I woule be glad to discuss this transaction in detail with the customer myself. I would like to speak with them and try to resolve this matter as soon as possible. I am un of what exactly the customer is asking for. Please have them contact me directly on my personal line [redacted]...
Complaint: 11954169
I am rejecting this response because: As already stated in our original complaint we took our VW van to Honolulu VW 4 times over the course of a 3 month period and they were unable to repair anything we paid them for which is why we kept bringing it back. They had our van for a total of 45 days. To date, the air conditioner, door lock, speedometer, coolant leak and loss of power have not been fully resolved/repaired. Honolulu VW charged us for unnecessary work when they told us the power decline we experienced after picking up the van from them was due to "very old" sparkplugs and sparkplug wires. However, the existing sparkplugs and wires were only 5 months old and had only been used for less than 2000 miles as documented by the invoices previously submitted from Honolulu VW and S[redacted] Auto Repair. The last time we took the van to Honolulu VW on 6/15/16 they kept our van for 23 days and they told us they had test driven it for 6 miles and that everything was fixed with the exception of a replacement part for the speedometer that they claimed must have been defective. Based on the mileage documented by Steve's Auto Repair on 8/10/16 and the shortest distance from Honolulu VW to our home they could not have test driven our van so claiming they drove 6 miles was NOT TRUE. Most importantly after 23 days they returned the van and it caught on fire putting my husband's life in danger. With our experiences to this point, of their dishonesty, their risking my husband's life and their failure to resolve/repair anything they were paid to repair we refuse to take the van back to them to resolve the foregoing issues. Honolulu VW has done nothing but told us untruths time again, and most importantly, could have killed my husband. Thus, we are not willing to have anything we drive be worked on by Honolulu VW ever again. We are currently pursuing getting our money back working with Visa so it simply is not true that we did not let Honolulu VW know of these problems. I called Honolulu VW on 7/11/2016 asking to have the manager call me back. I don't recall her name, however, this was a woman. I left a total of 3 messages for her and to date she has not returned my calls. I spoke to Gary D[redacted] on Monday,7/11/2016. I believe contacting them on the first business day after the van caught on fire constitutes bringing it to their attention right away as did the multiple times we needed to return because their repairs failed. We are the original owner of our 1999 VW van so we have been maintaining our "nearly 20 year old car" for about 20 years. We did everything Honolulu VW recommended, paying over $8,000 including $556.48 for a speed sensor they told us is probably defective, so they were ordering a second one, which we have never received. We immediately called Honolulu VW after the van caught on fire driving home from picking it up from their facility. We are currently working with Visa refuting all charges. We recently contacted National Volkswagen of America at 800-822-8987 and talked to Kyle. He listened to our situation and said they can and will file a complaint against Honolulu VW, however, the National company has no recourse for a VW out of warranty. I will attach the most recent letter we sent to Visa proving that Honolulu VW did not test drive our van prior to returning it to us as was indicated on their invoice #216765 opened 6/15/2016 to 7/8/2016, picked up 7/9/2016. It is likely that the fire and resulting hazardous situation caused by the inadequate and/or possibly negligent repairs by Honolulu VW could have been prevented if Honolulu VW test drove the van prior to returning it to us. Clearly, if they had test driven the car a mere few miles, they would have discovered the inadequate repairs that led to the van catching on fire and risking my husband's life.
Sincerely,
Andrea Neal
I woule be glad to discuss this transaction in detail with the customer myself. I would like to speak with them and try to resolve this matter as soon as possible. I am un of what exactly the customer is asking for. Please have them contact me directly on my personal line [redacted]...
[redacted]
Mahalo - [redacted]
Complaint: 11954169
I am rejecting this response because: As already stated in our original complaint we took our VW van to Honolulu VW 4 times over the course of a 3 month period and they were unable to repair anything we paid them for which is why we kept bringing it back. They had our van for a total of 45 days. To date, the air conditioner, door lock, speedometer, coolant leak and loss of power have not been fully resolved/repaired. Honolulu VW charged us for unnecessary work when they told us the power decline we experienced after picking up the van from them was due to "very old" sparkplugs and sparkplug wires. However, the existing sparkplugs and wires were only 5 months old and had only been used for less than 2000 miles as documented by the invoices previously submitted from Honolulu VW and S[redacted] Auto Repair. The last time we took the van to Honolulu VW on 6/15/16 they kept our van for 23 days and they told us they had test driven it for 6 miles and that everything was fixed with the exception of a replacement part for the speedometer that they claimed must have been defective. Based on the mileage documented by Steve's Auto Repair on 8/10/16 and the shortest distance from Honolulu VW to our home they could not have test driven our van so claiming they drove 6 miles was NOT TRUE. Most importantly after 23 days they returned the van and it caught on fire putting my husband's life in danger. With our experiences to this point, of their dishonesty, their risking my husband's life and their failure to resolve/repair anything they were paid to repair we refuse to take the van back to them to resolve the foregoing issues. Honolulu VW has done nothing but told us untruths time again, and most importantly, could have killed my husband. Thus, we are not willing to have anything we drive be worked on by Honolulu VW ever again. We are currently pursuing getting our money back working with Visa so it simply is not true that we did not let Honolulu VW know of these problems. I called Honolulu VW on 7/11/2016 asking to have the manager call me back. I don't recall her name, however, this was a woman. I left a total of 3 messages for her and to date she has not returned my calls. I spoke to Gary D[redacted] on Monday,7/11/2016. I believe contacting them on the first business day after the van caught on fire constitutes bringing it to their attention right away as did the multiple times we needed to return because their repairs failed. We are the original owner of our 1999 VW van so we have been maintaining our "nearly 20 year old car" for about 20 years. We did everything Honolulu VW recommended, paying over $8,000 including $556.48 for a speed sensor they told us is probably defective, so they were ordering a second one, which we have never received. We immediately called Honolulu VW after the van caught on fire driving home from picking it up from their facility. We are currently working with Visa refuting all charges. We recently contacted National Volkswagen of America at 800-822-8987 and talked to Kyle. He listened to our situation and said they can and will file a complaint against Honolulu VW, however, the National company has no recourse for a VW out of warranty. I will attach the most recent letter we sent to Visa proving that Honolulu VW did not test drive our van prior to returning it to us as was indicated on their invoice #216765 opened 6/15/2016 to 7/8/2016, picked up 7/9/2016. It is likely that the fire and resulting hazardous situation caused by the inadequate and/or possibly negligent repairs by Honolulu VW could have been prevented if Honolulu VW test drove the van prior to returning it to us. Clearly, if they had test driven the car a mere few miles, they would have discovered the inadequate repairs that led to the van catching on fire and risking my husband's life.
Sincerely,
Andrea Neal