Initial Business Response / [redacted] (1000, 19, 2015/02/12) */ 13/01/ [redacted] Valley Volkswagen RE: Case # XXXXX Mr [redacted] With Reference to the above complaint against Valley Volkswagen, we respond as follows: Mr [redacted] purchased a [redacted] here in August The customer was in a position that limited which vehicles could be financed for himWe found a mutually acceptable vehicle in a [redacted] In preparing the vehicle for our lot, and before any contact by Mr [redacted] we performed maintenance on the vehicle which included new brake pads and rotors on the front and new brake shoes on the back Both sway bar links were also replaced as part of the fresh MVI service performed Unfortunately, the car did experience an occasion when it stopped workingWe brought the car to our shop for diagnosis and found that the alternator, not the battery, had failedThe alternator, tensioner and idler pulley were replaced at no cost to the customer This was a [redacted] Pre-owned with km sold for $We feel the car was in good condition for the year and mileage and that we have addressed all issues to and beyond a satisfactory state Yours Truly, [redacted] Dealer Principle
Initial Business Response /* (1000, 21, 2015/02/12) */
12/18/
*** *** CA
Valley Volkswagen
RE: Case # *** *** ***
With Reference to the above complaint against Valley Volkswagen, we respond as follows:
Ms*** initially had her car serviced as part of the
000km maintenance at a third party facility in *** *** *** When she had trouble with the car the following day, she came to Valley Volkswagen for assistanceInvestigation by our Technician was preformed to determine the symptoms being experiencedOne of the tests included a process termed "smoking the intake"This revealed that there was a large leak in the IntercoolerThis part was replaced at Valley Volkswagen
The car was driven to *** without incidentThe following day the car had additional power loss issues and was taken to ***'s *** Further investigation showed a fuel filter was improperly installed by the first facility in ***
We paid for the repairs at the *** ** Dealership at our expense(Invoice #XXXXXX for $734.16) This was done strictly out of goodwill, as the car had been at our Facility the previous dayThe repairs and findings completed at ***'s ** were not in relation to the repairs completed at Valley Volkswagen but were a result of the work done improperly at the repair facility in *** While it is unfortunate that Ms *** experienced interruptions and problems while traveling, they appear to be because of the work done improperly at the first repair facility, with the improperly installed fuel filterAgain as a gesture of good faith, Valley Volkswagen paid for the $bill at *** ***'s ***
We are confident all repairs done at Valley Volkswagen were correct and necessary, and not a result of misdiagnosis as is being implied by the customer
In closing we feel we have gone above and beyond to satisfy the customer in this matter
Yours sincerely,
*** *** **
Dealer Principle
Valley Volkswagen
Initial Consumer Rebuttal /* (3000, 23, 2015/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Valley Volkswagen for reasons:
I took the car in asking that they look at the fuel filterTHEY DID NOT LOOK AT THE FUEL FILTERAny reputable Volkswagen mechanic would have immediately noticed that the fuel filter was installed incorrectly and therefore the car would not run correctlyThe car would have been repaired in less than minutes at very little cost(Proof: The Volkswagen dealership in *** ** did look at the fuel filter as I asked and took pictures showing that it was indeed installed incorrectly, installed it correctly and the car is working perfectly
The dealership fixed an expensive problem that may need to have been fixed in the future but WHICH DID NOT SOLVE THE DRIVEABILITY PROBLEM I WAS ASKED THEM TO REPAIR RELATED TO THE FUEL FILTER(Proof: After the expensive repair carried out by Valley Volkswagen I had the SAME problem I had brought the car in for - it would drive ok four a few hours and then when the car sat overnight it would not drive properly after a few kilometersAfter the fuel filter was fixed by the dealership in *** ***, I have had zero problems.)
The dealership has not kept their word(Proof: On a phone call the owner of Valley Volkswagen told me he would pay for a rental car if it was a problem they should have fixedHe has not paidWhen I contacted them directly for discussion with my dissatisfaction they did not respond to calls, emails or faxes.***
None of this is good business practiceAnd I request reimbursement as described at the filing of this complaint
Sincerely,
*** ***
Final Business Response /* (4000, 31, 2015/03/13) */
Valley Volkswagen rejects the request from the above customer on the following grounds
1) All repairs completed at Valley Volkswagen are deemed necessary and reasonable, performed by a licensed, qualified Volkswagen technician
2) The work that was done improperly at another facility was repaired at ***'s ***Valley Volkswagen has paid that Bill in good faith and believe we have far exceeded any responsibility we may have had
Sincerely,
*** ***
General Manager
Valley Volkswagen
*** ***
Final Consumer Response /* (4200, 33, 2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the businessI will summarize my previous response:
I brought the car in because I suspected a fuel filter issue
I asked the Service Manager and the Technician to check the fuel filter
The Technician assured me that it was not a fuel filter issue and proceeded to fix a very expensive problem that caused me significant travel delaysAnd which did not fix the problem
When I took it to the next Volkswagen dealership I told them that I suspected a fuel filter issue
They checked the fuel filter, found that it was installed incorrectly, re-installed it and the problem was fixed immediately
A licensed Volkswagen technician should have noticed at a glance that the fuel filter was installed incorrectlyI have the photographs from the second dealership to prove it
Valley Volkswagen's error and incompetence has cost me $1000's of dollars *** Not to mention time and inconvenience
***
*** ***
Initial Business Response /* (1000, 19, 2015/02/12) */
13/01/2015
[redacted]
Valley Volkswagen
RE: Case # XXXXX Mr. [redacted].
With Reference to the above complaint against Valley Volkswagen, we respond as follows:
Mr. [redacted] purchased a [redacted] here in...
August 2014. The customer was in a position that limited which vehicles could be financed for him. We found a mutually acceptable vehicle in a [redacted]
In preparing the vehicle for our lot, and before any contact by Mr. [redacted] we performed maintenance on the vehicle which included new brake pads and rotors on the front and new brake shoes on the back.
Both sway bar links were also replaced as part of the fresh MVI service performed.
Unfortunately, the car did experience an occasion when it stopped working. We brought the car to our shop for diagnosis and found that the alternator, not the battery, had failed. The alternator, tensioner and idler pulley were replaced at no cost to the customer.
This was a [redacted] Pre-owned with 113 000 km sold for $7600. We feel the car was in good condition for the year and mileage and that we have addressed all issues to and beyond a satisfactory state.
Yours Truly,
[redacted]
Dealer Principle
Initial Business Response /* (1000, 6, 2015/07/20) */
Contact Name and Title: [redacted] General Ma
Contact Phone: [redacted]
Contact Email: [redacted].**
I have reviewed the case with our Business Manager and respond as follows.
In order ; Administration fee was itemized on the...
bill of sale at time of purchase.
The mud flap although unfortunate, would not affect the MVI. As I would have liked to have seen tat dealt with at the time, we certainly would replace the defective mud guard.
We felt the contract was signed in good faith and chose not to accept the vehicle back.
The customer did not show up on the agreed time to discuss trading the [redacted] in on a different vehicle.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again they are ignoring my complaints and concerns. They sold me a $[redacted] vehicle that was in a previous accident without disclosing it. Also, the day I purchased the vehicle, [redacted] was in a hurry to leave, so the Bill Of Sale was signed in a rush, without further discussion.
I paid $[redacted] for an administration fee which was suppose to include the vehicle being serviced and the M.V.I.done. This was not done until after the vehicle was purchased and only because the oil light and tire light came on and I returned it. I purchased the car on [redacted] and the M.V.I. and service was done on Monday [redacted]. The tire issue was not resolved, I had to continue to put air in it weekly, until I finally took it to another garage and they patched the tire.
My calls to the [redacted] Dealership were ignored and not returned so I went to the Dealership and was deliberately ignored for 2 hours.
[redacted].
Final Business Response /* (4000, 12, 2015/08/12) */
We are adamant that the complaints do not warrant the return of the vehicle.
The vehicle has been fully serviced, deposit returned and [redacted] supplied.
We agreed to meet Ms. [redacted] on Friday, [redacted] to discuss however, the customer did not show.
Although we are of the opinion that the administration fee was fully disclosed and not unreasonable, in a good faith motion we would be willing to split he fee with the customer, in effect cut the customer a check for $[redacted]. or 1/2 of the administration fee.
Final Consumer Response /* (4200, 14, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Valley Volkswagon is still ignoring the fact that I was sold a vehicle that had previously been in an accident without disclosing it . They did service the vehicle, they did return my deposit and they did give me the [redacted], but, only days after I purchased the vehicle.
The meeting mentioned on [redacted] was to discuss the purchase of a new [redacted] . However, I decided that I did not want to deal with this Company anymore.
The administration fee was not disclosed prior to the purchase of the vehicle. [redacted]. The first I was aware of any additional fee was when I noticed it on the paper I was about to sign.
The return of $[redacted] of an unreasonable $[redacted] administration fee is not going to change the fact that this Company did not disclose the [redacted] at time of purchase, did not provide good customer service,[redacted].
I am still requesting the return of this vehicle to the dealership.
Initial Business Response / [redacted] (1000, 19, 2015/02/12) */ 13/01/ [redacted] Valley Volkswagen RE: Case # XXXXX Mr [redacted] With Reference to the above complaint against Valley Volkswagen, we respond as follows: Mr [redacted] purchased a [redacted] here in August The customer was in a position that limited which vehicles could be financed for himWe found a mutually acceptable vehicle in a [redacted] In preparing the vehicle for our lot, and before any contact by Mr [redacted] we performed maintenance on the vehicle which included new brake pads and rotors on the front and new brake shoes on the back Both sway bar links were also replaced as part of the fresh MVI service performed Unfortunately, the car did experience an occasion when it stopped workingWe brought the car to our shop for diagnosis and found that the alternator, not the battery, had failedThe alternator, tensioner and idler pulley were replaced at no cost to the customer This was a [redacted] Pre-owned with km sold for $We feel the car was in good condition for the year and mileage and that we have addressed all issues to and beyond a satisfactory state Yours Truly, [redacted] Dealer Principle
Initial Business Response /* (1000, 21, 2015/02/12) */
12/18/
*** *** CA
Valley Volkswagen
RE: Case # *** *** ***
With Reference to the above complaint against Valley Volkswagen, we respond as follows:
Ms*** initially had her car serviced as part of the
000km maintenance at a third party facility in *** *** *** When she had trouble with the car the following day, she came to Valley Volkswagen for assistanceInvestigation by our Technician was preformed to determine the symptoms being experiencedOne of the tests included a process termed "smoking the intake"This revealed that there was a large leak in the IntercoolerThis part was replaced at Valley Volkswagen
The car was driven to *** without incidentThe following day the car had additional power loss issues and was taken to ***'s *** Further investigation showed a fuel filter was improperly installed by the first facility in ***
We paid for the repairs at the *** ** Dealership at our expense(Invoice #XXXXXX for $734.16) This was done strictly out of goodwill, as the car had been at our Facility the previous dayThe repairs and findings completed at ***'s ** were not in relation to the repairs completed at Valley Volkswagen but were a result of the work done improperly at the repair facility in *** While it is unfortunate that Ms *** experienced interruptions and problems while traveling, they appear to be because of the work done improperly at the first repair facility, with the improperly installed fuel filterAgain as a gesture of good faith, Valley Volkswagen paid for the $bill at *** ***'s ***
We are confident all repairs done at Valley Volkswagen were correct and necessary, and not a result of misdiagnosis as is being implied by the customer
In closing we feel we have gone above and beyond to satisfy the customer in this matter
Yours sincerely,
*** *** **
Dealer Principle
Valley Volkswagen
Initial Consumer Rebuttal /* (3000, 23, 2015/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Valley Volkswagen for reasons:
I took the car in asking that they look at the fuel filterTHEY DID NOT LOOK AT THE FUEL FILTERAny reputable Volkswagen mechanic would have immediately noticed that the fuel filter was installed incorrectly and therefore the car would not run correctlyThe car would have been repaired in less than minutes at very little cost(Proof: The Volkswagen dealership in *** ** did look at the fuel filter as I asked and took pictures showing that it was indeed installed incorrectly, installed it correctly and the car is working perfectly
The dealership fixed an expensive problem that may need to have been fixed in the future but WHICH DID NOT SOLVE THE DRIVEABILITY PROBLEM I WAS ASKED THEM TO REPAIR RELATED TO THE FUEL FILTER(Proof: After the expensive repair carried out by Valley Volkswagen I had the SAME problem I had brought the car in for - it would drive ok four a few hours and then when the car sat overnight it would not drive properly after a few kilometersAfter the fuel filter was fixed by the dealership in *** ***, I have had zero problems.)
The dealership has not kept their word(Proof: On a phone call the owner of Valley Volkswagen told me he would pay for a rental car if it was a problem they should have fixedHe has not paidWhen I contacted them directly for discussion with my dissatisfaction they did not respond to calls, emails or faxes.***
None of this is good business practiceAnd I request reimbursement as described at the filing of this complaint
Sincerely,
*** ***
Final Business Response /* (4000, 31, 2015/03/13) */
Valley Volkswagen rejects the request from the above customer on the following grounds
1) All repairs completed at Valley Volkswagen are deemed necessary and reasonable, performed by a licensed, qualified Volkswagen technician
2) The work that was done improperly at another facility was repaired at ***'s ***Valley Volkswagen has paid that Bill in good faith and believe we have far exceeded any responsibility we may have had
Sincerely,
*** ***
General Manager
Valley Volkswagen
*** ***
Final Consumer Response /* (4200, 33, 2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the businessI will summarize my previous response:
I brought the car in because I suspected a fuel filter issue
I asked the Service Manager and the Technician to check the fuel filter
The Technician assured me that it was not a fuel filter issue and proceeded to fix a very expensive problem that caused me significant travel delaysAnd which did not fix the problem
When I took it to the next Volkswagen dealership I told them that I suspected a fuel filter issue
They checked the fuel filter, found that it was installed incorrectly, re-installed it and the problem was fixed immediately
A licensed Volkswagen technician should have noticed at a glance that the fuel filter was installed incorrectlyI have the photographs from the second dealership to prove it
Valley Volkswagen's error and incompetence has cost me $1000's of dollars *** Not to mention time and inconvenience
***
*** ***
Initial Business Response /* (1000, 19, 2015/02/12) */
13/01/2015
[redacted]
Valley Volkswagen
RE: Case # XXXXX Mr. [redacted].
With Reference to the above complaint against Valley Volkswagen, we respond as follows:
Mr. [redacted] purchased a [redacted] here in...
August 2014. The customer was in a position that limited which vehicles could be financed for him. We found a mutually acceptable vehicle in a [redacted]
In preparing the vehicle for our lot, and before any contact by Mr. [redacted] we performed maintenance on the vehicle which included new brake pads and rotors on the front and new brake shoes on the back.
Both sway bar links were also replaced as part of the fresh MVI service performed.
Unfortunately, the car did experience an occasion when it stopped working. We brought the car to our shop for diagnosis and found that the alternator, not the battery, had failed. The alternator, tensioner and idler pulley were replaced at no cost to the customer.
This was a [redacted] Pre-owned with 113 000 km sold for $7600. We feel the car was in good condition for the year and mileage and that we have addressed all issues to and beyond a satisfactory state.
Yours Truly,
[redacted]
Dealer Principle
Initial Business Response /* (1000, 6, 2015/07/20) */
Contact Name and Title: [redacted] General Ma
Contact Phone: [redacted]
Contact Email: [redacted].**
I have reviewed the case with our Business Manager and respond as follows.
In order ; Administration fee was itemized on the...
bill of sale at time of purchase.
The mud flap although unfortunate, would not affect the MVI. As I would have liked to have seen tat dealt with at the time, we certainly would replace the defective mud guard.
We felt the contract was signed in good faith and chose not to accept the vehicle back.
The customer did not show up on the agreed time to discuss trading the [redacted] in on a different vehicle.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again they are ignoring my complaints and concerns. They sold me a $[redacted] vehicle that was in a previous accident without disclosing it. Also, the day I purchased the vehicle, [redacted] was in a hurry to leave, so the Bill Of Sale was signed in a rush, without further discussion.
I paid $[redacted] for an administration fee which was suppose to include the vehicle being serviced and the M.V.I.done. This was not done until after the vehicle was purchased and only because the oil light and tire light came on and I returned it. I purchased the car on [redacted] and the M.V.I. and service was done on Monday [redacted]. The tire issue was not resolved, I had to continue to put air in it weekly, until I finally took it to another garage and they patched the tire.
My calls to the [redacted] Dealership were ignored and not returned so I went to the Dealership and was deliberately ignored for 2 hours.
[redacted].
Final Business Response /* (4000, 12, 2015/08/12) */
We are adamant that the complaints do not warrant the return of the vehicle.
The vehicle has been fully serviced, deposit returned and [redacted] supplied.
We agreed to meet Ms. [redacted] on Friday, [redacted] to discuss however, the customer did not show.
Although we are of the opinion that the administration fee was fully disclosed and not unreasonable, in a good faith motion we would be willing to split he fee with the customer, in effect cut the customer a check for $[redacted]. or 1/2 of the administration fee.
Final Consumer Response /* (4200, 14, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Valley Volkswagon is still ignoring the fact that I was sold a vehicle that had previously been in an accident without disclosing it . They did service the vehicle, they did return my deposit and they did give me the [redacted], but, only days after I purchased the vehicle.
The meeting mentioned on [redacted] was to discuss the purchase of a new [redacted] . However, I decided that I did not want to deal with this Company anymore.
The administration fee was not disclosed prior to the purchase of the vehicle. [redacted]. The first I was aware of any additional fee was when I noticed it on the paper I was about to sign.
The return of $[redacted] of an unreasonable $[redacted] administration fee is not going to change the fact that this Company did not disclose the [redacted] at time of purchase, did not provide good customer service,[redacted].
I am still requesting the return of this vehicle to the dealership.