Browns of Richmond

Review: The issue I have is I purchased a [redacted] from Browns on 2/20/16. In doing so I paid cash 16000 for the car. It took them 2 months to get me the title to my home address and to have it corrected because I live in the state of nc. In doing so I send off the title and have received a letter from the state of nc that I have been sold a car with a lien still existing. We did no financing and they should have made sure that there are no liens before selling the vehicle. This is fraud.Desired Settlement: I would like my title released and my fee for taxes for a state transfer fee for their lack of customer service and lack of knowledge to sale a vehicle with an existing lien.

Business

Response:

Ms. Smith, Thank you for listening to the concerns of one of Brown's customers. Mrs. [redacted] purchased her vehicle from Brown's on 2.20.16. Mrs. [redacted] elected to do the NC DMV wok herself. Brown's sent the a title to Ms. [redacted] on 3.17.16. Unfortunately, the first title sent was not assigned properly to Ms. [redacted] on the back of the title. On 3.21.16, Brown's sent a corrected title assigned to Ms. [redacted], which was free of any liens (please see [redacted]). We apologize for any inconvenience, Brown's was attempting to handle the title transfer with in a 30 day period. Please feel free to contact me should you have further questions. Thank you,Mark S[redacted]

Review: I was in negotiations with Brown's Volkswagen for an advertised price of ~$19500 on a [redacted] The negotiations were unsuccessful and then I was approached by Ray and he discussed leasing the vehicle and we talked number. I ended up declining. A week later the advertised price changed by $1000 and I asked how that changed my numbers and I was told that it would not, my numbers would not change and that was just a number the GM said to put up there but was not applicable to me. I posted a bad review on ** and Mark S[redacted] told me to email him. I emailed him and didn't receive any response. This is false advertising.Desired Settlement: This is a dishonest policy.

Business

Response:

Thank you for listening to the concerns of one of Brown's customers. Ms. [redacted] initiated a lead with our Internet Department and worked with [redacted] on the pricing of the specific car in question. According to Mr. [redacted], Ms. [redacted] had a trade in with a balance owed that was more that the value of her car. In the process of speaking with Ms. [redacted], Mr. [redacted] explained that the banks do not like to consider a loan application that has this "negative equity". As a result, Mr. [redacted] showed Ms. [redacted] more for her trade than what it was worth and offset this by adding the same amount to the sales price of the desired car to make the deal look better to the potential lender. Doing this would enhance the chances of the bank approving the loan in Ms. [redacted]'s behalf. I apologize for any misunderstanding in communication with Ms. [redacted] but it was in attempt to put her in a better position with the lenders to obtain a bank approval. Please let me know if you need anything further.Thank you, Mark S[redacted]

Review: I traded in a [redacted] for a used [redacted]. The [redacted] had a payoff that was to be paid off by Browns of Richmond as part of the trade in. After 1 month, I receive a notice for [redacted], who financed the [redacted], indicating they did not receive any payment at all from Browns of Richmond to pay off the [redacted]. I went to Browns of Richmond and I talked with [redacted] who said he would contact me the next business day in reference to the non payment due to the fact the business office was closed. I did not receive a call the next day and I called and spoke to [redacted] who appropriately referred me to the President, Mr [redacted]. Upon talking with [redacted], he advised me that he had taken care of the matter and had just sent the payment to [redacted] via overnight express. I had asked [redacted] at that time about another key for the car, as it only came with one key, He stated he would call me back. I never heard any more from [redacted]. Thinking that the deal had finally been executed and taking [redacted]'s word that the car was paid in full, I was totally shocked to acquire another notice from [redacted] one week later indicating that the entire balance on the car has not been paid and the bill is going into collections and it will affect my wife and my credit. I quickly called Browns of Richmond and left a message but I have yet to hear from them.Desired Settlement: I want Browns of Richmond to

1. Complete the car deal and completely pay off the [redacted] balance as indicated in the sales deal that was mutually agreed on with myself and Browns of Richmond.

2. I want a second key (fob) for the car.

Business

Response:

Thank you for listening to the concerns of one of Brown's VW customers. There was a short payoff difference in the loan on the vehicle that was traded of $29.55 with [redacted]. Brown's has taken care of that difference and now reflects a $0 balance, as shown in the attachment. Out of courtesy to the [redacted]', Browns has provided an additional key at no charge for their inconvenience. Please feel free to contact me should there be any further questions you may have.Thank You,[redacted], GM

Review: I have submitted paperwork for refunds on four extended warranties/service plans that are eligible for pro-rated refund after trading a vehicle I purchased at Brown's VW. After more than three months, I have still not received a refund and have been lied to multiple times regarding alleged missing or incomplete paperwork and promises made by the finance manager.Desired Settlement: Immediate refund of all four contracts I originally submitted on April 23, 2015

Business

Response:

Thank you for listening to the concerns of one of Brown's valued customers. During the course of the product cancelations, there were requirements needed by warranty company for the required paperwork that unfortunately took quite a bit of time. We were able to complete the necessary paperwork and the refund (see [redacted]) was mailed 7.29.2015. Please feel to contact us should you need anything further. Thank you.

Review: Went to Brown's of Richmnd, because check engine light was on. I was told that nine DTC'S Codes where found, asked for a print out codes was told they Brown's are able to give print out and could not show me Codes on cumputer . I'm I just to take Brown's word on this.? I also aked to have air pressure in tires checked ,, because the tire pressure light was on Did not check. Advisor said that technician found that rear breaks where down to 1.32 and that they needed to be replaced right away or I would have Roter damage and it would cost $ 500.00 which I thought was very high. I asked Advisor would'nt my car let me konw if breaks where that bad off, was told he did not know If [redacted] don't know who would? Went to [redacted] with in twenty minutes of leaving Brown's [redacted] to get a price on breaks was told it would cost $ 159.00 bigh difference, was also told that nothing was wrong with my breaks and the took the time to show me. When I went back to Brown's of Richmond I was met with attitude , said they would like to check it out but I could not watch . I told Advisor at this time I have zero trust in Brown's and I would not let my car out of my sight,After Advisor after he argue with me he said yes I could watch.Techniciation asked me when was car first looked at with attude as if I was liying. fter a few words he said bracks where fine. No apology Technician and Advisor said well mistakes happen! I have had my car checked at Brown's for over four years and all ways toke them at thier word. The one time I had a compaint I was treated badly. [redacted] Would like a refound on Egine testing if I can not get a report that I paid for I should not be charged, not even sure it was done. . Deceptive PraticeDesired Settlement: Refund, and to treated with with RESPECT!

Business

Response:

[redacted], the information you have been given is a little misleading. The customer asked us to to tell him what the 5 codes were on his ** when he got us. He already knew he had these codes (from [redacted]) and wanted us to tell him how to repair them. We can't print out the desciptions he wanted because it is not an option we have with our diagnostic equipment (and generic codes do not match ours). We also did a diagnostic on his vehicle at my store per his request and found 9 codes which we gave him all the info on. We also told him the parts that were failing. We have called the manager at [redacted] to get more information on this repair and he informed us he ran the scan on a generic machine which has a little tape attached to print. We only have a ** factory scan tool so the codes would not match the generic tool and ours does not print. For insurance reasons we do not, as a rule, let customers go into our repair shop. We did however make an exception for this gentleman and he spoke with [redacted] my [redacted] who is the most knowledgable kimdest man I know. I find it hard to believe he had an attitude with anyone. As for the brakes, the manager at [redacted] informed me it was a coupon that the customer had and that is was aftermarket pads and a loss leader. We offered to accept this coupon when the customer was here but he only wanted a quote with ** factory parts which are much more expensive than aftermarket.

My service advisor mailed him a complimentary oil change on the day after his visit ($79.99 retail value). He also spoke with the customer prior to mailing it. We always treat our customers with respect and will continue to in the future. There will be no refunds at this time.

Thank you.

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

First of all I told person at [redacted] that I did not need an oil change just had one done on 11/13/2013 .the experience technician look at breaks that was had very little wear and said pads are about in roters.[redacted] did not do Dtc's test .I was told [redacted] could not use infomation I had and would have to run its own test, did not tell mr I could not have print out of report until I asked.for one,, a little late . I have trusted Btown's [redacted] for ovr four years .I guess it's ok as long as you don't have problem with company.. [redacted] great as long as you don't disagree .

Review: Purchased a vehicle on 6-29-15. Brown's agreed in contract to pay $21,040.00 for payoff on trade vehicle. Brown's actually paid $20,681.00 on 7-10-15 The difference is due to a payment I made prior to 6-29-15 that posted between 6-29-15 and 7-10-15. This reduced the balance owed to payoff the trade. I began contacting Brown's on 7-11-15 asking for the $359.00 difference. After several weeks of conversations with staff ([redacted] Finance Manager and Carlos C[redacted], Salesman), Brown's ([redacted], Finance Manager) agreed they owed me the $359.00 on 7-30-15 and asked if I wanted to pick up a check or have it mailed. I asked them to mail it. As of today, 8-11-15, I have yet to receive the mailed check. It should not take 12 days to mail a check 10 miles. I have emailed the President (Mark S[redacted]) with no response in over 24 hours.Desired Settlement: I would like to receive the $359.00 they agreed on 7-30-15 is owed me.

Business

Response:

Thank you for listening to the concerns of one of Brown's Volkswagen's valued customers. I have been in contact with Mr. Mann and I have indicated that the $359.00 refund check was cut and placed in the mail on August 12th. I apologized for the misunderstanding and everything should be straight going forward.Thank you,[redacted]

Consumer

Response:

I received the check in the mail. I consider this matter fully resolved.

Regards,

Review: Brown's Body Shop took on the repair of my car following an accident. The insurance company is [redacted] and the cost other than $200 deductible is paid by them.During the repair they found some prior body work. They completed cosmetic repairs and called me to get my car. When I arrived they told me that they had not fixed front signal lights and did not check to see if clutches in transmission was working properly as they had decided that repairs to car from prior accident were not as they wanted.So they told me I could have car if I signed form stating they had informed me. Basically saying that the damage was not part of this accident. Although car had recently passed Virginia Safety inspection and had been driven several thousands of miles since inspection.Although I offered to take car as is and find shop to repair further problems, they would not give me my car unless I agreed to their letter. They currently have my car and are doing nothing to resolve problem.Desired Settlement: I will pay deductible, take my car and find repair shop to fix. I will not sign their letter.

Business

Response:

Thank you Revdex.com for all you

do to aid in the efforts for healthy business transactions! We first received notice of Case# [redacted] on

5/14/15. Below are some helpful details

regarding this case. On 4/9 Mr. [redacted] brought his car to Brown’s

Body Works (abbreviated as BBW) and [redacted] (abbreviated as **) confirmed an

open claim for repair costs in related to damage on the side of car. An estimate of repair cost and inspection

photos where submitted to ** on behalf of [redacted]. ** accepted estimated costs of repairs to

damage on side of vehicle.

BBW found extensive poor prior repairs completed to front of car. BBW had [redacted] return to shop on 4/13 where a

walk around inspection of extensive poor prior repairs was completed. [redacted] declined paying out of pocket to

correct these issues after the inspection.

During BBW repairs to car no damage was discovered to any lamps of car

nor damage to suspension of front drive axel.

A wheel alignment was completed at completion of repairs to confirm no

suspension damage was present. During

the final repair inspection an additional inspection of the wiring of car

revealed no wires are located in area of damage on side of vehicle. The inspection did reveal wiring in the

engine/transmission area were missing as well as other wires previously

incorrectly repaired. BBW exhausted our

training and knowledge of electrical diagnosing and could not confirm cause of

lamps not working. BBW noted

transmission performing abnormally. The

transmission is a sealed assembly and must be diagnosed by a trained mechanical

technician connecting to the transmission using a computerized scanning

system.

** advised as with all insurance claims, it is the duty of the claimant

to prove loss that should be covered by the insurance. Because no connection was found between the

damage on side of car to the wiring under the hood and transmission

performance, they could no extend coverage for the cost of mechanical diagnostics

charges.

Because of the extensive prior poor repairs to car including persisting

frame damage, loose parts, missing parts, missing wires, and incorrectly

repaired wiring… BBW wrote an acknowledgement form for [redacted] to sign

documenting he was made aware of the status of his vehicle. [redacted] would not sign the acknowledgement and

did not pay his balance on 5/4. On 5/4

[redacted] stated he would contact ** for clarification. On 5/4 BBW updated ** that car was still at

shop and customer needed clarification. On 5/13 BBW noticed car was missing

from parking spot inside our shop. On

5/13 BBW contact ** who showed record from [redacted] he had come into BBW building

unannounced with spare key and drive vehicle off BBW property with outstanding

balance and without signing final paperwork. On 5/13 BBW counseled with **

and Police Department on best reaction from BBW. On 5/13 at 4:45 [redacted] came to BBW and paid

balance, but refused to sign final paperwork.

Primary car key was given to him. Brown’s Body Works shares the

Revdex.coms commitment to an ethical marketplace and continues to

encourage Mr. [redacted] to communicate with [redacted] about coverage made

available to him through his claim.

Consumer

Response:

I have reviewed the offer and/or 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 do not see where Brown's Body Works has offered to do anything to resolve my complain. Only furnishing document I signed when [redacted] assigned repairs to this body shop.

Regards,

Review: I've been waiting since July for Brown's [redacted] to reimburse me for repair work I had done there. It is now November, nearly four months later, and I am still waiting. On top of this, I've received extremely poor customer service from their [redacted] who has stopped taking and returning my phone calls and has not once apologized for any delays or inconvenience. Within a week after picking my vehicle up from the Brown's ** service center on July 18, 2013, I was informed by [redacted] that the work was partially covered by a recall. They told me that Brown's [redacted] would reimburse me for $1,863.48 and that I should expect the check within 2-3 weeks. After waiting over four weeks I called Brown's ** to ask about the status of my reimbursement. When I called I spoke to [redacted], the [redacted], who told me that they were unaware of any reimbursement and that he would have to confirm it with [redacted]. [redacted] did not return that phone call until a week later, and when he did the only update he had was that ** had confirmed I was due for a reimbursement and that it would now have to be processed by them. He waited a week to make a phone call to [redacted] asking about my reimbursement. I was told to expect the check in 7-10 business days. After waiting two more weeks I again called [redacted], who told me he would look in to it and call me back. [redacted] returned that phone call two days later saying the check would be in the mail that week. Again, I waited over a week and the check never arrived. This same process of calling [redacted] and being told the check would be in the mail that week occurred two more times. Nearly three months after this all started I again called [redacted] and left a message asking him to call me back with the status of my reimbursement. I waited three days for [redacted] to return that call but he never did. When I called again his phone went straight to voice mail, so I again left a message asking about the status of my reimbursement - that call was also never returned. Finally, two days after that last phone call, a check arrived in the mail with postage dated the day of the phone call. Not only was this check sent to the wrong address, it was also made out for the incorrect amount - it was $200 short. Rather than continue to be ignored by Brown's ** and [redacted], I called [redacted] to see if they could help with this process. I was told that a regional case manager would be helping me. On October 21, 2013, three days after speaking to [redacted], [redacted] finally called me. He told me that he would personally be putting the check in the mail that week. It is now November 6th and I have still not received my reimbursement. When I called Brown's ** today and asked to speak to [redacted] I was sent to his voice mail. Once again I've reached out to [redacted] for help in dealing with this dealership and their poor management. Throughout all of this, not a single time (literally not once), has [redacted], the service directory at Brown's [redacted] of [redacted], apologized for the ridiculous inconveniences I've had to deal with. I will never return to Brown's [redacted]. This is without question the worst customer service I have experienced and it has resulted in me writing my first ever complaint to the Revdex.com.Desired Settlement: At the bare minimum I am due my reimbursement of $1,863.48. At this point if this business cared about customer satisfaction at all they would just refund my entire service bill ($2,676.61), but with my experience thus far I have no reason to believe they are capable of rising to that level. Also, I truly hope I am a statistical outlier in their typical customer service experience, otherwise I expect they would reevaluate their service management personnel.

Business

Response:

[redacted],

I belive my staff has addressed and corrected all the listed concerns in [redacted] complaint. We have been told that he is satisfied with the resolution. I am hoping he will be retracking this complaint. Please contact me ditrectly if you have any concerns regarding this matter.

Sincerly,

Brown's Richmond

Review: I attempted to purchase a 2009 VW minivan on 7/4/15. I didn't receive any paperwork, but was told to drive it. I drove it home and on 7/5 notice a warning light to come on about tire pressure, the tires looked low in air and there was extreme noise from the window coming into the van. I return the van on 7/6 and noted "return". I have had nothing but trouble. I have had unanswered calls to Brown. I have requested my money back. I have requested a copy of the paperwork. I got a call from Jerry this week telling me to pick up the van. He could not provide anything else. The finance man could not provide any paperwork, bill of sale. when I arrived on 7/18, I noticed a dent on the vehicle.Desired Settlement: I would like my money back.

I have had the run around and a horrific experience with Brown

Business

Response:

Thank you for listing to the concerns of one of Brown;s

valued customers. [redacted] purchased a Volkswagen [redacted] on 7/4/15 here

at Browns Volkswagen in Richmond. We had been working with both mom and

daughter several days before finalizing the deal on 7/04/15. After

working with the financial institutes for several days, we were finally able to

get an approval that met Ms. [redacted] desired monthly payment which, included a

$4,000 down payment. [redacted] drove away in the vehicle on our Dealership Tag

because she was uninsured at that point. We made it clear to both her and mom

that [redacted] will need full coverage insurance before the deal would be

finalize, which was eventually provided. The vehicle was brought to the Service

Dept. on 7/6/2015 because of a tire pressure indicator light that had come on

due to the 4 brand new tires that we put on and a sound coming from the rear

when (only) the back windows are down. [redacted] dropped off the van along with

other documents that were needed such as pay stubs and proof of residence. We

tried contacting both mom and daughter for several days while we conducted our

repair on the tire pressure monitoring light. We finally made connection with

[redacted] , I told her that we will be fixing the issue with the tire and to

come in so we can determine what sound they are experiencing from the back

windows when down because what my technician heard was normal. [redacted] and mom

both arrive to the dealership on 7/11/2014. [redacted] personally drove

the [redacted] with mom while [redacted] stayed behind at the dealership. Mom and [redacted]

drove around on both the highway and in traffic for about 20 minutes to

recreate the sound they were experiencing when the two rear windows are down

and the front driver and passenger are up. [redacted] explained to mom what she is

hearing is simply the air amplifying the sound because of the way it is circulating

through the vehicle. The sound went away once we roll down all four windows or

simply just the front two. After returning to the dealership [redacted] advised both mom

and [redacted] to ride with him in another minivan that was in our inventory to

see if the same sound occurred when (only) the two rear windows are down. They

agreed. They notice the exact same sound when (only) the two rear windows were

down. They returned to the dealership and both mom and daughter agreed that

there was nothing wrong with the van. The van remain on our lot because we were

waiting for the New tire pressure sensor to be install. Both mom and daughter

were completely satisfied. Both left with smiles on their face and in good

spirit. We contacted [redacted] and Mom for scheduling a time to

pick-up their new vehicle after the repairs were made for the second time.

[redacted] and mom return to our dealership on 7/18/15 to take delivery of the

vehicle. Before driving away in the vehicle, [redacted] discover a small dent on

the car and did not want to take delivery until that was resolved but, said she

was satisfied with everything else. We took care of the dent on 7/20/2015 and

phoned both parties yet again to come pick-up the Volkswagen [redacted] and at that

time [redacted] became very hostile. [redacted] explained to her that we had

fulfilled every obligation and we had made every effort to satisfy her issues

and concerns. [redacted] said ok and rushed

[redacted] off the phone because she was at work and would call me back. We have yet to hear from her since. We have

attempted numerous times to contact [redacted] to come pick up her vehicle with

no success.

Consumer

Response:

I have reviewed the offer and/or 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] Brown VW statements are not correct. In fact they are mostly false. The vehicle was returned on the 6th at the service department, I noted “return” to [redacted] and Jerry the salesman

along with the keys. I have spent many

hours there at BrownVW weekly attempting to clear up the sale of the

vehicle. I was never given a bill of

sale or a sale agreement. The vehicle

was returned, the sale never finalized.

I never supplied pay stubs or any additional proofs to Brown VW, I was

never informed that such was needed. The vehicle cannot be driven with the windows down because

the noise is too distracting. I made

that clear to [redacted] that I prefer to drive with my windows down and the noise

is distracting. I am not satisfied with the vehicle. I only had it for two days and after driving

it for a limited amount of miles I had several problems with the van including

the tires. I don’t feel safe driving the

vehicle. I have a small child. I need to

be safe while driving.After many unresponsive calls to [redacted], I went back to

Brown VW, I was there again for many hours on July 18th. [redacted] was not there at Brown VW on the 18th. The finance man and another manager had not

any paperwork, bill of sale or anything with the specifics about the sale of

the vehicle. I am unsatisfied and never

stated to [redacted] that I was satisfied. When I was called on last week, I was on my job. I asked for my money back.

Business

Response:

[redacted] are the documents you requested for the [redacted] transaction. In retrospect, Ms. [redacted] executed these documents to purchase an automobile and Brown's Volkswagen has fulfilled all obligations to Ms. [redacted] and has conducted ourselves by Virginia law. Please feel free to contact me should you have any questions. Thank you, [redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 10734260, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

The copy of the purchase details is the only copy provided to me since July 4th. I would like my money back. I am not happy and find this purchase disturbing.

Regards,

Review: I purchased a vehicle from Brown's on 6/26/15 at that time I was offered and purchased 5 warranty/car care service plans. As my car approached 40K miles, which meant my oil would need changing, I noticed the oil change in the plan would be at 41+K and they recommend you stick with the manufactures services. At this point I realized that this wasn't going to work for me. . I called [redacted] for detailed explanation of my services, and found out that 3 of the plans would not benefit me. Not only that but the tire plan shouldn't have been offered to me because it was for vehicles with rims, which my car didn't have. I then called Brown's and was put into the voicemail of the person in the finance dept. who sold me the services. Eight days later hearing nothing from him I went to Brown's and of course this person was "busy" so someone else helped me with the cancellation of three of the services and was told it takes 30 days for the lienholder to receive a refund, this was 9/19/15. On 10/19/15 a check for $822.61 was received by the lienholder, at this time I called Brown's and was sent to voicemail. A week later I called again, to be sent to voicemail. This happened again when I called the following week. When I called two weeks later I spoke to the finance person who sold me the services and was told I had to speak to the other person in finance who cancelled the services and I was transferred to voicemail again, all these messages and I never got one call back. On 11/17/15 I called and requested to speak to the manager and explained to the person who answered the phone the situation and that I didn't want to go to voicemail. When the person came to the phone which was one of the people I left a message for, I explained the situation to him and of course he wanted to transfer me to the person who cancelled the services. I did not allow him to transfer me and told him to give that person all the details and he should call me by cob, no call.Desired Settlement: My desired outcome is that the refund for the remaining services, which I confirmed with Fidelity on 10/22/15 be sent to the lienholder and at this point with interest since the services were included in the financing of my vehicle and I am paying interest on it.

Business

Response:

Thank you for listening to the complaint of on of Brown's Volkswagen' customer. I spoke to Ms. [redacted] on 11.18.15 and she identified to me what had transpired. I apologized and indicated to her that I would get involved and send the correct cancelation amount to her lienholder. I have attached the check and supporting documents that were sent to her bank overnight for your review. Please feel free to contact me should you need anything further. Thank you,[redacted] GMBrown's Volkswagen

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: On 7/7/2014 I purchased a car from Brown's Volkswagen. The car was paid for in full on 7/7/2014. The [redacted] stated my title would be sent to me in the mail between 30 and 45 days. After 60 days of not receive the title, I contacted Brown's Volkswagen and spoke with a rep named [redacted] who stated that, while the title had been processed on 7/11/2013, a lien was placed on my account. In pointing out the car was paid for in full, it was identified that the lien was placed incorrectly. [redacted] told me she would fix the issue and call me back.

On 9/9/2014, after not having heard anything, I called [redacted] back to check on the status. [redacted] stated that she forgot to fix the issue. I requested that she fix the issue while I was on the phone with her. She got the lien removed and stated that I would need to drive to the [redacted] to pick it up and pay a $10 processing fee. I stated that I had already paid $400 in processing fees when I purchased the car so they would need to cover the $10 fee as well as the pick up since the issue was their fault. [redacted] stated she would send her driver to pick up the title from the [redacted] and they would take care of the processing fee. [redacted] stated the title would be at Brown Volkswagen by 9/12/2014 and that she would call me when it was ready and leave it with a [redacted] so I could pick it up after 5:00pm.

After not receiving any call from [redacted] or any other rep at Brown Volkswagen, I tried calling the location on 9/22/2014. After being directed to voice-mail, I decided to drive over to the location. Once on-site I spoke with three individuals about the issue, none of which were able to help me out. They notified me that [redacted] was already out of the office so they told me they would not be able to ask her about it until the next day. I provided my contact information and address to send the title to once it had been located.

On 9/23/2014 I received a call from the finance manager stating that the original rep said the title was still at the [redacted], all she had done was removed the lien on 9/9/2014 but did not follow-through with having a driver pick it up as she stated she would. I am currently awaiting a call back from the original rep.Desired Settlement: I would like this situation resolved before the end of this week (9/26/2014). I paid for my car in full on 7/7/2014, the title was ready on 7/11/2014 and the issue is still not resolved. I paid $400 in processing fees for Brown to handle the processing of the title and they are not delivering. They have identified that they made a mistake and are not taking appropriate action to correct it in a timely manner.

Business

Response:

[redacted]

I believe we finally have everything straight. I apologize for the mistakes and the confusion. Thank you very much for your patience with this matter. I have marked in our system a $100 credit to use for service or parts during future visits. Please do not hesitate to contact me directly with any further concerns or questions.

Regards.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: We purchased a vehicle at Brown's on 6/17/2015. Our business is registered in Pennsylvania, therefore the vehicle we purchased was to be registered in PA. After 5 months, we still have not received the permanent registration! Our owner and myself both called several times and spoke with Michelle F[redacted], the titling clerk, who was very helpful and told us that the paperwork had not gone through. We also spoke with Dwayne B[redacted] the Finance Manager, who told us the contrary, that the paperwork was fine, but that out of state registrations take time. I have emailed, called and left messages for Dwayne and the dealership's General Manager. In 5 months of trying to resolve this, I have never had a response from the GM. Mr. B[redacted] has responded, but only after I threaten to get a lawyer involved. Brown's has had to issue a dealer plate for our fleet vehicle because they have continually dropped to ball on resolving issues with filing our permanent registration. After 4 months, Michelle F[redacted], who has been the only helpful person there, tells me that there was an additional charge involved to complete the registration and that Brown's paid that for us. That's great, but after 5 months, we still do not have the registration and no one at Brown's is returning calls or emails. We did receive notice that the registration was shipped via UPS and is now lost. UPS has given us information that we need to contact the sender. The sender, ATC, will only deal with Brown's. And again, no one at Brown's is returning calls or emails. We have been using and paying for this vehicle for over 5 months now, without a permanent registration! This is unacceptable.Desired Settlement: Ultimately, we would like our calls or emails returned by the dealership and for the job to be finished! I have dealt with fleet management for nearly 10 years and have never encountered a dealership so lax in their duties in getting a customer something as basic as permanent registration for the vehicle they purchased.

Outside of that, we would like to be refunded for the 5 months of payments we've paid for this vehicle without the registration. Our monthly payment is $489.54 x 5 months = $2447.70. This can be paid via check, mailed to the business address we have on file with Brown's. In the time I've dealt with purchasing fleet vehicles, I've never experienced more than a 3 week delay in receiving permanent registrations, either with in-state purchases or out of state.

Business

Response:

Thank you for listening to the concern of one of Brown's Volkswagen's customers. We had been working with the Pennsylvania DMV to resolve the issue. Attached you will see the paperwork from our third party titling company that shows the tags were sent out on 11/5/15. Michelle F[redacted], my title clerk, confirmed receipt of the tags with RTR this morning. Please feel free to contact me should you need anything further. Thanks,[redacted]

Consumer

Response:

I have reviewed the offer and/or 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.

Review: We went into Browns [redacted] on [redacted] looking to buy a car. The salesman showed us a [redacted] and then he went and checked to see if we qualified for financing. He came back and told us that we did not qualify for financing on the 2006 but we did qualify for financing on a [redacted] that was fully loaded other then not having cruse control for $199.00 per month and it would be in my grand daughters name. Which cruse control is not that big of a deal. We sat and waited and the finance department to start working on the paper work. The finance department manager came and got us and took us to his office and started putting forms in front of me asking for me to sign. I asked about why I had to sign if it was going to be in my grand daughters name and that is when he told us the "LOAN" would be in my name. I said ok. He then handed me another form that stated that the monthly payment would be $303 per month and I ask him what happened to the $199 that we were originally told and he said it was because the "LOAN" was for 4 years. He kept putting forms in front of me and kept flip flopping the words loan and lease and my grand daughter finally ask him what actually what it was and after the final paper was signed he finally told us that it was a lease. I told him that I did not want to lease the car I wanted to buy it and he said that in order to get the payments where we wanted them to be this is what we needed to Lease the car. I again told him I did not want to lease the car and he said well take it home and you have 3 days if you are unhappy with the car then you can bring it back and be done with the whole thing. My son in law looked over the car when we brought the car home that night and found that the car was not fully loaded like they clamed. it doesn't even have AC. I called them first thing the next day wanting to take the car back because I was very unhappy and they told me that I could not bring it back for any reason. I feel that the salesman and the finance person did noting but lie to me and miss lead me the entire time I was there.Desired Settlement: Get out of the lease and buy the car for $199 per month like original agreed.

Business

Response:

[redacted], I have looked through this entire deal and have come to the conclusion that all information was properly disclosed and explained. The payment was only at $199 with money down that the customer decided she did not want to use. We offered the customer financing under the VW "Sign then Drive Event". We were as close as we could get to the $199 payment based on the customers credit qualifications when she went into finance for final settlement. In finance the Settlement Manager completely explained the financing when asked about the terms of the loan. he also answered all questions about the lease. The young lady buying the vehicle responded that this was fine and proceeded forward purchasing additional "optional" products that caused the payment to end up at its current level of $303.

Review: I purchased an vehicle from Brown's Volkswagon in 2014 with my boyfriend at the time, with me being the primary owner of the vehicle. I signed for the loan as well as doing the paperwork for the Tittle and Registration. I have a copy of the paperwork that was done for the registration and so does Brown's Volkswagon because they gave me the copy. Which has me confused as to why they did not send that paperwork to [redacted] instead they sent additonal paperwork to [redacted] which is fraudulent because the my car is not tittled or even registered to me.Desired Settlement: What I would like see happen is for Brown's to either remove my name from the loan or to reposess the car, because I would rather no longer deal with them for business anymore.

Business

Response:

Thank you for listening to the concerns of one of Brown's [redacted] customers. It was brought to our attention about thirty days ago by Janae [redacted] that the registration did not reflect her name. The registration reflected only the name of the co buyer. We apologized for the confusion and at that time explained that it was input into the online [redacted] system in error. We also conveyed to Ms. [redacted] that we would make the necessary correction with [redacted]. I have attached a copy of the corrected title inquiry for your review and [redacted] was to send her the new registration directly. Please let me know should you need anything further.[redacted]

Consumer

Response:

I have reviewed the offer and/or 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'm not satisfied with this offer, and I do not want my name added to the Tittle or the Registration because the car has been registered to someone else for almost four months. I don't know where the car has been or if their is any accidents or warrants associated with that vehicle.Regards,[redacted]