The amount that was charged to the customer was $75.60, not $ After conversation with customer, we have agreed to reimburse the amount of $out of goodwill Driver's Village remains accountable throughout the lifecycle of any customer's ownership of a vehicle
Driver's Village retrieved the vehicle from customer's residence, performed the agreed-upon service, and returned it to customer Vehicle was repaired and in working order upon its completion and when returned to customerWe consider the previous complaint addressed and resolved We remain open to customer returning the vehicle if they desire additional service work in the future
Majority of my complaint has been complete the rotors, brake pads have been replaced on the 27th I was given a loaner car till they where replaced and I was able to pick up the car the following day on July 28ththe calibers haven't been replaced I assume it's not that bad it's still extremely rustyThe fog lights are working and the airbag light comes on when front seat passenger is not in vehicle I was told that is
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 Regards, [redacted] ***
We have contacted the customer and have processed his refund per his request We regret any inconvenience and will use this instance as a means of improving our customer service in the future
We will be happy to address the customer's concern, and have had numerous conversations with him Customer has contact information (cell phone - direct line) for the Service Manager and can contact him at his convenience to discuss his concern
The lease agreement signed by the customer states (attached) that the customer is responsible for excess wear and mileage Our duty at the dealership was to arrange for the tuand, if we were going to absolve customer of any remaining charges, any such amount would have been noted on the Due Bill (attached) at time of delivery Salesperson indicated that the lease agreement was terminated, which it was, but did not indicate that the customer would have no responsibility for wear & tear as determined by 3rd party The $is not determined by Burdick Volkswagen, but by the lease agreement between the customer and manufacturerAs a goodwill effort, and to thank the customer for continued business, Burdick Volkswagen will offer a year Pre-Paid Maintenance Package at no charge to the customer This package, if purchased, sells for $ We are open to discussing this with customer at his discretion
Vehicle values that are offered through online resources are often different than the value determined at a dealership While we did have a different opinion on the value of the customer's vehicle once it was brought in, we do sincerely apologize for the manner in which the customer was communicated We hold our staff and managers to a high level of customer satisfaction and experience, and we failed to meet those standards in this case - we will use this instance as an opportunity to improve our communication.Driver's Village will reimburse the customer for their expenses, and will reach out personally to address their experience
Since complaint was lodged, Driver's Village has made a concerted effort to address customer's concern Customer was invited back in, the first time we found that the dome switch was between on and offThe only thing that we could advise her was that is was possible that due to the placement of the switch not being fully in one or the other that it may cause the light to come on when hitting bumpsShe said that she intentionally had the switch that way but said that it was seemed to happen more at nightShe agreed to bring the vehicle back after darkAt that time the light did come on when we were driving itThere were no fault codes stored, the technician removed the headliner to access the wiring and found no sign of damageWe discussed this concern with GM Tech Assist who recommended replacing the dome light assemblyWe called this concern into the customer's extended warranty who denied coverageWe advised the customer of this- she was going to take this up with the extended warranty company and get the repair coveredWhen she left the vehicle was not fixed however she was pleased with our attempts to help as best as possible(We did not charge her to any of the labor required to diagnose, remove the headliner, and etc)We remain open to assisting the customer with this or any other matter
We have spoken directly with the customer regarding this matter Resolution was agreed upon, and we are providing complimentary reconditioning and oil change certificates at customer's request We have addressed concerns and will work to ensure future satisfaction
The issue with the window sticker information was addressed and clarified with the customer – he was not charged for the hitch that was not on the vehicle We have made a number of attempts to rectify this, have been in contact several times, and continue to work with the manufacturer toward a resolution Our manager was in contact with customer yesterday with an update, and we will continue to keep him apprised of the status
Customer has visited our service facility on three occasions, and each time we have addressed the concerns and customer has incurred no expense (while receiving complimentary loaner vehicles) The brake concern was first mentioned on the second visit (8/30/17), and we were unable to duplicate the issue – customer was advised to return if the issue persisted On the third visit we provided, for the first time, brake service to the customer's vehicle (again at no cost to customer) We have recently had conversations with the customer to address his brake concern and continue to advise on a course of action Maintenance issues with pre-owned vehicles are not uncommon, nonetheless our goal is customer satisfaction We will continue to work with the customer toward a mutually agreeable repair solution
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 Regards, [redacted]
RevDex.com:I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. What is fair? Still no resolution... Regards, [redacted]
Customer completed an online appraisal of their vehicle and received from us a “Kelley Blue Book Instant Offer” of over $23, Our sales agent spoke to the customer and indicated their form was filled out inadequately, and assisted them in filling out the form again After 2nd submission, the appraisal was $19, Customer was advised that this offer was in no way guaranteed, but was an appraisal based on the information provided by customer Each time a customer receives a KBB appraisal they are notified that, in order for us to come to a final appraisal, the vehicle must be brought in so that all information can be validated Upon visiting, we determined the customer had not included certain information that radically affected the vehicle’s value, including the fact that it had been fitted as a plow vehicle.We apologize for any misunderstanding or miscommunication, however we made every effort to be clear as to the appraisal process, prior to and during their visit We remain open to continuing the conversation and attempting to reach a mutually agreeable solutionTell us why here
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. Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12656259, and find that this resolution is satisfactory to me.
Regards,
*** ***
We have had several discussions with Mr*** since this complaint was issued. We took the vehicle in and drove it for over miles to duplicate the concern, and were unable to do so. We have been in contact with the customer and are always willing to assist, however this issue was
not duplicated. Service Manager and customer have agreed that no further work can be done at this point
The amount that was charged to the customer was $75.60, not $ After conversation with customer, we have agreed to reimburse the amount of $out of goodwill Driver's Village remains accountable throughout the lifecycle of any customer's ownership of a vehicle
Driver's Village retrieved the vehicle from customer's residence, performed the agreed-upon service, and returned it to customer Vehicle was repaired and in working order upon its completion and when returned to customerWe consider the previous complaint addressed and resolved We remain open to customer returning the vehicle if they desire additional service work in the future
Majority of my complaint has been complete the rotors, brake pads have been replaced on the 27th I was given a loaner car till they where replaced and I was able to pick up the car the following day on July 28ththe calibers haven't been replaced I assume it's not that bad it's still extremely rustyThe fog lights are working and the airbag light comes on when front seat passenger is not in vehicle I was told that is
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 Regards, [redacted] ***
We have contacted the customer and have processed his refund per his request We regret any inconvenience and will use this instance as a means of improving our customer service in the future
We will be happy to address the customer's concern, and have had numerous conversations with him Customer has contact information (cell phone - direct line) for the Service Manager and can contact him at his convenience to discuss his concern
The lease agreement signed by the customer states (attached) that the customer is responsible for excess wear and mileage Our duty at the dealership was to arrange for the tuand, if we were going to absolve customer of any remaining charges, any such amount would have been noted on the Due Bill (attached) at time of delivery Salesperson indicated that the lease agreement was terminated, which it was, but did not indicate that the customer would have no responsibility for wear & tear as determined by 3rd party The $is not determined by Burdick Volkswagen, but by the lease agreement between the customer and manufacturerAs a goodwill effort, and to thank the customer for continued business, Burdick Volkswagen will offer a year Pre-Paid Maintenance Package at no charge to the customer This package, if purchased, sells for $ We are open to discussing this with customer at his discretion
The issues unfortunately are all [redacted] problems, our General Sales Manager is in contact with her to see about getting her in another car
Vehicle values that are offered through online resources are often different than the value determined at a dealership While we did have a different opinion on the value of the customer's vehicle once it was brought in, we do sincerely apologize for the manner in which the customer was communicated We hold our staff and managers to a high level of customer satisfaction and experience, and we failed to meet those standards in this case - we will use this instance as an opportunity to improve our communication.Driver's Village will reimburse the customer for their expenses, and will reach out personally to address their experience
Since complaint was lodged, Driver's Village has made a concerted effort to address customer's concern Customer was invited back in, the first time we found that the dome switch was between on and offThe only thing that we could advise her was that is was possible that due to the placement of the switch not being fully in one or the other that it may cause the light to come on when hitting bumpsShe said that she intentionally had the switch that way but said that it was seemed to happen more at nightShe agreed to bring the vehicle back after darkAt that time the light did come on when we were driving itThere were no fault codes stored, the technician removed the headliner to access the wiring and found no sign of damageWe discussed this concern with GM Tech Assist who recommended replacing the dome light assemblyWe called this concern into the customer's extended warranty who denied coverageWe advised the customer of this- she was going to take this up with the extended warranty company and get the repair coveredWhen she left the vehicle was not fixed however she was pleased with our attempts to help as best as possible(We did not charge her to any of the labor required to diagnose, remove the headliner, and etc)We remain open to assisting the customer with this or any other matter
We have spoken directly with the customer regarding this matter Resolution was agreed upon, and we are providing complimentary reconditioning and oil change certificates at customer's request We have addressed concerns and will work to ensure future satisfaction
The issue with the window sticker information was addressed and clarified with the customer – he was not charged for the hitch that was not on the vehicle We have made a number of attempts to rectify this, have been in contact several times, and continue to work with the manufacturer toward a resolution Our manager was in contact with customer yesterday with an update, and we will continue to keep him apprised of the status
Customer has visited our service facility on three occasions, and each time we have addressed the concerns and customer has incurred no expense (while receiving complimentary loaner vehicles) The brake concern was first mentioned on the second visit (8/30/17), and we were unable to duplicate the issue – customer was advised to return if the issue persisted On the third visit we provided, for the first time, brake service to the customer's vehicle (again at no cost to customer) We have recently had conversations with the customer to address his brake concern and continue to advise on a course of action Maintenance issues with pre-owned vehicles are not uncommon, nonetheless our goal is customer satisfaction We will continue to work with the customer toward a mutually agreeable repair solution
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 Regards, [redacted]
RevDex.com:I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. What is fair? Still no resolution... Regards, [redacted]
Customer completed an online appraisal of their vehicle and received from us a “Kelley Blue Book Instant Offer” of over $23, Our sales agent spoke to the customer and indicated their form was filled out inadequately, and assisted them in filling out the form again After 2nd submission, the appraisal was $19, Customer was advised that this offer was in no way guaranteed, but was an appraisal based on the information provided by customer Each time a customer receives a KBB appraisal they are notified that, in order for us to come to a final appraisal, the vehicle must be brought in so that all information can be validated Upon visiting, we determined the customer had not included certain information that radically affected the vehicle’s value, including the fact that it had been fitted as a plow vehicle.We apologize for any misunderstanding or miscommunication, however we made every effort to be clear as to the appraisal process, prior to and during their visit We remain open to continuing the conversation and attempting to reach a mutually agreeable solutionTell us why here
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. Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12656259, and find that this resolution is satisfactory to me.
Regards,
*** ***
Driver's Village has made attempts to fairly resolve this issue with the customer, and will continue to do so
We have had several discussions with Mr*** since this complaint was issued. We took the vehicle in and drove it for over miles to duplicate the concern, and were unable to do so. We have been in contact with the customer and are always willing to assist, however this issue was
not duplicated. Service Manager and customer have agreed that no further work can be done at this point