Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
1. The first time I was advised that payment would be required up front is once I arrived at Audi to pick up my car. At no time prior to that day did the service department advise me that payment would not come directly from the insurer. In fact, during one of my many telephone calls to the insurer they told me that they deal with audi of manhattan service deptall the time and often make payment directly to them for repairs
2. *** *** specifically told me that they do, in fact, deal with *** on other tire claims.
3. The tires were sent back to the insurer following several telephone calls from myself to *** ***, after receiving letters from my insurer telling me they never received the tires back
Lastly, at no time was I was advised by *** *** that the approval they received for the tires was conditional. If at any time prior to me making payment to Audi for the tires they advised me that they could not process the claim, or were unable to process the claim, I would have gotten involved directly with the insurer to process the claim. Once Audi made the claim and sent the tires back to the insurer there was nothing I cold have done to rectify the situation as it was out of my hands. The call suggesting that I contact the broker came over months AFTER the claims were made by Audi and subsequently denied by the insurer. There is nothing else I could have done at that point since the insurer specifically told me that they would not re-open the claim AND further advised me that they told Audi the same thing a few days before I spoke with them
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Upon researching this complaint I received the below email from *** ***, client advisor at Audi Manhattan:
*** came in in the am with a flat tire. When writing her up we did a walk around and noticed that two other tires were damaged. The right front and
the left rear tires had bubbles in the sidewall and the left front was the flat which was the cause for her visit. During the write up process we had discussed that she has a *** wheel and tire insurance coverage. I had explained at the time of write up that we do not participate with *** due to complications of payment from them.
She had acknowledged that she was willing to pay up front and that I would send over a copy of the paper work to her warranty company. Upon the techs inspection of the car we confirmed that it was just the three damaged tires we discussed in the service drive. I called *** for authorization. The three auth #s left front *** left rear *** and the right rear ***. The old tires were requested by *** to be sent in for inspection I did sent themI have the three packing slips from Fedex.
The Audi Manhattan Parts department did send in the tires requested. I personally followed up with *** to confirmed that they have the tires. After about a week or two the customer called in to her warranty company trying to find out when she would be receiving the reimbursement for the three tires that were replaced. After she spoke with *** they said that they were declining the claim for the tire replacement because the dot#s number on the paperwork is a different dot #s than the ones on the car. The dot on the paperwork is for the new tires that were installed on the car. Once the claim was declined myself and the *** *** had reached out to ***. I called the main number to find out what was the cause for the claim to declined and my *** *** called our contact from Dealer Tire who is our wholesale supplier with direct contacts to ***. It seems that *** is holding firm to their decision and our phone calls to assist this customer seemed to have gotten nowhere. Once the final decision was made that *** wasn't going to pay ***, *** then in turn called Audi USA for compensation. Audi did in turn reach out to us at Audi Manhattan and as a goodwill gesture we are reimbursing the customer for the price of one tire and also the cost of the instillation. I have called *** to inform her of the refund that we are going to be sending her but I haven’t received confirmation from her that the address is still current. If there are any other questions regarding the service visit please let me know
A note from ***, *** ***: Although this has no bearing on how we treat our customers but this vehicle was purchased from a broker through Audi Manhattan and the warranty was not purchased at Audi Manhattan it was purchased at the broker’s officeOur job is to call the outside warranty companies and request paymentIf there are issues we inform the customers as we did here and then it is their responsibility to call their warranty company and request reimbursementWe did call her Warranty company on her behalf and they refusedWe cannot determine or be at fault for a transaction from another dealershipMost customers believed that all Audi dealerships are all affiliated but we are independently own and have no idea what was said to the customer at the time of sale of the car and the warranty by the broker
Audi Manhattan has helped in any way possible but there is unfortunately nothing else we can do
Kind regards,
*** ***
*** *** *** ***
Audi Manhattan has reviewed the complaint and cannot make any additional changes in our responseIt is unfortunate that a mutual resolution is unable to be met
Kind regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
1. The first time I was advised that payment would be required up front is once I arrived at Audi to pick up my car. At no time prior to that day did the service department advise me that payment would not come directly from the insurer. In fact, during one of my many telephone calls to the insurer they told me that they deal with audi of manhattan service deptall the time and often make payment directly to them for repairs
2. *** *** specifically told me that they do, in fact, deal with *** on other tire claims.
3. The tires were sent back to the insurer following several telephone calls from myself to *** ***, after receiving letters from my insurer telling me they never received the tires back
Lastly, at no time was I was advised by *** *** that the approval they received for the tires was conditional. If at any time prior to me making payment to Audi for the tires they advised me that they could not process the claim, or were unable to process the claim, I would have gotten involved directly with the insurer to process the claim. Once Audi made the claim and sent the tires back to the insurer there was nothing I cold have done to rectify the situation as it was out of my hands. The call suggesting that I contact the broker came over months AFTER the claims were made by Audi and subsequently denied by the insurer. There is nothing else I could have done at that point since the insurer specifically told me that they would not re-open the claim AND further advised me that they told Audi the same thing a few days before I spoke with them
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Upon researching this complaint I received the below email from *** ***, client advisor at Audi Manhattan:
*** came in in the am with a flat tire. When writing her up we did a walk around and noticed that two other tires were damaged. The right front and
the left rear tires had bubbles in the sidewall and the left front was the flat which was the cause for her visit. During the write up process we had discussed that she has a *** wheel and tire insurance coverage. I had explained at the time of write up that we do not participate with *** due to complications of payment from them.
She had acknowledged that she was willing to pay up front and that I would send over a copy of the paper work to her warranty company. Upon the techs inspection of the car we confirmed that it was just the three damaged tires we discussed in the service drive. I called *** for authorization. The three auth #s left front *** left rear *** and the right rear ***. The old tires were requested by *** to be sent in for inspection I did sent themI have the three packing slips from Fedex.
The Audi Manhattan Parts department did send in the tires requested. I personally followed up with *** to confirmed that they have the tires. After about a week or two the customer called in to her warranty company trying to find out when she would be receiving the reimbursement for the three tires that were replaced. After she spoke with *** they said that they were declining the claim for the tire replacement because the dot#s number on the paperwork is a different dot #s than the ones on the car. The dot on the paperwork is for the new tires that were installed on the car. Once the claim was declined myself and the *** *** had reached out to ***. I called the main number to find out what was the cause for the claim to declined and my *** *** called our contact from Dealer Tire who is our wholesale supplier with direct contacts to ***. It seems that *** is holding firm to their decision and our phone calls to assist this customer seemed to have gotten nowhere. Once the final decision was made that *** wasn't going to pay ***, *** then in turn called Audi USA for compensation. Audi did in turn reach out to us at Audi Manhattan and as a goodwill gesture we are reimbursing the customer for the price of one tire and also the cost of the instillation. I have called *** to inform her of the refund that we are going to be sending her but I haven’t received confirmation from her that the address is still current. If there are any other questions regarding the service visit please let me know
A note from ***, *** ***: Although this has no bearing on how we treat our customers but this vehicle was purchased from a broker through Audi Manhattan and the warranty was not purchased at Audi Manhattan it was purchased at the broker’s officeOur job is to call the outside warranty companies and request paymentIf there are issues we inform the customers as we did here and then it is their responsibility to call their warranty company and request reimbursementWe did call her Warranty company on her behalf and they refusedWe cannot determine or be at fault for a transaction from another dealershipMost customers believed that all Audi dealerships are all affiliated but we are independently own and have no idea what was said to the customer at the time of sale of the car and the warranty by the broker
Audi Manhattan has helped in any way possible but there is unfortunately nothing else we can do
Kind regards,
*** ***
*** *** *** ***
Audi Manhattan has reviewed the complaint and cannot make any additional changes in our responseIt is unfortunate that a mutual resolution is unable to be met
Kind regards,
*** ***