ComplaintsforEast Hills Volkswagen of Sayville

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 4th 2022, I left my vehicle in the hands of the delaership for a service action. They couldnt resolve my issue but I recieved my car back with a dented front bumper. The delaership accepted no responsibility, only provided excuses. On February 17th, I dropped the vehicle off for a door handle repair. I made a point to look the vehicle over on all sides, top to down, side to side, corner to corner. And the only damage was the bumper. On February 23rd I get a call stating the vehicle was ready. Before stepping inside to accept the vehicle, I took a look at the var. The door handle job was done to expectations. However all sides of the vehicle had deep scratches and damage. The scratches breached the paint protection film, to which ive read estimates costing between $600-$8000 alone to do, and the color of the pain is difficult to match. The door handle that was getting repaired made multiple trips to a paint shop to have the color matched. The vehicle is limited production because of the paint color to only 700 for the whole country. The damages done to my vehicle are extremely expensive, and all the dealership had to offer was their detailer buffing out the damages which doesnt even begin to compensate or rectify the damages. They claimed the vehicle sat on a lift which I think is bogus because this was a door handle repair and I dont know why it was sitting on a lift. I have app notifications showing lots of activity on the vehicle from locking, unlocking, window left open (including the drivers side to which they claim they did not touch) and starting the vehicle. I am merely seeking this issue be rectified. I also want the cost of the repair job refunded and waived as my car is in worse condition than when I handed it to them meanwhile they were responsible for the care of my vehicle in their hands and stored at their facility.

  Customer response

  03/23/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Donaldsons VW regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business response

  04/21/2023

  Dear Better Business Bureau,
  
  Thank you for giving us the opportunity to address **************** complaint. 
  
  We are sorry he is upset.  However, we did nothing wrong.  We did not cause the damage he is claiming.  At one point, and with respect to **************** relationship with us, we offered to detail and buff out the scratches, but it is clear ************** thinks, incorrectly, we accepted responsibility for the damage.
  
  
  It is true the paint shop had to re-paint the door handle as the paint on the first repair was not a perfect match.  As ************** states, the handle was returned to his expectations.
  
  
  During a recent visit from **************, we told him we were not responsible for the damage, and he called the police.  ********** did nothing for ***************  While we have tried to satisfy ************** and we even went so far as to detail his vehicles areas in question, we conclude his requests are unreasonable, given we had nothing to do with the damage he claims.  As we will be unable to satisfy him, we have invited him to service his vehicle elsewhere. 
  
  Sincerely,
  
  *********************
  Chief Marketing Officer
  East Hills Auto Group
  ******************************************

  Customer response

  04/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My vehicle still has damage sustained that was not there prior to dropping off the vehicle. I also notice a severe inconsistency between what was told to me in handling my vehicle and what was told to the police in the report which leads me to believe there is foul play. I gave them the benefit of the doubt when I noticed damage from a prior visit, but now I have damage from a second visit which tells me there is a trend. The vehicle is around technicians in an active vehicle shop who carry sharp, and heavy tools and equipment. I also have screenshots of my vehicles app showing high amounts of activity with my car which also does not add up with the dealerships claims and what they have relayed to me. I also find it appalling, that I have given a 3 day notice prior to, and actually went through escorting police onto the property to get a report, and alluded to small claims court over this matter and I still have not spoken to a manager over it. The police in fact have spoken to a manager before I have. The only thing I have learned from the dealership is they CANNOT prove they did not cause the damage beyond attempts to shift blame or play innocent and tell inconsistent stories. 

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