I apologize for any inconvenience or undue stress this transaction has put on Ms***The warranty referred to in the complaint has been cancelled and acknowledged by Warranty SolutionsThe full purchase price of the warranty will be refunded to the account Ms *** has with ***
*** Finance CompanySince the warranty is accounted for on the finance contract, the account will be credited instead of a physical check being remitted to the customer directlyThis may not be what the customer wants, but it is protocol since there is an open loan on the vehicle
I have reviewed the complaint and spoken to all parties involved at my end and decided to take care of the complaint by replacing the plastic trim piece on the right
hand front doorAlan ***, who works at my Volkswagen store will be in contact with Mr*** to handle the processI request the complaint to be closed once task completedJeff Harris
Complaint:
Let me start by saying that Alan *** from VW service is and always has been very fair and an excellent representative of the companyHe called me last Friday and I had the part replace this morning - Monday Dec 14th - without an issue. I am rejecting the business response for several reasons: 1)I was told very definitely and rudely by Bob and John at the collision center that these parts were plastic and therefore could not have been rusted as I was suggestingI have the original part from the right front door and it is metalI have no reason to suspect the others were plasticMaybe the replacement parts they used on the left front and rear are plastic 2)There is a tape masking mark on the right side door frame exactly where it would need to be to mask off any area prior to paintingI have been explicated told that no one at the collision center did anything to the right side, but there isn't any other explanation for these marksAlso, there is no way I would have missed noticing that the right side had not been repaired since having the work done in OctoberSomething isn't right about the story I am being told and that is not acceptable3) I was told that the collision center is saying they have paperwork showing I approved of replacing both left hand trim piecesThat is not trueAs I stated in my original complaint, this was John's errorI have the final paperwork that does list both LH pieces, but at that time I was signing the receipt for service as everything looked fine and did not take the time to read the the paperworkMy errorTo my knowledge there is no signed paperwork where I agreed to replacement of both LH trim piecesIt makes no sense that I would approve itI again content that replacement of the LH rear trim piece which was in perfect condition was fraudulent and John covered up his mistake by having something done to the RH front trimI will take the original trim piece to another shop to see what, if any repair has been doneIf the shop says it looks original and can not find traces of paint or stain used to cover the area, I will approve the claim as being completedI believe ordering both LH trim pieces was an honest mistake, but I do not think the whole truth is on the tableThat is all I am asking.
Sincerely,
Glenn ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/26) */
Unfortunately, the extended warranty was part of the financing therefore when the product is cancelled, which is certainly can be, the loan will be credited upon cancellationThe cancellation will go down as a principal payment to the loan
according to the terms of the contract
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We returned to the dealership on 8/and signed paperwork that cancelled the extended warrantyUnfortunately, the refunded amount will not be credited to our card but subtracted from the loan principal as the dealership response indicatedThis should have been disclosed/explained by the finance director initially, since he knew we were under the assumption that the extended warranty was paid for separatelyHe did apologize for any misunderstanding when we returned to cancel the extended warranty
I apologize for any inconvenience or undue stress this transaction has put on Ms***The warranty referred to in the complaint has been cancelled and acknowledged by Warranty SolutionsThe full purchase price of the warranty will be refunded to the account Ms *** has with ***
*** Finance CompanySince the warranty is accounted for on the finance contract, the account will be credited instead of a physical check being remitted to the customer directlyThis may not be what the customer wants, but it is protocol since there is an open loan on the vehicle
I will due my due diligence and look into the disconnect between the customer and body shop employees and respond within hours
I have reviewed the complaint and spoken to all parties involved at my end and decided to take care of the complaint by replacing the plastic trim piece on the right
hand front doorAlan ***, who works at my Volkswagen store will be in contact with Mr*** to handle the processI request the complaint to be closed once task completedJeff Harris
Complaint:
Let me start by saying that Alan *** from VW service is and always has been very fair and an excellent representative of the companyHe called me last Friday and I had the part replace this morning - Monday Dec 14th - without an issue. I am rejecting the business response for several reasons: 1)I was told very definitely and rudely by Bob and John at the collision center that these parts were plastic and therefore could not have been rusted as I was suggestingI have the original part from the right front door and it is metalI have no reason to suspect the others were plasticMaybe the replacement parts they used on the left front and rear are plastic 2)There is a tape masking mark on the right side door frame exactly where it would need to be to mask off any area prior to paintingI have been explicated told that no one at the collision center did anything to the right side, but there isn't any other explanation for these marksAlso, there is no way I would have missed noticing that the right side had not been repaired since having the work done in OctoberSomething isn't right about the story I am being told and that is not acceptable3) I was told that the collision center is saying they have paperwork showing I approved of replacing both left hand trim piecesThat is not trueAs I stated in my original complaint, this was John's errorI have the final paperwork that does list both LH pieces, but at that time I was signing the receipt for service as everything looked fine and did not take the time to read the the paperworkMy errorTo my knowledge there is no signed paperwork where I agreed to replacement of both LH trim piecesIt makes no sense that I would approve itI again content that replacement of the LH rear trim piece which was in perfect condition was fraudulent and John covered up his mistake by having something done to the RH front trimI will take the original trim piece to another shop to see what, if any repair has been doneIf the shop says it looks original and can not find traces of paint or stain used to cover the area, I will approve the claim as being completedI believe ordering both LH trim pieces was an honest mistake, but I do not think the whole truth is on the tableThat is all I am asking.
Sincerely,
Glenn ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/26) */
Unfortunately, the extended warranty was part of the financing therefore when the product is cancelled, which is certainly can be, the loan will be credited upon cancellationThe cancellation will go down as a principal payment to the loan
according to the terms of the contract
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We returned to the dealership on 8/and signed paperwork that cancelled the extended warrantyUnfortunately, the refunded amount will not be credited to our card but subtracted from the loan principal as the dealership response indicatedThis should have been disclosed/explained by the finance director initially, since he knew we were under the assumption that the extended warranty was paid for separatelyHe did apologize for any misunderstanding when we returned to cancel the extended warranty