Dirito Bros Walnut Creek Volkswagen

I did check the records and [redacted] did send it into the shop and had a master VW tech look at it and on the customers invoice it says from the tech "Connected phone and performed wiggle test and the connection was interruptedRecommend using a different cable" We did not tell her to buy a new phone and that was in 07/22/We are not responsible if a customer buys a new phone

Initial Business Response / [redacted] (1000, 8, 2015/09/25) */ The customer states we failed to diagnose the low oil pressure issueAt no time during our testing did we find the car to be low on oil pressureWe did find however the car to be low on oil levelThis may result in low oil pressure on turns and hillsAlso its seems the customer did not follow the factory recommend maintenance schedule of an oil change every 10,miles and the oil was at a low level as a resultWe have ask for receipts to verify his responsibility of following the owner's manual and have only received two so far The timing jump may not be related to the low oil pressure lightWe have never verified a low oil pressure condition to justify an internal look into the engine as the customer states should have happenedThe customer also states we should have driven the car minutes with oil pressure gauge attached to verify a low oil pressure issue, however we were following VW's diagnostic procedures and that was not their policyAlso the tires are wear past the wear indicators and are legally bald with metal showing through and its unsafe to driveWe have offered to help the customer with our internal rate for a new or used engine and have offered to help with trading the car in for another carMr [redacted] has tried to blame VW corporate and they have denied the claim and is now trying to put the blame on our dealership Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/10/19) */ :My car was left in shambles after being in the hands of [redacted] Brothers Walnut Creek VW On Friday October 9th, I picked up my car (VW CC) from [redacted] BrothersThe vehicle had been at [redacted] Brothers since mid June as we sought to resolve a problem that caused my car's engine to failWe were not able to come to a resolution that was acceptable to both parties and as such I had my car towed from the dealership Upon getting my car home, I noticed the following: 1-My drivers side power window is now inoperable and it is stuck in the down position (it was working fine when the car was brought in) 2-My drivers side window and rear passenger [redacted] were covered with plasticMasking tape was used to secure the plastic and the tape has been on the car so long that I am unable to remove it from the body of the car (I have pictures)despite trying several different automobile adhesive removers 3- [redacted] removed almost half of the top of my engine (the cam shaft is completely visible for example) without my permission and left the engine in piecesA number of the parts (I have pictures) they removed were found in a box in the back seat of the car, and others were left on top of the engine itself (under the hood) DESIRED RESOLUTION::I want [redacted] to pay me the amount of money it will take to: 1-Restore my driver's side window to fully operational condition 2-Remove the tape adhesive from the body of my car 3-Put my engine back together

Complaint: ***I am rejecting this response because:Sincerely,*** *** *** told me that he tested it and he used his phone and a co workers phoneAnd it workedIf the tech saw it lost connection then why didn't he set it up to have it fixed? *** told me that it was my phone because his and his co workers phones worked*** said they ask the service advisers to check this out to save to time for the techs

Initial Business Response /* (1000, 8, 2015/09/25) */
The customer states we failed to diagnose the low oil pressure issueAt no time during our testing did we find the car to be low on oil pressureWe did find however the car to be low on oil levelThis may result in low oil pressure on
turns and hillsAlso its seems the customer did not follow the factory recommend maintenance schedule of an oil change every 10,miles and the oil was at a low level as a resultWe have ask for receipts to verify his responsibility of following the owner's manual and have only received two so far The timing jump may not be related to the low oil pressure lightWe have never verified a low oil pressure condition to justify an internal look into the engine as the customer states should have happenedThe customer also states we should have driven the car minutes with oil pressure gauge attached to verify a low oil pressure issue, however we were following VW's diagnostic procedures and that was not their policyAlso the tires are wear past the wear indicators and are legally bald with metal showing through and its unsafe to driveWe have offered to help the customer with our internal rate for a new or used engine and have offered to help with trading the car in for another carMr*** has tried to blame VW corporate and they have denied the claim and is now trying to put the blame on our dealership
Initial Consumer Rebuttal /* (3000, 14, 2015/10/19) */
:My car was left in shambles after being in the hands of *** Brothers Walnut Creek VW
On Friday October 9th, I picked up my car (VW CC) from *** BrothersThe vehicle had been at *** Brothers since mid June as we sought to resolve a problem that caused my car's engine to failWe were not able to come to a resolution that was acceptable to both parties and as such I had my car towed from the dealership
Upon getting my car home, I noticed the following:
1-My drivers side power window is now inoperable and it is stuck in the down position (it was working fine when the car was brought in)
2-My drivers side window and rear passenger *** were covered with plasticMasking tape was used to secure the plastic and the tape has been on the car so long that I am unable to remove it from the body of the car (I have pictures)despite trying several different automobile adhesive removers
3-*** removed almost half of the top of my engine (the cam shaft is completely visible for example) without my permission and left the engine in piecesA number of the parts (I have pictures) they removed were found in a box in the back seat of the car, and others were left on top of the engine itself (under the hood)
DESIRED RESOLUTION::I want *** to pay me the amount of money it will take to:
1-Restore my driver's side window to fully operational condition
2-Remove the tape adhesive from the body of my car
3-Put my engine back together

Initial Business Response /* (1000, 10, 2014/05/12) */
In response to case number *** *** ***, Dirito Brothers had been in contact with customer and responded to customer that the car had been Certified and was sold up to those standardsWe discussed this with him and went thru
the inspection sheet including the tiresThe car was safe to drive and we did not cover wear and tear itemsBoth our Used Car manager and General Manager talked with customer to explain that the tires were compliant and safe At this time there is no other communications or actions being taken
Sincerely,
*** *** GSM
Initial Consumer Rebuttal /* (3000, 12, 2014/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is what inspection sheet says:
Item 110: Tire Wear: No Unusual Wear Pattern
I was asking about wear pattern on one of the tire that concerned me at the day of the purchaseSalesman explained me, that it is normalLater on, after I've noticed that car is slippery on a wet road and went to independent repair shopIt gave me a notice that tire that I was concerned about at the day of car purchase had edge wear and is a safety concernTire looked the same as in the day of car purchaseI have a paperwork stating that the tire has an edge wear from that repair shop, as well as similar paperwork from another repair shop
Item 73: Overall Road Feel: No AbDriving Response/No AbNoise
I was concerned about the noise from another tire from the day of the purchaseTire turned out to be cupped, and also a safety concernHave a paperwork stating this from an independent facility
Because I have noticed these issues at the time of purchase, I believe that certification was not done good enoughThey have also mislead me, telling me that there are no issues on my direct question on the tire

I spend almost $3,000.00 including the parts that I provided them for the emission problem of my car. Upon completion of the repair [redacted], calls us to get the car and ready for the smog test. We paid them the exact amount for the services they rendered, but when we took the car to the [redacted] it says " CHECK" EMISSION WORKSHOP 1, the technician told us that they didn't do anything because they were not able to fix and the problem of the car is still there. My car runs good except that there is a problem for the smog and nothing else but when we called [redacted], she was on vacation. We waited for her for 7 days until she returned back to work and told her that the problem of the car is still there. We were thinking that they are going to re -fix once again the car, but I was surprised she is requesting once again for $900.00. How can you trust them that you have already spent so much, and then they ask again for payments that they are not yet fixing the main problem of the car. If you spend much for services you are expecting for good service of this repair shop, You are expecting that they will fix the problem of your car. but here, we spent the money for nothing. They are not sure of what they are doing with the car and don't know how to give solution to the main problem. They are just experimenting with your car and not knowledgeable to do the repair. I was so sad, I save money for this repair but nothings happen. This will serve as a lesson for us.

I did check the records and [redacted] did send it into the shop and had a master VW tech look at it and on the customers invoice it says from the tech "Connected phone and performed wiggle test and the connection was interrupted. Recommend using a different cable"  We did not tell her to buy a new...

phone and that was in 07/22/16. We are not responsible if a customer buys a new phone.

Initial Business Response /* (1000, 8, 2015/09/25) */
The customer states we failed to diagnose the low oil pressure issue. At no time during our testing did we find the car to be low on oil pressure. We did find however the car to be low on oil level. This may result in low oil pressure on turns...

and hills. Also its seems the customer did not follow the factory recommend maintenance schedule of an oil change every 10,000 miles and the oil was at a low level as a result. We have ask for receipts to verify his responsibility of following the owner's manual and have only received two so far The timing jump may not be related to the low oil pressure light. We have never verified a low oil pressure condition to justify an internal look into the engine as the customer states should have happened. The customer also states we should have driven the car 45 minutes with oil pressure gauge attached to verify a low oil pressure issue, however we were following VW's diagnostic procedures and that was not their policy. Also the tires are wear past the wear indicators and are legally bald with metal showing through and its unsafe to drive. We have offered to help the customer with our internal rate for a new or used engine and have offered to help with trading the car in for another car. Mr. [redacted] has tried to blame VW corporate and they have denied the claim and is now trying to put the blame on our dealership.
Initial Consumer Rebuttal /* (3000, 14, 2015/10/19) */
:My car was left in shambles after being in the hands of [redacted] Brothers Walnut Creek VW.
On Friday October 9th, 2015 I picked up my car (2010 VW CC) from [redacted] Brothers. The vehicle had been at [redacted] Brothers since mid June as we sought to resolve a problem that caused my car's engine to fail. We were not able to come to a resolution that was acceptable to both parties and as such I had my car towed from the dealership.
Upon getting my car home, I noticed the following:
1-My drivers side power window is now inoperable and it is stuck in the down position (it was working fine when the car was brought in).
2-My drivers side window and rear passenger [redacted] were covered with plastic. Masking tape was used to secure the plastic and the tape has been on the car so long that I am unable to remove it from the body of the car (I have pictures)despite trying several different automobile adhesive removers.
3-[redacted] removed almost half of the top of my engine (the cam shaft is completely visible for example) without my permission and left the engine in pieces. A number of the parts (I have pictures) they removed were found in a box in the back seat of the car, and others were left on top of the engine itself (under the hood).
DESIRED RESOLUTION::I want [redacted] to pay me the amount of money it will take to:
1-Restore my driver's side window to fully operational condition
2-Remove the tape adhesive from the body of my car
3-Put my engine back together.

When she called me she told me [redacted] told her it was the phone and did not send it into the shop and she asked me why would he not send it into the shop and I was assuming this was what happened and told her that maybe he was trying to save her time and was explaining the items that could cause the problem. I was hung up on and that's when I looked up the account and found out that the car was sent into the shop to have one of my shop foremen, [redacted] look at it. I am not sure why the customer thinks [redacted] did not send it into the shop. Maybe [redacted] did not give her a copy of the invoice which had the techs notes on them.