South Bay Volkswagen

In regards to *** ***’s online order. We did not process his order in a timely manner all orders are to be acknowledged within a hour period or sooner. Customer was informed of freight charges that where increase due to oversize packages. We do have shipping policy disclaimer
that addresses oversize items . We have also address this issue internally and reprimanded the responsible. This is not the way we do business we treat every customer as our only customer. We regret any inconvenience to Mr. *** and hope to make it up too him. Please remit our apology’s for any inconvenience caused to Mr. *** . Best regards,

Hi ***, I’ve reviewed all of our documentation regarding Mrs***’s complaintShe did in fact come in because of mailer that she received and was not satisfied with her experience with us that dayOur General Manager/Owner was made aware of her experience shortly after her visitHer
complaint appears to have been filed prior to 4/25/because we were able to address her concerns and work out a more favorable monthly payment for herShe purchased a new vehicle from us on 4/25/and based off of the follcalls and information I’ve gathered from the employee’s involved she’s once again a happy South Bay Volkswagen customer. Thank you again for tracking me down to get this addressed! I’m still trying to hunt down the mailed copies so that I can counsel them on the importance of these complaints! Have a great weekend,Thank you***

Hello,
We have reviewed the above complaint. Although South Bay Volkswagen feels there is no fault or no wrong doing on our part, we believe customer satisfaction is our highest priority. We will be generating Ms. [redacted] a full refund for the charges she incurred on repair order #[redacted].
Thank...

you,
[redacted]
Business Manager

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. Please respond in this space ONLY The car Dealer refuses to fix my car correct, after paying so much money. I am not happy with this reply. Not only did you call me to inform me that you are not qualified in car repairs, but also you made it clear that you could not help me with this problem.   ]
Regards,
[redacted]

Review: I leased a VW Beetle back in 02/2012, a week later I noticed paint problems, weeks later the paint was peeling (three spots) different areas of the car, I went to the dealer one of the sales reps told me is because is missing the clear paint they forgot to do it I already saw this in other colors, the service dept had to called the VW sales rep and she approved to get it fix and not in a very nice way but she did, I left the car for a week or so they told me everything was fine, months later I started noticing the same problem and I went back and talked to the sales rep manager and he said well we are going to have to call the VW rep and start all over again and I said I don't think this is correct I am paying for a new car not for a defective one so please help me to trade my car I know at the end I will be loosing money but I feel this is not fair and the sales rep really was not interested to help me and he gave me deals I couldn't take but looking for other dealers I found one that insisted in helping me and they did I got a Jetta and I asked the new dealer transfer the excess wear protection that I purchase with South Bay to my new car since I still have 16 months with the lease and they said no but you can go back to them and they should refund part of your money.

well I called South Bay and [redacted] told me just come here and sign the Waiver and I did I went there the finance person didn't even want to talk to me, I noticed he wrote the address wrong I told him about it, (he just wanted to get rid of me) he said you will get your check in few weeks I asked for a copy of the paper and he gave it to me and left, weeks pass and I didn't get anything so I called VW credit dept using the phone in the form I asked for the check [redacted] told me no you will not get one is more than 60days after you purchase the Excess Wear and I said but the dealer told me, she said well then go with them and click she hung up. so I called and [redacted] answer the phone and he said he will call them, he called me back later on and said they will send you your check in a couple of days.

weeks passed by and I called [redacted] somebody said he is busy I said ok please ask him to call me, he didn't call me so I said ok I got a card from his desk I sent him an email and he didn't reply so I sent an email using their web site and nobody called me or reply, I sent an email to VW customer service and [redacted] Case Manager answered my request saying they can't do anything about it that South Bay has to send me the money and neither one of them have sent my check yet.

at this point more than the money is to let you know how humiliated I feel because VW is a powerful Company and for South Bay I don't count not even I am worth it to pick up the

phone and said [redacted] or Monica (my sister and co-signer) we will not give you your money back.

it is clear when he fill out the form he typed the date I purchased the car and the excess of wear and even knowing he made me believe I will get my money back but because they are no longer making money with me they don't care.

this was not the first time I need something from them they never return the phone calls they just ignored the customers.

bad quality of cars and bad service from the dealer.

I did contact both the dealer and VW asking as a favor and with all my respect. Thank you.

Business

Response:

MY NAME IS [redacted] FINANCE MANAGER AT SOUTH BAY VOLKSWAGEN I AM RESPONDING IN REFERENCE TO THE COMPLAINT ID [redacted] RECEIVED ON 02/15/2014.

REGARDING THE EXCESS WEAR COMPLAINT FOR ID [redacted]. CUSTOMER CAME TO SOUTH BAY VW ON 11/25/2013 AFTER TRADING IN THE CAR IN A DIFFERENT VW DEALERSHIP, CUSTOMER STATED AND WAS TOLD BY THE OTHER DEALER’S SALES REP TO COME BACK TO SOUTH BAY AND CANCEL THE EXCESS WEAR & YEAR PROTECTION PLAN.

WHEN THE CUSTOMER CALLED OUR OFFICE ON 11/24/2013 I EXPLAINED OVER THE PHONE THAT THE ONLY TIME EXCESS WEAR & TEAR CAN CANCELLED IS WITHIN 60 CALENDAR DAYS FROM THE PURCHASE DATE OF THE NEW CAR AND AFTER 60 DAYS THE WAIVER CAN NOT BE CANCELLED FOR ANY REASON.

CUSTOMER WAS VERY PERCISTANT AND CAME IN TO OUR OFFICE ON 11/25/2013 TO SIGN THE CANCELLATION FORM FOR EXCESS WEAR & TEAR. I PROVIDED A COPY OF THE CANCELLATION POLICY TO THE CUSTOMER AND THE CUSTOMER REQUESTED TO SIGN THE FORM BECAUSE IT WAS TOLD BY THE OTHER DEALER’S SALES REP. THAT THERE WILL BE A REFUND.

I ATTACHED A COPY OF THE CANCELLATION REQUEST FOR YOUR REVIEW WHERE THE CUSTOMER’S ADDRESS WAS WRITTEN CORRECTLY AND WHERE THE HARMLESS WAIVER IS HIGHLIGHTED AND SIGNED BY THE CUSTOMER.

DURING THE FIRST WEEK OF DECEMBER 2013 CUSTOMER RETURNED TO SOUTH BAY VOLKSWAGEN INQUIRING ABOUT THE REFUND ON THE EXCESS WEAR & TEAR AND OUR MANAGER ON DUTY ADVISED THE CUSTOMER THAT THERE ARE NO REFUNDS AFTER 60 DAYS.

I CALLED THE CUSTOMER THE NEXT DAY ON 12/10/2013 TO FOLLOW UP AND ASK IF THERE IS ANYTHING ELSE THAT SOUTH BAY VW CAN DO TO RECTIFY THE INCONVINIENCE AND THE CUSTOMER REPLIED “NO” AND SAID “THANKS”.

PLEASE CONTACT ME IN CASE YOU HAVE ANY OTHER QUESTIONS OR CONCERNS.

THANK YOU

[redacted] F&I MGR

FINANCE DIRECTOR.

Consumer

Response:

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.

Regards,

I do not accept the response made by the business to resolve this complaint,. I only called once and explained the situation and I only went once in November to sign the cancelation and [redacted] (now they said there are two [redacted]s) he hardly said hi to me gave me the cancelation TYPED with his own hand all the information knowing the car and the extra wear and tear purchase was in 2012, I was told it will take few weaks, when I called was December 24 and [redacted] number one or two he didn't give me his last name told me I will called he did and called me back an hour or so later and told me your check will me mailed between 24-48 hours and I said thank you and he said is there anything else I can do for me and I said at this time only Merry Xmas, after that time SouthBay VW ([redacted]) didn't return my phone calls VW didn't answer my email sent to the main Web site,left a message for [redacted] (1 or 2) he didn't return my phone call and several times to VW [redacted] Case Manager told me [redacted] will contact you last time was January 30th I still have his emails six of them and always saying South Bay charged you for the extra wear and tear they are responsabile to give you your money back, this complaint is not only to let people know the way South Bay VW take your money how easy only because I didn't trade the car at their place and either way they should transfer that money to the new car or give me my money back they kept my money as easy as that and not only that [redacted] whatever last name was rude and he is telling lies I never showed up twice and every time I asked for them to help me was with respect and telling the truth, in any case as a respect to the customer you will pick up the phone and tell the customer you know [redacted] whoever doesn't know ther rules or typed the information didn't care to read when you purchased your car and when you were canceling, he could say when you called we didn't care to listen what you were asking because if at the moment I called they said you know I can't do anything because is already a year no he told me you have to come to sign the cancelation, one more thing when I was at the office he said did you bring the paper with his attitude like you are bugging me lets get rid of you right now, he was reading the paper and he started writing the new form. shame on them but the more I talked to people the more stories I hear from this dealer and I will continue talking about my experience to others, and no I don't accept his answer with all the incorrect information. as I said low quality cars and even more the quality of his employees and service.

Business

Response:

IN REFERRENCE TO COMPLAINT ID [redacted] SOUTH BAY VW REWIED THE CANCELLATION POLICY WITH THE CUSTOMER ON 11/25/2013.BEFORE THE CUSTOMER SIGNED THE FORM.

THE CUSTOMER WAS VERY PERCISTANT TO SIGN THE FORM BECAUSE IT WAS TOLD BY THE OTHER DEALER THAT THERE WILL A REFUND.

THE CANCELLATION POLICY CLEARLY STATES THAT THERE ARE NO REFUNDS ON THE EXCESS WEAR & TEAR PROTECTION PLAN AFTER 60 CALENDAR DAYS FROM THE ORIGINAL DATE OF SALE WHICH WAS ON 02/25/2012.

PLEASE REVIEW THE ATTACHED COPIES OF THE CANCELLATION REQUEST POLICY.

ON 12/10/2013 I CALLED THE CUSTOMER TO FOLLOW UP AND I ASK THE CUSTOMER IF THERE WAS ANYTHING ELSE TO RECTIFY THE ISSSUE BUT THE CUSTOMER REPLIED “NO” AND SAID “THANKS”

IT IS CLEARLY THAT THE DEALER FOLLOW-UP WITH THE CUSTOMER TO RESOLVE THE CONCERN BUT THE CUSTOMER DECLINED OUR ASSISTANCE.

IN CASE YOU HAVE ANY OTHER QUESTIONS OR CONCERNS PLEASE FEEL TO CONTACT ME.

THANK YOU

Consumer

Response:

I didn't push anybody to typed the form I was not pushing I asked and I was told just to show up to sign the form.

but the dealer or this person answering must need the money I was asking for what is mine, a car with peeling paint (ridiculous) or they should get trained to read the paper I gave them where it shows when I got my car from them and don't give me wrong information. (don't say it was the other dealers mistake)

the way they try to go around, is funny, instead accept your mistake and apologize for your lack of knowledge or lack of interest for a customer that is not yours anymore.

be responsible of your errors and have more respect for your "ex" customers no wonder the other dealer said you guys fight for a sale.

For the respect I have for the time Revdex.com have wasted with this dealer South Bay VW can keep my money they must needed it badly.

Revdex.com thank you for your time I have better things to do than dealing with this kind of Companies.

MR

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.

Regards,

Review: I took my car in for a diagnose and told them the issues I had. They charged me, and just said that because my car had high millage I had to replace it. It doesn't even make sense to me. If they just they checked the car up they would notice my car had a year old transmissionDesired Settlement: I just want them to do their job what they are supposed to. It is not fair to just screw people up with a service we pay and we do not get in return the way it should.

Business

Response:

Hello,

We have reviewed the above complaint. Although South Bay Volkswagen feels there is no fault or no wrong doing on our part, we believe customer satisfaction is our highest priority. We will be generating Ms. [redacted] a full refund for the charges she incurred on repair order #[redacted].

Thank you,

Business Manager

On Saturday Febuary 20th I had an appointment to drop my car off at Southbay Volkwagen in San Diego Californian. I was due for my 90,000 mile inspection and oil change. When I dropped my car off at 9:30 in the morning at the service department And it was a little busy. I checked my car in with [redacted] who was very nice and asked if they could call or text when my vehicle was done being services and I told him that was fine. Hours went by and I never received a call that day but I assumed they were busy and I would just pick it up Sunday morning. I went in Sunday around 11am into the sales department because the service department was closed on Sunday which I was unaware of. As I walked into the sales department I was not greeted and at least 4 employees had walked past me like I wasn't even there. I eventually poked my head into [redacted] ([redacted]) office and told him that I needed to pick up my car. He told me service was closed and nobody in that department had access to get my keys or let me pay. I told him that I needed my car to get to work and he told me there was nothing he could do for me. I asked him to get a manger and he told me he would and to have a seat. I went and sat out in the lobby and [redacted] ([redacted]) came back and once again told me there was nothing they could do for me and that I should make a complaint. I told him there's always something that can be done and that's unacceptable. He shrugged his shoulders and told me they couldn't help me and walked back into his office and continued to text on his cell phone. I left this place in tears not knowing how I would get to work the next day when [redacted] approached me. I explained my situation and he asked me if I spoke to the manger, I told him no because [redacted] would not get him for me. [redacted] walked me in the building and told me to have a seat while he got the manger. When [redacted] came back he told me that the manager should be out in 10 minutes and if not I should just walk into his office. I had waited 20 minutes before I decided to just walk into the mangers office and introduced myself. He told me he was aware of my situation and I let him know that something needed to be done because I needed transportation. This was Volkswagen's screw up and someone should have called me when my car was done. The manager [redacted] then decided to give me a rental car which I greatly appreciate. [redacted] and [redacted] showed me what great customer service is but I can't say I will go back to this location because the whole situation was unprofessional. [redacted] should never tell a customer that "there is nothing they can do" because there is always a way. I could clearly see that he did not care about my situation although I was visibly upset. My Volkswagen will be paid off in a month but because of this experience I will probably never buy another car from them again.

Review: On 21 December I placed an online order for Volkswagen parts Total: $1,636.48 parts and shipping included. and immediately received a Confirmation of Order #[redacted] from

[redacted]. After 9 days of waiting with no delivery, and no status update, the order status still showed the order processing, I decided to inquire about my order. and After a couple of hours I received this email

From

j.[redacted]@southbayvolkswagen.com

Order Number: [redacted]

Hi [redacted] the shipping cost is change for oversize package 60 lbs. 72x23x36,FedEx Economy Freight charge $235.00 for shipping please let me know if do you still need this order regards, [redacted] .

I sent an inquiry as to why they gave me a confirmation order number and then sat on the order until I inquired about it, and then jacked up the shipping price by $235.00. But received no follow up or reply. Then on 31 Dec I sent another Email to South bay Volkswagen website cheapvolkswagenparts. Com and one each to mr. [redacted] and mr. [redacted] a request of cancellation of this order, and confirmation of this cancellation request, which to date has gone unanswered. I do not wish to do business with a company that overcharges shipping rates after an order has already been confirmed or one that refuses to communicate with customers. I want my credit card information deleted from their company, and a cancellation of order confirmation, be sent to my email asap.Desired Settlement: Cancellation of order confirmation

Removal of credit card information

No charges made to credit card

Refund if charges are made to credit card

Business

Response:

In regards to [redacted]’s online order. We did not process his order in a timely manner all orders are to be acknowledged within a 24 hour period or sooner. Customer was informed of freight charges that where increase due to oversize packages. We do have shipping policy disclaimer that addresses oversize items . We have also address this issue internally and reprimanded the responsible. This is not the way we do business we treat every customer as our only customer. We regret any inconvenience to Mr. [redacted] and hope to make it up too him. Please remit our apology’s for any inconvenience caused to Mr. [redacted] . Best regards,

Review: I have bought several cars before but I have never dealt with unprofessional and unethical people like [redacted] and his manager of Southbay Volkswagen. These people are horrible businessmen. [redacted] promised me vehicle and backed out on his promise after I drove for 2 hours from [redacted] to National City. He called me 30 minutes before I was reaching to the dealership and told me there is another buyer interested in the same vehicle. I told him, I am turning back home. He calls me again in 5 minutes and tell me that the buyer left and didn't buy the vehicle. I reached the dealship and he showed me the vehicle. While I was checking out the vehicle for scratches, he tells me that "bad news, the vehicle is sold". He could have told me before I headed to dealership that they all are liars and they don't keep their word. They have no credibility. Please don't give them any business as they don't deserve it. I am sure lots of people must feel the same way as I feel, angry and frustrated.Desired Settlement: Compensation of $500.00 for my time and car gas driving from [redacted] to National City and back to [redacted].

Business

Response:

Complaint ID # [redacted] 6/25/2013

I received the customer’s complaint on the alleged salesmen ([redacted]) who the client felt misled him. The appointment was set for Saturday at 2pm the next day for the client to come in and view it. [redacted] promised that he would have the vehicle detailed to reduce the time the client planned on visiting us.

On Saturday, another customer showed interest in this vehicle around 12pm, and the salesman test drove it with the prospective client. [redacted] gave his client a courtesy call to inform him that somebody else was viewing this vehicle, aware of the fact that there was a chance that the vehicle may get sold. The client was obviously annoyed and suggested making a U-turn and head back north. [redacted], called the client again about 7-8 minutes later to inform him that the prospective client could not agree to a price, and had left the dealership on his voicemail, in which they did.

In under an hour, the same prospective client comes back again to purchase the vehicle, a few minutes after that, [redacted]’s client show up and start inspecting the vehicle. [redacted] is called into the sales office to be informed that the prospective client is buying the [redacted].

Please understand that this is a “retail” business. It is a first come, first serve basis. We have a strict policy not to hold vehicles for clients, because logically you can have another interested party who feigns interest in a vehicle on the lot, only to turn them away because another client may, or may not buy it.

Deposits are not allowed on used cars, because logically it is unique merchandise that can’t be duplicated. On new cars, we do take deposits, because the cars can be duplicated with another clone. [redacted] was following the guidelines set forth in this dealership. How was he to control the fact that the clients left the dealership, and came back? The fact that he called the client as a courtesy of the events that was unraveling before him was great customer service. No promise was made to the client that this vehicle was “legally” his. There was no contract. He even sent the client a credit application link for him to fill out in which he ignored. Don’t forget that [redacted] lost a sale, what motivation would he have to be unethical to the client?

I reject the compensation claim of $500; the false slander that this client has already spread on the internet is bad publicity in itself.

Thank you,

General Sales Manager

South Bay Volkswagen

###-###-####

Review: We received a mail flyer and email saying that we could turn in our lease and get a new lease at the same or lower price. We made an appointment to come in. While we were treated very well by the sales staff, they were not prepared for our arrival, did not know anything about our current lease and were unable to honor the offer. The new lease price offered was not only higher than our current lease, it also required a 1,500 down payment. This was not motioned anywhere in the ad. This was a waste of our time (3+ hours) and the sales staff time and very misleading. We will keep our lease for now but will seriously reconsider staying with VW in the future or recommending VW to anyone else.Desired Settlement: Honor the original offer.

Business

Response:

Hi [redacted], I’ve reviewed all of our documentation regarding Mrs. [redacted]’s complaint. She did in fact come in because of mailer that she received and was not satisfied with her experience with us that day. Our General Manager/Owner was made aware of her experience shortly after her visit. Her complaint appears to have been filed prior to 4/25/15 because we were able to address her concerns and work out a more favorable monthly payment for her. She purchased a new vehicle from us on 4/25/15 and based off of the follow-up calls and information I’ve gathered from the employee’s involved she’s once again a happy South Bay Volkswagen customer. Thank you again for tracking me down to get this addressed! I’m still trying to hunt down the mailed copies so that I can counsel them on the importance of these complaints! Have a great weekend,Thank you[redacted]