Herzog-Meier Auto Center

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 allow me to add that I understand this is industry SOP, and therefore my complaint is really with your patent company.  I have been treated very well by your company in the past, and will absolutely consider you in the future. Best to you and your team. 
Sincerely,
[redacted]

The cancellation was immediately process and Herzog-Meier remitted Check #[redacted] dated 7-30-15 payable to [redacted] in the amount of $2495.

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 charges. Not to mention attempts to leverage information out of context to paint a biased picture. 30 of the 250 Days of loaner vehicle have been paid for with Goodwill from Herzog-Meier. Half of the original water leak parts and labor were also reimbursed. Ms. [redacted] was not charged any labor for the most recent water leak repair. Almost all the charges in question are the result of extended durations Ms. [redacted] was in Herzog-Meier’s new 2017 Volkswagen Loaner. This was 100% out of Herzog-Meier’s control. While Herzog-Meier did offer to cover a Loaner Vehicle during the time it took to repair the second water leak, 130 days is excessive and is only the result of her insurance company’s involvement so the carpet/detail claim could be processed. Herzog-Meier covered a reasonable (3 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 response. Although 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 all. With resolution in mind, Herzog-Meier is offering a last and final Goodwill gesture of an additional $500 against the charges in question. It is Herzog-Meier’s hope that its continued willingness to discuss fair resolution for all supports the communicated dedication to client satisfaction.

We have reached out to Mr. [redacted] and have made arrangements to meet to review the vehicle equipment and diagnose any Bluetooth-related concerns. According to Acura, 2004 TL models were all equipped with this feature. Herzog-Meier regrets any inconvenience Mr. [redacted] experienced with this...

situation.

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 complaint. After 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]

The request to cancel these products has been received but unfortunately, they had already been remitted to Allstate. Because of this, the cancellation cannot be processed until the contract(s) are "active" in the Allstate systems. This is all very normal and an unfortunate result of the timing --...

as it was month-end, Herzog-Meier processed everything very quickly. This should all reasonably happen within days (not weeks) and despite the digital age we live in, the process is slowed by having to mail contracts/payment.Once the cancellation is processed at Allstate and because there is a lienholder (OnPoint Community Credit Union), the credits will be sent to that lender. Allstate will refund Herzog-Meier at which point the credits will be sent to the lender. It is very normal for cancellations like this to reasonable happen within 30 days due to the number of parties involved. There is no question the products will be refunded in full... Herzog-Meier regrets any confusion caused.

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. I 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 work. However, the work has since been completed and the complaint is resolved. I 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]

Complaint: [redacted]I am rejecting this response because: considering reimbursement after looking at my car AGAIN is unacceptable. The fuel issue was fixed after 3 visits (I have kept ALL paperwork and you endangered myself and passengers). The heater stopped getting hot after the radiator was replaced but I decided I just wouldnt use it because I didn't want to come back to Herzog after the ongoing problems. I had no choice when the hood wouldn't open. Remember the radiator was replaced AFTER I came in showing you where my car was leaking and telling you it was over heating. Now that it's cold I realize I have to have my heater working. I am willing to allow them to pick up my car and drop off a complimentary loaner but there must be reimbursement for the numerous visits as well as a different technician working on my car. The fact that this wasn't even offered during the problem itself is unacceptable. I've had no choice to keep going back to Herzog because they did the original work and were paid. Clearly the work hasn't been done correctly the first or second time because I have a stack of service orders that are coded as N/C. I'm tired of constantly contacting you regarding problems. I've wasted a lot of my time going in there for problems that should of been caught the first time and service from the employees is horrible. Please stop treating me like this is my fault and apologize for your mistakes.Sincerely,[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 Company. It was never Herzog-Meier's intention for the vehicle repair to be anything other than the exemplary care we are known for in the...

community. Herzog-Meier contributed a great deal of Goodwill to this repair.The initial repair of the 91,000 mile 2009 Jetta began in December of 2016. 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 2016. 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 visits. The 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 2016 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 areas. The 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 seal. The seal was found to have pieces of broken glass embedded in seal sealing area. The Insurance Adjuster determined that the glass was from a previous repair; Ms. [redacted] purchased the vehicle pre-owned. The glass pieces were removed, the seal re-inspected and water intrusion was still present. The 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, 2017. 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 owner. Herzog-Meier diagnosed an additional water leak at the right-rear sunroof drain tube. 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. The owner wisely approved replacing all four sunroof drains. After 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 vehicle. Herzog-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 115 days of the Rental expense and discounted the resulting balance $100 as a Goodwill gesture. It should be noted that Herzog-Meier’s rental rate is already deeply discounted at the rate of $10.95 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 $309.25 - a 50% split of the original $618.50 water leak repair – at the final date of vehicle pickup.Herzog-Meier removed 20 days of the Rental charge on the second repair. Once 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 failure. Ms. [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 communication. To 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 conversation. When 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 situation. He also informed Herzog-Meier they had been “kicked out of the Ford store” for a related experience. Mr. [redacted] thanked Herzog-Meier for the discounts, repairing the leaks and remitted the remaining payment on August 22nd. So specifically: Herzog-Meier has already split the cost of the first repair ($309.25 of $618.50), the $1332.64 was reimbursed by her Insurance Company (for carpet replacement and interior detail) and Ms. [redacted] was charged for 100 days of Rental Car even though she was in the Rental Car 120 days. Herzog-Meier has no clear understanding why it took 120 days to receive authorization to proceed with the repairs. Herzog-Meier does not believe any additional Goodwill is warranted at this time.

Herzog-Meier Volkswagen nor any other dealer in the US has any control over [redacted]) incentives or programs. At the time of Mr. [redacted] transaction, [redacted] was offering a $500 Owner Loyalty program and this was included in the transaction. Additionally,...

Herzog-Meier allowed $1000 over the actual trade-in value of Mr. [redacted] vehicle in an attempt to assist in the unfortunate nature of the transaction. Despite the fact that the EPA has stated that the affected vehicles are safe to drive and further that [redacted]has on record indicated that a remedy will be made available that will have no effect on vehicle fuel economy, Mr. [redacted] felt it necessary to replace his TDI-equipped vehicle immediately after hearing the news of the Emissions situation. Herzog-Meier respects and appreciates Mr. [redacted] business and regrettably has no provision to accommodate his request at this time. Purely as a Goodwill gesture by Herzog-Meier, Mr. [redacted] was offered a VW Care maintenance package that would cover the maintenance during the contracted vehicle Lease. Mr. [redacted] has spoken to no fewer than three managers at Herzog-Meier and they have all kindly taken the time to explain the Emissions situation to him as best understood at the time. Herzog-Meier has also offered the contact information for [redacted] Customer Care.

It is never our intent to provide such a poor result. If 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 problem. We will consider the reimbursement request once we get a clearer...

picture of what it’s going to take to finally repair the vehicle. We will reach out to [redacted] directly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  The final resolution to this complaint was made by the dealership in the refund of the disputed amount of money to the loan holder made within 48 hours of this complaint.  This was an acceptable solution, and is in line with what Allstate said was possible.  Thank you for your assistance with this matter.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Yes, admittedly we have gone back and forth disputing the discrepancies, which I believe is the procedure during a dispute resolution. The Herzog Meier representative continues to focus on the loaner vehicle. Yes, I had a loaner vehicles. Yes, they were newer cars, one was even brand new.  Yes, there were delays due to my insurance company's involvement. Yes, I paid for the loaner at the same rate they set, which all the customers pay $10.95 a day. I paid this in full. At any point in time they could have rescinded their rental offer and I would have brought the car back, just like I did when they requested the car be switched out as they have a mileage limit in the rental car program. Which I did twice with no problem, so to say it was out of their control is a false statement. I think they believe my complaint is about rental car charges, which is incorrect.My focus is, has and will remain the necessity of the original repair to the weatherstripping that they determined was the problem through many hours of leak testing. As previously stated, if that was the problem and it was repaired, why then in a matter of 48 hours was there water in the EXACT same spot and a need for a completely different repair??  That is the refund I am requesting, all the money associated and paid for a repair that did not fix or frankly even make a "dent" in the water problem? Herzog Meier can make all the excuses they would like about how unwilling, unreasonable and such claims about me that they want, however I paid BOTH bills in full in the amounts stated on the invoice. As far as the claim that Herzog Meier reached out to me to resolve this dispute on August 29 and August 30 is incorrect. I had no voicemails or missed calls or even emails from anyone at Herzog Meier. My husband told me he did receive a call on August 30 during his work hours. He operates very expensive, oversized machinery for a living and is not at liberty to chat with Herzog Meier while operating such machinery for the safety of himself, his co-workers and the equipment. Unfortunately, we were unable to touch base. Herzog Meier is well aware of our work situations and has used email as a primary form of communication with us during both repairs. As for the reference made to charges in question, I am not questioning the charges..... I am questioning the necessity of the first repair completely. I still stand by my original request. Sincerely,
[redacted]

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 folder. I 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 1,732.69 and thereafter the complaint can be considered closed. Thank for your great intervention. It is highly appreciated. Kind Regards   [redacted]