Volkswagen Of Tacoma

Subject: Settled complaint I recently filed a complaint against Robert Larson VW about an extended warranty refundAfter receiving the complaint I was contacted by the dealership and they have recently satisfied my complaintI would like to be able to have this indicated in their records/reviews and I don’t know how to do thisMy ID number is [redacted] Thank you [redacted]

You can email your documents to [email protected] and reference this Better Business ComplaintYou may also call the customer care team at 253-671-and any of the agents can help facilitate a resolution

Complaint: [redacted] I am rejecting this response because: Larson VW claims that the crack was preexisting, yet when I brought the issue up to [redacted] (Service Manager), she stated that none of the technicians were aware of the crackShe also stated that she would have to review video of my car arriving to the service center, in order to verify if the crack was present at that timeAlso, Larson VW's response claims that they will not wash cars when the outside temperature is below forty degreesIf this is true, then they violated their own policy by washing my car that dayIf they did not wash my car, then why was it clean and still wet, not to mention that [redacted] (Service Advisor) asked the service technician if the car wash could have caused the crackHis response, "I don't think the car wash would have done that to the windshield"My Jetta TDI did not have a preexisting crack and the actions of this dealership, in this matter, are disturbing to say the leastIf this cannot be resolved through the Revdex.com or a mutual agreement, I will move forward with legal actionI will also continue working with [redacted] on [redacted] in order to ensure this dealership is off limits to military personnel, as it does not have our best interests in mindVW is just getting over a major scandal and this dealership refuses to even address an issue that their personnel/machines, etccausedSincerely, [redacted] ***

To whom it may concern: Most Extended Service Contracts do not refund at 100% if not usedAll refundable service contracts typically refund at a prorated amount based on time and mileageUnfortunately we are in the midst of a data conversion from one computer system to anotherWe do not have access to our electronic records for approximately to weeksIf the customer can provide a copy of their original contract we would be more than happy to review it and assist any way we canAs soon as our electronic records are converted and accessible we will review and get back to the customerWe urge the customer to reconnect periodically to check on the status of the data conversion, they can reach us via email at [email protected] or via phone at 253-671-

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe only question I have is how I go about bringing my car in to have the windshield replacedThe employees were less than nice to me so im not sure I feel comfortable contacting them myselfIn any case who do I call at *** ** to schedule the window replacement? Thank you for all of your assistance in this matter. Sincerely, *** ***

To whom it may concern:
At the Larson, Automotive
Group we take our customer complaints seriously and we appreciate that you brought this issue to our attention
We would like to offer our deepest and most sincere apology for the misunderstanding, because your car is a the manufactures warranty has run out on the vehicle and you did not have an extended service contract
At the Larson Automotive Group we constantly strive to deliver the best possible service availableOur courtesy inspection is a visual inspection of the vehicle we do not remove parts to inspect themThe spark plugs require the engine cover to be removed and the spark plugs removed from the cylindersAs a courtesy, we had the technician pull them and adviseOur service advisor had previously told the customer that the spark plugs are recommended on her vehicle every 40,miles and she was 17,miles overdueWe had the tech check and they were gaped, so we replaced upon her request and our recommendation due to condition and mileage of the vehicle
Regarding the oil leak, the sound pan will block oil from falling to the ground and once the vehicle is driven the oil will blow back into the engine
We are still recommending that this service is performed on the vehicle to maintain performance and reliabilityWe will also honor your military discount
Please accept our sincerest apology for any trouble or inconvenience we have caused you Again, The Larson Automotive group highly appreciate your feedback as it will assist us in becoming better at what we do

Complaint: ***I am rejecting this response because:I have already sent copies of my warranty with letters asking for help two timesI have heard nothing backI would like a name and direct line of access to someone who can help me with this. Sincerely,*** ***

To Whom It May Concern,
Thank you for bringing this to our attentionUpon our initial investigation we have discovered that our company’s policy on employee purchases appears to have been brokenWe are in the midst of a full investigation of Deal Number ***Upon completion of our
investigation we will contact the customerWe foresee our investigation being completed no later than March 1st

After reviewing your response, it seems that we received different information from the store.
If you did have the car washed at the dealership it would have been washed in ambient temperature.
However, as a goodwill gesture we are willing to pay half of the cost to have the windshield replaced.
 To replace the windshield the cost is $383.60 the dealership is offering to pay the amount of $191.30 as
a good will gesture.

To whom it may concern:
 
Most Extended Service Contracts do not refund at 100% if not used. All refundable service contracts typically refund at a prorated amount based on time and mileage. Unfortunately we are in the midst of a data conversion from one computer system to another. We do...

not have access to our electronic records for approximately 6 to 8 weeks. If the customer can provide a copy of their original contract we would be more than happy to review it and assist any way we can. As soon as our electronic records are converted and accessible we will review and get back to the customer. We urge the customer to reconnect periodically to check on the status of the data conversion, they can reach us via email at [email protected] or via phone at 253-671-6405.

You can email your documents to [email protected] and reference this Better Business Complaint. You may also call the customer care team at 253-671-6405 and any of the agents can help facilitate a resolution.

Complaint: [redacted]I am rejecting this response because:
Larson VW claims that the crack was preexisting, yet when I brought the issue up to [redacted] (Service Manager), she stated that none of the technicians were aware of the crack. She also stated that she would have to review video of my car arriving to the service center, in order to verify if the crack was present at that time. Also, Larson VW's response claims that they will not wash cars when the outside temperature is below forty degrees. If this is true, then they violated their own policy by washing my car that day. If they did not wash my car, then why was it clean and still wet, not to mention that [redacted] (Service Advisor) asked the service technician if the car wash could have caused the crack. His response, "I don't think the car wash would have done that to the windshield". My 2013 Jetta TDI did not have a preexisting crack and the actions of this dealership, in this matter, are disturbing to say the least. If this cannot be resolved through the Revdex.com or a mutual agreement, I will move forward with legal action. I will also continue working with [redacted] on [redacted] in order to ensure this dealership is off limits to military personnel, as it does not have our best interests in mind. VW is just getting over a major scandal and this dealership refuses to even address an issue that their personnel/machines, etc. caused. Sincerely,[redacted]

To whom it may concern:
Our car wash does not use hot water, it uses water that is relative to the ambient temperature. On this particular day the outside temperature was below 40 degrees in which case we do not wash any vehicle. Our service advisors do a visual walk around at the time the vehicle...

is checked in. Unfortunately the crack was not noticed during this visual inspection but was brought to our attention by our technician in his multi-point inspection. The crack was on the black lining of the windshield making it very difficult to see. With the cold temperatures the crack became more noticeable over time. This was a preexisting condition and we will not replace the windshield. 
Larson Customer Care

Subject: Settled complaint
I recently filed a complaint against Robert Larson VW about an extended warranty refund. After receiving the complaint I was contacted by the dealership and they have recently satisfied my complaint. I would like to be able to have this indicated in their records/reviews and I don’t know how to do this. My ID number is [redacted]. Thank you.
[redacted]