Bill Jacobs Volkswagen - Service Center

On March 30 my wife called in to set up an appointment to get the coolant refilled. I went in to drop of the car. I told Nate Gustafson (sales service clerk) that we needed to get the coolant filled in. Nate get the coolant refilled. I went in to drop of the car. I told Nate Gustafson (sales service clerk) that we needed to get the coolant filled in. Nate informed me that he had found the appointment that my wife had scheduled and that my wife had requested an oil change as well. My wife had not requested an oil change and I did not know that she had. I told Nate that if my wife had requested an oil change then we should get the oil change. Nate informed me that this work could not be done immediately and I should stop by later in the afternoon to pick up the car. I dropped of the car and on the way back called my wife and told asked her if she had ordered the oil change - Apparently she had not. I told her to call the dealership and let them know that they should not proceed with the oil change and that I would stop by personally and confirm that as well. My wife called back - in all of fifteen minutes from when I had dropped of the car - and lo and behold - the oil change had already been done and could not be cancelled - and that by signing the document I had authorized the oil change - Mr. Gustafson completely forgot to mention that I had authorized the oil change based on his fraudulent misrepresentation that my wife had requested the oil change. Within 25 minutes from having left my car at the dealership I was back there - and got the same message from Mr. Gustafson that the oil change was already done. I was furious - I was hopping mad - I requested to speak to a manager and Mr. Gustafson found "a manager" Mr. Jose - who would be able to help me. I could not tell if Mr. Jose was really a manager there or just part of the whole act. Mr. Jose and Mr. Gustafson wanted to make sure that I did not leave unhappy and wondered what they might be able to do to help me feel better. I don't like being lied to - and I don't care for $75 - I hate being cheated - It became obvious that all they were looking to do was to offer me a discount - I wasn't looking for a discount. I recognize that these are tough times for the auto industry as well as all the people employed in the business - But cheating your customers will not make things better for you - You are only killing the goose that can lay the golden egg. I will never go back to Bill Jacobs VW again. If other people have had similar experiences then I hope the better business bureau can take action against this company. I hope this money was really important and meaningful and worthwhile for Bill Jacobs and Mr. Gustafson. I was furious and so I had to vent - thanks for reading. More

Scheduled maintenance costs $114 just to do the diagnostics (plug into computer to get what's 'scheduled'). I could have read that in the owner's manual! At 50,000 miles, the only work done was a diagnostics (plug into computer to get what's 'scheduled'). I could have read that in the owner's manual! At 50,000 miles, the only work done was a change of the spark plugs; replace brake fluid & an oil/filter change. Everything else (which amounted to over $500) was to CHECK various things. Additionally, they did a "Fuel/induction system cleaning service" which was due to the 'carbon build-up in the intake manifold' ($200). For good measure, they left the full can of carb intake cleaner on the front seat of my car. Huh...I was taught that carbon was the result of combustion which should not take place anywhere NEAR the intake manifold. It's something they try to get me to have done every time I go there. If it's really necessary that often, isn't that a design flaw? I had a chatter (grinding) on the front end that required a torn CV boot to be relaced (which had been replaced at another service provider a month earlier). $300 later, the chatter remained. Every time I've brought the car in for one thing, they find 2 or 3 other things that 'need' to be done...for another $500. If you want to pay them to do over-priced work, go ahead. However, they'll try to get every penny from you that they can. How do you think they pay for the fancy waiting area? More