Volkswagen of Orange

Review: Volkswagen of Orange accepted a trade in from a current customer ([redacted]) of DRIVEiT Financial Services on or around May 25, 2015. DRIVEiT Financial Services has not received the payoff for the trade in (2011 VW GTI Vin#[redacted]) that VW Of Orange accepted as trade in from [redacted]. DRIVEiT Financial has spoke to "[redacted]" a couple different times.Desired Settlement: DRIVEiT Financial to be paid $11,269.18 ASAP.

Business

Response:

[redacted]Our company policy mandates that we do not pay off the trade until the loan is funded

Review: On 02/22/15 I brought my Jetta to this dealer with two requests: (1) Fix the brake light that will not turn off and is draining the battery, whether or not the car is running, and (2) Perform an oil change. The next day I got a call from the dealer telling me we needed to replace one of the "car's computers" and that it would be $475 to do so. They also told me that I needed to replace the vacuum pump, the water pump and the left "outer pump," and were very pushy. After some questioning, they admitted that I had some time to wait and that they were giving me additional factory "recommendations." I gave them permission to continue with the oil change and replace the computer responsible for the brake light malfunction.On 02/24/15 I picked up my car, and was assured that the computer had been replaced and the oil change properly serviced. I had no immediate issues. On or about 03/11/15 I went to get into my car and it had leaked a significant amount of oil. I took the car to the nearest, reputable automotive repair shop to have the car re-examined, [redacted] Automotive Repair, LLC in Whittier, CA. Later that day, the shop called to tell me that the oil was leaking because THE OIL FILTER WAS LEFT LOOSE and that this was quite obviously the MISTAKE OF THE TECHNICIAN WHO PERFORMED THE OIL CHANGE. In other words, it was preventable, and should not have happened. I had to pay to replace the oil filter and lost oil due to the leak. I also had to pay a non-refundable diagnostic fee, all because Volkswagen of Orange left the oil filter loose. I was not in a position to drive to Orange with no oil in my car for re-examination, and quite honestly after the first aggressive encounter, I just didn't trust them.Desired Settlement: I want my money back for the faulty oil change Volkswagen of Orange performed, which was approximately $68.59, plus tax. I would also like the $47.50 diagnostic fee I paid to [redacted] Automotive Repair to diagnose the oil leak. In total, I would like $166.09, plus tax, refunded. In return, I will never, ever use Volkswagen of Orange for anything, ever again.

Business

Response:

[redacted]My sincere apologies. I am prepared to refund requested amount of $166.09 + tax. I will email customer with my response as well.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My husband and I went to the dealership to see about leasing a new vehicle. We test drove two and decided on one. Our salesperson was new to the business. He said he had been selling cars for six months. We left and came back (errands). Upon our return, we were handed to a kid (about 18 years old.) He asked us what we wanted to do. We said lease and gave specific parameters. THen the kid said "We forgot to tell about the special anti-dent trim. It is an extra $1,999 on top of the sticker price." We knew what was going to happen next. He came back and said "you are getting a good deal!" to my husband when no "deal" was on the table. When my husband had to take a quick call on his cell phone, the kid aske me "Aren't you excited to drive your new car?" I said "no, it's just a car". he was speechless. He comes back with a piece of paper and some numbers. Full sticker price, plus $1999 (for the kit that costs them $1 I later found out plus there is no special spray protectant on the seats as they claim). No APR when asked. $1097/month. We say "thanks and leave." the finance manager, the kid and the original sales guy stop us at the door. "What can we do to make you a deal right now?" HUsband says "Nothing. we are leaving." Slimy character that finance manager is. Prior to leaving, I got on my smartphone and reached out to another dealership that I had leased a few vehicles from but a little further from home. We were taken care of and drove off in our new vehicle with a fair an no nonsense deal. YOu should have someone look into this. I am certain I am not the first one who has had this kind of slimy sales tactics treatment.Desired Settlement: Make them stop lying to customers.

Business

Response:

Regarding the complaint you received to customer [redacted]

First off I don’t see any problem with a young man regardless of age selling cars so I don’t understand the complaint there. There are optional accessories on the car and they are listed next to the window sticker. Regardless if the customer sees no value in the products, they are made readily available for purchase for customers who do wish to take advantage of the products sold for $1995. I would also question as to where they heard the cost of these 3 products equal $1. The information is just an opinion obviously and has no real factual information to back that claim. As far as offering the customers numbers on purchasing the car she says we offered “full sticker price plus $1995 for accessories”. The window price and stickers clearly are listed on the car and if we were not going to ask to make a profit why we would have these posted on the vehicle? The accessories are optional and are clearly stated as such. If they would not like the benefits they can definitely choose to decline without question. As far as the APR goes they are inquired about leasing a car and there is no interest rate only a money factor, and yes a $65000 vehicle does have a payment of over $1000 per month. I am glad the customer found what she was looking for elsewhere, but from start to finish we never lied and never said anything dishonest in this transaction. Calling an employee of mine “slimy” for asking to make a profit for buying a car for what is clearly priced on the vehicle, is offensive to me and frankly am glad we did not do business with these customers after hearing this.

Thank you,

Volkswagen Of Orange

General Manager

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.

The gentleman states that the car would demand a payment of $1000+ per month but then why did his associate literally chase me to my car and states "We could have done this for no money down and $795/month."? I am happy to say that I now have a new Touareg with an even lower payment with no money down and even decided to trade in my Jetta for a new Jetta TDI diesel. I will always be loyal to Commonwealth VW.

As far as age, I don't care but don't have your sales guy tell me I am "getting a great deal" when there is no deal on the table.

Regarding the $1995 "accessory" as an extra add-on, I am a savvy buyer and maybe that works for people who are emotional buyers but not for me.

Regards,

Business

Response:

Congratualtions on your purchases. I have spoken with my salesman about saying your getting a good deal before you recieved the numbers. I think he was excited but we will make sure he doesnt do that again. As a savy buyer you know everything is open for negotiation. Our policy is to ask for the sticker price otherwise we would not post that on the window. If we could have got into negotiations I am sure we could of come to a fair agreement. Keep in mind on a lease every $1000 dollars is roughly $30-35 per month in payment. If the other dealer was willing to sell you the car for that kind of discount, that is excellent and it sounds like you got a fantastic deal. I hope you enjoy your vehicle, hopefully we will have an opportunity again in the future to try and earn your business. thank you