Open Road Volkswagen of Staten Island

Review: CONDITION OF VEHICLE WAS MISREPRESENTED. We purchased A 2010 JEEP WRANGLER vin # [redacted] (online and over the phone)from Jonathan [redacted] from Open Road Volkswagen Staten Island. We are located in NC. We have e-mails (written statements) from [redacted] dating back to 12/**/13 when [redacted] (owner of Civil Design Concepts, PA) first inquired to [redacted] about the vehicle. E-mail dated 12/**/13 @ 7:59 [redacted] specifically asked: ".....Noticed Jeep appears to have a blemish in plastic bumper cover on front drivers side? Any others of note inside or out?...." E-mail from Jonathan [redacted] 12/**@ 9:08: "To the best of my knowledge, that is the extent of the damage, and that blemish you referred to is minimal (not to trivialize it). When the vehicle arrived by car hauler to Asheville NC there was a huge crack in the hardtop - it appeared that a repair had been attempted. I contacted [redacted] and he turned the complaint over to Omar [redacted] he identified himself as "one of the Managers". On 12/**/13 he confirmed to me in an e-mail that "The crack on the hard top was there since I took the car on trade". So - he acknowledged the damage to the vehicle. [redacted] knowingly misrepresented the condition of the vehicle. On 12/**/13 we experienced heavy rains and the jeep filled with about 2 inches of water in the front floor board. The local body shop said the leak was probably related to the hard top being warped from either being dropped or a partial rollover. The body shop advised replacing the entire hard top and the gaskets that seal it. Total cost $2668.50. [redacted] said they would not replace the hard top to get an estimate on repairing it and he would see what he could do. The repair estimate $840.98. After much discussion Open Road sent a check for half of the repair cost. This is unacceptable. They misrepresented the condition of the vehicle we are asking that they pay to replace the top and gaskets.Desired Settlement: They misrepresented the condition of the vehicle we are asking that they pay to replace the top and gaskets. Body Shop estimate $2668.50

Business

Response:

Upon speaking to [redacted], [redacted] of VW Staten Island, he confirmed that they agreed in good faith to split the cost to repair the hard top and not to replace it. They stand behind their decision and can not meet the desired settlement.

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:

Better Business Response - dated 2/**/14

Open Roads actions were

unethical. The salesperson, [redacted] blatantly lied about the

physical condition of the car. He was specifically asked if there was any

damage to the vehicle and he said no. He didn't say "I haven't

looked at the vehicle", he didn't say I cannot visually inspect the

vehicle. This was his opportunity - he represented that the vehicle had

no other damage. [redacted]

[redacted] asked specifically

"noticed jeep appears to have a blemish in plastic bumper cover on front drivers’

side? Any others of note inside

or out? [redacted] said "to the best of my

knowledge, that is the extent of the damage, and that blemish you referred to

is minimal (not to trivialize it)."

If [redacted]

[redacted] is visually or mentally impaired, I assume the dealership would

have accommodated his disability by having someone else look over his work

and to verbally describe each vehicle to him in great detail so he could

efficiently carry out his duties. Apparently this was not the case.

What other excuse can there be for a Sales Person representing a Dealership to

LIE? I believe we all know the answer to that question. [redacted]

[redacted] and the dealership decided that since the purchaser was in another state

and transacting business by phone and e-mail, in good faith, that they could take advantage of

the situation. [redacted] admitted that the hard top was cracked when he

took the vehicle on trade - so the dealership had an obligation to report the

damage and did not - PERIOD.

Why would they consider

themselves only liable for half of the repair bill – when the dealership

represented the vehicle to have no damage?

We did not agree to their paying half the bill. We did, however, agree to purchase a vehicle

from them in good faith. They

represented that the vehicle had no damage and we took them at their word. Are they a professional dealership or are

they not? The answer to that question is

fairly obvious. At the very least they

owe us the entire cost of the repair $840.98

Sincerely,

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

Sincerely,

Civil Design Con Attn: Kathy Smi

Business

Response:

Open Road VW of Staten Island would like to offer Civil Design the desired settlement of paying the remaining balance of the repair. I have attached a settlement letter that I request be signed and returned to me at the corporate office of Open Road Auto Group, [redacted]. Upon returned receipt a check will be expedited.

Kind regards,

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. I have attached the signed Letter of Settlement and look forward to receiving the remaining balance of the repair in the amount of $415.98.

Sincerely,

Review: I purchased a new vehicle (not a lease) from Volkswagen on 12/**/2014. I discovered that the vehicle had an in-service date of 11/**/2013, which effects both the warranty and maintenance for my vehicle. The dealership where I purchased the vehicle has been sold and I was told to contact Volkswagen Corporate Office, Customer Care Division, ###-###-####.

I had initially contacted VW Customer Care on 11/**/2015 and discussed this matter with a representative by the name of [redacted]. I was advised that [redacted]. works in a call center. He can not receive in-bound calls. He does not have a direct phone extension. He does not have direct email capability. As you can imagine, this makes the receipt for very difficult communication. Furthermore, subsequent calls made to VW Customer Care results in lengthy holding times, in excess of 1 hour.

On 11/**/2015 I sent an email to [redacted], attention Mary J**, whom I was told is a Customer Care Manager, explaining my problem and request that she forward my 11/**/2015 email to the Customer Complaint Department for assignment. It has been over 24 hours and I have not even received a reply from VW acknowledging receipt of my email. Moreover, I have attempted to contact VW on multiple occasions since 11/**/2015 and I have been unsuccessful.Desired Settlement: Update the in-service date of my vehicle to reflect the date I purchased the vehicle.

Business

Response:

[redacted] was contacted by our VW of Manhattan store on 12/**/2015. We are providing him with an extended warranty and a complimentary service. We apologize for any inconvenience.Sincerely,Missi C[redacted]