Day Apollo Inc

I disagree with their resolutionThey did not provide adequate proof that the vehicle was not a demoIs there a record of when a new car is test driven? If so, I'd like to see itThey not provide proof that the vehicle had no prior service for the starter issueWhy did they not provide the service record showing it had no prior service? Thank you, *** ***

January 20, RE: *** ** ***, Complaint # *** Dear Ms*** This reply is in response to the complaint filed with your office by *** ** *** against Day Apollo Subaru in Moon Township, PAIt is true that Mr*** purchased a certified
pre-owned vehicle from us back in November, 2015. His salesperson was Carl N***. Before this vehicle was offered for retail sale, we performed a thorough multi-point mechanical inspection in our repair shop. Anything that would have needed repaired would have been authorized and completed before it was offered to anyone for purchaseWhen I pulled the repair order specific to his vehicle, I confirmed that we billed out 7-quarts of 5/synthetic oil during the certification process, as the motor requires quarts of oilTo be honest, this complaint somewhat caught us off-guard. I spoke to Mr*** about this concern and the only conversation he had with Mr*** after he took delivery of his vehicle was to give him the name of a body shop near *** Apparently, they wrecked the vehicle shortly after taking delivery and, other than the damage caused by the accident, he told Mr*** that they were very happy with the vehicleNonetheless, as a goodwill gesture towards Mr***, I have authorized our office to issue a check to him in the amount $to cover the costs of his out-of-pocket repairs; however, I cannot acknowledge that we “did not perform proper servicing to his vehicle” because our documented repair history will verify otherwise. I would hope that this explanation satisfactorily addresses all concerns. If this issue requires any further conversation, I can be reached throughout the day at ###-###-####Respectfully, Bill E*** General Manager Day Apollo Subaru University Boulevard Moon Township, PA

September 2, RE: *** ***, Complaint # *** Dear Ms*** This reply is in response to the complaint filed with your office by *** *** against Day Apollo in Moon Township, PAMs*** purchased a used Hyundai Santé Fe from us on
June 29, At the time of the sale, the cosmetic reconditioning was not completed to the vehicle, so we issued the attached “we-owe” which identified all of the cosmetic concerns that we would repair at a later date. She returned the vehicle to us the following week and we put her in a loaner car (at no charge to her) while we completed the repairs. During the repair process, we did make touand cosmetic repairs but Ms***’s husband kept rejecting themUltimately, to make him happy, we agreed to replace the entire lower part of the bumper with a new one from HyundaiWe also painted the hood and repaired all of the other blemishes that were identified by her husbandOn August 25th, Ms*** called me to express her concerns over the length of time we had the vehicle and the quality of the repairsI looked into the issue and by that time, all of the work had been completedMs*** sent her husband in again and I met with him in our Service Department to review the repairsHe was unhappy with the touthat was done to the rear bumper, stating that he could feel it with his fingernailI told him that I felt the repairs were acceptable and consistent with what we had promised on the original “we-owe” formWe also had the vehicle raised on a lift so he could inspect the new lower part of the bumper we had replaced, but he questioned “if” the bumper had actually ever been replaced! He was so critical of the vehicle in general, that I told him that maybe he should have considered a new vehicle rather than a used one because all used vehicles have minor flaws and imperfections due to wear and tearHe left and stated that he would get back to usLater that evening, Ms*** called me and accused us of discriminating against them because they spoke a foreign language (Spanish) She went on and on about how terrible we were and how long we had their vehicleAt this point I offered to buy back the vehicle and refund their moneyShe refused our offer and showthe next day with her husband to inspect the vehicleOnce again, they were not happy with the repairsI reiterated that I felt that the vehicle looked great and the repairs were more than acceptableAgain, I offered to buy back the vehicle but they boldly refused this remedyAt that point, Ms*** asked me give her an invoice for the repairs that were completedI told her that because these repairs were internal charges, I could not provide a copy on-the-spot and I asked her to submit her request in writingShe then called the *** Police because I would not give her an invoice for repairs that she did not pay forIronically, I just received her request for the invoice/recap of the work that was completed to her vehicle via certified mail(A copy is attached.) I’ve also attached a photo of the front of the vehicle for your reviewWe replaced the black lower part of the bumper and we also made more repairs to the vehicle than were originally identified on the “we-owe.” Contrary to her claims, I truly believe that we performed over and above on the repairs that were promised; however, our attention to the urgency and the time we took to finalize all of the repairs was excessive, solely because her husband’s inspections and rejections kept delaying our progressFor the record, Ms*** was in our loaner vehicle for 24-daysWe completed the repairs to her vehicle as we had promised. I would hope that this explanation satisfactorily addresses all concerns. If this issue requires any further conversation, I can be reached throughout the day at ###-###-####Respectfully, Bill E*** General Manager Day Apollo IncUniversity Boulevard Moon Township, PA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
Regards,
[redacted]

This reply is in response to the complaint filed with your office by [redacted] against Day Apollo VW-Subaru in [redacted] It is true that Mr. [redacted] purchased a 2007 [redacted] from [redacted], our sister store used car facility located just a few blocks down the...

street from Day Apollo.  It is also true that Mr. [redacted] experienced some unforeseen mechanical issues with his [redacted] that were quite extensive; however, after talking with Mr. [redacted] about these issues, we agreed to put him into a loaner car and make the necessary repairs to his vehicle.  Upon receiving this complaint, I contacted Mr. [redacted] to verify the timeliness of the criticism.  By his own admission, Mr. [redacted] acknowledged that he sent this complaint out of anger before we spoke and we confirmed our intent to repair his vehicle. He also suggested that he would retract his complaint and confirm his satisfaction with our actions. I would hope that this explanation satisfactorily addresses all concerns.  If this issue requires any further conversation, I can be reached throughout the day at ###-###-####. Respectfully, [redacted] General Manager Day Apollo VW-Subaru [redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will have my 2012 Honda [redacted] fixed elsewhere 
and bring the receipt to Day Apollo for the $440 reimbursement. 
Regards,
[redacted]

January 2, 2018Ms. [redacted]Revdex.com of Western PA400 Holiday Drive – Su. 220Pittsburgh, PA  15220     RE:  [redacted], Complaint # [redacted]Dear Ms. [redacted]:This reply is in response to the complaint filed with your office by [redacted] against Day Apollo in Moon...

Township, PA.It is true that Mr. [redacted] purchased a new VW Jetta from us in December, 2017.  It is also true that the Jetta had 52 miles on it at the time of purchase.  Please know, however, that in today’s climate, it is customary to deliver brand new vehicles with 50+ miles on the odometer to customers as a part of normal business.  Vehicles come off the truck from factory with mileage on them.  If you add a few additional miles for a mandatory pre-delivery inspection, a trip to the gas station for fuel, and a few test drives with interested customers, it’s quite normal to deliver a new vehicle to a customer with 50+ miles on its odometer.  Furthermore, this particular Jetta was not a “demo” and we had no knowledge that the vehicle had a bad starter. As soon as we knew about the starter problem, we processed the completion of the repairs with the upmost of speed and I am proud of the way in which our employees responded to remedy Mr. [redacted]’s concerns.  For his inconvenience, we also offered a $100 voucher to Mr. [redacted] that he could use at his discretion during any future service visit at Day Apollo Subaru.  But then we received his complaint from your office! To summarize our position, the repairs to his vehicle have been completed. His vehicle has been cleaned and is ready for pick-up. We regret that Mr. [redacted] feels so upset and is so angry over a simple starter replacement; however, based upon all issues involved, it is not realistic to expect us or any other dealership to exchange this Jetta for a new one.  I would hope that this explanation satisfactorily addresses all concerns.  If this issue requires any further conversation, I can be reached throughout the day at [redacted].Respectfully,Bill E[redacted]General ManagerDay Apollo Inc.[redacted]

July 7, 2015   Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive – Su. 220 Pittsburgh, PA  15220        RE:  [redacted], Complaint # [redacted]   Dear Ms. [redacted]   This reply is in response to the complaint filed with your office by [redacted]...

[redacted] against Day Apollo VW-Subaru (actually, Target Auto Center) in [redacted]. It is true that Ms. [redacted] purchased a 2012 Honda [redacted] from Target Auto Center, our sister store used car facility which used to be located just a few blocks down the street from Day Apollo.  At the time of the sale, the vehicle included a JM&A 3-month/3,000-mile limited powertrain warranty and Ms. [redacted] declined to purchase any of the warranty upgrades that were available to her. Before this vehicle was offered for retail sale, we performed a thorough multi-point mechanical inspection in our repair shop; however, the mechanic did not identify any problems with the A/C unit during the inspection and repair process.  Ms. [redacted] returned to us on June 11th (almost 5-months and 7,000-miles after the purchase date) with a concern that the A/C unit was inoperable. For the record, even if she had returned to us within the 3-month/3,000-mile timeframe, the A/C unit is not covered component within the parameters of the JM&A warranty. As a goodwill gesture to Ms. [redacted], we offered to pay half of the estimated $880 expense it requires to repair her A/C unit.  I believe that this offer is more than fair and I still stand by this decision.  If Ms. [redacted] wants to complete those repairs elsewhere, I will gladly reimburse her up to $440 of her total repair bill. I would simply ask her to bring a copy of the bill to me, personally, so that I can attach it to a check request.  I would hope that this explanation satisfactorily addresses all concerns.  If this issue requires any further conversation, I can be reached throughout the day at ###-###-####. Respectfully, [redacted] General Manager Day Apollo VW-Subaru [redacted]

I fully accept and appreciate this response, and find this matter resolved to my satisfaction. I also request that the complaint be removed and rescinded, as I filed it before speaking with Mr. [redacted] who has been gracious and accommodating. Thank you![redacted]

Review: On 6/29/16 my husband and I purchased a 2016 Hyundai Santa Fe from the Day Apollo Suburu Dealer. We were told that the car had never been in an accident and had a clean Carfax report. However, there was damage to the front and rear bumpers that had not been addressed before purchase. We were promised by the salesperson Jason in writing and in photos accompanying the contact that repairs would be made to these areas by July 4. It was promised in writing that the entire front bumper would be replaced. The appointment for the car was not granted until August 2nd from the dealer. On August 19th I spoke with Bruce in the service department who assured me that my car was ready for pickup. On August 20th my husband and I arranged to pick up the car. However, no work had been done on it. In fact, no one had seen the supposed list of repairs and floor mats that were part of the original paperwork of the deal. Bruce and my husband, with Jason marked the car with green tape. Jason supposedly took the list of repairs to Amanda who made the repairs. It has now been over a month 8/25 and the car is not adequately repaired. On 8/22 Pat H. the service manager promised the car would be ready on 8/24. We received no contact from the dealership. We reached out to Syd and Bill E. the managers 8/24 and 8/25. Bill told us the bumper had not been replaced and that the car was immaculate. We physically saw the car and the repairs were unsatisfactory. The paint is bubbled and separated from the hood of the car. He has refused to work on the car further, although we were told 2 weeks ago that a brand new bumper had been ordered. It was never put on the car. Bill has threatened to reverse the car deal rather than fix the car to our satisfaction as indicated in the deal that was made when we purchased the vehicle. We would have NEVER bought the car if the repairs were not going to be made. Furthermore, I cannot afford to pay 30.00 a day for the loaner car that they have given us while our car has sat idle in their recon shop for 1 month now. Nor can I afford to be without a vehicle or drive my car that they say is "ready" off the lot when the work has not been completed. A bumper is an important safety mechanism on a vehicle and should be adequately repaired as the contract indicated it would be. Bill has been deceptive in the business practices and has refused to complete the car repairs. He belittled us by saying that we should have bought a new car if we had wanted the car to be perfect. However, we have been deceived by his business and inferior workmanship on this vehicle.Desired Settlement: I want the dealership and Bill to uphold what the original contact and paperwork said regarding the repairs and replacement to the bumper. It is a fundamental safety mechanism and any accident to the vehicle should have been disclosed upon purchase.

The bumper should be appropriately replaced or restored with no paint bubbles and obvious scratches from poor workmanship. Otherwise, I expect reimbursement for the cost of these services at an outside facility or recon shop not affiliated with their dealership.

Business

Response:

September 2, 2016 RE: [redacted], Complaint # [redacted] Dear Ms. [redacted] This reply is in response to the complaint filed with your office by [redacted] against Day Apollo in Moon Township, PA. Ms. [redacted] purchased a used 2016 Hyundai Santé Fe from us on June 29, 2016. At the time of the sale, the cosmetic reconditioning was not completed to the vehicle, so we issued the attached “we-owe” which identified all of the cosmetic concerns that we would repair at a later date. She returned the vehicle to us the following week and we put her in a loaner car (at no charge to her) while we completed the repairs. During the repair process, we did make touch-up and cosmetic repairs but Ms. [redacted]’s husband kept rejecting them. Ultimately, to make him happy, we agreed to replace the entire lower part of the bumper with a new one from Hyundai. We also painted the hood and repaired all of the other blemishes that were identified by her husband. On August 25th, Ms. [redacted] called me to express her concerns over the length of time we had the vehicle and the quality of the repairs. I looked into the issue and by that time, all of the work had been completed. Ms. [redacted] sent her husband in again and I met with him in our Service Department to review the repairs. He was unhappy with the touch-up that was done to the rear bumper, stating that he could feel it with his fingernail. I told him that I felt the repairs were acceptable and consistent with what we had promised on the original “we-owe” form. We also had the vehicle raised on a lift so he could inspect the new lower part of the bumper we had replaced, but he questioned “if” the bumper had actually ever been replaced! He was so critical of the vehicle in general, that I told him that maybe he should have considered a new vehicle rather than a used one because all used vehicles have minor flaws and imperfections due to normal wear and tear. He left and stated that he would get back to us. Later that evening, Ms. [redacted] called me and accused us of discriminating against them because they spoke a foreign language (Spanish). She went on and on about how terrible we were and how long we had their vehicle. At this point I offered to buy back the vehicle and refund their money. She refused our offer and showed-up the next day with her husband to inspect the vehicle. Once again, they were not happy with the repairs. I reiterated that I felt that the vehicle looked great and the repairs were more than acceptable. Again, I offered to buy back the vehicle but they boldly refused this remedy. At that point, Ms. [redacted] asked me give her an invoice for the repairs that were completed. I told her that because these repairs were internal charges, I could not provide a copy on-the-spot and I asked her to submit her request in writing. She then called the [redacted] Police because I would not give her an invoice for repairs that she did not pay for. Ironically, I just received her request for the invoice/recap of the work that was completed to her vehicle via certified mail. (A copy is attached.) I’ve also attached a photo of the front of the vehicle for your review. We replaced the black lower part of the bumper and we also made more repairs to the vehicle than were originally identified on the “we-owe.” Contrary to her claims, I truly believe that we performed over and above on the repairs that were promised; however, our attention to the urgency and the time we took to finalize all of the repairs was excessive, solely because her husband’s inspections and rejections kept delaying our progress. For the record, Ms. [redacted] was in our loaner vehicle for 24-days. We completed the repairs to her vehicle as we had promised. I would hope that this explanation satisfactorily addresses all concerns. If this issue requires any further conversation, I can be reached throughout the day at ###-###-####. Respectfully, Bill E[redacted] General Manager Day Apollo Inc. 5450 University Boulevard Moon Township, PA 15108

My name is [redacted] and had a great experience with the Staff at Day Apollo, I'm a first time buyer and they made it super comfortable and easy for me, they were all Great! All of the staff there were nice a very professional even the guys that work the online desk. I'll refer anyone to these guys, they'll be in good hands.

Review: I have a 2014 Honda [redacted] that I bought used on January 13, 2015 with a 90 day/3000 mile warranty. When I purchased the vehicle it was 10* outside and I never thought to check the A/C, but the first time I tried to use it, it did not work at all. I immediately contacted the sales associate and left a message and she returned my call in 2 days. She then turned the issue over to the service department, which took another 5 days to hear from. I finally got a service appointment on May 11th and at this point the warranty was up. When I arrived at the dealership I spoke with girl who handles the service calls and told her it looks the the A/C compressor was missing the A/C Clutch. After a mechanic looked at the vehicle I was told (not by the mechanic but by the girl who set up the appointment) that nothing was missing and the compressor is bad. But, they could not commit to fixing anything because the General Manager just left for a Business Trip to Hawaii on the same day I was there. So now we are at another 10 days before I hear anything back. When I finally get an answer they tell me they will pay half of a $1000 repair bill. So at this time we would like a call from the General Manager to discuss this further and that was 2 weeks ago and still have not had a return phone call. I feel that we have been lied to and put on a wild goose chase. I don't think that I would want my car being repaired by a dealership that handles matters in this way.Desired Settlement: I would like to take my vehicle to a Honda Certified dealership to be repaired properly and have Day Apollo Volkswagen (Target Auto Sales) to pay for the repair, up to the $1000 they quoted me.

Business

Response:

July 7, 2015 Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive – Su. 220 Pittsburgh, PA 15220 RE: [redacted], Complaint # [redacted] Dear Ms. [redacted] This reply is in response to the complaint filed with your office by [redacted] against Day Apollo VW-Subaru (actually, Target Auto Center) in [redacted]. It is true that Ms. [redacted] purchased a 2012 Honda [redacted] from Target Auto Center, our sister store used car facility which used to be located just a few blocks down the street from Day Apollo. At the time of the sale, the vehicle included a JM&A 3-month/3,000-mile limited powertrain warranty and Ms. [redacted] declined to purchase any of the warranty upgrades that were available to her. Before this vehicle was offered for retail sale, we performed a thorough multi-point mechanical inspection in our repair shop; however, the mechanic did not identify any problems with the A/C unit during the inspection and repair process. Ms. [redacted] returned to us on June 11th (almost 5-months and 7,000-miles after the purchase date) with a concern that the A/C unit was inoperable. For the record, even if she had returned to us within the 3-month/3,000-mile timeframe, the A/C unit is not covered component within the parameters of the JM&A warranty. As a goodwill gesture to Ms. [redacted], we offered to pay half of the estimated $880 expense it requires to repair her A/C unit. I believe that this offer is more than fair and I still stand by this decision. If Ms. [redacted] wants to complete those repairs elsewhere, I will gladly reimburse her up to $440 of her total repair bill. I would simply ask her to bring a copy of the bill to me, personally, so that I can attach it to a check request. I would hope that this explanation satisfactorily addresses all concerns. If this issue requires any further conversation, I can be reached throughout the day at ###-###-####. Respectfully, [redacted] General Manager Day Apollo VW-Subaru [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will have my 2012 Honda [redacted] fixed elsewhere

and bring the receipt to Day Apollo for the $440 reimbursement.

Regards,

Review: I purchased a 2007 [redacted] from [redacted] (part of Day Apollo) in [redacted], on 2/21/15. I was repeatedly told it was in excellent condition, and had gone through a 112-point inspection by a certified technician. When I asked why the vehicle had not been sold for over three months, and why it was priced almost $2,000 under KBB retail suggested value, they would not give me a straight answer. I should have seen the warning signs. The vehicle also came with a limited 4 month, 4,000 mile warranty that covered dozens of systems, parts, and components.

Exactly 17 days after I purchased the van, it very suddenly broke down and suffered rapid oil loss, which was caused by a ruptured oil line. The engine seized within minutes of the oil loss, and is now broken and unrepairable.

I had the van towed back to the dealership, where they (very slowly) had it looked at by an adjustor from the warranty company. They claimed that the part was not covered under the warranty, and that it was "user error" that caused the oil loss and subsequent engine failure.

However, upon further research, I have discovered that the part in question (oil cooling hose) is notorious for rupturing. In fact, Toyota put out a service bulletin that advised this part be repaired upon request. This proves that it was not user error that caused the part to rupture. Rather, it was a defective part that failed 17 days after I drove it off the lot. [redacted] has refused to make this right. As I type this, it is sitting in their shop with a broken engine. My family's only form of transportation, they refuse to even work with me on getting a new engine. Instead, they have only offered token "solutions" such as financing a new vehicle at full cost.

I believe it is [redacted]'s responsibility to correct this issue. They knew about the defect, or at the very least should have been knowledgeable enough to make sure the part in question was solid and not defective. The vehicle was msold well under KBB value for this exact reason. They knew about the ruptured oil line, and sold it to be anyway.Desired Settlement: I believe that there are two acceptable resolutions to this problem:

1. [redacted] should issue me a full refund (minus dealer and registrations fees) for the van. Reverse the sale, which never should have happened in the first place due to a faulty part.

2. Replace the broken engine with a refurbished or new engine. at no cost to me.

Business

Response:

This reply is in response to the complaint filed with your office by [redacted] against Day Apollo VW-Subaru in [redacted] It is true that Mr. [redacted] purchased a 2007 [redacted] from [redacted], our sister store used car facility located just a few blocks down the street from Day Apollo. It is also true that Mr. [redacted] experienced some unforeseen mechanical issues with his [redacted] that were quite extensive; however, after talking with Mr. [redacted] about these issues, we agreed to put him into a loaner car and make the necessary repairs to his vehicle. Upon receiving this complaint, I contacted Mr. [redacted] to verify the timeliness of the criticism. By his own admission, Mr. [redacted] acknowledged that he sent this complaint out of anger before we spoke and we confirmed our intent to repair his vehicle. He also suggested that he would retract his complaint and confirm his satisfaction with our actions. I would hope that this explanation satisfactorily addresses all concerns. If this issue requires any further conversation, I can be reached throughout the day at ###-###-####. Respectfully, [redacted] General Manager Day Apollo VW-Subaru [redacted]

Consumer

Response:

I fully accept and appreciate this response, and find this matter resolved to my satisfaction. I also request that the complaint be removed and rescinded, as I filed it before speaking with Mr. [redacted] who has been gracious and accommodating. Thank you![redacted]

Review: We purchased a certified pre owned which include a 112 point check list. When we got the car home, we found it was leaking oil heavily from the oil filter housing cap. We called Day Apollo who offered for us to bring it in to be checked. since we lived 35 miles from the dealership and the oil was spewing out heavily, needing immediate attention, I looked into it myself. I discovered the O ring was causing the oil leak. The dealer had completed an oil change with the servicing and should have noticed this. Because the loss of oil was not showing on the electronic dip stick, I suspected overfill of oil. upon further investigation I found the dealer had overfilled it by 2.5 quarts and did not use the recommended oil for our vehicle. BMW states specifically to not overfill the engine oil, and only use BMW oil. When I spoke with the general manager of the dealership about this he did not acknowledge any responsibility or offer to reimburse me for the parts and oil I purchased to fix the oil leak. The error of the dealership in servicing the vehicle could have caused engine damage. I also checked the Air Filter and it was the original filter that came with vehicle from 2012.Desired Settlement: We want the dealership to acknowledge they did not perform proper servicing to our vehicle which could cause problems with the engine . We would like the dealership to reimburse us for the cost of the oil and filters that we replaced. $122.15

Business

Response:

January 20, 2016 RE: [redacted], Complaint # [redacted] Dear Ms. [redacted] This reply is in response to the complaint filed with your office by [redacted] against Day Apollo Subaru in Moon Township, PA. It is true that Mr. [redacted] purchased a certified pre-owned vehicle from us back in November, 2015. His salesperson was Carl N[redacted]. Before this vehicle was offered for retail sale, we performed a thorough multi-point mechanical inspection in our repair shop. Anything that would have needed repaired would have been authorized and completed before it was offered to anyone for purchase. When I pulled the repair order specific to his vehicle, I confirmed that we billed out 7-quarts of 5/30 synthetic oil during the certification process, as the 2.8 motor requires 6.9 quarts of oil. To be honest, this complaint somewhat caught us off-guard. I spoke to Mr. [redacted] about this concern and the only conversation he had with Mr. [redacted] after he took delivery of his vehicle was to give him the name of a body shop near [redacted] Apparently, they wrecked the vehicle shortly after taking delivery and, other than the damage caused by the accident, he told Mr. [redacted] that they were very happy with the vehicle. Nonetheless, as a goodwill gesture towards Mr. [redacted], I have authorized our office to issue a check to him in the amount $122.15 to cover the costs of his out-of-pocket repairs; however, I cannot acknowledge that we “did not perform proper servicing to his vehicle” because our documented repair history will verify otherwise. . I would hope that this explanation satisfactorily addresses all concerns. If this issue requires any further conversation, I can be reached throughout the day at ###-###-####. Respectfully, Bill E[redacted] General Manager Day Apollo Subaru 5450 University Boulevard Moon Township, PA 15108

Review: Dealership doing special warranty work on my car provided me a LOANER as a promise vehicle return was not ready when I came into town, 500 miles away to retrieve it. I was given a brand new VW beetle, which I did not want but took, as signed a LOANER agreement. Over 3 months later when they were still working on my car, the bettle's temp tag and registration sticker expired making the car undrivable even though I needed it for work. I emailed several times asking them to send the tag and sticker and my requests were completely ignored. They instead told me they wanted to come get the car. I told them I did not want anyone driving my car 500 miles when complete to swap. This went back and forth for several more months until I left the country, moved the care from secured parking (to keep it off the road with expired tags and sticker to avoiding ticketing, booting, and towing) to the street (parked illegally but I had no choice) and certified mail registered receipt sent their keys back and told them to pick up the car before impoundment. I later found out, when I supposedly the car was hit while parked, rendering it undriveable, and that it caused them all kinds of downstream issues, towing, inconvenience, expense. When I returned from the country 3-4 months later, I went to pick up my car and was provided a non-itemized invoice with no detail for over $3,000, no explanation nothing other than for the LOANER which they are now calling a rental. I requested itemized detail on 1 occasion in person, and was refused, on 3 more occasions to the GM via email, and then again a few months later to a Service Manager for a total of 5 times. To date, I have not heard a single word but instead have received 3 or 4 more bills where the amount doubles from the original several times over. They continue to hold my car for ransom. It is behind lock and key with a supposed dead battery where I cannot retrieve it.Desired Settlement: Stop with the ridiculous billing, allow me to get my car back at no charge since this was warranty work and take up the issue with warranty who they say would not pay for the LOANER, and at the very least, provide me with reasonable, suitable, and ample detail for what they are trying to charge me.

Business

Response:

This reply is in response to the complaint filed with your office by [redacted] against Day Apollo VW-Subaru in Moon Township, PA. I’ve read the entire complaint filed by Ms. [redacted] against Day Apollo and I have first-hand knowledge about this incident as I’ve tried, without success, to reach an amicable solution to settle this disputed balance that Ms. [redacted] still owes Day Apollo.

To summarize, Ms. [redacted] purchased this vehicle in Florida. Unfortunately, this vehicle had water damage, and she first took it to [redacted] for repairs. After not being satisfied with their service, she then brought her vehicle to Day Apollo and, with her authorization and with the guidance of VW of America, we completely gutted the interior of her vehicle. Parts and labor alone totaled almost $7000, plus she accumulated another $6,000 in rental charges.

After the repairs were completed, Ms. [redacted] stated that she was not satisfied with the repairs we completed and she refused to pick-up her vehicle. VW of America ultimately agreed to reimburse Day Apollo a total of $10,000 of the $13,000 we had amassed in expenses. The remaining $3,000 that still sits on our receivables schedule is a valid expense for the other half of her rental fees.

Ms. [redacted] took our rental car to New Jersey and refused to return it for months. After we finally retrieved our vehicle, we had to have it towed to a VW dealership in New Jersey because the vehicle was damaged and could not be driven (photo attached.) On two separate occasions, we sent a team of men to retrieve the vehicle and both times she blew us off.

[redacted] with VW of America has a full case history with Ms. [redacted] that would fully substantiate this summary. I do understand that Ms. [redacted] works for [redacted] and her work forces her to travel in and out of the country quite frequently; however, Day Apollo is entitled to collect the outstanding $3,000 balance for the rental expense that she has amassed. In fact, my hope is that this response will help to bring a closure to this unfortunate circumstance; however, we are fully prepared to proceed with the process of claiming the vehicle as abandoned if Ms. [redacted] does not satisfy this outstanding balance by the end of October. She should know that her vehicle is still secure in a storage lot within close proximity to Day Apollo.

I would hope that this explanation satisfactorily addresses all concerns. If this issue requires any further conversation, I can be reached throughout the day at ###-###-####.

Respectfully,

General Manager

Day Apollo VW-Subaru

5450 University Boulevard

Moon Township, PA 15108

Consumer

Response:

sorry, I am not able to accept the response of the dealership because it is not the requested documentation. I don't need any documentation about the yellow beetle loaner because that's not what I was told by the GM and the service desk rep I was being charged for (unless they are changing their story)

several months ago the GM conveyed to me, in his office, face to face, with a 3rd party present and privy to the dialogue that the following documentation was not readily available but would be compiled and provided. he vented his irritations and frustrations to me me very freely and openly that he was out "thousands and thousands of dollars" and that he had "taken a loss" because he was "still waiting to be paid" had not been adequately reimbursed by warranty and was not satisfied that he had received the total from warranty that he said was due. he called this issue a "huge headache and nothing but a complete hassle since day one." to be honest, I had no idea he was even involved in the specific day to day goings on with the repair to my car. nonetheless, as a result of my inability to understand exactly what and why what the dealership is charging me for, this is the information I seek an:

1. ITEMIZED invoice for over $3000 billing amount indicating what, why and how charges for said bill were assessed

he said this documentation was not readily available and would have to be compiled before it could be presented. I never heard another word from him, despite 3 more emails to him, and 1 to I also email a once I am able to review the above I will likely need an

2. ITEMIZED indication of all repairs made to my white 08 Eos

3. ITEMIZED indication for charges approved by VW warranty

4. ITEMIZED indication for charges (labor, parts, misc, etc,) incurred AND submitted by the dealership to VW warranty for requested reimbursement

5. ITEMIZED indication for charges paid by VW warranty to the dealership

6. ITEMIZED indication for any remaining balance bill which would SUPPORT their claim of payment owed (by me) and due (to them)

anything less than this will not be acceptable for substantiation of over $3000 charges. as I was understand I am invoiced for charges the dealership could not recover from warranty (i.e., was not authorized to provide but did so anyway) for my car and the loaner they gave me because my promised car was not ready for pick up and are now trying to pass that onto me in the form of a generic unsubstantiated $3000+ bill.

this documentation should be and should have been relatively readily accessible as I understand this is the general process for any typical or atypical warranty related repairs. what needs to be fixed, what's authorized under or by warranty to be fixed, what's not authorized under or by warranty to be fixed, what is charged to by the dealership, what is paid to the dealership, and thus anything "leftover" aka balance billed over to the client. I am and always have been willing to work with the dealership to understand their concerns and related charges, but have not been successful at making any progress despite attempts.

at this time, I do not need any documentation about supposed damage or supposed subsequent repairs to the yellow beetle as I was never told that is the nature of the over $3k invoice

Business

Response:

This reply is in response to the additional matter filed with your office by [redacted] against Day Apollo VW-Subaru in Moon Township, PA.

To be clear, the balance of the service bill that we are asking Ms. [redacted] to pay has

nothing to do with the warranty dollars that VW of America reimbursed Day Apollo for

completing the repairs to her vehicle. In fact, the financial details of that reimbursement

are a confidential matter between Day Apollo and VW.

The $3000 bill that is currently outstanding represents a discounted rental bill that

Ms. [redacted] originally agreed to pay Day Apollo for renting a vehicle while her car was

being repaired. The total rental bill was originally $6678 and VW agreed to pay half of

that total as a courtesy goodwill adjustment for Ms. [redacted]. A copy of the repair order

which details this amount is attached for your records. I was assured by our Service

Manager at that time, [redacted], that this same copy was mailed to Ms. [redacted] for her

records. We’re only asking for Ms. [redacted] to reimburse us for the rental that she

requested – nothing more!

Hopefully this additional data sufficiently addresses Ms. [redacted] concerns about the details specific to her $3000 outstanding balance. If this matter still requires any further conversation, I can be reached throughout the day at ###-###-####.

Consumer

Response:

Mr [redacted] has claimed I am/was in receipt of the attached is mistaken. What I do

have is at least 6 generic invoices, at least 1 with an amount that appears to be doubled the initial ~~3K amountt--that looks nothing like the attached

. I have never seen it to date. Nevertheless I do not consider it a sufficient and proof of onus and

valid

charges or itemization.

NO person in their right mind would even considering paying a bill with no itemization, details, line items, dates, contracts, and the like. I have tried to have this dialogue face to face in March with the dealership Service Director/Manager (I don't know who that is because over time, there have been numerous personnel changes in my service contacts) when I came in, I was told he was not available. So I then asked to speak to someone in charge and was directed to the General Manager Mr [redacted], who knew of the situation but told me he did not have the details and would forward them and never did--until now, though sparingly. This is the most detail I have received to date and is still not sufficient to support the charges.

Furthermore, the following is a false claim. "Ms. [redacted] originally agreed to pay Day Apollo for renting a vehicle while her car was being repaired."

At no time was I renting a car from the dealership, nor thought I was renting a car from the dealership, and would never have agreed to pay to drive a loaner car from the gate--especially in light of paying for plane ticket to come retrieve my supposedly (but not) ready (or fixed) car. I was provided a courtesy loaner because when I was told my car was finished and ready, I flew into town to specifically to retrieve it, but when I got there to drive it to my project/job based temporary home, I was told that I had received misinformation and that not only was it not ready but that it would not be ready anytime in the near future. The dealership gave me a courtesy loaner, then had my car in for service for the next three months.

I can assure you that I never agree to pay for a loaner, much less 3+ months of a loaner, much less anything potentially above and beyond 3+ months. Furthermore, who in their right mind would keep a car they were knowingly paying for that was not driveable due to expired plates and tags from August 2012. That doesn't make ANY sense.

It is my contention, in part, the dealership courtesy loaned me a car for the inconvenience they caused, and since it took them 3+ months to properly service my vehicle, perhaps not realizing it would take that long (note they never asked me to bring the loaner back while my car was in service) then discovered that warranty was not (ever) going to cover loaner reimbursement charges and re-assessed the charge-back from warranty to me, the customer because warranty refused to pay for something they didn't get authorized.

I am now asking that in addition to the proper and non confidential documentation regarding the charges and reimbursements between the dealership and warranty requested in the previous email, the dealership to also provide a signed contract between us outlining and detailing pre-established daily/monthly charges for said "rental" wherein I "agreed" to pay and in what amount--in the same fashion a typical rental contract would indicate line item daily/monthly charges, refuel costs, declination of coverage, etc and the like.

Regards,