Leith Volkswagen of Cary - Service Center

Leith Volkswagen of Cary responded

We appreciate the opportunity to try and take care of your vehicle. It is unfortunate we could not make you happy with all of our efforts. Please know we wish you the best in your future automotive needs. Best of luck.

Leith Volkswagen of Cary responded

Thank you, BezersSLPSS for your post about our Service Department! It is great that you had such a great experience even though you were in a rental vehicle. Our Service Manager, Rusty Carter, is very involved in all aspects of our customers experience. His dedication to customer satisfaction and that of his staff is why we are highly rated on many review sites. We appreciate the the 5 star rating and compliments. Thank you for your business from your friends at Leith Volkswagen of Cary. Please feel free to contact us if you ever need anything. And remember to like us on Facebook! Das Auto.

Leith Volkswagen of Cary responded

Dear Ms. Valencia, I really am very sorry to read these comments. I can understand the frustration in trying to get your car repaired, and yes, we are the professionals. Every once in a while a car comes along that is particularly difficult to repair. When your car first came in, it had a torque signal fault and air flow meter (lean condition) faults. We are aware that part of this is a torque signal fault being recorded in the TCM. We have spoken to VW technical assistance specifically about that. They have assured us that the torque signal is a result of engine performance and not the cause of your issue. It is an input to the transmission, not information from the transmission. They have specifically told us not to replace the TCM as that would be a waste of your money. We have seen some TCM failures, but they have a different set of faults and very poor shift quality. I know you have had to spend quite a bit on this car since you bought it a few months ago, but we also have over 9 hours of time invested in it that we have not billed you for. We have done this to make sure that you are getting the best product we can give you. We have had VW engineers involved in the diagnoses as well a technician working on your vehicle that has over 10 years of experience. We do not have an inexperienced person working on your car. We are not "guessing". We have reasons for each step we have performed. Admittedly, we haven't gotten you repaired yet, but we have made progress in getting the data to improve. For example, before we replaced your AFM, the grams-per-second were way off. After replacing it, they were perfect. So there is more happening than just a light being on. As for the accusations of "ego, not checking the TCM, giving you a run around because you are female, we don't want to fix your car, compensating for a lack of knowledge, and best guesses", none of these are true. We would not give you the run-around AND provide you with a car to drive as we have done. We would not spend more un-billed time on your car than paid time if we were not trying to give you the best product we could. If we had replaced the TCM, you would have spent a tremendous amount of additional money, and be right here in the same place. Sincerely, Rusty Carter Service Manager Leith Volkswagen of Cary (919) 297-1640

Leith Volkswagen of Cary responded

Hello Ms. Yaylacicegi, I appreciate your response and information. I have spoken with our Service Manager, Rusty Carter, and he has responded below. After reading this, should you have more questions, please feel free to contact me at (919) 589-0029, or Mr. Carter at (919) 297-1640. Thank you for your time, and as always we value you as a customer. Warmest regards, Ruth Garratt Brand Loyalty Manager Leith Volkswagen of Cary ********************************************************** Ms. Yaylacicegi, I am terribly sorry that your experience here went so poorly. That is certainly not our intention. We work very hard to try and provide our customers with a positive experience. Unfortunately, sometimes it does not work out as planned. With that said, it looks like some of our processes may have come across in the wrong way to you; so I would like to address them, and provide some insight as to how we do things the way we do. With regard to loaner vehicles, we have a small fleet of cars that are used to provide alternate transportation for those customers whose cars are inoperable for more than one day. We don’t want our customers inconvenienced any more than they have to be, for a break down, and we try to keep them mobile. We offer shuttle service for our customers that need help during the day, it doesn't meet everyone’s schedule, but we try to get our customers where they need to be. As far as your comment, ‘waiting for the staff to check if I was cheating the system’, we check VW’s ELSA system on every car that comes in the door for recalls, campaigns, and warranty extensions. Similarly, we have run into many instances of dealerships claiming the wrong maintenance on cars, making it impossible for us to correctly submit claims to VW, so we check those as well. There is also a time limit for each of these services, so we need to ensure we are within those parameters as well. We are not challenging your integrity or honesty. This is part of the process for submitting claims to VW. When we receive a new customer from another dealership, there are several questions we will ask to either, get to know the customer a bit, or that may have an effect on their warranties or ownership experience. Asking if you bought the car new or used is one of those questions. There is a page on the Volkswagen site that specifically records original owner or current owner. It’s very unfortunate that the new/used question was interpreted the way it was. An accent, a skin color, a style of dress has no bearing on how we treat or how we regard any of our customers. Also, we would not intentionally move anyone without an appointment in front of someone with an appointment. It is possible that it looked that way, but I usually find there is probably more to a particular scenario than there seems to be. Lastly, our follow up call is to determine the outcome of the service repair to make sure there are no other issues with the car and that they were all addressed. Unfortunately, I cannot go back and look at the call sheet for that day to see what was recorded. However, when we make those calls, we cannot affect the VW survey being sent out. Therefore, if you are going to get one, or not, it is decided by the manufacturer before that point. I sincerely hope this helps in understanding why we do some of the things we do. We are not perfect, but we work very hard to provide a competent, capable and pleasant place to have your Volkswagen repaired and maintained. If you should decide to use our facility again, we will welcome you. Thank you for taking the time to read my response, and I wish you well. Rusty Carter Service Manager Leith Volkswagen - Cary