H.A. Boyd VW, Inc.

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Complaint: ***
I am rejecting this response because:As stated in my original letter I have an unresolved problem that I have paid for twiceI told the manager that he would not be happy if he had his vehicle to a garage to be repaired and the work was not done correctlyIf it had to go back I am sure he would not want to pay again for something that was not resolved the first timeIn my circumstance I have been back multiple times and paid twice without resolutionHim offering to do a complete teardown, involving as he states, multiple hours is not satisfactoryWhy would this establishment do the same glue job three times? I trusted them to fix my VW, I paid them to correct the problem not follow protocol...I don't believe a good mechanic would do the same thing over and over again when it isn't correcting the problemI was told that there no breaks, tears or kinks in my lines the last time I had it in and now they want big bucks to do a teardown without a guaranteeI have no confidence in this dealership and will not throw good money awayFunny or not so funny to me that I was not told that the leak was not fixed until we got into a dispute over being charged again for same problemTo me it adds insult to injury! Charge me again for doing nothing to fix the problemNo not resolved
Regards,
*** ***

No response necessary....only further inflames the unhappy customer.

This is a typical communication problem.  With this customer,  attempting to explain a repair and procedure process is not welcomed.
 I agree with her. I want to fix this problem for her once and for all involved, including VW of America.
This repair...

will require a total tear down of the sunroof apparatus including the tracks and frame to allow a removal and first hand inspection of the drain tubes (4) and sunroof track which channels water. These are the most common causes of a leak in this vehicle.The tear down is multiple hours of labor and the customer wants a guarantee that it can be and will be fixed. This guarantee cannot be made until the tear down occurs. It could  be a missing weld in the structure or another unknown cause.
The original complaint along with the water leak was a noise when opening and closing. This tear down activity was presented to her as well with the recommendation of living with the noise to save multiple hours of labor @ $90 per hour.
H A Boyd follows VW of America protocol and guidelines with repairs advice...sealing drain tubes is the repair advised.
HA Boyd offered to have a VW repair executive make a visit with an appointment in the future.
H A Boyd VW has accomodated customer with free of charge loaner car and other services to ease the stress when the car is in our shop.
Being out of warranty there is no reason for a customer to believe than any work performed would be free of charge. Sometimes any problem needs additional time and effort.
We worked on the car September 2013 for the sunroof leak, then September 2013 for a sunroof noise, October 2013 for sunroof leak with no charge.from us  and now May of 2014 for the leak..... see attached repair orders. Most recently the customer actually came in for a VW recall/service action as shown on the repair order and stated that she still has a water leak. Communication to us at that time that her expectations were to not pay for any labor or repair attempt would have been prudent.
We will charge appropriate amount for our labor for each visit in attempt to repair the leak and still realize that the whole mechanism should be torn down at the customers request and expense with no absolute guarantee of a repair. That repair can only be made if a problem appears to us after tear down.
I realize that this is not an ideal situation but even with extended warranties as an example,  the customer must pay for a "tear down to point of failure" before any problem can be reapaired.
I do not feel that a refund is warranted.
 I did offer to tear down to point of failure at her expense and authorized to credit the same amount of the last repair to ease the additional cost of the attempted repair. I thought that would be fair and show the customer our concern and desire to repair.
I hope that this helps.

Review: Purchased new [redacted] from H.A. Boyd in 09. Noticed interior floor carpet was wet when vacuuming and water stains on headliner in August of 2013. Vehicle in for service, stated sunroof drains leaking at connections. Paid 170.00 for service. Stains reappeared in October and vehicle taken back stated they resealed connections. No charge.

My vehicle is always parked under cover at home and at work I park in a garage 85% of the time. 2 weeks ago I noticed the headliner was stained and wet after a heavy rain when parked in lot at work.

I called and took vehicle back for service. I was charged 195.80 to again reseal drain connections. I disputed the charge but the manager said I could not have my vehicle if bill not paid. General manager needed to talk to service manager and would contact us next day about the charge. We discussed that the vehicle is parked undercover and have paid for same repair before.

I needed to call business next day, no call to us. General Manager [redacted] said that any work needs to be paid for, that's how it works. My view is I already pain for the service which did not correct problem. He told me that he never said what they did fixed my leak and in fact that if they sprayed direct heavy water flow to area I still had a leak. I again said I should not have been charged and he said they his men followed protocol for the problem. Then he changed his story to apply this charge not first charge to diagnostic tear down of complete sunroof, which he said would be hours and hours of work which he did not guarantee repair. Also said I could be into over 3,000.00 before he was done. He said he was trying to save me money.Desired Settlement: I want the charge of 209.66 refunded. This is about being charged for service that has not corrected the problem and them knowing a problem still exists but not sharing that information until we got into a dispute. I will not allow this garage to work on my vehicle again. I have spent good money with no repairs and if I had any idea that I was going to be charged again I would never had taken it back this time. I have also contacted Customer Care at [redacted] regarding the continued problem.

Business

Response:

This is a typical communication problem. With this customer, attempting to explain a repair and procedure process is not welcomed. I agree with her. I want to fix this problem for her once and for all involved, including VW of America. This repair will require a total tear down of the sunroof apparatus including the tracks and frame to allow a removal and first hand inspection of the drain tubes (4) and sunroof track which channels water. These are the most common causes of a leak in this vehicle.The tear down is multiple hours of labor and the customer wants a guarantee that it can be and will be fixed. This guarantee cannot be made until the tear down occurs. It could be a missing weld in the structure or another unknown cause. The original complaint along with the water leak was a noise when opening and closing. This tear down activity was presented to her as well with the recommendation of living with the noise to save multiple hours of labor @ $90 per hour.H A Boyd follows VW of America protocol and guidelines with repairs advice...sealing drain tubes is the repair advised.HA Boyd offered to have a VW repair executive make a visit with an appointment in the future.H A Boyd VW has accomodated customer with free of charge loaner car and other services to ease the stress when the car is in our shop.Being out of warranty there is no reason for a customer to believe than any work performed would be free of charge. Sometimes any problem needs additional time and effort.We worked on the car September 2013 for the sunroof leak, then September 2013 for a sunroof noise, October 2013 for sunroof leak with no charge.from us and now May of 2014 for the leak..... see attached repair orders. Most recently the customer actually came in for a VW recall/service action as shown on the repair order and stated that she still has a water leak. Communication to us at that time that her expectations were to not pay for any labor or repair attempt would have been prudent.We will charge appropriate amount for our labor for each visit in attempt to repair the leak and still realize that the whole mechanism should be torn down at the customers request and expense with no absolute guarantee of a repair. That repair can only be made if a problem appears to us after tear down.I realize that this is not an ideal situation but even with extended warranties as an example, the customer must pay for a "tear down to point of failure" before any problem can be reapaired.I do not feel that a refund is warranted. I did offer to tear down to point of failure at her expense and authorized to credit the same amount of the last repair to ease the additional cost of the attempted repair. I thought that would be fair and show the customer our concern and desire to repair.I hope that this helps.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:As stated in my original letter I have an unresolved problem that I have paid for twice. I told the manager that he would not be happy if he had his vehicle to a garage to be repaired and the work was not done correctly. If it had to go back I am sure he would not want to pay again for something that was not resolved the first time. In my circumstance I have been back multiple times and paid twice without resolution. Him offering to do a complete teardown, involving as he states, multiple hours is not satisfactory. Why would this establishment do the same glue job three times? I trusted them to fix my VW, I paid them to correct the problem not follow protocol...I don't believe a good mechanic would do the same thing over and over again when it isn't correcting the problem. I was told that there no breaks, tears or kinks in my lines the last time I had it in and now they want big bucks to do a teardown without a guarantee. I have no confidence in this dealership and will not throw good money away. Funny or not so funny to me that I was not told that the leak was not fixed until we got into a dispute over being charged again for same problem. To me it adds insult to injury! Charge me again for doing nothing to fix the problem. No not resolved.

Regards,

Business

Response:

No response necessary....only further inflames the unhappy customer.