James Bangor | Page 4

North Penn VW responded

Good afternoon Michael, We spoke on June 30 regarding your experience, and I wanted to follow up by reiterating my sincere apology. As we discussed, there was a clear breakdown in communication between members of our staff, and I understand how frustrating and disappointing that must have been. Your concerns should have been handled with greater urgency, and I am truly sorry that they were not prioritized the way they should have been. During our conversation, I offered several options in an effort to help restore your trust and assist with resolving the issue, including no-charge diagnostic and repair assistance at our dealership, complimentary towing and substitute transportation while your Passat was being serviced, or covering the diagnostic cost for your Passat to be inspected by another local Volkswagen dealership if you preferred to work with a different service provider. To help make that process as seamless as possible, I also proactively contacted the two Volkswagen dealerships closer to you and provided them with the necessary information so they would have pre-authorization for diagnostic assistance if your vehicle was brought to them. I also want to apologize again that you experienced the same concern after the repair was completed. If we had identified any indication that the issue was still present at the time of repair, we would not have released the vehicle back to you. If the issue has not yet been resolved and you would like to revisit any of the options I offered, please do not hesitate to contact me by email or phone. I would be glad to continue working with you toward a resolution. Sincerely, Ken Benton Service Manager kenb@northpennvw.com 267-956-1145

North Penn VW responded

Thank you for your wonderful review, Jenn! We're so glad to hear you found our team to be professional, efficient, communicative, and thorough. It's great to know your service experience earned your trust, and we truly appreciate you choosing North Penn Volkswagen. We look forward to welcoming you back for your future service visits. Safe travels! 🚗😊

North Penn VW responded

Hello Mr. Schrag, Thank you for your recent visit to North Penn Volkswagen. I'm sorry to learn that you experienced a SOS error after performing an over the air update. Our service team did perform the requested diagnostics to find the connected services module battery has failed. We've placed an escalated order for this and will continue to work on getting this part as soon as possible for you. If you wish to discuss this issue directly with Volkswagen you can use one of their listed contact methods listed under Customer CARE at the following website: https://www.vw.com/en/contact.html. We will be in touch as soon as more information on the part timeline is available. Sincerely, Ken Benton Service Manager

North Penn VW responded

Thank you for the wonderful review! We're so glad to hear your warranty repair was handled promptly and that the loaner vehicle helped make the process more convenient. We'll be sure to share your kind words with Jim Bangor—he'll be happy to know his communication and dedication made such a positive impression. We truly appreciate your trust in North Penn Volkswagen and look forward to serving you again in the future!

North Penn VW responded

Thank you for the wonderful review, Rita! We're thrilled to hear you had such a positive experience with our team. It's great to know our service department and Antonio provided the professional, friendly service you deserve. We'll be sure to share your kind words with Antonio and the rest of the team. We truly appreciate your support and look forward to seeing you again at North Penn Volkswagen!

North Penn VW responded

Thank you for your wonderful review! We're thrilled to hear James has consistently provided you with excellent customer service. Taking the time to clearly explain your vehicle's needs and keeping you informed is exactly the experience we strive to deliver. We'll be sure to share your kind words with James. Thank you for choosing North Penn Volkswagen—we look forward to seeing you again at your next service visit!

North Penn VW responded

Thank you for the wonderful review! We're delighted to hear that your experience was efficient, quick, and that our team kept you informed every step of the way. Providing excellent service from start to finish is always our goal, and we're especially grateful for your recommendation. We appreciate your business and look forward to serving you again in the future!