Good evening,The is listed under [redacted]. We performed a initial diagnosis on May 22 2015. The diagnosis showed a fault for the DMTL pump but the vehicle needed to be updated per the test plan. We performed the update and reset the vehicle test drove it . Rechecked the system for faults...
and none had returned. We returned the vehicle to the client. The vehicle's software needing updated is the starting procedures in most cases depending on the test plan. The fault in the system could have been caused by the software needing to me updated. The engine light returned on and the customer was scheduled in. We did contact the client to reschedule them due to a Loaner vehicle not returning to the dealership as planed. That plan was changed and we left the appointment as it was scheduled. The client canceled the appointment with us and we rescheduled them. The vehicle came and we rescanned it the same fault had returned. We performed the needed test and found the faulty components. The client approved the work and we made the repair. The customer also performed additional repairs that were recommend at the last service. When we perform diagnosis we have to follow the test plans provided by the MFG . thank you
I am rejecting this response because: This is Mr. Bob C** misleading money extortion statement. MAG BMW change charge the money for the light fix and didn't fix it all. They find a new reason do not fix it. Every time they charge money for the diagnostic of the same problem. Where is the warranty of their work? This is really not mature organization. How MAG BMW can offer a repair or a discount if they do not communicate at all? MAG BMW do not respond on any phone call at any level including General Manager. They are hiding all the time. I had only MAGs promises for help. You can try and nobody will call you back. As a result, I started to visit to the dealership every day to get an answer and still I do not have the answer. MAG BMW did my car oil leak intentionally to extort more money from me. I received the oil leak after the MAG BMW maintenance, which was never before. I do not have any MAG BMW estimation to repair. Where is it? MAG BMW must pay for the repair.
Regards,
Olga [redacted]
To whom this concerns.I understand you want the MFG (BMW) to take care of this for you. You will need to contact BMW customer relations for this. There no is ###-###-#### they are who you need to contact. What you have done is filed a grievance with the Revdex.com about Midwestern Auto Group. We are a BMW dealer and we do not make any BMW policies. thank you
Hello,The vehicle was brought in and a repair order was written on Saturday 16,2016 @09:32. The vehicle was inspected @ 1pm on the same day. Parts were ordered on 12/16/2017 . [redacted] NA. would have processed the order on 12/18/2017 . Typically we would get our parts order the next day 12/19/2017 and...
repair the vehicle on 12/20/2017. That information would have been conveyed to the complainant's repair center. [redacted] last update is they will receive inventory from the MFG of the part in [redacted] the week of 12/25/2017. It will be shipped to the states at the end of the week . Estimated delivery is the middle to the end of the January 2018. If inventory is not received by [redacted] in [redacted] this time table will not be met.The complaint the client has filed on us should be removed. We are working with the person\company that brought the vehicle to us. The information that was discussed was with them and we can not vouch what information they provided to there client. I would advise if the vehicle has a air bag concern that they do not operate the vehicle until it is repaired. SincerelyBob C**Director of Retail Service Operations
I am rejecting this response because:
Regards,
[redacted]First of all, Sales person who showed 2 vehicles, one was green Evoque as you mentioned now as 52000$ but at showroom was told to me as 53000$. The other car I went for negotiation of price was told by you during paperwork as having same features as green Evoque one. But there I did not find GPS in it while leaving showroom. I mentioned there I have long journey due to that I don't want to test drive, but Sales manager pushed us to leave ASAP as showroom closing time 06:00PM in order to ignore us and to hide us GPS feature. Sales Manager did not respond to our question regarding Silver Evoque was already been sold in March 2016 as per Land Rover Records and Warranty of this vehicle has already started in March and Land Rover customer service and company higher management confirmed it. Revdex.com is requested to please verify this information of car and its Warranty with Land Rover
Good morning,The client has been to the dealership 3 times This recommendation was from there second visit 10/18/2014 @ 63681 miles when the client was in diagnosis for a engine light being on. At that time we recommended the oil level sensor being replaced. The customer declined the repair at...
that time. The first appointment the client made was 8/9/2014 mileage was 58997 the notes from the online appointment was to know if there was a diagnosis fee for the engine light being on. The invoice that was written does not have a diagnosis being performed only a campaign for a batter cable being replaced. The vehicle has returned to the dealer for it's third visit on 7/07/2015 by VIC'S AUTO BODY to have the air bag light reset after they had performed repairs to the vehicle at 79649 miles. The customer has driven the vehicle from August 2014 Till now with this concern. There is no warranty extension from the MFG (BMW) for this concern to warrant the repair being performed by them. There was no work performed by the dealer ship in relation to this concern in the past. The customer did call in last 10days get the estimate that we had quoted them last year but did not schedule a appointment to have the work performed. NOTE The rear brakes at the time it was in on July 2015 were metal to metal and the body shop was advised. At this time based on the complaint and the vehicles history the client is responsible for maintaining and repair there vehicle.thank you[redacted]service manager
they DID attempt TWICE to enter a code (unless 5 people hallucinated the SECOND trip there: Mr. [redacted], my mother, me, and the 2 shuttle drivers). As I stated in the original document we called Mr. [redacted] and Mr. [redacted] immediately upon discovering that the radio was NOT fixed (despite being told it was) and left messages for both. Mr. [redacted] called me back and said it "must be a loose wire", and told us to bring it back in. We paid to have the radio reconnected, not just labor, and were told that it was working (thus Mr. [redacted] blaming a "loose wire"). Since it was near the end of the day and we were already back in Lewis Center I told Mr. [redacted] that we would bring the car back on Monday, following an appointment.Prior to returning Monday afternoon with the car (fortunately) I called Mr. [redacted] first to let him know we were on our way. It was at that point that he told me he had done some "research" on the issue and found that they would need the car overnight since the ignition would have to be in the ON position for 24 hours and not 45 minutes as we were told the FIRST TIME we were there. Took the car back, were driven back to my mother's house in Lewis Center and were advised that the shuttle would return the following day to pick her up and take her back to MAG to get the car. When I called my mother, following an appointment I had from 2:00 PM to 3:00 PM to make sure she was finding her way home from MAG, she was extremely upset and stated that Mr. [redacted] had called, telling her the car was going to cost a significant amount of money to fix so she did not go to pick it up yet and didn’t know what to do. I called and finally reached Mr. [redacted] who
stated that he did not know what the situation was (no longer am I surprised at this!). He would check with Mr. [redacted] and
call me back. When Mr. [redacted] called me back HE said that, because the code had been attempted
(once by [redacted] and twice by MAG) that the radio was no longer operational and
Mom would need to purchase a new one. Stated it would cost $150 and he would
not charge her for labor. Said he would have to order and it would take a couple
of days to get it. I asked him how long this offer would be on the table and he
said 30 days.June 14, 2015
I called Mr. [redacted] and left a voice mail to go ahead and
order the radio.
June 15, 2015
Mr. [redacted] returned my call and left a voice mail message stating that he would
order the radio and reiterated that it would be a “few days” to get the radio.
June 21, 2015
After
not hearing from MAG all week I called today & left another voicemail message for Mr. [redacted].
June 22, 2015
Took
the vehicle to a trusted mechanic to recharge the A/C. When I told him the
situation with MAG he vehemently replied, “That is “BS” and agreed that my
mother should NOT be charged to replace the radio.
June 23, 2015
10:09 AM Received a call/voice mail message from Mr. [redacted] at MAG (389-5673). He advised that he wrote the number to the radio down on a
piece of paper and has since misplaced it so he never ordered the radio. He
said that we would need to return the car again (that would make THREE TRIPS TO MAG) to pull out the radio
and obtain the number.So now he is not only fabricating the events, Mr. [redacted] is denying that entire conversation with me?! How about I download all the voice mail messages and provide the call list from which I made the calls that are in dispute? What more can Mr. [redacted] do? He can start by telling the truth...he has told so many untruths that now he can't even keep his story/stories straight. This is outrageous!We want the amount already paid to have the radio reconnected ($54.83) and the amount it will cost to have a reputable VW service center replace the radio that MAG admittedly, due to their lack of knowledge about how to resolve the problem at the beginning, caused to become inoperable.
Sir,I have never talked to you before. You may have discussed this with the service manager Patrick B[redacted] . My name is Bob C** . I am the Director of Retail Service Operations. During my research into your complaint I have talked to the employees of my parts department. They have explained that before Teresa had ordered the parts we had discussed ordering the same part for the same vehicle and at that time we advised that the length of time it could take to receive the part. We would have like to supply the part to you as soon as possible however we do not control how long it takes. We have ordered it the fastest way we could. Now for updating you on the status of the order .... they could have stayed in touch with you more often but the outcome would be the same. BMW will not and would not cancel the order. Once it was ordered it was your part. This is what was told to you by Teresa and by the parts department when the call was made to check on the part availability .SincerelyBob C**
Mr. [redacted] account of how things went is different than mine. First, I didn't speak with Mr [redacted] until he was sitting at the sales persons desk. After Mr [redacted] told the sales person he wanted to work numbers before driving a vehicle. The sales person showed Mr [redacted] the two vehicles we had...
online/via the computer. One was a 52,000 msrp and the other was a 44000 msrp. There is no way possible for us to come remotely close to the 40000 price Mr [redacted] wanted to be at on the 52000 msrp vehicle. In seeing the vehicles on the computer it also showed the 1000 discount/rebate. We worked the deal on the vehicle that we had a chance to get closer to Mr [redacted] price. Even then we were higher than Mr [redacted] wanted to be. So, Mr [redacted] and the people that came along with him, got up from the sales desk, went down to the showroom(which is where the vehicle he was trying to purchase was), walked all around the vehicle, got in and out of the vehicle and saw the laminated maroney sticker on the dash of the vehicle. So Mr [redacted] had every opportunity to see what the options were on that vehicle. After a few minutes I had the sales person go back to talk with Mr [redacted], to present a lower offer to try to put the deal together. At that time, Mr [redacted] decided that he would purchase the vehice. Mr [redacted] was presented ALL legal/binding paperwork to read/look over and sign. To which he did. Part of the paperwork is a document explaining the 1000 rebate. After signing the paperwork, the sales person attempted to go over the vehicle with Mr [redacted] and the other people that came with him. He told the sales person they had a long drive home and wanted to get started home. In our conversations(since the sale), Mr [redacted] and myself, I mentioned to Mr [redacted] that there was a 8000 difference between the two vehicles he looked at online and he had to know that, since they were the same basic vehicle, the difference had to be upgraded options. I also mentioned, since he told me he didn't even get to see the vehicle, that I watched him walk around and get in and out of it after we failed to come to an agreeable number the first time. Mr [redacted] was under no obligation or stress to purchase anything. He did so of his own free will. I also spoke with several of the people he mentioned he spoke with at Land Rover. Mr [redacted] was treated fairly, honesty and respectfully, before, during and after the sale by everyone here. He was not discriminated against in any way or for any reason, we have a very wide range of customers that trust us to be treated fairly. We, as a dealership/organization, do not practice/will not tolerate discrimination of anyone for any reason. I have tried to talk with Mr [redacted] to see if there was any way we could find an agreeable solution, fair to both parties. The only solution Mr [redacted] is willing to accept, is not acceptable to us.
Yes we drove the car through the car wash as we do all the cars we service. The scrape on his rear quarter panel between the quarter and the bumper is one that no way could the shammy car wash have created. The scrape is between the quarter panel and rear bumper and has oxidation on the metal, it...
has been there for a while. We showed the customer this and explained that there was no way our wash could have created and it could not have oxidized overnight. This is an obvious scratch that has been there for a while that the customer either did not know about and or did not notice until now. Thank you,
I am rejecting this response because:To answer the question regarding the selling of my car, yes. I was so upset the how the Service from VW (MAG), I felt that I didn't ever in my life want to have anything to do with VW. After they have been caught lying to American public regarding the diesel issue, and the way I was treated by the staff of MAG, I wanted to be free of all the negative/lying/downgrading effects of their company!Now, I will explain further regarding me pursuing this matter of their terrible service department.On the 28th of September I had an appointment with [redacted]. Brock said that they could pull the bumper away for the car and temporarily repair without taking it off and fixing it the way it should have been fixed properly. They would put a couple of clear coats on the chipped paint. Then, at least it would continue to chip away. It got stated to me, that VW is one of the worst cars on the road when it comes to fixing the rust issues. With that in mind, I pursued through the Revdex.com for MAG to fix my car the right way instead of putting a bandaid on the damage that their car wash had made on my car. I called Brock on the 27th and asked him if I could wait until the following Wednesday because I was in communication with VW customer Advocacy department. I was still trying to get it fixed properly since the car was a 2013, had no other ding marks, low mileage of 27, 700 and worth fixing correctly and not using the bandaid fix.In the meantime, I had received a call from the VW Advocacy Group with sincere apologies of how I was treated by Mag VW and Stan, the service manager. They documented all the issues that I was upset about, but could not actually make an Independent car dealer correct their errors. That's when I read my manual and found that VW policy was to go through the Revdex.com before any legal action could be taken, so this is how the conversation was started.Now, when I went to my appointment at [redacted] on the 5th of October, I had a conversation with Brock regarding my intention to get them paid for what they graciously was doing to help me as a repeat customer. I asked him to provide an estimate of the "correct way" to fix what MAG had done to my car. So, after they fixed it to the best of their ability as to postpone the paint pealing, Brock and I spoke. I said that I thanked them for trying and that I sincerely would try to get them reimbursed for their time. Not even including my wasted time dealing with the matter!I mentioned to Brock that I might be interested if John, one of their employees, wanted to look at my car and buy it. He emailed John and we spoke on the night of the 8th, he and I would meet at [redacted] in Westerville the next morning. I ended up selling it for a lower price, as the fact was that I wanted out of any relationship with VW period, I wanted out of any relationship with VW period due to the Negative/lying/downgrading effects of their company! When I got the estimate from Brock, I told him that I would try to get MAG to pay for the fix since they caused and it. And the it was nice of [redacted] to at least try to make the situation better for me. Since I sold the car, it couldn't be fixed properly, and the negative feedback that Stan was putting out into the world. I felt the need for MAG to at least reimburse [redacted] for the "Bandaid" fix. Also, I feel that MAG as a whole should instil a policy to into their entire company as to "ask a customer and document the answer with a signature for the customer to wash their car after service was done! I had brought this to Stan's attention regarding other car makers policy of either not washing a customers car, or asking for permission, before taking a chance to damage a customers car when I first met with Stan. Of course, he, in a downgrading manner gave me the feeling of "who cares what other dealers do". We wash all our customers care and 99% of them appreciate. Well, I was one of the 1% that DIDN'T! I bet when I let other customers know of my experience on mass media, MAG may change their policy then! I feel the least MAG can do, is to reimburse Rife Auto Body and start a new "ASK" policy. This is why I continued to Revdex.com complaint after the selling of my car, and a very disappointing customer service situation!Stan also needs to find a different position in a work field where he has no contact with people, bad communicator as a whole! And if Karma has anything to do with this, watch out Stan!Funny how Stan kept on trying to defend how his car wash NEVER caused any issues on cars. Maybe there never was a string attached to the brushes or maybe most people don't hand wash their cars like I do and notice the things like I do! Both his employee, Frank, [redacted] 2 employees (Brock and John) made mention of how wonderful my car was taken care of, no door dings on the side, excellent interior, all of the above, except the damage he couldn't admit.I don't believe there is a law stating I can't take him to small claims court for the damages to my car and the loss in selling my car, stress, and time accrued. Funny how after me asking twice, I never did get a contact person! Thanks Stan, for nothing except showing my what kind of people VW has and for me never to return to VW! Watch for my mass media love that I don't throw your way!Thanks [redacted] for helping to the best of your ability in this matter. Also the only connection [redacted] have with VW is that they are a certified VW Autobody dealer. And don't you find it odd that all the effort that Stan took in disproving their error, pulling up a checklist that had shown damages, that I never was given at the time of purchase. All it took was for me to point out the scratch on the gas cap cover was fixed that he was trying to point out as the damage I accused the car wash to have done. He then contacts the "correct location" which he didn't have time for while I was standing at his desk.And to all the statements regarding someones performance, take note, my opinion.Regards, [redacted]
The only person I dealt with when ordering my top was Theresa S[redacted]. Theresa informed me that she had talke d to the German parst department and it would be no more then one month. I was never told anything more or less and your saying that I was told 8 months is a bold face lie. Also more then a month went by and multiple times me and my mother have called and had people say they would return our call with information until at about 2 months a newer female at the company had said it could be 4 more months for a total of 6 months. This is when I was upset and called many times to finally get ahold of a Kevin who said he would get back to me. When I called again he told me that he would cut me a check in 7 business days by mail or 2 to 3 if I came in. The next day I get a call and he told me that he could not return my money now after he said he could originally, he also stated that I had been told this by a Jeff that I had any contact with. No one ever called me till I called a bunch of times to tell me that it would be more then a month, no one emailed me with updates or anything. They had 4 different forms of contact for me and never used a single one. I do not appreciate being lied to and lieing about what I was told and this whole ordeal has been completly un-proffessional. I am a college student, I work, and I help out a small business part time. I don't have time or patience to be lied to and lied about. Also I don't appreciate not receiving a call back after you told my mother that you would contact us after speaking to her but found the time to respond to the complaint on here. She is my representing me as I am always busy day and night. The fact that I did not get any response personally and had to see the response on here to get any information at all is ridiculous.
Customer brought in vehicle for wiring repairs on 01OCT13 (see attached). Time for warranty on repairs has expired. However, the diagnostic charges have been waived and if the repairs are at the same point in the wiring harness there will be no charge even though the warranty for repairs has...
The first appointment did not resolve the problem of fixing a DMTL pump issue. As far as we, the customers know, when we take the car to get a light engine warning check, we expect the problem to be fixed. Not to drive back home to have the exact same issue to come up. The dealer can explain in all his terms what supposedly was done, but from our end that means nothing as the problem was NOT FIXED. The DMTL issue did not come up in the second visit when we were charged nearly $2000. No DMTL diagnose appears anywhere after that first visit so I don't know what the first charges are all about. When you take your clothes to the dry cleaning, you don't pay just to find out that the spot is still in your coat when you get home. I reject this response because what we were charged the first time had nothing to do with what we were charged the second time and the problem was not fixed after the first visit. Whatever procedures the dealer follows to do things are their internal business; we expected to have our car without a problem when we got home and that was not the case .We want our money back for the first visit that DID NOT solve the problem. They should have run better tests then to define the issue; explanations of why what was done did not work is of no concern to us. In addition, the problems identified the second time were all new and totaling $1978.83. We accept the second charge as the light has not returned. However, the first visit (and yes the car was taken in by my husband [redacted]) resulted in a non-repair that cost us $397.74. We demand $397.74 back for the unresolved problem when the car was serviced on May 22, 2015. We are beyond disgusted with this dealership and telling everyone in my town and beyond about this incident.Dr. [redacted]p.s. To clarify the scheduling of the second appointment. It was first scheduled right before we were going out of town which was desirable as we were to drive this car to Maryland. The dealer cancelled our original appointment because, yes, a loaner car had not been returned, and this was done the night before. Well, it was hard to believe that such a big car dealership would not have some other car, but when this was mentioned it was clear that even if we were to take the car as scheduled, the car would not be serviced in the next few days but the following week. Thus, what was the point of the appointment to begin with? That is why we decided not to take it then and do so after returning from Maryland. All in all, a very confusing way of dealing with customers.
To whom it may concernThe customer came to us with a locked up radio due to the battery being disconnected. We removed the radio to receive a number off the case of the radio to enter into Volkswagen's system to retrieve the radio code number, this is what the labor charge was for (removing and...
installing the radio). Once we recieved the radio code we tried to get the radio to the point of installing the code number, but could not even get to that point, the radio was locked up from [redacted] or someone else attempting to unlock the radio, after three attempts the radio locks up, and you have to leave the radio on for 45 minutes to one hour to allow you to attempt it again. The radio would not come out of this locked up mode, we never got the opportunity to even try to code the radio, because it was locked up by someone else. The replacement radio is $150.00 I did tell the customer that I would install it for Free, how much more can I do. We did not create this problem, why should we be held responsible for it? We did all we could to try and help this customer, who is now demanding that we pay for her radio that she admits [redacted] locked up by disconnecting the battery? Somehow the customer is confused, and thinks that we attempted to enter the radio code twice, this is incorrect the radio would not allow us to even attempt to enter the code, it was already locked up from previous attempts.
Good morning,The $24.99 shop supply charge is for waste disposal, chemicals used for lubrication and cleaning , fluid top off , seat covers and floor mats used in the clients vehicle. Some chemicals have a cost for the can,bottle or container that is at a greater cost . We may only use a little amount of it but would have to charge out the whole unit. We use a percentage charge of 10% of labor to a max of $24.99. The repair and diagnosis was performed as per the MFG. I would like to note in repairing a computer controlled system you first have to make sure the computer software is up to date before you can repair any hard parts. We would have preferred to find the other concern before returning the vehicle to the client . However the concern did not manifest itself before that had happened.thank you
Please contact Bob C[redacted], MAG service director, at ###-###-####. He would like to schedule a time to get your vehicle in here and handle your concerns.Thank you again for providing your information and your concerns.Scott U[redacted]Business Development DirectorMidwestern Auto...
Dear Mr [redacted], My sincere apologies. At Midwestern Auto Group it is our goal in making sure that each and every guest is treated fairly and with respect. We are grateful for the opportunity to earn your business. It makes us...
unhappy to hear that you were not completely satisfied. At times, especially on Saturday mornings, we get extremely busy. It just happened to be one of those times where we did not have anyone available to accommodate you upon your arrival. We try to make sure that we have enough floor coverage so this does not happen. Again, we take comments like this very seriously and hope that we can still help with your automotive needs in the near future. We would appreciate a second chance to make it right for you. Sincerely,
Hello,We have reviewed this concern. We have hound that the nature of the damaged was not done in our wash bay area due to a couple of things 1) the type of wash system we use does not leave circular marks. 2) if a towel had done this it would not have been only in two spots...
it would have been all over the vehicle. We value our customer and if we had done damage to a clients vehicle we would have taken care of it 100% and just because we have insurance doesn't mean we would repair a clients vehicle when we are not at fault.
Hello,The client and I have discussed the situation with there vehicle. When they contacted me on Saturday 9/30/2017 we delivered them a loaner to there desired location. The vehicle was diagnosed the next business day . We have made attempts to reach them to discuss and they and I keep playing...
phone tag. As of last evening 10/11/2017 I emailed them a estimate for the vehicles needed repaired. The vehicle needs to replace the starter .On 03/18/2017 the vehicle was brought in for maintenance service. see attachment. At that time a we performed a multi point inspection on the vehicle. We recommended replacing 2 tires. During the maintenance service the spark plugs were replaced and the vehicle had a scan of the engine management system. It was determined that there was a misfire on cylinder number 4. While removing the spark plugs the coils were inspected and found to have a concern. They were replaced during the spark replacement at no additional labor just the parts. If the coil, coils were to fail the vehicle would run rough and could possible stall out. The client did approve that repair. The mileage on the March visit was 111366.The customer returned on September 18,2017 @ 120941 miles (they had driven 9575 miles) with a complaint of Engine shuts off while driving. We performed a diagnosis and found a the intake and exhaust vanos were causing the concern. we also performed a Multi Point Inspection . The client approved the Vanos repairs . They also approved a replace low beam head lamp bulb and perform a full vehicle detail. The repairs were completed and the vehicle was test driven 11 miles to verify the repairsDuring the MPI process there was additional needed repairs found and they were noted on the ro.The vehicle was finished and parked in the garage waiting for the client to pick up there vehicle. When the customer arrived it was noted that our technician did not replace the head lamp bulb. They replaced the head lamp bulb in the service drive and then drove the vehicle out to return it to the client. The client was given the keys and they left. When the customer returned after hours to retrieve there vehicle it did not start.The regular price for there starter replacement would be $887.06 and I discounted it down to $607.86 including all taxes. I am waiting the customers approval.SincerelyBob C**Director of Retail Service Operations
Good evening,The is listed under [redacted]. We performed a initial diagnosis on May 22 2015. The diagnosis showed a fault for the DMTL pump but the vehicle needed to be updated per the test plan. We performed the update and reset the vehicle test drove it . Rechecked the system for faults...
and none had returned. We returned the vehicle to the client. The vehicle's software needing updated is the starting procedures in most cases depending on the test plan. The fault in the system could have been caused by the software needing to me updated. The engine light returned on and the customer was scheduled in. We did contact the client to reschedule them due to a Loaner vehicle not returning to the dealership as planed. That plan was changed and we left the appointment as it was scheduled. The client canceled the appointment with us and we rescheduled them. The vehicle came and we rescanned it the same fault had returned. We performed the needed test and found the faulty components. The client approved the work and we made the repair. The customer also performed additional repairs that were recommend at the last service. When we perform diagnosis we have to follow the test plans provided by the MFG . thank you
I am rejecting this response because: This is Mr. Bob C** misleading money extortion statement. MAG BMW change charge the money for the light fix and didn't fix it all. They find a new reason do not fix it. Every time they charge money for the diagnostic of the same problem. Where is the warranty of their work? This is really not mature organization. How MAG BMW can offer a repair or a discount if they do not communicate at all? MAG BMW do not respond on any phone call at any level including General Manager. They are hiding all the time. I had only MAGs promises for help. You can try and nobody will call you back. As a result, I started to visit to the dealership every day to get an answer and still I do not have the answer. MAG BMW did my car oil leak intentionally to extort more money from me. I received the oil leak after the MAG BMW maintenance, which was never before. I do not have any MAG BMW estimation to repair. Where is it? MAG BMW must pay for the repair.
Regards,
Olga [redacted]
To whom this concerns.I understand you want the MFG (BMW) to take care of this for you. You will need to contact BMW customer relations for this. There no is ###-###-#### they are who you need to contact. What you have done is filed a grievance with the Revdex.com about Midwestern Auto Group. We are a BMW dealer and we do not make any BMW policies. thank you
Hello,The vehicle was brought in and a repair order was written on Saturday 16,2016 @09:32. The vehicle was inspected @ 1pm on the same day. Parts were ordered on 12/16/2017 . [redacted] NA. would have processed the order on 12/18/2017 . Typically we would get our parts order the next day 12/19/2017 and...
repair the vehicle on 12/20/2017. That information would have been conveyed to the complainant's repair center. [redacted] last update is they will receive inventory from the MFG of the part in [redacted] the week of 12/25/2017. It will be shipped to the states at the end of the week . Estimated delivery is the middle to the end of the January 2018. If inventory is not received by [redacted] in [redacted] this time table will not be met.The complaint the client has filed on us should be removed. We are working with the person\company that brought the vehicle to us. The information that was discussed was with them and we can not vouch what information they provided to there client. I would advise if the vehicle has a air bag concern that they do not operate the vehicle until it is repaired. SincerelyBob C**Director of Retail Service Operations
I am rejecting this response because:
Regards,
[redacted]First of all, Sales person who showed 2 vehicles, one was green Evoque as you mentioned now as 52000$ but at showroom was told to me as 53000$. The other car I went for negotiation of price was told by you during paperwork as having same features as green Evoque one. But there I did not find GPS in it while leaving showroom. I mentioned there I have long journey due to that I don't want to test drive, but Sales manager pushed us to leave ASAP as showroom closing time 06:00PM in order to ignore us and to hide us GPS feature. Sales Manager did not respond to our question regarding Silver Evoque was already been sold in March 2016 as per Land Rover Records and Warranty of this vehicle has already started in March and Land Rover customer service and company higher management confirmed it. Revdex.com is requested to please verify this information of car and its Warranty with Land Rover
Good morning,The client has been to the dealership 3 times This recommendation was from there second visit 10/18/2014 @ 63681 miles when the client was in diagnosis for a engine light being on. At that time we recommended the oil level sensor being replaced. The customer declined the repair at...
that time. The first appointment the client made was 8/9/2014 mileage was 58997 the notes from the online appointment was to know if there was a diagnosis fee for the engine light being on. The invoice that was written does not have a diagnosis being performed only a campaign for a batter cable being replaced. The vehicle has returned to the dealer for it's third visit on 7/07/2015 by VIC'S AUTO BODY to have the air bag light reset after they had performed repairs to the vehicle at 79649 miles. The customer has driven the vehicle from August 2014 Till now with this concern. There is no warranty extension from the MFG (BMW) for this concern to warrant the repair being performed by them. There was no work performed by the dealer ship in relation to this concern in the past. The customer did call in last 10days get the estimate that we had quoted them last year but did not schedule a appointment to have the work performed. NOTE The rear brakes at the time it was in on July 2015 were metal to metal and the body shop was advised. At this time based on the complaint and the vehicles history the client is responsible for maintaining and repair there vehicle.thank you[redacted]service manager
they DID attempt TWICE to enter a code (unless 5 people hallucinated the SECOND trip there: Mr. [redacted], my mother, me, and the 2 shuttle drivers). As I stated in the original document we called Mr. [redacted] and Mr. [redacted] immediately upon discovering that the radio was NOT fixed (despite being told it was) and left messages for both. Mr. [redacted] called me back and said it "must be a loose wire", and told us to bring it back in. We paid to have the radio reconnected, not just labor, and were told that it was working (thus Mr. [redacted] blaming a "loose wire"). Since it was near the end of the day and we were already back in Lewis Center I told Mr. [redacted] that we would bring the car back on Monday, following an appointment.Prior to returning Monday afternoon with the car (fortunately) I called Mr. [redacted] first to let him know we were on our way. It was at that point that he told me he had done some "research" on the issue and found that they would need the car overnight since the ignition would have to be in the ON position for 24 hours and not 45 minutes as we were told the FIRST TIME we were there. Took the car back, were driven back to my mother's house in Lewis Center and were advised that the shuttle would return the following day to pick her up and take her back to MAG to get the car. When I called my mother, following an appointment I had from 2:00 PM to 3:00 PM to make sure she was finding her way home from MAG, she was extremely upset and stated that Mr. [redacted] had called, telling her the car was going to cost a significant amount of money to fix so she did not go to pick it up yet and didn’t know what to do. I called and finally reached Mr. [redacted] who
stated that he did not know what the situation was (no longer am I surprised at this!). He would check with Mr. [redacted] and
call me back. When Mr. [redacted] called me back HE said that, because the code had been attempted
(once by [redacted] and twice by MAG) that the radio was no longer operational and
Mom would need to purchase a new one. Stated it would cost $150 and he would
not charge her for labor. Said he would have to order and it would take a couple
of days to get it. I asked him how long this offer would be on the table and he
said 30 days.June 14, 2015
I called Mr. [redacted] and left a voice mail to go ahead and
order the radio.
June 15, 2015
Mr. [redacted] returned my call and left a voice mail message stating that he would
order the radio and reiterated that it would be a “few days” to get the radio.
June 21, 2015
After
not hearing from MAG all week I called today & left another voicemail message for Mr. [redacted].
June 22, 2015
Took
the vehicle to a trusted mechanic to recharge the A/C. When I told him the
situation with MAG he vehemently replied, “That is “BS” and agreed that my
mother should NOT be charged to replace the radio.
June 23, 2015
10:09 AM Received a call/voice mail message from Mr. [redacted] at MAG (389-5673). He advised that he wrote the number to the radio down on a
piece of paper and has since misplaced it so he never ordered the radio. He
said that we would need to return the car again (that would make THREE TRIPS TO MAG) to pull out the radio
and obtain the number.So now he is not only fabricating the events, Mr. [redacted] is denying that entire conversation with me?! How about I download all the voice mail messages and provide the call list from which I made the calls that are in dispute? What more can Mr. [redacted] do? He can start by telling the truth...he has told so many untruths that now he can't even keep his story/stories straight. This is outrageous!We want the amount already paid to have the radio reconnected ($54.83) and the amount it will cost to have a reputable VW service center replace the radio that MAG admittedly, due to their lack of knowledge about how to resolve the problem at the beginning, caused to become inoperable.
Sir,I have never talked to you before. You may have discussed this with the service manager Patrick B[redacted] . My name is Bob C** . I am the Director of Retail Service Operations. During my research into your complaint I have talked to the employees of my parts department. They have explained that before Teresa had ordered the parts we had discussed ordering the same part for the same vehicle and at that time we advised that the length of time it could take to receive the part. We would have like to supply the part to you as soon as possible however we do not control how long it takes. We have ordered it the fastest way we could. Now for updating you on the status of the order .... they could have stayed in touch with you more often but the outcome would be the same. BMW will not and would not cancel the order. Once it was ordered it was your part. This is what was told to you by Teresa and by the parts department when the call was made to check on the part availability .SincerelyBob C**
Mr. [redacted] account of how things went is different than mine. First, I didn't speak with Mr [redacted] until he was sitting at the sales persons desk. After Mr [redacted] told the sales person he wanted to work numbers before driving a vehicle. The sales person showed Mr [redacted] the two vehicles we had...
online/via the computer. One was a 52,000 msrp and the other was a 44000 msrp. There is no way possible for us to come remotely close to the 40000 price Mr [redacted] wanted to be at on the 52000 msrp vehicle. In seeing the vehicles on the computer it also showed the 1000 discount/rebate. We worked the deal on the vehicle that we had a chance to get closer to Mr [redacted] price. Even then we were higher than Mr [redacted] wanted to be. So, Mr [redacted] and the people that came along with him, got up from the sales desk, went down to the showroom(which is where the vehicle he was trying to purchase was), walked all around the vehicle, got in and out of the vehicle and saw the laminated maroney sticker on the dash of the vehicle. So Mr [redacted] had every opportunity to see what the options were on that vehicle. After a few minutes I had the sales person go back to talk with Mr [redacted], to present a lower offer to try to put the deal together. At that time, Mr [redacted] decided that he would purchase the vehice. Mr [redacted] was presented ALL legal/binding paperwork to read/look over and sign. To which he did. Part of the paperwork is a document explaining the 1000 rebate. After signing the paperwork, the sales person attempted to go over the vehicle with Mr [redacted] and the other people that came with him. He told the sales person they had a long drive home and wanted to get started home. In our conversations(since the sale), Mr [redacted] and myself, I mentioned to Mr [redacted] that there was a 8000 difference between the two vehicles he looked at online and he had to know that, since they were the same basic vehicle, the difference had to be upgraded options. I also mentioned, since he told me he didn't even get to see the vehicle, that I watched him walk around and get in and out of it after we failed to come to an agreeable number the first time. Mr [redacted] was under no obligation or stress to purchase anything. He did so of his own free will. I also spoke with several of the people he mentioned he spoke with at Land Rover. Mr [redacted] was treated fairly, honesty and respectfully, before, during and after the sale by everyone here. He was not discriminated against in any way or for any reason, we have a very wide range of customers that trust us to be treated fairly. We, as a dealership/organization, do not practice/will not tolerate discrimination of anyone for any reason. I have tried to talk with Mr [redacted] to see if there was any way we could find an agreeable solution, fair to both parties. The only solution Mr [redacted] is willing to accept, is not acceptable to us.
Yes we drove the car through the car wash as we do all the cars we service. The scrape on his rear quarter panel between the quarter and the bumper is one that no way could the shammy car wash have created. The scrape is between the quarter panel and rear bumper and has oxidation on the metal, it...
has been there for a while. We showed the customer this and explained that there was no way our wash could have created and it could not have oxidized overnight. This is an obvious scratch that has been there for a while that the customer either did not know about and or did not notice until now. Thank you,
I am rejecting this response because:To answer the question regarding the selling of my car, yes. I was so upset the how the Service from VW (MAG), I felt that I didn't ever in my life want to have anything to do with VW. After they have been caught lying to American public regarding the diesel issue, and the way I was treated by the staff of MAG, I wanted to be free of all the negative/lying/downgrading effects of their company!Now, I will explain further regarding me pursuing this matter of their terrible service department.On the 28th of September I had an appointment with [redacted]. Brock said that they could pull the bumper away for the car and temporarily repair without taking it off and fixing it the way it should have been fixed properly. They would put a couple of clear coats on the chipped paint. Then, at least it would continue to chip away. It got stated to me, that VW is one of the worst cars on the road when it comes to fixing the rust issues. With that in mind, I pursued through the Revdex.com for MAG to fix my car the right way instead of putting a bandaid on the damage that their car wash had made on my car. I called Brock on the 27th and asked him if I could wait until the following Wednesday because I was in communication with VW customer Advocacy department. I was still trying to get it fixed properly since the car was a 2013, had no other ding marks, low mileage of 27, 700 and worth fixing correctly and not using the bandaid fix.In the meantime, I had received a call from the VW Advocacy Group with sincere apologies of how I was treated by Mag VW and Stan, the service manager. They documented all the issues that I was upset about, but could not actually make an Independent car dealer correct their errors. That's when I read my manual and found that VW policy was to go through the Revdex.com before any legal action could be taken, so this is how the conversation was started.Now, when I went to my appointment at [redacted] on the 5th of October, I had a conversation with Brock regarding my intention to get them paid for what they graciously was doing to help me as a repeat customer. I asked him to provide an estimate of the "correct way" to fix what MAG had done to my car. So, after they fixed it to the best of their ability as to postpone the paint pealing, Brock and I spoke. I said that I thanked them for trying and that I sincerely would try to get them reimbursed for their time. Not even including my wasted time dealing with the matter!I mentioned to Brock that I might be interested if John, one of their employees, wanted to look at my car and buy it. He emailed John and we spoke on the night of the 8th, he and I would meet at [redacted] in Westerville the next morning. I ended up selling it for a lower price, as the fact was that I wanted out of any relationship with VW period, I wanted out of any relationship with VW period due to the Negative/lying/downgrading effects of their company! When I got the estimate from Brock, I told him that I would try to get MAG to pay for the fix since they caused and it. And the it was nice of [redacted] to at least try to make the situation better for me. Since I sold the car, it couldn't be fixed properly, and the negative feedback that Stan was putting out into the world. I felt the need for MAG to at least reimburse [redacted] for the "Bandaid" fix. Also, I feel that MAG as a whole should instil a policy to into their entire company as to "ask a customer and document the answer with a signature for the customer to wash their car after service was done! I had brought this to Stan's attention regarding other car makers policy of either not washing a customers car, or asking for permission, before taking a chance to damage a customers car when I first met with Stan. Of course, he, in a downgrading manner gave me the feeling of "who cares what other dealers do". We wash all our customers care and 99% of them appreciate. Well, I was one of the 1% that DIDN'T! I bet when I let other customers know of my experience on mass media, MAG may change their policy then! I feel the least MAG can do, is to reimburse Rife Auto Body and start a new "ASK" policy. This is why I continued to Revdex.com complaint after the selling of my car, and a very disappointing customer service situation!Stan also needs to find a different position in a work field where he has no contact with people, bad communicator as a whole! And if Karma has anything to do with this, watch out Stan!Funny how Stan kept on trying to defend how his car wash NEVER caused any issues on cars. Maybe there never was a string attached to the brushes or maybe most people don't hand wash their cars like I do and notice the things like I do! Both his employee, Frank, [redacted] 2 employees (Brock and John) made mention of how wonderful my car was taken care of, no door dings on the side, excellent interior, all of the above, except the damage he couldn't admit.I don't believe there is a law stating I can't take him to small claims court for the damages to my car and the loss in selling my car, stress, and time accrued. Funny how after me asking twice, I never did get a contact person! Thanks Stan, for nothing except showing my what kind of people VW has and for me never to return to VW! Watch for my mass media love that I don't throw your way!Thanks [redacted] for helping to the best of your ability in this matter. Also the only connection [redacted] have with VW is that they are a certified VW Autobody dealer. And don't you find it odd that all the effort that Stan took in disproving their error, pulling up a checklist that had shown damages, that I never was given at the time of purchase. All it took was for me to point out the scratch on the gas cap cover was fixed that he was trying to point out as the damage I accused the car wash to have done. He then contacts the "correct location" which he didn't have time for while I was standing at his desk.And to all the statements regarding someones performance, take note, my opinion.Regards, [redacted]
The only person I dealt with when ordering my top was Theresa S[redacted]. Theresa informed me that she had talke d to the German parst department and it would be no more then one month. I was never told anything more or less and your saying that I was told 8 months is a bold face lie. Also more then a month went by and multiple times me and my mother have called and had people say they would return our call with information until at about 2 months a newer female at the company had said it could be 4 more months for a total of 6 months. This is when I was upset and called many times to finally get ahold of a Kevin who said he would get back to me. When I called again he told me that he would cut me a check in 7 business days by mail or 2 to 3 if I came in. The next day I get a call and he told me that he could not return my money now after he said he could originally, he also stated that I had been told this by a Jeff that I had any contact with. No one ever called me till I called a bunch of times to tell me that it would be more then a month, no one emailed me with updates or anything. They had 4 different forms of contact for me and never used a single one. I do not appreciate being lied to and lieing about what I was told and this whole ordeal has been completly un-proffessional. I am a college student, I work, and I help out a small business part time. I don't have time or patience to be lied to and lied about. Also I don't appreciate not receiving a call back after you told my mother that you would contact us after speaking to her but found the time to respond to the complaint on here. She is my representing me as I am always busy day and night. The fact that I did not get any response personally and had to see the response on here to get any information at all is ridiculous.
Customer brought in vehicle for wiring repairs on 01OCT13 (see attached). Time for warranty on repairs has expired. However, the diagnostic charges have been waived and if the repairs are at the same point in the wiring harness there will be no charge even though the warranty for repairs has...
expired.
The first appointment did not resolve the problem of fixing a DMTL pump issue. As far as we, the customers know, when we take the car to get a light engine warning check, we expect the problem to be fixed. Not to drive back home to have the exact same issue to come up. The dealer can explain in all his terms what supposedly was done, but from our end that means nothing as the problem was NOT FIXED. The DMTL issue did not come up in the second visit when we were charged nearly $2000. No DMTL diagnose appears anywhere after that first visit so I don't know what the first charges are all about. When you take your clothes to the dry cleaning, you don't pay just to find out that the spot is still in your coat when you get home. I reject this response because what we were charged the first time had nothing to do with what we were charged the second time and the problem was not fixed after the first visit. Whatever procedures the dealer follows to do things are their internal business; we expected to have our car without a problem when we got home and that was not the case .We want our money back for the first visit that DID NOT solve the problem. They should have run better tests then to define the issue; explanations of why what was done did not work is of no concern to us. In addition, the problems identified the second time were all new and totaling $1978.83. We accept the second charge as the light has not returned. However, the first visit (and yes the car was taken in by my husband [redacted]) resulted in a non-repair that cost us $397.74. We demand $397.74 back for the unresolved problem when the car was serviced on May 22, 2015. We are beyond disgusted with this dealership and telling everyone in my town and beyond about this incident.Dr. [redacted]p.s. To clarify the scheduling of the second appointment. It was first scheduled right before we were going out of town which was desirable as we were to drive this car to Maryland. The dealer cancelled our original appointment because, yes, a loaner car had not been returned, and this was done the night before. Well, it was hard to believe that such a big car dealership would not have some other car, but when this was mentioned it was clear that even if we were to take the car as scheduled, the car would not be serviced in the next few days but the following week. Thus, what was the point of the appointment to begin with? That is why we decided not to take it then and do so after returning from Maryland. All in all, a very confusing way of dealing with customers.
To whom it may concernThe customer came to us with a locked up radio due to the battery being disconnected. We removed the radio to receive a number off the case of the radio to enter into Volkswagen's system to retrieve the radio code number, this is what the labor charge was for (removing and...
installing the radio). Once we recieved the radio code we tried to get the radio to the point of installing the code number, but could not even get to that point, the radio was locked up from [redacted] or someone else attempting to unlock the radio, after three attempts the radio locks up, and you have to leave the radio on for 45 minutes to one hour to allow you to attempt it again. The radio would not come out of this locked up mode, we never got the opportunity to even try to code the radio, because it was locked up by someone else. The replacement radio is $150.00 I did tell the customer that I would install it for Free, how much more can I do. We did not create this problem, why should we be held responsible for it? We did all we could to try and help this customer, who is now demanding that we pay for her radio that she admits [redacted] locked up by disconnecting the battery? Somehow the customer is confused, and thinks that we attempted to enter the radio code twice, this is incorrect the radio would not allow us to even attempt to enter the code, it was already locked up from previous attempts.
Good morning,The $24.99 shop supply charge is for waste disposal, chemicals used for lubrication and cleaning , fluid top off , seat covers and floor mats used in the clients vehicle. Some chemicals have a cost for the can,bottle or container that is at a greater cost . We may only use a little amount of it but would have to charge out the whole unit. We use a percentage charge of 10% of labor to a max of $24.99. The repair and diagnosis was performed as per the MFG. I would like to note in repairing a computer controlled system you first have to make sure the computer software is up to date before you can repair any hard parts. We would have preferred to find the other concern before returning the vehicle to the client . However the concern did not manifest itself before that had happened.thank you
Please contact Bob C[redacted], MAG service director, at ###-###-####. He would like to schedule a time to get your vehicle in here and handle your concerns.Thank you again for providing your information and your concerns.Scott U[redacted]Business Development DirectorMidwestern Auto...
Group###-###-####
Dear Mr [redacted], My sincere apologies. At Midwestern Auto Group it is our goal in making sure that each and every guest is treated fairly and with respect. We are grateful for the opportunity to earn your business. It makes us...
unhappy to hear that you were not completely satisfied. At times, especially on Saturday mornings, we get extremely busy. It just happened to be one of those times where we did not have anyone available to accommodate you upon your arrival. We try to make sure that we have enough floor coverage so this does not happen. Again, we take comments like this very seriously and hope that we can still help with your automotive needs in the near future. We would appreciate a second chance to make it right for you. Sincerely,
Hello,We have reviewed this concern. We have hound that the nature of the damaged was not done in our wash bay area due to a couple of things 1) the type of wash system we use does not leave circular marks. 2) if a towel had done this it would not have been only in two spots...
it would have been all over the vehicle. We value our customer and if we had done damage to a clients vehicle we would have taken care of it 100% and just because we have insurance doesn't mean we would repair a clients vehicle when we are not at fault.
Hello,The client and I have discussed the situation with there vehicle. When they contacted me on Saturday 9/30/2017 we delivered them a loaner to there desired location. The vehicle was diagnosed the next business day . We have made attempts to reach them to discuss and they and I keep playing...
phone tag. As of last evening 10/11/2017 I emailed them a estimate for the vehicles needed repaired. The vehicle needs to replace the starter .On 03/18/2017 the vehicle was brought in for maintenance service. see attachment. At that time a we performed a multi point inspection on the vehicle. We recommended replacing 2 tires. During the maintenance service the spark plugs were replaced and the vehicle had a scan of the engine management system. It was determined that there was a misfire on cylinder number 4. While removing the spark plugs the coils were inspected and found to have a concern. They were replaced during the spark replacement at no additional labor just the parts. If the coil, coils were to fail the vehicle would run rough and could possible stall out. The client did approve that repair. The mileage on the March visit was 111366.The customer returned on September 18,2017 @ 120941 miles (they had driven 9575 miles) with a complaint of Engine shuts off while driving. We performed a diagnosis and found a the intake and exhaust vanos were causing the concern. we also performed a Multi Point Inspection . The client approved the Vanos repairs . They also approved a replace low beam head lamp bulb and perform a full vehicle detail. The repairs were completed and the vehicle was test driven 11 miles to verify the repairsDuring the MPI process there was additional needed repairs found and they were noted on the ro.The vehicle was finished and parked in the garage waiting for the client to pick up there vehicle. When the customer arrived it was noted that our technician did not replace the head lamp bulb. They replaced the head lamp bulb in the service drive and then drove the vehicle out to return it to the client. The client was given the keys and they left. When the customer returned after hours to retrieve there vehicle it did not start.The regular price for there starter replacement would be $887.06 and I discounted it down to $607.86 including all taxes. I am waiting the customers approval.SincerelyBob C**Director of Retail Service Operations