Response from Napleton's Auto Park of Urbana:Steve Palmer's explanation of the $1,800 was in response to a question regarding the dollar amount of the premium on the extended service contract. He was not asked about the full product bundle Ms. [redacted] was purchasing. All costs of...
additional products purchased with our business managers are fully disclosed on the buyers order as well as the vehicle contract which was presented to the customers and signed by Ms. [redacted] on July 25th.Ms. [redacted]'s written request to cancel products was on August 24th. It is dealership practice that we disperse cancellation checks twice each month due to the volume of business conducted. September 5th was the next date we conducted our cancellation process after we received the written request. The email chain between Ms. [redacted] and [redacted], finance director is included below. As soon as [redacted] received Ms. [redacted]'s request he forwarded the email to [redacted] who is in charge of cancellations. On the next cancellation issuance day [redacted] made a check payable to [redacted] for the sum of $3,074. A copy of the check is attached. In regard to [redacted] being frustrated when the customers came to the dealership, he explains that the frustration was due to them arriving on a Saturday when our business office is closed and he was frustrated that he was unable to help them immediately. He was not at all frustrated with the customers, he was hoping to be able to put the issue to rest for them that day. There was no intent to delay the cancellation process, we were adhering to dealership policy. We are actively working towards a solution that will allow us to disperse cancellation checks more regularly at the dealership.
We have issued check#[redacted] to Kia Motors Finance in the amount of $649.75. We are sending it overnight. Please express our apologies for not handling this sooner. If you need anything just let me know.
Initial Business Response /* (1000, 6, 2015/04/28) */
We have been unable to duplicate the noise that the customer describes and therefore do not know exactly what part would need to be ordered. We do have a part here that may or may not fix the noise. We do not want to install a part in the...
vehicle without duplication of the noise and an exact understanding of where it is coming from. We have offered that the customer return with the vehicle and meet with the service manager so the noise can be duplicated, the customer has not done so. The customer was supposed to send an email with a video of the noise being duplicated so that he would not have to be inconvenienced and bring the car back here. We have not received that video. At this point in time we would need that to occur before complying to the customer's request to send a part to another dealership.
Initial Consumer Rebuttal /* (3000, 8, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I duplicated the noise to service writer at 10,000 mile appointment. Upon calling back the day after "repair" and stating the noise was back, I was directed to a customer service rep who told me the work was complete and that there was nothing they could do.
Attempt to email video failed delivery on several attempts. As you can see in the video, its not exactly "difficult" to replicate the issue.
Link to video:
[redacted]
It's too bad your dealership is incompetent when it comes to customer service. I thought I found a good one for a short time. There's no reason for any of this. I have a legit problem and I understand that things aren't always fixed the first time, but I didn't expect to get excuse after excuse after one repair attempt.
You guys create an absolutely fantastic image of yourselves (note sarcasm) when you project your lack of confidence in your service writer's ability to properly diagnose a repair. What was the purpose of ordering the seat bottom after the 10,000 mile service appointment to let that part sit in the parts department and collect dust for 10k+ miles, all while a potential long-term customer has expressed dis-satisfaction for the level of service and the lack of attention to the matter and disgust for lack of repair efforts. You guys didn't even look at the seat at the 10k service. I had to make the service writer come outside after the appointment to note the issue, despite noting the issue in online scheduling comments, as well as notifying the service writer upon arrival.
I'm not taking time out of my day to drive an hour to have some clown look at it and tell me nothing is wrong again. With the lost income of two days I've taken off of work already, I could have just replaced the seat out of my own pocket. Instead, you guys want to play games to save yourselves $200. Not gonna happen. I'll take my business to a competent VW dealer.
I am rejecting this response because:
Dear Revdex.com Complaint Office, I am emailing in regards to my existing case #11804055. I apologize in advance for the tardiness of my response but due to the holidays and dealing with strep I’ve been unable to get back with you all with my follow up to Napleton’s response. Given their response to the complaint I’m convinced that they either don’t understand the problem or don’t see that they are at fault so I would like to explain again the issue at hand. I took my vehicle to a certified Toyota dealership as they are the ones better equipped to handle issues regarding Toyota vehicles such as mine. Upon doing so I was assured that the problem I took my car to them for was fixed as it was unable to start prior to that. I went home that following weekend as I had a seminar to attend at Northwestern and on my way home to Chicago my car that I just paid thousands to get repaired did the same exact thing that it was doing when I first took it to them to be fixed. Unable to get back to Champaign and have them look at it I was forced to take it to a dealership near my home and give out another almost $800 to have them repair a problem I just paid for. I was in contact with both dealerships at the time and Napleton’s informed me to bring it back to them and it would be of no charge but the issue with that was there was no way I could drive it two hours back in the condition it was in. The second dealership did a thorough inspection and discovered the true culprit that Napleton’s missed and had deemed them to be negligent as if they further inspected the vehicle they would have found the issue that was only around $400 rather than the $1240 they charged me. It was also discovered that the repair I had done initially wasn’t necessary as there was nothing wrong with the computer just the wiring that they would have seen if they bothered to be thorough. This is honestly frustrating and as a University of Illinois student I feel as if I’ve been taken advantage of at the highest level and my safety was compromised due to Napleton’s blatant neglect. If they didn’t know what they were doing I should have been informed this and no work should have been done on my car because now I’m out $2,000 and no one is taking responsibility for why I’ve had to have two different repairs to fix the same problem that should have been fixed the first time. If this is at all confusing, please let me know I can better explain over the phone if at all possible. I hope to hear from you soon and if you have any questions please don’t hesitate to email me at [redacted]
Sincerely, Sharell Hicks
I am rejecting this response because:
this information is incorrect and not true they never told me they would leave the key under the mat and they still had my key in their possession a month later because they had misplaced it and they called me when they found the key and I picked it up along with the paperwork at the welcome center. They misdiagnosed my vehicle and they are not willing to admit they were wrong and they didn't try to fix my vehicle correctly thinking I didn't have the funds to pay for it. I didn't need a new engine so what do you all have to say to the lie that I was told.
Response from Napleton's Auto Park of Urbana:Steve Palmer's explanation of the $1,800 was in response to a question regarding the dollar amount of the premium on the extended service contract. He was not asked about the full product bundle Ms. [redacted] was purchasing. All costs of...
additional products purchased with our business managers are fully disclosed on the buyers order as well as the vehicle contract which was presented to the customers and signed by Ms. [redacted] on July 25th.Ms. [redacted]'s written request to cancel products was on August 24th. It is dealership practice that we disperse cancellation checks twice each month due to the volume of business conducted. September 5th was the next date we conducted our cancellation process after we received the written request. The email chain between Ms. [redacted] and [redacted], finance director is included below. As soon as [redacted] received Ms. [redacted]'s request he forwarded the email to [redacted] who is in charge of cancellations. On the next cancellation issuance day [redacted] made a check payable to [redacted] for the sum of $3,074. A copy of the check is attached. In regard to [redacted] being frustrated when the customers came to the dealership, he explains that the frustration was due to them arriving on a Saturday when our business office is closed and he was frustrated that he was unable to help them immediately. He was not at all frustrated with the customers, he was hoping to be able to put the issue to rest for them that day. There was no intent to delay the cancellation process, we were adhering to dealership policy. We are actively working towards a solution that will allow us to disperse cancellation checks more regularly at the dealership.
We have issued check#[redacted] to Kia Motors Finance in the amount of $649.75. We are sending it overnight. Please express our apologies for not handling this sooner. If you need anything just let me know.
Initial Business Response /* (1000, 6, 2015/04/28) */
We have been unable to duplicate the noise that the customer describes and therefore do not know exactly what part would need to be ordered. We do have a part here that may or may not fix the noise. We do not want to install a part in the...
vehicle without duplication of the noise and an exact understanding of where it is coming from. We have offered that the customer return with the vehicle and meet with the service manager so the noise can be duplicated, the customer has not done so. The customer was supposed to send an email with a video of the noise being duplicated so that he would not have to be inconvenienced and bring the car back here. We have not received that video. At this point in time we would need that to occur before complying to the customer's request to send a part to another dealership.
Initial Consumer Rebuttal /* (3000, 8, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I duplicated the noise to service writer at 10,000 mile appointment. Upon calling back the day after "repair" and stating the noise was back, I was directed to a customer service rep who told me the work was complete and that there was nothing they could do.
Attempt to email video failed delivery on several attempts. As you can see in the video, its not exactly "difficult" to replicate the issue.
Link to video:
[redacted]
It's too bad your dealership is incompetent when it comes to customer service. I thought I found a good one for a short time. There's no reason for any of this. I have a legit problem and I understand that things aren't always fixed the first time, but I didn't expect to get excuse after excuse after one repair attempt.
You guys create an absolutely fantastic image of yourselves (note sarcasm) when you project your lack of confidence in your service writer's ability to properly diagnose a repair. What was the purpose of ordering the seat bottom after the 10,000 mile service appointment to let that part sit in the parts department and collect dust for 10k+ miles, all while a potential long-term customer has expressed dis-satisfaction for the level of service and the lack of attention to the matter and disgust for lack of repair efforts. You guys didn't even look at the seat at the 10k service. I had to make the service writer come outside after the appointment to note the issue, despite noting the issue in online scheduling comments, as well as notifying the service writer upon arrival.
I'm not taking time out of my day to drive an hour to have some clown look at it and tell me nothing is wrong again. With the lost income of two days I've taken off of work already, I could have just replaced the seat out of my own pocket. Instead, you guys want to play games to save yourselves $200. Not gonna happen. I'll take my business to a competent VW dealer.
I am rejecting this response because:
Dear Revdex.com Complaint Office, I am emailing in regards to my existing case #11804055. I apologize in advance for the tardiness of my response but due to the holidays and dealing with strep I’ve been unable to get back with you all with my follow up to Napleton’s response. Given their response to the complaint I’m convinced that they either don’t understand the problem or don’t see that they are at fault so I would like to explain again the issue at hand. I took my vehicle to a certified Toyota dealership as they are the ones better equipped to handle issues regarding Toyota vehicles such as mine. Upon doing so I was assured that the problem I took my car to them for was fixed as it was unable to start prior to that. I went home that following weekend as I had a seminar to attend at Northwestern and on my way home to Chicago my car that I just paid thousands to get repaired did the same exact thing that it was doing when I first took it to them to be fixed. Unable to get back to Champaign and have them look at it I was forced to take it to a dealership near my home and give out another almost $800 to have them repair a problem I just paid for. I was in contact with both dealerships at the time and Napleton’s informed me to bring it back to them and it would be of no charge but the issue with that was there was no way I could drive it two hours back in the condition it was in. The second dealership did a thorough inspection and discovered the true culprit that Napleton’s missed and had deemed them to be negligent as if they further inspected the vehicle they would have found the issue that was only around $400 rather than the $1240 they charged me. It was also discovered that the repair I had done initially wasn’t necessary as there was nothing wrong with the computer just the wiring that they would have seen if they bothered to be thorough. This is honestly frustrating and as a University of Illinois student I feel as if I’ve been taken advantage of at the highest level and my safety was compromised due to Napleton’s blatant neglect. If they didn’t know what they were doing I should have been informed this and no work should have been done on my car because now I’m out $2,000 and no one is taking responsibility for why I’ve had to have two different repairs to fix the same problem that should have been fixed the first time. If this is at all confusing, please let me know I can better explain over the phone if at all possible. I hope to hear from you soon and if you have any questions please don’t hesitate to email me at [redacted]
Sincerely, Sharell Hicks
I am rejecting this response because:
this information is incorrect and not true they never told me they would leave the key under the mat and they still had my key in their possession a month later because they had misplaced it and they called me when they found the key and I picked it up along with the paperwork at the welcome center. They misdiagnosed my vehicle and they are not willing to admit they were wrong and they didn't try to fix my vehicle correctly thinking I didn't have the funds to pay for it. I didn't need a new engine so what do you all have to say to the lie that I was told.