Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThe light appeared directly after I had my oil changed on 9/2/**, so I do know when the light stopped working I returned to the dealership on 9/8/**, but I called prior to that to indicate that the driver headlight light indicating it was not working I wanted to come in on that Saturday (9/6/**) so I did not have to miss work again, but they could not fit me in That is why I went to [redacted] on that Saturday as I was hoping it was just a bulb that needed to be replaced Based on the information I received from several local mechanics, as well as research online indicating that this issue occurs when the hood is slammed shut, I believe that Bachman did, in fact, damage the headlight I did not raise my hood after I was at Bachman for the oil change The age of the car should have not caused the issue I have driven cars well over years old, and this has never happened I waited on 9/9/ [redacted] for the repair as this was alre [redacted] my third time back to Bachman within a week I had alre [redacted] missed enough work time, so I brought my computer to work while I waited I was NOT offered a rental car at this time If I had the shuttle driver take me back to work and then pick me back up, it would have been a minimum of minutes additional lost work time - if not more - as he alre [redacted] had several other clients he was taking in the shuttle After Bachman realized the headlight was damaged, I should have been offered a rental car at this point so I could have left my car there while they ordered a new part and not have waited additional time while they did a temporary fix This may also have prevented me having to call to understand when the new part arrived since no one ever called meOverall, I am dissatisfied with the customer service, repair and lack of follfrom Bachman It not only cost me $but lost work time and multiple trips back to BachmanRegards, [redacted] &
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The light appeared directly after I had my oil changed on 9/2/**, so I do know when the light stopped working. I returned to the dealership on 9/8/**, but I called prior to that to indicate that the driver headlight light indicating it was not working. I wanted to come in on that Saturday (9/6/**) so I did not have to miss work again, but they could not fit me in. That is why I went to [redacted] on that Saturday as I was hoping it was just a bulb that needed to be replaced.
Based on the information I received from several local mechanics, as well as research online indicating that this issue occurs when the hood is slammed shut, I believe that Bachman did, in fact, damage the headlight. I did not raise my hood after I was at Bachman for the oil change. The age of the car should have not caused the issue. I have driven cars well over 4.5 years old, and this has never happened.
I waited on 9/9/** for the repair as this was alre[redacted] my third time back to Bachman within a week. I had alre[redacted] missed enough work time, so I brought my computer to work while I waited. I was NOT offered a rental car at this time. If I had the shuttle driver take me back to work and then pick me back up, it would have been a minimum of 45 minutes additional lost work time - if not more - as he alre[redacted] had several other clients he was taking in the shuttle. After Bachman realized the headlight was damaged, I should have been offered a rental car at this point so I could have left my car there while they ordered a new part and not have waited additional time while they did a temporary fix. This may also have prevented me having to call to understand when the new part arrived since no one ever called me.
Overall, I am dissatisfied with the customer service, repair and lack of follow-up from Bachman. It not only cost me $284.15 but lost work time and multiple trips back to Bachman.
Regards,
[redacted]
Response:
Ms. [redacted] brought her vehicle in on 9/2/** at 115296 miles for an oil change & multipoint inspection. We topped off fluids, set tire pressure and checked items on vehicle-including headlights at this time.. no problems found while vehicle was in shop. Ms. [redacted] returned to the...
dealership on 9/8/** stating ”the driver side headlight is out- that [redacted] tried to replace but the socket was melted”- we had a Master certified technician inspect the vehicle and found that yes, the socket was melted. No wiring problems found going to the socket at this time. The socket is internal on the headlight and not easily seen. There is no way to determine when the socket had stopped working other than it was working on Sept 2nd and was not working now on Sept 8th. The socket is part of the headlight assembly as a whole. We quoted replacement of the headlight assembly to the customer- who declined at this time. Ms. [redacted] took her vehicle to another repair facility- [redacted] Imports- who was going to repair the vehicle for Ms. [redacted]- [redacted] Imports advised Ms. [redacted] that some Passats have recalls on the headlights. This is correct- some Passats made in a certain location, in a certain time frame do have a recall regarding the headlights- Ms. [redacted]’s vehicle did not have this safety recall. [redacted] Imports ordered the headlight assembly from us to repair the headlight for Ms. [redacted]. I contacted [redacted] of America on Ms. [redacted]’s behalf- explaining that the recall did not apply to Ms. [redacted]’s vehicle and that she believed the recall should extend to her vehicle. I also explained that Ms. [redacted] was requesting assistance regarding the headlight assembly replacement since the recall did not apply to her Passat. I received word from [redacted] at ** Customer Care, who declined assistance due to the mileage on the vehicle. Ms. [redacted] contacted [redacted] of America on her own- who advised her to contact the dealership directly, that it was a ‘dealership issue’. Ms. [redacted] was denied assistance and was referred back to the dealership after speaking with [redacted] at Customer Care for **OA. [redacted] at Customer Care was informed by the owner that “she believes the dealer damaged the vehicle” and that is why assistance was declined at this time and referred back to dealership. This was not the case. Ms. [redacted] called back in to the dealership and spoke with me- I explained that **OA was unable to offer assistance due to mileage on the vehicle, that the recall information did not apply to her vehicle, and that as a gesture of goodwill I would be willing to assist Ms. [redacted] here at the dealership level by covering the labor if she would purchase the headlamp assembly. We no longer had the part in stock (the one we had in stock was sold to [redacted] Imports since she was going to be repairing the car there orignally) and Ms. [redacted] said she would get the lamp from [redacted] Imports - if I would still install at no charge. I agreed at this time to try to take care of the customer. Ms. [redacted] came in to have the headlight replaced on 9/9/**, customer was advised that it would take some time to do the repair (Ms. [redacted] insisted on waiting) because in order to replace the headlamp assembly, the front bumper must come off. The new part was installed, however, a small clip was missing from the factory. I advised Ms. [redacted] that we would order another for her (parts warranty) and it would also be replaced at no charge when she came back into town from her trip. Ms. [redacted] called on 9/22/** claiming no one had contacted her regarding the headlight arrival- I apologized to Ms. [redacted] and offered to put her in a vehicle for the day at no charge while we replaced the headlight for her, since I knew that the bumper had to come off again to replace the new headlight. Ms. [redacted] declined, again, was willing to wait on the repair. Ms. [redacted] contacted my supervisor, [redacted] regarding her visits here at the dealership. [redacted] and I called Ms. [redacted] together to discuss the visits. Ms. [redacted] was asking to be reimbursed because she believes we damaged her headlight. We did not damage her headlight, the socket had begun to melt due to time/age – no electrical problems with wiring to socket was ever found. Here at the dealership level- we have made several attempts to assist Ms. [redacted] by covering the labor for her repair and offering to put her in a vehicle at no charge for the day so she was not inconvenienced further, as a gesture of goodwill to her as a valued customer. Ms. [redacted] declined the offer of the loaner vehicle and we repaired the vehicle as quickly as possible for her. The total amount disputed was $284.15 and that was the cost of the part only %3
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThe light appeared directly after I had my oil changed on 9/2/**, so I do know when the light stopped working I returned to the dealership on 9/8/**, but I called prior to that to indicate that the driver headlight light indicating it was not working I wanted to come in on that Saturday (9/6/**) so I did not have to miss work again, but they could not fit me in That is why I went to [redacted] on that Saturday as I was hoping it was just a bulb that needed to be replaced Based on the information I received from several local mechanics, as well as research online indicating that this issue occurs when the hood is slammed shut, I believe that Bachman did, in fact, damage the headlight I did not raise my hood after I was at Bachman for the oil change The age of the car should have not caused the issue I have driven cars well over years old, and this has never happened I waited on 9/9/ [redacted] for the repair as this was alre [redacted] my third time back to Bachman within a week I had alre [redacted] missed enough work time, so I brought my computer to work while I waited I was NOT offered a rental car at this time If I had the shuttle driver take me back to work and then pick me back up, it would have been a minimum of minutes additional lost work time - if not more - as he alre [redacted] had several other clients he was taking in the shuttle After Bachman realized the headlight was damaged, I should have been offered a rental car at this point so I could have left my car there while they ordered a new part and not have waited additional time while they did a temporary fix This may also have prevented me having to call to understand when the new part arrived since no one ever called meOverall, I am dissatisfied with the customer service, repair and lack of follfrom Bachman It not only cost me $but lost work time and multiple trips back to BachmanRegards, [redacted] &
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The light appeared directly after I had my oil changed on 9/2/**, so I do know when the light stopped working. I returned to the dealership on 9/8/**, but I called prior to that to indicate that the driver headlight light indicating it was not working. I wanted to come in on that Saturday (9/6/**) so I did not have to miss work again, but they could not fit me in. That is why I went to [redacted] on that Saturday as I was hoping it was just a bulb that needed to be replaced.
Based on the information I received from several local mechanics, as well as research online indicating that this issue occurs when the hood is slammed shut, I believe that Bachman did, in fact, damage the headlight. I did not raise my hood after I was at Bachman for the oil change. The age of the car should have not caused the issue. I have driven cars well over 4.5 years old, and this has never happened.
I waited on 9/9/** for the repair as this was alre[redacted] my third time back to Bachman within a week. I had alre[redacted] missed enough work time, so I brought my computer to work while I waited. I was NOT offered a rental car at this time. If I had the shuttle driver take me back to work and then pick me back up, it would have been a minimum of 45 minutes additional lost work time - if not more - as he alre[redacted] had several other clients he was taking in the shuttle. After Bachman realized the headlight was damaged, I should have been offered a rental car at this point so I could have left my car there while they ordered a new part and not have waited additional time while they did a temporary fix. This may also have prevented me having to call to understand when the new part arrived since no one ever called me.
Overall, I am dissatisfied with the customer service, repair and lack of follow-up from Bachman. It not only cost me $284.15 but lost work time and multiple trips back to Bachman.
Regards,
[redacted]
&
Response:
Ms. [redacted] brought her vehicle in on 9/2/** at 115296 miles for an oil change & multipoint inspection. We topped off fluids, set tire pressure and checked items on vehicle-including headlights at this time.. no problems found while vehicle was in shop. Ms. [redacted] returned to the...
dealership on 9/8/** stating ”the driver side headlight is out- that [redacted] tried to replace but the socket was melted”- we had a Master certified technician inspect the vehicle and found that yes, the socket was melted. No wiring problems found going to the socket at this time. The socket is internal on the headlight and not easily seen. There is no way to determine when the socket had stopped working other than it was working on Sept 2nd and was not working now on Sept 8th. The socket is part of the headlight assembly as a whole. We quoted replacement of the headlight assembly to the customer- who declined at this time. Ms. [redacted] took her vehicle to another repair facility- [redacted] Imports- who was going to repair the vehicle for Ms. [redacted]- [redacted] Imports advised Ms. [redacted] that some Passats have recalls on the headlights. This is correct- some Passats made in a certain location, in a certain time frame do have a recall regarding the headlights- Ms. [redacted]’s vehicle did not have this safety recall. [redacted] Imports ordered the headlight assembly from us to repair the headlight for Ms. [redacted]. I contacted [redacted] of America on Ms. [redacted]’s behalf- explaining that the recall did not apply to Ms. [redacted]’s vehicle and that she believed the recall should extend to her vehicle. I also explained that Ms. [redacted] was requesting assistance regarding the headlight assembly replacement since the recall did not apply to her Passat. I received word from [redacted] at ** Customer Care, who declined assistance due to the mileage on the vehicle. Ms. [redacted] contacted [redacted] of America on her own- who advised her to contact the dealership directly, that it was a ‘dealership issue’. Ms. [redacted] was denied assistance and was referred back to the dealership after speaking with [redacted] at Customer Care for **OA. [redacted] at Customer Care was informed by the owner that “she believes the dealer damaged the vehicle” and that is why assistance was declined at this time and referred back to dealership. This was not the case. Ms. [redacted] called back in to the dealership and spoke with me- I explained that **OA was unable to offer assistance due to mileage on the vehicle, that the recall information did not apply to her vehicle, and that as a gesture of goodwill I would be willing to assist Ms. [redacted] here at the dealership level by covering the labor if she would purchase the headlamp assembly. We no longer had the part in stock (the one we had in stock was sold to [redacted] Imports since she was going to be repairing the car there orignally) and Ms. [redacted] said she would get the lamp from [redacted] Imports - if I would still install at no charge. I agreed at this time to try to take care of the customer. Ms. [redacted] came in to have the headlight replaced on 9/9/**, customer was advised that it would take some time to do the repair (Ms. [redacted] insisted on waiting) because in order to replace the headlamp assembly, the front bumper must come off. The new part was installed, however, a small clip was missing from the factory. I advised Ms. [redacted] that we would order another for her (parts warranty) and it would also be replaced at no charge when she came back into town from her trip. Ms. [redacted] called on 9/22/** claiming no one had contacted her regarding the headlight arrival- I apologized to Ms. [redacted] and offered to put her in a vehicle for the day at no charge while we replaced the headlight for her, since I knew that the bumper had to come off again to replace the new headlight. Ms. [redacted] declined, again, was willing to wait on the repair. Ms. [redacted] contacted my supervisor, [redacted] regarding her visits here at the dealership. [redacted] and I called Ms. [redacted] together to discuss the visits. Ms. [redacted] was asking to be reimbursed because she believes we damaged her headlight. We did not damage her headlight, the socket had begun to melt due to time/age – no electrical problems with wiring to socket was ever found. Here at the dealership level- we have made several attempts to assist Ms. [redacted] by covering the labor for her repair and offering to put her in a vehicle at no charge for the day so she was not inconvenienced further, as a gesture of goodwill to her as a valued customer. Ms. [redacted] declined the offer of the loaner vehicle and we repaired the vehicle as quickly as possible for her. The total amount disputed was $284.15 and that was the cost of the part only %3