Douglas Volkswagen

Douglas VW has tried on a number of occasions to contact *** *** 1/31/message left by *** ***l, Vice President of Sales no return call 2/2/message left by *** ***l, Vice President of Sales no return call 2/3/*** ***, General Sales Manager, called and when he identified himself as an employee of Douglas VW he was hung up on2/4/message left by *** ***, Sales Representative no return call We have made a number of attempts to contact *** *** with no contact backIn addition he felt it was justified to leave negative reviews of our dealership on different website warning people not to do business with usPlease understand, it is not Douglas VW who is charging *** *** for excess wear and tear, it is *** *** and based on Section of his lease contract he is responsible for all excess wear and mileage which includes mechancial, repairs or placement parts, exterior, interior, tools and equipment, tires and any other damage or wear that cost more than $to repairThe issue at hand is simple, *** *** wants Douglas VW to pay for charges that were never discussed nor is there any documentation to state that Douglas VW would be responsibleOur agreement was clear, Douglas VW would reimburse *** *** one payment of $and *** *** would send that payment to VCI with his final charges for any excess wear and tearBased on his settlement agreement he has no sent the $to VCIRight or wrong, Douglas VW is trying to contact *** *** to try and settle this matter and he refuses to speak to usHis turn in settlement shows charges of $for excess wear and tear in an effort to settle this matter Douglas VW we would be willing to pay this amount directly to VCI with the understanding that *** *** will pay his remaining chargesIn addition, it would be appreciated if we could speak directly to him to address his frustrations with Douglas VW we pride ourselfs on honestly and intregrity but we can't fix a problem if the customer chooses to hang the phone up on us or refuses to answer** *** can contact me on my personal cell phone *** or at the dealership *** *** Thank you

[redacted] purchased a 2008 EOS from Douglas VW on 05/07/2012. Vin #[redacted] She paid $20,988 for the vehicle. She also purchased Security Etch at $199, Gap Insurance at $795, Tax $1539, DMV $135, Doc Fee $289. Car Fax on vehicle was clean on the date of purchase as it still is today....

In early December of 2014, [redacted] called Douglas and stated that she had issues with her passenger door window regulator and as a result, she brought her vehicle to [redacted] stated that per [redacted] upon attempting to fix her window regulator, a technician at [redacted] claimed the vehicle may have been in an accident. [redacted] went as far as stating that the door on the vehicle wasn't the original factory door and the door didn't even belong to a VW Eos. [redacted] claimed that the door had been painted and wires were disconnected. She also claimed that there were recalls on the car that were never communicated to her. Based on her claims I asked her to bring he vehicle to Douglas VW for our inspection, especially in light of the clean car fax. I asked [redacted] if between the time I sold her the vehicle and today if the vehicle had been in an accident and she claimed it had not. Douglas VW's Certfield VW Body Shop Manager [redacted] as well as [redacted] Service Manager, inspected [redacted]'s vehicle and both agreed the door on the vehicle was the original factory door. In fact, the Manufacturer's production sticker was clearly visible on the door. Further inspection revealed that the vehicle had recent rocker panel damage(under the vehicle) which is directly under the passenger's side door in question. This damage has caused the paint on the door ledge to begin to spider and chip. It is also Douglas VW's opinion that when [redacted] removed the door panel of her 2008 Eos that they may have broke the clips which holds the door panel flush to the door. This statement is based on the assumption that the door clips were not broken prior to [redacted] bringing the vehicle into [redacted]. Douglas VW also determined that there are no recalls present on this vehicle. There were two updates issued by Volkswagen on all 2008 Eos' but neither update was present on [redacted]'s vehicle. Our position is as follows: The 2008 VW Eos was never in an accident prior to being sold to [redacted] in May of 2012. The door on the vehicle is the original Manufacturer's door and prior to May of 2012 was never repainted. Douglas VW can not testify to any history of the vehicle since being sold due to the fact that [redacted] has not service her vehicle with us.

[redacted] & [redacted] purchased a 2009 [redacted] from Douglas VW on 12/22/14 and obtained financing through [redacted]. [redacted] came into our dealership on 12/26/14, after driving the vehicle for four days, due to the fact that her "check engine" light came...

on over the holiday. It was determined that one of the customers spark plugs were not firing properly (the DTCS misfire code was present) so Douglas VW replaced all six spark plugs and ignition coils at no charge. In most cases it is easier to replace all items involved instead of trying to trouble shot what plug or coil could be bad. Then on 1/17/15 [redacted] returned to Douglas VW stating that her "brake light" came on. The technician performed a computer scan and no history of any brake light code was present in the computer's history. Douglas VW also road tested the vehicle and could not recreate the issue that [redacted] claims had occurred. As a preventative measure, Douglas VW did a full brake fluid flush at no charge to the 2009 [redacted] The last time [redacted] was at Douglas VW was on 2/11/15 were she complained that coolant was leaking from the radiator. It was determined that due to the extreme cold, coolant was escaping at the spot where the radiator meets the coolant hose (the hose had cracked). Douglas VW replaced both the hose and the coolant tank plus preformed a coolant system check to assure that the problem would not reoccur. [redacted] was charged $100 for the repair since she had driven over 4000 since she had owned the vehicle and was out of any NJ State mandated used vehicle warranty. Since February, [redacted] has not serviced her vehicle at Douglas VW and has not contacted the dealership with any complaints. As per [redacted] she did service her vehicle at [redacted] in [redacted] on 4/1/15 and performed an alignment on her vehicle; a maintenance inspection was completed but no other work appears to be recommended or performed. There is no basis to [redacted]'s complaints or requests.

[redacted] purchased a 2014 VW Jetta from Douglas VW on August 30, 2014. Our agreement with [redacted] was that Douglas VW as part of the Volkswagen pull ahead program would relieve [redacted] of his three remaining payments on his previous VCI lease (Account [redacted]). The promise to pay...

these three payments are the only condition that was hand written on [redacted]s purchase order. Douglas VW did provide a check to [redacted] in the amount of one payment for $319 as well as [redacted] credited [redacted] for $639.76 for two remaining payments as part of the pull ahead. [redacted] turn-in settlement invoice shows charges of $764 for excess wear and tear. I reviewed all the paperwork in [redacted] deal and spoke directly to the sales consultant [redacted]) and General Sales Manager ([redacted]) and neither has any knowledge or recollection of ever discussing the excess wear & tear. I did speak to [redacted] on Saturday January 2, 2015 and informed him of our position. We did refer [redacted] to [redacted] hotline but based on the fact that he filed a Revdex.com complaint I assume he was not happy with their position. I’m concerned that over four months have passed and now the customer has decided to contest this issue. Douglas VW can reach out to [redacted] and ask for a review of his file but if there was excess wear or damage on his prior lease it will be very hard to get these charges reduced.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
As of December 2014 I no longer had my cell phone number [redacted] as it was replaced with my current phone number of [redacted].  The only call I received was on Feb 2 at 10:18 am from [redacted]  When I called this number it was the main desk so I didn't know who called me.  If the calls were made to [redacted] in January or February then I didn't get any of the calls.  I look forward in settling this and retracting my posts.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The dealer did not mention my responsible charges and that I should expect to hear from Corp VW.  I did not know about this issue until receiving a letter from Corp VW.  Proper disclosure was not issued or signed, therefore it was all agreements were settled on the day I had final sign and drive.  If I knew these charges were not going to paid then I would have cancelled the deal.  I claim negligent disclosure to the wear and tear charges and should not be my responsibility due to improper disclosure.  Also due to the poor paperwork on behalf of the dealer I was charged late fees that should also be the responsibility of the dealer.
Regards,
[redacted]

Review: I purchased a 2008 VW EOS as a used car. The car fax did not indicate any car problems and the sales person. The passenger car window got stuck in down position- I took it to local dealer [redacted] to have this addressed, The dealer found the following issues- car had been in accident on passenger side as indicated by repair and repainting, their were recalls on car that were never communicated to me. I contacted Douglas who told me that they were not responsible for car accidents if not reported. The sales manager pretty much said that Douglas was not responsible and nothing they could do for me; The GM called me back and said that they cannot take word of another dealer of an accident, my only option is to take the car from [redacted] to Douglas to have them assess.

I believe the car was sold to me without adequate or truthful information. I would not have purchased a car that had been in accident or if I did I would have negotiated a better price. Douglas VW should take responsibility for selling a damaged vehicle without disclosure.Desired Settlement: I thin they should refund my purchase price

Business

Response:

[redacted] purchased a 2008 EOS from Douglas VW on 05/07/2012. Vin #[redacted] She paid $20,988 for the vehicle. She also purchased Security Etch at $199, Gap Insurance at $795, Tax $1539, DMV $135, Doc Fee $289. Car Fax on vehicle was clean on the date of purchase as it still is today. In early December of 2014, [redacted] called Douglas and stated that she had issues with her passenger door window regulator and as a result, she brought her vehicle to [redacted] stated that per [redacted] upon attempting to fix her window regulator, a technician at [redacted] claimed the vehicle may have been in an accident. [redacted] went as far as stating that the door on the vehicle wasn't the original factory door and the door didn't even belong to a VW Eos. [redacted] claimed that the door had been painted and wires were disconnected. She also claimed that there were recalls on the car that were never communicated to her. Based on her claims I asked her to bring he vehicle to Douglas VW for our inspection, especially in light of the clean car fax. I asked [redacted] if between the time I sold her the vehicle and today if the vehicle had been in an accident and she claimed it had not. Douglas VW's Certfield VW Body Shop Manager [redacted] as well as [redacted] Service Manager, inspected [redacted]'s vehicle and both agreed the door on the vehicle was the original factory door. In fact, the Manufacturer's production sticker was clearly visible on the door. Further inspection revealed that the vehicle had recent rocker panel damage(under the vehicle) which is directly under the passenger's side door in question. This damage has caused the paint on the door ledge to begin to spider and chip. It is also Douglas VW's opinion that when [redacted] removed the door panel of her 2008 Eos that they may have broke the clips which holds the door panel flush to the door. This statement is based on the assumption that the door clips were not broken prior to [redacted] bringing the vehicle into [redacted]. Douglas VW also determined that there are no recalls present on this vehicle. There were two updates issued by Volkswagen on all 2008 Eos' but neither update was present on [redacted]'s vehicle. Our position is as follows: The 2008 VW Eos was never in an accident prior to being sold to [redacted] in May of 2012. The door on the vehicle is the original Manufacturer's door and prior to May of 2012 was never repainted. Douglas VW can not testify to any history of the vehicle since being sold due to the fact that [redacted] has not service her vehicle with us.

Review: This business sends spam emails and consistently refuses to stop sending those emails despite multiple requests.Desired Settlement: I would like to be removed from their distribution. The email address is [redacted] I would also like the business to be reprimanded for failing to comply with cease and desist requests.

Business

Response:

Customer requested removal of email address from our data base, said she made several requests, nothing found in our email data base asking for that. Would like to know to whom she made the request to so that we can address that as well. However all emails sent to anyone always has an unsubscribe feature,and customer could have done this on her own end. We did upon investigation find 2 different emails within our data base and they have been deactivated as of 8/6/2015.

Review: I went to Douglas after receiving a call from Layne, Manager stating she could find me a vehicle since the one I had 2010 [redacted] payments were very high. I was given 2014 [redacted] on 8/25/15 and signed a contract and early delivery notice. I was told by Dave the salesman he would contact me when I could sign the paperwork and I finally came in on 9/1/15. I sat with the finance manager, Lou and he stated I needed $1000 downpayment and after speaking with the owner I could not remove the car off the lot unless I had it. I explained that I spoke with Dave when I took the car home and he assured me it was my vehicle. I also stressed that I checked with Dave prior to me removing the alarm and remote starter [redacted] out of the [redacted] and putting it into the [redacted] The company demanded that I return the vehicle and stated when I return the car they would make arramgements to take the alarm out of the [redacted] and put it back into the [redacted] I returned the [redacted] on September 3 and have not heard from them nor have they returned my calls since then.Desired Settlement: Refund what was paid to have the alarm and remote starter from the [redacted] back into the [redacted] $250.00

Review: I am a repeat VW customer and wanted to lease based on the specials that were advertised on the labor day weekenmd sales event of 2014. I had traded in my VW Passat for a VW Jetta. I had 3 outstanding payments that the dealer agree to pick up as part of their "Pull Ahead" program. I mentioned that I had already paid the following month so the dealer gave a check for one month as part of the payment settlement. I asked about any other fees and was told that they needed to inspect the car. Upon inspection I was told that we continue with the deal. I was never told that I would be responsibile for additional miles or wear and tear charges. A few days after signing the new lease I received a refund check of one month from VW for over payment. Then in mid Dewcember I received a letter indicating that I missed my payments on my old VW Passat and as a result I was charged a late fee on top of missing payments and wear and tear charges. This was an outrage that this level neglate can be done by the dealer. I should have been told that were problems with the paper work and that attention was needed. My dispute is the late charges and the wear and tear charges as the dealer led me to belive I qualified for the trade-in. In the 18 yeas that I have leased cars I was never charged for being a repeat customer. I reached out to VW Customer Care and was told that the dealer usually handles these charges as part of the trade-in and not VW corp. I called the dealer to resolve this issue and was basically told to go pound sand.Desired Settlement: I should be compensated for the late charges as they were a result of the dealers mishandling of the lease transition and a refund for the wear and tear charges. The late fee is 15.93 and the wear & tear charges with tax is 817.48.

Business

Response:

[redacted] purchased a 2014 VW Jetta from Douglas VW on August 30, 2014. Our agreement with [redacted] was that Douglas VW as part of the Volkswagen pull ahead program would relieve [redacted] of his three remaining payments on his previous VCI lease (Account [redacted]). The promise to pay these three payments are the only condition that was hand written on [redacted]s purchase order. Douglas VW did provide a check to [redacted] in the amount of one payment for $319 as well as [redacted] credited [redacted] for $639.76 for two remaining payments as part of the pull ahead. [redacted] turn-in settlement invoice shows charges of $764 for excess wear and tear. I reviewed all the paperwork in [redacted] deal and spoke directly to the sales consultant [redacted]) and General Sales Manager ([redacted]) and neither has any knowledge or recollection of ever discussing the excess wear & tear. I did speak to [redacted] on Saturday January 2, 2015 and informed him of our position. We did refer [redacted] to [redacted] hotline but based on the fact that he filed a Revdex.com complaint I assume he was not happy with their position. I’m concerned that over four months have passed and now the customer has decided to contest this issue. Douglas VW can reach out to [redacted] and ask for a review of his file but if there was excess wear or damage on his prior lease it will be very hard to get these charges reduced.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The dealer did not mention my responsible charges and that I should expect to hear from Corp VW. I did not know about this issue until receiving a letter from Corp VW. Proper disclosure was not issued or signed, therefore it was all agreements were settled on the day I had final sign and drive. If I knew these charges were not going to paid then I would have cancelled the deal. I claim negligent disclosure to the wear and tear charges and should not be my responsibility due to improper disclosure. Also due to the poor paperwork on behalf of the dealer I was charged late fees that should also be the responsibility of the dealer.

Regards,

Business

Response:

Douglas VW has tried on a number of occasions to contact [redacted] 1/31/15 message left by [redacted]l, Vice President of Sales ... no return call 2/2/15 message left by [redacted]l, Vice President of Sales ... no return call 2/3/15 [redacted], General Sales Manager, called and when he identified himself as an employee of Douglas VW he was hung up on. 2/4/15 message left by [redacted], Sales Representative ... no return call We have made a number of attempts to contact [redacted] with no contact back. In addition he felt it was justified to leave 7 negative reviews of our dealership on 7 different website warning people not to do business with us. Please understand, it is not Douglas VW who is charging [redacted] for excess wear and tear, it is [redacted] and based on Section 10.13 of his lease contract he is responsible for all excess wear and mileage which includes mechancial, repairs or placement parts, exterior, interior, tools and equipment, tires and any other damage or wear that cost more than $50 to repair. The issue at hand is simple, [redacted] wants Douglas VW to pay for charges that were never discussed nor is there any documentation to state that Douglas VW would be responsible. Our agreement was clear, Douglas VW would reimburse [redacted] one payment of $319 and [redacted] would send that payment to VCI with his final charges for any excess wear and tear. Based on his settlement agreement he has no sent the $319 to VCI. Right or wrong, Douglas VW is trying to contact [redacted] to try and settle this matter and he refuses to speak to us. His turn in settlement shows charges of $764 for excess wear and tear ... in an effort to settle this matter Douglas VW we would be willing to pay this amount directly to VCI with the understanding that [redacted] will pay his remaining charges. In addition, it would be appreciated if we could speak directly to him to address his frustrations with Douglas VW ... we pride ourselfs on honestly and intregrity but we can't fix a problem if the customer chooses to hang the phone up on us or refuses to answer. [redacted] can contact me on my personal cell phone [redacted] or at the dealership [redacted] Thank you

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

As of December 2014 I no longer had my cell phone number [redacted] as it was replaced with my current phone number of [redacted]. The only call I received was on Feb 2 at 10:18 am from [redacted] When I called this number it was the main desk so I didn't know who called me. If the calls were made to [redacted] in January or February then I didn't get any of the calls. I look forward in settling this and retracting my posts.

Regards,

Review: I PURCHASED THE VEHICLE AND A FEW DAYS LATER THE CHECK ENGINE LIGHT AND STABILITY INDICATOR LIGHTS CAME ON I TOOK THE VEHICLE BACK TO THE DEALER THEY SAID THAT THE REPAIR WOULD COST 800 DOLLARS AND I WAS RESPONSIBLE FOR IT BECAUSE I DID NOT PURCHASE AN EXTENDED WARRANTY. I ASKED TO SPEAK TO A MANAGER AND I GOT THE ISSUE FIXED SO I THOUGHT, A FEW WEEKS AFTER THE LIGHTS CAME ON AGAIN AND SOME OTHER LIGHTS AND I WENT TO THE [redacted] DEALER AND THEY SAID I HAD A FEW ISSUES THAT WOULD COST A COUPLE THOUSAND DOLLARS. THEN AFTER THAT THE CAR STARTED SHAKING AND I TOOK IT TO ANOTHER CERTIFIED MECHANIC WHO SAID THAT THE TRANSMISSION CODE WAS POPPING UP AND MY ENGINE HAD A SEVERE LEAK.Desired Settlement: I WOULD LIKE FOR THEM TO TAKE BACK THE VEHICLE AND REFUND MY DOWN PAYMENT

Business

Response:

[redacted] & [redacted] purchased a 2009 [redacted] from Douglas VW on 12/22/14 and obtained financing through [redacted] came into our dealership on 12/26/14, after driving the vehicle for four days, due to the fact that her "check engine" light came on over the holiday. It was determined that one of the customers spark plugs were not firing properly (the DTCS misfire code was present) so Douglas VW replaced all six spark plugs and ignition coils at no charge. In most cases it is easier to replace all items involved instead of trying to trouble shot what plug or coil could be bad. Then on 1/17/15 [redacted] returned to Douglas VW stating that her "brake light" came on. The technician performed a computer scan and no history of any brake light code was present in the computer's history. Douglas VW also road tested the vehicle and could not recreate the issue that [redacted] claims had occurred. As a preventative measure, Douglas VW did a full brake fluid flush at no charge to the 2009 [redacted] The last time [redacted] was at Douglas VW was on 2/11/15 were she complained that coolant was leaking from the radiator. It was determined that due to the extreme cold, coolant was escaping at the spot where the radiator meets the coolant hose (the hose had cracked). Douglas VW replaced both the hose and the coolant tank plus preformed a coolant system check to assure that the problem would not reoccur. [redacted] was charged $100 for the repair since she had driven over 4000 since she had owned the vehicle and was out of any NJ State mandated used vehicle warranty. Since February, [redacted] has not serviced her vehicle at Douglas VW and has not contacted the dealership with any complaints. As per [redacted] she did service her vehicle at [redacted] in [redacted] on 4/1/15 and performed an alignment on her vehicle; a maintenance inspection was completed but no other work appears to be recommended or performed. There is no basis to [redacted]'s complaints or requests.