Pignataro Volkswagen

July 7, 2015
Revdex.com
PO Box 1000
DuPont, WA 98327
 
In response to the Revdex.com inquiry [redacted] in relation to [redacted].
 
The customer brought the vehicle to Pignataro Volkswagen on May 29, 2015 for service, The vehicle odometer reading was...

86,262. The following work was performed:
 
1.      Oil change service and multi point inspection.
2.      Engine air filter replaced.
3.      Cabin pollen filter replaced.
 
The vehicle had two Service-Actions outstanding on the vehicle. These updates were performed as well.
 
1.      Install a mis-fueling guard in the neck of the fuel tank to prevent gasoline from being added to the diesel fuel engine.
2.       Perform a software update for the engine control module.
             The stated purpose of the software update for the engine control module is:
 
 “The vehicle’s engine management software has been improved to assure the vehicle’s tailpipe emissions are optimized and operating efficiently. Under certain operating conditions, the earlier strategy may have increased the chance of the vehicle’s MIL light illuminating. If the MIL illuminates for any reason, the vehicle will not pass an IM emissions inspection in some regions.”
 
During the multi-point vehicle inspection the technician performed on the vehicle as part of the service process, the following items were noted:
 
1.      The check engine light and other warning icons are illuminated on the instrument panel.
2.      The engine cover is missing.
3.      The transmission shift boot is damaged.
4.       The under engine shield is missing.
5.      Engine oil leaks noted plus some general maintenance items.
 
The customer declined to have a  technician perform any diagnosis or repairs to these items with the exception of the replacement of the engine and cabin air filters as noted in paragraph one. The customer was also informed during the write up process that a transmission service was due which they also declined to have completed.
The customer brought the vehicle back to Pignataro Volkswagen on June 02, 2015 with 444 additional miles on the odometer (86,706). They stated a concern with the transmission shifting abnormally, feeling like it is not engaging into gear. Also noted a clunk at 40 MPH or less. The technician checked the vehicle on-board diagnostic system and found fault code for transmission malfunction. The technician performed the standard diagnostic procedure including contacting Volkswagen Technical Assistance. The diagnosis was an internal malfunction in the transmission either with the mechatronics / valve body unit or the internal damage is extensive enough to warrant the complete transmission to be replaced.  The customer declined to have any repairs performed and took possession of their vehicle.
Later that week, the General Manager was contacted by Mr. [redacted]e who stated the car would not move and that he had checked for fault codes and had erased them. We agreed to have the vehicle towed back in and to recheck the transmission operation. When the tow truck picked up the vehicle the transmission seemed to be working properly. When we check the fault codes none had returned however after a road test by the service manager of approximately forty minutes the transmission concerns reoccurred. Further diagnosis confirmed the original finding that there was an internal failure with the transmission.
 
The General Manager and Service Manager reviewed these findings with Mr. [redacted] on the phone. In reviewing the situation it was also noted that there were no records available, either from previous owners or through CARFAX that the transmission had been serviced at 40,000 or 80,000 miles as recommended by the manufacturer. The customer also acknowledged that he had researched the transmission issue independently and found that the information we provided him was consistent with his findings and that the transmission services are very important with this particular powertrain.
 
Mr. and Mrs. [redacted] have had phone conversations with both the Service Manager and the General Manager of Pignataro Volkswagen. The Service Manager has contacted [redacted] on the customer’s behalf requesting goodwill assistance with the cost of the repair. [redacted] confirmed the engine control module software update does not affect the transmission. [redacted] also declined any goodwill assistance.
 
While it is unfortunate that the customer has experienced the failure of a major component, we feel it is clear that Pignataro Volkswagen has done nothing with the customer’s vehicle that would cause a transmission malfunction. Pignataro Volkswagen has also performed due diligence in determining the software update did not have any effect on the transmission. We have offered the customer a twenty percent discount on parts and labor should they choose to have repairs performed and have offered to have towed to another local dealer if they are more comfortable with that. 
 
Sincerely,
 
 
 
Anthony P[redacted]

Mr [redacted] was contacted by our Parts Department Manager on Wednesday, December 21st,  after we had contacted Volkswagen regarding Mr [redacted] concerns. Although we were not able to have Mr. [redacted] card reinstated, we decided that, in the interest of customer satisfaction, Pignataro Volkswagen would...

absorb the cost of the parts and shipping charges. The order was shipped via UPS with a tracking number of [redacted].

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