Young VW, Inc.

April
18,
*** *** ***
The
Revdex.com
Re:
Complaint ID ***
Dear **
***,
We
sincerely regret that there is an apparent misunderstanding with ***
regarding our Money Back Guarantee period. We believe that we have
provided more than ample disclosure of our hour period in order to avoid
this type of misunderstanding. Let me explain. Our Hour Money
Back Guarantee is prominently displayed on our web site, as well as on the
window label of every applicable pre-owned vehicle. By way of process,
during vehicle delivery a printed customer copy of it is read aloud and
provided to our customer by our sales consultant, who then presents an
acknowledgement copy of it to the customer for his signature. In this
particular transaction, our sales consultant emphatically denies having stated
that our money back guarantee period is days as *** has stated. For
our sales consultant to make such a statement would have been an immediately,
obvious contradiction with our provided written policy and that would defy
logic. Our sales consultant has been on our staff following our sales
process for over months without such a claim and he has maintained a high
level of customer satisfaction throughout his employment.
Indeed, both *** and ***, have signed the acknowledgement copy and **
** has stated in his recent message “…I admit I did not read all the
paperwork…” Thus, we have no reason to disbelieve our sales consultant,
but rather we do believe that *** is mistaken. A scanned copy of the
signed acknowledgement is attached herein for your review
As you
know from the continuing statements made by ***, he no longer wanted his
*** *** (turbo diesel) Sedan and subsequently desired a
certified pre-owned *** *** Sport Wagen. We agree with his
statement: “I was told I would get my investment back on any car on the
lot.” Our offer of an exchange within days of purchase is limited to
our current available inventory but we did not have a pre-owned *** Sport
Wagen on our lot in any configuration. Thus we offered to try to
locate a vehicle for *** that matched his specifications. We wanted to
make him happy if that were possible
Both,
our general sales manager, and I, spent several days searching the top three
online dealer communities to find a matching vehicle of ***’s specifications
from a dealer willing to sell to another dealer, but we were not successful
within ***’s allotted time. To be clear, we did find *** Sport
Wagens available but none of them matched ***’s specified colors, equipment
and/or price limitPlease note that our offer to buy a vehicle for *** did
not include our purchase at an unlimited price. Also please note that
some dealers are not inclined to sell highly desirable vehicles to other
dealers. Additionally, please add to ***’s statement that our
alternative offer of “…a model and spend about $more!” was not
for a pre-owned vehicle, but rather was for a brand new vehicle and a model
year newer than his, which makes his statement more accurate and
understandable.
For
comparison purposes, the price of a new *** *** Sport Wagen is nearly
$higher than the price of a comparably equipped new *** *** Sedan.
Keeping that $higher price in mind and comparing it to ***’s price
limit of $20,for a Sport Wagen, which is actually $LESS than the Sedan
model he purchased, we must conclude that ***’s expectation was not realistic.
For additional comparison purposes, it is also important to consider that the
cost and value of a Volkswagen Certified Pre-owned vehicle, such as we offer,
is several hundred dollars more than a non-factory CPO vehicle
Nonetheless,
the most significant detail in this matter is that *** presented us with a
financial offer to settle this matter and for the sole reason of making him
happy, we accepted it. In our opinion, because he again had another
change of mind after the matter was already settled to his satisfaction, does
not provide a valid reason to warrant an additional financial adjustment.
Thank you for allowing us to provide this additional information. Should
you have any further questions or need any additional information, please don’t
hesitate to contact me
Very
truly yours,
*** Young
Pre-owned
Sales Manager

06/02/
Revdex.com Complaint regarding *** ***
Complaint: ID # *** Guaranty/Warranty Issue
We reviewed all the documentation and history concerning the *** ***
complaint and here are our findings:
1) *** *** purchased the vehicle on 07/23/
as *** Certified
vehicle which carries a month or 12,mile comprehensive warranty from the
purchase date along with a seven year or 100,mile powertrain warranty from
the vehicle manufacturer's original in-service date which was 12-19-2007.
2) *** *** was offered at the time of sale/ delivery a
"wraparound" service contract which would provide her with more
comprehensive coverage around the existing year or 100,mile powertrain
ONLY warrantyRefer to page of of the service contract under “SERVICE
CONTRACT PERIOD” which states the following; SERVICE CONTRACT PERIOD: Coverage under this Service Contract begins of
the “Purchase Date” shown on the front of this Service Contract. Plan
expiration is measured according to the Term of Mileage of the plan selected
from the Manufacturer’s Original In-Service Date and miles (not the “Purchase
Date” and “Current Odometer Reading”), whichever occurs first. If no In-Service Date or the incorrect
In-Service Date is entered on the front of this Service Contract, WE will us
January of YOUR vehicle’s model year to calculate Term expiration
4) *** *** was in on November 17th, for an oil change
and there were no findings or discussion of any type of oil leak
3) *** *** then came in on February 23, for Pastate inspection
and an oil change (LOF) and it was discovered at that time that the vehicle had an oil and coolant
leak around the timing chain cover. The
*** service team researched her warranty policy eligibility at that time to
see if she had coverage to repair the oil/coolant leak, and it was discovered
that her policy had expired on 12/19/based on time and not mileage
5) *** *** had questions about her warranty at
that time and had a phone conversation with the dealership Finance Director,
Dylan M***The conversation ended with both parties seeming to have a
true understanding of her policy and its coverage limits
6) *** *** informed the service department
that she was having the work done by a friend because it was going to be a lot
less expensive to fix
7) Since the policy expired on December 19, 2014,
the repairs were not covered by the policy.
Also, cancellation and refunds are limited to contract policy
dates. If you have any further
questions, do not hesitate to contact me
Thank you,
Ted C***
Young ** ***
General Sales Manager
***@youngcars.net
###-###-####

From: *** ***Date: Wed, Sep 27, at 10:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com they gave me half of the money for the transmission

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: They are not telling the entire storyWhile I admit I did not read all the paperwork, both my wife and I were sitting across the desk from the salesman as he explained the paperworkThere is no chance that both of us heard and understood 14days as a posed to hours! At first I was told by the salesman they could not find me the car I wanted(2nd statement) The sales manager told me later they couldI was told I would get my investment back on any car on the lot(3rd questionable statement) Salesman told me they would give me $back if I bought a model and spent about $more! Sales manager informed me the "investment back was only on the used car lot! Yes I did ask the sales manager to look for a car*** wagon, diesel, not black, red or pink, in the miles range for $range(about 35000miles goes for about $000) with in about miles there were about advertised by both VW and non VW dealers(I bought one from a dealer not miles from Young a few days later)
The sales manager called about a week later with a Black 2011!!!! Finally I do understand they had expenses, As did I and I thought my offer of keep both cars but give me $so I had something was a very fair offer.
I was not out to steal from YoungI have been a Young customer for many yearsIf I was given anything I would have remained a loyal Young customer
Regards,
*** ***

lang="EN">06/02/2015
Revdex.com Complaint regarding [redacted]
Complaint: ID # [redacted] Guaranty/Warranty Issue
We reviewed all the documentation and history concerning the [redacted]
complaint and here are our findings:
1) [redacted] purchased the vehicle on 07/23/2012 as [redacted] Certified
vehicle which carries a 12 month or 12,000 mile comprehensive warranty from the
purchase date along with a seven year or 100,000 mile powertrain warranty from
the vehicle manufacturer's original in-service date which was 12-19-2007. 
2) [redacted] was offered at the time of sale/ delivery a
"wraparound" service contract which would provide her with more
comprehensive coverage around the existing 7 year or 100,000 mile powertrain
ONLY warranty. Refer to page 2 of 10 of the service contract under “SERVICE
CONTRACT PERIOD” which states the following; SERVICE CONTRACT PERIOD: Coverage under this Service Contract begins of
the “Purchase Date” shown on the front of this Service Contract.  Plan
expiration is measured according to the Term of Mileage of the plan selected
from the Manufacturer’s Original In-Service Date and 0 miles (not the “Purchase
Date” and “Current Odometer Reading”), whichever occurs first.  If no In-Service Date or the incorrect
In-Service Date is entered on the front of this Service Contract, WE will us
January 1 of YOUR vehicle’s model year to calculate Term expiration.
4) [redacted] was in on November 17th, 2014 for an oil change
and there were no findings or discussion of any type of oil leak.
3) [redacted] then came in on February 23, 2015 for Pa. state inspection
and an oil change (LOF) and it was discovered at that time that the vehicle had an oil and coolant
leak around the timing chain cover.  The
[redacted] service team researched her warranty policy eligibility at that time to
see if she had coverage to repair the oil/coolant leak, and it was discovered
that her policy had expired on 12/19/2014 based on time and not mileage.
5) [redacted] had questions about her warranty at
that time and had a phone conversation with the dealership Finance Director,
Dylan M[redacted]. The conversation ended with both parties seeming to have a
true understanding of her policy and its coverage limits.
6) [redacted] informed the service department
that she was having the work done by a friend because it was going to be a lot
less expensive to fix.
7) Since the policy expired on December 19, 2014,
the repairs were not covered by the policy. 
Also, cancellation and refunds are limited to contract policy
dates.  If you have any further
questions, do not hesitate to contact me.
Thank you,
Ted C[redacted]
Young [redacted]
General Sales Manager
[redacted]@youngcars.net
###-###-####

26...

March 2014
 
 The Revdex.com
    
     Re: ID [redacted]
 
 
    
Dear [redacted]  ,
 
    I am
responding to **. [redacted] complaint about a 2012 VW [redacted] purchased
from us. **. [redacted] has stated he was not sold on the vehicle he purchased but
we were giving him $3800 for his vehicle. That statement is correct, we would
give him $3800 for his trade against any vehicle he would want to buy, new,
used, sedan or wagon. Never was it stated to **. [redacted] that he had 14 days to
return the vehicle. Our “Risk Free” policy is clearly marked on all vehicles
and is advertised on our website. Our risk free policy is presented in writing
to every customer and is signed by the customer at time of delivery. **. Allan
did sign our risk free disclaimer at time of delivery. He purchased and took delivery
on 2-12-14 and he contacted us to discuss return the vehicle on 2-17-14. We
explained to **. [redacted] that after 48 hours we report the transaction, to the
state and submit the tax, and to the manufacturer to start the warranty on the
vehicle. We had also put his trade in through our service department and had
spent money on repairs and services. We could not just unwind this transaction.
For these reasons our return policy is 48 hours.
    **. Allan
asked us to find him a [redacted] Wagon [redacted] (diesel) model, however he wanted it for
less than the selling price of the sedan he just bought. We tried to find his
requested vehicle but had no luck in finding it. The price he wanted it for,
$20,000.00, made it very difficult. After a few more days **. [redacted] contacted
us stating that he would be happy if you would just by his vehicle back. On
3-15-14 we purchased the vehicle back from him, paying off the loan for a total
of $ 20,136.53.
We were not obligated in any way to buy this vehicle back but we did. We
honored his request to buy the vehicle back, but now that again has had a
change of mind, we must respectfully deny his request for $1500.
Very truly yours,
[redacted]
Pre-owned Sales Manager

September 21, 2017To whom it may concern,The vehicle in question purchased by [redacted] was offered for sale on an AS-Is basis as evidenced by the signed disclosure notice for the sake of clear communication. itemized the information by dates of events.1) On 8/9/2017, the 2011 VW [redacted] went...

through our service department for a mechanical evaluation and a list of items were noted by the technician with recommended services or repairs for the purpose of required disclosures.2) The recommended repair items were disclosed to the customer as evidenced by the customer's signature on top of the quote. (Attached) No mention of any transmission or shifting issues, damage or any defects with the manual transmission are noted.3) It should also be noted by the four (4) attached videos (see enclosed jump drive) (1)where the vehicle is seen being put in reverse by the technician backing off the repair lift in the service department and also (2) when the technician backs the car into a parking spot in the inventory lot. The (3) third video shows the customer, his girlfriend and his mother witnessing the car being backed into a parking space at the end of the test drive. They were witness to the car with the reverse gear working properly dispelling the claim that it was inoperative right from the beginning. The (4) fourth video is another example of the vehicle backing up in reverse.4) After disclosing the recommended repairs, the customer requested we repair four (4) of the items as a condition of the sale listed below.  a) Door latch repair $338.16  b) Head light repair $147.63  c) Wiper blades $12.77  d) Driver's master window switch $85.505) Additionally, the customer made no mention of any transmission issues during the test drive. 6) We originally agreed to a selling price of $8,895.00 but reduced the selling price to $7,887.00 when the customer was unable to come up with the $1000.00 down payment the bank was requiring for the bank approval. And as for his initial $100.00 deposit, it has been refunded this week after going through our accounting department and was not a part of the deal.7) The customer entered into an agreement of sale for the 2011 VW [redacted] with vehicle identification number [redacted] on August 21st 2017 at around 5:30-6:00pm as noted in the complaint. The vehicle was sold AS-ls and the customer signed all the documents to that effect. The signed document is attached.8) The customer called later the same evening prior to the dealership closing and spoke to the Finance Manager stating a concern with reverse in the manual transmission. He was asked to bring the vehicle back in to allow us take a look at it. 9) The vehicle was dropped off Sunday 8/27/2017 and inspected by our service department on Monday 8/28/2017. The vehicle was inspected and there appeared to be no external or linkage issues with the transmission. The customer was contacted and asked for permission to open the transmission to do an internal investigation.10) The customer refused to authorize the "tear down" citing that they did not want to pay for any repairs. Although the vehicle was sold AS-Is, we made a onetime goodwill offer to the customer as follow:  a) if it is determined after opening the transmission that is was a defective part, we will repair it at no cost to the customer.  b) If it is determined that it was due to abuse or driver error as in a damaged or bent part, the customer would be responsible for the repairs. We agreed to allow the customer to bring his own technician along to verify the diagnosis as it was being performed to avoid any issues with the findings.  The customer did not agree to the terms and threatened us with social media bashing, a lawyer and the Revdex.com.11) The customer removed the vehicle from our dealership without allowing us to do any further diagnosis.12) At this point, the offer still stands for us to open the transmission to diagnose the reverse problem with the same conditions in place.Our Service Manager, Tony V[redacted], contacted [redacted] on September 18, 2017 to check the status of the vehicle. [redacted] explained that he took the car to [redacted] transmission shop in Stroudsburg. Tony called the shop and spoke to [redacted]. [redacted] explained that reverse was not operating when the car was brought to him. The exact cause was not discovered since they never opened thetransmission to diagnose what happened. He felt the least cost approach would be to replace the transmission with a used transmission and that is what was done. The charge was $2,600.00 and change.On September 20, Ted C[redacted], our General Sales Manager, contacted [redacted] in an effort to resolve the situation. Since we were not given the authorization to open the transmission to identify the cause of the transmission failure to reverse gear, we offered [redacted] a one-time good will settlement offer of $1,350.00. [redacted] accepted the offer and signed the Release. He was given a check for $1,350.00 on September 20, 2017 resolving the complaint.If you have any further questions, do not hesitate to contact me.Sincerely Yours, Ted C. General Sales Manager

Review: On 02/12/2014 My wife and I went to YOUNG VW. I was looking fro a 2012 VW [redacted] sport wagon. The salesman informed us that he did not have one but he had the standard [redacted]. not what I wanted but we went for a drive. I was not totally sold but the salesman would give me $3800 for my trade in. He ALSO EXPLAINED THE COMPANY RETURN POLLICY's. 30 day return for =value on the lot and This was the big sale 14 days return to void the sail. THIS WAS EXPLAINED TO MY WIFE AND I as we sat across the table from him. I am a pilot so am away fro days at a time and as I was going on a 4 day trip the next day, this was the comfort point.

I returned from my trip not liking the car. I called to salesman to tell him and find out if they had received any sport wagons over the weekend. No, so I would like to return the car. They then informed me that it was a 48 Hour return policy.

I spoke to the used car sales manager."you signed the paperwork, you bought the car, you should have read the fine print ". But the sales man explained the "fine Print".

The sales man the called back to tell me they had a 2013 sport wagon on the lot they would give me $1000 less for the car(new [redacted]) and I would have to come up with an extra $7000.

I then went to the sales manager for the company. I explained and asked for Keep both cars give mw $1500 for my trade in and we both walk away not happy but not totally sold down the river. It was explained to me they had expenses that needed covering, =only $1500 for the trade in.

I was told no. If I wanted to walk away I would walk away with nothing they would keep both cars.

I was the told they could try and fine me a [redacted] Sport wagon(previously they could not). OK 2012 not black or red about 30K miles and about 20 K $.

They came up with an 2011 and black!!!!

At this point I realized I was going to get nowhere with them at all.

I dropped both cars off and walked away with nothing. Loosing my trade in($3800).

How is it possible that they are able to return a car in 2 days but not in 5 !!??

I feel totally lied to and cheated.Desired Settlement: I think its only fair I should get at least $1500 for the trade in.

Business

Response:

26 March 2014

The Revdex.com

Re: ID [redacted]

Dear [redacted] ,

I am

responding to **. [redacted] complaint about a 2012 VW [redacted] purchased

from us. **. [redacted] has stated he was not sold on the vehicle he purchased but

we were giving him $3800 for his vehicle. That statement is correct, we would

give him $3800 for his trade against any vehicle he would want to buy, new,

used, sedan or wagon. Never was it stated to **. [redacted] that he had 14 days to

return the vehicle. Our “Risk Free” policy is clearly marked on all vehicles

and is advertised on our website. Our risk free policy is presented in writing

to every customer and is signed by the customer at time of delivery. **. Allan

did sign our risk free disclaimer at time of delivery. He purchased and took delivery

on 2-12-14 and he contacted us to discuss return the vehicle on 2-17-14. We

explained to **. [redacted] that after 48 hours we report the transaction, to the

state and submit the tax, and to the manufacturer to start the warranty on the

vehicle. We had also put his trade in through our service department and had

spent money on repairs and services. We could not just unwind this transaction.

For these reasons our return policy is 48 hours.

**. Allan

asked us to find him a [redacted] Wagon [redacted] (diesel) model, however he wanted it for

less than the selling price of the sedan he just bought. We tried to find his

requested vehicle but had no luck in finding it. The price he wanted it for,

$20,000.00, made it very difficult. After a few more days **. [redacted] contacted

us stating that he would be happy if you would just by his vehicle back. On

3-15-14 we purchased the vehicle back from him, paying off the loan for a total

of $ 20,136.53.

We were not obligated in any way to buy this vehicle back but we did. We

honored his request to buy the vehicle back, but now that again has had a

change of mind, we must respectfully deny his request for $1500.

Very truly yours,

Pre-owned Sales Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: They are not telling the entire story. While I admit I did not read all the paperwork, both my wife and I were sitting across the desk from the salesman as he explained the paperwork. There is no chance that both of us heard and understood 14days as a posed to 48 hours! At first I was told by the salesman they could not find me the car I wanted(2nd false statement) The sales manager told me later they could. I was told I would get my investment back on any car on the lot(3rd questionable statement) Salesman told me they would give me $19 back if I bought a 2013 model and spent about $5000 more! Sales manager informed me the "investment back was only on the used car lot! Yes I did ask the sales manager to look for a car. 2012 [redacted] wagon, diesel, not black, red or pink, in the 30 0000 miles range for $20 000 range(about 35000miles goes for about $22 000) with in about 100 miles there were about 6 advertised by both VW and non VW dealers. (I bought one from a dealer not 10 miles from Young a few days later)The sales manager called about a week later with a Black 2011!!!! Finally I do understand they had expenses, As did I and I thought my offer of keep both cars but give me $1500 so I had something was a very fair offer.