O'Meara Volkswagen of Thornton

Good Afternoon, I am not sure why these complaint was sent to [redacted] and not [redacted] CorporateEvery [redacted] dealership has a TDI settlement specialist and they are [redacted] employees not dealership employeeThe customer decide which dealership they want to meet the TDI specialist at to get their checkBut the dealerships do not have any information on the name of the customer and when their appointments are or where they are at on their buy back process We do not process any paper work for the TDI buy back nor do we have access of their case with [redacted] Corporate on the buy backHowever if this specific customer is having issues downloading forms we, as employee of the dealership would be more than happy to help uploading documents for the customer but again we as a dealer do not process any paper work or set any appointments or decide what amount is paid for the TDI customer, only [redacted] does that

Complaint: [redacted] I am rejecting this response because:The $i stated was with the taxes and the colorado package I did purchase I was told that was the total price I would payLike I said if I would have been told that it would cost $not the $i would have never agreed to a loan I would have paid cash and the salesman new that Sincerely, [redacted]

Mr [redacted] leased a vehicle that has a balance owed to Volkswagen CreditEverything on the lease contract that Mr [redacted] signed was clear and conspicuousUnfortunately we cannot waive balance on a contract that he agreed to Warm Regards, [redacted] GSMO'Meara VW

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, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/08/03) */ Good Afternoon, This is [redacted] I am the GSM at O'Meara VolkswagenThere was in fact a difference between the payoff on the contract and the actual pay offOn 7/29/I was made aware that there was a difference and that she had not gotten the money back yetI was not in the office, but I had my manager get in contact with her, and get a check recut in the amount of and, per the customer request, we mailed it to her Friday the 31stPlease let me know if there is anything more that I can do Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:O'Meara VW refuses to explain or address the actual issue at hand, which would be their dishonest business practicesThey lied to get me to come into the dealership and then lied to me again once I was thereThey have also refused to answer specific questions about why things were handled the way they were.Yes, I started my car buying process by filling out an application online at LendingTree and afterwards was contacted by the finance manager at O'Meara VW who told me that I was pre approved for financing, which is why I agreed to go into their dealership to look at carsThe finance manager provided a price range for the pre approval and when I asked about interest rates, he said that would be determined after we chose a vehicleThat story was completely changed once I stepped foot into the dealership which leads me to believe that they lied to get me to come in and see themNot a single person at O'Meara VW has provided an explanation or apology for why financing would be an issue (big enough to keep them from showing me a car right away) after they told me I had been pre approvedThey have refused to explain how they could both call and email me to provide "pre approval" information when that pre approval was actually nonexistentAnd if the pre approval was legitimate, then why would they insist on running another credit application as soon as I got to the dealershipAnd why would they tell me that they were not running an application even as the sales manager was in the back office trying to get it processed? They refuse to answer these questions and a blanket "I apologize" is unacceptable for that level of dishonesty by a businessI even called [redacted] times and left her voice messages requesting a return call and she never followed up with me until I complained directly to VW corporateO'Meara VW did not even respond to this Revdex.com complaint until I got VW corporate involvedThey are refusing to correct the situation and remove their unauthorized credit inquiries, which is the only resolution I requestedSeems simple enough, doesn't it? At first, through our correspondence with VW corporate, someone at O'Meara VW said that they had a signed credit application and that is why they would not remove the inquiriesOnce I explained to them that their finance manager did not give me an application to sign but that he gave me a form to sign to confirm that my information was correct (again, being dishonest with their paperwork and intentions), their story changed again to now say that they had authorization to run my credit application because of a box I checked during my online applicationTo me, if I submit an application online and you call me to say that I've been pre approved, then that means that the application was already run and processedI would not expect you to have to do anything further with financing until I've chosen a vehicleAnd then if I come see you in person and tell you to wait on processing the application until we have chosen a vehicle and you tell me that you aren't running an application because you understand that I want to find a car first BUT you run the application even while you're telling me that you aren't - that is a HUGE business ethics issueO'Meara VW is refusing to address that specific point and again, a blanket "I apologize for your experience" is not enough for such a serious breach of business ethicsI would like them to specifically answer for that experienceI would also like assurance that I was not discriminated against on basis of my race and the fact that I was temporarily disabled (wearing a hip brace and on crutches)It's hard for me to understand why else they would treat me one way over the phone and then completely differently once I went into the dealership and they could see me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I appreciate your sincere disposition for help to resolve this situationI reiterate that never needed any financing, or request to anybody any lease, that mentioned contract signed by me, was for instructions of O’meara's advisor, as the only way to obtain a lower price, than the one announced in [redacted] , which was for the amount of $ 25,The same advisor told me that I only had to keep the contract until March Like at the beginning, after I made an initial payment of $ 10,on November 24, 2017, now, I want to make the payment of the remaining amount, to get the car and its clear titleCan you tell me what the amount of this payment would be, please? Sincerely, [redacted] ***

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, [redacted]

Initial Business Response /* (1000, 6, 2015/10/21) */
This is *** ***, GSM at O'Meara Volkswagen
I am truly sorry for what happened to Mr***He did come in October 5th in the evening and my sales manager did offer him a deal where they were giving him about dollars more on
his TDI trade that what it should have been worth, which should have been fine, However with Volkswagen and the TDI emission issue those TDI have lost a bit more of their value and that evening my manager did not take that in considerationWhen the customer came back the next day, my sales person *** started doing preliminary paper work and during that process my used car manager took a look at the car which was in great condition and with low miles ( as the customer described)but because of the market on the TDI right now the value of the car was nowhere close to what the customer was quoted
At that time, we did tell the customer we could not do the transaction any longer, we explained to the customer what happened and apologizeThe customer wanted to know what difference we were looking at in the value of the car and my manager let him knowIt was a very unusual situation for us as wellI am truly sorry for this situation
Please let me know if there is anything else that I can do?
Sincerely,
Initial Consumer Rebuttal /* (3000, 8, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response from the GSM of O'Meara Volkswagen is unacceptable from any angle of business ethics
After concluding my deal on Oct 5th evening, and my shaking hands on it with their sales manager Mr*** this dealership decided the next day to renege on the dealThe reason given by the GSM of the dealership, in their response to my Revdex.com complaint, is baseless and unacceptableTo quote *** ***, the GSM:
" I am truly sorry for what happened to Mr***He did come in October 5th in the evening and my sales manager did offer him a deal where they were giving him about dollars more on his TDI trade that what it should have been worth, which should have been fine, However with Volkswagen and the TDI emission issue those TDI have lost a bit more of their value and that evening my manager did not take that in considerationWhen the customer came back the next day, my sales person *** started doing preliminary paper work and during that process my used car manager took a look at the car which was in great condition and with low miles ( as the customer described)but because of the market on the TDI right now the value of the car was nowhere close to what the customer was quoted."
My points are the following:
1) Is it even credible that any car sales manager at a VW dealership could make such a huge a mistake in assessing the value of my travehicle, which is also a VW car, and quite generously commit to giving me dollars more than what it could have been worth to them ?
2) The big news about Volkswagen and TDI vehicles hit the headlines in all the news media around Sep 22ndIs it credible that, almost two weeks later, the sales manager at any VW dealership would be unaware of its implications, and would cheerfully shake hands with me on a tradeal for my TDI vehicle , offering me dollars more than he should have ?
3) The point is: The overall market values for traTDI vehicles did not change between Oct 5th evening and noon time the next dayClearly, such a defense offered by the GSM of this dealership for their unethical and reprehensible conduct in canceling an agreed-upon purchase deal, is unacceptable and violates all business ethicsConversely, if you now suppose that the travalue had gone up overnight due to some favorable news about the TDI vehicles, would this dealership have insisted on passing on that benefit to me the next day, and accept less money from me, while concluding the deal the next day ?? Obviously, they would then insist, a deal is a deal
To sum up this dealership wasted at least hours of my time overallI value my time, at least, on a par with what they charge for their VW mechanic's time, say dollars/hourSo, an acceptable resolution for me now is that O'Meara Volkswagen ought to pay me for my time which they knowingly wasted, and send me a check for $900.00, and tender an apology for their shocking and unbusinesslike conduct
Final Business Response /* (4000, 21, 2015/12/08) */
Dear Customer,
The vehicle being a TDI and VW not being able to sell those anymore until the TDI matter is settled, your vehicle has lost more value than or what would be expected for a used vehicle
However, to make up for the TDI issues, VW has provided their TDI customer a "goodwill care package" that if qualified by entering your vin number on vwdieselinfo.com you would get $credit card, one that can be use at the customers discretion and the other than can be used at any vw dealership, plus an extra 3yr/XXXXXmiles roadside assistance
Sincerely
*** ***
Final Consumer Response /* (4200, 23, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The General Manager of O'Meara VW continues obscure and obfuscate the facts of the matter
The facts are: they reneged on a deal struck for my travehicle and purchase of a new Passat, events that happened on Oct 5th and 6thThose are the only two dates pertinent to this matter
O'Meara VW refused to honor the traprice agreed to on Oct 5th evening, and refused to sell me the new Passat the very next dayIt is a smokescreen to mention November rebates from VWLet us stick to what happened on the October dates*** *** can keep on confusing the issue by even talking about future rebates which may yet be offered by Volswagen in or ! But these are irrelevant to the facts of my case
The explanation of *** *** about not being able to sell TDI vehicles applies only to new TDI vehiclesIt does not apply to traTDI vehicles at all, or else Mr*** their sales manager, would not have agreed to the deal on Oct 5thThis is also amply proven by the fact that I traded in my TDI Passat the very next week, on Oct 10, 2015, at Larry Miller VW and bought a new non-TDI Passat thereSurely, this demonstrates that any dealer could take my TDI vehicle as trade-in, and exposes the hollow arguments of O'Meara VW in this respect also
Bottom Line: O'Meara VW has shown an utter lack of business ethics in this caseTheir sole concern has been how to exploit a trusting customerI hope that my experiences there serve as a warning to all customers who might consider doing business with them in the future
Until O'Meara VW sends me a check for $for wasting many precious hours of my time while I tried to buy a car from them, this Revdex.com complaint will remain unresolvedMy time and their reneging on a deal on October 5th and 6th are the ONLY pertinent issues here
*** *** should not waste more of my time by suggesting further "resolutions" that are totally irrelevant to the facts of this case, and only serve as a smokescreen for their reprehensible behavior and total lack of business ethicsShame on O'Meara VW for the fact that they have made no genuine attempt to resolve this Revdex.com complaint, and for their dishonest and obsfuctatory tactics

Complaint: ***
I am rejecting this response because: I do not feel that they held up their end of the bargainAlthough it is true I did sign the receipt for the Debit card I was not given a choice in the matterWhen I questioned the charge in the finance office I was told that it was to hard for them to return the money to the cardI had already written a check for the full amount of the agreed upon deposit so had to void that check and rewrite a new oneIf I had not caught this they would have received $instead of the agreed upon $It is also true there was nothing put in writing about the 2nd keyThis was an agreement between us and the salesman verballyAs far as the Bank Statement if this company pays for the copies it is still just a copy not the originalI am not trying to be difficult I just feel if they would have answered my numerous phone calls or returned my calls we could have avoided this whole messSince it is obvious that we are not going to get this resolved to our satisfaction we will let the matter dropAlthough I will make it a point to never shop there again and if anyone asks me about my experience I will tell them "BUYER BEWARE"I would like to thank the Revdex.com for trying to resolve this matter
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I understand that more work would need to be done to finalize financing for a deal on a specific vehicle, however, the process that was just described by *** is not the process that was followed with meAgain, no one went over the specifics of my credit to get clarification and any questions I was asked by Paul or *** - I declined to answer because I told them I wanted to find a vehicle prior to working on financingAnd each time they responded by telling that they were not running a credit application and that they understood that I would rather find a vehicle as the first step in the process.I also understand why I was not quoted an interest rate up frontMy complaint is not about the interest rate, my complaint is that I was contacted and told (both by phone and email) that I was pre approved for financing and was lured into your dealership on the basis of that informationIf that was actually true, then why was I treated the way that I was once I got to the dealership? Did the pre approval disappear? Why did it take me physically coming into the dealership to create a sudden concern about not being able to secure financing? Please specifically answer for this issue. Also, I need a specific response telling me why two of your employees would specifically confirm that they were not running a credit application, when they actually were running an application? Please note that I have ZERO credit inquiries from O'Meara VW on the day that I filled out my online application and all three inquiries that resulted from my visit to your dealership came on the day of this incidentWhich means that O'Meara VW did not run my credit after I applied online, did not run my credit to come up with that "pre approval" and only ran it after I was in the dealership and at that time, I asked them to wait until we found a car**Is it standard practice at O'Meara VW for employees to say they are not running credit even as they are doing so in the back office?** I hate to state the obvious, but if O'Meara VW employees are allowed to say one thing and do another, this is an incredibly deceptive business practice.I would also like to know why ***, *** and other folks at the dealership did not try to work with me to answer my questions before getting VW corporate involvedThey called me after the incident to see if they could convince me to come back and buy from themHowever once they found out that I purchased a car through another dealership, no one returned a single call to address these concerns. NEVER in my life have I gone into a dealership and been asked to work on financing before selecting a vehicleAnd I am confident that if there ever was subsequently an issue with getting approved for a certain sale amount, most dealerships would then work with a customer to find the same car in a different trim level, or a pre owned car, or discuss downpayment optionsNone of that happened at O'Meara VW (no effort was made by the sales team) and I was the only customer in the dealership at the timeNo one wanted to work with me to make the sale.I would also like to note my disgust that instead of taking the simple steps to provide my requested resolution (removing the credit inquiries), O'Meara VW representatives still continue to try to justify their actions and avoid answering the specific questions I am asking.To recap, please answer these specific questions:1) Why weren't credit concerns discussed when I was called and told that I was pre approved for financing? And why was the pre approval suddenly not valid after I came into the dealership?2) Why did Paul and *** both tell me that they were not running a credit application when they actually were processing one as we spoke? I find it hard to believe that O'Meara VW would assert that a day old online application is supposed to take precedence what I was being told in person by O'Meara VW employees.3) Why did ***, *** and other O'Meara Ford and VW employees fail to follow up to address my concerns prior to getting VW corporate involved? Even this Revdex.com complaint was ignored until we worked through VW corporate.4) Why is O'Meara VW unwilling to retract their credit inquiries? They don't make a huge difference to a credit score, but they should not be on my report and I would like them removed.
Sincerely,
*** ***

Mr *** leased a vehicle that has a balance owed to Volkswagen CreditEverything on the lease contract that Mr *** signed was clear and conspicuousUnfortunately we cannot waive balance on a contract that he agreed to. Warm Regards, *** ***GSMO'Meara VW

The complaint regarding warranty cancellation has been addressedUnfortunately the customer simply wants a full refund for the purchase price which he is not entitles toSee attached documentation. Regards, Justin C***GSMO'Meara Volkswagen

Good Afternoon, I am not sure why these complaint was sent to *** ** and not *** CorporateEvery ** dealership has a TDI settlement specialist and they are ** employees not dealership employeeThe customer decide which dealership they want to meet the TDI specialist at to get
their checkBut the dealerships do not have any information on the name of the customer and when their appointments are or where they are at on their buy back process We do not process any paper work for the TDI buy back nor do we have access of their case with ** Corporate on the buy back. However if this specific customer is having issues downloading forms we, as employee of the dealership would be more than happy to help uploading documents for the customer but again we as a dealer do not process any paper work or set any appointments or decide what amount is paid for the TDI customer, only ** does that

Good Afternoon, This customer reached out to VW Customer care and we have been conversing with her through them.This customer filled out a credit application through a 3rd party company on a website, where she specifically has to click a box to approve the credit to be pulled and checked for
financingWe gave VW care that company's representative phone number at ACE, his name is *** and his number is ***, to give to the customer on 9/20/I have not heard anything else from the customer.I am truly sorry for the experience we provided this customerWhen it comes to customer that need Special Financing because of credit we try our best to follow our process, we do sit the customer down and go through credit to be able to answer the bank with any questions and even though sometimes there are cosigners available, we try to get the financing pre approved before showing the customer a vehicle to make sure that they do not fall in love with a vehicle that they cannot get financed onThis customer was able to purchase a VW elsewhere with the cosignerUnfortunately I was not here, when the customer came in as I would have handle this customer differentlyI do wish her the best on her new purchase and I do apologize from the O'Meara family for failing our customer by not giving them a great experience.If there is anything else that I can do concerning this matter please let me know.Sincerely,***

Initial Business Response /* (1000, 5, 2015/08/03) */
Good afternoon,
This is *** *** GSM of O'Meara Volkswagen
My special manager that did the deal is no longer with usThe customer did have a pre-approval with *** In the process of get the structure approved the bank asked for a
trade that we did not haveWe called the customer immediately after not being able to waive that stipulation with the bankThe customer came in without the car and we explained to them what was going on and *** *** said she would be back the following day with the car, we let her go in good faithWe have been trying to get a hold of her since then with some success but she is refusing to come in to bring our car backWe also told her she would get her entire deposit back (minus if there are any damages to the vehicle or if we have to pay someone to get the car for us)We do not do in house financing and so unfortunately we have to go with what the bank is telling usI can assure you that we are just trying to recover our vehicle and move forward and never intended for this to happenThe customer did sign a state disclosure informing her that there is a possibility that financing may not be arrangedIf you need a copy please let me know
If there is anything else I can do please let me know
Sincerely
***

To whom It may concern, In this email I have enclosed the documents signed by Mr***The first one being the "State of *** rebuilt from salvage title statement of facts" as well as the *** stating that this vehicle as a Braded title: rebuilt salvage.Please let me know if you need
anything else. Sincerely, *** ***

There must be confusion about the negotiationsDiscounts available would not have allowed the vehicle to be sold for the figure that the customer is stating, a 30% discount from MSRPAfter reviewing the lease contract the disclosures for vehicle values and residuals were clearly legible and would
have needed to be addressed at the time of contract executionAt this time renegotiating a lease/purchase is no longer possible, the signed contract precludes changing the agreed upon figures for either partyThe dealership cannot go to the customer and ask for more to be paid for the vehicle months after the transaction was concluded anymore than the customer can go to the dealership and ask for the price to be lowered. Regards, Justin C***GSMO'Meara VW

Good Morning, Again my apologies for just responding now as I truly was not aware of a complaintThis customer reached out to our VW customer care on 7/1/And I was in contact with them since thenI apologized to the customer as they left several messages to my finance manager and never
heard back from himHe is no longer with us for various reasons , one of those being to provide excellent customer service to our O'Meara family's customersAt first I shared with the customer that I didn't believe we could cancel the maintenance contract but that I would call VW care and find outI reached out to our VW customer care representative to ask for advice on how to find out if we could cancel and on how to do itAfter a lot of back and forth with VW, we finally came to a resolution and VW canceled the maintenance for us 7/27/I was in touch with the customer during the whole long processThe customer is aware it was canceled and is in good standing with usThey did get the reimbursement for the maintenance contract.I just reached out to *** *** today again to make sure everything is still ok and she was said it was.If you need anything else on this matter please let me know .Sincerely,*** ***

Good afternoon, As I just discussed with the customer, I was made aware of *** *** having issues with the vehicle during the funding process and I told my manager to have the customer come so we could take a look at the vehicleAt that time we had one of our service advisor and
mechanic test drive the vehicle, and they were no able to copy the problemThe customer pick up the vehicle and a few days later called and said there were still the same problemThe customer brought in the vehicle again and again my mechanic was not able to copy the issue the customer was talking about... the 3rd time the customer brought in the vehicle, he mentioned that the problem he was having was appearing after an hour driving the vehicle, at that time my mechanic drove the vehicle for a longer test drive and was able to copy the problemAs are vehicle I are sold as is and no warranty was purchase, I told my manager to send the vehicle to a shop we use from time to time Platinum auto service and they quoted the customer repairI did tell the manager involved that we would cover the first of the repair and or the customer could trade I the vehicleThe customer refused the 1000.00.After just talking to the customer *** *** ***, he shared with me that his sales representative told him that whatever was wrong with the car "we would do the right thing", which as a consumer I would have understood the same way as *** *** did, meaning the dealership would take care of the bill for the repairAt this time, as I told *** ***, I am looking at getting him finance on a different vehicle and told him I would call him today by 6pm to give him what direction we could go.If you have any other questions please feel free to reach out to me at ***Sincerely,*** ***