ComplaintsforCapilano Volkswagen Inc.

• Initial Complaint

  22/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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.

  Business response

  29/12/2021

  They bought the ****** Aug 13 /2017 and the wheel lock key was part of the deal. The only time we saw the vehicle again was Aug 13/2018 oil change only. So the only confusing part is that

  they never changed or rotated there wheels for 4 years?  Did some repair shop lose it rotating tires or putting on snow tires on? 

   Please tell ** **** to see me and ill have a new set of wheel nuts install for him.

   Its important contact me first so I can set up installing the the wheel locks with the service department at no cost.

  Thanks

  GARRY S*******  604-985-0694 

  Customer response

  29/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  Hi ******
     I have read the reply from Capilano and although I cannot believe the misinformation provided therein, I am OK with getting them to provide a Keyed Nut Removal Adapter and PROVIDE that Key to us (* *** ******* **** **** ***** ******** ** ***** *** **** ** ** ** * ****** **** ** ***** ** * *** **** ** ***** ****), so I might have and use it going forward. That would be a reasonable solution to our issue.  Before I go forward with this solution I would like to provide a reply with my corrections to the misleading notes GARRY S******* provided today in his reply. Our corrected version regarding the ****** and our interactions with Capilano, during the period from August 13, 2017 until today, are set out below.  It is absolutely unbelievable, to me, just how little Mr S******* knows, or aparently bothered to find out, about our very reasonable requests since acquisition of our ****** this year.
  
  1.0   First we did NOT BUY said vehicle on August 13, 2017 rather my wife actually LEASED it at that time.
     His reply says "They bought the ****** Aug 13 /2017 and the wheel lock key was part of the deal."  I say "My wife actually Leased it at that time for four years and it is the policy of ** not to provide the Key, for said vehicle during the term of the ** Credit Lease".  This may be to ensure we had to return to their establiskment to get all work done or at least a ** dealer to get any wheel/tire repairs done during the lease.  I get that and that is not what we are discussing.
  2.0  His reply says "The only time we saw the vehicle again was Aug 13/2018 oil change only. So the only confusing part is that they never changed or rotated there wheels for 4 years?" I say "During 2019 we were intending to take the ****** in in early 2020 but COVID arrived.  When we were there in August 13, 2018 there were so few Kilometers on it we jointly agreed that nothing but an oil change was required.  The lease allowed for 12,000 km per year average over the term of the lease without penalty.  At the time of buyout in 2021 the vehicle did not even have 30,000 km on it so I suspect that it had 6,000 to 7,000 km on it on Aug 13/2018.  Their was no sheduled service requirement for anything other than the Oil Change mentioned in his reply.  COVID and our advanced age dictated that no other service was undertaken anywhere and that includes Capilano.  Because of COVID we neither drove very much not have need to rotate tires, in our opinion.
  3.0  His reply says "Did some repair shop lose it rotating tires or putting on snow tires on?".  Because of COVID we neither drove very much not have need to rotate tires.  The interesting thing is the Key WAS NEVER in the leased ****** dictated by **/Capilano Policy.  They repeatedly told us by phone, after the Purchase earlier this year, that the Key was never in the ******.  How could 'some repair shop' possibly lose a key that was never there?
  4.0  His reply says "Please tell MR **** to see me and ill have a new set of wheel nuts install for him."   I say "  I don;t need a "new set of nuts" I only need the key which is used to remove them.  There are only about 30 or so different ones in their entire system for these keyed wheel nuts.  I JUST NEED A KEY THAT WORKS ON MY WHEEL NUTS.  Their are four wheels but and only one 'keyed lug bolt' per wheel. Hence only 'ONE SPECIAL REMOVAL KEY' is needed as it fits that one specially keyed bolt on each of the four wheels.  All they need to do is find one that fits in my existing wheel lug nuts and that is it.  Their offer to pay for that item is the crux of this dispute as they have been talking in circles, **** * *** ****** *** *** ****** *******.  No just one simple keyed adapter which will allow me, or anyone else who actually purchased a new ****** in 2017 would have been provided by ** when they took possesion of that vehicle.  This is really not rocket science, just a simple clean and correct statement of what they will do.  ** *****
  5.0 His reply says "Its important contact me first so I can set up installing the the wheel locks with the service department at no cost."  I say " Give me the 'special security key' that is required to remove 4 bolts (lug bolts) on our ****** and do NOT replace any thing like he keeps mentioning "installing the the wheel locks". Why he continues to keep mentioning, even in his summary baffles me.  NOTHING needs to be installed on our vehicle and for that matter nothing whatsoever needs to be replaced either.  **** **** ** ****** *** ****** ****** ** **** *********** **** ** *** ****** ** ****** ********* ********  **** ** ***
  
   I have included a direct copy of his reply for clarity and thoroughness at the bottom of this communication.  Thanks for working on our behalf to resolve this comp[laint ...
  Robert
  
  
  PS: I have copied his incoming reply, received by me today, to make it easier for you to follow my comments above.
  ******, I have put together a possible reply I would endorse sending to Capilano if you are in agreement.  It is setout at the bottom of this writeup.
  
  Incoming Reply is set out below ------->
  
  They bought the ****** Aug 13 /2017 and the wheel lock key was part of the deal. The only time we saw the vehicle again was Aug 13/2018 oil change only. So the only confusing part is that
  
  they never changed or rotated there wheels for 4 years?  Did some repair shop lose it rotating tires or putting on snow tires on?
  
   Please tell MR **** to see me and ill have a new set of wheel nuts install for him.
  
   Its important contact me first so I can set up installing the the wheel locks with the service department at no cost.
  
  Thanks
  
  GARRY S*******  604-985-0694
  
      <------- End of Mr S*******'s reply I have received and read today December 29, 2021
  
  
  To make it easier for you, I have written a reply to Mr S******* and it is as follows.
    *** *** *** would be willing to have Capilano provide the Lug Bolt Keyed Adapter (a small and specialized adapter) that is appropriate for the removal of certain lug bolts from their specific vehicle.  They feel that you actually have them coded as to which one it would take.  If your computer information system is capable of providing that information perhaps you could simply just mail the item to their address, which you do have on file.  If not, they consent to visit Capilano **, by apointment at their discretion and your agreement, for the express purpose of having someone try various Keyed Lug Bolt Adapters until the appropriate one is found and then turn it over to them so they can have the means to remove a tire or whatever, as they see fit.  If this is acceptable please advise.
  
  
  Sincerely,
  ****** ****

  Business response

  31/12/2021

  We only have a internal master set of wheel locks that the service department uses to take lock nuts off. So we need Mr ***** ****** so we can take off the old wheel locks with our master set and replace them with a new set that come with a new locking nut that they will keep. So unfortunately they will have to come down at there convenience to get it done. Or if  they have someone there that can take the old ones off I would be more then happy to mail them a new wheel lock set. Please let me know what works best

  thanks 

  Garry S*******

  Customer response

  04/01/2022

  
  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.
  
  Sincerely,
  
  ****** ****

*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. ↩