Let me first begin this review by reminding everyone of new motors mission statement. It reads "To ensure that you remain our customer for life we are committed to exceeding your expectations - - - Period!"
This is a very strong and bold claim being made.
My most recent experience with new motors Volkswagen is one that I will never forget, and has officially driven me away from this dealership for the rest of my life. If you are interested in knowing why I have such distain for this dealership and it's employees, I encourage you to read on as I document my story.
It started with a screw in the right rear tire of my 2016 lapiz blue golf r. Luckily no leak, but I wanted to get it fixed immediately. I took the car to New motors and utilized the night owl drop off box. I provided detailed instructions on what to fix down to my request for the wheels to be hand torqued. I received a call the following day while at work from Paul Hunter, the service rep. He stated they would get it taken care of and I could pick the car up around lunch.
Fast forward to the point that I realized that without me asking, the dealership had washed my car. If you know anything about the golf r, and especially in lapiz blue, you will know that the clear coat is very soft and susceptible to scratches. Prior to entering the dealership for a tire plug the paint was absolutely flawless. Upon receiving the car back, I cannot say the same thing.
I immediately contacted Paul Hunter to let him know that the vehicle was scratched when they washed it. Throughout this conversation I at no point became upset with them understanding that things happen and I would just like the dealership to make it right. Paul stated to me that unfortunately these things happen sometimes and his guys probably used dirty towels. Paul stated that I could bring it back for him to evaluate all of the scratches. I took pictures of each one before the car was driven another mile. I will link a forum post containing these pictures at the end of this review.
Fast forward again to when I took the car back to vw for them to review. Unfortunately Paul Hunter was not there but the BMW service rep was. He came out and verified that the scratches were there. He then proceeded to say "unfortunately sometimes you get what you pay for." this struck a sour note with me. This man stood there, looked me in the face and essentially told me that because the wash was free, I shouldn't be surprised that they scratched the car. Let me reiterate that I never asked for or authorized the dealership to wash my car. The BMW service rep made a note for Paul and told me to stop back on Monday so that Paul could see as well.
I went back for Paul to see the car and he also saw the scratches. Again I have not gotten upset and just wanted it made right. I was more than willing for the dealership to fix the car in house as the scratches are in the clear coat and should be able to be polished out with relative ease. Paul offered to have the car polished and we scheduled the appointment.
I dropped the car off in the morning and took the shuttle to work. I received a call at the end of the day that the car was done. I'll set the mood. It's gloomy and rainy and although it's summer the air is chilled. OK, let's continue. I got to the dealership and there she is, my baby,sitting in the rain. Good thing I thought ahead and placed some clean micro fibers in the trunk to dry the car. I walked into the service center as pail handed my keys and said "have a good day". He did not even offer to come out and make sure everything was OK. I walked out and dried some areas of the car that I knew there were scratches. They were still there. Some lighter than they were but to someone who is a car enthusiast, the scratches were very much there. I walked back into the service center to tell Paul. I asked him if he had looked at the car before he gave me my keys, and he stated that he did not look close at it because it was raining and didn't want to towel it off for fear of scratching it. He then offered for me to bring it back for them to try again that Friday. I told him I would take it home and blow dry it on the highway and when I got home I would fully evaluate it.
Immediately upon getting home it was appearant that the car still had scratches and the paint was still swirled. On top of that the "detailer" left polish all over the car. It is hard for me to respect a detailer that does not pay attention to the details. I called Paul and told him that I would like to escalate this to his supervisor, the service manager.
I called Paul again the next day and he informed me that the service manager was on business travel but assured that I would receive a call back. I never got that call.
Fast forward again and I told Paul I still hadn't heard from the service manager. He gave me the number of Jim valance the general manager at new motors. I though to myself, now I'm getting somewhere. I called Jim and got his voice mail. I left a voicemail asking him to call me back so that we could discuss next steps. I did not hear back. I called again a few days later again asking for a call back. A day later I did get a call from jim later in the evening but was already asleep and did not answer. No voicemail. I called Jim again and left another voice mail.
On Wednesday of this week I felt my phone vibrate while in a meeting. It's Jim but I cannot leave my meeting. No voicemail. I get another call immediately. This time there is a voicemail. As soon as I leave my meeting I listen to the voice mail only to hear the words - we have decided that we will take no further financial action. I spoke with Keith Wright and in his words "it is what it is" if you don't like this answer he is the one to talk to -. Unfortunately Jim didn't leave kieths number. At this point I am very upset. It is time to involve corporate.
On my way home from work I call corporate and file an official dealership complaint. The customer service advocate I spoke to was very apologetic and helpful. She filed the complaint and stated that I would hear back by the close of business Thursday.
I received a call on Thursday from Tamar (spelling?) the regional representative responsible for all dealership complaints. Tamar was also very apologetic and helpful. Unfortunately this is where this story takes a horrifying turn.
Tamar tells me that at Volkswagen, the individual dealerships are partners and are authorized as empowered decision makers. Therefore she cannot force new motors to take financial action. On top of that, she explained that when talking to the various individuals at new motors, they told her that they did not acknowledge that they scratched the car, and polished it because I am such a "valued customer". She also stated that both the service manager and the general manager stated that the spoke with me. This is not true. I never spoke to the service manager and I only heard Jim valance speak through voicemail. I explained my story to Tamar (see above), and she was very surprised how different it was. I explained to her that based on these actions I will never step foot in new motors again nor will I recommend the dealership to any friends, family, coworkers, or anyone for that matter. I will now be traveling 2.5 hours for any standard service to Pittsburgh where I purchased the car. She was very saddened to hear this, but stated that she was glad that I recognize the difference between the rest of VWoA and new motors and thanked me for this.
I explained to Tamar that my next steps were to get an estimate from a body shop (bonnels) and then continue with further actions. These actions include this review, a direct complaint to the BBB, and if necessary, legal action. She offered her help in any way she could and encouraged me to give her the estimate.
I went to bonnels Thursday after work to get my estimate. When I arrived they immediately noticed the swirls and scratches and began generating my quote. The total quote to correct the paint is $212. $212!
All of this headache, lost time, and lost customers for new motors is over $212. Every car I have ever owned was a Volkswagen and each one has been more expensive than the last. New motors has solidified that they will not benefit from the next or any service of my vehicles.
If you made it this far I applaud you,and I encourage you to think very hard about where you choose to purchase your next vehicle. The great thing about erie is that it is only 2 hours from Pittsburgh, Cleveland, and Buffalo. Do not think that new motors is your only option. Please learn from my mistakes. Make it abundantly clear that they are not to wash your car, ever.
To new motors, you have lost at least one customer. I challenge you to step up and provide real customer service and make this right. Remember that it is easy to type a bold mission statement, and much harder to demonstrate it through action.