POCHTECA

After reviewing Mr [redacted] claim we have decided to refund him the $that he has requested The check was mailed to Mr [redacted] today We apologize to Mr [redacted] for the poor communication on this matter and make him aware that we have changed our policies on out of state transactionsThe sales staff has been notified to make sure any and all out of state buyers are aware that we will only collect 6% Kentucky sales tax In addition to this we are now writing this on the purchase order of each out of state transaction and obtaining the buyer(s) signature(s) on that line of the contract

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I was contacted by the service manager regarding this matterI informed him that I had already contacted the service inspector who told me that the vehicle would not be covered if I did not have receipts from a professional service of all the maintenance performedThe service inspector was very clear that if I did my own work on the vehicle, which I did, it would not be covered by warrantyMy issue with Neil Huffman is not the service contract which is explicitIt is the fact that this issue first arose, the first time I brought the vehicle in, it would have been coveredHowever, I was lied to, and told that the engine was fineAll of the facts in my original complaint still apply.I have since bought a new vehicle, and got rid of the defective vehicle that is the subject of my complaint Regards, [redacted] ***

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*** ***This letter acknowledges receipt of the above reference complaintAs you know, the Neil Huffman Auto
Group appreciates the opportunity to respond whenever a customer complaint is brought to our attention.Mr*** has had an open claim with his Service Contract Company for some time and they have attempted to schedule an inspector out to look at the engineUnfortunately, the vehicle had been picked up prior to the inspector's visitThe issue with the current claim is the lack of service/maintenance records for the vehicleWhile, Mr*** admits that he performed all of the work himself, he has yet to provide any documentation regarding this maintenance to the Service Contract CompanyWe have offered to assist him in locating receipts or purchase records to document the services on the vehicle as well as pick up the vehicle to facilitate the inspection, but he has declined both offersCustomer service and satisfaction is of the highest importance to the staff of Neil Huffman Volkswagen and I regret to report that Mr*** has refused our offers of assistance.Again, thank you for your assistance with this matterShould you have any questions or require further information, please do not hesitate to contact me.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Mr*** mentioned in his responded mail stated that "All recommended repairs were performed as well as A four wheel alignment", if you look at the repaired was done on 3/09/it did not mentioned any Master Technician name or mentioned anything about the car alignment was within manufacturers specifications(the Work order Rshow alignment paperwork, it from the repair was done on 3/25/2015)I wanted to spoke to Mr.*** and *** in the same room, as we personally asked *** to do FULL INSPECTION of the vehic** and repaired any damage to *** standard, we're more concern about the repaired done right in the first place than the repair cost and we already fi** claim with our insurance
When we brought our car back on 3/26/2015, we express our concern and how scared we were driving the car to ***, per Mr*** mentioned in his mail that the vehic** had a SLIGHT VIBRATION, PULLING TO THE **FT AND NOISE COME FROM FRONT PASSENGER SIDE. it was no big deal for *** dea**rship and they are not too concern about our customer safety
We are more disappoint with the fact that we have to brought our car back 3rd time for repair, I don't think Mr.*** see thatWhat worse is that he not concern too much about the safety of his customer and terrib** service that he team provided, just as long as we continued to paid them what they want
They take our money and we are not happy with their service, we would want nothing more for *** to p**ase do their job right this time and Mr.*** to personally assurance our customer satisfactionWe will brought the car back for them to do a FULL INSPECTION AGAIN and call our insurance company, at any cost$$$$$$ we just want our car back running like newIf he is not confidence with his service team than per-half we need our refund and take our business somewhere else that put customer safety and satisfaction first
Note: we cal**d mr*** and **ft voice mail, also no return call from him either
Regards,
*** **

SEE ATTACHMENT FOR RESPONSE IN ITS ENTIRETY AND DOCUMENTS.
Mr. ** originally came to use on March 13, 2015, stating that he had struck a curb. After inspection of vehic**, our Master Technician found one wheel bent beyond repair, the coinciding TPMS sensor malfunctioning, and the wheel bearing...

damaged as well. (**ft front wheel) All recommended repairs were performed as well as a four wheel alignment. When vehic[redacted]ft dea**rship, the alignment was within manufacturers specifications,
Client returned with the vehic** on 3/26/2015, stating that the vehic** had a slight vibration at highway speeds, that the vehic** was pulling to the **ft, and a ratt** concern from the front end. Upon inspection of the vehic**, by the same Master Technician, the dea**rship personnel found the other three wheels out of balance, the alignment was within manufacturer's specifications, and the ratt** concern was determined to be a loose glove box. (several loose dvds and cd cases were found causing the rattling) We repaired the glove box.
The latest visit to the dea**rship was on May 1, 2015, when the client stated they were experiencing a ratt** in the front of the vehic** again, and a braking pulsation. After inspection again, the same technician found the front brake rotors warped and the right front strut failing causing the new ratt**. Client declined any repairs to the brake system and the strut replacement. It should be noted that dea**rship personnel attempted to resolve customer's concern by including the strut replacement in the previous insurance claim for the wheel. Every time the client brought the vehic** in, we provided a loaner at no cost to Mr. **. In regards to management not responding to Mr. **'s request to be contacted, the Service Manager tried twice to contact Mr. ** with no answer or voicemail set up to **ave a message. We feel that there isn't any reason to refund for work comp**ted due to all work performed was to manufacturer's specifications.
P**ase contact me with any further questions or concerns.
[redacted]
GM-Neil Huffman [redacted] at Oxmoor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was contacted by the service manager regarding this matter. I informed him that I had already contacted the service inspector who told me that the vehicle would not be covered if I did not have receipts from a professional service of all the maintenance performed. The service inspector was very clear that if I did my own work on the vehicle, which I did, it would not be covered by warranty. My issue with Neil Huffman is not the service contract which is explicit. It is the fact that this issue first arose, the first time I brought the vehicle in, it would have been covered. However, I was lied to, and told that the engine was fine. All of the facts in my original complaint still apply.I have since bought a new vehicle, and got rid of the defective vehicle that is the subject of my complaint. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

After reviewing Mr. [redacted] claim we have decided to refund him the $424 that he has requested.  The check was mailed to Mr. [redacted] today.  We apologize to Mr. [redacted] for the poor communication on this matter and make him aware that we have changed our policies on out of state...

transactions. The sales staff has been notified to make sure any and all out of state buyers are aware that we will only collect 6% Kentucky sales tax.  In addition to this we are now writing this on the purchase order of each out of state transaction and obtaining the buyer(s) signature(s) on that line of the contract.