O'Meara Volkswagen of Thornton

Initial Business Response /[redacted]/
Hello,
This is [redacted] , I am the GSM at O'Meara Volkswagen. The customer did in fact purchase a vehicle from us and arranged the transportation of that vehicle to California himself. It was a used vehicle purchase online and sold as...

is.. there were 2 small scratches at the time of pickup from the transport company indicated to us on their inspection report. The customer has been made aware the vehicle was sold as is and to contact the transport company he used, for any other damages to the vehicle.
Please let me know if there is anything else I can do regarding this matter.
Sincerely,
[redacted]
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi
I am aware that the vehicle I have purchased was used, that is why I was specific . I knew I could noT come to a validate the damages, that is why I was asking 3 people, including sales manager, to check on any exterior directs. All of them say that it is "perfect". If I knew otherwise, I would not purchase it. Used car does not necesserely come with dents and scratches.
I have a paper from trucking company, which dealership has a copy of, indicating several damages an a dent on the body.
After all, it is a very untrustfull experience that I had with O'MERA VW.
Final Consumer Response /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted]
I attached pictures and bill of lading from trucking company with proof of damages. These are just a part of it. The rest are just barely visible when I take a picture of it, but they are there.
I will try to attaché it to this respond, maybe, it will be enough for you.
Sincerely
[redacted]
Final Business Response /[redacted]/
Dear [redacted],
I have received the picture through this complaint but I cannot see anything on those.
I am very sorry, but the vehicle you purchased was used and as is. And as I was saying previously it had a couple of small scratches when it left here but those could be easily buffed out. But again the vehicle was sold used and as is.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/11/10) */
Hello Mr. [redacted],
I apologized for the misunderstanding. Volkswagen did add extra incentives to our vehicles. The only one available for the Golf R being a 2016 and a specialty car was their loyalty program. However to qualify for it you...

needed to own a VW previous to the sale.
If they were any available rebates for 2016 Golf R, they would have been applied to your deal as it is the only way the dealership can collect them.
Please let me know if there is anything else I can do.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is a portion of the text in the email advertisement, verbatim:
"Volkswagen is giving its dealers extra money for the month of October, to make up for decreased sales at O'Meara Volkswagen, we're passing ** on to you. That's right, we're paying it forward!. Our pay it forward sale applies to every new 2015 and 2016 model in stock. As an example, combine this one time only offer with our outstanding incentives and you'll save $5,000 dollars off any new 2015 Volkswagen Golf R models"
The ad also states:
"Included in the pay it forward sale, Volkswagen is offering $2,000 in owner loyalty." This clearly suggests that these are two distinct parts of the sale: loyalty + PIF, and both apply to all 2015 and 2016 models.
Final Consumer Response /* (4200, 12, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The email clearly stated the incentive program was for the month of October.
The Golf R is indeed a specialty car, however it was included in the incentive program, as stated in the email.
The responses from the dealership are scatter-shot (constantly changing the "reasons") - attempting to grasp at any interpretation or wording to refute my claim, but all you need to do is read the email - read the advertisement of the incentive - as the wording makes it very clear.
Final Business Response /* (4000, 15, 2015/12/08) */
Good evening,
O'Meara Volkswagen gave the customer all incentives and discounts available on the 2015 golf R at the time of the sale.
Sincerely
[redacted]

I am sorry to hear that but I specifically offered the customer to bring the vehicle back to trade it in to something else.... our vehicle are sold as is and when this vehicle left it was in perfect working condition .... If the customer decided to fix it that would be at their own cost... sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/03) */
Good afternoon,
This is [redacted] GSM of O'Meara Volkswagen.
My special manager that did the deal is no longer with us. The customer did have a pre-approval with [redacted] In the process of get the structure approved the bank asked for a...

trade that we did not have. We called the customer immediately after not being able to waive that stipulation with the bank. The customer came in without the car and we explained to them what was going on and [redacted] said she would be back the following day with the car, we let her go in good faith. We 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 back. We 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 us. I can assure you that we are just trying to recover our vehicle and move forward and never intended for this to happen. The customer did sign a state disclosure informing her that there is a possibility that financing may not be arranged. If you need a copy please let me know.
If there is anything else I can do please let me know.
Sincerely
[redacted]

Good Afternoon, [redacted] came in Monday 02/22/2016. We had several approvals for this customer. When [redacted] came in he wanted to get a 4WD vehicle which are more expensive. We tried to get him financed on the only vehicle he would buy 2015 patriot. When the structure was called in...

and the income verified the only bank that was able to finance only allowed up to a 15000 dollars loan. At that time we called in the customer and were able to get him into the F150 for under 15k which was 2/29/2016. I am not sure why the carfax was never provided, the vehicle went through our pre-delivery inspection and there was nothing wrong with it, the vehicle left this dealership in perfect condition for a 04 f150 with 95k miles on it. This vehicle has never been in an accident.When [redacted] reached out, I told him I would check with my service manager and see if he could find a rebuild one with warranties on it to minimize the cost of the repair for the customer. We still have not been able to find anything. So when the customer followed up on 8/22/16 I let him know that I was not able to find anything yet but he could come in with the vehicle and see if we could trade him out of it in another vehicle. I have not heard anything back from the customer since. Please let me know if there is anything else that I can do on this. Sincerely,

Good Afternoon, I am not sure why these complaint was sent to [redacted]  and not [redacted] Corporate. Every ** dealership has a TDI settlement specialist and they are ** employees not dealership employee. The customer decide which dealership they want to meet the TDI specialist at to get...

their check. But 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.

Complaint: [redacted]
I am rejecting this response because:The $31000 I stated was with the taxes and the colorado package I did purchase.  I was told that was the total price I would pay. Like I said if I would have been told that it would cost $46000 not the $31000 I would have never agreed to a loan I would have paid cash and the salesman new that. 
Sincerely,
[redacted]

Good Morning, Again my apologies for just responding now as I truly was not aware of a complaint. This customer reached out to our VW customer care on 7/1/16. And I was in contact with them since then. I apologized to the customer as they left several messages to my finance manager and never...

heard back from him. He is no longer with us for various reasons , one of those being to provide excellent customer service to our O'Meara family's customers. At 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 out. I 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 it. After a lot of back and forth with VW, we finally came to a resolution and VW canceled the maintenance for us 7/27/2016. I was in touch with the customer during the whole long process. The customer is aware it was canceled and is in good standing with us. They did get the reimbursement for the maintenance contract.I just reached out to [redacted] 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,[redacted]

Initial Business Response /* (1000, 6, 2015/12/22) */
This customer came in the dealership and talk to me. we canceled GAP and Etch which goes directly to the bank.
During negotiation the customer was closed at 448 plus tax. However when the customer came in I agreed with her that we would...

reimburse her the difference of the payment once the product were canceled, for the inconvenience and the misunderstanding that happened during the negotiating. The payment before back end product was 457. I emailed my office manager to send a check to customer in the amount of 780 on 12/4 as agreed with customer. My manager is out of the office until next Monday and so I cannot verify if the check was received or cashed but I will do so first thing when she gets in.
Sincerely,

At this point there isn't anything we are able to offer in the form of a discount on a deal that was already negotiated. Per your admission the pricing you thought was actually at $31000 not at $25000 you are wanting after the fact. When taxes and fees are added the totals of course will increase. Again we apologize for any confusion regarding your purchase and we would refer you to the lease contract you executed.

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 practices. They lied to get me to come into the dealership and then lied to me again once I was there. They 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 cars. The 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 vehicle. That 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 them. Not 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 approved. They have refused to explain how they could both call and email me to provide "pre approval" information when that pre approval was actually nonexistent. And if the pre approval was legitimate, then why would they insist on running another credit application as soon as I got to the dealership. And 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 business. I even called [redacted] 3 times and left her voice messages requesting a return call and she never followed up with me until I complained directly to VW corporate. O'Meara VW did not even respond to this Revdex.com complaint until I got VW corporate involved. They are refusing to correct the situation and remove their unauthorized credit inquiries, which is the only resolution I requested. Seems 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 inquiries. Once 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 application. To 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 processed. I would not expect you to have to do anything further with financing until I've chosen a vehicle. And 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 issue. O'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 ethics. I would like them to specifically answer for that experience. I 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]

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]

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

anything else. Sincerely, [redacted]

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

Good afternoon, As I just discussed with the customer, I was made aware of [redacted] 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 vehicle. At that time we had one of our service advisor and...

mechanic test drive the vehicle, and they were no able to copy the problem. The customer pick up the vehicle and a few days later called and said there were still the same problem. The 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 problem. As 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 2300.00 repair. I did tell the manager involved that we would cover the first 1000.00 of the repair and or the customer could trade I the vehicle. The customer refused the 1000.00.After just talking to the customer [redacted], 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 [redacted] did, meaning the dealership would take care of the bill for the repair. At this time, as I told [redacted], 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 [redacted]Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I appreciate your sincere disposition for help to resolve this situation. I 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 $ 25,735.00 The same advisor told me that I only had to keep the contract until March 2018. Like at the beginning, after I made an initial payment of $ 10,000.00 on November 24, 2017, now, I want to make the payment of the remaining amount, to get the car and its clear title. Can you tell me what the amount of this payment would be, please?
Sincerely,
[redacted]

Good Afternoon, Mr.. [redacted] did purchase a vehicle from us on  8/31/16 and He does have a [redacted] We shared with Mr. [redacted] all the information that was shared with us from [redacted] settlement department. We also did agree to pay Mr. [redacted] for 4 payments, so it would give...

him extra time to get his [redacted] settlement handled. We have been storing his vehicle in our gated area of the lot for free and we also gave Mr. [redacted] a check in the amount of 1100.00 on 10/03/16 and it was cashed on 10/04/2016 to take care of those payments. The customer had my personal cell phone number and on October 18th at 8pm he missed used my cell by threatening the dealership for legal action regarding the [redacted] situation. Unfortunately there is nothing we can do other than help customers uploading their forms to the [redacted] system, when it comes to making appointments with the specialist or the amount that will be received by the customer or making the process faster ( I do wish we could it would make our lives so much easier), ** has not given any rights to the dealership to do anything. At that time I had my new car man[redacted] reach out to Mr. [redacted] to tell him to call him directly and no longer on my cell phone. My man[redacted] has record on his cell phone that he has been in contact with Mr. [redacted] 10/21/2016 11/07/2016 11/16/2016, the last call was regarding the customer not being able to set an appointment for his [redacted], 12/15/2016, twice on 12/16/2016 and 12/20/2016. We also had the [redacted] specialist form ** called Mr. [redacted] and those follow up calls are the only ones on record, not including calls that were made directly from the dealership.I understand the customer is frustrated because of **, but O'Meara has delivered everything that was promised to the customer and we have been following up with him every time he reached out to us. If there was anything that we could do as a dealer to expedite the process of the [redacted] reimbursement, we absolutely would have, but as I explained earlier in my email ** and the court involved in the settlement are not allowing us to do so.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: After not being able get in contact with the GM or any other manager able to offer assistance for months, I did not have another viable opportunity than to fix the truck. The offer for trading in my truck with a blown engine came at the end of August. At this point I had already been waiting a very long time to get an estimate from the dealership and had made alternate arrangements because the GM would not return my correspondence. Also, a truck with a blown engine has almost no value. I expect the dealership to do something for me as I purchased this vehicle expecting it to be safe and reliable. After the engine blew the dealership did not return my phone calls and emails. They told me they look into pricing a replacement engine, but failed to do so. After months of being without transportation and unable to speak with anyone in regards to options, I was forced to spend the money to replace the engine. I bought the vehicle from what I thought was a reputable dealership because I thought they would operate with integrity. Unfortunately, this was not the case and they continue to demonstrate this.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/03) */
Good Afternoon,
This is [redacted] I am the GSM at O'Meara Volkswagen. There was in fact a difference between the payoff on the contract and the actual pay off. On 7/29/2015 I was made aware that there was a difference and that she had...

not gotten the money back yet. I was not in the office, but I had my manager get in contact with her, and get a check recut in the amount of 943.36 and, per the customer request, we mailed it to her Friday the 31st. Please let me know if there is anything more that I can do.
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]