Alisha Schofield | Page 29

Wellesley Volkswagen responded

Good Afternoon, Unfortunately, this review can be debunked in a few short statements. We’ll start with the mention of a “hefty bill”. As we mention to all customers, and in which you specifically approved via a signature on the repair order, is that you had the understanding you are responsible for an hours worth of diagnosis spent into the investigation of the codes stored behind your Check Engine Light. We found that we would need further labor time to determine exactly what components would be in need of replacement versus throwing parts at the vehicle and charging you for unsure repairs. In the end, you opted out of proceeding. The original hour you signed for diagnosis, would typically total out to $189.99, our hourly rate. The “hefty bill” you paid was for HALF of that; totaling $95.00. A discounted rate passed along to you as a good gesture on our end. In addition, to state we “added error codes” to your vehicle during our time with it is absolutely ludacris. With every diagnosis we perform, we send a Guided Fault Findings Log that states the EXACT date & time in which any and all fault codes store. Those logs can be sent to you proving that not a single code was stored or “added” during the time in which your vehicle was in our possession but stored back in November of 2023. Lastly; we scan your vehicle via the OBD Port located underneath the left-side of the steering wheel leaving us absolutely no reason to go through your trunk. No technician or employee in this building would choose or want to go through a customer's personal belongings. That goes against our Code of Conduct. We do our best in every scenario to provide fast, accurate and honest service. We have built a strong foundation of trust amongst our customers in holding strong to those values. We strive for perfection & quality of repairs for every customer, every car, every time. If we dropped the ball or left you with an experience that didn’t abide by those standards; we would be happy to right our wrongs if any were to occur. Please reach out to me directly if you would like to discuss this matter further. All the best, Drew Ricci Assistant Service Manager (781) 992-5455