Muller Subaru Volkswagen

To be clear, Muller Subaru Volkswagen did not purchase the dealership from [redacted] VolkswagenThey went out of business and we purchased their inventories and assetsNo customer dataMy service advisor, Isaiah, initially assisted Mrs [redacted] for the first time on July 11th of She came in for a check engine light and annual maintenance serviceWhen we generate repair orders, our system has no way of knowing if that customer has 3rd party extended warranty unless it's brought to our attention by the customerShe signed off on the work authorization mentioned above and she never mentioned anything about her having extended warranty at that timeOnce the vehicle was diagnosed, Isaiah called Mrs [redacted] and explain the problems that we found and we gave her the estimate on the repairShe authorized all recommended repairs and maintenance items that was due and she still did not mentioned any extended warranty informationVehicle repair was completed days later and we called Mrs [redacted] to let her know that vehicle was ready for the pick upAfter her pick up, Mrs [redacted] did not reach out to till approximately a year later about her extended warranty coverageAt that point, we pulled hard copies of the paper works that we had and non where it mentioned anything regards to active extended warranty at that timeIsaiah called her back and directed her to call the extended warranty company to see if they can reimburse her directly for the repairsUnfortunately, they declined her claim and she wanted us to reimburse her for the repair because it was our fault that we did not claim this under her extended warranty coverageMost of all dealerships really do not care who pays for the repair and when we are aware that our customers are carrying extended warranty, we always claim much as we can in our customers behalf so it does not cost any to our customersWe have offered her $store service credit as goodwill but she declined that as well because she was moving out of stateWe would love to help her much as we can but our dealership can not be responsible for something that we have no control over withLet us know if there is anything else you need from usThank you

To be clear, Muller Subaru Volkswagen did not purchase the dealership from [redacted] Volkswagen. They went out of business and we purchased their inventories and assets. No customer data. My service advisor, Isaiah, initially assisted Mrs. [redacted] for the first time on July 11th of 2017....

She came in for a check engine light and annual maintenance service. When we generate repair orders, our system has no way of knowing if that customer has 3rd party extended warranty unless it's brought to our attention by the customer. She signed off on the work authorization mentioned above and she never mentioned anything about her having extended warranty at that time. Once the vehicle was diagnosed, Isaiah called Mrs. [redacted] and explain the problems that we found and we gave her the estimate on the repair. She authorized all recommended repairs and maintenance items that was due and she still did not mentioned any extended warranty information. Vehicle repair was completed 4 days later and we called Mrs. [redacted] to let her know that vehicle was ready for the pick up. After her pick up, Mrs. [redacted] did not reach out to till approximately a year later about her extended warranty coverage. At that point, we pulled hard copies of the paper works that we had and non where it mentioned anything regards to active extended warranty at that time. Isaiah called her back and directed her to call the extended warranty company to see if they can reimburse her directly for the repairs. Unfortunately, they declined her claim and she wanted us to reimburse her for the repair because it was our fault that we did not claim this under her extended warranty coverage. Most of all dealerships really do not care who pays for the repair and when we are aware that our customers are carrying extended warranty, we always claim much as we can in our customers behalf so it does not cost any to our customers. We have offered her $622 store service credit as goodwill but she declined that as well because she was moving out of state. We would love to help her much as we can but our dealership can not be responsible for something that we have no control over with. Let us know if there is anything else you need from us. Thank you.