Motorville Nissan Volkswagen

Review: I HAVE A VOLKSWAGEN PASSET 2008, I HAVE BEEN TAKING MY CAR TO MOTORVILLE FOR SERVICE FOR OVER TWO YEARS AND IN THAT TIME I HAVE NOT MISSED ANY SCHEDULED MATIANCE THE CAR NEEDED , IN THE LAST TWO YEARS I HAVE REPLACED 4 TIRES THAT HAVE A 60000 MILE RATING AND ALL THE TIRES ARE WORN OUT ON THE INSIDE OF THE TIRE ONLY ,MOTORVILLE REPLACED THE TIRES AND NEVER OFFERED ANY SUGGESTIONS ON THE PROBLEM OR EVER ACKNOWLEGED THERE WAS A PROBLEM , WELL NOW I HAVE TWO MORE BRAND NEW TIRES LESS THEN 15000 MILES STARTING TO WEAR ON THE INSIDE AGAIN , I CALLED MOTORVILLE AND TOLD THEM OF THE PROBLEM AND GOT NO WHERE ,THEY ADMITTED THERE POLICY IS TO DO AN ALIGNMENT WHEN EVER NEW TIRES ARE PUT ON BUT ALSO ADMIT THERE WAS NOTHING EVER NOTED ON ANY OF MY RECIEPTS AND CONDITION OF CARE PRINTOUTS THEY GIVE ME AFTER MAINTANCE .THEY DID A HISTORY ON THE CARE AND SAID THEY DO NOT UNDERSTAND WHY IT WAS NEVER OFFERED TO ME EVER IN WRITING OR VERBALY , SO IN THAT ADMISSION THEY OFFERED ME A 20 PERCENT OFF DISCOUNT ON THE ALIGNMENT BUT WOULD NOT COVER THE NEW TIRES THAT I NEED ALREADY BECAUSE OF THE LACK OF COMUNICATION ABOUT ANY PROBLEM ,THE REASON I NOTICED IT THIS TIME AFTER MY LAST OIL CHANGE AT MOTORVILLE THEY SAID MY TIRES ARE WEARING OUT IN THE BACK THE ONES THE PUT ON LESS THEN SIX MONTHS EARLIER BUT ONCE AGAIN NEVER OFFERED ANY REASON WHY OR WHAT I COULD DO ABOUT IT , SO I TOOK MY CAR TO ANOTHER MECHANIC AND ASKED THEM AND THEY SAID JUST FROM LOOKING AT THE CAR FROM BEHIND THE REAR WHEELS ARE TOWED IN AND NEED TO BE ALIGNED , CALLED MOTORVILLE AND THAT IS WHEN I WAS TOLD NOT EVEN BY THE SUPERVISOR WHICH I ASKED TO TALK TO BUT THE SERVICE WRITER ,HIS EXACT WORDS ARE I WAS OLNY AUTHORIZED BY MY SUPERVISOR A 20 PERCENT OFF COUPON ON AN ALIGNMENT THATS IT ,CALLED VOLKSWAGENS MAIN OFFICE AND HAVE YET TO HAVE ANY SETTLEMENT ON THE ISSUE ,THEY TOLD ME THEY SENT EMAILS AND CALLSTO MOTORVILLE NONE OF WHICH HAVE BEEN RETURNED YET AND I TOLD THEM WELCOME TO MY WORLD WHEN TRYING TO DEAL WITH MOTORVILLE.Desired Settlement: ALL I NEED IS THE TIRES REPLACED AND THE CARE ALIGNED RIGHT ,THATS IT ,

Business

Response:

In reply to customer [redacted]'s complaint dated 10/9/2013 ID [redacted]. Customer

contacted Motorville on October 7, 2013 to exprcss concern about tires on a 2008 VW

Passat. Motorville offered to set appointment to inspect vehicle. In addition Motorville

offered to perform an alignment if needed at a 20% discount. Customer declined to set

appointment.

. Motorville would like to inspect vehicle in question. If indeed there is an alignment issue.

Motorville will offer a one time alignment at no charge if that will resolve this open issue.

Consumer

Response:

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

Chain of events:

... ... ...

october 11, 2012

60,000 miles service performed at Motorville

Multi-point inspection report card next to "inspect shocks/struts and suspension components for leaks and/or damage"- checked OK

Thread depth on both front tires is 7/32 or greater and on both rear tires is 4/32 to 6/32(yellow zone mark)

Wear pattern or damage- OK(green) check marks on all tires, no alignment check needed

Car is still under warranty, everything is great according to Motorville

january 29, 2013

5,000 miles service

Service Advisor [redacted] J. [redacted]

Multi-point inspection report card next to "inspect shocks/struts and suspension components for leaks and/or damage"- checked OK

Thread depth on both front tires is 7/32 or greater and on both rear tires is 4/32 to 6/32(yellow zone mark) AND 3/32 or less(red zone mark)

Wear pattern or damage, Alignment check needed- NOTHING is checked

Car is still under warranty, everything is great according to Motorville

May 17, 2013

5,000 miles service

Mounted and balanced two customer supplied tires, adjusted pressures and tested operation- all OK

Multi-point inspection report card next to "inspect shocks/struts and suspension components for leaks and/or damage"- checked OK

Thread depth on all tires is 7/32 or greater

Wear pattern or damage- OK(green) check marks on all tires, no alignment check needed

Car is still under warranty, everything is great according to Motorville

August 29, 2013

5,000 miles service

Multi-point inspection report card has OK checked next to "inspedt shocks/struts and suspension components for leaks and/or damage"

Thread depth on both (bought and installed on 06/04/2011!!) front tires is 7/32 or greater and on both rear tires(the NEW tires that were just installed on May 17, 2013) is already 4/32 to 6/32(yellow zone mark)

Wear pattern or damage- OK(green) check marks on all tires, no alighment check needed according to Motorville

In October it was brought to my attention by coworker, who is a mechanic, that my rear tires are lightly leaning in towards the center of the car and are balding on the inside because my car needs alignment. I attempted to contact service manager [redacted], but he was unavailable. Service writer said "I can't believe nobody ever offered you an alignment as it is our policy's standard procedure in business when installing new tires." History search of services obtained at Motorville showed no record of alignment being ever recommended to us. I was offered 20% off on the alignment service and notified that nothing could be done about the tires as, according to service advisor, they were not bought at the dealership- which was unacceptable as premature tear and wear of brand new tires bought at reputable nationwide retailer due to absence of alignment at time of installation was voiding my warranty on tires, so how is 20% off the much needed long time ago and never offered alignment is going to help me recoup the loss when the brand new OEM tires were not bought, but surely INSTALLED at Motorville? I contacted the regional VW customer service, but was notified that nothing further will be done to remedy this.

On October 9, 2013 the case with Revdex.com of WI was opened. It took Motorville untill October 16 to respond through Revdex.com with an offer to come and check the car, and IF there is an issue, the promise to do free alignment. But the car was taken the very same morning to local shop as safety of my family is a priority and as I was basically already declined by Motorville any remedy to this situation and "wished well in life" by VW customer service representative, so waiting was not an option.

October 16, 2013 and October 17, 2013, car was taken to local shop, the inspection returned two red, two yellow, no green(no OK) on any of the tires, all four were out of alignment, the toe was off on all of them, and the shocks are totally worned out on the back for quite some time now, causing undue tire wear and tear:

"We found the Rear Tires are wearing in a Choppy Pattern. The Rear Shocks are getting weak and causing the eneven wear. Four wheel alignment. Adjust toe as needed on all four wheels. Center steering wheel. Customer stated that the VW Dealer hasn't done an Alignment but that the tires are wearing on the inside shoulder" The Total for Alignment: $95.63 Total for Shock &/or strut assembly- remove and install or remove & replace-both- $439.29.

I am out of $534.92 and my brand new tires are not going to last as Motorville VW Dealership service neglected to acknowledge existing problems all the time while car was under the warranty. How can this be remedied, I am open to suggestions?

Regards,

Business

Response:

In reply to Mr. [redacted] issue, from a letter Motorville received on October

25.2013. Motorville afforded the opportunity to Mr. [redacted] for us to complimentary

inspect the vehicle in question. Mr. [redacted] elected to take his vehicle elsewhere. '.

Referencing Ro #70271 dated May 17. 2013 Motorville perfonned what was

requested by Mr. [redacted] completed oil change service (5,000 mile service), install two

customer supplied tires.

In closing Mr. [redacted] requested no further maintenance and or repairs.

Consumer

Response:

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

October 30, 2013

Mr. [redacted] once again is not accepting the responsibility for willingly neglecting to notify me of preexisting mechanical conditions in my car that was taken to his shop on a regular basis for all warranty required oil changes and manufactured scheduled maintanance service to this dealership in the last two and a half years. He ignores all the facts given in the letter of October 18, 2013 when shop repeatedly neglected to notify me of uneven choppy wear pattern that sends up red flags to any qualified mechanics that there are numerous possible problems leading to that.

The issue had to be brought up to the attention of Mr. [redacted] through VW customer service hotline at the beginning of an October as Mr. [redacted] could not be reached. His response to them resulted in wishing me well in life which means he will do nothing to address the issue. Had Mr. [redacted] acted professionally and offered me to bring car in for complimentary check of the existing issue prior to me complaining to Revdex.com of WI, I might of thought that business is making reasonable effort to work with customers as they should. But this is not the case with Motorville of Sheboygan.

Mr. [redacted] can give on piece of paper an impression of the man willing to work with you, while in reality it would take nothing short of small claims court to get things done with him. The car was taken to qualified mechanic and fixed as Mr. [redacted] would do absolutely nothing to resolve the issue when he had a chance, before any complaint was filed, and I was told nothing would be done to remedy this situation. Why change of heart? Nothing means nothing, so don't tell me now that there was a complimentary offer to look at the problem.

Bottom line: Motorville's negligence to inform me of preexisting problem with shocks and alignment cost me $534.92 and couple of prematurely ruined tires. Multipoint Inspection Reports over the last two years prove the shop's negligence of the preexisting and not brought up to my attention issues with shocks and alignment of the auto. Mr. [redacted] chooses to neglect the facts. My next step will have to be elavating this complaint to Wisconsin Department of Agriculture, Trade and Consumer Protection to be fully reimbursed for the work that should be noticed and be done while car was under warranty in Motorville's care.