Hilliards Heating and Plumbing

July 9, 2015In Response to the Complaint from Mrs***We have resolved the issue with Mrs***We have honored the purchase price of $14,as requestedAdditionally, we have re-assigned her loan with *** ***We have complied to all of Mrs***’s requests and consider this matter
closed.Sincerely,*** ***Customer Relations Manager*** Volkswagen / Subaru / Mazda*** ***

This is in response to the open complaint by Ms***,
The Lifetime Oil Change Program was given to customers who purchased a service contractIt was intended to give free oil changes as part any regular service interval for the duration of the service contract. Ms
*** would of received a “We Owe” stating they had the programThe program ceased as soon as the Dealership went under new ownership. However, Ms*** was still provided complimentary oil changes in an effort to maintain the relationship
Additionally, Ms. *** has disqualified herself on both qualifiersThe contract has expired, AND she has not done any maintenance or recommended services with us since she purchased the vehicle. Ms*** has received numerous oil changes outside of the program and we will no longer be providing oil changes free of charge to Ms***There will be no refund coming to Ms*** as the cost of oil changes she has received outside of the program has been significant
If there is anything more you require from me, please let me know
Sincerely,
Gema P***
Customer Relations Manager
Camelback Volkswagen / Subaru / Mazda
###-###-#### X
***@vtaig.com

Revdex.com:
I have reviewed the response 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
On May 6, 2015, I brought my *** into Camelback VWI had just replaced the battery in my *** and a month later I was having issues with starting my ***When I dropped off my ***, the check engine light was on as my car was not starting properly which triggered my *** to turn on its engine light***, my service advisor, at Camelback called later that day to report that the tech found a really expensive part ($1500.00) to replace on my Pass at. *** stated that this expensive repair was the cause of my battery being deadI asked *** if this is the problem with my *** ongoing battery issueHe stated that it wasMy *** was also due for its factory recommended tuservice so I asked *** to have that performed as well.When I picked up my *** on May 12, 2015, I left the dealership and noticed that my *** was idling really roughAt a traffic light near the dealership, my *** turned off, which in 14 years has never done thatI proceeded to drive back to the dealership and also noticed that there was a loss of power upon accelerating which is also something I have never experienced with my ***I then took my *** back to the dealership to address these new concerns. ***, my service advisor, advised me that it could need a new fuel pump. I picked up my *** again on May 16, 2015, and was informed that the sender needed to be replacedI also noticed that my *** was still running rough and that there were scratches on the 3M coating on my hoodI called the service manager immediately and *** stated that he would take care of it. I brought my *** back to the dealership on May , My *** also had turned its check engine light onThis was caused by the expensive repair that I mentioned above, that needed to be replaced again.On May 29, 2015, I picked up my *** again and noticed that it was still idling rough and that the scratches on the 3M coating on the hood were not taken care of as ***, the service manager, had promisedI also noticed when I returned home that my front alloy wheel had a chip in it, the antenna housing was broken and that there is a chip on the hood that was now peelingI called Camelback VW immediately and was informed that *** was too busy and that I would have to come back next weekI also called the service manager, ***, and left him a message detailing the above mentioned issuesTo date, I have not had a response from ***.On June 8,2015, I took my *** to *** *** *** for an estimate on the damage done to my *** at Camelback VWThe total damage comes to a total of $1711.55. On June 10, 2015, I had to call *** as my battery was dead. On June 11, 2015, with no response from Camelback VW, I called *** ** *** to put in a dispute on the charges that I incurred at Camelback VWAs part of the dispute, I needed a second opinion regarding the issue with my ongoing battery problem.On June 23, 2015, I had to call *** again as my battery was dead again and this time it needed to be replacedAs I stated above my battery related issues were "fixed" by Camelback with their expensive repair which was not the caseOn July 9, 2015, I had to call *** again as my battery was deadI proceeded to take my car to *** ** on July 10, 2015, to access this ongoing issue with my new batteryI received a call that evening stating that my *** battery was deadI had to call *** again and have my battery replaced for a second time while at the service department*** ** found that my radio has an issue in which it runs continuously even when the car was turned off which in tum caused the battery to drainI am confused as to why I paid Camelback VW for an expensive repair when in actuality it was a malfunction with the radio which was causing the continued issues with the *** batteriesIt appears that the repairs done by Camelback VW were the reason that my car was having issues with idling roughly. I do not know why I had to pay Camelback VW $to have my *** returned to me in this conditionI am also sickened by the unnecessary damage caused to my *** by Camelback VWThis is why a I am requesting a full refund for the "repair" and well as compensation for the damages
Regards,
*** ***

Ms***, We do apologize for any inconvenience this contact has causedI have personally updated your records with our company to ensure our sales department does not contact youI have also informed the sales managers and other management of your requestI have attached copies of
your internal records showing your Do Not Contact StatusSincerely,Denise F* Controller***

Revdex.com:
I have reviewed the response 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
Regards,
*** ***

July 10, 2015In Response to the Complaint from *** ***Our dealership makes customer service a high priorityAdditionally, we ensure due diligence is done with any and all repairsWe performed the necessary repairs to *** ***’s vehicle, which is years old and has 165,miles on it, and
no damage was done to her vehicle. Our Service Manager, Customer Relations Manager as well as our Fixed Operations Director have all reached out to *** *** in an effort to clarify any concerns*** *** has not returned any of our phone calls. We believe this matter is closed as the customer had refused to communicate with us. Sincerely, *** ***Customer Relations ManagerCamelback Volkswagen / Subaru / Mazda*** ***

In response to complaint #***. Although we are no longer honoring the program for "Free Oil Changes", because MrAnd Mrs*** are a VIP customer we will continue the program for them for the duration of their ownershipMrand Mrs*** will have to continue to maintain the vehicle per specifications to continue with the program. If you have any further questions, please reach out to me. Thank you, Gema P***Customer Relations Manager***@***###-###-#### X***

July 22, 2015In Response to the Rebutal from *** ***We at Camelback Volkswagen, stand by our diagnosis of *** ***’s vehicle at the time of repair*** *** agreed and authorized the repairs performed during her visits with Camelback VolkswagenUnfortunately, due to age and mileage of her vehicle, there can be many unforeseen failures that we cannot be held responsible or liable for. We have made attempts to resolve the matter amicably with *** ***At this time, we have decided it is in our best interest to part ways with *** *** as a customer. Sincerely,*** ***Customer Relations ManagerCamelback Volkswagen / Subaru / Mazda*** ***

September 17, 2015In Response to the Complaint from Mrs***Our dealership makes customer service a high priorityAdditionally, we make every effort to get our customers the best deal possibleWe are very transparent and communicative with our customer to make sure they are comfortable and are
provided a full explanation of the paperwork.1) Any internet pricing discounts include the applicable rebates Ms*** received the $2,incentives that were available at the time of purchase These included $1,VCI Customer Bonus; plus $1,VW Model Year End Sales Event Bonus; plus $Labor Day Customer Bonus.2) Ms*** was given an additional $2,discount by over-allowing for her trade in vehicle; aToyota Prius Ms*** was offered $13,500; and was shown $15,for this vehicle.3) 0% Financing is not available on this vehicle for months financing At no time with the business manager did Ms*** question the rate or term.4) Ms*** initially offered the information that the payoff on her trade in was approximately$11,The actual payoff is $20,This negative equity is solely the responsibility of the customer; not the dealership.5) Customer was offered the opportunity to purchase both the extended service contract and GAPinsurance at the time of purchase; and declined both.6) Ms*** was engaged with the business manager for more than minutes; and at no time expressed any concerns about the negotiated pricing; interest rate and term; trade value; or any other aspect of the transaction All transactions are video and audio tape recorded; to confirm that all proper disclosures are made; and any and all customer concerns are addressed before final purchase documents are completed.7) It is less than reasonable that Ms*** expect the dealership to re-negotiate a transaction that was made in good faith It is disingenuous for her to suggest that she was the victim of “high pressured sales” She was in the dealership for more than hours (from approximately until 2); working with a young, inexperienced sales associate She listed her career as a Physician’s Assistant, and is therefore a highly educated professional She certainly was under no obligation to continue to negotiate; agree to final terms; and then take delivery of her vehicle.8) Ms*** by her own admission, did “her research” after agreeing to terms and taking delivery.Ms*** submitted an Edmunds.com inquiry three days after purchasing and taking deliveryIronically, based on the “True Market Value” that was outlined in this inquiry; she received pricing lower than this particular offer, yet she still would like to renegotiate She originally submitted an inquiry to the dealership, through VW on 9/3/ She was involved in an email exchange over the next few days before scheduling an appointment to come to the dealershipAs Ms*** had originally provided a non-working number; it was she that contacted the dealership to schedule this appointment This was not a spontaneous purchase for Ms***; so, again, suggesting that “high pressure sales” tactics were involved is less than reasonable.9) Ms*** did actually speak with Andrew D***, the VW Sales Director, on September 6, Her only concerns at the time was her trade value; which MrD*** reviewed with herAgain, it is unreasonable to expect the dealership to revisit and renegotiate a transaction; simply because the customer is threatening to use the Revdex.com and social media as a threat and a weapon.10) The dealership will vehemently defend any derogatory, libelous or defaming statements made on any and all social media sites Ms*** purchased the vehicle at a fair price; received a fair price for her trade in; and was assisted in securing highly competitive financing terms.11) As an offer of Goodwill, the dealership will provide a GAP policy, with a Retail value of $795.00to Ms *** No other renegotiations will be entertainedIf you require anything else, please feel free to contact meSincerely,Gema P***Customer Relations ManagerCamelback Volkswagen / Subaru / Mazda###-###-#### ***

September 8, 2015In Response to the Complaint from [redacted] We have resolved the issue with [redacted] and he is completely satisfied. Customer purchased a new Volkswagen and the auto loan was approved. We consider this matter closed.Sincerely, [redacted]...

[redacted]
[redacted]

[redacted] has the right to cancel her Extended Service Contract, when a customer requests a cancellation they are provided the attached cancellation form and odometer reading. Once we receive the completed documents we will proceed with the warranty cancellation and if there is an active loan the...

cancellation amount needs to be sent to the loan provider. The practice that [redacted] is describing it not our normal business practice. [redacted] can contact myself to return the completed documents at [redacted].Sincerely, Denise F[redacted]Controller

Mr. [redacted] has been removed from all of our records. We apologize for any inconvenience or distress this has caused him, that is certainly not our intention. I will be sending him a gift card as a token of appreciation for his patience and understanding.   Best Regards, Gema P[redacted]Customer Relations Manager602-265-6600 X1003

Good evening, The customer came to our dealership and spoke with one of our Finance Managers who was able to address the concern. According to the Finance Manager, the matter is considered closed. Please let me know if you require anything else. Thank you, Gema L. P[redacted]

I spoke with [redacted]s this morning and they did explain that the coverage is 6 years/100,000 miles from the original Subaru limited Warranty Start date which was 7/26/2010. Camelback Subaru did not cancel the contract the contract it actually expired on 7/26/2016 based on...

the original Subaru limited warranty start date of 7/26/2016. I have attached a copy of the service agreement application and a print out from Subaru showing the details of contract. The Subaru Limited Warranty Start Date was incorrectly listed on the contract. The contract was in force from the date of purchase 7/28/2012 through it's expiration 7/26/2016 and therefore no refund is due. I do apologize that Mr. [redacted] did not return your call, I did have to find your file in storage in order to obtain the original copy and Mr. [redacted] does not have access to the storage facility. Also the Peoria Subaru dealership should have been able to explain the terms of the Service Contract and look up the original Subaru limited warranty start date. Please let me know if you have further questions.Sincerely, Denise F[redacted]Controller

[redacted], I did investigate and was not given the proper information regarding your cancellation and do apologize. I was give the letter that was sent to Subaru by Jorge to cancel the warranty and unfortunately the letter is not dated. We did process the cancellation on September 21st when it was received in our office. The service contract cancellation was finalized by Subaru and we have received the cancellation funds from Subaru (it does take 4 to 6 weeks once the form is received by Subaru to process the cancellation and send the refund to the dealer). Today we are issuing a check to your Lienholder Santander Consumer USA Inc. in the amount of $2000.00 our check number [redacted]. This will be sent via Federal Express to Santander Consumer USA Inc with an expected arrival of Monday October24th. You may contact Santander to find out what options are available on how the payment is applied to your account. Sincerely, Denise F[redacted] Controller Tell us why here...

My wife [redacted] and I purchased the vehicle.  The VIN is [redacted]

[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 [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Please see the attached document provided by Ms. Regina H[redacted] which explains in detail the circumstances regarding Ms. [redacted] purchase. Thank you,Denise F[redacted]Controller[redacted]

I find the response to be both inadequate and factually incorrect. The Telephone Consumer Protection Act clearly states that "A company with which a consumer has an established business relationship may call for up to 18 months after the consumer’s last purchase or last delivery, or last payment, unless the consumer asks the company not to call again. In that case, the company must honor the request not to call. If the company calls again, it may be subject to a fine of up to $16,000." My last purchase with the company was May 2012, well outside the 18 month window that gives you "permissible purpose to reach out to him with offers that may pertain to him." In addition, each time the company has called, I requested them not to call again, yet I have continued to receive calls, the 6 I have documentation of occurred on 7/24/2015, 9/24/2015, 11/24/2015, 1/24/2016 (when I filed the original complaint, and received assurance from Gema it would not happen again), 3/24/2016 (where Gema this time made SURE I was placed on their do not call list), and again on 5/24/2016 when I filed this second complaint.

I have left messages for Mr. [redacted]. We would like to invite him to set an appointment for a mutually convenient time, so we can go over his concerns and address them from there. He can reach out to me directly.