Initial Business Response /* (1000, 7, 2014/03/19) */
Contact Name and Title: *** *** Sevice Direc
Contact Phone: XXXXXXXXXX
Contact Email: ***@jenningsvw.com
*** ***
Revdex.com
Serving Chicago and Northern Illinois
NWabash Avenue
Suite
Chicago,
IL XXXXX-XXXX
P: 312/XXX-XXXX
F: 312/XXX-XXXX
Re: Complaint Activity Report
Case : XXXXXXXX
***, *** - *** **
*** *** *** * 45,Miles
Please allow this to serve as a response to the complaint referenced aboveThe following details the events as documented
On *** *** (repair order #vwcsXXXXXX) the customer came in with two concernsThe first was a request for a routine maintenance oil change, which was performed without incident and omitted from the referenced complaintThe second was that the vehicle's check engine warning light was onWe were authorized to perform the oil change and to identify the cause behind the Service Engine Soon light (also referred to as a "check engine light")The customer was informed of the price for the oil change and for the diagnosis
We began the repair with the oil changeWe then discovered that there were multiple codes presenting on our manufacturer approved diagnostic tool, which suggested that the mass air flow sensor was not performing, as well as a need to clean carbon residue out of the intake valve and flushing (cleaning) the fuel injectorsAt this time, we also informed the customer that the vehicle kept dying (becoming completely inoperative) in the shopWhen presented with this information, the customer elected to have the mass air flow sensor replaced in isolation and was informed of the costThe oil change service and the diagnosis and replacement of the mass air flow sensor service consisted of $for labor and $for the mass air flow sensor part/material and ultimately totaled $
Since the Service Engine Soon light remained on, the customer was made fully aware that more work would be required in order to repair the actual cause of the warning lightDespite this information, no other services were authorized by the customer and the vehicle left our facility "as is," with the one concern not fully resolved
The customer returned sixteen days later on *** *** 2014, requesting a resolution to the issue with the Service Engine Soon lightIn an effort to show good faith, we re-checked our work (free of charge) and found that the new mass air flow sensor the customer had paid for was, indeed, operating properlyWith the mass air flow sensor now operative, the outcome of the diagnostic codes changed to suggest that the vehicle's engine was "running rich," or getting too much fuelThis condition is symptomatic of several circumstances common to automobiles and we informed the customer that further investigation would be necessary if we were to get to the root of the issue and ultimately solve the concern
While we were willing to accommodate the customer and verify that our work and parts were operative, additional allocation of experience and resources was a chargeable serviceThe customer declined to pay for any further inspection or work and, again, elected to remove their vehicle from our shop in an "as-is" state
In the complaint, the customer states that the vehicle was brought in for repair on *** *** We trust this indication was an oversight
It appears that the customer is under the impression that there was an overcharge and this is simply not the caseThe customer was informed of the labor charge for the oil change; informed of the charge for the diagnosis; and informed of the charge for the replacement of the mass air flow sensorIt should be noted that the labor charge for the diagnosis was applied to the labor charge for the replacement of the mass air flow sensorAs is the industry standard, pricing was calculated by the job, not the hour, and all work performed was expressly authorized and necessary
We are proud of our solid fifty-six year reputation, our AAA rating with the Revdex.com, and our significant customer retention rateWe genuinely appreciate the opportunity to stand behind our work and would like the opportunity to correct any faults or failings
We've leased two cars now from Jennings VW, and both experiences were fantastic. After shopping around for the best deal, we gravitated to Jennings not only for the deal but for the knowledge, professionalism, and courtesy of the staff. This extends from the Sales people (Armando specifically), to Financing and Service. Well done Jennings.
Initial Business Response /* (1000, 7, 2014/03/19) */
Contact Name and Title: *** *** Sevice Direc
Contact Phone: XXXXXXXXXX
Contact Email: ***@jenningsvw.com
*** ***
Revdex.com
Serving Chicago and Northern Illinois
NWabash Avenue
Suite
Chicago,
IL XXXXX-XXXX
P: 312/XXX-XXXX
F: 312/XXX-XXXX
Re: Complaint Activity Report
Case : XXXXXXXX
***, *** - *** **
*** *** *** * 45,Miles
Please allow this to serve as a response to the complaint referenced aboveThe following details the events as documented
On *** *** (repair order #vwcsXXXXXX) the customer came in with two concernsThe first was a request for a routine maintenance oil change, which was performed without incident and omitted from the referenced complaintThe second was that the vehicle's check engine warning light was onWe were authorized to perform the oil change and to identify the cause behind the Service Engine Soon light (also referred to as a "check engine light")The customer was informed of the price for the oil change and for the diagnosis
We began the repair with the oil changeWe then discovered that there were multiple codes presenting on our manufacturer approved diagnostic tool, which suggested that the mass air flow sensor was not performing, as well as a need to clean carbon residue out of the intake valve and flushing (cleaning) the fuel injectorsAt this time, we also informed the customer that the vehicle kept dying (becoming completely inoperative) in the shopWhen presented with this information, the customer elected to have the mass air flow sensor replaced in isolation and was informed of the costThe oil change service and the diagnosis and replacement of the mass air flow sensor service consisted of $for labor and $for the mass air flow sensor part/material and ultimately totaled $
Since the Service Engine Soon light remained on, the customer was made fully aware that more work would be required in order to repair the actual cause of the warning lightDespite this information, no other services were authorized by the customer and the vehicle left our facility "as is," with the one concern not fully resolved
The customer returned sixteen days later on *** *** 2014, requesting a resolution to the issue with the Service Engine Soon lightIn an effort to show good faith, we re-checked our work (free of charge) and found that the new mass air flow sensor the customer had paid for was, indeed, operating properlyWith the mass air flow sensor now operative, the outcome of the diagnostic codes changed to suggest that the vehicle's engine was "running rich," or getting too much fuelThis condition is symptomatic of several circumstances common to automobiles and we informed the customer that further investigation would be necessary if we were to get to the root of the issue and ultimately solve the concern
While we were willing to accommodate the customer and verify that our work and parts were operative, additional allocation of experience and resources was a chargeable serviceThe customer declined to pay for any further inspection or work and, again, elected to remove their vehicle from our shop in an "as-is" state
In the complaint, the customer states that the vehicle was brought in for repair on *** *** We trust this indication was an oversight
It appears that the customer is under the impression that there was an overcharge and this is simply not the caseThe customer was informed of the labor charge for the oil change; informed of the charge for the diagnosis; and informed of the charge for the replacement of the mass air flow sensorIt should be noted that the labor charge for the diagnosis was applied to the labor charge for the replacement of the mass air flow sensorAs is the industry standard, pricing was calculated by the job, not the hour, and all work performed was expressly authorized and necessary
We are proud of our solid fifty-six year reputation, our AAA rating with the Revdex.com, and our significant customer retention rateWe genuinely appreciate the opportunity to stand behind our work and would like the opportunity to correct any faults or failings
Keith and Dennis were great with my purchase of my [redacted]
We've leased two cars now from Jennings VW, and both experiences were fantastic. After shopping around for the best deal, we gravitated to Jennings not only for the deal but for the knowledge, professionalism, and courtesy of the staff. This extends from the Sales people (Armando specifically), to Financing and Service. Well done Jennings.