Nationwide Mobile Homes

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, Emily ***

We have followed up with Mr***'s concern and have spoken directly to himThe refund has been processed from the GAP insurance companyWe are able to issue a check for the prorated refund amount of $I discussed the amount with Mr [redacted] and explained the reason of the prorated amountWe are overnighting the refund to the customer and should have in his possession no later than 04/08/We did apologize for the breakdown in communication from us and the customer has my information for any follow up neededMr [redacted] was satisfied with this resolution

11/13/2015Revdex.comConsumer [redacted] Case # [redacted] Bill Jacobs Volkswagen has had communication with [redacted] concerning his refund We agree with what [redacted] has staed in his complaint and have agreed to give him the $1,good will gesture he has requested [redacted] ’s check will be mailed out on November 12, 2015.Sincerely, [redacted] Director of Operations

Initial Business Response /* (1000, 5, 2015/08/29) */
Contact Name and Title: *** *** Director of
Contact Phone: XXXXXXXXXX
Contact Email: ***@billjacobs.com
Bill Jacobs Volkswagen reviewed Ms***'s complaint which contends that her VW CC came into the dealership on six
occasions for a check engine lightMs***'s complaint implies that Bill Jacobs Volkswagen was unable to diagnose the cause of the check engine light illumination
Ms*** had her vehicle serviced at Bill Jacobs Volkswagen on six occasions in However, only three visits were related to a check engine light illumination
2/18/- Repair Order XXXXXX - Check engine light was illuminatedIdentified a faulty intake manifold, carbon on the valves, and transmission issueMs*** authorized the repair of the intake manifold as it was under warranty from Volkswagen of America and the repair of the carbon on the valvesMs*** declined to repair the transmission issue
2/26/- Repair Order XXXXXX - Check engine light was illuminated for the same fault in the transmission as diagnosed in the 2/18/visitMs*** elected to proceed with the transmission repair
4/2/- Repair Order XXXXXX - Complaint indicated that the transmission was clucking and jerkingMs*** authorized the replacement of a mechatronic unit inside the transmission that rectified the issueVolkswagen of North America participated $for the part replacement and left Ms*** to pay the balance of $Ms*** at this time declined the 60,mile service that is recommended by Volkswagen
6/1/- Repair Order XXXXXX - Low oil pressure light was illuminatedIt was identified that there was an aftermarket oil filter in Ms***'s car and that oil filter was collapsedWe replaced the oil filter with a Volkswagen original part and performed an oil changeThe oil pressure light did not come back onMs*** declined the 60,mike service again
6/8/- Repair Order XXXXXX - Low oil pressure light was illuminated againAt this time Bill Jacobs replaced the oil pressure switch and charged Ms*** for only the part and the Bill Jacobs paid for the laborMs*** declined the 60,mile service, again
7/23/- Repair Order XXXXXX - Check engine light illuminated due to failed ignition coilsOn 7/27/15, Ms*** was left a voice message indicating that an estimate had been prepared for the repair of her ignition coilsMs*** and her service advisor did not speak until 8/3/when she declined the repair
o Ms*** was charged the customary $fee to diagnose the problemMs*** approved the diagnostic fee when she dropped off the vehicle
o Additionally, Ms*** was liable for a $per day fee for not having returned the service loaner vehicle in accordance with the "Borrowed Vehicle Agreement" Ms*** signed on 7/23/Ms*** incurred $in loaner vehicle fees
o Ms*** did not return the loaner vehicle and pick up her vehicle until 8/5/Upon her arrival, Ms*** was introduced to the Service Manager to review the loaner vehicle chargesMs*** stated that she made several attempts to reach her service advisor to no availBased upon the information Ms*** provided, the Service Manager waived the $per day fee
As demonstrated above, Bill Jacobs Volkswagen repeatedly informed Ms*** of the work recommended for her vehicle and Ms*** declined the work on five separate occasionsMs***'s service record also demonstrates that Bill Jacobs Volkswagen offered Ms*** discounts on parts and labor, and successfully solicited the participation of Volkswagen of America in the cost of two repairs while her vehicle was out of warrantyAs a further gesture of goodwill, Bill Jacobs Volkswagen will agree to refund Ms*** the $diagnostic fee for her 7/23/through 8/5/visit

Ms*** statement about the paint being damaged after the dent repair is accurate and her request to meet the service manager was miscommunicated between the advisor and Kevin *** the Service ManagerWe have since receiving this complaint reached out to Ms*** and
apologized for our lack of communication. We have made changes to our process so that this type of miscommunication will not be repeated and thank Ms*** for her willingness to bring this to lightDenis *** our Assistant Service Manager has connected with Ms*** and made an appointment for her to bring her vehicle in May 1st to properly repair her vehicle and provide her with a complimentary Service loaner We appreciate this opportunity to make things right and confident that her experiences with Bill Jacobs VW will be to her satisfaction going forward

On February 2018, Ashton *** brought his Volkswagen Passat with 117,miles into Bill Jacobs Volkswagen for an oil change and to have a fuel leak diagnosedAshton participated in our vehicle inspection process, which is an interactive inspection where a certified
Volkswagen technician, the customer and service advisor inspect the vehicle on a lift together. This process helps the customer have a visual assessment of the needs for their particular vehicle. During this inspection, it was determined that the fuel tank would need to be lowered in order to pinpoint where the fuel leak originated and at that time identified several other items that needed to be addressedThese items included, a broken exhaust clamp, an oil leak, wiper streak, broken vacuum line, red oil light illuminated on the cluster, all were verified upon visual inspection. Based upon time and mileage of the vehicle there were other maintenance items that were recommended, brake oil change, timing belt and water pump replacement, antifreeze/coolant change and transmission oil change In Mr***’s complaint, he states that we pulled up the invoices from *** *** Volkswagen and determined that the timing belt was not replaced. Bill Jacobs Volkswagen does not have the ability to access another dealers records so there is no way that could have happened. Bill Jacobs Volkswagen did look in the Volkswagen warranty system and did not see a timing belt replacement. Mr*** was offered an opportunity to review his documentation prior to any work being performed but he declined and authorized the repairs Bill Jacobs did not do anything that was not 100% up front and honest so we decline any reimbursement

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

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,
Emily [redacted]

We have followed up with Mr. [redacted]'s concern and have spoken directly to him. The refund has been processed from the GAP insurance company. We are able to issue a check for the prorated refund amount of $796.04. I discussed the amount with Mr. [redacted] and explained the reason of the prorated...

amount. We are overnighting the refund to the customer and should have in his possession no later than 04/08/16. We did apologize for the breakdown in communication from us and the customer has my information for any follow up needed. Mr. [redacted] was satisfied with this resolution.

11/13/2015Revdex.comConsumer [redacted]Case # [redacted]Bill Jacobs Volkswagen has had communication with [redacted]
concerning his refund.  We agree with
what [redacted] has staed in his complaint and have agreed to give him the
$1,200.00 good will gesture he has requested. ...

[redacted]’s check will be mailed out on November 12, 2015.Sincerely,
[redacted]Director of Operations