I brought my 21 year old B5 into this dealership for some
help with the ignition. I had accidentally snapped the plastic replacement key off into it before getting the opportunity to have new keys cut -- thi
help with the ignition. I had accidentally snapped the plastic replacement key off into it before getting the opportunity to have new keys cut -- this is because a set of two from the dealer (who is the only licensed business to order keys from the factory in the entire area) is nearly $500. I tried 3 different locksmiths to get the broken portion out of the ignition to no avail, and ended up having to get my car towed using roller blocks as it was stored in underground parking with the steering rack locked. I had maintained constant communication with a service advisor there, informing them of my intent to have the car delivered, and explained SEVERAL TIMES what the problem with the ignition was.
I returned to them about a week after this to get something I needed out of my car and they were able to look up who I was to fetch my key to let me in. I was asked upon this visit "what's wrong with the car" which I found odd, but brushed off since the man who helped me was not primarily my point of contact throughout the process.
Two more weeks go by with no contact whatsoever from them, I try calling my service advisor numerous times asking for an update in good faith and either get sent directly to their voicemail, or do not receive a return call. This is the first time that I went in to the dealer and learned that they had actually not even inspected my car, despite it being 3 weeks. They attempted then to insinuate the extremely professional individual that helped me with towing, had dropped my car off to a renowned dealer without even so much as mentioning the car was there, despite it being done during the middle of the day. Based on the fact that I myself had to help the tow driver and have worked in automotive before, I know this is a disingenious claim. They would have needed at least 1 - 2 people's assistance based on the way that it was parked in their lot space, and that the B5 is not a light car.
The meat and potatoes of all of this is that despite the absolutely horrible customer service and lack of urgency whatsoever, they still expect to charge $1100 for the repair bill, on a 21 year old car which I bought for $500. This has cost me time, money and placed unnecessary stress on me as, at the time of writing this, I am slated to begin a new job on Monday.
Any time I call the service advisor I get the typical run around and deflection of "oh we're short staffed" ( I have seen with my own eyes full staffing in their service advisor department), "I was just about to call you" ( I called and left many unanswered voicemails asking for status), "Oh the parts just came in 30 minutes ago, but it will take until Monday afternoon to fix" (I looked up how to actually replace the ignition, and it takes about 20 minutes).
Stay away at all costs unless it is absolutely manufacturer required that you patronize this stealership.
I won't name names, but am incredibly disappointed and angry with the "service" I have received to date.