Colonial Volkswagen of Medford

Colonial Volkswagen of Medford responded

Thank you, Stanley! It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that Paul met your expectations. Thank you again for choosing Colonial Volkswagen of Medford, we look forward to having you as one of our valued customers for many more years to come!

Colonial Volkswagen of Medford responded

We're sorry that you didn't have a completely satisfying visit. Would it be possible to have someone from our management team reach out to you directly to discuss this? We'd love the opportunity to address any issues with our team here. Thank you for your time, Fritz, and hopefully, we can get to the bottom of this. Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

Miss Spiro, Thank you for your feedback but, unfortunately, we feel as though this review is omitting a few important facts and is a complete misrepresentation of what happened during your service visit to our store. I would first like to start by saying that we go out of our way to provide the best customer service possible to everyone that comes into our dealership. We also take the safety of our clients extremely seriously. For you to state that your safety was in jeopardy, based on what my 30-year VW Master Certified Technician said and what our diagnostic system picked up, is completely false. When you arrived at our dealership on March 4th, with 149,975 miles on your car, you told our service consultant that the EPC light had intermittently come on but had gone out, and that your vehicle was currently showing no symptoms of there being an issue. My shop foreman scanned the onboard computer and found a fault for the cam shaft position sensor. He inspected the part and found no visible issue with it. Had the part failed, the EPC light that you said had been on prior, would have stayed on due to the sensor malfunctioning. During his inspection he did note that the oil was low and that could have caused the intermittent fault so he topped off the oil. When you came in to pick up your vehicle, my service manager Frank sat down with you to explain what we had found. At no point did you offer to pay for the repairs. Just like when our sister store told you that they would need you to approve extra diagnostic time and you declined to pay for them to diagnose this exact same complaint a month prior. However, you did bring up the PZEV warranty that would coincidentally expire at 150,000 miles on your odometer, or only 25 miles from when you drove out of our lot, countless times. Almost as though you had decided that whatever was going on with your car needed to be covered by that warranty so you made sure to bring it in just under the mileage limit even though your car had 0 warning lights on at the time and was experiencing 0 overt symptoms of a problem. It also seemed apparent that you tried the same thing 100 miles and one month prior at our sister store. In order to be reimbursed by VW's warranty department there is a specific process, there are specific parts and very specific conditions that must be met. None of which were met in this case. I truly do feel bad when people are having issues with their vehicles and we always want to do what we can to help. With that said you wrote a review full of lies about our sister store a month ago when you didn't get what you wanted there and now we are the target of baseless, and completely made up claims, just as you did to them. When you left here, you were absolutely not in danger, and in no way was your life in jeopardy. You were not refused service after a warranty claim because there was no warranty claim to be made, and you never once offered to pay out of pocket. Again, I am sorry you are having issues with your vehicle, however trying to force a dealership to pay for your repairs by lying online, threatening legal action and complaining to VW's customer care team is just wrong. Regards, Derek Pound General Manager Colonial VW of Medford

Colonial Volkswagen of Medford responded

Thanks for sharing about your experience with Colonial Volkswagen of Medford. We appreciate your business and hope to see you again soon! Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

Thank you for your business and this service review. We're happy to hear Frank and our team were able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know. Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

Thank you for your business and this review. We're happy to hear Steven and our team were able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know.

Colonial Volkswagen of Medford responded

Thank you so much for taking the time to share your feedback with us. We are delighted to learn about your positive experience! If there is anything else we can do to assist you, please do not hesitate to let us know. Paul and the team are always happy to help!

Colonial Volkswagen of Medford responded

Thank you for your very kind review. We strive to make sure that all of our customers leave happy, and it's great to hear about your excellent experience here at Colonial Volkswagen of Medford. Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

Thank you for taking the time to write this review and let us know how we are doing. Our customers are our top priority and your feedback is greatly appreciated! Jason, John, and our team here at Colonial Volkswagen of Medford are glad to have you as a customer.

Colonial Volkswagen of Medford responded

Providing a positive experience is our top priority, and we're sorry that we failed here. We'd love the opportunity to discuss your visit in greater detail and clear up any issues we can. If it's possible to talk about your experience one-on-one, please reach out to us directly to let us know the best way to contact you and we will reach out.