Smith Volkswagen Ltd.

I bought a Nissan Murano from Smith 2/15/I purchased a two year extended warrantyThe Murano recently broke down to a rear issueThe warranty company would not cover the repairsSmith was on my side and are paying for the repairs out of their pocketThe team at Smith is very trustworthyThey employee great people!

SERVICE DEPARTMENT IS TERRIBLE!
They are lazy and incompetent Not only could they not fix my brand new car in a timely manner, but they wouldn’t even work on it while they had it and left me without my brand new car for days!! Save yourself the time and hassle and avoid this place
My VW Passat was only two months old and CarNet didn’t work I made an appt and waited hours for them to tell me that they didn’t know what was wrong and they’d have to open a VTA with VW (a VTA is a request for technical assistance) I’d been there hours and no one could have done this after the first or second hour?? Adam told me it took this long to do the “troubleshooting” that they have to do before opening a VTA Ok, I’m no VW mechanic so I had to take their word for it He also said that the shop foreman was working on it Should be qualified, right? My car should be in good hands, right? Definitely not the case at Smith VW! I couldn’t wait any longer that day so I left and Adam told me that he would work on finding me a loaner so I could bring it in and leave it with them Well, I certainly didn’t expect what was going to happen next!
I took my car in on Thursday morning (Nov 13, 2014) and picked up the loaner, a Jetta, which is a decent car but much smaller than the Passat Thursday afternoon Adam called to let me know that there was no resolution and they’d need to keep my car another day He said they replaced a module but it still wasn’t working
On Friday afternoon the same call came again, except they hadn’t replaced any parts and had waited ALL DAY for VW to respond to the VTA He did say that more “troubleshooting” was done, but that seems to be their vague answer to make you think they’re working on your vehicle So, essentially, we’re no closer to a resolution than we were at this time yesterday When I expressed my concern to Adam he reminded me that he gave me a rental Thanks, Adam, I love that I’m paying top dollar for a loaded Passat and I’m driving a base model Jetta that my husband can’t drive because he’s not on the rental agreement and that he barely fits in because he’s 6’4”! Not to mention there’s no way that I can taxi around my daughter and her teammates plus all their backpacks and equipment in this small car If it were just for two days we could have survived, but now we’re going into the weekend with this rental I was furious and let Adam know as much I told him I expected resolution on Monday because I wanted my car back
Monday came and no resolution again He assured my husband, who had taken over communicating with them because I was livid that a brand new car couldn’t be fixed, that he had done more “troubleshooting” though Yeah, right
On Tuesday morning (DAY 6) I called VW’s Customer Care line (800-822-8987) and submitted a complaint against the dealership The same day my husband called our salesman and told him that if the car wasn’t fixed and returned today he would be filing a complaint with the Revdex.com Wouldn’t you know it, I received a call around 4pm telling me that the car was done And what was this problem that took the dealership almost a week to find? The car lost its connection with Verizon CarNet needs that connection to communicate So testing connectivity isn’t at the top of the list for things to check before they started tearing my brand new car apart replacing parts? This is precisely why I feel they are incompetent

ID Ms. *** *** In response to this Revdex.com complaint: Mr*** brought his vehicle into Smith Volkswagen after brake system repairs were performed at
a *** service centerMr*** stated that after the brake master cylinder was replaced at *** his brake pedal did not feel properWe diagnosed and found that his brake system vacuum pump was not operating properly and recommended replacementThe pump was replaced and the vehicle was picked up from Smith VWdays later Mr*** brought his vehicle back and stated that the check engine light was on, we diagnosed this due to vacuum lines needing replacement, due to age they were crackingdays later the vehicle was returned with a concern of a soft brake pedal and fluid leaking from the vehicle, we diagnosed and found a faulty brake booster we replaced the booster due to a leak Although two of these repairs are brake related the repairs are not related to one anotherIt is not unusual for a vehicle in excess of 110,miles to need to have these repairs or similar repairs performed at some point If you have any further questions please feel free to call me at *** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe business installed the right rear caliper and told me the problem still existsThe business suggest future diagnose starting dollarsI reject this recommendation because once the caliper is replaced, there should not be the warning light of electric parking brake fault.The truth is, the business did not do a "electric retract" of the caliper to clear the codeAnd the business claimed that the caliper does not respond to the central computer of my carI write this very clearly in my previous reportThe business didn't say yes and didn't say no.Ask the business, did you tell me that my caliper does not respond to my central computerAsk the business, did you do electric retract of my brand new caliperAsk the business, did you know you need to do electric retract once you install a new electric related caliper? If yes, why you didn't do it, or you DID NOT WANT TO DO IT.So far the business did not respond to my questions.
Regards,
*** ***

The customer called our parts department and ordered a rear brake caliper, then set up an appointment to have the caliper installedOn Saturday 7/18/the customer brought their car into have the part installed as per their requestThe caliper was installed and it was determined that the same
concern existed, the customer was advised that we would recommend a proper diagnosis to determine what the issue was -that was declined by the customer and the customer left

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would like to receive half of my labor costs or a credit from the shop for future work. Please read complaint to understand the scenario. Please contact me back about this matter and have a good holiday. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business installed the right rear caliper  and told me the problem still exists. The business suggest future diagnose starting 112 dollars. I reject this recommendation because once the caliper is replaced, there should not be the warning light of electric parking brake fault.The truth is, the business did not do a "electric retract" of the caliper to clear the code. And the business claimed that the caliper does not respond to the central computer of my car. I write this very clearly in my previous report. The business didn't say yes and didn't say no.Ask the business, did you tell me that my caliper does not respond to my central computer. Ask the business, did you do electric retract of my brand new caliper. Ask the business, did you know you need to do electric retract once you install a new electric related caliper? If yes, why you didn't do it, or you DID NOT WANT TO DO IT.So far the business did not respond to my questions. 
Regards,
[redacted]

[redacted] was promised two car payments by Volkswagen of America I sent the complaint to VWOA and they responded that they will send the payments to [redacted] very soon. We contacted Mrs. Naumann and let her know...

what VWOA stated. Thank you, [redacted]
Sent on: 3/18/2014 10:52:54 AM

As a goodwill gesture we would like to offer Mr. [redacted] a $250.00 store credit. This credit is good for partsand or service, and is only offered after Mr. [redacted]s acceptance and only to put this issue to rest.

As previously stated the client diagnosed his own vehicle and ordered the parts and asked us toinstall them. I will talk each issue I question and address them one by one.The client states that once the caliper is replaced there should not be a warning light on.If the problem was a faulty caliper that would generally be true but since the problem apparently was not the caliper the light will remain on. And as the client stated we recommended further diagnosis.The client states that we did not do an electric retract of the caliper to clear the code.Performing an electric retract will not clear a code.The client asks: "did you tell me that my caliper does not respond to central computer"?Yes"did you do electric retract of my caliper"?Yes you must perform this to remove the caliper.'did you know that you need to do electric retract once you install new caliper: ?Yes as stated you cannot remove the caliper without performing this function.

Customer did purchased a vehicle at our dealership on 06/02/2014. The customer also purchased an optional 7 year  100,000 mile vehicle service contract for $3380.00. A any service contract cancellation within 60 days of purchase is 100% refund, after 60 days cancellation proceeds are prorated...

based on the lesser of days or miles less a $50.00 cancellation fee is spelled out on the contract.The cancellation process as well as the cancellation calculations are spelled out clearly in the service contract that was read and signed by the customer. We service to make every customers experience an excellent one. However.  I do not require our employees lo he subjected  to verbal attacks, Threats, and Foul language. The employee that disconnected the call with the customer had warned  the client that if the client'  use of foul language didn't stop that the call would be disconnected. The client clearly did not heed the warning and was disconnected after the continued use of profanity. The customer called back and left my employee a voicemail full of profanity, screaming and threatening to contact the Revdex.com as a consequence.  I personally listened to the message left for my employee by this customer, I don't ever expect one of my employees to feel like they need to communicate with someone who treats them in this manner. I have the voicemail saved and if the client consents to the Revdex.com Serving Delaware Iwould be happy to forward it for your review. The cancellation form was mailed to the customer per customer's request, once the customer signs the cancellation form and is returned to Smith Volkswagen. Ltd.the proceeds ($2,654.98) will be credited to the customer auto loan account in accordance with the guidelines and requirement spelled out within the service contract. I have reviewed the complaint, the customer's transaction file, spoke with the employee involved. and listened to the voicemail.This was the result or my due diligence with regards to this complaint.• Service contract paperwork from 06/02/2014 was properly exccuted• Cancellation request was mailed to the customer for the customers signature so we may cancel coverage• $2654.98 cancellation proceeds will be credited within 30 to 45 days of cancellation form being returned• Cancellation proceeds will be forwarded to the lienholder ear marked for the customers auto account• Customer signed Service contract under the acknowledgement section listed here

Mrs [redacted] did come in on 12/28/2016 and we did look at her vehicle at no charge.   We verified all the coding was correct and that the issue is with the comfort control module, also known as j519 module. This is the computer in the car that operates the body control systems. I.E. door lock...

system , door switch commands (window, fuel and trunk switches).  The computer is having an internal failure and would need to be replaced to repair the issue.   As a courtesy we also replaced here locking lugs with stock lug nuts at no charge.

SERVICE DEPARTMENT IS TERRIBLE!

They are lazy and incompetent. Not only could they not fix my brand new car in a timely manner, but they wouldn’t even work on it while they had it and left me without my brand new car for 6 days!! Save yourself the time and hassle and avoid this place.

My 2014 VW Passat was only two months old and CarNet didn’t work. I made an appt and waited 3 hours for them to tell me that they didn’t know what was wrong and they’d have to open a VTA with VW (a VTA is a request for technical assistance). I’d been there 3 hours and no one could have done this after the first or second hour?? Adam told me it took this long to do the “troubleshooting” that they have to do before opening a VTA. Ok, I’m no VW mechanic so I had to take their word for it. He also said that the shop foreman was working on it. Should be qualified, right? My car should be in good hands, right? Definitely not the case at Smith VW! I couldn’t wait any longer that day so I left and Adam told me that he would work on finding me a loaner so I could bring it in and leave it with them. Well, I certainly didn’t expect what was going to happen next!

I took my car in on Thursday morning (Nov 13, 2014) and picked up the loaner, a Jetta, which is a decent car but much smaller than the Passat. Thursday afternoon Adam called to let me know that there was no resolution and they’d need to keep my car another day. He said they replaced a module but it still wasn’t working.

On Friday afternoon the same call came again, except they hadn’t replaced any parts and had waited ALL DAY for VW to respond to the VTA. He did say that more “troubleshooting” was done, but that seems to be their vague answer to make you think they’re working on your vehicle. So, essentially, we’re no closer to a resolution than we were at this time yesterday. When I expressed my concern to Adam he reminded me that he gave me a rental. Thanks, Adam, I love that I’m paying top dollar for a loaded Passat and I’m driving a base model Jetta that my husband can’t drive because he’s not on the rental agreement and that he barely fits in because he’s 6’4”! Not to mention there’s no way that I can taxi around my daughter and her teammates plus all their backpacks and equipment in this small car. If it were just for two days we could have survived, but now we’re going into the weekend with this rental. I was furious and let Adam know as much. I told him I expected resolution on Monday because I wanted my car back.

Monday came and no resolution again. He assured my husband, who had taken over communicating with them because I was livid that a brand new car couldn’t be fixed, that he had done more “troubleshooting” though. Yeah, right.

On Tuesday morning (DAY 6) I called VW’s Customer Care line (800-822-8987) and submitted a complaint against the dealership. The same day my husband called our salesman and told him that if the car wasn’t fixed and returned today he would be filing a complaint with the Revdex.com. Wouldn’t you know it, I received a call around 4pm telling me that the car was done. And what was this problem that took the dealership almost a week to find? The car lost its connection with Verizon. CarNet needs that connection to communicate. So testing connectivity isn’t at the top of the list for things to check before they started tearing my brand new car apart replacing parts? This is precisely why I feel they are incompetent.

Review: About a year and a few months ago I purchased a vehicle from this dealership. I had went there from NJ because the sales rep offered me a good deal. When I was signing all paperwork I was pressured to purchase a warranty in which I was told covered the engine. I stated the car was brand new and I did not need it. The sales rep kept stating that as long as I do not use it I could return it for a full refund whenever I wanted or I could transfer it if I decided to sell the car. The warranty cost $3,380.00. Now I am told I cannot receive a full refund and that a refund was only for 30 days. I did not read the full contract because he asked me thus while I was also signing other paperwork and I honestly did not have time to sit there reading contracts since I thought they were being honest with me . I called them today to cancel and their finance manager hangs up on me and will not answer or call me back because I said the word "bull[redacted]". The only reason I said the word is because I received no help or no concern to try and resolve the issue. All I was told was no their reps would never say that and it is in the contract so I should have read it, yet he has no concern that they are being shady and scammed me into purchasing a warranty I had no need for. I feel this is unfair and dishonest.Desired Settlement: I would like a full refund for the warranty that I have never used as I was told I would receive a full refund whenever I cancelled as long as I did not use it.

Business

Response:

Customer did purchased a vehicle at our dealership on 06/02/2014. The customer also purchased an optional 7 year 100,000 mile vehicle service contract for $3380.00. A any service contract cancellation within 60 days of purchase is 100% refund, after 60 days cancellation proceeds are prorated based on the lesser of days or miles less a $50.00 cancellation fee is spelled out on the contract.The cancellation process as well as the cancellation calculations are spelled out clearly in the service contract that was read and signed by the customer. We service to make every customers experience an excellent one. However. I do not require our employees lo he subjected to verbal attacks, Threats, and Foul language. The employee that disconnected the call with the customer had warned the client that if the client' use of foul language didn't stop that the call would be disconnected. The client clearly did not heed the warning and was disconnected after the continued use of profanity. The customer called back and left my employee a voicemail full of profanity, screaming and threatening to contact the Revdex.com as a consequence. I personally listened to the message left for my employee by this customer, I don't ever expect one of my employees to feel like they need to communicate with someone who treats them in this manner. I have the voicemail saved and if the client consents to the Revdex.com Serving Delaware Iwould be happy to forward it for your review. The cancellation form was mailed to the customer per customer's request, once the customer signs the cancellation form and is returned to Smith Volkswagen. Ltd.the proceeds ($2,654.98) will be credited to the customer auto loan account in accordance with the guidelines and requirement spelled out within the service contract. I have reviewed the complaint, the customer's transaction file, spoke with the employee involved. and listened to the voicemail.This was the result or my due diligence with regards to this complaint.• Service contract paperwork from 06/02/2014 was properly exccuted• Cancellation request was mailed to the customer for the customers signature so we may cancel coverage• $2654.98 cancellation proceeds will be credited within 30 to 45 days of cancellation form being returned• Cancellation proceeds will be forwarded to the lienholder ear marked for the customers auto account• Customer signed Service contract under the acknowledgement section listed here

Review: I make an appointment with Smith VW on 07/18/2015 to do a installment of right rear caliper. The part is preordered over the phone with a gentleman named "[redacted]".

On 07/18/2015 a Saturday, my adviser [redacted] accepted me and start to do the installment of right rear caliper. I did a quote over the phone before I make an appointment. The price [redacted] offered to me was 672.5. I asked if I can use their coupon on their website which is 10% on saturday only. He said yes. And he didn’t say anything else. A problem based on this quote will be presented later.

After the technician replaced my caliper, [redacted] told me the warning light is still on and I need another diagnose and appointment. He says he can only do next thursday or friday. I asked what is the problem. He says the new caliper does not respond to the computer, they cannot control the caliper. I says I will call back to make a new appointment. After 20 minutes, I drive back to the dealership and asked the old caliper and the package box because I start to doubt on him.

I replaced the left caliper back in march. After the replacement the warning light disappeared right away. I called the car shop locates in Dedham, MA and asked about my replacement back in March and I told them the problem in my right caliper. They told me caliper for my car is VW dealer only parts, there is no reason to have that problem. By that time I have no intension to go back to smith VW based on the info I have. I drove to Dedham on Wednesday and it was 5.5 hour drive. They did a diagnose and got a code from the right rear caliper. The code number is 02433. They told me my right rear caliper RESPOND TO THE SCANNER AND CENTRAL COMPUTER BECAUSE THEY GOT THE CODE FROM CENTRAL COMPUTER. I asked them can they fix it? They say yes, but it is not a fix, it should be part of the installation job. I told them I will pay for that so they did a process called “ELECTRIC RETRACT” and my warning light disappeared immediately. The eletric brakes works well and there is no problem after that.

I asked for a diagnose report and receipt. They say they can provide a detail report if I need for a complaint. I have a receipt right now.

To conclude, Smith VW did not do the job they are supposed to do, and they set up a trick to fool me. All they want is to charge me one more time. This is a SERIOUS DISHONEST ISSUE. I suffered for 5 more days of the warning light and noise and it should be fixed when I visited Smith VW.

Back to price issues. [redacted] told me the price for replacement of my caliper is 672.5. I used a 10% coupon then it should be 605.25. Guess how much I paid, I paid 449.1 for parts and 174 for labor. I asked [redacted] why it is different from the quote, he says there is a 20 dollar difference from the quote, depending on the job they do. He DID NOT TELL ME OVER THE PHONE.

This service is very bad experience for me. Their dishonesty is unacceptable. I already told the store name [redacted] Service in Dedham MA for a report. If Smith VW wants a report, they will fax directly to Revdex.com.Desired Settlement: I paid [redacted] Service 249.6 for diagnose and electric retract. I paid 42.75 toll charge to go back and forth to Boston. Three gas refill total 123.28. All receipts are available. I contact VW USA and the respond from Smith VW to VW USA is they didn’t do anything wrong. I cannot tolerate their attitude and I want the total expense 415.63 back.

Business

Response:

The customer called our parts department and ordered a rear brake caliper, then set up an appointment to have the caliper installed. On Saturday 7/18/15 the customer brought their car into have the part installed as per their request. The caliper was installed and it was determined that the same concern existed, the customer was advised that we would recommend a proper diagnosis to determine what the issue was -that was declined by the customer and the customer left.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business installed the right rear caliper and told me the problem still exists. The business suggest future diagnose starting 112 dollars. I reject this recommendation because once the caliper is replaced, there should not be the warning light of electric parking brake fault.The truth is, the business did not do a "electric retract" of the caliper to clear the code. And the business claimed that the caliper does not respond to the central computer of my car. I write this very clearly in my previous report. The business didn't say yes and didn't say no.Ask the business, did you tell me that my caliper does not respond to my central computer. Ask the business, did you do electric retract of my brand new caliper. Ask the business, did you know you need to do electric retract once you install a new electric related caliper? If yes, why you didn't do it, or you DID NOT WANT TO DO IT.So far the business did not respond to my questions.

Regards,

Business

Response:

As previously stated the client diagnosed his own vehicle and ordered the parts and asked us toinstall them. I will talk each issue I question and address them one by one.The client states that once the caliper is replaced there should not be a warning light on.If the problem was a faulty caliper that would generally be true but since the problem apparently was not the caliper the light will remain on. And as the client stated we recommended further diagnosis.The client states that we did not do an electric retract of the caliper to clear the code.Performing an electric retract will not clear a code.The client asks: "did you tell me that my caliper does not respond to central computer"?Yes"did you do electric retract of my caliper"?Yes you must perform this to remove the caliper.'did you know that you need to do electric retract once you install new caliper: ?Yes as stated you cannot remove the caliper without performing this function.

Review: I purchased a 2012 Volkswagon Jetta from Smith Volkswagon September 2012. After multiple trips to the service department for repairs - [redacted] the Service Manager explained that the Volkswagon Corporation agreed to reimburse me 2 car payments for our trouble.

After multiple attempts to collect the payments, we have been unsuccessful and therefore feel the need to contact you, the Revdex.com.Desired Settlement: We would like Smith Volkswagon to give us a check or give us credit in their service department for the amount owed.

Business

Response:

[redacted] was promised two car payments by Volkswagen of America I sent the complaint to VWOA and they responded that they will send the payments to [redacted] very soon. We contacted Mrs. Naumann and let her know what VWOA stated. Thank you, [redacted]

Sent on: 3/18/2014 10:52:54 AM

I bought a Nissan Murano from Smith 2/15/14. I purchased a two year extended warranty. The Murano recently broke down to a rear issue. The warranty company would not cover the repairs. Smith was on my side and are paying for the repairs out of their pocket. The team at Smith is very trustworthy. They employee great people!

Review: About a month prior I was having an issue with my brakes so I took my car to [redacted] to get looked at. They had noticed my Master cylinder was leaking so I had them replace it. I still had noticed that I was still having the same issue so I took it back to them and they weren't sure exactly what the issue was, but they had there assumptions and that they didn't feel comfortable messing around with it and suggested I take it to Smith as they are the specialist's on VW's and I have had taken my car there many times before to get service done. I take my car there the next day and I am told that the reason was a bad vacuum pump was causing my issue ( something that [redacted] thought was the problem, but wasn't 100% sure ) so I let them fix the issue. I come back to pick up my car up and notice that my peddle is still soft and mention it to [redacted] who has been my service guy since this all started. He tells me that the Tech has said that he noticed that the Master cylinder was installed a little off and there is nothing wrong with it just that it needs to be reinstalled and that will fix my problem. Well then I take it back to [redacted] to get them to reinstall it and correct the issue. I take the car home and a few day's later my check engine light comes on and I notice that my brake peddle is soft again. So I then contact [redacted] and he suggests I bring it back in to get looked at. I receive a call from [redacted] and he tells me that the Tech says that the lines to the vacuum pump they just replaced are bad now and they need replaced. He tells me though that this will fix the peddle issue. I ask him to have his Tech inspect everything and the tells me that the Master cylinder is on right this time and the vacuum pump is working properly and not that the lines are replaced all is working properly. Well I take the car home and park it in the driveway and I haven't driven it in a couple day's and I come out and notice that there is brake fluid in the driveway. I contact [redacted] and explain my frustrations to him and he say's yet again to bring it back and they will look at it. This time I am told that the brake booster is bad and that's what is causing the leak. Keep in mind a few day's ago after the lines were replaced I was told that everything was checked and working properly. So then I decide to fix it. I ask to talk to the service manager which his name is [redacted] and explain everything to him. He tells me that all he can do is give me an additional 10% off my service. So I ok the work and a week and half later I am told by [redacted] that the issue is fixed and that he personally took the car out for a ride and checked everything out. I pick the car up on a Wednesday of last week and drive it home and it seems to be working properly. Well the very next day I come outside and I see brake fluid leaking AGAIN!! By this time I am furious, so I call [redacted] up and explain to him the issue and yet again I bring the car back. [redacted] tells me the next day that they cleaned up the brake fluid as it could be just excese fluid from the repair which is a possibility, but he wants to keep it over the weekend to make sure it's not leaking anymore. Well now it's Monday Dec. 15th and I haven't heard anything from [redacted] around noon so I call and he is on the other line. Well at this point I have had enough of this so I contact [redacted] the service manager and explain to him that my car is back for the 4th time for the same issue's. He calls me back and say's that the car isn't leaking anything and that he checked so himself and starts to give me an attitude about the situation and that he is done dealing with my car and for me to come and pick it up. I am deeply dissatisfied by the service I have received from Smith and from [redacted]. I have come to them in the past and have gotten work from them and had no problems or issue's. I have now spent a total of up to 1,800 dollars for my brake issue's and been there 4 times each time a few day's apart from each other for the same issue's. I have never in 17 years of getting cars worked on experience anything like this. I feel these are issue's that could of been resolved the first or worse case second time I had my car checked out. It s all connected to the brake issue and the Tech has said he looked over everything and I feel that he didn't know what he was really doing. I have never seen service like this before especially when they did such great work in the past and specialize in my brand of car.Desired Settlement: I would like some of my money back ( not all of it ) not for the cost of the parts, but for the cost of the labor as I feel a lot of it could've been avoided if the problem was diagnosed correctly and the inconvenience factor. Thank you for your time.

Business

Response:

ID 10347262 Ms. [redacted] In response to this Revdex.com complaint: Mr. [redacted] brought his vehicle into Smith Volkswagen after brake system repairs were performed at a [redacted] service center. Mr. [redacted] stated that after the brake master cylinder was replaced at [redacted] his brake pedal did not feel proper. We diagnosed and found that his brake system vacuum pump was not operating properly and recommended replacement. The pump was replaced and the vehicle was picked up from Smith VW. 22 days later Mr. [redacted] brought his vehicle back and stated that the check engine light was on, we diagnosed this due to vacuum lines needing replacement, due to age they were cracking. 20 days later the vehicle was returned with a concern of a soft brake pedal and fluid leaking from the vehicle, we diagnosed and found a faulty brake booster we replaced the booster due to a leak. Although two of these repairs are brake related the repairs are not related to one another. It is not unusual for a vehicle in excess of 110,000 miles to need to have these repairs or similar repairs performed at some point. If you have any further questions please feel free to call me at [redacted]

Consumer

Response:

Review: Finance AgreementDesired Settlement: either substitution of collateral for a better vehicle at my current payment, or my current loan restructured to the correct payment without the extended warranty.

Consumer

Response:

I was told that my financing was contingent on purchasing an extended warranty and now I have a 527 payment instead of the correct payment of 466 without the warranty.

Business

Response:

[redacted] did buy a vehicle from our dealership on 07/26/2013. We have the proper

and appropriate documentation signed by [redacted] dissproving his accusations.

[redacted] did contact us a week after his transaction to cancel his service contract.

The service contract was cancelled in accordance with company policy. A full

refund was issued for the cancelled contract, the proceeds were forwarded to

the lender that financed [redacted] vehicle. Please contact [redacted] @

[redacted] should you need anything further to resolve this complaint and

maintain our valued track record with Revdex.com of Delaware.