Dear Mr***, We are terribly sorry for the inconvenience this may have caused you, we try to be as clear as possible with our mail pieces, we use a outside company to produce them for us and they are proofed and re-proofed to ensure there isn't anything that would mislead or misdirect a guest of oursIn this case we had a few customers that were frustrated about the clarity of the winning numbers, so we contacted the marketing company who then printed a retraction/amendment that is posted at both entrances of the dealershipAlso, we revisited the verbiage of the mail piece, it states that "MUST USE PIN TO DETERMINE PRIZE" in multiple spots and that they must use the pin on the mail piece and put it into the "prize redemption software to determine your prize." (see attached image) The prize mailer has brought many people in the store and we have given out hundreds of prizes so far included the $cash, numerous $cards, more than twenty $cards, and a few other prizes listed on the mailerWe also expressed the frustrations that customers voiced to the mailer company and they have redirected the phone calls to an offsite call center that expresses more clearly, that the prize is still determined by the spinning of the wheel on the interactive prize boardWe don't wish to lose you as a potential client, but we obviously can't give you for failure to understand the promoPlease let us know if there is something we can do within reason to retain you as a guestFor the troubles so far, we will offer a full detail and topping off your gas tank for the trip inPlease contact Maddy L [redacted] our customer relations manager at 801-676-to coordinate a timeOnce again, we are sorry for any inconvenience caused by this and hope to hear from you in the near future
Please see the attached copies of the "we -owe" [redacted] did have hrsto get a mechanic approval, but that being said we did not hear from her hrspost vehicle purchaseShe states she called us or attempted to call us, but we do not have any voicemails, nor did she try to reach out to other avenues (i.ethe general manager, customer relations) or come back to the dealership Now, she wants us to cover a bill after the fact she has authorized the shop to do the work (10+ days after the vehicle purchase)We will not cover the work she authorized because the vehicle should have been brought back to us with the recommended work for our shop to perform and inspect [redacted] may have been surprised how much we would have been willing to help if she would have taken different action rather than blasting us on Revdex.comAgain, we will not cover the work that has been done as it does not fall under the agreement of the we owe, but we do wish Mrs [redacted] the best with her future vehicle endeavorsThank you!
Complaint: [redacted] I am rejecting this response because: the reason presented in Volkswagen Southtowne's response was never presented at the time of negotiationsOnly now, weeks later have they come up with a convenient loopholeThe facts still remain: I was left for hours while they went about thier business and now people are supposed to think that it was out of good customer service? They attempted to reduce my travalue by an enormous sum ($12,for 24,miles on a yr old 4runner) while they maintained thier jetta with 30,miles at $21,when they sell for $22,newThier advertisent of MSRP minus mileage is a fundamental misuse of IRS commercial vehicle tax incentives which sole purpose "is to get people in the door" (as quoted by Ty, the salesman) in an attempt to justify low ball offersPeople should not be treated this wayI was making fair counter offers and maintaining a respectful and kind demeanorThey became rude and hostile because I apparently didn't cave and accept a bad dealThey left me to wait for hours for ridiculous offers and then blame the potential client for being there and wasting thier timeVERY UNPROFESSIONALVW Southtowne left me to wait for nearly an hour after each counter-offer while I took to minutes to explain logicIf anyone is to blame for the lengthy negotiations process, it is the sales managerThis is a common tactic to make the potential client restless and more likely to accept a less than favorable offerThis was my experience at VW Southtowne and I would like others to learn from it in order to not make the same mistakesNOT EVEN ONE FAIR OFFER WAS PRESENTED TO ME IN NEARLY HOURS OF NEGOTIATING, in my honest opinionDon't let them waste your time and then blame you for wasting theirsNewsflash: it's your job to be there and your customer service needs a complete overhaulThank you for continuing to want my business but I will never make the mistake of stepping foot inside VW Southtowne ever againThe sales promotions clearly were not in good faith (according to the comments made that they only serve to get people in the door) and the customer service was horrendousI have never been treated so poorlyFlat out rude and offensive behavior BY THE SALES MANAGER Sincerely Cameron H***
Complaint: [redacted] I am rejecting this response because:My concern is with the deceptive nature of the advertisement in question. The phrasing listed as 'Internet Sales Price' implies that the price is to buy the vehicle, not to lease it. If advertising in this regard, it would be more consumer friendly to use a different term such as 'Internet Lease Price' to differentiate and offer full disclosure to consumers as to what transaction the listed price is referencing. Leasing vs buying is very different, and your advertisement makes no attempts to discern the differences in pricing between the two. I am not unhappy with my decision to buy rather than lease, nor in the price that I paid for the vehicle. My concern is the deceptive nature in the online advertisement and the fact that I, in part, relied on that deceptive data to decide where to purchase a vehicle. In the interest of consumer friendliness and fair business dealing, I implore you to be more clear and up front in your advertising of these factors. As it stands, I cannot rely on any representation made by your dealership in any advertisement regarding price, and cannot recommend your dealership to anyone. Sincerely, [redacted]
Thank you Byron for reaching out to us - we are happy we had the opportunity to speak to you on the phone regarding your frustrationWe hope we were able to provide some clarity to this matter and greatly appreciate your open communication and patience with this matterUnfortunately, having (2) Customer Management Systems - Vin Solutions and Auto Alert - they do not always pair when we are making updatesI can assure you your first request was processed when you called the first time, but we have gone in and manually updated the second system and this will not occur again in the future.Please let us know if you have any additional questions or if we are able to be of assistance with anything in the futureBest,Madisen L [redacted] Customer Relations Manager###-###-#### [redacted] @vwsouthtowne.com
Dear Mr***, We are terribly sorry for the inconvenience this may have caused you, we try to be as clear as possible with our mail pieces, we use a outside company to produce them for us and they are proofed and re-proofed to ensure there isn't anything that would mislead or misdirect a guest of oursIn this case we had a few customers that were frustrated about the clarity of the winning numbers, so we contacted the marketing company who then printed a retraction/amendment that is posted at both entrances of the dealershipAlso, we revisited the verbiage of the mail piece, it states that "MUST USE PIN TO DETERMINE PRIZE" in multiple spots and that they must use the pin on the mail piece and put it into the "prize redemption software to determine your prize." (see attached image) The prize mailer has brought many people in the store and we have given out hundreds of prizes so far included the $cash, numerous $cards, more than twenty $cards, and a few other prizes listed on the mailerWe also expressed the frustrations that customers voiced to the mailer company and they have redirected the phone calls to an offsite call center that expresses more clearly, that the prize is still determined by the spinning of the wheel on the interactive prize boardWe don't wish to lose you as a potential client, but we obviously can't give you for failure to understand the promoPlease let us know if there is something we can do within reason to retain you as a guestFor the troubles so far, we will offer a full detail and topping off your gas tank for the trip inPlease contact Maddy L [redacted] our customer relations manager at 801-676-to coordinate a timeOnce again, we are sorry for any inconvenience caused by this and hope to hear from you in the near future
Please see the attached copies of the "we -owe" [redacted] did have hrsto get a mechanic approval, but that being said we did not hear from her hrspost vehicle purchaseShe states she called us or attempted to call us, but we do not have any voicemails, nor did she try to reach out to other avenues (i.ethe general manager, customer relations) or come back to the dealership Now, she wants us to cover a bill after the fact she has authorized the shop to do the work (10+ days after the vehicle purchase)We will not cover the work she authorized because the vehicle should have been brought back to us with the recommended work for our shop to perform and inspect [redacted] may have been surprised how much we would have been willing to help if she would have taken different action rather than blasting us on Revdex.comAgain, we will not cover the work that has been done as it does not fall under the agreement of the we owe, but we do wish Mrs [redacted] the best with her future vehicle endeavorsThank you!
Complaint: [redacted] I am rejecting this response because: the reason presented in Volkswagen Southtowne's response was never presented at the time of negotiationsOnly now, weeks later have they come up with a convenient loopholeThe facts still remain: I was left for hours while they went about thier business and now people are supposed to think that it was out of good customer service? They attempted to reduce my travalue by an enormous sum ($12,for 24,miles on a yr old 4runner) while they maintained thier jetta with 30,miles at $21,when they sell for $22,newThier advertisent of MSRP minus mileage is a fundamental misuse of IRS commercial vehicle tax incentives which sole purpose "is to get people in the door" (as quoted by Ty, the salesman) in an attempt to justify low ball offersPeople should not be treated this wayI was making fair counter offers and maintaining a respectful and kind demeanorThey became rude and hostile because I apparently didn't cave and accept a bad dealThey left me to wait for hours for ridiculous offers and then blame the potential client for being there and wasting thier timeVERY UNPROFESSIONALVW Southtowne left me to wait for nearly an hour after each counter-offer while I took to minutes to explain logicIf anyone is to blame for the lengthy negotiations process, it is the sales managerThis is a common tactic to make the potential client restless and more likely to accept a less than favorable offerThis was my experience at VW Southtowne and I would like others to learn from it in order to not make the same mistakesNOT EVEN ONE FAIR OFFER WAS PRESENTED TO ME IN NEARLY HOURS OF NEGOTIATING, in my honest opinionDon't let them waste your time and then blame you for wasting theirsNewsflash: it's your job to be there and your customer service needs a complete overhaulThank you for continuing to want my business but I will never make the mistake of stepping foot inside VW Southtowne ever againThe sales promotions clearly were not in good faith (according to the comments made that they only serve to get people in the door) and the customer service was horrendousI have never been treated so poorlyFlat out rude and offensive behavior BY THE SALES MANAGER Sincerely Cameron H***
Complaint: [redacted] I am rejecting this response because:My concern is with the deceptive nature of the advertisement in question. The phrasing listed as 'Internet Sales Price' implies that the price is to buy the vehicle, not to lease it. If advertising in this regard, it would be more consumer friendly to use a different term such as 'Internet Lease Price' to differentiate and offer full disclosure to consumers as to what transaction the listed price is referencing. Leasing vs buying is very different, and your advertisement makes no attempts to discern the differences in pricing between the two. I am not unhappy with my decision to buy rather than lease, nor in the price that I paid for the vehicle. My concern is the deceptive nature in the online advertisement and the fact that I, in part, relied on that deceptive data to decide where to purchase a vehicle. In the interest of consumer friendliness and fair business dealing, I implore you to be more clear and up front in your advertising of these factors. As it stands, I cannot rely on any representation made by your dealership in any advertisement regarding price, and cannot recommend your dealership to anyone. Sincerely, [redacted]
Thank you Byron for reaching out to us - we are happy we had the opportunity to speak to you on the phone regarding your frustrationWe hope we were able to provide some clarity to this matter and greatly appreciate your open communication and patience with this matterUnfortunately, having (2) Customer Management Systems - Vin Solutions and Auto Alert - they do not always pair when we are making updatesI can assure you your first request was processed when you called the first time, but we have gone in and manually updated the second system and this will not occur again in the future.Please let us know if you have any additional questions or if we are able to be of assistance with anything in the futureBest,Madisen L [redacted] Customer Relations Manager###-###-#### [redacted] @vwsouthtowne.com