SanTan Volkswagen

In regards to the customers concerns, the customer never asked the specifics of warranty coverage in regards to the batteryAll of the coverage’s are included in the owner’s manual and were provided to the customer at time of purchaseAlmost all manufacturers have a prorated coverage on their battery, Volkswagen is not the exception when it comes to thisI have included the coverage’s that are set in place by Volkswagen of AmericaSanTan Volkswagen discounted the cost of the battery and install for the customerWe also offered to remove the battery and he could have the work done somewhere else if he wanted too, he did not want us to remove the battery

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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] the dealer did not understand if I know from first day of the sale battery won't be cover and the manger of the dealer failed to provide me with this warranty info, that is the main reason I did not know anything about the battery warranty, and they ask me to find this info by my self, also this dealer service man called Thomas called to let me know they replaced the battery already not to ask me if it's okay to replace it or not, the car has been sent to them already do I have any other choice to declined, again the manger on the first day of sale failed to provide accurate info about battery warranty, Honda provide years warranty, I own BMW as well cover everything on the car for total of years including brake and disk rooter as welldon't know what is the dealer talked about they must admit the manger failed to provide accurate information about the warranty and they should apologize about his mistake and refund my money back, I was trying to be nice to them when I offered to pay $but they don't deserve anyone to be nice with them anymore

In response to the customers complaintAll work is authorized prior to completion*** the service advisor contacted the customer to let him know that there was an issue with the battery and the cost of replacement was plus taxthe customer authorized the dealer to replace the battery
and when coming in to pick up his vehicle, he disputed the chargesHe spoke with the service manager about the charge and my service manager reduced the cost to the customer, only charging for the cost of battery and laborWe even removed the charge for shop suppliesSee attached documentsFurthermore, we gave the customer the option to take the battery out if he did not want to pay for it, as he stated he could get it cheaper somewhere elseHe then stated that he would only pay $and if we did not agree to that he would dispute itThe customer is comparing the 3yr./36k factory warranty to Honda and stating that we were dishonest about the coverage’sThe customer was provided with all of the warranty information at time of purchase, which can be found in the owner’s manualIf he was not willing to pay the amount charged, then the customer should not have authorized the dealer to complete the work over the phone when the advisor contacted himI tried to explain to him that the battery is considered a "wear and tear" item like brakes or tires, but he just kept repeating that Honda covers the battery under their warrantyYes, I did contact Honda to ask about their warranty coverage for a battery, because I was not familiar with that information, as most manufactures do not include the battery as part of the 3yr./36K warranty, as it is a pro-rated warranty, like with Volkswagen.As a dealer we were willing to work with the customer and discount the cost to only pay for the battery and labor and he was not pleased with thatHe argued with us and threatened to escalate the situation if we did not agree to the amount he was willing to pay

I purchased a audi afrom San tan VW in December I was originally told it was zero down with my outside financing and they'd take my paperwork and finish the approvalA week later I was told I needed to give $down to get the payment where I wantedI told them I couldn't afford it and gave the keys backMiraculously they said instead if I can give $700, it would be fine, which I gave them $on my credit card and $in a checkdays later, they said my financing did not go through and said I needed an additional $to keep the carI called my financing and they said that Santan VW had weeks to contact them at which time nobody responded and finally had to extend my credit another days at the price of $600, which VW said that I had to pay even though I did not do the financingI returned the vehicle at which time they said they can't refund my deposit because I had the car for daysI issued a charge back on my credit which I got, but the $they would not returnIn the meantime I went to *** *** where they approved me right away and no money down for a nicer and more expensive vehicleDo not give them any money! After asking politely twice to stop calling and sending me offers, I still receive emails from this store about their great dealsThis place is a joke, they kept my $because they took weeks to contact my financing bank, and then ran with itIf I didn't call *** *** for a chargeback it would have been the full $This places owes me, and they still haven't returned my callsI still have all receipts, call logs and names if anyone needs who I worked with

We went to the San Tan VW dealership to look at a used white Honda Civic on 2/6/year old *** worked with us on test driving the Honda, gave us the vehicle background (lie) and stated it had never been in an accident, wreck, the car fax was clean, and that an old couple traded in the car weeks prior to *** for a VW Passat and only used it for groceries; turns out these were ALL liesAfter the test drive we sit down to discuss financing where *** shows us some monthly payment options and states that no interest rate was included in the rate (turns out standard interest rate is always included in a quote), then after a bad feeling with all of ***'s stories I contacted a friend to do quick research on the vehicle searching by vin #Turns out *** had lied about almost everything, the car had been in a wreck, airbag deployed, among other mechanical issues, the vehicle was sold at auction to a Honda dealer that San Tan VW owns, not brought in by an old couple and traded for a VWOnce I confronted *** about the facts, he turned bright red, ran to his manager (guy with glasses) and came back with the car fax and another story about how the Honda dealer that purchased the vehicle at auction had not informed anyone about the wreckI was infuriated with *** and his manager for lying for over an hour as well as wasting my time, not to mention that he lied about the car fax, the story behind the vehicle, and put my girl's life in danger by almost selling an unfit vehicle, just to make $and get it off the lotTo make matters even worse, *** called my cell phone on Friday trying to explain his reasoning for lying, I wanted nothing to do with him so I hung upThen, he sends me a text message "I just wanted to let you know that I really didn't know it had a bad carfax...I did lie about the previous owner however only because I sold cars yesterday and if I would've sold I would've made $so I chose to lie and I sincerely apologize even if it means nothing to youWhat I was also going to say was I'd like to personally fill up your gas tank out of my pocket and then you never have to hear or see me againI'm really not a bad person even you think that." There are so many things wrong with this whole situation; lying, harassment, justification for misleading someone, all for $150, and being that this kid is years old, it speaks volumes about his training and the company he works forThis experience gives credibility to the horrible stigma that all car salesmen are thieves and liars, and if I was a car salesmen and was honest and played by the rules, I'd be pissed off that situations like this feed the negativity associated with the jobLastly, I should have done some research beforehand as after we left the dealership we looked up San Tan VW on *** and the ratings/stories are not good; for that I take the blame

The Finance Manager and General Manager *** *** both refused my request in financing to show me bank interest rate responses that were obtained with the use of my social security numberI asked over times very clearly - I wan't to see the the rate that the bank came back withThat is very clearThe Finance Manager just pulled an interest rate that he liked out of thin air and refused to show me my ratesThe San Tan dealership quotes a high rate even if you qualify for a lower rate and then they clam the differenceThe customer gets a higher monthly payment and San Tan keep the difference in interest for the full term of your loanIf information is obtained using your Social Security number under federal law, you have the legal right to see that informationSan Tan Volkswagen's failure to show me my rates is a clear violationI will do my part to report this dishonest activity in as many places I can to protect consumers from these practicesCustomers deserve better than this and it is this kind of activity that gives car sales the black eye in the business world that it already hasI would not recommend this dealership to anyone

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
 
 the dealer did not understand if I know from first day of the sale battery won't be cover and the manger of the dealer failed to provide me with this warranty info, that is the main reason I did not know anything about the battery warranty, and they ask me to find this info by my self, also this dealer service man called Thomas called to let me know they replaced the battery already not to ask me if it's okay to replace it or not, the car has been sent to them already do I have any other choice to declined, again the manger on the first day of sale failed to provide accurate info about battery warranty, Honda provide 3 years warranty, I own BMW as well cover everything on the car for total of 4 years including brake and disk rooter as well.. don't know what is the dealer talked about they must admit the manger failed to provide accurate information about the warranty and they should apologize about his mistake and refund my money back, I was trying to be nice to them when I offered to pay $120.00 but they don't deserve anyone to be nice with them anymore.

We were very excited when we came to San Tan VW to purchase our new Passat. I should have known that it all went too smoothly... The day after we bought the car I noticed that the stereo volume was fluctuating at random. I played with the settings & looked at the manual, no luck. I then took the car into service, they told me it was a setting. We left service & parked for a minute, it still did it. So I called again. The sales man we were working with was great. He came out and picked up the car from my work & dropped it off when they were done NOT DOING ANYTHING WITH IT. I was told that "that is the way the manufacturer made the stereo to function" and that there are no plans to fix it. The loaner car they gave me did the same thing. The service guys told me that they drove my car for 40 miles and couldn't replicate the problem, but the sales guy said that on the 4 mile drive to my work he noticed it. I dropped it off a 3rd time to be looked at again. Again we were told there was nothing that they could do. My husband called and tried to talk to a sales manager about what we can do to return it because we were unhappy. We were told we can trade it in and take the hit plus pay the difference for the upgraded model with the working stereo. Or buy our own satellite stereo, pay to have it installed and pay for the monthly service. Or deal with the stereo that I constantly have to turn the volume up on. It's incredibly annoying. I don't feel like we were being unreasonable with requesting a car that functions properly. We hadn't bought a new car in over 13 years & when we finally could we got stuck with a car that we are unhappy with, from a dealership that doesn't care that they are putting out products that don't work.

Great people over at San Tan Volkswagen. I worked with Jack and he got me the deal I wanted. I was looking everywhere for a R line passat with lighting and Jack was able to locate one and get it for us. I was in and out within an hour. The pricing was hands down cheapest in Az. My wife and I are very happy and satisfied with the service. Highly recommend going to San Tan Volkswagen. Ask for Jack. He's been there since day one. Thanks again guys.

We were very excited when we came to San Tan VW to purchase our new Passat. I should have known that it all went too smoothly... The day after we bought the car I noticed that the stereo volume was fluctuating at random. I played with the settings & looked at the manual, no luck. I then took the car into service, they told me it was a setting. We left service & parked for a minute, it still did it. So I called again. The sales man we were working with was great. He came out and picked up the car from my work & dropped it off when they were done NOT DOING ANYTHING WITH IT. I was told that "that is the way the manufacturer made the stereo to function" and that there are no plans to fix it. The loaner car they gave me did the same thing. The service guys told me that they drove my car for 40 miles and couldn't replicate the problem, but the sales guy said that on the 4 mile drive to my work he noticed it. I dropped it off a 3rd time to be looked at again. Again we were told there was nothing that they could do. My husband called and tried to talk to a sales manager about what we can do to return it because we were unhappy. We were told we can trade it in and take the hit plus pay the difference for the upgraded model with the working stereo. Or buy our own satellite stereo, pay to have it installed and pay for the monthly service. Or deal with the stereo that I constantly have to turn the volume up on. It's incredibly annoying. I don't feel like we were being unreasonable with requesting a car that functions properly. We hadn't bought a new car in over 13 years & when we finally could we got stuck with a car that we are unhappy with, from a dealership that doesn't care that they are putting out products that don't work.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

 

 the dealer did not understand if I know from first day of the sale battery won't be cover and the manger of the dealer failed to provide me with this warranty info, that is the main reason I did not know anything about the battery warranty, and they ask me to find this info by my self, also this dealer service man called Thomas called to let me know they replaced the battery already not to ask me if it's okay to replace it or not, the car has been sent to them already do I have any other choice to declined, again the manger on the first day of sale failed to provide accurate info about battery warranty, Honda provide 3 years warranty, I own BMW as well cover everything on the car for total of 4 years including brake and disk rooter as well.. don't know what is the dealer talked about they must admit the manger failed to provide accurate information about the warranty and they should apologize about his mistake and refund my money back, I was trying to be nice to them when I offered to pay $120.00 but they don't deserve anyone to be nice with them anymore.

In response to the customers concerns, as a dealer we are only able to go back 120 days from the request of cancelation. being that the customer refinanced her vehicles back on July 23rd of 2012 and did not contact me until October of 2013 this posed a problem. the customer was requesting...

us to cancel her GAP insurance on both vehicles back to the original refinance date of the 23rd of July 2012. I have escalated this all the way up to the rep. of the GAP company to see if they could assist me in this matter. He said that he would push to have it canceled for me at the date of July 23rd 2012...I am sorry that this has taken longer than the customer expected, but since we as a dealer are unable to complete her request I needed to involve other parties. I am hoping to have a confirmation of the cancelation from the GAP rep. within the next few days. once I receive that it will take a approx. 5 weeks to receive the funds so that they can be reimbursed back to the customer. Thank you,[redacted]

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.

While I do appreciate the response, I want to clarify that the whole reason that we purchased the GAP Insurance is because we were told that it would in fact transfer over when we refinanced the cars. If we were told the truth from the beginning, we would not have purchased the GAP Insurance from the dealership and we would not be here today. As stated in my orginal response, it was not until shopping for new insurance policies that it was brought to our attention that the GAP likely did not transfer and when I contacted San Tan Volkswagen for answers, I still could not get a straight yes or no. While I do appreciate [redacted] working with the GAP Rep to back date the refund, at this time, I do not want to consider this matter resolved until we receive confrimation that the back date has been approved and that the refund will be processed for both cars. Being that this information was sent back in October and after numerous follow ups, we were not able to rectify the situation on our own, I have minimal faith that it will be rectified if this matter is closed resolved prior to it actually being resolved. Given this information, I would like to keep this matter open until I receive confirmation that our request of being refunded for the GAP Insurance is fulfilled.

Regards,

We went to the San Tan VW dealership to look at a used white 2010 Honda Civic on 2/6/14. 19 year old [redacted] worked with us on test driving the Honda, gave us the vehicle background (lie) and stated it had never been in an accident, wreck, the car fax was clean, and that an old couple traded in the car 2 weeks prior to [redacted] for a VW Passat and only used it for groceries; turns out these were ALL lies. After the test drive we sit down to discuss financing where [redacted] shows us some monthly payment options and states that no interest rate was included in the rate (turns out standard interest rate is always included in a quote), then after a bad feeling with all of [redacted]'s stories I contacted a friend to do quick research on the vehicle searching by vin #. Turns out [redacted] had lied about almost everything, the car had been in a wreck, airbag deployed, among other mechanical issues, the vehicle was sold at auction to a Honda dealer that San Tan VW owns, not brought in by an old couple and traded for a VW. Once I confronted [redacted] about the facts, he turned bright red, ran to his manager (guy with glasses) and came back with the car fax and another story about how the Honda dealer that purchased the vehicle at auction had not informed anyone about the wreck. I was infuriated with [redacted] and his manager for lying for over an hour as well as wasting my time, not to mention that he lied about the car fax, the story behind the vehicle, and put my girl's life in danger by almost selling an unfit vehicle, just to make $150 and get it off the lot. To make matters even worse, [redacted] called my cell phone on Friday trying to explain his reasoning for lying, I wanted nothing to do with him so I hung up. Then, he sends me a text message "I just wanted to let you know that I really didn't know it had a bad carfax...I did lie about the previous owner however only because I sold 2 cars yesterday and if I would've sold 3 I would've made $150 so I chose to lie and I sincerely apologize even if it means nothing to you. What I was also going to say was I'd like to personally fill up your gas tank out of my pocket and then you never have to hear or see me again. I'm really not a bad person even you think that." There are so many things wrong with this whole situation; lying, harassment, justification for misleading someone, all for $150, and being that this kid is 19 years old, it speaks volumes about his training and the company he works for. This experience gives credibility to the horrible stigma that all car salesmen are thieves and liars, and if I was a car salesmen and was honest and played by the rules, I'd be pissed off that situations like this feed the negativity associated with the job. Lastly, I should have done some research beforehand as after we left the dealership we looked up San Tan VW on [redacted] and the ratings/stories are not good; for that I take the blame.

In response to the customers complaint. All work is authorized prior to completion. [redacted] the service advisor contacted the customer to let him know that there was an issue with the battery and the cost of replacement was 189.00 plus tax. the customer authorized the dealer to replace the battery...

and when coming in to pick up his vehicle, he disputed the charges. He spoke with the service manager about the charge and my service manager reduced the cost to the customer, only charging for the cost of battery and labor. We even removed the charge for shop supplies. See attached documents. Furthermore, we gave the customer the option to take the battery out if he did not want to pay for it, as he stated he could get it cheaper somewhere else. He then stated that he would only pay $120.00 and if we did not agree to that he would dispute it. The customer is comparing the 3yr./36k factory warranty to Honda and stating that we were dishonest about the coverage’s. The customer was provided with all of the warranty information at time of purchase, which can be found in the owner’s manual. If he was not willing to pay the amount charged, then the customer should not have authorized the dealer to complete the work over the phone when the advisor contacted him. I tried to explain to him that the battery is considered a "wear and tear" item like brakes or tires, but he just kept repeating that Honda covers the battery under their warranty. Yes, I did contact Honda to ask about their warranty coverage for a battery, because I was not familiar with that information, as most manufactures do not include the battery as part of the 3yr./36K warranty, as it is a pro-rated warranty, like with Volkswagen.As a dealer we were willing to work with the customer and discount the cost to only pay for the battery and labor and he was not pleased with that. He argued with us and threatened to escalate the situation if we did not agree to the amount he was willing to pay.

In regards to the customers concerns, the customer never asked the specifics of warranty coverage in regards to the battery. All of the coverage’s are included in the owner’s manual and were provided to the customer at time of purchase. Almost all manufacturers have a prorated coverage on their battery, Volkswagen is not the exception when it comes to this. I have included the coverage’s that are set in place by Volkswagen of America. SanTan Volkswagen discounted the cost of the battery and install for the customer. We also offered to remove the battery and he could have the work done somewhere else if he wanted too, he did not want us to remove the battery.

I purchased a 2010 audi a5 from San tan VW in December 2013. I was originally told it was zero down with my outside financing and they'd take my paperwork and finish the approval. A week later I was told I needed to give $2000 down to get the payment where I wanted. I told them I couldn't afford it and gave the keys back. Miraculously they said instead if I can give $700, it would be fine, which I gave them $500 on my credit card and $200 in a check. 17 days later, they said my financing did not go through and said I needed an additional $2300 to keep the car. I called my financing and they said that Santan VW had 3 weeks to contact them at which time nobody responded and finally had to extend my credit another 30 days at the price of $600, which VW said that I had to pay even though I did not do the financing. I returned the vehicle at which time they said they can't refund my deposit because I had the car for 30 days. I issued a charge back on my credit which I got, but the $200 they would not return. In the meantime I went to [redacted] where they approved me right away and no money down for a nicer and more expensive vehicle.
Do not give them any money! After asking politely twice to stop calling and sending me offers, I still receive emails from this store about their great deals. This place is a joke, they kept my $200 because they took 2 weeks to contact my financing bank, and then ran with it. If I didn't call [redacted] for a chargeback it would have been the full $700. This places owes me, and they still haven't returned my calls. I still have all receipts, call logs and names if anyone needs who I worked with.

The Finance Manager and General Manager [redacted] both refused my request in financing to show me bank interest rate responses that were obtained with the use of my social security number. I asked over 5 times very clearly - I wan't to see the the rate that the bank came back with. That is very clear.
The Finance Manager just pulled an interest rate that he liked out of thin air and refused to show me my rates. The San Tan dealership quotes a high rate even if you qualify for a lower rate and then they clam the difference. The customer gets a higher monthly payment and San Tan keep the difference in interest for the full term of your loan.
If information is obtained using your Social Security number under federal law, you have the legal right to see that information.
San Tan Volkswagen's failure to show me my rates is a clear violation. I will do my part to report this dishonest activity in as many places I can to protect consumers from these practices.
Customers deserve better than this and it is this kind of activity that gives car sales the black eye in the business world that it already has.
I would not recommend this dealership to anyone.

I have received a confirmation from the rep. that he did in fact process the cancelation of GAP for both vehicles, but the customer can review her paperwork and call the phone number on the bottom of her contract to confirm with them, so she has verification that it has in deed been canceled. there is nothing that I can personally provide to her, to prove it was canceled until I receive the funds...and send her the check, since we had it internally processed through the rep. I understand her concern, so that would be my recommendation. Thank you, [redacted]