Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you very much for all your assistance in the matter, I am very happy with the resolution of the case Regards, [redacted]
The Dorschel GroupWest Henrietta RoadRochester, NY September 4, Revdex.com, IncBryant Woods SouthAmherst, NY RE: Revdex.com Complaint ID [redacted] (submitted on August 31st, 2015) Attention: [redacted] , Complaint Handler To Whom It May Concern:It is Dorschel’s goal to have our customers leave the Service Department completely satisfied with the service performed on their vehiclesWe find it unfortunate that [redacted] had an unsatisfactory experience, and that he felt he was not given all the information that should have been provided to him regarding the estimate for service work on his Volkswagen Jetta GLITo resolve [redacted] ’s concern, we have reached out to him and provided him with a full refund for the estimate, in the amount of $This issue has been resolved with the customerShould you have any questions or need further information, please feel free to contact usSincerely,Todd T***Volkswagen Service ManagerThe Dorschel Group###-###-####
In response to the recent complaint received on 2/9/2014, for customer (complaint ID: [redacted] ) The original delay in registering the customer’s vehicle with the New Jersey Department of Motor Vehicles (DMV) was due to the customer providing us an insurance binder versus an actual insurance card (a requirement of the New Jersey DMV) The second delay in the processing of the DMV documents was due to the weather and closing of the New Jersey DMV and the back log of documents they had for processingOur DMV Advisor was in direct contact with Jupiter Tag & Title Service (a company who handles various DMV concerns, including assisting dealers with expediting turnaround time on out of state retail/lease deals)We received notice that the plates and registration were finally processed and received and were being federal expressed to the customer on 2/19/ Customer satisfaction is very important to usDue to the inconvenience the customer experienced, we provided them a check for (2) months lease payments (see attached)This incidence also provided an opportunity for us to provide additional training to our staff on the importance of communicating with our customers on a timely basis If you have any concerns or need further clarification, please do not hesitate to contact me at ###-###-#### Sincerely, [redacted] Senior Team Leader Dorschel Nissan
September 17, Revdex.com, IncBryant Woods SouthAmherst, NY RE: Revdex.com Complaint ID [redacted] Attention: [redacted] , Complaint Handler ext [redacted] Response to Complaint: In response to the recent complaint dated September 16th, (complaint ID [redacted] ) regarding a Mini Cooper with 87,miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for the unrelated repairs of the alternator and pulleyTo Whom It May Concern: Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letterThe first issue is the brake lamp and tachometer concernThe second is the alternator, pulley and belt concernAfter receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue in questionWe believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue The documentation outlines and supports a recent repair performed elsewhere regarding issue The repairs recommended and performed by Mini of Rochester resolved the customer’s issueMini of Rochester respectfully declines an offer for issue July 17th [redacted] Nobrega brought her Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issueDue to the fact we could go no further, the customer was notified to pick up her vehicleJuly 20th [redacted] picked up her vehicle and returned stating the vehicle will not go over 10mphThe vehicle was left with our service department for a diagnosisJuly 21st 2015Our technician diagnosed the vehicle as needing an alternator replacementThe alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experiencedThe service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test furtherThe customer authorized replacement of the alternator.Note: The customer stated on July 21st, at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealershipThis repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car washJuly 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the beltThe service advisor recommended replacement of the serpentine belt and pulleyThe customer stated she would call back after speaking with her parentsAt 8:56am, the customer called back and requested the service advisor call her father, [redacted] .At 9:13am, the service advisor spoke with [redacted] and explained what the technician found, along with the recommendation [redacted] mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by [redacted] (The pulley will continue to damage the belts until replaced)The repairs were authorized by [redacted] along with a request that the service advisor return the failed alternator to himThe advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairsJuly 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issueI received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customerAt 5:21pm, [redacted] responded by email and stated the collision center said they did all they can doJuly 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left offJuly 31st 2015The service advisor left a message with [redacted] stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuitAugust 3rd 2015The service advisor left a message with [redacted] at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issueAugust 6th 2015The service advisor left an additional message at 1:51pm with [redacted] due to no response on the prior attempt offering a loaner vehicle to driveWe also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhereAugust 12th 2015The service advisor left a message with [redacted] at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accidentThe advisor also mentioned there was wiring the technician found that raised some concernsThe advisor recommended we go further behind the dash to trace the wiringA return message was left by [redacted] stating the brake lamp and tachometer issue occurred during the accidentAugust 18th [redacted] emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchasedShe asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fineAugust 21st [redacted] arrived to pick up her vehicleAs her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that weekThe tires on the vehicle were mismatched and the tread on this specific tire was extremely lowAs a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tireThe tire was installed free of chargeResolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customerThe original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failureBased on the wire we observed that was installed incorrectly, there was concern other issues may be presentAs stated on repair order [redacted] dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issueThis refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both [redacted] and [redacted] , the alternator and belt were an issue prior to the vehicle coming in to Mini of RochesterAs documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurredThis alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhereIt is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of RochesterSubsequently this issue was repaired and resolved at Mini of RochesterMini of Rochester respectfully declines an offer for issue After offering [redacted] a refund in the amount of $213.79, [redacted] replied she does not accept the offerWe would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact usSincerely,Tom W [redacted] Mini of Rochester Service ManagerThe Dorschel Group
Response to Complaint: In response to the recent complaint dated September 16th, (complaint ID [redacted] ) regarding a Mini Cooper with 87,miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for the unrelated repairs of the alternator and pulley.To Whom It May Concern: Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letterThe first issue is the brake lamp and tachometer concernThe second is the alternator, pulley and belt concernAfter receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue in questionWe believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue The documentation outlines and supports a recent repair performed elsewhere regarding issue The repairs recommended and performed by Mini of Rochester resolved the customer’s issueMini of Rochester respectfully declines an offer for issue July 17th [redacted] brought her Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issueDue to the fact we could go no further, the customer was notified to pick up her vehicleJuly 20th [redacted] picked up her vehicle and returned stating the vehicle will not go over 10mphThe vehicle was left with our service department for a diagnosisJuly 21st 2015Our technician diagnosed the vehicle as needing an alternator replacementThe alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experiencedThe service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test furtherThe customer authorized replacement of the alternator.Note: The customer stated on July 21st, at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealershipThis repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car washJuly 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the beltThe service advisor recommended replacement of the serpentine belt and pulleyThe customer stated she would call back after speaking with her parentsAt 8:56am, the customer called back and requested the service advisor call her father, [redacted] .At 9:13am, the service advisor spoke with [redacted] and explained what the technician found, along with the recommendation [redacted] mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by [redacted] (The pulley will continue to damage the belts until replaced)The repairs were authorized by [redacted] along with a request that the service advisor return the failed alternator to himThe advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairsJuly 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issueI received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customerAt 5:21pm, [redacted] responded by email and stated the collision center said they did all they can doJuly 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left offJuly 31st 2015The service advisor left a message with [redacted] stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuitAugust 3rd 2015The service advisor left a message with [redacted] at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issueAugust 6th 2015The service advisor left an additional message at 1:51pm with [redacted] due to no response on the prior attempt offering a loaner vehicle to driveWe also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhereAugust 12th 2015The service advisor left a message with [redacted] at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accidentThe advisor also mentioned there was wiring the technician found that raised some concernsThe advisor recommended we go further behind the dash to trace the wiringA return message was left by [redacted] stating the brake lamp and tachometer issue occurred during the accidentAugust 18th [redacted] emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchasedShe asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fineAugust 21st [redacted] arrived to pick up her vehicleAs her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that weekThe tires on the vehicle were mismatched and the tread on this specific tire was extremely lowAs a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tireThe tire was installed free of chargeResolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customerThe original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failureBased on the wire we observed that was installed incorrectly, there was concern other issues may be presentAs stated on repair order 96015128, dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issueThis refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both [redacted] and [redacted] , the alternator and belt were an issue prior to the vehicle coming in to Mini of RochesterAs documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurredThis alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhereIt is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of RochesterSubsequently this issue was repaired and resolved at Mini of RochesterMini of Rochester respectfully declines an offer for issue After offering [redacted] a refund in the amount of $213.79, [redacted] replied she does not accept the offerWe would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact usSincerely,Tom W [redacted] Mini of Rochester Service ManagerThe Dorschel Group
January 7, Revdex.com Bryant Woods South Amherst, New York RE: Revdex.com Complaint ID [redacted] Attention: [redacted] Complaint Handler In response to [redacted] complaint submitted on 12/29/regarding her Kia Sedona, are the following facts: 1)Vehicle warranty with Kia expired on May 15, Vehicle currently has over 82,miles and the mileage warranty expired at 60,miles2)On February 18, 2011, we completed the technical service bulletin (not a recall) she refers to in her complaint as never having been done(Repair Order # [redacted] )3)On January 23, 2013, we installed a sliding door motor actuator, covered by the manufacturer warranty at that time4)On August 2, 2013, we cleaned the sliding door track of debris and replaced the sliding door control button, covered by the manufacturer warranty5)On November 11, 2013, the customer came in for a service maintenance visit, no mention of door operation issue6)May 15, – Sliding door does not close – technician found jack tools and other items in jack compartment pulling on manual release cable preventing fuel filler door from closing and the sliding door will not close (by design) with the fuel filler door open7)On March 31, – the customer came in for a service maintenance visit, no mention of sliding door issue8)December 29, – Customer states door will not openDealer forgoes diagnosis fees to determine cause to assist customerVehicle out of manufacturer warranty (82,miles)Dealer determines that sliding door control module has failedDealer offers to intercede with manufacturer to get part covered, customer responsible for labor to installCustomer declines offer stating “has no money” to pay for repairscontinued on page At this point, the issue with the customer’s vehicle rests between the customer and [redacted] the manufacturerDorschel Kia has followed the repair procedures that [redacted] the manufacturer, has recommendedThe dealer has offered to work for the customer as a advocate to assist and the customer is not inclined to participate in the repairsNo further action to be taken by Dorschel Kia Sincerely, [redacted] Dorschel Automotive Group
Please see the attached response to complaint ID [redacted] and contact me with any questionsThank you, [redacted] ***Administrative Assistant - Executive Officesp###-###-#### | f ###-###-#### [redacted] The Dorschel GroupWest Henrietta Road | Rochester, NY | www.dorschel.com
June 6, 4in;"> The Dorschel Group West Henrietta Road Rochester, NY Revdex.com, Inc Bryant Woods South Amherst, NY RE: Revdex.com Complaint # [redacted] Attention: [redacted] , Complaint Handler Response to Complaint: In response to the recent complaint received on 5/30/2014, for customer (complaint #: [redacted] ) Please find enclosed a copy of a check that was issued to the customer for $to reimburse them for the purchase of rotors and brake pads for their Toyota RAV We apologize for any misunderstandingIt is difficult to approve any service issue that we have not been able to examine in our service department The vehicle was reconditioned to Toyota’s standards, but ultimately customer satisfaction is most important to usThank you for the opportunity to work to resolve this customer’s concernIf you need any further clarification, please do not hesitate to contact me at ###-###-#### Sincerely, [redacted] Senior Team Leader Enclosure: Copy of customer reimbursement letter/check ES/dmv
March 19, class=""> The Dorschel Group West Henrietta Road Rochester, NY Revdex.com, IncBryant Woods South Amherst, NY RE: Revdex.com Complaint ID – [redacted] Attention: [redacted] , Complaint Handler Response to complaint: In response to the recent complaint dated 3/9/for customer (complaint ID: [redacted] ) On 2/7/2015, the [redacted] was brought in to Dorschel Volkswagen for serviceWe were asked to perform a diagnosis of the ‘check engine light’, along with several other itemsWe diagnosed the following: Check engine light: cause – thermostat, temperature sensor, turbo cut off valve and evaporator purge valveReplaced and performed a coolant flush due to cleanliness of fluidCheck oil leak: cause – leaking rear main sealReplaced rear main sealBlower motor only working on setting #4: cause – faulty blower resistorReplaced blower resistor Hood release not operating: cause – faulty hood release leverReplaced lever The vehicle was test driven for quality controlThe customer picked up the vehicle on 2/14/On 2/17/2015, the customer returned the vehicle stating the check engine light and radio were not operatingWe could not duplicate the check engine light and no codes for the check engine light were stored in the vehicles computerWe did find a blown fuse for the radio and replaced it at no charge to the customerThe customer picked up the vehicle on 2/18/ On 3/6/2015, the vehicle was towed in and not runningAfter diagnosis, it was determined that the timing chain inside the engine had broken, causing internal damageUnfortunately, the timing chain is located inside the engine and there is no way to detect when a failure could occur on the vehicle with 121,miles on it We offered to take the engine compartment apart, at no charge (approximately a 5-hour process) to determine the extent of the damageIn addition, the Volkswagen manufacturer offered goodwill towards the repair of the vehicleThe customer accepted the assistance and we are moving forward with completing the necessary repairs on the vehicle If you have any concerns or need further clarification, please do not hesitate to contact me Sincerely, [redacted] Volkswagen Service Manager Phone: ###-###-#### E-mail: [redacted] @dorschel.com
Attached is the response and supporting documentation for Revdex.com Complaint #***
January 22,
class=""> The Dorschel Group West Henrietta Road
Rochester, NY
Revdex.com, IncBryant Woods South
Amherst, NY
RE: Revdex.com Complaint #***
Attention: *** (Complaint Handler)
Response to Complaint:
We recently received your correspondence and complaint form filed with your office (complaint #: ***). We appreciate the opportunity to respond to the concerns presented in your letter dated January 20, The complaint was reviewed and the customer was notified that they would be receiving a reimbursement of their $insurance deductable as requested (see attached) and a sincere apology for the mishaps related to the recent repairs on their ***If you have any concerns or need further clarification, please do not hesitate to contact me at ###-###-####
Sincerely,
*** ***
Body Shop Manager
Dorschel Collision Center
Enclosures: Copy of reimbursement check
CV/dmv
If you have any difficulty opening the attachments, please contact me at ###-###-#### or e-mail ***@dorschel.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I am not complaining so much on the price of the vehicleI am complaining more on the finance chargeThe finance charge was more then half of the price of the vehicle and was not explainedAlso the kelly blue book value that the company had supplied had features that were not added, Towing packageI also did not pick the vehicle outI came to UAC to see if I could get approved for a auto loanI ask on the pricing on a ford fusionThe salesmen *** *** told me we can see if we can get you approved for a nissan muranoNext thing I knew I was signing papers I am not complainingI needed a new vehicleThe Finance charge was not explained until I got home and read all the fine printI also was not informed also that UAC would be applying to over creditors to try to get me approved for an auto loanThe response from the business stated The finance charge is directly linked to his qualificationsPlease explain my qualifications and how the finance charge is figuredI am complaining about the high finance charge that was not explained and not included in the auto loan
Regards,
*** ***
The Dorschel GroupWest Henrietta RoadRochester, NY October 5th, Revdex.com, IncBryant Woods SouthAmherst, NY RE: Revdex.com Complaint ID ***
Attention: ***, Complaint Handler ext Response to Complaint:Response to 2nd rejection from customer dated 10/14/(complaint ID ***) is belowTo Whom It May Concern:The Dorschel Group has made every effort to resolve this issue in a fair, timely, and reasonable mannerWe feel our most recent offer of $is extremely reasonable given the fact that we neither performed nor caused unnecessary repairsEach offer we have made has been rejected, with no indication from the customer what the acceptable outcome would beTo continue our good faith effort to take care of this issue, we will keep the offer of $on the table for days from the date of this letterThe Dorschel Group goes above and beyond to resolve customer issues as exhibited by our continued commitment to resolve this matterShould you have any questions or need further information, please feel free to contact usSincerely,Tom W***Mini of Rochester Service ManagerThe Dorschel Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
In response, what they are failing to identify is the fact that I have no paperwork reflecting their day offer That is the key to this The original offer said on the check they provided me as paperwork if I was to accept this offer that it was void if mileage was greater than miles from the mileage they assessed It was not the case so I am surprised that they are still not taking ownership of that matter It wasn't like I went in a whole season later let alone a crazy time lineIt is not on any paperwork I have and they were shown what they gave me again when I was there and they ignored my question to this I told them their paperwork should reflect this and all they did was insult me Below are the files of the paperwork provided to me Take note of the stared area on the check To top it off, when they gave me the check for the car, I took it to deposit it and the bank was not able to deposit it, once again another poor communication event on Dorschel's part The bank was put on hold repeatedly and sent on a wild chase to try and find out why they could not deposit it The teller was very frustrated by this and finally due to our persisting we got our answer They need to take ownership of the fact that they misrepresented the time line and if I walked into a store and found a price tag on something but it wasn't the correct price, it was the error of the store not the customer Once again, this car was in pristine condition and not the buy back I am sure they are used to I would never refer anyone to this dealership and word of mouth is a powerful thing file://localhost/Users/jennifercornwell/Pictures/iPhoto%20Library/Previews/2014/...⇄
Please see the attached response to complaint ID ***
Please contact me with any questions of concerns
Thank you,
*** ** ***
Administrative Assistant - Executive Offices
p| f*
The Dorschel Group
West Henrietta Road | Rochester, NY | www.dorschel.com
December 14, Revdex.com
B***t Woods South
Amherst, New York RE: Revdex.com Complaint #***
Attention: Schrell, Complaint Handler
In response to the complaint issued by *** *** *** 12/2/15: *** *** vehicle was first towed to Dorschel Toyota at West Henrietta Road on Tuesday, November 24th , I was notified by an employee at that location that there was a Lexus GSin the parking lotUsing the Vehicle Identification Number, I was able to find the customers information in our systemI contacted the customer to let her know that the vehicle needed to be towed to Dorschel Lexus at West Henrietta RoadThe vehicle was towed to our Lexus location later that dayI then called the customer to discuss what needed to be done, and she stated the alternator had failedShe also explained that she has a third party warranty on the vehicleI informed *** *** that the Dorschel company policy states that we do not work with third party warranty providersWe had the same discussion the previous time her vehicle was in for service on Tuesday, June 9th, *** *** declined any diagnostic work and stated she would be calling her selling dealer to make other arrangementsNo repair order was written, as we were not authorized by the customer to perform any diagnostic or repairOn Friday, November 27th, 2015, *** *** husband came to pick up the key for the vehicleThe missing plastic cover *** *** describes on her center console near the shifter sounds like the shift interlock cover, which has to be removed to tow the vehicleI have not seen the vehicle since it left Dorschel, so I can’t be certain, but what she describes in the written complaint sounds exactly like the shift interlock coverThe vehicle was towed twice, so the towing provider would certainly have removed the cover to shift the vehicle from park to neutral to allow it to rollWhen *** *** called to express her concern I suggested that she contact the towing providers used to inquire as to where the plastic cover may have been left.
*** Beattie Service Manager Dorschel Automotive
Attached is the response for customer complaint #***
If you have any issues opening the files, please do no hesitate to contact me
*** *** Executive Assistant - The Dorschel Group (e-mail:
href="mailto:[email protected]">***) (phone: ###-###-####
February 25, Response to Complaint:
In response to the recent complaint dated February 19, 2015, for customer (complaint ID: ***)
The customer purchased a Kia Soul from Upstate Auto Credit on 1/19/2015. When they
took delivery of the vehicle, they requested that we touch up some minor paint chips and scuffs on the rear bumper. We acknowledged their concern and informed them that we would order the proper paint and have them bring the vehicle back to us to perform the touch ups.Upon application of the touch up paint, we had a difficult time trying to get the paint to adhere properly. Upstate Auto Credit recognizes that this fix does not meet Mr*** standards and expectations. Therefore, we are willing to accept his desired settlement to do a complete bumper repaint at the Dorschel Collision Center.
I was finally able to connect with the customer today and they are scheduling an appointment with the Dorschel Collision Center to have the bumper repainted
We are willing to see the customer through this agreement provided the repair is completed within a reasonable period of time and for the identified areaCustomer satisfaction is priority to usIf you have any additional concerns or needs, please do not hesitate to contact me at ###-###-####*** ***
Area Manager
February 24, 2015
The Dorschel Group West Henrietta Road Rochester, NY
Revdex.com, Inc Bryant Wood South Amherst, NY RE: Revdex.com Complaint ID: ***
Attention : ***
In response to the complaint ID : ***
In regards to the customer’s concern with the seat heater, we found that the seat heater was operating to the manufacturer’s specificationsWe contacted *** to let them know of our customer’s concern and to get authorization to do repairs under warranty*** has scheduled a representative to come and inspect the concern on February 27, Once a determination has been made by the manufacturer, we will proceed forwardOur goal is to ensure that all of our customers are completely satisfied with their purchasePlease feel free to contact me directly if I may be of further assistanceSincerely,
*** *** *** Service Manager *** *** ***@dorschel.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
When I brought my Mini into Dorschel, in fact I had previously had my Alternator Clip and Serpentine Belt repaired, but the mechanic that fixed those, agreed that there were no longer any issues with my alternator, or he would've repaired it at his shopWhen I came back into Dorschel after my car would not go above 10MPH, and Kyle, the man at the counter stated that he was not sure why this occurred, but it could've been overpowered by the repairs that you madeIf this was in fact not true, you should advise your employees to not speak on a matter that they do not know aboutMy alternator was not damaged, but in "limp mode" and your technicians could not figure out why, so they opted to just repair thisI do not feel that your business should claim to be "Mini Experts" when everything about my car was a mystery to your techniciansI do not accept 213$ for the original repair, when that is not my whole concern in this matterI do not feel that this makes up for the loss that I had for not having a vehicle for a long period of time, as well as not ever having a clear answer as what was going on with my vehicle
Regards,*** ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you very much for all your assistance in the matter, I am very happy with the resolution of the case Regards, [redacted]
The Dorschel GroupWest Henrietta RoadRochester, NY September 4, Revdex.com, IncBryant Woods SouthAmherst, NY RE: Revdex.com Complaint ID [redacted] (submitted on August 31st, 2015) Attention: [redacted] , Complaint Handler To Whom It May Concern:It is Dorschel’s goal to have our customers leave the Service Department completely satisfied with the service performed on their vehiclesWe find it unfortunate that [redacted] had an unsatisfactory experience, and that he felt he was not given all the information that should have been provided to him regarding the estimate for service work on his Volkswagen Jetta GLITo resolve [redacted] ’s concern, we have reached out to him and provided him with a full refund for the estimate, in the amount of $This issue has been resolved with the customerShould you have any questions or need further information, please feel free to contact usSincerely,Todd T***Volkswagen Service ManagerThe Dorschel Group###-###-####
In response to the recent complaint received on 2/9/2014, for customer (complaint ID: [redacted] ) The original delay in registering the customer’s vehicle with the New Jersey Department of Motor Vehicles (DMV) was due to the customer providing us an insurance binder versus an actual insurance card (a requirement of the New Jersey DMV) The second delay in the processing of the DMV documents was due to the weather and closing of the New Jersey DMV and the back log of documents they had for processingOur DMV Advisor was in direct contact with Jupiter Tag & Title Service (a company who handles various DMV concerns, including assisting dealers with expediting turnaround time on out of state retail/lease deals)We received notice that the plates and registration were finally processed and received and were being federal expressed to the customer on 2/19/ Customer satisfaction is very important to usDue to the inconvenience the customer experienced, we provided them a check for (2) months lease payments (see attached)This incidence also provided an opportunity for us to provide additional training to our staff on the importance of communicating with our customers on a timely basis If you have any concerns or need further clarification, please do not hesitate to contact me at ###-###-#### Sincerely, [redacted] Senior Team Leader Dorschel Nissan
September 17, Revdex.com, IncBryant Woods SouthAmherst, NY RE: Revdex.com Complaint ID [redacted] Attention: [redacted] , Complaint Handler ext [redacted] Response to Complaint: In response to the recent complaint dated September 16th, (complaint ID [redacted] ) regarding a Mini Cooper with 87,miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for the unrelated repairs of the alternator and pulleyTo Whom It May Concern: Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letterThe first issue is the brake lamp and tachometer concernThe second is the alternator, pulley and belt concernAfter receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue in questionWe believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue The documentation outlines and supports a recent repair performed elsewhere regarding issue The repairs recommended and performed by Mini of Rochester resolved the customer’s issueMini of Rochester respectfully declines an offer for issue July 17th [redacted] Nobrega brought her Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issueDue to the fact we could go no further, the customer was notified to pick up her vehicleJuly 20th [redacted] picked up her vehicle and returned stating the vehicle will not go over 10mphThe vehicle was left with our service department for a diagnosisJuly 21st 2015Our technician diagnosed the vehicle as needing an alternator replacementThe alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experiencedThe service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test furtherThe customer authorized replacement of the alternator.Note: The customer stated on July 21st, at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealershipThis repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car washJuly 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the beltThe service advisor recommended replacement of the serpentine belt and pulleyThe customer stated she would call back after speaking with her parentsAt 8:56am, the customer called back and requested the service advisor call her father, [redacted] .At 9:13am, the service advisor spoke with [redacted] and explained what the technician found, along with the recommendation [redacted] mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by [redacted] (The pulley will continue to damage the belts until replaced)The repairs were authorized by [redacted] along with a request that the service advisor return the failed alternator to himThe advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairsJuly 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issueI received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customerAt 5:21pm, [redacted] responded by email and stated the collision center said they did all they can doJuly 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left offJuly 31st 2015The service advisor left a message with [redacted] stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuitAugust 3rd 2015The service advisor left a message with [redacted] at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issueAugust 6th 2015The service advisor left an additional message at 1:51pm with [redacted] due to no response on the prior attempt offering a loaner vehicle to driveWe also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhereAugust 12th 2015The service advisor left a message with [redacted] at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accidentThe advisor also mentioned there was wiring the technician found that raised some concernsThe advisor recommended we go further behind the dash to trace the wiringA return message was left by [redacted] stating the brake lamp and tachometer issue occurred during the accidentAugust 18th [redacted] emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchasedShe asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fineAugust 21st [redacted] arrived to pick up her vehicleAs her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that weekThe tires on the vehicle were mismatched and the tread on this specific tire was extremely lowAs a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tireThe tire was installed free of chargeResolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customerThe original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failureBased on the wire we observed that was installed incorrectly, there was concern other issues may be presentAs stated on repair order [redacted] dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issueThis refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both [redacted] and [redacted] , the alternator and belt were an issue prior to the vehicle coming in to Mini of RochesterAs documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurredThis alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhereIt is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of RochesterSubsequently this issue was repaired and resolved at Mini of RochesterMini of Rochester respectfully declines an offer for issue After offering [redacted] a refund in the amount of $213.79, [redacted] replied she does not accept the offerWe would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact usSincerely,Tom W [redacted] Mini of Rochester Service ManagerThe Dorschel Group
Response to Complaint: In response to the recent complaint dated September 16th, (complaint ID [redacted] ) regarding a Mini Cooper with 87,miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for the unrelated repairs of the alternator and pulley.To Whom It May Concern: Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letterThe first issue is the brake lamp and tachometer concernThe second is the alternator, pulley and belt concernAfter receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue in questionWe believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue The documentation outlines and supports a recent repair performed elsewhere regarding issue The repairs recommended and performed by Mini of Rochester resolved the customer’s issueMini of Rochester respectfully declines an offer for issue July 17th [redacted] brought her Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issueDue to the fact we could go no further, the customer was notified to pick up her vehicleJuly 20th [redacted] picked up her vehicle and returned stating the vehicle will not go over 10mphThe vehicle was left with our service department for a diagnosisJuly 21st 2015Our technician diagnosed the vehicle as needing an alternator replacementThe alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experiencedThe service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test furtherThe customer authorized replacement of the alternator.Note: The customer stated on July 21st, at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealershipThis repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car washJuly 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the beltThe service advisor recommended replacement of the serpentine belt and pulleyThe customer stated she would call back after speaking with her parentsAt 8:56am, the customer called back and requested the service advisor call her father, [redacted] .At 9:13am, the service advisor spoke with [redacted] and explained what the technician found, along with the recommendation [redacted] mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by [redacted] (The pulley will continue to damage the belts until replaced)The repairs were authorized by [redacted] along with a request that the service advisor return the failed alternator to himThe advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairsJuly 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issueI received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customerAt 5:21pm, [redacted] responded by email and stated the collision center said they did all they can doJuly 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left offJuly 31st 2015The service advisor left a message with [redacted] stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuitAugust 3rd 2015The service advisor left a message with [redacted] at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issueAugust 6th 2015The service advisor left an additional message at 1:51pm with [redacted] due to no response on the prior attempt offering a loaner vehicle to driveWe also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhereAugust 12th 2015The service advisor left a message with [redacted] at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accidentThe advisor also mentioned there was wiring the technician found that raised some concernsThe advisor recommended we go further behind the dash to trace the wiringA return message was left by [redacted] stating the brake lamp and tachometer issue occurred during the accidentAugust 18th [redacted] emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchasedShe asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fineAugust 21st [redacted] arrived to pick up her vehicleAs her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that weekThe tires on the vehicle were mismatched and the tread on this specific tire was extremely lowAs a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tireThe tire was installed free of chargeResolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customerThe original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failureBased on the wire we observed that was installed incorrectly, there was concern other issues may be presentAs stated on repair order 96015128, dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issueThis refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both [redacted] and [redacted] , the alternator and belt were an issue prior to the vehicle coming in to Mini of RochesterAs documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurredThis alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhereIt is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of RochesterSubsequently this issue was repaired and resolved at Mini of RochesterMini of Rochester respectfully declines an offer for issue After offering [redacted] a refund in the amount of $213.79, [redacted] replied she does not accept the offerWe would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact usSincerely,Tom W [redacted] Mini of Rochester Service ManagerThe Dorschel Group
January 7, Revdex.com Bryant Woods South Amherst, New York RE: Revdex.com Complaint ID [redacted] Attention: [redacted] Complaint Handler In response to [redacted] complaint submitted on 12/29/regarding her Kia Sedona, are the following facts: 1)Vehicle warranty with Kia expired on May 15, Vehicle currently has over 82,miles and the mileage warranty expired at 60,miles2)On February 18, 2011, we completed the technical service bulletin (not a recall) she refers to in her complaint as never having been done(Repair Order # [redacted] )3)On January 23, 2013, we installed a sliding door motor actuator, covered by the manufacturer warranty at that time4)On August 2, 2013, we cleaned the sliding door track of debris and replaced the sliding door control button, covered by the manufacturer warranty5)On November 11, 2013, the customer came in for a service maintenance visit, no mention of door operation issue6)May 15, – Sliding door does not close – technician found jack tools and other items in jack compartment pulling on manual release cable preventing fuel filler door from closing and the sliding door will not close (by design) with the fuel filler door open7)On March 31, – the customer came in for a service maintenance visit, no mention of sliding door issue8)December 29, – Customer states door will not openDealer forgoes diagnosis fees to determine cause to assist customerVehicle out of manufacturer warranty (82,miles)Dealer determines that sliding door control module has failedDealer offers to intercede with manufacturer to get part covered, customer responsible for labor to installCustomer declines offer stating “has no money” to pay for repairscontinued on page At this point, the issue with the customer’s vehicle rests between the customer and [redacted] the manufacturerDorschel Kia has followed the repair procedures that [redacted] the manufacturer, has recommendedThe dealer has offered to work for the customer as a advocate to assist and the customer is not inclined to participate in the repairsNo further action to be taken by Dorschel Kia Sincerely, [redacted] Dorschel Automotive Group
Please see the attached response to complaint ID [redacted] and contact me with any questionsThank you, [redacted] ***Administrative Assistant - Executive Officesp###-###-#### | f ###-###-#### [redacted] The Dorschel GroupWest Henrietta Road | Rochester, NY | www.dorschel.com
June 6, 4in;"> The Dorschel Group West Henrietta Road Rochester, NY Revdex.com, Inc Bryant Woods South Amherst, NY RE: Revdex.com Complaint # [redacted] Attention: [redacted] , Complaint Handler Response to Complaint: In response to the recent complaint received on 5/30/2014, for customer (complaint #: [redacted] ) Please find enclosed a copy of a check that was issued to the customer for $to reimburse them for the purchase of rotors and brake pads for their Toyota RAV We apologize for any misunderstandingIt is difficult to approve any service issue that we have not been able to examine in our service department The vehicle was reconditioned to Toyota’s standards, but ultimately customer satisfaction is most important to usThank you for the opportunity to work to resolve this customer’s concernIf you need any further clarification, please do not hesitate to contact me at ###-###-#### Sincerely, [redacted] Senior Team Leader Enclosure: Copy of customer reimbursement letter/check ES/dmv
March 19, class=""> The Dorschel Group West Henrietta Road Rochester, NY Revdex.com, IncBryant Woods South Amherst, NY RE: Revdex.com Complaint ID – [redacted] Attention: [redacted] , Complaint Handler Response to complaint: In response to the recent complaint dated 3/9/for customer (complaint ID: [redacted] ) On 2/7/2015, the [redacted] was brought in to Dorschel Volkswagen for serviceWe were asked to perform a diagnosis of the ‘check engine light’, along with several other itemsWe diagnosed the following: Check engine light: cause – thermostat, temperature sensor, turbo cut off valve and evaporator purge valveReplaced and performed a coolant flush due to cleanliness of fluidCheck oil leak: cause – leaking rear main sealReplaced rear main sealBlower motor only working on setting #4: cause – faulty blower resistorReplaced blower resistor Hood release not operating: cause – faulty hood release leverReplaced lever The vehicle was test driven for quality controlThe customer picked up the vehicle on 2/14/On 2/17/2015, the customer returned the vehicle stating the check engine light and radio were not operatingWe could not duplicate the check engine light and no codes for the check engine light were stored in the vehicles computerWe did find a blown fuse for the radio and replaced it at no charge to the customerThe customer picked up the vehicle on 2/18/ On 3/6/2015, the vehicle was towed in and not runningAfter diagnosis, it was determined that the timing chain inside the engine had broken, causing internal damageUnfortunately, the timing chain is located inside the engine and there is no way to detect when a failure could occur on the vehicle with 121,miles on it We offered to take the engine compartment apart, at no charge (approximately a 5-hour process) to determine the extent of the damageIn addition, the Volkswagen manufacturer offered goodwill towards the repair of the vehicleThe customer accepted the assistance and we are moving forward with completing the necessary repairs on the vehicle If you have any concerns or need further clarification, please do not hesitate to contact me Sincerely, [redacted] Volkswagen Service Manager Phone: ###-###-#### E-mail: [redacted] @dorschel.com
Attached is the response and supporting documentation for Revdex.com Complaint #***
January 22,
class=""> The Dorschel Group West Henrietta Road
Rochester, NY
Revdex.com, IncBryant Woods South
Amherst, NY
RE: Revdex.com Complaint #***
Attention: *** (Complaint Handler)
Response to Complaint:
We recently received your correspondence and complaint form filed with your office (complaint #: ***). We appreciate the opportunity to respond to the concerns presented in your letter dated January 20, The complaint was reviewed and the customer was notified that they would be receiving a reimbursement of their $insurance deductable as requested (see attached) and a sincere apology for the mishaps related to the recent repairs on their ***If you have any concerns or need further clarification, please do not hesitate to contact me at ###-###-####
Sincerely,
*** ***
Body Shop Manager
Dorschel Collision Center
Enclosures: Copy of reimbursement check
CV/dmv
If you have any difficulty opening the attachments, please contact me at ###-###-#### or e-mail ***@dorschel.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I am not complaining so much on the price of the vehicleI am complaining more on the finance chargeThe finance charge was more then half of the price of the vehicle and was not explainedAlso the kelly blue book value that the company had supplied had features that were not added, Towing packageI also did not pick the vehicle outI came to UAC to see if I could get approved for a auto loanI ask on the pricing on a ford fusionThe salesmen *** *** told me we can see if we can get you approved for a nissan muranoNext thing I knew I was signing papers I am not complainingI needed a new vehicleThe Finance charge was not explained until I got home and read all the fine printI also was not informed also that UAC would be applying to over creditors to try to get me approved for an auto loanThe response from the business stated The finance charge is directly linked to his qualificationsPlease explain my qualifications and how the finance charge is figuredI am complaining about the high finance charge that was not explained and not included in the auto loan
Regards,
*** ***
The Dorschel GroupWest Henrietta RoadRochester, NY October 5th, Revdex.com, IncBryant Woods SouthAmherst, NY RE: Revdex.com Complaint ID ***
Attention: ***, Complaint Handler ext Response to Complaint:Response to 2nd rejection from customer dated 10/14/(complaint ID ***) is belowTo Whom It May Concern:The Dorschel Group has made every effort to resolve this issue in a fair, timely, and reasonable mannerWe feel our most recent offer of $is extremely reasonable given the fact that we neither performed nor caused unnecessary repairsEach offer we have made has been rejected, with no indication from the customer what the acceptable outcome would beTo continue our good faith effort to take care of this issue, we will keep the offer of $on the table for days from the date of this letterThe Dorschel Group goes above and beyond to resolve customer issues as exhibited by our continued commitment to resolve this matterShould you have any questions or need further information, please feel free to contact usSincerely,Tom W***Mini of Rochester Service ManagerThe Dorschel Group
I love the minivan I got at Dorschel! Their service department is great! They're honest and they always do the job right
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
In response, what they are failing to identify is the fact that I have no paperwork reflecting their day offer That is the key to this The original offer said on the check they provided me as paperwork if I was to accept this offer that it was void if mileage was greater than miles from the mileage they assessed It was not the case so I am surprised that they are still not taking ownership of that matter It wasn't like I went in a whole season later let alone a crazy time lineIt is not on any paperwork I have and they were shown what they gave me again when I was there and they ignored my question to this I told them their paperwork should reflect this and all they did was insult me Below are the files of the paperwork provided to me Take note of the stared area on the check To top it off, when they gave me the check for the car, I took it to deposit it and the bank was not able to deposit it, once again another poor communication event on Dorschel's part The bank was put on hold repeatedly and sent on a wild chase to try and find out why they could not deposit it The teller was very frustrated by this and finally due to our persisting we got our answer They need to take ownership of the fact that they misrepresented the time line and if I walked into a store and found a price tag on something but it wasn't the correct price, it was the error of the store not the customer Once again, this car was in pristine condition and not the buy back I am sure they are used to I would never refer anyone to this dealership and word of mouth is a powerful thing
file://localhost/Users/jennifercornwell/Pictures/iPhoto%20Library/Previews/2014/...⇄
Please see the attached response to complaint ID ***
*
Please contact me with any questions of concerns
Thank you,
*** ** ***
Administrative Assistant - Executive Offices
p| f
The Dorschel Group
West Henrietta Road | Rochester, NY | www.dorschel.com
December 14, Revdex.com
B***t Woods South
Amherst, New York RE: Revdex.com Complaint #***
Attention: Schrell, Complaint Handler
In response to the complaint issued by *** *** *** 12/2/15: *** *** vehicle was first towed to Dorschel Toyota at West Henrietta Road on Tuesday, November 24th , I was notified by an employee at that location that there was a Lexus GSin the parking lotUsing the Vehicle Identification Number, I was able to find the customers information in our systemI contacted the customer to let her know that the vehicle needed to be towed to Dorschel Lexus at West Henrietta RoadThe vehicle was towed to our Lexus location later that dayI then called the customer to discuss what needed to be done, and she stated the alternator had failedShe also explained that she has a third party warranty on the vehicleI informed *** *** that the Dorschel company policy states that we do not work with third party warranty providersWe had the same discussion the previous time her vehicle was in for service on Tuesday, June 9th, *** *** declined any diagnostic work and stated she would be calling her selling dealer to make other arrangementsNo repair order was written, as we were not authorized by the customer to perform any diagnostic or repairOn Friday, November 27th, 2015, *** *** husband came to pick up the key for the vehicleThe missing plastic cover *** *** describes on her center console near the shifter sounds like the shift interlock cover, which has to be removed to tow the vehicleI have not seen the vehicle since it left Dorschel, so I can’t be certain, but what she describes in the written complaint sounds exactly like the shift interlock coverThe vehicle was towed twice, so the towing provider would certainly have removed the cover to shift the vehicle from park to neutral to allow it to rollWhen *** *** called to express her concern I suggested that she contact the towing providers used to inquire as to where the plastic cover may have been left.
*** Beattie Service Manager Dorschel Automotive
Attached is the response for customer complaint #***
If you have any issues opening the files, please do no hesitate to contact me
*** *** Executive Assistant - The Dorschel Group (e-mail:
href="mailto:[email protected]">***) (phone: ###-###-####
February 25, Response to Complaint:
In response to the recent complaint dated February 19, 2015, for customer (complaint ID: ***)
The customer purchased a Kia Soul from Upstate Auto Credit on 1/19/2015. When they
took delivery of the vehicle, they requested that we touch up some minor paint chips and scuffs on the rear bumper. We acknowledged their concern and informed them that we would order the proper paint and have them bring the vehicle back to us to perform the touch ups.Upon application of the touch up paint, we had a difficult time trying to get the paint to adhere properly. Upstate Auto Credit recognizes that this fix does not meet Mr*** standards and expectations. Therefore, we are willing to accept his desired settlement to do a complete bumper repaint at the Dorschel Collision Center.
I was finally able to connect with the customer today and they are scheduling an appointment with the Dorschel Collision Center to have the bumper repainted
We are willing to see the customer through this agreement provided the repair is completed within a reasonable period of time and for the identified areaCustomer satisfaction is priority to usIf you have any additional concerns or needs, please do not hesitate to contact me at ###-###-####*** ***
Area Manager
February 24, 2015
The Dorschel Group West Henrietta Road Rochester, NY
Revdex.com, Inc Bryant Wood South Amherst, NY RE: Revdex.com Complaint ID: ***
Attention : ***
In response to the complaint ID : ***
In regards to the customer’s concern with the seat heater, we found that the seat heater was operating to the manufacturer’s specificationsWe contacted *** to let them know of our customer’s concern and to get authorization to do repairs under warranty*** has scheduled a representative to come and inspect the concern on February 27, Once a determination has been made by the manufacturer, we will proceed forwardOur goal is to ensure that all of our customers are completely satisfied with their purchasePlease feel free to contact me directly if I may be of further assistanceSincerely,
*** *** *** Service Manager *** *** ***@dorschel.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
When I brought my Mini into Dorschel, in fact I had previously had my Alternator Clip and Serpentine Belt repaired, but the mechanic that fixed those, agreed that there were no longer any issues with my alternator, or he would've repaired it at his shopWhen I came back into Dorschel after my car would not go above 10MPH, and Kyle, the man at the counter stated that he was not sure why this occurred, but it could've been overpowered by the repairs that you madeIf this was in fact not true, you should advise your employees to not speak on a matter that they do not know aboutMy alternator was not damaged, but in "limp mode" and your technicians could not figure out why, so they opted to just repair thisI do not feel that your business should claim to be "Mini Experts" when everything about my car was a mystery to your techniciansI do not accept 213$ for the original repair, when that is not my whole concern in this matterI do not feel that this makes up for the loss that I had for not having a vehicle for a long period of time, as well as not ever having a clear answer as what was going on with my vehicle
Regards,*** ***