Dear Luther Auto,
I have recently purchased a 2003 Saturn Vue from your VW Burnsville dealership on November 15. I am writing this letter because I feel that I have not been treated well by the dealership. I am directing this letter towards just this dealership because when I had called for information, regarding parts and services at Brooklyn Honda, EVERYONE there was very helpful.
My issue first started with my passenger side speaker being blown. I called Paul Sebastion and informed him. He said for me to bring it in and he would take care of it. Then I took my Vue to get an oil change at Saturn of Eau Claire, they said they could not perform an oil change because the Oil filter chassis was overtorqued and they couldn't get it off. I told them I had just recently purchased the vehicle and they told me to bring it back to where I bought it because "no vehicle should be like this when you buy it, either they didn't do an oil change when they got the car or they did this to your car."
Saturn of Eau Claire also found a coolant leak in the engine compartment and the tires were also gauged at 50 psi when they should be at 35 psi. They informed me that it was a safety hazard and liability that whatever dealership I bought my vehicle from didn't properly fill my tires.
I called Paul immediately to inform him of all my problems and he said that if I wanted to bring it in, he would personally look at the vehicle himself. I left that very same day (Monday) and VW Burnsville gave me a loaner car to drive back home. They said the car would be ready in a few days and they would call me. I finally get a call on Thursday saying my car was ready to be picked up.
When I got my vehicle back the speaker was still blown. The service representative came out and troubleshooted the speaker and confirmed that it was indeed still blown. I asked the service representative about the possibility of taking my car to Saturn of Eau Claire because of the time/distance situation. He said he would have to go talk to his boss to get the OK. After 10 minutes he said that he had to get another OK from Paul before it was OK. After another 10 minutes he said everything was OK and before any installation of parts for them to call Paul.
Before I left the VW Burnsville parking lot I scheduled an appointment with Saturn of Eau Claire to have my speaker replaced and told them of the situation and that VW Burnsville agreed to pay for it, I setup the appointment for Friday December 14. I called Paul and told him not to be surprised if he gets the phone call on Friday about my speaker parts and Paul said, "I'm sorry, whats going on here?"
I said, "This is * *. I had problems with my speaker still being blown. You gave the OK just 10 minutes ago for me to take my Vue to Saturn of Eau Claire, which is my hometown, to get my speaker replaced and you said before they install any parts to call you."
Paul said, "Well yeah *, I'm not in the office right now I actually just got back from vacation and I'm heading to the office right now. I'll call you back as soon as I get there, I'll be there in 15 minutes."
I replied, "Well, I'm just about to leave the VW parking lot, do you just want me to wait here for you or can I go home now?"
Paul said, "I'll call you back as soon as I get there and talk it over with the representatives that helped you." And hung up the phone.
I waited for 20 minutes, no callback. Paul already told the service representatives and myself that it was OK for me to go ahead with our agreement from before and I didn't feel like waiting around for him to get there so I went home. I never did get any sort of call back from Paul.
On Friday, December 14, I go in for my schedule appointment at Saturn of Eau Claire. They tell me about the speaker price and said Paul was willing to pay for that but he would not pay for the Diagnotics fee of the speaker that was $60.00. The Saturn representative said he tried to reason with Paul about it and Paul kept denying he would cover the fee and that I would have to cover it.
I told the Saturn rep about all that had happened and he even agreed that VW Burnsville should be responsible for any fees because they improperly inspected and fixed the vehicle. I called Paul and told him:
"I don't understand why you won't cover the Diagnostic fee because if you would have fixed my car right the first time I brought it to you, I would not be here today calling you about this."
Paul kept accusing me of taking advantage of his dealership and that if I brought the vehicle to him he would cover all expenses on the speaker.
I replied, "When I brought it to you guys to fix, you guys didn't even touch or fix it. You pawned it off to Saturn of Burnsville. They fixed it for you guys and you paid them and they ended up fixing the wrong speaker! I have a Saturn dealership in town, you said it was OK for me to take it to them, and now you're saying you won't cover the Diagnostic fee? If you would've done your job right the first time we wouldn't even be here.
Perhaps I'm talking to the wrong person because obviously we're not on the same page here. I need to talk to someone else who has higher power than you because you don't know what the hell is going on here."
Paul responds, "No, no, you're talking to the right person. I know whats going on here, you're taking advantage of us."
I said, "Yeah, I need to talk to someone else about this now, because you're not helping me when you should be. I need to talk to someone of higher power than you because you don't see what I am going through."
After requesting that I speak to someone of higher power Paul immediately says he will cover the fee and requests to speak to the mechanic. They spoke for about 20 seconds and the mechanic said that I was good to go and Paul agreed to cover everything.
Paul Sebastion made many OUTRAGEOUS accusations and comments towards me during our phone call conversation regarding VW Burnsville not willing to pay for my Diagnostic fee. I am just going to list the major ones:
1) We sold the car at a loss.
A given attempt to try to make me feel sympathetic towards him and about my situation. Why should I care if you guys sold any car at a loss? I am the customer.
2) We gave you a free loaner car.
This is supposed to make up for not doing the job right the first time? Yes, you guys did this out of good will and faith but if the car was not sold broken this would not be applicable.
3) You were asking about free gas.
I was telling the Service Representatives that I felt it would be a waste of time/money (gas) for me to drive to and from Burnsville for just 1 speaker that VW Burnsville failed to fix already. Besides, VW Burnsville didn't fix it, Saturn of Burnsville replaced the speakers and VW Burnsville paid them. I made the comment that I had a Saturn dealership in Eau Claire and it would be more convenient for everyone if I just took it to them like VW Burnsville had just done.
4) Any other dealership wouldn't have covered what you are asking for.
My right passenger speaker was blown. When Paul made that statement I replied, "My speakers are covered under your warranty, is it not?" He said "Yes." I replied, "So why are you complaining about covering my speaker when it is clearly under my bumper to bumper warranty?"
5) You are taking advantage of us. You want us to fix all these things that are wrong with your car and WE have put more money into the car than what we sold it for. We have helped you so much and this is how you treat us? I can't believe there are still people in the world like you, trying to take advantage of people who are trying to help.
I was absolutely shocked when he said this. I replied, "Taking advantage of you? I'm just trying to use my warranty that came with my vehicle. How is that taking advantage of you? If you guys would've done a proper inspection before you sold it to me, I wouldn't even have to use the warranty you guys provided me."
6) You know *, everyone makes mistakes. Even that Saturn of Eau Claire makes mistakes, nobody is perfect. If we made a mistake than I'm sorry, we are not perfect, that is why you should bring your vehicle back to us to fix. If you bring it back to us, than I will cover the Diagnostic fee and we will install the proper speakers.
I told him again that we already had a deal before I left that he said it was OK for me to get the Saturn dealership in my hometown to install it and now he changes his mind? I also told him that I had already let them try to fix their previous mistakes and they screwed it up and fixed the wrong speaker, so I was not very happy already with their service performance.
I do not believe one should have to go through all this hassle just to be able to get 1 lousy speaker fixed. It is covered in the Luther Advantage warranty yet nobody at VW Burnsville could tell me it was. I am very disappointed in the service and the hospitality I received while going through this tenure process of getting my Vue repaired.
I have many relatives in the Twin Cities and I already have shared my experience with them. I will be notifying and telling this horror story of a nightmare to everyone I know. I am just so disappointed in VW Burnsville for being so rude and not very polite and helpful to a customer.
I will be sending this letter to the Better Business Bureau and usacomplaints.com. I hope that perhaps whoever is reading this letter will notify the correct people so that action can be made and perhaps the image of your company can be restored. You have certainly lost this customer but maybe you can save others.
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