Berge Mazda Volkswagen

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Revdex.com
4428 N 12

size="2">th Street
Phoenix, AZ 85014
 
Complaint ID: [redacted]

Dispute Resolution,
We are sorry to learn of the problems between Mrs. [redacted] and [redacted] regarding a lease termination to [redacted] a few years ago.  In our research we could not find any communication between Mrs. [redacted] and our company and she has no details for us as to when or whom she may have spoken to.
We contacted [redacted] a few days ago on her behalf and unfortunately they are not able to help because of the time expired and they had already been in communication with Mrs. [redacted]. 
We understand that she claims someone here told her not to worry but we are not in control of the obligations at lease termination between Mrs. [redacted] and [redacted].  We simply act as a drop off point for the customer for [redacted].  [redacted] picks up the vehicle and inspects it for wear, tear, dents and taxes and then bills the customer under their lease agreement.  A third party handles the inspections for [redacted] and Mrs. [redacted] was notified of the results a few years ago.
We understand Mrs. [redacted]’s frustration in this matter and looking to blame others for her lease obligation but we can find no fault in the way we conducted business here and have no records to support her claims.
Berge Volkswagen strives for the highest standards of customer service and has for nearly 40 years.
 
Sincerely,
 
Mark M[redacted]

May 11, 2015 Complaint ID # [redacted] RE: [redacted] Since our receipt of this complaint, we have removed Mr. [redacted] and his information from our records, therefore he will no longer be contacted by our dealership. In conclusion, Berge Mazda Volkswagen does strive for the best...

customer experience. However, we do review our processes and procedures on a continual basis to insure the best customer experience for all our customers. Sincerely, [redacted]General MangerBerge Mazda Volkswagen

Revdex.com
4428 N 12

size="2">th Street
Phoenix, AZ 85014
 
Complaint ID: [redacted]
 
Dispute Resolution,
 
We are sorry to learn of the problems Ms. [redacted] experienced when she had purchased her 2004 pre-owned Mazda Miata.  We have made multiple attempts to contact her.
We have reviewed the terms of her sale and the vehicle was sold in “as-is” condition.  The windshield at the time of delivery was in the same condition as it was when she first saw the vehicle.  At no point did we advise her that the tires were new.  During the negotiation process we had dropped the price of the car in order to meet her needs, to which we advised we would sell at a lower price in “as-is” condition.
Additionally, Ms. [redacted] claims that we forced her to purchase GAP insurance, which is inaccurate, she did not purchase any additional insurance on the vehicle at the time of purchase.
We understand Ms. Farber’s frustration in this matter and looking to blame others for her purchase but we can find no fault in the way we conducted business here and have no records to support her claims.
Berge Volkswagen strives for the highest standards of customer service and has for nearly 40 years.
 
Sincerely,
Mark M[redacted]

Revdex.com
4428 N 12th Street
Phoenix, AZ 85014
 
Complaint ID: [redacted]
 
Dispute Resolution,
 
We have received Ms. [redacted]'s letter and in result of that letter we did attempt to contact her.  Prior to the letter Ms. [redacted] had a discussion with our Sales Manager who advised her that the vehicle was sold "as-is".  Ms. [redacted] had originally viewed the Miata and requested a lower price than the price listed on the vehicle.  When we were unable to reach an agreement, she left.  Later the same day, Ms. [redacted] returned to our store, at that time Ms. [redacted] and our Sales team came to an agreed price, which included the car being sold "as-is".
 The windshield at the time of delivery was in the same condition as it was when she first saw the vehicle.  At no point did we advise her that the tires were new, this was also a conversation she had with our Sales Manager.  Our Sales Manager, advised Ms. [redacted] again that nothing additional would be done to the car, to which she agreed.
Additionally, Ms. [redacted] claims that we forced her to purchase GAP insurance, which is inaccurate, she did not purchase any additional insurance on the vehicle at the time of purchase.
We understand Ms. [redacted]’s frustration in this matter and looking to blame others for her purchase but we can find no fault in the way we conducted business here and have no records to support her claims.
Berge Volkswagen strives for the highest standards of customer service and has for nearly 40 years.
 
Sincerely,

I have not received any correspondence from the dealer nor the corporate office to whom I have mailed a letter to both.  I do not have any missed calls, voicemails, nor any letters via mail or email.  I am unsure how they attempted multiple times to contact me as three different ways to contact me shows no evidence of this.  Mr. Tan C[redacted] DID in fact tell me the tires are new, not Mr. Mark M[redacted] as he was not there so I am unsure how he can account for Mr. C[redacted] words to me.  Regardless, of the "he said/she said", I do not feel it is right to sell an UNSAFE car to anyone regardless if someone told me this or not, or even if it is "as is", especially when a company has to rotate the tires to hide this fact.  If I purchased a new vehicle and the brakes went out did to a company at fault issue, there are legal repercussions.  If I did not find out these tires were in such bad condition, I could have been seriously injured or seriously injured another driver.  Just because I was made aware of this prior to anything bad happening should not resolve this company from being liable.  The fact that this company told me to drive the vehicle even though it is against the law to drive with a crack in the view line of the windshield, even if I DID, lie down on the ground to find this hidden, almost bald tires, would they have replaced them? I couldn't get them to replace the windshield.  I did in fact purchase an additional UNWANTED insurance, they call it "Theft protection program".  I am not looking at blaming anyone for a purchase as I have wanted to buy this model vehicle for several years.  I strongly feel that I should not be told to file a false claim against my insurance and they should replace the UNSAFE tires prior to even putting the vehicle on the lot.  I should not have to pay out-of-pocket cost to drive a SAFE newly purchased vehicle even if it is preowned.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Per the attached my original document shows the 100,000 miles. The dealership changed the information prior to submitting to the warranty company.Regards,[redacted]

I am a 21 year old first time buyer. Bought a beautiful Mazda 3 last night, signed the contract and everything, it seemed like a fantastic process, I was very pleased. Our salesman was [redacted]. Then everything goes to crap from here. I was contacted the following day by [redacted], the F&I guy, he told me on the phone that if I could meet him that day to go over potential lower financing rate then what was offered through my bank; I said great and went in thinking I could walk out with a lower finance rate. Instead I go in and he tells me that my Mazda loyalty (this loyalty took off 1000 on my contract I signed the night before) will not count because I did not go through Mazda financing, I went through my bank which was [redacted], therefore I had to sign a new contract with $1000 added and a new monthly payment. I foolishly signed the new contract (remember I have never done this before so for that minute it did not cross my mind that the contract I signed the night before was already executed, therefore I did not have to agree to the new terms that they were offering) . This was incredibly shady as heckl and they clearly lured me into the office to only take advantage of me. My mom contacted [redacted] Mazda to vent her frustration and to try to right their wrong, instead when she was talking to the General Manager (I believe his name is [redacted]) he mockingly said to her "go ahead and contact channel 3" where then she abruptly ended the phone call. What a rude person. Totally unprofessional and that is NO way to handle a customer situation. He should be fired. Anyone involved in what happened should be fired. We are in the process right now of trying to get through to Mr. [redacted] himself, his secretary said that she will pass along my mothers phone call so that we can try and get this thing settled.

Revdex.com

10pt;"> 
Complaint ID:  [redacted]
 
Dispute Resolution,
 
On Sunday, August 14th 2016, [redacted] and [redacted] arrived at our store to look and test-drive a Mazda CX-5.  While the Salesperson and customers were looking at a specific CX-5, [redacted] had tripped on an incline.  Sales Manager, Wayne, had offered to call an ambulance to which [redacted] declined.
On Tuesday August 16th, our new General Manager, returned [redacted]’s call.  To which, they have been corresponding (see attachment).  At this time, Berge Mazda Volkswagen has agreed to pay her co-pays, and prescription expenses that have incurred from this incident.  Per [redacted]’s request we have contacted our maintenance staff to look at the ramps where [redacted] had fallen.  Although, they are mild in grade, we agreed to paint lines and caution to avoid further possible incidents.
We take pride in the appearance of our stores as well as the safety for our employees and our customers. 
 
Sincerely,
 
Jenn M[redacted]
Customer Relations Manager
Berge Mazda Volkswagen

Dispute Resolution, On June 23, 2015 customer brought in his vehicle stating "the car engine turns off at stop lights".  We replaced the fuel pump module and completed a test drive that resulted in no concerns. It was brought to our attention that the customer stated there were...

damages to the steering wheel.  We inspected the vehicle, including recognizing the interior  condition of the vehicle filthy and covered in pet hair. We completed an investigation, including interviewing all employee's that were in contact with the vehicle (2). Our investigation concludes none of the employees that were in contact with the vehicle, wore rings of any sort, nor were there any tools placed inside the vehicle.   Our investigation concluded that our dealership did not create these damages claimed by the customer. We offered to repair the steering wheel for the customer as a gesture of goodwill.  The customer stated he would not be happy with a repair and wanted a brand new steering wheel. The customer stated he would proceed with contacting other avenues to voice his complaint.  At that time we rescinded the offer of a goodwill repair, due to the customer would not be satisfied. We do strive for the best customer sales satisfaction and will be reviewing our process and procedures as a result.Sincerely,[redacted]General Manger

I went into Berge Mazda Volkswagen on 5/11/16 for a routine check on my tires, the gentlemen(unable to remember his name) that was assisting me when I arrived told me the process would take about 20 minutes and that was fine with me. After being in the lobby area for about 5 minutes or more another sales associate that I had work with in the past named Chris K. approached me and informed me that my vehicle was in the back and they were working on it, After an additional 20 minutes of being in the lobby Chris comes back, not the gentlemen I was initially working with, it seems as though he assumed I would rather work with Chris instead of finishing the task. Chris informs me that one of my tires is really worn out and its best I get it replaced, but that I should look into getting all them taken care of in the near future. I advised Chris that I did not have the funds at the time, so I was unable to replace any of the tires. He then continued to repeat himself saying I need to take care of at least the one that was really worn out and I advised him again several times that I did not have the funds, he then stated he would have the mechanic put the tire back on so I could be on my way. This took an additional 35 minutes and in the time frame he did not give me any other options, but took upon himself to contact one of my employers and inform them that I was not trying to replace my tire at all. I was unaware of the situation until I got home and received an email from my employer stating they needed pictures of my tires and my account had been suspended until further notice. I asked where they received their information from the Rep Aaron advised me it had come from Chris at Berge Volkswagen. I then explained to my employer to check my account and it will show that I have not driven for the company in weeks nor did I plan on driving that day with a bad tire, Aaron the Rep after a few emails back and fourth then explained to me that he could see on my account that I was not doing any driving at all and I did not do any driving that day, but my account would still be suspended. Chris went out of his way to contact my employer behind my back instead of speaking with me, did not provide me with any other options, just not helpful at all. Seems like he was more concerned with getting the money than helping a customer, I had to go all the way to Phoenix to get assistance with my vehicle and I am very satisfied. I would NOT recommend this place at all! I also did call and speak with the manager today 5/12/16 he informed me that he would coach Chris on the issue, He did offer to help in anyway, but I had already got the problem taken care of.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I accepted the repair on the steering wheel and was called 20 minutes later saying that they have decided not to repair the wheel, at no point did I say I wouldn't be happy with the repair! It's obvious he service manager is telling the general manager a different story for some reason. The service manager called me and said they are willing to repair the wheel, I said ok and asked when I would have the car back and he said that day then I receive a call stating they aren't willing to do the repair anymore, I want my steering wheel either repaired or replaced. I don't care which. 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Attached you will find the photos taken of the vehicle and of the claimed damages.  At this time we respectfully have decided not to move forward, or take any additional actions.
 
Thank you for your time concerning this matter.
 
Sincerely,
 
 

Ms. [redacted] did purchase a 2001 [redacted] in 2011 with 82,821 miles not 81,000 miles, for the purchase price of $5,300 before Tax, Title, Registration, Gap Insurance.

The [redacted] does show on the [redacted] currently (we ran on 4/25/14 the vehicle is actually valued at $840.00 above book value....

This makes the vehicle worth more than the average based on [redacted] information provided.

Ms. [redacted] did service the vehicle at [redacted] on a regular basis and the [redacted] does not mention any work completed except for basic maintenance for a vehicle with 183,000 miles.

It is never our intention not to disclose information regarding a pre – owned vehicle. Being that the vehicle was not sold as a Pre–Owned Certified [redacted] (Due to mileage and the age of 10 years) a [redacted] was not required. We would have gladly provided one had she requested. Ms [redacted] was also free to get a [redacted] on her own before purchasing. 

The negative equity that Ms. [redacted] is requesting is not the responsibility of Berge Volkswagen or a result of any past accidents the car may have been in. 

If you would like a copy of the [redacted], and or any documentation that is relevant to Ms. [redacted] and the 2001 [redacted] you may contact [redacted] at Berge Volkswagen. 

Sincerely, 

Stephen Crawford 

General Manager

Berge Mazda Volkswagen

Ms. [redacted] did purchase  a SAFE-GUARD theft coverage  wh ich was canceled upon  her request. The cancelation notification was sent, however  the check was not.  We have issued a refund check in the amount of $268.00 check #[redacted], which has been placed in the mail.In...

conclusion, Berge Mazda  Vol kswagen does stri ve for the best customer experience. However, we do revi ew our processes and procedures on a continual  basis to insure the best customer experience for all our customers.

January 19th, 2016

font-size: 10px;"> Revdex.com
4428 N. 12th Street
Phoenix, AZ 85014-4585
602 264-5299
RE Complaint #:        [redacted]       [redacted]
     [redacted]
     [redacted]
     [redacted]
In regards to the complaint filed by [redacted].
On 12/04/2015 at approximately 06:15 pm after our business was closing for the evening-: [redacted] brought in her 2009 Volkswagen rabbit with 118,556 miles on the odometer stating that the following.
"customer states that while trying to pull out of parking lot the trac and power steering lights came on and the car shuttered, since then anytime you drive the mil, trac, and power steering lights come on and beep, customer did take it to another shop and they think it is an abs issue but was unable to give a full diagnostic, please check and advise".
On 12/05/2015 at 08:50am our technician retrieved the vehicle for diagnosis, he observed that the vehicle did not have any power steering as documented on our repair order dated 12/05/2015. It was determined through his diagnosis that we would need to start with replacing the power steering rack and retesting the system as there was multiple issues with the vehicle. We quoted [redacted] $1,897.21 to replace the power steering rack and $72.23 for the initial diagnosis. [redacted] declined the repairs and upon paying for the vehicle our service advisor. Cassanda L[redacted]eminded [redacted] that the vehicle had no power steering and [redacted] stated "/ know it has been that way for a while".
In closing
While we empathize with [redacted] on her personal hardship. [redacted] and staff have only attempted to assist [redacted] in having her vehicle repaired and in no way caused or is responsible for the condition of her vehicle. It is apparent that [redacted] has been struggling with the repairs on the vehicle as she had been to another repair facility prior to bringing to our location and as stated they were unable to diagnose and the repair the vehicle. [redacted] then chose to have our recommended repair and continued diagnosis done at another Volkswagen dealership.
We do not see that any reimbursement is warranted as all work was performed at another facility and [redacted] authorized and paid the $72.23 for diagnostics performed at our facility as documented. [redacted] chose to not have us continue with repairs and further diagnostics.
If there are any questions please do not hesitate to contact me, please see attachments for reference.
Respectfully,
Ken H[redacted]
Service & Parts Director

When my vehicle was brought to Berge Volkswagen for a diagnostic, I had power steering.  The only initial problem I had, was that all of the dashboard lights were coming on and a beeping sound was being emitted.  Again, I reiterate, I had functioning power steering.  I called San Tan Volkswagen after receiving the diagnostic and realizing that my power steering was now lost, because I was leery to have Berge work on my vehicle considering the damage they had caused.       I had explained the situation with the lights and the beeping to San Tan and told them that I had power steering prior to bringing my vehicle into Berge.  They said they would take a look at it when I brought it in, but made no further comment on what I had explained to them.  After replacing the power steering rack, they noted that the lights were still on and stated that a "comfort module," needed to be replaced.  I gave them permission to replace this and returned to the dealership the following week to pick up my vehicle.  Initially, following the reset of all the computer codes, only one light appeared.  I paid for the incomplete repairs, because I didn't want to simply lose my vehicle.  On the way home, all the lights reappeared and the dash emitted the beeping noise again.  This is the same problem I had, when I initially brought my vehicle to Berge Volkswagen.       I then took my vehicle to my local mechanic, who said he could find a used ABS module.  After this small, $400.00 repair, the lights in my vehicle went off and my vehicle was and has remained fully functional.  I would like the $2100.00 back from Berge Volkswagen, as these repairs were unnecessary and very burdensome to me and my family.         This situation has shown me exactly how vulnerable a layperson can be, when dealing with automobile dealerships and repair facilities in general.  Please contact me soon regarding this matter.  Thank you,-[redacted]

Dear [redacted],Through continued contact with [redacted], we have recieved addition information from the customer, prompting us to resolve the matter through financial compensation. [redacted] has been sent a check in regards to her concerns. Berge Mazda Volkswagen believes in doing what is best for our customers and providing the best service possible.  In this situation, we have done everything we can to assist [redacted] and have resolved the issue.Regards,[redacted]General ManagerBerge Mazda Volkswagen

Signed a lease contract, a week and a half later dealership called and said our contact was invalid and they wanted to increase our rate by $100. The definition of shady business.