The engine light of my tiguan was on. I got the code read at autoparts which showed the diagnosis code was P0299 related to the underboost of the turbocharger. On 06/13/2018, I decided to go the gene Langan VW since it seems this place has the good reputation, which may give me the confidence to solve the problem. The front desk, Marlon S George, was in charge of my case. When I left my car to the technician, it took about half hour (only half hour!!!, no any driving testing for the turbo underboost problem), and then I was told the whole turbocharger needed to be replaced. How can I believe the whole turbocharger is done and required to be replaced? I searched on the web before going to the dealer and found a lot of people encountered this same diagnosis code P0299. But, to solve the problem, they only replaced a tiny part of the turbocharger. As my car is out of warranty, the dealer quoted a price of $2126.04, in which the labor is 6.5 hours and $780, and part is $1346.04. I was definitely shocked!!! Some people on the vw forum shared their experience, saying you should call the vw of America to plead for the relief. So I told the dearship I would try to contact with the vw of American and asked if they knew the phone number I could use to contact with vw of America. They gave me the number:1800-222-8987 (a wrong number!! The correct one is: 1800-822-8987). As I thought this dealer was reliable, I told them I would come back to fix my car after some phone calls with vw of America. They charged me the diagnosis fee, but they promised me the diagnosis fee would be as my repair fee after I came back to fix my car.
On 06/14/2018 and 06/15/2018, after I called the vw of America, they would like to cover the part, but I have to pay the labor. In order to know the average labor hours to replace turbocharger in Hartford area, I called several dealers. No place will take more than 6.5 hours, and Crowley VW even only takes 5 hours to finish this job. So I thought 6.5 hours labor would be reasonable. More importantly, the diagnosis fee could be refunded if I went to the gene VW for the repair as they promised me.
On 06/19/2018, I decided to drop off my car on Tuesday so that they could have the whole day of Wednesday to replace the turbocharger. I arrived at there around 5pm and met with Marlon S George, and explained to him I was coming back to fix my car, and showed him the diagnosis fee they charged me several days ago. And he told me he would take care of that. The manager, Chris, came out and said the labor should be 7.3 hours because they gave the estimation of 7.3 hours labor to VW of America when the regional manager of VW of America contacted with them to confirm that VW of American would cover the turbocharger and I needed to pay the labor. How could the two times of quotes be different at the same dealer? The only explanation which can work is they tried their hard to rip me off and charge me more. After some argument, they agreed with the 6.5 hours labor. But when I asked for the loaner, they would not give the loaner. The simple reason Marlon S George told me was that my car was not bought there. What discrimination the dear has!!!! Anyway, this was not a big deal for me since my friend could give me a ride.
The next day, 06/20/2018, when I was picking up may car at around 5:50pm because I should wait for the ride of my friend. I found the amount I would pay was not correct. they did not deduct the diagnosis fee from the amount unlike what they promised me before. I argued with Marlon S George. He told me they should have charged me 7.3 hours but right now only 6.5 hours. What the xxxx!!! We had the agreement of 6.5 hours before the repair. Right now, they told me the labor should 7.3 hours and would not refund the diagnosis fee after the repair. This guy had very bad attitude and even threw the paper documents of my car. What the xxxx!!! That was your problem, not the customer. He asked to talk this with service manager, but the manager was not there at that moment (left work before working hour). Because my home is far from the dealer and I do not want to give many troubles to my friend to give me the ride again, I paid the amount and picked up my car.
Today, 06/21/2018, I called the service manager to discuss this issue. The attitude of the manager was very very bad, and said they should have charged me 7.3 hours labor, which was the estimation to the VW of America, and asked me to call VW of America. They would not refund the diagnosis fee. The manager rudely hung up my phone even if I was talking. VERY VERY RUDELY!!!!!! Then I called the customer service of VW of America to clarify the whole thing. The customer service told me the VW of America would only cover the part, turbocharger, and I should discuss the labor with the dealer. 7.3 hours labor is only the estimation given by the dealer when the regional manager of VW of America confirms the warranty to cover the part. In conclusion, there is nothing to do with VW of America. The dealer only wants to find some reasons to charge me more.
Overall, Gene Langan Volkswagen always tries their snakiest and dirtiest ways to rip off the customers. Please open your eyes to see the truth!!! If there is a zero star, I will choose it, no doubt!!!!