Shane Roberts | Page 2

Crain Volkswagen of Fayetteville responded

At the time of purchase of his vehicle, Mr. Heskett wanted to have our dealership install a factory approved tow hitch. He was informed at that time that part of the process is that the manufacturer sends with the hitch a cutout template to produce an opening in the lower rear bumper spoiler, which is the black bumper skirting/fascia below the painted bumper cover. This gives access for the hitch to fit through so the customer can use the hitch. This is the only option the manufacturer gives for this model and trim vehicle. Mr. Heskett agreed and the parts were ordered and installed. Some time after the work was completed and Mr Heskett taking his vehicle, he grew dissatisfied with the visual aesthetics of the access point. While the work was completed correctly in accordance with manufacturer’s guidelines, Mr. Heskett’s opinion was that it was unsightly and looked different than those vehicles that arrive from the factory with the part preinstalled. His evaluation is accurate in so much as those installed at the factory have an additional shroud that seems to enclose the access somewhat more than the kit and instructions provided to the dealer for after sale installation. Mind you, the installation and look were done correctly by the manufacturer’s standards; we are now talking about the subjective opinion of looks by Mr. Heskett. Mr. Heskett spoke with my service manager and sales manager to explain his dissatisfaction. They brought the complaint to me and I contacted Mr Heskett. We went through his issue and I empathized with his opinion and issue. I reinforced that the manufacturer had relayed to us that they had sent us the correct parts and procedure and we had completed the job correctly. When he was still unsatisfied he asked what Volkswagen could do to make him happy by improving the look. We understood that he wanted to speak with them directly to determine if what we were telling him was accurate and to get satisfaction with his issue. He was provided their customer service number. After speaking with Volkswagen, Mr. Heskett was informed that we had indeed installed the correct parts and completed the installation correctly, cutout and all. He pressed the manufacturer for a better solution and requested they reimburse him the cost of hitch and labor. They denied his request. Still dissatisfied, he contacted me back to see if there was anything I was willing to do as the dealer for what he saw was a manufacturer oversight. Although we had no wrong in the matter, I provided Mr. Heskett with two possible solutions. First, we could see if a body shop could fabricate a shroud similar to the one on a factory produced piece and have that installed, and evenly split the cost. Second, We would comb through the multiple replacement options that Volkswagen provides body shops for the similar trim models coming with a factory installed hitch. We are not a body shop and he was informed that it was possible the piece would have to be retrofitted to his vehicle. Again we agreed to evenly split the cost. We advised him that due to the pandemic all these parts were on significant shortly supply or unavailable. It would take time get pieces in and we would have to visually see them to know which one would be the piece to work. Mr Heskett chose the second option. The agreement was made, over recorded line, that he would pay half, be patient with the process, and that this would make him happy and draw an end to the ordeal. Seemingly, that isn’t what has happened. As a point of emphasis, just to show how unconventional his request is and the lack of Volkswagen to intend such a part be used for this application or included in the original install kit; it took us 4 different replacement pieces of parts Volkswagen supplies to body shops for repairing wrecked vehicles with the hitch factory installed, and almost 4 months of waiting just to get a piece close enough that we could then retrofit to work. We were happy to do it. When the final piece that was to be used came in, we let Mr. Heskett know it had arrived, and the appointment was made for him to drop off his vehicle. He was advised that we had to do some retrofitting and that it could take some time. He agreed and we placed him in a loaner car at no charge while we began work. A note of interest, he brought us his vehicle caked in mud on the lower half of the vehicle all way around, and covered in the wheel wells. We had to spend a significant amount of time just cleaning that part of the vehicle so that we could begin the work. The job was completed and Mr Heskett was notified to come and get his vehicle. He came to pick it up and approved the replacement piece we had installed. He noticed his passenger rear wheel well body cladding looked slightly separated from his vehicle. Although it was not involved in the replacement of his other piece, we told him if we could get it covered under warranty we would get it replaced or at minimum re-adhered. He agreed. He also requested we do an oil change while we had it, and we said we would. Finally, he noticed on the driver’s rear upper bumper cover, separate piece to the lower bumper skirting we replaced, there appeared to be a mark in the clear coat of the paint. Very superficial and fine. We advised him that we had not done work on that part of the vehicle, that it was caked in mud when he brought it to us, and that it probably happened when he had the vehicle off the paved roads. We did however, in respect of the time it took to complete the overall job, offer to have that buffed out at our expense the next time our mobile detail professional was at the store. We told him we would schedule it with him. The passenger wheel well cladding was covered under warranty and replaced and the oil change completed. Mr. Heskett was contacted that the job was done and said he would be in that day to pay his portion of the bill, drop off our loaner, and take his vehicle. That is not what happened. After he was notified he took to the BBB and court of public opinion to file a complaint as a bullying tactic to not have to pay his agreed to portion. He has misrepresented and misled the facts. Mind you, this is an issue that arose out of his dissatisfaction with the manufacturer, not us as a dealer. After waiting 3 days it took me contacting Mr. Heskett personally and advising him I would have to have to get the police involved to get my loaner car back and placing a mechanics lien on his vehicle just to get him to show up and complete payment of the repair order, return my loaner, and take his vehicle. My team tries very hard to make our customers happy. Specific to this case alone, we stepped up in place of the manufacturer and provided financial assistance over his opinion the correctly completed job was not to his visual satisfaction. We have countless other examples where we do the same thing for others in the spirit of taking care of our customers. For some, sadly, their high level of expectations can never be met. I have to say that I am surprised that you continue to post such negative reviews when the facts repute your premise of sub par work. We wish Mr. Heskett and his family the very best wherever he chooses to get his vehicle serviced in the future and consider the matter closed on our end. Regards, Shane Roberts General Manager Crain VW