but he felt he would not be able to
We then took the car to a local body shop here in Alexandria to see what they
thought and what they could doThey also said it looked like paint splatter
and over spray but they could get it off by wet sanding the car 1st and then
buffing it afterwards to restore the shine lost from wet sandingMerely buffing the vehicle would not get the paint splatter offThey could not get to the car however until the
following week on Tuesday. In interest customer service and of trying to keep *** *** as a
customer satisfied we offered to have this done for her even though we did not cause
the paint splatter*** *** felt that waiting till the following Tuesday was
unacceptable and stated since we are a dealer we have the personnel and we
should be able to take care of itWe let her know that this isn't a job that
we do, we don't have the personnel, the training or the equipment to wet sand
and buff the carWe contacted several local body shops and none of them could
get to the car until the following weekWe did find a local detail shop that does
wet sanding and buffing and they offered to do the job but weren't certain
they could be done by the following day close of businessTheir guy also
stated the splatters were from paint and in his opinion the splatter wasn't
just from a few days ago but had been there beforeWe had them at ***
detailing wet sand and buff the entire car in interest of customer service and we paid *** for the jobNo money for this job was charged to *** ***

I have always had a very good relationship with the Revdex.com throughout the years as you can see in my history and almost always came through with a resolution for our customersThis has been the case since my family purchased Alexandria *** over years agoWith that being said, I'm at a loss here and are experiencing this type of complaint for the first time in my career and don't know what to do to resolve this to the satisfaction of the clientUnfortunately, knowing that the customer filled out a credit application that clearly states the intentions in writing directly above the signature line and credit was ran by our manager there's nothing I can doIn fact regardless even if I tried, I cannot reverse an inquiry anywaysI hate that this is where I end this and is very non typical for me, but in this particular case I have no choice.Thanks,Wesley G***Chief Operating Officer***@greenwayautomotive.com###-###-#### www.***.com

*** *** dropped off his vehicle for a coolant leak issue. We performed a pressure test and found coolant leaking from the flange and hose. We advised *** *** of our findings and he authorized to replace the flange and hose. After performing the repair and
performing a check on the vehicle, we noticed another leak coming from the radiator. We explained to *** *** that it looks like the vehicle had coolant leaks from different places. Since the leak ant the flange and hose were more severe, this was more obvious to see during the test. After replacing the flange and hose, it now has proper pressure and a secondary minor leak has now surfaced which is coming from the radiator. We explained this to *** *** and he insists that this occurred during the pressure test. When performing pressure test, we only apply he same amount of pressure as the engine would on running condition which is approximately psi. *** *** was given an estimate to replace the radiator but refused to pay. He then suggested that he would pay for the part and we agreed that we will incur the labor cost to replace the radiator. We agreed on this and *** *** picked up the vehicle when the repair was completed (copy of the signed invoice attached). *** ***'s request for a refund of $is going against what he proposed and agreed to pay for the radiator replacement. We do appreciate *** ***'s business and we would be happy to offer him a $credit towards any future repairs at Alexandria ***

When we diagnosed this vehicle on 07/02/2016, we did have fault codes P3043 (Fuel pump mechanical malfunction Intermittent) and P0087 (*Fuel Rail/ System Pressure - Too Low Intermittent).  We also put a fuel pressure gauge on the High Pressure Fuel Pump and received a reading of less than 5...

bars.  We recommended to replace the high pressure fuel pump due to the low pressure readings we were able to obtain.  The vehicle did come back and we scanned it again (07/06/2016)  and obtained codes P3043 and P0087, in addition we also obtained code P3089 Fuel pump electronics signal wire Electrical error - Intermittent)  We also tested the in-tank fuel pump and getting a reading of less than 5 bars (picture and video attached).  It looks like both fuel pumps and control units were malfunctioning intermittently.  This is not something any repair shop can predict.  We did not just diagnose the vehicle by reading codes, we also tested the fuel pressure on the fuel pumps.I can understand Ms. [redacted]'s concerns due to the symptoms and the time frame.  I am willing to install the new parts at no labor cost and extend a courtesy 10% discount in the parts.Sincerely, Alfred M[redacted]Service ManagerAlexandria Volkswagen###-###-####[redacted]

I just had a meeting with the salesperson and his manager that communicated with this client. Customer signed a credit application authorizing our company to run credit. Regardless of what the customer may think or was told elsewhere when we run credit prior to settlement in the finance office for...

purposes of a simple payment quote this is considered a "soft" inquiry. However, that is irrelevant either way because there was a credit application completed and signed. I would attach a partial copy as proof but the customer stole the one and only copy right off my salespersons desk and left (we NEVER make a copy for security purposes). Even if I tried to remove their inquiry to please the customer I psychically could not. There is literally no action I can take to resolve this specific complaint. Thanks,Wesley G[redacted]Chief Operating Officer[redacted]@greenwayautomotive.com[redacted] www.[redacted].com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: The business has made representations that are completely false. First, the business is asserts that they run soft inquiries when they have their customers sign credit applications. [redacted], and [redacted] have now all confirmed that the type of credit check that was run by the ** dealership is a "hard hit." As a result of this "hard hit" my credit score has dropped. The [redacted] dealership is incorrect. They are either representing that their credit checks are "soft hits"  because they are mistaken or because they are lying to induce business. If they are mistaken, they refuse to listen to reason, and will take advantage of other customers in the same way, i.e. affecting the credit scores of unaware customers. If they are lying, then they are acting fraudulently in trying to induce business from their customers. I find it hard to believe that a car dealership, who is a high volume seller of cars, and running a credit check for almost every car they sell, is unaware of the ramifications of running someones credit and believe that the business is lying to its customers to induce sales of its cars. Secondly, the company contends that I "stole" the paper work of their desk. Again, to reiterate and for background, I asked the manager multiple times if, by signing the credit application that he had us fill out, we would receive a hard hit on our credit reports. Explaining that I am trying to rebuild my credit, I did not want to have any hard hits on my credit report. After being assured multiple times that their inquiry would not be reflected on my credit report, I gave them the okay to facilitate negotiations for buying a car. Immediately, [redacted] sent me an email. I ran over to the desk of the person running our credit so that I could retrieve my girlfriends credit application because I did not want her to have a hard hit as well, and retrieved the application. I called [redacted] and they confirmed it was a hard hit. I was either the victim of someone else's ignorance, or lied to. I sat down to wait for my girlfriend to return from a call and left the papers sitting on the desk of the car salesman. After she returned, we left very angry. I realized I had left my papers on the desk of the car salesmen. I went back in, Brett handed the paperwork to me, shook my hand, and we exchanged apologies between each other that the situation hadn't worked out. To allege that I "stole" paperwork, with my own personal identifying information, from a business that had either negligently informed themselves of what running credit means, or lied to me about what their credit checks are, is absolutely appalling. Thirdly, it absolutely is relevant that the soft inquiry versus hard inquiry distinction is made, because, as customers, we relied on the representations of the manager. We would not have signed such a statement or application to check our credit if we had know it would result in a hard hit on our credit. The paperwork was signed only on the car salesman's either negligently informed, or fraudulently represented statements about the forms ramifications. Since the form would not have been signed without their actions, the fact that there was a signed form for a credit check is irrelevant since it was obtained from either negligent or fraudulent representation. Also, if the dealership would help get the "hard inquiry" removed from my credit, I would be happy to provide them with such information that they might need, within reason, so that they can help. I find it troubling they have not tried in any way to provide solutions to the problem, but simply try to blame the other party. Any help that can be provided by the BB would be much appreciated.Best,[redacted]

We will refund the $90 and  a letter of apology will be written. Please ask the customer to contact our Service Manager Jonah K[redacted] to arrange this refund. His direct phone number is ###-###-####.

There are specific reasons for the delay that my staff made me aware of but I will not go into detail but just jump right to results in the interest of taking care of the customer. Due to the GAP company's delay I have authorized our Waldorf accounting department to mail a check directly to the...

customer for the amount of $318 (prorated refund as of last July) and not wait any longer for the GAP company to refund. My apologies for the delay.

After [redacted]'s comments regarding doing harm and possibly eliminating employees, we decided to contact the local Police Department after comments made by [redacted].  We were advised by the Police Department to tell [redacted] to pick up his vehicle and that he is no longer allowed on our property.  [redacted] was made aware of this notice.  [redacted] came by to pick up his vehicle on February 4, 2016 but he refused to leave.  The Police Department was called to have [redacted] removed from the property.  The Police officers advised [redacted] that if he didn't leave the property, they will take him and he will be charged with trespassing.  After numerous requests to have [redacted] leave the property, he finally left with the assistance of a few Police Officers.  He was told again by Alexandria [redacted] and the Alexandria Police Department to leave the premises and he is no longer allowed to return.  If [redacted] is to return to Alexandria [redacted], the Police Department would then pick him up and he will be charged with trespassing.  At this time, we no longer have any ties with [redacted].

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I took my vehicle to another [redacted] Dealership in Springfield, VA and was able to get clarification on alot of concerns I had with the Alexandria location. I was told that my airbag light was on due to a pod's module which was the seat occupancy sensor. When the vehicle was checked by a technician it was confirmed that the module was unplugged and triggering the airbag light to stay on. This should have been found at Alexandria and there was NO CHARGE to have my airbag light removed. In regards to the check engine light it was confirmed that the first time this code was detected it was in the possession of [redacted] of Alexandria (proven by frequency counter, date detected, time of pick up) there were multiple codes found for misfires and it should not have rendered a check engine light to come on. They cleaned the troubled area and reset the codes and the check engine light DID NOT return. This was NO CHARGE as they indicated that from their findings the light should not be on. Through simply following up and asking questions to the technician at Springfield I became knowledgeable of my vehicles fault codes that were detected. I feel that Alexandria purposely hindered my vehicle to produce a check engine fault and cleared it so that it would come up only one more time, getting me to pay for nothing, and returning my vehicle with out the check engine light. This may be why they did not want to give me my vehicle diagnostic report. I asked for it and they denied this request, which is against the law and it upheld with consumer protection. A vehicle diagnostic is always surrendered upon customer request and that is why I am attaching the vehicle diagnostic report from [redacted] of Springfield. Mr. Alfred, the service manager at Alexandria specifically told me that he cannot give me my vehicle diagnostic because it is "property of [redacted] of america". [redacted] of Springfield has recommended me to change the spark plugs and a number of other things to keep the Check engine from returning and cleaning up my vehicle, this problem came up in the hands of the [redacted] of Alexandria and I should not be liable to pay for this service. I have already paid for it to be completed and have retrieved my vehicle. I have paid $850 at Springfield [redacted], $75 for towing services from dealership to dealership, over $100 in transportation(bus/metro/uber/lyft) costs and $65 for a rental car. I feel that if I would have went to Springfield in the first place, none of this 2 week situation would have occurred. My check engine light came on for the first time on February 1st, 2016 and I never took the vehicle off the property, which is evident in the service records that are attached. In any event, there is a lot of he say, she say and OPINIONS about me and Alexandria [redacted] that we will continue to disagree on and that's fine. The FACTS are shown in the attached paperwork and video that we are all aware of and it comes down to Alexandria quoted me $2100 to plug in a sensor, $1800 to remove a check engine light that was detected in their possession and had me banned for asking questions about my diagnostic report. Obviously they did not want me to obtain these documents because they were at fault and did not want to own up to the "mistake". 
Why couldn't Alexandria find that the Pod's Module has been unplugged and that is the reason that the airbag light is on? Why did they come to a conclusion and diagnose that I needed to replace my entire seat for $2100? Why didn't the service manager take a second look after, I pleaded that this must be a mistake? Why did the service manager not want to show me the diagnostic that was taken for the check engine light or airbag light? The Springfield location was happy to show and explain everything that my diagnostic reported, this gives them credibility and makes a consumer feel comfortable about spending money for the RIGHT REASONS. This is why its required by law that a diagnostic report be surrendered to the consumer if its asked for.  My only answer is that Greenway Associates acting as [redacted] of Alexandria are scamming people out of their hard earned money and that is NOT OKAY. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Alexandria VW is...

working on my car now! Everyone I encountered today was very helpful. I am satisfied with the outcome.
Regards,
[redacted]

As per our discussion, Owner is stopping by 11/07/2017 with vehicle to test drive and show us what is going on.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me.  I am not happy with the outcome.  I would have preferred a cash refund (I paid in cash) of the $231.00.  
Regards,
[redacted]

[redacted],First of all please allow me to apologize on behalf of my sales manager Jamall. He has been with us for many years and has always put the customer first but this does not seem to be the case in your situation. The typical procedure is if there was a promise for any future "no charge"...

items is to provide us with the receipt that should have been generated at the time that promise was made but it would appear that we failed to do so. I talked to Jamall this morning and he explained to me that he was just following procedure and never thought you were "lying". What I do wish before you expressed your frustrations with us on [redacted] and now the Revdex.com was that you reached out to myself. My family has owned Alexandria [redacted] for many years and I have been here since day one. To this date I cannot recall a case where I didn't do everything in my power to correct any customer concerns and this will not be a different case. With that being said I would like to mail you a check for the amount of $250 (estimated cost of two details and a tank of gas). I feel that sending you the value will be the quickest and easiest solution so none of your time is wasted. Please let me know if this solution will work for you and please confirm your address. Again, I apologize for your negative experience with us and I hope this immediate response will motivate you to remove or update your social media reviews possibly with a positive outcome. It's my family home and I take pride in what is forever stamped to the public.Thanks,Wesley G[redacted]Chief Operating [email protected]###-###-#### Alexandria (Direct)###-###-#### Waldorf

I have read your complaints and immediately communicated with both Brett and Andy about this. I absolutely apologize for the interactions you and your wife experienced with Andy and I promise you that I will address that with him. He has been with us for many years and I don't know why he acted in...

that manner and is very non typical of him. I don't know if he was having a bad day or not but there is never an excuse to act that way. Brett let me know that he left a voice mail for you to call him with an option that he feels may be something that you are open to. If his proposed option is not what would satisfy you then I will personally guarantee that your required resolutions through the Revdex.com will be granted. It's up to you and I'll be on stand by pending your communication with Brett. FYI my family has owned Alexandria ** for over 20 years and I've been a part of it since day one. I always deliver on my promises to the best interest of our customers.

This person filled out a secure online credit application which is a legal approval to run credit and that's exactly what my sales manager did. We have no interest in running anybody's credit without consent. Attached is the online credit application that Wesley Defreitas filled out for your...

reference. I did black out some personal items (SSN, DOB, etc) for his privacy. Also for your reference the link to that Online Credit Application Request for Financing page is below. I ask the Revdex.com to disregard this case. This person has harassed us on multiple social media sites, has never stepped foot on our property, has not purchased anything and I consider him NOT our customer. We have done nothing wrong in regards to his complaint and no resolution is required. You have everything you need to prove that and this will be my only response. My family has owned this company for 20 years and I have worked here since day one. I/We have always done everything in a legal manner and I personally do my best to take care of any of our customers concerns. Revdex.com feel free to give me a call on my direct office number if you have any questions or need any additional information to support this email, below link and attachment. I can provide anything you need since we have had this convenient online application tool available to the public for many years and have never received a complaint, until now.Link:https://vwdealersecureforms.cdk.com/6bcc38781c65100483100003ba2ccb57/Fi...⇄ GreenwayChief Operating [email protected](703)535-3509 www.alexandriavw.com