Open Road Volkswagen of Bridgewater

Ed R [redacted] General Manager of Open Road Volkswagen, contacted [redacted] regarding this issue [redacted] has agreed to settle this matter for $We are mailing the check out this weekKind regards,Missi C [redacted]

Upon researching [redacted] claim I can confirm that check # [redacted] in the amount of $was issued and she will receive it by the end of the weekIt is necessary that our accounting department processes the charges and reconciles prior to sending the refund to the customerOpen Road Volkswagen complies with the law and appreciates the patience of our customers Kind regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:Obviously, this is not a resolution, but a step toward thatThis will require further action from the business I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this next step is satisfactory to me Regards, [redacted] ***

My apologies for the callsOpen Road Volkswagen does not sell your information to any third party companiesYour information is protected and without your consent we would never do thatWe follow very strict laws when it comes to a customers privacyI will notify the dealership of your concernsIf you could identify the businesses that are notifying you we would be happy to help you trouble shoot itScott G [redacted] is the General manager of the store and he will oversee the process.Again, my apologies.Sincerely,Missi C [redacted]

I've requested the attention of [redacted] , General Manager and [redacted] ***, Service Manager of Open Road Volkswagen for their help finding a resolutionI will respond shortly.Kind regards, [redacted]

Please allow Scott to continue working on a resolutionI know the distance is an obsticle but he is trying to work around it.Sincerely,Missi C [redacted]

Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because: Before diagnostic was done, I gave [redacted] a list of service records that had been performed on the vehicleBefore I left I asked and wanted to know the total charges, for example, total charges including labor=xyz [redacted] failed to tell me on a few occasionsL/R wheel and vacuum pump gasket before the wheel was fixed, $Since the wheel was fixed and I was told the charge for the wheel would be $89, I wanted to no my total savings and total expensesThis could not be done to where I felt is was dishonest, misleading, and unprofessional not to tell a customer that additional service needs to be doneA phone call would have sufficedon, 02/27/14, approximately around 4:pm, I had texted my wife to contact, [redacted] to leave a voice message on my phone of the total charges, since she was so elusive in not disclosing the total chargesMy wife made contact to ***, where she finally told me the price I had not agreed uponI spoke to her on the 26th and 27th where no mention was made about the oil filter housing and tire sensorThe tire alone cost $381.46, yet was fixed for $89.plus laborI needed to no the total charges, for instance when you go to [redacted] they give you a print out of the total charges before any work is doneWhen the job is accomplished, you pay what was quoted for and not additional charges for approximately $2,200! In reference to the detail job, I would like my money back and I do not feel comfortable with VW Bridgewater handling my car anymore03/10/14, I arrived on time only to be told that they had no knowledge of my apptI asked, [redacted] again if she could contact [redacted] Instead she asked me for my contact information, to where I was surprised because I had just gotten service done to my vehicle thereI was very disturbed and asked that the manager call meThat same day around 1:pm I had received three calls from an unknown numberA man with a thick accent has left a message that I could not understandI needed my car out of there because the male service rep that was present on 2/28/mentioned that they could revert the service that was done and that I'd have to speak to the managerI was able to bring the price down, but Inside I was deeply dissatisfied and wanted my vehicle out of there prontoI thought the customer was always right in a situation like this, but the staff over there feels like an organised crime establishmentNext time call the customer, PLEASE! Regards, [redacted]

Please allow Scott to continue working on a resolutionI know the distance is an obsticle but he is trying to work around itSincerely, Missi C [redacted]

Good morning,After speaking to [redacted] , General Manager of our Volkswagen dealership, I can confirm that the refund will be taken care of todayYou will recieve an email confirmation.My apologies for any frustration.Kind regards, [redacted] Open Road Auto Group

Scott G***, General Manager of Volkswagen of Bridgewater, has been communicating directly with [redacted] and trying to resolve the issuePlease see the attached dialogue shared by themSIncerely,Missi C [redacted]

Complaint: [redacted] I am rejecting this response because:It is clear that you have missed the point here, so I will try again to beclear.There is no debate that the fuel pump needed to be replaced, and I approved.There is no debate that, regardless of the source, contaminated fuel canvoid the power train warranty.I travelled extensively in the US this summer, and can produce dozens offuel receipts from over states.Finding the source of the contaminated fuel is really impossible, and notthe issue at all.Employment records will show I left South Carolina, where the biodieselsticker was obtained, on July 27, Just look at the sticker.Employment records will show I arrived in Missouri in early August, andreturned to New Jersey during the second week of September.There remain several important questions that are unanswered:Why, when I requested my fuel pump be returned to me, did [redacted] refuse? It was only after the service manager intervened that it wasreturned to me.Why, after informing me that, along with a complete drain and cleaning ofthe fuel system, and replacement of the fuel filter, if this did not resolvethe alleged issue, that a complete replacement of the injectors, fuel lines,and high pressure fuel pump might be necessary at a cost of over $5,700.00?Why did [redacted] then encourage me to contact my insurance carrierto get involved?Why, when I said I will be picking up my vehicle, did [redacted] tell me myvehicle would not run, after the fuel pump had been replaced? This is odd,because when I left your dealership, there were NO warning or indicatorlights onI arrived without incident in [redacted] , NJ only minuteslater.Why, after inspecting the vehicle immediately following departure of yourdepartment, did the mechanic perform only a fuel system purge, introducing asolvent directly into the intake manifold, and NOTHING ELSE to return my carto me less than hours later, in top running conditionThere was no fueldraining, no fuel filter replacement, and NO PROBLEMS since.How is that possible?I have driven over 1,miles in weeks without any problem, how is thispossible? According to your diagnosis, I needed many more costly repairs.This is highly suspect.In the future, any communications must be sent directly to the BetterBusiness Bureau.They will notified of these communications Regards, [redacted] ***

Scott G***, General Manager of Volkswagen of Bridgewater, has been communicating directly with [redacted] and trying to resolve the issuePlease see the attached dialogue shared by them SIncerely, Missi C [redacted]

[redacted] The basis of this complaint was taken very seriously and discussed in great depthThe etch is a service that we find valuable for our customers protecting them from theftIt's a service covered by insuranceEd R***, General Manager of Volkswagen, spoke to our Executive team and want to offer [redacted] the fees back as a good will gestureMr R [redacted] has been in touch with [redacted] and resolved the issuesWe apologize that your experience was less than perfectSincerely,Missi C [redacted]

Complaint: ***
I am rejecting this response because: As a customer, I deserved a phone call for any additional service that was done to my vehicle and without my consent for the additional service and charging me extra constitutes the contract as void and is fraudulentI should not have had to pay for the extra charges and it is criminal and shady business methods, which I would expect from a local mechanic, but not from a major dealership that "has been in business for years." The manager was not willing to go below $1,800, and I was threatened that they would revert the service that was done to the vehicleDiagnostic report mentioned no other repairs, therefore, reimburse me for the additional charges that was done without my approvalI do not trust VW Bridegwater with any future service pertaining to my vehicle
Regards,
*** ***

[A default letter is provided
here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** **

Scott G***, General Manager of Open Road Volkswagen of Bridgewater, has been communicating with the customer in resolving this.
I believe that Scott is a reasonable and fair man and will do everything he can to find a fair resolutionSincerely,
Missi C***

I attempted to communicate directly with the Revdex.com but the site wouldn't allowme toTherefore I emailed you direct and made sure they too were copiedItis my responsibility to step in and try to resolve issues and not to upsetyouPlease allow me to keep the communication open and see what can be doneand allow the Revdex.com to reopen the case

Complaint: ***
I am rejecting this response because:Good morning persuent to out conversation on July 2015 @ 9:am I am responding to open roads offerFirst they say the work was complete but in fact that is not true since the Jetta was brought to them with all the warning lights on and when it was picked up the check engine light was still on, Two they did not address the cost issue I spoke to David who told me that the cost to repair the car was dollars which I paid on my debit card, I was told it was the total costBut when my sister came to pickup the car she was told that there was an additional hundred dollars dueThird The diagnosis was written and stated to be a wiring problem with the fuel pump, obviously open road either has miss diagnosised the problem or they have inadaquitly addressed the repairWhat ever the case, the contracted issue has not been completed and they still have a contractual obligation to make repairs to said vehicle
Regards,*** ***s

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

In response to the repairs, when the vehicle, as mentioned, was brought inthere were multiple warning lights onWhen the vehicle was pickedup, the lights were offIn respect to the pricing, *** *** was quoted aprice not including tax and feesUpon picking up the vehicle we immediately discounted the entire job $58.The vehicle is in poor mechanical shape and needs more repairAs a one time offer and good will gesture, Open Road Volkswagen of Bridgewater will refund *** *** $If this is acceptable, I ask that she contact Scott G*** directly at the storeWe do not want to be responsible for any additional work on this vehicle and feel that we represented ourselves and the customer fairly.Sincerely,Missi C***