Business ProfileforCapilano Volkswagen Inc.

My wife and I had leased a 2017 ****** in that year for 4 years. There was an agreement whereby we could acquire the vehicle at the end of the lease if we wished. We decided to do just that. We sought and obtained a bottom line payout and a date to visit their establishment. We had a money instrument created for a specified amount which include the payout, a charge for doing the paperwork and taxes. We received this communication from a someone in the leasing management. We obtained our bank draft for the sum of $20K+ and went to their premises on the day agreed to. We transacted the ownership transfer and left with the ******. When we left we did not know that a certain relatively important part was missing for the vehicle. There was a special nut remover missing that was required to remove any of the four wheels on the ******. We had asked if they could please provide this to us and we would pick it up when we were in the city. They said no. I complained through ** ****** and they threw the problem back to the dealership as they wanted nothing to do with it. I felt ,at the time, that having an ***** couple ** *** ** *** ** **** *** driving in a vehicle that could not readily receive roadside assistance, without being towed to a ** dealer was disingenuous. They said that they would remove the Keyed Nuts and replace them, at their cost, but we could not get a 'keyed' nut remover. They would replace them with regular nuts and we would lose the security of the special nuts for what to us is still a valuable vehicle. We have been away for a couple of months this fall and haven't contacted them since. I cannot understand why a simple matter such as this could not be handled to our satisfaction. ***** ******* ** *** ******** *** **** **** ** ***** *** ** ****** ******** ***** ****** ** *** *******  We both were less than pleased with their attitude We felt the inconvenience to them was trivial and do not undertand why they refused to give us the key.