Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I am not satisfied with the response because as stated previously, I asked multiple times during the first days to change the vehicle I was concerned about safety Specifically, I spoke to Lisa C [redacted] and John K*** John told me that they would see what they could do and then never returned my phone call I went back I then was given a meeting with Suzanne C [redacted] who also told me they would see what they could do She never returned my phone call When I went in to speak to her again, John K [redacted] and Suzanne C [redacted] were rude and dismissive This took place on September **, I picked up the car on August **, According to my calculation all of these transactions took place before days So in conclusion, they put me off after my initial request so that they then come back and say my time was up This complaint was filed before days was up [redacted] *** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
We realize that there will be times when a vehicle needs something attended to soon after deliveryWe give this the highest priority and always regret when it occursMy service management handled the concerns personallyThe request to return the vehicle was made after days of ownership- had it been within the day period the request would have been accommodated [redacted] dealt with every manager in the dealership- we reviewed operational questions as well as took care of the initial service concernWe regret anyone not having the experience we expect and strive to always exceed our clients expectationSuzanne C [redacted] General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
After a few conversations with management, we were not able to reach an agreement. I was offered two oil changes for all of my aggravation and disappointment, and nothing I suggested was taken into consideration. I was told the two oil changes were worth a lot of money, so I asked for the cash instead since I won't be keeping the vehicle. I was hoping to resolve this whole ordeal, just both parties got frustrated all over again. I am done. I tried my best. Thank you for your time, *** ***
I have spoken to *** *** who would prefer cash in lieu of the servicesI am staying with my offer of the next servicesI am disappointed that I was not able to resolve this issue with *** *** as it is my goal to have satisfied clients always - I feel that I have worked hard to accomplish thatThank you for acting as a mediator in this situation, this will be the last response and my offers will be valid as stated Thank you again for time and assistance
I have reviewed the complaint from [redacted] with all of the employees that were involved. I have reached out to [redacted] and apologized for her experience. It did not meet with the standard that we have set for ourselves. We strive and usually exceed all of our clients expectations.I have received an...
email confirmation from Volkswagen Credit that they are in the process of requesting the one inquiry be removed. They have told me it takes approx. 30 days. I have forwarded that e-mail to [redacted]. I also have spoken to her and apologized. I have extended a good will gesture of $250.00 as a service credit for her to use as she desires. I am also attempting to find out if our inquiry can be removed considering it was also a part of the same transaction. I will let her know as soon as I do. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I am not satisfied with the response because as stated previously, I asked multiple times during the first 7 days to change the vehicle. I was concerned about safety. Specifically, I spoke to Lisa C[redacted] and John K[redacted]. John told me that they would see what they could do and then never returned my phone call. I went back. I then was given a meeting with Suzanne C[redacted] who also told me they would see what they could do. She never returned my phone call. When I went in to speak to her again, John K[redacted] and Suzanne C[redacted] were rude and dismissive. This took place on September **, 2015. I picked up the car on August **, 2015. According to my calculation all of these transactions took place before 30 days. So in conclusion, they put me off after my initial request so that they then come back and say my time was up. This complaint was filed before 30 days was up. �...⇄ [redacted] ...⇄ />
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We realize that there will be times when a vehicle needs something attended to soon after delivery. We give this the highest priority and always regret when it occurs. My service management handled the concerns personally. The request to return the vehicle was made after 30 days of ownership- had it...
been within the 7 day period the request would have been accommodated. [redacted] dealt with every manager in the dealership- we reviewed operational questions as well as took care of the initial service concern. We regret anyone not having the experience we expect and strive to always exceed our clients expectation. Suzanne C[redacted] General Manager
[redacted] took delivery of a dealer demonstrator vehicle on 2/**/15. I was not personally involved in the sale or delivery however I have spoken to those that were . I was told that [redacted] was not satisfied with the condition and in fact the car did come back for the detail to be re-done. Upon...
the vehicle being returned I am told that a car detailer did inadvertently leave a razor blade in the car. We did discipline the individual and agree this should never happen. My manager was involved and extended a gift card to [redacted] for 250.00 as an extension of our apology. This is the history of the services on the vehicle : 2/**/15- Delivery to [redacted] 2/**/15- Miles 7585 Client states that the keyless go feature is not operating and there is a coolant leak.- We replaced the antenna for the keyless go and did not find any coolant leak. 3/**/15- 7930 miles Client again states the keyless go feature is not detecting his key ( he therefore has to manually put the key in to start the car )- Mercedes identifies that intermittently radio wave interference could make it not operate. [redacted] is refunded 650.00 for the cost of the feature. April **- 9587 miles Client states that there is a pre-safe malfunction. The software is updated. July *- miles- 12,715 Client states that right front headlight has melting marks on it. The headlight assembly was replaced. Client stated key was not being detected. Could not duplicate this concern. Client states that the Attention Assist Warning was displayed. We found no codes but did clean the sensor. Client stated that the " take a break" indicator was displayed. We found it to be operating as designed. 8/**- 14,335 miles- Client states check engine light is on. Found that the engine module needed a software update- it was not available so we replaced the engine module. With regards to the payoff of the [redacted] trade I am attaching a copy of both the check as well as the fed ex envelope . Delivery was 2/**/15. The check was cut on 3/*/15 and [redacted] to them the same day. The payoff was due on 2/**/15. I have been unable to confirm with [redacted] that any credit blemish occurred for the delay. Receiving this notice was the first time I had heard of this credit problem and I have had numerous conversations with [redacted]. I recently spoke to [redacted] as this was the first time I was made aware of this credit problem- he told me he had straightened it out with [redacted] already and no further involvement was necessary. [redacted] has made it clear that he wants a different vehicle. I have worked with Mercedes Benz on 2 occasions now and made an offer to take this car back and replace with an ML350 as per his request ( not the GL450 he is currently leasing) We have offered pricing with major concessions on both Mercedes and Helms Bros. part. Neither of those offers were acceptable. It is our goal to accommodate all reasonable solutions when a client is unhappy for any reason. The lease obligations as well as Mercedes not agreeing with his above stated concerns being safety related have not dismissed our ability to make 2 different offers. The details surrounding the option of taking the vehicle back, disregarded the lease contractual obligation and ignoring the 7000 miles driven has been made to [redacted]. We remain open to any dialogue that provides a fair solution to all
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I am not satisfied with the response because as stated previously, I asked multiple times during the first days to change the vehicle I was concerned about safety Specifically, I spoke to Lisa C [redacted] and John K*** John told me that they would see what they could do and then never returned my phone call I went back I then was given a meeting with Suzanne C [redacted] who also told me they would see what they could do She never returned my phone call When I went in to speak to her again, John K [redacted] and Suzanne C [redacted] were rude and dismissive This took place on September **, I picked up the car on August **, According to my calculation all of these transactions took place before days So in conclusion, they put me off after my initial request so that they then come back and say my time was up This complaint was filed before days was up [redacted] *** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
We realize that there will be times when a vehicle needs something attended to soon after deliveryWe give this the highest priority and always regret when it occursMy service management handled the concerns personallyThe request to return the vehicle was made after days of ownership- had it been within the day period the request would have been accommodated [redacted] dealt with every manager in the dealership- we reviewed operational questions as well as took care of the initial service concernWe regret anyone not having the experience we expect and strive to always exceed our clients expectationSuzanne C [redacted] General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
After a few conversations with management, we were not able to reach an agreement. I was offered two oil changes for all of my aggravation and disappointment, and nothing I suggested was taken into consideration. I was told the two oil changes were worth a lot of money, so I asked for the cash instead since I won't be keeping the vehicle. I was hoping to resolve this whole ordeal, just both parties got frustrated all over again. I am done. I tried my best. Thank you for your time, *** ***
I have spoken to *** *** who would prefer cash in lieu of the servicesI am staying with my offer of the next servicesI am disappointed that I was not able to resolve this issue with *** *** as it is my goal to have satisfied clients always - I feel that I have worked hard to accomplish thatThank you for acting as a mediator in this situation, this will be the last response and my offers will be valid as stated Thank you again for time and assistance
I have reviewed the complaint from [redacted] with all of the employees that were involved. I have reached out to [redacted] and apologized for her experience. It did not meet with the standard that we have set for ourselves. We strive and usually exceed all of our clients expectations.I have received an...
email confirmation from Volkswagen Credit that they are in the process of requesting the one inquiry be removed. They have told me it takes approx. 30 days. I have forwarded that e-mail to [redacted]. I also have spoken to her and apologized. I have extended a good will gesture of $250.00 as a service credit for her to use as she desires. I am also attempting to find out if our inquiry can be removed considering it was also a part of the same transaction. I will let her know as soon as I do. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I am not satisfied with the response because as stated previously, I asked multiple times during the first 7 days to change the vehicle. I was concerned about safety. Specifically, I spoke to Lisa C[redacted] and John K[redacted]. John told me that they would see what they could do and then never returned my phone call. I went back. I then was given a meeting with Suzanne C[redacted] who also told me they would see what they could do. She never returned my phone call. When I went in to speak to her again, John K[redacted] and Suzanne C[redacted] were rude and dismissive. This took place on September **, 2015. I picked up the car on August **, 2015. According to my calculation all of these transactions took place before 30 days. So in conclusion, they put me off after my initial request so that they then come back and say my time was up. This complaint was filed before 30 days was up. �...⇄ [redacted] ...⇄ />
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We realize that there will be times when a vehicle needs something attended to soon after delivery. We give this the highest priority and always regret when it occurs. My service management handled the concerns personally. The request to return the vehicle was made after 30 days of ownership- had it...
been within the 7 day period the request would have been accommodated. [redacted] dealt with every manager in the dealership- we reviewed operational questions as well as took care of the initial service concern. We regret anyone not having the experience we expect and strive to always exceed our clients expectation. Suzanne C[redacted] General Manager
[redacted] took delivery of a dealer demonstrator vehicle on 2/**/15. I was not personally involved in the sale or delivery however I have spoken to those that were . I was told that [redacted] was not satisfied with the condition and in fact the car did come back for the detail to be re-done. Upon...
the vehicle being returned I am told that a car detailer did inadvertently leave a razor blade in the car. We did discipline the individual and agree this should never happen. My manager was involved and extended a gift card to [redacted] for 250.00 as an extension of our apology. This is the history of the services on the vehicle : 2/**/15- Delivery to [redacted] 2/**/15- Miles 7585 Client states that the keyless go feature is not operating and there is a coolant leak.- We replaced the antenna for the keyless go and did not find any coolant leak. 3/**/15- 7930 miles Client again states the keyless go feature is not detecting his key ( he therefore has to manually put the key in to start the car )- Mercedes identifies that intermittently radio wave interference could make it not operate. [redacted] is refunded 650.00 for the cost of the feature. April **- 9587 miles Client states that there is a pre-safe malfunction. The software is updated. July *- miles- 12,715 Client states that right front headlight has melting marks on it. The headlight assembly was replaced. Client stated key was not being detected. Could not duplicate this concern. Client states that the Attention Assist Warning was displayed. We found no codes but did clean the sensor. Client stated that the " take a break" indicator was displayed. We found it to be operating as designed. 8/**- 14,335 miles- Client states check engine light is on. Found that the engine module needed a software update- it was not available so we replaced the engine module. With regards to the payoff of the [redacted] trade I am attaching a copy of both the check as well as the fed ex envelope . Delivery was 2/**/15. The check was cut on 3/*/15 and [redacted] to them the same day. The payoff was due on 2/**/15. I have been unable to confirm with [redacted] that any credit blemish occurred for the delay. Receiving this notice was the first time I had heard of this credit problem and I have had numerous conversations with [redacted]. I recently spoke to [redacted] as this was the first time I was made aware of this credit problem- he told me he had straightened it out with [redacted] already and no further involvement was necessary. [redacted] has made it clear that he wants a different vehicle. I have worked with Mercedes Benz on 2 occasions now and made an offer to take this car back and replace with an ML350 as per his request ( not the GL450 he is currently leasing) We have offered pricing with major concessions on both Mercedes and Helms Bros. part. Neither of those offers were acceptable. It is our goal to accommodate all reasonable solutions when a client is unhappy for any reason. The lease obligations as well as Mercedes not agreeing with his above stated concerns being safety related have not dismissed our ability to make 2 different offers. The details surrounding the option of taking the vehicle back, disregarded the lease contractual obligation and ignoring the 7000 miles driven has been made to [redacted]. We remain open to any dialogue that provides a fair solution to all