Bommarito Volkswagen of Hazelwood

Customer [redacted] Revdex.com Complaint ID [redacted] The following information is being provided in response to the above referenced Complaint This document includes a complete chronology of all the communication between Bommarito and the customer concerning customer’s issue 3-29-RO# [redacted] Customer came in for his final of Free Oil and Filter Changes / Tire Rotations We advised the customer per VW Service Recommendations the Transmission Fluid was due to be replaced as wellThe customer approved the Transmission Service at his expense Tech # [redacted] performed the oil and filter change, the transmission service, point inspection and Rotated the Rear Wheels and Tires to the Front of the vehicleTech noted on the inspection report the rear tires tread depth measured 4/and the front at 5/Along with the rear drum brake shoes at 3MM(nothing was noted about wheel damage.) Customer called service advisor on 4-4-stating he was hearing a noise since the tire rotation had been performed a week ago and that it had not gone awayAdvisor suggested he bring the car back for an inspection Advisor also stated that sometimes tires with wearing conditions on the rear of the car that are then moved to the front sometimes could feel a vibration in the steering wheel now that they are located on the front of the vehicleHe told the customer and stated we would perform a thorough inspection to confirm if this is the case 4-5-RO# [redacted] Service Manager preassigned lead VW Master Tech (343) to inspect the vehicle while the customer was waiting at the dealershipThe video tapes viewed the tech 1st checking the condition of the tires feeling if the tires were chopped causing the complaintAlthough the tires had wear, the tech wasn’t convinced that was the faultThe tech then test drove the vehicle to confirm the customer’s complaintHe did confirm the noise and felt a vibration in the steering wheelHe then raised the vehicle and started inspecting all four wheelsHe found the left front and the left rear wheels both damaged as being bentThe left front at this time being the worse of the twoTech recommended two new wheels and due to the tread depth, new tires and a wheel alignment to eliminate all of the customers concernsAdvisor presented prices for the repair both verbally and visually through our computer estimating systemVW also had a special, Buy Tires get for a $ Advisor presented this to the customer as well Customer decided to approve these prices and repairs to be performedAdvisor offered a Free Rental Car while the repairs were being performed the same dayAs Advisor walked the customer through the shop to the location of the Rental Car, and asked the customer if he wanted to see the damaged wheelsThe customer declined and told Advisor he wouldn’t be able to pick the car up until the morning of 4-6- 4-6-Customer returned to pick up the vehicle and presented a coupon to Tony for $off The coupon states that it cannot be combined with any other offers or coupons; therefore the coupon could not be used inconjuncation with the Buy get specialThe 4th tire had a greater value than the $coupon offered and was in the customers best interest to keep that special in effect Customer at that point wasn’t satisfied and wanted this to be confirmed by Bommarito ManagementAdvisor had Service Manager consult with the customer confirming the specials offered to be trueCustomer paid the repair in full without dispute other than the $coupon not allowed VW Customer Satisfaction Survey was received on 4-7-the customer gave a failing score of and stated that he thought the wheels were damaged during the repair on 3-This is the 1st time the customer had made the accusation of us damaging the wheelsThe vehicle wasn’t driven by the tech during the 1st repair making this claim impossibleTony responded to the customer stating this and we did view the video tapes to confirm the tech did not drive the vehicle off the lot The customer sent an email to the Service Manager on Saturday 4-8-asking for the repairs to be reversed and the old wheels and tires to be reinstalledHe again sent another e-mail on 4-Sunday asking for a responseAs the Service Manager is out of the office on Saturday and Sunday, he did not view the e-mails until the morning of 4- Unfortunately, the old parts were discarded into the trash on the same day of the repair on 4-5-at 3:28pm, as confirmed by video We try to follow safety standards and remove old parts and trash on a daily schedule and are unable to meet the customer’s requests to reinstall the old partsIf the customer had given any inclination this issue would follow we would tag and save the items All during the transaction, the customer made no complaints other than not being allowed to combine another coupon In summary, the customer brought the vehicle in for a complaint which was accurately diagnosed and repairedWe confirmed the wheel damage was not performed hereBommarito VW of Hazelwood Service Department staff handled the repair with utmost attention and quality workmanship The customer paid for all services rendered and was given what was promised and owed

We apologize for any inconvenience the customer has experienced since purchasing the Edge It was our understanding that the navigation system had been corrected during a previous visit in which we installed the SIM card for her At that point in time, the navigation was functioning We would like to invite the consumer back to the dealership for further diagnosis and request that she contact our Sales Manager, ***, at [redacted] to schedule an appointment We will also provide the loaner car requested and reimburse for the brake repair

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] ***

The consumer was in our store on 7/22/with the intent of purchasing a preowned vehicle The consumers completed a credit application authorizing Bommarito Volkswagen of Hazelewood to run their credit in an effort to securing financing for this vehicle The credit application was submitted to multiple banks on that date only Unfortunately, given the consumer's credit history, we were unable to secure financing It is our belief that consumer is now receiving Adverse Action Notices from each of the lenders that received their application These notices must be provided to them within days as required by law While each of these bank letters may have a different date, the consumer may rest assured that their credit is not being run repeatedly, as stated in their complaint The lost keys the consumer references were happily replaced at no charge to them due to our error We apologize for any confusion

Complaint: [redacted] I am rejecting this response because:The stories of the salesman and the manager were not consistentThe salesman said that "someone just put a down payment" that morningOnly minutes after the first contact with meAfter I arrived, the manager said " the car was sold on Saturday"That was the plan from the startAdvertise one vehicle, tell them that it eas sold and offer to sell a different vehicle, with higher milage and fewer options for more moneyThey can have their carsI am not buying anything from themI just want other customers to be aware of the dirty tactics and dishonest ads that these dealerships are running Sincerely, [redacted] ***

Upon a previously submitted complaint, Bommarito agreed to fix the issues stated in the complaint, to date it has been a partial completionThe heating issue that is caused by an electrical malfunction has not been properly diagnosed or resolved I am unable to reach anyone at a corporate level to address the issue despite the calls and lettersThe customer service liaison [redacted] was very rude and disrespectful on all occasionsThis issue has been pending for five (5) monthsVery frustratingThe full cost of the completed repair by a reputable dealer, loaner car coverage and monetary settlement of $for inconvenience expenses

Because the visible surface of the wheels were not damaged and there was no customer concern regarding noise and vibration, we did not identify the bent wheels during consumer's first visit on March 29th It is not industry practice to test drive a vehicle when performing a tire rotation Test driving the vehicle at highway speeds may have revealed the vibration/bent wheels at that time At this point in time, it appears there is confusion relative to where the new wheels and tires are now located on the vehicle (right and left front) In fact, this is correct All wheels were removed from vehicle, the two damaged wheels (both left side wheels) were disposed of and the two new wheels mounted with two new tires and installed on the front of the vehicle This was intentional, as it will provide the consumer with the best possible driving conditions by having all new product on the front of a front wheel drive vehicle Please note that vibration and noise issue has now been eliminated.Bommarito stands by the diagnosis and repair of this vehicle Driving with bent wheels can produce a safety concern and drivebility issues, as well as stress to driving components such as steering and suspension Replacing these wheels was in the consumer's best interest and all work was pre-approved by consumer However, since consumer has been a loyal Bommarito VW of Hazelwood customer, we wold like to offer him a $service credit as a goodwill gesture in an attempt to ensure customer satisfaction If consumer would like to take advantage of this offer, please contact our service manager, ***, at [redacted]

We apologize for consumer's experience with his internet inquiry The vehicle consumer selected had in fact been sold late the Saturday 5/7, prior to his Monday morning inquiry The vehicle was still showing online Monday as the system requires hours after delivery for the vehicle to be removed online This particular vehicle, while sold on Saturday, did not deliver until Monday 5/ The salesman attempted to notify consumer as soon as he was aware but did not reach consumer before he made the trip to the dealership We apologize for the inconvenience and would be happy to help consumer locate another vehicle that meets his needs

Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ A check was issued and mailed today to consumer for full purchase price of contract as promisedWe apologize for the delay in processing and thank consumer for his business

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
Sincerely,
*** ***

Attempted to reach consumer at the telephone number on our files, which is also the number provided to Revdex.com A recording is received indicating the number is no longer in service In the alternative, we emailed consumer and advised that we have made arrangements for his truck to be
inspected at our Ford store in Hazelwood We provided consumer with contact information for Ford Service Manager and will provide consumer with complimentary Enterprise truck rental while his vehicle is in for inspection

2014-03-12T15:19:00Z
2014-03-13T17:01:00Z
Washington University
2014-03-12T15:19:00Z
2014-03-13T17:01:00Z
Washington University
Complaint: *** I am rejecting this response because: The business response states that the lead VW Master Tech (***) found
the left front and the left rear wheels both damaged as being bent and the left
front at this time being the worse of the two on 4/5/17, while the service
consultant *** *** told me that the rear wheels were bendedHe walked
with me to my car, but told me the rear wheels could be not seenI did not
decline to check the wheelsIt is weird that only front wheels were
replaced, but not the damaged left front and the left rear wheels found by the
lead VW Master Tech (***), and damaged rear wheels mentioned by *** ***
The so-called “damaged” left rear wheel by the lead VW Master Tech (***) and
“damaged” rear wheels by *** *** are still on my car, and produces no
noiseApparently there are mistakes made by service center, based on
contradictions in what the lead VW Master Tech (***) found, what *** ***
told me, and what wheels were replaced on my carEspecially so-called
“damaged” left rear wheel or rear wheels are in good shape, suggesting that
so-called “damaged” left front wheel or front wheels are also in good condition
My car generated no noise before 50K mile service, and was received
multiple-inspection in 50K miles service at service center on 3/29/Nothing wrong was found in all the
wheels and tiresI heard the noise right after I drove out from service center
in morning of that dayOn 4/7/*** *** confirmed by checking the video
that no wheels were damaged in 50K miles service (see his email attached below)
His findings strongly prove that noise was not caused by wheels, because they
are in good conditionWhen I arrived at the service center on 4/5/17, the service consultant
next to *** *** told me that the noise resulted from imbalanced tires,
and would go away after rotating tires back to original positionsThe noise
may be reduced even no action is taken, and does not affect safety
Mr ***,Thank you for your businessSorry you feel that way, especially after
talking with myself and the service manager for 20mins about the tire special
VW is offeringAs we explained you can only use coupon per visit and they
must be presented up front before the service is performed not afterAs you
know you had agreed with the pricing that I had supplied to you up front before
any work was performed.As for your wheels being bent, yes you are correct the wheel damage
should have been noticed by our tech during the rotation and multi-point
inspection on your first visitIt takes a very hard impact to bend steel
wheels, such has hitting pothole's or other debrisWe have reviewed our shops
video of your first visit and the video shows no evidence of us damaging your
wheels.Thank you*** ***.____________________________________________________________________________...⇄ All the evidences show that all the old wheels on my car were in good
condition, and noise was caused by imbalanced tiresAs the noise does not
affect safety and can be eliminated by rotating tires back to original positions indicated
by other service consultant at service center, replacement of front wheels and tires
in the service on 4/6/was unnecessaryThis service is caused by a wrong
decision made by *** *** based on mistakes made by the lead VW Master Tech (***)I
agreed to make replacement of wheels and tires on 4/5/17, because I trusted
what *** *** said and believed he made right decision for me, and his
words made me think there was safety concernMy decision was misled by his
wrong decisionIt is unreasonable to ask customer to pay for the mistakes made
by service centerAs my old wheels and tires were disposed by service center,
I request that service center refund me the cost for the service on 4/6/($1038.22). Sincerely,
*** ***

Consumers each completed and signed Credit Applications authorizing Bommarito VW of Hazelwood to submit their applications to financial institutions for review and approval Copies of these Credit Applications (omitting personal data) may be provided to the Revdex.com upon request

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
Sincerely,
*** ***

In an effort to provide the customer complete satisfaction, we returned the vehicle to inventory and provided her a full refund of her money down

Spoke to consumer via telephone. A refund in the amount of $will be mailed today. We apologize for the delay in processing

We have contacted the consumer, apologized for the negative service experience and advised that we would like to perform the necessary repairs to his vehicle at no charge to him.  Thank you for bringing this matter to our attention.

Complaint: [redacted]I am rejecting this response because:I don’t agree with your argument with the service. However, I am wiling to compromise in this dispute.The so-called “damaged” left rear wheel is on my car, but good right front wheel has been replaced. I agree that the vibration and noise issue has now been eliminated even without replacing so-called “damaged” left rear wheel. As there was no vibration and noise before service on 3/29/17, no wheels should be damaged. In addition [redacted] indicated in his email that it was very difficult to damage the steel wheels. I found the noise right after I drove out of service center in the morning of that day. The reason for noise is imbalanced tires as indicated by the service advisor next to [redacted]. He said the noise should be gone after the tires were re-rotated back to original positions, and the noise did not affect safety. [redacted] asked me to bring car back to re-rotate the tires when I called him on 4/4/17, further suggested that he also knew the noise problem came from imbalanced tires. [redacted] told me the two rear wheels were bended on 4/5/17, but the business statement (also cited by you) shows the lead VW Master Tech ([redacted]) found that front and rear left side wheels were damaged. Both of my front wheels have been replaced in the service on 4/5/17, but not the rear wheels diagnosed by [redacted] and left rear wheel by the lead VW Master Tech ([redacted]). All these evidences indicate that service on 4/5/17 resulted from diagnostic mistakes.As you take a goodwill gesture, I also take one step back to keep a good relationship with Bommarito VW of Hazelwood. Instead of asking for a refund of $1038.22, I am willing accept $1000 service credit.Sincerely,[redacted]

We acknowledge that an error was inadvertently made with the diagnosis and repair of consumer's vehicle.  We sincerely apologize and want to satisfactorily resolve this situation, but we need to have the consumer return to the dealership so that we can inspect the vehicle and make corrections...

at no charge to her.  We respectfully request that consumer contact our Service Manager, [redacted], at [redacted] to schedule a convenient appointment.

Customer [redacted] Revdex.com Complaint ID [redacted]     The following information is being provided in response to the above referenced Complaint.  This document includes a complete chronology of all the communication between Bommarito and the customer concerning customer’s issue. ...

  3-29-17 RO# [redacted]   Customer came in for his final of 5 Free Oil and Filter Changes / Tire Rotations.  We advised the customer per VW Service Recommendations the Transmission Fluid was due to be replaced as well. The customer approved the Transmission Service at his expense.   Tech #[redacted] performed the oil and filter change, the transmission service, 29 point inspection and Rotated the Rear Wheels and Tires to the Front of the vehicle. Tech noted on the inspection report the rear tires tread depth measured 4/32 and the front at 5/32. Along with the rear drum brake shoes at 3MM. (nothing was noted about wheel damage.)   Customer called service advisor on 4-4-17 stating he was hearing a noise since the tire rotation had been performed a week ago and that it had not gone away. Advisor suggested he  bring the car back for an inspection.  Advisor also stated that sometimes tires with wearing conditions on the rear of the car that are then moved to the front sometimes could feel a vibration in the steering wheel now that they are located on the front of the vehicle. He told the customer and stated we would perform a thorough inspection to confirm if this is the case.   4-5-17 RO#[redacted] Service Manager preassigned lead VW Master Tech (343) to inspect the vehicle while the customer was waiting at the dealership. The video tapes viewed the tech 1st checking the condition of the tires feeling if the tires were chopped causing the complaint. Although the tires had wear, the tech wasn’t convinced that was the fault. The tech then test drove the vehicle to confirm the customer’s complaint. He did confirm the noise and felt a vibration in the steering wheel. He then raised the vehicle and started inspecting all four wheels. He found the left front and the left rear wheels both damaged as being bent. The left front at this time being the worse of the two. Tech recommended two new wheels and due to the tread depth, new tires and a 4 wheel alignment to eliminate all of the customers concerns. Advisor presented prices for the repair both verbally and visually through our computer estimating system. VW also had a special, Buy 3 Tires get 1 for a $1.00.  Advisor presented this to the customer as well.  Customer decided to approve these prices and repairs to be performed. Advisor offered a Free Rental Car while the repairs were being performed the same day. As Advisor walked the customer through the shop to the location of the Rental Car, and asked the customer if he wanted to see the damaged wheels. The customer declined and told Advisor he wouldn’t be able to pick the car up until the morning of 4-6-17.   4-6-17 Customer returned to pick up the vehicle and presented a coupon to Tony for $50.00 off.   The coupon states that it cannot be combined with any other offers or coupons; therefore the coupon could not be used inconjuncation with the Buy 3 get 1 special. The 4th tire had a greater value than the $50.00 coupon offered and was in the customers best interest to keep that special in effect.  Customer at that point wasn’t satisfied and wanted this to be confirmed by Bommarito Management. Advisor  had Service Manager consult with the customer confirming the specials offered to be true. Customer paid the repair in full without dispute other than the $50.00 coupon not allowed.   VW Customer Satisfaction Survey was received on 4-7-17 the customer gave a failing score of 61.3 and stated that he thought the wheels were damaged during the repair on 3-29. This is the 1st time the customer had made the accusation of us damaging the wheels. The vehicle wasn’t driven by the tech during the 1st repair making this claim impossible. Tony responded to the customer stating this and we did view the video tapes to confirm the tech did not drive the vehicle off the lot.   The customer sent an email to the Service Manager on Saturday 4-8-17 asking for the repairs to be reversed and the old wheels and tires to be reinstalled. He again sent another e-mail on 4-9 Sunday asking for a response. As the Service Manager is out of the office on Saturday and Sunday, he did not view the e-mails until the morning of 4-10.  Unfortunately, the old parts were discarded into the trash on the same day of the repair on 4-5-17 at 3:28pm, as confirmed by video.   We try to follow safety standards and remove old parts and trash on a daily schedule and are unable to meet the customer’s requests to reinstall the old parts. If the customer had given any inclination this issue would follow we would tag and save the items.   All during the transaction, the customer made no complaints other than not being allowed to combine another coupon.   In summary, the customer brought the vehicle in for a complaint which was accurately diagnosed and repaired. We confirmed the wheel damage was not performed here. Bommarito VW of Hazelwood Service Department staff handled the repair with utmost attention and quality workmanship.  The customer paid for all services rendered and was given what was promised and owed.