Hello, First, it's a joke that the nameless party responding for Diehl stated they would repaint the driver's side door center structural piece "for the Customer at no charge" They've admitted their error (which is undeniable), so I would never be liable for "internal" costs to repair work they performed improperlyDiehl's "internal" cost has no bearing on what a third party would charge me at the retail level to address this matter Second, that Diehl would try to equate the mileage on my vehicle with what they characterize as "tears" (wear) on the outer raised flap of my driver's side seat is ridiculousI know how my car has been used and maintained over its life, Diehl dioes notCarelessness, the same variety that led to the corrosion repair work being handled improperly, is obviously what led to the driver's seat damageThe tech(s) repairing my vehicle either had sharp objects (tools, etc) on them, sitting and moving around on the seat while working on the door, or the seat in question was being used as a work bench for parts, etcat some pointThough Diehl maintains they have "never had any issues of that sort in our history" (damage inflicted upon a customer's vehicle while being in their possession), I would refer you to the complaint filed against Diehl by another customer on 12/11/Though I did not mention it in my initial Revdex.com filing, I brought the seat damage to the attention of a Diehl Toyota sales manager the night I picked my car up (August 11th, just before 9:00pm) to get the matter "on the record"In an aside, a professional third party that I had assess the driver's side seat immediately recognized the damage as cuts, not wearIf Diehl has nothing to hide, then I'm sure they won't mind volunteering the names of the employee/s who worked on my vehicle and give me full access to recordings captured by cameras on the premises Third, Diehl's characterization of their communication with VW's midwest regional manager ("Tamar") gives the impression that my complaint was simply written off by VWThat's absolutely falseI was told by Tamar that they were troubled by my claims and that even though they couldn't help me (payment to Diehl could not be rescinded so the work could be performed properly elsewhere, the seat damage was a secondary non-warranty issue), I was assured that other offices in the organization were taking note of what had gone on with Diehl and that it could contribute to repercussions against them at some point Attached are photos of: - August 12th Email to Corina D*** - Driver's seat flap with damage (seatdamage.jpg) - Driver's side seat flap w/o damage (nootherdamage.jpg) - Middle of driver's side seat (nootherdamage2.jpg) - Written retail estimate for seat (bottom portion) replacement (seatestimate.jpg, seatestimate2.jpg) - Written retail estimate for paint repair (paintestimate.jpg, paintestimate2.jpg) If Diehl refuses to resolve this matter fully and to my satisfaction, I will have my complaint heard in court by Judge [redacted] )The filing fees ($110.00) would be added to the amount I'd seek from DiehlIf forced to, I will also take steps to bring negative publicity upon Diehl for their carelessness and unprofessional business practices (which will cost them much more in the end than it would to resolve this matter) [redacted] *
Ms [redacted] Revdex.com of Western PA Holiday Drive, Suite Pittsburgh, PA RE: Customer Service Issue (Complaint ID: [redacted] Ms [redacted] Please allow for this correspondence to serve as a response for the customer complaint referenced above Customer first came into Diehl Automotive of Robinson on 4/29/with concerns regarding a leak in the Air Conditioning systemOur technicians diagnosed a leak in the rear evaporation system as the cause, and recommended to replace itCustomer then elected to reject the recommendation, and paid for one hour of diagnosis, which is standard business practice Customer then returned on 5/10/16, and elected to have the work done that was suggested on the previous visitWe were able to have her qualify to be covered under a customer care program via Chrysler, which resulted in Customer only paying a $deductible fee Customer then returned on 6/18/with concerns about a loud noise emanating from the rear of the vehicleAt this juncture, Chrysler engineers were brought in to assist in addressing the Customer’s concernsAt this visit, as recommended by the Chrysler engineer, the rear evaporation system was again replaced, as well as the A/C compressorThe Customer paid nothing out of pocket for any of these services Finally, Customer brought her vehicle in again on 6/27/to have the front evaporation system replaced, again as recommended by a Chrysler engineerShe was told the repairs would be completed within three daysShe called the second day, and when she was told the vehicle would not be completed until the next day, she requested her car backWe are confident that this final appointment would have solved the Customer’s issue, but unfortunately were unable to complete the repairs During all of these visits listed above, the Customer was provided with a rental vehicle at no charge to herThis was offered purely as a courtesy to the Customer, in an effort to alleviate the stress the situation was causing At Diehl Automotive of Robinson, we attempt to diagnose and repair all concerns that any customer brings to our attention with the care and professionalism expectedWe certainly sympathize with the Customer on this issue, but as detailed above, we have made every effort to diagnose and repair all of the concerns the Customer hadThis has been an unfortunate situation for all parties involved however, we look forward to assisting the Customer with any future automotive needs she may incurSincerely, Diehl Automotive of Robinson, Inc
This unfortunate set of circumstances began with the oil change that the Customer mentionedWe did change her oil, but what resulted after that was of no fault whatsoever to Diehl AutomotiveThe notes available from the situation that happened over two years ago state that the Customer was told that the reason that the vehicle was leaking oil, after the oil change was completed, was due to a defective seal on the oil filterIt had nothing to do with the installation of the filter, or the quality of work that our expert technicians provided to the CustomerDue to the fact it was a defective part, Chrysler was willing to provide a new engine to the Customer at absolutely no charge to herThe engine provided was a remanufactured engine that came directly from ChryslerIt is standard for this engine to be used in this circumstanceAt no point did we mislead the Customer regarding the timeframe that the engine would be installedWe are always upfront and professional with our customers, and under no circumstances do we mislead any of our customers, especially with serious repairs such as this oneAlthough we sympathize with the Customer regarding this situation, we cannot take responsibility for any of the issues she mentions in her complaintHere at Diehl Automotive, if we make mistakes, we make sure to make them right for the customerHowever, in this scenario, our expert technicians performed at the level we expect, and we stand by them
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.This appears to be a canned response about interest rates issueI am no way concerned about my rateMy problem is that the credit department tan my credit times for a rate I already had via pre-approvalHad I been informed they would have ran it this many times I would have stuck with my pre-approvalThere should be transparency in this process.At this point I would actually like to know what the rate was on all inquires and how the decision was made to keep running my credit a half dozen times Regards, [redacted]
Please allow this to serve as the response to the attached complaint The Customer brought his vehicle into our service department on 7/28, and his car was then immediately put on a rack, in order to assess the vehicles conditionAt that time, pictures of the damage to the undercarriage were taken by the service managerThe Customer makes the accusation that these pictures were not taken until 7/31, however that is not the caseThe pictures were merely e-mailed to the Customer on that dayThey are date stamped on the Service Manager's phone on 7/28, and we invite the Customer to view this evidence for himself The vehicle was driven, as is for the alignment and steering wheel concerns Customer hadIt had to be driven multiple times, because the vehicle was worked on by our master technicians multiple timesThe Service Manager drove the vehicle himself, and took great care of the vehicle while he had it in his possessionAt Diehl Automotive, we never take advantage of vehicles or "joy ride" in any of them, as Customer alleges We acknowledge that no one is perfect, and with that in mind, we always take responsibility for errors we commit, or damage we causeHowever, in this scenario, the Customer's allegations of damage we caused is simply untrue, and we invite the Customer to come in and view the pictorial evidence of such We understand the Customer's frustration with the situation, and we would like to help in any way that we canHowever, as stated above, we cannot take responsibility for damage to a vehicle that we did not cause With all of this said, we look forward to assisting the Customer with any future automotive needs he may incur
10/8/ [redacted] Revdex.com of Western Pennsylvania Holiday Drive Suite Pittsburgh, PA RE: Customer Issue (Complaint ID: [redacted] Ms***, This correspondence will serve as our response to the Customer’s complaint regarding paint damage to her vehicle Customer brought her vehicle into our business with the concern of paint damage on the hood of her Jeep WranglerWe took the car in, and examined itIt is at this time, the damage was revealed to be stains from tree sapIn addition to the two spots on the hood, there were also marks on the front fenders, and roof We attempted to buff out these stains, and it should be noted at this point that there were already signs of an individual not connected with Diehl Automotive attempt to remove the stainsThere were marks from a brillo pad of some sort, which resulted in scratches on the surface of the vehicleAt any rate, we attempted to buff out the stains, at no charge, but the stains were imbedded too deep into the paint, and past the clear coat By going above and beyond in this circumstance, it is apparent that we did not treat the Customer with the disdain she accuses us of doingWe attempted to rectify the situation, but there is only so much that merely buffing can do Customer also states that the terms of her warranty were not made clear to herThis is inaccurateEvery customer receives a full explanation of what their warranty covers, and unfortunately in this situation, natural damage such as this is not coveredWe understand her frustration with the situation, but have no control over the terms of her said warranty If Customer has an issue with Chrysler Corporation, it should be brought to their attentionWe would like to assist the Customer in any way that we can, to help alleviate the stress this situation has broughtIt is our hope that we have the opportunity to fulfill any automotive needs the Customer has in the future, and look forward to working with her Sincerely, Thomas D***, Esq Diehl Automotive
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** ***
September 12, *** *** Revdex.com of Western Pennsylvania Holiday Drive Suite Pittsburgh, PA RE: Customer Issue (Complaint ID: *** Ms***, Please allow this correspondence to serve as our final comment on the complaint referenced above As Customer admits in his response, we did in fact acknowledge our error, and informed him that we would repair it at his earliest convenienceWe strive for perfection at Diehl Automotive, however mistakes do happen, and when we are responsible for them, we always rectify them As it pertains to referencing the mileage on the vehicle as it concerns wear and tear, normally when a vehicle is approaching 100,miles there is significant wear on the interior and exterior of the vehicleThis unfortunately is a natural event which can be prevented to a degree, but it is an inevitabilityWith that said, this by no means indicates the care that the Customer has taken on his vehicle has been subpar It is just an unfortunate fact of a vehicle When the Customer references the statement that nothing of the sort has ever happened here at Diehl, we mean a deliberate and malicious damaging of a customer’s carThat is the type of damage that would have to occur here, due to the fact of the way the splits in the seat are positioned Finally, unfortunately there are no cameras in the body shopHowever, if there were, we are extremely confident that no wrong doing by any of our employees would be proven If the Customer feels the need to take this matter into a different avenue, that is unfortunate, but is well within his right to do soAs referenced above, when mistakes are made that are the fault of Diehl Automotive, we rectify them immediatelyHowever, we simply cannot take responsibility for something that was not the fault of this organization
Please allow this to serve as a response to the attached complaint concerning credit checksWhen the Customer came into our facility to purchase a car, his major concern was to secure a great interest rateThat is a reasonable request, and quite frankly one that we get frequentlyUnfortunately,
the only way to secure the best rate possible is to send requests to more banks to get their interest ratesEven though the Customer was already educated previously on the process, we communicated the process to this Customer.We do not dictate the interest rates that the banks provide us in any way, so the rate the Customer secured was out of our controlAlthough we can sympathize with the Customer on this particular situation, as it can be frustrating to deal with different banks, we were transparent with the Customer, and tried to secure the Customer the lowest interest rate possible, which again was his major concernAs always, we look forward to assisting the Customer with any future automotive needs he may incur
This is a continuation of my 1/25/complaint and I don't care if the dealer or Bob responds or not I just want consumers to BE-AWAREAs I was saying the dealer charged me to repair the etc light and the problem persistedI just took my car to a non dealer and it was the battery all alongI had to call triple a times about this issue and they all said it probably needs a batteryWell the battery was changed and the car runs done nowWhy didn't the dealer diagnose the battery? Car mechanics 101....Desired Outcome: I want Revdex.com to post the entire message so public is aware...dont shorten it this time....these people ripped me of!
Ms*** *** Revdex.com of Western PA Holiday Drive, Suite Pittsburgh, PA RE: Customer Service Issue (Complaint ID: ***) Ms***,
Please allow for this correspondence to serve as a response for the customer complaint referenced above As the Customer stated, he came in to our body shop facility on August 8thHe brought the vehicle to us for warranty rust repairWe made said repairs, and returned the vehicle to the CustomerIt is true that there was an error with how the door shell was paintedIt is also true that we agreed to fix that for the Customer at no charge, which normally would have been approximately an $internal corrective repair However, customer’s claim of damage to the seat is not damage from anything our body shop did whatsoeverIt is readily apparent that this damage is from wear and tear on the vinyl of the seatCustomer’s vehicle has a very high amount of miles, and the tears in the seat are due to constant entering and exiting of the vehicleIn order to have inflicted the damage that Customer is accusing, we would have had to meticulously taken a blade and sliced the seatsWe do not operate in that manner at Diehl Automotive, and have never had any issues of that sort in our history Customer did call Volkswagen Corporate Customer Care, and they in turn contacted usOnce they were told the complete set of circumstances, they closed the complaint, and ended any further investigation into the matter Although we sympathize with the Customer that the vehicle has the wear and tear that it does, we will not take responsibility for issues that we have not caused Sincerely, Diehl Automotive
November 24th, RE: Customer Issue (Complaint ID: ***) Ms*** This correspondence will serve as the response to the issues the Customer has brought up in their original complaintThe summary of the situation is as
follows; Customer’s car was hit while on Diehl Automotive’s lotThe vehicle was never moved from the spot where the Customer placed the vehicle, and this was evidenced by the paint chips laying on the ground directly beside the vehicle where the Customer parked Customer was originally in to have engine work performed when our technicians went to move the car into the service garage, the damage was noticed, and after calling the Customer, a police report was filedAfter reviewing the footage from the security cameras for over six hours, there was no further evidence regarding who was responsible for the damageIt is at this point the Customer asserted he did not have full insurance coverage, and only carried liability coverage After the damage was discovered, and even though Diehl Automotive has absolutely no liability regarding the damage, we offered as a gesture of goodwill, to do the work at no cost to the CustomerThe estimate to do the required repairs was $3,The Customer was not satisfied with this solution, and indicated that he would rather take his vehicle to a different Body ShopThere was no solution the Customer would accept other than the check for the amount above We then proceeded to contact the Body Shop which the Customer sought to take his vehicleIt was at this point that arrangements were made with the other Shop as follows; Diehl Automotive would supply the parts to the Body Shop, and that additionally, there would be an agreed upon labor rate reductionAfter these arrangements were made, we were contacted by *** Insurance to find out that the Customer opted to file a claim regarding the damage After filing the claim with his insurance provider, Customer submitted a complaint to the Revdex.com requesting full payment of the estimate when he is likely receiving that amount from his insurance provider Customer’s accusations that Diehl Automotive is arbitrarily raising the repair cost are simply inaccurate. Customer’s initial estimate of approximately $1,was just to replace the head gaskets that customer provided. Customer was made aware that this will likely not resolve all issue he was experiencing with the engineAfter we saw the engine, additional work was required and the cheapest solution was obtained. Customer declined some recommended work and we sublet authorized repairs to the engine. After a discount, Customer owes $1,for the work he has authorized to this pointWe continue to try to work with the Customer regarding this situation, as the vehicle is still on our property, and has required more engine work, which the Customer has approvedWe are fully confident that an amicable resolution will be reached with the Customer, and we will both move forward from this unfortunate set of circumstances Sincerely, Thomas D***, Esq Diehl Automotive
This all started July 20th at Deihl automotive of RobinsonI took may car there for an alignmentI was told there was bent or damaged componentsI was told my brand new car must have been in an accident or hit curb or gone off the road in grassI was in complete shock and awe that the service guy Chris R*** was telling me thisHis exact words were "there is something bent, engine cradle/frame the alignment can not be adjusted"He then handed me the paper work as I protested the fact there was nothing wrong with my car. He then gave me Rich G*** name and said I needed to contact him at the Butler PA dealership, where I had purchased the vehicle.. After several calls and days went by I finally was able to reach out to the dealership and set up an appointment for July 28thI dropped the car off around 11amDeihl automotive called me around 4pm to say the alignment was done with no issues, and the needed more time with the car for a computer issueThere was no mention of damage to the car thenJuly the dealership calls and says that they can't fix the computer issue without a larger jump drive and they need to keep the car over the weekendMonday July the dealership calls me and says they could not fix the computer issues and ask if that is ok, I responded yes that's fine however if you're going to have the car another day please change the oil so that do not need to make any more unnecessary tripsThe dealership agreed to change the oil, again with no mention of any type of damage or mention of photos of damage. Aug 1st I arrived at the dealership around 830am to pick up my carWhen I went inside the service department I was informed of the computer issues and apologized to about them being unable to fix the issueAt that time Stephen B*** service tech says "oh by the way we took some pictures of some scratches underneath the car, would you like me email to you"? I immediately went outside to inspect the car, saw the damage and then immediately went back inside and protested that the damage was not there prior to them servicing the vehicleI requested that the photos be emailed to me immediately for my records. The damage may have not happened when they drove my car, however it did happen while in their possessionWhether it was from the rack when they pulled it up on, or from whoever drove the car. When I returned from Deihl of Robinson July 21st I preformed a full visual and video inspection of the carThere was no damage what so ever, any where! I have already spoken with Dodge CorpThey have said miles driven for an alignment is unacceptableNo one there had to drive it several times to make sure it was fixed. Someone there drove my car, damaged my car
Please allow this correspondence to serve as response to the complaint referenced in the complaint hubThis unfortunate incident began when the Customer had new tires put on his vehicle the week prior to visiting Diehl AutomotiveDiehl Automotive had absolutely nothing to do with the tires
being put on the vehicle, and cannot speak for the company that performed the work.With that said, the Customer had his car towed into our facility with four (4) of five (5) tire studs snapped off, with the tire barely attached to the vehicleThis is a sign that, after the new tires were put on the vehicle, the lug nuts were either fastened to tightly or to looselyAgain, as referenced above, that was work performed by another company unrelated to Diehl AutomotiveIt was determined by our technicians, who are master technicians and trained to the highest level possible, that there was likely tire hub damage to the vehicle as wellIt should be stated at this point that representative from Diehl Automotive had attempted to call the Customer multiple times, and did not make contact with the CustomerThe representation that we did not do this in inaccurate, as we adhere to a strict process with our service department.It is at this point that the Customer asked if the damage to the hub would be covered under the *** warranty he had purchasedWhile normally, a tire hub would be covered under the *** warranty the Customer purchased, due to the fact that the hub damage was a direct result of the tire studs snapping, it would not be coveredThis was explained to the Customer, but he insisted we callThe service writer hung up with the Customer and called ***, but before the service writer could complete the call to ***, the Customer called himselfThe Customer did not fully explain the situation to ***, and because wheel hubs are normally covered, the Customer was told they would be coveredUnfortunately, the Customer did not provide the information accurately to ***, so he was not given an accurate responseThe writer continued to verify that the tire hub would not be covered in this particular situation, and that information was relayed to the CustomerIn addition, the reason that the Customer was told that no one from Diehl Automotive had called ***, was due to the fact that the service writer was currently on the phone with a *** representative while the Customer was also speaking to themAt Diehl Automotive we strive to give our customers the best experience possible, by being honest and transparent with all of our customers. Although this is a frustrating and unfortunate situation, we look forward to assisting the Customer with any automotive needs they may incur in the future
Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: Customer Service Issue (Complaint ID: [redacted]) Ms. [redacted] Please allow for this correspondence to serve as...
a response to the customer issue referenced above. Customer brought her vehicle in on July 29th, 2016 with the concerns about the speedometer in the vehicle “coming and going” as well as a possible air condition system malfunction. Customer, as she referenced in her filed complaint, was informed that a proper diagnosis would take up to four (4) hours to complete. The Customer approved of this diagnosis and attached fee thereto. The service writer informed her after forty-five (45) minutes that a code populated on the vehicle which made it apparent that the problem was electrical in nature. This is a general code, and does not give an answer regarding why a vehicle is not performing to standards. With this in mind, as the Customer stated in her complaint, she was informed that further diagnosis was required in order to pinpoint the problem. The service writer was simply keeping the Customer updated on the progress of the vehicle, not insinuating that the problem was fully diagnosed. After the problem was specifically diagnosed, the Customer was informed of the cost to repair the vehicle, and she declined to have the work done. However, she was still responsible for the charges that she already approved, which resulted in four (4) hours of diagnostic work for a total of $467.05. It should be noted that the vehicle was taken in at 8:44 AM, and taken out of our service department bay at 3:58 PM, which equals more than four (4) hours of diagnosis. However, due to the fact she was promised no more than four (4) hours, we did not charge her the extra time that was required. As outlined above, at Diehl Automotive, we take every customer concern seriously, and ensure that every problem is properly diagnosed. We treat every customer that walks in our doors with the professionalism and courtesy that is expected. While we certainly sympathize with the Customer in this unfortunate situation, we operated in a fashion that was honest and upfront throughout her visit. With this is mind, we look forward to the opportunity of assisting the Customer with any future automotive needs she may incur. Sincerely, Diehl Automotive
Please allow this to serve as the response to the attached complaint. The Customer brought his vehicle into our service department on 7/28, and his car was then immediately put on a rack, in order to assess the vehicles...
condition. At that time, pictures of the damage to the undercarriage were taken by the service manager. The Customer makes the accusation that these pictures were not taken until 7/31, however that is not the case. The pictures were merely e-mailed to the Customer on that day. They are date stamped on the Service Manager's phone on 7/28, and we invite the Customer to view this evidence for himself. The vehicle was driven, as is normal for the alignment and steering wheel concerns Customer had. It had to be driven multiple times, because the vehicle was worked on by our master technicians multiple times. The Service Manager drove the vehicle himself, and took great care of the vehicle while he had it in his possession. At Diehl Automotive, we never take advantage of vehicles or "joy ride" in any of them, as Customer alleges. We acknowledge that no one is perfect, and with that in mind, we always take responsibility for errors we commit, or damage we cause. However, in this scenario, the Customer's allegations of damage we caused is simply untrue, and we invite the Customer to come in and view the pictorial evidence of such. We understand the Customer's frustration with the situation, and we would like to help in any way that we can. However, as stated above, we cannot take responsibility for damage to a vehicle that we did not cause. With all of this said, we look forward to assisting the Customer with any future automotive needs he may incur.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To Whom It May Concern,I am still very unsatisfied with this response, but I can see that Diehl is not going to stand up and show that they are accountable. As I have stated previously, I did not leave my van at the last appointment because it was supposed to be done in 3 days, when I called them after it was there already for 2 days to see what progress has been made, they told me they DID NOT EVEN BEGIN TO WORK ON IT. At that time, Brad the service manager said that appt times are not the times they do the work (whatever that means), just that they will have it done when they say. And at the time it was supposed to be done the next day- but they told me it would have to stay for at least another week (and they still weren't sure), that was if they didn't run into any more problems. They definitely did not assure me that this would be the FINAL FIX at any time. I had to take it because I was leaving for vacation the next week & wanted to take my van on the trip. That is why I started this process in April. NEVER did I imagine that I would still be taking it to the dealer in July just to have the air fixed. Over 3 months is just crazy!!!The Chrysler engineer was not sure how to fix it either. They tried the "flush" which he suggested and that did not work. Still broken. There were 2 other things to "try" as they put it- but again, not at anytime did they say this would fix the problem, in fact, Brad kept telling me that they were truly unsure why they could not get rid of the sounds it was making or what was causing them (that is why they called the engineer in the first place, because they didn't know what else to do).And the "other dealer" suggesting that it still needed $1000 worth of work was a Chrysler dealer also. I don't know how two Chrysler dealers can be so different? How am I supposed to know who to believe? I am just trusting them to do what is right to fix my car. They are supposed to be the experts.All I know is that this was a disaster from start to finish, I knew it would be from the first day when I went in and the service advisor eating pizza while talking to me from behind his desk, told me they were way behind because their lunch came late, so they wouldn't be able to get my van in for another 45 mins after scheduled appt time. It was just ridiculous! I would never tell that to a customer. Their late lunch is not my problem, but I could see then how they conducted business. It was Chrysler that told me I had to go to the dealer. I just want them to be held accountable for what they did to my van and how they treated me. I wasted a lot of time on them this summer.My last 3 cars were all Chrysler, but sadly, never again. It is a shame. I will spread the word on Diehl automotive treats its customers. I do not believe anything can be done to resolve this. I am stuck with a van that has more problems now than it did when I took it in to be fixed, AND the original problem is still not even fixed. I would just like the Revdex.com to note the bad service and attitude that I received from this dealer.Thank you for your time.
Regards,
[redacted]
Hello, First, it's a joke that the nameless party responding for Diehl stated they would repaint the driver's side door center structural piece "for the Customer at no charge". They've admitted their error (which is undeniable), so I would never be liable for "internal" costs to repair work they performed improperly. Diehl's "internal" cost has no bearing on what a third party would charge me at the retail level to address this matter. Second, that Diehl would try to equate the mileage on my vehicle with what they characterize as "tears" (wear) on the outer raised flap of my driver's side seat is ridiculous. I know how my car has been used and maintained over its life, Diehl dioes not. Carelessness, the same variety that led to the corrosion repair work being handled improperly, is obviously what led to the driver's seat damage. The tech(s) repairing my vehicle either had sharp objects (tools, etc) on them, sitting and moving around on the seat while working on the door, or the seat in question was being used as a work bench for parts, etc. at some point. Though Diehl maintains they have "never had any issues of that sort in our history" (damage inflicted upon a customer's vehicle while being in their possession), I would refer you to the complaint filed against Diehl by another customer on 12/11/2015. Though I did not mention it in my initial Revdex.com filing, I brought the seat damage to the attention of a Diehl Toyota sales manager the night I picked my car up (August 11th, just before 9:00pm) to get the matter "on the record". In an aside, a professional third party that I had assess the driver's side seat immediately recognized the damage as cuts, not wear. If Diehl has nothing to hide, then I'm sure they won't mind volunteering the names of the employee/s who worked on my vehicle and give me full access to recordings captured by cameras on the premises. Third, Diehl's characterization of their communication with VW's midwest regional manager ("Tamar") gives the false impression that my complaint was simply written off by VW. That's absolutely false. I was told by Tamar that they were troubled by my claims and that even though they couldn't help me (payment to Diehl could not be rescinded so the work could be performed properly elsewhere, the seat damage was a secondary non-warranty issue), I was assured that other offices in the organization were taking note of what had gone on with Diehl and that it could contribute to repercussions against them at some point. Attached are photos of: - August 12th Email to Corina D[redacted] - Driver's seat flap with damage (seatdamage.jpg) - Driver's side seat flap w/o damage (nootherdamage.jpg) - Middle of driver's side seat (nootherdamage2.jpg) - Written retail estimate for seat (bottom portion) replacement (seatestimate.jpg, seatestimate2.jpg) - Written retail estimate for paint repair (paintestimate.jpg, paintestimate2.jpg) If Diehl refuses to resolve this matter fully and to my satisfaction, I will have my complaint heard in court by Judge [redacted]). The filing fees ($110.00) would be added to the amount I'd seek from Diehl. If forced to, I will also take steps to bring negative publicity upon Diehl for their carelessness and unprofessional business practices (which will cost them much more in the end than it would to resolve this matter). [redacted]
*
Please find response attachedMs. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: Customer Service Issue (Complaint ID: [redacted]) Ms. [redacted] Please allow for this correspondence to serve as the final response to the customer complaint referenced above. In the previous correspondence, the timeline was detailed for this particular situation, along with the details of each visit. In that timeline, it is made apparent that Diehl Automotive made every effort to alleviate the concerns that the Customer had. It also details that Customer did not allow us to complete the repairs on her vehicle on her last appointment.As Customer acknowledges, corporate Chrysler engineers were involved with the diagnosis of the vehicle. These engineers are considered the pinnacle in Chrysler products, and at the juncture they were involved, the technicians were following their recommendations. Diehl Automotive cannot, and will not, speak for any other automotive shops opinion on this issue. The only individuals we give deference to are the Chrysler certified professionals that we employ at our location. With that said, we will not address anything that another business said regarding this issue. Finally, to insinuate that Diehl Automotive takes amount of payment for repairs into consideration when assisting customers is entirely inaccurate, and not a depiction of the character of our business in any form. Again, this has been an unfortunate situation for all parties involved, but as with all individuals that walk into our doors, we look forward to assisting the Customer with any automotive needs she may incur in the future. Sincerely, Diehl Automotive of Robinson, Inc.
Hello, First, it's a joke that the nameless party responding for Diehl stated they would repaint the driver's side door center structural piece "for the Customer at no charge" They've admitted their error (which is undeniable), so I would never be liable for "internal" costs to repair work they performed improperlyDiehl's "internal" cost has no bearing on what a third party would charge me at the retail level to address this matter Second, that Diehl would try to equate the mileage on my vehicle with what they characterize as "tears" (wear) on the outer raised flap of my driver's side seat is ridiculousI know how my car has been used and maintained over its life, Diehl dioes notCarelessness, the same variety that led to the corrosion repair work being handled improperly, is obviously what led to the driver's seat damageThe tech(s) repairing my vehicle either had sharp objects (tools, etc) on them, sitting and moving around on the seat while working on the door, or the seat in question was being used as a work bench for parts, etcat some pointThough Diehl maintains they have "never had any issues of that sort in our history" (damage inflicted upon a customer's vehicle while being in their possession), I would refer you to the complaint filed against Diehl by another customer on 12/11/Though I did not mention it in my initial Revdex.com filing, I brought the seat damage to the attention of a Diehl Toyota sales manager the night I picked my car up (August 11th, just before 9:00pm) to get the matter "on the record"In an aside, a professional third party that I had assess the driver's side seat immediately recognized the damage as cuts, not wearIf Diehl has nothing to hide, then I'm sure they won't mind volunteering the names of the employee/s who worked on my vehicle and give me full access to recordings captured by cameras on the premises Third, Diehl's characterization of their communication with VW's midwest regional manager ("Tamar") gives the impression that my complaint was simply written off by VWThat's absolutely falseI was told by Tamar that they were troubled by my claims and that even though they couldn't help me (payment to Diehl could not be rescinded so the work could be performed properly elsewhere, the seat damage was a secondary non-warranty issue), I was assured that other offices in the organization were taking note of what had gone on with Diehl and that it could contribute to repercussions against them at some point Attached are photos of: - August 12th Email to Corina D*** - Driver's seat flap with damage (seatdamage.jpg) - Driver's side seat flap w/o damage (nootherdamage.jpg) - Middle of driver's side seat (nootherdamage2.jpg) - Written retail estimate for seat (bottom portion) replacement (seatestimate.jpg, seatestimate2.jpg) - Written retail estimate for paint repair (paintestimate.jpg, paintestimate2.jpg) If Diehl refuses to resolve this matter fully and to my satisfaction, I will have my complaint heard in court by Judge [redacted] )The filing fees ($110.00) would be added to the amount I'd seek from DiehlIf forced to, I will also take steps to bring negative publicity upon Diehl for their carelessness and unprofessional business practices (which will cost them much more in the end than it would to resolve this matter) [redacted] *
Ms [redacted] Revdex.com of Western PA Holiday Drive, Suite Pittsburgh, PA RE: Customer Service Issue (Complaint ID: [redacted] Ms [redacted] Please allow for this correspondence to serve as a response for the customer complaint referenced above Customer first came into Diehl Automotive of Robinson on 4/29/with concerns regarding a leak in the Air Conditioning systemOur technicians diagnosed a leak in the rear evaporation system as the cause, and recommended to replace itCustomer then elected to reject the recommendation, and paid for one hour of diagnosis, which is standard business practice Customer then returned on 5/10/16, and elected to have the work done that was suggested on the previous visitWe were able to have her qualify to be covered under a customer care program via Chrysler, which resulted in Customer only paying a $deductible fee Customer then returned on 6/18/with concerns about a loud noise emanating from the rear of the vehicleAt this juncture, Chrysler engineers were brought in to assist in addressing the Customer’s concernsAt this visit, as recommended by the Chrysler engineer, the rear evaporation system was again replaced, as well as the A/C compressorThe Customer paid nothing out of pocket for any of these services Finally, Customer brought her vehicle in again on 6/27/to have the front evaporation system replaced, again as recommended by a Chrysler engineerShe was told the repairs would be completed within three daysShe called the second day, and when she was told the vehicle would not be completed until the next day, she requested her car backWe are confident that this final appointment would have solved the Customer’s issue, but unfortunately were unable to complete the repairs During all of these visits listed above, the Customer was provided with a rental vehicle at no charge to herThis was offered purely as a courtesy to the Customer, in an effort to alleviate the stress the situation was causing At Diehl Automotive of Robinson, we attempt to diagnose and repair all concerns that any customer brings to our attention with the care and professionalism expectedWe certainly sympathize with the Customer on this issue, but as detailed above, we have made every effort to diagnose and repair all of the concerns the Customer hadThis has been an unfortunate situation for all parties involved however, we look forward to assisting the Customer with any future automotive needs she may incurSincerely, Diehl Automotive of Robinson, Inc
This unfortunate set of circumstances began with the oil change that the Customer mentionedWe did change her oil, but what resulted after that was of no fault whatsoever to Diehl AutomotiveThe notes available from the situation that happened over two years ago state that the Customer was told that the reason that the vehicle was leaking oil, after the oil change was completed, was due to a defective seal on the oil filterIt had nothing to do with the installation of the filter, or the quality of work that our expert technicians provided to the CustomerDue to the fact it was a defective part, Chrysler was willing to provide a new engine to the Customer at absolutely no charge to herThe engine provided was a remanufactured engine that came directly from ChryslerIt is standard for this engine to be used in this circumstanceAt no point did we mislead the Customer regarding the timeframe that the engine would be installedWe are always upfront and professional with our customers, and under no circumstances do we mislead any of our customers, especially with serious repairs such as this oneAlthough we sympathize with the Customer regarding this situation, we cannot take responsibility for any of the issues she mentions in her complaintHere at Diehl Automotive, if we make mistakes, we make sure to make them right for the customerHowever, in this scenario, our expert technicians performed at the level we expect, and we stand by them
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.This appears to be a canned response about interest rates issueI am no way concerned about my rateMy problem is that the credit department tan my credit times for a rate I already had via pre-approvalHad I been informed they would have ran it this many times I would have stuck with my pre-approvalThere should be transparency in this process.At this point I would actually like to know what the rate was on all inquires and how the decision was made to keep running my credit a half dozen times Regards, [redacted]
Please allow this to serve as the response to the attached complaint The Customer brought his vehicle into our service department on 7/28, and his car was then immediately put on a rack, in order to assess the vehicles conditionAt that time, pictures of the damage to the undercarriage were taken by the service managerThe Customer makes the accusation that these pictures were not taken until 7/31, however that is not the caseThe pictures were merely e-mailed to the Customer on that dayThey are date stamped on the Service Manager's phone on 7/28, and we invite the Customer to view this evidence for himself The vehicle was driven, as is for the alignment and steering wheel concerns Customer hadIt had to be driven multiple times, because the vehicle was worked on by our master technicians multiple timesThe Service Manager drove the vehicle himself, and took great care of the vehicle while he had it in his possessionAt Diehl Automotive, we never take advantage of vehicles or "joy ride" in any of them, as Customer alleges We acknowledge that no one is perfect, and with that in mind, we always take responsibility for errors we commit, or damage we causeHowever, in this scenario, the Customer's allegations of damage we caused is simply untrue, and we invite the Customer to come in and view the pictorial evidence of such We understand the Customer's frustration with the situation, and we would like to help in any way that we canHowever, as stated above, we cannot take responsibility for damage to a vehicle that we did not cause With all of this said, we look forward to assisting the Customer with any future automotive needs he may incur
10/8/ [redacted] Revdex.com of Western Pennsylvania Holiday Drive Suite Pittsburgh, PA RE: Customer Issue (Complaint ID: [redacted] Ms***, This correspondence will serve as our response to the Customer’s complaint regarding paint damage to her vehicle Customer brought her vehicle into our business with the concern of paint damage on the hood of her Jeep WranglerWe took the car in, and examined itIt is at this time, the damage was revealed to be stains from tree sapIn addition to the two spots on the hood, there were also marks on the front fenders, and roof We attempted to buff out these stains, and it should be noted at this point that there were already signs of an individual not connected with Diehl Automotive attempt to remove the stainsThere were marks from a brillo pad of some sort, which resulted in scratches on the surface of the vehicleAt any rate, we attempted to buff out the stains, at no charge, but the stains were imbedded too deep into the paint, and past the clear coat By going above and beyond in this circumstance, it is apparent that we did not treat the Customer with the disdain she accuses us of doingWe attempted to rectify the situation, but there is only so much that merely buffing can do Customer also states that the terms of her warranty were not made clear to herThis is inaccurateEvery customer receives a full explanation of what their warranty covers, and unfortunately in this situation, natural damage such as this is not coveredWe understand her frustration with the situation, but have no control over the terms of her said warranty If Customer has an issue with Chrysler Corporation, it should be brought to their attentionWe would like to assist the Customer in any way that we can, to help alleviate the stress this situation has broughtIt is our hope that we have the opportunity to fulfill any automotive needs the Customer has in the future, and look forward to working with her Sincerely, Thomas D***, Esq Diehl Automotive
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** ***
September 12, *** *** Revdex.com of Western Pennsylvania Holiday Drive Suite Pittsburgh, PA RE: Customer Issue (Complaint ID: *** Ms***, Please allow this correspondence to serve as our final comment on the complaint referenced above As Customer admits in his response, we did in fact acknowledge our error, and informed him that we would repair it at his earliest convenienceWe strive for perfection at Diehl Automotive, however mistakes do happen, and when we are responsible for them, we always rectify them As it pertains to referencing the mileage on the vehicle as it concerns wear and tear, normally when a vehicle is approaching 100,miles there is significant wear on the interior and exterior of the vehicleThis unfortunately is a natural event which can be prevented to a degree, but it is an inevitabilityWith that said, this by no means indicates the care that the Customer has taken on his vehicle has been subpar It is just an unfortunate fact of a vehicle When the Customer references the statement that nothing of the sort has ever happened here at Diehl, we mean a deliberate and malicious damaging of a customer’s carThat is the type of damage that would have to occur here, due to the fact of the way the splits in the seat are positioned Finally, unfortunately there are no cameras in the body shopHowever, if there were, we are extremely confident that no wrong doing by any of our employees would be proven If the Customer feels the need to take this matter into a different avenue, that is unfortunate, but is well within his right to do soAs referenced above, when mistakes are made that are the fault of Diehl Automotive, we rectify them immediatelyHowever, we simply cannot take responsibility for something that was not the fault of this organization
Please allow this to serve as a response to the attached complaint concerning credit checksWhen the Customer came into our facility to purchase a car, his major concern was to secure a great interest rateThat is a reasonable request, and quite frankly one that we get frequentlyUnfortunately,
the only way to secure the best rate possible is to send requests to more banks to get their interest ratesEven though the Customer was already educated previously on the process, we communicated the process to this Customer.We do not dictate the interest rates that the banks provide us in any way, so the rate the Customer secured was out of our controlAlthough we can sympathize with the Customer on this particular situation, as it can be frustrating to deal with different banks, we were transparent with the Customer, and tried to secure the Customer the lowest interest rate possible, which again was his major concernAs always, we look forward to assisting the Customer with any future automotive needs he may incur
This is a continuation of my 1/25/complaint and I don't care if the dealer or Bob responds or not I just want consumers to BE-AWAREAs I was saying the dealer charged me to repair the etc light and the problem persistedI just took my car to a non dealer and it was the battery all alongI had to call triple a times about this issue and they all said it probably needs a batteryWell the battery was changed and the car runs done nowWhy didn't the dealer diagnose the battery? Car mechanics 101....Desired Outcome: I want Revdex.com to post the entire message so public is aware...dont shorten it this time....these people ripped me of
!
Ms*** *** Revdex.com of Western PA Holiday Drive, Suite Pittsburgh, PA RE: Customer Service Issue (Complaint ID: ***) Ms***,
Please allow for this correspondence to serve as a response for the customer complaint referenced above As the Customer stated, he came in to our body shop facility on August 8thHe brought the vehicle to us for warranty rust repairWe made said repairs, and returned the vehicle to the CustomerIt is true that there was an error with how the door shell was paintedIt is also true that we agreed to fix that for the Customer at no charge, which normally would have been approximately an $internal corrective repair However, customer’s claim of damage to the seat is not damage from anything our body shop did whatsoeverIt is readily apparent that this damage is from wear and tear on the vinyl of the seatCustomer’s vehicle has a very high amount of miles, and the tears in the seat are due to constant entering and exiting of the vehicleIn order to have inflicted the damage that Customer is accusing, we would have had to meticulously taken a blade and sliced the seatsWe do not operate in that manner at Diehl Automotive, and have never had any issues of that sort in our history Customer did call Volkswagen Corporate Customer Care, and they in turn contacted usOnce they were told the complete set of circumstances, they closed the complaint, and ended any further investigation into the matter Although we sympathize with the Customer that the vehicle has the wear and tear that it does, we will not take responsibility for issues that we have not caused Sincerely, Diehl Automotive
November 24th, RE: Customer Issue (Complaint ID: ***) Ms*** This correspondence will serve as the response to the issues the Customer has brought up in their original complaintThe summary of the situation is as
follows; Customer’s car was hit while on Diehl Automotive’s lotThe vehicle was never moved from the spot where the Customer placed the vehicle, and this was evidenced by the paint chips laying on the ground directly beside the vehicle where the Customer parked Customer was originally in to have engine work performed when our technicians went to move the car into the service garage, the damage was noticed, and after calling the Customer, a police report was filedAfter reviewing the footage from the security cameras for over six hours, there was no further evidence regarding who was responsible for the damageIt is at this point the Customer asserted he did not have full insurance coverage, and only carried liability coverage After the damage was discovered, and even though Diehl Automotive has absolutely no liability regarding the damage, we offered as a gesture of goodwill, to do the work at no cost to the CustomerThe estimate to do the required repairs was $3,The Customer was not satisfied with this solution, and indicated that he would rather take his vehicle to a different Body ShopThere was no solution the Customer would accept other than the check for the amount above We then proceeded to contact the Body Shop which the Customer sought to take his vehicleIt was at this point that arrangements were made with the other Shop as follows; Diehl Automotive would supply the parts to the Body Shop, and that additionally, there would be an agreed upon labor rate reductionAfter these arrangements were made, we were contacted by *** Insurance to find out that the Customer opted to file a claim regarding the damage After filing the claim with his insurance provider, Customer submitted a complaint to the Revdex.com requesting full payment of the estimate when he is likely receiving that amount from his insurance provider Customer’s accusations that Diehl Automotive is arbitrarily raising the repair cost are simply inaccurate. Customer’s initial estimate of approximately $1,was just to replace the head gaskets that customer provided. Customer was made aware that this will likely not resolve all issue he was experiencing with the engineAfter we saw the engine, additional work was required and the cheapest solution was obtained. Customer declined some recommended work and we sublet authorized repairs to the engine. After a discount, Customer owes $1,for the work he has authorized to this pointWe continue to try to work with the Customer regarding this situation, as the vehicle is still on our property, and has required more engine work, which the Customer has approvedWe are fully confident that an amicable resolution will be reached with the Customer, and we will both move forward from this unfortunate set of circumstances Sincerely, Thomas D***, Esq Diehl Automotive
This all started July 20th at Deihl automotive of RobinsonI took may car there for an alignmentI was told there was bent or damaged componentsI was told my brand new car must have been in an accident or hit curb or gone off the road in grassI was in complete shock and awe that the service guy Chris R*** was telling me thisHis exact words were "there is something bent, engine cradle/frame the alignment can not be adjusted"He then handed me the paper work as I protested the fact there was nothing wrong with my car. He then gave me Rich G*** name and said I needed to contact him at the Butler PA dealership, where I had purchased the vehicle.. After several calls and days went by I finally was able to reach out to the dealership and set up an appointment for July 28thI dropped the car off around 11amDeihl automotive called me around 4pm to say the alignment was done with no issues, and the needed more time with the car for a computer issueThere was no mention of damage to the car thenJuly the dealership calls and says that they can't fix the computer issue without a larger jump drive and they need to keep the car over the weekendMonday July the dealership calls me and says they could not fix the computer issues and ask if that is ok, I responded yes that's fine however if you're going to have the car another day please change the oil so that do not need to make any more unnecessary tripsThe dealership agreed to change the oil, again with no mention of any type of damage or mention of photos of damage. Aug 1st I arrived at the dealership around 830am to pick up my carWhen I went inside the service department I was informed of the computer issues and apologized to about them being unable to fix the issueAt that time Stephen B*** service tech says "oh by the way we took some pictures of some scratches underneath the car, would you like me email to you"? I immediately went outside to inspect the car, saw the damage and then immediately went back inside and protested that the damage was not there prior to them servicing the vehicleI requested that the photos be emailed to me immediately for my records. The damage may have not happened when they drove my car, however it did happen while in their possessionWhether it was from the rack when they pulled it up on, or from whoever drove the car. When I returned from Deihl of Robinson July 21st I preformed a full visual and video inspection of the carThere was no damage what so ever, any where! I have already spoken with Dodge CorpThey have said miles driven for an alignment is unacceptableNo one there had to drive it several times to make sure it was fixed. Someone there drove my car, damaged my car
Please allow this correspondence to serve as response to the complaint referenced in the complaint hubThis unfortunate incident began when the Customer had new tires put on his vehicle the week prior to visiting Diehl AutomotiveDiehl Automotive had absolutely nothing to do with the tires
being put on the vehicle, and cannot speak for the company that performed the work.With that said, the Customer had his car towed into our facility with four (4) of five (5) tire studs snapped off, with the tire barely attached to the vehicleThis is a sign that, after the new tires were put on the vehicle, the lug nuts were either fastened to tightly or to looselyAgain, as referenced above, that was work performed by another company unrelated to Diehl AutomotiveIt was determined by our technicians, who are master technicians and trained to the highest level possible, that there was likely tire hub damage to the vehicle as wellIt should be stated at this point that representative from Diehl Automotive had attempted to call the Customer multiple times, and did not make contact with the CustomerThe representation that we did not do this in inaccurate, as we adhere to a strict process with our service department.It is at this point that the Customer asked if the damage to the hub would be covered under the *** warranty he had purchasedWhile normally, a tire hub would be covered under the *** warranty the Customer purchased, due to the fact that the hub damage was a direct result of the tire studs snapping, it would not be coveredThis was explained to the Customer, but he insisted we callThe service writer hung up with the Customer and called ***, but before the service writer could complete the call to ***, the Customer called himselfThe Customer did not fully explain the situation to ***, and because wheel hubs are normally covered, the Customer was told they would be coveredUnfortunately, the Customer did not provide the information accurately to ***, so he was not given an accurate responseThe writer continued to verify that the tire hub would not be covered in this particular situation, and that information was relayed to the CustomerIn addition, the reason that the Customer was told that no one from Diehl Automotive had called ***, was due to the fact that the service writer was currently on the phone with a *** representative while the Customer was also speaking to themAt Diehl Automotive we strive to give our customers the best experience possible, by being honest and transparent with all of our customers. Although this is a frustrating and unfortunate situation, we look forward to assisting the Customer with any automotive needs they may incur in the future
Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: Customer Service Issue (Complaint ID: [redacted]) Ms. [redacted] Please allow for this correspondence to serve as...
a response to the customer issue referenced above. Customer brought her vehicle in on July 29th, 2016 with the concerns about the speedometer in the vehicle “coming and going” as well as a possible air condition system malfunction. Customer, as she referenced in her filed complaint, was informed that a proper diagnosis would take up to four (4) hours to complete. The Customer approved of this diagnosis and attached fee thereto. The service writer informed her after forty-five (45) minutes that a code populated on the vehicle which made it apparent that the problem was electrical in nature. This is a general code, and does not give an answer regarding why a vehicle is not performing to standards. With this in mind, as the Customer stated in her complaint, she was informed that further diagnosis was required in order to pinpoint the problem. The service writer was simply keeping the Customer updated on the progress of the vehicle, not insinuating that the problem was fully diagnosed. After the problem was specifically diagnosed, the Customer was informed of the cost to repair the vehicle, and she declined to have the work done. However, she was still responsible for the charges that she already approved, which resulted in four (4) hours of diagnostic work for a total of $467.05. It should be noted that the vehicle was taken in at 8:44 AM, and taken out of our service department bay at 3:58 PM, which equals more than four (4) hours of diagnosis. However, due to the fact she was promised no more than four (4) hours, we did not charge her the extra time that was required. As outlined above, at Diehl Automotive, we take every customer concern seriously, and ensure that every problem is properly diagnosed. We treat every customer that walks in our doors with the professionalism and courtesy that is expected. While we certainly sympathize with the Customer in this unfortunate situation, we operated in a fashion that was honest and upfront throughout her visit. With this is mind, we look forward to the opportunity of assisting the Customer with any future automotive needs she may incur. Sincerely, Diehl Automotive
Please allow this to serve as the response to the attached complaint. The Customer brought his vehicle into our service department on 7/28, and his car was then immediately put on a rack, in order to assess the vehicles...
condition. At that time, pictures of the damage to the undercarriage were taken by the service manager. The Customer makes the accusation that these pictures were not taken until 7/31, however that is not the case. The pictures were merely e-mailed to the Customer on that day. They are date stamped on the Service Manager's phone on 7/28, and we invite the Customer to view this evidence for himself. The vehicle was driven, as is normal for the alignment and steering wheel concerns Customer had. It had to be driven multiple times, because the vehicle was worked on by our master technicians multiple times. The Service Manager drove the vehicle himself, and took great care of the vehicle while he had it in his possession. At Diehl Automotive, we never take advantage of vehicles or "joy ride" in any of them, as Customer alleges. We acknowledge that no one is perfect, and with that in mind, we always take responsibility for errors we commit, or damage we cause. However, in this scenario, the Customer's allegations of damage we caused is simply untrue, and we invite the Customer to come in and view the pictorial evidence of such. We understand the Customer's frustration with the situation, and we would like to help in any way that we can. However, as stated above, we cannot take responsibility for damage to a vehicle that we did not cause. With all of this said, we look forward to assisting the Customer with any future automotive needs he may incur.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To Whom It May Concern,I am still very unsatisfied with this response, but I can see that Diehl is not going to stand up and show that they are accountable. As I have stated previously, I did not leave my van at the last appointment because it was supposed to be done in 3 days, when I called them after it was there already for 2 days to see what progress has been made, they told me they DID NOT EVEN BEGIN TO WORK ON IT. At that time, Brad the service manager said that appt times are not the times they do the work (whatever that means), just that they will have it done when they say. And at the time it was supposed to be done the next day- but they told me it would have to stay for at least another week (and they still weren't sure), that was if they didn't run into any more problems. They definitely did not assure me that this would be the FINAL FIX at any time. I had to take it because I was leaving for vacation the next week & wanted to take my van on the trip. That is why I started this process in April. NEVER did I imagine that I would still be taking it to the dealer in July just to have the air fixed. Over 3 months is just crazy!!!The Chrysler engineer was not sure how to fix it either. They tried the "flush" which he suggested and that did not work. Still broken. There were 2 other things to "try" as they put it- but again, not at anytime did they say this would fix the problem, in fact, Brad kept telling me that they were truly unsure why they could not get rid of the sounds it was making or what was causing them (that is why they called the engineer in the first place, because they didn't know what else to do).And the "other dealer" suggesting that it still needed $1000 worth of work was a Chrysler dealer also. I don't know how two Chrysler dealers can be so different? How am I supposed to know who to believe? I am just trusting them to do what is right to fix my car. They are supposed to be the experts.All I know is that this was a disaster from start to finish, I knew it would be from the first day when I went in and the service advisor eating pizza while talking to me from behind his desk, told me they were way behind because their lunch came late, so they wouldn't be able to get my van in for another 45 mins after scheduled appt time. It was just ridiculous! I would never tell that to a customer. Their late lunch is not my problem, but I could see then how they conducted business. It was Chrysler that told me I had to go to the dealer. I just want them to be held accountable for what they did to my van and how they treated me. I wasted a lot of time on them this summer.My last 3 cars were all Chrysler, but sadly, never again. It is a shame. I will spread the word on Diehl automotive treats its customers. I do not believe anything can be done to resolve this. I am stuck with a van that has more problems now than it did when I took it in to be fixed, AND the original problem is still not even fixed. I would just like the Revdex.com to note the bad service and attitude that I received from this dealer.Thank you for your time.
Regards,
[redacted]
Hello, First, it's a joke that the nameless party responding for Diehl stated they would repaint the driver's side door center structural piece "for the Customer at no charge". They've admitted their error (which is undeniable), so I would never be liable for "internal" costs to repair work they performed improperly. Diehl's "internal" cost has no bearing on what a third party would charge me at the retail level to address this matter. Second, that Diehl would try to equate the mileage on my vehicle with what they characterize as "tears" (wear) on the outer raised flap of my driver's side seat is ridiculous. I know how my car has been used and maintained over its life, Diehl dioes not. Carelessness, the same variety that led to the corrosion repair work being handled improperly, is obviously what led to the driver's seat damage. The tech(s) repairing my vehicle either had sharp objects (tools, etc) on them, sitting and moving around on the seat while working on the door, or the seat in question was being used as a work bench for parts, etc. at some point. Though Diehl maintains they have "never had any issues of that sort in our history" (damage inflicted upon a customer's vehicle while being in their possession), I would refer you to the complaint filed against Diehl by another customer on 12/11/2015. Though I did not mention it in my initial Revdex.com filing, I brought the seat damage to the attention of a Diehl Toyota sales manager the night I picked my car up (August 11th, just before 9:00pm) to get the matter "on the record". In an aside, a professional third party that I had assess the driver's side seat immediately recognized the damage as cuts, not wear. If Diehl has nothing to hide, then I'm sure they won't mind volunteering the names of the employee/s who worked on my vehicle and give me full access to recordings captured by cameras on the premises. Third, Diehl's characterization of their communication with VW's midwest regional manager ("Tamar") gives the false impression that my complaint was simply written off by VW. That's absolutely false. I was told by Tamar that they were troubled by my claims and that even though they couldn't help me (payment to Diehl could not be rescinded so the work could be performed properly elsewhere, the seat damage was a secondary non-warranty issue), I was assured that other offices in the organization were taking note of what had gone on with Diehl and that it could contribute to repercussions against them at some point. Attached are photos of: - August 12th Email to Corina D[redacted] - Driver's seat flap with damage (seatdamage.jpg) - Driver's side seat flap w/o damage (nootherdamage.jpg) - Middle of driver's side seat (nootherdamage2.jpg) - Written retail estimate for seat (bottom portion) replacement (seatestimate.jpg, seatestimate2.jpg) - Written retail estimate for paint repair (paintestimate.jpg, paintestimate2.jpg) If Diehl refuses to resolve this matter fully and to my satisfaction, I will have my complaint heard in court by Judge [redacted]). The filing fees ($110.00) would be added to the amount I'd seek from Diehl. If forced to, I will also take steps to bring negative publicity upon Diehl for their carelessness and unprofessional business practices (which will cost them much more in the end than it would to resolve this matter). [redacted]
*
Please find response attachedMs. [redacted] Revdex.com of Western PA 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 RE: Customer Service Issue (Complaint ID: [redacted]) Ms. [redacted] Please allow for this correspondence to serve as the final response to the customer complaint referenced above. In the previous correspondence, the timeline was detailed for this particular situation, along with the details of each visit. In that timeline, it is made apparent that Diehl Automotive made every effort to alleviate the concerns that the Customer had. It also details that Customer did not allow us to complete the repairs on her vehicle on her last appointment.As Customer acknowledges, corporate Chrysler engineers were involved with the diagnosis of the vehicle. These engineers are considered the pinnacle in Chrysler products, and at the juncture they were involved, the technicians were following their recommendations. Diehl Automotive cannot, and will not, speak for any other automotive shops opinion on this issue. The only individuals we give deference to are the Chrysler certified professionals that we employ at our location. With that said, we will not address anything that another business said regarding this issue. Finally, to insinuate that Diehl Automotive takes amount of payment for repairs into consideration when assisting customers is entirely inaccurate, and not a depiction of the character of our business in any form. Again, this has been an unfortunate situation for all parties involved, but as with all individuals that walk into our doors, we look forward to assisting the Customer with any automotive needs she may incur in the future. Sincerely, Diehl Automotive of Robinson, Inc.