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 repairsRespectfully, 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 vehicleThese 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 describedTo determine whether this information applies, contact an authorized [redacted] dealer?? [redacted] Group of America, Incand [redacted] CanadaAll Rights ReservedDecember [redacted] Page of Customer Letter Example (USA)***: [redacted] Subject: Safety Recall [redacted] – Steering Wheel Clock Spring Certain 2010-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-model year [redacted] vehiclesOur 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 airbagA 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 onThese conditions may require repairs that are needed for proper diagnosis of the underlying conditionAny 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 recallWhat should you do? Please contact your authorized [redacted] dealer to schedule this recall repair without delayPlease 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.***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 toolAs 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, New Jersey Avenue, SE., Washington, DC 20590; or call the toll-free Vehicle Safety Hotline at ###-###-#### (TTY: ###-###-####); or go to http://www[redacted] .govWe apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your safety and continued satisfaction with your vehicleThank you for driving a [redacted] ! Sincerely, [redacted] Customer Protection
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 locationI was told that my airbag light was on due to a pod's module which was the seat occupancy sensorWhen the vehicle was checked by a technician it was confirmed that the module was unplugged and triggering the airbag light to stay onThis should have been found at Alexandria and there was NO CHARGE to have my airbag light removedIn 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 onThey cleaned the troubled area and reset the codes and the check engine light DID NOT returnThis was NO CHARGE as they indicated that from their findings the light should not be onThrough simply following up and asking questions to the technician at Springfield I became knowledgeable of my vehicles fault codes that were detectedI 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 lightThis may be why they did not want to give me my vehicle diagnostic reportI asked for it and they denied this request, which is against the law and it upheld with consumer protectionA vehicle diagnostic is always surrendered upon customer request and that is why I am attaching the vehicle diagnostic report from [redacted] of SpringfieldMrAlfred, 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 serviceI have already paid for it to be completed and have retrieved my vehicle I have paid $at Springfield [redacted] , $for towing services from dealership to dealership, over $in transportation(bus/metro/uber/lyft) costs and $for a rental carI feel that if I would have went to Springfield in the first place, none of this week situation would have occurredMy check engine light came on for the first time on February 1st, 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 fineThe FACTS are shown in the attached paperwork and video that we are all aware of and it comes down to Alexandria quoted me $to plug in a sensor, $to remove a check engine light that was detected in their possession and had me banned for asking questions about my diagnostic reportObviously 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 REASONSThis 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] ***
[redacted] returned the vehicle on Thursday 8/stating there was rust colored spots on the rear of the vehicle that weren't there beforeWe 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 vehicleWe inspected the lot to see if there was any evidence of painting done recently but didn't find any such evidenceWe inspected the parking lots and shop area for paint splatter but didn't find anyWe checked all the cars that were on our lot but didn't find any other cars with the paint splatterWe checked with the neighboring buildings to see if they had done any painting recently - none of our neighbors had done any painting recentlyWe do not do any painting here at Alexandria VW nor did we have anyone come here to do any painting recentlyWe 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 doThey 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 sandingMerely buffing the vehicle would not get the paint splatter offThey 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 itWe 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 carWe contacted several local body shops and none of them could get to the car until the following weekWe 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 businessTheir 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 beforeWe had them at [redacted] detailing wet sand and buff the entire car in interest of customer service and we paid [redacted] for the jobNo money for this job was charged to [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 repairsRespectfully, 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 vehicleThese 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 describedTo determine whether this information applies, contact an authorized [redacted] dealer?? [redacted] Group of America, Incand [redacted] CanadaAll Rights ReservedDecember [redacted] Page of Customer Letter Example (USA)***: [redacted] Subject: Safety Recall [redacted] – Steering Wheel Clock Spring Certain 2010-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-model year [redacted] vehiclesOur 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 airbagA 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 onThese conditions may require repairs that are needed for proper diagnosis of the underlying conditionAny 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 recallWhat should you do? Please contact your authorized [redacted] dealer to schedule this recall repair without delayPlease 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.***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 toolAs 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, New Jersey Avenue, SE., Washington, DC 20590; or call the toll-free Vehicle Safety Hotline at ###-###-#### (TTY: ###-###-####); or go to http://www[redacted] .govWe apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your safety and continued satisfaction with your vehicleThank you for driving a [redacted] ! Sincerely, [redacted] Customer Protection
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 locationI was told that my airbag light was on due to a pod's module which was the seat occupancy sensorWhen the vehicle was checked by a technician it was confirmed that the module was unplugged and triggering the airbag light to stay onThis should have been found at Alexandria and there was NO CHARGE to have my airbag light removedIn 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 onThey cleaned the troubled area and reset the codes and the check engine light DID NOT returnThis was NO CHARGE as they indicated that from their findings the light should not be onThrough simply following up and asking questions to the technician at Springfield I became knowledgeable of my vehicles fault codes that were detectedI 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 lightThis may be why they did not want to give me my vehicle diagnostic reportI asked for it and they denied this request, which is against the law and it upheld with consumer protectionA vehicle diagnostic is always surrendered upon customer request and that is why I am attaching the vehicle diagnostic report from [redacted] of SpringfieldMrAlfred, 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 serviceI have already paid for it to be completed and have retrieved my vehicle I have paid $at Springfield [redacted] , $for towing services from dealership to dealership, over $in transportation(bus/metro/uber/lyft) costs and $for a rental carI feel that if I would have went to Springfield in the first place, none of this week situation would have occurredMy check engine light came on for the first time on February 1st, 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 fineThe FACTS are shown in the attached paperwork and video that we are all aware of and it comes down to Alexandria quoted me $to plug in a sensor, $to remove a check engine light that was detected in their possession and had me banned for asking questions about my diagnostic reportObviously 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 REASONSThis 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] ***
[redacted] returned the vehicle on Thursday 8/stating there was rust colored spots on the rear of the vehicle that weren't there beforeWe 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 vehicleWe inspected the lot to see if there was any evidence of painting done recently but didn't find any such evidenceWe inspected the parking lots and shop area for paint splatter but didn't find anyWe checked all the cars that were on our lot but didn't find any other cars with the paint splatterWe checked with the neighboring buildings to see if they had done any painting recently - none of our neighbors had done any painting recentlyWe do not do any painting here at Alexandria VW nor did we have anyone come here to do any painting recentlyWe 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 doThey 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 sandingMerely buffing the vehicle would not get the paint splatter offThey 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 itWe 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 carWe contacted several local body shops and none of them could get to the car until the following weekWe 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 businessTheir 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 beforeWe had them at [redacted] detailing wet sand and buff the entire car in interest of customer service and we paid [redacted] for the jobNo money for this job was charged to [redacted]