Fox Valley Volkswagen, LLC

Initial Business Response / [redacted] (1000, 7, 2015/09/14) */ Contact Name and Title: [redacted] GM Contact Phone: XXX XXX-XXXX Contact Email: [redacted] @foxvalleyvw.com Several attempts to contact the customers have been made as well as messages left for the customerWe were informed by the customer that their lawyer had advised them not to speak with us and therefore have not had verbal conversation with themWe have emailed them that we were looking into the charges with Volkswagen Credit and later that we had been able to have them reducedWe were informed that the customer was charged for payments but only because they were both deferred payments that we were not made aware the customer hadIn response to the vehicle not being returned for weeks, that is only because of the body damage that was being repaired and then waiting for the customer to pay for those repairsI'm not sure what else we could convey without actually speaking Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) They totally ignored us at firstThe general manager, Jim [redacted] only tried calling us back ONE time, in which he left a voicemail after we called three (3) times, the last of which we referenced our attorney [redacted] left us one voicemail of which we responded via e-mailWe never said we couldn't have ANY contact - just nothing verbal as they can't be trusted - we need everything in writingThey misrepresented the offer and NEVER told us we were waiving our right to inspectionWe were never told when it would beWe were led to believe that only a couple of body work issues were neededEVERYTHING else about the car was in perfect working order and there were no other body issuesThey had the body work done by someone we don't know, and it was their sales associate who made the contacts for the repairsIt is ridiculous for them to have us pay for damages done while the car was in their care! The body repairs were paid for right after the work was doneIt is true we had deferred payments, but they KNEW those weren't included in the deal and didn't inform us of that; they should honor their promise to pay for the last two payments because of holding information from usThey did offer to take the $off of the bill but only after we pay for the other damages, and we feel that is unfairIf a tree had fallen on the car while it was in their care, would they expect us to pay for that? All we are asking for is that they honor their agreement and take the charges off for the scratches that happened while the car was in their care, and make the extra paymentWe're already paying for the other payment, excess mileage (part of which THEY accrued by having the car driven to and from the body repair shop, but we're not nit-picking that), and new tires! Final Business Response / [redacted] (4000, 22, 2015/09/28) */ Contact Name and Title: Jim [redacted] Contact Phone: XXX XXX-XXXX Contact Email: [redacted] @foxvalleyvw.com Per our previous response, Volkswagen Credit [redacted] VCI rep.) will zero out there account once there is solely $left on the balanceA good will check for will be cut today and mailed out to the [redacted] tomorrowUntil today we were unaware that they were accepting of our offer otherwise we would have sent a check much sooner Final Consumer Response / [redacted] (2000, 24, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) We will look for the check from Fox Valley VW - it should arrive in less than a weekWhen we receive it, we will remit payment, less $If they fail to do what they've said, the complaint will be re-opened

The customers concerns were valid Our communication with them was not as strong as it should have been considering the circumstances Their service unfortunately included an outside vendor (body shop) for paint work and they lost or damaged the mirror and had us order a new one We did get the mirror back from the body shop and it was installed on the customers car on the 18th of March

Initial Business Response / [redacted] (1000, 5, 2015/02/23) */ Contact Name and Title: [redacted] Servcie Manager Contact Phone: XXX-XXX-XXXX I do apologize for the way the Advisor relayed the information to you about your Vehicle with the warranty rust repairUnfortunately mandated from the manufacture we are only allotted a time frame of sixty days from the start of the process to the end and what the advisor meant was that if we needed to start the process over, since the estimates would have to be updated with current parts and labor pricing, this would cause the processing to start over, meaning new pictures and estimate from the body shop and resubmission to manufacture As for the loaner car, Fox valley Volkswagens loaner policy is we do not give out loaner cars for rust repair since the repair is not done "In House" Again I want to apologize for the way our Advisor relayed the information

Omg I have horrible experience I buy a car back in feb since that time I have comeback times certify jetta I DON'T think so days ago my car broke again I got to pay tow this is bad never never I like to buy from this dealer mgrs and crew not GOOD!! But one thing make moreUpset I purchase extended warranty and said for if your car breakdown mechanical will be reimbursed up to $but I pay when I was in the dealer they told sorry we notReimbursed nothing this what I call bad bad customer service

I had the WORST experience of my life at this dealership, that it compelled me to write my first review ever!!! I drove from Connecticut to this dealership because I wanted a GLI that was certified pre-owned EVERYTHING was wrong!!! First off they sold me a vehicle that had engine problemsThere was no manual, no mats, no spare key and the tires were so bald that I caught a flat tire on the way back to ConnecticutThey let me drive off without the proper tools to change the tire so I had to get the car towed and take the last train from NJ to NY and then catch the train from Grand Central NY to CT I had to pick up the car days later in NJIt gets WORSE! The car starts shaking and shuts off on my way to ConnecticutAfter bringing it to my local VW dealership they inform me that they sold me the car with a live wire under the hood and that it could of caught on fire!! months later I have traded the car and am so happy this nightmare is over with!!!! Be VERY AWARE of what you sign, watch out for Ed *** (The finance guy)!!! I specifically asked for tire insurance only and he had me sign on a "data dots" warranty for $1,that I could only use from the dealer that sold it to meWhy in the world would I want an insurance that I would have to go back to Chicago for to file a claim??? BEWARE this dealership is ruthless and only care about making a sale

I worked with *** ***, *** *** and *** ***These guys are a bunch of liarsBought an *** ** and was told it only had a cat back exhaust and that the check engine light was on due to a low voltage codeAsked him to run the codes again and they said for a second time it was a low voltage codeComplete lies it was an issue that needed $to repair Got the car and it had the ECU tune and down pipesNot what I expected This was the start Didn't receive a title for weeks and when I called or sent emails I was told it is in the mailJust got off the phone with someone at fox valley to find out it was in the owners briefcase the whole time??? Smells fishy to me I can only assume that I bought a car with a lien on it and they took my money to payoff the Lien I would not buy from this dealershipDo your research and find a dealership that knows what they are doing Buyer beware with these folks

Initial Business Response /* (1000, 5, 2015/02/23) */
Contact Name and Title: [redacted] Servcie Manager
Contact Phone: XXX-XXX-XXXX
I do apologize for the way the Advisor relayed the information to you about your Vehicle with the warranty rust repair. Unfortunately mandated from the manufacture ...

we are only allotted a time frame of sixty days from the start of the process to the end and what the advisor meant was that if we needed to start the process over, since the estimates would have to be updated with current parts and labor pricing, this would cause the processing to start over, meaning new pictures and estimate from the body shop and resubmission to manufacture.
As for the loaner car, Fox valley Volkswagens loaner policy is we do not give out loaner cars for rust repair since the repair is not done "In House".
Again I want to apologize for the way our Advisor relayed the information.

The customers concerns were valid.  Our communication with them was not as strong as it should have been considering the circumstances.  Their service unfortunately included an outside vendor (body shop) for paint work and they lost or damaged the mirror and had us order a new...

one.  We did get the mirror back from the body shop and it was installed on the customers car on the 18th of March.

Initial Business Response /* (1000, 5, 2015/02/23) */
Contact Name and Title: [redacted] Servcie Manager
Contact Phone: XXX-XXX-XXXX
I do apologize for the way the Advisor relayed the information to you about your Vehicle with the warranty rust repair. Unfortunately mandated from the...

manufacture we are only allotted a time frame of sixty days from the start of the process to the end and what the advisor meant was that if we needed to start the process over, since the estimates would have to be updated with current parts and labor pricing, this would cause the processing to start over, meaning new pictures and estimate from the body shop and resubmission to manufacture.
As for the loaner car, Fox valley Volkswagens loaner policy is we do not give out loaner cars for rust repair since the repair is not done "In House".
Again I want to apologize for the way our Advisor relayed the information.

The customers concerns were valid.  Our communication with them was not as strong as it should have been considering the circumstances.  Their service unfortunately included an outside vendor (body shop) for paint work and they lost or damaged the mirror and had us order a new one. ...

We did get the mirror back from the body shop and it was installed on the customers car on the 18th of March.

Initial Business Response /* (1000, 7, 2015/09/14) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@foxvalleyvw.com
Several attempts to contact the customers have been made as well as messages left for the customer. We were informed by the customer...

that their lawyer had advised them not to speak with us and therefore have not had verbal conversation with them. We have emailed them that we were looking into the charges with Volkswagen Credit and later that we had been able to have them reduced. We were informed that the customer was charged for 2 payments but only because they were both deferred payments that we were not made aware the customer had. In response to the vehicle not being returned for 5 weeks, that is only because of the body damage that was being repaired and then waiting for the customer to pay for those repairs. I'm not sure what else we could convey without actually speaking.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They totally ignored us at first. The general manager, Jim [redacted] only tried calling us back ONE time, in which he left a voicemail after we called three (3) times, the last of which we referenced our attorney. [redacted] left us one voicemail of which we responded via e-mail. We never said we couldn't have ANY contact - just nothing verbal as they can't be trusted - we need everything in writing. They misrepresented the offer and NEVER told us we were waiving our right to inspection. We were never told when it would be. We were led to believe that only a couple of body work issues were needed. EVERYTHING else about the car was in perfect working order and there were no other body issues. They had the body work done by someone we don't know, and it was their sales associate who made the contacts for the repairs. It is ridiculous for them to have us pay for damages done while the car was in their care! The body repairs were paid for right after the work was done. It is true we had deferred payments, but they KNEW those weren't included in the deal and didn't inform us of that; they should honor their promise to pay for the last two payments because of holding information from us. They did offer to take the $500.00 off of the bill but only after we pay for the other damages, and we feel that is unfair. If a tree had fallen on the car while it was in their care, would they expect us to pay for that? All we are asking for is that they honor their agreement and take the charges off for the scratches that happened while the car was in their care, and make the extra payment. We're already paying for the other payment, excess mileage (part of which THEY accrued by having the car driven to and from the body repair shop, but we're not nit-picking that), and new tires!
Final Business Response /* (4000, 22, 2015/09/28) */
Contact Name and Title: Jim [redacted]
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@foxvalleyvw.com
Per our previous response, Volkswagen Credit [redacted] VCI rep.) will zero out there account once there is solely $500 left on the balance. A good will check for 132.75 will be cut today and mailed out to the [redacted] tomorrow. Until today we were unaware that they were accepting of our offer otherwise we would have sent a check much sooner.
Final Consumer Response /* (2000, 24, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will look for the check from Fox Valley VW - it should arrive in less than a week. When we receive it, we will remit payment, less $500.00. If they fail to do what they've said, the complaint will be re-opened.

Initial Business Response /* (1000, 7, 2015/09/14) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@foxvalleyvw.com
Several attempts to contact the customers have been made as well as messages left for the customer. We were informed by the...

customer that their lawyer had advised them not to speak with us and therefore have not had verbal conversation with them. We have emailed them that we were looking into the charges with Volkswagen Credit and later that we had been able to have them reduced. We were informed that the customer was charged for 2 payments but only because they were both deferred payments that we were not made aware the customer had. In response to the vehicle not being returned for 5 weeks, that is only because of the body damage that was being repaired and then waiting for the customer to pay for those repairs. I'm not sure what else we could convey without actually speaking.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They totally ignored us at first. The general manager, Jim [redacted] only tried calling us back ONE time, in which he left a voicemail after we called three (3) times, the last of which we referenced our attorney. [redacted] left us one voicemail of which we responded via e-mail. We never said we couldn't have ANY contact - just nothing verbal as they can't be trusted - we need everything in writing. They misrepresented the offer and NEVER told us we were waiving our right to inspection. We were never told when it would be. We were led to believe that only a couple of body work issues were needed. EVERYTHING else about the car was in perfect working order and there were no other body issues. They had the body work done by someone we don't know, and it was their sales associate who made the contacts for the repairs. It is ridiculous for them to have us pay for damages done while the car was in their care! The body repairs were paid for right after the work was done. It is true we had deferred payments, but they KNEW those weren't included in the deal and didn't inform us of that; they should honor their promise to pay for the last two payments because of holding information from us. They did offer to take the $500.00 off of the bill but only after we pay for the other damages, and we feel that is unfair. If a tree had fallen on the car while it was in their care, would they expect us to pay for that? All we are asking for is that they honor their agreement and take the charges off for the scratches that happened while the car was in their care, and make the extra payment. We're already paying for the other payment, excess mileage (part of which THEY accrued by having the car driven to and from the body repair shop, but we're not nit-picking that), and new tires!
Final Business Response /* (4000, 22, 2015/09/28) */
Contact Name and Title: Jim [redacted]
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@foxvalleyvw.com
Per our previous response, Volkswagen Credit [redacted] VCI rep.) will zero out there account once there is solely $500 left on the balance. A good will check for 132.75 will be cut today and mailed out to the [redacted] tomorrow. Until today we were unaware that they were accepting of our offer otherwise we would have sent a check much sooner.
Final Consumer Response /* (2000, 24, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will look for the check from Fox Valley VW - it should arrive in less than a week. When we receive it, we will remit payment, less $500.00. If they fail to do what they've said, the complaint will be re-opened.