Open Road Volkswagon of Manhattan

Revdex.com: 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, [redacted]

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 and the matter has been resolved
Sincerely,
*** ***

** *** has been reimbursedThis complaint has been resolved and I was told he would be contacting the Revdex.com to inform you as well
Kind regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# 10148**6, and have determined that my complaint has NOT been resolved because:
No key has been forthcomingFurthermore:
The dealership's response is incorrectI have been back to Open Road Volkswagen Manhattan on four separate occasions since purchasing the car, including May **, when I was given a receipt indicating that a key was being ordered for me, and again on June **, 2014, when I returned to the dealership expecting to have the new key programmedInstead, on June **, I spoke with a *** ***(?), *** *** who laughed and said he had no idea what I was talking aboutWhen I recounted the story to him and, while still at the dealership, also called Volkswagen of America Customer Care, *** *** claimed he would have a key delivered to a more convenient dealership (in ***) the following weekHowever, when I called the second dealership on multiple occasions following *** ***'s promise, I was told repeatedly that no key was ever receivedBTW, I previously have had good experiences with the *** dealership
I have since been in touch with Volkswagen of America Customer Care yet again, regarding the ongoing misrepresentations by the Manhattan dealership and to alert them I had reported the Manhattan dealership to the Revdex.comAs in the past, Volkswagen of America has responded to my complaint, but seems to have virtually no impact on the actions of the dealershipThis is the tail wagging the dog
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We continue to communicate with the *** dealership and await confirmation that they have the keyIt was our intention to make it more convenient for ** *** and not to complicate the issue any moreThe Vice Presidnet of our New York stores is now involved and will see that this issue is resolved once and for all
Kind regards,
*** ***

Revdex.com:
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,
[redacted]

I've reached out to [redacted], VW Manhattan's Director of Service and received the follwing timeline:
First time car came in for service:
size="3">1.The car was dropped off on 5/*/2016 at 8:03am RO# [redacted].
2.Sterling M[redacted] was the service advisor that wrote up the car.
3.The engine was misfiring and the check engine light was on.
4.The customer requested that we change the rear main seal, that was diagnosed on 8/**/2016 at Volkswagen of Mohegan Lake.
5.The customer also requested we do a New York state inspection and check the car over.
6.When the car was inspected for repair the entire lower section of the engine compartment and floor were covered with oil from the rear main seal leaking.
7.There were 8 stored fault codes for misfire. This means that the engine lost vacuum 8 times, in most cases because it was low on oil.
This happened between 8/**/2015 and 5/*/2016, when the car was brought in for repair.
8.The engine repair consisted of removing the transmission and flywheel replacing the rear main seal and reinstalling the transmission and flywheel.
9.The technician followed the test plan with the scan tool, set readiness, and reset service lights car ok.
10.Performed New York state inspection, car passed.
11.Test drove no service lights, car is running to manufacture’s specifications.
Second time car came in with engine issue:
1.The car was towed in 5/*/2016 at 10:22am RO# [redacted]
2.Sterling M[redacted] was the service advisor that wrote up the car.
3.The car would crank but wouldn’t start.
4.When inspecting the engine the technician found that the engine was over filled by 2.5 to 3.0 quarts of oil and the spark plugs were soaked in oil.
5.Our technician removed the upper timing chain cover to inspect the timing chain and tensioner. The tensioner made the chain slip and the timing was off by 90 degrees.
6.After reviewing the engine failure with our Volkswagen QTM Amaury Dosogne, he felt that with the engine overfilled by 2.5 to 3.0 quarts of oil that could have caused the timing chain tensioner to fail and the timing chain to slip. Also running the car low on oil for almost one year, could cause an engine fail.
7.I spoke with the owner’s father and explained that the failure was in a different area of the engine and the possible reasons for the failure.
8.I also told him we would give him a significant discount to compensate for the rear main seal repair that was done on 5/*/2016.
9.The customer declined our offer and had the car towed out.
The attached repair orders can confirm this timeline.
Our technicians are certified by Volkswagen and we stand behind their work. We are willing to work with [redacted] to find a remedy as noted above.
Sincerely,
Missi C[redacted]

We were contacted by Volkswagen Customer Care and we informed them  that we would be more than happy to provide [redacted] with a second key. It wasn't that we wouldn't replace the key but [redacted] was unable to return to our dealership to have the key programmed so we mailed...

it to her local VW dealer which is Volkswagen of  [redacted]. 
We welcome [redacted] back to the dealership in hope of restoring the relationship.
Kind reghards,
[redacted]

Revdex.com:
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,
[redacted]

Review: In August 2013 I purchased a demo 2013 Jetta with approx 9300 miles from Volkswagen of Manhattan. Initially the car was represented as a Certified Pre-Owned car, but then it became merely "Pre-Owned," and finally, at some point during/after the sale transaction, was demoted to merely "Used," with no adjustment in price. In fact, there was never any adjustment to the price; I paid the original price quoted by the salesman. When I picked up the car, it had not been prepped. Unfamiliar with the dashboard, I did not realize there was less than a gallon of gas in the tank, and only 25 lbs of pressure in the tires. The small box I had been given, which I believed contained a second key, contained only a key CHAIN. I subsequently learned that the key to the locking hubs also was missing, such that all the hubs needed to be replaced.When I alerted Volkswagen of Manhattan of these problems, they were indifferent, stating that because the car was "used," these issues were not their problem. New locking hubs cost me $85.00 out of pocket. Nearly a year later we still are arguing over a second ignition key, which they tell me is $300.I have reported these issues to Volkswagen Customer Care multiple times, and whereas they have been responsive and claimed to have made arrangements for me to be given a second, programmed key, the department seems rather toothless; after numerous phone calls and email exchanges, still no key has materialized. I would NEVER purchase another car from this dealership. Based on the apparent ineffectiveness of Customer Care, I would think twice before purchasing another Volkswagen.Desired Settlement: I want a second, programmed key to be provided to me, via another Volkswagen dealership of my choosing. I would like the cost of the replacement hubs, including labor, to be refunded.

Business

Response:

We were contacted by Volkswagen Customer Care and we informed them that we would be more than happy to provide [redacted] with a second key. It wasn't that we wouldn't replace the key but [redacted] was unable to return to our dealership to have the key programmed so we mailed it to her local VW dealer which is Volkswagen of [redacted].

We welcome [redacted] back to the dealership in hope of restoring the relationship.

Kind reghards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# 10148**6, and have determined that my complaint has NOT been resolved because:

No key has been forthcoming. Furthermore:

The dealership's response is incorrect. I have been back to Open Road Volkswagen Manhattan on four separate occasions since purchasing the car, including May **, when I was given a receipt indicating that a key was being ordered for me, and again on June **, 2014, when I returned to the dealership expecting to have the new key programmed. Instead, on June **, I spoke with a [redacted](?), [redacted] who laughed and said he had no idea what I was talking about. When I recounted the story to him and, while still at the dealership, also called Volkswagen of America Customer Care, [redacted] claimed he would have a key delivered to a more convenient dealership (in [redacted]) the following week. However, when I called the second dealership on multiple occasions following [redacted]'s promise, I was told repeatedly that no key was ever received. BTW, I previously have had good experiences with the [redacted] dealership.

I have since been in touch with Volkswagen of America Customer Care yet again, regarding the ongoing misrepresentations by the Manhattan dealership and to alert them I had reported the Manhattan dealership to the Revdex.com. As in the past, Volkswagen of America has responded to my complaint, but seems to have virtually no impact on the actions of the dealership. This is the tail wagging the dog.

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

Sincerely,

Business

Response:

We continue to communicate with the [redacted] dealership and await confirmation that they have the key. It was our intention to make it more convenient for [redacted] and not to complicate the issue any more. The Vice Presidnet of our New York stores is now involved and will see that this issue is resolved once and for all.

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.

Sincerely,

Review: On May [redacted], 2016, my 2010 VW was noted to be leaking oil. I scheduled an appointment with Open Road Volkswagen for May [redacted], at 0730 with service associate, Sterling M[redacted]. I instructed him to diagnose the car, as I would be willing to fix multiple parts. Lastly, I requested a NY State Inspection to be completed. The car was promised to me by the evening of May [redacted]. The car was received on May [redacted], and the total cost for all labor/parts was $3500. Within approximately 10 minutes, my car stalled on the road. The car would not start, would only run on battery. Vehicle was towed back to the Open Road VW of Manhattan on Monday, May [redacted]. As per the service associate, Sterling, he stated that I needed a new engine. He denied that there was any misfires while completing the NY State Inspection, however, this should not be the case. NY State Inspection ensures the driver and the state that the vehicle being tested is safe to be operated on the road. If this were the case, why did my vehicle shut down minutes after a state inspection had been performed. This is true negligence on their part. My car was bought in for repairs to a valve, which required the engine to be taken apart. Minutes after the job had been completed, I am being told that I need a brand new engine. My original bill was $3500. The cost for a new engine would have been $7,900. I have now taken my vehicle out of this shop and have moved it to another.Desired Settlement: I am requesting a full refund for work performed. I am requesting that VW investigates those that are certified to work on their vehicles, those that were specially trained to work on Volkswagen cars. I am requesting that this location be investigated by the Department of Motor Vehicles, as they did not comply with NY State Inspection regulations.

Business

Response:

I've reached out to [redacted], VW Manhattan's Director of Service and received the follwing timeline:First time car came in for service:1.The car was dropped off on 5/*/2016 at 8:03am RO# [redacted].2.Sterling M[redacted] was the service advisor that wrote up the car.3.The engine was misfiring and the check engine light was on.4.The customer requested that we change the rear main seal, that was diagnosed on 8/**/2016 at Volkswagen of Mohegan Lake.5.The customer also requested we do a New York state inspection and check the car over.6.When the car was inspected for repair the entire lower section of the engine compartment and floor were covered with oil from the rear main seal leaking.7.There were 8 stored fault codes for misfire. This means that the engine lost vacuum 8 times, in most cases because it was low on oil. This happened between 8/**/2015 and 5/*/2016, when the car was brought in for repair.8.The engine repair consisted of removing the transmission and flywheel replacing the rear main seal and reinstalling the transmission and flywheel.9.The technician followed the test plan with the scan tool, set readiness, and reset service lights car ok.10.Performed New York state inspection, car passed.11.Test drove no service lights, car is running to manufacture’s specifications.Second time car came in with engine issue:1.The car was towed in 5/*/2016 at 10:22am RO# [redacted] 2.Sterling M[redacted] was the service advisor that wrote up the car.3.The car would crank but wouldn’t start.4.When inspecting the engine the technician found that the engine was over filled by 2.5 to 3.0 quarts of oil and the spark plugs were soaked in oil.5.Our technician removed the upper timing chain cover to inspect the timing chain and tensioner. The tensioner made the chain slip and the timing was off by 90 degrees.6.After reviewing the engine failure with our Volkswagen QTM Amaury Dosogne, he felt that with the engine overfilled by 2.5 to 3.0 quarts of oil that could have caused the timing chain tensioner to fail and the timing chain to slip. Also running the car low on oil for almost one year, could cause an engine fail.7.I spoke with the owner’s father and explained that the failure was in a different area of the engine and the possible reasons for the failure.8.I also told him we would give him a significant discount to compensate for the rear main seal repair that was done on 5/*/2016.9.The customer declined our offer and had the car towed out.The attached repair orders can confirm this timeline. Our technicians are certified by Volkswagen and we stand behind their work. We are willing to work with [redacted] to find a remedy as noted above.Sincerely,Missi C[redacted]

Review: I paid for a new car. When I arrived to pick it up, I discovered it had 529 miles on it; he never mentioned the miles and pretended it made no difference. The sales associate said it had been "swapped" with another dealer on two occasions, so the miles were because it was driven from each location. The sales associate offered me a check for $150 as compensation which I reluctantly accepted but I feel like they sold me a demo car and won't admit it. This was the first new car I bought in 25 years, and I bought new because I wanted to avoid all of the traps and tricks we've all heard about regarding shady car dealers, and also because it would have no history to wonder about. If the sales associate told me about the miles before I paid for it, I would have declined.I also wrote an email to the general manager explaining what happened; it was a present to my daughter, but instead of it being a happy and exciting occasion, the unexplained miles made it awkward and frustrating. I have yet to hear anything back from him.Desired Settlement: Since the car was registered to me and I took delivery of it, I do not believe it can be returned, but they can compensate by extending the warranty; I believe this is fair since the sales associate withheld vital information and extending the warranty costs the dealership virtually nothing.

Business

Response:

[redacted] was aware that we needed to locate the vehicle he wanted and in doing so the car traveled approximately 300 miles to get to NY. Upon it's arrival with approximately 500 miles Open Road VW felt it would be the right thing to offer .20 a mile for the extra miles that appeared on the car. Many times dealerships will transfer vehicles in order to make a sale and miles can add up. [redacted], and [redacted] agreed to the terms and the deal was made. [redacted] returned to the dealership the next day unhappy stating that the car we sold to him was used. Again [redacted] assured him that it was not a used car but had miles because of the locates. [redacted] and [redacted] phoned the dealership together and received confirmation that the car was listed as a new car and it was not used. [redacted] is fully aware that the warranty starts from the mileage stated on the contract and he did not lose any time because of the mileage. Open Road VW of Manhattan stands that the deal made was done honestly and fair. He has a full warranty and we can not offer him anything additional.

Sincerely,

Open Road Auto Group

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]

The dealership took advantage of the fact that I trusted them and paid for the car when I was told it was available without getting written confirmation of the mileage on the odometer. While it is possible that the car was involved in the dealership swaps as [redacted] stated, he was unwilling to let me see the paperwork that confirmed this; I therefore think it is more likely that the car sold to me was a "demo" car. While I not suggesting that anything is wrong with this car per se, every car salesman knows that customers expect a significant discount on a demo car; often, a demo car is refused. Had I been told about the full mileage, I would have refused the car because I bought it as a present to my daughter, which I mentioned to the salesman.

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

Sincerely,

Business

Response:

[redacted] could have refused delivery of his car. A refund would have been issued if he didn't want to take the vehicle. I am checking with our bookkeeping dept to see what address the check was sent to because our records show a check was issued. I will follow up.

Sincerely,

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]

Again, this was absolutely positively not made clear to me. NO ONE SAID I COULD REFUSE DELIVERY OF THE CAR. I had fully paid for it and signed the paperwork. Perhaps this was my right, but I was unaware of this--this is why I will bring an attorney with me when I buy another car in the future. Had I been told I could refuse delivery of the car, this is the option I would have chosen.

Open Road can think of all sorts of things to say one month after the fact but it does not change how they treated me, and it does not change that they sold me a "new" car in name only because it was not registered before but in fact had over 500 miles on it. Every time they respond, there is a now comment like "[redacted] had a full report" when in fact there was no report. There is nothing they can say that will change this fact, and the only course of action I have left is to complain as loudly and publicly as I can so I might prevent one other person having the same problem I did.

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

Sincerely,

Review: So I called Volkswagen to buy a transmission sensor... And they told me there's all type of transmission sensors to bring to car in before work and that they'll run a diagnostic for free so the can sell me the correct part.. So I do that.. I take my car in and when I go to pick it up they tell me they can't give me my car back..That I can't take it home.. Then They tell me that they took my car apart.. And they tell me it's a miracle I made it to to dealer that my car has no fluids.. No transmission fluids no cooling fluids no engine fluids...Which is a lie my car did not arrive like that they drained out all my fluids...My car went in there with 8 gallons of anti freeze because I had just gotten that done a week ago and I changed my oli 3 months ago... So they're saying that I drove my car there with no cooling fluid no transmission fluid and no engine fluid That it's a miracle that I made it there...And that I have to pay 400$ for labor work that I did not authorized And that it's going to cost 6000$ to fix my car so it can run again ..They even took my wheels off...All I wanted want was to buy a sensor and they drain my car and took it apart...And now they won't even give me back my car.. Help me pleaseDesired Settlement: I just want my car back. As I bought it in. With no charge. This practice should not be legal. It is insane something like this can happen. I want to make sure this doesn't happen to anyone else.. Proceed as you see fit.

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: I purchased a vehicle from this dealer in Sept., 2013. They charged me $1500 for a bumper protection as well as an additional $1500 for simonize/scotchguard treatment. When I realized that $3000 was billed, I contacted them on 7/**/2014 and asked for a refund (these are aftermarket items, and I was informed by Volkswagen USA that I was under no obligation to have these services). After two weeks had elapsed since my request, the dealer told me it would be pro-rated because time had elapsed, saying in an e-mail "we will be issuing at check to you in the amount of $1982.36 for the refund on your purchase of 3M and Enviroguard on 09/**/2013." Here are my complaints:

1) As of today, 8/*/2014, almost 5 weeks after my initial refund request, I've received no check or payment.

2) It makes no sense that this refund be pro-rated since it didn't cost the dealership any money, and I deserve the entire amount of $3000.

3) This dealership has a history of non-communication with me going back to the days when I was purchasing the vehicle. A mistake was made by them in drawing up the initial contract, yet their finance dept. did not respond to my telephone calls or e-mails. By the time I was finally contacted, they had completed the contract, essentially without my consent.Desired Settlement: I am asking for a full refund in the amount of $3000, the amount payed for products and services not received.

Business

Response:

[redacted] has been reimbursed. This complaint has been resolved and I was told he would be contacting the Revdex.com to inform you as well.

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.

Sincerely,