Update to below: not long after this review went live I was contacted by dealership. They confirmed my mailing address and sent me a refund check for 90% of the service cost. Pleased that they have largely made it right, sad that it I had to go public with the problems that could be resolved privately.
My 02 Eurovan was throwing a couple OBD-II codes and EPC light was intermittently on. We were traveling from Las Vegas to Calgary, Alberta in May 2018. I thought it prudent to seek "professional" help for repairs. I booked an appointment at Ken Garff VW in Orem, Utah for the next day. It was easy to book an appointment, not busy? That should have been a clue I guess. I brought the vehicle in at 8:30AM. It took a couple hours for them to evaluate, then a further 5 hours to apparently randomly select parts to replace. Back on the road the vehicle was still short on power, when I got to I-15(a few blocks from dealership) the EPC light came back on. Over the next 6 hours the P0101 and P0171 codes were again active. The service done did nothing to solve the problem. The vehicle limped back to Calgary with the same issues it had prior to the visit to Ken Garff VW.
Once back to Calgary I responded to the dealership email request to evaluate their service. I advised them that the repairs had no effect. I was then contacted by dealership "Brand Advocate Manager" Cortney Allan on how she would assist me in resolving the issue. Sounded to good to be true, and of course it was. I had several pleasant discussions with her but no efforts were made to resolve the situation. At end of the day there was no substance to their "reaching out" as they call it. Cortney is more of a goaltender than a problem solver, keep the customers away from talking to those that do the work and/or make decisions. Why do they bother "reaching out" for feedback if no action is planned? Save the money spent on Brand Advocate salary and hire competent mechanics.
Clearly, from the performance of my vehicle, the issues were not dealt with. Just changed a few parts (O2 sensor, Vapor Purge Valve) hoping that it may solve the problem, and sent it out on the road without so much as a test drive. Who knew that this '60s style of service is still a thing? I spent an unnecessary $550US+ for no improvement in my vehicle performance, and they just shrug their shoulders and are onto the next one. Back in Calgary I had a local non-dealership service company repair the problem, turned out to be a faulty Mass Air Flow Sensor. Cost was $330US. I have driven the vehicle over 9000 miles since with no problems.
I had hoped for a reasonable response from a venerable dealership like Ken Garffs when Cortney contacted me. One would have thought that may have included some form of compensation for the lack of useful service by Ken Garff VW and the wasting of 7 hours of my time. But no the end result was nothing, Too much to ask for fair treatment I guess. They actually wasted much more of my time with the fake pretense of concern and in the end after dragging this out for 3 months, they stopped answering my calls.
To my amusement, just today, Cortney sent me a solicitation email to attend a Halloween event at the dealership. Too funny, I'm sure a business like this was founded and built on greater principles than I have seen. At some point it will come around to bite them. Will not be doing further business with them and would strongly caution others to avoid.