Good morning Mr [redacted] I am [redacted] VP/GM of Ancira VWI am sorry to hear about your experience here with our dealership and hope to be able to answer your questions and to resolve your Revdex.com reviewI have spoken with [redacted] and [redacted] (GSM) about your car dealFirst of all the vin etch is a fee that we charge on ALL vehicles to etch the vin# into the glass of the vehicle all aroundThis serves is a theft deterrent as it makes it difficult for a thief to dispose ofSometimes we sell vehicles before the vendor comes to the dealership to etch the glassIn that case, we either have the vendor come by and do the etch before you take delivery or, we have them come to your place of business or to your home whichever is more convenient for the customerIt is illegal to charge one customer and not another, therefore we cannot take this fee off the purchase orderI myself pay this same fee whenever I purchase my vehiclesThe only way around it is to give a price discount in lieu of the taking it off the purchase orderAfter looking at your deal, I see that there were concessions made to the actual cash value of your trade and an aggressive discount to the Atlas that you were interested in purchasingAs far as your credit file goes, you had a red flag pop up on your Experian profile which prompts us to ask you the security questions in order to be able to have access to your credit reportThis infois secured into the Experian system and there is no way that we can go back and access your informationThese security questions change each timeI can assure you that we have a very secure process here with protecting customer information as well as a very credible staff here at Ancira VWPlease feel free to contact me personally if you have any other questions [redacted] Thank You Mr [redacted] [redacted] VP/GM Ancira VW
I have spoken with Mrs [redacted] about how extended warranties work and explained to her that the extended warranty goes into effect at the time of car purchase, but will not start covering repairs until the factory warranty expiresThe factory bumper to bumper warranty is 3yr or 36,ooo milesThe 6yr 60,mile is powertrain only therefore the extended warranty that she chose to purchase will cover bumper to bumper after the factory 3yr 36,ooo expiresThe extended warranty company will pro-rate the un-used portion when determining the amount of refund to the customerThis is determined by the warranty company and NOT Ancira VWI explained to Mrs [redacted] that we record all of our purchase transactions and that she is welcome to come in and review the video with usMrs [redacted] did not choose to do soI will still honor that invitationShe is welcome to call us in order to set up a time to view the videoThis will be my last response to this matter [redacted] VP/GM Ancira VW
Complaint: [redacted] I am rejecting this response because:First of all, The GM was extremely rude on the phoneHe just said I did not understand EnglishAnd this made me unable to communicate with himSecond of all, even if the extended warranty doesn't go into effect until month/36000milesAnd the 36month milestone was at 12/26/In other words, I have only used 11month of extended warranty, which extends the warranty for an extra monthsThe unused portion will be (24-11)/24*$1989=$However, I only got a refund of $473.94Last but not the least, Ancira VW advertised and sold methe extended warranty, I also had to request an cancellation with Ancira VWWhen I complained, the general manager did not offer any contact for the warranty company neitherIn my situation, I just felt that the extended warranty is a product that Ancira VW promoted to scam me and tricked me into buying something that I don't need for a brand new vehicleAt the time when I am buying, they offered that we can cancel anytime before 60month/ miles and get a full refundHowever, when we do request an cancellation and refund now, they save no, you will not get a full refundI feel I have been lied on right on my faceIt just makes me tremble with anger whenever when I trying to recall what happened with them Regards, [redacted] ***
Complaint: ***
I am rejecting this response because:The dealership has not provided any remedy for the issue.First the dealership did not provide a buyers order until I asked for a signed order from the sales personThe response at that time was "Oh I thought the "other" sales person gave you one." This is surprising sense at no time was the other sales person in a position to provide oneWe never set at a desk with the "other" sales personWe were never near a printer with the "other" sales personWe were never in an office with the "other" sales personI explained that they did not provide buyers orderThe order that was finally provided was still not signed by the dealership.Second the dealership did not disclose the fee to meIf I had not noticed the fee on the order and asked about the fee it would have been left undisclosedThis is especially troubling since I had specifically asked about dealer add-ons early in the negotiation and was assured there were no add-onsWhen I pointed out the aI was informed that this was not an "add-on" it was a legally required feeWhen I asked about this the sales person produced a document with a header that showed the "Comal County Sherriff Department"I asked details and the document was read to me and stated that most major parts of the vehicle had VIN numbers stamped on them from the factoryHowever additional etching could be a deterrent for theftThe document did not contain a legal requirement for etchingIf I were the Comal County Sherriff's department I would immediately request that the dealership stop referencing the department and the legal requirement for etchingThe fact that the dealership has this document could suggest that many other customers have had similar experiences and asked for relief from this deceptive practice.Thirdly the fee was "hidden" in the same section as taxes, title work, registration and customary document feesThis fee should be clearly identified as an add-on.Fourthly the dealership has not provided any clarification on handling personal data gatheredEvery other time I have provided this type of information it was clearly stated what the disposition of the information would and in most cases was solely housed in the finance department and any information no longer required was destroyed while I was present and all information was neatly managed in a single folderAnd while all of this may have been done it is not transparent.In closing the dealership should:Clearly and transparently display and inform customers of this fee up frontThis should be displayed prominently in the dealership, on the vehicles, on the companies web pages and communicated verbally by all management, sales and financing staff. Immediately stop using a document with a "Comal Count Sherriff Department" header to justify the feeThis could leave uniformed consumers with the feeling that it is a legal requirementEnsure that this is listed as a dealer ain all paper work used by the dealershipEstablish clear protocol for handling sensitive personal data and clearly communicate that information to consumers. Regards,
*** ***
Complaint: ***
I am rejecting this response because: I initially met with *** *** and all he said to me was, "Thanks for bringing it to my attention" There was no follow up from him to resolve the situationI never received a phone call, text, email, or mail from him concerning this matterSo I have no idea what he is referring to The service writer assured me that if I spent the $that I would not have to have service for a while Common sense shows that if Ancira had been honest with me and told the truth, I would have made a decision not to have any repairs done, parked my car at home, and would have been $richerThis dealer has worked on my car for the entire time that I've owned it If this car has been dealer maintained by Ancira VW for years, how on earth did is just tear up all of a sudden? I've been a loyal customer for years, and yet our relationship has come to thisDishonesty is a bad business strategy. ** ***
Complaint: ***
I am rejecting this response because: The response from the business does not address the issue of not disclosing fees upfront when asked about dealer add-onsI would request the business provide the Federal, State or local code or statute that states the VIN etching is required even if the vehicle is delivered prior to completion the work, or the Federal, State or local code or statute that requires the fee to be passed on to the customer, or the Federal, State or local code or statute that states it is "illegal" to charge the fee to one customer but not another.I have purchased new vehicles at different dealerships in different cities including San Antonio over the past years and have never been told that VIN etching was required by lawIt is always handled as a dealer add-on. The second concern is with the handling of personal financial dataThe dealership did not explain, in their response to my compliant, the process of requesting and securing the dataIs it for the dealership to have it sales staff act as a go between the customer and the financing department? I still do not know why I allowed myself to provide the level of information requested to a sales representative and once again shame on meHowever the dealership seems lax with the collection of personal dataI was asked and provided the answers to at least questions from my credit information that only myself and the credit reporting agency would knowI should have been afforded the ability to answer these questions electronically to the credit agency not answered the question in paper formWhat was the disposition of the paper documents I provided the dealership?For clarity the following questions and lack of answers from the dealership do not do not allow me to accept the response from the dealershipThe vague response from the dealership leave other customers at riskPlease provide the Federal, State or local code or statute that requires the VIN etchingPlease provide the Federal, State or local code or statute that requires a pass through to the customerPlease provide the Federal, State or local code or statute that states the fee must be charged equally to every customer4. Is it for the dealership to have it sales staff act as a go between the customer and the financing department5. What was the disposition of the paper documents I provided the dealership
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I believe that I was deceived from the start I never would have agreed to any repairs if I wasn't promised that if I spent this amount of money, I would not have to have anything done for a whileOnce they realized that the "Engine Failure" light was flashing after I had paid the $1670, I was told that that the problem was now electrical and that they could not have predicted this initiallyNow in this reply, I'm being told that the problem relates to the ABS Module It's my understanding that the ABS refers to brakes, and Electrical to something elseSo my point is if they replaced the ABS Module, then later it would be something elseI am unemployed and cannot afford to incur additional debtI did not have the $to begin with, now they want to credit me that amount and want me to pay more? Sorry, I don't have it I could have used the money that I spent with Ancira to buy food or other necessities I don't trust this dealership and frankly feel completely betrayed after spending so much money in repairs with them in the past
*** ***
I can assure your there were no deceptive practices at this dealership*** *** was involved with the repair side after the customer bringing the matter to his attentionHe contacted the area field engineer and also involved our shop foreman to assist with the diagnosis after the warning lights returnedWe had no reason to believe the problem was not 100% repaired as it operated flawless for approximately miles after the burned relay center was replacedI am sorry that we could not foresee any future issues which may arise with the vehicleNow knowing the abs module is defective, which caused the relay center to melt, We have made an honest effort to resolve this issue by offering the monies spent ,on that particular repair, towards the ABS repairAt this point we would offer to replace the ABS module at no labor charge and customer pays for the part and tax onlyPlease understand, we are a reputable, highly rated , customer focused, dealership
Good morning Mr. [redacted]. I am [redacted] VP/GM of Ancira VW. I am sorry to hear about your experience here with our dealership and hope to be able to answer your questions and to resolve your Revdex.com review. I have spoken with [redacted] and [redacted] (GSM) about your...
car deal. First of all the vin etch is a fee that we charge on ALL vehicles to etch the vin# into the glass of the vehicle all around. This serves is a theft deterrent as it makes it difficult for a thief to dispose of. Sometimes we sell vehicles before the vendor comes to the dealership to etch the glass. In that case, we either have the vendor come by and do the etch before you take delivery or, we have them come to your place of business or to your home whichever is more convenient for the customer. It is illegal to charge one customer and not another, therefore we cannot take this fee off the purchase order. I myself pay this same fee whenever I purchase my vehicles. The only way around it is to give a price discount in lieu of the taking it off the purchase order. After looking at your deal, I see that there were concessions made to the actual cash value of your trade and an aggressive discount to the Atlas that you were interested in purchasing. As far as your credit file goes, you had a red flag pop up on your Experian profile which prompts us to ask you the security questions in order to be able to have access to your credit report. This info. is secured into the Experian system and there is no way that we can go back and access your information. These security questions change each time. I can assure you that we have a very secure process here with protecting customer information as well as a very credible staff here at Ancira VW. Please feel free to contact me personally if you have any other questions. [redacted] Thank You Mr. [redacted] [redacted] VP/GM Ancira VW
Mr. [redacted] Our policy here at Ancira VW and our organization is that we etch the windows on all vehicles. We do charge a fee of 149.00 on each vehicle company wide. This fee is printed on ALL purchase orders. Our policy is that we do not remove this charge. If the customer does not see value of theft deterrent or insurance discount from their insurance carrier, then we have an option of reducing the price 149 in order to suffice the customer. Because of the trade allowance and discount that we were offering you, we chose not to discount the deal any futher. At that point you chose NOT to purchase the vehicle and left the dealership. All documents pertaining to personal information are secured and or shredded upon deal consummation or termination. Your security questions/answers have been destroyed. It is common practice for a sales staff to act as a go between on credit applications and bureas in order to move forward with securing financing for the customer. This ia all that I am able to provide to you. Again I am sorry for your displeasure with our business practice and I hope that you find the vehicle of your choice at a deal that you are happy with. This will be my last response to this issue. Thanks. [redacted] Tell us why here...
I have spoken with Mrs. [redacted] about how extended warranties work and explained to her that the extended warranty goes into effect at the time of car purchase, but will not start covering repairs until the factory warranty expires. The factory bumper to bumper warranty is 3yr...
or 36,ooo miles. The 6yr 60,000 mile is powertrain only therefore the extended warranty that she chose to purchase will cover bumper to bumper after the factory 3yr 36,ooo expires. The extended warranty company will pro-rate the un-used portion when determining the amount of refund to the customer. This is determined by the warranty company and NOT Ancira VW. I explained to Mrs. [redacted] that we record all of our purchase transactions and that she is welcome to come in and review the video with us. Mrs. [redacted] did not choose to do so. I will still honor that invitation. She is welcome to call us in order to set up a time to view the video. This will be my last response to this matter. [redacted] VP/GM Ancira VW
Complaint: [redacted]
I am rejecting this response because:First of all, The GM was extremely rude on the phone. He just said I did not understand English. And this made me unable to communicate with him. Second of all, even if the extended warranty doesn't go into effect until 36 month/36000miles. And the 36month milestone was at 12/26/2016. In other words, I have only used 11month of extended warranty, which extends the warranty for an extra 24 months. The unused portion will be (24-11)/24*$1989=$1077. However, I only got a refund of $473.94Last but not the least, Ancira VW advertised and sold methe extended warranty, I also had to request an cancellation with Ancira VW. When I complained, the general manager did not offer any contact for the warranty company neither. In my situation, I just felt that the extended warranty is a product that Ancira VW promoted to scam me and tricked me into buying something that I don't need for a brand new vehicle. At the time when I am buying, they offered that we can cancel anytime before 60month/ 60000 miles and get a full refund. However, when we do request an cancellation and refund now, they save no, you will not get a full refund. I feel I have been lied on right on my face. It just makes me tremble with anger whenever when I trying to recall what happened with them.
Regards,
[redacted]
when the vehicle arrived had a melted fuse panel and we were not able to communicate with many of the computer systems. it also had a fuel leak which had deteriorated hoses, fuel pump, and motor mount which the customer chose to have repaired. We also...
replaced a worn out right front axle with the customers consent. We road tested the vehicle over 10 miles with no problems. upon the customer picking up the vehicle some of the warning lights flashed and we scanned the car again to see what may have caused the problem. Now that we had communications with the modules, we determined the Anti Lock Braking Module has an intermittent short and ultimately what caused the fuse panel to melt. We then offered the customer the full amount spent on the fuse panel repair ($337.50) towards the ultimate repair for the ABS system. She refused the proposal and towed her car out of our shop. We would like to further discuss options to financially assist the owner if she would like. (discounts ) Her car is a 7 year old car with over 137,000 miles and many thing are possible to mechanically fail at this mileage. Please feel free to contact myself or [redacted] our Service Director [redacted] [redacted]
Good morning Mr [redacted] I am [redacted] VP/GM of Ancira VWI am sorry to hear about your experience here with our dealership and hope to be able to answer your questions and to resolve your Revdex.com reviewI have spoken with [redacted] and [redacted] (GSM) about your car dealFirst of all the vin etch is a fee that we charge on ALL vehicles to etch the vin# into the glass of the vehicle all aroundThis serves is a theft deterrent as it makes it difficult for a thief to dispose ofSometimes we sell vehicles before the vendor comes to the dealership to etch the glassIn that case, we either have the vendor come by and do the etch before you take delivery or, we have them come to your place of business or to your home whichever is more convenient for the customerIt is illegal to charge one customer and not another, therefore we cannot take this fee off the purchase orderI myself pay this same fee whenever I purchase my vehiclesThe only way around it is to give a price discount in lieu of the taking it off the purchase orderAfter looking at your deal, I see that there were concessions made to the actual cash value of your trade and an aggressive discount to the Atlas that you were interested in purchasingAs far as your credit file goes, you had a red flag pop up on your Experian profile which prompts us to ask you the security questions in order to be able to have access to your credit reportThis infois secured into the Experian system and there is no way that we can go back and access your informationThese security questions change each timeI can assure you that we have a very secure process here with protecting customer information as well as a very credible staff here at Ancira VWPlease feel free to contact me personally if you have any other questions [redacted] Thank You Mr [redacted] [redacted] VP/GM Ancira VW
I have spoken with Mrs [redacted] about how extended warranties work and explained to her that the extended warranty goes into effect at the time of car purchase, but will not start covering repairs until the factory warranty expiresThe factory bumper to bumper warranty is 3yr or 36,ooo milesThe 6yr 60,mile is powertrain only therefore the extended warranty that she chose to purchase will cover bumper to bumper after the factory 3yr 36,ooo expiresThe extended warranty company will pro-rate the un-used portion when determining the amount of refund to the customerThis is determined by the warranty company and NOT Ancira VWI explained to Mrs [redacted] that we record all of our purchase transactions and that she is welcome to come in and review the video with usMrs [redacted] did not choose to do soI will still honor that invitationShe is welcome to call us in order to set up a time to view the videoThis will be my last response to this matter [redacted] VP/GM Ancira VW
Complaint: [redacted] I am rejecting this response because:First of all, The GM was extremely rude on the phoneHe just said I did not understand EnglishAnd this made me unable to communicate with himSecond of all, even if the extended warranty doesn't go into effect until month/36000milesAnd the 36month milestone was at 12/26/In other words, I have only used 11month of extended warranty, which extends the warranty for an extra monthsThe unused portion will be (24-11)/24*$1989=$However, I only got a refund of $473.94Last but not the least, Ancira VW advertised and sold methe extended warranty, I also had to request an cancellation with Ancira VWWhen I complained, the general manager did not offer any contact for the warranty company neitherIn my situation, I just felt that the extended warranty is a product that Ancira VW promoted to scam me and tricked me into buying something that I don't need for a brand new vehicleAt the time when I am buying, they offered that we can cancel anytime before 60month/ miles and get a full refundHowever, when we do request an cancellation and refund now, they save no, you will not get a full refundI feel I have been lied on right on my faceIt just makes me tremble with anger whenever when I trying to recall what happened with them Regards, [redacted] ***
Complaint: ***
I am rejecting this response because:The dealership has not provided any remedy for the issue.First the dealership did not provide a buyers order until I asked for a signed order from the sales personThe response at that time was "Oh I thought the "other" sales person gave you one." This is surprising sense at no time was the other sales person in a position to provide oneWe never set at a desk with the "other" sales personWe were never near a printer with the "other" sales personWe were never in an office with the "other" sales personI explained that they did not provide buyers orderThe order that was finally provided was still not signed by the dealership.Second the dealership did not disclose the fee to meIf I had not noticed the fee on the order and asked about the fee it would have been left undisclosedThis is especially troubling since I had specifically asked about dealer add-ons early in the negotiation and was assured there were no add-onsWhen I pointed out the aI was informed that this was not an "add-on" it was a legally required feeWhen I asked about this the sales person produced a document with a header that showed the "Comal County Sherriff Department"I asked details and the document was read to me and stated that most major parts of the vehicle had VIN numbers stamped on them from the factoryHowever additional etching could be a deterrent for theftThe document did not contain a legal requirement for etchingIf I were the Comal County Sherriff's department I would immediately request that the dealership stop referencing the department and the legal requirement for etchingThe fact that the dealership has this document could suggest that many other customers have had similar experiences and asked for relief from this deceptive practice.Thirdly the fee was "hidden" in the same section as taxes, title work, registration and customary document feesThis fee should be clearly identified as an add-on.Fourthly the dealership has not provided any clarification on handling personal data gatheredEvery other time I have provided this type of information it was clearly stated what the disposition of the information would and in most cases was solely housed in the finance department and any information no longer required was destroyed while I was present and all information was neatly managed in a single folderAnd while all of this may have been done it is not transparent.In closing the dealership should:Clearly and transparently display and inform customers of this fee up frontThis should be displayed prominently in the dealership, on the vehicles, on the companies web pages and communicated verbally by all management, sales and financing staff. Immediately stop using a document with a "Comal Count Sherriff Department" header to justify the feeThis could leave uniformed consumers with the feeling that it is a legal requirementEnsure that this is listed as a dealer ain all paper work used by the dealershipEstablish clear protocol for handling sensitive personal data and clearly communicate that information to consumers. Regards,
*** ***
Complaint: ***
I am rejecting this response because: I initially met with *** *** and all he said to me was, "Thanks for bringing it to my attention" There was no follow up from him to resolve the situationI never received a phone call, text, email, or mail from him concerning this matterSo I have no idea what he is referring to The service writer assured me that if I spent the $that I would not have to have service for a while Common sense shows that if Ancira had been honest with me and told the truth, I would have made a decision not to have any repairs done, parked my car at home, and would have been $richerThis dealer has worked on my car for the entire time that I've owned it If this car has been dealer maintained by Ancira VW for years, how on earth did is just tear up all of a sudden? I've been a loyal customer for years, and yet our relationship has come to thisDishonesty is a bad business strategy. ** ***
Complaint: ***
I am rejecting this response because: The response from the business does not address the issue of not disclosing fees upfront when asked about dealer add-onsI would request the business provide the Federal, State or local code or statute that states the VIN etching is required even if the vehicle is delivered prior to completion the work, or the Federal, State or local code or statute that requires the fee to be passed on to the customer, or the Federal, State or local code or statute that states it is "illegal" to charge the fee to one customer but not another.I have purchased new vehicles at different dealerships in different cities including San Antonio over the past years and have never been told that VIN etching was required by lawIt is always handled as a dealer add-on. The second concern is with the handling of personal financial dataThe dealership did not explain, in their response to my compliant, the process of requesting and securing the dataIs it for the dealership to have it sales staff act as a go between the customer and the financing department? I still do not know why I allowed myself to provide the level of information requested to a sales representative and once again shame on meHowever the dealership seems lax with the collection of personal dataI was asked and provided the answers to at least questions from my credit information that only myself and the credit reporting agency would knowI should have been afforded the ability to answer these questions electronically to the credit agency not answered the question in paper formWhat was the disposition of the paper documents I provided the dealership?For clarity the following questions and lack of answers from the dealership do not do not allow me to accept the response from the dealershipThe vague response from the dealership leave other customers at riskPlease provide the Federal, State or local code or statute that requires the VIN etchingPlease provide the Federal, State or local code or statute that requires a pass through to the customerPlease provide the Federal, State or local code or statute that states the fee must be charged equally to every customer4. Is it for the dealership to have it sales staff act as a go between the customer and the financing department5. What was the disposition of the paper documents I provided the dealership
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I believe that I was deceived from the start I never would have agreed to any repairs if I wasn't promised that if I spent this amount of money, I would not have to have anything done for a whileOnce they realized that the "Engine Failure" light was flashing after I had paid the $1670, I was told that that the problem was now electrical and that they could not have predicted this initiallyNow in this reply, I'm being told that the problem relates to the ABS Module It's my understanding that the ABS refers to brakes, and Electrical to something elseSo my point is if they replaced the ABS Module, then later it would be something elseI am unemployed and cannot afford to incur additional debtI did not have the $to begin with, now they want to credit me that amount and want me to pay more? Sorry, I don't have it I could have used the money that I spent with Ancira to buy food or other necessities I don't trust this dealership and frankly feel completely betrayed after spending so much money in repairs with them in the past
*** ***
I can assure your there were no deceptive practices at this dealership*** *** was involved with the repair side after the customer bringing the matter to his attentionHe contacted the area field engineer and also involved our shop foreman to assist with the diagnosis after the warning lights returnedWe had no reason to believe the problem was not 100% repaired as it operated flawless for approximately miles after the burned relay center was replacedI am sorry that we could not foresee any future issues which may arise with the vehicleNow knowing the abs module is defective, which caused the relay center to melt, We have made an honest effort to resolve this issue by offering the monies spent ,on that particular repair, towards the ABS repairAt this point we would offer to replace the ABS module at no labor charge and customer pays for the part and tax onlyPlease understand, we are a reputable, highly rated , customer focused, dealership
Good morning Mr. [redacted]. I am [redacted] VP/GM of Ancira VW. I am sorry to hear about your experience here with our dealership and hope to be able to answer your questions and to resolve your Revdex.com review. I have spoken with [redacted] and [redacted] (GSM) about your...
car deal. First of all the vin etch is a fee that we charge on ALL vehicles to etch the vin# into the glass of the vehicle all around. This serves is a theft deterrent as it makes it difficult for a thief to dispose of. Sometimes we sell vehicles before the vendor comes to the dealership to etch the glass. In that case, we either have the vendor come by and do the etch before you take delivery or, we have them come to your place of business or to your home whichever is more convenient for the customer. It is illegal to charge one customer and not another, therefore we cannot take this fee off the purchase order. I myself pay this same fee whenever I purchase my vehicles. The only way around it is to give a price discount in lieu of the taking it off the purchase order. After looking at your deal, I see that there were concessions made to the actual cash value of your trade and an aggressive discount to the Atlas that you were interested in purchasing. As far as your credit file goes, you had a red flag pop up on your Experian profile which prompts us to ask you the security questions in order to be able to have access to your credit report. This info. is secured into the Experian system and there is no way that we can go back and access your information. These security questions change each time. I can assure you that we have a very secure process here with protecting customer information as well as a very credible staff here at Ancira VW. Please feel free to contact me personally if you have any other questions. [redacted] Thank You Mr. [redacted] [redacted] VP/GM Ancira VW
Mr. [redacted] Our policy here at Ancira VW and our organization is that we etch the windows on all vehicles. We do charge a fee of 149.00 on each vehicle company wide. This fee is printed on ALL purchase orders. Our policy is that we do not remove this charge. If the customer does not see value of theft deterrent or insurance discount from their insurance carrier, then we have an option of reducing the price 149 in order to suffice the customer. Because of the trade allowance and discount that we were offering you, we chose not to discount the deal any futher. At that point you chose NOT to purchase the vehicle and left the dealership. All documents pertaining to personal information are secured and or shredded upon deal consummation or termination. Your security questions/answers have been destroyed. It is common practice for a sales staff to act as a go between on credit applications and bureas in order to move forward with securing financing for the customer. This ia all that I am able to provide to you. Again I am sorry for your displeasure with our business practice and I hope that you find the vehicle of your choice at a deal that you are happy with. This will be my last response to this issue. Thanks. [redacted] Tell us why here...
I have spoken with Mrs. [redacted] about how extended warranties work and explained to her that the extended warranty goes into effect at the time of car purchase, but will not start covering repairs until the factory warranty expires. The factory bumper to bumper warranty is 3yr...
or 36,ooo miles. The 6yr 60,000 mile is powertrain only therefore the extended warranty that she chose to purchase will cover bumper to bumper after the factory 3yr 36,ooo expires. The extended warranty company will pro-rate the un-used portion when determining the amount of refund to the customer. This is determined by the warranty company and NOT Ancira VW. I explained to Mrs. [redacted] that we record all of our purchase transactions and that she is welcome to come in and review the video with us. Mrs. [redacted] did not choose to do so. I will still honor that invitation. She is welcome to call us in order to set up a time to view the video. This will be my last response to this matter. [redacted] VP/GM Ancira VW
Complaint: [redacted]
I am rejecting this response because:First of all, The GM was extremely rude on the phone. He just said I did not understand English. And this made me unable to communicate with him. Second of all, even if the extended warranty doesn't go into effect until 36 month/36000miles. And the 36month milestone was at 12/26/2016. In other words, I have only used 11month of extended warranty, which extends the warranty for an extra 24 months. The unused portion will be (24-11)/24*$1989=$1077. However, I only got a refund of $473.94Last but not the least, Ancira VW advertised and sold methe extended warranty, I also had to request an cancellation with Ancira VW. When I complained, the general manager did not offer any contact for the warranty company neither. In my situation, I just felt that the extended warranty is a product that Ancira VW promoted to scam me and tricked me into buying something that I don't need for a brand new vehicle. At the time when I am buying, they offered that we can cancel anytime before 60month/ 60000 miles and get a full refund. However, when we do request an cancellation and refund now, they save no, you will not get a full refund. I feel I have been lied on right on my face. It just makes me tremble with anger whenever when I trying to recall what happened with them.
Regards,
[redacted]
when the vehicle arrived had a melted fuse panel and we were not able to communicate with many of the computer systems. it also had a fuel leak which had deteriorated hoses, fuel pump, and motor mount which the customer chose to have repaired. We also...
replaced a worn out right front axle with the customers consent. We road tested the vehicle over 10 miles with no problems. upon the customer picking up the vehicle some of the warning lights flashed and we scanned the car again to see what may have caused the problem. Now that we had communications with the modules, we determined the Anti Lock Braking Module has an intermittent short and ultimately what caused the fuse panel to melt. We then offered the customer the full amount spent on the fuse panel repair ($337.50) towards the ultimate repair for the ABS system. She refused the proposal and towed her car out of our shop. We would like to further discuss options to financially assist the owner if she would like. (discounts ) Her car is a 7 year old car with over 137,000 miles and many thing are possible to mechanically fail at this mileage. Please feel free to contact myself or [redacted] our Service Director [redacted] [redacted]