Audi Burlington

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*** *** *** 6/7/Revdex.com *** *** *** *** *** *** Marlborough, MA RE: Customer Experience Complaint *** *** *** *** ***
*** *** *** *** To Whom It May Concern: We are writing
in response to the complaint filed with the Revdex.com on June 6, The attached records indicate Mr*** dropped off and authorized *** *** *** *** on 5/26/2016, to look at his *** *** for a “reduced engine power light” and to complete an oil and filter changeAt that time, with the cause of light unknown, it was being looked at as a warranty itemUnfortunately, evidence of outside influence from rodents was discoveredThese findings resulting in the warranty, on this particular repair, to be voidedThis is referenced in Mr***’s (Official Porsche) Warranty and Maintenance handbook that should have been provided at purchase from his selling dealer, which was not *** *** Porsche Burlington [photos attached]On June 1st at 6:01PM an email from our service advisor, *** ***, was sent directly to Mr*** regarding the rodent findings and an estimate to repairIt was suggested by us that Mr*** should contact his insurance companyMr***’s email response to our service advisor on June 1st, at 10:52PM acknowledged that the “reduced engine power light” had come on just a week after purchasing from another dealer and it must have been damaged since that timeHe then declined that repair and said he would take the vehicle back to the selling dealer and would only like us to move forward with the oil and filter change[Emails attached] After discussing diagnostic payment concerns, we did not charge him any fees for the “reduced engine power light” and completed the discussed oil change at the authorized price of $plus taxes and feesFinal price of the service was $333.07, as we discounted the oil and filter change for him and $for all diagnostic work doneOur service department received an email from Mr*** on June 6, 7:06PM displeased with the service we provided stating, “it has no warning light on when we dropped off.” We sympathize with his concerns for driving with a malfunction light, but as explained above, this light was a concern when he dropped off with us and he had been aware of it since purchasingMr*** authorized us to diagnose the light and when presented the quote declined any repair to the “”reduced engine power light” [declined via email June 1, 10:52] which is why the light has remained presentUpon pick up of vehicle, the service was paid for and signed by Mrs*** and Line C on repair order *** states that cause of the “engine malfunction light” was due to the presence of rodents and the customer declined repairsWe successfully diagnose and repair thousands of cars every year and are dedicated to providing great service to our customersWe appreciate him expressing his concerns and should he like to move forward with repairs he is welcome to reach out and discuss the quote given to him on June 1stThank you for your time on this matter

***,I am sorry to hear of your recent visit with usOur team strives to provide truly exceptional service visit every time and my apologies this was not the case for you this time around*** and I would like the chance to make this right for youWould it be ok if we reach out to you via phone
to discuss tomorrow? If so, what time would work well for you? Thanks,***