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Complaint Details
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Initial Complaint
01/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On January 14th 2023 I took my 2020 Volkswagen Jetta in for its ****** mile service. After check-in and speaking with the service advisor ******************* regarding an issue with one of the keys, he suggested ordering a replacement from the parts department. I proceeded with the recommendation and ordered the replacement from the parts department. An hour later it was discovered a replacement wasnt necessary. I called and requested a cancellation with *****. I was informed they could offer free programming but they typically dont offer any refunds. I explained again that the part was just ordered and I wouldnt need the key. ***** ask for me to hold briefly while he spoke with a manager, after speaking with his management and said come in Monday and they would issue a full refund. He apologized for the confusion and inconvenience of returning to the dealership Monday . On Monday January 16th 2023 I returned to the dealership, spoke with ***** and he directed me to the parts department. ***** was with a customer at that time and said he would be over shortly to assist. The parts manager *********************** said he didnt know anything about this order or promised refund. He was immediately dismissive and said no refund would be issued.Business response
01/17/2023
Volkswagen of South Charlotte honors any sale for parts or service. However, For VIN specific items, such as keys, there is no way to refund these items because they are made for that vehicle only. Once ordered, we can't cancel from VW, so cannot pass along a refund to the customer. Because of the confusion and miscommunication in this instance, and in the interest of customer satisfaction, ******************** will refund the price paid for the key as a gesture of goodwill.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.