ComplaintsforCapital Eurocars Inc - Volvo, Volkswagen & Porsche

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle started with condensation in the headlight. Next thing that happened was all sorts of electrical issues. Took vehicle to dealership and left with them to fix. Heard nothing for 27 days then received a text message stating to call my insurance because there is a crack in the headlight and that caused all the other problems. They then said the vehicle was in an accident and that’s why there was a crack in the headlight. There was no damage to hood or bumper just the headlight at the seam. I said I didn’t agree and would contact customer service. Upon contacting customer service they said that my car should not have been there that long, and that they don’t see my car in the system as being in for repair. Additionally he said that I should have been given an estimate for repair. He forwarded me to an executive referral manager and I tried calling her multiple times for a total of 14 + days. Have been unable to contact her. So at this point it seems the dealership has all control!

  Business response

  09/22/2021

  From: ******** ****** <*********************>
  Sent: Wednesday, Septe**er 22, 2021 12:44 PM
  To: Info <*****************>
  Cc: ******** ****** <*********************>
  Subject: FW: You have a new message from the BBB of Northeast Florida complaint #********.

   

  Aisley ******,

   

  Please see complaint below…  I was notified of this complaint at the end of August and during that time was out of work for family matters and unfortunately had to be out again in Septe**er.  When I got back the office I had also received a letter. 

   

  I say all this to see if we can respond to this matter.  It did take some time as the issue was due to physical damage, which the customer did not want to agree with.  He finally did and we extended a 15% discount towards the repair.  The vehicle is repaired and the customer is satisfied. 

   

  Is there any way for us to respond at this time?

   

  Thanks for your help.

   

  ********

   

  ******** E. ******, Jr.

  Vice President & General Manager

  Capital Eurocars Group

  3963 W Tennessee Street

  Tallahassee, FL 32304

  Customer response

  09/22/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  After speaking to the next level at ** I was left with no choice but to pay for the repair. I have the headlight that was removed and from my inspection the crack appears in a seam which could easily be a defect. Even the Service Advisor I picked the car up from said he couldn’t believe what had happened and that at the very least the cost was not split between myself and ** or the dealership.

  Regards,

  ****** *****

  Business response

  09/23/2021

  In situations like this the proper protocol with ************* is to have the customer contact ******** with any issues the customer believes to be a product defect.  We suggested this to Mr. ***** and he contacted *************.  Capital Eurocars, on Mr. ***** behalf, responded to ************* after Mr. ***** contacted them.  ************* requested information related to the repair, CE sent all documentation needed including photos.  After inspection of the photos, which we also provided to Mr. *****, ******** deemed the damage to be outside influence and not a product defect.  Capital Eurocars offered Mr. ***** a 15% discount on the repair.  Mr. ***** approved the work and we completed the repair.  During the repair, which was extended due to having to get ** involved, Mr. ***** was in a rental vehicle at the expense of Capital Eurocars.  CE did recommend to Mr. ***** that he contact his insurance company due to the physical damage.  

  Capital Eurocars would like to take an additional step to satisfy Mr. *****.  This letter offers Mr. ***** a $500 credit towards any future service/repair at Capital Eurocars for this vehicle.

   

  Sincerely,

  ******** ******

  Vice President & General Manager

   

   

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩