Auto repair delay causes Fishers rental car complaint

Auto repair delay causes Fishers rental car complaint

COMPLAINT: Troy and Traci Bahler, Fishers, Ind.

"We dropped off our car at Tom Wood VW due to a noise coming from the dashboard. The next day, they called with the diagnosis: the noise was coming from the blower motor.

"They contacted the warranty company, which approved the work, so we'd only have to pay the $75 deductible. When we got the vehicle home, it was evident the noise hadn't been fixed.

"We made another appointment and dropped the car off, this time picking up a rental car. They called the next day with a different diagnosis; however, our warranty company wanted to perform an inspection prior to authorizing repairs again.

"On a Monday, repairs were authorized and the parts were ordered. We inquired about picking up the car while the parts were on order, but they told us this wasn't an option.

"We explained that our warranty company would only pay for the rental car for seven days. They said this wouldn't be a problem since our car would be finished on Thursday or Friday at the latest.

"On Thursday, I called to see if I could pick it up. The service coordinator told me the parts were there, but it wouldn't be done until the next day. They called us late Friday and informed us the car wouldn't be ready until Monday.

"On Monday, we picked up the car, and the warranty company paid for the rental for the seven days. I called the service coordinator regarding the extra rental days, telling him they should be responsible since they couldn't deliver the car as promised.

"He explained that company policy prohibited him from paying for the rental unless I had purchased the car from them.

"The warranty company paid more than $2,800 for their repairs, but their policy prevented them from taking care of a $99 rental bill caused by them not being able to fix the car in the promised time."

DESIRED RESOLUTION: "I want to be reimbursed for the $99 rental bill."

STATUS: Resolved

Editor's note: Bahler accepted Tom Wood VW's offer of a $99 account credit and considers the matter closed.

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