ComplaintsforRegency Volkswagen

• Initial Complaint

  24/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Journey Volkswagen regarding the refund of my security deposit for an in-house car lease. My lease was terminated and my account was in good standing three weeks ago, yet despite numerous assurances, Journey Volkswagen has failed to release my security deposit of $725.Initially, upon terminating the lease, I was informed that my security deposit would be returned to me "next week." However, despite this promise, I received no communication from Journey Volkswagen, and my attempts to reach Manager ***** by phone were unsuccessful. Upon visiting the dealership in person, ***** informed me that I would not be receiving my deposit back, citing a discount made on the buyout value for the individual who purchased the vehicle after my lease. I made it clear that I did not consent to this arrangement and insisted on the return of my security deposit.Subsequently, I was transferred to Tino, with whom I spoke on Friday, April 19th. **** assured me that the dealership would contact me on Monday, April 22nd, and issue a check for the refund. However, this deadline passed without any communication or action from Journey Volkswagen. Upon contacting the dealership on Tuesday, April 23rd, I was informed by the receptionist that **** was unavailable but relayed a message purportedly from him stating that there were issues with ************** preventing the issuance of a check. However, upon checking the websites of both companies, there were no reported outages in the area.This consistent failure to fulfill promises and provide a legitimate explanation for the delay in refunding my security deposit is unacceptable. I demand an immediate release of my funds as per the terms of our agreement.

  Business response

  24/04/2024

  The customer was told that his cheque was unavailable because our accounting software was down for two days.  Our server was not connecting to the internet and **** was called to come in and rectify the situation.  Our IT consultants were onsite as well working to try and get everything resolved.  This resulted in our service and parts department being inoperable as well.  The customer was never informed that there was an internet outage.  

  Customer response

  24/04/2024

   
  Complaint: 21620530
  
  I am rejecting this response because:

  Thank you for your prompt response regarding my complaint regarding the refund of my security deposit.
  I appreciate the clarification regarding the issue with your accounting software and server connectivity. It is understandable that technical difficulties can arise and affect various aspects of business operations. However, it is concerning that despite these challenges, there was a lack of communication regarding the reason for the delay in issuing my refund.
  As a customer, I rely on timely and transparent communication from businesses, especially when it concerns financial matters such as the refund of a security deposit. It is disappointing that I was not informed of the issue, which led to the delay in processing my refund. Clear and proactive communication could have alleviated my concerns and provided reassurance that steps were being taken to resolve the issue.
  Moving forward, I would appreciate more transparent communication regarding any further delays in processing my refund. Additionally, I kindly request an updated timeline for when I can expect to receive my security deposit.
  Thank you for your attention to this matter, and I look forward to a swift resolution.
  
  Sincerely,
  
  *****************************

  Business response

  25/04/2024

  I am not sure what you are rejecting.  Your facts were wrong, and you were explained in person the situation. Anyway, your cheque is being mailed today.  

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My fiance and I wanted a vehicle that was up to ** Certified Pre Owned standards. As a former ** technician I am very aware of the “stringent” inspection that needs to be performed on the vehicle prior to qualifying for ***. Unfortunately, the selling dealer did not perform the inspection properly and 10,000km after taking possession of the vehicle the front brakes were metal on metal in the inboard pads. When I contacted the dealer principal, Tino B*******, regarding this, he told me this was normal wear for the brakes in the vehicle or that my driving was too “aggressive” he also said "so you call yourself a technician". The brakes were measured at 7mm on the inspection report and when I removed the brake pads the outboard pads were 6mm and the inboard pads were 0mm, I have pictures of the brakes and measurements. The brakes were not inspected properly at the selling dealership, ******* **********, and subsequently I chose to have the vehicle inspected by the local dealership, Turner **, due to my lack of confidence in the selling dealership’s inspection report. No other discrepancies were found, but the treatment I received by the sales manager and dealer principal was insulting to say the least. I am an Automotive Instructor at ******** ******* with 20 years of experience as a technician 6 of which were at ** dealerships. I have hesitated to file this complaint on my vehicle until now to give Journey ** and ** Customer Care Canada time to properly respond to my treatment and the falsified report. So far all I have received from them is an offer for half of the cost of new brakes provided I sign a legally binding document that would not allow me to pursue any course of action against them in the future. I will not be signing said document as I feel it will limit me if anything does happen as a result of some other missed part of the inspection.

  Business response

  21/02/2023

  After purchasing the vehicle Mr. ******** complained about a noise coming from a rear door panel.  My Sales Manager, Tood D***** was working with Mr. ******** regarding this complaint.  Mr. ******** accused us of not performing our work correctly.  Mr. D***** provided the *** inspection report prepared by the technician and service manager.  This did not resolve the issue, which resulted in Mr. ******** sending me an email regarding his situation.  

  My first email to Mr. ******** was to ask him if the noise was coming from the speaker, as he first identified, or if he thinks that it could be something else.  His response to me was that it could be a rattle in the door panel or maybe the speaker.  He also indicated that he was wrong with which side of the vehicle it was.  It was the LR door and not the RR door.

  After driving the vehicle for 10,000km, Mr. ******** reached out again complaining about a *** light coming on and that he noticed the front brakes measured 0mm on the inside.  He sent along some photos of brakes.  

  After discussing with my service staff, I wrote an email to Mr. ******** explaining that my staff was 100% confident that they performed the work on the initial inspection.  I also, explained that having brake pads wear that fast is a possibility.  My shop foreman said that it can happen.  Secondly with a *** light coming on and it being a used vehicle, again this is a possibility of happening.  I explained that is why we always offer an extended warranty with all of our used vehicles.  Mr. ******** agreed with my explanation of the *** light.

  In the email, I did thank him for coming all the way from Kelowna to purchase his vehicle with us.  I gave him an estimate cost of what it would cost to repair the brakes and rotors.  I offered to pay for half of the cost.  In an email from Mr. ********, he agreed to move on from the situation and would accept an e-transfer in the amount of $375 plus tax.  At no point in the email or any of the previous emails did Mr. ******** indicate that I was being insulting or ****.  

  Before sending the e-transfer, we have a policy that a customer is to receive and sign off on a "release" letter accepting that the situation has been rectified, an acceptance of the funds and no further issues would be brought forward.  I sent this letter to Mr. ******** before sending the funds.  This was done in May of 2022.  I did not hear back from Mr. ******** until January 2023 where he indicated in an email that the release letter was considered an insult.  I am now receiving documentation from the *** and ******* ***** ********* with false accusations about me ***** ********** **** *** *********e.  

   

  Regards,

   

  Tino B*******

  Customer response

  21/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Mr B******* is correct I had a few complaints about the vehicle when it was purchased. Let me outline them for you:

  1) the rear seat floor mat was missing, I returned to the dealer but they did not have it on hand, the sales manager Todd D***** denied replacing the floor mat and the salesman ended up purchasing a full set out of his own pocket.  Floor mats were listed on the vehicle option list.

  2) there is a rattle in the door, does it really matter which side? Todd D***** had agreed to arrange an appointment to have it looked at with Turner **. This was over 1 year ago and the appointment has never been booked. The only reason I did not mention this is because the vehicle brakes wore out within 10,000km and I feel that is a larger concern. 

  3) the *** light came on shortly after purchase, I understand that this can happen at anytime and agree that this is not due to technician error.  I was concerned with the amount of issues that were cropping up with the vehicle and that is why I brought it to Mr B*******'s attention.

  4) the front brakes began making a grinding noise about 10,000km after purchase. Upon inspection I found that the front inboard brake pads measured 0mm. It is my sincere belief that the technician who inspected the vehicle did not remove the front wheels to perform the brake inspection. This would make sense considering the measurements recorded on the sheet were 7mm and the outboard pad measured 6mm at the time I inspected them. The photos have already been attached. Even if the brakes were measured correctly, they were not operating correctly at the time of sale, as a 5mm difference in wear from inboard to outboard brakes indicates a seized component. 

  When I brought this complaint to Mr B*******, his response over the phone was very ****, aggressive and insulting. His exact words were "so, you call yourself a technician?".  I am not only a Red Seal Certified Technician, but an Instructor of Automotive Service Technicians.  The only course of action I will be satisfied with is a signed apology from Mr B******* and a full reimbursement for the cost of the brake job including labour.  Mr. B*******'s offer of half of the cost of the parts was only accepted verbally because I was getting tired of fighting back and forth with him over what should have been a simple solution, fix the brakes. His offer also denied any wrong doing of the technician and his handling of the matter. I feel that he is trying to paint me as a "complaining customer" when all I am asking is to get what I paid for, a Certified Pre-Owned **********.

  I have attached my email correspondence with Mr B*******.

  
  Sincerely,
  
  **** ********

  Business response

  24/02/2023

  We will be happy to provide a full reimbursement for the cost of the repair invoice that was provided as long as Mr. ******** agrees to sign the release letter and removes the complaint with the ***.  

  I will not issue a written apology regarding the accusation against me personally.  All the emails sent to Mr. ********, in my opinion were written professionally without any insults present.  There was never a comment made, other than a comment made about my sales manager Todd.  Mr. ******** accused him in an email to me about him being ****.  Until now, there has never been a comment made with respect to me being insulting or ****.

   

  Customer response

  26/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I will accept the full reimbursement for the brakes, but I reject Mr. B*******’s claim that he has not been insulting and was not aware.  I agree, the email correspondence does not show any insulting or **** comments, this was over the phone.  This entire process has been frustrating to say the least.  Mr. B*******’s denial of responsibility and **** comments made over the phone are insulting to me.  Perhaps Mr. B******* has forgotten that his business thrives on customer service and neither he nor his staff have provided adequate customer service in this case.  The complaint with the ******* ***** ********* will stand and I will not be signing a General Release as this is not a standard practice for any vehicle dealership I have queried.  My reason for not signing the General Release, is the wording would limit me from pursuing any action against Journey ** in the future should anything else arise on the vehicle due to the falsified inspection, the transaction still falls under the limitation act.  I will retract my complaint with the *** and *** once I have been fully satisfied.  
  
  Sincerely,
  
  **** ********

*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. ↩