Waldorf Volkswagen & Subaru

**This Review is directed towards the service department [redacted] On a friday, I set up a 10:15am appointment for the following monday to have my fuel pump timing adjusted on my Beetle TDI(a fifteen minute job, half hour tops, I expected to pay for full hour, no big deal, Waldorf VW is the only place in an hour radius that has the tools needed to perform this) On friday's phone call I was assured the schedule was wide open for the entire weekSounds great! I arrive at the service desk on monday at I stood there an awkward minutes until I was greeted (I mean I don't really care personally but I know how customer service is supposed to go)They have no clue who I am, no record of my appointmentAn hour goes by, I see my vehicle hasn't moved in the parking lot the entire timeThey call me up to the counter and give me a quote for a new fuel pumpNo thanks, I drove the car an hour from Lexington Park that morning to arrive in WaldorfThe pump itself is working fineWhen I filled out my information on their clipboard I wrote a note with exactly what I needed to be doneBut I explained it again, the guy behind the counter didn't understand what he was quoting me for, and didn't understand what needed to be done, so I explained to himNo big dealI wait again, another hour, This time he explains to me that it will take three hours, and quotes me $or some ridiculous odd number just over that sounds preciseI calmly and politely ask, "may I speak to a technician or a manager who understands what I would like to be done, because speaking through you to the magic man in the back with the answers is not in any way efficient." Guy says "sure, it will be a minute though he's tied up in a job." half hour of waiting later, it dawns on me, if they can't even facilitate executing the basics of communication or customer service the right way, how in tarnation are they going to facilitate getting cars fixed the right way? So I kindly asked for my keys and walked away Forgive me, I am relatively new to the area, but do I need to make a scene to get what I need accomplished around here? YikesMoral of the story, pay attention to the details, the little things, check your vehicle's fluids regularly, avoid Waldorf VW service if you can, even if its your only option to get you car fixed to specRant overP.SMy name is Jarod Johnson, hunt me down or spam my email if you're that bitter, I only put my name here because maybe theres a chance you guys will call me back with an actual appointment; see I still have a car that runs a little rough and no current solution in sight

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:According to ** [redacted] the labor rate charged for the two repairs on my vehicle were $and $for a total labor charge of $ If this is true then I would have been charged $per hour for the hour labor time listed on my invoice It would be very helpful if ** [redacted] could confirm his hourly labor rate ** [redacted] makes no mention that the overfilling of fluid in my brake reservoir may have caused damage to my brake systemHe has never offered to inspect or repair this damage ** [redacted] also failed to address that the parts overcharges (that he stated he has now corrected) may have been ongoing for yearsWhat action does he plan to take for my prior overchargesSuch overcharges may have affected other customers as well.Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I appreciate the fact that the business has provided a refund for the price difference due to an overcharge on the parts. The business has not resolved the issue of the overcharge on labor cost and workmanship(ie; the master cylinder was overfilled)
Regards,*** ***

Hello,
I'm sorry for the delayThough this is the first time knowing about this situation but I handled it right awayApparently the delay was due to a bit of confusion on if the vehicle was paid off or still financed through *** They weren't sure who to send the check toMy
office manager did confirm after taking to the bank that the vehicle is still financed and I am sending a refund check today to ***I have attached a scan of that check for your recordsAgain, on behalf of my staff I am sorry for the delayThanks,Wesley G***Chief Operating Officer
***@greenwayautomotive.com
###-###-#### Alexandria (Direct)
###-###-#### Waldorf

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:According to **. [redacted] the labor rate charged for the two repairs on my vehicle were $476.00 and $297.50 for a total labor charge of $773.50.  If this is true then I would have been charged $119.00 per hour for the 6.5 hour labor time listed on my invoice.  It would be very helpful if **. [redacted] could confirm his hourly labor rate.
**. [redacted] makes no mention that the overfilling of fluid in my brake reservoir may have caused damage to my brake system. He has never offered to inspect or repair this damage.
**. [redacted] also failed to address that the parts overcharges (that he stated he has now corrected) may have been ongoing for years. What action does he plan to take for my prior overcharges. Such overcharges may have  affected other customers as well.Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  We ran into issues getting the refund check to our bank, but they have finally confirmed the check as of today for deposit.
Best regards and much thanks,
[redacted]

Good Day. [redacted] I have contacted this customer on 2/27/2014 and resolved this to his satisfaction. We reimbursed this customer $179.17 which...

is what he was asking for; we did find a concern on our end that we resolved as per this situation.
 
[redacted]
Service Director
Waldorf Volkswagen ,Subaru , Mazda
###-###-####
[redacted].com

Date Sent: 4/1/2014 3:31:47 PM
I have addressed the Parts issue and reimburst the customer for the difference. I have resurched with our pricing and the labor prices paid by the customer are the standard prices we charge to install Front and Rear Brake Pads and Rotors. We also replaced the left inner CV boot and reclamped the right side inner boot. So to recap his charges we charged $476.00 for Brake labor and Parts were $728.07. The repairs to the CV boot labor was $297.50 and the parts were $43.25. These prices are our prices and we are not williling to make any further adjustments.
[redacted]
Service Director

THIS IS EXACTLY WHAT I SENT TO THE CUSTOMER ABOUT HER COMPLAINT.
Thank you for bringing this to my attention. Here we are only allowed by the owners to PATCH tires....

Which means the tire has to be removed from the rim and patched from the inside and then remounted and balanced. Allot of places are still using the old method of PLUGING tires which can be done without removing the tire from the rim. The tires on our cars now are steel belted. It is not recommended by the Rubber Manufacturers Association (http://www.rma.org/tire-safety/tire-repair/ ) to plug tires any longer. This is the safest way to repair your tire. We want to make sure you are safe.  
PLEASE LOOK INTO THE LINK I SENT OUR CUSTOMER. THIS IS THE SAFEST MEANS OF REPAIRING HER TIRE.

**This Review is directed towards the service department**
On a friday, I set up a 10:15am appointment for the following monday to have my fuel pump timing adjusted on my 99 Beetle TDI. (a fifteen minute job, half hour tops, I expected to pay for full hour, no big deal, Waldorf VW is the only place in an hour radius that has the tools needed to perform this) On friday's phone call I was assured the schedule was wide open for the entire week. Sounds great! I arrive at the service desk on monday at 1015. I stood there an awkward 5 minutes until I was greeted (I mean I don't really care personally but I know how customer service is supposed to go)They have no clue who I am, no record of my appointment. An hour goes by, I see my vehicle hasn't moved in the parking lot the entire time. They call me up to the counter and give me a quote for a new fuel pump. No thanks, I drove the car an hour from Lexington Park that morning to arrive in Waldorf. The pump itself is working fine. When I filled out my information on their clipboard I wrote a note with exactly what I needed to be done. But I explained it again, the guy behind the counter didn't understand what he was quoting me for, and didn't understand what needed to be done, so I explained to him. No big deal. I wait again, another hour, This time he explains to me that it will take three hours, and quotes me $451.17 or some ridiculous odd number just over 450 that sounds precise. I calmly and politely ask, "may I speak to a technician or a manager who understands what I would like to be done, because speaking through you to the magic man in the back with the answers is not in any way efficient." Guy says "sure, it will be a minute though he's tied up in a job." half hour of waiting later, it dawns on me, if they can't even facilitate executing the basics of communication or customer service the right way, how in tarnation are they going to facilitate getting cars fixed the right way? So I kindly asked for my keys and walked away. Forgive me, I am relatively new to the area, but do I need to make a scene to get what I need accomplished around here? Yikes. Moral of the story, pay attention to the details, the little things, check your vehicle's fluids regularly, avoid Waldorf VW service if you can, even if its your only option to get you car fixed to spec. Rant over.
P.S. My name is Jarod Johnson, hunt me down or spam my email if you're that bitter, I only put my name here because maybe theres a chance you guys will call me back with an actual appointment; see I still have a car that runs a little rough and no current solution in sight.

COMPLAINT ID # [redacted]
Roman"> 
I have checked all our paper work, and discussed this vehicle repair
With the technician that worked on the car.
 
When the car was received it would not run as the customer states. We spent a few hours diagnosing this concern as is stated by the customer when we requested more time to diagnose. It was determined to get this vehicle to start that it needed to have the fuel pump replaced, there was no fuel pressure which is why it was towed in. The fuel pump has a shaft in it that was broken not allowing any fuel pressure in the system.
 
We did call the customer and gave him a quote about $925.00 in parts ( pump $494.13 , to fuel pipes that needed replaced at 1 for $247.04 and the 2nd at $175.56.)
The labor to replace this pump and to was $654.00.
The total to get the vehicle running the Est. Was $1800.00
 
This car had no history here with us at all, so in order to do a full and proper diagnosis at 169,742 miles was to look it over and make notes of what we could find.
Our goal is to make sure we can make a diagnosis and a quote to get this vehicle running.
 
We first had to get the vehicle to run and then complete the diagnosis. We replaced the Fuel pump and the vehicle did start.
Once it started it smoked very bad ( white smoke ) which indicates there is oil getting in the combustion chamber. After letting it run it was determined that the turbo was bad and needed to be replaced.
That is a far as we got with the diagnosis, replaced the fuel pump, got the vehicle running and continue to access the performance of the engine.
 
The customer stopped us at that point and wanted not to spend any more money on the vehicle.
 
We did the work we were paid to do, and I feel we are owed the money we charged to get his car running. The car did in fact run after we replaced the fuel pump.  After that the customer took the vehicle and we have no idea what was done after that.
 
I do not feel there is any refund deserved in this case.
 
Allen S[redacted]
Service Director
Waldorf Volkswagen.