ComplaintsforGrand Junction Subaru

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have called for weeks/months trying to get information on the extended warranty I purchased a year ago. I need to know how to get reimbursed for services through my warranty. I have been trying to find this out since October 2023. No one has gotten back to me. When I call, no one answers or someone answers from the Volkswagen dealership and cannot help me. Thank you.

  Business response

  03/07/2024

  We have a system that monitors all inbound phone calls called ********* and I have gone through and listened to every single phone call from **** ****** and the first call that we have at the store where **** talks about her extended warranty was a call that we received on Feb 3, 2024 and she asked one of our associates if her extended warranty covers brakes and if so how would she get reimbursed for them.  Our sales associate passed this information on to one of our finance managers and they explained to her that brakes are not covered under her extended warranty.  She called in two days prior on Feb 1,2024 asking if her car was finished in service and if we could pick her up and bring her to the dealership, which we did and not once did she mention anything about having an issue with not being able to get ahold of someone.  I have atached the call log showing the phone calls from **** ****** over the last 12 months and there is only one where she did not speak to someone and it was on Feb 5, 2024 @ 11:13 AM and then there is a phone called logged at 12:36 PM the same day where she spoke to one of our agents.  From what I can see, she didn't like the answer that she got about brakes not being covered under her extended vehicle service contract and reported us because of that. There isn't a single inbound phone call from Lisa Jacobs to either of our stores between July 3, 2023 and Feb 1. 2024. which the attachment I added will show.  

  Customer response

  03/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will point out that the records the business provided are inaccurate. I first reached out about my extended warranty in October 2023. Thanks! 
  
  Regards,
  
  **** ******

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