Re: Case ID [redacted] Following is our email response to Mr***'s complaint & his replyAlthough we apologized, we do not feel it was wrong to make him aware of the condition of his vehicle & quote him for recommend maintenance & repairsThe belt he requested be replaced was quoted at $for which he signedParts, labor, & tax totaled $151.27Due to weather conditions beyond our control, the repairs to Mr***'s vehicle were delayedOur decision to refund the amount of $was based solely on the fact a different advisor took over & made a mistake when scheduling him for pick-up.Good evening Mr***.I received the Revdex.com report this morning & after reviewing with all involved, I must apologize on behalf of Northtown for the combination of events & miscommunication which lead to your unfavorable experienceFirst, due to the weather we experienced on the 9th we were short advisors (one being [redacted] who was working with you) which ultimately lead to the miscommunication with you that morningSecond, when [redacted] (assisting in ***'s absence & after being updated by the technician) phoned that morning to advise you on the tire condition, when you were expecting to hear the vehicle was finished (as [redacted] informed you the night before)At this time she also entered you into the incorrect status for shuttle pick-up, resulting in you arrival prior to the vehicle being completed.Please accept our apologies along with a check for $to reimburse you for the coupon you wished to redeem & your timeThe check should arrive in 7-business days.Sincerely,* [redacted] [redacted] | Assistant Service Manager | northtown Toyota VW Scion Office ###-###-#### | Fax ###-###-####Thank-you Mr [redacted] When the check arrives, I will advise the Revdex.com we have settled and the complaint is closed.Regards, [redacted] ***
In regards to complaint # [redacted] , we have refunded the $that Mr [redacted] spent for a tire rotation and oil change on his 181,mile [redacted] We are required by New York State law to not pass inspection of a vehicle with a bad steering rackWe would be glad to show Mr [redacted] the reason that we said he needed to replace the steering rack if he was willing to give us the opportunityWe would be more than happy to bring the truck in and put it on a lift, at no charge to Mr***, and then show him why we were unable to pass his vehicles NYS inspectionSincerely, [redacted] General Manager
[redacted] is being fully reimbursed for his previous expenses and will be bringing his vehicle here for any future repairs so that we can help him with future needsOur hope is that he will continue to be a happy Northtown customer Regards, [redacted] /> General Manager
Re: Case ID [redacted] Following is our email response to Mr***'s complaint & his replyAlthough we apologized, we do not feel it was wrong to make him aware of the condition of his vehicle & quote him for recommend maintenance & repairsThe belt he requested be replaced was quoted at $for which he signedParts, labor, & tax totaled $151.27Due to weather conditions beyond our control, the repairs to Mr***'s vehicle were delayedOur decision to refund the amount of $was based solely on the fact a different advisor took over & made a mistake when scheduling him for pick-upGood evening Mr***I received the Revdex.com report this morning & after reviewing with all involved, I must apologize on behalf of Northtown for the combination of events & miscommunication which lead to your unfavorable experienceFirst, due to the weather we experienced on the 9th we were short advisors (one being [redacted] who was working with you) which ultimately lead to the miscommunication with you that morningSecond, when [redacted] (assisting in ***'s absence & after being updated by the technician) phoned that morning to advise you on the tire condition, when you were expecting to hear the vehicle was finished (as [redacted] informed you the night before)At this time she also entered you into the incorrect status for shuttle pick-up, resulting in you arrival prior to the vehicle being completedPlease accept our apologies along with a check for $to reimburse you for the coupon you wished to redeem & your timeThe check should arrive in 7-business daysSincerely,* [redacted] *** [redacted] | Assistant Service Manager | northtown Toyota VW Scion Office ###-###-#### | Fax ###-###-#### Thank-you Mr [redacted] When the check arrives, I will advise the Revdex.com we have settled and the complaint is closedRegards, [redacted] ***
In regards to complaint # ***, we apologize to Ms*** *** for any confusion that may have occurred during her interaction with our companyAfter two months of trying to fulfill her needs, we obviously failed, and for that I apologizeAs for her $deposit, it was mailed to her
prior to us receiving this complaint.Sincerely,
David W***General Manager
In regards to Complaint #***, we were actually trying to tie up Mr ***'s car for as little time as possible because he is a Taxi DriverUnfortunately we needed the vehicle to determine the correct parts that were required for the entire repair, so rather than tear the engine down
and let his car sit until all of the parts arrived, we gave it back to him so that he could use itWe have since done the repair to his satisfaction and kept it the minimum time possible so that he could continue to use it in his business.Sincerely,
David W***
General Manager
Dear ***,In regards to Complaint #***, our Used Car Manager called the customer and we are resolving all of the issuesSincerely,
*** ***General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meMy car is currently in the Northtown VW shop having the battery cables replaced and the airbag light fixedI gave one of the service managers my receipt and work order for the repairs I previously had fixed at the *** dealer and he made a copy. I would like to note that even after filing the complaint, the manner in which this was resolved was terrible on the part of *** the sales managerI scheduled with *** a time to bring my car in for the battery cables and airbag light to be fixedThe time was set at 9am on Friday, August 8th. I was also supposed to meet with *** that day to talk about reimbursing me and to just meet him face-to-face because I had been speaking with him on the phone about this matterI showed up promptly at 9am and not only was *** not there, no one knew exactly where he was or if he was even coming in that day. I recalled he told me he worked later in the day usually so I thought maybe he would meet with me later in the day when I picked my car upIt turns out he never even came in that day, but hey I understand things in life come up and he might have had an emergency or somethingHowever, what really bothers me is that he, nor anyone, told anyone in the service department about my problem or even that I was coming in that day to have it fixedI had to explain this entire situation to about different people and no one knew quite what to do or what was going on. I believe someone finally got ahold of *** and he gave a brief summation of the issue and resolutionI still do not have my *** *** back from the shop and it is now Tuesday, August 12thI was told I would have the car back August 13th or 14th so I am not surprised by this, but if *** let the service department know what was going on prior to my arrival this past Friday this whole process could have been expeditedNorthtown was very nice and gave me a loaner car until I have my *** *** back, so my car being in the shop is not a big issueI am just not thrilled that my situation/problem was never relayed to the service department at allI have not been reimbursed yet eitherI am going to speak to someone about that when I pick my car up*** stated that he wanted me to give Northtown the chance to regain my faith in them by bringing my car back to them, and well, I am not so sure stillI will say, the sales department is amazing thoughWhen I went there to buy the car it was the most pleasant and efficient purchasing process I have ever experienced, and they really helped me out with getting me a good rate on my loanIt is the service department and the issues after the sale that are not satisfactory.
Regards,
*** ***
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.
Regards,
*** ***
This is in reference to complaint #***I do want my money backIt is bothering me that every time I walk by my truck the tires are not rotatedI was stolen fromI also am not sure that they even DID the oil change as there is no oil change stickerThey must have because oil was spilled
all over but at this point I don't trust anyoneI want my money back for work that was not done as well as for time consumed by me cleaning up oil spillage all over my engineAnd I want them to have a bad rating so people like me won't get stolen from and lied to by Northtown Toyota
We apologize for any confusion that may have occurred in this attempted vehicle TransactionWe exhausted every possibility in an effort to assist in Ms *** financing of a vehicleUnfortunately, after lengthy efforts we were unable to help her, which is not beneficial to either her or our businessOnce again I apologize for any confusion that may have occurred
Sincerely,
*** ***
General Manager
Reported issues with oil leak in 2015 went uncorrected, leading to engine failure. Known issue with Timing Chain Tensioner in this year Passat, was not dealt with. Engine has needed to be replaced at cost of $4500 and we are trying to get VW to address this issue! Northtown has responded to my second letter asking for assistance so we will se.
[redacted] is being fully reimbursed for his previous expenses and will be bringing his vehicle here for any future repairs so that we can help him with future needs. Our hope is that he will continue to be a happy Northtown customer.
Regards,
[redacted]
/>
General Manager
In regards to complaint # [redacted], we have refunded the $57.53 that Mr. [redacted] spent for a tire rotation and oil change on his 181,000 mile 2005 [redacted]. We are required by New York State law to not pass inspection of a vehicle with a bad steering rack. We would be glad to show Mr. [redacted] the reason that we said he needed to replace the steering rack if he was willing to give us the opportunity. We would be more than happy to bring the truck in and put it on a lift, at no charge to Mr. [redacted], and then show him why we were unable to pass his vehicles NYS inspection.
Sincerely,
[redacted]General Manager
[redacted] was personally apologized to as well as both of his parents. Following that, we offered to sell him another vehicle at a substantially below market price because of our mistake. He accepted that invitation and picked up his new vehicle from us on 2/24/14. Our hope is that...
he will continue to be a happy Northtown customer.
Regards,
[redacted]
General Manager
Re: Case ID [redacted]Following is our email response to Mr. [redacted]'s complaint & his reply. Although we apologized, we do not feel it was wrong to make him aware of the condition of his vehicle & quote him for recommend maintenance & repairs. The belt he requested be replaced was quoted at...
$152 for which he signed. Parts, labor, & tax totaled $151.27Due to weather conditions beyond our control, the repairs to Mr. [redacted]'s vehicle were delayed. Our decision to refund the amount of $95 was based solely on the fact a different advisor took over & made a mistake when scheduling him for pick-up.Good evening Mr. [redacted].I received the Revdex.com report this morning & after reviewing with all involved, I must apologize on behalf of Northtown for the combination of events & miscommunication which lead to your unfavorable experience. First, due to the weather we experienced on the 9th we were short 2 advisors (one being [redacted] who was working with you) which ultimately lead to the miscommunication with you that morning. Second, when [redacted] (assisting in [redacted]'s absence & after being updated by the technician) phoned that morning to advise you on the tire condition, when you were expecting to hear the vehicle was finished (as [redacted] informed you the night before). At this time she also entered you into the incorrect status for shuttle pick-up, resulting in you arrival prior to the vehicle being completed.Please accept our apologies along with a check for $95 to reimburse you for the coupon you wished to redeem & your time. The check should arrive in 7-10 business days.Sincerely,*. [redacted] | Assistant Service Manager | northtown Toyota VW Scion Office ###-###-#### | Fax ###-###-####Thank-you Mr. [redacted]. When the check arrives, I will advise the Revdex.com we have settled and the complaint is closed.Regards,[redacted]
Re: Case ID [redacted]
Following is our email response to Mr. [redacted]'s complaint & his reply. Although we apologized, we do not feel it was wrong to make him aware of the condition of his vehicle & quote him for recommend maintenance & repairs. The belt he requested be replaced was...
quoted at $152 for which he signed. Parts, labor, & tax totaled $151.27Due to weather conditions beyond our control, the repairs to Mr. [redacted]'s vehicle were delayed. Our decision to refund the amount of $95 was based solely on the fact a different advisor took over & made a mistake when scheduling him for pick-up.
Good evening Mr. [redacted].
I received the Revdex.com report this morning & after reviewing with all involved, I must apologize on behalf of Northtown for the combination of events & miscommunication which lead to your unfavorable experience. First, due to the weather we experienced on the 9th we were short 2 advisors (one being [redacted] who was working with you) which ultimately lead to the miscommunication with you that morning. Second, when [redacted] (assisting in [redacted]'s absence & after being updated by the technician) phoned that morning to advise you on the tire condition, when you were expecting to hear the vehicle was finished (as [redacted] informed you the night before). At this time she also entered you into the incorrect status for shuttle pick-up, resulting in you arrival prior to the vehicle being completed.
Please accept our apologies along with a check for $95 to reimburse you for the coupon you wished to redeem & your time. The check should arrive in 7-10 business days.
Sincerely,*. [redacted] | Assistant Service Manager | northtown Toyota VW Scion Office ###-###-#### | Fax ###-###-####
Thank-you Mr. [redacted]. When the check arrives, I will advise the Revdex.com we have settled and the complaint is closed.
Regards,[redacted]
The refund that was credited back to my account has finally been fully processed and I have the funds available again in my account. I was concerned that it took 5 days to hit my account, but it's been resolved now.
I was incredibly shocked at how badly I was treated and how easily my...
concerns were disregarded. They had absolutely no accountability and it was clear that once they knew I was unhappy, they just wanted me to go away instead of finding a way to resolve my issue.
Re: Case ID [redacted] Following is our email response to Mr***'s complaint & his replyAlthough we apologized, we do not feel it was wrong to make him aware of the condition of his vehicle & quote him for recommend maintenance & repairsThe belt he requested be replaced was quoted at $for which he signedParts, labor, & tax totaled $151.27Due to weather conditions beyond our control, the repairs to Mr***'s vehicle were delayedOur decision to refund the amount of $was based solely on the fact a different advisor took over & made a mistake when scheduling him for pick-up.Good evening Mr***.I received the Revdex.com report this morning & after reviewing with all involved, I must apologize on behalf of Northtown for the combination of events & miscommunication which lead to your unfavorable experienceFirst, due to the weather we experienced on the 9th we were short advisors (one being [redacted] who was working with you) which ultimately lead to the miscommunication with you that morningSecond, when [redacted] (assisting in ***'s absence & after being updated by the technician) phoned that morning to advise you on the tire condition, when you were expecting to hear the vehicle was finished (as [redacted] informed you the night before)At this time she also entered you into the incorrect status for shuttle pick-up, resulting in you arrival prior to the vehicle being completed.Please accept our apologies along with a check for $to reimburse you for the coupon you wished to redeem & your timeThe check should arrive in 7-business days.Sincerely,* [redacted] [redacted] | Assistant Service Manager | northtown Toyota VW Scion Office ###-###-#### | Fax ###-###-####Thank-you Mr [redacted] When the check arrives, I will advise the Revdex.com we have settled and the complaint is closed.Regards, [redacted] ***
In regards to complaint # [redacted] , we have refunded the $that Mr [redacted] spent for a tire rotation and oil change on his 181,mile [redacted] We are required by New York State law to not pass inspection of a vehicle with a bad steering rackWe would be glad to show Mr [redacted] the reason that we said he needed to replace the steering rack if he was willing to give us the opportunityWe would be more than happy to bring the truck in and put it on a lift, at no charge to Mr***, and then show him why we were unable to pass his vehicles NYS inspectionSincerely, [redacted] General Manager
[redacted] is being fully reimbursed for his previous expenses and will be bringing his vehicle here for any future repairs so that we can help him with future needsOur hope is that he will continue to be a happy Northtown customer Regards, [redacted] /> General Manager
Re: Case ID [redacted] Following is our email response to Mr***'s complaint & his replyAlthough we apologized, we do not feel it was wrong to make him aware of the condition of his vehicle & quote him for recommend maintenance & repairsThe belt he requested be replaced was quoted at $for which he signedParts, labor, & tax totaled $151.27Due to weather conditions beyond our control, the repairs to Mr***'s vehicle were delayedOur decision to refund the amount of $was based solely on the fact a different advisor took over & made a mistake when scheduling him for pick-upGood evening Mr***I received the Revdex.com report this morning & after reviewing with all involved, I must apologize on behalf of Northtown for the combination of events & miscommunication which lead to your unfavorable experienceFirst, due to the weather we experienced on the 9th we were short advisors (one being [redacted] who was working with you) which ultimately lead to the miscommunication with you that morningSecond, when [redacted] (assisting in ***'s absence & after being updated by the technician) phoned that morning to advise you on the tire condition, when you were expecting to hear the vehicle was finished (as [redacted] informed you the night before)At this time she also entered you into the incorrect status for shuttle pick-up, resulting in you arrival prior to the vehicle being completedPlease accept our apologies along with a check for $to reimburse you for the coupon you wished to redeem & your timeThe check should arrive in 7-business daysSincerely,* [redacted] *** [redacted] | Assistant Service Manager | northtown Toyota VW Scion Office ###-###-#### | Fax ###-###-#### Thank-you Mr [redacted] When the check arrives, I will advise the Revdex.com we have settled and the complaint is closedRegards, [redacted] ***
In regards to complaint # ***, we apologize to Ms*** *** for any confusion that may have occurred during her interaction with our companyAfter two months of trying to fulfill her needs, we obviously failed, and for that I apologizeAs for her $deposit, it was mailed to her
prior to us receiving this complaint.Sincerely,
David W***General Manager
In regards to Complaint #***, we were actually trying to tie up Mr ***'s car for as little time as possible because he is a Taxi DriverUnfortunately we needed the vehicle to determine the correct parts that were required for the entire repair, so rather than tear the engine down
and let his car sit until all of the parts arrived, we gave it back to him so that he could use itWe have since done the repair to his satisfaction and kept it the minimum time possible so that he could continue to use it in his business.Sincerely,
David W***
General Manager
Dear ***,In regards to Complaint #***, our Used Car Manager called the customer and we are resolving all of the issuesSincerely,
*** ***General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meMy car is currently in the Northtown VW shop having the battery cables replaced and the airbag light fixedI gave one of the service managers my receipt and work order for the repairs I previously had fixed at the *** dealer and he made a copy. I would like to note that even after filing the complaint, the manner in which this was resolved was terrible on the part of *** the sales managerI scheduled with *** a time to bring my car in for the battery cables and airbag light to be fixedThe time was set at 9am on Friday, August 8th. I was also supposed to meet with *** that day to talk about reimbursing me and to just meet him face-to-face because I had been speaking with him on the phone about this matterI showed up promptly at 9am and not only was *** not there, no one knew exactly where he was or if he was even coming in that day. I recalled he told me he worked later in the day usually so I thought maybe he would meet with me later in the day when I picked my car upIt turns out he never even came in that day, but hey I understand things in life come up and he might have had an emergency or somethingHowever, what really bothers me is that he, nor anyone, told anyone in the service department about my problem or even that I was coming in that day to have it fixedI had to explain this entire situation to about different people and no one knew quite what to do or what was going on. I believe someone finally got ahold of *** and he gave a brief summation of the issue and resolutionI still do not have my *** *** back from the shop and it is now Tuesday, August 12thI was told I would have the car back August 13th or 14th so I am not surprised by this, but if *** let the service department know what was going on prior to my arrival this past Friday this whole process could have been expeditedNorthtown was very nice and gave me a loaner car until I have my *** *** back, so my car being in the shop is not a big issueI am just not thrilled that my situation/problem was never relayed to the service department at allI have not been reimbursed yet eitherI am going to speak to someone about that when I pick my car up*** stated that he wanted me to give Northtown the chance to regain my faith in them by bringing my car back to them, and well, I am not so sure stillI will say, the sales department is amazing thoughWhen I went there to buy the car it was the most pleasant and efficient purchasing process I have ever experienced, and they really helped me out with getting me a good rate on my loanIt is the service department and the issues after the sale that are not satisfactory.
Regards,
*** ***
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.
Regards,
*** ***
This is in reference to complaint #***I do want my money backIt is bothering me that every time I walk by my truck the tires are not rotatedI was stolen fromI also am not sure that they even DID the oil change as there is no oil change stickerThey must have because oil was spilled
all over but at this point I don't trust anyoneI want my money back for work that was not done as well as for time consumed by me cleaning up oil spillage all over my engineAnd I want them to have a bad rating so people like me won't get stolen from and lied to by Northtown Toyota
We apologize for any confusion that may have occurred in this attempted vehicle TransactionWe exhausted every possibility in an effort to assist in Ms *** financing of a vehicleUnfortunately, after lengthy efforts we were unable to help her, which is not beneficial to either her or our businessOnce again I apologize for any confusion that may have occurred
Sincerely,
*** ***
General Manager
From: **Date: Thu, Jan 29, 2015 at 7:59 AMSubject: Re: You have a new message from the Revdex.comTo: **yes, this complaint has been resolved
Reported issues with oil leak in 2015 went uncorrected, leading to engine failure. Known issue with Timing Chain Tensioner in this year Passat, was not dealt with. Engine has needed to be replaced at cost of $4500 and we are trying to get VW to address this issue! Northtown has responded to my second letter asking for assistance so we will se.
[redacted] is being fully reimbursed for his previous expenses and will be bringing his vehicle here for any future repairs so that we can help him with future needs. Our hope is that he will continue to be a happy Northtown customer.
Regards,
[redacted]
/>
General Manager
In regards to complaint # [redacted], we have refunded the $57.53 that Mr. [redacted] spent for a tire rotation and oil change on his 181,000 mile 2005 [redacted]. We are required by New York State law to not pass inspection of a vehicle with a bad steering rack. We would be glad to show Mr. [redacted] the reason that we said he needed to replace the steering rack if he was willing to give us the opportunity. We would be more than happy to bring the truck in and put it on a lift, at no charge to Mr. [redacted], and then show him why we were unable to pass his vehicles NYS inspection.
Sincerely,
[redacted]General Manager
[redacted] was personally apologized to as well as both of his parents. Following that, we offered to sell him another vehicle at a substantially below market price because of our mistake. He accepted that invitation and picked up his new vehicle from us on 2/24/14. Our hope is that...
he will continue to be a happy Northtown customer.
Regards,
[redacted]
General Manager
Re: Case ID [redacted]Following is our email response to Mr. [redacted]'s complaint & his reply. Although we apologized, we do not feel it was wrong to make him aware of the condition of his vehicle & quote him for recommend maintenance & repairs. The belt he requested be replaced was quoted at...
$152 for which he signed. Parts, labor, & tax totaled $151.27Due to weather conditions beyond our control, the repairs to Mr. [redacted]'s vehicle were delayed. Our decision to refund the amount of $95 was based solely on the fact a different advisor took over & made a mistake when scheduling him for pick-up.Good evening Mr. [redacted].I received the Revdex.com report this morning & after reviewing with all involved, I must apologize on behalf of Northtown for the combination of events & miscommunication which lead to your unfavorable experience. First, due to the weather we experienced on the 9th we were short 2 advisors (one being [redacted] who was working with you) which ultimately lead to the miscommunication with you that morning. Second, when [redacted] (assisting in [redacted]'s absence & after being updated by the technician) phoned that morning to advise you on the tire condition, when you were expecting to hear the vehicle was finished (as [redacted] informed you the night before). At this time she also entered you into the incorrect status for shuttle pick-up, resulting in you arrival prior to the vehicle being completed.Please accept our apologies along with a check for $95 to reimburse you for the coupon you wished to redeem & your time. The check should arrive in 7-10 business days.Sincerely,*. [redacted] | Assistant Service Manager | northtown Toyota VW Scion Office ###-###-#### | Fax ###-###-####Thank-you Mr. [redacted]. When the check arrives, I will advise the Revdex.com we have settled and the complaint is closed.Regards,[redacted]
Re: Case ID [redacted]
Following is our email response to Mr. [redacted]'s complaint & his reply. Although we apologized, we do not feel it was wrong to make him aware of the condition of his vehicle & quote him for recommend maintenance & repairs. The belt he requested be replaced was...
quoted at $152 for which he signed. Parts, labor, & tax totaled $151.27Due to weather conditions beyond our control, the repairs to Mr. [redacted]'s vehicle were delayed. Our decision to refund the amount of $95 was based solely on the fact a different advisor took over & made a mistake when scheduling him for pick-up.
Good evening Mr. [redacted].
I received the Revdex.com report this morning & after reviewing with all involved, I must apologize on behalf of Northtown for the combination of events & miscommunication which lead to your unfavorable experience. First, due to the weather we experienced on the 9th we were short 2 advisors (one being [redacted] who was working with you) which ultimately lead to the miscommunication with you that morning. Second, when [redacted] (assisting in [redacted]'s absence & after being updated by the technician) phoned that morning to advise you on the tire condition, when you were expecting to hear the vehicle was finished (as [redacted] informed you the night before). At this time she also entered you into the incorrect status for shuttle pick-up, resulting in you arrival prior to the vehicle being completed.
Please accept our apologies along with a check for $95 to reimburse you for the coupon you wished to redeem & your time. The check should arrive in 7-10 business days.
Sincerely,*. [redacted] | Assistant Service Manager | northtown Toyota VW Scion Office ###-###-#### | Fax ###-###-####
Thank-you Mr. [redacted]. When the check arrives, I will advise the Revdex.com we have settled and the complaint is closed.
Regards,[redacted]
The refund that was credited back to my account has finally been fully processed and I have the funds available again in my account. I was concerned that it took 5 days to hit my account, but it's been resolved now.
I was incredibly shocked at how badly I was treated and how easily my...
concerns were disregarded. They had absolutely no accountability and it was clear that once they knew I was unhappy, they just wanted me to go away instead of finding a way to resolve my issue.