Priority Volkswagen

There were several emails back and forth with the client over this partThey were aware that the other failed part could not be seen until we removed the first failed partThe customer also knew they were in a rental vehicle and were free to bring it back at anytimeWe tried expediting the part from the manufacturer but they did not have an ETA on the partI certainly understand the customers frustrations however we do not have a loaner car policy that includes all of our customersWe do have a loaner car policy for the customers that are still under factory warrantyI do believe we gave him our discounted rental rate of a dayIf this was not the case and we charged him more than that we will certainly refund him the differenceI wish we were able to diagnose both parts at the same time but we were not able to do soIt is our position that we were at the mercy of the company that manufactures the part and did everything we could to get the delayed part as quickly as possible [redacted] ***

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Here is the cancellation form I filled out but the dealer refused to sign it so I never got their signature on itIt was sent to them several times from the warranty company

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] I received the check yesterdayThank you for helping!!! [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Just updating you to let you know I still have not received the check due to meThank you for clearing this up [redacted] *** [redacted] [redacted]

Revdex.com spoke with Mr [redacted] a check was written for the customer was was sent out late Friday afternoon or will be sent in the mail this afternoon

Tell us why hereI do see that *** did in fact purchase an extended warranty and gap insuranceShe is correct that she paid for the warranty and she paid for gap insuranceI will be more than happy to help facilitate her refundI would also like to apologize for any
inconvenience this has causedIf Mrs*** could send me her copies of the cancellation forms so I can see the date and mileage that is on her cancellation formsI will make sure she gets every prorated dollar she is owedI would also like to apologize if she thought I was being rudeIt was my day off and I was not dressed per our company guidelines to conduct business that dayI did not think I was being rude I was just explaining the company policyI understand she was upsetUnfortunately I was unable to help at that timeI was also told that she was coming to see me the next day and I have not heard from her until I received this noticeI will further look into this and find out why we quoted her such a low prorated dollar amountPlease have her email me her cancellation forms with the odometer statement of the vehicle so we can confirm mileage
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Dear *** ***
I saw the one response that they offered, that I could go in and talk about this with them. I have tried, multiple times, to speak to *** ***, manager at that facility, *** ***, area manager over that facility as well as *** ***, *** of Priority dealerships. The only response I received in trying to talk to *** *** was from Ms*** who simply shoved me back to the offending dealership I also noted something there that was from *** ***. Ms*** is initially the one that told me that insurance would cover my loss, the snow packing under my vehicle, between the bottom of my vehicle and the under body cover, but they did not in fact cover this as they could only define driving over the snow as a collisionAny cost associated with that repair came out of my pocket I was told at the dealership, by Mr***, the salesman, that the car was being used as a demo. Then, just recently, I found out via that initial response from that dealership, they do not have demo's. I can only on what I was told. not like I work there and know their policies So, I was offered days to give supporting documentation to which, days later it was apparently rescinded by the Revdex.com as I got notice that it was now closed. (It was then I noted something from *** ***) Ms***, though nice, apparently has mislead you somehow. I paid for and have receipt that the under panel on the drivers side only, was repaired. I found out after that point that it was only half done and not complete on that half. I inquired then why I was not told that it was only for half the car and why, when all the panel was messed up, also, all parts NOT supplied on the one side. I was told the mechanic that worked on it was no longer employed for reasons as such, I am guessing not being thorough in his job I have the receipt where it shows the insurance was to pay, however, my bank statement shows the amount coming out of my checking account. I have the receipt from *** *** where they, not Priority, found the trash between tire and wheel (bead area of tire) As I tried to convey on my limited space allocated on your web site, I did not have enough room for all the details. I'll ask you, since Priority has presented you with supporting documents (still curious about that mind you...they have nothing that supports they fixed anything that I have complained about here, at least not without monetary gain) how they changed all tires, and the *** shows this, gave the car an alignment, yet there was dirt/leaves in the bead of the tire? How the underneath of the car, still half done, being qualified as "Certified Pre-Owned" can go through so many inspections yet have this damage to the underside of the car. Simply put, I will admit I did not complete due-diligence by having a private mechanic inspect the vehicle due to the fact Iwas not dealing with a mom & pop type dealership or private sale...that was for sure my mistake. I now know that even the large dealerships practice deceit I would greatly appreciate if you would share with me this "supporting documentation." Again, they argued in their only response that I saw, that I had already complained previously. That simply is an untrue statement. They have made absolutely NO effort to correct these problemsNONE Please let me know what documentation they have supplied. I was not made privy to this before.*** are some of my documents. If you'd like, I can forward emails that I exchanged with Ms*** *** in a zip file are the statement my account where the amount came out of the account, the statement from Priority that says insurance will pay (that was incorrect, I had to pay), the *** *** from Priority that shows they changed all tires and aligned vehicle, the invoice from *** *** where I finally had the leaking tire problem corrected I fixed, accidentally, the little blinker light, passenger front, by accidentNo documentation, but if we were to remove the bulb, you'd find my fingerprints on the bulb since I took it out and re-installed. The windshield has since been replaced and the hood painted. The windshield suffered another rock hit so I had it replaced. Priority felt the inclination to paint the hood of the car since the clear coat came peeling off. They did not charge for this nor did I ask them not to. I wanted Volkswagen to pay for it. A model losing clear coat in 2013? Not the fault of Priority, however, one thing does not make the other better. As I stated, had I known the vehicle went ditch diving, I would not have paid as much for it. If at all. I purchased the vehicle for my wife. I would not buy a vehicle that has been wrecked without some solid reasoning. They cannot account for how dirt/leaves/small sticks got between into the bead of the tire since they had them all changed. Unless they know how to change a tire without changing a tire. The cigarette burn was professionally done, albeit poorly. They did not disclose this information either. They offered up to me that the previous owner had it done. Seems unlikely. Very unlikely. However, unless we talk to her, no way to know. ***, the salesman, claimed he personally knew this woman. That also is a lie. My wife is witness to that statement from him Thank you for your time in this. If you cannot help, great. I know the Revdex.com has no actual power. I know the function they have. What I would like to see happen is that I am refunded what I paid to have fixed and then they need to finish the job, in other words, finish replacing what I already paid for and then fix the other side IF you cannot do anything else, at least the complaint will be registered so that maybe, MAYBE, others will be aware of the bad dealership practice they have. This vehicle was taken into a ditch and not reported. That is a failure to disclose and also illegal. What I offer for proof is not so much so that I could have prosecuted criminally, but maybe civilly.
Thanks you for your time *** ***

Revdex.com spoke with *** from the company and he stated that he would like the consumer to contact him at *** or on his cell at *** to take about reimbursement for gas

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I spoke to Mr***, along with *** *** on more than one occasion. I am not sure what the "offer" was other than to visit the dealership. The "offer" it seems, is for me to come by anytime...what would be the point of coming by. *** *** is aware of the problem as I, along with him, my wife and someone else from that dealership had the car on a lift, and the damages were noted. What is the reasoning for coming by? To chat? I can chat on the phone. I now preside in VaBeach and I am no less than miles away from that shop. Again, I am wanting to knwo what reason there is to "come by except on Thursdays"
Regards,
*** ***

I received this complaint and I have taken care of *** ***'s concerns. We were able to come to an agreement and trade in her Audi convertible for a brand new *** ***. She stated that she will update the Revdex.com that her concerns have been
resolved.
Thank you,
Chad K***
General Manager
Priority Volkswagen

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.To their comment that I made this complaint before, it is completely not true. I have not complained to the Revdex.com previously about this. Going further, it is obvious they do not know what they are referring to. Nothing on their part was/has been done to rectify my situation. I have emails that I wrote to *** *** trying to get in touch with the *** of Priority about this, no resolve there. I have spoken to Kenny Dunn about this and nothing was ever done (other than the repair I had completed by Priority to the protective covering under my vehicle which I PAID FOR) and I also spoke with *** ***, manager of the area in Richmond about this. He was supposed to contact the previous *** about this to see if they smoked (burn in ceiling that was repaired in a poor manner) and never got any other response back. These people continuously say they will look into something but never do. I should have filed the complaint sooner but have been very busy for the past several months. (over a year actually) *** *** actually had an accusatory manner when I told him the transgression of events. As to demo's or not. I simply related what I was told by these obvious liars. They told me that the vehicle I purchased had been driven as a demo by employees. I cannot attest to the fact of whether or not they allow their sales people to use demos. I can only relay what I was told
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Dear *** *** I saw the one response that they offered, that I could go in and talk about this with them. I have tried, multiple times, to speak to *** ***, manager at that facility, *** ***, area manager over that facility as well as *** ***, *** of Priority dealerships. The only response I received in trying to talk to *** *** was from Ms*** who simply shoved me back to the offending dealership. I also noted something there that was from *** ***. Ms*** is initially the one that told me that insurance would cover my loss, the snow packing under my vehicle, between the bottom of my vehicle and the under body cover, but they did not in fact cover this as they could only define driving over the snow as a collisionAny cost associated with that repair came out of my pocket. I was told at the dealership, by Mr***, the salesman, that the car was being used as a demo. Then, just recently, I found out via that initial response from that dealership, they do not have demo's. I can only on what I was told. not like I work there and know their policies. So, I was offered days to give supporting documentation to which, days later it was apparently rescinded by the Revdex.com as I got notice that it was now closed. (It was then I noted something from *** ***). Ms***, though nice, apparently has mislead you somehow. I paid for and have receipt that the under panel on the drivers side only, was repaired. I found out after that point that it was only half done and not complete on that half. I inquired then why I was not told that it was only for half the car and why, when all the panel was messed up, also, all parts NOT supplied on the one side. I was told the mechanic that worked on it was no longer employed for reasons as such, I am guessing not being thorough in his job. I have the receipt where it shows the insurance was to pay, however, my bank statement shows the amount coming out of my checking account. I have the receipt from *** *** where they, not Priority, found the trash between tire and wheel (bead area of tire). As I tried to convey on my limited space allocated on your web site, I did not have enough room for all the details. I'll ask you, since Priority has presented you with supporting documents (still curious about that mind you...they have nothing that supports they fixed anything that I have complained about here, at least not without monetary gain) how they changed all tires, and the *** shows this, gave the car an alignment, yet there was dirt/leaves in the bead of the tire? How the underneath of the car, still half done, being qualified as "Certified Pre-Owned" can go through so many inspections yet have this damage to the underside of the car. Simply put, I will admit I did not complete due-diligence by having a private mechanic inspect the vehicle due to the fact Iwas not dealing with a mom & pop type dealership or private sale...that was for sure my mistake. I now know that even the large dealerships practice deceit. I would greatly appreciate if you would share with me this "supporting documentation." Again, they argued in their only response that I saw, that I had already complained previously. That simply is an untrue statement. They have made absolutely NO effort to correct these problemsNONE. Please let me know what documentation they have supplied. I was not made privy to this before.*** are some of my documents. If you'd like, I can forward emails that I exchanged with Ms***. *** in a zip file are the statement my account where the amount came out of the account, the statement from Priority that says insurance will pay (that was incorrect, I had to pay), the *** *** from Priority that shows they changed all tires and aligned vehicle, the invoice from *** *** where I finally had the leaking tire problem corrected. I fixed, accidentally, the little blinker light, passenger front, by accidentNo documentation, but if we were to remove the bulb, you'd find my fingerprints on the bulb since I took it out and re-installed. The windshield has since been replaced and the hood painted. The windshield suffered another rock hit so I had it replaced. Priority felt the inclination to paint the hood of the car since the clear coat came peeling off. They did not charge for this nor did I ask them not to. I wanted Volkswagen to pay for it. A model losing clear coat in 2013? Not the fault of Priority, however, one thing does not make the other better. As I stated, had I known the vehicle went ditch diving, I would not have paid as much for it. If at all. I purchased the vehicle for my wife. I would not buy a vehicle that has been wrecked without some solid reasoning. They cannot account for how dirt/leaves/small sticks got between into the bead of the tire since they had them all changed. Unless they know how to change a tire without changing a tire. The cigarette burn was professionally done, albeit poorly. They did not disclose this information either. They offered up to me that the previous owner had it done. Seems unlikely. Very unlikely. However, unless we talk to her, no way to know. ***, the salesman, claimed he personally knew this woman. That also is a lie. My wife is witness to that statement from him. Thank you for your time in this. If you cannot help, great. I know the Revdex.com has no actual power. I know the function they have. What I would like to see happen is that I am refunded what I paid to have fixed and then they need to finish the job, in other words, finish replacing what I already paid for and then fix the other side. IF you cannot do anything else, at least the complaint will be registered so that maybe, MAYBE, others will be aware of the bad dealership practice they have. This vehicle was taken into a ditch and not reported. That is a failure to disclose and also illegal. What I offer for proof is not so much so that I could have prosecuted criminally, but maybe civilly. Thanks you for your time. *** ***

I received this complaint and I have taken care of [redacted]'s concerns.  We were able to come to an agreement and trade in her Audi convertible for a brand new 2017 [redacted].  She stated that she will update the Revdex.com that her concerns have been resolved. Thank...

you, Chad K[redacted]General ManagerPriority Volkswagen

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
I received the check yesterday. Thank you for helping!!!
[redacted]

There were several emails back and forth with the client over this part. They were aware that the other failed part could not be seen until we removed the first failed part. The customer also knew they were in a rental vehicle and were free to bring it back at anytime. We tried expediting the part...

from the manufacturer but they did not have an ETA on the part. I certainly understand the customers frustrations however we do not have a loaner car policy that includes all of our customers. We do have a loaner car policy for the customers that are still under factory warranty. I do believe we gave him our discounted rental rate of 25.00 a day. If this was not the case and we charged him more than that we will certainly refund him the difference. I wish we were able to diagnose both parts at the same time but we were not able to do so. It is our position that we were at the mercy of the company that manufactures the part and did everything we could to get the delayed part as quickly as possible.
[redacted]

I spoke with [redacted] from the business. he said that the company that did this loan required a valid drivers licence over a photo ID, this customer said he was taking a class to get that but he only got a learners permit. That made the loan void. The customer was returned his money and the business...

has the vehicle.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
I received the check yesterday. Thank you for helping!!![redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] Here is the cancellation form I filled out but the dealer refused to sign it so I never got their signature on it. It was sent to them several times from the warranty company.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Here is the cancellation form I filled out but the dealer refused to sign it so I never got their signature on it. It was sent to them several times from the warranty company.