Strong Volkswagen

Strong Volkswagen responded

Kayla, Thank you for your review and feedback. We are pleased to know Antonio was able to help you get into at car that met all of your wants and needs. We value your business and look forward to working with you more through out your ownership of your new vehicle. Please let us know if you need anything. Strong Volkswagen Team!

Strong Volkswagen responded

Sara as you know we have made every effort to try and work this out. Here are the facts that you have agreed to be true. Matt and Toni made an honest mistake on the trade value and called you before you wasted or spent anytime to come to Strong VW and told you the trade value mistake. It was $1500 difference and that is why they called to ask "If you want to proceed with coming in or if they should shred all documents that they had." You elected to proceed with the sale and come down to the dealership at the exact trade value that is printed on your purchase agreement. There was no foul here in regards to the trade value. In regards to the vehicle you traded in and was upset that you had to go down to the DMV to correct the title.. The title was already signed by your ex-husband . This puts any dealership in an awkward spot because your ex-husband could call at anytime and say that it wasn't him that signed that title and ask us to produce the vehicle to him which we would be obligated to do. That means the monies we gave you we would be out . That's why we asked you have the title put into your name since you were trading it in. In regards to the zero percent you had been referred to Matt by a mutual friend and Matt wanted to roll out the red carpet. You had asked about the selling price of the vehicle and zero percent interest. Matt sent you over in an email all the incentives offered by VW and all fees sales tax and out the door numbers for each incentive. Which you opened on June 4th at 712pm. Later you had asked Matt if we had zero percent which he said that we did have. When you came into the store you completed the sale with Alex who had the sheet that Matt had sent you and he went over the sheet in person and you elected for the Lease To Own price because VW had more incentive on that in discount than the Zero percent. All the incentives and prices that were offered to you at your home are an exact match to the prices you were offered again when you arrived at the dealership. You brought up to Alex the Zero Percent price and Alex explained that the savings at zero percent isn't as great as the Lease To Own discounts. Which is pretty standard for all manufactures because the rebate turns into Interest Rate savings. Bottom line is the lowest price that was available you accepted and went with. There was absolutely no price increase because you had already chosen the largest incentives from the manufacturer. That price was the same at your home, when Alex presented it to you, and is also on your purchase agreement. All are exactly the same. Never was Zero Percent available with the large discounts nor where they ever offered because it is not something VW would give us to pass along to our customers. We truly wish they would. In regards to Joe Martins follow up he was never directed to contact you. Every salesperson and employee of Strong VW is empowered to do the right thing by the customer versus wait for a manager. We don't leave things up to management we empower the staff to do the right thing, When we spoke to VW Care they did not feel we were in the wrong and needed anyone to reach out. Had we known there was additional support or help that was needed we would have reached out. We offered to sit down with all parties and come to a decision that would work for you and we still have that opening that you had asked for on Tuesday at 10AM. We truly hope you will keep this appointment

sara warren responded

thank you for this very thorough reply. As we discussed, the 1500 was a mistake and part of the process and is absolutely up for review. This sounds like a common mistake on your part and other people should be informed that this may happen. As we also discussed emailing a price increase might not be the best way to inform clients of a new price based on previous communications. Joe Martin has not been in contact with me and got a 0 Star rating as such. HE NEVER CONTACTED ME. He was well informed of the situation at hand and decided it wasn’t necessary to follow up on a customers poor satisfaction and literally told me he trusts his employees to do that for him. Insane!!!!

Strong Volkswagen responded

Bryan we pulled out your file and in January 2016 the only thing we offered was Lifetime Car Washes. In late 2017 when we got into the new facility it improved to what it is today. There has never been a charge for VIP ever. I am sorry for the experience you have had that is NOT what we want our customers to experience. I will get with all parties to make sure this never happens again to our customers. If you'd like I can get you registered to the new VIP program. If its something your interested in, stop by the store Mon thru Friday between 9am to 5 pm and we will get your vehicle registered. Ask for Joe Martin

Strong Volkswagen responded

I spoke with everyone involved and we have corrected our process issues that we made mistakes on. We are terribly sorry for this misunderstanding and understand that we have lost your business. Thanks for the information giving us the opportunity to correct our processes.