Now that the proper research has been done the General manager spoke with the customer. The customer did send a demand letter with an attorney name presented. The demand from the customer was to purchase the vehicle for the payoff price. The dealership General manager did contact the customer via phone on 04/7/15 and discussed the demand letter with the customer. The customer came to the dealership on the next day and the General manager handed the customer a check for the demanded amount. The customer took the check left the vehicle and this matter was considered resolved. Now the customer has changed demands and is requesting and additional $3,000.00. The dealership fells this is unwarranted and unreasonable as previous demands were met to the penny. In neither demand letter nor verbal communication to the general manager was there a request or demand to remove personal information from the dealership data base. They customer information was given to the dealership multiple times by the customer through online communication. On 09/30/15 a computer generated form letter was sent to the customer. At the bottom of the form letter is the availability to hit the unsubscribe button to stop all future e-mail communication. Customer did not unsubscribe. On 10/30/15 a computer generated form letter was sent to the customer. At the bottom of the form letter is the availability to hit the unsubscribe button to stop all future communication. Customer did not unsubscribe. A this point in time customer has been deleted from all data bases as requested by customer in the complaint to the Revdex.com. The dealership feels the customer has made demands and the dealership has complied with all demands and this case should be closed.
Revdex.com:
I have reviewed the response made by the business in reference to c[redacted]nd have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business has given me a runaround and wasted loads of time and money. I have had no cost included for the repair, when you don't include my time, and the waste of time created by the Service department and spending hours on the phone trying to figure out why no one notified me about my car being complete. I was offered an expensive extended warranty on the vehicle which I denied without realizing I was old a Lemon, and then given a runaround for 2 weeks and customer service equivalent to a [redacted] The Company has refused to take any responsibility in the matter and the General manger has been avoiding me for weeks on end and instead I have been dealing with Sales and Service mangers which seem to have zero idea when it comes to Customer Service.
[redacted]
[redacted]
[redacted]
All customer information has been removed from the dealership data base Nov 6th as requested by the customer in the complaint to the Revdex.com as stated in the last response. The e-mail provided was sent Oct 30th. The dealership was unaware of the accident at time of sale. Once the dealership learned of the accident they complied with demands of the customer to the full extent demanded. The customer is now changing the demands and the dealership considers the customer to be unreasonable.
Customer was offered a full coolant flush but he decided based on the cost of a full flush versus the drain and refill that the drain and refill would be the best for him at the time of service. Dealer has not looked at nor has any documentation of what trouble has occurred with the vehicle...
since the drain and refill. Dealer is more than happy to look at the vehicle at no charge to determine what the problems are and what the cause of the problem is. Dealer is more that happy to discount and work with customer on needed repairs even if they did not occur because of a drain and refill versus a flush. This is a 20 year old vehicle with 200,000 miles on it purchased from a private party that did not arrive at the dealership free from needing repairs. We would love to help the customer get his vehicle in good working condition.
Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and find that this resolution is satisfactory to me. Despite the fact that the 10% they are speaking of was not applied to the $200 or repair that is at issue. The 10% off was a military discount taken off of a transmission. Flush and battery replacement. The repair at issue was that on the alternator which the $200;was paid for.
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I will not be purchasing a penny after receiving such horrible customer service and child-like responses to my concerns and issues with the business, transactions.
[redacted]
[redacted]
Complaint: [redacted]I am rejecting this response because:
You said "Just because the version number has not changed does not mean the MMI system was not updated."Then why is this the first time you have said that? Its just another new excuse.I don't care if its free service or if I paid 20k for the update. Your customer service in this situation has been horrid. Excuse after excuse after excuse.The way you have treated me (a customer) has been much less than respectful so I find it humorous that you keep harping on how I verbally abused them. Let alone you say you treated me with respect. [redacted]You must have some pretty sensitive employees or your using this as an excuse. Probably both...Again, this has got to be the lamest excuse of all. You treat a customer like crap and when the customer gets mad then you tell them to go somewhere else? You have not treated me with respect. You have been dismissive, arrogant and completely unhelpful the entire time.Your more interested in checking a box to say you did your job and getting rid of me than actually providing a solution or answer. You have still yet to come up with anything to back up your claim that its up to date.You can refuse service all you want. What planet are you from to think I will ever be back?When I buy my next Audi, I will again travel to another dealership.And yes, as you have suggested, I will travel to the next closest dealership for any future warranty needs on this car and any in the future.Do you think id actually trust you guys to change a tire at this point let alone anything more complex? You can provide an answer for this. I cant imagine if something happened that required real troubleshooting. And I assure you that I am spreading this story everywhere.Audi meets, online forums.You name it, im making sure everyone knows how inept your service department is.The sad thing is, im not the first. As I looking into this more and more, ive discovered numerous complaints over your service department for similar issues.Right up to being told "Your welcome to go to the next closest dealership".And im not going to close this case. How many times do I have to tell you I will not accept your excuses...This only furthers the fact that you just don't grasp the overall situation.
Sincerely,[redacted]
Customer did have other work performed as well and dealership offer a 10% discount on that work performed. Dealership would reimburse customer for their trouble the $200.00 deductible minus the discounts already provided at $53.58. Dealership would reimburse the customer $146.42.
Now that the proper research has been done the General manager spoke with the customer. The customer did send a demand letter with an attorney name presented. The demand from the customer was to purchase the vehicle for the payoff price. The dealership General manager did contact the customer via phone on 04/7/15 and discussed the demand letter with the customer. The customer came to the dealership on the next day and the General manager handed the customer a check for the demanded amount. The customer took the check left the vehicle and this matter was considered resolved. Now the customer has changed demands and is requesting and additional $3,000.00. The dealership fells this is unwarranted and unreasonable as previous demands were met to the penny. In neither demand letter nor verbal communication to the general manager was there a request or demand to remove personal information from the dealership data base. They customer information was given to the dealership multiple times by the customer through online communication. On 09/30/15 a computer generated form letter was sent to the customer. At the bottom of the form letter is the availability to hit the unsubscribe button to stop all future e-mail communication. Customer did not unsubscribe. On 10/30/15 a computer generated form letter was sent to the customer. At the bottom of the form letter is the availability to hit the unsubscribe button to stop all future communication. Customer did not unsubscribe. A this point in time customer has been deleted from all data bases as requested by customer in the complaint to the Revdex.com. The dealership feels the customer has made demands and the dealership has complied with all demands and this case should be closed.
Revdex.com:
I have reviewed the response made by the business in reference to c[redacted]nd have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business has given me a runaround and wasted loads of time and money. I have had no cost included for the repair, when you don't include my time, and the waste of time created by the Service department and spending hours on the phone trying to figure out why no one notified me about my car being complete. I was offered an expensive extended warranty on the vehicle which I denied without realizing I was old a Lemon, and then given a runaround for 2 weeks and customer service equivalent to a [redacted] The Company has refused to take any responsibility in the matter and the General manger has been avoiding me for weeks on end and instead I have been dealing with Sales and Service mangers which seem to have zero idea when it comes to Customer Service.
[redacted]
[redacted]
[redacted]
Dealer met with customer yesterday, was told by customer issue was resolved.
We are more than happy to sell this customer an extended warranty on his 7 year old BMW if he is interested in buying one.
All customer information has been removed from the dealership data base Nov 6th as requested by the customer in the complaint to the Revdex.com as stated in the last response. The e-mail provided was sent Oct 30th. The dealership was unaware of the accident at time of sale. Once the dealership learned of the accident they complied with demands of the customer to the full extent demanded. The customer is now changing the demands and the dealership considers the customer to be unreasonable.
Customer was offered a full coolant flush but he decided based on the cost of a full flush versus the drain and refill that the drain and refill would be the best for him at the time of service. Dealer has not looked at nor has any documentation of what trouble has occurred with the vehicle...
since the drain and refill. Dealer is more than happy to look at the vehicle at no charge to determine what the problems are and what the cause of the problem is. Dealer is more that happy to discount and work with customer on needed repairs even if they did not occur because of a drain and refill versus a flush. This is a 20 year old vehicle with 200,000 miles on it purchased from a private party that did not arrive at the dealership free from needing repairs. We would love to help the customer get his vehicle in good working condition.
Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and find that this resolution is satisfactory to me. Despite the fact that the 10% they are speaking of was not applied to the $200 or repair that is at issue. The 10% off was a military discount taken off of a transmission. Flush and battery replacement. The repair at issue was that on the alternator which the $200;was paid for.
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I will not be purchasing a penny after receiving such horrible customer service and child-like responses to my concerns and issues with the business, transactions.
[redacted]
[redacted]
Complaint: [redacted]I am rejecting this response because:
You said "Just because the version number has not changed does not mean the MMI system was not updated."Then why is this the first time you have said that? Its just another new excuse.I don't care if its free service or if I paid 20k for the update. Your customer service in this situation has been horrid. Excuse after excuse after excuse.The way you have treated me (a customer) has been much less than respectful so I find it humorous that you keep harping on how I verbally abused them. Let alone you say you treated me with respect. [redacted]You must have some pretty sensitive employees or your using this as an excuse. Probably both...Again, this has got to be the lamest excuse of all. You treat a customer like crap and when the customer gets mad then you tell them to go somewhere else? You have not treated me with respect. You have been dismissive, arrogant and completely unhelpful the entire time.Your more interested in checking a box to say you did your job and getting rid of me than actually providing a solution or answer. You have still yet to come up with anything to back up your claim that its up to date.You can refuse service all you want. What planet are you from to think I will ever be back?When I buy my next Audi, I will again travel to another dealership.And yes, as you have suggested, I will travel to the next closest dealership for any future warranty needs on this car and any in the future.Do you think id actually trust you guys to change a tire at this point let alone anything more complex? You can provide an answer for this. I cant imagine if something happened that required real troubleshooting. And I assure you that I am spreading this story everywhere.Audi meets, online forums.You name it, im making sure everyone knows how inept your service department is.The sad thing is, im not the first. As I looking into this more and more, ive discovered numerous complaints over your service department for similar issues.Right up to being told "Your welcome to go to the next closest dealership".And im not going to close this case. How many times do I have to tell you I will not accept your excuses...This only furthers the fact that you just don't grasp the overall situation.
Sincerely,[redacted]
Customer did have other work performed as well and dealership offer a 10% discount on that work performed. Dealership would reimburse customer for their trouble the $200.00 deductible minus the discounts already provided at $53.58. Dealership would reimburse the customer $146.42.