Terry Volkswagen Subaru

Review: On 6/30/16, I bought a 2012 Mazda 3i Touring Sedan from Terry Subaru in [redacted]. On 7/3/16, as I’m driving it, I heard a flapping & then a scrapping noise. Pulled over & found the front driver’s side mud flap gone & the wheel well protector pulled down. Got it home, took pictures, sent it to Terry & was told to bring it in. On 7/5/16, as I’m driving to Terry, the whole piece comes off & is rattling around in the wheel well. They assure me it will be taken care of. I also tell them that the front end is groaning every time I come to a slow stop or let up on the brakes – I’m told it’s just those types of brakes (I’m just a stupid woman – what would I know about how brakes are supposed to sound). They had machined the rotors & put the brake pads on the car in 1/16 when they purchased it. 5 weeks later it’s still not done & it isn’t until I email the General Manager ([redacted]) & threatened to go on every social media available that I get a response. Profuse apologies, it’ll be done. They come get my car & I send a note with it detailing exactly what needs to be done per my agreement with the Assistant Sales Manager ([redacted]) because I just want to get this all over & done with & don’t want there to be any question as to what needs to be done. Brings me the car back – hadn’t even touched the brakes – same loud groan, same decibel level (hoped I’d go deaf during the day & not notice or I’d get so frustrated & give up?). Made them come back, get the car & take it back. Emailed General Manager again. Fix this, make this right, this is Terry’s last chance before I go public. Profuse apologies, will make this right, not because you’re a woman, all our fault, will take care of this & make sure it’s done right. Replaces brake pads & rotors – finally the brakes are fixed. As I’m driving home, I hear a scrapping noise. The exact same piece that had come off before & they took 5 weeks to replace was coming off. Pulled into [redacted] parking lot, called General Manager, told him to send someone with another car for me because I wasn’t driving it anywhere. Profuse apologies, sales guy be there in 15 minutes. 40 minutes later I call to find out where this guy is & he’s still at the dealership. The tech wanted to come along & he was still with another customer. Perfectly fine to leave me waiting until they get around to getting to me whenever that might be. Profuse apologies. On my way. When he gets there, I also inform him that the back end is now making noises that it wasn’t before they got hold of it which I heard when driving over the rough downtown roads. Emailed General Manager this. Told him this is the last time they get their hands on my car &, if I get it back again & it still isn’t right, I’m taking it to my mechanic & they’re paying for it.

I have never had such horrible service in my entire life. The incompetence & ineptitude is staggering. I have felt patronized, disregarded & disrespected by their Service Department – parts not ordered (both Assistant Sales Manager and General Manager confirmed this), not calling to let me know what was going on, repeatedly assuring me over the 5 weeks that this was going to be taken care of, patronizing me over the brakes. I was patient, I gave them every opportunity & I warned them twice that I would tell every soul I could reach how horribly I’d been treated if they didn’t make this right & told them it wasn’t a threat, but a fact. I will never, EVER have anything to do with them whatsoever & I highly suggest you don’t either unless you want to be disrespected, strung along for weeks on end & have to return your car to them multiple times to try to get it repaired. I have pictures & emails to back up everything I claim.Desired Settlement: Repair the wheel well protection shield permanently. Locate & repair whatever is causing the noise that is now coming from the back of the car that was not there prior to 8/11/16 when it was delivered to them. Examine the car from top to bottom to make certain that they have created no other mechanical problems before returning it to me. A check for $1,000.00 for time lost & emotional & physical pain caused over since 7/5/16.

Business

Response:

There we several attempts made to repair the inner fender liner from being pulled loose. We were unable to determine why this kept happening. The rattle from the rear of the care was determined to be the customers jumper cables rattling. As a result of not being able to rebuild the customers confidence in our dealership, I refunded the customers entire purchase and customer was satisfied with that. [redacted] GM/VPTerry VW Subaru

Consumer

Response:

While the details provided by the dealership are not entirely correct, I did sell the car back to them & this matter is resolved. No further action will be taken or requested.Thank you for your assistance.

Regards,

Review: I took my wife's vehicle to Terry Volkswagen to have a known issue repaired (rear main seal). I dropped the car off on April 5/2016 I was informed that the car would be ready to go in 2 days or less. On the second day I had to call Terry Volkswagen because I had heard nothing. They then informed me that they found some other issues and if I would like to have those fixed, Which I agreed to. This was on Friday April 8th they said it would be done by Tuesday April 12th. These subsequent repairs still pertaining to the engine oil system for the engine. Again I had to call them on Tuesday to figure out if my car was ready because they would never call me I always had to reach out to them. So I go in Tuesday to pick up my car and as soon I as I pull into the parking lot I can see the vehicle it was backed into a spot up against their building. I immediately noticed a stream of coolant coming out of the bottom of the car. This to me is interesting because at this point I have had no work done to the coolant system so I do not know why it would be leaking. I informed the manager who said they would take a look at it even though he was sure before even looking at it that it was not their fault. So I leave again and he tells me he will call me to let me know what the outcome is. Once again I wait 2 days and I hear nothing from them so I call and they tell me it was a hose that was bad and they will have it fixed by Tuesday April 19th. I went in Tuesday to pick up my car. I pay them the bill and get in my car to leave. I go to pull out of there parking lot and my car dies. This is a car I've owned for almost 2 years and its never broken down on me or cut off like it did on that day. So I was able to coast it back into their parking lot and once again I have to have them look at my car for an issue it didn't have before they worked on it. So the manager tells me they couldn't figure it out immediately so I would have to come back after they had someone look at it. I did not hear from them again until once again I had to call them a week later on Tuesday April 26th at which time I was informed my car had been ready for about 5 days but no one bothered to call. So I pick up my car and it seems to be running and driving well at that point. So at this point they have worked on both the oil system and coolant system for the vehicle. On Tuesday April 28th I was preparing to head out of town for the weekend so I went and check the oil and come to find they had no put any oil back into the car so it was 2 quarts low on oil. At this time I also check my coolant since they didn't bother putting oil back into it after they worked on it I figured they would have done the same thing with the coolant. Not to my surprise the coolant reservoir was almost completely empty.Desired Settlement: I think the business should give me a refund of 1545.86 because the work that was done was not done correctly or up to industry standards.

Business

Response:

Mr. [redacted] was contacted yesterday by our Service Manager [redacted]. The two parties agreed that Terry VW Subaru would refund half of Mr. [redacted] repair cost due to the miscommunication and complete satisfaction with the service performed. Terry VW Subaru was not contacted by Mr. [redacted] prior to contacting the Revdex.com and we assured Mr. [redacted] that in the future, please know that issues such as these will be handled to the customers complete satisfaction. It is also important to note that the original complaint of the oil leak, was taken care of. Our reputation is very important to us all here and hope that we my be able to regain Mr. [redacted] trust in our dealership for any future repairs. Sincerely [redacted] GM/VPTerry VW Subaru

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Repair of fuel pump and regulator done while visiting Virginia. We departed with the assurance of a "12,000 mile full year warranty on all parts and services at any VW dealership." Terry VW was notified immediately of the problem fueling and gas gauge not reading correctly. Response was "you must be trying to fuel too fast." Arrived home in California to have car evaluated at [redacted] VW. Fuel sensor found to be free floating in tank. When asked to cover the expense of this repair, Terry VW noted "non-factory" parts on the fuel module assembly thereby voiding the warrantee. Upon evaluating the bill, it was determined that this fuel module assembly was the very part that they had replaced, Both the [redacted] VW and the Terry VW refused to honor the warrantee because they determined that the entire part was "non-factory" This is the part they installed and at no time advised us that they were installing a non-factory part that would void any warrantee. Terry VW refuses to pay for the repair and [redacted] VW "just can't do anything."Desired Settlement: Although this car had an oxygen sensor replaced one month earlier, this was their first diagnosis. That was over $472. When that didn't solve the problem, the fuel pump and/or regulator were needed. They determined that we needed both. Neither of these seemed to solve the problem of the car stalling in the rain. We encountered heavy downpours on the way home several times which seemed to fix itself when we simply stopped for a hour to allow the car to dry out. Another observer noted that the distributer is positioned very low on the chassis and perhap some insulation or undercoating would solve that problem. The bill at Terry VW was $1990. The "estimate" at [redacted] VW is over $1000. This represents fraud of any dimension and punitive damages will be sought.

Business

Response:

In reference to the Ms. [redacted]'s service visit on 6/6/13 , her 1995 Volkswagen Realta was towed into Terry Volkswagen for a No start concern after vehicle left them on the side of the road from losing engine power. After the Realta was diagnosed , the concern for the engine shut down and no start were both being related , verified the fuel pump had failed not sending any fuel to engine for run ability. In order to run the Realta would need to have the Fuel module assembly replaced . The parts and labor totals were presented to Ms. [redacted] , also including the time frame of the parts if ordered on the day of , Ms. [redacted] proceeded to inform myself that she needed to get back on the road as quickly as possible due to the down time she had already spent , I then presented Ms. [redacted] with the alternative of installing an aftermarket fuel module assembly in which the parts would be shipped overnight due to availability . Ms. [redacted] then agreed to have the aftermarket part ordered and installed. After repairs had been made , Ms. [redacted] was on her way to California, while in transit she had called with concern that she couldn't tell if the Realta had any fuel in the tank, due to the incorrect gauge reading on the cluster. Ms. [redacted] advised me that she would be cautious and keep an eye on fuel levels by stopping at gas stations every so many miles to refuel until destination was reached. Once in California I received another call from Ms. [redacted] stating the Fuel module assembly was the concern , the float that indicates readings on cluster had become dislodged. She had also made mention that she wanted a full refund and wanted the cost of the new repairs to be paid in full. We have since been in contact with the Attorney Generals Office and have presented a resolution to [redacted], which is the mediator between Terry Volkswagen Subaru and Ms. [redacted]. We at Terry Volkswagen Subaru would like to resolve the concern without negotiations , by following the the process below . We will send the required Volkswagen Genuine parts below for the repairs to be made. 1. Part #s for Said Repairs are : 1J0-919-133 for seal ring 1H0-919-651-P for Fuel Pump with housing 701-919-673-C for Fuel Gauge Sender 701-919-679-J for Flange for Vehicles with Auxiliary Heater. ·Terry Volkswagen will also supply call tags for the return of the Said Faulty Parts , so there will be no expense for return shipment. · Upon retrieving the Said Faulty Parts , Only then will we issue the payment for labor performed on the installation of the Parts that was provided . We Thank You for your assistance in the matter. Buddy Davis , Fixed Operations Mgr. Terry Volkswagen ###-###-####

We have had a wonderful experience with this dealership, Terry Volkswagen Subaru. We purchased our first car from them 6 months ago. Due to the perfect customer service they displayed with our first purchase, after 6 months, we came back in and purchased another car. Their dealership made everything in the process so easy and enjoyable. Not just the purchase, but also the service. I must say that we were extremely impressed with their service department especially.The entire process was fast and easy. This is a dealership who truly cares about their customers!

I do not wish to include too much identifying information or drag this review to be any longer than it needs to be. Simply put I want to express the fact that my most recent experience at Terry VW was extremely positive. I had previously visited Terry VW for routine service and recall only positive experiences. More recently, I brought my vehicle in with a problem I was unable to diagnose on my own. Terry VW was able to diagnose the problem and the shop foreman showed me exactly what was wrong and the options available to remedy the problem.

After contacting a VW representative, the service department decided that the rather costly repair necessary to properly address the problem would be covered by VW in full.

I want to express my gratitude to the service department at Terry VW and to VW corporate their generosity.

Review: I was told one price on a vehicle through email and when I drive over 2 hours to buy the vehicle I was told that they had made a mistake and couldn't sell it to me.Desired Settlement: Sell it at the price I was told in the email.

Business

Response:

After reviewing all corresponding emails, I can not find any quotes of $47.000. What I do see is a quote from us of $50,000. We had since lowered the price further in an attempt to meet the customers needs to 49,000. I never like to have an upset customer leave out store confused however in this case I do not see where we have made any mistakes. I will be glad to reimburse the customer for his fuel to drive 4 hours. I will provide the customer with a $100 fuel card. [redacted] GMTerry VW Subaru

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Please send the fuel card

Regards,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Previously we had a disagreement and through the Revdex.com [redacted] agreed to send me a 100 dollar fuel that because his employees had lied to me. Well 1 month later and I still do not have the fuel card. I feel as if it should be a 200 dollar fuel card now because that is twice his company has lied to me.200 dollar fuel card issued to me due to the the GM himself lying to a customer through the Revdex.com.

Regards,

Business

Response:

My sincere apologies,I asked the salesperson to take care of this and upon receiving this follow up, I was informed that they had not done that. I am personally handling this now and the fuel card for $200.00 we be mailed today.Thank you[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Here it is the end of the week with nothing received as promised. This is getting a bit rediculous. It shouldn't take 4 days to receive a letter from [redacted] to my town. Regards,