Audi Spokane

Dealership explained to customer as part of safety and store policy we can't sell or retail a vehicle that is under manufacturer safety recall, unless it is repaired prior to sale Used vehicle Mercedes they were looking at has a passenger side Takata airbag open safety recall which is a major concern for customer safety Dealership has this policy and process put in place to protect our customers safety and well being Currently Mercedes does not have a fix for this problem or timeline We apologized to the customer if this causes Ms [redacted] a problem but selling a car with a known recall airbag problem is not something our dealership is willing to compromise Jerry B [redacted] General Manager

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 Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: This is a half way of apologizing. You do not even understand why I am upset and only care about getting this complaint off your record. You had my husbands boss call me who is at a totally different dealership, I took this as you were just trying to scare me into making this complaint go away. This is ridiculous! I am upset because you got rid of the car and didn't even TELL me, I would have been OK if I had received a phone call and they said " I am extremely sorry but since there is still no fix on the Mercedes recall, Autonation is forcing us to get rid of them. We apologize, but we are selling it to this dealer and if you would still like the car this is where it will be at" if this is what happened, I would have understood. But you did not tell me and I found out by accident and if I never found out I would have kept waiting and not continued car shopping. This is not the customer service that I would expect from a large dealer like Autonation not to mention this was an employee. You do not see what you did wrong and only care about getting this complaint erased and not about your customers. I will not be a customer of Autonation Audi ever again. Sincerely, [redacted] ***

customer complaint has been addressed and fixed. Our dealership addressed all of customer concerns and customer is very satisfied with resolution

The customer did come in to have recalls completed (Takata airbag and EMC update) which we didduring this visit we did not perform a multi-point inspection which would require going under the hood also Neither of these recalls require us to go under the hood which is where
the sensor is locatedWhen the customer picked up the vehicle, she did speak to the service manager who explained the possibilities of a part going faulty and offered to pay for the labor in show of good faithCustomer declined stating she was unable to afford it and leftI would be more than willing to work with the customer on pricing of the part and still including the labor

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.
Sincerely,
[redacted]

I wanted to thank you for your assistance during this. The problem was resolved and the company sent me a refund check.
 
Thank you very much.
 
[redacted].

Dealership explained to customer as part of safety and store policy we can't sell or retail a vehicle that is under manufacturer safety recall, unless it is repaired prior to sale.  Used vehicle Mercedes they were looking at has a passenger side Takata airbag open safety recall which is a major...

concern for customer safety.  Dealership has this policy and process put in place to protect our customers safety and well being.  Currently Mercedes does not have a fix for this problem or timeline.  We apologized to the customer if this causes Ms. [redacted] a problem but selling a car with a known recall airbag problem is not something our dealership is willing to compromise.
Jerry B[redacted]
General Manager

Complaint: [redacted]I am rejecting this response because: This is a half way of apologizing. You do not even understand why I am upset and only care about getting this complaint off your record. You had my husbands boss call me who is at a totally different dealership, I took this as you were just trying to scare me into making this complaint go away. This is ridiculous! I am upset because you got rid of the car and didn't even TELL me, I would have been OK if I had received a phone call and they said " I am extremely sorry but since there is still no fix on the Mercedes recall, Autonation is forcing us to get rid of them. We apologize, but we are selling it to this dealer and if you would still like the car this is where it will be at" if this is what happened, I would have understood. But you did not tell me and I found out by accident and if I never found out I would have kept waiting and not continued car shopping. This is not the customer service that I would expect from a large dealer like Autonation not to mention this was an employee. You do not see what you did wrong and only care about getting this complaint erased and not about your customers. I will not be a customer of Autonation Audi ever again.
Sincerely,[redacted]

I just got this message as Janine E[redacted] is no longer in this store. This lease has been funded with VW Credit after multiple programming errors due to their Sign Then Drive Event. We have processes all documents and have made the customer aware the contract has been funded and also supplied her...

with the account number too. Please let me know if there is anything else needed to close this out. Regards,Chris

Review: I purchased 9 oil change services when I bought my car at Appleway VW. VW included 3 with the purchase of the car. That enabled me to take my car down every 5,000 miles up to 60,000 miles for maintnenace. I just recently took my car down for the 20,000 mile service. About four days later the Ad Blue warning light appeared on the dashboard. We called the dealer and they told us to come down and they would fill the Ad Blue. Once I got there, it took about 15 minutes for them to get someone out to fill it. They ended up putting 2 gallons of Ad Blue in the tank to send me on my way. Then they had the nerve to ask me to pay for it before I left. The service manager finally cleared that up and we were able to leave. I done some research and discovered that if I didn't get the Ad Blue filled that it would prevent my car from starting. I was leaving for a trip the following day. If the light would have not appeared when it did I would have been stranded on the road. I also found out that the tank holds slightly less than five gallons of Ad Blue. That means the tank wasn't filled the previous two services maybe more. Then they didn't even top it completely off so it may or may not make it to the next service.Desired Settlement: I am working with VW to cancel my remaining services. I would like the dealership to compensate me for the hour and half it took me to make a special trip down to the dealership for them to half fill my tank again and for them to compensate me for ripping me off on the previous services I paid for that they didn't perform. I bought this service for my peace of mind that all my wife had to do was drop the car off for service. That ain't going to happen now.

Business

Response:

I spoke with customer 05/04/13, and we agreed that we would extend to him a disbursment of $100.00 for his inconvenience.

Review: I brought my vehicle in for it's 60,000.00 mile service..not only was I over charged $80 more than they QUOTED me..and I waited 3 hours...THEY DIDN'T SHUT OFF THE CHECK ENGINE LIGHT BECAUSE THEY SAID THEY DIDN'T HAVE ENOUGH TIME....MY VEHICLE IS STILL RUNNING FUNNY AND THE TIMING BELT STILL MAKES NOISE..MY QUESTION.....WAS ANYTHING DONE??????Desired Settlement: ALL WE REALLY WANTED WAS FOR OUR VEHICLES TO BE SERVICED..AT THIS POINT..I DO NOT TRUST THEM..AND WANT MY MONEY BACK TO GO ELSEWHERE.......

Business

Response:

Spoke with customer, listen to his concerns and apologize for lack of communication from service advisor and dealership. Dealership is going to take care of the customer by reimbursing $100 for missquoting his service repair for his 60k. Dealership also rescheduled for rediagnosis on check engine light to improve runnability of the car. Customer is 100% satisfied with the solution.

[redacted] General Manager Appleway VW

Review: I went in to Auto Nation to look for a car and found one that I liked. I went through the steps of test driving and then getting everything lined up to get a credit check done. That night I was told that if I was to bring back $500.00 and leave a cashier's check that I could pick up the keys to the car. The next day I called and tried to follow up with the salesman that I had previously been working with. He did not respond to any of my calls so I had to call in numerous times. Eventually I got a hold of him and he told me that I was declined for any type of financing options, because come to find out they had sent my application out to at least 20 different sources to run my credit when I was informed it would have only been once. I had a decent credit score of just under 600, and now my credit is below a 400! This is not right at all! I can't qualify for anything now at this point, and look like a joke with the credit bureaus!Desired Settlement: I want this information to come off of my credit report and for auto nation to resolve the errors. I don't have the time to handle resolving this issue. I would like some sort of resolution for the destruction of my credit and ability to qualify for anything now!

Business

Response:

Att: Revdex.com

Our goal as a dealership or any other business, is to earn customers for life and offer exceptional customer service. We open our doors everyday hoping to accomplish this goal. If we had a way to sell this customer a car "that would be our ultimate goal" we wouldn't turn business away for any reason unless we were not able to get this customer approved based on credit, cash down, age or mileage of vehicle, and on approval of credit based on lenders guidelines. This customer didn't have just under 600 credit score, it is slightly over 500 and one bureau was showing 0 score. Dealership didn't submit to 20 different lenders, we submitted this deal to single digit number of lenders based of customer credit and structure. Based on many years of experience in the automotive industry, sending customers in for approval using less then 10 lenders wouldn't effect credit score by 200 points like customer is suggesting. We treat all of our customers with respect and try our best to earn their trust, so we can have them as long term loyal customers.

AutoNation Volkswagen Spokane Valley

Review: I took my 2012 VW Jetta to the dealer to have the transmission serviced at 83,000 miles. When I took the car into have the service done there where no problems with the transmission it was in working order. When I pick up the car that afternoon I was told by the service guy at the counter that everything looked good and nothing was on the service order stating any problems with the car. I drove it home noticed a little shutter but couldn't get it to repeat. I drove the car to work for the next two day still notice a little bit of a shutter. I thought that it was something in the road. On Saturday morning we where going to breakfast and my husband was driving at that time and he is very mechanically inclined. He noticed a problem with the RPMs jumping around more so when pulling a hill. As we drove farther the car started to surge up and down and the shutter was there and getting worse the more we drove. After breakfast my husband decided that we where going to drive it straight to the dealer that did the service. We left car there and they gave us a loaner to drive. Monday afternoon they called my husband to let him know that the transmission was going out and need to be repaired. So I feel that something wasn't done right at the dealer and this is there fault. I feel that this repair should be done at there expense. If I would have been told when I picked up the car on Wednesday that there was a part that need to be replace or that even was anything wrong with the car I would be more understanding. They state that this is my problem due to not have car serviced at 40,000 miles. On a car that is 3yrs old there should be any transmission problems!Desired Settlement: Due to the error on there part by not preforming a good service of the transmission (inspection, filter and fluid change). Also that there was nothing wrong with the car at time it was dropped off and in two and a half days later it is failing. They don't want to take any responsibility for what has gone wrong and are throwing all back on the customer. Very poor customer service!! I have had other issues in the past with the dealer not being with the honest service performed.

Business

Response:

customer complaint has been addressed and fixed. Our dealership addressed all of customer concerns and customer is very satisfied with resolution.

Our experience with AutoNation VW was horrible and we do not suggest others to go with this institution.
We purchased a vehicle when out other died in need of a solution (as we both commute) and feel like the transaction was a smoke and mirror type of situation.
First of all, after driving for 1 day, we noticed that although the tire tread was outstanding (as we had looked before we purchased) there was some hidden (i.e. not originally noticed and hard to find unless really looking) cracks in the sidewall of the tires. We brought the car back and their Service Manager said that he would NOT drive on the tires period--due to safety.
Where was this opinion when they did their multi-inspection before selling the car?
We tried to recant the sale and they offered 4 tires if we paid for the service. This is less than 24 hours of purchase, have you, and we said "no". They reluctantly provided the tires to have us get on the road "20% or better" per their inspection but when we took to a very renowned brake servicer in the Spokane area, we were told we had appx. $1,500 of brake and brake system damage that needed to be replaced.
A brake light was out, the headlight casing was loose as well as other details all of which were checked off on their "multi spot inspection" for a used car pre-sale check.
In turn, we will NOT be utilizing AutoNation for any vehicle again and strongly suggest that others beware.
Our attempts to contact the salesperson and manager to get this resolved have not been returned.
Additionally, days after purchase we were asked to come back in to again sign finance docs as they rate quote they had provided was not an option and had to re-sing docs at over 3% more than originally agreed upon.
At this point we were over the 3 day/175 mile return policy and stuck with the car without any assistance otherwise.
We have tried to ask if they would purchase back and we would buy a newer/more reliable car but they will not return our calls.
Buyer Beware! We were in a position where we needed a car now and in hindsight, should have just taken a cab.

Review: We cancelled a warranty contract because we sold our VW Tiguan on 11-3-14. We were told we would get $1808.70 back from our extended service contract. We have been waiting and they have now lowered the price to $1447.33 that we will get back on our refund. We have called [redacted] at Auto Nation several times and sometimes he returns our call and sometimes he doesn't. They promised us we would receive our check by 1-19-15. We called [redacted] on 1-20-15 and he said we would have the check by the net week. We didn't receive it.

We called again yesterday 2-1-15 and he said we would have it in a week. Who knows??? We just decided to file this and maybe they would finally mail our check out?Desired Settlement: We would like to receive what we deserve for our warranty refund. We only had 29,284 miles on our car and did not have it in for any warranty work.

Business

Response:

Spoke with customer and issue has been addressed. Check will be mail today for $1560.06 and customer is 100% satisfied with resolution.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' 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 10427043 and find that this resolution is satisfactory to me.

Review: I bought a car private party from someone who also happened to be a salesman at Appleway Audi. The key fob worked for one day before it stopped working. Guy I bought the car from said he wasn't sure but it might have to be re-initialized or programmed by the dealer. I call the Appleway Audi dealer he works at and set up an appointment where, for $104.95 they were going to reprogram my two key fobs. After two hours on a Saturday morning of waiting for the car to be completed, they ([redacted]) at the Audi service desk tells me that they could neither key fob would take programming. He then told me that they could order another key for $200 then reprogram it, but both old key fobs would never work. He also said there is a chance that the new key would turn out to be unprogrammable also if the "control unit" needs to be replaced, in which case, that would be about an $1,800 part he said. Basically, they charged me about $115 to do nothing. They said they hooked it up to the computer but it would not take programming. What kind of sham are they operating? I told him I was going to get ahold of [redacted] with Q6 News to report this scam and I am obviousely reporting them to the Revdex.com. Thanks for your time and anything you can do.[redacted]Desired Settlement: I would like to be refunded $115. I never would have agreed to the $104.95 initial charge if I would have been told that there was a chance that the key fob would just not work. I would like the $104.95 plus tax I paid to go towards the purchase of a new key from them. I would be ok with buying a new key/fob for the $200 they quoted the price as but I am not ok with charging customers $105 to program a darn key fob just so that you can use it! Thanks again.[redacted]

Business

Response:

We have resolved the situation. Even though customer purchased the vehicle from a private party through craigslist. Dealership choose to take care of the customer by ordering a new key fob free of charge. Customer is 100% satisfied with settlement.

[redacted] General Manager Appleway Audi