Coastal Volkswagen - Service Center

I have owned 4 Volkswagens and currently have an Atlas, my first from this dealership. 20K into owning it my airbag light comes on. I bring it in and they tell me I need a module and they have to order the my first from this dealership. 20K into owning it my airbag light comes on. I bring it in and they tell me I need a module and they have to order the part. They order the part and I bring it back in to have it replaced. On my way home from having it replaced the light comes back on. I call them and explain the situation, and they ask me to bring it back in. I bring it back in a few days later upon which they keep it all day, tell me the light never came on (it was on the entire drive there) and never threw any codes so there’s nothing they can do for me. Bring it back in when it comes back on. I was frustrated but went and picked up my car and when I went to pick it up, the light was on as soon as I turned my car on. I left my car running and went back inside and told Bruce. He came out, saw the light and said “well nobody’s here anymore so there’s nothing I can do for you right now and I have no loaners so you’ll have to bring it back another time.” I was furious but left to go home. On my way home I got a call from Ryan the service manager, he apologized and promised to make it right. Offered to come pick up my car, give me a loaner, and drop my car back off to me all repaired, as well as a few other things to “make it right.” I hesitantly agreed and we left it at he would call me when he had a loaner available. Fast forward 2 weeks and it’s been radio silence, so I call to check in. Bruce again. He tells me Ryan’s on vacation for the week, but I’m at the top of the list and he’ll have Ryan call me when he returns from vacation. 2 more weeks go by and nothing again. At this point I’m so frustrated I can’t even be bothered to deal with them so I call a family member who works for a dealer an hour plus from my house. She agreed to take a look for me. Her dealership looked at it and within 5 minutes knew what the problem was because there was a company wide bulletin issued in March put out on it that comes up when you run the car. Additionally, my car had stored codes from the airbag light coming on and off both new and old. And lastly, the airbag module Coastal claimed to have replaced, was never in fact replaced, it was the original still in my car because they are marked by the manufacturer. The lies, blatant lack of customer service and the lack of follow up or even intention to “make it right” for a loyal VW customer is wild to me. What awful business. More

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