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Bob Johnson Volkswagen of Watertown complaints

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18493 US Route 11
Watertown, NY 13601 | Get Directions

(315) 504-2329

http://www.bobjohnsonvw.com

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Bob Johnson Volkswagen of Watertown closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Bob Johnson Volkswagen of Watertown

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9/25/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

8/17/2023

I bought a 2018 Ram 2500 from Bob Johnson in Watertown last year (September 12th) the body of the truck had scratches in it. I took delivery with the understanding it would be corrected in the spring with a complete detail done. I started in early spring to get the issue resolved to no avail. I spoke several times to my sales representative (Patrick Eley) also the CX coordinator (Kevin Hutt) and taken my vehicle back to the dealership multiple times with no repairs completed. I located paint for them thru other Mopar dealerships NAPA stores and body shops. I even received a quote from a local paint shop (Boydeen Brook body works in Canton,Ny. The general manager is who I have been directed to but he will not return my calls. Resolution Sought Since it has been almost a year in waiting for the repairs (due to COVID and also moving to a new building) and not completing the repairs I would like to take the vehicle to my local repair shop and have Bob Johnson auto group pay for the promised repair.

Company Response

9/13/2023

Company's letter states: I have attached the We Owe slip signed by the customer that nothing else is owed. We did attempt to touch up the scratches here. We are willing to have our body guy look at the vehicle and see if we can make the scratches better. The vehicle was a used vehicle and w are not willing to paint the vehicle at an outside body shop.

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