York Volkswagen, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me but it's sad that we had to go this far to get a resolution from ChrisIt is also sad that still to this day we never got a apology for all the wrong him and his company didEven when he sent a check to cover the damage, no letter was includedThis just shows how crooked and unprofessional Chris and his company is. It's sad that a once good family business is now going down hill
Regards,
*** ***

We are in receipt of your letter dated February 26, 2015 regarding a complaint filed by [redacted]. The ID number is [redacted].
Mr. [redacted] signed an agreement that spelled out the requirement to return the vehicle the day his car was finished in the shop or he could be subject to a daily...

charge for each additional day he had our loaner vehicle. His car was finished on Tuesday 2/24. The service advisor called and left a message that it was finished and we needed the vehicle back. We received a return voicemail stating he wouldn't return it until Friday 2/27. The advisor then notified him that we would need the vehicle back on Wednesday 2/25 and that if he couldn't return it by then we would charge him for Thursday 2/26 and Friday 2/27. Mr. [redacted] then returned the vehicle on 2/26 and was only charged for one day.We have several cars available for customers to use when their vehicles are in for service work. We schedule them out to other customers based on completion of the current customer's service. Failure to return the vehicle to us in a timely manner often results in that car not being available for another scheduled customer.
In this instance, Mr. [redacted]'s car was finished on Tuesday. in an effort to be flexible, we gave him until Wednesday evening to return the vehicle without charges. I believe we acted fairly.
I am more concerned with the delays Mr. [redacted] experienced in receiving monies owed him when he purchased his car. I’ve done some research regarding this matter, and feel the wait was unacceptable. For this reason, I would like to reimburse him for the rental charges and will be sending a check in the mail. In addition, I will reach out to him shortly via phone to find out more information about the delay to learn where the specific break downs occurred. I appreciate him bring this matter forward.
Sincerely,
Chris B[redacted]/President

April 13, 2015Dear [redacted],This letter is in response to your correspondence dated April 9, 2015.  [redacted] and has an ID of [redacted].The complaint was filed by [redacted] has indicated to me in an email that the payment of $187.62 will resolve the issue. His complaint to...

you reiterates his request. York Volkswagen will forward a check in that amount to their home address at [redacted], Duncanno PA [redacted]Sincerely,Chris B

Review: On 8/7/13, I took my 2009 VW Tiguan to York VW to have 4 wheel lock lug nuts replaced. When My vehicle got there I shut the car off and went inside. I let the service department know that I was present and they had me drive my vehicle into their building. I did so. The car ran with no apparent problems. There were dash indicators on for a blown out headlight, low tire pressure in one tire(the reason I wanted the lock lugs replaced since I lost the "key") and a check engine light. I have previously had the check engine light diagnosed and it is for a malfunction in the air intake manifold. While there for the next 45-55 minutes the service techs repeadetly asked me if I wanted different services completed that they offered. These included but were not limited to an oil change, my 100,000 mile "service" and a car wash. I refused all services other than the lug nut replacement. I had already scheduled an appointment at a local garage for all other maintainence requirements for the following week. Eventually after being there for 50+ minutes, the service tech came and told me that my car will no longer start. I had it there for lug nuts and now my vehicle does not run. They tried to tell me that there was an oil light indicator on, which there was not, and that my vehicle had no oil in it whatsoever. I feel that something was damaged while they had my car. The lug job should have taken 5 minutes, not an hour. I think they had plenty of time to sabatoge my vehicle and I believe they did just that. The dealership refuses to do anything to rectify the situation. The fact of the matter is, I drove my car in for replacement lug nuts, and somehow it no longer runs.Desired Settlement: I think that York VW should be held accountable for the repairs to my vehicle as it ran when I got there and it no longer ran after having my lug nuts replaced. There was no reason for them to be under the hood or to have my car in the wash bay after I declined to have such work completed. I feel very taken advantage of.

I have no way to get to work and I have a 10 month old baby that I cannot leave the house with because I don't have another vehicle suitable for him to travel in.

Please help!

Business

Response:

September 5, 2013

Dear [redacted]:

This letter is in response to your correspondence dated 08/13/2013. It is in reference to complaint ID number [redacted] filed by [redacted].

When the vehicle was moved into the shop to remove the locking lug nuts and replace them with regular lug nuts, there were multiple warning indicator lights on. These lights included the check engine light, the oil service due indicator light, the TPMS(tire pressure monitoring system) light and a bulb out indicator light.

We offered to address some or all of these items for the customer, which he declined. When the vehicle wouldn't start we performed some very basic trouble shooting to attempt to get it running. It was at this time that we noted the oil change sticker on the windshield showed it was due for a change approximately 15000 miles ago, and a check of the oil level revealed no oil on the dipstick.

It is unfortunate and frustrating to ail parties, including us, that the vehicle wouldn't start.

Based on the aforementioned conditions combined with the fact that our only repairs were to the lug nuts on the wheels, the no start condition is not due to anything we did.

That said, we offered to diagnose the vehicle for the customer, and if it was determined to be our responsibility, waive the diagnosis fee and repair the vehicle at no charge. He did not want us to do anything else to the vehicle. We then even offered that when the vehicle was diagnosed elsewhere to communicate to us the nature of the findings. If it was determined the no start condition was as a result of our repairs to the lug nuts or due to something we did while in our care that day, we would be willing to continue a conversation with him towards resolution.

In summary, we have no intention of turning our backs on the customer if we did anything to cause the no start condition. We will gladly take it further once we have and can verify a diagnosis and remedy the condition if found to be our fault.

Sincerely,