Norm Reeves Volkswagen Superstore

The business claims that the trade was a "blind trade"They chose it to be blindAs I explained in my complaint, I suggested they send someone to check out the trade, I told them that it (Porsche) was non-operational (engine failed) and had a damage on the back bumperThey chose to write up an offer (I have a copy of it) without seeing itThe next day they reneged on their offerThe reason I did not walk away was that we were caught in a difficult situationWe were about miles from where we live, and had no easy way of towing the Porsche back there (Santa Maria)However, this does not negate the fact that the business had an offer written up for us, but they did not honor it, resulting in $loss for us[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 [Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY] Regards, [redacted]

I am in writing in response to Case # *** I reviewed the work order and the original concern for what it came in was a MIL light being onMy technician found fault code Pwhich is associated with the throttle body being dirtyMy technician also found a intermittent code for the
transmission tiptronic switch which was not an issue because it had no hard fault and no code being displayed for thisWe also took care of c.v boots a concern with her seat belt which was the buckle which needed replacement and also a brake flush that was approved by herWhen she came to pick up the car she stated that she never approved the work and was very upsetI feel that we did nothing wrong but address her concernI have called her back and have gotten no response from her. *** ***General ManagerNorm Reeves Volkswagen SuperstoreAuto Center Dr.Irvine, CA

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.
As I stated in my original complaint, I am not looking for any compensation and just want an apology from the business.And they are trying to find any excuses to not admit it's their problem.First of all,it took them almost an hour to tell us that my bulb is HID instead of 'standard' bulb.Second, they told us that it will take 15-20 minutes AFTER they figured out it was HID bulb. And it actually took them almost a hour to finish it.And it ended at one hour ONLY because we told them we do not have time to waste any more. So they did not even wash the car as they should be doing in any VW dealership.Lastly, they marked that we do not want check and re-pressure the tire. Even though we did not even know about this complimentary serviceIt is one thing to have a bad customer service. It is another level to not even recognize what you did wrong and blame everything on the customers. Thanks[redacted] 
Regards,
[redacted] Wang

The business claims that the trade was a "blind trade". They chose it to be blind. As I explained in my complaint, I suggested they send someone to check out the trade, I told them that it (2004 Porsche) was non-operational (engine failed) and had a damage on the back bumper. They chose to write up an offer (I have a copy of it) without seeing it. The next day they reneged on their offer. The reason I did not walk away was that we were caught in a difficult situation. We were about 200 miles from where we live, and had no easy way of towing the Porsche back there (Santa Maria). However, this does not negate the fact that the business had an offer written up for us, but they did not honor it, resulting in $2000 loss for us.[redacted]

Trade was a blind and upon arrival it did not match customer description. We addressed it then, customer could have walked away but chose to proceed. I also explained it a week later. Offered for him to take his trade back , guest refused. Thanks,  [redacted]General ManagerNorm...

Reeves VW Irvine Superstore20 Auto Center Dr.Irvine, CA 92618

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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted]

Good afternoon, this is to follow up on complaint ID [redacted]. This guest had brought her car in on 2/4/17 upon inspection we determined she had a faulty turbo and quoted her $2,487.43 for the repairs which she declined. She had to pay the $135.00 for the diagnosis and she was not happy about that,...

she picked up the car the same day 2/4/17 and called VW to see if they would offer some assistance for the repairs and she got denied. I also called VW to plead her case and they also denied me any assistance for her. I knew that she was not happy a few days later I called to follow up and see if she had fixed her car already she mention that  she had not and her husband had been taking his bicycle to work and it was supposed to rain that night. I told her that if she was interested I would work with her on the price and fix her car for $1,780.00 out the door and offer her a loaner car at no charge while her vehicle was here. She agreed to the price and on 2/16/17  she brought the car in to have it fixed. On 2/17/17 we called her to let her know that her car was ready and she picked it up that day. I was able to squeeze a couple of more dollars off the total and the price she paid was $1,749.91. She paid that price but was not happy because she thought it was the agreed price minus the $135.00 she had already paid. I told her we had agreed on the price of $1,780.00 and had never talked about a refund for the $135.00. On top of that I told her that I gave her an additional $30.09 off on top of what we agreed on. She was not happy she wanted $80.00 additional dollars back to refund her for the original visit. In total I gave her a $737.43 discount off her original estimate and she wanted more. She put up 2 bad reviews on [redacted] and I got a visit from the Bureau of Automotive Repair in which they came and said she had no case. I feel I did everything I could to please her and it was not enough in her eyes. If you need anything else please let me know. Thanks.   [redacted]General ManagerNorm Reeves Volkswagen Superstore20 Auto Center Dr.Irvine, CA 92618Schedule Service Online  Schedule service

Case# [redacted] this customer called in and we gave them a quote on a headlamp bulb for $40.00 if it needed to get replaced we asked if it was a standard bulb and they said yes. When the customer brought the car in they had a HID bulb which cost more than initially quoted and it does require more...

time to replace these as the actual headlight has to come off. The standard light bulb takes 15-20 min to pop in hence the additional time required for the customer to wait. If you have any further questions please let me know. Thank you have a good day!!!