Driver's Village

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] 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,
[redacted]
I have written To VW Credit with documentation by mail and will see if I  receive a response which I don't hold much hope for. It is wrong if I have to pay the last months payment and disbursement twice,  because they have too many centers in the US that don't coordinate.  I know it's only $534. but it's the principle and I'm tired of just not getting proper recompense.  It is their mistake!  Not mine!  So tired of being shafted and not fighting it.

At customer’s request, services performed on 3/30/15 to vehicle included:  Tire rotation and balance, and Brake Check.  Both services noted on attached Repair Order #[redacted].  Customer also requested complimentary Oil Change when presented with total charges, and Service Manager...

agreed to goodwill discount of $30 – also attached.  Despite customer’s claim, [redacted] Dodge/Chrys/Jeep did perform services requested.  This was the last time vehicle was here for service.  Future work claimed by customer was performed, at customer’s request, at an Independent Repair Facility, for which we can not/will not be held accountable.   Customer did contact Chrysler Corporation, and was communicated to on two occasions, 8/14/15 and 8/17/15 that Chrysler/Dodge (corporate) and [redacted] Dodge (dealer) would not reimburse under warranty due to work having been performed at an Independent Repair Facility, ie: non-Dodge/Chrysler facility.

The manager and I talked and I recieved an apology and the check for $194 was recieved today.

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.

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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First, I appreciate Drivers Village's prompt attention to this matter. I must also concede that Drivers Village may not have intentionally misrepresented that the vehicle was equipped with the "Trailering Equipment" option.But the facts are:- It was indicated by the salesperson and the provided sticker that the Trailering Equipment was installed on the vehicle.- The Trailering Equipment is necessary for towing at the vehicle's maximum capacity, which is a high priority for our uses. We clearly indicated out intention to tow a trailer.- The Trailering Equipment package includes specific engine/transmission options independent of the trailer hitch. Without this equipment, the vehicle can tow less than half of the maximum amount.- It was reasonable for me to assume the installation of the trailer hitch itself was in addition to the installed Trailering Equipment. (For new GMC vehicles, the trailer hitch is sold as a unique option in addition to the Trailering Equipment package.)So the crux of the problem still remains: We were told (and provided with evidence) that the Trailering Equipment was installed, though it was not. Without it, the vehicle does not meet our minimum requirements. The installation of the trailer hitch is immaterial - without the additional equipment provided in the factory-installed Trailering Equipment package, we can't tow a trailer appropriate to our needs. It may have been a simple mistake on the part of Drivers Village, but the consequences are a big problem for us.I look forward to finding a resolution.
Regards,
[redacted]

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.Please have...

the Business, Drivers Village, provide you with resolutions they "attempted" to make. See attached photo.
Regards,
[redacted]

At customer’s request, a trailer hitch was installed on 7/23/15, prior to purchase on 7/25/16, as shown on attached Repair Order.  The tow capacity of the vehicle is not related to this hitch.  Nothing was misrepresented in terms of the vehicle’s towing capacity.  The window sticker...

inadvertently indicated that the vehicle had a trailer hitch, so we fulfilled the customer’s wishes and did install the tow hitch at no cost to the customer. We have recently spoken to customer and will accommodate with additional assistance as possible.

The amount that was charged to the customer was $75.60, not $250.  After conversation with customer, we have agreed to reimburse the amount of $75.60 out of goodwill.  Driver's Village remains accountable throughout the lifecycle of any customer's ownership of a vehicle.

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]

The vehicle was correctly advertised online and on the official window pricing sticker on left passenger door.  Significant discount off official price and generous trade-in were offered, and will continue to be if customer wishes to discuss a mutually agreeable term.

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 turn-in and, 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 $288.22 is not determined by Burdick Volkswagen, but by the lease agreement between the customer and manufacturer. As a goodwill effort, and to thank the customer for continued business, Burdick Volkswagen will offer a 2 year Pre-Paid Maintenance Package at no charge to the customer.  This package, if purchased, sells for $599.  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.

We remain open to resolving this issue in a fair manner for both parties.

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 off. The 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 bumps. She said that she intentionally had the switch that way but said that it was seemed to happen more at night. She agreed to bring the vehicle back after dark. At that time the light did come on when we were driving it. There were no fault codes stored, the technician removed the headliner to access the wiring and found no sign of damage. We discussed this concern with GM Tech Assist who recommended replacing the dome light assembly. We called this concern into the customer's extended warranty who denied coverage. We advised the customer of this- she was going to take this up with the extended warranty company and get the repair covered. When 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.

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]

Customer completed an online appraisal of their vehicle and received from us a “Kelley Blue Book Instant Offer” of over $23,000.  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 $19,540.  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 solution. Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They have no done anything of what they say. I have not even received a phone call. The 3rd attempt they speak of is when the service manager ed admitted he found the brakes did not have shims. My fist complaint was on my first visit. they said they fixed it but did not. they never even removed a wheel. or checked anything. the second visit I specifically said the noise is from each wheel. still they did not check my brakes. if what they say is true than why did it take until the 3rd time to notice my brakes were miss in parts. and how did they inspect my vehicle without parts to my brakes. they are blatantly lying to Revdex.com. also the 4th time which was the most recent they refused my vehicle at their toyota store. so how could they be making any attempt. This is now 4 months. so please someone explain how they are trying to fix the issue. and they say common for a used vehicle to have issue. This complaint was from day one. and still persists without them fixing it. and they are the ones who did the brakes before I ever saw the car or knew about the vehicle at drivers village. I have an issue with brakes and just so happens they did the brakes prior to my ownership. also note that this vehicle does not require brakes at 60k miles. Ask toyota. This should not require a brake job in the first place. they have done nothing but ignore the issue. than when I asked the service manger ed who worked on the brakes if he disconnected the 12v system like the service manual says to. he admitted he did not. This has gone on long enough. 
Regards,
[redacted]

Our management team has made attempts to reach the customer but we have thus far been unable to connect.  We apologize for the oversight and inconvenience regarding the $194 difference - we will process the check and mail it asap.  We will continue to contact the customer to ensure the...

issue has been resolved.