Brad Larson | Page 2

Grande Prairie Volkswagen responded

Grande Prairie Volkswagen participates in the Dealer Rater Certified Dealer Program. We are committed to providing high quality customer service, but based on your Dealer Rater review, you did not share that experience. That is disappointing to us, and through this program we have the opportunity to work with you to resolve any issues with your experience at our dealership. I am sorry to hear that you felt we let you down. Grande Prairie Volkswagen does have to follow the policies and procedures set forth by Volkswagen Canada, regarding warranty claims. We would like to learn more about your concerns and how we can assist to work toward resolutions and ensure your satisfaction. Kindly contact the General Manager, Darcy Burrell at 780.532.7222 or via email at dburrell@gpvw.ca . Thank you for bringing your concern to our attention as it is Grande Prairie Volkswagens intention to provide the best customer experience possible 100% of the time.

Grande Prairie Volkswagen responded

Grande Prairie Volkswagen participates in the Dealer Rater Certified Dealer Program. We are committed to providing high quality customer service, but based on your Dealer Rater review, you did not share that experience. That is disappointing to us, and through this program we have the opportunity to work with you to resolve any issues with your experience at our dealership. I am sorry to hear that we let you down. After investigating your concerns with the service manager, I would like to offer you our sincerest apology for the lack of communication on our side. Unfortunately, there were a few factors that did prolong the repairs to your vehicle, as previously explained to you. Grande Prairie Volkswagen is obligated to follow Volkswagen Canada protocol regarding vehicles that are out of warranty and require special consideration for goodwill assistance from Volkswagen Canada. The original approval from Volkswagen Canada was for 70% of the repair cost. Grande Prairie Volkswagen fought on your behalf to obtain 80% coverage. Regrettably, it took longer than anticipated to secure this special approval. Gathering and verifying service records also held up this process. Grande Prairie Volkswagen have done their best to eliminate as much inconvenience to you as possible by providing you with a loaner vehicle. Should you wish to further discuss your concern, please reach out to the general manager, Mr. Burrell. He would welcome the opportunity to further discuss your experience at our dealership so we can learn where we can make further improvements to our customer experience, 780.532.7222. Thank you for bringing your concern to our attention as it is Grande Prairie Volkswagen intention to provide the best customer experience possible 100% of the time.