Chico Volkswagen

*** and *** purchased a Volkswagen Rabbit on October 5th from Redding Volkswagen Service Center as a Certified pre-owned vehicleThe vehicle had and still has a clean *** and no sign of any structural damageI was contacted about some cosmetic imperfections that the ***s felt
were effecting their travalueI agreed to look at photos and anything substantiating the claimsI was sent photos of cosmetic refinishing that is not of high quality and was sent an email stating that dealers had told them the impact of this was The facts I am dealing with include time, distance, and severityIt is almost three years after the sale, the customer is three states away, and the disputed condition is cosmetic in highly visible portions of the vehicleDuring ownership I found no evidence in warranty claim history that the customer had any problem with the vehicleI do not see how anything was hidden from the customer in any way

Hello,I would like to let you know that this issue has been resolved and my son is now in a much better situation than before. The dealership was right on this and took care of everything. We are very happy with the results and can now rest easy that he still has a
beautiful vehicle that will last him many years to comeThank you for your assistance in it and thank you also to a dealership that actually cares about their customersI have done business with many that don't care at all about their customers and this is clearly not one.Jenny

I am rejecting this response because: when we purchased the vehicle we asked if there was any body damage or if the car had been wrecked previously.  We were told "no" when in fact there had been body work done while in the possession of Chico VW.  This fact was disclosed to us when we spoke with [redacted] on the phone.  He stated there was "hundreds of dollars in repairs, not thousands..." Regardless of the dollar amount of the repair, there was repair.  We were told there was not.  I understand we are 3 years post purchase.  Again, we do not have a trained eye in looking for body work (the reason we asked and trusted the answer was honest), and only became aware of the damage when we tried to trade the vehicle in for a different car.I guess our question is...Is it ethical business practices to lie to your customer about damage to goods you are selling as not damaged?  In our minds, it is not.  We stand by our original request in that we were lied to and are simply asking that the business make it right.  Honestly, if we were told the truth, we would have chosen a different car to purchase....and probably from Chico VW!Thank you!

I have reached out to Mazda to cover the wheel speed sensor under consequential damage due to the fact the speed sensor failed within 1 mile of the vehicle being picked up, Mazda has agreed to replace the speed sensor as a goodwill gesture. Just to touch on the other statements that were made in...

this complaint, In an effort to save the customer 129.95 for an alignment we did set up the replacement of the tie rods to be done at the same time as the lower control arm recall and sway bar link replacement, The conversation with the service manager took place over the phone just to be clear I would never laugh in a customers face, I am not sure where that comment came from the customer actually hung up on me while I was talking to him.  The oil leak was called out in 2/2016 on a complimentary inspection that we perform, we do not poke holes in gaskets to drain oil there is a drain plug in the oil pan that allows us to drain the oil out of the engine, the windshield wiper reservoir cap was replaced at no charge to the customer as a goodwill gesture. The catalytic converter is in no way related to the repairs we performed on the vehicle if it is needing to be replaced that will be at the cost of the customer. Please contact me with any questions or concerns. Thank youSincerely,[redacted]Service ManagerChico Mazda

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
The payment can be sent to [redacted]Thank you Chico Volkswagen, we will spread the word that you where responsive and did the right thing.[redacted]

Chico Volkswagen will agree to pay the 500.00 as a goodwill gesture in consideration for this problem being resolved. No other promises will be expressed or implied.

I have reached out to Mazda to cover the wheel speed sensor under consequential damage due to the fact the speed sensor failed within 1 mile of the vehicle being picked up, Mazda has agreed to replace the speed sensor as a goodwill gesture. Just to touch on the other statements that were made in this complaint, In an effort to save the customer 129.95 for an alignment we did set up the replacement of the tie rods to be done at the same time as the lower control arm recall and sway bar link replacement, The conversation with the service manager took place over the phone just to be clear I would never laugh in a customers face, I am not sure where that comment came from the customer actually hung up on me while I was talking to him.  The oil leak was called out in 2/2016 on a complimentary inspection that we perform, we do not poke holes in gaskets to drain oil there is a drain plug in the oil pan that allows us to drain the oil out of the engine, the windshield wiper reservoir cap was replaced at no charge to the customer as a goodwill gesture. The catalytic converter is in no way related to the repairs we performed on the vehicle if it is needing to be replaced that will be at the cost of the customer. Please contact me with any questions or concerns. Thank youSincerely,[redacted]Service ManagerChico Mazda

Review: Sales/Finance Falsified Information to Sell Vehicle.

On 2/2/13 my husband and I went to this business regarding purchasing a 2013 VW Tiguan. We completed the credit application, and provided all requested proof of income (pay stubs). On 2/5/13 the dealership stated they had an approved loan from the bank and they were ready for us to make the purchase. On 2/5/13 we gave $1000 down payment funds, signed the contract/purchase agreement, and took ownership of the vehicle. On 2/9/13 I was contacted by the bank who stated that they were following up on the auto loan to find out if the information the dealer provided them was a clerical data entry error or if the dealer knew of my status as a 1099 self-employed business. I confirmed that the dealer knew that I was self-employed as they requested and received my profit/loss statement and proof of income for self-employment. They stated that the dealership represented the information to them that I was not self-employed and was in fact a W-4 employee. They stated that because they do not accept self-employed income on auto loans that the loan was not funded. I told them that I already had possession of the 2013 VW Tiguan and had taken possession on 2/5/13. The bank stated that the dealership should never release the vehicle until the funds had been guaranteed. So, at this point the dealership had falsified information, had my car that I traded in, and had already cashed the check for the $1000 down payment. Shortly after the conversation with the bank, I receive another call from "[redacted]" with the finance department at the VW Dealership, stating he had some very bad news. He stated that the bank declined our loan because my husband's income was not enough to fund the loan. He then stated that we lied to them regarding how much my husband made, however we did not lie about any information given to them, furthermore we provided proof of my husband's income via one months paystub, so he had the figures for the amount of income in front of him to calculate and provide to the bank. He never mentioned the fact that they tried to submit the loan with my income stated as W-4, and how the bank declined it because they do not accept that type of income. He took no responsibility for his practices, tells me that we need to return the VW Tiguan immediately and then he will return our trade in vehicle. The practices of the finance department were unethical and questionably illegal. The hassle that we received upon returning the Tiguan, obtaining our money back, and getting them to release my car was disgusting. I am a business owner in this community and I would never practice like this. I feel powerless as a consumer as to the inconvenience and mistreatment I endured during this business transaction with this company. This is not how ethical businesses practice. Desired Settlement: What amount of money can settle the the inconvenience and mistreatment I endured? This isn't about money-this is about this dealership continuing to practice unethically and how it effects other consumers.

Business

Response:

Initial Business Response

Contact Name and Title: [redacted], GM

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@chicovw.com

The state of California is a spot sale state. This means that we gather information that would give us a reasonable belief that given the right terms of interest rate, vehicle value, and down payment, we can assign the contract to a lending institution. Because there is risk, the state of California gives us time to find the lender and assign (sell) the contract. If we cannot, we have a right of rescission (cancellation) of the contract. We have excersized this right less than a handfull of times in 12 years.

We found out about the self employment late in the process and stopped. We informed the customer that the bank would require proof of income and before finalizing the contract or delivering the vehicle, we sent the customer home to gather the documentation.

During further conversation, the customers spouse became involved and provided two paystubs for the same pay period. We asked if the YTD incomes could be added for the total income or not. The information we received was that this was the case. We sent the stubs to a lending institution to make sure that this would work for them and we were told yes. We added the spouse and finalized the contract and delivered the vehicle. This took place over a period of a couple of days.

When the lender received the documents, they began to verify the information sent. It was found that the YTD incomes were not addative. The contract was returned to us. The lender denied to take the contract because the proof of income supplied by the customer did not pass verification, NOT because of self employment.

We are not in the business of selling vehicles only to have to have them returned. This is not good for the customer nor is it good for our business. As it is the vehicle was returned with a cracked windshield and running on the spare tire. Both of which we are fixing at our expense.

I am sorry the customer had to go through this. Getting a new vehicle is an exciting thing and having to give it back can be disappointing and potentially embarrasing. This is way we always try to do our due diligence, but rely on the customer to provide the information. We do not falsify information. We can't, because we have to send proof and the customer fills out and signs a credit application stating their income which goes to the lenders.

For any questions, feel free to contact me.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

This business took no responsibility for their actions, used justification and excuses in their responses that devalued my original complaint. Furthermore they focused on the loss they incurred, putting themselves as the victim in this transaction. I got the cracked windshield the day I bought it, filed a claim with my insurance company who couldn't process a claim for a car that I didn't own. I got the flat tire the day they asked for the car back, it left me stranded on the road for two hours. I didn't have time to get the tire fixed before they demanded I return it. However, they focused on how this impacted them and tried to paint the picture of me as a negligent consumer. Their response was full of half-truths and by far does not repair the damage they did to how we perceive their business practices. Furthermore, I do not believe the bank who contacted me would have lied or misled us as to what happened. This is an example of how the consumer is treated.

Review: We purchased a certified pre-owned vehicle from Chico VW in October 2013. We asked if the car had ever been wrecked. We were told no. Our understanding of a certified pre-owned vehicle is that it is a vehicle that has never been wrecked. Recently, we moved to Colorado and took the car to a local dealer as a possible trade-in. The dealer immediately pointed out areas on the car that had been repaired, which we failed to notice when we purchased it. Due to the car being previously damaged, we are not able to get the same value of the car that we would have if it had not been wrecked. We contacted Chico VW, speaking to [redacted], in which he stated he wanted to make it right and asked what we were looking for. He stated that the car did have damage, and they did repair it, and it should have been disclosed to us. He also asked that we submit photos of the damage, which we did. However, once we sent the photos and let him know that we had taken it to two different dealers in Colorado, both of which stated the car is worth $1000.00 less because of the damage, we have not heard back. We've called, but they are now refusing to take our calls. We called [redacted] and also [redacted] (co-owners) and neither will respond.Desired Settlement: We paid a premium price for a premium certified pre-owned vehicle, but in fact purchased a wrecked vehicle that was worth less than we paid. We would like to get back the difference in the value of a premium certified pre-owned car and a car that has been previously wrecked and repaired...which we have found to be $1000.00.

Business

Response:

[redacted] and [redacted] purchased a 2009 Volkswagen Rabbit on October 5th 2013 from Redding Volkswagen Service Center as a Certified pre-owned vehicle. The vehicle had and still has a clean [redacted] and no sign of any structural damage. I was contacted about some cosmetic imperfections that the [redacted]s felt were effecting their trade-in value. I agreed to look at photos and anything substantiating the claims. I was sent photos of cosmetic refinishing that is not of high quality and was sent an email stating that dealers had told them the impact of this was 1000.00. The facts I am dealing with include time, distance, and severity. It is almost three years after the sale, the customer is three states away, and the disputed condition is cosmetic in highly visible portions of the vehicle. During ownership I found no evidence in warranty claim history that the customer had any problem with the vehicle. I do not see how anything was hidden from the customer in any way.

Consumer

Response:

I am rejecting this response because: when we purchased the vehicle we asked if there was any body damage or if the car had been wrecked previously. We were told "no" when in fact there had been body work done while in the possession of Chico VW. This fact was disclosed to us when we spoke with [redacted] on the phone. He stated there was "hundreds of dollars in repairs, not thousands..." Regardless of the dollar amount of the repair, there was repair. We were told there was not. I understand we are 3 years post purchase. Again, we do not have a trained eye in looking for body work (the reason we asked and trusted the answer was honest), and only became aware of the damage when we tried to trade the vehicle in for a different car.I guess our question is...Is it ethical business practices to lie to your customer about damage to goods you are selling as not damaged? In our minds, it is not. We stand by our original request in that we were lied to and are simply asking that the business make it right. Honestly, if we were told the truth, we would have chosen a different car to purchase....and probably from Chico VW!Thank you!

Business

Response:

Chico Volkswagen will agree to pay the 500.00 as a goodwill gesture in consideration for this problem being resolved. No other promises will be expressed or implied.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

The payment can be sent to [redacted]Thank you Chico Volkswagen, we will spread the word that you where responsive and did the right thing.[redacted]

Review: Vw has had my car in the shop for 38 days since 2/10/14. It took them 4 times of changing out parts that didn't need to be changed before they put in a new transmission. My service engine light was still on when I went to pick it up after it was supposed to be fixed. Then they failed to tighten up a pendulum bolt on the car so it fell out coming off the freeway with all my kids in the car. They need to not pretend like they know what their doing and fix the actual problem not something else and try and charge you for stuff that didn't need fixed in the first place.Desired Settlement: I would like a replacement vehicle that is safe and dependable that won't brake down. I have anxiety driving my family around in this car. I no longer feel safe. All I can think about is am I going to brake down today. This has stressed me out above and beyond.

Business

Response:

Ok after reviewing customers file yes car was in the shop, she has had multiple concerns with vehicle. In regards to the transmission we replaced the valve body on the first visit with shifting concerns per Volkswagens tech line with fluid clean no material in it. Upon test drive car seemed ok but 2 days later car was back for same concern, after contacting Volkswagen again we where advised to replace transmission which we did at no cost to her. Customer has a CNA extended warranty and they have covered pretty much all of her repairs. In regards of the valve body though CNA would not cover even though they approved it as a starting point (diag) for the repair. So we as the dealer and Volkswagen absorbed a $1800.00 repair, and one other side note the car was not running properly after all the repairs which ended up being a maintenance item (spark plugs) which where corroded. If there are any other questions feel free to contact me at any time we are here to help her if she needs any at all. She has tried contacting Volkswagen and I do not know where that went FYI.

Consumer

Response:

I am rejecting this response because: there here to help me...no thank you Volkswagen doesn't know how to determine a simple problem with their own vehicles...yes the fixed the transmission after trying to fix everything else that didn't need to be fixed aka valve body...then who knows what else. They replaced that wasn't really problem aka cam sensor...and after the ordeal it ends up being spark plugs...then what about that bolt that fell out because they forgot to torque it..way to go Volkswagen...

Consumer

Response:

Consumer states that as of today the car is fixed. She is not happy with the dealership.

Review: My son and I purchased a 2015 Passat from Chico VW on 1-29-15. When we left the dealership, we were confident that a lease was in place and all was good. On 2-11-15, my son received a message on his phone (he was out of range when the call came in) from [redacted] at the dealership that he needed to come in and re-sign paperwork. He said that he had good news about his deal. My son called the dealership as soon as he got the message and [redacted] was not available. He left a message for [redacted] to call back but did not receive a call. On 2-12-15 around 9:30am, I called the dealership. I was transferred to a finance person who was working in place of [redacted] due to him having the day off. This, I believe is the same person who was present when we signed papers and was persistent about selling my son a warranty. When we did not agree this same gentleman insulted my son. He appeared to be irritated that we did not purchase the warranty. Getting back to this morning. This gentleman told me that the application that was originally submitted to VW had inconsistent information and they were not going to approve the negative equity in the vehicle as part of the financing. When the vehicle was purchased, the dealership was off[redacted]g $5,000 off on Passats. It was my thought that this was going to soak up the negative equity and my son was paying full price for the vehicle. The person told me that we were getting the payment lowered by $4 and we were getting a warranty. I asked this person if we were being forced to purchase the warranty. He said no, that we could come up with an additional $3,000 or return the vehicle. I told him that we would come by the dealership on 2-14-14 to speak with [redacted]. We received the permanent plates on 2-12-14 and the trade in was paid off on 2-9-14. A $500 down payment was requested and $350 of the checks have been cashed as of 2-12-14. The last $150 check was to be deposited on 2-12-14.Desired Settlement: I want this to be resolved within the law.

Consumer

Response:

Hello,