Metro Volkswagen Principal

I purchased my Tiguan from Metro, used only their svc dept., & followed their instructions. When that car died, they did not stand behind their work.
I have not been treated fairly. Metro VW (now Principle VW) did not stand behind their Service Dept or their VW product. I had repeated meetings with the Service Dept.as well as the Sales Dept. and received no retribution for the failure of the product, service, or both. Very bad customer service!
Purchased 6/24/16 from Frain Salazar at Metro VW
7/7 - 7/22/16 - Inv XXXXX Oil leaks so gaskets, seal rings, bushings, etc. replaced
8/1 - 8/9/16 - Chain housing cover oil leak, replaced gaskets & cover
8/23/16 - Took in for tire trbl & after cking they had to add oil
9/7 - 9/10/16 - Inv XXXXX Oil leak in upper cover
6/22/17 - Inv XXXXXX Took in for inspection & oil change, red coolant lgt coming on but nothing found. Note on paperwork that upper timing cover leaking again.
5/21/18 - Inv XXXXXX Ck Engine Lgt on - needs de-carbin, repl intake manifold seal, injector seal for all 4 cylinders due to leaks
5/27/19 - Inv XXXXXX Ck Engine Lgt on - oil change, repl psgr marker lgt, repl camshaft adj. & suggested repl top timing cover because it was leaking oil, and suggested chging spark plugs & coil.
Jose Hernandez kept telling me: if it has plenty of oil, it should be fine.
5/28/19 - Spark plugs & coils replaced
6/2/19 - Oil pressure switch replaced due to oil can lgt coming on & bell ringing
7/2/19 - Inv XXXXXX Camshaft Adjuster & Top Timing Cover replaced due to oil leaks, repl magnet & oil lgt switch, noted oil pu screen could still have oil buildup.
7/8/19 - Oil lgt on and bell sounding, called Jose at Metro, once again he said that if I had plenty of oil it would be ok to continue my trip to Shreveport.
7/10/19 - Upon return home, car began running very rough, then quit running.
7/11/19 - Called Metro to report problem & alert we were towing in. Towed to Metro VW
7/12/19 - Took all day & several phone calls just to get a response from Metro
7/13/19 - Metro called to say Tiguan could not be repaired, needed new engine
7/15/19 - Appealed to Sales Dept. (Frain, original salesman) Could he give me a special deal on a used or new car since the one he sold me 3 yrs earlier had so much trouble with oil leaks & died early. He would/could not work w/me. What he was offering was close to $500/mo. In fact, he told me I should let it be repossessed and just take a credit hit. So I visited Service Dept. and was told that there was no one there to discuss my car with me.
7/16/19 - Called Service Dept to discuss any options of getting it running OR if they would credit work done on car immediately prior to it dying. I could not believe that they did not see the bad condition of the car when they were working on it the previous week. They were no help.
7/18/19 - Appealed to the Manager of Sales, Tyler ***, who offered us 1 car (the only 1 on the lot he had to offer). It had been in a wreck & still showed damage, it was black on black (which I specifically told him I did not want) & did not get good gas mileage. He did not even disclose the wreck, I had to ask for the Carfax which he relunctly gave & that's how I found out. Then, the pymts were going to be over $400/mo. He showed a severe lack of customer service!
7/18/19 - Appealed to Manager of Service, Jeff *** one last time. He said that that's just the way it is with cars. I disagree. As much as they worked on my car and the Tiguan history (which I found out later), they could and should have seen this problem coming.

I looked into several options of replacing the motor (very expensive) or selling it for parts. Result: I sold for $1500 for parts to Car Brain. I had to take out a loan from my Life Insurance to pay off the car ($6,200) to get the title to sell it. Plus I still owed $730 for the work that was done less than a week before it died. I feel like the least they owe me is to refund the $730.

The purchase started off as a wonderful, no-hassle experience but quickly escalated into promises never kept and inconveniences.
November 11, 2019
Luis *** General Manager
Principle Volkswagen
2035 West Airport Freeway
Irving, Texas 75062-6006

Dear Mr. Ramirez:

Please take some time to read this letter in its entirety as it will document the reasoning as to why I feel compelled to write to you, as well as all of the other people/entities.

I was involved in a serious car accident on August 15, 2019 which totaled my Kia Optima. After searching different car manufacturers, I selected Volkswagen; specifically, I wanted to purchase the Tiguan SE. As my husband is a Volkswagen owner (from this location and had a good experience), I thought it only fitting that I make a purchase there as well. The customer service at the beginning was stellar. The staff that contacted me was polite and professional. As I was dealing with "insurance companies", I could not make any commitment until I had received closure with my old vehicle. The below are events that took place that I feel warrant this communication.

September 4, 2019: Reached out to dealership staff stating interested in purchasing a new vehicle.
September 12, 2019: Confirmed with dealership staff that September 14, 2019 was a good day to come in to the dealership and purchase a vehicle. Asked if I could receive the credit bureau that was used so that I could "unfreeze" my credit to eliminate any hassle while at the dealership. No answer.
September 13, 2019: Reached out to dealership staff to "check in". Was informed that dealership was sold and that they were having trouble with computer systems. Should be operational by Monday, September 16, 2019 and staff would be there to assist us from 11am until 8pm.
September 15, 2019: Reached out to dealership staff to see how things were going so we would not make an unproductive trip. Was informed that nothing could be confirmed until Monday, September 16, 2019; however, IT staff was at the dealership all weekend. Asked to contact my husband to inform him as I had a physical therapy appointment. Staff contacted me.
September 16, 2019: Was contacted by dealership staff to confirm whether the purchase was a "lease" or "purchase" as the leasing computer system was down. Dealership staff also informed that the request for "vehicle shipment" was made and should take 3 hours (was initially informed by dealership staff that that this process would take about an hour). I asked dealership staff if I could start the purchase paperwork and possibly pick up the car later. We arrived at 11:03am. We were still at the dealership at 1:16pm. Honestly, I have no idea what time we left.
September 26, 2019: Check for deposit for vehicle was cashed. Contacted dealership to let them know the check was cashed and to inform them that when we left the dealership and before we could arrive home in Grand Prairie, the gas light came on. We had to stop and get gas before we made it all the way home after purchasing a brand new vehicle. Expressed my disappointment. Also wanted to know why my husband's credit was pulled when we indicated specifically that the loan would be entirely in my name alone due to his credit. I asked because I was confused when I received in the mail a letter stating that the credit was denied for both of us. He never applied for credit. I was told that a "hard pull" should have never happened because his information was only pulled (a "soft" pull) for ID verification on the VW Program and they (credit) told dealership staff that he would have to be on the loan to qualify. Stated they never did a "hard pull" on his credit. My question was if they didn't do a "hard pull" why were we denied? I, to this day, do not really understand that, but you can't "undo" a credit pull, so I dropped the subject. A gift card was promised to be mailed for our inconvenience as a way of "making it right" regarding the empty tank.
October 6, 2019: Reached out to dealership because an "automatic dealer add-on" was in need of repair. Asked if

I've purchased plenty of new and used cars. Doing business with VW Metro of Irving, Tx has to be the Worst car buying experience I've had by far! I purchased a used low mileage 2008 VW Jetta 2.0 Wolfsburg edition with the assistance of sales lady Ashley ***. Along with the sales manager. Car seemed to be in good condition, besides having wheel alignment way off balance, which they promised to correct. This took place on 3-07-2019 Vehicle wasn't quite ready to be picked up so they promised me that if there was any issues with the vehicle within the first 300 miles of ownership that it would be covered by the dealership. With that being said I signed my paperwork and put down half of the sales price in cash until vehicle was ready to be picked up. They told be the vehicle would be ready in 2 days. So on 3-09-2019 I get dropped off at the dealership to pay the remainder of the car and the manager tells me the car is not ready and that they're trying to make sure the car is perfect and ready for me so I have no issues. 2 days later sales lady contacted me letting me know the vehicle is ready to be picked up, so I arrive excited about my newly purchased car to find out the wheel alignment was not addressed at all. Annoyed with the lack of integrity of them addressing the issue I asked about the alignment and was told I could bring the vehicle back on the weekend to have it professionally performed. Once again before paying remainder of the selling price they told be if ANYTHING was wrong with the car within 300 miles it would be covered. So next day of picking up my car, within 50 miles of having it, including driving it home from the dealership, the check engine light illuminated. I contacted Ashly via text telling me to bring the car to the dealership and that they would look at the car and cover any needed repairs. Only to be followed up the following day by the service department telling me that the car needs a new thermostat ($700) and repairs would not be covered, that the sales manager declined to cover repairs. Less then 100 miles of having the vehicle. I understand that buying a used car "as is" comes with risk but when you're a reputable dealership making promises, you'd think they would follow through. I have the valid proof needed to take legal action and will pursue since the dealership did not follow through with lack of integrity. I hope this review will help people in the future avoid being let down buying used vehicles, even with "quality" car dealerships.

We bought a van from them on 6/19/17. We still have not plates and our trade in has not been paid off. WE have redone paperwork multiple times.
The dealership offered to completely payoff our volkswagen jetta lease and put us in a new vehicle.They also agreed to get us new head phones and a remote control for our van. We agreed to this on 6/19 and have had nothing, but problems since. About a month later I recieved a statement from VW Credit saying we owed money on our lease we turned in. They did some paper work incorrectly and I had to go back and redo paperwork, and we were told that issue was resolved. After our original paper plates went out I started calling to check on them and I was told the DMV was the problem, and they issued us new paper plates. After another month and still no plates I started calling again. They where very unhelpful and insisted that the problem was not with them. After multiple phone calls with many people who did not care, I was finally able to speak with the girl in charge of getting the plates. Latavia works at a sister dealership and told me she had called VW Metro multiple times to tell them they had incorrectly filed the paperwork. She said she did not understand were not handling the issue. Finally I called VW talked to Josie and she had me redo paperwork yet again. Now 3 weeks later I still have no plates and I just recieved another letter from VW Credit saying we still owe money on our lease we turned in. No issues have been resolved in 4 months time and no one at VW Volkswagen really seems to care.

Dealership lost my paperwork 4 different times. Dragged my credit down by 60 points. Dealership is getting car back and I'm getting a 1,00$ check.
I walked into Volkswagen Metro to trade my car in to get a newer and better car on July 26, 2017. The car sales man who helped me was Frain S.He had helped me look for the car I wanted. The car I ended up with was A 2017 VW Jetta ( Vehicle ID # ***) . Napoleon B was the one who was going to help me with financing the car. I sent in all the information the loan had needed(paystubs and ID). I had gotten approved by *** for my loan. I had all the paper I needed to and I had traded in my 2008 Toyota Scion Xb for $3750. By trading in car it paid for what was left on it which was $2705. I had put the rest on the VW as a down payment. Everything was great at first. I had a new car. A week later Napoleon called me saying the loann was denied because my employer had said I had working there for 3 months( He was a new General Manger and I have paystub showing I worked for the company for almost 2 years). So I went back to the dealership to talk to Napoleon what my opinions where. He said they could try different people for new loan or me and finance co sign on the car to get a better rate and it shows more proof of income. So we did what he asked. We had also told him that we were moving to Michigan on the 21th of a August, 2017. He said that would be fine the financing department will have everything ready for you before then. When we told him this I believe it was the 18th of August. So we gave them IDs, proof of income, and proof of residents. We were approved for a loan trough *** with a interest rate of 11.2% and with a month payment of $322.91 a month. At the time of all this my pay stubs were current and my fiancé was as well. We were on our way to Michigan. A few weeks go by and there are issues with car. Josephine T(finance director) had emailed me September 14, 2017 stating they need paper work of paystubs, id, and the loan was unfinalized. But on August 18th, 2017 we had signed paperwork stating the lion was approved and my name was on the car. Now the loan isn't final? At this point I was very frustrated, Then I received a email from Napoleon saying he had sent in all the paperwork that finance needed to get my loan approved was sent 4 different times. Napoleon also states that they had lost the paperwork 4 different times in the email as well. So the loan I was approved for through *** was now denied because paystub weren't with in 30 days valid. So if the paper that wasn't lost would had been valid at the time. They also dragged my credit down by 60 points. Now they have to get car from Michigan. Now I don't get any car back because the scion has been sold and I will be getting a $1044 check through VW Metro. I tried to stand up GM Mike about the situation and I was told, "Your just mad you didn't get approved for a loan". so All in all I traded in my car to this dealership to get a better car. Now my credit is down by 60 point, the dealership lost all my paperwork 4 times, and I can't have my car back nor the Vw car.