March The Revdex.com Re: ID [redacted] Dear [redacted] , I am responding to ** [redacted] complaint about a VW [redacted] purchased from us** [redacted] has stated he was not sold on the vehicle he purchased but we were giving him $for his vehicleThat statement is correct, we would give him $for his trade against any vehicle he would want to buy, new, used, sedan or wagonNever was it stated to ** [redacted] that he had days to return the vehicleOur “Risk Free” policy is clearly marked on all vehicles and is advertised on our websiteOur 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 deliveryHe purchased and took delivery on 2-12-and he contacted us to discuss return the vehicle on 2-17-We explained to ** [redacted] that after hours we report the transaction, to the state and submit the tax, and to the manufacturer to start the warranty on the vehicleWe had also put his trade in through our service department and had spent money on repairs and servicesWe could not just unwind this transaction For these reasons our return policy is 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 boughtWe tried to find his requested vehicle but had no luck in finding itThe price he wanted it for, $20,000.00, made it very difficultAfter a few more days ** [redacted] contacted us stating that he would be happy if you would just by his vehicle backOn 3-15-we purchased the vehicle back from him, paying off the loan for a total of $ 20, We were not obligated in any way to buy this vehicle back but we didWe 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 $ 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 basis as evidenced by the signed disclosure notice for the sake of clear communicationitemized the information by dates of events.1) On 8/9/2017, the 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 lotThe (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 driveThey were witness to the car with the reverse gear working properly dispelling the claim that it was inoperative right from the beginningThe (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 $ b) Head light repair $ c) Wiper blades $ d) Driver's master window switch $85.505) Additionally, the customer made no mention of any transmission issues during the test drive6) We originally agreed to a selling price of $8,but reduced the selling price to $7,when the customer was unable to come up with the $down payment the bank was requiring for the bank approvalAnd as for his initial $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 VW [redacted] with vehicle identification number [redacted] on August 21st at around 5:30-6:00pm as noted in the complaintThe vehicle was sold and the customer signed all the documents to that effectThe 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 transmissionHe was asked to bring the vehicle back in to allow us take a look at it9) The vehicle was dropped off Sunday 8/27/and inspected by our service department on Monday 8/28/The vehicle was inspected and there appeared to be no external or linkage issues with the transmissionThe 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 repairsAlthough 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 repairsWe 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, to check the status of the vehicle [redacted] explained that he took the car to [redacted] transmission shop in StroudsburgTony called the shop and spoke to *** [redacted] explained that reverse was not operating when the car was brought to himThe exact cause was not discovered since they never opened thetransmission to diagnose what happenedHe felt the least cost approach would be to replace the transmission with a used transmission and that is what was doneThe charge was $2,and change.On September 20, Ted C***, our General Sales Manager, contacted [redacted] in an effort to resolve the situationSince 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, [redacted] accepted the offer and signed the ReleaseHe was given a check for $1,on September 20, resolving the complaint.If you have any further questions, do not hesitate to contact me.Sincerely Yours, Ted CGeneral Sales Manager
March The Revdex.com Re: ID [redacted] Dear [redacted] , I am responding to ** [redacted] complaint about a VW [redacted] purchased from us** [redacted] has stated he was not sold on the vehicle he purchased but we were giving him $for his vehicleThat statement is correct, we would give him $for his trade against any vehicle he would want to buy, new, used, sedan or wagonNever was it stated to ** [redacted] that he had days to return the vehicleOur “Risk Free” policy is clearly marked on all vehicles and is advertised on our websiteOur 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 deliveryHe purchased and took delivery on 2-12-and he contacted us to discuss return the vehicle on 2-17-We explained to ** [redacted] that after hours we report the transaction, to the state and submit the tax, and to the manufacturer to start the warranty on the vehicleWe had also put his trade in through our service department and had spent money on repairs and servicesWe could not just unwind this transaction For these reasons our return policy is 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 boughtWe tried to find his requested vehicle but had no luck in finding itThe price he wanted it for, $20,000.00, made it very difficultAfter a few more days ** [redacted] contacted us stating that he would be happy if you would just by his vehicle backOn 3-15-we purchased the vehicle back from him, paying off the loan for a total of $ 20, We were not obligated in any way to buy this vehicle back but we didWe 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 $ 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 basis as evidenced by the signed disclosure notice for the sake of clear communicationitemized the information by dates of events.1) On 8/9/2017, the 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 lotThe (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 driveThey were witness to the car with the reverse gear working properly dispelling the claim that it was inoperative right from the beginningThe (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 $ b) Head light repair $ c) Wiper blades $ d) Driver's master window switch $85.505) Additionally, the customer made no mention of any transmission issues during the test drive6) We originally agreed to a selling price of $8,but reduced the selling price to $7,when the customer was unable to come up with the $down payment the bank was requiring for the bank approvalAnd as for his initial $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 VW [redacted] with vehicle identification number [redacted] on August 21st at around 5:30-6:00pm as noted in the complaintThe vehicle was sold and the customer signed all the documents to that effectThe 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 transmissionHe was asked to bring the vehicle back in to allow us take a look at it9) The vehicle was dropped off Sunday 8/27/and inspected by our service department on Monday 8/28/The vehicle was inspected and there appeared to be no external or linkage issues with the transmissionThe 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 repairsAlthough 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 repairsWe 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, to check the status of the vehicle [redacted] explained that he took the car to [redacted] transmission shop in StroudsburgTony called the shop and spoke to *** [redacted] explained that reverse was not operating when the car was brought to himThe exact cause was not discovered since they never opened thetransmission to diagnose what happenedHe felt the least cost approach would be to replace the transmission with a used transmission and that is what was doneThe charge was $2,and change.On September 20, Ted C***, our General Sales Manager, contacted [redacted] in an effort to resolve the situationSince 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, [redacted] accepted the offer and signed the ReleaseHe was given a check for $1,on September 20, resolving the complaint.If you have any further questions, do not hesitate to contact me.Sincerely Yours, Ted CGeneral Sales Manager