Open Road Volkswagen of Bridgewater

Complaint: ***
We have not come to an agreeable
solutionThe manager Scott is suggesting things that I've already done such as take the vehicle to a local dealership or return to New Jersey for the vehicle to be evaluated when I live in *** The vehicle is still in my car and it's still running improperlyI am being denied maintenance records for the vehicle which I have brought to his attention on three occasionsThis further substantiate his commitment to not work together through this ordealIt also reinforces that the vehicle was so knowingly with defective issues.
I'm very close to the expiration of my powertrain warranty and I'm seeking a refund and am being denied to do soI am truly unhappy with the outcome at this point
I am rejecting this response because:
Regards,
*** ***

** *** came in on 2/for a check over, as he had just bought the car from an outside
sourceOur advisor ***, gave him a list of items that required repair and prices
Customer returned on 2/specifically to have the recommended repairs
/>
performedPrice was provided on 2/and again on 2/
During the repair process it became evident the oil filter housing was
missing, had not been installed during oil change some where else? The part
cost $131.71. Further, during a rim repair, a tire pressure sensor
$was found damaged due to impact to the rim that needed repair (pothole
or curb)
The additional charges billed were an error on the advisors part and corrected. The
bill he paid was exactly what was quoted both on 2/and 2/before repairs
began
A few days later the customer called stating he was unhappy with the detail,
that the inside of his vents were dirty. He was scheduled to come in on
3/to speak directly with the detail owner. Over the weekend,
the garage door broke and ** *** arrived early for his appointment to find out
*** was not in yet and that the re-detail would have to be
rescheduled.
***, the detail owner, contacted the customer three times on 3/via phone to
schedule a re-detail at no charge*** never received a returned call
In an attempt to satisfy ** *** resolution, *** was reaching out to him again today, March 18th
Kind regards,
*** ***

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, *** **

Complaint:
I am rejecting this response because:The sheet that I was given on 02/22/with total charges includes, $for L/R wheel and vacuum pump gasket, $for serp belts, $for wiper blades, and $for 80K service, $dollars for the detailSince taxes were not included, I'll throw in what I was taxed for on 02/28/14, 120.55= $L/R wheel was fixed for $ L/R wheel cost $ $744.94-381.46=($labor for Vacuum pump gasket) plus $for repaired wheel=$ Now add up $for vacuum pump, $for wiper blades, $for 80K service, $for detail, $for L/R wheel and vacuum pump, plus $for taxes=$Do the math! And next time provide customers with revised total charges especially when there is a potential for savings and not increased charges behind the customers backAnd yes I did sign because once again I had no choice since my vehicle was being held hostageThe incompetent manager would not go below what I was quoted forNext time call the customer for additional repairsDon't charge them double and tell them the total price after the job is doneI gladly see you guys in small claims court
Regards,
Plutarque Destine

Complaint: ***We have not come to an agreeable solutionThe manager Scott is
suggesting things that I've already done such as take the vehicle to a local dealership or return to New Jersey for the vehicle to be evaluated when I live in *** The vehicle is still in my car and it's still running improperlyI am being denied maintenance records for the vehicle which I have brought to his attention on three occasionsThis further substantiate his commitment to not work together through this ordealIt also reinforces that the vehicle was so knowingly with defective issues. I'm very close to the expiration of my powertrain warranty and I'm seeking a refund and am being denied to do soI am truly unhappy with the outcome at this point.
I am rejecting this response because:
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,
*** ***

*** G*** General Manager of Volkswagen of Bridgewater, is personally handling this situationThere has been a delay with registering the vehicle ** *** purchased because the previous owner made an error with the title when turning it inThey are unable to be reached because they're out
of the country until AprilWe obtained the vehicle through the *** *** and they are working diligently with us to assist in getting the title correctedIn the meantime, *** has offered to purchase the vehicle back from ** *** and assist in getting him another car** *** turned the offer down but has received a loaner car from us and accepted our offer to make payments on the vehicle until we are able to complete the registration.This is an unusual situation but feel that we are doing everything we can to resolve this situationSincerely,
*** C***

Complaint: [redacted]
I am rejecting this response because:Please refer to the forwarded email, dated 12/3/14, and the invoices from Open Road and [redacted].
Regards,
[redacted]

As mentioned in the complaint, the vehicle has been serviced poorly in the past and as a result complicates any repairs. Open Road VW of Bridgewater diagnosed the issues reported by [redacted] and did the repairs. Any additional issues need to identified. Scott G[redacted] General Manager of the...

dealership, recommended that the vehicle be brought back and as a courtesy we would look at the car to identify other problems. The repairs done were complete and charged accordingly. We honor our word to to do a courtesy diagnostic but it must be done in a reasonable amount of time. Please contact Scott directly at the dealership to set this up.Sincerely,Missi C[redacted]

[redacted], Service Manager, returned from maternity leave and tried to remedy the situation.  The charges were remedied and we promised to have the detail done for a second time. Although [redacted] has an accent, he communicates with our customers and employees every day. [redacted] will be happy to step in and assist in any way to eliminate any miscommunication. Open Road Auto Group is proud of our 42 years of business and proud of our reputation. We work conscientiously to provide good service and strive for perfection. Saying that we operate like an organized crime  establishment is unfair and unnecessary.
We do not profess to be perfect but we do certainly aim to be. Volkswagen of Bridgewater welcomes [redacted] to contact [redacted] to arrange for the detail appointment.
Kind regards,
[redacted]

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

[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 that. This 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]

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

[redacted], Service Manager of Open Road VW of Bridgewater has addressed this response:The customer clearly states that he agrees the pumpneeded to be replaced and that he autorized it. He furhtr agrees that hiscontaminated fuel caused the repair to be out of his pocket and not covered bypowertrain warranty. After the pump was repalced the car ran fine however thecheck enigne light would not turn off because the car kept producing low fuelpressure codes.  We recommended a fuelsystem cleaning which it sounds like he performed at [redacted]'s.  We advised the customer that if it did notwork he should consider contacting his insurance company because thereplacement of the fuel system is costly. We did not tell him his fuel system needed repalcement for $5700, wesimply prepared him for the possibility. We have seen it before.The customer did not allow us the opportunity to cleanthe fuel system.  The customer took his vehicle elsewhere.  If the fuel cleaning done at [redacted]'s did fixhis concern, then the same would have happened here if we cleaned the fuel system. In any case, the vehicle needed a fuel pump and thecustomer autorized it, we replaced it, customer paid for it.The customer states in his compalint that [redacted]'s did a "simple fuel systemcleaning" for $100 and the car was good as new. However, in his follow up emails, [redacted]'s performed a"fuel system purge, introducing a solventdirectly into the intake manifold." A simple cleaning is adding a bottle of liquid fuel treatment directly into the tank through the gas door. Afuel system purge would require the draining of fuel, cleaning of thefuel system with a liquid cleaner flushed through the system by apressure machine.  The customer states a solvent was introduced directlyinto the intake manifold? How is this possible when the manifold does nothave an access port.  I do notbelieve the customer is clear as to how his fuel system was cleaned at [redacted]'s or is witholding information.When the customer picked up his vehicle heasked [redacted] to give him his bad fuel filter back.  [redacted] told him he could not because the fuel filter was not replaced (in customer's originalcomplaint he states fuel filter, in his follow up complaint he statesfuel pump).  I over heard the conversation and recognized the customerwas mis speaking and wanted the pump. [redacted] immediately got the bad pump for him when he realized as well. Futher [redacted] advised him to consider calling his insurance company only if the cleaning did not workbecause the replacement parts are costly.  Finally, [redacted] advised the customer the check enging light would be on when he picked up andnever stated the car did not run or ran terribly.  [redacted] did advise him that driving it was not a good idea since the sludged up fuel could worsen the condition.The customer admits it needed apump, it was approved and paid. It is our responsibilty to advise our customers of any recommended work needed? How wrong would it be on our part if we did not tell him whatcould possibly be wrong?Regards,[redacted]Service ManagerOpen Road Volkswagen of Bridgewater

I've requested the attention of [redacted], General Manager and [redacted], Service Manager of Open Road Volkswagen for their help finding a resolution. I will respond shortly.Kind regards,[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 vehicle. Before 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 occasions. L/R wheel and vacuum pump gasket before the wheel was fixed, $744.94. 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 expenses. This 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 done. A phone call would have sufficed. on, 02/27/14, approximately around 4:21 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 charges. My wife made contact to [redacted], where she finally told me the price I had not agreed upon. I spoke to her on the 26th and 27th where no mention was made about the oil filter housing and tire sensor. The tire alone cost $381.46, yet was fixed for $89.plus labor. I 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 done. When 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 anymore. 03/10/14, I arrived on time only to be told that they had no knowledge of my appt. I 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 there. I was very disturbed and asked that the manager call me. That same day around 1:44 pm I had received three calls from an unknown number. A man with a thick accent has left a message that I could not understand. I needed my car out of there because the male service rep that was present on 2/28/14 mentioned that they could revert the service that was done and that I'd have to speak to the manager. I was able to bring the price down, but Inside I was deeply dissatisfied and wanted my vehicle out of there pronto. I thought the customer was always right in a situation like this, but the staff over there feels like an organised crime establishment. Next time call the customer, PLEASE! 
Regards,
[redacted]

Upon researching [redacted] claim I can confirm that check # [redacted] in the amount of $212.50 was issued and she will receive it by the end of the week. It is necessary that our accounting department processes the charges and reconciles prior to sending the refund to the customer. Open Road...

Volkswagen complies with the law and appreciates the patience of our customers.
Kind regards,
[redacted]

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

[redacted] General Manager of Volkswagen of Bridgewater, is personally handling this situation. There has been a delay with registering the vehicle [redacted] purchased because the previous owner made an error with the title when turning it in. They are unable to be reached because they're out of...

the country until April. We obtained the vehicle through the [redacted] and they are working diligently with us to assist in getting the title corrected. In the meantime, [redacted] has offered to purchase the vehicle back from [redacted] and assist in getting him another car. [redacted] turned the offer down but has received a loaner car from us and accepted our offer to make payments on the vehicle until we are able to complete the registration.This is an unusual situation but feel that we are doing everything we can to resolve this situation.Sincerely,[redacted]