Hall Imports

Chris Scott is a phenomenal guy to work with at Hall Imports. He takes each customer and offer seriously, does extra leg work with his managers, and takes very good care of his customers. Unlike some reps, he genuinely wants to make a deal with his customers and is efficient in doing so. He's a very fair, professional, and a honorable guy in the car business (which I have found to be somewhat rare)!!! If you are looking for a competitive dealership with a sales rep who WILL take care of you as a customer and do everything he can to make a fair deal, look no further than Chris Scott and the Hall VW and Mazda dealership. You won't be disappointed!! Would definitely purchase another vehicle through Chris again.

-2011 VW Jetta buyer

The worst experience of my life. We fly from NYS to purchase a used 2012 Golf TDI. They would not [redacted] with the asking price at all stating that well the had overpaid at the auction for it. Well we proceeded to purchase the

Golf as I stated we fly from NYS as we where quite interested in the car. I am sure they used this to their advantage. After we purchased the car when they went to bring it around to us the tire pressure light was on. So we wanted them to fix it. The car was certified so you figure things have been fixed and up to date. WRONG The parts department had no idea of what to do. When they figured it out they said it could not be fixed at this time. The sales manager gave us 50.00 to be used for the deductible when we took it in to

get it fixed at a different dealership. The MDI cord was missing and we had to fight tooth and nail to have them replace it. They insinuated that it was not part of the car. But it is in the package and should have been with the car. The sales-person [redacted] was new and new very little about what he was doing. Then when we left to return to NYS in the car we get about 50 miles down the road and discover Cruise control was broke. I called them and they stated "well we could bring it back and they could order the part" but what could we do. Had to keep driving. The car was $23,000. You would think they could have been a little more helpful.

They should be ashamed of themselves. I have bought other cars out of state under same circumstances and was never treated so badly in my life as I was treated by the people at this dealership.

Great experience at Hall Imports as I recently bought a new 2015 Mazda CX-5. Sales consultant was Josh Barkstrom and he was wonderful -- knowledgeable, friendly, patient, fun to work with. Hall staff worked hard with my company CEO to finalize details for trade and purchase...look forward to coming back in 5 more years!

Review: The Dealership initially quoted me around $1115 with an additional $85, around $1200 total prior to taxes (price reflects a 10% discount as initially agreed as well) then a different person proceeds to call and quote me quickly over the phone $1400 (prior to 10% off) which would come to around $1260 after the 10% which still was not the same as initially quoted but I was on the road and did not realize that the price was raised. Only to in the end be refused to release my vehicle unless I pay $1660. Raising my price $460 from my original and agreed upon quote.Desired Settlement: I'm not going to be forced to pay an additional $460 above my agreed upon qoute to get my car back. Not going to do it, and considering they are now withholding my vehicle and wasting my time and money while being <Word Rejected> about it if this goes on I'm not sure I even want to pay my initial quote anymore.

Consumer

Response:

On Tue, Jul 7, 2015 at 7:59 AM, [redacted] wrote:

Recently purchased a Mazda3 from hall imports this past Friday the 18th of April. [redacted] was extremely helpful and gave a personalized experience for me when going through the car buying decision. The cars running great and I would recommend anyone to go visit him if in the market for a new car.

Review: brought my 2007 mazda in in march 2015, battery kept draining. I was told after much looking it was a body control module, at a price of about $800.00. I said no at first and then on April 8, they ordered part and put it in. About 5 weeks later the car was doing the exact same thing, brought it back, they had it for days and changed some fuses. As long as the battery is fully charged there is no draw and therefore, they think it is fixed. Twice it was brought back for the exact same problem of battery completely losing charge, each time they had it for at least 10 days and each time the car would die for them and they could not find out why. They would charge the battery and say there's no draw and its fixed. The last time they put in a mazda battery saying the car should have the name brand battery and fully charged again, no draw. When I left that time I said it would be about a month and it would happen again as they did not fix it. I told them several times I deserve my money back as they did not fix it, they refused. Well I called them back on August 26th telling the VP, he said he would talk to the service managers and get back to me. Well that did not happen as of today. He admitted electrical problems are hard to find, but I paid 800.00 for them, a mazda dealer, working on a mazda car, to fix the problem and it keeps reoccurring and each time they send me home with a full battery saying its fixed.Desired Settlement: I just don't want to go back again and have the same issues, its happened 3 or 4 times before, not just once. I want the refund.

Business

Response:

As stated with the conversation with the ** back in August electrical problems can be very hard to diagnose. It is common to start with the known problems and work backwards to uncover the root issues as there may be more than one. We feel this case is no different. We had cause to replace the junction box because we proved that by removing fuses we could diagnose the module to be drawing 220-390 milliamps that would cause undue wear on the battery causing is to fail and/or drain prematurely. Also a contributing factor to the complications of this repair is the vehicle history, this car is titled as a rebuilt/ salvage meaning that at some point it was considered a total loss and rebuilt and may or may not have used original manufacture parts and proper repair techniques. This makes diagnosis very difficult because the technician is dealing with so many unknowns. This is an inherent risk in purchasing a salvage title vehicle and therefore why they usually come with a significant price concession over clean title vehicles. It remains our position that the junction box was a contributing factor to the battery draw but admit that our diagnosis may not have gone far enough to uncover all problems that may exist. For that reason I would offer Mrs. [redacted] 2 free oil changes for her inconvenience and frustration.

Business

Response:

I understand that the vehicle is still doing the same thing but that does not change the fact that the part replaced was proven to be malfunctioning. We can continue to work on the car but it will not be for free. However, I would proceed with caution based on the vehicles history of being rebuilt. I can offer this further work to be done at the same rate that we charge our own employees but there will be a charge.

Consumer

Response:

Review: On 9/5/2013 I purchased what was advertised as a certified pre-owned vehicle from the named dealership. I live in [redacted] and had problems with the vehicle and after going to a Volkswagen dealership in my state found that the car had been in a previous accident. I then called the dealership to speak with the service manager about the issue and was in a nutshell told sorry about your luck. The car is also rusting in spots that Volkswagen warranty will repair but in the areas where the previous accident occurred they will not honor repairs. I am very let down that a dealership of such high quality would treat this as a non issue as I went to an independent shop in our area also because Volkswagen will not give me paperwork to substantiate my claim. I have a signed letter stating to the findings by [redacted] Mgr., [redacted] ###-###-####. I believe that [redacted] of [redacted] ###-###-####/###-###-####. My problem with the whole matter isn't that I got a car that made it through the cracks but the unwillingness of the dealership to view me as valuable enough to make things right with. I do understand that they may not have known but APATHY is no excuse for responsibility.Desired Settlement: I am not unreasonable by any level but I would like an apology and an outcome that would have me to understand and know that they are who they say they are. When I am ready to trade this car I will not get the value of a car that was sold to me under such a high standard and I just want what is fair.

Business

Response:

While reasonable process is conducted to ensure the customer is getting what is expected, from time to time there are some cars that do not show signs of damage until later. We run both auto history reports- Autocheck and Carfax of which I have recently run again and they still do not show any accident history. Then when the car arrives it is given a visual inspection for any repaired frame damage or substandard body repairs. This car at the time of sale was 3 years old with 63K miles, so it it not out of the question for a previous repair to have taken place. It is now 5 years old with, I'm guessing somewhere around 80K miles. Buying a used car comes with inherent risks for both the dealer and consumer buyer and therefore has a considerable price concession over new. Part of this benefit of lower price includes the risk of a situation like this. The only reasonable remedy I can think of is when the time comes for Mr. [redacted] to trade the car off, we would provide him with a full trade value of the CC in what ever condition it may be in at that time and not deduct for any previous body work like he fears in his complaint.

Business

Response:

I am left to assume that what Mr. [redacted] is asking for is a check to compensate him for the repairs that he feels are necessary on his vehicle. I am sorry to inform him that we would also perform the work but our dealership paying another dealership to do it is out of the question. I realize that coming this far to have the work done is highly inconvenient, but I feel is the only reasonable remedy in addition to the one I offered in the previous response.

Consumer

Response:

Review: I had my vehicles alternator replaced due to a old & warn out alternator & hall imports replaced my alternator with wrong alternator of a previous generation vehicle engine which has resulted in approximately $6,000 or more in damages to electrical components. Those components are as listed: 2 New Cooling Fans, 2 Melted Fuse Box & 2 Alternator Cable Wires, A Crank Shaft Positioning Sensor, 4 to 5 new batteries plus the cost of replacing the alternator with the right part number alternator for my specific vehicle including the cost of vehicle diagnosis inspection fees & rental costs while vehicle was in service. Hall Imports Also Banned me from the dealership because they never took responsibility for their actions & mistakes on repairs that were never done right with the right partsDesired Settlement: $6000 Plus Certified Check

Business

Response:

As I stated to Mr. [redacted] on the telephone, my offer of replacing the alternator and cable (which is what I am told is currently wrong with the car) free of charge still stands. It is our position that if the alternator were in fact the cause of the listed items, these problems would have presented themselves much, much faster. The alternator repair he is referring to was done on 7/26/12, more than 2 years ago. Further, the car in question is now 12 years old with well over 100K miles and unfortunately this model has been prone to electrical issues. Asking for $6000 I believe to be irrelevant and over reaching. This is purely a goodwill offer. If Mr. [redacted] does not feel comfortable coming to the dealership, the repair could be done at our facility on [redacted] in [redacted] that he has visited as recently as 4/18/14 when he had his emissions checked.

Business

Response:

A monetary settlement is not an option at this time. If Mr. [redacted] feels the alternator is the issue than we will remedy that issue but there is no way to definitively say that is the cause for $6K in problems. The items listed (cooling fans, crankshaft pos. sensor etc) are very common items to be replaced in that vintage Jetta regardless of what alternator is in the car. We have extensive sales history on all of these parts suggesting failure of these items is not uncommon and cannot be directly attributed to the alternator, if in fact it's wrong.

Consumer

Response:

Review: My vehicle had alternator problems on 1/30/15. When the tow truck brought it to the facility on Saturday, 1/31/15, there were no forms or envelopes in the exterior service box, so I typed a letter to the service department advising that the problem was the alternator and that the battery was 2 days old. I put it in a plain envelope with the vehicle key, and dropped it through the drop slot (a copy of the note can be provided upon request).

By 9:14am the following Monday, I still had not heard anything from the service department, so I called to get a status. [redacted] said he’d just logged it in and would call after they tested the alternator. He left a message at 11:41am confirming it was the alternator, that he needed an ok to do the repair, that it would cost $700.00 plus tax, and that the part wouldn’t be in until later that day so the vehicle wouldn’t be finished until Tuesday. I called back and left a message for [redacted] and/or [redacted] to say not to do the work yet, so I could discuss the cost with my husband. I called again 24 minutes later and spoke to [redacted] to advise I was declining the service and going elsewhere. He asked how much the other place quoted me, so I told him. Four minutes later, [redacted] called to explain that there were two levels of alternators available – a new one or a Bosch. I stopped him and said, instead of wasting his time explaining it to me, would he discuss the part with my husband? He agreed, and called my husband at 2:40. They spoke for 4 minutes, in which Mr. [redacted] offered a new fee of approximately $400. plus tax and to extend the warranty out for a year. Already disappointed with Hall (since I’d requested the estimate based on a rebuilt alternator in my original letter), my husband declined the service. Mr. [redacted] said there’d be a service fee for services performed, and that we could pick up the vehicle any time. Thinking that I had authorized “services” of which he was unaware, my husband said we’d be in the next day to pick it up.

When I spoke to my husband that night, we realized that neither of us had agreed to any services or charges. We advised in our initial note that the alternator was the issue and that the battery was only 2 days old. We did not understand why there were charges when the company website clearly states they perform free estimates (a copy of the webpage can be provided). Unfazed, we assumed we’d speak to someone when we picked up the vehicle.

When we arrived to pick up the vehicle, we were directed to “the cashier.” When she gave us the total, my husband asked why it was so much. She replied, rather nastily, “Because that’s what it costs.” Since that really didn’t address the question, he qualified by asking why it cost so much just to test an alternator, and she said they had done a number of tests. He asked why, when we had advised that the alternator was the issue and the battery was new? At that point, noting she was getting angry (and not knowing why), I interrupted and said, “So we don’t waste any more of your time, can we speak to the [redacted]?” Instead of replying “I am the [redacted],” she raised her hand over her head, tilted her head, and with a sneer on her face, waggled her fingers in the air at us. I was so shocked by the unprofessionalism of this, I literally took a step backwards.

My husband asked what tests were done, and she said they tested the alternator and the battery. He again asked why the battery was tested if they knew it was only 2 days old, and she said that even new batteries are faulty. He replied that that test consisted of merely hooking up a machine and reading an output, which would take a maximum of 5 minutes. With a raised voice and a nasty undertone, she snapped, “You don’t know what test we did. You don’t work here!” My husband replied “I don’t have to work here to know this is ridiculous. Then let me talk to the person that did the work.” She answered, “You don’t have to speak to him – I handle this. This is what it costs and you had the car brought here, and you agreed to have us diagnose it…” At that point, I stepped forward said “Absolutely not. That is completely untrue. I never spoke to anyone about any charges or any diagnosis issues. I knew what the problem was when I brought it in.” She turned away from me, the legal owner of the vehicle and the primary contact, and said to my husband, “That’s what it costs. We tested the alternator and the battery and did other tests!” He AGAIN asked what other tests, and she just stared at him.

I then asked to speak to her boss, but she merely glanced at me and looked right back at my husband, who asked again, “What other tests? Nothing else was necessary. We explained it all in the note.” She again said nothing, I again asked to speak to her boss, and she again completely ignored me. She said to my husband, “This is what it costs. If you don’t pay it, you don’t get the car.” At that point, my husband, although not yelling, did raise his voice, and said “And that’s why you’re not getting the work!” and walked away from the window. He turned back to speak to me, and she pointed her finger at him as if he were a child, and said “One more word from you and I’m gonna call the cops!”

At that point, her behavior had become so inane and so inappropriate for the conversation that I paid the bill without looking at it and left. Not only was I stunned at her lack of control, but her lack of knowledge regarding the services performed (about which she was arguing), her attempted fallback to fabricated information, her lack of ability to hold an adult conversation and her kneejerk response to threaten police involvement – more befitting a seedy bar in a bad neighborhood at 2am than to a car dealership - was astonishing.

I later called the facility and spoke to [redacted], who advised that she was the Assistant [redacted]. He said that he advised my husband that they tested the alternator, tested for any parasitic draw (there was none) and tested the new battery. Not being able to attest to the conversation he had with my husband (because I wasn’t there), I didn’t have too much to say, so I basically just listened. In his defense, he used all the right buzzwords to placate me, even though I was not angry or unreasonable. Although he heard me out and assured me that he would handle it internally, I hung up feeling like he really didn’t understand what I was saying to him, and the $100.00 fee was still not justified (or even fully explained), since the three tests he listed were all diagnostic tools performed in the practice of putting together an estimate.

Only then did I review the invoice. The invoice only reflects a check and test of the alternator, and none of the other “services” that Mr. [redacted] delineated or that were nastily spat at us by the Assistant [redacted]. Neither of them ever mentioned any check of the vehicle’s computer controlling system, either, which should certainly have been involved in any type of comprehensive system check. In addition, #4 on our invoice reads “PERFORM COMPLETE INSPECTION ADVISE ON TIRE TREADDEPTH(sic) (GREEN/YELLOW/RED) INSPECT TIRES FOR WEARREPORT (sic). ADVISE CUSTOMER ON MAINTENANCE NEEDEDAT (sic) NEXT VISIT” (see attached). Not only did no one ever list this service when attempting to justify the charges, but we were never advised of anything having to do with our tires or any other maintenance. On top of that, there’s an additional charge totaling $8.96 for “shop supplies.” I can’t even guess what supplies those would be.

All in all, we were surprised by the high total charges we supposedly incurred. If we had walked in and the charges were $30-$40, we never would have batted an eye. If the prices were delineated in the forms that were supposed to be in your outside box, then they should have been made clear to me when I called at 9:14am. Since I clearly stated in my letter that there were no forms available, we obviously could not have reviewed or agreed to anything stated therein. The atrocious [redacted] treating us like naughty children and literally threatening us did not help at all, either.

I sent an email to the [redacted], the [redacted] and the [redacted]. None of them have even acknowledged the charges or explained why their employee threatened us and threatened to keep my vehicle hostage.Desired Settlement: I have a printed copy of their website (www.milwaukeeautobodycenter.com?) that clearly lists free estimates. Some type of apology for their employees outrageously disproportionate response to our questions, threat to keep my vehicle and threat to call the police would be appropriate as well.

Business

Response:

The "free estimates" applies to body estimates only and that is why it is only available for view on milwaukeeautobody.com and not our main page of hallcars.com and in no way does it refer to any mechanical work. I apologize there were no night drop envelops available as this form would have cleared up any confusion about the diagnosis charge. Based on this technicality, I will gladly refund the $114.53 in question. There will be a check cut shorty and sent to the listed address.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

After spending almost two-thousand dollars at this establishment, that we thought we could trust. We return to get our vehicle and find that things were thrown around, rummaged through, and all the change in the vehicle was stolen. Personal information, including pay stubs and addresses were rummaged through that were hidden in the center console. This was noticed immediately, and when brought to the Service Attendant [redacted], he said "he'll look into it" and provided 2 free oil changes, "that come at a cost to the dealership." He then called the next day, said he informed his manager, and that he hopes that oil changes were good enough, and once again informed us how "valuable" the oil changes were. We called back, spoke to his manager who "was not informed of this theft." After all of this, we contacted the police department.

SO amazing! They restored my stolen car to better shape than it was before. They did everything to calm my nerves and made a crummy situation so much better.

I went to Halls Imports in Brookfield, WI to purchase a used vehicle. Ended up feeling lied too, mislead, and overall negative vibes from the sales manager named Jerry. The salesman told me that the sticker price of the car ($13,900) was the market value and non-negotiable. When I offered to show him reputable internet resources that listed the fair retail value of the car significantly less he replied by saying, "I believe you." He said he would try to talk his Sales manager down to $13,500, (3 Days later the same car would then be listed at the same dealership for $12,900.)
When it came to attempting to finance the vehicle for $13,900 I had my first dealing with Jerry the sales manager. He surprised me by saying that I had a credit score over 70 points lowers than what my bank had told me I had before and after my visit to this dealership, (I have reasons to believe the score Jerry said I have is inaccurate). Jerry then made me feel like it would be impossible to find a lender that would finance me, at the same time asking me what APR % rate other dealerships had already approved me for. This felt like a tactic that made me feel like garbage and really bothered me long after I left. Being put off by this encounter, but still wanting the car. I decided to apply for loans through my personal bank. A day later the salesman told me that they had another purchase option available and he would call back with the details. He didn't call back until the next day with no explanation, and then told me that I could be financed with $2,000 down, but he didn't know the interest rate or minimum monthly payments that went with this option. He said he would call back with that information. Hours later I attempted to reach him, but he wouldn't answer. The second attempt I had to leave a voicemail in which I told him I would like to set up an appointment for 9:15 AM the next day to secure him with my down payment and to please call back with the particulars of the loan. Hours later I received a call from Jerry. Jerry then told me that the only way to secure this loan was to provide proof of full coverage insurance, valid drivers licence, proof of residency, proof of income, (he wanted even more than the basic requirements I had already provided days earlier), a cell phone or land line bill with my name and address on it, (he didn't know if a billing statement would suffice for this requirement), then 6 references.... 6 names, addresses, and phone numbers of people that I know, and $3,000 down, and 13.9% interest. ALL of this I found to be very weird and degrading. The cell phone bill request being very Odd, it had to be a bill with my name and address or my parents cell phone bill if I was under their plan, and in no way did this have anything to do with proof of my residency. The 6 references was like an insult because it seems odd and excessive. Another thing that bothered me was how the salesman who was getting all of the financing information from the sales manager called me saying I needed $2,000 down, then hours later, Jerry the sales manager, tells me it is $3,000. Not only were they not willing to work with me throughout the most basic negotiations as I attempted to purchase a vehicle through Hall Imports, I felt degraded from there treatment with what seemed like their sales tactics, and most importantly I felt lied too. Overall this was very negative vibes and a negative experience for me.
It's hard enough when your shopping for a used car, because every car has many differences and there are few to choose from. When I find one that meets my wants/needs that I can afford and then I have to go through something like what I experienced it toys with my emotions. Versus shopping for a new car where I can choose the exact make, model, color, and specs I want. This left me frustrated and disappointed.

Review: I leases a [redacted] from Hall and from the first day that I picked up the car it has been in and out of the shop with issues.

The power steering still is not in working order on my car and every time that I take it in Hall says "They can't find an issue", even though many people who ride in my car can hear and smell this issue.

I don't think this is how a business should be run.Desired Settlement: I would just like for Hall to take the car back and for them to pay off the lease.

Business

Response:

According to our records we have had the vehicle in recently for the following issues

7/5/13 - A noise was reported from the car when the steering wheel is turned to the left- we found this to be the case when it is turned all the way to the lock position which is the case with any car. Second a burning smell was reported from the car which we could not verify

3/29/13- The vehicle had a steering gear replaced under the factory warranty

1/2/13- A door lock was replaced under warranty

9/10/12- Poor acceration was reported, we could not verify the concern

1/18/12- the vehicle was towed in becasue of a no start concern- we diagnosed and replaced a fuse under VW factory warranty

While I'm sorry that Ms. [redacted] has had some issues with her Passat, we at the dealer level have done what we can to resolve the problems. If there is still a major quality problem perhaps VW of America could help, but I believe she has already contacted them. It is worth noting that Hall had arranged to trade out of this Passat to another under the very similar terms as the 2012 and the offer was declined. We are open to working out a solution as we were before, however taking the car back and paying the remaining balance is not one of them.

Regards-

Business

Response:

We have driven the car to verify the complaint and after reviewing our paperwork, the car came into the shop with [redacted] miles and left with [redacted] and a test drive with the service manager is documented on the repair order. I'm sorry but taking a car back after 1.5 years is unfortunalty not an option.

Consumer

Response:

Review: I purchased a certified pre owned 2010 Volkswagen gti back in April of 2013 that was still under factory warranty as well at the time of the purchase. After purchasing the car immediately after driving it off the lot I noticed an issue with a squealing noise (this was on top of a couple of other issues that the dealership was already aware of) during a cold start. I called the dealership and was put into contact with the used car manager. I was told that when I bring back the car to fix the other issues that they would inspect the car for this issue as well. After bringing the car back, I was told that "I need to use the brakes more and the noise will go away. That happens to my Jetta as well" by the service writer. Feeling that this may be a plausible reason, I drove the car off the lot once more thinking everything will be okay. In November of 2013 the car was brought back again for a service as well as an inspection for the same noise coming back. I have now noticed that the noise only occurs during cold starts during cold days. After the car was serviced the service writer told me that they could not duplicate the noise. He also proceeded to tell me that the last service writer I spoke to was let go "because he would tend to make up excuses as to why cars made noises." His response was to lubricate the caliper guides and that should take care of the noise. After doing what was recommended by the employee I found there to be no difference and the noise continued on. While driving through this past winter this noise had progressively become louder and now there was a slight vibration through the clutch pedal. After experiencing the vibration, I took the car back to a different dealership to see if they could diagnose the problem. After only 3 hours of investigation they deemed the clutch springs have failed and that a new clutch, flywheel, and throw out bearing are recommended. After receiving this information I immediately brought the car back to hall Volkswagen and provided them with the info I received from the other dealership. After keeping the car overnight to diagnose the issue, they were able to finally replicate the noise and also state that it was the same needed parts to fix the problem. I was told that I needed to pay for all parts and labor on the vehicle because it is not covered under the certified pre owned warranty. I explained to them that I already knew this but they sold me a defective car right from the beginning and that I reported the issue with them immediately. I was then put into contact with the used car manager to sort out the issue because it was "now out of the hands of the service department." After picking up the car that day, my father, who was there with me for the purchase of the car, and I came back to the dealership the next day to speak with the manager. As we sat down I explained the whole scenario with him and as to where we stand now. He immediately questioned as to why I took it to another dealership to diagnose the problem and as to why it took so long to report the issue. I tried to explain to him that it was taken to another dealership merely just to see if they could figure it out, and that I had been reporting the issue to him from day one. After explaining this, the manager became somewhat irate towards my father and I and proceeded to tell me it is my fault and that the issue should have been diagnosed immediately in order for them to take care of it. I then presented him with the paperwork from the first time bringing the car back in and he stated it's not his fault that they duplicated the noise and was deemed to be a braking issue. He then said "I am going to have to refuse to do anything after it has taken you this long to try and take care of the issue." After realizing this was going no where I requested the district manager's number to call and try to explain the situation with him/her. The manager then refused to give me that number as well and instead gave me the number to Volkswagen customer relations. After doing this, his parting words were "call that number and have Volkswagen pay for it because we aren't." I have made two attempts to report this issue to his manager via telephone call and no response has given by this dealership in any way.Desired Settlement: I would like Hall Volkswagen to stand by their product and their claim to great customer service. I feel that all parts and labor should be covered by the dealership due to the fact that this was a known issue immediately from the start and that nothing was done to rectify the situation from the beginning. An apology from the used car manager seems to be in order as well for the irate reactions and outbursts towards two customers as well.

Business

Response:

Could Mr. [redacted] send me the paperwork from the other VW dealer? It can be emailed to [redacted], dropped off or mailed to the dealership.

Thank you-

We had our car into Hall Imports for service for a cracked mirror and to reattach an antenna. [redacted] called to let me know that transmission fluid was leaking into the boot. I said we would get another mechanic's opinion. Our car was returned to us with NO oil in it and a screwdriver that says "Hall Imports" on it located on the engine under the hood. We actually found the oil problem by accident because we had taken it to another mechanic to check the transmission. Hall's multipoint inspection said all the fluid levels were fine (green box checked). When I called [redacted] the service manager to complain he said "it was no big deal that they checked a box but didn't actually check our oil levels." No big deal. We drove our car with NO oil in it. He was NOT apologetic at all and gave me the impression that he could care less that his mechanics made these mistakes.

On May 5th, I took my car in for an emissions check. A 2010 Toyota Camry, purchased a year prior from Boucher auto, has regular checks (one back in March). They failed me for not being able to connect to the vehicle's OBD System, citing either blown fuses or a damaged DLC. They offered a $79 "exploratory service" to examine the issue, and also said it would cost $300 if it were the DLC. Not wanting to pay the it tax for potential blown fuses(these cost next to nothing), I decided to consult a friend (an engineer who regularly works on vehicles). We checked the fuses, checked the DLC, and both appeared to be fine. We continued to explore over the next few weeks, and found nothing wrong.
Already suspicious, I decide to go to the local Valvoline shop for an emissions check on June 9th. The test took all of 5 minutes, and the vehicle passed. We changed nothing in the car, and the car passed the emissions check. I have every bit of documentation to support that not only a "Pass" from Valvoline and a "Fail" from Hall, zero post emissions purchases aside from gas for my car, and an attached card for the $79 dollar exploratory services.

I have been working with [redacted] at Hall for several years now. She has always found the car I wanted.

She is a wonderful salesperson, sells without pressure.

I also have a good word for [redacted] the finance guy. Very personable and low key. All in all I am so happy I switched from EVS to Hall.

Thank you all. [redacted] VW's since 1964!!!

Review: 2013.5 Jetta GLI, 24500 miles

I brought my vehicle in to Hall (place of original purchase) after the EPC light and CEL light turned on and the vehicle started running very poorly. Hall performed a diagnostic and discovered a metal piece of the fuel pump was visibly broken on top of the engine. Hall immediately concluded they will not perform a repair under warranty due to aftermarket parts being installed on the vehicle. They point out the installation of an aftermarket air intake and a short shifter. I attempt to explain to them that the aftermarket parts in no way impact the performance or operations of the fuel pump and are no way associated with one another. They then take the position that it is the "proximity" of the aftermarket parts to the broken fuel pump which caused the failure. I attempt to point out that the fuel pump is surrounded by OEM parts and you do not have to do any work even close to the fuel pump to install the shifter or air intake. In fact, the broken part is covered by the plastic engine cover that does not even have to removed to install the intake or shifter. Hall just would not listen. They then quoted me the cost for repair which came in at over $500. They stated they would not even contact VW to consider a warranty repair because "they won't cover it" because "that part does not break". Clearly, it does break, as there was a broken fuel pump in front of all of us. Despite my efforts to show the dealer that the aftermarket intake and shifter had no influence over the fuel pump, they told me to take my car and leave if I didn't want to pay for repairs. I contacted Volkswagen of America (VWoA) to complain about Hall's diagnosis of aftermarket parts causing the fuel pump to fail. When the Regional Manager from VWoA contacted me to discuss the issue she stated the service techs at Hall are her "experts" and she must rely on their diagnosis. She then went on to take the same position as Hall on why the repair would not be covered under warranty. But it did not stop there. VWoA stated Hall informed her there were "cut and broken" wires. I told her there were no cut or broken wires and that an actual piece of metal had broken. I also informed her I had pictures (still do) of the broken piece of metal that clearly showed all wires in tact. She did not care. Hall techs clearly lied to VWoA stating there were cut and broken wires. The only option provided by VWoA was to take the vehicle to another dealer for a second opinion. I had to pay to have the vehicle towed to another dealer. The other dealer heard me out and agreed the aftermarket parts did not have any influence whatsoever over the broken fuel pump, although they were unable to provide an explanation of why or how the part broke. I had the car repaired at that dealer at a significantly less price than hall quoted me, roughly $330. My car is my only mode of transportation and the issue took about two weeks to get resolved. Hall's service techs were far from experts in my situation. They were quick to void a repair that should have been covered under warranty due to aftermarket part installations which had no correlation to the broken part. They also have an integrity issue when they flat out lied to VWoA stating there were cut and broken wires. Barring the unexpected, I will never set foot in Hall again. Their service department in my opinion is incompetent when it comes to diagnosis. They do not value a customer's opinion and instead jumped to a diagnosis that washed their hands of any responsibility. Additionally Hall has serviced this car at 10k and 20k miles. The aftermarket parts had been on for both of those services and were never an issue.Desired Settlement: Hall needs to have a serious discussion with the techs attributing the breaking of a metal piece on the fuel pump under the engine cover to the installation of an aftermarket air intake and shifter. They need to conduct retraining if necessary as this diagnosis quickly falls apart when one applies common sense and logic when analyzing the problem. Hall has a major integrity issue with whoever relayed to the VWoA that there were "cut and broken" wires. Although I would request a refund for what I paid to have the vehicle repaired at another dealer, I know this is highly unlikely as it would be more of an issue for corporate. Corporate was not helpful either as they were less of a customer advocate, and more interested in taking a position that cleared them of responsibility.

Business

Response:

I would like to apologize to Mr. [redacted] because based on his complaint we really did not give him the right impression on the decision maker on the repair and process. As a franchise dealer it is our responsibility to act as the customer advocate to the manufacturer to get their problems handled appropriately, it sounds like we did not successfully do this in this case and we are sorry for that. What should have happened is we should have advised Mr. [redacted] that with there being aftermarket parts in the car there is a possibility that the repair will not be covered but will go to bat on his behalf to get the repair covered by VW. The dealership stands to benefit to from this as well because VW pays the dealership to do the repair so this is a lose-lose for Mr. [redacted] and Hall VW. Then, we should have presented VW with all required documentation and pictures and let them be the one to decide, and I do not think we did this to the best of our ability. Ultimately, the answer may have been the same as the other VW dealer he took it to which was not a warranty repair but none the less we should have at least tried. It sounds like in the end Mr. [redacted] still had to pay out of pocket for the repair but did incur the cost of a tow to the other dealer. For this I would like to offer him two free oil changes as I anticipate this is roughly the cost of the tow.Best-[redacted]Hall VW

Business

Response:

I respect Mr. [redacted]'s position and please understand that this will be a "teachable moment" for us and his concerns about retraining are spot on and will occur. If there is anything further that comes up please reach out to me.Respectfully-[redacted]

Consumer

Response: