Brock Fisher | Page 2

Service issue; now resolved General Manager Jamie reached out to my husband about the customer service issue described below, after I'd posted this review. The dealership made th General Manager Jamie reached out to my husband about the customer service issue described below, after I'd posted this review. The dealership made the situation right in taking care of the cost of the required repairs made by the other shop. Although we did not receive an apology for how the issue was first addressed or a refund for the initial charge of bringing my Jetta to White Allen for the original assessment of the issue, we do appreciate that the dealership covered the financial burden. We have had great experiences with the VW service department in the past, but this incident was an overall stressful and negative one. Again though, we are satisfied with the resolution and relieved that we were not expected to cover the cost of the repairs caused by the mistake. A couple weeks ago, I took my Volkswagen Jetta to VW White Allen for emissions modification work (part of the VW emissions recall). After picking it up, within the week, the air conditioning (which had been working perfectly) stopped working and started blowing warm air. Due to the timing, I was convinced this could not be a coincidence. I took my Jetta back to the VW White Allen and explained the issue with the air conditioning and asked several times if this could have anything to do with the service we'd just had. The dealership took a look and explained that the compressor needed replaced and quoted us for over $2K to fix the issue. They claimed that our recent service could not have resulted in the problem. Due to the high cost of the estimate and my continued suspicion that something during the emissions modification work likely caused the AC malfunction, I took my car to a different shop for a second opinion. The other shop found a red shop towel wrapped and tangled around one of the compressor fans, which would have caused the overheating and internal breakdowns which resulted in breaking the compressor, condenser, and other impacted parts, leading to the AC failure. The shop took photos so we could explain the situation to VW White Allen and provide them with evidence of their negligence. VW White Allen is the only shop that has ever touched my Jetta (until taking it to get this second opinion), so it is impossible anyone other than the VW White Allen service department is responsible for dropping the shop rag into the front end where it tangled itself around the aforementioned fans. My husband explained this to the service manager, and they basically said that their service technicians said they never dropped in a rag, despite the fact that we have photo evidence. (Edit: as mentioned above, after this, I wrote this amended review and then the GM called my husband to say they would take care of the cost of repairs.) More

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Read comments below. Good vehicle service BUT your telephone service is terrible. Had to call several times to be connected to the correct person. Creates the impression Good vehicle service BUT your telephone service is terrible. Had to call several times to be connected to the correct person. Creates the impression of chaos. Phone people were friendly but had a problem connecting to correct department and, when finally connected, no one would answer the phone. Further, left messages for a callback and no one called back. If I didn't really like your dealership, I would probably not return based on this bad customer phone service. However, once in the service center, the people were terrific. FIX THE PHONES! More

by GREGC3000 Verified Customer Verified Customer

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Two thumbs up! We had a fantastic experience buying our new Alltrak. Once we chose the one we wanted, they went above and beyond to find it, trade another dealer t We had a fantastic experience buying our new Alltrak. Once we chose the one we wanted, they went above and beyond to find it, trade another dealer to get it and perform the paperwork in a fast, simple manner. More

by Brian Verified Customer Verified Customer

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Excellent - friendly, timely, and stress free Thank you to everyone at White Allen for making my first service so easy. I appreciated the call I received as a reminder and the ease in making an a Thank you to everyone at White Allen for making my first service so easy. I appreciated the call I received as a reminder and the ease in making an appointment that worked with my schedule. The service experience was excellent, also. The White Allen staff was friendly, and went out of their way to make me comfortable in the waiting area. During the service time, I received refreshments and periodic updates about when my car would be ready. Excellent customer service - thank you! More

by SEMME Verified Customer Verified Customer

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Excellent service! Outstanding service from the boys in the service department - all of my questions were answered; they were very friendly; and took care of my car quic Outstanding service from the boys in the service department - all of my questions were answered; they were very friendly; and took care of my car quickly and efficiently. More

by LJPOWELL0621 Verified Customer Verified Customer

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car routine maintence very friendly and knew exactly what was to be done at this time. waiting area was nice and cool was hot as usual outside. also asked to have the inte very friendly and knew exactly what was to be done at this time. waiting area was nice and cool was hot as usual outside. also asked to have the interior of my front window wiped down to get rid of film.. that's a plus for me!! More

by MRDANDC1 Verified Customer Verified Customer

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oil chang Oil change and tire rotation was very costly. I had a Honda before my VW and White Allen oil change for the my Honda was $39 vs $89 for WA VW This wi Oil change and tire rotation was very costly. I had a Honda before my VW and White Allen oil change for the my Honda was $39 vs $89 for WA VW This will probably be my last oil change at WA VW More

by CHARTONY Verified Customer Verified Customer

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Great Service I try to always keep my car in great condition and your service department helps me do just that. I did have one thing the last time I had service my I try to always keep my car in great condition and your service department helps me do just that. I did have one thing the last time I had service my instruction manual was not put back in my glove compartment. I did feel the dealership should have replaced that. I was told they don’t have those. Maybe they should have ordered me one. Thanks for helping me with my clock!! More

by PFULLENKAMP001 Verified Customer Verified Customer

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Awesome as always The team was polite and respectful as always. I appreciate their attentiveness and respect. Drop off and pick up was easy once I found Out Volkswagen The team was polite and respectful as always. I appreciate their attentiveness and respect. Drop off and pick up was easy once I found Out Volkswagen moved to the new building More

by BRADLEYJBORCHERS Verified Customer Verified Customer

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Oil change on Jetta I had no issues, car was done in a little over an hour. Took the shuttle home and they came and picked me up when the car was ready . I had no issues, car was done in a little over an hour. Took the shuttle home and they came and picked me up when the car was ready . More

by MEC81 Verified Customer Verified Customer

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