I am not satisfied with Teton Volkswagen's answer to my complaintPlease do not close this case Their "service department" didn't want to fix my car, they just wanted to put a band aid on it and get it out of their hair and the are using codes to justify a poor repair job There are three issues that they still need to address MrH [redacted] states that after we opted for the second option the technician found damage to piston number three That isn't exactly how it went down They replaced the complete head assembly and put the engine back together When they went to test drive it, they found that the engine wasn't running right They failed to record the engine error code there but I am confident that the error code was P- misfire on cylinder three Tom W [redacted] the service manager then told us they needed a little more time because the engine still wasn't running right and they were going to replace the fuel injectors for cylinder three After replacing the fuel injectors and putting the engine back together, they still found the engine to not be running right They failed to record the error code there as well and I am sure it read P- misfire on cylinder three It was only then that the technician pulled the engine apart again to find damage to piston number threeTom called to tell us that they needed more money to fix the piston We have had multiple mechanics tell us that with this much damage to the top end - the technician should have looked on the bottom end of the engine to look for damages there as well to make sure there wasn't any damage to the push arm - that didn't happen They simply put it back together to get it out of their hair LESS THAN miles later Pshows up and piston three isn't working AGAIN This issue was poorly diagnosed, poorly repaired, and poorly resolvedIt definitely wasn't worth the $to fix the engineMrH [redacted] states that we stopped returning phone calls When we met a dead end with Tom W***, we wanted to talk to someone higher up the chain of command We called and left a message for Travis Z [redacted] and he called us to get our story He stated that he would "look into it and call you back." After a week, I called and had to leave a message for him He didn't call me backI again called and left him another message with no return call Tom W [redacted] finally called and left a message stating that our car was gone and they weren't going to do anything I didn't call Tom back as he was the original dead end My wife then called to speak to Mario H [redacted] and had to leave a message The former manager of Teton Volkswagen called me and got my story again He then told me he was going to "look into it and call you back." He never called us back So to say we stopped returning phone calls is not entirely correct The one man we were done speaking to was Tom W***We wanted to speak to someone else - that really didn't happen Tom W [redacted] verbally told my wife that driving the car with a turbo overboost would NOT damage the engineHe then let her drive away with no warning that doing so would severely damage the engine further He then told us that the turbo overboost was absolutely the reason that the engine was further damaged They can claim that they recommended that we immediately replace the turbo on paper but that wasn't the impression given to my wife MrH [redacted] implies that we should have not listened to his service manager and instead looked at the recommendation sheet and forked out an additional $to replace the turbo immediately to avoid further damaging the engine That is close to $7,in one month! Tom gave my wife the impression that we'd be okay to drive it in its current condition and that it might last a day or a year, but eventually it was going to need to be replaced.MrH [redacted] is using codes to justify sticking it to his customers The above three items are 100% fact If ours was the only experience like this, it would not be okay...but we met another couple at Smith Chevrolet that had the exact same experience with Teton Volkswagen For a company that has the motto "no problem" it seems the only way for that to come true is for the customer to pay them exorbitant prices and go away and there will be "no problem." I would expect better of a company that makes such outrageous claims
Revdex.com: I have reviewed the response made by the business in reference to [redacted] , and have determined that this does not resolve my complaint[redacted] response did not address why I had to call his dealership several times, call VW corporate, and file a complaint with the Revdex.com just to get a response back from himTeton VW clearly does not care about the customer after they have sold the car.Second, [redacted] did not even read my complaint — I said that the salesman said heated side mirrors were standardI did not claim the salesman said leather or heated seats were standardWe have an older VW that did come with standard with heated side mirrors, and as a result had no reason to doubt the salesman when he said that they were still standardIt is nice to know that the salesman is "positive" he did not mislead us, but who is going to remember the transaction better — a salesman who has sold many cars in the past two months or the consumer who has only bought one car in the past two months? My complaint still standsTeton VW will tell you what they need to sell you a car and ignore you when you have any questions/concerns after you've bought itIf you complain loud enough (and file a complaint with the Revdex.com) they will respond, but only to tell you its your fault because the car was sold as isBuyer beware
I am writing this letter in response to the Revdex.com claim filed on 7/9/by [redacted] * [redacted] I am sorry to hear about the problems that he had with his former TDI Jetta On March 6, the vehicle was towed in to Teton Volkswagen stating “Customer states the vehicle won’t start, states she was driving vehicle started to blow smoke lost all power and then died.” The Registered Certified Volkswagen Technician diagnosed vehicle found that the battery was dead, tech replaced the battery Tech started vehicle found it starts and died removed valve cover found cam follower badly damaged valves sticking through follower The customer was recommended two different courses of action one was to replace the cam shaft along with associated valves and the other would be to replace the complete head assembly The customer opted for the second option of the two, after removing the cylinder head the technician found that a valve had contacted the top of piston number three Based off the damage to the piston the technician recommended replacing the piston head See attached repair order # [redacted] (page 2, part number 038-0107-065-LD-001), reference illustration 107- The part that we replaced was item number which was the complete assembly for the piston head, along with the original repair that was recommended On April 10, the customer drove the vehicle back into Idaho Falls to have a check engine light and a oil leak diagnosed “Customer states that there is an oil leak and the check engine light is on, had head replaced here about a month ago, required diag.” Technician found a leak from the cam cover gasket which was replaced under the month, 12,mile parts warranty Technician diagnosed the check engine light, he found there was active code set for pturbo over boost There was a recommendation sheet which you will see is attached, in this recommendation we use the related and immediate lines not the maintenance item We use the maintenance sections for items that are not considered to be vital at the time of the inspection No misfire codes were noted on any of the cylinders see attachment from Volkswagen’s national data base This system stores all data once the vehicle has been connected to the scan tool It stores all the information in the national data base, this information can only be retrieved by entering the VIN number so it is specific to that vehicle Customer returned vehicle to the dealership on a trailer “Customer states there is smoking coming from the vehicle request to diag.” The technician diagnosed the vehicle the codes that were current at the time were Pwhich indicates a misfire on cylinder three and Pfor turbo over boostThis misfire code did not present itself until this visit, note the piston head was replaced upon initial repair due to the physical damage from the valve not due to a misfiring condition The technician and the service manager decided to get a third party opinion on the vehicle so they contacted Volkswagen Technical AssistanceSee the attached document which shows that the last paragraph stating that the connecting rod is bent Which is illustrated in attached document 105-033, item number As you can see this is not the part which we had replace if we had replaced that portion it would be covered under a parts warranty If this connecting rod had been bent the whole time the vehicle would have had a misfire from the time that it left our dealership The misfire which is code ponly occurred on this most recent visit, showing that the bent push rod occurred some time between the second and third visit At this point the customer was no longer returning call to the dealership and the used car manager from [redacted] was calling about the vehicle stating that they traded the car in We indicated to [redacted] the used car manager, [redacted] the Sales Manager, and [redacted] the service manager that this issue the customer brought the vehicle in was unrelated to the original repair and unfortunately would not be cover under any warranty Then they indicated that they would let the customer know that it was a non-covered item since they were no longer returning our calls Based on the cars condition at the time of trade to the [redacted] ***, they were paid fair market value for the vehicle The information provided here shows there is no correlation between the initial repair and the subsequent failure of the turbo and the bend push rod on cylinder number three from the over boosting turbo Sincerely, Dave H [redacted] General Manager Teton Volkswagen
I have had a chance to look into the thisThe salesman that helped *** *** *** is one of our most experienced sales consultants and he knows that all Volkswagens do not come with leather, heated seats or heated side mirrors standardHe is positive that he did not
tell the customer that as wellThe customer had the opportunity to fully inspect the car before purchaseAnd was sold as is. Sorry for any misunderstanding that the customer may have had on this issue.*** *** ** *** ** *** *** *** *** ** *** ***
*** ***
*** ***
*** ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and have determined that this does not resolve my complaint.[redacted] response did not address why I had to call his dealership several times, call VW corporate, and file a complaint with the Revdex.com just to get a response back from him. Teton VW clearly does not care about the customer after they have sold the car.Second, [redacted] did not even read my complaint — I said that the salesman said heated side mirrors were standard. I did not claim the salesman said leather or heated seats were standard. We have an older VW that did come with standard with heated side mirrors, and as a result had no reason to doubt the salesman when he said that they were still standard. It is nice to know that the salesman is "positive" he did not mislead us, but who is going to remember the transaction better — a salesman who has sold many cars in the past two months or the consumer who has only bought one car in the past two months? My complaint still stands. Teton VW will tell you what they need to sell you a car and ignore you when you have any questions/concerns after you've bought it. If you complain loud enough (and file a complaint with the Revdex.com) they will respond, but only to tell you its your fault because the car was sold as is. Buyer beware.
To address the issue about getting back with you when you first called in you talked with one of the sales managers multiple times. And he was doing research trying to find out if heated mirrors could actually put on your car. But before he had a chance to gather all the information and get back with you, you had already filled a complaint with Volkswagen of America. And we did respond very promptly to that complaint. I did read your complaint from the Revdex.com and I also read your complaint from Volkswagen of America and in that complaint you stated that the sales man told you that All VW's came standard with leather, heated seats and heated mirrors. Our sales staff does extensive product training on all VW models. If you are unhappy with the car you picked out we would be glad to take it back on trade toward the purchase of a different vehicle that would give you all the options that you would like to have on it. Again I would like to apologize for any miss understanding that you had with your purchase.
I am writing this letter in response to the Revdex.com claim filed on 7/9/2015 by [redacted]. I am sorry to hear about the problems that he had with his former 2006 TDI Jetta. On March 6, 2015 the vehicle was towed in to Teton Volkswagen stating “Customer states...
the vehicle won’t start, states she was driving vehicle started to blow smoke lost all power and then died.” The Registered Certified Volkswagen Technician diagnosed vehicle found that the battery was dead, tech replaced the battery. Tech started vehicle found it starts and died removed valve cover found cam follower badly damaged valves sticking through follower.
The customer was recommended two different courses of action one was to replace the cam shaft along with associated valves and the other would be to replace the complete head assembly. The customer opted for the second option of the two, after removing the cylinder head the technician found that a valve had contacted the top of piston number three. Based off the damage to the piston the technician recommended replacing the piston head. See attached repair order #[redacted] (page 2, part number 038-0107-065-LD-001), reference illustration 107-00. The part that we replaced was item number 1 which was the complete assembly for the piston head, along with the original repair that was recommended.
On April 10, 2015 the customer drove the vehicle back into Idaho Falls to have a check engine light and a oil leak diagnosed. “Customer states that there is an oil leak and the check engine light is on, had head replaced here about a month ago, required diag.” Technician found a leak from the cam cover gasket which was replaced under the 12 month, 12,000 mile parts warranty. Technician diagnosed the check engine light, he found there was active code set for p0234 turbo over boost. There was a recommendation sheet which you will see is attached, in this recommendation we use the related and immediate lines not the maintenance item. We use the maintenance sections for items that are not considered to be vital at the time of the inspection. No misfire codes were noted on any of the cylinders see attachment from Volkswagen’s national data base. This system stores all data once the vehicle has been connected to the scan tool. It stores all the information in the national data base, this information can only be retrieved by entering the VIN number so it is specific to that vehicle.
Customer returned vehicle to the dealership on a trailer “Customer states there is smoking coming from the vehicle request to diag.” The technician diagnosed the vehicle the codes that were current at the time were P0303 which indicates a misfire on cylinder three and P0234 for turbo over boost. This misfire code did not present itself until this visit, note the piston head was replaced upon initial repair due to the physical damage from the valve not due to a misfiring condition. The technician and the service manager decided to get a third party opinion on the vehicle so they contacted Volkswagen Technical Assistance. See the attached document which shows that the last paragraph stating that the connecting rod is bent. Which is illustrated in attached document 105-033, item number 14. As you can see this is not the part which we had replace if we had replaced that portion it would be covered under a parts warranty. If this connecting rod had been bent the whole time the vehicle would have had a misfire from the time that it left our dealership. The misfire which is code p0303 only occurred on this most recent visit, showing that the bent push rod occurred some time between the second and third visit. At this point the customer was no longer returning call to the dealership and the used car manager from [redacted] was calling about the vehicle stating that they traded the car in. We indicated to [redacted] the used car manager, [redacted] the Sales Manager, and [redacted] the service manager that this issue the customer brought the vehicle in was unrelated to the original repair and unfortunately would not be cover under any warranty. Then they indicated that they would let the customer know that it was a non-covered item since they were no longer returning our calls. Based on the cars condition at the time of trade to the [redacted], they were paid fair market value for the vehicle. The information provided here shows there is no correlation between the initial repair and the subsequent failure of the turbo and the bend push rod on cylinder number three from the over boosting turbo.
Sincerely,
Dave H[redacted]
General Manager Teton Volkswagen
I am not satisfied with Teton Volkswagen's answer to my complaint. Please do not close this case. Their "service department" didn't want to fix my car, they just wanted to put a band aid on it and get it out of their hair and the are using codes to justify a poor repair job. There are three issues that they still need to address.1. Mr. H[redacted] states that after we opted for the second option the technician found damage to piston number three. That isn't exactly how it went down. They replaced the complete head assembly and put the engine back together. When they went to test drive it, they found that the engine wasn't running right. They failed to record the engine error code there but I am confident that the error code was P0303 - misfire on cylinder three. Tom W[redacted] the service manager then told us they needed a little more time because the engine still wasn't running right and they were going to replace the fuel injectors for cylinder three. After replacing the fuel injectors and putting the engine back together, they still found the engine to not be running right. They failed to record the error code there as well and I am sure it read P0303 - misfire on cylinder three. It was only then that the technician pulled the engine apart again to find damage to piston number three. Tom called to tell us that they needed more money to fix the piston. We have had multiple mechanics tell us that with this much damage to the top end - the technician should have looked on the bottom end of the engine to look for damages there as well to make sure there wasn't any damage to the push arm - that didn't happen. They simply put it back together to get it out of their hair. LESS THAN 1000 miles later P0303 shows up and piston three isn't working AGAIN. This issue was poorly diagnosed, poorly repaired, and poorly resolved. It definitely wasn't worth the $3700 to fix the engine.2. Mr. H[redacted] states that we stopped returning phone calls. When we met a dead end with Tom W[redacted], we wanted to talk to someone higher up the chain of command. We called and left a message for Travis Z[redacted] and he called us to get our story. He stated that he would "look into it and call you back." After a week, I called and had to leave a message for him. He didn't call me back. I again called and left him another message with no return call. Tom W[redacted] finally called and left a message stating that our car was gone and they weren't going to do anything. I didn't call Tom back as he was the original dead end. My wife then called to speak to Mario H[redacted] and had to leave a message. The former manager of Teton Volkswagen called me and got my story again. He then told me he was going to "look into it and call you back." He never called us back. So to say we stopped returning phone calls is not entirely correct. The one man we were done speaking to was Tom W[redacted]. We wanted to speak to someone else - that really didn't happen.3. Tom W[redacted] verbally told my wife that driving the car with a turbo overboost would NOT damage the engine. He then let her drive away with no warning that doing so would severely damage the engine further. He then told us that the turbo overboost was absolutely the reason that the engine was further damaged. They can claim that they recommended that we immediately replace the turbo on paper but that wasn't the impression given to my wife. Mr. H[redacted] implies that we should have not listened to his service manager and instead looked at the recommendation sheet and forked out an additional $3000 to replace the turbo immediately to avoid further damaging the engine. That is close to $7,000 in one month! Tom gave my wife the impression that we'd be okay to drive it in its current condition and that it might last a day or a year, but eventually it was going to need to be replaced.Mr. H[redacted] is using codes to justify sticking it to his customers. The above three items are 100% fact. If ours was the only experience like this, it would not be okay...but we met another couple at Smith Chevrolet that had the exact same experience with Teton Volkswagen. For a company that has the motto "no problem" it seems the only way for that to come true is for the customer to pay them exorbitant prices and go away and there will be "no problem." I would expect better of a company that makes such outrageous claims.
I am not satisfied with Teton Volkswagen's answer to my complaintPlease do not close this case Their "service department" didn't want to fix my car, they just wanted to put a band aid on it and get it out of their hair and the are using codes to justify a poor repair job There are three issues that they still need to address MrH [redacted] states that after we opted for the second option the technician found damage to piston number three That isn't exactly how it went down They replaced the complete head assembly and put the engine back together When they went to test drive it, they found that the engine wasn't running right They failed to record the engine error code there but I am confident that the error code was P- misfire on cylinder three Tom W [redacted] the service manager then told us they needed a little more time because the engine still wasn't running right and they were going to replace the fuel injectors for cylinder three After replacing the fuel injectors and putting the engine back together, they still found the engine to not be running right They failed to record the error code there as well and I am sure it read P- misfire on cylinder three It was only then that the technician pulled the engine apart again to find damage to piston number threeTom called to tell us that they needed more money to fix the piston We have had multiple mechanics tell us that with this much damage to the top end - the technician should have looked on the bottom end of the engine to look for damages there as well to make sure there wasn't any damage to the push arm - that didn't happen They simply put it back together to get it out of their hair LESS THAN miles later Pshows up and piston three isn't working AGAIN This issue was poorly diagnosed, poorly repaired, and poorly resolvedIt definitely wasn't worth the $to fix the engineMrH [redacted] states that we stopped returning phone calls When we met a dead end with Tom W***, we wanted to talk to someone higher up the chain of command We called and left a message for Travis Z [redacted] and he called us to get our story He stated that he would "look into it and call you back." After a week, I called and had to leave a message for him He didn't call me backI again called and left him another message with no return call Tom W [redacted] finally called and left a message stating that our car was gone and they weren't going to do anything I didn't call Tom back as he was the original dead end My wife then called to speak to Mario H [redacted] and had to leave a message The former manager of Teton Volkswagen called me and got my story again He then told me he was going to "look into it and call you back." He never called us back So to say we stopped returning phone calls is not entirely correct The one man we were done speaking to was Tom W***We wanted to speak to someone else - that really didn't happen Tom W [redacted] verbally told my wife that driving the car with a turbo overboost would NOT damage the engineHe then let her drive away with no warning that doing so would severely damage the engine further He then told us that the turbo overboost was absolutely the reason that the engine was further damaged They can claim that they recommended that we immediately replace the turbo on paper but that wasn't the impression given to my wife MrH [redacted] implies that we should have not listened to his service manager and instead looked at the recommendation sheet and forked out an additional $to replace the turbo immediately to avoid further damaging the engine That is close to $7,in one month! Tom gave my wife the impression that we'd be okay to drive it in its current condition and that it might last a day or a year, but eventually it was going to need to be replaced.MrH [redacted] is using codes to justify sticking it to his customers The above three items are 100% fact If ours was the only experience like this, it would not be okay...but we met another couple at Smith Chevrolet that had the exact same experience with Teton Volkswagen For a company that has the motto "no problem" it seems the only way for that to come true is for the customer to pay them exorbitant prices and go away and there will be "no problem." I would expect better of a company that makes such outrageous claims
Revdex.com: I have reviewed the response made by the business in reference to [redacted] , and have determined that this does not resolve my complaint[redacted] response did not address why I had to call his dealership several times, call VW corporate, and file a complaint with the Revdex.com just to get a response back from himTeton VW clearly does not care about the customer after they have sold the car.Second, [redacted] did not even read my complaint — I said that the salesman said heated side mirrors were standardI did not claim the salesman said leather or heated seats were standardWe have an older VW that did come with standard with heated side mirrors, and as a result had no reason to doubt the salesman when he said that they were still standardIt is nice to know that the salesman is "positive" he did not mislead us, but who is going to remember the transaction better — a salesman who has sold many cars in the past two months or the consumer who has only bought one car in the past two months? My complaint still standsTeton VW will tell you what they need to sell you a car and ignore you when you have any questions/concerns after you've bought itIf you complain loud enough (and file a complaint with the Revdex.com) they will respond, but only to tell you its your fault because the car was sold as isBuyer beware
I am writing this letter in response to the Revdex.com claim filed on 7/9/by [redacted] * [redacted] I am sorry to hear about the problems that he had with his former TDI Jetta On March 6, the vehicle was towed in to Teton Volkswagen stating “Customer states the vehicle won’t start, states she was driving vehicle started to blow smoke lost all power and then died.” The Registered Certified Volkswagen Technician diagnosed vehicle found that the battery was dead, tech replaced the battery Tech started vehicle found it starts and died removed valve cover found cam follower badly damaged valves sticking through follower The customer was recommended two different courses of action one was to replace the cam shaft along with associated valves and the other would be to replace the complete head assembly The customer opted for the second option of the two, after removing the cylinder head the technician found that a valve had contacted the top of piston number three Based off the damage to the piston the technician recommended replacing the piston head See attached repair order # [redacted] (page 2, part number 038-0107-065-LD-001), reference illustration 107- The part that we replaced was item number which was the complete assembly for the piston head, along with the original repair that was recommended On April 10, the customer drove the vehicle back into Idaho Falls to have a check engine light and a oil leak diagnosed “Customer states that there is an oil leak and the check engine light is on, had head replaced here about a month ago, required diag.” Technician found a leak from the cam cover gasket which was replaced under the month, 12,mile parts warranty Technician diagnosed the check engine light, he found there was active code set for pturbo over boost There was a recommendation sheet which you will see is attached, in this recommendation we use the related and immediate lines not the maintenance item We use the maintenance sections for items that are not considered to be vital at the time of the inspection No misfire codes were noted on any of the cylinders see attachment from Volkswagen’s national data base This system stores all data once the vehicle has been connected to the scan tool It stores all the information in the national data base, this information can only be retrieved by entering the VIN number so it is specific to that vehicle Customer returned vehicle to the dealership on a trailer “Customer states there is smoking coming from the vehicle request to diag.” The technician diagnosed the vehicle the codes that were current at the time were Pwhich indicates a misfire on cylinder three and Pfor turbo over boostThis misfire code did not present itself until this visit, note the piston head was replaced upon initial repair due to the physical damage from the valve not due to a misfiring condition The technician and the service manager decided to get a third party opinion on the vehicle so they contacted Volkswagen Technical AssistanceSee the attached document which shows that the last paragraph stating that the connecting rod is bent Which is illustrated in attached document 105-033, item number As you can see this is not the part which we had replace if we had replaced that portion it would be covered under a parts warranty If this connecting rod had been bent the whole time the vehicle would have had a misfire from the time that it left our dealership The misfire which is code ponly occurred on this most recent visit, showing that the bent push rod occurred some time between the second and third visit At this point the customer was no longer returning call to the dealership and the used car manager from [redacted] was calling about the vehicle stating that they traded the car in We indicated to [redacted] the used car manager, [redacted] the Sales Manager, and [redacted] the service manager that this issue the customer brought the vehicle in was unrelated to the original repair and unfortunately would not be cover under any warranty Then they indicated that they would let the customer know that it was a non-covered item since they were no longer returning our calls Based on the cars condition at the time of trade to the [redacted] ***, they were paid fair market value for the vehicle The information provided here shows there is no correlation between the initial repair and the subsequent failure of the turbo and the bend push rod on cylinder number three from the over boosting turbo Sincerely, Dave H [redacted] General Manager Teton Volkswagen
I have had a chance to look into the thisThe salesman that helped *** *** *** is one of our most experienced sales consultants and he knows that all Volkswagens do not come with leather, heated seats or heated side mirrors standardHe is positive that he did not
tell the customer that as wellThe customer had the opportunity to fully inspect the car before purchaseAnd was sold as is. Sorry for any misunderstanding that the customer may have had on this issue.*** *** ** *** ** *** *** *** *** ** *** ***
*** ***
*** ***
*** ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and have determined that this does not resolve my complaint.[redacted] response did not address why I had to call his dealership several times, call VW corporate, and file a complaint with the Revdex.com just to get a response back from him. Teton VW clearly does not care about the customer after they have sold the car.Second, [redacted] did not even read my complaint — I said that the salesman said heated side mirrors were standard. I did not claim the salesman said leather or heated seats were standard. We have an older VW that did come with standard with heated side mirrors, and as a result had no reason to doubt the salesman when he said that they were still standard. It is nice to know that the salesman is "positive" he did not mislead us, but who is going to remember the transaction better — a salesman who has sold many cars in the past two months or the consumer who has only bought one car in the past two months? My complaint still stands. Teton VW will tell you what they need to sell you a car and ignore you when you have any questions/concerns after you've bought it. If you complain loud enough (and file a complaint with the Revdex.com) they will respond, but only to tell you its your fault because the car was sold as is. Buyer beware.
To address the issue about getting back with you when you first called in you talked with one of the sales managers multiple times. And he was doing research trying to find out if heated mirrors could actually put on your car. But before he had a chance to gather all the information and get back with you, you had already filled a complaint with Volkswagen of America. And we did respond very promptly to that complaint. I did read your complaint from the Revdex.com and I also read your complaint from Volkswagen of America and in that complaint you stated that the sales man told you that All VW's came standard with leather, heated seats and heated mirrors. Our sales staff does extensive product training on all VW models. If you are unhappy with the car you picked out we would be glad to take it back on trade toward the purchase of a different vehicle that would give you all the options that you would like to have on it. Again I would like to apologize for any miss understanding that you had with your purchase.
I am writing this letter in response to the Revdex.com claim filed on 7/9/2015 by [redacted]. I am sorry to hear about the problems that he had with his former 2006 TDI Jetta. On March 6, 2015 the vehicle was towed in to Teton Volkswagen stating “Customer states...
the vehicle won’t start, states she was driving vehicle started to blow smoke lost all power and then died.” The Registered Certified Volkswagen Technician diagnosed vehicle found that the battery was dead, tech replaced the battery. Tech started vehicle found it starts and died removed valve cover found cam follower badly damaged valves sticking through follower.
The customer was recommended two different courses of action one was to replace the cam shaft along with associated valves and the other would be to replace the complete head assembly. The customer opted for the second option of the two, after removing the cylinder head the technician found that a valve had contacted the top of piston number three. Based off the damage to the piston the technician recommended replacing the piston head. See attached repair order #[redacted] (page 2, part number 038-0107-065-LD-001), reference illustration 107-00. The part that we replaced was item number 1 which was the complete assembly for the piston head, along with the original repair that was recommended.
On April 10, 2015 the customer drove the vehicle back into Idaho Falls to have a check engine light and a oil leak diagnosed. “Customer states that there is an oil leak and the check engine light is on, had head replaced here about a month ago, required diag.” Technician found a leak from the cam cover gasket which was replaced under the 12 month, 12,000 mile parts warranty. Technician diagnosed the check engine light, he found there was active code set for p0234 turbo over boost. There was a recommendation sheet which you will see is attached, in this recommendation we use the related and immediate lines not the maintenance item. We use the maintenance sections for items that are not considered to be vital at the time of the inspection. No misfire codes were noted on any of the cylinders see attachment from Volkswagen’s national data base. This system stores all data once the vehicle has been connected to the scan tool. It stores all the information in the national data base, this information can only be retrieved by entering the VIN number so it is specific to that vehicle.
Customer returned vehicle to the dealership on a trailer “Customer states there is smoking coming from the vehicle request to diag.” The technician diagnosed the vehicle the codes that were current at the time were P0303 which indicates a misfire on cylinder three and P0234 for turbo over boost. This misfire code did not present itself until this visit, note the piston head was replaced upon initial repair due to the physical damage from the valve not due to a misfiring condition. The technician and the service manager decided to get a third party opinion on the vehicle so they contacted Volkswagen Technical Assistance. See the attached document which shows that the last paragraph stating that the connecting rod is bent. Which is illustrated in attached document 105-033, item number 14. As you can see this is not the part which we had replace if we had replaced that portion it would be covered under a parts warranty. If this connecting rod had been bent the whole time the vehicle would have had a misfire from the time that it left our dealership. The misfire which is code p0303 only occurred on this most recent visit, showing that the bent push rod occurred some time between the second and third visit. At this point the customer was no longer returning call to the dealership and the used car manager from [redacted] was calling about the vehicle stating that they traded the car in. We indicated to [redacted] the used car manager, [redacted] the Sales Manager, and [redacted] the service manager that this issue the customer brought the vehicle in was unrelated to the original repair and unfortunately would not be cover under any warranty. Then they indicated that they would let the customer know that it was a non-covered item since they were no longer returning our calls. Based on the cars condition at the time of trade to the [redacted], they were paid fair market value for the vehicle. The information provided here shows there is no correlation between the initial repair and the subsequent failure of the turbo and the bend push rod on cylinder number three from the over boosting turbo.
Sincerely,
Dave H[redacted]
General Manager Teton Volkswagen
I am not satisfied with Teton Volkswagen's answer to my complaint. Please do not close this case. Their "service department" didn't want to fix my car, they just wanted to put a band aid on it and get it out of their hair and the are using codes to justify a poor repair job. There are three issues that they still need to address.1. Mr. H[redacted] states that after we opted for the second option the technician found damage to piston number three. That isn't exactly how it went down. They replaced the complete head assembly and put the engine back together. When they went to test drive it, they found that the engine wasn't running right. They failed to record the engine error code there but I am confident that the error code was P0303 - misfire on cylinder three. Tom W[redacted] the service manager then told us they needed a little more time because the engine still wasn't running right and they were going to replace the fuel injectors for cylinder three. After replacing the fuel injectors and putting the engine back together, they still found the engine to not be running right. They failed to record the error code there as well and I am sure it read P0303 - misfire on cylinder three. It was only then that the technician pulled the engine apart again to find damage to piston number three. Tom called to tell us that they needed more money to fix the piston. We have had multiple mechanics tell us that with this much damage to the top end - the technician should have looked on the bottom end of the engine to look for damages there as well to make sure there wasn't any damage to the push arm - that didn't happen. They simply put it back together to get it out of their hair. LESS THAN 1000 miles later P0303 shows up and piston three isn't working AGAIN. This issue was poorly diagnosed, poorly repaired, and poorly resolved. It definitely wasn't worth the $3700 to fix the engine.2. Mr. H[redacted] states that we stopped returning phone calls. When we met a dead end with Tom W[redacted], we wanted to talk to someone higher up the chain of command. We called and left a message for Travis Z[redacted] and he called us to get our story. He stated that he would "look into it and call you back." After a week, I called and had to leave a message for him. He didn't call me back. I again called and left him another message with no return call. Tom W[redacted] finally called and left a message stating that our car was gone and they weren't going to do anything. I didn't call Tom back as he was the original dead end. My wife then called to speak to Mario H[redacted] and had to leave a message. The former manager of Teton Volkswagen called me and got my story again. He then told me he was going to "look into it and call you back." He never called us back. So to say we stopped returning phone calls is not entirely correct. The one man we were done speaking to was Tom W[redacted]. We wanted to speak to someone else - that really didn't happen.3. Tom W[redacted] verbally told my wife that driving the car with a turbo overboost would NOT damage the engine. He then let her drive away with no warning that doing so would severely damage the engine further. He then told us that the turbo overboost was absolutely the reason that the engine was further damaged. They can claim that they recommended that we immediately replace the turbo on paper but that wasn't the impression given to my wife. Mr. H[redacted] implies that we should have not listened to his service manager and instead looked at the recommendation sheet and forked out an additional $3000 to replace the turbo immediately to avoid further damaging the engine. That is close to $7,000 in one month! Tom gave my wife the impression that we'd be okay to drive it in its current condition and that it might last a day or a year, but eventually it was going to need to be replaced.Mr. H[redacted] is using codes to justify sticking it to his customers. The above three items are 100% fact. If ours was the only experience like this, it would not be okay...but we met another couple at Smith Chevrolet that had the exact same experience with Teton Volkswagen. For a company that has the motto "no problem" it seems the only way for that to come true is for the customer to pay them exorbitant prices and go away and there will be "no problem." I would expect better of a company that makes such outrageous claims.