Audi Bethesda

July 9, Dear [redacted] : I am writing in response to complaint ID [redacted] which I am also enclosing with this letterWe are a brand new Audi dealership and as a result have had some technical difficulties regarding retail contractsFortunately they are now resolved and we expressed our sincere apologies to the clientHer license plates were sent to her via ***She was not available to receive them and we are not able to send them to her officeShe called me on Friday July to complain about not receiving the [redacted] and not receiving her refund due from her payoffPer that conversation we mutually agreed to have [redacted] return the package to us and that we would re-send them with a signature release just as soon as we received them backWe followed up with [redacted] and they indicated that they were required to try to deliver them one more time (a 3rd time) before they could return them to the senderThey tried that MondayWe called Tuesday and they said they would return them to us within daysI have since explained this to the client and will send the plates to her just as soon as we get them back.As for the refund, I have spoken to the client and corrected her misunderstandingShe thought it was our responsibility to provide the refundThe refund is a result of our overpayment to [redacted] Bank where she had financed her car that was traded inThis is very typical because nobody knows the exact day a payoff check will arrive to a bankThe customary practice is to get a quote called a “ten day payoff” from the bank to give ample time for processingSince the relationship is between the client and [redacted] bank, for privacy issues I cannot contact the bank on behalf of the clientI have explained this to the complainant and she is aware that she may call the bank to find out when she should expect her checkThank you for your inquiry with usI do believe that the complaint will be resolved to the client's satisfaction in relatively short orderBest regards, Peter K.Sales Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The misunderstanding was on the part of the Sales Manager (Pete), and Audi [redacted] As explained to my husband and I during our initial interaction on Monday, May 25th, from our purchased [redacted] , is that we would receive a pay-off check from Audi Bethesda/ [redacted] This was based on the difference of the travalue on the contract vsthe loan pay off.On Thursday, July 9, 2015, Pete stated that their dealership could not obtain the payoff information since the loan was under my nameHe also was insistent, that the payoff check would come from [redacted] and not [redacted] *** However, upon calling ***, it was confirmed that [redacted] had in fact paid off the loan in full to the exact amount dueThis would leave the balance to come from [redacted] This entire situation speaks to the fact of poor communication amongst themselves, and with the customer I believe this led to the unacceptable period of resolution In response to the title and tags, I specifically mentioned to Debbie P [redacted] to [redacted] my tags without signature to my home, as I am located on a secure Army post and cannot receive personal packages She then told me that she would either hand-deliver my title and tags on the weekend of June 20, and she would give me a call to make other arrangements I received no communication whatsoever that weekend On Sunday, June 28th, I followed up with my Audi Brand Specialist, Vanessa Urbina and she did respond promptly by attempting to send themAs of Friday, July 10, I finally received my title and tags, then on Saturday, July 11, 2015, I received my pay off check from Audi Bethesda/ [redacted] *** I’m very disappointed on the customer service that has been provided to me by the Finance Manager, Debbie P [redacted] since she has not paid attention to detail on the execution of the sales contract I’m also disappointed in the passive aggressive response from the Sales Manager, Peter “Pete” K [redacted] Even after emailing the General Manager, Gil H [redacted] , I received no response I initially attempted to contact the General Manager by email on June 15, Upon receiving no response, I attempted to then call on July, 3, but was brushed off with a response that “the manager is on vacation.” When operating a customer driven business, like a dealership, there should be a level of professionalism that should be expectedThey have fallen very short in this areaI understand they are a new dealership but, the utter disregard for the customer, the nonexistent communication, and poor level of customer service should have also been handled in a more professional manner Regards, [redacted]

July 9, 2015
Dear [redacted]:
I am writing in response to complaint ID [redacted] which I am also enclosing with this letter. We are a brand new Audi dealership and as a result have had some technical difficulties regarding retail contracts. Fortunately they are now resolved and we...

expressed our sincere apologies to the client. Her license plates were sent to her via [redacted]. She was not available to receive them and we are not able to send them to her office. She called me on Friday July 3 to complain about not receiving the [redacted] and not receiving her refund due from her payoff. Per that conversation we mutually agreed to have [redacted] return the package to us and that we would re-send them with a signature release just as soon as we received them back. We followed up with [redacted] and they indicated that they were required to try to deliver them one more time (a 3rd time) before they could return them to the sender. They tried that Monday. We called Tuesday and they said they would return them to us within 3 days. I have since explained this to the client and will send the plates to her just as soon as we get them back.As for the refund, I have spoken to the client and corrected her misunderstanding. She thought it was our responsibility to provide the refund. The refund is a result of our overpayment to [redacted] Bank where she had financed her car that was traded in. This is very typical because nobody knows the exact day a payoff check will arrive to a bank. The customary practice is to get a quote called a “ten day payoff” from the bank to give ample time for processing. Since the relationship is between the client and [redacted] bank, for privacy issues I cannot contact the bank on behalf of the client. I have explained this to the complainant and she is aware that she may call the bank to find out when she should expect her check.
Thank you for your inquiry with us. I do believe that the complaint will be resolved to the client's satisfaction in relatively short order.
Best regards,
Peter K.Sales Manager

[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:
The misunderstanding was on the part of the Sales Manager (Pete), and Audi [redacted].  As explained to my husband and I during our
initial interaction on Monday, May 25th, from our purchased 2015
[redacted], is that we would receive a pay-off check from Audi Bethesda/[redacted].  This was based on the difference of the
trade-in value on the contract vs. the loan pay off.On Thursday, July 9, 2015, Pete stated that their dealership could not obtain the
payoff information since the loan was under my name. He also was
insistent, that the payoff check would come from [redacted] and not [redacted].  However, upon calling [redacted], it was confirmed
that [redacted] had in fact paid off the loan in full to the exact amount due. This
would leave the balance to come from [redacted]. This entire situation speaks to the fact of
poor communication amongst themselves, and with the customer.  I believe this led to the unacceptable period
of resolution.
In response to the title and tags, I specifically mentioned
to Debbie P[redacted] to [redacted] my tags without signature to my home, as I am
located on a secure Army post and cannot receive personal packages.   She then told me that she would either
hand-deliver my title and tags on the weekend of June 20, 2015 and she would
give me a call to make other arrangements. 
I received no communication whatsoever that weekend.  On Sunday, June 28th, I followed up with my
Audi Brand Specialist, Vanessa Urbina and she did respond promptly by
attempting to send them. As of Friday,
July 10, 2015 I finally received my title and tags, then on Saturday, July 11,
2015, I received my pay off check from Audi Bethesda/[redacted]. 
I’m very disappointed on the customer service that has been
provided to me by the Finance Manager, Debbie P[redacted] since she has not paid
attention to detail on the execution of the sales contract.  I’m also disappointed in the passive aggressive
response from the Sales Manager, Peter “Pete” K[redacted].  Even after emailing the General Manager, Gil
H[redacted], I received no response.   I
initially attempted to contact the General Manager by email on June 15, 2015.
Upon receiving no response, I attempted to then call on July, 3, 2015 but was
brushed off with a response that “the manager is on vacation.”  When operating a customer driven business,
like a dealership, there should be a level of professionalism that should be
expected. They have fallen very short in this area. I understand they are a new dealership but,
the utter disregard for the customer, the nonexistent communication, and poor
level of customer service should have also been handled in a more professional
manner.   
Regards,
[redacted]