Re: Dealer Horror Story - Need advice.

[Chris Maresca <ckm@eainet.com>]

Here's what I would do, in this order:

1. Fax a copy of this listing and a detail of your complaint to the
dealer, make veild(sp?) threats of legal action if your situation does not
receive prompt attention, such as cc's to lawyers at the bottom of the
letter.

2. Send a registered mail copy of the same.

3. Contact your better business bureau and consumer protection office. Contact
the dealer's brand group (eg. VOA). 

4. Contact your state's emissions control office.

5. Send threating faxes and registered letters every day until solved.

6. Go there in person and demand that the car be fixed on the spot and to
witness the repairs.  Take pictures, make it clear that you are
documenting for legal action.

7.  Travel down to the local courthouse to pickup papers necessary to file
in small claims court.  Fill out the papers and send them by registered
mail to the dealer, do not yet file them in court. 

At each stage, set deadlines and checkpoints, follow up in writing when
these are missed.  Be proactive, set the agenda and the timeline. Make
sure you can document additional miles, take a camera with you to the
dealer, take pictures of you car.

Be ready to file a claim in small claims court.  Just doing 7 is enough to
scare the living daylights out of most people... But if you take the
attitude that you are willing to go all the way, it will make a big
difference in how you come across. 

Note, I am not a lawyer, nor do I play one on TV, and this is not legal
advice, so usual disclaimers apply.  If you have lawyer friends, now would
be a could time to ask them for some tips... 

HTH,

Chris.
'90 CQ

On Fri, 26 Jun 1998, Anderson, Scott (CCI IT) wrote:

> 		I'm looking for some advice as to a proper solution /
> compensation for the following dealer repair at a Minneapolis dealer.
> 
> 		This is long story, but if enough people are interested,
> I'll post the ending of the story when it becomes available.  Burnsville
> Volkswagon, if you're listening, get your act together!!!
> 
> 		Here's What has happened so far:
> 
> 		Mon, 6/15, 9pm - Traded in a '91 200 for 1994 Audi 100.  The
> 94 has a 1000 mile, 30 day warranty.
> 
> 		Thur, 6/18, Called Paul, the used car manager to let him
> know my reverse lights do not work and that there is a strong "rotting egg"
> smell coming from the car when driving it.  Car was independently tested and
> did not pass MN emissions.  Received quote for around $1000  for Catalytic
> converter + $300 labor.  Paul asked me to bring it in to look at it.
> 
> 		Sat, 6/20, I Made the 50 mile round trip for Paul to look at
> my car.  He agrees that Burnsville Volkswagon will repair the reverse
> lights.  He informs me that he needs to check with another location about
> the catalytic converter.  He will call me Monday with what he finds out.
> 
> 		Mon, 6/22, 3pm, have not heard from Paul.  I called, he said
> to get it in right away.  I cancel evening plans and make 90 minute round
> trip to dealer.  I was told that the car should be ready Tuesday night.  No
> loaner car was offered.
> 
> 		Tues, 6/23, 3pm, Have not heard about car.  Called
> Burnsville service department to make sure it was ready for pickup so as not
> to waste a trip.  They have no record of having my car.  Transferred to
> Shelly, the salesperson I had worked with.  Shelly stated my car was sent to
> the Audi dealer in Rochester, MN (90 miles away when have 2 Audi dealers
> within 20 minutes) for repairs.  Shelly stated the car should be back on
> Wednesday.
> 
> 		Wed, 6/24, 3:30pm, Have not heard about car.  Called and
> asked for Paul.  He's out of Town until Saturday.  Asked for Shelly.  He
> does not know what is going on with my car.  I called Park Place in
> Rochester to see if they still had my car.  They have not yet looked at it.
> They were not aware that the reverse lights don't work.  Jack at Park Place
> stated that my car was going to be shipped back Thursday.
> 
> 		Thur, 6/25, 3:00pm.  Have not heard about car.  Called Park
> Place, Jack stated that the car would not be back today, but would be
> "driven" back on Friday morning.  Is my car being driven 90 miles each way?
> Does that count against my 1000 mile warranty? 
> 
> 		Fri, 6/29, 10:00am.  Called Burnsville Volkswagon.  Both
> Paul and Shelly are out.  I asked to speak to service.  They have no record
> of my car, nor do they see it.  They will check to see if it is there and
> call me back.
> 
> 		Fri, 6/26, 10:15am.  Called Park Place to see if the car
> left there.  It has, asked them if they fixed the reverse lights.  They said
> they did not and that Burnsville Volkswagon can fix those.  No repairs were
> made to the catalytic converter either.  They said it tested fine.
> 
> 		Fri, 6/26, 10:30am, Shelly left me a voice mail letting me
> know that the car was ready to be picked up.  I called him back, asked if
> the reverse lights were working as Park Place did not work on them.  He will
> check and get back to me.
> 
> 		Fri, 6/26, 1:30pm, called again because I did not get a call
> back.  Asked for General manager.  He's out until 6/30.  Asked for his
> replacement, was hung up on.  Called back, asked for GM's fill-in,
> transferred to new car manager.  Explain part of the story, he interrupts
> and transfers me to Paul, who I was told is out of town (but really isn't.)
> Paul says car is ready.  I explained that Park Place did not look at reverse
> lights and that the Burnsville service department has no record of working
> on my car.  He will go test reverse lights to see if they work and call me
> back shortly.  
> 
> 		Fri, 6/26, 3:00pm, Paul did not call me back.  I called and
> asked for him.  They said he left but would be back on Saturday at 8:30am.
> Called back, asked for service, my car is just now entering the shop, 141
> hours and 200 miles later!!!  They are only working on the reverse lights,
> and know nothing about the catalytic converter!  They stated that they will
> call me when it's done.  The dealer put 200 miles on it, they'd better fill
> it with gas and wash it to say the least!  
> 
> 		Fri, 6/26, 3:45pm, Shelly, the original sales person, called
> me and told me that me car will not be ready until Monday 6/29, a full 7
> days after I dropped it off.  I asked for a loaner car.  He said he would
> check with his boss and call me back.
> 
> 		Fri, 6/26, 3:50pm, Received voice mail from Paul. He said
> that I could either authorize the repairs (does that mean I pay after all?)
> or come and pick up the car now.  Although he didn't mention it, I guess
> that means no loaner.  I never received a call back from Shelly.
> 
> 		Fri, 6/26, 3:55, I called the service department to find out
> what this "authorize" meant.  They did not know who was paying for the
> repairs, just that Paul "dumped" it on them a short time ago.  I told them
> to proceed as long as there is no cost to me.  I guess I'll cancel all my
> plans for the weekend since I do not have any transportation.
> 
> 		In summary,
> 		The car has gone over 400 miles (the dealer put on 200) and
> will have been out of service for 7 full days just for warranty related
> items in the 1 ½ weeks I've owned it!
> 
> 		So, what should I do?
>