Herzog-Meier Auto Center

Herzog-Meier has a meeting scheduled with [redacted] this Tuesday at 10am where a vehicle inspection will be completed

It is never our intent to provide such a poor resultIf it is possible, we would like to pick up the car, drop off a complimentary loaner vehicle and find out what’s going on with the heater and fix the hood release problemWe will consider the reimbursement request once we get a clearer picture of what it’s going to take to finally repair the vehicleWe will reach out to [redacted] directly

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would like to change my response as I was not able to respond in time It took some time to get my car into the dealership and for them to be able to complete the workHowever, the work has since been completed and the complaint is resolvedI would like to include that Mike and Jordan were great, but I still received some hostile behavior from other employees at the dealership which will keep me from being a customer in the future Thank you, [redacted]

We have reached out to Mr [redacted] and have made arrangements to meet to review the vehicle equipment and diagnose any Bluetooth-related concernsAccording to Acura, TL models were all equipped with this featureHerzog-Meier regrets any inconvenience Mr [redacted] experienced with this situation

Herzog-Meier has gone back and forth disputing Ms [redacted] ’s specific discrepancies and unfortunately, she has shown how unwilling she is to accept responsibility for a large portion of the delays and subsequent loaner chargesNot to mention attempts to leverage information out of context to paint a biased pictureof the Days of loaner vehicle have been paid for with Goodwill from Herzog-MeierHalf of the original water leak parts and labor were also reimbursedMs [redacted] was not charged any labor for the most recent water leak repairAlmost all the charges in question are the result of extended durations Ms [redacted] was in Herzog-Meier’s new Volkswagen LoanerThis was 100% out of Herzog-Meier’s controlWhile Herzog-Meier did offer to cover a Loaner Vehicle during the time it took to repair the second water leak, days is excessive and is only the result of her insurance company’s involvement so the carpet/detail claim could be processedHerzog-Meier covered a reasonable (weeks) amount of that loaner – their sunroof repair only took a few days once it was finally approved.Herzog-Meier has also attempted to reach Ms [redacted] to resolve this both on 29-Aug and 30-Aug with no responseAlthough both parties seem to disagree on multiple aspects within this scenario, Herzog-Meier continues to attempt to gain a mutual sense of fair resolution for allWith resolution in mind, Herzog-Meier is offering a last and final Goodwill gesture of an additional $against the charges in questionIt is Herzog-Meier’s hope that its continued willingness to discuss fair resolution for all supports the communicated dedication to client satisfaction

A resolution has been reached with [redacted] whereby Herzog-Meier has flushed the Heater Core and re-aligned the hood at no expense and an agreed-upon refund will be issued Mike P [redacted]

Revdex.com: I'm sorry for the delayed answer, I found your notifications got lost into my mail junk folderI apologize I'm out of the seven days limit I just wanted to let you know Herzog-Meier has indeed sent me a check covering the difference that was claimed for the amount of 1,and thereafter the complaint can be considered closedThank for your great interventionIt is highly appreciatedKind Regards [redacted]

Regrettably the repair(s) of Ms [redacted] 's vehicle was a long, drawn-out process that involved a previous vehicle accident, multiple visits and an Insurance CompanyIt was never Herzog-Meier's intention for the vehicle repair to be anything other than the exemplary care we are known for in the communityHerzog-Meier contributed a great deal of Goodwill to this repair.The initial repair of the 91,mile Jetta began in December of It is Herzog-Meier's understanding that a vehicle accident resulting in damage to the right front fender, door, headlight and hood along with underlying damage occurred on May 14th of The vehicle was repaired at Rawe Body and Collision in Tillamook and it was reported that the vehicle was picked up noting poor workmanship requiring additional visitsThe owner commented via e-mail to Herzog-Meier that water was found to be leaking into the right rear passenger foot well in late Sept/Oct of 2016.In December of the vehicle was brought to Herzog-Meier with a concern of water leaking into the vehicle and moisture at the front and rear passenger floor areasThe client also authorized a 90K service, requested inspection/diagnosis of a transmission warning condition on the vehicle and a concern regarding the passenger mirror glass (same area of accident) not working.Focusing specifically on the water leak: Herzog-Meier was able to confirm water intrusion and determined that water was entering the vehicle at the passenger side rear door sealThe seal was found to have pieces of broken glass embedded in seal sealing areaThe Insurance Adjuster determined that the glass was from a previous repair; Ms [redacted] purchased the vehicle pre-ownedThe glass pieces were removed, the seal re-inspected and water intrusion was still presentThe seal was deformed and needed replacement Delays in receiving authorization from the owner and involvement with the Insurance Company caused significant delay (and mildew to develop inside the vehicle) but Herzog-Meier's recommendation to replace the passenger side rear door seal was completed and the vehicle was returned to the owner on April 22nd, At the time of pickup, the carpets were dry and no residual water was detected.Over the weekend, it was noted that there was still a water leak so the vehicle was brought back into Herzog-Meier on the 24th of April with authorization from Herzog-Meier to tear-down and diagnose the leak at no cost to the ownerHerzog-Meier diagnosed an additional water leak at the right-rear sunroof drain tubeIt’s important to understand that sunroof drains are common sources for water leaksHerzog-Meier had previously tested the drain tubes and found them to be draining correctly, with fluid flowing on the groundThose tests were done on a flat surfaceThere was also a note that the body shop checked and confirmed their proper operation as wellHowever, after duplicating the driveway incline where the vehicle is parked (at the owner’s home), Herzog-Meier dropped the headliner, removed the c-pillar trim and rear seat to find the water trackIt was then possible to see that the right rear drain tube was dripping from the tube/fitting seamThe owner wisely approved replacing all four sunroof drainsAfter significant additional testing, Herzog-Meier found no remaining water intrusion.During the entirety of these repairs, Herzog-Meier contributed a significant amount of Goodwill (discounts) to Ms [redacted] For example:Due to the time the vehicle sat waiting for approval for the initial repair, the glass on the aforementioned passenger side mirror delaminated and fell off the vehicleHerzog-Meier did not cause this issue but covered the parts and labor to replace this item.Herzog-Meier also performed a headlight restoration on the Driver side headlight as a Goodwill gesture (to match the new headlight on the passenger side).When the vehicle was originally picked up in April, Herzog-Meier discounted several of the days of the Rental expense and discounted the resulting balance $as a Goodwill gestureIt should be noted that Herzog-Meier’s rental rate is already deeply discounted at the rate of $per day for all guests.Herzog-Meier did not charge for any time to diagnose or repair the sunroof drains (the owner merely paid the parts)Herzog-Meier further discounted the initial repair $- a 50% split of the original $water leak repair – at the final date of vehicle pickup.Herzog-Meier removed days of the Rental charge on the second repairOnce the Insurance Company became involved (resulting in them covering the carpets), delays were significant.The dash light repair as Ms [redacted] states was not a recall item (though Herzog-Meier did perform outstanding campaigns during the visit) – Herzog-Meier diagnosed a fault for a valve body solenoid and recommended a replacement value body due to internal failureMs [redacted] declined the repairs.Throughout this repair it was unclear but there was mention of the original Body Shop and Insurance Company possibly paying portions of the repair directly to Ms [redacted] Additionally, multiple Herzog-Meier managers were involved throughout this repair and are confident Herzog-Meier participated heavily in this scenario with the client experience in mind and with consistent communicationTo that point specifically and on more than one occasion Herzog-Meier management struggled to communicate with Ms [redacted] due to her belligerent and foul approach to what was supposed to have been a professional conversationWhen Mr [redacted] came to pick up the vehicle, he apologized over and over and was “embarrassed” due to how his wife has handled this whole situationHe also informed Herzog-Meier they had been “kicked out of the Ford store” for a related experienceMr [redacted] thanked Herzog-Meier for the discounts, repairing the leaks and remitted the remaining payment on August 22ndSo specifically: Herzog-Meier has already split the cost of the first repair ($of $618.50), the $was reimbursed by her Insurance Company (for carpet replacement and interior detail) and Ms [redacted] was charged for days of Rental Car even though she was in the Rental Car daysHerzog-Meier has no clear understanding why it took days to receive authorization to proceed with the repairsHerzog-Meier does not believe any additional Goodwill is warranted at this time

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please see attached document.Sincerely, [redacted] You can now close the complaintAfter HM VW took care of an personnel issue we were able to work together to reach a satisfactory repair and resolve the issue Thanks, [redacted] ***

Complaint: ***I am rejecting this response because:the stated $extra travalue is information, also I didn't receive free maintenance from VW or the dealershipWhen I see them written down I will accept the resolution.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Herzog-Meier wishes to extend a sincere apology for Mr*** poor experience with our Mazda businessOf course Herzog-Meier is more than willing to repair/remove any swirls marks we may have accidentally causedIt is unreasonable to request that we compensate Mr*** for that service at an
outside vendor that is out of our controlWe are also very appreciative for such good care that was taken of our loaner vehicleWe will gladly process a reimbursement to Mr*** for the wiper blades and oil he purchased once we have the receipts
Also, the headlight system is working as designed and a slight difference in tint is not abnormalHerzog-Meier Mazda is more than willing to replace/repair any failed component using the manufacturer warranty should there exist a failure during the manufacturer warranty period but Herzog-Meier is bound by the Policies and Procedures of Mazda USAThis would not be a claim that would be honored at this time by Mazda under the current Warranty guidelines
Mike P***Fixed Operations DirectorHerzog-Meier Auto Center

Herzog-Meier has reached out to Ms*** and will be refunding the amount paid for the services performed on the vehicle

Herzog-Meier appreciates Mr***’s comments and feedbackUnfortunately, Mr*** has identified an industry practice that affects possibly all manufacturersDuring certain times of the year, Automobile manufacturers attempt to create a sense of urgency for vehicle sales through marketing
and advertising mechanismsOne of those mechanisms is a payment advertisement (based on a vehicle Lease). While there are many laws that govern how those ads are displayed to a consumer, much of the detail is presented in small text that covers the specificsFor example, as in the case of the Volkswagen Jetta, the $189*/month Lease Special reads, “*Monthly lease payment based on MSRP of $18,and destination charges, excluding title, tax, options, accessories, and dealer fees.” While Herzog-Meier and other Dealers may have plenty of Jetta vehicles that have the same base MSRP, there may be additional regional package options (Cold Weather for the Pacific NW for example) or accessories (All-Season floor mats) added to the vehicle which can raise the MSRP and subsequently, the paymentHerzog-Meier takes this feedback seriously and has already modified training information for Sales Personnel to include better explanations of these potential discrepancies regarding Nationally Advertised Specials. Lastly, though perhaps not convenient, it is always possible to attempt to locate a vehicle that has no additional items or even order a vehicle matching the specification of the AdvertisementIn general however, most clients prefer the small additions to the vehicle that VW has chosen for the Pacific Northwest region so their inclusion on most of the cars has become “standard.” Herzog-Meier apologizes to Mr*** for any misunderstanding or inconvenience and appreciate the positive feedback about the employees with whom he had interactionFurther, Herzog-Meier will make every attempt to provide this feedback to Volkswagen directly at the next local marketing association meeting

This request has been processedLonnie is no longer with Herzog-Meier which may explain the lack of response however what Mr*** explained is both unacceptable and uncharacteristic of our operationWe deeply regret the frustration Mr*** has experienced and hope to regain his trust enough to
have an opportunity to earn his business in the futureWe also have attempted to reach Mr*** unsuccessfully to apologize and work to resolve any outstanding issuesHerzog-Meier has been serving the community for almost years and we strive to provide excellent experiences and customer interactionsWe appreciate Mr*** business and though *** processing the cancellation may cause a small delay, we can confirm that *** *** will have the refund as quickly as possible. If Mr*** has any future concerns or questions he can contact Chris L*** (General Sales Manager) at*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Herzog-Meier calculated the remaining payments based on information provided by the clientThat calculation was insufficient to adequately cover the expense incurred by terminating the current lease earlyHerzog-Meier has been in contact with the client and will reimburse the client the difference
owed

Mr*** would have received the information regarding VW Care via e-mailConfirmation of the contract is attached
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Herzog-Meier has a meeting scheduled with [redacted] this Tuesday at 10am where a vehicle inspection will be completed.

Complaint: [redacted]
I am rejecting this response because:Unfortunately,  for me it has been a long drawn out process. Correct, my vehicle is a 2009 VW Jetta and it was involved in an accident in May 2016. A uninsured vehicle hit me while attempting to occupy the same lane as my vehicle and hit me. The damage was to the front grill, bumper and  right side headlight, fender, passenger door and mirror. All of the physical damage was repaired between two shops when it was dropped off at Herzog- Meier. They refer to prior poor workmanship, when the vehicle was originally repaired the new fender the shop put on was loose to the touch. I took the vehicle to another shop to verify that the integrity of the fender remained and that it was safe.  The insurance company used the term poor workmanship when they were in contact with the  2nd shop stating they were not able to guarantee payment on additional damage that was caused by poor workmanship. When  I noticed the vehicle started leaking late September / early October  I contacted Rawe to repair the leak. He conducted several tests, that included pouring water directly into the sunroof and was unable to determine where the leak was coming from and recommended a VW Dealer as they should be more familiar with their vehicle and be able to diagnose the source of the leak more efficiently then he could.  After several conversations  back and forth with the insurance company regarding the possibility it may have been damage caused by the accident, the conclusion was I needed to take the car in for diagnosis. Herzog-Meier is correct the car was taken to them in 12/28/2016. With as they stated concerns about water pooling on the rear passenger floor, 90K mile service and dash lights, including ABS, emergency brake and several other lights that illuminated while driving and the passenger mirror not responding when I tried to adjust the mirror. Water Leak:  Herzog-Meier did determine the water was entering via the inner rear door seal.  I had to inquire many times for photos and exact location of where the water was coming from because I was told the seal was dislodged, not that it contained broken glass being embedded in the sealing area and as a rebuttal to Herzog-Meier statements that the adjuster determined it was from a previous repair is interesting, as the only repair to this vehicle has been a windshield and a tow claim noted below.  Subj/Veh Claim Data *PRC* CLUE File #: [redacted] Policy Type: PA 04/26/2013 2yrs-9mos   Policy Holder: [redacted], [redacted] DOB: 00/00/00Sex: M Vehicle Operator: [redacted], [redacted] DOB: 00/00/0000Sex: Address:   BAY CITY, OR97107 Driver License #: [redacted]License State: OR Vehicle: 2009 VOLK JETTA SE/SEL VIN: 3[redacted]Disposition: Claim Type Amount Paid CP/C $516.00 RR/C $0.00 FP: 00/00/0000   Subj/Veh Claim Data *PRC* CLUE File #: [redacted] Policy Type: PA 12/18/2012 3yrs-1mos   Policy Holder: [redacted], [redacted] DOB: 06/14/1990Sex: M Vehicle Operator: , DOB: 00/00/0000Sex: Address: BAY CITY, OR97107 Driver License #: [redacted]License State: OR Vehicle: 2009 VOLK JETTA SE/SEL VIN: [redacted]Disposition: Not Reported Claim Type Amount Paid TL/C $79.00 FP: 00/00/0000 This is a Clue report that was run using the VIN # and shows a comp claim for a Windshield and a lockout.  The previous owner of the vehicle was my son and he has the receipts for both of these claims. I also have the report the field adjuster submitted to my insurance company regarding his visit to Herzog –Meier to determine where the leak was coming from as well as an email from Josh M[redacted] who was the service advisor for the leak repair, both state there was NO damage to the seal itself. I can provide the estimate from the field Adjuster. So this glass issue is a recent development.  When I picked up the car the first time I had to sign a final work order and have requested multiple times for the signed copy and they cannot seem to locate the document. Yes, there were delays in receiving authorization for the repairs and mold did develop in the vehicle. Herzog Meier replaced the door seal and yes the floor was dry when I picked up the car 04/22/2017. I cleaned the mold myself.  But the glass was missing from the mirror and when I dropped the car off, the glass was intact. My husband signed a diagram that contained no mark or listed damage upon intake of the vehicle at the shop.On 04/24/2017 I contacted the shop to let them know the water was back, in the exact same spot it was before they “repaired” the leak.  In my opinion, the leak was misdiagnosed. What are the chances/odds you receive the vehicle back and in two days time (I did not enter the car on Sunday 04/23/2017)  a lot of water appeared in the exact same place, rear passenger floor.  In the Herzog-Meier response to my complaint they even say:  It’s important to understand that sunroof drains are common sources for water leaks. Herzog-Meier had previously tested the drain tubes and found them to be draining correctly, with fluid flowing on the ground. Those tests were done on a flat surface. There was also a note that the body shop checked and confirmed their proper operation as well. However, after duplicating the driveway incline where the vehicle is parked (at the owner’s home), Herzog-Meier dropped the headliner, removed the c-pillar trim and rear seat to find the water track. It was then possible to see that the right rear drain tube was dripping from the tube/fitting seam.Which leads me to believe the wrong repair was done initially…. During the first repair they tested the sunroof but obviously, incorrectly if they were dripping.  Mistakes are made, I believe that is the case here. How likely is it that my vehicle developed a brand new leak two days after leaving the shop? About as likely as winning the Powerball jackpot last night. All dash lights were illuminating not just transmission lights. During the time my vehicle was at Herzog Meier my son received a recall notice for the exact same issue, ABS, emergency, traction and other dash lights coming on intermittently either by themselves or all together. Herzog Meier charged me $130.00 to diagnose the light issue, knowing there was a recall for the same issue. They repaired that as well and were paid $1435.72 under campaign.   This paragraph is the response to their last full paragraph. Which is sad, because basically the professional repair shop makes accusations, name calls and repeats untruths: 1.       If the author of this response, which is clearly Andy  is accusing me of receiving payments for any of the Herzog-Repairs repairs from another body shop, they should be ready to prove such accusations.2.        He also states multiple managers were involved, I only spoke to David P[redacted]3.       You can refer to my actions as belligerent and foul when speaking regarding the entire repair process…. And this will be the last time I am goated into your silly name calling game. Yes, I was upset and raised my voice, told them the same exact information I’ve provided on this complaint. But, when a shop makes every effort to avoid admitting they may have made a mistake to the tune of $2229.40 the victim might not be as polite as they would like. But I might add David was not on his best professional behavior when I disagreed with him either. Difference is, I am the customer he is the professional.  4.        As far as what you claim my husband said…..  I will give you the benefit of saying you edited them slightly,  I provided him with a copy of your  response> He  is a 6 time Iraq and Afghanistan war Veteran and does not apologize for much, sent me a text  exact words, “first off I never apologized to anybody or said I was embarrased about  anything. He started telling you a story of how Bob was an older gentleman and kicked me and me alone out of the store. I didn’t get to finish the story so he is taking it out of context.  ( he used some other choice words  in places but I edited it for this reply) .  I do like how you said they Andy, I speak with the shop and their employees at least 4 times a week.  He is correct my insurance company paid for the cost of the damaged that ensued from the sunroof drain leak in the amount of $1332.64 for damage and $164.25 for rental car.The fact still remains my husband and I were told by David Powell the rental car would be taken care of at the same time he told us that the tear down and labor to find the leak and we agreed. Why would we be responsible for a rental or the re-diagnosis? Not our fault it was diagnosed incorrectly initially and a wrong repair done.  Just like he put,  we got the car situated correctly and the leak appeared,  if they would have done that the first time, we would never have had to come back.  They claim to have given me Goodwill discounts….. replaced mirror glass that was lost while the vehicle was in their care, custody and control.A headlight restoration that Andy told my husband was  $175.00, why ? Their rental rate for a loaner is $10.95 while your vehicle is in their shop, for all customers.  Ultimately, we can argue this all day long, but the fact remains I paid for two repairs and two car rentals.  I believe the repair of the sunroof to be legitimate. The repair of the door weather stripping was “let’s hope this works” and they found out quickly it did not, which the reason I would like the remaining $309.25 for the original repair and one of the car rental bills, the lowest one will be fine for a total of $1402.80.Sincerely,
[redacted]