Autohaus of Peoria

My wife and I have purchased several Porsches over the years. Both from authorized Porsche dealers and from individuals. I saw a used Macan on their website and noticed they added a lojack and ceramic paint protection that added $5k to the price.
Like vin etching, undercoating, fabric protects and extended warranties. Does Your Car Need Undercoating? - Consumer Reports < good explanation of the common dealer scams used today these are not necessary. I saw a car they had and offered to pay full price in cash less the lojack and ceramic coating as I did not want or need them. They said both has been already install and refused my offer, so I moved on. A couple weeks or so later they contacted me. I said I was interested in the Macan but as I said the last time I talked to them, I would not pay for the lojack and ceramic and I was told it was already installed. The salesperson said he would talk the GM and I was told a few days later the lojack and ceramic was not added to the car and they would accept my offer. I ended up not purchasing the vehicle and I sent them a letter explaining their practices were a little shady.
I don’t want to give a dealer that uses those techniques my money knowing it will just encourage them to continue those practices. I cant even imagine how shady their service department is. I have the option as everyone does to spend their money and give profit to companies that at least try to be reasonably honest. If one part of the business, let’s say the sales department, is willing to take advantage of their customers what would make you think any part of their business would not do the same. This morning I get an email – Under new management. Not a surprise but I would not hang my hat that anything has changed. Under every car a lojack is still included in the price. I would not do business with anyone who forces a customer to buy a product they don’t want and they make about $1000 off every lojack sold. There are much better dealers out there!

Last Wednesday my 2019 Volkswagen Jetta speed came to you in Peoria around noon or so. It had broken down on my on my way to work around 715 a.m. on South Main St in Washington.

When I spoke w the lady giving her details that the EPC light had come on and then my car died yet thankfully I was close to a side road to coast onto, street name was Cooper. From there between my insurance company, and you all, both not opening until 9, I sat for 4 hours making arrangements for the tow.

Now I had called same day at 12:04, making sure it had made it there. It did. Unsure if it would be looked at but could get me in on Friday at 930 a.m.

Friday came and I called at 2:05. Spoke with Nick. Who informed me that it was the harness to my fuel pump that was shredded. I asked how that happens. He said nice, " we get these all the time" I asked "how much would something like that cost and how long would it take to be done?"
Nick responded with 2 hours, could be done by 4 today and it's $400
I responded with " wow, don't touch it, don't do anything with my car, I will call you back!"

I then call around so I could get it towed back to my place as I had someone else who could repair it cheaper. So I call Nick back at 318 pm for Nick to inform me that it has already been fixed! We I was surprised obviously. First no one asked my permission to get it fixed yet also noone called me to say " oops" someone decided to fix it wout your permission! I obviously mentioned that several times to Nick. Who could care less along with Ben, the manager, as he told me, " well we can undo everything and you can do your plan B"

Again, WOW, unprofessional and condescending at its best!

Of course unless I paid for the repairs oh and on top of that, someone decided to put a new oil cap on? And do all my fluids and some point inspection. Again NEVER gave permission! So I was told if I don't pay, I don't get my keys!

I'm requesting my money back, or I will find a way to get a full return. This is stealing. No one had my permission to fix one thing on my car. Also, I could have submitted a claim with State Farm IF I was able to take pictures of the shredding BUT again, it was fixed wout my knowledge and so now that screws me as well for a return. Bottom line your service people are responsible for taking money from me, without permission to fix a single thing.

Now I'm sure this is falling on deaf ears, by the way I have treated so far but the Attorney General's office will also be noticed along with the BBB.

Appreciate your time
Krista Gresham

Sent from Yahoo Mail on Android

I am rejecting this response because: The steering wheel is not damaged it is defectiveThe leather is cracking and it is only months old because it did the same thing before and it is doing it againIt is doing this in places on my steering wheel now.With it being only months old the steering wheel is under the month manufacturer defect warrantyThis is what the volkswagen customer service department informed me

Our statement about repairs are as follows :Vehicle received in the service 08.25.2017 at AM to perform 23U3 , 24CV and 45FRECALLS 23URequired additional part that is coded to the VIN of the car and impossible to have in stock , Took till to receive the part from
Volkswagen Repairs performed by criteria's designated by manufacturer Customer showed up on at PM with concern of ABS and Brake light warning Vehicle attended and worked on right away and diagnosed as failure of ABS module ( Frecall states that new software may cause issues in the future of ABS module not accepting any further software advancements and new module may have to be installed - legal letter provided to customer by manufacturer stating facts ) Customer provided with alternative transportation and explained that part need to be coded by manufacturer to customer VIN and will take 2-days to arrive at dealership Part arrived on and was installed same day and vehicle released back to client free of the charge . Customer came back AM AIRBAG light was activated and customer requested to be checked Upon diagnoses was provided with estimate of $ to replace failed rear crash sensor He approved the repairs and we fixed the vehicle He was never charged any diagnostic fee as he stated We got no knowledge of any aftermarket parts available , we have legal franchise agreement with manufacturer and we only sell factory parts provided by Volkswagen and we do not control cost . There will be no reimbursement offered as we feel that we performed our duties as franchise dealer and per legal guidelines

To Whom It May Concern:This is in response to the above captioned complain.Please refer to the attached documents:1) Picture of damage versus defect from Volkswagen Warranty Information Guide, dated February, 20152) Picture of M** ***'s damaged steering wheelAs you can see from document #2, the
steering wheel in question was definitely damaged (i.escuffing) and is not defective (i.eleather separation, seam separation) as defined in the pictures in document #1.Based on the relationship the dealership had with M** ***, they did replace the steering wheel in August as a good will offeringMs *** returned to the dealership again with the same steering wheel issueWe do not feel we can replace the steering wheel again since there is no defect in the product no is it covered under the warranty.*** ** ***Senior Vice President - Underwriting & Risk Management

We are not at fault as we do not have control over how or when malfunctions happened We performed all the work per manufacturers specifications .Client was not forced to anything and have approved repairs

I am rejecting this response because:
The steering wheel is not damaged it is defective. The leather is cracking and it is only 5 months old because it did the same thing before and it is doing it again. It is doing this in 3 places on my steering wheel now.With it being only 5 months old the steering wheel is under the 12 month manufacturer defect warranty. This is what the volkswagen customer service department informed me.