Hi ***,I am very sorry to hear about this situation and the fact that you attempted several times to contact your sales representative after the sale to no availI believe our VW sales manager, *** ***, has contacted you by now in order to get the key and owner's manual situated and when
you come to pick back to the dealership to pick them up, we will also take your Beetle to the gas station for a full tank of gas.Thank you very much for bringing this matter to our attention and I apologize again about our lack of communication with you regarding this matter.Sincerely,*** ***
*** ***
*** ***
Dear Mr***, Thank you very much for your letterWe take "Bait and Switch" ("BAS") allegations very seriously and have investigated your claim diligentlyI am unsure, however, of how this term is applicable to your experience with us since it largely pertains to dealership
advertisement practices The State of *** defines "BAS" advertising as follows: "Any advertisement or other communication that is part of a 'scheme or plan' and done with the 'intent, plan or purpose' not to actually sell the item(s) included in the ad (1) at all, or (2) not at the price offered, or (3) not at a quantity sufficient to meet 'reasonable public demand', unless a quantity is specifically stated in the ad." In the case of your complaint, you explain that you leased a *** *** *** on 02/18/which then exhibited an issue with the passenger doorAccording to the information given to me by the sales manager involved in both transactions (whose name is *** *** and who is, in fact, currently employed as our VW General Sales Manager), you had expressed your dismay in the fact that your brand new vehicle was having mechanical issues and that you no longer wanted to own the vehicle*** then explained to you that *** *** had already funded the lease and that the only way to "swap" your vehicle for another was to trade the current one in on another new, like-vehicleThat transaction then took place on 03/08/and due to the new-vehicle depreciation your first *** had already experienced during that relatively short amount of time, *** explained to you that we needed to structure the new lease at 10,versus the 15,allowable mileage of the original lease in order to arrive at the same $monthly paymentThe difference in allowable mileage was conspicuously disclosed in the "Excessive Wear And Use" section of both lease agreements (as prescribed by law) signed by youGiven the circumstances involving the lease of one vehicle which was subsequently traded in on another, I don't see how the term "Bait and Switch" is applicable To go one step further, our finance manager, *** *** (with whom you spoke and dealt again earlier this month, specifically remembers taking you through the residual differences of the two lease agreements at the time the second lease was signed by you - namely that the original lease at 15,miles per year carried a residual balance of $11,vs the replacement lease's residual value of $12,He then promised you that Tynan's Volkswagen would not hold this roughly $residual difference against you if you were to decide to come back to us for a replacement vehicle after the expiration of the replacement leaseIn other words, that we would gladly give you an additional $on the future travalue of the vehicle so long as it would be traded in with us in order to compensate you for the difference in residual valuesAccording to ***, he reminded you of his offer when you came back to us earlier this month to look at possible trade-in/buyout/replacement options but that you objected due to the mileage penalty noted in the end-of-lease inspection*** also contends that he explained to you that if you were to purchase your leased vehicle the aforementioned mileage penalty would not apply In any case, my records indicate that on 03/15/you did end up coming back into the dealership to buy out the leaseAccording to ***, due to a series of errors on behalf of *** *** *** ***, delays were caused in paying off the leaseIn the meantime, the buyout amount increased from the originally-quoted $11,to $12,As a token of our appreciation for your business as well as to make up for the apparent miscommunication that took place back in 2013, we will gladly pay this $difference (which happens to just about coincide with ***'s $residual difference offer from March 2013.) As far as the unwanted warranty solicitations are concerned, I can assure you that we are not in the business of selling our customers' informationVehicle registration data, however, is considered public record and that's where most third-party warranty companies acquire the information of people who have recently purchased a vehicleI completely agree with you that these solicitations are "annoying" and can be seemingly incessant (for instance, I am still receiving letters about my *** *** ***'s expired manufacturer's warranty even though I sold that car in 2010) but we most certainly don't share your personal information with any third-party companies (outside of the banks and credit unions with which we place vehicle loans on our customers' behalf.) Again, I apologize for the apparent miscommunication that took place during the traprocess of your original *** thank you again for contacting us Sincerely, *** ***
*** ** ***
*** *** * ***
Complaint: ***
I am rejecting this response because: I feel like the responsibility should be on the dealership for contacting *** to have this vehicle classified as a "lemon"They brakes and tires all were needing to be replaced per the service department at tynansThey stated that the tires were unsafe and at that point they told me that I would still have to pay out of pocket the estimate that was originally given to me was more expensive then what they didThey put a cheaper tire on the vehicle and supposedly replaced the brakes but I am still experiencing issues with themI am beyond frustrated that more ownership is not being taken by Tynan's
Sincerely,
***
Hi ***, Thank you for your feedbackI want you to know that I take the satisfaction of our customers very seriouslyUpon conducting a bit of research into your vehicle’s service history with us (which I have summarized in the attachment from inception until the present day), it looks
like you had brought your vehicle into our service department multiple times for squeaky brakes which, as we had communicated to you on several occasions, were working correctlyHowever, in order to do right by you and because we value your business and patronage, last July we agreed to replace your front brakes at no charge (even though there was nothing found wrong with any of the brake system.) Then, in September of last year, we replaced all four of your tires at absolutely no cost to you as well as your rear brakes at a heavily discounted rate of $(whereas the ticket total should have been $1,092.68.) While I am not pleased with the number of non-scheduled visits you have made to our service department (the majority of which were due to issues we were unable to replicate), I believe it to be safe to say that we have been nothing short of accommodating to your needs, even including free tires, front brakes and discounted rear brakes when there was no reason for us to do so other than our good willGiven the latter, I am a bit taken aback by your assertion that your experience with us has been “awful since the beginning.” However, I do understand your desire for switching vehicles, which brings me to my next pointIt is not our alleged lack of response to your inquiries or effort in attempting to obtain bank approval for a potential replacement vehicle that has prevented us from securing said finance approval (although I do apologize if we in fact did not get back to you in a timely fashion while working with our lender affiliates.) Instead, the latter is directly connected to items contained in your credit history (which I will not discuss further in this open forum.) Since we are an automobile dealership and not a finance company, finding a solution and switching cars is not as easy as exchanging your current vehicle for anotherEach purchase and lease transaction stands on its own and has to be lender-approved in order to be able to be consummatedSince we are unable to obtain this approval on your behalf, we are unfortunately unable to sell you a replacement vehicle on a lease or finance basisIn terms of having the vehicle bought back, you will need to contact the manufacturer (*** ** ***) directly to see if any combination of your service visits qualifies you to exercise consumer rights under the “Lemon Law” actYou can reach them at ***If you do decide to do business with a dealership other than ours, I would be very sorry to lose you as a customer but would certainly understand and accept your decision to do soI apologize again for our spotty response and inability to secure financing on your behalf for a replacement vehicle and wish there was more we could do to helpSincerely, Markus K*** Director of Sales Tynan’s Volkswagen 303-341-Tell us why here
Hi ***,I am very sorry to hear about this situation and the fact that you attempted several times to contact your sales representative after the sale to no availI believe our VW sales manager, *** ***, has contacted you by now in order to get the key and owner's manual situated and when
you come to pick back to the dealership to pick them up, we will also take your Beetle to the gas station for a full tank of gas.Thank you very much for bringing this matter to our attention and I apologize again about our lack of communication with you regarding this matter.Sincerely,*** ***
*** ***
*** ***
Dear Mr***, Thank you very much for your letterWe take "Bait and Switch" ("BAS") allegations very seriously and have investigated your claim diligentlyI am unsure, however, of how this term is applicable to your experience with us since it largely pertains to dealership
advertisement practices The State of *** defines "BAS" advertising as follows: "Any advertisement or other communication that is part of a 'scheme or plan' and done with the 'intent, plan or purpose' not to actually sell the item(s) included in the ad (1) at all, or (2) not at the price offered, or (3) not at a quantity sufficient to meet 'reasonable public demand', unless a quantity is specifically stated in the ad." In the case of your complaint, you explain that you leased a *** *** *** on 02/18/which then exhibited an issue with the passenger doorAccording to the information given to me by the sales manager involved in both transactions (whose name is *** *** and who is, in fact, currently employed as our VW General Sales Manager), you had expressed your dismay in the fact that your brand new vehicle was having mechanical issues and that you no longer wanted to own the vehicle*** then explained to you that *** *** had already funded the lease and that the only way to "swap" your vehicle for another was to trade the current one in on another new, like-vehicleThat transaction then took place on 03/08/and due to the new-vehicle depreciation your first *** had already experienced during that relatively short amount of time, *** explained to you that we needed to structure the new lease at 10,versus the 15,allowable mileage of the original lease in order to arrive at the same $monthly paymentThe difference in allowable mileage was conspicuously disclosed in the "Excessive Wear And Use" section of both lease agreements (as prescribed by law) signed by youGiven the circumstances involving the lease of one vehicle which was subsequently traded in on another, I don't see how the term "Bait and Switch" is applicable To go one step further, our finance manager, *** *** (with whom you spoke and dealt again earlier this month, specifically remembers taking you through the residual differences of the two lease agreements at the time the second lease was signed by you - namely that the original lease at 15,miles per year carried a residual balance of $11,vs the replacement lease's residual value of $12,He then promised you that Tynan's Volkswagen would not hold this roughly $residual difference against you if you were to decide to come back to us for a replacement vehicle after the expiration of the replacement leaseIn other words, that we would gladly give you an additional $on the future travalue of the vehicle so long as it would be traded in with us in order to compensate you for the difference in residual valuesAccording to ***, he reminded you of his offer when you came back to us earlier this month to look at possible trade-in/buyout/replacement options but that you objected due to the mileage penalty noted in the end-of-lease inspection*** also contends that he explained to you that if you were to purchase your leased vehicle the aforementioned mileage penalty would not apply In any case, my records indicate that on 03/15/you did end up coming back into the dealership to buy out the leaseAccording to ***, due to a series of errors on behalf of *** *** *** ***, delays were caused in paying off the leaseIn the meantime, the buyout amount increased from the originally-quoted $11,to $12,As a token of our appreciation for your business as well as to make up for the apparent miscommunication that took place back in 2013, we will gladly pay this $difference (which happens to just about coincide with ***'s $residual difference offer from March 2013.) As far as the unwanted warranty solicitations are concerned, I can assure you that we are not in the business of selling our customers' informationVehicle registration data, however, is considered public record and that's where most third-party warranty companies acquire the information of people who have recently purchased a vehicleI completely agree with you that these solicitations are "annoying" and can be seemingly incessant (for instance, I am still receiving letters about my *** *** ***'s expired manufacturer's warranty even though I sold that car in 2010) but we most certainly don't share your personal information with any third-party companies (outside of the banks and credit unions with which we place vehicle loans on our customers' behalf.) Again, I apologize for the apparent miscommunication that took place during the traprocess of your original *** thank you again for contacting us Sincerely, *** ***
*** ** ***
*** *** * ***
Complaint: ***
I am rejecting this response because: I feel like the responsibility should be on the dealership for contacting *** to have this vehicle classified as a "lemon"They brakes and tires all were needing to be replaced per the service department at tynansThey stated that the tires were unsafe and at that point they told me that I would still have to pay out of pocket the estimate that was originally given to me was more expensive then what they didThey put a cheaper tire on the vehicle and supposedly replaced the brakes but I am still experiencing issues with themI am beyond frustrated that more ownership is not being taken by Tynan's
Sincerely,
***
Hi ***, Thank you for your feedbackI want you to know that I take the satisfaction of our customers very seriouslyUpon conducting a bit of research into your vehicle’s service history with us (which I have summarized in the attachment from inception until the present day), it looks
like you had brought your vehicle into our service department multiple times for squeaky brakes which, as we had communicated to you on several occasions, were working correctlyHowever, in order to do right by you and because we value your business and patronage, last July we agreed to replace your front brakes at no charge (even though there was nothing found wrong with any of the brake system.) Then, in September of last year, we replaced all four of your tires at absolutely no cost to you as well as your rear brakes at a heavily discounted rate of $(whereas the ticket total should have been $1,092.68.) While I am not pleased with the number of non-scheduled visits you have made to our service department (the majority of which were due to issues we were unable to replicate), I believe it to be safe to say that we have been nothing short of accommodating to your needs, even including free tires, front brakes and discounted rear brakes when there was no reason for us to do so other than our good willGiven the latter, I am a bit taken aback by your assertion that your experience with us has been “awful since the beginning.” However, I do understand your desire for switching vehicles, which brings me to my next pointIt is not our alleged lack of response to your inquiries or effort in attempting to obtain bank approval for a potential replacement vehicle that has prevented us from securing said finance approval (although I do apologize if we in fact did not get back to you in a timely fashion while working with our lender affiliates.) Instead, the latter is directly connected to items contained in your credit history (which I will not discuss further in this open forum.) Since we are an automobile dealership and not a finance company, finding a solution and switching cars is not as easy as exchanging your current vehicle for anotherEach purchase and lease transaction stands on its own and has to be lender-approved in order to be able to be consummatedSince we are unable to obtain this approval on your behalf, we are unfortunately unable to sell you a replacement vehicle on a lease or finance basisIn terms of having the vehicle bought back, you will need to contact the manufacturer (*** ** ***) directly to see if any combination of your service visits qualifies you to exercise consumer rights under the “Lemon Law” actYou can reach them at ***If you do decide to do business with a dealership other than ours, I would be very sorry to lose you as a customer but would certainly understand and accept your decision to do soI apologize again for our spotty response and inability to secure financing on your behalf for a replacement vehicle and wish there was more we could do to helpSincerely, Markus K*** Director of Sales Tynan’s Volkswagen 303-341-Tell us why here