Lithia Volkswagen of Reno

I recently bought a 2014 Jetta TDI at Reno Lithia volkswagen, the experience was ok.But after I bought the car the salesman Amos called me and asked me to fill out a surveyand he would give me a free tank of diesel, so I filled out the survey like he asked and went down to Reno Lithia volkswagen to give him the title to the trade in that I used to buy the Jetta, when I asked Amos about the tank of diesel he said that because I did not give him all 10s on the survey he would not give me the diesel, I answered the survey honestly and Amos was expecting me to lie so that he could get his bonus, I dont think that I should have to lie so that he can get his bonus.I know it seems petty but that is not good business practice for volkswagen to be promoting.I think volkswagen should know what there salesmen are telling there customers.Product_Or_Service: 2014 jettaDesired SettlementI would like my tank of gas that I was promised.

Lithia VW misdiagnosed the problem with my 2009replaced the fuel system - which was NOT the problem. Fuel system is now broken.On 3 September my 2009 Jetta TDI blew up on the freeway-- the engine the shut down while traveling at freeway speed almost resulting in a crash. The vehicle was towed to the nearest [redacted] garage - which decided that as it was a TDI they could not diagnose or work on it. They spoke with Lithia and between them they decided it had to be a problem with the high pressure fuel pump. So I had the vehicle towed to Lithia Volkswagon's service department.After over 7 weeks at Lithia, they replaced the fuel system on warrantee from VW. Only after they had done this work did they notice that the intercooler was dripping, indicating that the turbo was blown (likely the original problem - as they never found metal in the fuel filter). They quoted @ $5000 to replace the turbo.I had the turbo done elsewhere, as I did not at this point trust Lithia Volkswagon's mechanical expertise. The other garage did a great job - at a much lower price.However, within 300 miles of the turbo being fixed the newly installed fuel system began to fault, rendering the car undrivable and unsafe. So I took it back to Lithia, who had it for another week, told me it was 3 different things and finally replaced one of the brand new injectors.I picked it up on Friday, drove it home - and on Sunday, with less than 30 miles since being "repaired" it stranded my wife and kids on Mt. Rose highway. I towed it back to Lithia where I was met with a solid wall of "it's not our problem". [redacted] from the service department just called and told me they would need $1300 to replace a harness they "think" might be the problem. Again, their major interest is in saying "not our fault".Avoid [redacted] and definitely avoid Lithia - incompetent, rude and more concerned with covering their butts than taking care of or guaranteeing their work.Desired SettlementFix the damage their mistaken diagnosis and subsequent "repair" caused.Business Response Contact Name and Title: [redacted], ser mangrContact Phone: [redacted]Contact Email: [redacted] came into the service drive this morning with a malfunctioning 2009 [redacted] Jetta with 125846 miles on the clock. Mr. [redacted] was verbally abusive to the advisor staff, dropping F bombs and yelling. This got my attention. I came out of my office and listened for a time then intervened. I told Mr. [redacted] we could not have a conversation if all he was going to do is yell and cuss out the staff. I told him we would diagnose his vehicle and call him as soon as I had information to discuss in the afternoon. History:Customer is the third owner. According to [redacted] Vehicle has damage report 12/02/2011 between 66,893mls and 78,573mls. Rear and front collision, front primarily damaged, vehicle towed. [redacted] sold vehicle 11/23/2012 @ 89,804mls, registration issued 12/14/2012. Customers first contact with our dealership was 22October2014, 125,119mls, RO#[redacted]. Vehicle towed to our workshop from an independent repair shop and had been disassembled by the independent repair shop. We never saw this vehicle running until after repairs were made in our workshop. Our Technician, [redacted] #[redacted] opened a [redacted] technical assistance case as is normal with all failed TDI' out of factory warranty, VTA case #[redacted]. Attached is a PDF of the CP and warranty RO. Mr. [redacted]'s vehicle was repaired under [redacted] goodwill, not warranty. [redacted] paid over $4700.00 dollars. Mr. [redacted] mentioned in his [redacted] comments, "there was no metal In the fuel system when in fact the documentation clearly indicates the presence of metal in the fuel system. This is why [redacted] had us perform a goodwill repair. [redacted] has had a case hardening problem in the high pressure diesel fuel pump, this is why [redacted] authorized a 100% goodwill repair, no cost to the customer. Mr. [redacted] alleges it took 7 weeks to make repairs to the fuel system. This too Is not an accurate statement, the repair order shows we had the vehicle completed in about 4.5 weeks. At that time, this was the normal process start to finish time, diagnose, VTA, VTA recommended action plan, inputting all the VTA, parts and labor into [redacted]'s WISE warranty system for goodwill approval. Once authorization is obtained, our parts department needs to give [redacted] parts system the WISE authorization number, then and only then would [redacted] parts distribution release the high pressure diesel fuel pump. The pump was and is a restricted part and cannot be ordered without [redacted] authorization from VTA and or WISE if it's a goodwill clam or customer pay. After the vehicles fuel system was assembles and engine running, we discovered the engines turbo charger had failed, the turbo charger failure was not part of the original diagnosis and since the engine did not run, we would not have known the turbo charger had failed. There was no warranty extension for the turbo charger on Mr. [redacted]'s vehicle so we gave him an estimate to replace the turbo charger, Mr. [redacted] declined repairs. Mr. [redacted] had the turbo charger replaced at an independent workshop. Mr. [redacted] also declined scheduled maintenance the vehicle was due for. The advisor recalls Mr. [redacted] did not want to perform scheduled maintenance because the turbo was failed and he was not sure if he was going to keep the vehicle. We did however replace the engine timing belt tensioner because it fell apart in the technicians hands when disconnecting the timing belt to perform the fuel system repairs, [redacted] would not pay for a maintenance part. We also replaced the engine air filter due to dirt. Mr. [redacted] paid for the engine air filter and timing belt tensioner parts only no labor, $194.39.Vehicle returned to the workshop 06April2015, 125749mls, RO# [redacted]. Engine malfunction light on. Diagnosis was for a failed number one fuel injector. We replaced the injector under [redacted]'s parts warranty. Road tested vehicle for 60 miles, no codes and no malfunctions. Release vehicle to Mr. [redacted] 10April2015. RO attached to this email in PDF form.Mr. [redacted] brought is vehicle in 13Appril2015, RO#[redacted], 125,846mls with engine malfunction light illuminated again. Mr. [redacted] had driven his vehicle 37mls since the injector replacement last visit. Performed diagnosis, opened a VTA case with [redacted]. [redacted] recommended the replacement of the engine wiring harness. Estimate cost $1297.93 plus tax. I called Mr. [redacted], repairs were declined. I personally road tested vehicle for 10mls with no reoccurrence of a malfunction warning light illuminated. It is my opinion the engine malfunction light will come back on and engine will go into LIMP home mode to prevent engine damage. If the malfunction light comes back on for this fault, the engine will not have power and will be restricted to about 5 mph.It is altogether possible the independent repair shop could have caused some problems as replacement of the turbo charger is a major operation and could have disturbed the engine electrical system. I do not want to point any fingers. The idea his vehicle came into our workshop on a tow truck disassembled by an independent shop with all the parts in a box and we misdiagnosed the failed diesel high pressure fuel pump is disingenuous. However we would be happy to assist Mr. [redacted] in the repair of his vehicle as long as her refrains from yelling and cussing our staff. I do not need to here F bombs and our customers don't need to hear then as well. The fact his vehicle is 6 years old with 125,000 plus miles, has been involved in a substantial front end collision and Mr. [redacted] is the third owner, doesn't mean [redacted] or Lithia [redacted] of Reno is to provide free repairs or maintenance. It is the opinion of the certified [redacted] technician and [redacted] Technical Assistance the engine wiring harness need replacement as a starting point. Summery:We never saw this vehicle running prior to fuel system repairs.Fuel system was disassembled when it arrived on the tow truck.Turbo charger was not able to diagnosed until after the engine was repaired and runningCustomer was told the turbo charger was failed.Customer declined turbo charger repairs.An independent repair shop replaced the turboVehicle has not been maintained.Replaced #1 fuel injector under [redacted]'s parts warranty.Injector problem returned. [redacted] technical assistance recommended the engine wiring harness be replaced. Estimate presented to Mr. [redacted]Mr. [redacted] declined repairs. Mr. [redacted] picked is picking up his vehicle. No charges to customer. We never charged Mr. [redacted] for any diagnosis at time. We absorbed the technician labor as a gesture of goodwill from the beginning. If you need copies of the repair orders and history, I'd be happy to send them to you. Any Questions, please feel free to call me directly on my cell phone: [redacted]Kind regards, [redacted]

I purchased a 2009 dodge ram 1500 (maroon) from Lithia Volkswagen Of Reno June 6th 2016. I have been having nothing but problems with this vehicle since I?ve purchased it. it?s been in and out of the shop since I?ve had it for days at a time. Each time I get it back there is still something wrong with it and more issues found when getting it back. I?ve been in contact with the dealership via phone calls, and text messages, I have pictures and videos of the truck and problem with it. ive been in continuous contact with the service gentleman that is dealing with the vehicle. Ive also reached out to the manager as well on a handful of visits. My vehicle has been damaged in their possession, and I filed a vandalism police report. Some of the mechanical problems were safety issues in my eyes to me, my family and to others on the road. Dealership told me they will not be repairing the vandalized damages done in the time it was in the possession. I have voiced I am escalating this up and now my phone has now rang 3 times this morning with 3 different people trying to feel me out on what direction im trying to go in since voicing I?m escalating this up the management totem pole since I seem to be get ting absolutely no where with this vehicle.Desired SettlementAfter only a couple days of having the truck and with all the problems that were coming out of it I requested the dealership take the truck back and place me in something else and I was told no, and that I was stuck with this vehicle. At this point I want them to buy the truck back refund my money so I can take my business somewhere else. Business Response We have been working with [redacted] on each and every issue [redacted] has had all at no cost to her and have provided her with a vehicle each time. [redacted] claims that the damage to her vehicle was done at the dealership and we are in the process of repainting it at no cost to her. She bought a used truck with a limited warranty and we have honored that and provided much more.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The consistent back and forth for repairs is ridiculous. The items in the vehicle needing repair should have never need sold to someone that way. Of course the vandalism would be at no cost and a vehicle provided at no cost is a given due to it being damage in Your possession. My life was put at risk due to negligence of the service team. The refusal to do a complete rewined on the vehicle just shows the value of the customers. I'm not satisfied at all with the customer service or response by the dealership. Final Consumer Response since getting the truck back from touching up the paint bubbles that occurred during the original painting it was just dabbed with a paint pen and the front bumper was not touched.

I decided to purchase a spare key for the 2002 VW Jetta that I bought on November 24, 2014. This report is my experience with Lithia Volkswagen of Reno.I phoned the parts department and paid for a remote flip key, which they had in stock, giving them my vin number. I was then told to pick it up to have it programmed. This was on December 2, 2014, the time was 10:12 AM .The drive to Reno takes about one hour. I arrived aprox. 11:15 AM. After showing them the required proof of ownership, car registration and drivers license, I received the key and told to take it to the Service Department and have it programmed.At aprox. 11:30 AM I gave the keys (my key and the new one) to the Assistant Service Manager. He was nice and said as a complimentary service, provided I was willing to wait for 20 minutes, my car would be washed . I told the man that we needed to drive back home for we had horses to feed and dogs left inside the home. Since my wait was only 20 minutes, I accepted his offer.Sat in the waiting room for 30 minutes before I decided to approach the Asst. Service Manager and ask if my car was ready. He said they didn't get to it yet.Around 12:30, I again went to the Service Dept and the Service Manager approached me to ask if I had any questions. When I told him I was here since eleven, I was then told that everyone was out to lunch from 12 until 1PM.I asked the Asst. Service Manager when he got back from lunch how much longer, for we needed to travel home before it gets dark. Two times he remarked that he knew nothing about my car because he didn't have the paper work on his desk. He would let me know after the mechanic brought back the paperwork.About 2:00 PM I asked if they could use their complimentary shuttle to drop me and my friend at a restaurant. The Service Manager told me to call when ready to be picked up.After lunch I phoned two times, left voice mail messages to pick us up, no response. Sitting in the resturant for over 30 minutes., after paying the bill. I then called the main number for Lithia Volkswagen of Reno. Told them we were waiting and nobody was coming.When we finally arrived back at the dealership it was around a quarter after three. I again went looking for the Asst. Service Manager. That is when he informed me that the key they cut was cut wrong and they were waiting for another key to be cut. "How much longer?" I asked. "Don't know, we are busy, whenever he gets to it" Then he assured me that when they have the new cut key it won't take long to program it.Close to four o'clock I again approached him, wanting to know the status of my car. I was then informed that there was a problem, the new key wouldn't turn in the ignition, the ignition was stuck. They were trying to turn it, the key cannot be programmed until then. How much longer must I wait?By 4:15 PM I said I wanted my car, it was late, we had an hour's drive back home, horses needed feeding and our dogs were locked in the house.I was in for a shock as I was told my car could not be driven, they couldn't turn the ignition and they didn't figure out what to do. "How will we get home?" The Service Manager said they didn't think any loaner cars were available and he would get back to me when he had an answer, he didn't know what to do with us!Back in the waiting room I informed my friend of the serious dilemma we were in. We had no answers from Lithia on transportation to arrive home. I heard that where we lived, there was a travel warning of snow that was accumalating on the roadways and white out conditions existed.Not getting any answers from Lithia as how we would get home, I phoned a friend for help. He had a flat bed trailer and offered to pick me and my friend up and take my car home. I brought my phone to the Service Manager and have him speak to him. By this time I was so stressed, I was at a breaking point. I heard the conversation, the Service Manager told my friend that they had the steering wheel and everything apart and in pieces, it couldn't be put on the flatbed . My friend instructed him to put all the parts back. The Service Manager said they would have to force the steering wheel for the wheels to be straight and then tape it so it won't move and then it could be pushed onto the flatbed.When my friend arrived he said the white out conditions and snow made for a challenging trip home. My car would remain at the dealership until the roads were safe to move it.The manager was friendly and nice, he recognized my kind friend and he knew he was educated in fixing cars. We were then driven home. I was assured my car was ok to remain at the dealership until the roads made travel safe. I'm confused ! Why didn't they tell me, that the first key was cut wrong, and they needed to cut another? I didn't find out until hours later. Why didn't they quit trying the second key when it was difficult to open the door and they couldn't even open the trunk? Instead, they inserted the key in the ignition and they kept trying to turn it. Then it locked and was then stuck. My car ran fine driving to Lithia, and I didn't have any problem with the key. Attempting to force a key that was cut wrong, can't it do damage to the ignition switch? Why did they make me have hope that they were still trying to unstick the cylinder, when in fact,they were aware of the parts that needed replacing? I discovered that when I was given an invoice on Dec.5, (which was dated Dec.2). I was never spoken to about the parts that needed replacing. I never refused the repairs for the subject never came up. In fact when I received the paperwork on Dec.5 the Service Manager handed me the paper and had a casual conversation with me and my friend. Before I received it I asked for my copy of the work order that I signed on Dec. 2, andProduct_Or_Service: Asked to have new key programmed.Order_Number: RO # [redacted] Tag # **Desired SettlementI want to be reimbursed for the parts they damaged, The ignition lock cylinder, housing and shift lock cable. I also want them to include the cost of labor to install the parts.I made two trips to Reno, it is fair to consider my time, cost of gasoline and the undue stress and time lost not having my own transportation.Business Response Contact Name and Title: [redacted] Service ManContact Phone: [redacted]Contact Email: [redacted] ORDERED A KEY FROM OUR PARTS DEPARTMENT 24 NOVEMBER 2014. ON 02 DECEMBER 2014 [redacted] ARRIVED TO PICK UP HER KEY FROM OUR PARTS DEPARTMENT. AFTER PICKING UP HER KEY FROM THE PARTS DEPARTMENT, [redacted] CAME TO THE SERVICE DEPARTMENT TO GET HER NEW KEY CUT AND PROGRAMMED, THE TIME WAS 12:08, [redacted] DID NOT HAVE AN APPOINTMENT THAT DAY TO GET THE KEY PROGRAMMED. [redacted]'S SERVICE ADVISOR WAS [redacted]. INFORMED [redacted] THE TECHNICIANS GO TO LUNCH BETWEEN 12:00 AND 1:00PM, IN ADDITION WITH NO APPOINTMENT WE WOULD NOT BE ABLE TO BEGIN WORK ON HER JETTA RIGHT AWAY DUE TO THE SHOP WORK LOAD ALREADY SCHEDULED. WE DID LET [redacted] KNOW WE WOULD GET THE JETTA IN THE WORKSHOP AS SOON AS POSSIBLE, NO COMPLETION TIME WAS PROMISED.THE PARTS DEPARTMENT PROCEEDED TO DUPLICATE ON THE VOLKSWAGEN KEY COPING MACHINE ON THE ORDERED KEY BLANK. WHEN [redacted]'S TECHNICIAN GOT THE KEY FROM THE PARTS DEPARTMENT, THE NEW KEY WOULD NOT TURN IN THE IGNITION LOCK. THE TECHNICIAN HAD THE PARTS DEPARTMENT DUPLICATE ANOTHER BLANK BLADE.THE PROGRAMING PROCESS IN SIMPLE TERMS IS AS FOLLOWS. WITH THE VOLKSWAGEN DIAGNOSTIC COMPUTER CONNECTED TO THE VEHICLE, ANY PREVIOUSLY KEY THAT IS LOGGED INTO THE VEHICLES IMMOBILIZER IS REMOVED FROM THE VEHICLES MEMORY, THEN ALL KEYS INCLUDING THE NEW KEY IS REGISTERED / PROGRAMMED INTO THE VEHICLES MEMORY. THIS IS DONE TO PRESERVE THE VEHICLES IDENTITY. IT'S A SECURITY FEATURE OF THE VEHICLE. PART OF THE PROGRAMMING PROCESS REQUIRES THE FIRST KEY BE INSTALLED IN THE IGNITION LOCK, ROTATE THE LOCK TO THE ON POSITION WHEN THE KEY IS RECOGNIZED BY THE VEHICLE THE LOCK IS ROTATED TO THE OFF POSITION, THE NEXT KEY TO BE REGISTERED IS THEN INSERTED INTO THE IGNITION LOCK, ROTATED TO THE ON POSITON, THEN ROTATED TO THE OFF POSITION ONCE THAT KEY IS RECOGNIZED. WHILE PREFORMING THE FIRST PHASE OF THE PROGRAMMING PROCESS, THE MECHANICAL PORTION OF THE IGNITION LOCK ASSEMBLE JAMMED AND THE KEY THAT WAS BEING REGISTERED / PROGRAMMED WOULD NOT ROTATE TO THE OFF POSITION AND COULDN'T BE REMOVED. [redacted]'S TECHNICIAN MADE NUMEROUS ATTEMPTS TO RELEASE THE KEY FROM THE LOCK AND FREE THE JAMMED MECHANICAL LOCK MECHANISM. [redacted] WAS INFORMED OF THE PROBLEM WE WERE HAVING WITH HER VEHICLE. AT THAT POINT SHE WAS UPSET THAT PROGRAMMING THE KEY WAS TAKING TO MUCH TIME AND SOMEHOW WE BROKE HER IGNITION LOCK CYLINDER. SHE ALSO INFORMED ME SHE DID NOT HAVE MONEY IN HER BUDGET TO REPAIR THE PROBLEM. AT THAT POINT WE DID NOT TALK ABOUT REPAIR OR WHAT THE COST WOULD BE. [redacted] TOLD ME SHE JUST BOUGHT THE CAR, WAS ON A VERY SMALL FIXED INCOME AND COULD REPAIR THE CAR. [redacted] CONTACTED A FRIEND WHO AS I RECALL IS THE PERSON SHE BOUGHT THE CAR FROM. I WAS TOLD BY HIM THE CAR WAS HIS DAUGHTERS CAR AND HE SOLD IT TO [redacted]. HE REITERATED [redacted] DID NOT HAVE MONEY TO REPAIR THE CAR AND FOR US NOT TO PERFORM ANY WORK ON THE CAR. HE ALSO TOLD ME, HE HAS A WORKSHOP AND WOULD REPAIR THE CAR. [redacted]'S FRIEND TOOK [redacted] HOME. THERE WAS CONCERN SINCE THE IGNITION LOCK MECHANISM WAS JAMMED HE WOULD NOT BE ABLE GET THE CAR ON HIS TRAILER WITH THE STEERING WHEEL LOCKED. I OLD HIM I WOULD PUT A PIECE OF TAPE OVER THE STEERING LOCK BOLT (LIKE A DEAD BOLT) TO PREVENT THE STEERING LOCK FROM ENGAGING SO HE COULD STEER THE CAR. THE NEXT DAY [redacted]'S FRIEND PICKED UP THE CAR. A DAY OF TWO LATER, I GOT A CALL FROM [redacted]'S FRIEND TELLING ME WE DAMAGED THE CAR AND SHOULD PAY TO REPAIR IT. I EXPLAINED TO HIM THE PROCESS AND THERE IS NO WAY WE DAMAGED THE LOCK. HE PROCEEDED TO TELL ME BECAUSE THE KEY WAS CUT WRONG, THAT CAUSED THE LOCK TO BE DAMAGED. I EXPLAINED TO HIM, BY SIMPLY INSERTING A KEY INTO A LOCK THAT WAS NOT CUT CORRECTLY WOULD NOT DAMAGE THE LOCK. ( FOR EXAMPLE, IF YOU OWNED TWO VOLKSWAGENS, BOTH KEYS LOOK THE SAME AND INSERTED ONE OF THE KEYS FROM ONE VEHICLE INTO THE OTHER VEHICLE, THE LOCK WOULD NOT TURN BECAUSE IT IS THE WRONG KEY, IT IS CUT DIFFERENTLY. YOU WOULD SIMPLY REMOVE THE WRONG KEY AND INSERT THE CORRECT KEY FOR THE CAR AND THE LOCK WOULD FUNCTION NORMALLY. )AT THE END OF THE DAY. WE SOLD THIS VEHICLE NEW TO [redacted] IN APRIL 2002, [redacted] TRADED THE VEHICLE BACK IN WITH US IN JANUARY 2006 WITH 63,777 MILES. WE PREPARED THE VEHICLE FOR RESALE AND SOLD THE VEHICLE. [redacted] BROUGHT THE VEHICLE TO US FOR MAINTENANCE AT 77824 MILE IN 2006 AND AGAIN AT 105811 MILES FOR REPAIRS AND DECLINED RECOMMENDED REPAIRS. THAT WAS THE LAST TIME WE HAD THIS VEHICLE IN OUR WORKSHOP.NOW AT 192277 MILES ON A 13 YEAR OLD VEHICLE WITH NO EVIDENCE OF MAINTENANCE HISTORY, [redacted] PURCHASED THE VEHICLE FROM A FRIEND I AM TOLD SOLD [redacted] THE VEHICLE. [redacted] WANTED A SPARE KEY. WE IN GOOD FAITH ATTEMPTED TO SUPPLY AND PROGRAM THE NEW KEY. THE IGNITION LOCK MALFUNCTION DUE TO WEAR, AGE AND MILEAGE. WE WERE TOLD SHE WAS NOT GOING TO HAVE US REPAIR THE VEHICLE, [redacted] COULD NOT AFFORD TO REPAIR, [redacted]'S FRIEND THAT I UNDERSTAND SOLD HER THE VEHICLE PUT HIMSELF IN THE MIDDLE OF THIS TRANSACTION ACCUSING US CAUSING THE MALFUNCTION. WE DID NOT CHARGE [redacted] ANY MONEY FOR PROGRAMMING WE WERE UNABLE TO PERFORM DUE TO THE MALFUNCTION OF THE IGNITION LOCK. [redacted] DID NOT GIVE US THE OPPORTUNITY TO MAKE REPAIRS BECAUSE HER FRIEND WAS GOING TO REPAIR THE CAR. WHILE WE FEEL SADNESS FOR [redacted]'S ECONOMIC SITUATION AND THE FACT SHE JUST BOUGHT THE VEHICLE, WE CAN'T TAKE RESPONSIBILITY FOR [redacted]'S VEHICLE. SHE BOUGHT A 13 YEAR OLD VEHICLE WITH ALMOST 200,000 MILES ON IT FROM A FRIEND. IT IS MY OPINION THE IGNITION LOCK MECHANISM FAILED DUE TO AGE AND USE. IF ANYONE SHOULD HELP HER IS THE PERSON THAT SOLD HER THE VEHICLE. FEEL FREE TO CONTACT ME FOR MORE DETAILS IF YOU NEED. SINCE [redacted] BOUGHT THE VEHICLE, NOT MUCH IN THE WAY OF MAINTENANCE HAS BEEN PERFORMED ON THIS VEHICLE. [redacted] SPENT ABOUT 123.81 IN DIAGNOSIS FOR AN ENGINE COOLING SYSTEM CONCERN AND DECLINED REPAIRS. IN 128,500 MILE [redacted] SPENT 123.81 WITH US, AND KNOW MAINTENANCE WITH US. [redacted] HAS BEEN IN OUR WORKSHOP ONCE AND NO MONEY HAS BEEN SPENT BY [redacted]. KIND REGARDS, [redacted] SERVICE MANAGERLITHIA VOLKSWAGEN OF RENO. [redacted] Phone: +[redacted]

When we purchased our vehicle from Lithia VW they sold us a warranty and we were very skeptical about buying the warranty because we heard a lot of negative things about extended warranties. They insured us it was a very good warranty and we stressed the issue to them that we were going to get a bumper to bumper coverage and we were informed, by the finance person, that yes we were purchasing a bumper to bumper warranty. We even double checked with the guy we signed our paperwork and were reassured again that it covered the whole vehicle. At no point did anyone tell us the warranty only covered electrical (which we were told by VW when we took it in for repair). We never received any paperwork on the warranty just a card in the mail. We paid almost $2200 for the warranty and we put $5000 down on the vehicle when we purchased it. This last time we took the vehicle in we were told it was not a covered item and that the "warranty" company denied our claim. Andy the person helping us informed us that he spoke with someone in the warranty company and he got this information from them. When I asked him for the phone number to speak with the warranty company directly he gave me a wrong number so I told him and he gave me another wrong number. How is it that he just called the warranty company about our claim and yet can not provide me with a number. VW wanted to charge us $650 to replace the hose which is outrageous when the hose costs about $135 so they wanted to charge us over $500 for about an hours labor. We first filed a complaint with the warranty company and they said they had no claim filed on our behalf for our vehicle and they also said the hose is a maintenance item and is not covered. Therefore we were lied to at the time we purchased the warranty when we asked if it was bumper to bumper and we were told it was.Product_Or_Service: Extended bumper to bumper warrantyDesired SettlementOur warranty expires December of this year and we want to keep it just in case, but since it was sold to us under false pretenses we should get some of the warranty money refunded to us. Also we feel like there has been some fraud because no claim was filed and we were given "bad" phone numbers for the warranty company and when we tried to google the warranty co name nothing comes up to be able to contact them. Do they even exist? Something is not right!Business Response Contact Name and Title: [redacted], ser mangrContact Phone: [redacted]Contact Email: [redacted]CUSTOMER PURCHASED VEHICLE 23DACEMBER2013. THIS VEHICLE CAME WITH A 3,000 MILE 60DAY WARRANTY. AN EXTENDED SERVICE CONTRACT WAS PURCHASED AT THE TIME OF SALE FOR $2115.00. THE TERM OF THE EXTENDED SERVICE CONTRACT WAS 24 MONTHS OR 24,000 MILES WHICHEVER COMES FIRST. CUSTOMER SIGNED AND HAS A COPY OF THE CONTRACT. THE CONTRACT HAS THE PHONE NUMBER FOR CLAIMS PRINTED ON THE CONTRACT. THE TYPE OF EXTENDED SERVICE CONTRACT WAS A COMPREHENSIVE TYPE. THE CONTRACT IS SPECIFIC AS TO WHAT'S COVERED AND WHAT IS NOT. ENGINE COOLING SYSTEM HOSES ARE LISTED ON THE CONTRACT AS WHAT'S NOT COVERED IN THE MECHANICAL SECTION. HOSES ARE MAINTENANCE ITEMS AND ARE THE RESPONSIBILITY OF THE CUSTOMER. I WOULD HAVE ATTACHED THE SIGNED EXTENDED SERVICE CONTRACT THAT SHOWS THE PHONE NUMBERS AND WHAT'S COVERED AND WHAT'S NOT COVERED BUT I CAN'T SEEM TO ATTACH IT TO YOUR SYSTEM. THE PHONE NUMBER GIVEN TO THE CUSTOMER WAS THE SAME PHONE NUMBER LISTED ON THE CONTRACT. [redacted], THE CUSTOMERS SERVICE ADVISOR CORRECTLY LET THE CUSTOMER KNOW ENGINE COOLING SYSTEM HOSES WERE NOT COVERED BY THE EXTENDED SERVICE CONTRACT. THE CUSTOMER WAS GIVEN AN ESTIMATE OF $349.33 TO REPLACE THE FAILED HOSE INCLUDING ENGINE COOLANT. THE CUSTOMER DECLINED THE REPAIRS SO NO REPAIRS WERE PERFORMED. I EMPATHIZE WITH THE CUSTOMER, $349.33 IS A LOT OF MONEY BUT, THIS REPAIR IS NOT COVERED. THERE ARE MANY THINGS THAT ARE COVERED, THIS EXTENDED SERVICE CONTRACT IS A VERY GOOD ONE. I WOULD RECOMMEND THE CUSTOMER RE FAMILIARIZE THEMSELVES WITH THE EXTENDED SERVICE CONTRACT. IT IS A VERY SIMPLE READ, EASY TO UNDERSTAND AND THERE IS NO CONFUSING LEGAL LANGUAGE. WHAT IS COVERED IS LISTED IN PLAIN ENGLISH AND WHAT IS NOT IS LISTED THE SAME WAY. THE EXTENDED SERVICE CONTRACT WAS EXPLAINED, SIGNED BY THE CUSTOMER AND A COPY OF THE CONTACT WAS PROVIDED WITH ALL THE OTHER DOCUMENTS RELATED THE PURCHASE OF THEIR VEHICLE WHEN THE CUSTOMER TOOK DELIVERY. IF THEY DO NOT HAVE THEIR COPY, WE CAN SEND THEM A COPY OF THE CONTRACT. LET ME KNOW HOW I CAN HELP.KIND REGARDS, [redacted] SERVICE MANAGERLITHIA VOLKSWAGEN OF RENO[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We were NOT quoted $349.33 We were quoted $650 I have a copy of the quote. And we are not disputing the information Andy gave us we are disputing the fact that at the time of sale we were told it was a bumper to bumper warranty in those exact words and it is not. We have already went to another mechanic to have the issue fixed. We would like a partial refund on the warranty since it actually covers less then we were told and led to believe.Final Business Response JUST REMEMBER, THE COST OF THE SERVICE CONTRACT YOU PURCHASED WAS $2115.00. YOUR SERVICE CONTRACT IS STILL IN FORCE UNTIL YOU CANCEL IT. IF YOU HAVE A COVERED FAILURE, I AM HERE TO SERVE YOU AND WILL BE AN ADVOCATE FOR YOU. KIND REGARDS, [redacted] Service Manager Lithia Volkswagen RenoInternal: [redacted] Phone: [redacted] email: [redacted]7063 South Virginia Street Reno, Nevada 89511Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I am not satisfied with the outcome so I rather keep what I paid for. No other resolution has been reached so I will just closed the case unsatisfied.

I was in the market for a used car and visited Lithia Volkswagen of Reno on January 7th and 8th to look at a 3 series BMW that I had found online. They were selling the car for a great deal. It drove well and didn't appear to be damaged, there was only a check engine light. After bringing this to the dealers attention, they told us they would look into it. After around 30 minutes, they told us that they had recently changed the oil and that they did not have the technology to turn it off. Skeptical, the next day we took the car to an independent mechanic. Here we learned that the vehicle not only had an E-Vape leak, but also had many signs that the car had been in an unreported accident (mismatched paint, new headlights, etc.). The mechanics at Lithia had also put the wrong coolant type in the car. We returned the car to the dealer and informed them of the information and left. They acted very strange when we returned. Later, while reviewing the [redacted] given to us by lithia, we determined the [redacted] was also fraudulent, it was printed in black and white, had a word document format, and had an incomplete vin number.We hope they have not tried to sell the car to anyone else!!Product_Or_Service: BMW 3 series CarDesired SettlementI want it to be known that this business lied to a customer and was negligent in caring for a vehicle, which could lead to injury in said vehicle.Business Response Hello,I'm sorry you had a bad experience. We've been in business since 1946, and we strive to create the best possible car buying experience for the community and serve hundreds of very satisfied customers every week. Your comments, and issues, you have stated are important to us in our quest to become the market leaders in the automotive industry. While we strive to provide exceptional customer service to every customer, everytime, without excuses or exceptions, we have to also recognize that we can and do make mistakes and fall down from time to time. In your case we have and to that end we apologize for this and vow to improve. We have taken corrective actions in light of the information that you have provided us to ensure that our future guests and valuable customers do not have the same concerns that you have had with your car buying experience and to provide our guests with more transparent and stress free buying process. Please accept our apologies for failing you and we hope that if given a second chance we would be able to exceed your expections the next time you are in the market for a quality pre owned or new vehicle.Best regards,[redacted]General Sales ManagerLithia VW of RenoFinal Consumer Response At 8:45 Mountain time on Tuesday January 27, I received a harassing phone call on my personal cell phone from the sales manager at Lithia Volkswagon of Reno. He accused me of slander and libel for making a complaint on [redacted]. The phone call was harassing in nature and at times the associate yelled at me. My phone number was provided for correspondence about purchasing a vehicle, not for harassment.

Took 2001 [redacted] Jetta in on June 09,2015 for a diagnostic check for transmission not shifting, and check engine light on. was told needed a valve body replaced in transmission due to bad solenoids inside. for approx 2 thousand dollars, but no guarantee it would fix shifting problem. other option was to replace transmission for approx 5 thousand dollars. took vehicle to sierra transmission for valve body replacement. did not fix problem. took vehicle to hi tech automotive for diagnostic check, showed that transmission control module was bad, recommended replace. after replacement of transmission control module transmission problem was resolved. left message with Litha volkswagen to have there service manager call me on june 22, and 23rd. no return call. both times I was asked nature of call and I had explained that there diagnostic check did not show the bad transmission module to be bad, which was the problem. and had I paid 5 thousand dollars for a transmission from them as suggested I would be really upset to find the problem was the transmission control module all along. I also let them know that my car did not come back from there shop with my battery cover. invoice also says you get a courtesy tires pressure set to spec for free. I took vehicle right to [redacted] and all tires had different pressure.Product_Or_Service: diagnostic checkDesired Settlementreplace battery cover, and refund me the 74.20 for miss diagnosing saying needs transmission when it was a transmission control module.Business Response I contacted [redacted] and spoke with him about his concern. It appears there was miss diagnosis, I apologized for what had happened and offered him a refund of what we charged him for diagnosis. I processed a check request and a check for what he paid is being mailed to him. Kind regards, [redacted] Service Manager Lithia Volkswagen RenoConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)was told I would have refund by friday july 2nd, it did not come friday or saturday. Revdex.com record should show there horrible business practices. for him to say he tried to contact me is a bold face lie. by him admidting the mistake explains why he could not face calling me. I got no calls, or messages from him. to also say he does not know why they would have removed my battery cover is a little suspicious as well. it was a diagnostic check including electronics as well. volkswagen needs to take better care of there customers. I am out time, extra money spent to another garage to get this right, and a battery cover.Final Business Response I AM SORRY [redacted] IS SO ANGRY. WE DID MISDIAGNOSE HIS VEHICLE FOR THAT WE ARE VERY SORRY. DOES HOWEVER PROVE WE ARE HUMAN TOO. WISH WE ALL COULD BE PERFECT. I DID MAKE EVERY EFFORT TO CONTACT [redacted]. WHEN I WAS ABLE TO SPEAK WITH HIM, I PROMISED TO SUBMIT A CHECK REQUEST FOR THE FULL AMOUNT OF MONEY [redacted] PAID ($74.19). I NEVER PROMISED THE EXACT DATE HE WOULD RECEIVE THE CHECK BECAUSE IT IS A PROCESS TO GET THE REFUND CHECK PROCESSED. ON JULY 02, 2015 [redacted]S REFUND CHECK WAS SENT OUT AND [redacted] CASHED IT ON JULY 07, 2015 ACCORDING TO BANK RECORDS. INTERESTING, JULY 2 WAS THURSDAY THE DAY BEFORE THE BEGINNING OF A FEDERAL HOLIDAY. [redacted] CASHED THE CHECK I SENT TO VIA US MAIL ON JULY 7TH TUESDAY. NOT SURE WHEN [redacted] RECEIVED THE CHECK IN THE MAIL, BUT I GUESS IT WAS PROBABLY MONDAY, OR THE TUESDAY HE RECEIVED THE CHECK. I RESPONDED TO [redacted]S CONCERN QUICKLY, GOT THE CHECK IN THE MAIL AS PROMISED AS FAST AS POSSIBLE. I DO NOT BELIEVE MAKING AN ERROR IN DIAGNOSIS, ADMITTING TO THE ERROR AND REFUNDING [redacted]S MONEY IN A TIMELY MANNER CONSTITUTES BAD BUSINESS PRACTICES.I DO NOT APPRECIATE THE MISREPRESENTATION OF MY INTEGRITY BY [redacted]'S ASSERTION I DID NOT CONTACT HIM. Revdex.com PROCESSING LOG SHOWS WEDNESDAY JUNE 24, 2015 AS THE START OF OUR DIALOG, THE Revdex.com NOTICE WAS SENT TO ME VIA US MAIL. I DO NOT REMEMBER THE EXACT DATE THE Revdex.com NOTICE ARRIVED ON MY DESK HOWEVER MY PHONE SYSTEM CALL LOG SHOWS I CALLED [redacted] ON JUNE 29 AT 11:36AM, THIS WAS MONDAY AS A RESULT OF AN EMAIL I RECEIVED FROM OUR SOCIAL MEDIA DEPARTMENT AND MY GENERAL MANAGER. HERE IS THE EMAIL DIALOG BELOW; Hi[redacted],I have tried calling this guy with no success. I'd be happy to talk with him and refund his $74.19 diag fee. It's an old car, 15 years old with lots of miles. Sorry we didn't get the diag correct. You can give him my cell phone [redacted]Kind regards, [redacted] Service Manager Lithia Volkswagen RenoInternal: [redacted] Phone: [redacted] email: [redacted]7063 South Virginia Street Reno, Nevada 89511From:[redacted] Sent: Monday, June 29, 2015 10:44 AMTo: [redacted]Subject: [redacted]Hey [redacted],This guy seems really angry...he's blowing up your FB page right now. Do you know who he is/what he wants us to do for him?[redacted] Social Media Advocate Lithia Motors, Inc.Internal: [redacted] Phone: [redacted] Email:[redacted]No trees were destroyed in the sending of this message, however, a significant number of electrons were terribly inconvenienced.(FIRST EMAIL FROM CORPORATE) BELOWHi [redacted]I have been trying to contact this guy for over a week. He has not returned my phone calls. I would be happy to discuss this with him. I think we only charged him $70.00, I'd be happy to refund him. I do not believe we took his battery cover. I'll continue to try to contact him, its just difficult when they don't answer the phone From: [redacted] Sent: Monday, June 29, 2015 10:01 AMTo: [redacted]Subject: FW: [redacted] General Manager Lithia Volkswagen RenoCell:[redacted] Phone: [redacted] email: [redacted]7063 South Virginia Street Reno, Nevada 89511 From: IRC Support mailto:[redacted] Sent: Monday, June 29, 2015 8:46 AMTo: [redacted]Subject: [redacted]__________________________________Hi [redacted],This is a review that was posted, how would you like to respond?"By: [redacted] On: 6/28/2015 4:34:35 PM Title: crappy customer service. (no call back) mis diagnosed Review:if I could give less then 1 star I would. they charged for diagnostic. you would think for car being a 2001 volkswagen jetta they would be able to nail the problem. wrong ! wanted to replace valve body for transmission shifting problems. said would be 2 grand, and no guarantee it would fix problem. and next would be to replace transmission for over 5 grand. well I took my car out of there, took to transmission shop, replaced valve body for 500 bucks. had to take it somewhere else as this did not fix shifting problem. turned out it was the transmission control module. 20 dollar pick in pull part. plugged it in and car was fixed and transmission shifting and working fine. mind you lithia would have replaced entire transmission and that was not the problem. also called and gave detailed explanation for a service manager call back 2 times and never got a return call as promised. whats that tell ya ? also they said will look for my battery cover that my car came from there without. no word on that either. so now filed complaint with Revdex.com, and next whoever I can find till I am compensated for money wasted and lost battery cover."Thank you,[redacted] Social Media[redacted] Toll Free: [redacted] Email: [redacted]________________________________________This message was sent to [email protected] in reference to Case #: [redacted] IF YOU NOTICE THE TIME AND DATES ON THESE EMAILS, YOU WILL NOTICE I CALLED [redacted] PROMPTLY BUT [redacted] DID NOT ANSWER HIS PHONE. [redacted] FINALLY CALLED ME, I APOLOGIZED AND TOLD HIM I WAS SORRY, AND TOLD HIM I WOULD REFUND HIS MONEY. MY CALL LOG ALSO REFLECTS I ATTEMPED TO CALL [redacted] ON JUNE 23RD AS WELL BEFORE Revdex.com OR SOCIAL MEDIA WAS INVOLVED.Search results for:[redacted] Add - Reno, NV6/29/15 11:36 AM 11 days ago 3 minutes long moreCall quality? [redacted] Add - Reno, NV6/23/15 3:23 PM 2 weeks ago 0 minutes long IN CLOSING, I WOULD LIKE AGAIN TO APOLOGIES FOR THE MISDIAGNOSIS. I OWNED OUR MISTAKE, MADE GOOD FAITH EFFORT CONTACT AND FULLY REFUND [redacted]S DIAGNOSTIC CHARGE $74.19 IN A TIMELY MANNER, [redacted] RECEIVED THE REIMBURSEMENT CHECK AND CASHED IT. WE ARE NOT GOING TO REPLACE HIS BATTERY COVER. WE DID NOT TAKE OR LOOSE THE BATTERY COVER. I HAVE ALSO PROVIDED EMAIL DIALOG AND MY PHONE LOG THAT I'M VERY SURE CLEARLY SHOWS I DID NOT MAKE A "BOLD FACE LIE". I DID WHAT I SAID WE WOULD DO. I WISH [redacted] THE BEST AND HARBOR NO ANIMOSITY TOWARD HIM. IF [redacted] IS EVER IN NEED, I AM HERE TO SERVE HIM. IF YOU HAVE ANY QUESTIONS, PLEASE FEEL FREE TO CONTACT ME AT [redacted] I AM HERE FOR YOU AND THE CUSTOMER. WITH BEST WISHES, [redacted] SERVICE MANAGERLITHIA VOLKSWAGEN OF RENO

Business was paid to repair the fuel pump in the 2000 VW beetle. They were paid by Insurance and me. THe vehicle has gone 8 miles and per the recorded message at Lithia they warranty the repair for 5 years parts and labor. The vehicle is at [redacted] in [redacted] and they pulled the fuel tank and the fuel pump was not replaced adn "is destroyed" per the repair facility. This is consumer Fraud. The bill was over $1000.00 and we have the repair orders.Desired SettlementComplete refund paid and new part.Business Response VEHICLE TOWED TO WORKSHOP 16APRIL14 NOT RUNNING, RO#543469 ATTACHED. PERFORMED DIAGNOSIS, REPLACED THROTTLE BODY, IGNITION HOUSING WITH LOCK AND FUEL PUMP AS REQUESTED. CUSTOMER DID NOT REQUEST OLD PARTS AT THE TIME OF PICKUP. CUSTOMER LATER COMPLAINED FUEL PUMP HAS FAILED. I TOLD HER ALL REPAIRS ARE COVERED BY vw 12 MONTH 12K MILE WARRANTY IN ADDITION TO OUR LITHIA 3 YEAR / 50K WARRANTY. SAM REFUSED TO BRING THE CAR HERE OR OTHER VW DEALER FOR EVALUATION, WARRANTY CONSIDERATION AND REPAIR. IF WE DON'T HAVE THE CAR HERE WE CAN'T PERFORM ANY WARRANTY WORK. IT WOULD NOT HAVE COSTED SAM ANY MONEY TO HAVE THE FUEL PUMP REPLACED HERE UNDER WARRANTY. THE ORIGINAL BILL WAS PAID BY SAM'S INSURANCE COMPANY, SAM HAD A $500.00 DEDUCTIBLE SHE PAID. LET ME KNOW IF YOU NEED OTHER INFORMATION, I'D BE HAPPY TO ASSIST YOU.