Morong-Falmouth

I bought a new Volkswagen Jetta at Morong Falmouth in 2004. I had a great experience at the time, unfortunately that service diminished over time. This is a long post, but worth the read, especially if y 2004. I had a great experience at the time, unfortunately that service diminished over time. This is a long post, but worth the read, especially if you are considering having their Service department do any work on your car. A few months ago, random electrical issues started popping up literally overnight. I got in my car one morning to go to work and my window switches worked intermittently, cruise control shut itself off randomly, car wouldn't lock anymore, or if it did, it would unlock itself shortly thereafter. I couldn't arm the alarm at all. There were other strange issues as well, but you get the idea. Since it was electrical, I figured this would be a dealership job so I brought it to Morong at 8:00AM. I explained the issues to my service advisor and he told me he would call me when they had a diagnosis and to let me know what the cost would be before they did any work. I hadn't heard anything by 12:00PM, so I thought I would give a call to see if they had any ideas. My service advisor, Bryan told me that multiple parts/modules had gone bad and needed to be replaced: “It looks like the door switches, steering wheel control module, some electrical component for the locks had all gone bad. Total bill will be around $700 - $800”, Bryan said. (paraphrasing) Shocked, I replied, “Umm, my car hadn't been struck by lightning and I didn't drive it into Casco Bay...why would all that happen at once?” “These things happen from time to time - can I start the work now?” “Just do the door switches, I don't care enough about cruise control to pay that kind of money”. “Very good, I'll give you a call when your car is ready.” 4:30PM rolls around and I hear nothing from Bryan. I got out of work and just went to the dealership. I found Bryan and asked if my car was ready. “Oh, hello...I’m sorry, but we actually don't have the door switches in stock and we couldn't do the work.” says Brian “Really? No phone call?” I replied. “I've been really busy with other customers, sir, sorry for the inconvenience....” Ugh...whatever, at this point I am a bit disgruntled as I haven't gotten any love from Morong at this point...but this isn't the worst part. He then tells me, “Well, I have to charge you for the tech's diagnostic time - 4 hours” I was beside myself. “You're going to charge me 4 hours of diagnostics and you didn't even do anything?” “Well, we need to get something for the tech's time”. “You didn't do anything. There is no way I am giving you $380 for nothing.” “Tell you what, I'll take 2.5 hours off since we didn't have the switch.” I was fuming and getting ready to explode, but paid the bill anyway of $161.08 as I had to pick up my son. When I got home, I started doing some research on the internet to see what would cause all of these systems to go bad. To shorten this a bit, after doing some research, I found a common culprit that could be causing all of these issues – the CAN-bus. If you aren’t familiar with what a CANBus is, it is basically a messaging system that relays messages between modules in a car. As an example, when you lift up on the power window switch, a message is broadcast to some module that is listening. It interprets the message and controls the window motor to roll the window up. So, with some diagnostic hardware and software I have at home (VAG-COM from RossTech), I connected to my car and very quickly was able to determine that there was garbage being broadcast on the CANBus. This made me think of an adapter I bought to retain use of my car’s steering wheel controls with my aftermarket radio which makes use of the CANBus...definitely worth a try. After about 5 minutes, I determined this adapter was the source of the problems…when I removed it, EVERYTHING started working properly again. Windows, locks, alarm, remote, cruise…all of it right back the way it was. Morong was going to sell me $700+ worth of parts + hours of labor (who knows what else). What exactly did these “technicians” do for 4 hours of labor other than misdiagnose the problem and charge me for it? Had they actually done some real diagnostics and determined this was the problem, I would have gladly paid for that hour's worth of diagnostics as it was a problem with something I added to the car. But instead, they definitively told me that 3+ other systems had gone bad. I want my $161.08 back. I called Bryan the next day, told him what I found out and that I think I am due a refund. Naturally he hemmed and hawed at first, but then agreed that the tech should have tested this and it shouldn't have taken 4 hours to come up with a completely wrong diagnosis. He told me he needed to talk to his service manager to push the refund through and as soon as he did he would send me a check. I sort of laughed at this, as it seems so cliché to send a check in the mail, but whatever, I was happy that they were going to correct the issue and retain me as a customer. Well, unfortunately that never happened. 2 months later, and over a dozen phone calls and trips to the dealership I have been blown off over and over again. Every time I call there, Bryan tells me, “Oh, yeah – I need to get my managers permission; I just missed him last time you called. I’ll talk to him today and get that check mailed out.” I’ve heard that at least 3 times now. Whenever I call there and end up on voicemail, whether the Service manager or Bryan, I NEVER receive a call back. I don’t understand what the issue is…supposedly this was approved by the advisor, why haven’t I received a refund yet? Has he actually spoken with a manager? What’s it going to take, sitting on the sales floor in front of that new Porsche to get a response? Completely unprofessional for a dealership – I guess that “five star” rating isn’t all that important to them after all. I will continue to bother them until I get the money. I know it isn’t much, but at this point, it’s more about the principle of the issue. The dealerships push us around and overcharge because they can and personally I am sick of it. I hope they finally do the right thing and send my refund back to me – I will consider revising this review if so. Regardless, I will NEVER bring a car back to Morong Falmouth again. Thanks for reading, Jason More

We recently purchased a new car at Morong Falmouth. Our experience working with all the folks we met at Morong was very positive. Everyone at the dealership was friendly, seemed genuinely eager to help, a experience working with all the folks we met at Morong was very positive. Everyone at the dealership was friendly, seemed genuinely eager to help, and applied very little pressure as we made our decision about which car to buy. Prior to buying our car, we contacted and visited a couple of other dealerships. We decided to return to Morong and eventually buy through Morong because we were so impressed with the people we dealt with and the apparent premium they put on customer service and satisfaction. Great job Parker, Ted, and Mel! More

Tom Seymour offered great options and very professional data for us to make an informed decision. The deal was terrific, and he went out of his way to accommodate our needs. He and Ann Cote made every effo data for us to make an informed decision. The deal was terrific, and he went out of his way to accommodate our needs. He and Ann Cote made every effort to find the vehicle we had ordered, and they offered us several choices until we were satisfied with the right vehicle for our needs, desires and budget. Paperwork with Mel Hatch was also smooth, clear, and quite professional. She even took the time to explain to us the different credit reports and how to register the vehicle. We would wholeheartedly recommend this dealer to any of our friends! More

Mike was very knowledgeable about SUV's in general and especially the Tiguan. I learned a lot about cars during that test drive. He never mad me feel like he was trying to sell me something, just wanted especially the Tiguan. I learned a lot about cars during that test drive. He never mad me feel like he was trying to sell me something, just wanted to make sure I made a good choice. Everyone else that I encountered at the dealership was friendly and attentive. I highly recommend Morong Falmouth. PS I LOVE MY CAR! More

Mike was very professional and easy to work with. He was helpful but not too pushy. I would definitely work with him on future purchases and will recommend him and Morong to friends and associates. helpful but not too pushy. I would definitely work with him on future purchases and will recommend him and Morong to friends and associates. More

Careful attention to my interests, concerns. Didn't pester or nag after my first visit. Pointed out the features of the car in a way that was in synch with me rather than just a formulaic pitch. Help pester or nag after my first visit. Pointed out the features of the car in a way that was in synch with me rather than just a formulaic pitch. Helped me feel comfortable with the car in a relaxed way. Sale was smooth; details taken care of quickly. More

I had a very positive experience with Morong Falmouth and with the staff there, particularly our salesman Mike Sweret. From the minute we stepped through the doors, Mike went out of his way to act in good fa with the staff there, particularly our salesman Mike Sweret. From the minute we stepped through the doors, Mike went out of his way to act in good faith throughout our search process and the sales process. I appreciated how hands off he was at the outset, how transparent he was during our negotiation, and how much extra time he spent with us even after the sale was complete, including showing me some of the tricks about our Jetta TDI SportWagen and walking me around the service center while introducing me to staff there. I would definitely recommend this dealership. More

I was very impressed with the employees at Morong Falmouth. I looked online and found a used vehicle they were selling wholesale. I called and talked to Mike and he explained why they were selling Falmouth. I looked online and found a used vehicle they were selling wholesale. I called and talked to Mike and he explained why they were selling it wholesale. He asked me if I would like him to go take a walk around it and take it for a test drive and call me back with his thoughts on it. I was very impressed with this and he did call me back. My husband and I went there to test drive the vehicle and Mike treate us great even though we were not buying a new vehicle but a wholesale vehicle. I would recommend this dealership to my friends and relatives because of thier wonderful customer service. More

I had a great experience at the dealership. The relaxed atmosphere and worked with me to reach a decision that both parties were pleased with. My salesmen Mike was great and a pleasure to deal with. Highly atmosphere and worked with me to reach a decision that both parties were pleased with. My salesmen Mike was great and a pleasure to deal with. Highly recommended. More

The staff was friendly, helpful, responsive and honest. I felt I was given very good information and advice. I didn't feel they were just telling me what they thought I wanted to hear, or outright lying. I felt I was given very good information and advice. I didn't feel they were just telling me what they thought I wanted to hear, or outright lying. It was not a high pressue or swarmy experience. I have worked with other car dealers and salesmen that were all those things. Morong was definitely a different breed. More