----RESPONSE

Reference # 140088385

Dear Mr. XXXXXXX,

 I would like to start by thanking you for your service to our country.  It takes incredible tenacity and courage to do what you do, and everyone at VW Customer Care appreciates it.

Our dealerships are the face of our company, and we expect the very highest level of service from them.  Clearly, this is not the experience you have had at Tynan’s VW, and I am sorry.  I have documented your concerns for internal review.  We are always reevaluating our business practices, including our dealer partnerships, and the information you provided to us will contribute to this process.

Each dealership is empowered to make its own business decisions.  Any sales negotiation concerns and any resolutions you are seeking in terms of money lost due to the transaction must be sought from the dealership directly.  What I am able to do is forward on a formal complaint to the dealership on your behalf and make them aware you have contacted us seeking resolution.

If you have any other questions, please feel free to email us again.

Sincerely,

Jacob M.

Customer CARE Advocate

--Second Entry-

The late response is due to me being deployed and I am currently over seas.  Not easy to get wi-fi for extended periods.  So, basically i have been conned in "your" name .  The name of Volkswagen.  And its completely okay?  From what you're telling me, its just going to be swept under the rug and kept as a warning for next time.  This, in no way, resolves any of my concerns. I admit that i should have had my guard up and not trusted them to begin with.  They saw me coming a mile away and completely f**ked me at every point in the deal.  Lied about thousands of dollars...guaranteed me $5000 for MY car for which they buried into the deal as $3000.  These people are professionals who  know what they're doing and how to f**k people like me out of their money without drawing attention to it.  I am uncertain as to what my next action will be, because I have contacted the store and I was told that it was all fair and the sale was final because I signed the contract when I bought the vehicle.  I can honestly say that I expected more from a company such as Volkswagen.  How are you not responsible for someone who carries your name?  It sounds like you cant keep them in check at all and they are allowed to do as they please no matter how much dirt they track on the VW name and the people who make VW possible....the customers.  I'm sure that you could strongly suggest that they help heal at least a fraction of the financial damage done with the threat or bluff or de-franchising Tynan's or hardening certain regulations and guidelines that they currently disrespect.  I want justice and any sort of financial restitution possible.  I find it hard to believe that there is "nothing" you can do as the parent company.  If a child acts up, the parent steps forward with swift discipline. So why is it different in your case? 

----RESPONSE

Reference # 140088385

 Dear Mr. XXXXXX,

 Thank you for your email.

 Our dealerships are independently owned and operated.  For this reason, we are unable to compel a dealership to make a specific business decision.  I apologize that I am unable to provide a more favorable response for you.

 We take feedback from our customer’s seriously, and we use the information you share with us to help identify areas of opportunity for improvement.  Your comments have been documented here at the Customer CARE Center.  We have also shared your comments with the management team at Tynan’s Volkswagen.

 If you have any other questions, please feel free to email me back.

 Sincerely,

 Danielle D.

Region Case Manager

----Third Entry--

Well, what could your corporate office do for me? This was a store of yours that caused all this stress, THEFT, lack of professionalism, disrespect, and unruly behavior.  You are in charge, therefor you must atone to grievances.  I'm not asking for a free car or a million dollars, just the difference of the damage done.  Or at least what the dealership PROMISED me and cheater me out of ($3,000). Where do good citizens turn in moments like these if their parent companies do nothing about them? Violence? Destruction? OUR turn for theft against your "Independently owned facilities" to get OUR OWN MONEY BACK.  The people just sit idly by as they are financially raped by cons? These are just questions, not threats...and in no way do I intend to follow through with these questions or answer them for my self, but I'll tell you one thing that is killing me right now. Losing 13,000 on a vehicle not even a year old.  I understand losing a certain amount because of selling it, but $13,000??  That's money I have bled for on several deployments. For the people who don't make above 30k a year, that is a SUBSTANTIAL amount.  The work i do is overseas, defending OUR country and YOUR associates s**t all over that pride. SOMETHING can be done, if you cant help me, get me someone who can.  Let me speak to your supervisor, or his supervisor, or their supervisor, because i may be working my a*s off over seas, but i will not let this go. Whether its the Air Force Times magazine, the news, or even a local paper, I wont stop till i get a favorable response. So again, what can you do for me?

----RESPONSE

Reference # 140174802

Dear Sgt. XXXXX,

Thank you for your continued patience.

I wanted you to know that, in an effort to ensure I’ve done everything possible to assist you, I took the time to review your case with my supervisor.

        
Tynan’s Volkswagen is unable to perform a trade in at the value you’re seeking because they’d then have to attempt to re-sell the vehicle. At this time, the dealership feels this isn’t a wise business decision.

As our dealerships are independently run, I cannot compel them to make changes to your sales agreement. I encourage you to work with the dealership toward a resolution. As a consumer, you’re also welcome to seek any assistance you feel necessary outside of Volkswagen.

We value your commitment to our brand and country. I apologize we’ve been unable to meet your expectations. However, our decision regarding your concerns remains unchanged.

If we can assist you in any other way, please call our Customer CARE Center at 1-800-822-8987.

Sincerely,

Danielle D. 

Region Case Manager

What do you mean "trade-in"? the vehicle has already been sold due to the time constraint of my deployment overseas.  I was forced to sell the vehicle because the VW dealership wouldn't work with me on anything. All they did was try to make me sell it to them at an insane price.  I am NOT looking for a trade in.  I am looking for restitution of any kind.  I have sent you guys several emails describing my case.  The Tynans Volkswagen Dealership owes me money from a crooked contract.  I was lied to.  Guaranteed $5,000 for my vehicle and was only given 3,000 towards my new car.  What kind of business does that? They just sped me through the contract and showed me where to sign. THEY EVEN TOLD ME on the page for the trade in i was getting $5,000.  I guess i should have read it myself.  Even then, these employees are con men who owe me money.  I demand restitution at the VERY LEAST what they owe me and possibly more due to taking a loss of over $13,000 on a vehicle that wasnt even a year old and at 5,000 miles.  This is unbelievable.  Please, understand what I am looking for, because a trade in is not what im here for and by the experience i'm having from this company, I will never deal with Volkswagen again if this issue isn't resolved.  and again, if you cant help me, give me someone who can.  I may be deployed, but i will talk to who ever at any time, anywhere.  So give me a response with the CORRECT information to my case or give me someone above you in your chain of command. I have never had to deal with the disgust i feel for this company and what your employees have put me through.

Reference # 140174802

----Fourth RESPONSE

Dear Sgt. XXXXX,

Thank you for your reply, and again, I apologize for the frustration this matter has caused you.

Your sales agreement was negotiated between you and your dealership and is a legally-binding document. We know that purchasing a vehicle is a tremendous investment, which is why we strongly encourage our customers to review their sales agreements before endorsing them. As our dealerships are independently owned and operated, I regret that our Customer CARE Center cannot retroactively modify the terms of your contract.

If you’d like to make our executive leadership aware of your situation, you can email them at vwexecutivemail@vw.com. You’re also welcome to pursue assistance outside of Volkswagen as you deem necessary.

Please know that I make every effort to assist our customers whenever possible. I’m sorry that I wasn’t able to meet your expectations. If you have any additional concerns I might be able to assist with, please call our Customer CARE Center at 1-800-822-8987.

Sincerely,

Danielle D. 
Region Case Manager