Open Road of Manhattan

Review: I called open road Manhattan Thursday Sept ** 2015 late that afternoon when I discovered The engine hood/cover to my vehicle was missing. A service consultant (wesley) called me late that evening and I explained that my hood cover was missing. After the consultant implied that the missing engine cover may have been my doing somehow due to the amount of time that had passed from the last time my car was serviced by them .

I assured the service advisor that I nor anyone else removed the engine protective cover without permission or authority. and It was only because I was planning on going on a road trip thus went to check the oil level for the car was when I discovered the protective engine hood missing.

In addition to, I had to bring my vehicle back to open road upon there suggestion due to the Inspection failed dut to readiness not setting .

The service advisor stated that there was no reason for the certified technician to go underneath the hood thus , it would be very unlikely for the engine cover to have gone missing from their shop which I disagreed for the simple fact the the service advisor conveniently forgot to mention the I had also brought my car in due to the engine light coming on.

P.s I am still waiting for the service advisor to get back with me after he "looks into the matter" ( that was on Sept ** 2015.Desired Settlement: Replace or Return my vehicles engine cover

Business

Response:

[redacted] was contacted by Audi Manhattan to schedule an appointment to replace the engine cover. How it disappeared remains a mystery, however, as a good will gesture we will replace it free of charge. We ask that [redacted] rescind this complaint against us.Sincerely,[redacted]

Review: I live in Manhattan with my boyfriend [redacted] and our kids. On July [redacted], my boyfriend and I decided to take advantage of a deal that VW Manhattan Open Road had running to lease a Passat for $249/month. The offer ended that day, so [redacted] came to the Open Road dealership on[redacted] during his lunch break to talk to start the process. Since the lease was going to be in my name, I came right over after work and had to wait about 5 hours to see the finance manager, [redacted]. When I finally got in to her, it was after 10 pm, everyone looked exhausted, and she rushed me through signing the paperwork. In her rush, she neglected to go over the paperwork with me. She told me nothing and asked me nothing – only to sign in a few places. The reason I signed all the papers was because I thought that what she was asking me to sign was what both [redacted] and I had been discussing with [redacted], our salesperson, throughout the day (i.e. whether we would have to put money down at the lease signing and about additional fees due at lease signing). [redacted] assured both [redacted] and me that it wouldn’t be a problem if I didn’t want to put any money down, and that the fees could be added to the lease amount. [redacted] told us both that the fees would be about $2700 and it could be added to the lease amount. I calculated that if we were able to add the $2700 in fees to the $249/month payment, the payment would actually be able $318/month. That was my expectation. I thought that was why [redacted] didn’t discuss anything with me or ask me what I wanted – because [redacted] went over it with us earlier. So I signed the papers. I only found out later, when we received the first bill from VW Credit for $449/month, which was a shock, that [redacted] had added all the premium insurance and protection packages for the vehicle, and had never asked me if I wanted them!!! She added: • Select Care Package • Tire and Wheel Package • Additional comprehensive insurance • a 48 month coverage (the lease is 39 months) To make matters worse, I have tried a dozen times to reach [redacted] unsuccessfully. Her colleague [redacted] has promised that she would call me back over and over and I have yet to receive a call from her. [redacted] is now working at Audi, so I can’t ask him to become involved. On August [redacted], I filed a complaint with the VW Group of America who assigned me a case number and have made numerous attempts to contact the finance department on my behalf. [redacted] still has not called me. These additional charges make this new leased car unaffordable for us! We would never have agreed to these extra costs. Also, I didn’t leave with a copy of the paperwork, which I also thought was strange. This now seems underhanded and unethical, and not at all what you would expect from a reputable company like VW. We are very unhappy with their customer service.Desired Settlement: I would very much appreciate your assistance with this problem. I am unhappy with the way I have been treated by VW. I want to speak with their General Manager or someone else in authority who can answer my questions about why my rate is $449/month instead of $249/month, and go through a detailed breakdown of every charge on the paperwork with me. They will then assist me with the process of changing or cancelling those extra charges without incurring a penalty for us.

Business

Response:

The lease price was structured at $249 with money down but at [redacted] request the cash out of pocket was removed out of the deal and term care and additional packages were added. With these terms the monthly fee was increased and discussed between [redacted], [redacted] and [redacted]. [redacted] attempted to resolve this matter with [redacted] unsuccessfully. [redacted] tried calling again to add additional options to help resolve this but [redacted] has not returned her calls. The matter remains unresolved but not as a result of Open Road not trying. [redacted] will work with [redacted] in coming to a resolution. Please phone [redacted] at ###-###-####.

Kind regards,

Business

Response:

I received an email today confirming that [redacted] spoke to [redacted] and a resolution was reached. Please see the email confirmation:

I had contacted [redacted] on 9/*/2013 about 11:30am and discussed all of her concerns, all being wanted explanations and advice on all after sale items she had purchased, tire & wheel, warranty ex.…..

She was very satisfied on all items purchased. [redacted] and I had also advised if she has any further questions to please call.

General Sales Manager

Open Road Volkswagen of Manhattan

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Audi service department improperly and negligently handled 3 tire insurance claims on my behalf after assuring me that they have dealt with the tire insurer on numerous occassions. Additionally, they failed to disclose to me that my tire claims were only conditionally approved upon insurer receiving the damaged tires back from the dealer. All 3 tire claims, which I was advised by the dealer were approved for 100% coverage by the insurer, were subsequently denied by the insurer because the DOT numbers on the tires returned to them by the dealer did not match the DOT number of the tires under which the tire claims were made. Audi required payment of $1,206 from me when I picked up my vehicle after tires were replaced, which I paid them based on their representation that all 3 claims were approved for 100% reimbursement by the insurer. They further advised that reimbursement would be made directly to me by the insurer. Insurer subsequently denied all 3 claims based on improper submission of claims by the dealership.

After I got Audi's Customer Service Department involved, and following numerous telephone calls, the dealership advised that they re-submitted the claim to the insurer. When I called the insurer to confirm this, I was advised that (1) no re-submission of the claims was made by the dealership; and (2) the insurer previously advised the dealer that they would not entertain a resubmission of the claims - obviosly the dealership lied about re-submitting the claims. I have been in weekly communications with Audi's Customer Service Dept., who advised that dealership is refusing to reimburse me for the amount paid (ie $1,206).Desired Settlement: Check in the amount of $1,206.00, which represents payment I made to the dealer for replacement of 3 tires - which would otherwise have been 100% covered by my insurance company had Audi properly submitted the claims.

Business

Response:

Upon researching this complaint I received the below email from [redacted], client advisor at Audi Manhattan:

[redacted] came in in the am with a flat tire. When writing her up we did a walk around and noticed that two other tires were damaged. The right front and the left rear tires had bubbles in the sidewall and the left front was the flat which was the cause for her visit. During the write up process we had discussed that she has a [redacted] wheel and tire insurance coverage. I had explained at the time of write up that we do not participate with [redacted] due to complications of payment from them.

She had acknowledged that she was willing to pay up front and that I would send over a copy of the paper work to her warranty company. Upon the techs inspection of the car we confirmed that it was just the three damaged tires we discussed in the service drive. I called [redacted] for authorization. The three auth #s left front [redacted] left rear [redacted] and the right rear [redacted]. The old tires were requested by [redacted] to be sent in for inspection I did sent them. I have the three packing slips from Fedex.

The Audi Manhattan Parts department did send in the 3 tires requested. I personally followed up with [redacted] to confirmed that they have the tires. After about a week or two the customer called in to her warranty company trying to find out when she would be receiving the reimbursement for the three tires that were replaced. After she spoke with [redacted] they said that they were declining the claim for the tire replacement because the dot#s number on the paperwork is a different dot #s than the ones on the car. The dot on the paperwork is for the new tires that were installed on the car. Once the claim was declined myself and the [redacted] had reached out to [redacted]. I called the main number to find out what was the cause for the claim to declined and my [redacted] called our contact from Dealer Tire who is our wholesale supplier with direct contacts to [redacted]. It seems that [redacted] is holding firm to their decision and our phone calls to assist this customer seemed to have gotten nowhere. Once the final decision was made that [redacted] wasn't going to pay [redacted], [redacted] then in turn called Audi USA for compensation. Audi did in turn reach out to us at Audi Manhattan and as a goodwill gesture we are reimbursing the customer for the price of one tire and also the cost of the instillation. I have called [redacted] to inform her of the refund that we are going to be sending her but I haven’t received confirmation from her that the address is still current. If there are any other questions regarding the service visit please let me know.

A note from [redacted], [redacted]: Although this has no bearing on how we treat our customers but this vehicle was purchased from a broker through Audi Manhattan and the warranty was not purchased at Audi Manhattan it was purchased at the broker’s office. Our job is to call the outside warranty companies and request payment. If there are issues we inform the customers as we did here and then it is their responsibility to call their warranty company and request reimbursement. We did call her Warranty company on her behalf and they refused. We cannot determine or be at fault for a transaction from another dealership. Most customers believed that all Audi dealerships are all affiliated but we are independently own and have no idea what was said to the customer at the time of sale of the car and the warranty by the broker.

Audi Manhattan has helped in any way possible but there is unfortunately nothing else we can do.

Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

1. The first time I was advised that payment would be required up front is once I arrived at Audi to pick up my car. At no time prior to that day did the service department advise me that payment would not come directly from the insurer. In fact, during one of my many telephone calls to the insurer they told me that they deal with audi of manhattan service dept. all the time and often make payment directly to them for repairs.

2. [redacted] specifically told me that they do, in fact, deal with [redacted] on other tire claims.

3. The 3 tires were sent back to the insurer following several telephone calls from myself to [redacted], after receiving letters from my insurer telling me they never received the tires back.

Lastly, at no time was I was advised by [redacted] that the approval they received for the tires was conditional. If at any time prior to me making payment to Audi for the tires they advised me that they could not process the claim, or were unable to process the claim, I would have gotten involved directly with the insurer to process the claim. Once Audi made the claim and sent the tires back to the insurer there was nothing I cold have done to rectify the situation as it was out of my hands. The call suggesting that I contact the broker came over 3 months AFTER the claims were made by Audi and subsequently denied by the insurer. There is nothing else I could have done at that point since the insurer specifically told me that they would not re-open the claim AND further advised me that they told Audi the same thing a few days before I spoke with them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Audi Manhattan has reviewed the complaint and cannot make any additional changes in our response. It is unfortunate that a mutual resolution is unable to be met.

Kind regards,

Review: The original salesperson stopped returning my phone calls. I was told he left the country. I was also told there was no deal written down, not even for my trade. I was unable to test drive the car before I took delivery as the drivers side mirror was missing off the car. After signing, I find out the car is missing features that I was told would be in the car (USB port, Audi connect, and steering control options).

During our closing the finance person was demeaning and made it very confusing for us to follow him. We came with a bank check for the car that included taxes, title and registration. We were told by the new sales person and the DMV that we would be able to transfer our registration and it would be a few hundred less. When we told the finance person, he included additional charges that ate away the extra monies. Also, apparently my Brand new CAR had been reported to Audi as sold a year ago and the warranty began to depreciate. I ended up having to pay an additional $900 for an extended warranty. I also lost out on the first year of oil changes and free satellite radio.

I have already had to bring the car in for service as the drivers side mirror fell off. I was told by the new sales person that she is working on a resolution or options but I haven't heard anything. Time is running out.Desired Settlement: I would like to have an opportunity to switch into another vehicle with the options I want without penalties or my trade in back so I can go to another car dealership.

Business

Response:

After further discussion, [redacted] and [redacted] have reached an agreement that a check in the amount of $900.00 would satisfy his desired settlement. The check is being issued today, November **,2013.

Sincerely.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,