Greenway Associates Inc

There is no need to refund this repair orderWe decided to waive the entire bill and charge everything to our own service departmentI assume this complaint was place prior to this decisionIn conclusion, the customer was not chargedThe invoice ended up being
$Thanks,
Wesley G***
General Manager
Alexandria Volkswagen

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I took my vehicle to another [redacted] Dealership in Springfield, VA and was able to get clarification on alot of concerns I had with the Alexandria location. I was told that my airbag light was on due to a pod's module which was the seat occupancy sensor. When the vehicle was checked by a technician it was confirmed that the module was unplugged and triggering the airbag light to stay on. This should have been found at Alexandria and there was NO CHARGE to have my airbag light removed. In regards to the check engine light it was confirmed that the first time this code was detected it was in the possession of [redacted] of Alexandria (proven by frequency counter, date detected, time of pick up) there were multiple codes found for misfires and it should not have rendered a check engine light to come on. They cleaned the troubled area and reset the codes and the check engine light DID NOT return. This was NO CHARGE as they indicated that from their findings the light should not be on. Through simply following up and asking questions to the technician at Springfield I became knowledgeable of my vehicles fault codes that were detected. I feel that Alexandria purposely hindered my vehicle to produce a check engine fault and cleared it so that it would come up only one more time, getting me to pay for nothing, and returning my vehicle with out the check engine light. This may be why they did not want to give me my vehicle diagnostic report. I asked for it and they denied this request, which is against the law and it upheld with consumer protection. A vehicle diagnostic is always surrendered upon customer request and that is why I am attaching the vehicle diagnostic report from [redacted] of Springfield. Mr. Alfred, the service manager at Alexandria specifically told me that he cannot give me my vehicle diagnostic because it is "property of [redacted] of america". 
[redacted] of Springfield has recommended me to change the spark plugs and a number of other things to keep the Check engine from returning and cleaning up my vehicle, this problem came up in the hands of the [redacted] of Alexandria and I should not be liable to pay for this service. I have already paid for it to be completed and have retrieved my vehicle. 
I have paid $850 at Springfield [redacted], $75 for towing services from dealership to dealership, over $100 in transportation(bus/metro/uber/lyft) costs and $65 for a rental car. I feel that if I would have went to Springfield in the first place, none of this 2 week situation would have occurred. My check engine light came on for the first time on February 1st, 2016 and I never took the vehicle off the property, which is evident in the service records that are attached. 
In any event, there is a lot of he say, she say and OPINIONS about me and Alexandria [redacted] that we will continue to disagree on and that's fine. The FACTS are shown in the attached paperwork and video that we are all aware of and it comes down to Alexandria quoted me $2100 to plug in a sensor, $1800 to remove a check engine light that was detected in their possession and had me banned for asking questions about my diagnostic report. Obviously they did not want me to obtain these documents because they were at fault and did not want to own up to the "mistake". Why couldn't Alexandria find that the Pod's Module has been unplugged and that is the reason that the airbag light is on? Why did they come to a conclusion and diagnose that I needed to replace my entire seat for $2100? Why didn't the service manager take a second look after, I pleaded that this must be a mistake? Why did the service manager not want to show me the diagnostic that was taken for the check engine light or airbag light? The Springfield location was happy to show and explain everything that my diagnostic reported, this gives them credibility and makes a consumer feel comfortable about spending money for the RIGHT REASONS. This is why its required by law that a diagnostic report be surrendered to the consumer if its asked for.  My only answer is that Greenway Associates acting as [redacted] of Alexandria are scamming people out of their hard earned money and that is NOT OKAY. 
Regards,
[redacted]

To whom it may concern:
This letter is in response to [redacted]'s complaint against Alexandria [redacted].  [redacted] dropped off his vehicle to our service department on January 27th for an open recall ([redacted] Clock Spring Recall) and for an airbag light malfunction indicator...

on.The recall calls for either installing a protective cover over the steering wheel clock spring or replacing the clock spring if the airbag light is on and diagnosis confirms the steering wheel clock spring requires replacement.  [redacted] was told that the airbag light was on due to a faulty seat occupancy sensor and was not part of the recall on his vehicle.  [redacted] insisted that this was part of the recall and that it should be replaced at no cost to him.  [redacted] then contacted [redacted] of America to ask for assistance since he thought that the airbag light malfunction his vehicle has should have been included in the recall.
[redacted] and his wife called on Saturday, January 30th and spent over an hour on the phone demanding that his seat occupancy sensor should be replaced under the existing clock spring recall.  **. and [redacted] was advised that this was clearly not part of the recall as stated on the recall letter he has on hand.  [redacted] stopped by the dealership to discuss his situation again but refused to pick up his vehicle.  He insisted that the fault codes for his vehicle was related to the recall since he had fault codes retrieved and cleared by an auto parts store "[redacted]"  The printout we gave him is from his vehicle, he overlooked the fact that the mileage recorded on the test sheet was in kilometers which if converted in to miles is the same as his vehicle's mileage.
[redacted] decided to finally pick up his vehicle on Monday night (February 1st).  After  leaving the dealership, the check engine light on his vehicle came on and stormed back to the dealership and proceeded to call the local Police Department threatening to have one of our Service Advisor arrested for the check engine light coming on.  The Police Officers asked the Service Advisor for information on the situation and then spoke to [redacted] with out further action by the Police Department.  [redacted] left the vehicle to have it diagnosed the next day.
[redacted]'s vehicle was diagnosed  on February 2nd and numerous fault codes were retrieved, none of which are related to the recall (these codes could have been present prior to bringing his vehicle in and having [redacted] clear his codes).  At this time, [redacted] can either approve the repairs on his vehicle or he can pick it up without repairs.
Respectfully,
Alexandria [redacted]
Below is a copy if the letter that went out to customers affected by the recall:
The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To determine whether this information applies, contact an authorized [redacted] dealer. ??2015 [redacted] Group of America, Inc. and [redacted] Canada. All Rights Reserved.
December 2015 [redacted] Page 4 of 28
Customer Letter Example (USA)[redacted]: [redacted]
 
Subject: Safety Recall [redacted] – Steering Wheel Clock Spring
 
Certain 2010-2014 Model Year [redacted] VehiclesDear [redacted] Owner,This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act. [redacted] has decided that a defect, which relates to motor vehicle safety, exists in certain 2010-2014 model year [redacted] vehicles. Our records show that you are the owner of a vehicle affected by this action.
 
What is the issue? Hair or other fibers may contaminate the airbag clock spring (a spiral wound, flat cable that keeps the airbag powered while the steering wheel is being turned). This contamination may tear the cable and result in a loss of electrical connection to the driver's frontal airbag. A loss of electrical connection to the driver's frontal airbag will prevent the airbag from deploying in the event of a vehicle crash, increasing the risk of injury.
 What will we do? To help correct this defect, your authorized [redacted] dealer will:?? Install a protective cover over the steering wheel clock spring if the vehicle does not have an airbag light on,
-OR-?? Install a new steering wheel clock spring if the vehicle has an airbag light on (and diagnosis confirms the steering wheel clock spring requires replacement).
 
The recall repair can take up to two hours to complete, and will be performed for you free of charge.
 
Please note: Other conditions unrelated to a faulty steering wheel clock spring may cause the airbag light to come on. These conditions may require repairs that are needed for 
proper diagnosis of the underlying condition. Any repairs that are (1) necessary for proper 
diagnosis of these other conditions or (2) required to bring the vehicle’s airbag system upto factory specifications are not covered by this safety recall.
What should you do? Please contact your authorized [redacted] dealer to schedule this recall repair without delay.
Please keep in mind that your dealer may need additional time for the preparation of the repair, as well as to accommodate their daily workshop schedule.
  Precautions you should
take
 If the airbag light in your vehicle comes on or if the airbag light is currently on, contact your nearest
 
[redacted] dealer or qualified workshop to have the vehicle inspected/repaired without delay.
 
Please see your Owner’s Manual for more information about the airbag system.
  Lease vehicles and
 
address changes
   
If you are the lessor and registered owner of the vehicle identified in this action, the law requires
 
you to forward this letter immediately via first-class mail to the lessee within ten (10) days of receipt.
 
If you have changed your address or sold the vehicle, please fill out the enclosed prepaid Owner
 
Reply card and mail it to us so we can update our records.
  Reimbursement of
 
Expenses
   
If you have previously paid for repairs relating to the condition described in this letter, please refer
 
to the enclosed form that explains how to request reimbursement.
  Can we assist you
 
further?
   
If your authorized [redacted] dealer fails or is unable to complete this work free of charge within
 
a reasonable time, or if you should have any questions about this communication, please don’t
 
hesitate to contact Customer CARE, Monday through Friday from 8AM to 6PM (local time) by phone
 
at ###-###-####. You are also welcome to e-mail or chat through the “Contact Us” page
  http://www.[redacted]com/contact/.
 
 
 
Checking your vehicle for
 
open Recalls and Service
 
Campaigns
   
To check your vehicle’s eligibility for repair under this or any other recall/service campaign, please
  click on the Look Up Recalls link at www.**.com and enter your Vehicle Identification Number
(VIN) into the Recall/Service Campaign Lookup tool. As always, if you have any questions or if
 
 you need additional assistance, please contact Customer CARE or your authorized [redacted]
 
dealer.
 
If you still cannot obtain satisfaction, you may file a complaint with: The Administrator, National Highway Traffic Safety
 
Administration, 1200 New Jersey Avenue, SE., Washington, DC 20590; or call the toll-free Vehicle Safety Hotline at ###-###-####
  (TTY: ###-###-####); or go to http://www.[redacted].gov.
We apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your safety and
 
continued satisfaction with your vehicle. Thank you for driving a [redacted]!
 
Sincerely,
 
[redacted] Customer Protection

We will refund the $90 and  a letter of apology will be written. Please ask the customer to contact our Service Manager Jonah K[redacted] to arrange this refund. His direct phone number is ###-###-####.

After [redacted]'s comments regarding doing harm and possibly eliminating employees, we decided to contact the local Police Department after comments made by [redacted].  We were advised by the Police Department to tell [redacted] to pick up his vehicle and that he is no longer allowed on our property.  [redacted] was made aware of this notice.  [redacted] came by to pick up his vehicle on February 4, 2016 but he refused to leave.  The Police Department was called to have [redacted] removed from the property.  The Police officers advised [redacted] that if he didn't leave the property, they will take him and he will be charged with trespassing.  After numerous requests to have [redacted] leave the property, he finally left with the assistance of a few Police Officers.  He was told again by Alexandria [redacted] and the Alexandria Police Department to leave the premises and he is no longer allowed to return.  If [redacted] is to return to Alexandria [redacted], the Police Department would then pick him up and he will be charged with trespassing.  At this time, we no longer have any ties with [redacted].

[redacted] returned the
vehicle on Thursday 8/6 stating there was rust colored spots on the rear of the
vehicle that weren't there before. We inspected the vehicle and observed what
appeared to be paint...

splatter on the trunk, rear bumper, right rear quarter
panel and left rear quarter panel of the vehicle. We inspected the lot to see
if there was any evidence of painting done recently but didn't find any such
evidence. We inspected the parking lots and shop area for paint splatter but
didn't find any. We checked all the cars that were on our lot but didn't find
any other cars with the paint splatter. We checked with the neighboring
buildings to see if they had done any painting recently - none of our neighbors
had done any painting recently. We do not do any painting here at Alexandria VW
nor did we have anyone come here to do any painting recently. We do not feel that the paint splatter was
caused by us at Alexandria VW or that it occurred while the vehicle was on our
lot or in our shop and as such cannot take responsibility for the damage. 
In interest of customer
service we had our New Car prep cleaner look at the vehicle to see if we could
simply buff the paint splatter off of the vehicle but he felt he would not be able to.
We then took the car to a local body shop here in Alexandria to see what they
thought and what they could do. They also said it looked like paint splatter
and over spray but they could get it off by wet sanding the car 1st and then
buffing it afterwards to restore the shine lost from wet sanding. Merely buffing the vehicle would not get the paint splatter off. They could not get to the car however until the
following week on Tuesday. 
In interest customer service and of trying to keep [redacted] as a
customer satisfied we offered to have this done for her even though we did not cause
the paint splatter. [redacted] felt that waiting till the following Tuesday was
unacceptable and stated since we are a dealer we have the personnel and we
should be able to take care of it. We let her know that this isn't a job that
we do, we don't have the personnel, the training or the equipment to wet sand
and buff the car. We contacted several local body shops and none of them could
get to the car until the following week. We did find a local detail shop that does
wet sanding and buffing and they offered to do the job but weren't certain
they could be done by the following day close of business. Their guy also
stated the splatters were from paint and in his opinion the splatter wasn't
just from a few days ago but had been there before. We had them at [redacted]
detailing wet sand and buff the entire car in interest of customer service and we paid [redacted] for the job. No money for this job was charged to [redacted].

Review: Buying my first car is suppose to be a great accomplishment in an upcoming achieving adult. My experience at this dealer was horrible! It started when I was negotiating for my interest percentage (which is a consumers right) and the finance manager confronts me with a horrible rude and inappropriate attitude. Judging me based on my credit score and telling me that because of it he didn't feel like giving me a lower rate. I told him "Sir, you are being very rude. Please leave and call the lady I was speaking with." I bought the car anyway and exactly a week after, I returned because my insurance company was having trouble with my car's VIN # and advice me to go to the dealer and ask them about the situation. I spoke to the sales manager, as soon as presented my issue his response was already aggressive, defensive, inappropriate and abusive; Stating "that is not our issue" he stood up and I asked him to seat down while we spoke and he said " he did not feel like it" that attitude already had me feeling attacked. Finally, I was getting ready to leave and asked for his business card incase the issue didn't get resolved ill have to contact them again. He said I wouldn't obtain the card because he "didn't feel like it." I asked so who can I contact if I bought my car here if I don't have the business card. Soon after the same finance manager, from when I first purchased my car, interrupts the conversation and states " you are a nasty woman. " begins to threaten me on my insurance and starts being aggressive and yelling. My mother asks him " why is he calling me nasty?" he states that because he feels like it and because I am. My father asks "why are you being aggressive?" he responds "you haven't seen aggressive yet" at that point I was fed up with the treatment we decided to call the police and as soon as we did they said they wanted us off the property and proceeded to call the police themselves. While we waited for the police, both managers and one sales rep murmured and laughed at my family and I stating that we were dumb people and that all they had to do was snap their finger to get us out because its a private business. It was a horrible experienceDesired Settlement: My desired outcome would be first and foremost and apology from every single person involved. Second some kind of compensation for all the abuse I had to deal with and making my first car experience horrible!!!!!

Business

Response:

Below is an explination from my General Sales Manager. I investigated the situation and interviewed multiple witnesses. They all agreed to the below statement on what happened, for example my young receptionist (she sits near the "Sales Tower") stated after I showed her the Revdex.com complaint "Are you kidding me?! I witnessed the opposite! This customer was crazy!". After speaking to all winesses I don't see any reason for apologies nor do I wish for this customer to return to my store. My family has owned this dealership for many years and I have been here since day one. We take pride in our customer service and we have a huge clintel of wonderful people and would like to keep it that way. See below:

Thanks,

Chief Operating Officer

Alexandria VW & Waldorf VW/Subaru

([redacted] main

([redacted] direct

([redacted] fax

Dear Sir or Madam,

Interest rates are based on a consumers credit history because of a consumers privacy I am not at will to discuss her interest rate that was given by the bank on her previous credit history. We help all our consumers secure financing through the lending institutions we have available to us or give them the option to secure their own financing. [redacted] chose to accept the loan that was presented to her and the parameters the bank set forth to her on her own free will the dealership is not a lending institution. [redacted] returned 8 days later and asked to speak with me with a concern with her insurance. At time of delivery she provided us with insurance. She had a printout that she acquired on line from [redacted] insurance. According to [redacted] the vehicle identification number belonged to a Volkswagen Jetta...She had purchased a Volkswagen Golf. I preceded to go outside to inspect the vehicle identification number on her vehicle. I ran a vehicle identification bar code reader on the vehicle that showed the vehicle was indeed a Golf. I then asked [redacted] to come inside and attempt to go to another on line website for insurance like she did. After putting the vehicle identification number in Progressive, E-surance and [redacted] websites we noticed they all came back as Volkswagen Golfs. The problem was with [redacted]s website they needed to update their software to accommodate this vehicle. I asked [redacted] for her vehicle registration to also confirm the VW Golf. At that time she began to start a ruckus in the dealership and say that was not her problem we had to fix it. Insuring a car is the responsibility of a consumer. After she kept yelling her father went to the car and retrieved her registration which was issued by the [redacted] Department of Motor Vehicles which described the car as a Volkswagen Golf. I provided [redacted] with a copy of an original window sticker of the said vehicle and also a [redacted] stating the vehicle was a VW Golf to fax to her [redacted] agent in the morning so they could resolve their glitch in the system. At that time she began screaming in the showroom that it was my problem and the car was not safe to drive. I then explained to her again that she must submit this information to [redacted] in the morning so they can resolve this issue. She refused to listen to what I was saying . I then proceeded to my desk and she proceeded to follow and raising her voice. At that time the business manager was at his desk and witnessed this outburst from [redacted] and just informed her of a common courtesy that if she does not correct the insurance problem on her own the lending institution that gave her the loan would enforce insurance on the car to protect their property and it was imperative that she follow through with [redacted]. At that time [redacted] proceeded to run up and confront the business manager in a violent way. At that time we instructed [redacted] and her family to refrain from there outburst. They refused. We instructed them to leave the premises they refused. We instructed the receptionist to call the police. The police arrived and looked at the vehicle and informed [redacted] that the license plates issued to a car belonged to a Vw Golf and the vehicle identification number belonged to a VW Golf and their issue was with [redacted] Insurance and not us and told them to submit the paperwork I had provided them to their agent in the morning. They became belligerent with the officer. In the meantime he had called in back up to assist them. [redacted] was instructed by the officers that they must refrain from their actions and leave the property and address their concerns with [redacted] Insurance with the paperwork provided . The dealership was not at fault.

General Sales Manager

Alexandria Volkswagen

Direct [redacted]

Tel [redacted]

Fax [redacted]