Mastria VW

The GSM of Mastria VW worked with customer to resolve his concernsApologies were made for customer's upsetting experiencePolicies and procedures for out of state registrations were reviewedA compromise was reached with customer to reimburse him for some of his costsThe customer has expressed to the dealership that he is satisfied with the resolution

Mastria Volkswagen strongly disagrees with the complainant’s description of her recent service visitThe Mastria Automotive Group of dealerships has conducted business in the area with honesty and integrity, for more than sixty yearsMastria consistently achieves the highest of customer
satisfaction ratings, and has earned its excellent reputation through its commitment to excellence in customer careThe complainant’s implied accusation that the dealership purposely caused damage to her vehicle is unreasonable. Attached please find a video of the vehicle inspection where the technician clearly identifies an oil leakThe oil is clearly not fresh based on its appearanceFurther, the complainant would not have seen oil leaking onto the ground due to the vehicle’s lower engine cover. Additionally two repair orders are attached showing that on Jan24, 2017, the oil light had come on and customer declined testing on this concern, even though the oil level was found to be lowCustomer also declined to have the oil leak repaired on Aug29, 2017, following receipt of the video. Mastria conducts business with full transparency, which includes the video inspection, and is not responsible for the complainant’s necessary repairs. ***

The GSM of Mastria VW worked with customer to resolve his concerns. Apologies were made for customer's upsetting experience. Policies and procedures for out of state registrations were reviewed. A compromise was reached with customer to reimburse him for some of his costs. The customer has expressed...

to the dealership that he is satisfied with the resolution.