"Going the extra Mile"
- Jennifer Jasas
Today 10/25 was the second time I went to have my door tightened at this dealership. The gentleman named Patrick that works in the front service center who dealt with me before acknowledge me quickly, took my car away to have it fixed and even had my car washed for me. Not that the car didn't need to be washed but that was a nice surprise that was not expected. Please tell Patrick thank you for going the extra mile. I am the head of a customer service department and there not many people today that do that.
p.s. I do not see Patrick's name on the list. He used to work in the back of the service department and was recently promoted.
"Was going to be taken for $1100"
I was told I would need a new AC Compressor for $983 before taxes. It turns out my compressor wasn't plugged into the power source. VW in general is very shady. I will not have my van serviced from VW again nor will I buy another VW. This is the 2nd time in 6 years.
"Thumbs Down "
Go to Autobarn VW if you want a service department that does not stand by their product. A product that deteriorates after 5 years…
I own a 2009 Volkswagen Tiguan which ran great for the first 5 years and then took a huge nosedive to the point where I will never buy another VW. They just simply have too many expensive things go wrong about every 4 months. After today, I will never buy another car from Autobarn dealers and recommend that you think long and hard about if you want to deal with their service department should you intend to keep a car awhile. I bought my Tiguan new at City VW which is now Autobarn. All service has been completed, per the recommended schedule, at Autobarn. Even with keeping up with their service schedule, in the last 10 months I have sunk $4,350 into my car:
Aug 2015 – replaced both fan blades fixed for $1,540.
Oct 2015 – Intake manifold went out and this was covered by VW who extended the warranty to 10 years as it is a known recurring issue in my type of engine
Feb 2016 - oil leak/replaced crank seal fixed for $2,209 (BTW, the dealer had my car for 3 days to fix this issue)
June 2016 – sluggish acceleration and misfiring NOT fixed for a cool $601
Let me explain today’s issue (June 2016) and why I will never do business with Autobarn again: After paying $601, I drove about 1 mile from the dealership and noticed the issue that was supposedly fixed was still occurring. I drove another mile to see if it would perhaps fix itself (wishful thinking). It didn’t and the issue was clearly not solved by the $601 worth of work.
Very annoyed and angry I arrive back at Autobarn with my Father. One guy attempted to help us but clearly needed to escalate to a Manager. He was trying best he could and did a good job but we needed a higher level. I ask for a Manager who I can see sitting in an office about 30 feet from our situation. He is willfully and intentionally trying to ignore us (way to have your employee’s back, BTW!). Anyway, he peels himself from his chair and up walks Jon Gomes. From the very moment Jon opens his mouth he is defensive and flippant about the whole situation. Jon clearly was thinking how dare we be mad that Autobarn didn’t fix my car after spending $601. Instead of apologizing, which only the first employee who helped us did, Jon tells us that he will have a tech run the diagnostic to see what is wrong. Um, funny, because I just paid $140 today for a diagnostic report!!! From that report I was told that I needed new spark plugs and ignition coils. Jon tells me that it’s probably something else that is causing the problem and is clearly annoyed when we respond ‘no kidding!!’. I state that I just paid $601 for something which I probably didn’t need and didn’t fix the issue. I state that they need to make this right and fix the issue at no further cost to me to which Jon responds ‘Call Volkswagen’. I tell him he needs to stand by his product and he states that he didn’t cause the car to break. No, Jon himself did not cause the car to break in the first place BUT he did allow me to leave with a still broken and unsafe car. Where is the ownership of issues here from Autobarn?? We remind him that he works for Volkswagen and he says he works for Autobarn. Way to own the brand and product that your company sells and services!!! Jon then starts back peddling saying that the work done probably needed to be done but something else also needs be done. I remind him that nothing has changed with the performance of the car. It is acting just like it did when I dropped it off in the morning. Jon then offers to take the coils out and put the old ones in and that he would happily refund my money with that scenario. I told him that was the most asinine idea I have heard and that again he should stand behind his product as the service manager. Anyway, as it was unsafe, I left my car for them to guess what is wrong and likely charge me an exorbitant amount of money to potentially fix. I can’t recall such a horrible customer experience. This is not a place where I am buying a $15 toy or a fast food meal. This is an establishment that has received $40 plus thousand of my hard earned money related to this vehicle (over $4k in the last 10 months for service alone). So folks, if you want superior customer service from a dealer service department, you are not going to find it here. Additionally, if you want to sink loads of money into a 6/7-year-old car, I suggest you buy a VW.