Auburn Volkswagen Inc

Hello Revdex.com! Hope all is well down there.We did sell a good car at a good price over a year ago, and thankfully Mr*** bought an extended service contract that does cover the transmission. Unfortunately the process for finding like transmissions for year old cars with over 120k
miles on them is not a very good solution.So I totally empathize with Mr*** and the plight of this particular repair, and how poorly it's turned out so far.Therefore I've authorized our service manager to replace Mr***'s transmission with a much newer (what we call remanned) transmission directly from VW, and we are going to eat the $3,difference on it.Jerry our service director has communicate this and we are in the process of making this happen currently.Thank you for bringing this to our attention and we will get it resolved. Best regards, Matthew W*** G.M

Complaint: ***
I am rejecting this response because: It is a generic and quick response There is no evidence that anyone has reviewed any details of the service record, and there is no rebuttal to the multiple issues with which a reputable organization would be concerned Auburn VW is selling certified used cars with questionable certification I am interested in a logical explanation as to why this is allowed to happen and some reinforcement that the people in charge of the dealership are indeed ready to stand behind their product and procedures instead of so easily dismissing an issue as if they are not responsible Sincerely,
*** ***

This valued customer returned to the dealership on October and allowed us to repair his car to his satisfaction.Issue Resolved

To whom it may concern:Multiple attempts have been made by email and phone call in an effort to dialog about this complaint.Although Auburn Volkswagen has yet to hear back from the customer we will continue to try in hopes of bringing resolution to this issue.

So sorry that we had not seen this complaint. The customer had also complained directly to us and we escalated it to management. We were able to work out a deal for the customer and get him his new car.
We appreciate you Revdex.com and will respond more timely in the future as...

complaints for us have been very rare over the years.
Warmest regards,
Matthew W[redacted] G.M.

The vehicle in question is a 2007 VW Jetta that was safety inspected by Auburn VW on Oct. 14, 2014 and was purchased by [redacted] in that same month. Because this car was already 7 years old at the time of purchase it did not qualify for certification. In a previous statement to the Revdex.com, [redacted] implied that the car she purchased from Auburn VW was certified, which is an industry designation for limited vehicles meeting certain parameter for age and mileage. This car did not meet those standards because of its age. Therefore, [redacted] purchased this 2007 Jetta just as every used car is sold in the State of Wash. AS IS / NO WARRANTY under the law. However, like every preowned vehicle sold at Auburn VW, [redacted] was offered to purchase an extended service contract (Warranty) when she purchased the car which she declined. [redacted] erroneously reported the odometer mileage to the Revdex.com at purchase as being 69,000 miles when in actuality the odometer reading at time of purchase was 59,000 miles. Over the course of ownership form Oct. 2014 until now this car has only been to the Auburn VW Service Dept. on 5 occasions. 1) May 2015 the oil was changed, 2) July 2015 the battery replaced, 3) Jan. 2016 the oil was changed, 4) March 2016 serpentine belt inspection was requested but customer declined the repair, and lastly 5) Dec. 2017  [redacted] reported to Auburn VW that the check engine light was on, so we diagnosed and subsequently remedied that issue. Five service visits over a 38 month period is not adequate maintenance for any brand, make, or model vehicle. If maintenance is not performed at proper intervals, system failures can be expected. At the time of [redacted]'s most recent visit (Dec.2017) the odometer reading was 96,000 miles. At that point [redacted] had been driving this car for 38 months (Oct.2014-Dec.2017) and driven 37,000 miles (59k to 96k odometer reading miles). At no point during that time was Auburn VW asked to service or even check the transmission. The customer's stated contention was, "the transmission was failing when I bought the car". If that were true, the transmission would not have held up for 37,000 miles over a period of 38 months. As stated previously, Auburn VW apologizes to this complainant for any inconvenience this vehicle issue has caused. However, having reviewed the written complaint and our records we find no grounds for any action on our part at this time.  W

In response to this complaint Auburn VW apologizes to complainant for any inconvenience that this vehicle issue has caused you. However, having reviewed the written complaint, and our records for your visits to the dealership we find no grounds for any action on our part at this time. If there...

is more to this story that I have yet to know, please contact me directly.  Loren W[redacted]

Hi [redacted], Please accept our apologies for the inconvenience we've caused you. We have every intention of resolving this matter in a way that is to your liking. Please give us a little time to investigate on our end as this is the first time that I noticed (Sunday 6/11) that you have an issue with...

us. I would also like to visit with you directly about this so that we can provide the most appropriate and generous response. I respectfully ask that you call me, Loren W[redacted], Auburn VW Customer Concierge, 253.833.4940. Looking forward to hearing from you! Loren