Dick Ide Volkswagen

IDE VolkswagenNWashington StEast Rochester, NY 14445###-###-####Revdex.com July 21st, Bryant Woods SouthAmherst, NY 14228###-###-####Case ID [redacted] Dear [redacted] I have received a copy of the complaint filed by [redacted] I must apologize for taking so long to reply but I was out of town on business and was also waiting for a reply from Volkswagen of America regarding Darschel Volkswagens findings for [redacted] 's vehicleIn reading [redacted] 's comments I would agree that most of what he said is factual information, but I would like to clarify a few thingsWe as an organization always strive to treat all our customers with the utmost of respect and also realize that they're time is quite valuableWe did in fact hear the noise that [redacted] described an a test drive with a technician; however the technician was unable to determine from one test drive where exactly the noise was coming from and its couseWe unfortunately had to ask *** [redacted] l to return again so we could try ta duplicate his concern and we were not able to do soAround that time we began to have days of very heavy rain that also made it difficult to hear any noises that might have been presentWe did not at that time have an available loaner car so we gave *** [redacted] the option of leaving his vehicle with us or to pick it up and reschedule once the weather improvedHe chose to pick up his vehicle and not rescheduleOn June the 18th I had a conversationwith [redacted] from the executive offices at Volkswagen of America regarding a letter she had received from [redacted] lShe asked me if I minded if she sent [redacted] and his vehicle across town to Dorschel Volkswagen for evaluationNormally I would prefer to retain a customer here but also realize from time to time we have to do what is best for the customer and let another dealer put a fresh perspective and fresh set of eyes on a vehicleOn June 22nd Dorschel VW drove the vehicle and decided to re-torque the components on the vehicles sub-frame and suspension systemI was informed that shortly thereafter [redacted] informed them that the noise had returned and would be returning (7/6/15)He informed Darschel Volkswagen that he had found a few Volkswagen technical bulletins relating to the problem he was experiencing but he was told by Dorschel Volkswagen that they did not pertain to the vehicle and it was operating as designed [redacted] chose to purchase an aftermarket kit and have it installed on his vehicle to rectify the issue he felt he was experiencingI am very sorry for the time [redacted] feels that he wasted going bock and forth while we tried to hear the noise and determine its originsHowever we are not an organization that just installs parts on vehicles in the hopes that it corrects an issue either at the expense of the customer or the manufacturer, especially when trying to rectify a highly intermittent noise concernI feel bod that [redacted] feelsthat he was verbally abused and that abusive language was used, but I can assure that was not the case and such language is never used or tolerated by anyone working at the IDE organization.Sincerely,Michael J S [redacted] Service ManagerIDE Volkswagen [redacted] Direct Line [redacted] Fax [redacted] @idevv.com

*** , I want to apologize up front and have a complete understanding of the reason behind your request I am unsure how we missed each other as I reached out to you a couple of times but failed to ever communicatedirectly with you as I had already realized we had a broken
process and wanted to remedy itBottom line If you could get me a copy of the rental invoice I will have reimbursed Again I am sorry for the situation you were inbut we have reviewed and adjusted our process so that it does not reoccurIn closing I want to thank you for purchasing your vehicles with us and ask that you consider us for your service needsI can be reached at *** or *** Respectfully, Mark ***Service DirectorIde Family of Dealerships

IDE Volkswagen333 N. Washington StEast Rochester, NY 14445###-###-####Revdex.com July 21st, 2015100 Bryant Woods SouthAmherst, NY 14228###-###-####Case ID [redacted]Dear [redacted]I have received a copy of the complaint filed by [redacted]. I must apologize for...

taking so long to reply but I was out of town on business and was also waiting for a reply from Volkswagen of America regarding Darschel Volkswagens findings for [redacted]'s vehicle. In reading [redacted]'s comments I would agree that most of what he said is factual information, but I would like to clarify a few things. We as an organization always strive to treat all our customers with the utmost of respect and also realize that they're time is quite valuable. We did in fact hear the noise that [redacted] described an a test drive with a technician; however the technician was unable to determine from one test drive where exactly the noise was coming from and its couse. We unfortunately had to ask [redacted] [redacted]l to return again so we could try ta duplicate his concern and we were not able to do so. Around that time we began to have days of very heavy rain that also made it difficult to hear any noises that might have been present. We did not at that time have an available loaner car so we gave [redacted] [redacted] the option of leaving his vehicle with us or to pick it up and reschedule once the weather improved. He chose to pick up his vehicle and not reschedule. On June the 18th I had a conversationwith [redacted] from the executive offices at Volkswagen of America regarding a letter she had received from [redacted]l. She asked me if I minded if she sent [redacted] and his vehicle across town to Dorschel Volkswagen for evaluation. Normally I would prefer to retain a customer here but also realize from time to time we have to do what is best for the customer and let another dealer put a fresh perspective and fresh set of eyes on a vehicle. On June 22nd Dorschel VW drove the vehicle and decided to re-torque the components on the vehicles sub-frame and suspension system. I was informed that shortly thereafter [redacted] informed them that the noise had returned and would be returning (7/6/15). He informed Darschel Volkswagen that he had found a few Volkswagen technical bulletins relating to the problem he was experiencing but he was told by Dorschel Volkswagen that they did not pertain to the vehicle and it was operating as designed. [redacted] chose to purchase an aftermarket kit and have it installed on his vehicle to rectify the issue he felt he was experiencing. I am very sorry for the time [redacted] feels that he wasted going bock and forth while we tried to hear the noise and determine its origins. However we are not an organization that just installs parts on vehicles in the hopes that it corrects an issue either at the expense of the customer or the manufacturer, especially when trying to rectify a highly intermittent noise concern. I feel bod that [redacted] feelsthat he was verbally abused and that abusive language was used, but I can assure that was not the case and such language is never used or tolerated by anyone working at the IDE organization.Sincerely,Michael J S[redacted]Service ManagerIDE Volkswagen[redacted] Direct Line[redacted] Fax[redacted]@idevv.com