Open Road Volkswagen of Bridgewater

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]

Scott G[redacted], 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 resolution.Sincerely,Missi C[redacted]

My apologies for the calls. Open Road Volkswagen does not sell your information to any third party companies. Your information is protected and without your consent we would never do that. We follow very strict laws when it comes to a customers privacy. I will notify the dealership of your...

concerns. If you could identify the businesses that are notifying you we would be happy to help you trouble shoot it. Scott G[redacted] is the General manager of the store and he will oversee the process.Again, my apologies.Sincerely,Missi C[redacted]

Ed R[redacted] General Manager of Open Road Volkswagen, contacted [redacted] regarding this issue. [redacted] has agreed to settle this matter for $900.00. We are mailing the check out this week. Kind regards,Missi C[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]The basis of this complaint was taken very seriously and discussed in great depth. The etch is a service that we find valuable for our customers protecting them from theft. It's a service covered by insurance. Ed R[redacted], General Manager of Volkswagen, spoke to our Executive team and want...

to offer [redacted] the fees back as a good will gesture. Mr R[redacted] has been in touch with [redacted] and resolved the issues. We apologize that your experience was less than perfect. Sincerely,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 12 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, 2014. 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 on. I 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 24 hours later, in top running condition. There was no fueldraining, no fuel filter replacement, and NO PROBLEMS since.How is that possible?I have driven over 1,200 miles in 7 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]

Review: I purchased a 2008 Audi back in November 2013. I was told that my refund check (for DMV resigtration) would be mailed to be within 2 weeks of the auto purchase date. It is over 2 months since I purchased the automobile and still have yet to recieve my money back (200$ +)....

I contacted Open Road on six different occassions and the receptionispt, manager have informed me that the check would be sent. I made my final call on Jan 21,2013 and was quite irritated and have requested to know where my check was. The receptionist informed me that the checked was mailed to me that morning. It has been over one week since my final call to them and still, have no check.

On another note, the check engine light went on in my car confirming that I had an issue with my tire pressure. I therefore decided to take it to a local mechanic wherein he confirmed that my tires were overinflated to 55 PSI's in each tire. Per the auto manual, the maximum amount of PSI's should be 35.... If I were to hit a pot hole, I could have seriously been in a tragic accident as my tires could have posexploded.

My experience at Open Road was horrific. While I was there I also questioned why there were charing me a delivery fee-they could not answer my question even though I informed them that I practice law and that this "delivery fee" charge is only charged on NEW autos, not USED autos.Desired Settlement: I would like my refund check issued by the end of the week, if possible and would really hope that the management office trains their associates to be more professional and honest. Thank you

Business

Response:

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,

Consumer

Response:

[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.]

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

Regards,

Review: 02/22/14, Volks did a diagnostic check and I was told what needed to be repaired. Service rep. [redacted] gave me a list of the total charges. Before I left I asked her how much is the total cost. She mentioned that the total cost was on the paper she gave me. 2/25/14, I bought my car in to be serviced [redacted] also stated that it would take about 10 hrs. to complete the job and gave me a loaner vehicle.The following day she left me a message stating that it was in "regarding my car," and nothing in detail. I was told that the job will take another day or so. 02/27/14, I asked [redacted] to detail the vehicle and that it would cost me $89. I also asked her again how much is the total cost of the service. She still could not answer me and said she would call me back. Before we ended our conversation I specifically told her to leave me a message of how much the total cost would be to repair and detail the vehicle. She called back and left the same message as before, "Regarding your car." Finally I texted my wife and told her to call Volkswagen and to tell [redacted] how much the total cost would be. She finally called back and said the cost would be $2068.22 compared to $744.94 for the left wheel and Vacuum pump Gasket, $268.28 for serp belts, $50.00 wiper blades, and $600 for 80k service. [redacted] managed to have the left rear wheel fixed from $381.48 to $89. Tire air pressure sensor was charged for $176.68, without telling me or without my approval. and I was charged $562.45 for vacuum pump gasket compared to ($744.94, for Vacuum pump and tire.)Yet the tire was repaired for $89. Diagnostic mentioned nothing about the tire sensor nor was I ever told that it needed to be changed. Also the detail job was very poor. The only thing that they managed to remove were the ink stains on the car. On March 8th, I called the service dept. to have the car detailed again, and made an appt. for March 10, at 10:30-11:00 only to be told that the detailing guy was not present.Desired Settlement: I would also like to bring my car to another Volkswagen closer to my area and to have it detailed. I also spoke to the manager at the Volkswagen on 02/26/14, and was able to negotiate the price down to $1842.72. I felt like I was taken advantage of by them not disclosing the additional repairs and trumped up labor hrs that contradicts what was given to me on paper.

Business

Response:

[redacted] came in on 2/22 for a check over, as he had just bought the car from an outside

source. Our advisor [redacted], gave him a list of items that required repair and prices.

Customer returned on 2/25 specifically to have the recommended repairs

performed. Price was provided on 2/22 and again on 2/25.

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

$152.15 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 2/22 and 2/25 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

3/10 to speak directly with the detail owner. Over the weekend,

the garage door broke and [redacted] arrived early for his appointment to find out

[redacted] was not in yet and that the re-detail would have to be

rescheduled.

[redacted], the detail owner, contacted the customer three times on 3/10 via phone to

schedule a re-detail at no charge. [redacted] never received a returned call.

In an attempt to satisfy [redacted] resolution, [redacted] was reaching out to him again today, March 18th.

Kind regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: [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,

Business

Response:

[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,

Consumer

Response:

Review: [redacted]

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 fraudulent. I 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 42 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 vehicle. Diagnostic report mentioned no other repairs, therefore, reimburse me for the additional charges that was done without my approval. I do not trust VW Bridegwater with any future service pertaining to my vehicle.

Regards,

Consumer

Response:

Review: 9965226

I am rejecting this response because:The sheet that I was given on 02/22/14 with total charges includes, $744.94 for L/R wheel and vacuum pump gasket, $268.28 for 2 serp belts, $50.00 for wiper blades, and $600.00 for 80K service, $89 dollars for the detail. Since taxes were not included, I'll throw in what I was taxed for on 02/28/14, 120.55= $1872.77 L/R wheel was fixed for $85. L/R wheel cost $381.48. $744.94-381.46=($363.48 labor for Vacuum pump gasket) plus $85 for repaired wheel=$448.48. Now add up $268.28 for vacuum pump, $50 for wiper blades, $600 for 80K service, $89 for detail, $448.48 for L/R wheel and vacuum pump, plus $120.55 for taxes=$1576.31. 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 back. And yes I did sign because once again I had no choice since my vehicle was being held hostage. The incompetent manager would not go below what I was quoted for. Next time call the customer for additional repairs. Don't charge them double and tell them the total price after the job is done. I gladly see you guys in small claims court.

Regards,

Plutarque Destine

Review: I took my vehicle to be repaired. The next day, [redacted], the service advisor, told me it needed a new fuel pump, and I consented. The day after, [redacted] stated there were still fuel related problems, and I would have to wait 2 more days, as they had no qualified technician until Monday. On day 5, [redacted] stated that the entire fuel system needed to be cleaned, and possibly replaced. He quoted me a price in excess of $5,700.00, and actually encouraged me to get my insurance company involved, I can only assume with the hopes they would pay for these repairs. During all this time, I had been consulting with a close friend, who is VW certified mechanic in [redacted]. We came to the conclusion that this service department was not to be trusted, and I should take my vehicle elsewhere. When I informed [redacted] he should ready my car to be picked up immediately, he told me it would not run. I told him it ran when I drove it in, it better run now. Upon arrival, [redacted] initially refused to produce my fuel filter, which had been replaced, and only did so after the service manager made him. This same service manager informed me Volkswagen was considering paying a portion of my repair, as it is supposed to be covered under the power train warranty. I was not interested in more delays, and by this point was convinced they were acting in bad faith. I left the dealership, and followed my father-in-law over to a nearby qualified mechanic, [redacted], in [redacted], NJ. They immediately inspected the vehicle, did a simple fuel system cleaning, and my car was returned to me in less than 24 hours in top running condition. For this service, I paid $100 cash. My car has run perfectly ever since. I have all documents of this occurence, both from Open Road Volkswagen and [redacted].Desired Settlement: It is outrageous and dramatic how different the 2 service departments acted in terms of this repair.

Open Road suggested I drain and clean the fuel system, and replace the fuel filter. If that didn't work, they also stated that HPFP and Injectors/Lines must be changed, and quoted a price in excess of $5,700.00. [redacted]'s did a simple fuel system purge, for which I paid $100, and my car has run perfectly ever since, which was 9/30/14.

Open Road should compensate me in full for the price of these repairs, $576.30, especially in light of their behavior in this matter.

Business

Response:

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]

Consumer

Response:

[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.]

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,

Consumer

Response:

Review: [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 12 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, 2014. 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 on. I 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 24 hours later, in top running condition. There was no fueldraining, no fuel filter replacement, and NO PROBLEMS since.How is that possible?I have driven over 1,200 miles in 7 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,

Business

Response:

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

Business

Response:

[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

Consumer

Response:

Review: [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,

Review: Dear Sir/Madam,

I am writing to complain about an issue with Open Road Volkswagen of Bridgewater in New Jersey, and hope you could kindly help me to get this problem resolved.

I paid this Volkswagen dealership $1000 deposit through my debt card on 9/6/2014 when I signed the lease for a 2014 Tiguan, after a 3 hour negociation with the saleman [redacted] and the sale manager [redacted] I made sure this deposit was refundable specifically in case the deal fell through before I gave them the money. A week later, [redacted] called and told me everything was fine and I could go pick up the car on 9/27/2014. On 9/27, I was there on time to pick up the car. Ater 1.5 hour waiting, the finance manager came out and told me that my credit wasn't good enough and I had to pay $50 more per month for the lease. Of course I refused and asked for the refund of the $1000 deposit. Both [redacted] and [redacted] confirmed that won't be a problem and the money would be transfered to my account within a month. After a month passed, I called them almost every week, they either told me they'll look into it or asked me to give another week. Now almost 2 months

passed, I still don't have the deposit refunded. And now I was told by [redacted] that I had to go there in person with the receipt before the money could be refunded. But I was there with all the document when I asked for the refund and for the last 2 months they never asked for the receipt. I would think this was another excuse from them to delay or deny the refund of my money. I couldn't trust them any more and hope you could give me help on the returning of my money. Please help me!! I can be reached at [redacted].

I would greatly appreciate for your help.

Sincerely, [redacted]Desired Settlement: Return my deposit ASAP!

Business

Response:

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

Consumer

Response:

[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.]

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

Regards,

Review: I recently purchased a used Acura TL 3.2 L v6 from open road volkswagen in Bridgewater, NJ on or around 2/3/16. During the purchased I agreed to pay all the document fees associated with my purchase. Those fees include title, registration and license plates. The dealership gave me a temporary plate, while they said they would get all of my information in line from the DMV in Pennsylvania. As of today 2/29/16, my temporary plate has been expired for the past week, 2/22/16. I am now forced to break the law and drive to and from work with an expired temporary plate. I have called at least ten times to the dealership and no one seems to help me resolve my issue. I paid almost $1000.00 to this dealership to have them do their job. Every time I call, they ensure that the manager will call me back and they have not called me back, once. I am very upset with their management and the way they decide to handle customers. This is fraudulent behavior on behalf of the business for taking my money and not providing me with what I paid for.Desired Settlement: I want my money back. It was in my power to go to the DMV myself to complete the process required for obtaining correct documentation for my car. Instead I paid money to the dealership, almost $1000.00, to have them do it instead because I simply don't have the time. Now I am forced to break the law. This is deception.

Business

Response:

Scott G[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, Scott 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,Missi C[redacted]

Review: The vehicle a 2003 Jetta was worked on by an independent mechanic and was not serviced properly. So the car was taken to the open road dealer who examined the car and told me it was a wiring problem of the fuel pump which had caused all the dash warning lights to come on and the fuel gage to stop working also the fuel line was bent that it would cost 460.00 to fix, I gave them my my dept number over the phone and paid that amount plus tax. when my sister came to pickup the car they told her a hundred dollars was owed on the car which she paid. when she entered the car she noticed that the check engine light was still on and the gas gage still wasn't working, the mechanic did something to the car and the and the check engine light went off but the gas gage still wasn't working. My sister called me I went up to the dealership and spoke to Scott who told me to bring the car back and they would look at it. My sister has just 5 month ago had open heart surgery and suffers with Diabetes was having some health problem and could not immediately take the car back. On approximately the 13 July 2015 she called to give notice she was bringing the car in and she was told by David that she could not bring her car there for service, I called corporate and was told that they are a franchise of volkswagen and corporate had no authority over them. So my only recourse was to file this complaint to have the repair completed or to get refund of the moneys charged. Which appear to be suspicious in the way they were charged.Desired Settlement: To complete the repairs or refund the moneys paid

Business

Response:

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]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Good morning persuent to out conversation on 29 July 2015 @ 9:15 am I am responding to open roads offer. First they say the work was complete but in fact that is not true since the 2003 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 460.00 dollars which I paid on my debit card, I was told it was the total cost. But when my sister came to pickup the car she was told that there was an additional hundred dollars due. Third 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 repair. What ever the case, the contracted issue has not been completed and they still have a contractual obligation to make repairs to said vehicle.

Regards,[redacted]s

Business

Response:

In response to the repairs, when the vehicle, as mentioned, was brought inthere were multiple warning lights on. When the vehicle was pickedup, the lights were off. In respect to the pricing, [redacted] was quoted aprice not including tax and fees. Upon picking up the vehicle we immediately discounted the entire job $58.The vehicle is in poor mechanical shape and needs more repair. As a one time offer and good will gesture, Open Road Volkswagen of Bridgewater will refund [redacted] $100. If this is acceptable, I ask that she contact Scott G[redacted] directly at the store. We 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[redacted]

Review: I bought a car from this dealer in late August. It is now late September and I still have not received my license plates or my vehicle registration. I called the dealership regarding this issue and was told that I would receive a call back with an answer. This call never came. In fact, when I gave the receptionist my name she had a hard time finding my information in the sales system. My temporary plates expire in two days and I have not received one bit of correspondence from the dealership explaining what is going on or how they plan on resolving this issue.Desired Settlement: I want them to get me my license plates and my vehicle registration ASAP so that I don't run the risk of being pulled over for having expired tags.

Business

Response:

Mr [redacted] plates and registration will be available today for pick up. A 30 day temporary registration is issued at the time of purchase and the time has not expired. You are still within the window of time and there is no need for any concern.

Sincerely,