Revdex.com N 12th Street Phoenix, AZ Complaint ID: [redacted] Dispute Resolution, We have reviewed Mr [redacted] ’s claims and after a thorough investigation we have confirmed that [redacted] has dissolved the loan to which Mr [redacted] has no obligation to the loanWe do strive for the best customer sales satisfaction and will be reviewing our process and procedures as a result Berge Volkswagen strives for the highest standards of customer service and has for over years Sincerely, Gary S [redacted] General Manger Berge Mazda Volkswagen
Thank you for bringing this to our attention We were unaware that a customer did not receive the gift card We have since sent a check directly to the customer for the $and left a message of apology It was not our intention for the customer not to receive the gift card but merely an oversight We have increased our training methods to prevent these type of mishaps from impacting our customers We have been in business for years and focus our attention on providing world class customer service Thank you!Jenn M [redacted] Customer Relations ManagerBerge Mazda VW [redacted]
I have not received any correspondence from the dealer nor the corporate office to whom I have mailed a letter to both. I do not have any missed calls, voicemails, nor any letters via mail or email. I am unsure how they attempted multiple times to contact me as three different ways to contact me shows no evidence of this. Mr. Tan C [redacted] DID in fact tell me the tires are new, not Mr. Mark M [redacted] as he was not there so I am unsure how he can account for Mr. C [redacted] words to me. Regardless, of the "he said/she said", I do not feel it is right to sell an UNSAFE car to anyone regardless if someone told me this or not, or even if it is "as is", especially when a company has to rotate the tires to hide this fact. If I purchased a new vehicle and the brakes went out did to a company at fault issue, there are legal repercussions. If I did not find out these tires were in such bad condition, I could have been seriously injured or seriously injured another driver. Just because I was made aware of this prior to anything bad happening should not resolve this company from being liable. The fact that this company told me to drive the vehicle even though it is against the law to drive with a crack in the view line of the windshield, even if I DID, lie down on the ground to find this hidden, almost bald tires, would they have replaced them? I couldn't get them to replace the windshield. I did in fact purchase an additional UNWANTED insurance, they call it "Theft protection program". I am not looking at blaming anyone for a purchase as I have wanted to buy this model vehicle for several years. I strongly feel that I should not be told to file a false claim against my insurance and they should replace the UNSAFE tires prior to even putting the vehicle on the lot. I should not have to pay out-of-pocket cost to drive a SAFE newly purchased vehicle even if it is preowned.
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Dispute Resolution,In regards to the complaint filed by [redacted] .4/13/2017: [redacted] brought in his Mazdawith 137,miles on the odometer stating that the vehicle check engine light will come on and flash-then stay solid with a misfire code of Pstored in the system memory Joshua attempted to fix the issue himself by replacing the catalytic converter, ignition coils and spark plugs.We verified the concern with the misfire code Pstored in system memory We discovered some vacuum leaks from PCV hose and Brake Booster Hose and recommended replacement to ensure fuel system trims were proper and to rule out the vacuum leaks as a contributing factor to the vehicle misfiring concern Joshua agreed and provided authorization.After making the vacuum leak repairs the vehicle misfires were still present the technician recommended to perform a compression test to ensure there was no concern with the engine, causing the vehicle misfire code Joshua agreed and authorized the test After verifying the engine compression was good, we recommended replacing or swapping fuel injectors to see if misfires followed the injectors.Customer declined any further diagnosis and chose to remove the vehicle from our shop despite the vehicle not being in proper working order.All diagnostics were authorized and performed as documented All steps in the diagnostic were necessary in the process to determine root cause of Joshua’s vehicle concerns.Berge Mazda always has the customer best interests in mind when assisting them with diagnostic and repair of their vehicle.Despite having performed the initial diagnostics that were requested and authorized Berge Mazda will provide Joshua with the requested reimbursement of $369.17.Respectfully, Ken H***Service & Parts Director Berge Mazda [redacted]
May 11, Complaint ID # [redacted] RE: [redacted] *** Since our receipt of this complaint, we have removed Mr [redacted] and his information from our records, therefore he will no longer be contacted by our dealershipIn conclusion, Berge Mazda Volkswagen does strive for the best customer experienceHowever, we do review our processes and procedures on a continual basis to insure the best customer experience for all our customersSincerely, [redacted] General MangerBerge Mazda Volkswagen
When my vehicle was brought to Berge Volkswagen for a diagnostic, I had power steering. The only initial problem I had, was that all of the dashboard lights were coming on and a beeping sound was being emitted. Again, I reiterate, I had functioning power steering. I called San Tan Volkswagen after receiving the diagnostic and realizing that my power steering was now lost, because I was leery to have Berge work on my vehicle considering the damage they had caused. I had explained the situation with the lights and the beeping to San Tan and told them that I had power steering prior to bringing my vehicle into Berge. They said they would take a look at it when I brought it in, but made no further comment on what I had explained to them. After replacing the power steering rack, they noted that the lights were still on and stated that a "comfort module," needed to be replaced. I gave them permission to replace this and returned to the dealership the following week to pick up my vehicle. Initially, following the reset of all the computer codes, only one light appeared. I paid for the incomplete repairs, because I didn't want to simply lose my vehicle. On the way home, all the lights reappeared and the dash emitted the beeping noise again. This is the same problem I had, when I initially brought my vehicle to Berge Volkswagen. I then took my vehicle to my local mechanic, who said he could find a used ABS module. After this small, $400.00 repair, the lights in my vehicle went off and my vehicle was and has remained fully functional. I would like the $2100.00 back from Berge Volkswagen, as these repairs were unnecessary and very burdensome to me and my family. This situation has shown me exactly how vulnerable a layperson can be, when dealing with automobile dealerships and repair facilities in general. Please contact me soon regarding this matter. Thank you,- [redacted]
October 13th, Revdex.com N12th Street Phoenix, AZ 85014-264- RE Complaint #: [redacted] [redacted] In regards to the complaint filed by [redacted] 10/12/: *** brought in her Mazda with 68,miles on the odometer requesting stating the headlamps were losing clarity and would like them cleanedWe had our detail department clean and polish the headlamps, the vehicle went straight to our detail department and never entered our repair shopWe informed [redacted] that we did not perform any work on the door and we could not have damaged her door handle during the course of cleaning the headlamps on the vehicleWe have since reached out to [redacted] and invited her down to re-inspect the door handle and offered to pay for the repairsWe will insure the customer is completely satisfied with a resolution to her concernsRespectfully, Ken H [redacted] Service & Parts Director Berge Mazda [redacted] Tell us why here
Attached you will find the photos taken of the vehicle and of the claimed damages. At this time we respectfully have decided not to move forward, or take any additional actions. Thank you for your time concerning this matter. Sincerely, *** ***
*** *** ***
*** ***
*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I accepted the repair on the steering wheel and was called minutes later saying that they have decided not to repair the wheel, at no point did I say I wouldn't be happy with the repair! It's obvious he service manager is telling the general manager a different story for some reasonThe service manager called me and said they are willing to repair the wheel, I said ok and asked when I would have the car back and he said that day then I receive a call stating they aren't willing to do the repair anymore, I want my steering wheel either repaired or replacedI don't care which.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I did bring my car down Friday to have Ken H[redacted] inspect it, and at that time he stated there is no sign of forced entry. I never did claim that Berge Mazda did any work on my door. He states through the Revdex.com that there is no way the detail shop could have caused damage to the door handle, this being no different from the denials coming from the service clerks. Simply put, my door handle was stable and secure before the headlight cleaning, and was loose and barely functional after the appointment. Again, that the door handle was damaged somehow during the appointment is now and was never the issue. The continuous denials and portrayal of me as a dishonest liar leaves me astounded.After reading his response, I have no desire to return for any reason whatsoever. I will try to pay for and handle the repair on my own.
When my vehicle was brought to Berge Volkswagen for a diagnostic, I had power steering. The only initial problem I had, was that all of the dashboard lights were coming on and a beeping sound was being emitted. Again, I reiterate, I had functioning power steering. I called San Tan Volkswagen after receiving the diagnostic and realizing that my power steering was now lost, because I was leery to have Berge work on my vehicle considering the damage they had caused. I had explained the situation with the lights and the beeping to San Tan and told them that I had power steering prior to bringing my vehicle into Berge. They said they would take a look at it when I brought it in, but made no further comment on what I had explained to them. After replacing the power steering rack, they noted that the lights were still on and stated that a "comfort module," needed to be replaced. I gave them permission to replace this and returned to the dealership the following week to pick up my vehicle. Initially, following the reset of all the computer codes, only one light appeared. I paid for the incomplete repairs, because I didn't want to simply lose my vehicle. On the way home, all the lights reappeared and the dash emitted the beeping noise again. This is the same problem I had, when I initially brought my vehicle to Berge Volkswagen. I then took my vehicle to my local mechanic, who said he could find a used ABS module. After this small, $400.00 repair, the lights in my vehicle went off and my vehicle was and has remained fully functional. I would like the $2100.00 back from Berge Volkswagen, as these repairs were unnecessary and very burdensome to me and my family. This situation has shown me exactly how vulnerable a layperson can be, when dealing with automobile dealerships and repair facilities in general. Please contact me soon regarding this matter. Thank you,-[redacted]
January 19th, 2016 Revdex.com 4428 N. 12th Street Phoenix, AZ 85014-4585 602 264-5299 RE Complaint #: [redacted] [redacted] [redacted] ...
[redacted] [redacted]In regards to the complaint filed by [redacted]. On 12/04/2015 at approximately 06:15 pm after our business was closing for the evening-: [redacted] brought in her 2009 Volkswagen rabbit with 118,556 miles on the odometer stating that the following. "customer states that while trying to pull out of parking lot the trac and power steering lights came on and the car shuttered, since then anytime you drive the mil, trac, and power steering lights come on and beep, customer did take it to another shop and they think it is an abs issue but was unable to give a full diagnostic, please check and advise". On 12/05/2015 at 08:50am our technician retrieved the vehicle for diagnosis, he observed that the vehicle did not have any power steering as documented on our repair order dated 12/05/2015. It was determined through his diagnosis that we would need to start with replacing the power steering rack and retesting the system as there was multiple issues with the vehicle. We quoted [redacted] $1,897.21 to replace the power steering rack and $72.23 for the initial diagnosis. [redacted] declined the repairs and upon paying for the vehicle our service advisor. Cassanda L[redacted]eminded [redacted] that the vehicle had no power steering and [redacted] stated "/ know it has been that way for a while". In closing While we empathize with [redacted] on her personal hardship. [redacted] and staff have only attempted to assist [redacted] in having her vehicle repaired and in no way caused or is responsible for the condition of her vehicle. It is apparent that [redacted] has been struggling with the repairs on the vehicle as she had been to another repair facility prior to bringing to our location and as stated they were unable to diagnose and the repair the vehicle. [redacted] then chose to have our recommended repair and continued diagnosis done at another Volkswagen dealership. We do not see that any reimbursement is warranted as all work was performed at another facility and [redacted] authorized and paid the $72.23 for diagnostics performed at our facility as documented. [redacted] chose to not have us continue with repairs and further diagnostics. If there are any questions please do not hesitate to contact me, please see attachments for reference.Respectfully, Ken H[redacted] Service & Parts Director[redacted]
Dispute Resolution,In regards to the complaint filed by [redacted].4/13/2017: [redacted] brought in his 2003 Mazda6 with 137,959 miles on the odometer stating that the vehicle check engine light will come on and flash-then stay solid with a misfire code of P0300 stored in the system...
memory. Joshua attempted to fix the issue himself by replacing the catalytic converter, ignition coils and spark plugs.We verified the concern with the misfire code P0300 stored in system memory. We discovered some vacuum leaks from PCV hose and Brake Booster Hose and recommended replacement to ensure fuel system trims were proper and to rule out the vacuum leaks as a contributing factor to the vehicle misfiring concern. Joshua agreed and provided authorization.After making the vacuum leak repairs the vehicle misfires were still present the technician recommended to perform a compression test to ensure there was no concern with the engine, causing the vehicle misfire code. Joshua agreed and authorized the test. After verifying the engine compression was good, we recommended replacing or swapping fuel injectors to see if misfires followed the injectors.Customer declined any further diagnosis and chose to remove the vehicle from our shop despite the vehicle not being in proper working order.All diagnostics were authorized and performed as documented. All steps in the diagnostic were necessary in the process to determine root cause of Joshua’s vehicle concerns.Berge Mazda always has the customer best interests in mind when assisting them with diagnostic and repair of their vehicle.Despite having performed the initial diagnostics that were requested and authorized. Berge Mazda will provide Joshua with the requested reimbursement of $369.17.Respectfully, Ken H[redacted]Service & Parts Director Berge Mazda[redacted]
[redacted]
[redacted]
[redacted]
Revdex.com 4428 N 12th Street Phoenix, AZ 85014 Complaint ID: [redacted] Dispute Resolution, We have received Ms. [redacted]'s letter and in result of that letter we did attempt to contact her. Prior to the letter Ms. [redacted] had a discussion with our Sales Manager who advised her that the vehicle was sold "as-is". Ms. [redacted] had originally viewed the Miata and requested a lower price than the price listed on the vehicle. When we were unable to reach an agreement, she left. Later the same day, Ms. [redacted] returned to our store, at that time Ms. [redacted] and our Sales team came to an agreed price, which included the car being sold "as-is". The windshield at the time of delivery was in the same condition as it was when she first saw the vehicle. At no point did we advise her that the tires were new, this was also a conversation she had with our Sales Manager. Our Sales Manager, advised Ms. [redacted] again that nothing additional would be done to the car, to which she agreed. Additionally, Ms. [redacted] claims that we forced her to purchase GAP insurance, which is inaccurate, she did not purchase any additional insurance on the vehicle at the time of purchase. We understand Ms. [redacted]’s frustration in this matter and looking to blame others for her purchase but we can find no fault in the way we conducted business here and have no records to support her claims. Berge Volkswagen strives for the highest standards of customer service and has for nearly 40 years. Sincerely,
Revdex.com[redacted]
[redacted] Complaint ID: [redacted] Dispute Resolution, On Sunday, August 14th 2016, [redacted] and [redacted] arrived at our store to look and test-drive a Mazda CX-5. While the Salesperson and customers were looking at a specific...
CX-5, [redacted] had tripped on an incline. Sales Manager, Wayne, had offered to call an ambulance to which [redacted] declined.On Tuesday August 16th, our new General Manager, returned [redacted]’s call. To which, they have been corresponding (see attachment). At this time, Berge Mazda Volkswagen has agreed to pay her co-pays, and prescription expenses that have incurred from this incident. Per [redacted]’s request we have contacted our maintenance staff to look at the ramps where [redacted] had fallen. Although, they are mild in grade, we agreed to paint lines and caution to avoid further possible incidents.We take pride in the appearance of our stores as well as the safety for our employees and our customers. Sincerely, Jenn M[redacted]Customer Relations ManagerBerge Mazda Volkswagen[redacted]
Revdex.com 4428 N 12th Street Phoenix, AZ 85014 Complaint ID: [redacted]
* Dispute Resolution, We are sorry to learn of the problems between Mrs. [redacted] and [redacted] regarding a lease termination to [redacted] a few years ago. In our research we could not find any...
communication between Mrs. [redacted] and our company and she has no details for us as to when or whom she may have spoken to. We contacted [redacted] a few days ago on her behalf and unfortunately they are not able to help because of the time expired and they had already been in communication with Mrs. [redacted]. We understand that she claims someone here told her not to worry but we are not in control of the obligations at lease termination between Mrs. [redacted] and [redacted]. We simply act as a drop off point for the customer for [redacted]. [redacted] picks up the vehicle and inspects it for wear, tear, dents and taxes and then bills the customer under their lease agreement. A third party handles the inspections for [redacted] and Mrs. [redacted] was notified of the results a few years ago. We understand Mrs. [redacted]’s frustration in this matter and looking to blame others for her lease obligation but we can find no fault in the way we conducted business here and have no records to support her claims. Berge Volkswagen strives for the highest standards of customer service and has for nearly 40 years. Sincerely, Mark M[redacted]
May 11, 2015 Complaint ID # [redacted] RE: [redacted] Since our receipt of this complaint, we have removed Mr. [redacted] and his information from our records, therefore he will no longer be contacted by our dealership. In conclusion, Berge Mazda Volkswagen does strive for the best...
customer experience. However, we do review our processes and procedures on a continual basis to insure the best customer experience for all our customers. Sincerely, [redacted]General MangerBerge Mazda Volkswagen
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com N 12th Street Phoenix, AZ Complaint ID: [redacted] Dispute Resolution, We have reviewed Mr [redacted] ’s claims and after a thorough investigation we have confirmed that [redacted] has dissolved the loan to which Mr [redacted] has no obligation to the loanWe do strive for the best customer sales satisfaction and will be reviewing our process and procedures as a result Berge Volkswagen strives for the highest standards of customer service and has for over years Sincerely, Gary S [redacted] General Manger Berge Mazda Volkswagen
Thank you for bringing this to our attention We were unaware that a customer did not receive the gift card We have since sent a check directly to the customer for the $and left a message of apology It was not our intention for the customer not to receive the gift card but merely an oversight We have increased our training methods to prevent these type of mishaps from impacting our customers We have been in business for years and focus our attention on providing world class customer service Thank you!Jenn M [redacted] Customer Relations ManagerBerge Mazda VW [redacted]
I have not received any correspondence from the dealer nor the corporate office to whom I have mailed a letter to both. I do not have any missed calls, voicemails, nor any letters via mail or email. I am unsure how they attempted multiple times to contact me as three different ways to contact me shows no evidence of this. Mr. Tan C [redacted] DID in fact tell me the tires are new, not Mr. Mark M [redacted] as he was not there so I am unsure how he can account for Mr. C [redacted] words to me. Regardless, of the "he said/she said", I do not feel it is right to sell an UNSAFE car to anyone regardless if someone told me this or not, or even if it is "as is", especially when a company has to rotate the tires to hide this fact. If I purchased a new vehicle and the brakes went out did to a company at fault issue, there are legal repercussions. If I did not find out these tires were in such bad condition, I could have been seriously injured or seriously injured another driver. Just because I was made aware of this prior to anything bad happening should not resolve this company from being liable. The fact that this company told me to drive the vehicle even though it is against the law to drive with a crack in the view line of the windshield, even if I DID, lie down on the ground to find this hidden, almost bald tires, would they have replaced them? I couldn't get them to replace the windshield. I did in fact purchase an additional UNWANTED insurance, they call it "Theft protection program". I am not looking at blaming anyone for a purchase as I have wanted to buy this model vehicle for several years. I strongly feel that I should not be told to file a false claim against my insurance and they should replace the UNSAFE tires prior to even putting the vehicle on the lot. I should not have to pay out-of-pocket cost to drive a SAFE newly purchased vehicle even if it is preowned.
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Dispute Resolution,In regards to the complaint filed by [redacted] .4/13/2017: [redacted] brought in his Mazdawith 137,miles on the odometer stating that the vehicle check engine light will come on and flash-then stay solid with a misfire code of Pstored in the system memory Joshua attempted to fix the issue himself by replacing the catalytic converter, ignition coils and spark plugs.We verified the concern with the misfire code Pstored in system memory We discovered some vacuum leaks from PCV hose and Brake Booster Hose and recommended replacement to ensure fuel system trims were proper and to rule out the vacuum leaks as a contributing factor to the vehicle misfiring concern Joshua agreed and provided authorization.After making the vacuum leak repairs the vehicle misfires were still present the technician recommended to perform a compression test to ensure there was no concern with the engine, causing the vehicle misfire code Joshua agreed and authorized the test After verifying the engine compression was good, we recommended replacing or swapping fuel injectors to see if misfires followed the injectors.Customer declined any further diagnosis and chose to remove the vehicle from our shop despite the vehicle not being in proper working order.All diagnostics were authorized and performed as documented All steps in the diagnostic were necessary in the process to determine root cause of Joshua’s vehicle concerns.Berge Mazda always has the customer best interests in mind when assisting them with diagnostic and repair of their vehicle.Despite having performed the initial diagnostics that were requested and authorized Berge Mazda will provide Joshua with the requested reimbursement of $369.17.Respectfully, Ken H***Service & Parts Director Berge Mazda [redacted]
May 11, Complaint ID # [redacted] RE: [redacted] *** Since our receipt of this complaint, we have removed Mr [redacted] and his information from our records, therefore he will no longer be contacted by our dealershipIn conclusion, Berge Mazda Volkswagen does strive for the best customer experienceHowever, we do review our processes and procedures on a continual basis to insure the best customer experience for all our customersSincerely, [redacted] General MangerBerge Mazda Volkswagen
When my vehicle was brought to Berge Volkswagen for a diagnostic, I had power steering. The only initial problem I had, was that all of the dashboard lights were coming on and a beeping sound was being emitted. Again, I reiterate, I had functioning power steering. I called San Tan Volkswagen after receiving the diagnostic and realizing that my power steering was now lost, because I was leery to have Berge work on my vehicle considering the damage they had caused. I had explained the situation with the lights and the beeping to San Tan and told them that I had power steering prior to bringing my vehicle into Berge. They said they would take a look at it when I brought it in, but made no further comment on what I had explained to them. After replacing the power steering rack, they noted that the lights were still on and stated that a "comfort module," needed to be replaced. I gave them permission to replace this and returned to the dealership the following week to pick up my vehicle. Initially, following the reset of all the computer codes, only one light appeared. I paid for the incomplete repairs, because I didn't want to simply lose my vehicle. On the way home, all the lights reappeared and the dash emitted the beeping noise again. This is the same problem I had, when I initially brought my vehicle to Berge Volkswagen. I then took my vehicle to my local mechanic, who said he could find a used ABS module. After this small, $400.00 repair, the lights in my vehicle went off and my vehicle was and has remained fully functional. I would like the $2100.00 back from Berge Volkswagen, as these repairs were unnecessary and very burdensome to me and my family. This situation has shown me exactly how vulnerable a layperson can be, when dealing with automobile dealerships and repair facilities in general. Please contact me soon regarding this matter. Thank you,- [redacted]
October 13th, Revdex.com N12th Street Phoenix, AZ 85014-264- RE Complaint #: [redacted] [redacted] In regards to the complaint filed by [redacted] 10/12/: *** brought in her Mazda with 68,miles on the odometer requesting stating the headlamps were losing clarity and would like them cleanedWe had our detail department clean and polish the headlamps, the vehicle went straight to our detail department and never entered our repair shopWe informed [redacted] that we did not perform any work on the door and we could not have damaged her door handle during the course of cleaning the headlamps on the vehicleWe have since reached out to [redacted] and invited her down to re-inspect the door handle and offered to pay for the repairsWe will insure the customer is completely satisfied with a resolution to her concernsRespectfully, Ken H [redacted] Service & Parts Director Berge Mazda [redacted] Tell us why here
Attached you will find the photos taken of the vehicle and of the claimed damages. At this time we respectfully have decided not to move forward, or take any additional actions. Thank you for your time concerning this matter. Sincerely, *** ***
*** *** ***
*** ***
*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I accepted the repair on the steering wheel and was called minutes later saying that they have decided not to repair the wheel, at no point did I say I wouldn't be happy with the repair! It's obvious he service manager is telling the general manager a different story for some reasonThe service manager called me and said they are willing to repair the wheel, I said ok and asked when I would have the car back and he said that day then I receive a call stating they aren't willing to do the repair anymore, I want my steering wheel either repaired or replacedI don't care which.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I did bring my car down Friday to have Ken H[redacted] inspect it, and at that time he stated there is no sign of forced entry. I never did claim that Berge Mazda did any work on my door. He states through the Revdex.com that there is no way the detail shop could have caused damage to the door handle, this being no different from the denials coming from the service clerks. Simply put, my door handle was stable and secure before the headlight cleaning, and was loose and barely functional after the appointment. Again, that the door handle was damaged somehow during the appointment is now and was never the issue. The continuous denials and portrayal of me as a dishonest liar leaves me astounded.After reading his response, I have no desire to return for any reason whatsoever. I will try to pay for and handle the repair on my own.
When my vehicle was brought to Berge Volkswagen for a diagnostic, I had power steering. The only initial problem I had, was that all of the dashboard lights were coming on and a beeping sound was being emitted. Again, I reiterate, I had functioning power steering. I called San Tan Volkswagen after receiving the diagnostic and realizing that my power steering was now lost, because I was leery to have Berge work on my vehicle considering the damage they had caused. I had explained the situation with the lights and the beeping to San Tan and told them that I had power steering prior to bringing my vehicle into Berge. They said they would take a look at it when I brought it in, but made no further comment on what I had explained to them. After replacing the power steering rack, they noted that the lights were still on and stated that a "comfort module," needed to be replaced. I gave them permission to replace this and returned to the dealership the following week to pick up my vehicle. Initially, following the reset of all the computer codes, only one light appeared. I paid for the incomplete repairs, because I didn't want to simply lose my vehicle. On the way home, all the lights reappeared and the dash emitted the beeping noise again. This is the same problem I had, when I initially brought my vehicle to Berge Volkswagen. I then took my vehicle to my local mechanic, who said he could find a used ABS module. After this small, $400.00 repair, the lights in my vehicle went off and my vehicle was and has remained fully functional. I would like the $2100.00 back from Berge Volkswagen, as these repairs were unnecessary and very burdensome to me and my family. This situation has shown me exactly how vulnerable a layperson can be, when dealing with automobile dealerships and repair facilities in general. Please contact me soon regarding this matter. Thank you,-[redacted]
January 19th, 2016 Revdex.com 4428 N. 12th Street Phoenix, AZ 85014-4585 602 264-5299 RE Complaint #: [redacted] [redacted] [redacted] ...
[redacted] [redacted]In regards to the complaint filed by [redacted]. On 12/04/2015 at approximately 06:15 pm after our business was closing for the evening-: [redacted] brought in her 2009 Volkswagen rabbit with 118,556 miles on the odometer stating that the following. "customer states that while trying to pull out of parking lot the trac and power steering lights came on and the car shuttered, since then anytime you drive the mil, trac, and power steering lights come on and beep, customer did take it to another shop and they think it is an abs issue but was unable to give a full diagnostic, please check and advise". On 12/05/2015 at 08:50am our technician retrieved the vehicle for diagnosis, he observed that the vehicle did not have any power steering as documented on our repair order dated 12/05/2015. It was determined through his diagnosis that we would need to start with replacing the power steering rack and retesting the system as there was multiple issues with the vehicle. We quoted [redacted] $1,897.21 to replace the power steering rack and $72.23 for the initial diagnosis. [redacted] declined the repairs and upon paying for the vehicle our service advisor. Cassanda L[redacted]eminded [redacted] that the vehicle had no power steering and [redacted] stated "/ know it has been that way for a while". In closing While we empathize with [redacted] on her personal hardship. [redacted] and staff have only attempted to assist [redacted] in having her vehicle repaired and in no way caused or is responsible for the condition of her vehicle. It is apparent that [redacted] has been struggling with the repairs on the vehicle as she had been to another repair facility prior to bringing to our location and as stated they were unable to diagnose and the repair the vehicle. [redacted] then chose to have our recommended repair and continued diagnosis done at another Volkswagen dealership. We do not see that any reimbursement is warranted as all work was performed at another facility and [redacted] authorized and paid the $72.23 for diagnostics performed at our facility as documented. [redacted] chose to not have us continue with repairs and further diagnostics. If there are any questions please do not hesitate to contact me, please see attachments for reference.Respectfully, Ken H[redacted] Service & Parts Director[redacted]
Dispute Resolution,In regards to the complaint filed by [redacted].4/13/2017: [redacted] brought in his 2003 Mazda6 with 137,959 miles on the odometer stating that the vehicle check engine light will come on and flash-then stay solid with a misfire code of P0300 stored in the system...
memory. Joshua attempted to fix the issue himself by replacing the catalytic converter, ignition coils and spark plugs.We verified the concern with the misfire code P0300 stored in system memory. We discovered some vacuum leaks from PCV hose and Brake Booster Hose and recommended replacement to ensure fuel system trims were proper and to rule out the vacuum leaks as a contributing factor to the vehicle misfiring concern. Joshua agreed and provided authorization.After making the vacuum leak repairs the vehicle misfires were still present the technician recommended to perform a compression test to ensure there was no concern with the engine, causing the vehicle misfire code. Joshua agreed and authorized the test. After verifying the engine compression was good, we recommended replacing or swapping fuel injectors to see if misfires followed the injectors.Customer declined any further diagnosis and chose to remove the vehicle from our shop despite the vehicle not being in proper working order.All diagnostics were authorized and performed as documented. All steps in the diagnostic were necessary in the process to determine root cause of Joshua’s vehicle concerns.Berge Mazda always has the customer best interests in mind when assisting them with diagnostic and repair of their vehicle.Despite having performed the initial diagnostics that were requested and authorized. Berge Mazda will provide Joshua with the requested reimbursement of $369.17.Respectfully, Ken H[redacted]Service & Parts Director Berge Mazda[redacted]
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Revdex.com 4428 N 12th Street Phoenix, AZ 85014 Complaint ID: [redacted] Dispute Resolution, We have received Ms. [redacted]'s letter and in result of that letter we did attempt to contact her. Prior to the letter Ms. [redacted] had a discussion with our Sales Manager who advised her that the vehicle was sold "as-is". Ms. [redacted] had originally viewed the Miata and requested a lower price than the price listed on the vehicle. When we were unable to reach an agreement, she left. Later the same day, Ms. [redacted] returned to our store, at that time Ms. [redacted] and our Sales team came to an agreed price, which included the car being sold "as-is". The windshield at the time of delivery was in the same condition as it was when she first saw the vehicle. At no point did we advise her that the tires were new, this was also a conversation she had with our Sales Manager. Our Sales Manager, advised Ms. [redacted] again that nothing additional would be done to the car, to which she agreed. Additionally, Ms. [redacted] claims that we forced her to purchase GAP insurance, which is inaccurate, she did not purchase any additional insurance on the vehicle at the time of purchase. We understand Ms. [redacted]’s frustration in this matter and looking to blame others for her purchase but we can find no fault in the way we conducted business here and have no records to support her claims. Berge Volkswagen strives for the highest standards of customer service and has for nearly 40 years. Sincerely,
Revdex.com[redacted]
[redacted] Complaint ID: [redacted] Dispute Resolution, On Sunday, August 14th 2016, [redacted] and [redacted] arrived at our store to look and test-drive a Mazda CX-5. While the Salesperson and customers were looking at a specific...
CX-5, [redacted] had tripped on an incline. Sales Manager, Wayne, had offered to call an ambulance to which [redacted] declined.On Tuesday August 16th, our new General Manager, returned [redacted]’s call. To which, they have been corresponding (see attachment). At this time, Berge Mazda Volkswagen has agreed to pay her co-pays, and prescription expenses that have incurred from this incident. Per [redacted]’s request we have contacted our maintenance staff to look at the ramps where [redacted] had fallen. Although, they are mild in grade, we agreed to paint lines and caution to avoid further possible incidents.We take pride in the appearance of our stores as well as the safety for our employees and our customers. Sincerely, Jenn M[redacted]Customer Relations ManagerBerge Mazda Volkswagen[redacted]
Revdex.com 4428 N 12th Street Phoenix, AZ 85014 Complaint ID: [redacted]
* Dispute Resolution, We are sorry to learn of the problems between Mrs. [redacted] and [redacted] regarding a lease termination to [redacted] a few years ago. In our research we could not find any...
communication between Mrs. [redacted] and our company and she has no details for us as to when or whom she may have spoken to. We contacted [redacted] a few days ago on her behalf and unfortunately they are not able to help because of the time expired and they had already been in communication with Mrs. [redacted]. We understand that she claims someone here told her not to worry but we are not in control of the obligations at lease termination between Mrs. [redacted] and [redacted]. We simply act as a drop off point for the customer for [redacted]. [redacted] picks up the vehicle and inspects it for wear, tear, dents and taxes and then bills the customer under their lease agreement. A third party handles the inspections for [redacted] and Mrs. [redacted] was notified of the results a few years ago. We understand Mrs. [redacted]’s frustration in this matter and looking to blame others for her lease obligation but we can find no fault in the way we conducted business here and have no records to support her claims. Berge Volkswagen strives for the highest standards of customer service and has for nearly 40 years. Sincerely, Mark M[redacted]
May 11, 2015 Complaint ID # [redacted] RE: [redacted] Since our receipt of this complaint, we have removed Mr. [redacted] and his information from our records, therefore he will no longer be contacted by our dealership. In conclusion, Berge Mazda Volkswagen does strive for the best...
customer experience. However, we do review our processes and procedures on a continual basis to insure the best customer experience for all our customers. Sincerely, [redacted]General MangerBerge Mazda Volkswagen
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]