Ourisman Volkswagen & Subaru

[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 [redacted] , and find that this resolution is satisfactory to me We ran into issues getting the refund check to our bank, but they have finally confirmed the check as of today for deposit Best regards and much thanks, [redacted] ***

The owner did in-fact request the return of his old tires and they were set aside due to the size of the tires and they would not fit into his vehicle MrBarnett was aware of this, unfortunately the tires were scraped after a few days when the clean up crew cleaned the shop The tires only had 40% tread left and I believe that a fair amount to refund would be $tax of 6% included

First I'd like to apologize to [redacted] for her experience with our dealershipMy family has owned our company for over years and though rare whenever I see complaints from the Revdex.com it always pains meI have communicated with all parties involved at our dealership and VW of America corporate officeAfter everything that was told to me I feel that my staff has made the correct decisions to take care of the customers and corporate agreesHowever, [redacted] does feel differently and at the end of the day, the customer is what's most important to usShe should expect a call before the end of today from our Service Manager [redacted] Myself and [redacted] agrees at this point that we should cover the entire cost and comply to the requested Revdex.com resolutionThanks,Wesley G [redacted]

Both complaints have been addressed and here are the actions that has been taken:1) Temp tags were disposed but not destroyedThey is why they got stolenI had a full staff meeting to make sure that doesn't happen againThis incident happened a very long time ago and between now and that meeting no repeat incident has occurredI'm not understanding why the customer does not think I took this seriouslyEspecially after recalling our communications.2) My employee did in fact sign the customers name on our internal loaner formThis form is proof that the customer is allowed use of our loaner vehicle and is to be presented in case an officer requires proof or a accident occursThe employee knows it's not a legal document and was a creation internallyWe made it clear that regardless if he knew that or not it's company policy that this should never happenAlthough he's been a wonderful employee throughout the years with a family of his own I regretfully had to terminate himInitially I was going to give him a written warning but after attorney threats from the customer sadly firing him was my only option and I wish him and his family all the bestI treat all my employees like family and this was a very hard decision to makeCustomer also stated that I did not take this seriouslyI assume this is because I was so short in our communications but I was left with no choiceWhen the threats of attorney's are made, that is where my communications stop[redacted] is officially no longer a owner of the product we sell and is not a customer of our business anymoreI never understood why she had such a negative attitudeWhen she wanted to officially turn in her vehicle for the final time my service manager gave her a day a week and hour a day window to do thisShe wrote to me stating that we don't care about customer service and this window is an unacceptable inconvenienceI share this simply to show you that apparently there wasn't much we can do to make this customer happy

I agree to the $Karla will contact you for the refund

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:this is honestly humerusthis kinda cap is all I've heard from this place from the beginningthey had my car for months before I went thereand I had to show up there because I got repeatedly hung up on and sent to voicemail and fed a bunch of liesif they would've done there jobs correctly in the first place I woulda never had to show up and complainand for them to continously lie should've been expectednobody was ever treatend and this is the first I've ever heard bout cops.if it seriously went like that I don't think I would've been welcomed the past times I've been there since than lolthis business is a joke and has no clue what there doingthis guy john likes to make it seem like hell have you taken care of but can never call and inform me what's going on with my car always guaranteeing me a call back and this and that that never happensalso my car is still currently in there shop because they couldnt do anything right the first time that they had extremely way too long to do the job in the first placeI'm pretty sure any customer would've done the same thing I have when nobody has a clue on what's going on with my vehichlemy car didn't even last weeks from getting it back from them and has now been there for a month and still hasn't even been fully diagnosedthe records don't lie my cars been there way too long for the job that needed to be done and all you have to do is look at the car to see how horrible of a job they've done all aroundthis is honestly unheard ofI've never heard of anybody dealing with a problem like this especially from a dealershipthey still have no explanation for my car being there nowmy cars probly forgotten about again just like the first timethere has been nothing but problems dealing with this company and as a very unhappy customer I have every reason to be upset and to take the actions I'm takingRegards, [redacted]

[redacted] first came into our dealer on 06/10/@ miles and had a bad cell in the battery he bought a battery and we installed itThe next visit was on 09/28/miles and had a failed generator he declined the workNext time was 01/07/@ we gave him a goodwill battery because he wanted one (generator has not been replaced) [redacted] came in 10/31/we tested his battery (see attached) and needed to be charged (generator still not replaced/car not being drove) and then passedWe told the owner to bring the car in and lets us check it (no charge to the owner) and if the charging system was good and battery failed we would refund him, he refused

We sold the business several months ago to The *** GroupThe business is now called *** VW of WaldorfThe General Manager to contact and replace myself in the Revdex.com system is Vince K***I CC'd him to this email as well

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

*** *** Vehicle was delivered to our dealership by *** *** company ON 6/13/2016, We did not receive the ok to do the job till 06/27/2016. Upon disassembling we discovered that the catalyst converter and the turbo had failed (07/11/2016)We called the insurance company
for the new add on repairsWe waited week for the insurance company to come out to inspect we called and they said and inspector will be out in a few daysWe call the owner to let him now. 07/08/*** *** showed up to our dealership and was asking questions about his car, the advisor John went over it with him at one point *** *** became violent and started tell john that he would kick his A** and other things*** *** came with a friend that went over to our female advisor and started to talk dirty to her, she had asked him to stop but he keep on talking to her telling her that she would like it she really wanted she just did know itOn of the other advisors stopped him and got him go outside while *** *** remained yelling at John*** *** was told that we were calling the police, he calmed down and left. On 07/25/We got the ok from the Insurance company (we had to call them) and ordered the partsIt took days for all the parts to get here from ***After making the repairs to the vehicle we discovered that the AC did not work, We called the Insurance Company and the owner to let them knowThere was no way for us to know about the AC before because car would not runAlso vehicle was in a front end accidentThe owner called on 08/22/told us not to worry about the AC he was a mechanic and he would take car of it himselfOwner picked up the car on 08/25/

[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. We ran into issues getting the refund check to our bank, but they have finally confirmed the check as of today for deposit
Best regards and much thanks,
*** ***

The customer returned this vehicle several months ago and was already refundedThe resolution for this complaint was already fulfilledI was notified by *** *** of the Revdex.com that the wrong contact information for our dealership was listed and that's why my response took so
longThe Revdex.com now has my correct information going forward and again, the customer complaint has been resolved.Thanks,Wesley G***Chief Operating Officer***@greenwayautomotive.com###-###-#### Alexandria VW###-###-#### Waldorf VW, Subaru & Mazda

[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 I request the $be sent in the form of a check within 7-business days to the following address:*** *** *** *** Washington DC *** Regards,
*** ***

The owner did in-fact request the return of his old tires and they were set aside due to the size of the tires and they would not fit into his vehicle. MrBarnett was aware of this, unfortunately the tires were scraped after a few days when the clean up crew cleaned the shop
The tires only had 40% tread left and I believe that a fair amount to refund would be $tax of 6% included

Hello,I'm sorry for the delayThough this is the first time knowing about this situation but I handled it right awayApparently the delay was due to a bit of confusion on if the vehicle was paid off or still financed through *** They weren't sure who to send the check toMy office manager did
confirm after taking to the bank that the vehicle is still financed and I am sending a refund check today to ***I have attached a scan of that check for your recordsAgain, on behalf of my staff I am sorry for the delay.Thanks,Wesley G***Chief Operating Officer***@greenwayautomotive.com###-###-#### Alexandria (Direct)###-###-#### Waldorf

I don't understand why my response was rejectedI have addressed *** ***'s two concerns.1) Forging our internal document: I terminated the employee in question*** *** calling in to confirm was completely unnecessary but since this was done I suppose I'll explain in more detailAs I stated in my previous response this employee has a family and has been with us for yearsI didn't want to throw him out on the street immediatelyI am allowing him to complete his pay period while we search for a replacement and allow him to get his affairs in order.2) Stolen temp tags: I held a full staff meeting as I stated in my last responseThis took place quite some time ago and no reports of a repeat incident has occurred since then (over two years)As I recall my interactions with *** *** was quite friendly and I'm a bit confused on why she felt that I didn't careI took immediate actions in that matterAttached is the interaction between myself and *** *** from 12/16/FYI.This will be my final response*** *** is not a customer of our business anymore and the proper actions were taken in regards to her Revdex.com complaintsAs far as comparing us to "Used Car Salesman", the men and woman of our Certified Pre-Owned Department (used car salesman) are wonderful and honest peopleI'm happy that each and every one of them are part of our family

It's a never ending sea of liesThanks for your help!

I agree to the $350.00. Karla will contact you for the refund.

Both complaints have been addressed and here are the actions that has been taken:1) Temp tags were disposed but not destroyed. They is why they got stolen. I had a full staff meeting to make sure that doesn't happen again. This incident happened a very long time ago and between now and that meeting...

no repeat incident has occurred. I'm not understanding why the customer does not think I took this seriously. Especially after recalling our communications.2) My employee did in fact sign the customers name on our internal loaner form. This form is proof that the customer is allowed use of our loaner vehicle and is to be presented in case an officer requires proof or a accident occurs. The employee knows it's not a legal document and was a creation internally. We made it clear that regardless if he knew that or not it's company policy that this should never happen. Although he's been a wonderful employee throughout the years with a family of his own I regretfully had to terminate him. Initially I was going to give him a written warning but after attorney threats from the customer sadly firing him was my only option and I wish him and his family all the best. I treat all my employees like family and this was a very hard decision to make. Customer also stated that I did not take this seriously. I assume this is because I was so short in our communications but I was left with no choice. When the threats of attorney's are made, that is where my communications stop.[redacted] is officially no longer a owner of the product we sell and is not a customer of our business anymore. I never understood why she had such a negative attitude. When she wanted to officially turn in her vehicle for the final time my service manager gave her a 5 day a week and 10 hour a day window to do this. She wrote to me stating that we don't care about customer service and this window is an unacceptable inconvenience. I share this simply to show you that apparently there wasn't much we can do to make this customer happy.

First I'd like to apologize to [redacted] for her experience with our dealership. My family has owned our company for over 20 years and though rare whenever I see complaints from the Revdex.com it always pains me. I have communicated with all parties involved at our dealership and VW of America...

corporate office. After everything that was told to me I feel that my staff has made the correct decisions to take care of the customers and corporate agrees. However, [redacted] does feel differently and at the end of the day, the customer is what's most important to us. She should expect a call before the end of today from our Service Manager [redacted] Myself and [redacted] agrees at this point that we should cover the entire cost and comply to the requested Revdex.com resolution. Thanks,Wesley G[redacted]