Mr [redacted] , You did not reach out to me directly regarding this issue but instead contacted [redacted] customer care When I was made aware of the issue I contacted you immediately and we agreed that you would drop the car here for us to have inspected by us and a 3rd party while you drove a loaner car provided by us You did not come in and did not return my calls Instead you brought it to another VW dealership where the [redacted] inspected the vehicle and could find no visual evidence of damage to the frame or other serious damage When this report came in, I spoke with you and extended an offer of paying you the original full purchase price for the car ($14,447) as a goodwill gesture even though you have owned the car for approximately months You refused this offer stating you wanted your current loan balance, approximately $19,as I understand, for the car even though you financed approximately $7,in negative equity from your last car into this loan You continued to insist that I deliberately deceived you at the time of purchase and threatened me with lawsuits and defamation of my business in through various channelsUnfortunately since you chose to take this route I am unable to continue to extend my offer of paying you the full original purchase price for the car I am able to offer you current market value of approximately $10,000, which I will honor through the end of March This is far more than the $1,that you claim other dealers are offering If we can confirm the car had sustained frame damage before you purchased it I am certainly willing to work out a different solution for you, but so far I have not seen anything to indicate thisSince the car is certified pre-owned, you can be assured that any mechanical issues are covered by the year 24,mile warranty that came with your purchase This warranty can be used at any VW dealership nationwideSincerely, [redacted] ***, ***/ [redacted]
Company's response below: From: [redacted] *** [redacted] sans-serif;">>Date: Thu, Mar 12, at 6:PMSubject: case ID [redacted] To: " [redacted] > The repairs were made and the customer has their car back I believe we have resolved the issues to their satisfaction Thank you Regards, [redacted] Volkswagen of Saint Augustine [redacted] Direct [redacted] Fax [redacted]
Mr***, I am very sorry about the way you feelWhen you brought your concerns to my attention I did my best to accommodate you, even offering a refund of the full amount you paid for the
car you purchased almost a year agoI firmly believe there was no deliberate deception involved with the *** you referenced that has two minor accidents listed on itAgain, I am sorry, and I wish we could have come to a better resolution for youSincerely, *** *** **
Company's response below:
From: [redacted]
sans-serif;">>Date: Thu, Mar 12, 2015 at 6:34 PMSubject: case ID [redacted]To: "[redacted]>
The repairs were made and the customer has their car back. I believe we have resolved the issues to their satisfaction. Thank you.
Regards,
[redacted]
Volkswagen of Saint Augustine
[redacted] Direct
[redacted] Fax
[redacted]
I am sorry that Mr. [redacted] feels we have not come to an acceptable resolution to his financing. In the contract he signed it does state that the contract is contingent upon finalizing the financing with a third party lender. Due to circumstances beyond our control the lender would not...
accept the finance agreement as written. We were able to negotiate an alternative financing method with a lender which has only Mr. [redacted] Sr on the financing agreement. If this is not acceptable, they must return the car as soon as possible. Sincerely, [redacted] GM VW of Saint Augustine.
Mr. [redacted],
You did not reach out to me directly regarding this issue but instead contacted [redacted] customer care. When I was made aware of the issue I contacted you immediately and we agreed that you would drop the car here for us to have inspected by us and a 3rd party while you drove a loaner car provided by us. You did not come in and did not return my calls. Instead you brought it to another VW dealership where the [redacted] inspected the vehicle and could find no visual evidence of damage to the frame or other serious damage. When this report came in, I spoke with you and extended an offer of paying you the original full purchase price for the car ($14,447) as a goodwill gesture even though you have owned the car for approximately 10 months. You refused this offer stating you wanted your current loan balance, approximately $19,000 as I understand, for the car even though you financed approximately $7,365 in negative equity from your last car into this loan. You continued to insist that I deliberately deceived you at the time of purchase and threatened me with lawsuits and defamation of my business in through various channels.
Unfortunately since you chose to take this route I am unable to continue to extend my offer of paying you the full original purchase price for the car. I am able to offer you current market value of approximately $10,000, which I will honor through the end of March. This is far more than the $1,500 that you claim other dealers are offering. If we can confirm the car had sustained frame damage before you purchased it I am certainly willing to work out a different solution for you, but so far I have not seen anything to indicate this.
Since the car is certified pre-owned, you can be assured that any mechanical issues are covered by the 2 year 24,000 mile warranty that came with your purchase. This warranty can be used at any VW dealership nationwide.
Sincerely,
[redacted]
Mr [redacted] , You did not reach out to me directly regarding this issue but instead contacted [redacted] customer care When I was made aware of the issue I contacted you immediately and we agreed that you would drop the car here for us to have inspected by us and a 3rd party while you drove a loaner car provided by us You did not come in and did not return my calls Instead you brought it to another VW dealership where the [redacted] inspected the vehicle and could find no visual evidence of damage to the frame or other serious damage When this report came in, I spoke with you and extended an offer of paying you the original full purchase price for the car ($14,447) as a goodwill gesture even though you have owned the car for approximately months You refused this offer stating you wanted your current loan balance, approximately $19,as I understand, for the car even though you financed approximately $7,in negative equity from your last car into this loan You continued to insist that I deliberately deceived you at the time of purchase and threatened me with lawsuits and defamation of my business in through various channelsUnfortunately since you chose to take this route I am unable to continue to extend my offer of paying you the full original purchase price for the car I am able to offer you current market value of approximately $10,000, which I will honor through the end of March This is far more than the $1,that you claim other dealers are offering If we can confirm the car had sustained frame damage before you purchased it I am certainly willing to work out a different solution for you, but so far I have not seen anything to indicate thisSince the car is certified pre-owned, you can be assured that any mechanical issues are covered by the year 24,mile warranty that came with your purchase This warranty can be used at any VW dealership nationwideSincerely, [redacted] ***, ***/ [redacted]
Company's response below: From: [redacted] *** [redacted] sans-serif;">>Date: Thu, Mar 12, at 6:PMSubject: case ID [redacted] To: " [redacted] > The repairs were made and the customer has their car back I believe we have resolved the issues to their satisfaction Thank you Regards, [redacted] Volkswagen of Saint Augustine [redacted] Direct [redacted] Fax [redacted]
Mr***, I am very sorry about the way you feelWhen you brought your concerns to my attention I did my best to accommodate you, even offering a refund of the full amount you paid for the
car you purchased almost a year agoI firmly believe there was no deliberate deception involved with the *** you referenced that has two minor accidents listed on itAgain, I am sorry, and I wish we could have come to a better resolution for youSincerely, *** *** **
Company's response below:
From: [redacted]
sans-serif;">>Date: Thu, Mar 12, 2015 at 6:34 PMSubject: case ID [redacted]To: "[redacted]>
The repairs were made and the customer has their car back. I believe we have resolved the issues to their satisfaction. Thank you.
Regards,
[redacted]
Volkswagen of Saint Augustine
[redacted] Direct
[redacted] Fax
[redacted]
I am sorry that Mr. [redacted] feels we have not come to an acceptable resolution to his financing. In the contract he signed it does state that the contract is contingent upon finalizing the financing with a third party lender. Due to circumstances beyond our control the lender would not...
accept the finance agreement as written. We were able to negotiate an alternative financing method with a lender which has only Mr. [redacted] Sr on the financing agreement. If this is not acceptable, they must return the car as soon as possible. Sincerely, [redacted] GM VW of Saint Augustine.
Mr. [redacted],
You did not reach out to me directly regarding this issue but instead contacted [redacted] customer care. When I was made aware of the issue I contacted you immediately and we agreed that you would drop the car here for us to have inspected by us and a 3rd party while you drove a loaner car provided by us. You did not come in and did not return my calls. Instead you brought it to another VW dealership where the [redacted] inspected the vehicle and could find no visual evidence of damage to the frame or other serious damage. When this report came in, I spoke with you and extended an offer of paying you the original full purchase price for the car ($14,447) as a goodwill gesture even though you have owned the car for approximately 10 months. You refused this offer stating you wanted your current loan balance, approximately $19,000 as I understand, for the car even though you financed approximately $7,365 in negative equity from your last car into this loan. You continued to insist that I deliberately deceived you at the time of purchase and threatened me with lawsuits and defamation of my business in through various channels.
Unfortunately since you chose to take this route I am unable to continue to extend my offer of paying you the full original purchase price for the car. I am able to offer you current market value of approximately $10,000, which I will honor through the end of March. This is far more than the $1,500 that you claim other dealers are offering. If we can confirm the car had sustained frame damage before you purchased it I am certainly willing to work out a different solution for you, but so far I have not seen anything to indicate this.
Since the car is certified pre-owned, you can be assured that any mechanical issues are covered by the 2 year 24,000 mile warranty that came with your purchase. This warranty can be used at any VW dealership nationwide.
Sincerely,
[redacted]