Diehl Automotive Group Inc

Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220   RE: Customer Service Issue (Complaint ID: [redacted])   Ms. [redacted]             Please allow for this correspondence to serve as...

a response to the customer issue referenced above.             Customer brought her vehicle in on July 29th, 2016 with the concerns about the speedometer in the vehicle “coming and going” as well as a possible air condition system malfunction. Customer, as she referenced in her filed complaint, was informed that a proper diagnosis would take up to four (4) hours to complete. The Customer approved of this diagnosis and attached fee thereto.  The service writer informed her after forty-five (45) minutes that a code populated on the vehicle which made it apparent that the problem was electrical in nature. This is a general code, and does not give an answer regarding why a vehicle is not performing to standards. With this in mind, as the Customer stated in her complaint, she was informed that further diagnosis was required in order to pinpoint the problem. The service writer was simply keeping the Customer updated on the progress of the vehicle, not insinuating that the problem was fully diagnosed. After the problem was specifically diagnosed, the Customer was informed of the cost to repair the vehicle, and she declined to have the work done. However, she was still responsible for the charges that she already approved, which resulted in four (4) hours of diagnostic work for a total of $467.05. It should be noted that the vehicle was taken in at 8:44 AM, and taken out of our service department bay at 3:58 PM, which equals more than four (4) hours of diagnosis. However, due to the fact she was promised no more than four (4) hours, we did not charge her the extra time that was required. As outlined above, at Diehl Automotive, we take every customer concern seriously, and ensure that every problem is properly diagnosed. We treat every customer that walks in our doors with the professionalism and courtesy that is expected. While we certainly sympathize with the Customer in this unfortunate situation, we operated in a fashion that was honest and upfront throughout her visit. With this is mind, we look forward to the opportunity of assisting the Customer with any future automotive needs she may incur.   Sincerely,   Diehl Automotive

Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: Customer Service Issue (Complaint ID: [redacted] Ms. [redacted]                         Please allow for this...

correspondence to serve as a response for the customer complaint referenced above.                         Customer first came into Diehl Automotive of Robinson on 4/29/16 with concerns regarding a leak in the Air Conditioning system. Our technicians diagnosed a leak in the rear evaporation system as the cause, and recommended to replace it. Customer then elected to reject the recommendation, and paid for one hour of diagnosis, which is standard business practice.                         Customer then returned on 5/10/16, and elected to have the work done that was suggested on the previous visit. We were able to have her qualify to be covered under a customer care program via Chrysler, which resulted in Customer only paying a $150.00 deductible fee.               Customer then returned on 6/18/16 with concerns about a loud noise emanating from the rear of the vehicle. At this juncture, Chrysler engineers were brought in to assist in addressing the Customer’s concerns. At this visit, as recommended by the Chrysler engineer, the rear evaporation system was again replaced, as well as the A/C compressor. The Customer paid nothing out of pocket for any of these services.               Finally, Customer brought her vehicle in again on 6/27/16 to have the front evaporation system replaced, again as recommended by a Chrysler engineer. She was told the repairs would be completed within three days. She called the second day, and when she was told the vehicle would not be completed until the next day, she requested her car back. We are confident that this final appointment would have solved the Customer’s issue, but unfortunately were unable to complete the repairs.                         During all of these visits listed above, the Customer was provided with a rental vehicle at no charge to her. This was offered purely as a courtesy to the Customer, in an effort to alleviate the stress the situation was causing.                      At Diehl Automotive of Robinson, we attempt to diagnose and repair all concerns that any customer brings to our attention with the care and professionalism expected. We certainly sympathize with the Customer on this issue, but as detailed above, we have made every effort to diagnose and repair all of the concerns the Customer had. This has been an unfortunate situation for all parties involved however, we look forward to assisting the Customer with any future automotive needs she may incur. Sincerely, Diehl Automotive of Robinson, Inc.

Please allow this to serve as the response to the attached complaint.        The Customer brought his vehicle into our service department on 7/28, and his car was then immediately  put on a rack, in order to assess the vehicles...

condition. At that time, pictures of the damage to the undercarriage were taken by the service manager. The Customer makes the accusation that these pictures were not taken until 7/31, however that is not the case. The pictures were merely e-mailed to the Customer on that day. They are date stamped on the Service Manager's phone on 7/28, and we invite the Customer to view this evidence for himself.      The vehicle was driven, as is normal for the alignment and steering wheel concerns Customer had. It had to be driven multiple times, because the vehicle was worked on by our master technicians multiple times. The Service Manager drove the vehicle himself, and took great care of the vehicle while he had it in his possession. At Diehl Automotive, we never take advantage of vehicles or "joy ride" in any of them, as Customer alleges.                We acknowledge that no one is perfect, and with that in mind, we always take responsibility for errors we commit, or damage we cause. However, in this scenario, the Customer's allegations of damage we caused is simply untrue, and we invite the Customer to come in and view the  pictorial evidence of such.      We understand the Customer's frustration with the situation, and we would like to help in any way that we can. However, as stated above, we cannot take responsibility for damage to a vehicle that we did not cause.       With all of this said, we look forward to assisting the Customer with any future automotive needs he may incur.

From what I see the Revdex.com is not able to do any more than Chrysler’s representatives will do, so I won’t waste any more time on this. But you will never convince me this letter is not deceiving. I would like to see if every car on their used car lot has brand new $800.00 tires. Like the representative from Diehl said to my face, “This van needs no reconditioning”. The salesman never checked anything on the van accept the mileage. I sat by window and watched. They never even looked at the tires which have two years of tread left on them. They only have 10,000 miles on them. The Chrysler representative even said they send these letters out to get people in Diehl’s, to sell them a new car. The salesman from Diehl said, “There is no way they could give me the price stated, it is impossible”. I do not believe it cost $695.00 to wash and vacuum a car. All they were interested in was how much I owed on the loan. Nobody I know or talk to will buy a Chrysler product, especially from Diehl. They outright lie.
Thank you for your time.
[redacted]

Please allow this to serve as the response to the Customer complaint.  Firstly, the Customer readily admits that there was no damage on the vehicle whatsoever after the 7/21 visit to our Robinson location, so no alleged damage could have taken place there. Secondly, unfortunately, we must disagree with the claims Customer made regarding the alleged damage that was caused by any employee of ours while we had the vehicle in our possession during the 7/28 visit. We stand by our prior response that the vehicle was  put on a rack, which could not have done the type damage that inflicted on the vehicle, and the damage was appropriately recorded. We can emphasize again, that the Customer is welcome to view the time stamp of the pictures for himself to put any concerns at ease. The Service Manager, as well as our company General Manager and FCA Master Technician,  witnessed the vehicle being put on the rack, and lifted in the air. They were there to ensure that the process went smoothly, because of previous concerns that the Customer voiced. They can attest to the fact that no damage was done to the vehicle prior to when the vehicle was put on the rack, and also at any point while the vehicle was on the rack. Finally, although FCA advised that 24 miles was excessive test drive mileage on the vehicle, this differs on a case-by-case basis, and we do what is necessary to ensure the vehicle is fixed properly. While again we understand the Customers frustration with the situation, we did not cause damage to his vehicle, and therefore cannot take responsibility for it. At Diehl Automotive, we are not afraid of taking responsibility for our mistakes when we make them, because we understand mistakes happen. However, with this circumstance, we simply did not cause any damage to the Customers vehicle. We thank the Customer for his business, and we look forward to assisting him with any future automotive needs he may incur.

Please find response attachedMs. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: Customer Service Issue (Complaint ID: [redacted])  Ms. [redacted]             Please allow for this correspondence to serve as the final response to the customer complaint referenced above.             In the previous correspondence, the timeline was detailed for this particular situation, along with the details of each visit. In that timeline, it is made apparent that Diehl Automotive made every effort to alleviate the concerns that the Customer had. It also details that Customer did not allow us to complete the repairs on her vehicle on her last appointment.As Customer acknowledges, corporate Chrysler engineers were involved with the diagnosis of the vehicle. These engineers are considered the pinnacle in Chrysler products, and at the juncture they were involved, the technicians were following their recommendations.             Diehl Automotive cannot, and will not, speak for any other automotive shops opinion on this issue. The only individuals we give deference to are the Chrysler certified professionals that we employ at our location. With that said, we will not address anything that another business said regarding this issue.             Finally, to insinuate that Diehl Automotive takes amount of payment for repairs into consideration when assisting customers is entirely inaccurate, and not a depiction of the character of our business in any form.             Again, this has been an unfortunate situation for all parties involved, but as with all individuals that walk into our doors, we look forward to assisting the Customer with any automotive needs she may incur in the future.             Sincerely,  Diehl Automotive of Robinson, Inc.

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.
To Whom It May Concern,I am still very unsatisfied with this response, but I can see that Diehl is not going to stand up and show that they are accountable. As I have stated previously, I did not leave my van at the last appointment because it was supposed to be done in 3 days, when I called them after it was there already for 2 days to see what progress has been made, they told me they DID NOT EVEN BEGIN TO WORK ON IT. At that time, Brad the service manager said that appt times are not the times they do the work (whatever that means), just that they will have it done when they say. And at the time it was supposed to be done the next day- but they told me it would have to stay for at least another week (and they still weren't sure), that was if they didn't run into any more problems. They definitely did not assure me that this would be the FINAL FIX at any time. I had to take it because I was leaving for vacation the next week & wanted to take my van on the trip. That is why I started this process in April. NEVER did I imagine that I would still be taking it to the dealer in July just to have the air fixed. Over 3 months is just crazy!!!The Chrysler engineer was not sure how to fix it either. They tried the "flush" which he suggested and that did not work. Still broken. There were 2 other things to "try" as they put it- but again, not at anytime did they say this would fix the problem, in fact, Brad kept telling me that they were truly unsure why they could not get rid of the sounds it was making or what was causing them (that is why they called the engineer in the first place, because they didn't know what else to do).And the "other dealer" suggesting that it still needed $1000 worth of work was a Chrysler dealer also. I don't know how two Chrysler dealers can be so different? How am I supposed to know who to believe? I am just trusting them to do what is right to fix my car. They are supposed to be the experts.All I know is that this was a disaster from start to finish, I knew it would be from the first day when I went in and the service advisor eating pizza while talking to me from behind his desk, told me they were way behind because their lunch came late, so they wouldn't be able to get my van in for another 45 mins after scheduled appt time. It was just ridiculous! I would never tell that to a customer. Their late lunch is not my problem, but I could see then how they conducted business. It was Chrysler that told me I had to go to the dealer. I just want them to be held accountable for what they did to my van and how they treated me. I wasted a lot of time on them this summer.My last 3 cars were all Chrysler, but sadly, never again. It is a shame. I will spread the word on Diehl automotive treats its customers. I do not believe anything can be done to resolve this. I am stuck with a van that has more problems now than it did when I took it in to be fixed, AND the original problem is still not even fixed. I would just like the Revdex.com to note the bad service and attitude that I received from this dealer.Thank you for your time.
Regards,
[redacted]

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.
Dear [redacted]Believe me, if all of this went as smoothly as this reply letter has made it sound, I would be a satisfied customer. I would not have any complaints! They failed to mention that two different times at pick-up, my side back passenger panel was not attached and the broken pieces were left all over my back seat. Also, at another pick-up, my rear plastic panel was again hanging off and filthy (making me scared to keep having repairs done to the van, if they left the outside like this for me to see, who knows what the underneath & inside looked like). At no time did I reject service to be done on the van, the first time, I just made a different appointment because after sitting there for 3 hours, they told me that if they did any remaining work, it would not be done before they closed & I would have to return anyway, plus I also had to speak to corporate Chrysler because, yes, they were working with me (Diehl makes that sound like a bad thing. When air conditioning breaks at 24,000 miles that is not a good thing). And the last time I refused service because they have had it several times over the past 2 months, including one time for 13 days and it still was not repaired. At NO TIME did they tell me they were confident that they could fix my air conditioning issue, in fact, the service manager Brad told me himself, how technical & complicated these issues were & they had no idea what the problem was. They were going to replace the air core (doing this would have had then take apart my whole dashboard, which terrified of what other problems would occur, after their previous work). And he said if that didn't work, they would then have to replace the receiver dryer? Again, stating to me that he did not know if this would fix the problem. Do you think I would have taken the van knowing that it would be fixed after going through all this?!When I picked it up that last time, it was already there for 2 days & they have not even started any work, I needed to get my van back because I was leaving for vacation and he could not guarantee how long it would take to fix.Another issue that I had was that the light on my rear defrost panel would blink for about a minute EVERYTIME I engaged the van (hit the key fob to get in). This issue only occurred after they "fixed" my compressor, which the service advisor Keith told me could be an electrical issue from putting in the compressor. This happened for a good week before I got it back to them & then once there they told me it was not happening, it is still occurring, plus when light is blinking all of the blowers do not work (air, defrost, heat), they are delayed. I know this light had to be blinking for them. I realize now that if you start the van, it will not happen for about another 5-10 mins after shut off. And how funny it was that day I picked it up, they had my van running for me in the service bay (they have never done that before, always just parked in the lot) so that when I had a mechanic come out to show him the flashing light, it would not do it that fast. But I left & went to the store about 5 mins down the road & of course when I got in, light flashing, blowers delayed. I even video taped it & went back to show Brad st the dealer and all he could say was that they did not see it. This is a problem that they caused and I wish it could be fixed, I'm sure it will become worse down the road (also there was a rattling when I now drove the vehicle after they had it, which I learned was the right rear shock after taking it to a new dealer, so who knows what they were doing to my van while driving it- AGAIN this was not broke when I dropped it off).After submitting this complaint to the Revdex.com, I did take my car to a new dealer as I just stated and they suggested that over $1000 of work still needed to be done to my van. In fact, the service advisor there, [redacted], literally came out and told me in the exact words, "that my air conditioning was a mess!" How could have Diehl, "fixed" my air if all that work is still supposed to be done? The parts that this dealer said are needed were an accuator, housing for air & part, and right rear shock, are not the same parts that Diehl were going to put in, now stating that they were confident it would have solved my issue. So now, I seriously do not know what to believe!I honestly am not sure what my next steps are going to be. I can say that I do not want Diehl to ever touch my vehicle again, but I would like them to at least be accountable for the damage that they caused. I want to make the Revdex.com aware that this is the service they are providing their customers. I know it is a hard call, because it is just my word against theirs, but do you seriously think that I would enter a complaint, waste half of my summer, take time off work, to keep taking my car back to a dealer for no reason at all? Think about it...I know in my heart of hearts what the truth is, I have everything documented and the broken van to prove my valid issues. At least I know I can sleep at night, I don't think I can say that for Brad and a few of the workers there. I am sorry, but that is just how I feel. They did not address my issues and I did follow their advice until these other problems started to occur, then I did not trust them with my van. Please just make sure that someone higher up is aware of this unfortunate situation, I feel that Diehl is able to state this reply because they knew that I would not be returning there. I did pay them $255 (does it matter that Chrysler let me pay a co-pay, that should have nothing to do with anything), but I feel that is why they treated me & my vehicle the way they did, because they felt like they weren't getting paid enough. Chrysler did reimburse them for the rental cars, that's what I was told anyway. When they are keeping my car for days & weeks at a time, several different times, they should provide a rental if they cannot fix it in a timely fashion, plus I bought my van at this dealer & that is their policy. (One of the reasons I took it there in the first place with Chrysler telling me that the air would have to fixed at a dealer).One thing I do agree with Diehl on, is that this has definitely been an unfortunate situation for all parties involved, however, throughout this entire process they have not shown on ounce of accountability for anything and they DO NOT sympathize with the customer, they hardly even take a minute to listen to what you have to say. It was hard to even get someone to call you back or for them to do what they said they were going to do at almost every step.Thank you for your time. Feel free to contact me is necessary.Regards,
[redacted]

Hello,  First, it's a joke that the nameless party responding for Diehl stated they would repaint the driver's side door center structural piece "for the Customer at no charge".  They've admitted their error (which is undeniable), so I would never be liable for "internal" costs to repair work they performed improperly. Diehl's "internal" cost has no bearing on what a third party would charge me at the retail level to address this matter.   Second, that Diehl would try to equate the mileage on my vehicle with what they characterize as "tears" (wear) on the outer raised flap of my driver's side seat is ridiculous. I know how my car has been used and maintained over its life, Diehl dioes not. Carelessness, the same variety that led to the corrosion repair work being handled improperly, is obviously what led to the driver's seat damage. The tech(s) repairing my vehicle either had sharp objects (tools, etc) on them, sitting and moving around on the seat while working on the door, or the seat in question was being used as a work bench for parts, etc. at some point. Though Diehl maintains they have "never had any issues of that sort in our history" (damage inflicted upon a customer's vehicle while being in their possession), I would refer you to the complaint filed against Diehl by another customer on 12/11/2015. Though I did not mention it in my initial Revdex.com filing, I brought the seat damage to the attention of a Diehl Toyota sales manager the night I picked my car up (August 11th, just before 9:00pm) to get the matter "on the record". In an aside, a professional third party that I had assess the driver's side seat immediately recognized the damage as cuts, not wear. If Diehl has nothing to hide, then I'm sure they won't mind volunteering the names of the employee/s who worked on my vehicle and give me full access to recordings captured by cameras on the premises.  Third, Diehl's characterization of their communication with VW's midwest regional manager ("Tamar") gives the false impression that my complaint was simply written off by VW. That's absolutely false. I was told by Tamar that they were troubled by my claims and that even though they couldn't help me (payment to Diehl could not be rescinded so the work could be performed properly elsewhere, the seat damage was a secondary non-warranty issue), I was assured that other offices in the organization were taking note of what had gone on with Diehl and that it could contribute to repercussions against them at some point.    Attached are photos of: - August 12th Email to Corina D[redacted] - Driver's seat flap with damage (seatdamage.jpg) - Driver's side seat flap w/o damage (nootherdamage.jpg) - Middle of driver's side seat (nootherdamage2.jpg) - Written retail estimate for seat (bottom portion) replacement (seatestimate.jpg, seatestimate2.jpg) - Written retail estimate for paint repair (paintestimate.jpg, paintestimate2.jpg)  If Diehl refuses to resolve this matter fully and to my satisfaction, I will have my complaint heard in court by Judge [redacted]). The filing fees ($110.00) would be added to the amount I'd seek from Diehl. If forced to, I will also take steps to bring negative publicity upon Diehl for their carelessness and unprofessional business practices (which will cost them much more in the end than it would to resolve this matter).    [redacted]
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10/8/2015 [redacted] Revdex.com of Western Pennsylvania 400 Holiday Drive Suite 220 Pittsburgh, PA 15220 RE: Customer Issue (Complaint ID: [redacted] Ms. [redacted],                This correspondence will serve as our response to the...

Customer’s complaint regarding paint damage to her vehicle.                Customer brought her vehicle into our business with the concern of paint damage on the hood of her 2015 Jeep Wrangler. We took the car in, and examined it. It is at this time, the damage was revealed to be stains from tree sap. In addition to the two spots on the hood, there were also marks on the front fenders, and roof.                We attempted to buff out these stains, and it should be noted at this point that there were already signs of an individual not connected with Diehl Automotive attempt to remove the stains. There were marks from a brillo pad of some sort, which resulted in scratches on the surface of the vehicle. At any rate, we attempted to buff out the stains, at no charge, but the stains were imbedded too deep into the paint, and past the clear coat.                By going above and beyond in this circumstance, it is apparent that we did not treat the Customer with the disdain she accuses us of doing. We attempted to rectify the situation, but there is only so much that merely buffing can do.                Customer also states that the terms of her warranty were not made clear to her. This is inaccurate. Every customer receives a full explanation of what their warranty covers, and unfortunately in this situation, natural damage such as this is not covered. We understand her frustration with the situation, but have no control over the terms of her said warranty.                If Customer has an issue with Chrysler Corporation, it should be brought to their attention. We would like to assist the Customer in any way that we can, to help alleviate the stress this situation has brought. It is our hope that we have the opportunity to fulfill any automotive needs the Customer has in the future, and look forward to working with her.                Sincerely,                Thomas D[redacted], Esq.                Diehl Automotive

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 letter is written in response to Customer's allegations of fraudulent, and deceiving, advertisement. At Diehl Automotive, we understand, and acknowledge, that certain words and phrases can be interpreted differently, causing confusion to any intended meaning. However, it is because of this...

understanding that we operate under the policy of being crystal clear in any advertisement we release to the public. In the Customer’s complaint, they allege that we are deceiving our customers by offering a buyback of their used vehicles that we are not prepared to support. We adamantly, but respectfully, disagree with that statement. On the advertisement in question, it is clearly and noticeably stated in the disclaimer that, "Car value based on Black Book average trade in value less...deductions and reconditioning". This statement clearly conveys the idea that it is very possible that, once the car is examined by our pre owned inventory managers, there may be issues about the car that simply could not be known at the time of initial contact with the customer, thus reducing its value in the form of a reduction. In this specific case, the Customer's 2012 Dodge Grand Caravan needed four (4) new tires. This came to a cost of $800.00, and was deducted from the trade amount offered in the advertisement. In addition, and as stated above, the ad also made specific reference to reconditioning fees not being considered in the amount offered. The recondition fee that Diehl Automotive charges is $695.00, and was therefore also deducted from the amount offered in the ad. The reconditioning fee includes, but is not limited to, items such as inspecting the vehicle, performing a safety checklist, changing the oil, replacing filters and professionally cleaning the vehicle. The amount stated in the ad for Customer's vehicle was $15,445.00. With the $800.00 deduction for tires, and the $695.00 deduction for the recondition fee, the amount came to $13,950.00. The sales manager proceeded to make the offer an even $14,000.00. Due to the fact that these reductions were justified, because of the supporting evidence stated above, there is no way that this ad can be construed as deceiving. We understand the disappointment of the Customer, and still hope to work with them in the future with any of their automotive needs moving forward. At Diehl Automotive, we take advertising very seriously, and as such, we never seek out to mislead or deceive any prospective, or current, customers.Sincerely,[redacted], Esq.Diehl Automotive

Review: My vehicle was dropped off at the Diehl body shop in Butler PA for corrosion (rust) repair on Monday August 8th. A portion of the work was covered under warranty by VW, the balance was paid out of pocket. On Thursday August 11th, I was notified that the repairs had been completed. I paid the out-of-pocket cost ($83.69) with a credit card over the phone that afternoon. I picked up my vehicle just before 9:00 pm that evening (the keys were left inside it). When I opened the door, I immediately noticed NINE cuts on the raised side (the one closest to the door) of the driver's side seat. Prior to leaving my car with Diehl's body shop, I had no damage like this on the driver's side seat or anywhere else on my upholstery.

The next day, Friday August 12th, I spoke with body shop manager Matt W[redacted] and explained what I found. He said he wouldn't be in the shop, but to bring it by and let another employee (Eric) take a look at it. I arrived at the shop the same day around 1:00pm. While waiting for Eric to come outside, I noticed that the repaired center structural piece within the driver's side door was not the same color (black e-coat) as the one in the passenger side door. Not only was the color different (gray, not black), but it didn't even match the color of my car (silver). Eric said they would repaint the part, but at that point, I wasn't about to hand my car back over to the same people who damaged my upholstery.

When I showed the cuts in my driver's side seat to Eric, he denied that they caused the damage and claimed the seat had "cracked" from wear (inferring that I was lying). I had him take a photo of the cuts. I then told Eric I wanted to speak with Diehl's general manager, who he claimed wasn't there that day. Eric said he would follow-up with me on Monday, or if I didn't hear back from him, to call on Tuesday. I left Diehl very angry at the lack of quality control and damage inflicted upon my vehicle. I waited 4 days only to get my vehicle back in this shape. In an aside, it's worth nothing that when I dropped off my vehicle, I asked if they would look for other signs of corrosion when performing repairs. They said they would. Since I got my car back, I've found two other spots that are corroded. There is a clear pattern of carelessness when it comes to Diehl's body shop.

Mid-afternoon, I picked up a phone message from body shop manager Matt W[redacted], who said that he spoke with Tina G[redacted] ("Customer Relations") and Rich [redacted] ("General Manager") and they weren't going to take responsibility for the damage, claiming it was "wear".

Late that afternoon, I left a voice mail for Tina G[redacted] and told her that it was damage inflicted by the body shop, not wear, on my driver's side seat and that I wanted to speak with her that day or by Monday. She never returned my call. The same day, I sent an email to owner Corina D[redacted]) letting her know what had gone on, that it was disgraceful and that I intended to take action against Diehl. I received no response.

As a result of how things had played out, I decided to file a dispute with my credit card company on Monday August 15th. Before the dispute was opened, the Capital One rep. got body shop manager Matt W[redacted] on the phone via three-way call. W[redacted] said they would repaint the center structural piece, but wouldn't do anything about the damaged driver's side seat. I told him I was going to take action against him and he responded that I should do whatever I'm going to do. The call ended and the dispute over the out-of-pocket cost was formally disputed.

On Friday August 12th, I called in to VW's corporate customer care department and set up a phone call with the midwest regional manager (Tamar) for Monday August 15th. The call ended up taking place on Tuesday (16th). I reaffirmed everything that had gone on with Diehl. I told her that since they damaged my vehicle and all bridges had been burned, I was not about to take my car back to them for repairs of the repair work. I asked if she could rescind a portion of the payment VW made so the work could be done properly at another dealership. She said they weren't in a position to do that. This brought me to the point of filing a Revdex.com complaint.

In an aside, it's laughable that today, I received an automated phone message and email from Tina G[redacted] ("Customer Relations") saying that if I couldn't rate my experience with Diehl as a "9 or 10, please call me so I can address your concerns". Yea right.Desired Settlement: First, I want the $83.69 charge refunded to my credit card. Second, I want Diehl to pay for the cost of having the improperly performed repair done at another shop (I have a written quote of $452.61). Third, I want the damaged seat (bottom portion) to be replaced with a new one (I have a written quote of $506.11).

If Diehl won't accept full responsibility for the improperly performed repair work/damage inflicted upon my vehicle and resolve these matters to my satisfaction, I will file a legal claim against them (which would be argued in front of Judge [redacted].

Business

Response:

Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: Customer Service Issue (Complaint ID: [redacted]) Ms. [redacted], Please allow for this correspondence to serve as a response for the customer complaint referenced above. As the Customer stated, he came in to our body shop facility on August 8th. He brought the vehicle to us for warranty rust repair. We made said repairs, and returned the vehicle to the Customer. It is true that there was an error with how the door shell was painted. It is also true that we agreed to fix that for the Customer at no charge, which normally would have been approximately an $80.00 internal corrective repair. However, customer’s claim of damage to the seat is not damage from anything our body shop did whatsoever. It is readily apparent that this damage is from normal wear and tear on the vinyl of the seat. Customer’s vehicle has a very high amount of miles, and the tears in the seat are due to constant entering and exiting of the vehicle. In order to have inflicted the damage that Customer is accusing, we would have had to meticulously taken a blade and sliced the seats. We do not operate in that manner at Diehl Automotive, and have never had any issues of that sort in our history. Customer did call Volkswagen Corporate Customer Care, and they in turn contacted us. Once they were told the complete set of circumstances, they closed the complaint, and ended any further investigation into the matter. Although we sympathize with the Customer that the vehicle has the wear and tear that it does, we will not take responsibility for issues that we have not caused. Sincerely, Diehl Automotive

Consumer

Response:

Hello,

Review: On Friday, July 29,2016, I took my 2009 Toyota Camry to Diehl Automotive where I purchased the car. I reported that the ABS brake light came on and off intermittently, the speedometer stopped working intermittently, and the air conditioner stopped blowing cold air, intermittently. I asked Diehl to let me know what the problem is and how much it will cost to fix it.

I was asked by Joyce B[redacted] to sign a contract that said it would take between 1 and 4 hours to diagnose the problem. The charge was $99 per hour. I signed and waited for approx 45 min. Joyce came back with a diagnoses code of VO129 She said it was definitely electrical and it would take a while to find the specific area. I chose to leave the car and wait for her call. if I had chose to stay and wait, would my diagnostic time been less?

I received a call from Joyce B[redacted] around 3pm and she told me that the problem was the ABS module and it would cost aound $1900 for the part and the total cost would be $2700 to repair the problem. I told Joyce I did not want to put that kind of money into the car because of it's age. I told her I would be back on Sat or Monday to get the car.

When I arrived to get the car this afternoon (7-30-16), I was given a bill of $467.05. I asked why the bill was so high and was told, "I told you it would take up to 4 hours to diagnose the problem."

My response was, "If you had the diagnostic code within the first hour, why did it take 4 hours to 'Diagnose' the problem, Joyce's response was they had to tear things apart to get to the exact problem area.

My $467.05 charge was for diagnostic purposes not for work on the car. If the diagnostic code was found in an hour why was I charged for 4 hours?

If I signed a contract that it would take 10 hours to diagnose a problem would they be ok to charge me for 10 hours?

I feel that the general public is being overcharged for services not rendered. And the exorbitant prices are being charged to people who have no recourse. There are very few businesses that work on Toyota automobile so the general public has no other choice than to pay these exorbitant prices.

I find it difficult to believe that a computer diagnosis code found within an hour would not yield enough information to make a "definitive diagnosis" and that another three hours was actually needed to "find the real problem."

IDesired Settlement: Reduction of the bill to the exact time used to "diagnose the problem."

Business

Response:

Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: Customer Service Issue (Complaint ID: [redacted]) Ms. [redacted] Please allow for this correspondence to serve as a response to the customer issue referenced above. Customer brought her vehicle in on July 29th, 2016 with the concerns about the speedometer in the vehicle “coming and going” as well as a possible air condition system malfunction. Customer, as she referenced in her filed complaint, was informed that a proper diagnosis would take up to four (4) hours to complete. The Customer approved of this diagnosis and attached fee thereto. The service writer informed her after forty-five (45) minutes that a code populated on the vehicle which made it apparent that the problem was electrical in nature. This is a general code, and does not give an answer regarding why a vehicle is not performing to standards. With this in mind, as the Customer stated in her complaint, she was informed that further diagnosis was required in order to pinpoint the problem. The service writer was simply keeping the Customer updated on the progress of the vehicle, not insinuating that the problem was fully diagnosed. After the problem was specifically diagnosed, the Customer was informed of the cost to repair the vehicle, and she declined to have the work done. However, she was still responsible for the charges that she already approved, which resulted in four (4) hours of diagnostic work for a total of $467.05. It should be noted that the vehicle was taken in at 8:44 AM, and taken out of our service department bay at 3:58 PM, which equals more than four (4) hours of diagnosis. However, due to the fact she was promised no more than four (4) hours, we did not charge her the extra time that was required. As outlined above, at Diehl Automotive, we take every customer concern seriously, and ensure that every problem is properly diagnosed. We treat every customer that walks in our doors with the professionalism and courtesy that is expected. While we certainly sympathize with the Customer in this unfortunate situation, we operated in a fashion that was honest and upfront throughout her visit. With this is mind, we look forward to the opportunity of assisting the Customer with any future automotive needs she may incur. Sincerely, Diehl Automotive

Review: I took my caravan here to have the air conditioning fixed. After having it there several times over a 2 month period (many times leaving it over night & once they even had it for 13 days, they could not resolve the issue. In fact, they made it worse causing other problems. Now, my rear defrost/defrost are not working properly, rear defrost light blinks every time I enter car & when you try to turn air or defrost on, there is about a 30 second to 1 min delay before anything at all turns on. They did "try" to make several repairs, each time taking my van apart, which they also broke/scratched my back & side plastic panels. I had to take it back twice just so they could fix those. Now they tell me they won't continue to fix (there were 2 other things they were going to try) because I am refusing to let them have my car. Yes, I did say I do not want them to tear apart my dashboard to replace the core because I am afraid of what other damage will occur. I DID want them to fix the rear defrost, and they told me there wasn't a problem. They had it for 3 days to do this, but now those problems are worse. I truly wish I did not have them do any work at all, because it is worse now than when I first took it there. The air/defrost still making crazy noises & a "rattling" that is present that wasn't there before they started taking it apart so many times. Plus, back side panel, does not seem right & has scratches on it. Plus, the attitude from the service manager Brad & service advisor Keith was getting too much for me to handle. I started taking it there on April 29, 2016 & final pick-up on June 30, 2016 (with many visits in between) and problem still not fixed. They kept telling me I would not let them have my car enough, I mean, after several attempts and they still don't know what the problem is (still not fixed), I don't know how long I'm supposed to leave it there for them. Plus, all of the other problems occurring every time I went to pick it up. I have every thing documented.Desired Settlement: I would love to just have my van repaired without paying any charges. I am also working with corporate Chysler, but now I am going to take it to a new dealer & they are telling me that I have to pay to have it diagnosed again, because we have to start totally over. I also do not want Diehl to get away with them causing more damage & now since I don't want them to break my van anymore, they are basically getting away with it. I want that complaint to be acknowledged. I could not continue with them when there was a new problem each time I picked it up, they showed no accountability. I wish I could even just get my van back to the "original" problem with out any expense to me.

Business

Response:

Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: Customer Service Issue (Complaint ID: [redacted] Ms. [redacted] Please allow for this correspondence to serve as a response for the customer complaint referenced above. Customer first came into Diehl Automotive of Robinson on 4/29/16 with concerns regarding a leak in the Air Conditioning system. Our technicians diagnosed a leak in the rear evaporation system as the cause, and recommended to replace it. Customer then elected to reject the recommendation, and paid for one hour of diagnosis, which is standard business practice. Customer then returned on 5/10/16, and elected to have the work done that was suggested on the previous visit. We were able to have her qualify to be covered under a customer care program via Chrysler, which resulted in Customer only paying a $150.00 deductible fee. Customer then returned on 6/18/16 with concerns about a loud noise emanating from the rear of the vehicle. At this juncture, Chrysler engineers were brought in to assist in addressing the Customer’s concerns. At this visit, as recommended by the Chrysler engineer, the rear evaporation system was again replaced, as well as the A/C compressor. The Customer paid nothing out of pocket for any of these services. Finally, Customer brought her vehicle in again on 6/27/16 to have the front evaporation system replaced, again as recommended by a Chrysler engineer. She was told the repairs would be completed within three days. She called the second day, and when she was told the vehicle would not be completed until the next day, she requested her car back. We are confident that this final appointment would have solved the Customer’s issue, but unfortunately were unable to complete the repairs. During all of these visits listed above, the Customer was provided with a rental vehicle at no charge to her. This was offered purely as a courtesy to the Customer, in an effort to alleviate the stress the situation was causing. At Diehl Automotive of Robinson, we attempt to diagnose and repair all concerns that any customer brings to our attention with the care and professionalism expected. We certainly sympathize with the Customer on this issue, but as detailed above, we have made every effort to diagnose and repair all of the concerns the Customer had. This has been an unfortunate situation for all parties involved however, we look forward to assisting the Customer with any future automotive needs she may incur. Sincerely, Diehl Automotive of Robinson, Inc.

Consumer

Response:

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.

Dear [redacted]

Review: My vehicle was parked in the Diehl lot for service. It was hit by a flat bed tow truck on 10/18/15, which ripped open the right rear quarter panel of my jeep. First they immediately told me that it was there when I brought it in, which is not the case. I called the [redacted] Police Department who has a report of the hit & run, the paint chips of my jeep are all over Diehl's parking lot. Then the told me they would take responsibility but only if they fixed it, I choose to take it somewhere else and Diehl then told me that they would not pay for it. Had to leave work numerous times to try to deal with this issue. The bottom line is they do not want to pay the full estimate for my vehicle that was damaged on their lot. Their estimate was $3400 they won't even answer me as to a final price. Diehl called the body shop where I want to take my vehicle and told the body shop they would only pay for cost, which the body shop said they will not do for cost. The customer service is horrendous. My vehicle was originally there in the lot waiting to be serviced for a head gasket, which the price was quoted $1,000., after taking my car apart they are now telling me $2,500.00, which I believe they are covering the cost of the wreck. The bottom is line is my vehicle was wrecked in their care and they do not want to pay the estimate price! Been on the phone with them daily since the incident, and have personally visited business 5 times.Desired Settlement: I want my full estimate.

Business

Response:

November 24th, 2015 RE: Customer Issue (Complaint ID: [redacted]) Ms. [redacted] This correspondence will serve as the response to the issues the Customer has brought up in their original complaint. The summary of the situation is as follows; Customer’s car was hit while on Diehl Automotive’s lot. The vehicle was never moved from the spot where the Customer placed the vehicle, and this was evidenced by the paint chips laying on the ground directly beside the vehicle where the Customer parked. Customer was originally in to have engine work performed when our technicians went to move the car into the service garage, the damage was noticed, and after calling the Customer, a police report was filed. After reviewing the footage from the security cameras for over six hours, there was no further evidence regarding who was responsible for the damage. It is at this point the Customer asserted he did not have full insurance coverage, and only carried liability coverage. After the damage was discovered, and even though Diehl Automotive has absolutely no liability regarding the damage, we offered as a gesture of goodwill, to do the work at no cost to the Customer. The estimate to do the required repairs was $3,476.86. The Customer was not satisfied with this solution, and indicated that he would rather take his vehicle to a different Body Shop. There was no solution the Customer would accept other than the check for the amount above. We then proceeded to contact the Body Shop which the Customer sought to take his vehicle. It was at this point that arrangements were made with the other Shop as follows; Diehl Automotive would supply the parts to the Body Shop, and that additionally, there would be an agreed upon labor rate reduction. After these arrangements were made, we were contacted by [redacted] Insurance to find out that the Customer opted to file a claim regarding the damage. After filing the claim with his insurance provider, Customer submitted a complaint to the Revdex.com requesting full payment of the estimate when he is likely receiving that amount from his insurance provider. Customer’s accusations that Diehl Automotive is arbitrarily raising the repair cost are simply inaccurate. Customer’s initial estimate of approximately $1,000.00 was just to replace the head gaskets that customer provided. Customer was made aware that this will likely not resolve all issue he was experiencing with the engine. After we saw the engine, additional work was required and the cheapest solution was obtained. Customer declined some recommended work and we sublet authorized repairs to the engine. After a discount, Customer owes $1,508.36 for the work he has authorized to this point. We continue to try to work with the Customer regarding this situation, as the vehicle is still on our property, and has required more engine work, which the Customer has approved. We are fully confident that an amicable resolution will be reached with the Customer, and we will both move forward from this unfortunate set of circumstances. Sincerely, Thomas D[redacted], Esq. Diehl Automotive

Review: I purchased a warranty when I purchased the car and when I went in for an inspection, parts need fixed...tire rods. When I asked about the warranty, he ([redacted]) said that it was not in effect yet and that was not true. It was supposed to be (and confirmed with [redacted] warranty) to be in effect immediately upon purchase of the vehicle. Mr. [redacted] said it was not in effect and charged me the amount to repair the car, which should be covered under warranty.Desired Settlement: I would like reimbursed for the amount of the repair when the car was under warranty. I am owed that amount due to the fact of the warranty being in effect immediately upon purchase and lasting two years or 24,000 miles. Thank you. [redacted]

Business

Response:

Review: Found discoloration/dull spots on my 2015 Jeep. I have all warranties dealership "pressure" sold me, which information was verbally stated, and never received paper form to this day. I did take my vehicle to dealership where purchased, Diehl (###-###-####). Later, I received a call from Service Center and was told it was tree sap. They buffed out 2 areas but was not going to touch the other 2 because "it is not their problem". After buffing there is still discoloration in paint. They said that tree sap has/can erode paint. I know that is not the case as many vehicles have parked in this area at my mother's house, even her vehicles (in the past 8 years) and there has never been any issues whatsoever

I feel that Chrysler is responsible for not honoring any warranties. I feel that I was pressured into purchasing. I was under the belief that everything would be covered and now they tell me it is weather related. It's as though there is always a loop hole, and I am another victom of the purchase of "warranty purchases". They find a way to get out of helping which leads to more frustration.

Also, I feel that there is a defect in the paint job on the vehicle, where there is poor quality of paint and/or workmanship. my intent is to have Chrysler remedy this situation and repair/refinish the paint on the entire vehicle because I do feel there is poor quality. If in a few spots then it would happen all over.

Case open with Chrysler #[redacted], on 10/02/15.Desired Settlement: 1. repaint vehicle

Business

Response:

10/8/2015 [redacted] Revdex.com of Western Pennsylvania 400 Holiday Drive Suite 220 Pittsburgh, PA 15220 RE: Customer Issue (Complaint ID: [redacted] Ms. [redacted], This correspondence will serve as our response to the Customer’s complaint regarding paint damage to her vehicle. Customer brought her vehicle into our business with the concern of paint damage on the hood of her 2015 Jeep Wrangler. We took the car in, and examined it. It is at this time, the damage was revealed to be stains from tree sap. In addition to the two spots on the hood, there were also marks on the front fenders, and roof. We attempted to buff out these stains, and it should be noted at this point that there were already signs of an individual not connected with Diehl Automotive attempt to remove the stains. There were marks from a brillo pad of some sort, which resulted in scratches on the surface of the vehicle. At any rate, we attempted to buff out the stains, at no charge, but the stains were imbedded too deep into the paint, and past the clear coat. By going above and beyond in this circumstance, it is apparent that we did not treat the Customer with the disdain she accuses us of doing. We attempted to rectify the situation, but there is only so much that merely buffing can do. Customer also states that the terms of her warranty were not made clear to her. This is inaccurate. Every customer receives a full explanation of what their warranty covers, and unfortunately in this situation, natural damage such as this is not covered. We understand her frustration with the situation, but have no control over the terms of her said warranty. If Customer has an issue with Chrysler Corporation, it should be brought to their attention. We would like to assist the Customer in any way that we can, to help alleviate the stress this situation has brought. It is our hope that we have the opportunity to fulfill any automotive needs the Customer has in the future, and look forward to working with her. Sincerely, Thomas D[redacted], Esq. Diehl Automotive

Review: I believe Diehl Dodge in [redacted] is deceiving people with an invitation letter sent to previous customers.

They are lying to people with promises of buying your vehicle back with amounts of money that they cannot possibly in their own words do.

The salesman says if I was buying a new car they could hide the extra money to make it look like I was getting the amount stated in the letter.

They based their offer on my payoff that is all they ask consistently. They said the low mileage meant nothing but when the assessor looked at my van, all he looked at was the mileage. In the letter it stated they would deduct 40 cents a mile over 10,000 a year plus reconditioning. There is not a mark on the vehicle and it has 10,400 miles. A wash and vacuum is all that is needed. I would like them off your accredited list.Desired Settlement: I would like them to fulfill their VIP Buy Back Event amount listed on the voucher I received or I would like them off your accredited list.

Business

Response:

This letter is written in response to Customer's allegations of fraudulent, and deceiving, advertisement. At Diehl Automotive, we understand, and acknowledge, that certain words and phrases can be interpreted differently, causing confusion to any intended meaning. However, it is because of this understanding that we operate under the policy of being crystal clear in any advertisement we release to the public. In the Customer’s complaint, they allege that we are deceiving our customers by offering a buyback of their used vehicles that we are not prepared to support. We adamantly, but respectfully, disagree with that statement. On the advertisement in question, it is clearly and noticeably stated in the disclaimer that, "Car value based on Black Book average trade in value less...deductions and reconditioning". This statement clearly conveys the idea that it is very possible that, once the car is examined by our pre owned inventory managers, there may be issues about the car that simply could not be known at the time of initial contact with the customer, thus reducing its value in the form of a reduction. In this specific case, the Customer's 2012 Dodge Grand Caravan needed four (4) new tires. This came to a cost of $800.00, and was deducted from the trade amount offered in the advertisement. In addition, and as stated above, the ad also made specific reference to reconditioning fees not being considered in the amount offered. The recondition fee that Diehl Automotive charges is $695.00, and was therefore also deducted from the amount offered in the ad. The reconditioning fee includes, but is not limited to, items such as inspecting the vehicle, performing a safety checklist, changing the oil, replacing filters and professionally cleaning the vehicle. The amount stated in the ad for Customer's vehicle was $15,445.00. With the $800.00 deduction for tires, and the $695.00 deduction for the recondition fee, the amount came to $13,950.00. The sales manager proceeded to make the offer an even $14,000.00. Due to the fact that these reductions were justified, because of the supporting evidence stated above, there is no way that this ad can be construed as deceiving. We understand the disappointment of the Customer, and still hope to work with them in the future with any of their automotive needs moving forward. At Diehl Automotive, we take advertising very seriously, and as such, we never seek out to mislead or deceive any prospective, or current, customers.Sincerely,[redacted], Esq.Diehl Automotive