Thanks for the opportunity to respondOn 12-we replaced a failed window regulator in the rh front door of Ms***'s EOSThe window raised up and down when it did not beforeMs*** called to state that the window did not align correctlyI personally went over to pick up the
vehicle at the customers work, and gave her a loaner vehicle to use while we investigated the problemUpon investigation we determined that the rh front window control module was not working correctlyThis is a part that was likely bad at the original repairHad we determined this at the original repair the part would have been in the original estimateSince we did not determine that the part was failed I agreed to replace the motor free of chargeWhile working on the vehicle we noticed that the customers battery was very weak and advised her of this. The customer declined to replace the batteryWe then delivered the vehicle back to the customerThe next corrospondance from the customer stated there was a wind noise at the rh window and essentially blamed Neil Huffman for the failed battery, the alignment of the rear deck lid, disfigured door trim on the lh side front door ( opposite side of the car from our work) and a lh door switch that worked in reverse. I informed the customer that we were responsible only for the area of the car that we repaired ( rh front door) and would not repair the deck lid, battery, trim or switchShe isisted that I come pick up the car, to which I refused until we had an understanding that we would look into the rh door issue onlyI never told the customer not to return, but simply that I would not fix the car if we were expected to repair all the other itemsShe agreed to this, I picked up the car,( again providing a loaner) adjusted the window to remove the noise, reversed her switch ( for free) and explained that her decklid was simply not closed correctly, showing a door ajar light on the dashI had the vehicle washed and delivered it to herAfterward I received a nice thank you email from the customerAll of this was conducted via email and I can supply all emails if needed
Neil Huffman VolkswagenMarch 26, 2018*** ***
*** *** ***
*** ** *** ***
*** ** ***
*** *** *** ** ***
Ms***:This letter acknowledges receipt of the above reference complaintAs you know, the Neil Huffman Auto Group
appreciates the opportunity to respond whenever a customer complaint is brought to our attention.Customer service and satisfaction is of the highest importance to the staff of Neil Huffman Volkswagen and I am pleased to report that we reached out to Ms*** in order to resolve the matterMs***'s vehicle was seen in the service department and has since been returned to Ms***.Again, thank you for your assistance with this matterShould you have any questions or require further information, please do not hesitate to contact me.Sincerely,*** ***
June 26, *** *** Revdex.com S4th Street Louisville, KY 40203- RE: *** * ***, Complaint ID *** *** *** This
letter acknowledges receipt of the above reference complaintAs you know, the Neil Huffman Auto Group appreciates the opportunity to respond whenever a customer complaint is brought to our attention Customer service and satisfaction is of the highest importance to the staff of Neil Huffman Volkswagen and we regret that Ms*** felt any measure of inconvenience as a result of her recent visit to our service departmentI am happy to report that in addition to waiving the diagnostic fee as requested by Ms***, we delivered her vehicle back to her clean and with a full tank of fuel Again, thank you for your assistance with this matterShould you have any questions or require further information, please do not hesitate to contact me Sincerely, *** ***
Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Attached is a copy of the published coupon Huffman VW consistently refuses to fully honor
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Here is a company that appears to "kick you when you are down" and then "breaks their arm patting themselves on their back". Had I known they would refuse to honor their published 15% discount coupon, charge 13% to 23% more than the MSRP for parts ANDs charge three hours to do a job that is supposed to be done in two hours at a labor rate 14% higher than their peers I would have gone elsewhere and spent the weekend in Louisville, enjoying the city
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform
this action and, if it does, will consider this complaint resolved
Regards,
*** ***
May 17, *
*** ***
*** *** ***
*** ** *** ***
*** ** ***
*
*** *** *** *** ** *** *** *** This letter acknowledges
receipt of the above reference complaintAs you know, the Neil Huffman Auto Group appreciates the opportunity to respond whenever a customer complaint is brought to our attention I am sorry to report that we are unable to provide *** *** with information regarding the accessing of his credit report without additional informationA search of our Customer Database for *** ***’s name returns no results for the past two yearsAccordingly, in order to be able to respond fully to *** ***’s complaint, we are requesting that he provide a copy of his credit reports showing where Neil Huffman Imports accessed his credit Again, thank you for your assistance with this matterShould you have any questions or require further information, please do not hesitate to contact me Sincerely, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[ORIGINAL COMPLAINT: June 13, REF: Service Department at Neil Huffman VW To whom it may concern, I, *** *** had my VW CC Lux towed to the Neil Huffman Volkswagen dealer located at Dixie Highway, Louisville KY on Tuesday, June 6, Prior to having my vehicle towed I contacted the Volkswagen service department and spoke with *** *** at am, and explained to him what was occurring with my vehicle and asked if I could have it towed in as I was unable to drive the vehicleHe stated, "Yes that would be fine." My insurance (***) towed my vehicle to the dealership and was expected to arrive there by No one from the dealership contacted me to inform me that my vehicle had arrived, I called and spoke with *** *** at pm, for him to inform me of the issues with my vehicleAfter finding out what was wrong with my vehicle, and his recommendations he stated that parts would need to be ordered and I told him that I would contact him back later in the eveningI called *** *** back at pm and stated that I would like everything repaired that was covered under the warranty and he said he understoodHe told me that the parts would be orderedOn June 7, I called numerous times to the dealer in order to check the status of my vehicle as well as to find out if the parts had been orderedI was told that the parts weren't in yet, they were in route and I asked when I could expect my vehicle to be complete and available for me to pick it up*** stated to me that my vehicle would be ready by Friday, June 9, sometime in the afternoonI called in to speak with *** Friday, June 9, at am, and was told by the receptionist that he was out on an emergency and would not be back in until Monday, June 12, At this point I have become very frustrated and I asked her who could I speak to in reference to my vehicle, as no one had contacted me to inform me if my vehicle was ready or notI asked to speak with a manager and she informed me that the manager was also out until the following weekShe was very helpful, she took my name and number and told me she would contact me back with more details pertaining to my vehicleSome time had went by and I decided to contact Neil Huffman back to see what was taking place, I expressed my frustration to the lady once again, I told her that I feel that the customer service was very poor, I have not been contacted by anyone, I am the one doing all the contactingI was not offered a vehicle, *** seemed as if he was incompetent (not sure as to what to do or what was going on)I asked to speak to someone who could help me and tell me what was going on with my vehicleShe did let me speak with a technician he was very helpful, he also informed me that *** *** would return to work on Saturday, June 10, 2017; and I asked him are you sure because I was told he wouldn't be in until Monday, June 12, due to an emergency he stated, "He will be here, I am scheduled to work with him." I asked him if there was a manager I could speak to he said yes the GSM, he transferred me to his voicemail and I left a messageI received a call back from the GSM ***, he was not very welcoming or friendly, he seemed a bit aggressive on the telephoneI was trying to explain what was taking place with me and my vehicle and he was adamant in telling me the parts were ordered and your car will be ready Monday, June 12, I tried telling him, I wasn't offered anything, no vehicle and I was without a car, certainly wasn't anything he was interested in hearingToday, June 12, at am I called the Neil Huffman Volkswagen dealer to check the status of my vehicle and spoke with *** ***I asked when my vehicle would be ready he stated, "They are working on your car and it should be ready by or PM today." My fiancé called also to check the status and was speaking with *** and was told that he was being argumentative and that he (***) ordered parts for the vehicle and then we decided we didn't want the work completedCertainly not the case, when we spoke with *** later that evening we told him we were not interested in the Wastegate/Overboost ValveHe was inquiring what could be done since the vehicle had been there since Tuesday, June 6, 2017, lack of communication and customer service and no vehicle was ever offered to meThe issue I have with this entire business is the customer service lacks greatly, no one was contacting me to keep me up to date on my vehicle, I was doing all the communicating (calling) and I felt as though I was being given the run aroundI was not offered a loaner vehicle, I was not offered anythingThe only individuals who were helpful was the receptionist and the technician that I spoke to on Friday, unsure of his nameThe GSM made me feel terrible, as he was not interested in one thing I (the customer) had to say, as if I was bothering himI have never had an experience like this at Neil Huffman VolkswagenCurrently speaking (June 12, at am), I have not received my vehicle, but was told it should be ready for pick up today (June 12, 2017), I am very unhappy with the service I was givenUPDATE: My vehicle was to be completed with all repairs as I was told by *** *** on June 12, at amHowever, prior to heading to the dealer I decided to call and ensure my vehicle would be readyI called Neil Huffman VW service department and spoke with *** *** at pm, I asked was my vehicle ready he (***) placed me on hold and returned to tell me that my vehicle was not ready that the technician had to order additional fuel injectorsI asked ***, Why didn't you call me to inform me that my vehicle was not ready, he stated, He hadn't went to check and that they are short staffedI asked is it not proper customer service to contact the customer and keep them up to date on their vehicle? He said nothingI also asked him why weren't all the fuel injectors ordered when you ordered the one, he said the technician wasn't certain that were needed*However that is certainly not a true statement, on June 7, I asked *** *** to send me an email with all the details of what needed to be repaired on my vehicleHe sent an email at pm on June 7, (attached copy) with a PDF file attachment of the repair request and on that repair request it shows that (4) fuel injectors were needed, so why was the correct amount not ordered? RECENT COMPLAINT: July 19, I contacted Mr*** on July 19, via email (Good morning Mr***, I am contacting you this morning in reference to my VW CC that was brought in on 06/06/and delivered to my home on 06/13/My vehicle has continuously stalled and sluggish, and the EPC and Engine light have once again returnedI have taken it to have the check engine light diagnostic read to me and I was due to my oilI was asked when the last time my oil had been changed, I referenced my paperwork from when my vehicle was with Neil Huffman which states 06/13/Installed SYN5W40: 5WSYNTHETIC OIL QTY:5, also states Installed *** QTY:However, there is not a trace of oil within my vehicle and I am certain a vehicle does not go through oil in days or lessSo now my vehicle is worse than it was when brought in to you on 06/06/2017)This email was to inform him of issues that were still on going with my vehicleI was then contacted by the Neil Huffman VW Service Department Director via email and he stated: Good Morning ***: Sorry to hear about the trouble with your CCMr*** is in a meeting today and requested that I reach out to youI would like to make arrangements, to have your vehicle brought inIf no oil is registering on the dipstick & or the warning lights are on, I would like to have the vehicle towed? I can get one of my drivers to bring out a loaner if that makes it easier for you? Please let me know if that is acceptable, and I will get that set upIf you could please let me know what address the vehicle is at & how the tow truck driver can get the keys? I will also need a copy of your driver's license & insurance information for the loanerThere will be no cost to you for this vehicle, I need the information for purposesOnce the vehicle gets here I will follow the repair process and keep you updatedAgain my apologies for this situationMy contact information is attachedThanks, *** *** Parts and Service Director Neil Huffman Mazda, VW, Subaru *** Parts Direct *** ***.***@NeilHuffman.com MY RESPONSE: Good morning ***: I appreciate your promptness in dealing with this matterHowever, why should it have to come to this? I could have taken my CC to anyone but chose to have my vehicle serviced with your company at your particular locationWhy you ask? Well, your mission statement (to sum it up) states that you treat the needs of each individual customer with paramount concernIt also states that you enjoy the challenge of meeting and exceeding these standards each and every timeI can honestly state that my needs were not even remotely met, and you did not exceed in any of these standards that your company stands behindYour customer service is lacking at bestYour service staff are very unprofessional and very rudeWhat did I do to deserve this treatment? I am a hardworking woman who works on a military installation days a weekWhen I leave work every day my job still isn’t completeI have a ** *** *** *** who depends on me to meet her needsAs a single parent it is my responsibility to do thatThis includes reliable transportationYour service department has dropped the ball numerous timesHowever, this time in particular my safety, the safety of my ***, and the safety of others on the road with me were compromised and put at risk greatlyThis is unacceptableHow can your service department state that oil was put in the vehicle when indeed it is dry? I am not a hard person to deal with and I certainly shouldn't be made to apologize or feel bad for anythingI expected your company (Neil Huffman) to live up to the exceptional customer service that you all pride yourself in givingI do not wish to involve an attorney, but I most certainly will if these issues are not resolved promptlyI wish to accept your offer of a loanerI expect it to be in great working condition, properly and fully fueled, and SAFEI don't drive any car so I don't expect the loaner to be just any kind of carI will accept the loaner and I am presently at my place of employment so the address for the towing pick up will be 1*** *** *** *** *** *** ** ***A copy of my driver's license and insurance is attachedI look forward to having these issues resolved quicklyRespectfully, *** *** Personnel Information *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** contacted me verbally on my cell phone to discuss with me the options of my vehicle and the reasons the problems were occurringHe stated that the oil was internal within the engineThe issues that he stated have nothing to do with the fact that my vehicle has no oil, has not had any oil for days, and here I am under the impression that my vehicle had an oil change per the documentation provided by Neil Huffman upon the return of my vehicleAfter this conversation I emailed and stated I would be seeking an attorney (Good afternoon ***: Per the last verbal communication pertaining to my CCNeil Huffman does not have to tow my vehicle at this time nor provide a loaner vehicleI have consulted with an attorney and all communication will be through himThank you)I had to take my vehicle to a location (***, Elizabethtown KY) in order to have a diagnostic completed also to have the oil issue resolvedAs the mechanic checked my oil once again I was told there was less that a liter of oil within my vehicle, also the oil filter was blackI asked him to check if there was oil within my engine and there was no sign of oilAs of today July 20, my check engine light is now flashing as well as the EPC light onThe flashing check engine light per the Volkswagen Manual states MISFIRE, WHICH CAN DAMAGE THE CATALYTIC CONVERTER - CAREFULLY DRIVE, the EPC light per the Volkswagen Manual states ENGINE CONTROL MALFUNCTION (ELECTRONIC POWER CONTROL), HAVE ENGINE CHECKED IMMEDIATELY! The customer service of Neil Huffman is below standards as well as the repairing of vehicles.At this point I am unsure as to what would be reasonable, as I am out of a vehicleI have damages to my vehicle that would not be if my vehicle had been repaired properly.]
Regards,
*** ***
This letter acknowledges receipt of the above reference complaintAs you know, the Neil Huffman Auto Group appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I deeply regret that Ms*** was dissatisfied with her recent experience at the Dealership
Customer service and satisfaction is of the highest importance to all of our staffWe apologize for the delay in our response but in the interim we have been working to provide Ms*** the information necessary to have the inquiry removed from her credit butI have received confirmation that the inquiry dated September 9, has been removed from Ms***'s file.Again thank you for your assistance with this matterShould you have any questions or require further information, please do not hesitate to contact me.Sincerely,*** ***See attached copy for original letter
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to...
perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will...
consider this complaint resolved.
Regards,
[redacted]
Mr.[redacted] was given a quote of all charges before work was performed and agreed to the charges. He didn't have an appointment being he was from out of town and we managed to help him out so he could get back on the road. Mr. [redacted] was also given a discount of nearly $140.00. The Neil Huffman service department feels it did a great service in getting MR.[redacted] in at a very competitive price. Thank you.
At this time we have Mrs. [redacted] is in a loaner car and we should have her plate in later this week. We're very sorry for the delay in this matter.
After looking at the repair order and talking with my service manager, I believe we gave exceptional service . We let you know the price upfront and gave $150.00 discount. I'm truly sorry that you are upset,but I feel we did nothing out of the ordinary .
Complaint has been taken care of, thank you
Thanks for the opportunity to respondOn 12-we replaced a failed window regulator in the rh front door of Ms***'s EOSThe window raised up and down when it did not beforeMs*** called to state that the window did not align correctlyI personally went over to pick up the
vehicle at the customers work, and gave her a loaner vehicle to use while we investigated the problemUpon investigation we determined that the rh front window control module was not working correctlyThis is a part that was likely bad at the original repairHad we determined this at the original repair the part would have been in the original estimateSince we did not determine that the part was failed I agreed to replace the motor free of chargeWhile working on the vehicle we noticed that the customers battery was very weak and advised her of this. The customer declined to replace the batteryWe then delivered the vehicle back to the customerThe next corrospondance from the customer stated there was a wind noise at the rh window and essentially blamed Neil Huffman for the failed battery, the alignment of the rear deck lid, disfigured door trim on the lh side front door ( opposite side of the car from our work) and a lh door switch that worked in reverse. I informed the customer that we were responsible only for the area of the car that we repaired ( rh front door) and would not repair the deck lid, battery, trim or switchShe isisted that I come pick up the car, to which I refused until we had an understanding that we would look into the rh door issue onlyI never told the customer not to return, but simply that I would not fix the car if we were expected to repair all the other itemsShe agreed to this, I picked up the car,( again providing a loaner) adjusted the window to remove the noise, reversed her switch ( for free) and explained that her decklid was simply not closed correctly, showing a door ajar light on the dashI had the vehicle washed and delivered it to herAfterward I received a nice thank you email from the customerAll of this was conducted via email and I can supply all emails if needed
Neil Huffman VolkswagenMarch 26, 2018*** ***
*** *** ***
*** ** *** ***
*** ** ***
*** *** *** ** ***
Ms***:This letter acknowledges receipt of the above reference complaintAs you know, the Neil Huffman Auto Group
appreciates the opportunity to respond whenever a customer complaint is brought to our attention.Customer service and satisfaction is of the highest importance to the staff of Neil Huffman Volkswagen and I am pleased to report that we reached out to Ms*** in order to resolve the matterMs***'s vehicle was seen in the service department and has since been returned to Ms***.Again, thank you for your assistance with this matterShould you have any questions or require further information, please do not hesitate to contact me.Sincerely,*** ***
June 26, *** *** Revdex.com S4th Street Louisville, KY 40203- RE: *** * ***, Complaint ID *** *** *** This
letter acknowledges receipt of the above reference complaintAs you know, the Neil Huffman Auto Group appreciates the opportunity to respond whenever a customer complaint is brought to our attention Customer service and satisfaction is of the highest importance to the staff of Neil Huffman Volkswagen and we regret that Ms*** felt any measure of inconvenience as a result of her recent visit to our service departmentI am happy to report that in addition to waiving the diagnostic fee as requested by Ms***, we delivered her vehicle back to her clean and with a full tank of fuel Again, thank you for your assistance with this matterShould you have any questions or require further information, please do not hesitate to contact me Sincerely, *** ***
Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Attached is a copy of the published coupon Huffman VW consistently refuses to fully honor
Regards,
*** ***
Please see the attached response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Here is a company that appears to "kick you when you are down" and then "breaks their arm patting themselves on their back". Had I known they would refuse to honor their published 15% discount coupon, charge 13% to 23% more than the MSRP for parts ANDs charge three hours to do a job that is supposed to be done in two hours at a labor rate 14% higher than their peers I would have gone elsewhere and spent the weekend in Louisville, enjoying the city
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform
this action and, if it does, will consider this complaint resolved
Regards,
*** ***
May 17, *
*** ***
*** *** ***
*** ** *** ***
*** ** ***
*
*** *** *** *** ** *** *** *** This letter acknowledges
receipt of the above reference complaintAs you know, the Neil Huffman Auto Group appreciates the opportunity to respond whenever a customer complaint is brought to our attention I am sorry to report that we are unable to provide *** *** with information regarding the accessing of his credit report without additional informationA search of our Customer Database for *** ***’s name returns no results for the past two yearsAccordingly, in order to be able to respond fully to *** ***’s complaint, we are requesting that he provide a copy of his credit reports showing where Neil Huffman Imports accessed his credit Again, thank you for your assistance with this matterShould you have any questions or require further information, please do not hesitate to contact me Sincerely, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[ORIGINAL COMPLAINT: June 13, REF: Service Department at Neil Huffman VW To whom it may concern, I, *** *** had my VW CC Lux towed to the Neil Huffman Volkswagen dealer located at Dixie Highway, Louisville KY on Tuesday, June 6, Prior to having my vehicle towed I contacted the Volkswagen service department and spoke with *** *** at am, and explained to him what was occurring with my vehicle and asked if I could have it towed in as I was unable to drive the vehicleHe stated, "Yes that would be fine." My insurance (***) towed my vehicle to the dealership and was expected to arrive there by No one from the dealership contacted me to inform me that my vehicle had arrived, I called and spoke with *** *** at pm, for him to inform me of the issues with my vehicleAfter finding out what was wrong with my vehicle, and his recommendations he stated that parts would need to be ordered and I told him that I would contact him back later in the eveningI called *** *** back at pm and stated that I would like everything repaired that was covered under the warranty and he said he understoodHe told me that the parts would be orderedOn June 7, I called numerous times to the dealer in order to check the status of my vehicle as well as to find out if the parts had been orderedI was told that the parts weren't in yet, they were in route and I asked when I could expect my vehicle to be complete and available for me to pick it up*** stated to me that my vehicle would be ready by Friday, June 9, sometime in the afternoonI called in to speak with *** Friday, June 9, at am, and was told by the receptionist that he was out on an emergency and would not be back in until Monday, June 12, At this point I have become very frustrated and I asked her who could I speak to in reference to my vehicle, as no one had contacted me to inform me if my vehicle was ready or notI asked to speak with a manager and she informed me that the manager was also out until the following weekShe was very helpful, she took my name and number and told me she would contact me back with more details pertaining to my vehicleSome time had went by and I decided to contact Neil Huffman back to see what was taking place, I expressed my frustration to the lady once again, I told her that I feel that the customer service was very poor, I have not been contacted by anyone, I am the one doing all the contactingI was not offered a vehicle, *** seemed as if he was incompetent (not sure as to what to do or what was going on)I asked to speak to someone who could help me and tell me what was going on with my vehicleShe did let me speak with a technician he was very helpful, he also informed me that *** *** would return to work on Saturday, June 10, 2017; and I asked him are you sure because I was told he wouldn't be in until Monday, June 12, due to an emergency he stated, "He will be here, I am scheduled to work with him." I asked him if there was a manager I could speak to he said yes the GSM, he transferred me to his voicemail and I left a messageI received a call back from the GSM ***, he was not very welcoming or friendly, he seemed a bit aggressive on the telephoneI was trying to explain what was taking place with me and my vehicle and he was adamant in telling me the parts were ordered and your car will be ready Monday, June 12, I tried telling him, I wasn't offered anything, no vehicle and I was without a car, certainly wasn't anything he was interested in hearingToday, June 12, at am I called the Neil Huffman Volkswagen dealer to check the status of my vehicle and spoke with *** ***I asked when my vehicle would be ready he stated, "They are working on your car and it should be ready by or PM today." My fiancé called also to check the status and was speaking with *** and was told that he was being argumentative and that he (***) ordered parts for the vehicle and then we decided we didn't want the work completedCertainly not the case, when we spoke with *** later that evening we told him we were not interested in the Wastegate/Overboost ValveHe was inquiring what could be done since the vehicle had been there since Tuesday, June 6, 2017, lack of communication and customer service and no vehicle was ever offered to meThe issue I have with this entire business is the customer service lacks greatly, no one was contacting me to keep me up to date on my vehicle, I was doing all the communicating (calling) and I felt as though I was being given the run aroundI was not offered a loaner vehicle, I was not offered anythingThe only individuals who were helpful was the receptionist and the technician that I spoke to on Friday, unsure of his nameThe GSM made me feel terrible, as he was not interested in one thing I (the customer) had to say, as if I was bothering himI have never had an experience like this at Neil Huffman VolkswagenCurrently speaking (June 12, at am), I have not received my vehicle, but was told it should be ready for pick up today (June 12, 2017), I am very unhappy with the service I was givenUPDATE: My vehicle was to be completed with all repairs as I was told by *** *** on June 12, at amHowever, prior to heading to the dealer I decided to call and ensure my vehicle would be readyI called Neil Huffman VW service department and spoke with *** *** at pm, I asked was my vehicle ready he (***) placed me on hold and returned to tell me that my vehicle was not ready that the technician had to order additional fuel injectorsI asked ***, Why didn't you call me to inform me that my vehicle was not ready, he stated, He hadn't went to check and that they are short staffedI asked is it not proper customer service to contact the customer and keep them up to date on their vehicle? He said nothingI also asked him why weren't all the fuel injectors ordered when you ordered the one, he said the technician wasn't certain that were needed*However that is certainly not a true statement, on June 7, I asked *** *** to send me an email with all the details of what needed to be repaired on my vehicleHe sent an email at pm on June 7, (attached copy) with a PDF file attachment of the repair request and on that repair request it shows that (4) fuel injectors were needed, so why was the correct amount not ordered? RECENT COMPLAINT: July 19, I contacted Mr*** on July 19, via email (Good morning Mr***, I am contacting you this morning in reference to my VW CC that was brought in on 06/06/and delivered to my home on 06/13/My vehicle has continuously stalled and sluggish, and the EPC and Engine light have once again returnedI have taken it to have the check engine light diagnostic read to me and I was due to my oilI was asked when the last time my oil had been changed, I referenced my paperwork from when my vehicle was with Neil Huffman which states 06/13/Installed SYN5W40: 5WSYNTHETIC OIL QTY:5, also states Installed *** QTY:However, there is not a trace of oil within my vehicle and I am certain a vehicle does not go through oil in days or lessSo now my vehicle is worse than it was when brought in to you on 06/06/2017)This email was to inform him of issues that were still on going with my vehicleI was then contacted by the Neil Huffman VW Service Department Director via email and he stated: Good Morning ***: Sorry to hear about the trouble with your CCMr*** is in a meeting today and requested that I reach out to youI would like to make arrangements, to have your vehicle brought inIf no oil is registering on the dipstick & or the warning lights are on, I would like to have the vehicle towed? I can get one of my drivers to bring out a loaner if that makes it easier for you? Please let me know if that is acceptable, and I will get that set upIf you could please let me know what address the vehicle is at & how the tow truck driver can get the keys? I will also need a copy of your driver's license & insurance information for the loanerThere will be no cost to you for this vehicle, I need the information for purposesOnce the vehicle gets here I will follow the repair process and keep you updatedAgain my apologies for this situationMy contact information is attachedThanks, *** *** Parts and Service Director Neil Huffman Mazda, VW, Subaru *** Parts Direct *** ***.***@NeilHuffman.com MY RESPONSE: Good morning ***: I appreciate your promptness in dealing with this matterHowever, why should it have to come to this? I could have taken my CC to anyone but chose to have my vehicle serviced with your company at your particular locationWhy you ask? Well, your mission statement (to sum it up) states that you treat the needs of each individual customer with paramount concernIt also states that you enjoy the challenge of meeting and exceeding these standards each and every timeI can honestly state that my needs were not even remotely met, and you did not exceed in any of these standards that your company stands behindYour customer service is lacking at bestYour service staff are very unprofessional and very rudeWhat did I do to deserve this treatment? I am a hardworking woman who works on a military installation days a weekWhen I leave work every day my job still isn’t completeI have a ** *** *** *** who depends on me to meet her needsAs a single parent it is my responsibility to do thatThis includes reliable transportationYour service department has dropped the ball numerous timesHowever, this time in particular my safety, the safety of my ***, and the safety of others on the road with me were compromised and put at risk greatlyThis is unacceptableHow can your service department state that oil was put in the vehicle when indeed it is dry? I am not a hard person to deal with and I certainly shouldn't be made to apologize or feel bad for anythingI expected your company (Neil Huffman) to live up to the exceptional customer service that you all pride yourself in givingI do not wish to involve an attorney, but I most certainly will if these issues are not resolved promptlyI wish to accept your offer of a loanerI expect it to be in great working condition, properly and fully fueled, and SAFEI don't drive any car so I don't expect the loaner to be just any kind of carI will accept the loaner and I am presently at my place of employment so the address for the towing pick up will be 1*** *** *** *** *** *** ** ***A copy of my driver's license and insurance is attachedI look forward to having these issues resolved quicklyRespectfully, *** *** Personnel Information *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** contacted me verbally on my cell phone to discuss with me the options of my vehicle and the reasons the problems were occurringHe stated that the oil was internal within the engineThe issues that he stated have nothing to do with the fact that my vehicle has no oil, has not had any oil for days, and here I am under the impression that my vehicle had an oil change per the documentation provided by Neil Huffman upon the return of my vehicleAfter this conversation I emailed and stated I would be seeking an attorney (Good afternoon ***: Per the last verbal communication pertaining to my CCNeil Huffman does not have to tow my vehicle at this time nor provide a loaner vehicleI have consulted with an attorney and all communication will be through himThank you)I had to take my vehicle to a location (***, Elizabethtown KY) in order to have a diagnostic completed also to have the oil issue resolvedAs the mechanic checked my oil once again I was told there was less that a liter of oil within my vehicle, also the oil filter was blackI asked him to check if there was oil within my engine and there was no sign of oilAs of today July 20, my check engine light is now flashing as well as the EPC light onThe flashing check engine light per the Volkswagen Manual states MISFIRE, WHICH CAN DAMAGE THE CATALYTIC CONVERTER - CAREFULLY DRIVE, the EPC light per the Volkswagen Manual states ENGINE CONTROL MALFUNCTION (ELECTRONIC POWER CONTROL), HAVE ENGINE CHECKED IMMEDIATELY! The customer service of Neil Huffman is below standards as well as the repairing of vehicles.At this point I am unsure as to what would be reasonable, as I am out of a vehicleI have damages to my vehicle that would not be if my vehicle had been repaired properly.]
Regards,
*** ***
This letter acknowledges receipt of the above reference complaintAs you know, the Neil Huffman Auto Group appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I deeply regret that Ms*** was dissatisfied with her recent experience at the Dealership
Customer service and satisfaction is of the highest importance to all of our staffWe apologize for the delay in our response but in the interim we have been working to provide Ms*** the information necessary to have the inquiry removed from her credit butI have received confirmation that the inquiry dated September 9, has been removed from Ms***'s file.Again thank you for your assistance with this matterShould you have any questions or require further information, please do not hesitate to contact me.Sincerely,*** ***See attached copy for original letter
This matter has been handled and refund check sent to customer. SORRY for any inconvenience.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to...
perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will...
consider this complaint resolved.
Regards,
[redacted]
This complaint has been handled and car delivered to customer. Thank you
Mr.[redacted] was given a quote of all charges before work was performed and agreed to the charges. He didn't have an appointment being he was from out of town and we managed to help him out so he could get back on the road. Mr. [redacted] was also given a discount of nearly $140.00. The Neil Huffman service department feels it did a great service in getting MR.[redacted] in at a very competitive price. Thank you.
At this time we have Mrs. [redacted] is in a loaner car and we should have her plate in later this week. We're very sorry for the delay in this matter.
After looking at the repair order and talking with my service manager, I believe we gave exceptional service . We let you know the price upfront and gave $150.00 discount. I'm truly sorry that you are upset,but I feel we did nothing out of the ordinary .
This complaint has been taken care of and refund issued. Thank you [redacted]