With the disrespectful way my husband and I were treated by Mr. Eric Lee who acted as owner of the Volkswagen Dealership these past 4 days when we brought our car in for a service issue . He acted in a manner that left us feeling like he was never going to accept the error that occurred in his dealership and he chose to accept the fact that his service manager (Tim) treated us like a “ping pong ball” and hit us back over to Volkswagen Customer Care department to discourage us from pursuing what we knew was the factually mistake made by the dealership. Larry Roesch Volkswagen dealership knew that Customer Care was going to not accept any ownership of the problem and would tell us to locate the owner of the dealership and work with them in the hopes of forcing us to pay the charges. Both businesses were intentionally working to help and protect the dealership not give any support to the actual customer and owner of the vehicle in dispute. The Customer Care” department assigned a record of our complaint and then preceded to say they have no power to resolve our issue. No one, in my opinion, should spend their hard earn money and buy a vehicle from this dealership with the way he (owner) clearly verbalized is “true colors” of how he feels about his customers who by the way keep him in business. He used intimidation tactics by degrading his extremely professional service employee (Mr. Pat Malone) in his office and told his employee to call us back and tell us that “these are the final numbers” and if Mr. and Mrs. have a problem with them then come pick up their (explicit) car and pay the diagnostic fee that we are going to make them pay. Mr. Lee only worked out a “deal” for a percentage off our repair because Volkswagen of America corporate executive Mr. Eric Waldowski was only willing to “please” his dealership relationship by matching the 30 percent discount that Mr. Lee was shoving down our throats because he refused to stand behind a misdiagnosed mechanical part on our vehicle that for years we were constantly informing the service department that the one part they replaced on the car when it was under warrenty did not solve the problem. In addition, all the times we brought the vehicle in for follow up service we were continually told that they found nothing wrong. Then the warrenty ran out on the car but the problem remained constant. We brought the car in for service again on Tuesday (8/21/18) and were told that Volkswagen service department found the problem part that we had been informing them of for years and now the bill was going to be $685.13 for parts, labor and taxes because the car is out of warranty. Do not ever purchase a Volkswagen brand car because I was told over the phone by top corporate executive from Volkswagen of America Headquarters in Heldon, Virginia that they do absolutely nothing for the customer who owns the vehicle and only “work” for and with the dealership on paying warrenty claims.
They sent us back to “deal” with Mr. Lee and informed me that only because I complained to them at corporate would he call the owner of the dealership to explain in a private conversation how they were going to deal with my husband and I. I got a call today (Friday) from Mr. Waldowski and he informed me that he “corporate headquarters” was going to “match” the 30 percent discount offered by Mr Lee. My husband and I could smell the stench of this shady under the table arrangement and were forced into paying the new price for the repair or come pick up our not repaired car and pay them $140.00 for diagnosing the problem. My husband and I picked up the car tonight and will never set foot in any dealership that is a Larry Roesch dealership. It is extremely sad to learn that the man whose name is still on these dealership’s signs and built his business on respecting his customers, honoring a service mistake, and valuing his hardworking service employees is no longer how the dealerships are being operated since his passing. Instead, Mr. Lee chooses to insult and intimidate his worker, who is on the “front line” of the customer service experience. Mr. Lee clearly demonstrated this morning that the customer means nothing to him because he told his employee to pass on his words of disgust with my husband and I instead of having the professionalism to call us back on the phone personally to talk civilized with us. What is so disheartening is that Larry Roesch Volkswagen on Grand Avenue in Elmhurst/Bensenville Illinois is now being managed with the frame of mind that the customer means nothing to top owners once they/you drive that vehicle off the lot or your warrenty expires. It is also very sad that this powerful car dealership would not and will not acknowledge that mistakes do occur in his dealership and that you need to acknowledge those mistakes, apologize to the customer who has kept you in business, and value a respectful two way conversation with all parties involved in a dispute. And most importantly not treat your employee like “garbage” by telling him to leave your office and make a phone call to the customer that Mr. Eric Lee should be the one making.