The worst experience I have ever had at a car service - massimomg
The worst experience I have ever had at a car service center!
On the morning of May 12th I brought my 2005 VW Touareg in, because I was getting an error: "Running Gear Fault Workshop". I asked them to assess what was wrong and give me an estimate to repair. I was told that the repair would cost around $1,400.00+. I agreed to this repair and was told my car should be ready in a few days.
Then, 3+ days later, and after leaving 2 messages asking for an update on the repair, I got a call from the dealer and was told that the car wasn’t fixed. The service person told me that, to solve the problem, I also needed to replace a $1500+ valve. I verbally agreed to this additional repair, IF and only IF, this would fix the problem. We talked about the fact, as we did when I initially brought the car in, that the only reason I was keeping this car was for my 15 year old daughter to use it to learn how to drive. We also talked about the fact that the car was only worth about $3000 - $3500, so I was definitely not spending more than that to fix it. So now we are at around $2,900+ in repair cost. I was told the car would be ready in a couple of days.
Several days went by and nobody even bothered to call me. Once again, I called and no one could tell me what was going on. Apparently the technician that initially began working on my car was “off for the day” and no one else could answer my questions. When he was finally able to help, I was told that that apparently a shock absorber was now also an issue and for ANOTHER $3,500+ they could have it replaced and fixed the problem.
Now the total estimated cost for repair is around $6,500, for a car that is worth about $3,000-$3,500. I obviously told them, thank you, but no thank you. Since the valve replacement they suggested did not in fact solve the problem like they said it would, I asked them to take the valve back. I suggested I would have paid they original $1,400+ I agreed to in writing, when I was at the dealer. They did not agree to this and they wanted me to pay $2,900+ even if the repairs did not solve the issue at all. So I asked to talk to the service manager.
A day went by and on 05/27 he called me. I told him that I did not think it was fair to pay $2,900+ for a car that was not fixed, and it was still not safe to drive. He told me that the same day or the day after the used car manager would have called me to see what could be done. He never called me. So, 4 days later, on 05/13 at around 5:30PM I called and Jesse, the same guy that took my car in on 05/12, almost 3 weeks before, told me he would have talked to his manager (again) to see what could be done. He called me about 20 minutes later and to my great surprise he said that I if I paid $1,700 and let them keep my car, they would call it even . What a nice deal! For them!
I was shocked they had the guts to make me such an offer. As of now, this is their best offer and I believe that, unless these people come to their minds, this issue will have to be solved by legal means. If they would have told me the car was not fixable, I would not have tried to fix it. Now they want my car PLUS $1,700+. This is the customer service this dealer provides to their customers. Obviously if I would have known this, I would have never gone there. Stay away!
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