On May 29th of this year I went to Niello Volkswagen of
Sacramento to purchase a new 2021 Jetta GLI that I thought looked absolutely beautiful. My wife and I loaded up our three small kids and drove from o
Sacramento to purchase a new 2021 Jetta GLI that I thought looked absolutely beautiful. My wife and I loaded up our three small kids and drove from our house in Stockton up to the dealership in Sacramento. When we got there, the car was already ready to go for a quick test drive. I drove it around for a few minutes, and came back to hopefully get going on the loan process. Got approved rather quickly and continued to move forward. At this point we had been there maybe 45 minutes, so not too bad considering I thought we were almost finished. Now, this car had a few things done by the dealer that I knew about. It had aftermarket wheels and tires, and what I thought at the time was just lowering springs (since my salesperson said it was just springs.) I was required to sign a piece of paper that I acknowledged that the car rode differently than an untouched Jetta GLI. I understood that part and signed the paper. At this point we had been there an hour and were told that it wouldn’t be too much longer to get into signing the sale documents. Fast forward a couple of hours and I’m getting quite frustrated since I have my wife, 5, 3, and 1 year old with me and it’s taken all this extra time to just be seen to sign documents. Finally, after about 4 hours of being there we sign the documents and I have the car! I have bought a few cars in the past from other dealers and while I was annoyed at my experience with the dealership, the anger flooded away as soon as I got to see and sit in the car for the first time as its owner. A couple of weeks go by and I’m on my way to pick my parents up from San Francisco in my new car! I couldn’t wait to show my parents and enjoy a nice ride back to Stockton. My parents loaded up their baggage and off we went. I made it about 50 feet and notice a horrible rubbing sound coming from the rear of the car. The back wheel well was completely rubbing on the sidewall of the rear tires! I tried to remain calm and we eventually made it out of San Francisco and pulled over at an in-n-out to eat an inspect the damage. Both sidewalls (especially the back right) were chewed up and the top of the wheel well where the sidewall and it met was burned, chipped, and started to rust. Obviously I was furious that this was not mentioned to me that IM NOT ABLE TO TAKE ANYONE IN MY CAR. I took pictures with my parents and luggage in the car and without to show my salesperson what had happened. He “assured” me that there was probably nothing to worry about and that it would take a lot to wear down the sidewall that much to cause issues. I ended up setting up an appointment to get it looked at a couple of days later and found out that it was on coilovers, not lowering springs. My wife an I before the appointment wanted to talk with a sales manager to see what could be done to remedy these problems and we were greeted by a guy named Mike. Mike obviously had heard of the situation and went and “inspected” the tires himself and said it didn’t look too bad. We disagreed on this and I said we really want the tires replaced, the car raised up as much as possible, and the paint issue on the wheel well to be fixed. He said because I had signed a document that said that the car “rode” differently that that meant I was responsible for the damages. To me this is dishonest. I went to the dealership originally with the notion of hopefully one day buying from them again. Not anymore. Not only will I never buy a vehicle from them again, I will also be making sure no one I know does either, and I will be taking the services that I paid for in the agreement to another dealership. I’m writing this on the 18th of July, which is a day after I paid over $200 for a brand new tire on a car that has not even 2000 miles. Whoever in the service/sales department decided to put 275mm on a 9.5 inch tire AND lower it on coils without rolling the fenders or at least offering to pay for that for the vehicle is an absolute bafoon. The disrespect I have felt from almost every person at this dealership is mind boggling. Not owning up to your mistake is one thing, but treating me like I’m an idiot and that I should have known has really irritated me. I can’t recommend any department of this dealership to anyone as they all seem like a bunch of money hungry jerks. You’ve lost a customer Niello, and I hope I can influence others to feel the same.