Ourisman Volkswagen & Subaru

[redacted] first came into our dealer on 06/10/2015 @ 113351 miles and had a bad cell in the battery he bought a battery and we installed it. The next visit was on 09/28/2015 114251 miles and had a failed generator he declined the work. Next time was 01/07/2016 @ 116001 we gave him a goodwill...

battery because he wanted one (generator has not been replaced). [redacted] came in 10/31/16 we tested his battery (see attached) and needed to be charged (generator still not replaced/car not being drove) and then passed. We 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...

Attached is the estimate that for the vehicle. Waldorf Subaru replace the engine and then had to call for a supplement that took 3 weeks to get approved(payment on7/21/2016). As for the threats we have several people that saw it. You [redacted] calmed down after you were told that if you did not the police would be called. I will say at the start there were some communication problems due to the Body shop/Insurance company dropped off the vehicle and we did not have your contact information. Your vehicle now is here and we have had it diagnosed, its is imperative that we find the failure. We found that the CID numbers were good but the ignition count is at 5. The only way this would be at 5 is if the vehicle was "tuned". If you look at the attached file you will see that oil is burnt. When the vehicle arrived to our dealership there was little to no oil in the motor and no external leaks. [redacted] you drove the vehicle 4244 miles. When I talked to you, you were bringing in the car the next day but it arrived 3 days later with the turbo shield in the front seat. It is our conclusion that the engine failure is not due to workmanship but a combination of the "tuning" making the engine work outside of the way it was designed to. There is no coverage for this repair. Have spoke with the manufacture and they agree. I agree that the documentation speaks for its self and you can clearly see that a repair order on 6/13/2016 and it was closed on 08/25/2016 and that's not 3 months. I have spoken with your insurance company and the have the approval times and all. Unfortunately you did have a pretty instinctive repairs total damages of over 15 thousand dollars. With repairs like that it does take time. We repaired the vehicle as per the insurance companies instructions. The estimate attached does not show the supplement of $3469.69. It took a few days for the new parts to be shipped, as soon as they arrived they were installed.Your insurance company will pick up your vehicle as soon as we call them. I estimate it being done by Tuesday the 8th of November.

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 Complaint: [redacted]
I am rejecting this response because:this is honestly humerus. this kinda cap is all I've heard from this place from the beginning. they had my car for 3 months before I went there. and I had to show up there because I got repeatedly hung up on and sent to voicemail and fed a bunch of lies. if they would've done there jobs correctly in the first place I woulda never had to show up and complain. and for them to continously lie should've been expected. nobody 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 3 times I've been there since than lol. this business is a joke and has no clue what there doing. this 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 happens. also 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 place. I'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 vehichle. my car didn't even last 3 weeks from getting it back from them and has now been there for a month and still hasn't even been fully diagnosed. the 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 around. this is honestly unheard of. I've never heard of anybody dealing with a problem like this especially from a dealership. they still have no explanation for my car being there now. my cars probly forgotten about again just like the first time. there 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 taking. Regards,
[redacted]