Gale Cable Mazda-Volkswagen-Subaru

The service consultant that the customerworked with informed rustomar of the $charge for diagnostic prior to beginning diagnosticOnce original hour of diagnostic was over, the service consultantphoned customer to request an additional hourof diagnostic time withthe additional chargeAt no timedid [redacted] evertell customer that there wouldbe no charge for ourdiagnostic and repairs.Dealer was willingto continue repairsin our shop, and it was the customer's choiceto have it towedto previous dealerthat did repairs.Customer requested us to stop work on vehicle after additional tear down, at that point the customer then informedthe dealer that she had just finished an insurance claimat another dealer for other issuesCustomer stated she was going to have the vehicle towed back to another dealer for completion of repairsWe stopped all work,asthe customer requested.Customer was not present at time vehicleleft the dealership, but an authorized agent signed a RepairOrder with allInformation in writingCustomer'sagent should haveprovided her with any copies she requested from her agent, or rustomer couldhave requested to emai,l fax, or maila copy of the Repair Order to her.We have alreadydiscounted work completed for customer, by not chargingher for 2nd hour of diagnostic and teardoWn: ToWing was at rustomer's responsibility and requestThe number of people that hav-etolfcf'ledthis vehidemakeit impossible to point blamefor the damageto the hood latch(tow truck driversand multiple dealers)

Complaint: ***
I am rejecting this response because:First of all, ***, the service consultant, did not call me after an hour of diagnostics I called her on December at 1:p.mafter not hearing anything from her At that time she stated they had not idea what was wrong with my vehicle and that no ground wire could be found She also stated that the fuel pump was getting power I heard absolutely NOTHING from the dealer or *** on December 20.On December 21, I began calling at 10:and had to leave a voice message Around 11:15, I finally got to speak with *** At that time she told me the fuel pump was now not coming on This is after the fact that on the 19th I was told the fuel pump had power So what happened to make it not have power? Only this service department had touched my vehicle It was during this conversation that *** stated that this establishment had no idea what was wrong with my vehicle The dealer said they could not repair my vehicle I had no choice but to have my car picked up and towed to my dealership When *** and I discussed that that would be my only option, *** stated there would be no charge.My home dealership emails me the work order, etc It was my understanding that this was common practice for VW dealers That mistake will not be made again!The hood release latch was damaged by Cable VW I still do not accept this
Sincerely,
*** ***

The service consultant that the customerworked with informed rustomar of the $97 charge for diagnostic prior to beginning
diagnostic. Once original hour of diagnostic was over, the service consultantphoned customer to request an additional hourof diagnostic time withthe additional...

charge. At no timedid [redacted] evertell customer that there wouldbe no charge for ourdiagnostic and repairs.Dealer was willingto continue repairsin our shop, and it was the customer's choiceto have it towedto previous dealerthat did repairs.Customer requested us to stop work on vehicle after additional tear down,
at that point the customer then informedthe dealer that she had just finished an insurance claimat another dealer for other issues. Customer stated
she was going to have the vehicle towed back to another dealer for completion of repairs. We stopped all work,asthe customer requested.Customer was not present at time vehicleleft the dealership, but an authorized agent signed a RepairOrder with allInformation in writing. Customer'sagent should haveprovided her with any
copies she requested from her agent, or rustomer couldhave requested to emai,l fax, or maila copy of the Repair Order to her.We have alreadydiscounted work completed for customer, by not chargingher for 2nd hour of diagnostic and teardoWn: ToWing was at rustomer's responsibility and request. The number of people that hav-etolfcf'ledthis vehidemakeit impossible to point blamefor the damageto the hood latch(tow truck driversand multiple dealers).

[redacted]See Attached[redacted]