We are writing to you to express how disappointed and troubled we are with the service we received from your service department on our 2004 Jetta.
Several weeks ago, our 2004 Jetta, would not start. We phoned to your service department and had the Jetta towed in. We were advised that the Jetta needed a new Instrument Cluster. After agreeing to the service (and a $1,000 + later), we picked up the car. Upon driving the car home, we noticed that (1) odometer reading was over 400,000 miles (2) the clock was not re-set and (3) the radio was locked out. When we brought the car into the shop. it had approximately 115,000 miles on the odometer. This can be verified by the oil sticker on the windshield from March, 2016 and also from the Inspection done in September, 2015 We phoned the service department and were first told that the mileage came from the computer reading. We were also told that this department gets many cars in with 300,000 – 400,000 mileage ( like this was the case with the Jetta). Your service advisor told us she would check into this issue and get back to us.
Within 24 hours of picking the car up, the generator light came on, it went off, then air bag lights came on and off and finally the car completely died in a major intersection. We immediately phoned and were told abruptly that we could have the car towed in at our expense and they would look at the work they had done, but we were, of course, responsible for any other work. There was never any mention from your service department that they were sorry we were in this predicament or concerns about our being so inconvenienced.
After the car was towed back in, we insisted that your department get to the bottom of the odometer situation, While this has finally been taken care of ( after 10 days) by replacing the instrument cluster with another new one, we are totally frustrated with this entire situation. We are now being told that the car needs an alternator. We will have this work done by someone else and then will sell this vehicle, a vehicle that we have spent over $4000 on in the last 18 months.
We did try and phone you and left a message regarding this situation but have not received any return phone call as of today.
What is disturbing is that the odometer issue was always treated by your service staff as “ no big deal.” By changing the odometer setting to over 400,000 miles, you returned to me a car that was now worth a few hundred dollars as opposed to the few thousand dollars it should have been worth
But perhaps most troubling is the fact that we were never phoned during this entire process to acknowledge that there was indeed something faulty with the first service we received.
We were in the market for a new car, and VW was on our list, however, we certainly would not purchase one now, especially after these service issues.
Volkswagon of America has received some very poor press as of late, and we would think that it would be in your company’s best interest to strive at offering the best service possible in an attempt to and try to rebuild your product’s image.
As small business owners ourselves for over 35 years, we felt compelled to write directly to you and make you aware of this situation. We know that if we treated our customers in this manner, we would not be in business very long.