Mike Haggerty Volkswagen Inc.

Initial Business Response /* (1000, 5, 2014/08/30) */
Case #XXXXXXXX
When Ms*** purchased her vehicle from us she signed that she received a copy of the vehicle history reportThrough todays date the vehicle history report shows no accidents on it
Sincerely
***
***
Initial Consumer Rebuttal /* (3000, 7, 2014/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I went to *** they show me the history reportThere was an accident right before I bought the car?
Final Business Response /* (4000, 9, 2014/09/13) */
Case #XXXXXXXX
When Ms*** bought the vehicle it did not show an accident on the Carfax and it does not show an accident nowShe received a copy when she bought it and I have attached a current report for you to seeif she needs any further assistance we are happy to helpShe can contact me at XXX XXX XXXX
Sincerely
*** ***
Final Consumer Response /* (4200, 12, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Where is the report?

We had Mr*** come back on Friday to honor the sales price he seen on a third party websiteThe sales price was different than the dealership internet price but we refunded the $1,extra off the price for him

Initial Business Response /* (1000, 5, 2015/07/20) */
RE: [redacted]
[redacted] N [redacted] Ave [redacted] A
Chicago, IL XXXXX
2009 Volkswagen CC
WVWHL73C49EXXXXXX
To Whom it may Concern,
On July 3rd the above mentioned vehicle was towed to our dealership for lost/stolen...

keys. The service advisor advised the customer of the process and the cost. The customer agreed to purchase a replacement key and it was ordered. Most keys take 2-3 business days to get from the manufacturer.
On Monday July 6th Ms. [redacted] called and talked to the service manager and wanted to know why her vehicle was sitting in front of her house and the key was dropped off with her neighbor. I replied that I did not know but I would check into it. She said that her ex-husband had her key and must have picked up her car and brought it back to her house. I replied I did not know anything about that, but that it makes sense. The next day I talked to the service advisor who was handling her vehicle and he explained that the vehicle was here for a key and it was ordered. I advised him that the vehicle was picked up and brought back to her, in which he replied that he did not know anything about that. The first time the vehicle was brought to us, Mr. [redacted] was the person who brought us the vehicle and picked it up, both parties name are on this file.
I can only figure that when the sales department was open on July 4th the person picking up her vehicle just came on our lot and drove the vehicle off. Ms. [redacted] said her ex-husband had her keys and she believed that he must have picked up her vehicle and brought it back to her house.
We believe [redacted] VW did nothing wrong and we cannot control the people that come on and off our lot. Ms. [redacted] had the vehicle towed to our facility with a private tow service. We are not compensating the customer for a tow we did not order or for a vehicle we did not work on.
[redacted]
Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they will not accept any reponsibility for allowing my car to be taken when I was assured my car would be safe.
Final Business Response /* (4000, 9, 2015/08/03) */
Mike Haggerty Volkswagen has done nothing wrong and cannot control vehicles taken off our lot when no one advises us. We do believe that the owner of the vehicle should have a conversation with the person that had taken her keys in the first place.
Final Consumer Response /* (4200, 11, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
John is responding with untrue information regarding this issue. First of all, I am not married neither have I ever been. Nor did I tell John or anyone else that I knew who had my keys.
I told Steve (service department) my keys were lost/stolen and I wanted to get another key ordered but was concerned if whoever took my keys would be able to just come up there and take the car. Steve assured me that my car would be safe. However, Kelvin (person who checked my car in) conveniently told me that someone by the name of Keith [redacted] called and asked if the car was there; he was told yes and the car was subsequently released to him. Now, Keith is not the registered owner and should not have been given my car in the first place. I had the car towed in and Mike Haggerty had a duty to make sure my car was serviced and returned to me only! Further, when I spoke to John, he told me that my car would not have been given to someone who was not the registered owner. So, I just want to understand why Mike Haggerty gave my car to a non-registered owner which is in my opinion gross negligence.

Initial Business Response /* (1000, 6, 2015/07/22) */
RE: [redacted]
[redacted] N [redacted] A
Chicago, IL XXXXX
2009 Volkswagen CC
WVWHL73C49EXXXXXX
To Whom it may Concern,
On July 3rd the above mentioned vehicle was towed to our dealership for lost/stolen...

keys. The service advisor advised the customer of the process and the cost. The customer agreed to purchase a replacement key and it was ordered. Most keys take 2-3 business days to get from the manufacturer.
On Monday July 6th Ms. [redacted] called and talked to the service manager and wanted to know why her vehicle was sitting in front of her house and the key was dropped off with her neighbor. I replied that I did not know but I would check into it. She said that her ex-husband had her key and must have picked up her car and brought it back to her house. I replied I did not know anything about that, but that it makes sense. The next day I talked to the service advisor who was handling her vehicle and he explained that the vehicle was here for a key and it was ordered. I advised him that the vehicle was picked up and brought back to her, in which he replied that he did not know anything about that. The first time the vehicle was brought to us, Mr. Kieth Earley was the person who brought us the vehicle and picked it up, both parties name are on this file.
I can only figure that when the sales department was open on July 4th the person picking up her vehicle just came on our lot and drove the vehicle off. Ms. [redacted] said her ex-husband had her keys and she believed that he must have picked up her vehicle and brought it back to her house.
We believe Mike Haggerty VW did nothing wrong and we cannot control the people that come on and off our lot. Ms. [redacted] had the vehicle towed to our facility with a private tow service. We are not compensating the customer for a tow we did not order or for a vehicle we did not work on.
[redacted]
Service Manager

Initial Business Response /* (1000, 7, 2014/03/24) */
Contact Name and Title: [redacted] Srv. Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@haggertycars.com
Mike Haggerty takes great pride in it customer service and wants all of our customers to leave our service...

department completely satisfied with their service expierence. In regards to the damage to a car when servicing it, it is our policy not to take responsibility for any damage noted to a customers car, once the car leaves our property. I would like to invite the customer back to our dealership, so I can personally inspect the damage on the vehicle. At that point we can discuss a possible resolution that will continue to keep the customer happy about coming back to Mike Haggerty for all its service needs. I can not guarentee at this time that we will take responsiblity and repair the bumper, but I am willing to take another look at the damage and the previous management decisions that have been made.
thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2014/03/24) */
From: [redacted]@comcast.net
To: [redacted]@haggertycars.com
Sent: Monday, March 24, 2014 10:19:25 AM
Subject: Fwd: Revdex.com Complaint Case# 94492528 (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
Hi [redacted],

I am in receipt of your response to my complaint filed with the Revdex.com. I would be happy to bring my car in so you can personally inspect the damage and service needs. Also, is it possible for us to collectively view any surveillance/video footage from March 8th? I believe this will help us determine the state of the vehicle when I came in as well as the condition of the car after it was washed. Please advise.

Thank you,
[redacted]
Final Consumer Response /* (450, 11, 2014/03/28) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

Initial Business Response /* (1000, 6, 2015/07/22) */
RE: [redacted]
[redacted] N [redacted] A
Chicago, IL XXXXX
2009 Volkswagen CC
WVWHL73C49EXXXXXX
To Whom it may Concern,
On July 3rd the above mentioned vehicle was towed to our dealership for...

lost/stolen keys. The service advisor advised the customer of the process and the cost. The customer agreed to purchase a replacement key and it was ordered. Most keys take 2-3 business days to get from the manufacturer.
On Monday July 6th Ms. [redacted] called and talked to the service manager and wanted to know why her vehicle was sitting in front of her house and the key was dropped off with her neighbor. I replied that I did not know but I would check into it. She said that her ex-husband had her key and must have picked up her car and brought it back to her house. I replied I did not know anything about that, but that it makes sense. The next day I talked to the service advisor who was handling her vehicle and he explained that the vehicle was here for a key and it was ordered. I advised him that the vehicle was picked up and brought back to her, in which he replied that he did not know anything about that. The first time the vehicle was brought to us, Mr. Kieth Earley was the person who brought us the vehicle and picked it up, both parties name are on this file.
I can only figure that when the sales department was open on July 4th the person picking up her vehicle just came on our lot and drove the vehicle off. Ms. [redacted] said her ex-husband had her keys and she believed that he must have picked up her vehicle and brought it back to her house.
We believe Mike Haggerty VW did nothing wrong and we cannot control the people that come on and off our lot. Ms. [redacted] had the vehicle towed to our facility with a private tow service. We are not compensating the customer for a tow we did not order or for a vehicle we did not work on.
[redacted]
Service Manager

Initial Business Response /* (1000, 7, 2014/06/12) */
o Whom It May Concern:-
We are sorry for the miscommunication in our email sent to Mr. [redacted]. We have changed our process on our future emails we are sending out to our customers and making sure that it does not happen in the future. ...


Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2014/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All they have promised is not to do this in the future. What about me in the present. Where is "make good" offer to me. I have recieved nothing in the mail or via email. Please advise...
Thank you
Final Business Response /* (4000, 11, 2014/06/26) */
To Whom It May Concern:

The vehicle that was in the email sent to Mr. [redacted] was not advertised in any way as a new vehicle. As a courtesy to Mr [redacted] Volkswagen will extend the sale price of the advertised vehicle to him if he wishes to purchase it still.

Sincerely


[redacted]
Final Consumer Response /* (4200, 13, 2014/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have the original email and no where on the email did it imply anything other than the vehicle wasn't new. Even when linking to the dealerships website did it state the vehicle was anything other than new. There was nothing on the website even dealing with the content of the email offers presented. If they had did the right thing by providing the customer a link to this so called "flyer" that they said they created it would have cleared up this issue back in May. I think based on Mr. [redacted] reply do they still believe they did nothing wrong when in fact they most certainly did. Even Volkswagen US headquarters doesn't stand behind what was done by ths dealership, which tells you they are trying to distance themselves from this occurence. I have not seen that the Revdex.com has agreed with the business in what was presented either. To that end unless the dealership offers a new Passat at the sale price listed in the email would I consider this issue resolved to my satisfaction.

I HAVE SPOKEN TO THE CUSTOMER AND THERE WAS A DELAY WITH THE PROCESSING OF THE CANCELLATIONS BUT IT HAS SINCE BEEN RECTIFIED.  THE CANCELLATIONS WERE BACK DATED TO ENSURE A FULL REFUND AND ONCE THE MONIES ARE RECEIVED FROM THE WARRANTY COMPANY THEY WILL BE DIRECTLY SENT TO VW CREDIT WHICH...

IS THE FINANCIAL INSTITUTION THAT HOLDS THE NOTE ON THE VEHICLE.  I WILL NOTIFY YOU AS WELL AS THE CUSTOMER WHEN THE CHECK HAS BEEN SENT ALONG WITH ROUTING INFORMATION.  THIS SHOULD OCCUR WITHIN THE NEXT FEW BUSINESS DAYS.

Hello Mr. [redacted],I'm sorry to hear that you had an issue with the vehicle. We would like to offer you your $135 that it cost you at the local [redacted] dealer. Please contact Pat [redacted] 708-[redacted]-[redacted] for this.

Initial Business Response /* (1000, 5, 2014/02/21) */
Contact Name and Title: [redacted] Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@haggertycars.com
Unfortunately Volkswagen does not provide alternate transportation of any kind for warranty repairs and it is not...

part of the warranty that comes with the vehicle. Mike Haggerty as a courtesy gesture to its customers does have a fleet of loaner vehicles that we provide at no charge when a customer is in need. These vehicles may not accommodate 7 people and they are there to act as a transportation option for our customers, so they are not stranded without any vehicle. Just to reiterate Volkswagen corporation does not offer any form of transportation as part of the warranty.
Initial Consumer Rebuttal /* (3000, 7, 2014/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is not acceptable. While it is courteous to provide a loaner while one's vehicle is being serviced, does it really matter if it was covered under warranty or paid out of pocket? Why is the consumer being punished because a new vehicle came with a warranty? And how many families you know of with more than 1 7-passenger vehicle to a household. The whole purpose consumers usually choose to purchase vehicles from most companies is due to customer service not just the vehicles because all vehicles do the same thing; they can be driven. It should be common customer service to accommodate the customer; in this instance it was explained to the dealership the vehicle being serviced was the only vehicle to accommodate my family in which I have three children 5 and younger who at all times while in the vehicle must be in a safety seat. I am not asking to be accommodated for pleasure, but for the safe travels of my family according to the law of our state! Again most people do not purchase minivans because they want to be stylish. Even though Volkswagen usually do not make mini vans, I purchased one from the company because of the company's longevity. Sometimes corporations should do what's right, because it's certainly not illegal! I will keep in mind how "courteous" this corporation is when it's time to purchase a new vehicle when my children will no longer need car seats. Next time it may be more suitable to patronize a corporation who can identify with the working American family. And not to mention it is not the consumer's fault that parts are not in stock for repair.
Final Business Response /* (4000, 9, 2014/03/04) */
As stated in our previous response. The manufacture does not allow for rental vehicles and the loaner fleet that we have is to supply the customer with alternate transperation. This transpertation may not alwasy be suitable in every occasion or for every customer situation. We strive to keep our customers 100% satisfied and we always try to meet our customers expectations. Unfortunatly we do not have every vehicle for every situation that may arise.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/20) */
RE: [redacted]
[redacted] N [redacted] Ave [redacted] A
Chicago, IL XXXXX
2009 Volkswagen CC
WVWHL73C49EXXXXXX
To Whom it may Concern,
On July 3rd the above mentioned vehicle was towed to our dealership for...

lost/stolen keys. The service advisor advised the customer of the process and the cost. The customer agreed to purchase a replacement key and it was ordered. Most keys take 2-3 business days to get from the manufacturer.
On Monday July 6th Ms. [redacted] called and talked to the service manager and wanted to know why her vehicle was sitting in front of her house and the key was dropped off with her neighbor. I replied that I did not know but I would check into it. She said that her ex-husband had her key and must have picked up her car and brought it back to her house. I replied I did not know anything about that, but that it makes sense. The next day I talked to the service advisor who was handling her vehicle and he explained that the vehicle was here for a key and it was ordered. I advised him that the vehicle was picked up and brought back to her, in which he replied that he did not know anything about that. The first time the vehicle was brought to us, Mr. [redacted] was the person who brought us the vehicle and picked it up, both parties name are on this file.
I can only figure that when the sales department was open on July 4th the person picking up her vehicle just came on our lot and drove the vehicle off. Ms. [redacted] said her ex-husband had her keys and she believed that he must have picked up her vehicle and brought it back to her house.
We believe [redacted] VW did nothing wrong and we cannot control the people that come on and off our lot. Ms. [redacted] had the vehicle towed to our facility with a private tow service. We are not compensating the customer for a tow we did not order or for a vehicle we did not work on.
[redacted]
Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they will not accept any reponsibility for allowing my car to be taken when I was assured my car would be safe.
Final Business Response /* (4000, 9, 2015/08/03) */
Mike Haggerty Volkswagen has done nothing wrong and cannot control vehicles taken off our lot when no one advises us. We do believe that the owner of the vehicle should have a conversation with the person that had taken her keys in the first place.
Final Consumer Response /* (4200, 11, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
John is responding with untrue information regarding this issue. First of all, I am not married neither have I ever been. Nor did I tell John or anyone else that I knew who had my keys.
I told Steve (service department) my keys were lost/stolen and I wanted to get another key ordered but was concerned if whoever took my keys would be able to just come up there and take the car. Steve assured me that my car would be safe. However, Kelvin (person who checked my car in) conveniently told me that someone by the name of Keith [redacted] called and asked if the car was there; he was told yes and the car was subsequently released to him. Now, Keith is not the registered owner and should not have been given my car in the first place. I had the car towed in and Mike Haggerty had a duty to make sure my car was serviced and returned to me only! Further, when I spoke to John, he told me that my car would not have been given to someone who was not the registered owner. So, I just want to understand why Mike Haggerty gave my car to a non-registered owner which is in my opinion gross negligence.

Initial Business Response /* (1000, 7, 2014/03/17) */
To Whom It May Concern:

On February 19, 2014 [redacted] did come in and she put a $200.00 deposit down on a vehicle with her boyfriends debit card. She purchased a vehicle the next day and used cash for a down payment....

There was a little confusion with the refund because it was under a different name and it did take a little longer to refund the $200.00 but it was refunded on February 27, 2014. After we refunded the money it took a couple days to show back in the customers account. As far as giving the vehicle back we did offer to let Ms. [redacted] trade it in on a different vehicle or to buy it back from her which we are still willing to do for her.


Sincerely
Rocco Cesario
Initial Consumer Rebuttal /* (3000, 9, 2014/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A refund or exchange from what they told me would put my 3500$ in jeopardy. I was informed I would lose that 3500$ and owe 1000$ on my loan. So I would end up paying 4500$ just to give the car back. That is unacceptable that leaves me with nothing. And a trade in would be a lot cheaper of a car because I can only get 10k back when I spent over 14k I want an even exchange