This all started two and a half years and two cars ago with Dick Hannah.
I will preface this with a caveat before I start this is my opinion and as objective as I can make it given all I've experienced over the last two and half years ~ Roy Saydi has done a good job in the overall scheme of things. I don't fault him for any of what I'm about to write.
At the end of February on 2016, my wife and I purchased a 2010 TDI Jetta SportWagen from the Vancouver Dick Hannah Volkswagen store. The deal was complete and the car insured but hadn't cleared their service department. While the car was in that shop having tires put on it a representative from the Portland Dick Hannah Volkswagen store took my car from the Vancouver shop and sold it to someone else. This lead to several tense/angry hours with the sales manager (who ended up terminated) and Roy Saydi (who did his best to right this situation).
I asked this to be escalated and I began communication with Robert Stites the general manager over Dick Hannah sales. I worked with Robert for a couple of months to try and find the exact car I had purchased; he brought in a vehicle from another lot that I had located & neither of us had any idea it had been an east coast car and a rust bucket.
As I was declining that car the sales rep assigned to us noticed I was looking at a new 2016 GTI and asked if I'd like to test drive it. I told him it was out of my budget & he said "why not just for fun" ... so we did and I ended up doing a three-year lease on that car to get payments inline with what that budget would allow.
Within the first two weeks of possession, the problems started. The first issue was my wife getting a shower when she flipped down the passenger side visor. It soaked her as the sunroof was leaking and had collected in/around the visor and headliner. I took the car to a closer VW dealership for this repair as Dick Hannah is an hour north of my home and I work an hour south in Salem.
Lithia had the car for several days trying to determine the problem. They located a white paper on the issue and had to use a special kit to fix the crack in the sunroof frame. This car at that time had about 300 miles on the clock.
With that issue dealt with I thought we'd be in the clear. I was wrong. Within a week I started noticing that the steering would lock the car in a straight line going down the road. It would require a substantial amount of force to move the steering in either direction too and you'd get what felt like a "click" or detent when you overcame the resistance. Again, I took it to Lithia due to proximity. All the while I'm communicating with Dick Hannah. Ultimately the electronic steering rack was replaced ~ the car had less than 1000 miles on it at that time.
Then, I received a notice of recall in the mail dealing with the fuel pump. Again, it goes back to Lithia in Salem to deal with this & once that work was completed the car started what ultimately made me get rid of it, a repeated and random raw gas smell inside the cabin of the car. I had the car in over a dozen times in six months both at Lithia and with Dick Hannah trying to remediate this issue to no avail. It was so bad I placed a trouble case with Volkswagen of America. That was a battle as they wanted nothing to do with the car and refused to buy me out as this car was clearly a lemon. I did not ask for monetary compensation, however, they paid out $5000.00 as a "we're sorry for all your trouble" but the car is your issue. There were other smaller issues like the battery failed at a year and the seal on the drivers' side LED driving light failed and they refused to replace it under warranty.
In the meantime, Roy was trying to figure out a way for the car to be replaced. He did locate a low mileage one owner 2013 TDI Sportwagen with a manual gearbox (like to car I had originally purchased). This time I bought the car outright ~ the irony here is that money I was paid was actually intended (but not articulated as such) to act as the downpayment on a replacement vehicle as neither VW or Dick Hannah were prepared to sacrifice their monetary bottom line in this even if it was the right thing to do, but I digress.
At the time of this 3rd car purchase, I paid extra to have a set of four new Michelin Pilot A/S 3 + tires installed. I thought it was all good and I've enjoyed the car now for a couple of months.
This last Thursday (7/26/18) we picked up three nails in a tire on the way home from Portland.
I called Dick Hannah that following morning to talk about this and was told to bring it in as this was a safety issue and I'd be taken care of. I was at the dealership at 8:30 Saturday morning (an hours drive north from my house) only to be told I was out of luck as there is no road hazard coverage related to the tires you buy from them. I took my case to Roy and was told the same thing. Needless to say, I was not happy. I had mistakenly believed that I'd be treated like Les Schwab who without question stands behind what they sell.
I was able to locate and purchase a replacement tire relatively close to the Portland dealership.
The net result of my day was a lost six hours of time, the added mileage on my car and $209.00 dollars out of pocket to replace the bad tire.
It's a shame, Dick Hannah put both Roy and myself in this predicament. I've enjoyed doing business with him even when it was under duress. I don't believe that they hold true to their obligation as a vendor/retailer and in the end, the slogan "Believe in nice" is merely a platitude and nothing more as nice in no way supports what should go with it ~ "Do the right thing"