Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Per our VW Manager, ***, the issue was resolved on November 14thWe issued a full refund of $to the complainant
Complaint: [redacted] I am rejecting this response because: I have not stated that I was satisfied with their resolution I have recently found another customer whom was defrauded in an almost identical manner by this companyI am still looking to recoup the funds I was defrauded by Dean Team due to their failing to disclose that the vehicle was a manufacture by back on the date of purchase Sincerely, [redacted]
On 3/17/Mr [redacted] brought his Subaru WRX in to us for complaints of water leaking on the passenger floorboard and that all gears make a grinding noise when shifting between 2,and 3,rpm's and releasing the gas pedalWe looked at the water lead and found the sunroof drains are clogged with debris so we cleaned them at a cost of $to do soWhen we test drove the vehicle it was apparent there was a transmission problem and the clutch was chattering when releasedWe called the customer and told him we would need to remove the transmission to further diagnose the concern and quoted him hours at a cost of $to remove the transmission and tear it down to find the internal problem and determine whether it is warranty or not, this was approved on 3/17/at 1:45pm by the customerWe removed the transmission and found first the clutch is aftermarket and is worn out and there is evidence of abuse by the hot spots and glazing of the clutch, pressure plate and flywheel, then after further tear down we also found all the gears in the transmission are either beveled or chipped which is normally only seen on cases of abuseAT this time we contacted Subaru to see if they would assist the customer in repairs as this is abuse not a failure from drivingWe sent multiple pictures to Subaru as well as the Subaru representative was here and visually inspected thisSubaru declined any assistance to this repair stating this was abuse and does not qualify for warranty assistance and that they had already denied warranty in the past on the clutch at a different dealer less than months agoAfter about a week we tried to make contact with the customer to find out what he wanted to do with his car and at that point we were unable to get any answers from him not only by phone nut also by text messagingThen on 4/5/at 4:50pm he showed up to the dealer to remove all of his belongings and the plates off the car stating that he was just going to abandon here, we stopped him from removing his belongings as he had a bill to pay with usThe next couple of days we tried again multiple times by text messaging to reach this customer and find out what he was doing with his car, when we finally got an answer from him his reply was contact Subaru we not own that vehicle any longer, we then asked for a bill of sale to the new owner or something in writing to prove the car was sold and again we never received an answerAfter a day we again tried to contact him by text as he was not answering any phone calls from the dealership and we advised him of out intent to pursue this issue in a legal fashion to get the bill paid and the car removedHe finally said he would pay the $to put the car back together which was not correctOn 4/7/after multiple text messages and really not a good response we moved forward by contacting his lien holder( [redacted] ) and let them know what we told about the vehicle being abandoned and the local authorities which is also required before having the car removed from our lot and taken to an impound yardI sent them a certified letter stating all of our intentions legally in regards to their vehicle and giving them days to respond to it in which case they contacted the Revdex.com on thisI have attached all documents including the text messages, repair order, proof of Subaru denying the last claim months ago at a different dealership, a copy of the letter that was sent to them and a couple of pictures showing the damaged partsI can also provide if needed a copy of the denial letter from Subaru on any warranty repairs to this vehicle at our shop and the reasoning why they declined itAt this time we would like the customer to come pay his bill of $and have the car removed from our lotWe have not charged the customer any storage fees but we will do so if this matter is not cleared up quickly
Tell us why here...This refund, unfortunately, was NOT processed and refunded in a timely manor and I do apologize for the inefficiency However, the Mechanical Failure Service Contract # [redacted] that Mr [redacted] requested [redacted] *** to cancel was processed and paid at 100% which was $not $as stated in the complaint I've attached copies of the bank contract, refund check and all three policies that were purchased at that timeIf Mr [redacted] would like to cancel ALL the policies he purchased we will promptly send the lender the appropriate refund dueHis reply to this response will suffice for the cancellation request Thank you, [redacted]
Revdex.com:After hearing from the General Manager, and discussing the entire situation with him, I presented the same acceptable outcomes to him as I did in the correspondence to the Revdex.com Not only did the GM accept my terms, he also went above and beyond, and offered me additional terms I accepted He then introduced me to the service professional that worked on my car, and he stayed in contact with me over the hours that the repairs were being made He was the kind of professional after the complaint that I wished I had encountered before the complaint He lived up to his word, and I am satisfied with the resolution in this matter Sincerely, [redacted]
On TuesSept26, customer came into the Volvo dealership and spoke with the General ManagerAt that time they came to an agreement and $was reimbursed to the customer for service he had paid for on his carIn addition the General Manager agreed to pay for putting new rear shocks on the vehicleThe customer was happy with the agreement reached and stated he would contact Revdex.com and remove his complaint
After multiple emails and phone contact with the complainant we have no other options available to resolve this issue The complainant did not purchase his vehicle from Dean Team and the complainant has also stated issue is not against Dean Team but the manufacturer We have submitted the information to the complainant to contact Subaru regarding the issue As far as the complainants issue with Subaru's offer, we cannot be involved with what the manufacturer is offering the complainantWe also can't be involved with where the complainant's figures on his loss of $come from This again would be something that would need to be taken up with the manufacturer At this time and point our hands are tiedDean Team can do nothing else The complainant will have to deal directly with Subaru
Dr [redacted] 's refund check has been cut and will be sent out UPS todayThe check should have been issued days ago and that was a clerical office oversightSix weeks is a standard estimation for refunds solely based on our monthly statement cycle received from our warranty companiesHer policies were cancelled Aug 2nd and showed up on our Sept statementShe absolutely should have had her refund in a more timely manor, I apologize for our error Copy of check and UPS tracking lable attached
We have been in contact with the customer and have reached a mutual agreementThe customer is satisfied with the outcome of his trade in and new purchase
Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Per our VW Manager, ***, the issue was resolved on November 14thWe issued a full refund of $to the complainant
Complaint: [redacted] I am rejecting this response because: I have not stated that I was satisfied with their resolution I have recently found another customer whom was defrauded in an almost identical manner by this companyI am still looking to recoup the funds I was defrauded by Dean Team due to their failing to disclose that the vehicle was a manufacture by back on the date of purchase Sincerely, [redacted]
On 3/17/Mr [redacted] brought his Subaru WRX in to us for complaints of water leaking on the passenger floorboard and that all gears make a grinding noise when shifting between 2,and 3,rpm's and releasing the gas pedalWe looked at the water lead and found the sunroof drains are clogged with debris so we cleaned them at a cost of $to do soWhen we test drove the vehicle it was apparent there was a transmission problem and the clutch was chattering when releasedWe called the customer and told him we would need to remove the transmission to further diagnose the concern and quoted him hours at a cost of $to remove the transmission and tear it down to find the internal problem and determine whether it is warranty or not, this was approved on 3/17/at 1:45pm by the customerWe removed the transmission and found first the clutch is aftermarket and is worn out and there is evidence of abuse by the hot spots and glazing of the clutch, pressure plate and flywheel, then after further tear down we also found all the gears in the transmission are either beveled or chipped which is normally only seen on cases of abuseAT this time we contacted Subaru to see if they would assist the customer in repairs as this is abuse not a failure from drivingWe sent multiple pictures to Subaru as well as the Subaru representative was here and visually inspected thisSubaru declined any assistance to this repair stating this was abuse and does not qualify for warranty assistance and that they had already denied warranty in the past on the clutch at a different dealer less than months agoAfter about a week we tried to make contact with the customer to find out what he wanted to do with his car and at that point we were unable to get any answers from him not only by phone nut also by text messagingThen on 4/5/at 4:50pm he showed up to the dealer to remove all of his belongings and the plates off the car stating that he was just going to abandon here, we stopped him from removing his belongings as he had a bill to pay with usThe next couple of days we tried again multiple times by text messaging to reach this customer and find out what he was doing with his car, when we finally got an answer from him his reply was contact Subaru we not own that vehicle any longer, we then asked for a bill of sale to the new owner or something in writing to prove the car was sold and again we never received an answerAfter a day we again tried to contact him by text as he was not answering any phone calls from the dealership and we advised him of out intent to pursue this issue in a legal fashion to get the bill paid and the car removedHe finally said he would pay the $to put the car back together which was not correctOn 4/7/after multiple text messages and really not a good response we moved forward by contacting his lien holder( [redacted] ) and let them know what we told about the vehicle being abandoned and the local authorities which is also required before having the car removed from our lot and taken to an impound yardI sent them a certified letter stating all of our intentions legally in regards to their vehicle and giving them days to respond to it in which case they contacted the Revdex.com on thisI have attached all documents including the text messages, repair order, proof of Subaru denying the last claim months ago at a different dealership, a copy of the letter that was sent to them and a couple of pictures showing the damaged partsI can also provide if needed a copy of the denial letter from Subaru on any warranty repairs to this vehicle at our shop and the reasoning why they declined itAt this time we would like the customer to come pay his bill of $and have the car removed from our lotWe have not charged the customer any storage fees but we will do so if this matter is not cleared up quickly
Tell us why here...This refund, unfortunately, was NOT processed and refunded in a timely manor and I do apologize for the inefficiency However, the Mechanical Failure Service Contract # [redacted] that Mr [redacted] requested [redacted] *** to cancel was processed and paid at 100% which was $not $as stated in the complaint I've attached copies of the bank contract, refund check and all three policies that were purchased at that timeIf Mr [redacted] would like to cancel ALL the policies he purchased we will promptly send the lender the appropriate refund dueHis reply to this response will suffice for the cancellation request Thank you, [redacted]
Revdex.com:After hearing from the General Manager, and discussing the entire situation with him, I presented the same acceptable outcomes to him as I did in the correspondence to the Revdex.com Not only did the GM accept my terms, he also went above and beyond, and offered me additional terms I accepted He then introduced me to the service professional that worked on my car, and he stayed in contact with me over the hours that the repairs were being made He was the kind of professional after the complaint that I wished I had encountered before the complaint He lived up to his word, and I am satisfied with the resolution in this matter Sincerely, [redacted]
On TuesSept26, customer came into the Volvo dealership and spoke with the General ManagerAt that time they came to an agreement and $was reimbursed to the customer for service he had paid for on his carIn addition the General Manager agreed to pay for putting new rear shocks on the vehicleThe customer was happy with the agreement reached and stated he would contact Revdex.com and remove his complaint
After multiple emails and phone contact with the complainant we have no other options available to resolve this issue The complainant did not purchase his vehicle from Dean Team and the complainant has also stated issue is not against Dean Team but the manufacturer We have submitted the information to the complainant to contact Subaru regarding the issue As far as the complainants issue with Subaru's offer, we cannot be involved with what the manufacturer is offering the complainantWe also can't be involved with where the complainant's figures on his loss of $come from This again would be something that would need to be taken up with the manufacturer At this time and point our hands are tiedDean Team can do nothing else The complainant will have to deal directly with Subaru
Dr [redacted] 's refund check has been cut and will be sent out UPS todayThe check should have been issued days ago and that was a clerical office oversightSix weeks is a standard estimation for refunds solely based on our monthly statement cycle received from our warranty companiesHer policies were cancelled Aug 2nd and showed up on our Sept statementShe absolutely should have had her refund in a more timely manor, I apologize for our error Copy of check and UPS tracking lable attached
We have been in contact with the customer and have reached a mutual agreementThe customer is satisfied with the outcome of his trade in and new purchase