Inflection Point Systems

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. 
Regards,
[redacted]

As was explained to the customer, the clutch was worn from usage.  There was no defect found with any component, thus not enabling us to submit to VW for warranty.  The manufacturer, in this case VW, is who authorizes and ultimately pays for such repairs, and this claim would not pass for...

warranty payment under the reason of no mechanical defect.  The flywheel had to be replaced due to excessive heat damage incurred from the clutch slipping - again, not from a defect.  As the dealer, we would obviously prefer to have the manufacturer pay for the repair and not the customer, but we cannot expect payment from the factory under the warranty contract in regards to wear and tear versus a defect.  We empathize with the customer, but #1 Cochran has to rely on the manufacturer for payment when applicable and this was unfortunately not a situation that we could submit under warranty and thus would not be paid by the factory for the work performed.Sincerely,Dirk H[redacted]

We spoke with the customer this morning and have the check and he agreed to have us mail it to him.

We responded back to the customer. He has spoken to the appropriate parties at #1 Cochran and we have discussed the matter with him in person from our Sales Management team.  Lease deals are very specific and the customer knew of the issue with him being over his allotted lease mileage by more than 20,000 miles.  We are not able to negotiate these matters as the lease payment is bases on the residual value of the car based on time and miles.  There is no evidence of any commitment and the customer signed all papers related to this situation and is aware of his commitment. Dirk H[redacted]

We have been in contact with the customer.  This vehicle certainly has created some challenges.  We will be refunding any monies paid by the customer and currently we are replacing the head gaskets.  We have provided the customer alternative transportation each time. Dirk H[redacted]

Vehicle is being bought back

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I called and talked to Brandon September 26, was told they forgot about it and it would be fixed the next week. Called back September 1 and was told another associate was handling it and it would be fixed this up coming week. Then was called by a manager September 8. I have been lied to several times. Now told its going to cost more. I dont understand I could be told it is going to get fixed then brought back in to the office to sign a paper saying its going to cost more weeks latter.

Customer has spoken to our Service Manager.  A new engine cover has been ordered and will be sent to customer upon its arrival.

Our Service Manager - Mr. Ben M[redacted] - is contacting the customer and offering a complimentary loaner vehicle for the day of his convenience to have his vehicle worked on.  The day in question, we had 4 people call off sick and it put us in a bind that day.  We apologize for any...

inconvenience this may have caused.Dirk H[redacted]

Customer last spoke with our Service Manager - Jason C[redacted] - on Thursday.  At this time we are waiting on a panel for the rear hatch to come in and customer is aware. This delay is at the request of customer for us to replace the hatch cover which we are doing at no cost.  We have also installed the fog lights per his request at no cost, and have completely detailed his vehicle as well as had paint chips on the hood fixed - all at no charge to the customer. The panel is due to arrive tomorrow and once it is here and put on the customer will be able to pick up their vehicle and provided all documentation of repairs.  In regards to the repair, the issue was very slight as noted based on the customer test driving the vehicle and not detecting at that time as well.  It also took our certified trained transmission technician multiple times of driving to reproduce the issue, so the safety factor was not as prevalent as the customer states as the computer system had not yet detected an internal failure, as customer states the check engine light was not on, which is the indicator of an issue.     We would be happy to provide the customer an extended warranty package of their choice at our dealer cost if they would so desire.Dirk H[redacted]#1 Cochran

Refund is being processed and we apologize for any inconvenience.Dirk [redacted]

We are happy to look at the vehicle, but the customer has not allowed for that to be done.

Vehicle was purchased from our Lot1 operation - which is a pre-auction site.  Condition of the vehicle passed the PA State & Emission inspection.  We replaced a rusted transmission pan for the customer at no cost.  This was in February.  If customer has other issues, we would...

be happy to evaluate.Dirk H[redacted]

Customer came to our location on 9/22 for estimate and was scheduled for October 6th

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Customer can contact Tony P[redacted] at our Kia store and he will address the customer concern.  He can be reached at ###-###-#### and then have the receptionist connect to Mr. P[redacted]  SincerelyDirk H[redacted]#1 Cochran

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]There was an engine cover attached that had not been there before so I imagine the service manager had a way of opening the hood and getting the correct one on. This does not answer the question about why his mechanic said we needed nearly $1000 in repairs to pass inspection but our local garage was able to pass us with no repairs needed. I still doubt the honesty of this dealer and warn others not to patronize them.

Rental company is reimbursing the customer and we have contacted the customer to bring the car back in to have her concerns addressed.

Here are the notes from our Collision Center Manager that has been dealing with the customer on this situation:Mr. [redacted] had sustained damages to his jeep door and State Farm was only covering part of the damages as they are only liable and responsible for. It was  a State Farm “drive – in “...

estimate they did not need to run through select services since they paid him fairly for his loss. He is the insured by the way. It was reviewed with Mr. [redacted] by State Farm they were only covering part of the damages as he had pre-existing damages as well. Door frames cracked , rusted badly, other dent damages etc. not related. See photos. We took in the door only as he stated to State Farm and informed  us he was in no hurry to complete as he only uses them in the winter months and has other doors he uses in the summertime or not at all. He inquired about the door in this last week and I reminded him of the conversation he had with State Farm and informed him it would be throwing good monies after bad to fix this one due to the other issues. So I located him a grade “A” top tier condition LKQ door that only needed teardown and painting to his color blue of his Jeep and the differences would be $300 dollars or he could also opt not to fix at all and get another door himself and simply hang on the slip on hinges it utilizes to be done with it. He reviewed it with me in person at Robinson, (the old door with its troubles as well as the pricing offered for another door), and I assembled the price for the “LKQ upgrade” door option with the price on a DTP POA sheet so he authorized it at that price. Now he wants to challenge this apparently, after the fact, I now have a door which is top tier LKQ clean and painted to match already after giving us the approval for a customer pay case at this point.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]