Elgin Volkswagen

Hi Alexandra, I apologize for not getting back to you the past couple of days,as I have been out sick since wednesdayI tried calling you twice,but your mail box is fullI will be in the dealership all day today if you would like to call meThank You George *** -

Ms. [redacted] purchased her 2011 [redacted] from us on August 30, 2017.  This particular [redacted] (VIN: [redacted]) was traded in toward a new Volkswagen by a family local to our dealership.  They were the first and only owners and the vehicle was traded in above...

average condition.  At the time of sale to Ms. [redacted], the vehicle had 97,689 miles.  Our service department put it through a pre-owned vehicle inspection for a vehicle of that particular age.  We completed a oil and filter service, replaced the interior cabin filter, replaced a burned out license plate bulb, and replaced the windshield and rear window wipers. No other concerns were found at the time the inspection was completed. When Ms. [redacted] came to test drive and complete the purchase of the [redacted], it was noted that there was some additional noise coming from the exhaust system, and we were able to outsource a repair quickly to a local exhaust shop to remedy that concern within a couple of hours.  Ms. [redacted] was able to take a lenghthy test drive and did not note any vibration to anyone on our staff at any point during her vehicle purchase. On Sunday September 3, Ms. [redacted] emailed that she wanted to return the car as there was a “very bad shaking” in the front end when the car gets up to 65 mph.  She stated in the email “I am returning (the vehicle) and going elsewhere to purchase a vehicle. I have spoken with an attorney in case this becomes a battle.” On Monday, upon return, I left a message for Ms. [redacted] but did not receive a return call until Tuesday.  We had an amiable conversation, and I asked when she could bring the car in to have my service department.  She was available on Wednesday, so I made an appointment for my service team to take a look at the vehicle and address her concerns. Keep in mind, at this point we were trying to target the concern she was indicating and no promises of making any complimentary repairs had been made. I am normally off on Wednesday, so on my return Thursday my service department said that the vibration was being caused by worn control arm bushings, plus they recommended a set of new tires if she wanted to make it nearly perfect.  The tires that were on the car at the time of sale were well within our standards of acceptable safety specs, but were not brand new.  My service manager said that Ms. [redacted] was not happy, so I reached out to her on Thursday morning and left her a voicemail.  My service department estimated a repair to replace the control arm bushings would be approximately $400 internally. After researching, I was prepared to offer $300 toward the repair and was planning to share that with her when she called. She returned my call around noon, and said she was not happy.  I told her I understood and was attempting to propose my remedy when she blatantly interrupted me with a tirade of expletives and accusations.  I told her that the intention of my call was to help, which was met with further expletives and accusations.  I clearly stated that if she was going to continue with the extreme verbal dialogue that I would be ending the call.  She did not yield, so I ended the phone call.  I wasn’t able to get enough words in to even offer her a remedy. That was the end of our communication. Please feel free to reach out to me direct if necessary. I’d be happy to discuss this situation in futher detail. Thank you. Chris [redacted] Elgin Volkswagen ###-###-####c[redacted]@elginvw.com