Compass Volkswagen

Review: My wife and I purchased a new Volkswagen Jetta TDI SEL model on Tuesday March **, 2015 from Compass Motors. We expected to get the VW advertised special of 0% financing for 72 months as previously discussed with the dealer at the agreed upon price. The [redacted] first gave us 60 months at 0% and we actually inquired why were not getting the 72 months. He then said that can be done for $500 more, we were confused and thought there might have been some small print on the advertised special of 0%. We got home and realized the terms were quite clear, that we should've got the 0% financing for qualified buyers which I believe we were because sales manager indicated that our credit rating was outstanding 830+. I then called the dealership on Monday 3/** and spoke with [redacted] who wasn't very cooperative and basically indicated the deal was explained to us thorougly.I then contacted VW financing who basically indicated to me that the deal was between the dealership/customer and they couldn't assist with the financing terms.I have all the necessary paperwork for your review and in addition to emails between myself and the dealership agreeing upon the price prior to the purchase. He indicated the dealership has the ability to adjust the terms of the sale and finacing.I think this deal was wrong and ended up making VW financing $758.10 for 0.9% finance we got.Desired Settlement: My wife and I want the financing terms changed back to 0% for 72 months which was the advertised special for this and other models.

Consumer

Response:

At this time, I have not been contacted by Compass Motors regarding complaint ID [redacted].Sincerely,[redacted]

Review: I used to own a 2012 Volkswagen Beetle Turbo and had it serviced at this dealership. I sold the vehicle in April of 2014 and notified COMPASS Volkswagen of the status shortly afterward. Since that time, I have been receiving phone calls every couple weeks on a regular basis hounding me to bring the vehicle in for service. I have explained several times that I no longer own the vehicle and requested the dealership stop calling me. In October of 2014 I moved from NY to GA. The phone calls continued and I informed the dealership I no longer own the vehicle and I no longer live anywhere near NY each time they called. I have requested they stop callign me every time they call but the phone calls persist. I have requested to speak to the service manager several times and I am always told he is either not at work or otherwise not available. Today, after being told the Service Manager is once again unavailable, I asked to speak to the General Manager. I was told he was on the phone and I asked to hold. After being on hold for a couple minutes, the phone started to ring and I received the Service Manager's voicemail. I hung up and called back adn was told the General Manager is now also unavailable. I explained the situation and was told I could leave my information and they would call me back when they had time, but I have tried this in the past and received no phone calls from any of the management team. This issue has been reported to Volkswagen North America and now to your office as well.Desired Settlement: I would like all contact with this business to cease immediately. I do not live near the dealership, and I do not own a Volkswagen so there is no reason for them to contact me.

Review: I brought my car for service, however the there are still existing and current issues with the car, such as headlight and range control issues with my Touareg. I have a number of emails sent to [redacted] trying to resolve the issues, however they have not fully addressed my problem.Desired Settlement: Working car head lights at 100%, with out being charges an additional cost.

Consumer

Response:

At this time, I have not been contacted by Middletown Mazda regarding complaint ID [redacted].Sincerely,[redacted]

Review: I was home for the weekend and my car broke down (it wouldn't start). My car was brought to [redacted] motors on Monday August [redacted] and I was told my car would be fixed by Wednesday August [redacted]. Wednesday I received a call from [redacted] the I told him I wouldn't be able to leave work and pick the car up before they closed so my mother and grandmother went to pick the car up for me. When they went to leave my mom had the same issue I had when it was brought to them. She went in and talked with [redacted] and [redacted] the [redacted] that my car still wouldn't start, despite being told my car was fixed. They told my mother and grandmother to wait in the waiting room and they'd pull the car in immediately and get it back running. Four hours later they let my mother and grandmother leave. I met my mom, picked my car up that night, and drove it to work the next day August [redacted]. When I went to start my car to leave work...it yet again won't start doing the same thing it did when I brought my car in. I tired a few different times to start it, walked away for a bit then returned to my car and it luckily started. I called [redacted] motors back up and explained that my car was again not starting. I explained that I work in [redacted] which is far away and asked if I could bring it to [redacted] motors (another Mazda dealership in [redacted]) and that I would also be needing a car while mine was being rediagnosed and reworked on. [redacted] got the approval and told me "yes you can bring it to [redacted] motors we will pay for the fixes and we will pay for your rental while it's being fixed." I drive my car to [redacted] motors explain the situation what has happened, what my car is doing and that [redacted] motors said they'd pay. [redacted] motors ([redacted] was the one I had the most contact with and [redacted] worked on my car) called [redacted] to verify that they were paying for the repairs and [redacted] said "yes, we are paying for the repairs." I filled out the information I had to at [redacted] motors and headed off to [redacted] rent-a-car ([redacted] is the [redacted] there) explained the same story to them, they also called [redacted] motors and [redacted] also told them "we will pay for the rental while the car gets repaired." I get a call from [redacted] motors my car is fixed and I can pick it up. I was out of town for the weekend ([redacted] and [redacted] motors knew I was out of town until Tuesday). I went to [redacted] as soon as I could Tuesday, filled out all the paper work for [redacted], and got my keys back. I ran over to [redacted] to return the car, filled out the paper work and had [redacted] shuttle me back to my car. I got back to [redacted], got into my car, went to turn the car on, and it still wouldn't start. I go back into [redacted] motors service department and tell them calmly that my car still doesn't start for a third time since being "fixed." They tell me "we have to contact [redacted] again to get permission to keep working on the car." We called [redacted] immediately and both [redacted] and [redacted] had left for the day and we would have to contact them the next day. I got shuttled back over to [redacted] and they hadn't closed out the account yet so I took the same car under the same order. I attempt to call [redacted] at [redacted] the next day, I was told "he was busy with a customer and would get back to me as soon as possible." He didn't call me back that day, or the next so now it's Friday September [redacted] and I call them again and I was either told "he was busy," "he left for the day," or "he wasn't working that day" (honestly this went back and forth many times and I can't remember which excuse they gave me that time). [redacted] had called me that Friday to ask if I had contacted [redacted] or they contacted me, I explained that I couldn't get a hold but would try Friday as I did. I went into [redacted] motors to see if [redacted] contacted them at all. I also contacted [redacted] to see if [redacted] had contacted them about the rental, and [redacted] also hadn't been contacted by [redacted]. [redacted] told me [redacted] said they wouldn't pay for any more repairs (mentioned nothing about the rental car) I couldn't believe that so I left and called [redacted] again the next day, when they told me again that [redacted] was busy/left/had off, I wanted to talk to [redacted]'s [redacted] which is when I started talking to [redacted]. He claimed that "we feel we have done enough on our part we've payed for a repair and your rental. We won't pay for anymore repairs (again no mention that they'd stop paying for the rental). So I hung up with [redacted] unhappy, I call Mazda headquarters to file a complaint explaining everything I've told you here. After they took my information I was told they'd have to contact both dealerships and verify the story and get an answer after that. After not hearing from them for a week I call the head quarters back and I was told "oh yeah, let me pull that record up. Yeah it looks like both dealerships are privately owned and there nothing that the actual Mazda company can do for you." So finally after all if this it's about October and I decide I'm fighting a loosing battle. I go to [redacted] and just tell them "I will pay for the repairs just fix my car." Another long story short I was told 3 more additional times that my car was fixed...and two of those times when I was told my car was ready to go, and it still wouldn't start. During the middle I also had to resign the rental agreement because they are only good for 30 days. When I went to [redacted] to sign the papers I asked if the bill was still going to [redacted], I was told "yes their name is still the billing name in the contract." Finally my father did some research called [redacted] up and told them my computer was bad. After they replaced the computer I was told for the 6th time that my car finally started. And I got my car back November [redacted]. I ended up spending roughly $2,000 in repairs.bi revived a call last Thursday December [redacted] from [redacted], [redacted] said "[redacted] is refusing to pay the rental bill, [redacted] said "they only okayed you to had the car a few days." That was not what we ([redacted]) were told, is that what they told you?" I said "no they told me to get a rental and they pay while it was being repaired." [redacted] replied "yeah that's what we thought." So I call [redacted] later that day, I was told [redacted] hadn't came in that day, and [redacted] had left early." So I called early Friday morning and [redacted] was in, but I was told by a secretary "he is busy with a customer can I take a message and have him get back to you?" I answered yes, it's [redacted] and I have to talk to you immediately about the billing of the rental." I still have t heard back from them.Desired Settlement: I would like for them to pay for the rental and the repairs like they said. I went thorough a lot of mental stress between phone calls and being told my car was fixed when it wasn't.

Business

Response:

Dear Revdex.com & [redacted]’s 2007 Mazda 6 with 136,000 miles arrived at [redacted] Motors on 8/**/14 for a no start condition also with the security light flashing. The security light indicated an immobilizer issue. We therefore tried to reprogram the existing key with no success; keys are a primary component of the immobilizer theft deterrent. Upon the customers approval we ordered and programmed a new key, programmed it and the vehicle started, operating normally. The vehicle left [redacted] Motors, operating normally on 8/**/14.Shortly thereafter the vehicle ended up at [redacted] Motors (112 miles from [redacted] Motors) with the security light flashing. [redacted] diagnosed a wiring issue. We spoke with the representative at [redacted] Motors and in an effort to stand behind our work, we swiftlyoffered to pay for the repair via credit card, for a total of $196.18, charged on 8/**/14. Our involvement in this transaction was complete. After 8/29/14, [redacted] Motors called [redacted] Motors and stated there were additional issues unrelated to the immobilizer. We communicated that [redacted] Motors would not be participating in any subsequent repair, this would be solely a transaction between [redacted] Motors and the customer. The subsequent failure was unrelated to our prior work.Our involvement in this transaction was completed on 8/**/14 upon payment in full to [redacted] Motors for their prescribed wiring repair.We do apologize for and appreciate the few days inconvenience this created for [redacted]. We are happy to clarify any of these items at any time.Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The issue with my car was the computer. So the codes being shown may not have been an issue at all, meaning all those repairs made by both [redacted] and [redacted] motors could have been pointless. But still the main subject is the rental. [redacted] told me the repairs and rental would be paid because clearly they didn't fix my car, and that they ([redacted] motors) wanted me to have a car while mine was worked on. When I returned to the [redacted] area September [redacted] (which again [redacted] okayed me to have te car out of town during that time) I found out that my car still wasn't fixed. By the time I found [redacted] had already left for the day at [redacted] motors. So I called the next day and was told "he's busy with a customer right now he'll contact you when he's finished." That went on for a few days, I was either told he was busy, left for the day, or had the day off/didn't come in to work. I tried my hardest to get an answer. The closest I got was [redacted] told me that [redacted] was no longer paying for the repairs. So I immediately run over to [redacted] and ask them if [redacted] motors had told them the same thing. The representative there ([redacted]) told me no [redacted] never contacted him saying they would no longer pay for the rental. So [redacted] and I were both never told an exact date to have the car back, not were neither of us told to have the car back by "X" date. I also asked [redacted] a few times to reinsure that [redacted] was still paying the bill. I was told that the bill was still to go to [redacted]. As I mentioned earlier I tried for weeks to try and get a hold of [redacted] or anyone in charge but I was never reached back too. This has been going on since the end of August, I've been real professional about this situation, being as pacient as I can. I have not done any bashing on social media, run to the tabloids, ect. After nearly 5 months I would just like to have this all behind me and receive some customer service as I was told I would receive. Thank you, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted]Based on your recent correspondence I have completed some additional research. I did speak with the [redacted] at [redacted] Motors and our effort to make good on our original repair from 8/** concluded on 8/** with payment in full of said work. Furthermore, I did learn from [redacted] Motors that you completed subsequent recommended maintenance on one or two subsequent invoices. This even more so underscores the fact that our obligation was fulfilled on 8/** when payment was made.Sincerely, [redacted] Mazda

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The issue was never fixed. My car had the same issue numerous times, which means it was either not properly fixed or it was miss diagnosed. Either way your employer (austin) said that you (as a company) did not want me to go without a car. [redacted] knew when my car initially went into [redacted] for a second repair I had to go out of town and wouldn't be back until the Tuesday afterward. So from August [redacted] to September [redacted] he had okayed for me to have a rental. When I went to pick the car up it wouldn't start still, I tried to reach out to [redacted] motor, but as I mentioned people either "weren't in that day," "had left for the day," or were busy with a customer and will get back to me later." But I was never contacted back. Eventually [redacted] told me that you ([redacted]) contacted them saying you would not pay for any more repairs. I asked [redacted] if you mentioned the rental they said no, I quickly contacted [redacted] rentals and asked if they had heard from you. They told me no they hadn't been contacted, and since I was told by [redacted] that as a company you didn't want me without a car, I and [redacted] were under the impression that you were still paying for the bill. I've mentioned all of this already, and was hoping to receive better customer service than this, and am quite upset with how I've been treated.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,