Initial Business Response /* (1000, 7, 2015/07/20) */
This customer's radio (and the trim ring around it) were damaged during the initial repair performed by our service teamThe customer also did claim the windshield was damaged at the same timeThe windshield showed multiple rock and stone
impacts as well as substantial pitting from ageThe windshield was cracked at an impact spot, but was also replaced by Automotive Avenues as a "good will gesture" for the customer's inconvenience of having to return for us to replace the damaged radio and trimThe radio was replaced with a used unit which was in much better condition than the one removedThe original radio that we damaged was missing some buttons and knobsThe unit we replaced it with was aesthetically greatThe customer contacted me after we replaced the damaged radio stating there were still "cut marks" on the new radioI asked the customer to please bring the vehicle back in for inspection and she didAfter having the vehicle inspected for the "cut marks", the customer was actually describing the slots on the radio face that are there from the manufacturer and are for allowing the removal tools to be inserted into them (the slots/cut marks) to allow the radio to be removedI asked the customer to come back in and view her original radio (as we still have it) and see that these "cut marks" are also on her original radioShe did not come back to view her original radioI also asked to her to look it up on line *** as these visible marks are visible on images onlineWe understand the initial frustration of her damage to her original radio and trimBut Automotive Avenues has repaired and replaced the damaged components with items that were in better condition then what was removedI asked the customer to return so I could meet with her and see her concerns in person, as well as show her the original radio that we removed so she could see the similarities between the two, however, she declinedWe have made every attempt to help this customerIn reference to *** *** stating that I had yelled at her, I did no such thingI was quite adamant about the fact that these "cut marks" are there (as her dealers said) for the removal key to be installed to remove the radio*** *** would not allow me to show her these key slotsAnd as far as her wording "cut marks"I too would agree with the dealers that the radio was damaged*** *** did not visit any of these dealers to let them visually inspect the radioIf she would visit just one of these dealers, they would confirm to her that these "cut marks" are the key slots for the radio removal tool, which her original radio also hasyou can see by the attachments, her original radio as well as the replacement have the key slots (cut holes as she calls them)
Initial Consumer Rebuttal /* (3000, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** and Automotive Avenues has not been truthful in this responseHe states that after the repair of the radio and the trim when I called to inquire about the "cut mark" that he asked me to come in and let him inspect it- If you read the text of my complaint you will see (and I also have phone records to prove this) that I state I called the office and left messages for both *** and *** two times before I was even given a response at which time *** was rude and raised his voice to me in a very unprofessional manorI never went in and had anyone evaluate the markings on my car as he states
In regards to my original radio- the slit marks that are on the radio were not there when I originally brought the car in in JuneThose "key marks" as he would like to call them were made by his staff after they attempted to fix the original problem that we brought the car in forThey were not on the car upon initial service with his companySo saying that they have my "original radio" is a mute point as that was part of the issue originally- the marks were not there when we brought the car in, then after repair, the marks were there and the radio was not working
As far as repairing and replacing the items that they broke during initial repair, It was absolutely right that they fix the windshield in addition to the other issues- the point is not if the car had rock damage (or whatever you are stating) the point is when I brought the car in to you it did not have a cracked windshield, when I got the car back, it did- whatever happened between the time I brought it in and transferred care to you, YOU are responsible for that
I still file an active dispute against *** and this company as the radio which they put in (although aesthetically pleasing) does not even work anymore, it worked for the first week and then just stopped working, which I can only assume that they either put it in wrong or bought a replacement that was not up to par
Also a hood which *** has made is that he has had further outreach to me as he states- "I asked the customer to return so I could meet with her and see her concerns in person" This is not true, he has had no further contact with meEven if he had, I would decline because he was very rude to me in our last encounter
*** is also making an assumption (as he has not talked to me) in regards to me not having a visual inspection from Volkswagen dealers- In fact I have and I would be happy to provide the names and numbers of these locations if that is necessary
I do not accept that I placed my vehicle in the care of this company and have since had problem after problemIt is the responsibility of the company, both for customer satisfaction and for quality service, to present a car back to its owner in "better shape" than when it came inMy car has been in and out of their shop, each time still having a problemMy request is still to take the car to a Volkswagen shop and have them replace the radio correctly as (I stated this earlier) the radio that they placed in it now does not even tunction
Final Consumer Response /* (4200, 16, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please excuse my late response as I have been out of town for a personal matter- while I appreciate the offer to fix the radio I do not have any faith in this company to further put work into my vehicle- I have already spent so much time and energy trying to get my vehicle repairs done through this company but it seems to just keep getting worse and worseI have been disrespected by the management and am not willing my car back into their care as I am afraid that the work will not be done properly as evidence of the current situationI would be happy to provide you with the itemized summary from the vw dealership for your review and I maintain that I want automotive avenue to pay for the service of my car at a vw dealership-
Final Business Response /* (4000, 18, 2015/08/20) */
I could not locate an itemized summary from the VW dealer attached to this complaintplease attach or send via email or fax
***@autoaves.com
or fax # XXX-XXX-XXXX
Initial Business Response /* (1000, 7, 2015/07/20) */
This customer's radio (and the trim ring around it) were damaged during the initial repair performed by our service teamThe customer also did claim the windshield was damaged at the same timeThe windshield showed multiple rock and stone
impacts as well as substantial pitting from ageThe windshield was cracked at an impact spot, but was also replaced by Automotive Avenues as a "good will gesture" for the customer's inconvenience of having to return for us to replace the damaged radio and trimThe radio was replaced with a used unit which was in much better condition than the one removedThe original radio that we damaged was missing some buttons and knobsThe unit we replaced it with was aesthetically greatThe customer contacted me after we replaced the damaged radio stating there were still "cut marks" on the new radioI asked the customer to please bring the vehicle back in for inspection and she didAfter having the vehicle inspected for the "cut marks", the customer was actually describing the slots on the radio face that are there from the manufacturer and are for allowing the removal tools to be inserted into them (the slots/cut marks) to allow the radio to be removedI asked the customer to come back in and view her original radio (as we still have it) and see that these "cut marks" are also on her original radioShe did not come back to view her original radioI also asked to her to look it up on line *** as these visible marks are visible on images onlineWe understand the initial frustration of her damage to her original radio and trimBut Automotive Avenues has repaired and replaced the damaged components with items that were in better condition then what was removedI asked the customer to return so I could meet with her and see her concerns in person, as well as show her the original radio that we removed so she could see the similarities between the two, however, she declinedWe have made every attempt to help this customerIn reference to *** *** stating that I had yelled at her, I did no such thingI was quite adamant about the fact that these "cut marks" are there (as her dealers said) for the removal key to be installed to remove the radio*** *** would not allow me to show her these key slotsAnd as far as her wording "cut marks"I too would agree with the dealers that the radio was damaged*** *** did not visit any of these dealers to let them visually inspect the radioIf she would visit just one of these dealers, they would confirm to her that these "cut marks" are the key slots for the radio removal tool, which her original radio also hasyou can see by the attachments, her original radio as well as the replacement have the key slots (cut holes as she calls them)
Initial Consumer Rebuttal /* (3000, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** and Automotive Avenues has not been truthful in this responseHe states that after the repair of the radio and the trim when I called to inquire about the "cut mark" that he asked me to come in and let him inspect it- If you read the text of my complaint you will see (and I also have phone records to prove this) that I state I called the office and left messages for both *** and *** two times before I was even given a response at which time *** was rude and raised his voice to me in a very unprofessional manorI never went in and had anyone evaluate the markings on my car as he states
In regards to my original radio- the slit marks that are on the radio were not there when I originally brought the car in in JuneThose "key marks" as he would like to call them were made by his staff after they attempted to fix the original problem that we brought the car in forThey were not on the car upon initial service with his companySo saying that they have my "original radio" is a mute point as that was part of the issue originally- the marks were not there when we brought the car in, then after repair, the marks were there and the radio was not working
As far as repairing and replacing the items that they broke during initial repair, It was absolutely right that they fix the windshield in addition to the other issues- the point is not if the car had rock damage (or whatever you are stating) the point is when I brought the car in to you it did not have a cracked windshield, when I got the car back, it did- whatever happened between the time I brought it in and transferred care to you, YOU are responsible for that
I still file an active dispute against *** and this company as the radio which they put in (although aesthetically pleasing) does not even work anymore, it worked for the first week and then just stopped working, which I can only assume that they either put it in wrong or bought a replacement that was not up to par
Also a hood which *** has made is that he has had further outreach to me as he states- "I asked the customer to return so I could meet with her and see her concerns in person" This is not true, he has had no further contact with meEven if he had, I would decline because he was very rude to me in our last encounter
*** is also making an assumption (as he has not talked to me) in regards to me not having a visual inspection from Volkswagen dealers- In fact I have and I would be happy to provide the names and numbers of these locations if that is necessary
I do not accept that I placed my vehicle in the care of this company and have since had problem after problemIt is the responsibility of the company, both for customer satisfaction and for quality service, to present a car back to its owner in "better shape" than when it came inMy car has been in and out of their shop, each time still having a problemMy request is still to take the car to a Volkswagen shop and have them replace the radio correctly as (I stated this earlier) the radio that they placed in it now does not even tunction
Final Consumer Response /* (4200, 16, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please excuse my late response as I have been out of town for a personal matter- while I appreciate the offer to fix the radio I do not have any faith in this company to further put work into my vehicle- I have already spent so much time and energy trying to get my vehicle repairs done through this company but it seems to just keep getting worse and worseI have been disrespected by the management and am not willing my car back into their care as I am afraid that the work will not be done properly as evidence of the current situationI would be happy to provide you with the itemized summary from the vw dealership for your review and I maintain that I want automotive avenue to pay for the service of my car at a vw dealership-
Final Business Response /* (4000, 18, 2015/08/20) */
I could not locate an itemized summary from the VW dealer attached to this complaintplease attach or send via email or fax
***@autoaves.com
or fax # XXX-XXX-XXXX