To whom it may concern, Inference to complaint #*** We are stilling looking into this matterThe manager who I have been working with has been gone on leaveHe returns on Monday June 5, we will have a response to this matter by Wednesday June 2, Best Regards,
Beth D*** Customer Care Manager Larson Automotive Group Direct line 253-248-
To whom it may concern:
We have been advised that the customer was contacted by our Assistant Service Manager and an appointment was set to resolve the issue
- Larson Customer Care
Complaint: ***I am rejecting this response because:
Please see the attached papers included. I have attached both the pink and yellow copies of my contract, the hand written information form their finance person Ron G*** and the original add for my vehicle
I am rejecting their response, because the numbers listed in their response does not add up on my contracts. I do not have a location that states "Simonize", I had no idea what it was on an email I received from a representative after you initial contact. According to Ron G*** the selling price of the vehicle was $15875, but it is not listed as such on the contract. The Larson rep that responded stated that the $was including Simonize and Pulse. According the ad I attached that has the VIN number on it, it states that the Pulse was included. So according to their breakdown at this point they are not following their advertisement. According to the contract the "base price" is the $which again does not match what was responded. That is just the beginning. I have attached all my supporting documentation. If you need better copies, please let me know
This whole transaction is a case of advertising and taking advantage of a year old girl that did not understand
The only way for Larson to honor their advertisement is to buy out the loan and start again. The max I should have paid was less then $
Sincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
To whom it may concern:
We apologize for any miscommunication or misunderstanding, however we have a credit application on file signed by Mr***We would be more than happy to provide this to the customer however we cannot up load it here as this complaint is made
public.
Larson Customer Care
Dear Ms*** in refence to ID ***I’m sorry there was a miscommunication during your buying process.I’m not in any way questioning your integrityThe prices were listed on the contract and we cannot provide these services for free.If you would like to cancel any of the items that you
purchased I would gladly help facility that for you. The $ for your trade that was over payment will be sent to your current lien holder for the new vehicle that was purchased. At the Larson, Automotive Group we take our customer complaints seriously and we appreciate that you brought this issue to our attentionAs with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customerIt’s the Larson Automotive group’s goal to retain you as a satisfied customer. Best Regards,Beth D***Call Center/Customer Care Manager Larson Automotive GroupDirect Line 253-248-
Complaint: ***I am rejecting this response because: There is clearly a break incommunication within multiple departments there at Larson AudiWhen Iresponded over the phone to a rep name Amanda about the most recent survey, shehad asked me what I would like done about this issue? She asked, “Would I likea free car wash or an oil change”? I said “NO, I want this issue to beaddressed in order to improve efficiency and make the dealership betterI alsoplan on buying a Jacket, so maybe a coupon, NOT a gift certificate;a coupon would be helpful as I still planned to bring my vehicle back, until Ireceived an email from Sarah stating that I complain too muchI want to BUY ajacket, not get one for FREE.That is pettyCan go online for that… As a customer, I choose were to spend mymoney, and not the company telling me when and where to spend, unless I didsomething horrible, then they can refuse service, and in Sarah’s eyes, Badsurveys are horribleShe wrote that I know the surveys mean so much, buthonestly, I don’t know anything about that…We never talked like that… We neverstood around the water cooler together discussing employment… I am a customer,not a coworker.Sarah is extremely defensive aboutconstructive criticism and is taking it personal and is also trying to make melook as if I am a customer that is out to get something for free, so this is mymotivation to tell everyone about the Larson Audi service deficienciesThis isnot the case I have nothing to gain here.This is a lose-lose situation for us asfor themNow because Sarah thinks we should do business elsewhere, ourextended warranty (***) for the exterior of the vehicle will not transferto other dealerships thus needs to be refunded to usOther Revdex.com complaintsprove extended warranties are dealership specific and it was purchasedapproximately days ago for that dealership so a $approximate refund isin order.Sarah is not running the servicedepartment well and it showsFirst of all, I have been in four times this yearand every time I was in, I was greeted by a new service advisorEach advisordoes not know my cars well, or the brand, at all, nor do they seem to care (Chipdoes seem knowledgeable) as I am just another numberIt seems as though Sarah’smanagement is not consistent in the hiring process and consistency is essentialto a fluid running businessBadgering customers about constructive criticismis a poor leadership quality and does not at all employ extraordinaryleadershipNo other company I have ever experienced in the corporate worlddoes thisHigh heels and a fake smile do not make you a great leaderIt takesmuch much moreIf it wasn’t for Sarah’s email upsetting us, we more thanlikely would have never contacted anyone such as the Revdex.com or left reviewsonlineThis time she has gone too farIt’s beyond an email though… her emailonly intensified our issues.I always thought that a greatbusiness followed the model that “The customer is always right”This is notthe case with SarahThe customer is always wrong with herAt least in mycaseWhy is that? What other customer don’t see is the way that I have beentreated about concerns of my vehiclesNobody sees this, so it is my duty tobring this to light in order to improve efficiencyThis is not at all drivenby an urge to get even with the dealership or fulfill an inner frustration, norreceive any free moneyI have plenty of thatGod has blessed me with anabundance of everything a human would need, and then someI am stating thefacts and the fact stand by themselves and don’t lie.When Sarah was a service advisor,prior to her promotion, I always would give her perfect surveysWhen shebecame manager, things started going downhillThis is a clear reflection ofher management skillsWho else would know better than a customer like me, toknow what really is going on? Would a worker ever say, “yah, I don’t work wellall the time”…? I think notSarah takes the surveys personally, instead ofutilizing them for improvementIt is clear in her previous emails, of herstubbornness to accept my feedback as factual and correct, and her willingness tocorrect issues caused by the service departmentThis is not good for business.I can only speak on how I am treated and do not know if this is a trend inbehavior, yet it very well could beI am glad to bring things to light thatothers may wish to blow offThe facts stand that my Audi AandQ3, both have defects that were made by the service departmentThe q3needs the tint to be redone by a professional that has done thousand of tintbeforeSarah told me that this is now being done onsite and that leads me tobelieve that because they just starteddoing this, they don’t have the experience to do this percent as of yet.The Qhas bubbles between the film and the windowI addressed this issue and was not given a solutionI want asolution to this as it is their responsibilityI would like to take thevehicle elsewhere and I believe that the dealership should refund the money Ipaid to have it done professionally, as it was not done right TWICE already.The Awas involved in an accidentin the possession of the Larson Audi service and it is also theirresponsibility to make this rightI have enclosed pictures that will show thatthe fix to the accident that THEY caused, and is still to this date, notcorrectI believe that they should cover the fix to make it correct and removethe blotchy paint, and bring my car back to as it was prior to bringingit thereThis is not much to ask Icould have played hard ball with this issue and I chose to give them a chanceto correct everything and be nice insteadDon’t take my kindness for weakness.I was and am ready to take this issue to the next level, but I still have faiththat this can be fixed in a professional manner, and not in the combattativeway that Sarah is currently dealing with thisI asked via the Revdex.com forapproximately $to fix both issue that they caused, but this is just anapproximantIt could cost moreWho knows?This is not a jokeThis is deffenantlysomething that western Washington in whole would be floored by if they knewaboutI believe that the dealership will come to their senses and fix theproblems that they made, and not try to shift the blame onto me with stubbornnessThis is what I wantIwant my cars back to normalThat’s it I don’t want your acceptance, I don’t needfriends, and I just want my cars correctI am the customer and the customer issupposed to be KINGI am the onespending the thousands, not making the thousandsWhy would a customer lookforward to that? Money does not come easyIt takes blood, sweat and maybe evensome tears along the way to get itIt is the dealerships’ privilege to have a customer that is willing to givetheir money up to themNot the other way around as Sarah saysThis is a bad leadership qualityThat’s bad forbusiness I really like the way my carsget fixed mostly, as I have had a lot of work done that is fine and goodIappreciate the good work done, but I don’t appreciate the attitude I receivefrom Sarah about her trust in her techniciansIt’s like she is the mother henand will protect them at all cost, even if they are wrongThis is not how acompany excels because issues get buried in red tape and swept under the rug.Companies need to know the inner workings, in order to run smoothlyIf Sarahputs on a happy face that all is well, how will the company improve? That iswhat all this is aboutIn a nutshellIf you can’t tell a customer following, then something isseriously wrongI want answers to these questions1. What is the company that does the detailing forLarson Audi Fife?2. What actually happened to my car for it to getdinted during service? Not who, what?3. Do you use a pressure washer to clean vehiclesonsite at Larson?4. Do you test drive all vehicles after service toensure proper fix has been done?5. Do you ask all customers who don’t leave perfectsurveys to go elsewhere?6. Does the car washer utilize the same rag used onbrake dust to wipe car down as this causes swirls?7. Why are there new service advisors every month?8. Is it taught in meetings to have advisorsrequest payments via email to be made over the phone, sight unseen?9. Who is Sarah V*** manger? Who is her boss?10. Do you utilize a surveillance system onsite toensure quality? Including shop, garages, registers and parking lots?11. Can you tell me how much it truly cost for twobelly pan clips for my car?12. Is it customary to give dirty loaners to highpaying customers?13. Is it ok to get frustrated with customers nomatter how picky they are?14. Do you discriminate on customers according tothe year of their car? IE, older Audi, not as important…?15. Is it proper to tell a customer that theirexpectations are too high?16. Is it customary to sweep all negative issues atLarson Audi under the rug?17. Did you notify the Washington State Patrol ofthe accident that was caused in your possession with my car?18. Does job security take precedence overimprovement?19. Can you explain the process from start to finishof how your vehicles get from Larson Audi in fife, to the location where theyget detailed? Do the cars get towed there or are they driven to location, andby whom?20. Do you believe that my request for my car to beback to is not warranted due to receiving $and some touch up paintas attempted compensation?21. Do you deliver all window tints back tocustomers with bubbles in them at Larson Audi? If no, how was that achieved? These entire questionsare valid and should be able to be addressed by any service manager in theindustry that has exceptional standardsIf my questions as a customer cannotbe answered with truth, clarity and preciseness, than there is a breakdown inthe management in the service department of Larson Audi. Please feel free todiscuss this matter with upper management as their insight will greatly affectthe proper outcome of this case.Sincerely,*** *** *** *** ***
To Whom It May Concern, We take any and all cases brought to us by the Revdex.com incredibly seriouslyWe use the information within them to learn and grow as a business, and we very much respect the processWe also attempt to reply as quickly as we are able to, and not as a measure of compliance as the time limit expiresAs we take these cases so seriously, we are disappointed when a disagreement with an employee or department of our company is disguised as a complaint against the laws and regulations of fair business practices within the State of WashingtonThis complaint is one such example. The contents within this complaint are wholly unsubstantiated, untrue and an affront to our businessWe will not address each point individually, but we are able to provide email and recorded phone call evidence to show that not only are his ‘factual’ claims false, but the inference he takes from our communications is also misguidedMost egregiously with his interpretation of Sarah’s email (Which we provided verbatim in our previous response), but also in providing information about the words of our other employeesAmanda did not offer a free oil change, she scheduled an oil change that the customer asked to be completedIn fact neither did our representative who reached out to him after his most recent surveyAt multiple times during our correspondence with this customer, *** has asked for compensation in the form of gift certificates to be used in our parts department or cash for various complaintsYet each time we speak to him about these complaints, he either recants his complaint or we have addressed his concerns to his satisfaction. Audi Tacoma consistently scores as one of the highest rated Audi Service Departments in the Western Region of the United States when it comes to Customer SatisfactionWe routinely have Service Advisors, and our department, recognized as being some of the best in Audi of AmericaWhile we are quick to take accountability when we are wrong and make things right with our customers, this is not one such time After the latest in a list of mistruths and unsubstantiated claims against our company, we came to the very difficult decision to cease doing business with this customerWe pride ourselves on 100% customer satisfaction, but in very rare instances this isn’t possibleAs we are never able to exceed his expectations, and when we have made amends at first he accepts them only to come back later asking for moreSince we made our decision known to Mr***, he has taken many steps to bring fictitious cases against us and to publicly harm our good name and imageFirstly with a factually inaccurate claim with the Revdex.com (And Attorney General), and then with a list of demands to satisfy his complaints, some of which ask for private information of our employees or ex-employees (reasons or justifications for changes in employment at our business), internal company policy, dealership and personnel safety and security, leading questions designed to portray the business as underhanded and more. The customer does ask a few questions thatwarrant answers, and they are provided below: *** is not a warranty for the exterior of the vehicle*** is an applied product that is put onto the exterior of a vehicle to prevent such damage, and is accompanied by a guarantee from *** and the company who applied itThe product has been applied to the vehicle and warranty claims may be made outside of our dealership, there will be no refund for this product(***’s website: http://www.***.com/ ) A blanket statement saying that ‘Revdex.com complaints prove extended warranties are dealership specific’ is also untrue. In fact, most extended service contracts are backed by 3rd party companies that allow for repair work to be completed in many locations, not only the place where it was purchased. *** *** *** is the name of the company that details vehicles for Audi of Tacoma, and applied the *** treatment for his vehicleThis information has been provided on multiple occasions and never withheld from the customer. The remainder of the questions asked by Mr. *** both have already been asked and answered (amends were agreed to by the customer and are documented when we have been responsible for a shortcoming), are offensive in context, or simply do not warrant a replyAs there was no unfair or illegal business practices conducted by Audi of Tacoma and we have ended our business relationship with Mr***, we hope that this satisfies the curiosity of the Revdex.comWe regret that we are unable to repair this relationship, but as we are constantly asked to hit a moving target of customer satisfaction that is great one day, and the next unacceptable for the same issue, we cannot continue to pour company resources into these erroneous claims moving forwardWe wish him the best moving forward at his next Audi dealership. Audi Tacoma
We apologize for the delay as we had previously assisted Ms*** on her Jeep Wrangler. Larson Auto Group has reimbursed Ms*** $for goodwill since her vehicle was in our service department. We installed a brake booster and a like new fender for her Jeep as well as
assisted her in some aftermarket accessories for her Jeep
To whom it may concern:
We apologize for the miscommunication and inconvenienceOur Customer Care Manager has contacted the customer and is processing the cancellations on the GAP and service contract policiesIt will take approximately 6-weeks to receive the
refund.
- Larson Customer Care Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
To whom it may concern:
We apologize for the inconvenience but it appears the Service Contact Company did not refund the tax collectedWe will issue a check to the lien holder for the difference and contact the service contractThe check should be processed and finalized no later than
next week and mailed directly to the lien holderThank you for your patience
- Larson Customer Care Team
To whom it may concern in refence to file # *** The title was sent via FedEx on 8/4/to the WA state address the customer provideI will follow up with the customer to ensure he does receive his title Best Regards, Beth D*** Call Center/Customer
Care Manager Larson Automotive Group 253-671-EXT *** Direct Line 253-248-
Mr*** brought to our attention that he was having issues with his radioWhen we first spoke to the customer we explained to him that we would need to bring the vehicle into the shop in order to diagnose the issue. When he brought it back in he stated that the lamp was inoperative at times
We got the vehicle in and looked at the issueThe technician determined upon inspection that there was a poor connection inside the connector for the lampThe technician tested his repair and the lamp was working before the vehicle leftThe light went out againIt was necessary to replace the wiring for the lampWe replaced the wiringWe did not charge the extended warranty nor did we charge the guestWe took care of the issue and showed Mr*** how the Uconnect system functions
If the customer is still experiencing issues we would be more than happy to get him back into the shop to diagnose the problem
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
However, I would like to state for the record that the paperwork I filled out to cancel the service contract was done the day before I returned and bought the Cherokee, and at no time was it supposed to be used as a down payment, I thought the first finance person I dealt with would be honest about the sequence of events, but apparently this was not the case. Furthermore, if Larson came to their conclusion from their research, then apparently the paperwork was altered after I signed it and obviously the timeline doesn't add up, which to me shows some further issues, but really I am done with this and I am glad this is at an end.
I appreciate their response, and your hard work in contacting them and facilitating this resolution. At no time was I trying to pull a "fast one", it's just that the two purchase contracts I had in my possession and the events told a different story. If Larson found that there was a $shortage, and I was owed $600, then I appreciate them soaking the $200.00. In light of Larson's response, I will refrain from giving them negative reviews and bad references. Thank youSincerely, *** ***
Complaint: ***I am rejecting this response because:first the mileage of the car doesn't have anything to do with the working condition of the car at the time it was left in customer care Marty told us that they test drove the car before they did any work to it yet failed to inform us that the check engine light was on Then later claimed that it was on when we drove it in but yet didn't say anything about it at the time of pick up The check engine light was not on We have never had any thing functionally wrong with the car If the check engine light was on and they had test drove the car then they would have noticed that somethingwas wrong and perhaps would have told us of any issues with the car at that time and yet not a word It is only clear to us that from the time we dropped it off they pursued to get us to trade in for a newer car Nothing was ever said about the check engine light untill we got in the car and started it upUpon test driving the car we noticed that the car was not shifting properly. This is not acceptable when at the time of drop off it was running fine and shifting properlyThe only thing that would make this right is a full refund of the money charged to get our car back in the same working condition as it was when we dropped it off and an apology for trying to take advantage of us Sincerely,*** ***
***,
We are so sorry for the service you gotten with us at Larson CJDR. We strive for excellent customer service and we are sorry we did not live up to your expectationsWe would like to speak with you about it your experience and see how we can make things betterPlease contact our
Customer Care Team at 253-671-or 253-671-you can also write us at ***@LookLarson.com?
Thank you
*** *** ***
*** *** *** ** *
Bonney Lake,WA
***
***
April 30,
Dear Mr***,
At the Larson Automotive Group take our customer complaints seriously and we appreciate that you brought this issue to our attention
I would formally offer our deepest and most sincere apology for the inconvenience of not being able to conveniently obtain a service appointment for the simonizing for your new vehicle has caused you
I’m truly grateful that you took the time to speak with me, and are allowing me to facilitate that service appointment for you on Friday May 6th at 8: 30amI have also insured that you will have a loaner vehicle at our expense
It’s the Larson automotive group constant strive to deliver the best possible service available,
I will be contacting you after that service appointment to ensure it reached your highest level of customer service, and are truly happy with the outcome of your service appointment
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, The Larson Automotive group highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s The Larson Automotive group’s goal to retain you as a satisfied customer and we look forward to serving you on May 6th 2016.
Best Regards,
Beth D***
Call Center/ Customer Care Manager
Larson Automotive Group
253-671-EXT***
To whom it may concern, Inference to complaint #*** We are stilling looking into this matterThe manager who I have been working with has been gone on leaveHe returns on Monday June 5, we will have a response to this matter by Wednesday June 2, Best Regards,
Beth D*** Customer Care Manager Larson Automotive Group Direct line 253-248-
To whom it may concern:
We have been advised that the customer was contacted by our Assistant Service Manager and an appointment was set to resolve the issue
- Larson Customer Care
Complaint: ***I am rejecting this response because:
Please see the attached papers included. I have attached both the pink and yellow copies of my contract, the hand written information form their finance person Ron G*** and the original add for my vehicle
I am rejecting their response, because the numbers listed in their response does not add up on my contracts. I do not have a location that states "Simonize", I had no idea what it was on an email I received from a representative after you initial contact. According to Ron G*** the selling price of the vehicle was $15875, but it is not listed as such on the contract. The Larson rep that responded stated that the $was including Simonize and Pulse. According the ad I attached that has the VIN number on it, it states that the Pulse was included. So according to their breakdown at this point they are not following their advertisement. According to the contract the "base price" is the $which again does not match what was responded. That is just the beginning. I have attached all my supporting documentation. If you need better copies, please let me know
This whole transaction is a case of advertising and taking advantage of a year old girl that did not understand
The only way for Larson to honor their advertisement is to buy out the loan and start again. The max I should have paid was less then $
Sincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
To whom it may concern:
We apologize for any miscommunication or misunderstanding, however we have a credit application on file signed by Mr***We would be more than happy to provide this to the customer however we cannot up load it here as this complaint is made
public.
Larson Customer Care
Dear Ms*** in refence to ID ***I’m sorry there was a miscommunication during your buying process.I’m not in any way questioning your integrityThe prices were listed on the contract and we cannot provide these services for free.If you would like to cancel any of the items that you
purchased I would gladly help facility that for you. The $ for your trade that was over payment will be sent to your current lien holder for the new vehicle that was purchased. At the Larson, Automotive Group we take our customer complaints seriously and we appreciate that you brought this issue to our attentionAs with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customerIt’s the Larson Automotive group’s goal to retain you as a satisfied customer. Best Regards,Beth D***Call Center/Customer Care Manager Larson Automotive GroupDirect Line 253-248-
Complaint: ***I am rejecting this response because: There is clearly a break incommunication within multiple departments there at Larson AudiWhen Iresponded over the phone to a rep name Amanda about the most recent survey, shehad asked me what I would like done about this issue? She asked, “Would I likea free car wash or an oil change”? I said “NO, I want this issue to beaddressed in order to improve efficiency and make the dealership betterI alsoplan on buying a Jacket, so maybe a coupon, NOT a gift certificate;a coupon would be helpful as I still planned to bring my vehicle back, until Ireceived an email from Sarah stating that I complain too muchI want to BUY ajacket, not get one for FREE.That is pettyCan go online for that… As a customer, I choose were to spend mymoney, and not the company telling me when and where to spend, unless I didsomething horrible, then they can refuse service, and in Sarah’s eyes, Badsurveys are horribleShe wrote that I know the surveys mean so much, buthonestly, I don’t know anything about that…We never talked like that… We neverstood around the water cooler together discussing employment… I am a customer,not a coworker.Sarah is extremely defensive aboutconstructive criticism and is taking it personal and is also trying to make melook as if I am a customer that is out to get something for free, so this is mymotivation to tell everyone about the Larson Audi service deficienciesThis isnot the case I have nothing to gain here.This is a lose-lose situation for us asfor themNow because Sarah thinks we should do business elsewhere, ourextended warranty (***) for the exterior of the vehicle will not transferto other dealerships thus needs to be refunded to usOther Revdex.com complaintsprove extended warranties are dealership specific and it was purchasedapproximately days ago for that dealership so a $approximate refund isin order.Sarah is not running the servicedepartment well and it showsFirst of all, I have been in four times this yearand every time I was in, I was greeted by a new service advisorEach advisordoes not know my cars well, or the brand, at all, nor do they seem to care (Chipdoes seem knowledgeable) as I am just another numberIt seems as though Sarah’smanagement is not consistent in the hiring process and consistency is essentialto a fluid running businessBadgering customers about constructive criticismis a poor leadership quality and does not at all employ extraordinaryleadershipNo other company I have ever experienced in the corporate worlddoes thisHigh heels and a fake smile do not make you a great leaderIt takesmuch much moreIf it wasn’t for Sarah’s email upsetting us, we more thanlikely would have never contacted anyone such as the Revdex.com or left reviewsonlineThis time she has gone too farIt’s beyond an email though… her emailonly intensified our issues.I always thought that a greatbusiness followed the model that “The customer is always right”This is notthe case with SarahThe customer is always wrong with herAt least in mycaseWhy is that? What other customer don’t see is the way that I have beentreated about concerns of my vehiclesNobody sees this, so it is my duty tobring this to light in order to improve efficiencyThis is not at all drivenby an urge to get even with the dealership or fulfill an inner frustration, norreceive any free moneyI have plenty of thatGod has blessed me with anabundance of everything a human would need, and then someI am stating thefacts and the fact stand by themselves and don’t lie.When Sarah was a service advisor,prior to her promotion, I always would give her perfect surveysWhen shebecame manager, things started going downhillThis is a clear reflection ofher management skillsWho else would know better than a customer like me, toknow what really is going on? Would a worker ever say, “yah, I don’t work wellall the time”…? I think notSarah takes the surveys personally, instead ofutilizing them for improvementIt is clear in her previous emails, of herstubbornness to accept my feedback as factual and correct, and her willingness tocorrect issues caused by the service departmentThis is not good for business.I can only speak on how I am treated and do not know if this is a trend inbehavior, yet it very well could beI am glad to bring things to light thatothers may wish to blow offThe facts stand that my Audi AandQ3, both have defects that were made by the service departmentThe q3needs the tint to be redone by a professional that has done thousand of tintbeforeSarah told me that this is now being done onsite and that leads me tobelieve that because they just starteddoing this, they don’t have the experience to do this percent as of yet.The Qhas bubbles between the film and the windowI addressed this issue and was not given a solutionI want asolution to this as it is their responsibilityI would like to take thevehicle elsewhere and I believe that the dealership should refund the money Ipaid to have it done professionally, as it was not done right TWICE already.The Awas involved in an accidentin the possession of the Larson Audi service and it is also theirresponsibility to make this rightI have enclosed pictures that will show thatthe fix to the accident that THEY caused, and is still to this date, notcorrectI believe that they should cover the fix to make it correct and removethe blotchy paint, and bring my car back to as it was prior to bringingit thereThis is not much to ask Icould have played hard ball with this issue and I chose to give them a chanceto correct everything and be nice insteadDon’t take my kindness for weakness.I was and am ready to take this issue to the next level, but I still have faiththat this can be fixed in a professional manner, and not in the combattativeway that Sarah is currently dealing with thisI asked via the Revdex.com forapproximately $to fix both issue that they caused, but this is just anapproximantIt could cost moreWho knows?This is not a jokeThis is deffenantlysomething that western Washington in whole would be floored by if they knewaboutI believe that the dealership will come to their senses and fix theproblems that they made, and not try to shift the blame onto me with stubbornnessThis is what I wantIwant my cars back to normalThat’s it I don’t want your acceptance, I don’t needfriends, and I just want my cars correctI am the customer and the customer issupposed to be KINGI am the onespending the thousands, not making the thousandsWhy would a customer lookforward to that? Money does not come easyIt takes blood, sweat and maybe evensome tears along the way to get itIt is the dealerships’ privilege to have a customer that is willing to givetheir money up to themNot the other way around as Sarah saysThis is a bad leadership qualityThat’s bad forbusiness I really like the way my carsget fixed mostly, as I have had a lot of work done that is fine and goodIappreciate the good work done, but I don’t appreciate the attitude I receivefrom Sarah about her trust in her techniciansIt’s like she is the mother henand will protect them at all cost, even if they are wrongThis is not how acompany excels because issues get buried in red tape and swept under the rug.Companies need to know the inner workings, in order to run smoothlyIf Sarahputs on a happy face that all is well, how will the company improve? That iswhat all this is aboutIn a nutshellIf you can’t tell a customer following, then something isseriously wrongI want answers to these questions1. What is the company that does the detailing forLarson Audi Fife?2. What actually happened to my car for it to getdinted during service? Not who, what?3. Do you use a pressure washer to clean vehiclesonsite at Larson?4. Do you test drive all vehicles after service toensure proper fix has been done?5. Do you ask all customers who don’t leave perfectsurveys to go elsewhere?6. Does the car washer utilize the same rag used onbrake dust to wipe car down as this causes swirls?7. Why are there new service advisors every month?8. Is it taught in meetings to have advisorsrequest payments via email to be made over the phone, sight unseen?9. Who is Sarah V*** manger? Who is her boss?10. Do you utilize a surveillance system onsite toensure quality? Including shop, garages, registers and parking lots?11. Can you tell me how much it truly cost for twobelly pan clips for my car?12. Is it customary to give dirty loaners to highpaying customers?13. Is it ok to get frustrated with customers nomatter how picky they are?14. Do you discriminate on customers according tothe year of their car? IE, older Audi, not as important…?15. Is it proper to tell a customer that theirexpectations are too high?16. Is it customary to sweep all negative issues atLarson Audi under the rug?17. Did you notify the Washington State Patrol ofthe accident that was caused in your possession with my car?18. Does job security take precedence overimprovement?19. Can you explain the process from start to finishof how your vehicles get from Larson Audi in fife, to the location where theyget detailed? Do the cars get towed there or are they driven to location, andby whom?20. Do you believe that my request for my car to beback to is not warranted due to receiving $and some touch up paintas attempted compensation?21. Do you deliver all window tints back tocustomers with bubbles in them at Larson Audi? If no, how was that achieved? These entire questionsare valid and should be able to be addressed by any service manager in theindustry that has exceptional standardsIf my questions as a customer cannotbe answered with truth, clarity and preciseness, than there is a breakdown inthe management in the service department of Larson Audi. Please feel free todiscuss this matter with upper management as their insight will greatly affectthe proper outcome of this case.Sincerely,*** *** *** *** ***
To Whom It May Concern, We take any and all cases brought to us by the Revdex.com incredibly seriouslyWe use the information within them to learn and grow as a business, and we very much respect the processWe also attempt to reply as quickly as we are able to, and not as a measure of compliance as the time limit expiresAs we take these cases so seriously, we are disappointed when a disagreement with an employee or department of our company is disguised as a complaint against the laws and regulations of fair business practices within the State of WashingtonThis complaint is one such example. The contents within this complaint are wholly unsubstantiated, untrue and an affront to our businessWe will not address each point individually, but we are able to provide email and recorded phone call evidence to show that not only are his ‘factual’ claims false, but the inference he takes from our communications is also misguidedMost egregiously with his interpretation of Sarah’s email (Which we provided verbatim in our previous response), but also in providing information about the words of our other employeesAmanda did not offer a free oil change, she scheduled an oil change that the customer asked to be completedIn fact neither did our representative who reached out to him after his most recent surveyAt multiple times during our correspondence with this customer, *** has asked for compensation in the form of gift certificates to be used in our parts department or cash for various complaintsYet each time we speak to him about these complaints, he either recants his complaint or we have addressed his concerns to his satisfaction. Audi Tacoma consistently scores as one of the highest rated Audi Service Departments in the Western Region of the United States when it comes to Customer SatisfactionWe routinely have Service Advisors, and our department, recognized as being some of the best in Audi of AmericaWhile we are quick to take accountability when we are wrong and make things right with our customers, this is not one such time After the latest in a list of mistruths and unsubstantiated claims against our company, we came to the very difficult decision to cease doing business with this customerWe pride ourselves on 100% customer satisfaction, but in very rare instances this isn’t possibleAs we are never able to exceed his expectations, and when we have made amends at first he accepts them only to come back later asking for moreSince we made our decision known to Mr***, he has taken many steps to bring fictitious cases against us and to publicly harm our good name and imageFirstly with a factually inaccurate claim with the Revdex.com (And Attorney General), and then with a list of demands to satisfy his complaints, some of which ask for private information of our employees or ex-employees (reasons or justifications for changes in employment at our business), internal company policy, dealership and personnel safety and security, leading questions designed to portray the business as underhanded and more. The customer does ask a few questions thatwarrant answers, and they are provided below: *** is not a warranty for the exterior of the vehicle*** is an applied product that is put onto the exterior of a vehicle to prevent such damage, and is accompanied by a guarantee from *** and the company who applied itThe product has been applied to the vehicle and warranty claims may be made outside of our dealership, there will be no refund for this product(***’s website: http://www.***.com/ ) A blanket statement saying that ‘Revdex.com complaints prove extended warranties are dealership specific’ is also untrue. In fact, most extended service contracts are backed by 3rd party companies that allow for repair work to be completed in many locations, not only the place where it was purchased. *** *** *** is the name of the company that details vehicles for Audi of Tacoma, and applied the *** treatment for his vehicleThis information has been provided on multiple occasions and never withheld from the customer. The remainder of the questions asked by Mr. *** both have already been asked and answered (amends were agreed to by the customer and are documented when we have been responsible for a shortcoming), are offensive in context, or simply do not warrant a replyAs there was no unfair or illegal business practices conducted by Audi of Tacoma and we have ended our business relationship with Mr***, we hope that this satisfies the curiosity of the Revdex.comWe regret that we are unable to repair this relationship, but as we are constantly asked to hit a moving target of customer satisfaction that is great one day, and the next unacceptable for the same issue, we cannot continue to pour company resources into these erroneous claims moving forwardWe wish him the best moving forward at his next Audi dealership. Audi Tacoma
We apologize for the delay as we had previously assisted Ms*** on her Jeep Wrangler. Larson Auto Group has reimbursed Ms*** $for goodwill since her vehicle was in our service department. We installed a brake booster and a like new fender for her Jeep as well as
assisted her in some aftermarket accessories for her Jeep
To whom it may concern:
We apologize for the miscommunication and inconvenienceOur Customer Care Manager has contacted the customer and is processing the cancellations on the GAP and service contract policiesIt will take approximately 6-weeks to receive the
refund.
- Larson Customer Care Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
To whom it may concern:
We apologize for the inconvenience but it appears the Service Contact Company did not refund the tax collectedWe will issue a check to the lien holder for the difference and contact the service contractThe check should be processed and finalized no later than
next week and mailed directly to the lien holderThank you for your patience
- Larson Customer Care Team
To whom it may concern in refence to file # *** The title was sent via FedEx on 8/4/to the WA state address the customer provideI will follow up with the customer to ensure he does receive his title Best Regards, Beth D*** Call Center/Customer
Care Manager Larson Automotive Group 253-671-EXT *** Direct Line 253-248-
Revdex.com:
I did receive a phone call and email from the General Manager as indicated The issue has not been resolved as of yet.Sincerely, *** ***
Mr*** brought to our attention that he was having issues with his radioWhen we first spoke to the customer we explained to him that we would need to bring the vehicle into the shop in order to diagnose the issue. When he brought it back in he stated that the lamp was inoperative at times
We got the vehicle in and looked at the issueThe technician determined upon inspection that there was a poor connection inside the connector for the lampThe technician tested his repair and the lamp was working before the vehicle leftThe light went out againIt was necessary to replace the wiring for the lampWe replaced the wiringWe did not charge the extended warranty nor did we charge the guestWe took care of the issue and showed Mr*** how the Uconnect system functions
If the customer is still experiencing issues we would be more than happy to get him back into the shop to diagnose the problem
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
However, I would like to state for the record that the paperwork I filled out to cancel the service contract was done the day before I returned and bought the Cherokee, and at no time was it supposed to be used as a down payment, I thought the first finance person I dealt with would be honest about the sequence of events, but apparently this was not the case. Furthermore, if Larson came to their conclusion from their research, then apparently the paperwork was altered after I signed it and obviously the timeline doesn't add up, which to me shows some further issues, but really I am done with this and I am glad this is at an end.
I appreciate their response, and your hard work in contacting them and facilitating this resolution. At no time was I trying to pull a "fast one", it's just that the two purchase contracts I had in my possession and the events told a different story. If Larson found that there was a $shortage, and I was owed $600, then I appreciate them soaking the $200.00. In light of Larson's response, I will refrain from giving them negative reviews and bad references. Thank youSincerely, *** ***
Complaint: ***I am rejecting this response because:first the mileage of the car doesn't have anything to do with the working condition of the car at the time it was left in customer care Marty told us that they test drove the car before they did any work to it yet failed to inform us that the check engine light was on Then later claimed that it was on when we drove it in but yet didn't say anything about it at the time of pick up The check engine light was not on We have never had any thing functionally wrong with the car If the check engine light was on and they had test drove the car then they would have noticed that somethingwas wrong and perhaps would have told us of any issues with the car at that time and yet not a word It is only clear to us that from the time we dropped it off they pursued to get us to trade in for a newer car Nothing was ever said about the check engine light untill we got in the car and started it upUpon test driving the car we noticed that the car was not shifting properly. This is not acceptable when at the time of drop off it was running fine and shifting properlyThe only thing that would make this right is a full refund of the money charged to get our car back in the same working condition as it was when we dropped it off and an apology for trying to take advantage of us Sincerely,*** ***
***,
We are so sorry for the service you gotten with us at Larson CJDR. We strive for excellent customer service and we are sorry we did not live up to your expectationsWe would like to speak with you about it your experience and see how we can make things betterPlease contact our
Customer Care Team at 253-671-or 253-671-you can also write us at ***@LookLarson.com?
Thank you
*** *** ***
*** *** *** ** *
Bonney Lake,WA
***
***
April 30,
Dear Mr***,
At the Larson Automotive Group take our customer complaints seriously and we appreciate that you brought this issue to our attention
I would formally offer our deepest and most sincere apology for the inconvenience of not being able to conveniently obtain a service appointment for the simonizing for your new vehicle has caused you
I’m truly grateful that you took the time to speak with me, and are allowing me to facilitate that service appointment for you on Friday May 6th at 8: 30amI have also insured that you will have a loaner vehicle at our expense
It’s the Larson automotive group constant strive to deliver the best possible service available,
I will be contacting you after that service appointment to ensure it reached your highest level of customer service, and are truly happy with the outcome of your service appointment
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, The Larson Automotive group highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s The Larson Automotive group’s goal to retain you as a satisfied customer and we look forward to serving you on May 6th 2016.
Best Regards,
Beth D***
Call Center/ Customer Care Manager
Larson Automotive Group
253-671-EXT***