Supercuts

Initial Business Response / [redacted] (1000, 5, 2016/05/17) */ I want to first thank you for your business and apologize for the delay. As I mentioned to you when you were here, the vehicle hit something causing this damage. I also explained to you that our cars go through a rigorous inspection process and... would not have been put on the lot in this condition. You said the vehicle was making a noise now, a noise that you would of heard during the test drive had the damage already been there. This damage was so obvious and fresh that it lead us to believe it had happened very recently, after the purchase of the car. You explained to me that you were certain you didn't hit anything so I told you I would submit for some "goodwill" dollars from Volkswagen to help you with this situation. Again, I was near certain that we hadn't caused the damage but I agreed to help anyways. I also said this would take at least a week to get an answer back as these claims go through an approval process that takes some time. This is the only reason for the delay. After we had spoke about this issue you returned to the dealership later claiming we damaged the vehicle while it was here for service. You said we had curbed one of your wheels and damaged your rear bumper. My master technician was assigned to inspect the vehicle while it was here for service and if he had hit something or the vehicle had been damaged he surely would have mentioned it to me. I am more than willing to help find a remedy for the situation but I am at the mercy of manufacturer approving my claim and you be reasonable about a solution.. As for your accusation of us "hiding" damages during the sale of the vehicle I have no idea what you are referring to. We always let our customers inspect the cars they are interested in to the level they feel comfortable with. Please let me know specifically how you think we hid damages from you. We have never hidden damages and take great pride in our A+ rating with the BBB and our great reviews across numerous websites. I will be happy to call you regarding the goodwill money I have submitted for from Volkswagen just as soon as I hear from them. Thanks again for your business, have a wonderful day, [redacted] General Manager Vorderman Volkswagen

Hello, We received a guest concern 10/29/which stated specifically "Crappy blowoutBad HaircutOver priced$to use flatiron"I then personally sent a response 10/31/stating I was sorry she was unhappy & that we'd gladly repeat entire service at same salon, or another location, at no cost to guest since it appeared she was unhappy with service outcomeI also invited her to contact me to share additional feedback & never received a responseWhen I didn't receive a response I asked the salon manager, Danielle, to call guest personally to invite her back in for a redo service or a refund which was 11/3/Our menu board is current & has an '& up' pricing which is not advertisingHowever, the fact the guest wasn't provided with the prices before service for FlatIron which is an expectation of our stylists was cause enough for us to offer a refund on top of redo offerWe didn't receive a return callI then asked the Mngr Danielle to call again to resolve this on 11/6/offering money back to guest since we didn't see her return for redoWe received no response to either messageWe then received the paperwork 11/8/from Revdex.comWe do not offer return money via check as they must return to the salon for the refund & to sign for the refund validating it for our recordsIf guest called back we could have done all this long agoGuest must return to salon when salon manager is present to issue refundThe refund/redo is only allowed for 7days past date of service & after numerous attempts to contact guest we've past our windowI will sign off on a refund at salon as long as guest returns to location, with salon manager present to complete paperwork through 11/30/As guest hasn't returned email or phone calls, please advise her of this extended refund period & of deadlineThank you very much, Jennifer C [redacted]

Regis sincerely apologizes for not promptly filing a responseThis complaint was
sent to the local store rather than our corporate office in Minnesota where these types of correspondence are handledPlease forward any future complaints to the MN/ND Revdex.comWe do apologize for the way MsT*** feels about her experience in our salonWe have completed a thorough investigation into the events of her visit and we have determined that we are unable to grant her request for a refundMsT*** received a color service on January 5, and did not make the salon or Guest Services aware of her dissatisfaction until July 27, The timeframe between these two dates is over monthsDue to the length of time that has passed, we do not have any way of determining for certain that our services caused the damage MsT*** referencesWe have investigated this complaint as thoroughly as possible given the time that has passedWhile we understand her desire for a refund, we are not willing to grant her requestThank you for your interest in this complaintRegis makes every issue to treat our guests in a fair and positive manner

Initial Business Response /* (1000, 7, 2015/06/16) */
Ned,
I appreciate your business and understand your frustration regarding this matterI attempted calling you numerous times and even left a voicemail, as yo made mention ofI do care about your concerns but could not get a hold of you to
get it resolvedAs I mentioned during our conversation, I apologize for the confusion regarding your quote related to your oil leak repair, and want to help you through thisLarry has been in the automotive business years and with us over years and although he is very good at what he does, he is not perfectWith that said, both your water pump and oil pump are leaking fluidYour water pump had not failed, it isn't causing your vehicle to overheat like it would if it had failed, but rather it is leaking fluidIf all of your coolant leaks out this could cause your engine to overheat, which could be cause a failure of your engine, and this is why Larry felt it was important to recommend that you replace it
Your vacuum pump was also leaking fluidLarry quoted you an amount to fix it that was not accurateBefore any repairs had been done Larry corrected himself and let you know he had made a mistake and then gave you the correct amount that it would take to repair the oil leak on the vacuum pumpAgain, I apologize that Larry made a mistake and gave you an incorrect estimate but you did not agree to the work, and the work hadn't been done yetI offered a $discount because of the confusion, but I didn't find it necessary to honor a quote on a repair that hadn't been done yetHad the work been done, and mistake not caught before the repair, I would have honored the quote
Thank you for your understanding, I look forward to helping you get your vehicle repaired,
Chad P***
General Manager
Vorderman Volkswagen

Initial Business Response /* (1000, 17, 2015/10/07) */
Hello - I just received a letter stating that our case is closedI never received a letter as I am the District Manager for the areaThe case #XXXXXXXXI am very good at responding when I receive anything needing an answerThe customer
posting the complaint was explained why a refund wouldn't be eligibleShe never sent me any pictures and we did offer to fix her hair at our expenseI would like this case reopened as we always want out guest to be happyI would never turn her away without a resolution
If you are not the appropriate person to receive these mails, please contact the CMS expert at your Revdex.com to edit the contact formThank you!
Initial Consumer Rebuttal /* (3000, 20, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This woman never asked me for a picture of my botched haircut! Which I do have, by the wayI did post the picture on social media, so plenty of people have seen itI am not going back into that store or any other locationMy hair has been "fixed' after waiting weeks for a resolution to thisThe ONLY resolution is my money back!

From: Revdex.com of Metro Washington DC Date: Mon, Aug 14, at 3:PMSubject: Fwd: Super cutsTo: *** *** Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: *** *** Date:
Mon, Aug 14, at 2:PMSubject: Re: Super cutsTo: Revdex.com of Metro Washington DC Good afternoonThe complaint has been resolved. ThankyouSent from my ***

My son and his girlfriend went in for hair cuts, his girlfriend had longer hair but had her hair cut an blow driedOn the price list said and upHowever the girl who worked on her did not ask if she wanted her hair straightened and did not say anything about extra pricingSo I paid $for the wash and cut and then paid $to blow dry it then another $to straighten itThe girl there did not ask my sons friend if she wanted it straightened etc., just asked if wanted it blow driedI asked why nothing was listed on the price list and was told it was an old price listThis is advertising , I feel this is advertising and was taken advantage of

On April 8, I walked into Supercuts to have highlights service for my hairI had in my hand a 20% off coupon for this serviceAt the counter Mary the manager started to enter my information and I informed her that I had a 20% coupon for the service and I handed it to herShe entered my information and I was taken for my hair serviceI paid a $bill with my credit card which included a $tipAs I was driving home I looked at the receipt and noticed the 20% off coupon was not appliedI turned around and within minutes I returned to SupercutsI spoke to Mary the manager and she apologized for not taking the 20% off and that she would give me the creditMary was not knowledgeable on refunding my $off my credit even though she triedShe promised it would be taken off however she needed the owner to do it since she could notI left my telephone noand Mary said she would call me backWhen I got home Julie L*** the store owner called informing me that un

Initial Business Response /* (1000, 5, 2017/12/01) */
To clarify the timeline for [redacted] I have provided detail of the repair orders. The first time the vehicle was serviced Mr. [redacted] dropped his car off on 8/3/2017 to have the timing belt replaced. The timing belt was replaced and on the...

test drive we noticed his oil pressure light was coming on. We advised Mr. [redacted] his oil pick up tube was clogged and he needed to replace the strainer inside the oil pan to make sure the vehicle had sufficient oil pressure. We also replaced the rear brakes that were extremely rusted and the pads that were low on life. We ordered a key and an emblem in which Mr. [redacted] returned on 8/11/2017 to have programmed and installed.
9/13/2017 Mr. [redacted] came in for his left front door intermittently not unlocking and locking properly. We found the driver door latch was defective and replaced it. Mr. [redacted] also stated his check engine light was on and upon diagnosing it we found numerous faults for numerous different things. We advised him his Oxygen sensor had failed and his turbo boost valve wasn't holding causing a fault as well. He agreed to have them both replaced.
10/27/2017 Mr. [redacted] came in for his Check Engine light being on. I agreed, since it had only been a month from his previous diagnosis, to diagnose the car for free. At this time we found faults for the turbo charger itself. We tested the turbo to find out it was indeed defective. I informed Mr. [redacted] that the most likely cause for the turbo failure was the lack oil of it was getting during the time period the car was being driven with a clogged strainer tube. He agreed and was thankful we didn't charge him for diagnosis.
As I read the complaint I see Mr. [redacted] has received a second opinion on his turbo being defective. The garage that diagnosed the car agreed with our diagnosis that the car does have a defective turbo. Mr. [redacted] informed me he had just purchased the car few months ago and whoever had it before him must not have taken care of it.
All the parts that have been replaced were due to different reasons. There weren't any parts replaced that did not need to be replaced and the diagnosis has been confirmed to be correct with another repair facility. Even though the car came back with a different issue for the check engine light I showed good will to the customer by not charging him for the diagnosis.
While Mr. [redacted] feels we should have replaced the turbo and turbo control valve when we replaced the cut off valve, there wasn't any proof that these components needed replaced. We maintain an A+ rating with the Revdex.com through 20 years of business and rate in the top 25% of all Volkswagen stores in the US for customer satisfaction. I can assure you Mr. [redacted] was not treated rudely at any time during his visit at our store.
As for the turbo cut off valve that Mr. [redacted] stated cost him $1442.30 in-fact only cost him $90.10. I have attached the repair order and highlighted the part he is referring to.
As I communicated to Mr. [redacted] when he was here, I would be more than willing to offer him a substantial discount to replace his Turbo charger here. At this point I am not willing to
reimburse Mr. [redacted] as it is obvious to me we have done everything to service his car in a honest and professional manner.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe my main complaint has been the amount of money I have had to pay for labor every time I take my car to this Vorderman's. In the attached invoice from them you can see that every operation they do has a separate labor total attached to it. There is also one instance where I had them remove a bolt for the license plate and put a new one in and they charged me $50 for each, a total of $100.00 to replace a bolt. This company continues to overcharge their customers. I do not know if I would take my vehicle back to them or not.

Initial Business Response /* (1000, 5, 2016/06/10) */
After receiving info from Volkswagen of America that this customer had been to numerous other Volkswagen dealerships and had been referred to our dealership because of our high level of customer service I personally made it a point to be part of...

the entire process from check-in to check-out. I had our most senior technician/shop foreman inspect the vehicle to make sure [redacted] received the highest quality of service. We listened to all of his concerns making notes throughout the check-in process, examined his vehicle thoroughly when in the shop, and explained everything in detail when he was checking out. I would be happy to provide any documentation needed regarding the details of Mr. [redacted]'s visit to our dealership.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
its not a response to the issues presented and it is not a solution, its simple sales jargon and lack of responsible accountability. my complaint stands as filed, I received a phone message from someone at vorderman asking to "confirm my details" I am not willing to respond to any interaction not in writing. nor anything regarding this complaint through any other party then the Revdex.com. their explanation "uuuuh its just like that", that is not an acceptable explanation. I would like to add that when I contacted the warranty center and asked if the visual inspection was covered under warranty and that I was charged 233$ for a visual inspection I was told it sounded like a scam, exactly my thoughts. my request for a refund and the submission of the "visual inspection" to the volkswagen company for warranty payment stand. I am not responsible for the content of conversation between volkswagen and this dealerships personnel, I sought confirmation of issues which are visually verifiable, that was done in my presence and was sufficient, I mentioned I was hesitant to let them take any further action and requested that no "work " be performed on the vehicle. then they took the car into their back lots for an additional 3 hours when the documentation states machine diagnostic took 11 minutes. this response or lack thereof only raises more questions and concerns.
Final Business Response /* (4000, 23, 2016/07/06) */
Against the recommendation of Volkswagen of America I will reimburse your charge for the inspection on your vehicle. Please contact [redacted] at 260-489-7900 and give her your card information so that we can get this charge credited back to you and get this resolved. Volkswagen has informed us that you knew you would be paying for this inspection before you came to our store as you had the same inspection done at two other Volkswagen dealerships before visiting ours. They also informed you there wouldn't be anything to submit for a warranty claim so to get this case resolved I am willing to absorb the cost of the inspection but I can not submit anything for warranty. This will be my final correspondence on this case.
Final Consumer Response /* (2000, 34, 2016/07/26) */

Hello, We received a guest concern 10/29/17 which stated specifically "Crappy blowout. Bad Haircut. Over priced. $20 to use flatiron". I then personally sent a response 10/31/17 stating I was sorry she was unhappy & that we'd gladly repeat entire service at same salon, or another location, at no...

cost to guest since it appeared she was unhappy with service outcome. I also invited her to contact me to share additional feedback & never received a response. When I didn't receive a response I asked the salon manager, Danielle, to call guest personally to invite her back in for a redo service or a refund which was 11/3/17. Our menu board is current & has an '& up' pricing which is not false advertising. However, the fact the guest wasn't provided with the prices before service for FlatIron which is an expectation of our stylists was cause enough for us to offer a refund on top of redo offer. We didn't receive a return call. I then asked the Mngr Danielle to call again to resolve this on 11/6/17 offering money back to guest since we didn't see her return for redo. We received no response to either message. We then received the paperwork 11/8/17 from Revdex.com. We do not offer return money via check as they must return to the salon for the refund & to sign for the refund validating it for our records. If guest called back we could have done all this long ago. Guest must return to salon when salon manager is present to issue refund. The refund/redo is only allowed for 7days past date of service & after numerous attempts to contact guest we've past our normal window. I will sign off on a refund at salon as long as guest returns to location, with salon manager present to complete paperwork through 11/30/17. As guest hasn't returned email or 2 phone calls, please advise her of this extended refund period & of deadline. Thank you very much, Jennifer C[redacted]

Initial Business Response /* (1000, 5, 2016/05/17) */
I want to first thank you for your business and apologize for the delay. As I mentioned to you when you were here, the vehicle hit something causing this damage. I also explained to you that our cars go through a rigorous inspection process and...

would not have been put on the lot in this condition. You said the vehicle was making a noise now, a noise that you would of heard during the test drive had the damage already been there. This damage was so obvious and fresh that it lead us to believe it had happened very recently, after the purchase of the car. You explained to me that you were certain you didn't hit anything so I told you I would submit for some "goodwill" dollars from Volkswagen to help you with this situation. Again, I was near certain that we hadn't caused the damage but I agreed to help anyways. I also said this would take at least a week to get an answer back as these claims go through an approval process that takes some time. This is the only reason for the delay.
After we had spoke about this issue you returned to the dealership later claiming we damaged the vehicle while it was here for service. You said we had curbed one of your wheels and damaged your rear bumper. My master technician was assigned to inspect the vehicle while it was here for service and if he had hit something or the vehicle had been damaged he surely would have mentioned it to me. I am more than willing to help find a remedy for the situation but I am at the mercy of manufacturer approving my claim and you be reasonable about a solution..
As for your accusation of us "hiding" damages during the sale of the vehicle I have no idea what you are referring to. We always let our customers inspect the cars they are interested in to the level they feel comfortable with. Please let me know specifically how you think we hid damages from you. We have never hidden damages and take great pride in our A+ rating with the Revdex.com and our great reviews across numerous websites.
I will be happy to call you regarding the goodwill money I have submitted for from Volkswagen just as soon as I hear from them. Thanks again for your business, have a wonderful day,
[redacted]
General Manager
Vorderman Volkswagen