Three County Volkswagen

Complaint: [redacted] I am rejecting this response because: One I am not a sheNo!!!! absolutely no warrantee was mentioned at the sale I did not even know I had purchased the oil change programNO REPAIR OR WARNTEE PROGRAMS OF ANY KIND WAS MENTIONED AT ALL DURING AND AFTER THE SALE!!!!!!INSURENCE quote was shown to me on his computer screen at his desk in the dealers show room and it was part of my decision and his sales pitch to convince me to purchase the car!!! Upon hading me the key he said to me if u get any scrapes and bump I'll take care of itAt the time I thought that was real service had never heard of a dealer offer that without additional moneyI thought I had found a great dealer with excellent after purchase service and it was a great, until I actrually needed it WOW what a model car dealer , the bad kindNo wonder car dealers have such a bad reputationI reject, reject , reject your responseNever have had such a bad erperience!!!!! U will never have me my friends, relative , associates or any one that is interested in a VW sent to your dealerEnjoy you stolen comission Regards, [redacted] ***

Good Afternoon, this email is in reference to ID# [redacted] with a customer’s last name of ***Mr [redacted] came to our service department on the afternoon of February 20th in which he stated that he had recently bought the vehicle and wanted to get a visual inspection doneNoticing that the vehicle was purchased new enough to still have temporary plates, I asked Mr [redacted] if he had any service history on the vehicle which he answer no and proceeded to request an oil changeI told Mr [redacted] that our oil and filter change is $plus tax and the visual inspection is complementaryOur visual inspection includes a multi-point inspection of suspension components, front and rear brakes, exhaust system, battery, air filter, cabin filter, engine drive belts, all engine fluids, all lights, tires, windshield, wiper blades, horn, all window operations, etc, a complete copy can be sent if requestedUpon service, our technicians found the driver side city light bulb out and the driver side cv boot leakingMr [redacted] approved replacement of the driver side city light bulb but said he could speak to his selling dealer about the cv bootThe morning of February 22nd, Mr [redacted] returned to our service department stating that the check engine light came on in the vehicleI explained to Mr [redacted] that there is a $diagnosis charge to look at the check engine lightI also proceeded to explain that the check engine light would not be related to the oil change performedMr [redacted] declined to proceedAfter speaking to my manager, Mr [redacted] returned to our service department on February 25thMr [redacted] was advised that we would diagnosis the check engine light at no charge and provide him with an estimate for any repair neededUpon diagnosis we found code pfor an evap small leakWe performed a function test system in which the system failedWe found a blocked hose to the purge valveWe recommended replacement of the purge valve for $plus taxMr [redacted] declined and said he would be contacting his selling dealerPlease contact us at Three County VW if any further information is neededThank you

I'm writing you in regards to the letter we received stating a complaint from *** ***When customer bought her Atlas she said she did not know who or how to get insuranceMr ***i, her sales rep advised her that she could do that on line and offered to help herWe are not
insurance agents by any means, however, we will assist our customers in the event that they either ask for help or advise and it is 100% up to the customer to decide if they want to go ahead with it or continue their shoppingAs far as the lifetime oil changes, our rep never offered thatthere were several different types of maintenance packages that she could have purchased which offered some perks which included free oil changes but not life timeHowever, she did purchase an extended warranty which came with a free year oil changesShe was also offered other packages like I mentioned before which may have been ding and dent protection but never for scrapes nor scratchesWe do not have such program for her type of purchaseI'm not sure what made her think she had all these things? The only package she agreed to purchase was the extended service which came with years of free oil changesWe document everything we sell and everything we give to any of our customersI will be more than happy to provide you with everething *** *** purchased and the oil changes we gave her for free

Complaint: [redacted]
I am rejecting this response because: One I am not a she. No!!!! absolutely no warrantee was mentioned at the sale . I did not even know I had purchased  the oil change program. NO REPAIR OR WARNTEE PROGRAMS OF ANY KIND WAS MENTIONED AT ALL DURING AND AFTER THE SALE!!!!!!INSURENCE quote was shown to me on his computer screen at his desk in the dealers show room and it was part of my decision and his sales pitch to convince me to purchase the car!!! Upon hading me the key he said to me if u get any scrapes and bump I'll take care of it. At the time I thought that was real service had never heard of a dealer offer that without additional money. I thought I had found a great dealer with excellent after purchase service  and it was a great, until I actrually needed it.  WOW what a model car dealer , the bad kind. No wonder car dealers have such a bad reputation. I reject, reject , reject your response. Never have had such a bad erperience!!!!! U will never have me  my friends, relative , associates or any one that is interested in a VW sent to your dealer. Enjoy you stolen comission.
Regards,
[redacted]

When I spoke to Les regarding the most recent problem caused by the mechanics at Three County VW he said "I doubt you will ever come back here . . ." at which point I said you are right. Therefore the vouchers that were given to me were an insult. He basically gave me vouchers with a monetary value knowing that I would not use them as I swore that I would never ever go back to Three County VW. And as for the what the mechanic apparently said . . . firstly that was never said in my presence and secondly the mechanics and staff at Three County VW have proven on several occasions to be untrustworthy and unreliable to the point where my health was put in danger. Les states that he replaced the splash guards as a goodwill gesture, however admissions of guilt were verbally given to me by Matt at the front desk and Les himself.

Customer said she hit a speed bump with her vehicle and the lower engine cover came down and was dragging, we brought the vehicle into the shop and secured the lower engine cover. Customer requested to speak to me, I apologized to her for the inconvenience. Asked the technician to bring the vehicle...

back into the shop on lift and inspected vehicle with the customer and technician. We found the piece that was dragging and technician cut it off. I then authorized the technician to replace all 3 engine covers at no charge as a goodwill to the customer. I also gave her a free detail and a free oil change coupon as a good will to the customer. As per the technician the previous work that was performed was not located in the area of the engine covers.

Good Afternoon, this email is in reference to ID# [redacted] with a customer’s last name of [redacted]. Mr. [redacted] came to our service department on the afternoon of February 20th in which he stated that he had recently bought the vehicle and wanted...

to get a visual inspection done. Noticing that the vehicle was purchased new enough to still have temporary plates, I asked Mr. [redacted] if he had any service history on the vehicle which he answer no and proceeded to request an oil change. I told Mr. [redacted] that our oil and filter change is $69.95 plus tax and the visual inspection is complementary. Our visual inspection includes a multi-point inspection of suspension components, front and rear brakes, exhaust system, battery, air filter, cabin filter, engine drive belts, all engine fluids, all lights, tires, windshield, wiper blades, horn, all window operations, etc, a complete copy can be sent if requested. Upon service, our technicians found the driver side city light bulb out and the driver side cv boot leaking. Mr. [redacted] approved replacement of the driver side city light bulb but said he could speak to his selling dealer about the cv boot. The morning of February 22nd, Mr. [redacted] returned to our service department stating that the check engine light came on in the vehicle. I explained to Mr. [redacted] that there is a $120 diagnosis charge to look at the check engine light. I also proceeded to explain that the check engine light would not be related to the oil change performed. Mr. [redacted] declined to proceed. After speaking to my manager, Mr. [redacted] returned to our service department on February 25th. Mr. [redacted] was advised that we would diagnosis the check engine light at no charge and provide him with an estimate for any repair needed. Upon diagnosis we found code p0456 for an evap small leak. We performed a function test system in which the system failed. We found a blocked hose to the purge valve. We recommended replacement of the purge valve for $275.73 plus tax. Mr. [redacted] declined and said he would be contacting his selling dealer. Please contact us at Three County VW if any further information is needed. Thank you.

Review: I took my car in for service in May. They found several issues with my car: my battery, front strut mounts, bearings and lower control arm and wishbone mounting needed replacing. I authorized the repairs & picked up my car a few days later. I drove my car 10 miles before my car started smoking. I pulled over and opened the hood of my car. My passenger pulled out a shop rag which was on fire. It had been left by the engine by the VW mechanic, Eric, who had worked on my car. I called VW and took my car in for inspection. I spoke to the manager Les who assured me that it was a one time mistake. He inspected the car himself and assured me that no damage was caused by the fire which started because of the rag left by the engine of my car. Out of good faith, I believed Les when he told me that the issue I had with VW was a one off. So I decided to take my car in for a service at Three County VW in January. I was told by Matt that once again, several repairs were needed: new radiator, radiator support, front & rear breaks & rotors, 3 new tires & wiper blades. I authorized the repairs which were estimated at $3200.00. A day after getting my car back I noticed a scraping sound as I went over a speed bump. I looked under my car and saw two prongs hanging down, one of which had split in two from scraping on the speed bump. I took my car back in Matt told me that there was a screw missing and apologized for the oversight (Lie #1 - there were at least 2 screws missing). I asked to speak to the manager Les. He apologized and brought in the mechanic, Wayne, who had worked on my car. I did not receive an apology from him, instead he tried to justify his mistake. Les asked him if the part was damaged, Wayne said no (Lie #2 - as previously stated, one of the hanging parts had torn). They took me to my car to show me that no damage had been done. I pointed out to Les that Wayne had cut off the damaged piece from the part that needed to be replaced. I have since discovered only one of my wiper blades was replaced.Desired Settlement: I now have to pay more money to take my car elsewhere to make sure that all the services/ parts listed above have been changed and installed properly. Clearly the mechanics employed by VW are incompetent. What are the chances that in the space of two visits that two different mechanics have caused problems with my car while making repairs? Les also told me that he had to fire a mechanic for making a serious mistake. This is obviously something that happens often at Three County VW.

Business

Response:

Customer said she hit a speed bump with her vehicle and the lower engine cover came down and was dragging, we brought the vehicle into the shop and secured the lower engine cover. Customer requested to speak to me, I apologized to her for the inconvenience. Asked the technician to bring the vehicle back into the shop on lift and inspected vehicle with the customer and technician. We found the piece that was dragging and technician cut it off. I then authorized the technician to replace all 3 engine covers at no charge as a goodwill to the customer. I also gave her a free detail and a free oil change coupon as a good will to the customer. As per the technician the previous work that was performed was not located in the area of the engine covers.

Consumer

Response:

When I spoke to Les regarding the most recent problem caused by the mechanics at Three County VW he said "I doubt you will ever come back here . . ." at which point I said you are right. Therefore the vouchers that were given to me were an insult. He basically gave me vouchers with a monetary value knowing that I would not use them as I swore that I would never ever go back to Three County VW. And as for the what the mechanic apparently said . . . firstly that was never said in my presence and secondly the mechanics and staff at Three County VW have proven on several occasions to be untrustworthy and unreliable to the point where my health was put in danger. Les states that he replaced the splash guards as a goodwill gesture, however admissions of guilt were verbally given to me by Matt at the front desk and Les himself.

Review: The same car transmission exists after several repairs, which is one of many issues that are still existing after all the services. Three County VW proceeded to attempt and claim to fix the problem, which still exists. Over the lifetime of the vehicle the same problem was repaired several times at Three County VW. However, here is a breakdown over the most recent repairs.

July 25, 2014: Mileage = 155,548 Problem: Repair Leaking Transmission; and additional "necessary" repairs = $1,563.99

July 29, 2014: Mileage= 155, 697: Same leaking issue reported; recommended another service (no charge) returned on August 19

August 19, 2014 Mileage = 155,907: Same problem reported but other necessary repairs completed $596.51

The same transmission leak was repaired in Oct 2004, Sep2006, Nov 2007, Feb 2010 all at the same dealership (car is a 1999 VW Jetta)Desired Settlement: Investigation and refund of at least $2,160 (car repair costs) as the problem is even worse now where the car transmission fluid is constantly leaking and has permanently damaged the driveway as well. Said repairs were not completed properly and other "necessary" repairs had to be completed. Car was only driven 359 miles between Jul - Aug 2014 repairs.

Business

Response:

83,730 we performed a transmission srvice 10/6/2005 94,555 replaced an engine valve cover gasket 7/25/2014 155,550 replaced transmission gasket- =$425.65 7/29/2014 155,698 found transmission fluid slightly over filled- adjusted transmission fluid level 8/19/2014 155,907 found oil leaking from an after market oil pan drain plug no transmission fluid leak at this time it was an engine oil leak from an after market oil drain plug located in the oil pan, it was neccessary to replace the oil pan due to the pan side where plug fit being stripped and a drain plug will not seal properly =$476.89

Consumer

Response:

I am rejecting this response because:

Was not clear what the response was - how many times was the transmission and transmission oil leaked repaired during the lifetime of the car? and in the last year? The transmission is still leaking and we just had to get it repaired by another service provider. Not sure where I can send my service records to have another party review to see there is something not right.

Review: My lease on a 2012 Jetta was coming to an end. Prior to returning the vehicle I called my sales contact [redacted] to review my options in signing a new lease. He told me I should come to the dealership and bring the car. He said if I sign a new lease I wouldn't have to get it inspected but if I didn't I would have to get it inspected prior to returning. I went in to see him that weekend and signed a new lease. He said nothing about having the old car inspected and nothing about expecting a final invoice, he said they would take of everything. Additionally, during the negotiation for the new lease he quoted me a price in a higher model Jetta and I said I would like lower model at reduced cost. Instead he came back with a low eroded and a price even higher than the original saying he made a mistake with his finance people. I also returned the car a month early and on the new lease I was meant to get 1 month free per sign and drive advertisements. Next thing I know I receive an invoice for the old lease for $650. I was not expecting this expense per his instructions. I also only used 1/3 of my allotted mileage over the 3 yrs. had I known the costs of returning the vehicle I wouldn't have signed a new lease, this is the 2nd household car and not a necessity. He also pressured me into completing the survey with all high marks otherwise he wouldn't get good marks even if there was one bad mark. So I obliged even though I didn't truly want to rank the service as such. After signing the lease I also sent him an email with a promotion I saw for approximately $70/month less for the same vehicle. When I called vw credit and explained my dismay they immediately took 30% off the bill but I have to pay it in 30 days to realize the discount. There was nothing else that could be done I was told.Desired Settlement: I would like them to remove the balance from my 2012 lease. I would actually like them to also take back my current lease. I would also like them to refund me for the month I paid on the old lease as I returned it a month early and I was supposed to get a month free when signing a new lease. I paid the dec bill, return the car and then paid the new bill in jan. I really should have had a month free.