Complaints

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• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday 6/11/24 I arrived at Winner Volkswagen with m y 20 year old daughter for a service appointment. I was provided a loan car and was asked for a credit card and auto insurance to use for incidentals. My daughter did a walk around of the vehicle to confirm no damages and noted the car was covered in water droplets as it was just washed. The service technician "***" noted this to her verbally as well. Upon leaving the dealership we noticed a small chip in the windshield after calling the dealership to have the damage noted I was told I would be responsible for the damage. I promptly returned the loan car as the damage was not made by me and I wanted the manager to see it. The service technician, *** told the manager the loaner vehicle was not wet at all and the damage would have been easily visible. However anyone who assessed the damage had to lean up and over the hood and into the windshield to even get a good look at it. I was very upset and dissastisifed at the level of customer service i was receiving and asked to have my vehicle back as I would get it serviced elsewhere. The original paperwork and loan contract were taken from me and I left the establishment. Later I noticed I was charged $90 to my credit card with no receipt or invoice provided. I had to call and leave several messages and finally send an email to the manager with the general manager copied on the email to receive a response. The story now is that the service technician, *** physically got in the loaner with my daughter and cleaned the windshield and the car was wet with dew however the windshield was clean when they did the walk around before us leaving. I still don't have a receipt or invoice after requesting it . This complaint is because of the principle of dishonesty. This damage was not made by me, I returned promptly when it was noticed. I would like the $90 refunded as this was not damage that was caused by my using the loaner car due to my car needing warranty work.

  Business Response

  Date: 06/25/2024

  Hello,

  All our loaners are inspected when they leave as well as when they are returned. This way any damage is noted and on file for every vehicle in our loaner fleet. This vehicle was inspected by the service advisor prior to the customer taking delivery, then the customer is asked to inspect the vehicle and sign that their is no damage. I have a signed agreement stating the vehicle was not damage prior to the customer taking delivery. We hold a credit card for incidentals, such as this, gas not being returned at the levels or toll violations. The customer also had email conversations with the Service Manager regarding the charge which is also attached, stating she knew she was being charged. We are within our rights to have charged the customer for the damaged.

   

  Thank you,

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  I did receive a loaner car from Winner VW. I personally did not do the walk around of the vehicle to inspect it, My daughter was asked to do it by the service manager, Les, while i did the paper work. Upon leaving the dealership with the loaner a chip in the windshield was noticed once the windshield wipers cleaned the windshield. I returned the loaner to express this damage and to ensure I would not be liable or charged for the damage. It was overlooked during the walk around because the car was wet. The windshield was wet and needed to be cleaned with the wipers. Upon returning the vehicle I had a conversation with the General Manager who led me to believe I would not be charged for any damages. The loaner contract of which i signed was taken from me as I left the loaner there and retrieved my personal vehicle. NO ONE told me I would be charged. I left the dealership with the situation resolved. I was under no impression I would be charged for any damage. I did leave several voice mails asking for an explanation once i saw the charge to my credit card. NO one called me back. I then started sending emails from contact information I found on their website asking for an explanation and after asking 3 different times finally got an invoice. No receipt, invoice or explanation of charges was provided to me. I was charged on June 11th, 2024. I did not receive the invoice and receipt for the charges until June 27th, 2024. As you will see in the emails attached, I had to include the General Manager of the Dealership along with the Service Manager to get a response and also had to send several emails requesting the receipts. The way this entire situation was handled by this dealership was absurd. The service technician lied right in front of me to his manager, they were rude and lacked proper customer service. It was a rock chip that was not done by me and I promptly returned the loaner once I saw it. I am an honest person, I could've kept it quiet and it probably would have gone unnoticed like it did for the previous person who had the same loaner car. The $90 should not have been charged to me without speaking to me and letting me know it was going to be charged, I should not have had to reach out to them so many times to get an invoice and receipt for a charge to my credit card. They should have called me and told me they decided it was my fault and I would be charged on the same day it was charged. They should have provided me with a receipt and invoice at the time of the charge, not 16 days later after several requests by the customer. I chose to drive my personal vehicle to another Volkswagen dealer an hour from my house to have it serviced, the customer service there was impeccable, the loaner car experience even better. I am asking for the dealership to recognize the way they handled this entire situation was wrong and unprofessional on many levels and I want the $90 refunded. I wouldn't make such a fuss about something that I was responsible for. 
  
  
  
  
  Regards,
  Complaint ID: 21876146
   
  
  
  
   

  Business Response

  Date: 07/12/2024

  I apologize if my previous response did not fully address your satisfaction.
  

  I would like to explain our process. Our policy is in place to protect our vehicles and ensure that every customer receives a clean and damage-free vehicle. Unfortunately, there are instances where customers return vehicles with damage or excessive dirt, resulting in additional costs for cleaning and repairs.
  

  To minimize any inconvenience to our customers, we strive to have all vehicles ready for the next customer as quickly as possible. This allows us to service our customers efficiently and ensure they can return to their vehicles promptly.
  
  When we request credit card information, we do so to inform customers that they will be responsible for any damage incurred. This practice is standard among many companies in our industry. I regret that, due to the required windshield repair, we had to enforce our policy and charge the associated fee.