Priority Volkswagen

Revdex.com spoke with the business. The customer's check came back to the business unable to be delivered. The business got an updated address from the customer and the new check was mailed out the first of this week.

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 me. Thank you for clearing this up.
[redacted] 
[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.
Why they did not tell us from day one that they could put the car back together and have us picked it up? It is very easy for them to transfer their mistakes to the client. We took the car to Priority trusting they will do a good job and advise us on the best way to repair the car, they did not and in top of that they charge us $975 for a loaner. We could write a long letter arguing every point they mentioned but our perception is that they don't care. 
Regards,
[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.

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 me. Thank you for clearing this up.[redacted] 
[redacted]

Tell us why here... This is a complaint that Mr. [redacted] has issued with the Revdex.com before I believe. We have done what we can for Mr. [redacted]. I believe we have met our obligations as a dealer however if Mr. [redacted] would like to come in and discuss this matter further I am more than willing to...

listen and discuss our options. No salespeople are allowed demos and am not aware of anything that Mr. [redacted] has claimed happened in this incident with the salesperson.

Revdex.com spoke with the business. This customer did not qualify for the loan and was unable to find a co-signer to finish the loan. The business had since tried other sources to try and work with the customer but was unable to find a cource that would work with the customer.

Review: car was towed to Priority Volkswagen on 02 /16/16 for failure to start, was told the engine needed replacement .Car repair was not completed for pick up until 06/01/16. Was charged $4711.38. After paying the amount requested, I had to have the auto towed back to Priority Volkswagen on 07/18/16 for a very loud noise. The car was supposedly repaired and I was told to come get it which was not until September 2, 2016. While the manager was bringing the car to me, it began to make a loud noise again and consequently, I had to leave the car again. They still have my auto since that time and have not informed me of anything about the auto. I did speak to the Manager in auto repair regarding my concerns about the difficulty in they were having repairing my car, and that maybe I should look at possibly purchasing another vehicle. He had a salesman to contact me, and he made an offer. When I asked him about compensation for the $4711.38 because my car is still not drivable and in their possession, he simply offered me a trade in for the car and no consideration for the money that I have already paid the company or the 7 months that they have had my vehicle. They did not agree to a loaner vehicle for me to use until July. I am afraid to accept the car at this point because it appears that they may not know how to repair it correctly. So at the present time the salesman is trying to convince me to accept their offer which is $5000.00 for my auto and nothing for compensation of the money I have already paid them for a service not delivered, and they are still in possession of my unrepaired auto. My auto is a 2003 Audi TT Roadster (Quattro) ConvertibleDesired Settlement: I would like a refund of the amount paid for the repair $4711.38 and a monetary amount applied to the cost of the vehicle that we discussed as a possible purchase by me in return for the 7 months that I have been without my auto.

Business

Response:

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

Review: I purchased a [redacted] in February of 2014. Shortly after I needed new tires and I purchased them through the dealership. I did all of my regular maintenance through them. And this is actually the 3rd vehicle purchased from a Priority dealership. A few months late a lot of issues started showing up with the vehicle. The struts, all of the coils...they quoted me around $3,000 to fix. I paid an extra $1695 plus tax for an extended 3 year warranty. I paid $465 a month for this vehicle and could not afford all of this stuff going wRong at once. The service department told me most of it should be covered under the warranty I purchased. They said they had to locate parts and would call me the next day, after they also checked on the warranty. They never called. 2 days later I called them. I talked to service, who told me to talk to finance. Then finance told me to talk to the sales person. Then the sales person told me to come in. So within a couple of days I went in with a friend of mine as my witness. I arrived around 9am. The sales desk said they would look into the warranty. But they ended up trying to convince me to buy a new car or buy an evendor more expensive warranty. Then they said I needed to talk to the service manager who was in a meeting. The [redacted] came in and said he couldn't talk to me because he wasn't dressed to speak to customers. He was very rude. At 445pm, the service manager finally called me in. Long story short, I waited 8 hours for him to say very rude things, and tell me they weren't going to do anything...I left and shortly after traded my car in at a different dealership. Now I am trying to recoup what is left of my warranty and gap insurance, and priority is claiming that I only paid $585 for the warranty so I'm only getting a fraction. The reality is,I paid $1695 plus tax and I need to find out how I can get what is owed. They refuse to fill out the paperwork, and reported I paid $585. I have the contract with what I paidDesired Settlement: I need them to be honest about what I paid for the warranty. The warranty company said I have to go through the dealership because they can only go by what the dealership reported, even though I have all of my paperwork, and I've left several messages for them to call me to correct this error. After proration it should come to more than $1,000. I tried to cancel the warranty in January when this happened, so I only had the vehicle for 11 months out of a 3 year warranty. I am also due money from the gap insurance...around $400. I would like what is owed. I spent 11 years in the Army, my husband has been in for 31 years so far. We are good citizens and I'm just asking for uustice.

Business

Response:

Tell us why here... I do see that [redacted] did in fact purchase an extended warranty and gap insurance. She is correct that she paid 1695.00 for the warranty and she paid 425.00 for gap insurance. I will be more than happy to help facilitate her refund. I would also like to apologize for any inconvenience this has caused. If Mrs. [redacted] could send me her copies of the cancellation forms so I can see the date and mileage that is on her cancellation forms. I will make sure she gets every prorated dollar she is owed. I would also like to apologize if she thought I was being rude. It was my day off and I was not dressed per our company guidelines to conduct business that day. I did not think I was being rude I was just explaining the company policy. I understand she was upset. Unfortunately I was unable to help at that time. I was also told that she was coming to see me the next day and I have not heard from her until I received this notice. I will further look into this and find out why we quoted her such a low prorated dollar amount. Please have her email me her cancellation forms with the odometer statement of the vehicle so we can confirm mileage.

Consumer

Response:

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,

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.

Business

Response:

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.

Consumer

Response:

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,

Just updating you to let you know I still have not received the check due to me. Thank you for clearing this up.[redacted]

Business

Response:

Revdex.com spoke with the business. The customer's check came back to the business unable to be delivered. The business got an updated address from the customer and the new check was mailed out the first of this week.

Consumer

Response:

[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.]

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,

I received the check yesterday. Thank you for helping!!![redacted]

Review: I contacted the dealership on wednesday july 30, 2014 to schedule an appt to get my car serviced. The person that I talked to was named [redacted] he stated that he could fit me in around 11:30 on friday 8/1/14 and that if it was my first time at the dealership that I could come a little earlyso my information could be put in the system. I arrived at the dealership at about 10:53 am. I was told by a person named [redacted] that I was not scheduled for an appt. He tells me that they dont have any openings and their wait room is ovnerflowing with people. He asked who told me to come there and mentioned [redacted]. He then stated he did not know why [redacted] would tell me this and that they were overbooked. he then stated that if they are able to get me in that it would be several hours and he could not give me a definite time. Ithen asked again how could someone tell me to come ata time and Iam not in the system. He proceeds to tell me that he wasnt sure why I was told this but that they were booked. Then another service person was there didnt get his name began to ask me was I sure I was at the right dealership because I hada different car. I then informed him that I knew which dealership I had contacted and that I am able to contact any proprity dealership being that I had made a purchase from a priority owned dealership. I was then told that maybe I should contact one of the other dealerships([redacted]) to see if they had any openings. I became frustrated because I had taken time off of work and driver over 20 miles thinking that I would get my car serviced. I then left the dealership and contacted the nissan dealership. The service person there made several attempts to see if I could be seen but stated that they were backed up as well with customers from the volkswAGEN dealership. I then contacted the service manager of the volkswagen dealership to express my frustration not only for not being in the system but due to the poor customer service from the staff. I had expressed that I had driven far to get there and none of the staff seem to care. I informed him I felt disrespected becasue I was questioned about who I had contacted as if I did not know what dealership I had called. While expressing my frustration to the service manager he asked me what did I expect him to do from the situation. He did not attempt to provide a solution at all. Ithen stated that they state that they focus on customer service and not one person attempted to help me.Desired Settlement: an apology , refund for gas , time and disrespectful ness received from the staff

Business

Response:

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

Review: I bought a Brand New [redacted] and traded in three vehichels on this car . I have been called atleast 30 times since I bought this car because I was sold the car with them knowing I didnt have a valid Drivers Licence .I was told it was not a issuse becuase my girlfriend could put the insurance in her name . I have had this car for almost two months now they have ran my credit atleast 15 times. I am returning the car today because they have caused so many issues with this car they have sold my vehichels that Ive tarded in so I dont want to do a new I want my cash back.Desired Settlement: I would like to keep this car if I can finace it myself with no down payment other wise I will contact my lawyer on this matter .

Business

Response:

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.

Consumer

Response:

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,

Review: I was told by the sales person and the finance department that my sale was final and I was being financed through Volkswagen Credit, I was also told to notify my insurance company that volkswagen credit was the lien holder, I signed all the necessary paper work to find out 3 weeks later that volkswagen credit would not finance me unless I had a co signer. When I first talked with them I clearly stated that I did not have a cosigner and If I couldnt obtain the loan on my own than I didnt want to go through with it, they assured me that the loan had gone through and everything was good. I was allowed to take the vehicle home and drive for three weeks with the intention that I had purchased the vehicle. I returned the vehicle and while there I wasnt treated the way I was when I walked in to purchase a car. The loan officer talked to me and told me to hang tight for a minute and never returned, I went to find him and in doing so I asked him If he was done with me, he stated "you could have been left". I chose to take my business to Priority Volkswagen because of the positive things I had been hearing but after my experience I would not recommend them to anyone.Desired Settlement: To sell cars instead of selling dreams, stop making promises that may not can be kept. This could have been very detrimental to a person who lacked self confidence.

Business

Response:

Revdex.com spoke with the business. This customer did not qualify for the loan and was unable to find a co-signer to finish the loan. The business had since tried other sources to try and work with the customer but was unable to find a cource that would work with the customer.

Review: I purchased a [redacted] from this dealership. A "certified" 2010.

I took it home. Noted right off that the right front tire kept needing air. Took back to dealer. They "looked" at it. Could not find the problem. After 4 weeks of filling the tire up, got tired of thinking maybe it's just the cold air, I took to [redacted] in [redacted], VA. I did not tell them anything other than losing air and needs re-filling weekly.

They called when done. I picked my car up. I inquired the problem...they told me that there was leaves/dirt in the bead of the wheel/tire. oh!

This is funny. Priority in [redacted] replaced all 4 tires when they took the car on trade from someone else, [redacted] shows this. So...I then have to think, they change tires in the woods. Right?

I also notice the right front blinker light, located on passenger side of vehicle, needs to be "thumped" every so often so it will turn back on.

Then we get a snow. The roads are covered in snow: I drove to work, back home and noted, as my wife pointed out, that something was hanging down from bottom of car. It was the plastic shielding that Volkswagen installs on the bottom of [[redacted]]. I pulled a lot of packed snow out so this shield will not hang down. I take back to dealership for repair. As the car is on the lift, I note near the whole underside is damaged.

Then, I noted that there is a cigarette burn on passenger side over the door, that has been repaired, PROFESSIONALLY repaired.

One thing I did not mention is there was a little star chip in front windshield , driver side, and a scrape on the hood, driver side, about 8-10" from windshield.

I FINALLY PUT IT ALL TOGETHER!!

Some sales rep, using the car as demo (told me a demo) got a rock in windshield, swerved, passenger burnt the ceiling, driver went in ditch. In order to keep price of vehicle higher, they did not repair as it would then show in a collision. Lowers value.Desired Settlement: They need to repair the entire underside of my vehicle. I already paid for 1/2 the job (not completed as they had a mechanic that did a half- [redacted] job in the first place and he is now fired)

They need to refund me some of the expense of my purchase.

They did not repair the vehicle knowing it would de-value the price as it would then be a [redacted] service. They hid the problem. After many emails and phone calls, they have ignored the problem.

Business

Response:

Tell us why here... This is a complaint that Mr. [redacted] has issued with the Revdex.com before I believe. We have done what we can for Mr. [redacted]. I believe we have met our obligations as a dealer however if Mr. [redacted] would like to come in and discuss this matter further I am more than willing to listen and discuss our options. No salespeople are allowed demos and am not aware of anything that Mr. [redacted] has claimed happened in this incident with the salesperson.

Consumer

Response:

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.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 [redacted] trying to get in touch with the [redacted] 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 [redacted], manager of the area in Richmond about this. He was supposed to contact the previous [redacted] 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) [redacted] 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,

Consumer

Response:

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,

Dear [redacted]

Review: I purchased a [redacted] in September 2012 from Priority Volkswagen and purchased warranty services for the vehicle with [redacted], [redacted], [redacted], and [redacted]. In September 2013, I traded the [redacted] in, and the loan was paid in full when I traded the vehicle in. I contacted [redacted] and [redacted] at Priority 20 September 2013 to handle cancelling the warranty and returning my refund. First it took me a week to finally get in contact with the sales department at Priority Volkswagen, and they never returned my calls. I finally caught them in the office, and [redacted] is who I spoke to. [redacted] sent me the cancellation form and stated that [redacted] was the only one at Priority that could cannel the warranties and process the repayment. I finaly spoke with [redacted] the week of 25 September, and confirm what [redacted] stated about the refund of the warranties that it takes 4-6 weeks to process and I would expect payment in the mail within that period. They were both very apologetic about the amount of time it took to finally get in contact with both of them and ensured they would work this through as quickly as possible. I sent both of them, via email attachments, all the required documents they requested on 25 September 2013. I called back during the middle of October to check and see if the cancelation had been processed yet, and was told by [redacted] that he was working the cancellation and that would be processed with 6-8 weeks of him receiving the required documents. I verified with him about my address change, because I am no longer at in Virginia and explained that is why I emailed all the documents and did not bring them into the dealership. I then called the warranty company that actually holds the warranty ([redacted]) and was told that my warranty had not been canceled and the dealership is who processes the cancelations, but they had not received anything from the dealership cancelling my warranty. I resent all of the required documents on 21 October 2013 with a polite reminder that I am still waiting on my warranty to be cancelled and the refund to be processed. I again did not receive an email back from either [redacted] or [redacted]. I called [redacted] during the 1st week of November again, asking where he was in the process of the cancellation. He then stated I should suspect a check by mid December 2013, and if I had not, to call him back and he would personally look into it. I just called [redacted] today, 13 November 2013, and they are still stating the warranty has not be cancelled. On all the occasions I have spoke with [redacted], I have asked him what will be the refund amount, or if he could even tell me what would be recoverable through the cancelation, and he explained he does not calculate that.Desired Settlement: I feel that I should not be lied to about the amount of time it may take to process a refund/cancellation check. or that the actual time frame just be pushed out because they have not done their job or they feel that I will go away after a period of time. I will not purchase a new or used car from this location again. I will not recommend this dealership to any of my colleagues who are in the Fort Lee area. I do not believe that it takes this long at all. I don’t feel like they have showed any concern toward this at all. I would like my warranty cancelled, as requested and all refunds calculated and documented, as a receipt, and mailed to me, at my new address that I have provided to them twice.

Business

Response:

I spoke with [redacted] from the business and he stated that the warranty has been cancelled and he will personally look into the standing of the refund check.

Review: We took our [redacted] for an oil change and to check a noise coming from the engine, they told us the exhaust manifold was cracked and need it to be replaced. We order the parts and when the parts were ready we brought the automobile in, after 5 days in the shop we were told that another part need it to be replace (the down pipe). We ordered the part and we were advice next day that the part was going to take 7-10 business days. I questioned the service person on why the second part was not ordered at the same time and he told us he was sorry that he didn't know why the mechanic did not see this part as been an issue too. We were given a car loaner and were told they will cover 5 days, immediately we questioned this because we felt it was their responsibility since they failed to do a proper diagnostic. After 30 days waiting the parts department was unable to obtain the part or a confirmation that it was ordered. We were told that they will put the car back together for us to pick it up. When we picked up the car we were charged $1000 for car rental plus $623 for labor. The car still sounds and smell like nothing was changed, since day one we told the service person that we wanted the old parts return to us but when we picked up the car we were told that the parts were disposed. We feel the service department failed to us by "guessing" what parts need it to be replace therefore creating forty days of limbo on the use of our own car and, at the end we end up with a car with a questionable repair or not repaired at all.Desired Settlement: We will like at the minimum a full refund for the car rental charges of $1000; we feel it is their responsibility and not ours to provide transportation to us for something they totally mishandled.

Business

Response:

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.

Consumer

Response:

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.

Why they did not tell us from day one that they could put the car back together and have us picked it up? It is very easy for them to transfer their mistakes to the client. We took the car to Priority trusting they will do a good job and advise us on the best way to repair the car, they did not and in top of that they charge us $975 for a loaner. We could write a long letter arguing every point they mentioned but our perception is that they don't care.

Regards,