Mr [redacted] brought his Audi Ato Hannah VW for an oil and filter change on 12/22/ During the service, we found several items in need of repair on the 271,mile Audi These included a coolant leak, an oil leak, a torn left inner cv boot, torn left and right rear inner cv boots, inoperative automatic headlight control indicator and a missing undercarriage splash shield Mr [redacted] declined all repair recommendations After the oil and filter change was completed, our service porter was driving the vehicle up to the service drive for customer delivery and scratched the right front fender and bumper area on another vehicle We apologized to Mr [redacted] for the damage we had caused to his vehicle and agreed to repair it We called our collision center on Auto Mall Drive to find that the next available appointment was approximately weeks out; our Xpress Service Advisor told him we could send it to our other location to have it done sooner We agreed to contact our location in Longview and call Mr [redacted] the next day to confirm an appointment date and that we would provide him a rental car for the days his car would be in for the paint repair Our Service Advisor called Mr [redacted] the following day to set up an appointment for Mr [redacted] to drop off the vehicle on 12/26/to be repaired He dropped off the Audi, picked up the rental and the vehicle was taken to our Longview, WA location for repair as mentioned to Mr [redacted] on 12/22/to expedite the repair During the repair, the Hannah Collision Center repaired the damage on the right front fender and bumper that we caused, as well as, taking out a dent on the passenger side of the vehicle, that we did not cause, as a customer service goodwill gesture Mr [redacted] picked up his vehicle and returned a day later to indicate the car had scratches over the exterior that were not there before the paint repair was done We contacted our collision center to inspect the vehicle and Mr [redacted] agreed to bring the vehicle back the next day to meet with the Collision Center Director He returned with the vehicle the next day and our Collision Center Director found the vehicle had scratches in several areas that in his experience suspected to have been caused by someone attempting to buff the paint with improper materials that are not intended to be used on paint, which did not occur during the paint repair the days prior He advised Mr [redacted] of this, however, he offered to buff the vehicle to improve the areas and advised it would look about 70% better as a goodwill gesture Mr [redacted] agreed to call or return with the vehicle during the week of January 9, to have this done To date, we have not heard from Mr*** If Mr [redacted] would like to bring the vehicle back to have the buffing completed, we can schedule an appointment for this at his earliest convenience
RE: [redacted] Complaint ID [redacted] To Whom It May Concern: We have contacted our rep for Nokian tires and he has agreed to reimburse $420.00, the cost the customers paid for tiresWe have informed Mr [redacted] he will be receiving a reimbursement check and feel is very pleased with the resolution We are truly sorry for Mr [redacted] experience and apologized for the difficulty he has had with his tire replacement Sincerely, Robert S [redacted] General Manager Dick Hannah Hyundai of Portland Volkswagen of Portland Volkswagen of Vancouver W 360-314- C [redacted]
RE: File # [redacted] , [redacted] To Whom It May Concern: Mr. [redacted] called our dealership from California on 12/27 and again on 12/29 apparently after having test driven and received a price on a specific 2017 VW Tiguan Limited there. Mr. [redacted] asked if we would price match the... California dealer on this specific vehicle. After we agreed on pricing, Mr. [redacted] visited the dealership on 12/31 and purchased the exact car that he selected. During his inquiry and transaction, he did not advise us of his requirement that the vehicle be equipped with cruise control. Again, this is the vehicle that he specifically selected and we accommodated his request. We regret that Mr. [redacted] is frustrated about not having cruise control and that he felt his requests for clarification from us were not responsive. We attempted to get pricing for him so he could install aftermarket cruise control at his own expense, but unfortunately it is not available at this time. Regards, Robert S [redacted] General Manager Dick Hannah’s VW of Portland
I looked into Mr*** concerns about his visit to Hannah VW with his Jetta. After reviewing the file, I found the estimate price was excessive to replace the turbo boost actuator on his vehicle. The employee that provided the estimate did not reference a labor guide, but guessed
at what he thought the labor time would be to perform this repair. He was disciplined for not consulting a labor guide to provide a fair estimate to the customer and was given time off without pay from his position. I contacted Mr*** regarding his concerns about the estimate to repair his Jetta and explained what I had found. On the final inspection for Mr*** car, it listed several items the vehicle is in need of. I offered to replace tires, perform an alignment and a brake fluid flush on the vehicle as a goodwill gesture to express our apologies for his unsatisfactory visit to our store. He accepted my offer and came in for an appointment on 11/13/15. We took care of the services mentioned above on the vehicle and he expressed the he appreciated the service
At the time of negotiations our records indicate that Ms*** ag*** to purchase Gap insurance and a Service contractWe have made several attempts to contact Ms*** to process her cancelations, with no availMs*** will need to call Khalila at*** ** coordinate the process of
cancelation
To Whom It May Concern:
I have contacted *** *** and apologized for the dealership’s poor communication and not providing a spare key as promisedWe expect more of ourselves and our level of service than what was displayed to the ***. The *** dropped off their vehicle
Wednesday December 16th for key programing I asked Mr*** to contact me directly if there are any problems in the future.
Thank you,
Joe C***
General Sales Manager
Dick Hannah Volkswagen
360-314-
Complaint: ***I am rejecting this response because: In VW's response they admit that they knew my car had issues such as a leak in the radiator and an oil leakYet they still decide to drive it all the way to Longview without my permissionI received one phone call from my service adviser Dylan B*** regarding the where, how, and when of my carDylan stated that my car would be taken to the repair shop right across the VW dealership on Van Mall Dr and that I would receive a rental car until my car was done being repairedNot once did Dylan or anyone else mention that my car would be driven to the repair shop in LongviewAgain the scratches that I pointed out is the reason that I made this complaintVW also stated that the scratches that look like they were caused by a buffer which the repair shop ownsI would also like to state that when I first confronted a manager of the service department at VW about why my car had over miles put on it they said it doesn't matter because my car already had a lot of miles, then waved me offTerrible customer service.Sincerely,*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Sincerely, [redacted]
RE: File # [redacted], [redacted] To Whom It May Concern: Mr. [redacted] called our dealership from California on 12/27 and again on 12/29 apparently after having test driven and received a price on a specific 2017 VW Tiguan Limited there. Mr. [redacted] asked if we would price match the...
California dealer on this specific vehicle. After we agreed on pricing, Mr. [redacted] visited the dealership on 12/31 and purchased the exact car that he selected. During his inquiry and transaction, he did not advise us of his requirement that the vehicle be equipped with cruise control. Again, this is the vehicle that he specifically selected and we accommodated his request. We regret that Mr. [redacted] is frustrated about not having cruise control and that he felt his requests for clarification from us were not responsive. We attempted to get pricing for him so he could install aftermarket cruise control at his own expense, but unfortunately it is not available at this time. Regards, Robert S[redacted] General Manager Dick Hannah’s VW of Portland
We have contacted our rep for Nokian tires and he has agreed to reimburse $420.00, the cost the customers paid for tires. We have informed Mr. [redacted] he will be receiving a reimbursement...
check and feel is very pleased with the resolution.
We are truly sorry for Mr. [redacted] experience and apologized for the difficulty he has had with his tire replacement.
Sincerely,
Robert S[redacted]
General Manager Dick Hannah
Hyundai of Portland
Volkswagen of Portland
Volkswagen of Vancouver
W 360-314-0435
C [redacted]
Mr. [redacted] brought his 2004 Audi A4 to Hannah VW for an oil and filter change on 12/22/16. During the service, we found several items in need of repair on the 271,798 mile Audi. These included a coolant leak, an oil leak, a torn left inner cv boot, torn left and right rear inner cv...
boots, inoperative automatic headlight control indicator and a missing undercarriage splash shield. Mr. [redacted] declined all repair recommendations. After the oil and filter change was completed, our service porter was driving the vehicle up to the service drive for customer delivery and scratched the right front fender and bumper area on another vehicle. We apologized to Mr. [redacted] for the damage we had caused to his vehicle and agreed to repair it. We called our collision center on Auto Mall Drive to find that the next available appointment was approximately 4 weeks out; our Xpress Service Advisor told him we could send it to our other location to have it done sooner. We agreed to contact our location in Longview and call Mr. [redacted] the next day to confirm an appointment date and that we would provide him a rental car for the days his car would be in for the paint repair. Our Service Advisor called Mr. [redacted] the following day to set up an appointment for Mr. [redacted] to drop off the vehicle on 12/26/16 to be repaired. He dropped off the Audi, picked up the rental and the vehicle was taken to our Longview, WA location for repair as mentioned to Mr. [redacted] on 12/22/16 to expedite the repair. During the repair, the Hannah Collision Center repaired the damage on the right front fender and bumper that we caused, as well as, taking out a dent on the passenger side of the vehicle, that we did not cause, as a customer service goodwill gesture. Mr. [redacted] picked up his vehicle and returned a day later to indicate the car had scratches over the exterior that were not there before the paint repair was done. We contacted our collision center to inspect the vehicle and Mr. [redacted] agreed to bring the vehicle back the next day to meet with the Collision Center Director. He returned with the vehicle the next day and our Collision Center Director found the vehicle had scratches in several areas that in his experience suspected to have been caused by someone attempting to buff the paint with improper materials that are not intended to be used on paint, which did not occur during the paint repair the days prior. He advised Mr. [redacted] of this, however, he offered to buff the vehicle to improve the areas and advised it would look about 70% better as a goodwill gesture. Mr. [redacted] agreed to call or return with the vehicle during the week of January 9, 2016 to have this done. To date, we have not heard from Mr. [redacted]. If Mr. [redacted] would like to bring the vehicle back to have the buffing completed, we can schedule an appointment for this at his earliest convenience.
Mr [redacted] brought his Audi Ato Hannah VW for an oil and filter change on 12/22/ During the service, we found several items in need of repair on the 271,mile Audi These included a coolant leak, an oil leak, a torn left inner cv boot, torn left and right rear inner cv boots, inoperative automatic headlight control indicator and a missing undercarriage splash shield Mr [redacted] declined all repair recommendations After the oil and filter change was completed, our service porter was driving the vehicle up to the service drive for customer delivery and scratched the right front fender and bumper area on another vehicle We apologized to Mr [redacted] for the damage we had caused to his vehicle and agreed to repair it We called our collision center on Auto Mall Drive to find that the next available appointment was approximately weeks out; our Xpress Service Advisor told him we could send it to our other location to have it done sooner We agreed to contact our location in Longview and call Mr [redacted] the next day to confirm an appointment date and that we would provide him a rental car for the days his car would be in for the paint repair Our Service Advisor called Mr [redacted] the following day to set up an appointment for Mr [redacted] to drop off the vehicle on 12/26/to be repaired He dropped off the Audi, picked up the rental and the vehicle was taken to our Longview, WA location for repair as mentioned to Mr [redacted] on 12/22/to expedite the repair During the repair, the Hannah Collision Center repaired the damage on the right front fender and bumper that we caused, as well as, taking out a dent on the passenger side of the vehicle, that we did not cause, as a customer service goodwill gesture Mr [redacted] picked up his vehicle and returned a day later to indicate the car had scratches over the exterior that were not there before the paint repair was done We contacted our collision center to inspect the vehicle and Mr [redacted] agreed to bring the vehicle back the next day to meet with the Collision Center Director He returned with the vehicle the next day and our Collision Center Director found the vehicle had scratches in several areas that in his experience suspected to have been caused by someone attempting to buff the paint with improper materials that are not intended to be used on paint, which did not occur during the paint repair the days prior He advised Mr [redacted] of this, however, he offered to buff the vehicle to improve the areas and advised it would look about 70% better as a goodwill gesture Mr [redacted] agreed to call or return with the vehicle during the week of January 9, to have this done To date, we have not heard from Mr*** If Mr [redacted] would like to bring the vehicle back to have the buffing completed, we can schedule an appointment for this at his earliest convenience
RE: [redacted] Complaint ID [redacted] To Whom It May Concern: We have contacted our rep for Nokian tires and he has agreed to reimburse $420.00, the cost the customers paid for tiresWe have informed Mr [redacted] he will be receiving a reimbursement check and feel is very pleased with the resolution We are truly sorry for Mr [redacted] experience and apologized for the difficulty he has had with his tire replacement Sincerely, Robert S [redacted] General Manager Dick Hannah Hyundai of Portland Volkswagen of Portland Volkswagen of Vancouver W 360-314- C [redacted]
RE: File # [redacted] , [redacted] To Whom It May Concern: Mr. [redacted] called our dealership from California on 12/27 and again on 12/29 apparently after having test driven and received a price on a specific 2017 VW Tiguan Limited there. Mr. [redacted] asked if we would price match the... California dealer on this specific vehicle. After we agreed on pricing, Mr. [redacted] visited the dealership on 12/31 and purchased the exact car that he selected. During his inquiry and transaction, he did not advise us of his requirement that the vehicle be equipped with cruise control. Again, this is the vehicle that he specifically selected and we accommodated his request. We regret that Mr. [redacted] is frustrated about not having cruise control and that he felt his requests for clarification from us were not responsive. We attempted to get pricing for him so he could install aftermarket cruise control at his own expense, but unfortunately it is not available at this time. Regards, Robert S [redacted] General Manager Dick Hannah’s VW of Portland
Complaint: ***
I am rejecting this response because: They did not address my my complaint
Sincerely,
*** ***
I looked into Mr*** concerns about his visit to Hannah VW with his Jetta. After reviewing the file, I found the estimate price was excessive to replace the turbo boost actuator on his vehicle. The employee that provided the estimate did not reference a labor guide, but guessed
at what he thought the labor time would be to perform this repair. He was disciplined for not consulting a labor guide to provide a fair estimate to the customer and was given time off without pay from his position. I contacted Mr*** regarding his concerns about the estimate to repair his Jetta and explained what I had found. On the final inspection for Mr*** car, it listed several items the vehicle is in need of. I offered to replace tires, perform an alignment and a brake fluid flush on the vehicle as a goodwill gesture to express our apologies for his unsatisfactory visit to our store. He accepted my offer and came in for an appointment on 11/13/15. We took care of the services mentioned above on the vehicle and he expressed the he appreciated the service
At the time of negotiations our records indicate that Ms*** ag*** to purchase Gap insurance and a Service contractWe have made several attempts to contact Ms*** to process her cancelations, with no availMs*** will need to call Khalila at*** ** coordinate the process of
cancelation
To Whom It May Concern:
I have contacted *** *** and apologized for the dealership’s poor communication and not providing a spare key as promisedWe expect more of ourselves and our level of service than what was displayed to the ***. The *** dropped off their vehicle
Wednesday December 16th for key programing I asked Mr*** to contact me directly if there are any problems in the future.
Thank you,
Joe C***
General Sales Manager
Dick Hannah Volkswagen
360-314-
Complaint: ***I am rejecting this response because: In VW's response they admit that they knew my car had issues such as a leak in the radiator and an oil leakYet they still decide to drive it all the way to Longview without my permissionI received one phone call from my service adviser Dylan B*** regarding the where, how, and when of my carDylan stated that my car would be taken to the repair shop right across the VW dealership on Van Mall Dr and that I would receive a rental car until my car was done being repairedNot once did Dylan or anyone else mention that my car would be driven to the repair shop in LongviewAgain the scratches that I pointed out is the reason that I made this complaintVW also stated that the scratches that look like they were caused by a buffer which the repair shop ownsI would also like to state that when I first confronted a manager of the service department at VW about why my car had over miles put on it they said it doesn't matter because my car already had a lot of miles, then waved me offTerrible customer service.Sincerely,*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Sincerely, [redacted]
RE: File # [redacted], [redacted] To Whom It May Concern: Mr. [redacted] called our dealership from California on 12/27 and again on 12/29 apparently after having test driven and received a price on a specific 2017 VW Tiguan Limited there. Mr. [redacted] asked if we would price match the...
California dealer on this specific vehicle. After we agreed on pricing, Mr. [redacted] visited the dealership on 12/31 and purchased the exact car that he selected. During his inquiry and transaction, he did not advise us of his requirement that the vehicle be equipped with cruise control. Again, this is the vehicle that he specifically selected and we accommodated his request. We regret that Mr. [redacted] is frustrated about not having cruise control and that he felt his requests for clarification from us were not responsive. We attempted to get pricing for him so he could install aftermarket cruise control at his own expense, but unfortunately it is not available at this time. Regards, Robert S[redacted] General Manager Dick Hannah’s VW of Portland
RE: [redacted]
Complaint ID [redacted]
To Whom It May Concern:
We have contacted our rep for Nokian tires and he has agreed to reimburse $420.00, the cost the customers paid for tires. We have informed Mr. [redacted] he will be receiving a reimbursement...
check and feel is very pleased with the resolution.
We are truly sorry for Mr. [redacted] experience and apologized for the difficulty he has had with his tire replacement.
Sincerely,
Robert S[redacted]
General Manager Dick Hannah
Hyundai of Portland
Volkswagen of Portland
Volkswagen of Vancouver
W 360-314-0435
C [redacted]
Mr. [redacted] brought his 2004 Audi A4 to Hannah VW for an oil and filter change on 12/22/16. During the service, we found several items in need of repair on the 271,798 mile Audi. These included a coolant leak, an oil leak, a torn left inner cv boot, torn left and right rear inner cv...
boots, inoperative automatic headlight control indicator and a missing undercarriage splash shield. Mr. [redacted] declined all repair recommendations. After the oil and filter change was completed, our service porter was driving the vehicle up to the service drive for customer delivery and scratched the right front fender and bumper area on another vehicle. We apologized to Mr. [redacted] for the damage we had caused to his vehicle and agreed to repair it. We called our collision center on Auto Mall Drive to find that the next available appointment was approximately 4 weeks out; our Xpress Service Advisor told him we could send it to our other location to have it done sooner. We agreed to contact our location in Longview and call Mr. [redacted] the next day to confirm an appointment date and that we would provide him a rental car for the days his car would be in for the paint repair. Our Service Advisor called Mr. [redacted] the following day to set up an appointment for Mr. [redacted] to drop off the vehicle on 12/26/16 to be repaired. He dropped off the Audi, picked up the rental and the vehicle was taken to our Longview, WA location for repair as mentioned to Mr. [redacted] on 12/22/16 to expedite the repair. During the repair, the Hannah Collision Center repaired the damage on the right front fender and bumper that we caused, as well as, taking out a dent on the passenger side of the vehicle, that we did not cause, as a customer service goodwill gesture. Mr. [redacted] picked up his vehicle and returned a day later to indicate the car had scratches over the exterior that were not there before the paint repair was done. We contacted our collision center to inspect the vehicle and Mr. [redacted] agreed to bring the vehicle back the next day to meet with the Collision Center Director. He returned with the vehicle the next day and our Collision Center Director found the vehicle had scratches in several areas that in his experience suspected to have been caused by someone attempting to buff the paint with improper materials that are not intended to be used on paint, which did not occur during the paint repair the days prior. He advised Mr. [redacted] of this, however, he offered to buff the vehicle to improve the areas and advised it would look about 70% better as a goodwill gesture. Mr. [redacted] agreed to call or return with the vehicle during the week of January 9, 2016 to have this done. To date, we have not heard from Mr. [redacted]. If Mr. [redacted] would like to bring the vehicle back to have the buffing completed, we can schedule an appointment for this at his earliest convenience.