Platinum Volkswagen

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here [redacted] speaks in half truthshe is a slick talking car salesmani received no assistance from the service department and less assistance from sales [redacted] took me into a private office because he did not want his potential new sales customers to hear what I had to say so he hid me in private my voice was not one of menacing it was one of frustration that this dealer completely turned its back on me because there were no more sales opportunities furthermore [redacted] had to provide a very long answer to the complaint because it was a long process for me to resolvehe is uding my story and sprinkling in his version of the truththe truth is that I was a loyal customer to the dealer and they only found out about the resolution from my letter to Revdex.comask [redacted] why no one got back to me as they said they would when I left the dealer why because they were mad that I weas complaining about the level of treatment and unprofessionalism I received I woul not go to this length to make up a story mI am writing to inform others to beware of their business practice [redacted] has a wonderful story built on lies to protect the dealer imagei have also reached out to Volkswagen USA to file a formal complaint as well [redacted] did not go the extra mile as he would love to pat himself on the back for he was simply asked to do his jobwhich he could not do effectively if I were the owner of the dealer I would reprimanded him for loosing a customer and my Uncle as a customer as wellDo what you want with my complaint, but they do not deserve the A+ rating from you if the behave in this manneri will take my business elsewhere and hope that this complaint will help the dealer realize that it is not just about the sale and spare future customers the grief and frustration I had to endure thank you [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Tell us why here... *** *** called me several months ago to discuss returning his leased Passat before the lease expiredI informed him that, while he was free to return the car at any time, he would be subject to early termonation charges if he returned the car earlier than days
before the Lease End DateI also mentioned that he would be responsible for all payments due, as well as the Disposition FeeHe mentioned to me that he had an Airbag light on (which I knew about from prior conversations)I told him that I though it might be covered under the warrany, and he most likely would not need to worry about itIf, in fact, he received a bill in error, I informed him that we would be happy to advocate for him with VW CreditHe subsequently turned the car in, within the day window as I suggested. *** *** received a call form *** *** on Saturday, March **, *** *** was unhappy because he received a Lease Return Settlement Statement from VW Credit which included the balance of his payments, the Disposition Fee, and a several small charges for 'Execess Wear”, including a missing Owners Manual and a charge for the Airbag warning light*** *** mentioned to *** *** that he felt the warning light charges were unwarranted, and he (*** ***) was confident that VW Credit could be convinced to waive the chargeThere was no discussion of the Dispositon Fee at that time*** *** requested a copy of the Settlement Statement and assured *** *** that we would contact VW on Monday 3/**, on his behalf. On Sunday, *** *** visited the showroomHe was visibly angry, and spoke to me in a loud, almost menacing toneI brought him into a private office, so we could discuss his concerns in privateHe indicated to me that he was upset about the Excess Wear chargesSince I was aware of the conversation with *** *** on Saturday (as I was present during the phone call), and I reminded him that *** *** and I would be happy to look into it for him on MondayI asked him to contact VW Credit to give me permission to advocate on his behalf. He continued to to speak in a hostile tone, indicating that he was not happy with this treatment, and was was going to continue to 'venbt”I informaed him that I would be happy to assist him on Monday, but I was not in a position to continue the conversation on Sunday, since there were no other ***s on duty, and I was needed by the staff and other customersI also indicated to him that I was not happy with the treatment I was receiving form him, as I did not, and do not, feel that his biligerence was warrantedI asked him to leave, and he eventually did. *** *** again contacted *** *** on Monday via telephone*** *** informed *** *** that VW credit agreed to waive the Excess Wear chargesHe then requested that we assist him in his efforts to avoid paying the Dispotion Fee*** *** once again reminded *** *** that Platinum Volkswagen did not have any contorl over the Dispotion Fee (I mentioned this to *** *** on Sunday as well)*** *** offered to look into a potential resolution, but was very clear that he did not believe the fee would be waivedI was also present for this conversation, and felt that, since the excess wear charges had been waived, there would be no further action required by Platinum VW

Enclosed are documents asked in your message from Revdex.com website. The reason you will see 279/month payment in the email and 294/month in the contract is because we had a big incident of our previous Volkswagon due to car malfunction and was issued $500 credits to compensate us for leasing a car. The...

dealer told us they will apply the $500 credits into each month paymentSincerely[redacted])

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here[redacted] speaks in half truthshe is a slick talking car salesmani received no assistance from the service department and less assistance from sales[redacted] took me into a private office because he did not want his potential new sales customers to hear what I had to say so he hid me in private my voice was not one of menacing it was one of frustration that this dealer completely turned its back on me because there were no more sales opportunities furthermore [redacted] had to provide a very long answer to the complaint because it was a long process for me to resolvehe is uding my story and sprinkling in his version of the truththe truth is that I was a loyal customer to the dealer and they only found out about the resolution from my letter to Revdex.comask [redacted] why no one got back to me as they said they would when I left the dealer why because they were mad that I weas complaining about the level of treatment and unprofessionalism I received i woul not go to this length to make up a story mI am writing to inform others to beware of their business practice [redacted] has a wonderful story built on lies to protect the dealer imagei have also reached out to Volkswagen USA to file a formal complaint as well[redacted] did not go the extra mile as he would love to pat himself on the back for he was simply asked to do his jobwhich he could not do effectively if I were the owner of the dealer I would reprimanded him for loosing a customer and my Uncle as a customer as wellDo what you want with my complaint, but they do not deserve the A+ rating from you if the behave in this manneri will take my business elsewhere and hope that this complaint will help the dealer realize that it is not just about the sale and spare future customers the grief and frustration I had to endure thank you[redacted] 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We installed the window tint that the customer requested and paid for. We did not take it upon ourselves to tint the customers car and force him into paying it. This was clearly a request from the customer. Enclosed (see attached) is a copy of the new law that came into effect on December **, 2016
[redacted]

The response Platinum VW was mostly incorrect. I do have a service contract with $100 deductible. The Insurance does pay for the diagnostic fee, and they did pay the diagnostic fee, and the repair of my vehicle minus the $100 deductible at Legend VW. Platinum VW wanted $600 diagnostic from me, not the insurance company, and John told me that he was putting the bumper back on the car, and that I should pick up my car. His mechanic did not follow the appropriate escalation procedure with Volkswagen after they couldn't figure out the issue. They should not charge $600 for a diagnostic fee, and I did not have any choice but to take my car back. There service was unsatisfactory, and that is why I signed the credit card with an X. As far as the name calling, that was all him, and the anti-Sematic remarks were not provoked, and the police came because I called them because Josh L[redacted] was very belligerent and offensive, and their were witnesses.

Tell us why here...
The customer came in with a complaint of malfunction turn signal AFS system malfunction and an oil change.The customer was advised  and signed for when he dropped off the car that there would be a $159 diagnostic fee and the oil change fee.That diagnostic fee covers one...

hour of diagnostic time.(See Attachment) The customer was advised of this at the inception and it is clearly stated and posted in the service writer's office.  We spent in excess of 2.5 hours diagnosing the vehicle. At that time we called the customer and told him we needed more diagnostic time and be insurance company would not approve it until we had a definitive diagnosis. The customer said that he does not want to pay anything above and beyond what the insurance company allows. The insurance company does not allow anything without a diagnosis . The diagnosis is the customer's responsibility as per the customers insurance company .At that point we could not go any further because the insurance company would not pay for diagnostic time.Customer refused any further diagnosis and we advise the customer to come and pick up his vehicle as we could not go any further.  When the customer came to pick up his car he signed his credit card statement XXX. We told him that was an unacceptable signature. At that time we told him the only way he could pick up his car was with cash.We customer was acting in a belligerent and violent nature. At that time the police were called.The police advised the customer that the XXX on the signature line of the credit card was not acceptable and agreed with the dealership.  At that time the customer was told by the police the only way he could pick up his car was with cash.The customer went to an ATM to get cash. When the customer returned from his trip to the ATM The customer jumped out of the car and called the service manager a [redacted] in front of the police.We spent in excess of 2.5 hours plus the oil change for this customer. We only charged the customer the $159 diagnostic (1 hour diag) fee plus the oil change.The customer is not entitled to a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I did request window tint but I did not get what I paid for.  Tint shade on my vehicle exceed NYS Tint law.  I ask Platinum VW service center to correct the issue but they said they no longer install tint because it’s a liability (because of the new law).  The dealership is using the new law as an excuse, but regardless of the new law, the tint installed on my car was not legal.  Platinum VW should either install legal shade tints or reimburse payment.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Greetings, we do not have a Richard K[redacted] in our data base?Are you sure you have the correct dealer?   [redacted] Platinum Volkswagen LLC.[redacted] ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted].It is insulting and racist to keep saying that my husband is responding for me. I have the master degree from one of the best universities in the states. It is the first time someone told me that I have a language barrier to communicate. It is racist to say so just because I have an Asian face or accent. It took maybe 3 hours but that is because I could not get a hold of my husband and I was not sure about what was agreed in the email. I took a long break going out to wait for my husband to call back. The finance manager and Manny all knew that.[redacted] Please refer it back to all the email communications. It states husband and wife throughout all our communication. Again we never stated we were not going to correct this issue but just as now they will not come into the dealership to correct this issueThey never indicated that they will fix the issue even after many emails I sent to Manny asking him to do so. I would not have brought it to Revdex.com if they said that they will fix it. I actually sent another email to Manny right after I saw this message. It has been 2 days and I still had no reply at all. Now time has past and the contract was submitted to the bank and no attempted has still been made by anyone on their end to come in and fix this nor a phone call back.Please refer to the email I communicated with Manny. I have been following up with Manny trying to fix it and all I was told is nothing he can do. I also tried to call but I was put on hold. All it is stated here is to blame the customer not contacting them which is not true. I asked Manny to fix it back to Jan 1st, and I sent lots of emails to follow up. Plenty of hours that a Teacher is not at workHow much do you know about Teacher’s work? Do you think teacher finishs right after the teaching hours? end of storyIt will be the end of the story if the VW confirms that they will fix the contract. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

First to for the record, this is a completely false statement. It seems that [redacted] is the one responding on behalf of [redacted] because of the language barrier when she was her for 3 hours trying to pick up the vehicle when trying to speak to [redacted]. 1) It's seems that everything we do is Sexist but no one at Platinum Volkswagen has done anything to imply such a ridiculous accusation. [redacted] is the one that state [redacted] is her Ex husband no one cares for the matter if she did carry his name or not we did not ask for this information, she gave that info, why would anyone pull that out of thin air.2) Again we never stated we were not going to correct this issue but just as now they will not come into the dealership to correct this issue. But instead take the time to file a complaint instead of calling the dealership to schedule the time to come in. Again this is why this is a false statement. Now timehas past  and the contract was submitted to the bank and no attempted has still been made by anyone on their end to come in and fix this nor a phone call back. We are here from 9 to 9 Monday to Thursday and 9-6 on Friday and Saturday as well as 12 to 4 on Sunday. Plenty of hours that a Teacher is not at work and if the matter was so important instead in making false and ridiculous sexist accusation on Revdex.com the customer could have called or came in to resolve the issue end of story.

Sir with all due respect Paul the sales manager took everyone one of your wife's calls.  We never hung the phone up on your wife.  When you called and became belligerent and threatened legal action, attorney general the phone was hung up on you.  Platinum has made good on all of its contractual obligations with [redacted].  Your frustration with Volkswagen Credit cannot be bestowed on Platinum Volkswagen.  Unfortunately the car had additional damage that the bank accessed that was not part of the deal with Platinum,  the balance had to be paid by the consumer.  The reason the customer feels his complaint is not resolved is because he wants to take no responsibility on the return of his leased vehicle and blame the dealer, for the entire bill even though it was not part of the new obligation.  We have documentation to provide that was signed of by the customer on delivery outlining exactly what Platinum's responsibilities were and they were completed.  Please have the consumer contact the bank where they leased the vehicle from to handle their complaint Platinum fulfilled its obligations to  the consumer.Thank you Platinum Mnagement

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dealership has been anything but professional in my opinion.  Calls involving my wife were never "understand" as the dealership has multiple times been short, hung up, and straight refused our calls.  They would state we would get a call the very next day, which weeks would then pass.  Attempts to relay information to the dealer from Volkswagen Credit were denied stating that we are working with low level people that do not know what's going on.  However, months later and it's still not resolved and we continue to get similar answers from Volkswagen Credit.
Volkswagen Credit has stated that they received no paperwork from the dealership whatsoever.  Excess wear and tear charges was $576.  After the $500 promotion for being a returning customer, that would leave $76.  If the dealership did send the money directly to Volkswagen Credit, why would $282 be applied to a remaining balance of $76?  This is also before and part of the deal about the dealership performing any repairs.  Any interpretations of my wife being pleased were misconstrued.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The tint law has been in affect since 1992 as stated on the DMV site (below).  "Since 1992, New York State law has required that all windshield and front side windows allow at least 70 percent of outside light to pass through."Furthermore, the bill that went into effect on January *, 2017, requires window tint testing during annual motor vehicle inspections.The tints installed on my vehicle only allowed 63% of outside light to pass through.  This is clearly an error the dealership made.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: The company required a diagnostic fee of $159 to fix a "Malfunction" in a turn signal. They called me to request another 3 hours of labor at $159 per hour to find out what was wrong. I have a service contract with a $100 deductible, and they said that I would be responsible for the difference between the service contract, and what they charged. I told them that argument was with the Service Contract people, and if there technician couldn't find out what the problem was within the allocated time period, that it was a technician problem. The service manager told me he would put the bumper back on, and I should pick up the car. When I picked up the car, I tried to pay by credit card, but that didn't work out. As I was waiting for them to bring my car around two people approached me, the service manager and the owner Josh L[redacted]. Josh L[redacted] told me I needed to pay him $290 cash, or he would not release my car, and then he started calling me vulgar names, and included [redacted] slurs, and "pay me my money, cash". I called the police, and they came, and I had to pay him cash to get my car, and the police couldn't do anything about the obscenities and the anti-Sematic remarks. I took my car to a different dealer [redacted], and they called me back, and told me it was the Ballast, and that the insurance company would pay for it.Desired Settlement: My desired outcome is that Platinum VW refund to me $160.

Business

Response:

Tell us why here...

The customer came in with a complaint of malfunction turn signal AFS system malfunction and an oil change.The customer was advised and signed for when he dropped off the car that there would be a $159 diagnostic fee and the oil change fee.That diagnostic fee covers one hour of diagnostic time.(See Attachment) The customer was advised of this at the inception and it is clearly stated and posted in the service writer's office. We spent in excess of 2.5 hours diagnosing the vehicle. At that time we called the customer and told him we needed more diagnostic time and be insurance company would not approve it until we had a definitive diagnosis. The customer said that he does not want to pay anything above and beyond what the insurance company allows. The insurance company does not allow anything without a diagnosis . The diagnosis is the customer's responsibility as per the customers insurance company .At that point we could not go any further because the insurance company would not pay for diagnostic time.Customer refused any further diagnosis and we advise the customer to come and pick up his vehicle as we could not go any further. When the customer came to pick up his car he signed his credit card statement XXX. We told him that was an unacceptable signature. At that time we told him the only way he could pick up his car was with cash.We customer was acting in a belligerent and violent nature. At that time the police were called.The police advised the customer that the XXX on the signature line of the credit card was not acceptable and agreed with the dealership. At that time the customer was told by the police the only way he could pick up his car was with cash.The customer went to an ATM to get cash. When the customer returned from his trip to the ATM The customer jumped out of the car and called the service manager a [redacted] in front of the police.We spent in excess of 2.5 hours plus the oil change for this customer. We only charged the customer the $159 diagnostic (1 hour diag) fee plus the oil change.The customer is not entitled to a refund.

Consumer

Response:

The response Platinum VW was mostly incorrect. I do have a service contract with $100 deductible. The Insurance does pay for the diagnostic fee, and they did pay the diagnostic fee, and the repair of my vehicle minus the $100 deductible at Legend VW. Platinum VW wanted $600 diagnostic from me, not the insurance company, and John told me that he was putting the bumper back on the car, and that I should pick up my car. His mechanic did not follow the appropriate escalation procedure with Volkswagen after they couldn't figure out the issue. They should not charge $600 for a diagnostic fee, and I did not have any choice but to take my car back. There service was unsatisfactory, and that is why I signed the credit card with an X. As far as the name calling, that was all him, and the anti-Sematic remarks were not provoked, and the police came because I called them because Josh L[redacted] was very belligerent and offensive, and their were witnesses.

Review: My husband knows about car a lot more than me so I asked him to reach the leasing agreement for me with the dealer. They reached agreement by email with all the cost and the mileage in writing. In the email it states 17,000 miles a year.

My husband had to work on the day when I went to sign the lease so I went on my own but my husband called them ahead of time two times to confirm with all details. I went there and they told me that everything stays the same as the agreement. As a new driver, I was overwhelmed by all the information with the new car and a stack of papers of the contract and all the options of after service coverages, so I overlooked the mileage part. My husband was on phone with me in the beginning but his phone run out of power in the middle of signing the contract. The sales person was like what is the problem with me not signing it yet, everything should be simple because it is the same as the agreement reached already in email. They reassured me that it is the same deal. After I sign the lease and took the car back home, I started to look at the details and I had questions about the mileage, I called back right away and they pretended that they do not know the mileage agreement and they asked me about the agreement. I could not get a hold of my husband at that moment and he made me to believe that the agreement was 13,000 miles a year and he told me that he gave me actually 2000 miles more than he agreed with my husband. The sales person asked me if I am happy. I said of course I am happy if he gave me more mileage, but I told him that I am not exactly sure about the agreement without my husband’s information. I finally got a hold of my husband and he showed me the agreement in writing which states that it is 17,000 miles per year.

I called back and wrote email to the sales person many times and he told me that there is nothing he can do on his end. He told me that I should contact the finance manager. The finance manager did not call me but called my husband and my husband told me that it was a very unpleasant phone call.

The dealer took advantage of me not being able to speak to my husband at the time of signing the contract. What they did was very wrong.Desired Settlement: I want the dealer (Platinum Volkswagen) to honor the previous agreement in the email and gave me 17,000 miles per year.

Consumer

Response:

Enclosed are documents asked in your message from Revdex.com website. The reason you will see 279/month payment in the email and 294/month in the contract is because we had a big incident of our previous Volkswagon due to car malfunction and was issued $500 credits to compensate us for leasing a car. The dealer told us they will apply the $500 credits into each month paymentSincerely[redacted] ([redacted])

I have just leased my third Tiguan from Platinum , and have had a totally unreal , bizarre experience . The car was picked up on February * , and would not start after shopping at Levittown Stop 'n Shop on Wednesday , February ** . The towing service was a nightmare , but dealing with Platinum's owner , Josh W[redacted] , was something out of a bad B movie . Initially , on 2/**, he tried to assure me that the car would be as good as new , but I remained fearful of the new push button ignition . On Friday , he insisted that nothing was wrong with the car and told me that he was not a psychologist so had no time to address my worries . Again , this is my third lease from this dealership . As a result of this conversation , and the total arrogance of W[redacted] , I contacted VW Customer Care immediately . VW contacted me today , and I was absolutely impressed by the professionalism and concern I encountered . However , W[redacted] called after hearing from VW headquarters and berated me for making him "look like a mn" by calling Customer Care , told me I was rude for having done so , and told me that as a result of my call never to enter his showroom again !!!! He then hung up on me . I immediately called back , asking to speak with the sales manager with whom I had dealt with on several occasions. W[redacted] took the call , demanded I apologize to him , complained that I was recording the conversation ( I was ) , and hung up again . His employees were obviously afraid of him . THIS IS HOW PLATINUM TREATS A RETURNING CUSTOMER WHOSE CAR WENT DEAD AFTER 10 DAYS . I am sure that anyone can do better than dealing with the likes of Josh W[redacted]. We choose a dealership out of trust in case things go wrong . One can hardly do worse than Platinum Volkswagen . By the way , take a good look at all of these reviews . Platinum makes it a point to look especially professional when there are no problems , but when life happens , this is not where you want to be . It has been alleged that customers are encouraged to write positive reviews , to get better service in return ; from other past customers I've networked with , the high rating ( similar to most Long Island dealerships ) is very suspect . In closing , and in fairness , the sales manager , Paul G[redacted] , is a perfect gentleman , but the bottom line is that every employee here works for a crude , self important ( admittedly wealthy ) , adolescent , Josh W[redacted] .

Review: On July **, 2009, I bought, a Volkswagen Jetta TDI at Platinum Volkswagen at [redacted]. This being my second new Volkswagen purchased, I opted for the extended warranty for 150,000 or up to July **, 2016. This contract was through the dealer and not Volkswagen itself but was handled by the dealer. The copy that I have from the day of sale says GE Warranty Services 5 Star with number [redacted].Unfortunately, my car had the engine light go on at 147500 miles. Well within the warranty. When I dropped it off for service I mentioned that I had the extended warranty and thought everything was fine. I am disappointed because when service called me they told me the parts broken, the diesel particulate filter and the catalytic converter, are not covered.I then contacted the extended warranty service. When I gave them my number the NA [redacted], they said that my contract had changed and my new number was [redacted] and that the parts were not covered. I told them I never saw this number or contract. They sent me a copy which I now have and it shows under section I an option called Ecomind. Guess what parts this covers? That is right, everything that is broken with my car.My problem with this is that I was never offered this option. My old contract does not even show this option and the new contract I never saw until Warranty Solutions sent it to me. I believe the dealer (Platinum) was negligent in informing me of this option. I would have definitely taken it due to the fact my last car a Golf TDI lasted for over 208000 miles and had the same problem after 150000 miles.When I tried to contact the head of finance or sales at Platinum they never even tried to talk to me.They considered the matter old since it was 4 years ago.Desired Settlement: I would like the remaining cost that I had to pay to be reimbursed to me.I was offered by VW of Amercia 75% of parts but I still had to pay over 2500 in a repair that should have been covered if they had told me about the added warranty.

Business

Response:

Volkswagen of America the manufacturer went above and beyond for this customer. They paid 75% of a particulate filter that is considered a maintenance item at 147134 miles. Platinum Volkswagen LLC is not the warrantor of the vehicle. We can only go by the list of items that the extended warranty covers and or the manufacture covers. In this case this particulate filter component is not covered by any warranty because it is considered a maintenance item. As I stated in the first paragraph. Volkswagen of America the manufacturer went above and beyond and paid 75% of the entire repair.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:Volkswagon did pay 75 percent of the parts cost. This should have been 100 percent.

The issue is that the warranty I signed at Volkswagon is not the same warranty that is on file. I never saw the option that would have covered the whole repair. This is not a maintenance issue but neglect by Platinum to tell me about the options about the warranty.

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

Sincerely,

Review: Platinum Volkswagen received a fully refundable $100 holding deposit and did not refund said deposit after I decided to contract with a competitor. I have contacted both the respective sales associate as well as the [redacted] via email to no avail and had made clear my desire to receive refund in two separate telephone conversations with both the sales representative and [redacted]. During these telephone conversations both the sales associate and [redacted] had stated the deposit would be refunded promptly.Desired Settlement: Volkswagen refunds charge as initially agreed and reimburses for time and expenditure on my side due to Volkswagen's actions or lack thereof.

Business

Response:

Customer never called the dealership, as she says. We have asked that she provide her credit card number as we do not have them on file. Upon her providing her credit card number she would be issued a credit. We cannot issue a credit without the card number.

Thanks [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that the response provided by the business is incorrect.

First, on 3/**/14, at 4:04 pm (call duration 7 minutes 17 seconds) we spoke with [redacted], and informed him we would not lease a car through their dealership at this time. We specifically requested that a refund be issued for the $100 deposit. [redacted] assured us that the refund would be issued that same day. On that same day, following our conversation with [redacted], we received a call from the [redacted], [redacted], at 4:29 pm (call duration 4 minutes 12 seconds) who also assured us that a refund would be issued that same day. At no point during either of these conversations did [redacted] or [redacted] request my credit card information to process the refund. Similarly, we never received a call following these conversations from either [redacted], [redacted], or any other dealership representative to obtain this information.

After we noticed that a week had passed and the refund had not yet posted on the bank account, we emailed [redacted] to follow up on 3/**/14. We never received any response.

It was not until the dealership was notified of the Revdex.com complaint and subsequently contacted us via telephone did they claim they required our credit card information to process the refund, which we provided for them.

While we indeed notice the refund posted to the bank account this morning, it is very unfortunate the dealership acted so disingenuously. We should not have needed to take measures as extreme as contacting the Revdex.com to elicit a response, and eventually receive the refund. Needless to say, we will not consider Platinum Volkswagen when purchasing a car in the future.

Sincerely,

Review: As a over 20 years VW customer, having received countless emails from Platinum VW (from whom I purchased my last vehicle), I went to inquire about possible models and cost. I settled on a Turbo Beetle. At the time (and as usual, the dealer doesn't want to quote a price until a deposit has been made!), I put a deposit down and chose the color black. The dealer didn't have that car on premise. That same afternoon, after some rese research about available colors, I decided to switch to Platinum Grey. I called the [redacted], left a message, and never got the courtesy of a response. I called back the next day and finally got the [redacted] on. He said that he had received my message and that it was no problem and that he would follow through on Monday. I never heard from the dealership until Wednesday, when a sales person called me to tell me that they had the car ( in black ) and that they wanted to go ahead with the paper work. I told the sales person that I had spoken to the [redacted] about the change of color and that I dint want the black vehicle. I tried countless time to reach the [redacted] and since I couldn't, I personally went to the dealership to get my deposit ( he had asked what I wanted to do when he couldn't locate a platinum grey model, and I said I wanted my deposit back ). Once I got there , I was told that the [redacted] was not in, and the [redacted] came to speak (rather threaten me ) to me. He told me that he had filed a case against me with VW headquarters (I had d signed a document with a non refundable deposit )and then asked me to leave the premise and that I would not get my deposit back. I have never been threatened and treated in such a way in ANY transaction (house, car, motorcycle, or any kind of purchase) I have had. I was intentionally mislead, tricked, trying the purchase a car from a company I have been associated with for two decades, from a violent, arrogant, thief!Desired Settlement: Since I was never given a copy of the document I signed , I want an investigation as to how lawful it is from a company not to produce a copy of the document to the customer and I want to look at the law that protect such blatant public thievery !

Business

Response:

This customer requested a special color- highly optioned vehicle. The customer signed a locate vehicle agreement. (See attached) In that agreement it clearly states that there is a $500 fee to locate and bring over this special order vehicle. It clearly states that this fee is nonrefundable. The customer changed his color choice after he was notified by our [redacted] that his special order vehicle was here at our store and ready for pick up.Now we are stuck with this vehicle. The documents the customer signed are very clear. The customer is not entitled to his $500 locate fee.

If you have any further questions please feel free to call me [redacted] at ###-###-####

Consumer

Response:

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

The response from the dealer is incorrect. As stated in my complaint ( and I have the phone records ), I changed the color order within 24 hour, actually the afternoon after my visit to the dealership. Since I received no response back from the [redacted], I called back the next day and when finally got him on the phone, I told me that it was fine and that he would go ahead on Monday with the request. He had at this point not yet located the black car anyway. I can forward to you a picture of the phone the two phone calls on Saturday and then the one phone calls on Sunday as prove of those exchanges. What does a dealership gain from losing a costumer just to keep their deposit !

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

Sincerely,