Bob Baker Volkswagen

Review: I've been receiving non stop harassing phone calls from the sales department every day for the past two weeks. Granted I filled out a request for information form on the internet asking for pricing on an new Subaru Outback. No where on the form did it give them permission to call me everyday sometimes twice a day with bothersome phone calls. This is the only dealer out of 5 business that has consistently harassed me even after telling one of the reps to stop calling.Desired Settlement: Bob Baker Subaru should take hint from all the other Subaru dealers in southern California and treat customers with respect.

Business

Response:

In regards to Mr. [redacted] claim of receiving harassing phone calls from our dealership for the past two weeks, I wanted to provide the timeline from when his original request was received:

7/9 received his interrnet request for information on a Forester

7/9 a Inquiry and quote were sent vie email

7/9 a follow-up phone call was made and a voice message left.

7/10 A follow-up phone call was made and a voice message left.

7/11 a follow-up email was sent

7/12 a follow-up email was sent

7/12 a follow-up phone call was made and a voice message left.

7/12 customer opened email sent on 7/12

7/14 BDC rep spoke to Mr. [redacted] who told her not to call anymore that he had purchased a vehicle two weeks earlier.

We have removed all of his contact information and he will no longer receive any calls or emails from us. Thank you.

I own two VWs and use both dealerships and independent garages for service. People at Bob Baker VW are friendly and helpful, attentive to workmanship. However, wait times are excessively long. The past four service appointments within the past year have taken 2-4 hours for an oil change and tire rotation service normally done in 20 minutes- one hour by a typical independent garage. This morning I arrived at 7:29am and was the second person in line for service. At 9:25 am I was informed the tech would start the oil change and tire rotation within the next 20 minutes. At 9:45 they drove my car into the service bay. Many of the cars now in the service bay arrived after I did so I'm not sure why it took so long to start working on my car.

My pervious service at Bob Baker was the initial complementary new car service don't the first 10K miles. I made an appointment and when I arrived I was told they wouldn't be able to get to the car that day. When I returned, even though I had an 8am appointment, I arrived at 7am to be the first in line. The wait was still long before they could begin the service.

The previous service, on my 1999 tdi took all morning to change the oil and I had to change a lunch appointment since I didn't get out of there until almost 1pm.

Sadly, this is one of the few VW dealerships that has a service department open on Saturday. I only use it when the service can be done at a discount and I have lots of reading and work that can be done while I'm waiting. Product reviews like this one also are a good wait activity.

I would recommend Bob Baker provide email updates on booked service appointment so that clients have some idea of how much time they will need to wait. For non-appointment items, such as oil changes, tire rotations, etc, they need to honor a first-come, first-served policy and if they can't they should let the customer know why so the customer can feel a bit more understanding-or not.

Review: Bob Baker Volkswagen failed to disclose that the two year old Jetta we purchased had been in an accident, which was later disclosed because paint job done on the bumper began to peel away revealing what their Collision and Body Shop expert said a bumper that had been damaged and repainted over the damage. Although outside of warrant, the masking of a problem with a cheap paint job which kept the damage hidden until recently is deceptive and should not absolve them of their responsibility.Desired Settlement: Since the accident was not disclosed or reflected in the price of the vehicle, I believe they should re-paint the bumper or replace the bumper if painting will not fix the underlying problem that caused the paint to peel off in small sheets to start off with.

Business

Response:

In regards to Mr. [redacted]'s complaint that the rear bumper had been damaged and painted over, I have attached the Carfax report dated 6/1/2010 which shows no reported accident / damage to the vehicle. Additionally, the vehicle was sold as a VW Certified unit which is why a Carfax report was run. We do not feel the dealership is responsible after 2 years.

Review: Bob Baker Volkswagen sold me an after market alarm under the false pretense that my Jetta had no factory alarm.

I said: "Not even a standard one like my previous 2 Jettas"

Their response: "No, the 2011 Jettas are different and have no factory system at all"

After speaking with Volkswagen of America, I found out that that's not true for the 2011Jettas or ANY Jettas manufactured by VW. After a lot of back and forth, I finally got them to remove the after market alarm.

It took a lot of effort on my part and I don't think a lot of people would follow through the draining process.Desired Settlement: As one of the Revdex.com standards is to "tell the truth," I believe that Bob Baker Volkswagen MUST be required to give customers accurate information when they are considering an any purchase. They should NOT be able to tell potential customers that there is absolutely no alarm, when there is, in fact, a factory alarm.

Business

Response:

When

Ms. [redacted] notified us that the 2011 Jetta she purchased on February 9th,

2014, had issues with an existing factory alarm system that was in conflict

with an aftermarket alarm system we had installed, we ask her to bring it by for

us to verify. We were able to determine that it did in fact, have a factory

installed system, which had been disabled prior to our ownership. To correct

this issue the aftermarket alarm system was removed from Ms [redacted] vehicle,

and the factory alarm activated. We have

apologized to Ms. [redacted] for our error, and explained to her how this

happened. The full purchase amount of $750.60 was refunded, (sent to Volkswagen

Credit and applied to her loan balance). For her inconvenience we have filled

her gas tank for coming back to the dealership to resolve the matter. This was all

explained to the Ms. [redacted] at the time the aftermarket alarm was removed. Currently, we are reviewing our process for our

used vehicle inspection. We want to preclude this from happening again in the

future.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I hope that the business is able to preclude this event from happening again and consider this complaint resolved.

Regards,

Review: I arrived at Bob Baker Subaru and Volkswagen to shop for a car. I am not a "lookie lou" I ended up buying a vehicle the next day at [redacted] in Riverside. At the heart of my complaint is that Subaru and VW were offering special financing rates on their websites. The rates ALSO APPEARED ON BOB BAKER'S website through [redacted]. It was no secret that both companies were offering a 1.9% financing for 72 months on new Subaru Outback vehicles and new VW Passat Sportwagen TDI's. I was looking for two vehicles, I was unsure which one I wanted, either the VW or the Subaru. I asked for a cost breakdown in writing. [redacted] refused to provide me with one initially. Finally, after several requests he provided me with a financing sheet that had inflated rates. Namely, the 72 month rate was 3.99%. I told him I was hungry and that given the fact it took him ONE HOUR to produce this nonsensical sheet, that I would go eat and come back. I told him, when I return I want the accurate and fair financing rates for the VW and the Subaru. He said, ok. When I returned ONE HOUR LATER, the sheets were still not prepared. I was in disbelief. Then he returned with a sheet finally that quoted 3.99% for 72 months. Wow... I told him, [redacted] these rates are nonsense, it's on your website that Subaru is offering 1.9%. He says, "oh they keep me in the dark about that stuff" let me get it fixed. So I wait another 15 minutes then comes the hard sell. The "Floor Manager" complains, that he's "really tired" and what will it take to sell me a car that day. I said, well you can start by providing me with the financing sheets that I've been waiting two hours for! He replies, "those are just numbers, they don't mean anything" I said, "well they mean something to me"

He says "Well, those are just today's deals. so are you going to buy a car today? I say no, and then get up and start to leave. He yells at me, "thanks for wasting my time". ODesired Settlement: I want an apology directly from [redacted] the salesperson and the "floor manager" at the time. I want Bob Baker to halt these fraudulent practices.

Business

Response:

After receiving the customer’s

complaint, we interviewed the salesperson / floor manager about his interaction

with Mr. [redacted]. He indicated that in the

short time he spoke to Mr. [redacted], Mr. [redacted] was adamant that the dealership

guarantee the internet pricing and rate for 30 days. It was explained to Mr. [redacted], that due to it

being the end of the month (1/27), it was not possible due to factory

incentives changing around the 2nd to the 5th of February

to honor a 30 day guarantee for that price or rate. Mr. [redacted] became enraged, slammed the chair

into the desk, and made a scene upon exiting the showroom. The salesperson, [redacted] left our

employment to pursue the family business.