HILLCREST VOLKSWAGON

Hillcrest Volkswagen, Inc[redacted] Email: [redacted] 05/18/15RE: [redacted] Revdex.com [redacted] *** [redacted] ***The vehicle in question was sold to [redacted] on 12/03/The vehicle was sold with a month / mile powertrain service contractAccording to our records, the vehicle was brought back in on 12/04/with a statement from the customer stating the "check engine light" was onWe placed the car on to our emissions machine to see if there was a fault in the systemWe are not a Chrysler dealer so this was our only source of diagnostics we had for a vehicle that was not a VolkswagenWe found a fault for a natural vacuum leak detection pumpWe replaced the pump at no chargeThe car was brought back again with the customer stating that a check engine light was onAgain being that we are not a Chrysler dealer, we sent it to a local independent repair shopThe scan tool that he used did not have the software needed to diagnose the issueThe customer was informed to take the vehicle to a Chrysler repair facility for diagnosisThe customer did have the extended service contract that would have given her coverage for powertrain related issuesWe are not sure why after diagnosis that the service contract provider was not called for authorization.Being that the vehicle was sold with a powertrain extended service plan and if taken to a Chrysler dealer as advised, the repairs should have been authorized by the policy producer.I have enclosed a copy of the service contract[redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.If Hillcrest Volkswagon does not have the capability to run a diagnostic on vehicles other than Volkswagons, then I contend they should not be selling themI'm sure there is a system that used car dealers have in place to make mechanical and safety checks on any vehicle before they sell it.It did take them seven (7) days to run their own diagnosticThis timing is well past the limit for me to cancel any contract with themWhen the check engine light came on again and I returned the vehicle, why did they keep it for an additional 1/weeks if there was nothing they could do?Again, I did take the Pacifica to a Chrysler dealer for a diagnosticIt showed a transmission fault and the catalytic converter was badWith that news, I contacted the service contract provider and got authorization to take the vehicle to a transmission specialistHe fixed it, but also insisted that I call the State Police and file a complaint with "Vehicle Fraud" because he felt that the vehicle was not safe to be on the road due to sub-frame rust and holesI am presently waiting for an appointment with the State PoliceHe also could not understand how it would have passed emissions inspection with a bad catalytic converter.Both inspection and emissions stickers were brand new when I purchased itThey expire 12/2015.Since purchasing this vehicle, I have had nothing but problems with itI've replaced the battery and alternatorThe exhaust system has started to rattleIt uses a quart of oil every daysRust spots are coming through all over the bodyThe driver-side door is clunkingPassenger seat release does not workThe air conditioning does not workThere is a loud clunk when I turn the wheel sharply to the leftThe list goes on and onMy "check engine light" is still on imagine that.This vehicle should have been taken to auctionI believe that Hillcrest Volkswagon never did a safety check on this car and just wanted to get it sold and off their lotThey really "saw me coming" and took advantageThank You
Regards,
*** ***

Hillcrest Volkswagen, Inc.[redacted]
Email: [redacted]05/18/15RE: [redacted]Revdex.com
[redacted]...

[redacted]The vehicle in question was sold to [redacted] on 12/03/15. The vehicle was sold with a 3 month / 5000 mile powertrain service contract. According to our records, the vehicle was brought back in on 12/04/15 with a statement from the customer stating the "check engine light" was on. We placed the car on to our emissions machine to see if there was a fault in the system. We are not a Chrysler dealer so this was our only source of diagnostics we had for a vehicle that was not a Volkswagen. We found a fault for a natural vacuum leak detection pump. We replaced the pump at no charge. The car was brought back again with the customer stating that a check engine light was on. Again being that we are not a Chrysler dealer, we sent it to a local independent repair shop. The scan tool that he used did not have the software needed to diagnose the issue. The customer was informed to take the vehicle to a Chrysler repair facility for diagnosis. The customer did have the extended service contract that would have given her coverage for powertrain related issues. We are not sure why after diagnosis that the service contract provider was not called for authorization.Being that the vehicle was sold with a powertrain extended service plan and if taken to a Chrysler dealer as advised, the repairs should have been authorized by the policy producer.I have enclosed a copy of the service contract.[redacted]

Review: 12-3-14-Made offer for 2005 Pacifica contingent upon emissions test/sticker. They did, I signed papers.12-4-14-Check Engine light on, returned vehicle to dealer. Gave me a loaner.12-11-14-Picked up car. Service Manager said it was a sensor on the transmission.My contention is that they did a diagnostic and decided to keep it over a week. Only having three days to cancel the contract, that length of time would not allow me to cancel.Did received a copy of invoice from the Service Mgr, but he only handwrote the code "PO441". He refused to give me a copy of the diagnostic and emissions slip.24 hours later, the "Check Engine" light came back on - returned the vehicle AGAIN to the dealer.They kept the car for an additional 2 1/2 weeks. When I picked it up, the service mgr told me they couldn't figure out what was wrong and instructed me to take it to a Chrysler dealer for a diagnostic. Under the limited warranty, I would be reimbursed $75 IF they found a needed repair that was covered.2-16-15-Took car to [redacted] for Diagnostic - $95.They repaired a broken hose for emission code "PO441" at no charge. Codes they found were: PO420 (catalytic converter)- PO700 (torque converter). They reset the "Check Engine" and did a second diagnostic a few days later but found the same faults. Estimated costs for repairs: Total of $2709. I paid $5700 for the car. I CALLED HILLCREST SEVERAL TIMES FOR MANAGER - NO RESPONSE.2-24-15-Stopped at Hillcrest - no managers available - talked to salesman. I gave him copies of the diagnostics and told him there was no way that the service department didn't know what was wrong with the car when they ran the first test and HOW DID IT PASS EMISSIONS. I felt that I was taken advantage of. He said, "Service doesn't like big jobs". Promised to have [redacted], Mgr, call me. No response. After several calls, spoke to [redacted] and he said he would call me back after he talked to service. No Call Back.Car is now at a transmission shop for repairs.Desired Settlement: I feel I have been taken advantage of. They could have been honest and stopped the deal the moment they found out about the major repairs that needed done. Now, I would like a full refund of all monies: downpayment, monthly payments made thus far and any repair expenses I have paid. The only other option (because I like the car) would be to have it completely repaired at the expense of Hillcrest Volkswagon. This car should not have been resold. It should have been taken to auction.

Business

Response:

Hillcrest Volkswagen, Inc.[redacted]

[redacted] Email: [redacted]05/18/15RE: [redacted]Revdex.com [redacted]

[redacted]The vehicle in question was sold to [redacted] on 12/03/15. The vehicle was sold with a 3 month / 5000 mile powertrain service contract. According to our records, the vehicle was brought back in on 12/04/15 with a statement from the customer stating the "check engine light" was on. We placed the car on to our emissions machine to see if there was a fault in the system. We are not a Chrysler dealer so this was our only source of diagnostics we had for a vehicle that was not a Volkswagen. We found a fault for a natural vacuum leak detection pump. We replaced the pump at no charge. The car was brought back again with the customer stating that a check engine light was on. Again being that we are not a Chrysler dealer, we sent it to a local independent repair shop. The scan tool that he used did not have the software needed to diagnose the issue. The customer was informed to take the vehicle to a Chrysler repair facility for diagnosis. The customer did have the extended service contract that would have given her coverage for powertrain related issues. We are not sure why after diagnosis that the service contract provider was not called for authorization.Being that the vehicle was sold with a powertrain extended service plan and if taken to a Chrysler dealer as advised, the repairs should have been authorized by the policy producer.I have enclosed a copy of the service contract.[redacted]

Review: I brought my 2009 Eos to Hillcrest for repairs again. I have brought it here for the same issue multiple times. I had to purchase a second warranty from Hillcrest since my first warranty was expiring and I was still having issues. The lastest problem was that my car wouldn't go about 20 MPH and I brought it to Hillcrest on August 12th to have my car fixed. I was called on August 14th and told that I needed a new transmission and it would be $5,000. I asked why they weren't putting it through my warranty. Well they forgot that I had a warranty and the warranty company was requiring an examination of my car. The warranty company wouldn't pay the claim because Hillcrest couldn't prove that I needed a transmission since Hillcrest deleted the code and didn't print anything out. This seems very suspicious that I needed a transmission when they wanted me to pay but when there was a warranty company who wanted proof there was nothing wrong anymore. Then when I went to pick up my car Hillcrest wanted to charge me $100 to diagnose my car. When I disputed that charge the owner of Hillcrest told me to take my car he wouldn't charge me and to never step foot in the dealership again for service or repairs. The extended warranty contract was also removed from my glovebox I noticed when I got home from the dealership.Desired Settlement: I would like a refund of $500 as a portion of the extended warranty I purchased since I feel that Hillcrest has treated me so poorly and now I have to wait for the issue to return and then take the car to a different dealership. This is extremely dangerous that I have to drive a car that has not been repaired since Hillcrest reset the code so the warranty company wouldn't be able to confirm that the code that came up didn't actually state that I needed a new transmission.