ComplaintsforVorderman Volkswagen

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for an oil change, as soon as I drove it home the car started doing some "odd" things. The sound system doesn't turn off until I lock the door, the lights remain on until I lock the car, the horn sounds when I lock the car. None of there items happened before the service was performed. The lights remaining on one night drained my battery. I called the service department to complain, they offered to run diagnostics for $135. They "claim" they didn't upload any new software into my car and perhaps VW did an upload over the air. I never authorized any software updates from anyone. I find it impossible to believe that a "glitch" happened without any outside agency at the exact time of my oil change. I stopped at the dealership to try to resolve the issue with the manager **** to no avail. The diagnostic may only be the start of the resolution. I found the dealership very uncooperative dealing with this matter.I hope you can help me resolve this issue before I file a claim in Small Claims Court.Sincerely, ***

  

  Business response

  07/26/2024

  Dear ***,
  Thank you for bringing your concerns to our attention. We apologize for the inconvenience you've experienced and appreciate the opportunity to address your issues. Customer satisfaction is our top priority,and we are committed to resolving this matter. Firstly, we would like to clarify the service performed on your vehicle. Our technicians made no software updates or changes to the electronic systems during the oil change. An oil change typically involves only mechanical procedures; we do not upload software during this service. We understand your frustration with the issues you described, such as the sound system, lights, and horn behaving unexpectedly,and we apologize for any inconvenience this has caused. It is unusual for these issues to arise coincidentally with the oil change, and we want to help determine the cause.
  Regarding the diagnostic fee of $135, this charge is standard for the service to identify the root cause of the problems. However,in light of your concerns, we would like to offer a complimentary diagnostic check to understand the issues with your vehicle better. Our goal is to provide a fair resolution and ensure your vehicle functions correctly. To move forward,we propose the following steps:
  1. Schedule a complimentary diagnostic appointment at your earliest convenience.
  2. If the diagnostics indicate that our service caused the issues, we will rectify them at no additional cost to you.
  3. If the issues are unrelated to our service, we will provide you with a detailed explanation and recommendations for resolution repairs, which will be at your expense.
  Please contact our service department to schedule the diagnostic appointment.
  Thank you for your patience and understanding. We look forward to resolving this matter to your satisfaction.
  Sincerely,
  ***************************
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 23, 2024 I went to Vorderman to get a key fob either repaired or replaced. I explained my situation to the parts attendant. He advised that I would have to order a new key, then they would program the new key alongside my backup (non-broken) key giving me two working keys. With that explanation in mind, I ordered the key. On June 1, 2024, I brought the ********** into the shop, where I was advised again they would program the new fob alongside my non-broken fob. After the estimated time had passed, I approached their counter. As I approached, **** advised me that they could not complete the work, and that they had programmed their new key, but that they could not reprogram the other that I had been using. Their explanation was that the other fob was aftermarket, and could not program it as such. Being that my decision to purchase the key was predicated on them programming both fobs, I am expecting at minimum a 50% refund on the purchase of the key and the service cost, but only a full refund would make me content. Their argument is that 1) I should have known it was aftermarket, and 2) I also should have also known that they can't program aftermarket keys. I obtained the key from a local locksmith as a condition of purchase w/ the car, but it appears identical to a genuine VW fob, so it's natural to think that it was ordered from VW. They also expect me as a customer to know that they couldn't program it if it was aftermarket. Long story short, my purchase & follow-up service was based on what I was told that they would program both fobs, and they made no effort to flush out any possible scenarios that might prevent them from performing the promised services. The parts guy should have asked questions to make sure they could perform the service before telling me they would. The service guy should have asked the same questions. Instead they promised me services, took my money, provided half of what was promised, and offered no recourse.

  

  Business response

  07/25/2024

  Thank you for bringing your concern to our attention. We understand your frustration regarding the situation with the key fob replacement and programming.
  After careful consideration and review of the circumstances, we regret to inform you that we are unable to provide a refund at this time. We understand that you were informed that both key fobs would be programmed, but due to the aftermarket nature of your original key fob, we were unable to complete the programming as anticipated.
  We acknowledge the misunderstanding and apologize for any inconvenience caused. We appreciate your understanding and thank you for your cooperation.

  Customer response

  07/26/2024

   I am rejecting this response because:  This response is no different than those that have already been given.  Their misinformation directly led to the purchase of the fob from them and subsequent programming.  My expectation is that they own up to the misinformation that they gave me by reimbursing me the cost of the fob and programming that was directly incurred from the misinformation they gave me.  At bare minimum I expect a 50% refund on the cost of the fob and programming since the services they promised were partially provided, but I will not accept any resolution that provides less than that.  The fact remains that had they done their due diligence prior to telling me what they can do, I would not have purchased the fob from them therefore would not have needed the programming service.  It is on Vorderman that they chose to make promises that they could not deliver on.
  
  
  

  

  Business response

  07/26/2024

  Hi ***,

   

  My name is *************************, I am the Controller for Vorderman Volkswagen. I have reviewed the details of this issue, we are willing to refund $100.00. The total spent with us was $275.51, $175.51 of this amount was for a key that you received and by your statements are utilizing today. The other $100.00 was a labor charge for the programming that ultimately you had to have done somewhere else, I am willing to refund that amount that was spent with us. I truly apologize for the inconvenience this has caused.

   

  Sincerely,

   

  *************************

  Customer response

  07/26/2024

   I am rejecting this response because:  Hi ******, thank you for taking the time to review my issue.  Please look at this from my perspective.  When I walked into Vorderman, I had one working key fob.  When I walked out of Vorderman, I had one working key fob and had spent $275.51.  There was no benefit provided to me in any way.  That occurred because your folks failed to ensure they could do the work they told me they would do.  I would have pursued other options had they done their due diligence.  The fob would never have been purchased, and of course I used it because it was the only working key I had when I left.  I didn't have much choice.  Good customer service would recognize that and provide a full refund.  If you want the fob back to make that happen, I'm happy to provide it, as I have since resolved my issue elsewhere.  My compromise is 50% of the total spent.
  
  
  

  

  Business response

  07/29/2024

  Hi ***,

   

  I understand your frustration and again truly apologize. I will agree to the 50% which is $137.76. I will get a check out in the mail this week. 

   

  Thank you,

   

  ***********************

   

  Customer response

  07/30/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  While it would require a full refund to make me 100% satisfied, a 50% refund leaves me content at least.  This at least shows a willingness to work with me and make some effort to make up for their error(s), which their representative ***********************; whom I e-mailed with intially was unwilling/incapable of doing.  I am satisfied enough to close the case. 

  Thank you for your assistance in obtaining a resolution to this matter.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩