ComplaintsforSchumacher Volkswagon

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have a 2020 Vw Tiguan still covered under warranty.Car has 23k miles and the brakes shudder and pull when applied.Made an appointment to have it checked and when I arrived ******(service advisor) said they would need the car for a few days.Made an appt over 2 weeks ago.There are no loaners but my car will sit for a few days.I asked when a loaner would be available being I can not be without a car while it sits in a parking lot.****** said3-4-5 weeks maybeAnd that he would probably have to order parts which will take a few days.Mind you he hasnt even looked at the car.It appears that they treat people this way in order not to do warranty work on the car.******* job is to coordinate this with a customer yet he has no clue when a car can be available.Very unprofessional .So now I have a warranty that is basically useless if Schumacher has any hand in it.This is a half star dealership on its best day.

  Business response

  10/25/2023

  Good morning. Thank you for your patience. ******************** decided he didn't want to leave his vehicle for us to look at it due to the fact that we didn't have an available loaner vehicle to give him on demand. The loaners work off of a list of customers waiting patiently and he wanted to be put in front of them. He was told that our goal was to look at his vehicle as quickly as possible but it very well could take more than a day depending on many circumstances such as parts delays or shop delays. he did not request a loaner when he scheduled his appointment. As far as the statement "not wanting to do warranty work" is concerned, this also makes no sense as he is out of warranty on his brakes at this point and any issues with wear and tear on his brake pads or rotors would not be covered. We have absolutely no issues with doing warranty work for anyone at all. I attempted to reach out to ******************** yesterday by phone and left him a voicemail with my information. He has yet to respond. Thank you!!

   

  *****************************

  Service Manager

   

  Customer response

  10/25/2023

   
  Complaint: 20714540
  
  I am rejecting this response because:
  More misinformation from a poorly run business.When I made the appointment I explained that I needed a loaner if I was going to have to leave the car as I have no other vehicle.Your advisor said it would be 2-3 days before the vehicle was looked at.So weird that I was able to schedule an appointment at ******* and have the vehicle looked at at the scheduled appt time without having to leave the car for days .At this point I would not bring the car to this dealership for any reason.
  Sincerely,
  
  ***************************

  Business response

  11/21/2023

  Subject: Response to Your Recent Visit
  
  Dear ********************,
  
  I hope this message finds you well. We appreciate your recent visit to our service center and would like to address the concerns you raised in your complaint.
  
  Firstly, we would like to acknowledge that you did not request alternate transportation when you scheduled to bring in your car. Regrettably, at that particular time, we did not have a loaner vehicle available to provide you with. Nevertheless, we offered to assess and address the issues with your car directly. Unfortunately, you declined this option and chose to take your car without further assistance.
  
  Regarding your comment about the uncertainty of when a loaner vehicle would be available, we want to clarify that the availability of loaner cars is contingent on various factors. We understand the inconvenience this may cause and are actively working to improve this aspect of our service.
  
  Regarding your concerns about warranty work, we want to assure you that we are committed to addressing any valid warranty claims promptly and efficiently. In the specific case of your brake issues, it's important to note that without a thorough inspection, we cannot definitively determine whether the problem would be covered under warranty. Our goal is to provide transparent and reliable service, and we regret if there was any miscommunication on this matter.
  
  Thank you for bringing your concerns to our attention. We genuinely hope to have the chance to address these issues and regain your trust.
  
  Sincerely,
  
  *****************************

  Service Manager

   

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On jan 6th took my car in for a regular oil change took over 2 1/2 hour. Later in the week smelled something burning and smoke coming from the engine. Took it back to Schumacher where they washed off the engine reset the engine light and told me that I need a sensor I told since the problem just popped up with the smoke we will see what happened after the wash. The smoking and the burning continues. I called and text and finally **** called and said he was sending a tow truck to get the car. I waited all day for them to call finally after 4 pm I called and was told they needed An 1 1/2 to get back to me. I was told my car needed a head gasket and that they have nothing to do with the problem. I spoke with the service manager ******************* and he told me he paid for towing to and from and thats all he is doing. I requested to talk to his manager and was told outright no he has the final say. All my oil change since 2016 was done here and only thing was asked of me if I wanted a transmission flush. I was told by ************* that my car was old and over 90 miles . I have been driving Chevrolet all my life except a ***** and never have such problems before even mileage over 130 miles. I am wanting Schumacher to take responsibility for my car since after the oil changed I made sure to asked the mechanic if there were any issues and that he refilled my liquids since he failed do it on the last oil change. He told me everything was ok except I need new wiper blades. When I spoke with ****** he said the mechanic told the sales manager that he notified me of the oil leak which is incorrect. I later went back there to see ****** and was told he no longer works for the company. To tell me that my car is old and have over 90,00 miles is rude and unprofessional since when selling me the car ****** miles was mentioned as the lifespan of the car. Please help since I strongly believe that I am being treated unfairly

  Business response

  02/27/2023

  Dear Sir * *****:
  
  Thank you for reaching out. I have spoken with ******************** at length several times and unfortunately, we cannot come to an understanding.  ************************ 2015 Chevrolet Trax came in on January 06, 2023 at 8:52 AM ffor an oil and filter change. Vehicle was completed and released to ******************** the same day at 10:35 AM. The total charges came to $51.10. The Trax had ****** miles during this visit. On  January 18, 2023, ******************** called stating that she smelled oil and had a leak in her parking spot. Out of precaution, we had the vehicle towed in to us at no charge for inspection. It was determined that her valve cover was leaking and some of the leak got on the exhaust causing the smell. We notified her that her valve cover was leaking and recommended replacement. ******************** alleged that we made her valve cover leak when we changed the oil. In her mind, she was convinced this problem was caused by an oil change. After several back and forth conversations, she demanded we tow her vehicle back to her residence, which we did. 
  Unfortunately, this is an 8 model year old vehicle with ****** miles, according to the latest repair order. Changing the engine oil and filter did not and * or would not cause this problem. We have extended every courtesy to ******************** to determine if we did in fact make a mistake during the oil change process. (i.e. drain plug loose, oil filter leaking, etc.) but everything was completed properly and to specifications. Responsibility of changing the valve cover gasket will unfortunately fall on ********************. We are not in a position to offer any concession toward repair in this instance. ******************** has had a previous business relationship with Midas in North Palm Beach. I would suggest that she seek help from them in getting this resolved. 
  
  Thank you again for contacting us.
  
  Regards,
  *******************
  Schumacher Chevrolet - Northlake

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in to have the sensor and bumper replaced. My car was in the body shop for over three weeks until I went to check on it. No one called. I was charged ******* to fix my car and it wasn't completed I was asked by ***** to go over to Schumacher Northlake to get my bumper sensors programed they couldn't do it and my engine lights were on and more. ***** stated I need to get the battery charged at Schumacher. I brought the car to the Schumacher dealer for programing they tried to charge me extra then as they were programming it the starter and battery went out. Then they left my car at hobby lobby miles away from the dealership. Which made a month I have not had my car. Now I'm back here every week for them to fix the power again that the body shop gave me the car as... I was asked today to pay for a diagnostic test to see why my car doesn't have power after the service manager just yelled at me stating I don't even know why your here. After explaining to him why I am here he asked the service advisor what was the code code was given and the service manager ********** stated that has to do with not receiving power. Run the codes, but the service advisor just stated it wasn't the power related and I need to pay for the diagnostic after they have been fixing this same issue for the last six weeks. I had to get a jump this morning, so I'm sure it's the power. I was told it had nothing to do with the power or the sensors. First I am asked to pay for a starter, battery now a diagnostic test. When I have warranty on all of those parts and the car had power before they changes my sensors and bumper out last month. I have been a valued customer for over 15 years this is bad. Where is ***? This is taking a toll on my health.It wasn't anything wrong with the starter before and it was just replaced, it was misdiagnosed and reprogramed several time. The starter went out at the dealer while being worked on there during a test drive. I also just received a call from th

  Business response

  11/03/2022

  Thank you for reaching out.  Unfortunately, ********************** is no longer welcome at any Schumacher location. ********************** has a 2014 Chevrolet Impala with ******* miles. ** 10/24/2022, ********************** came in to have the crash avoidance / blind spot sensors activated after she had work performed at the Body Shop. After the sensors were activated, the technician has to "re learn" the main computer so the sensors perform correctly. During the road test, the starter failed during the drive cycle process. ********************** became vocally upset that the starter failed.  As a goodwill gesture, I opted to replace the starter and waive the charges for the sensor programming. Several times on 10/26/2022, she kept contacting the service advisor stating the sensors were not operating correctly when in fact they were performing as designed. She kept refusing to pick up her vehicle.
  

  ** 11/02/2022, ********************** came in with a check engine light on. It is my understanding that she needed to jump start her vehicle in the morning. They scanned the vehicle and a transmission code was present with a host of other codes. When she was told the vehicle would have to be diagnosed, she threw a tantrum with the advisor stating this was attributed to the sensor programming from 10/24/2022. When I saw several trouble codes in the system, I told the shop ******* to part warranty her AC Delco battery and check the vehicle for a voltage draw to see why the battery failed. The alternator was putting out **** volts and there was a ******* milliamp battery draw while to hold the memory in the radio and driver setting while the vehicle is asleep. This is normal and would not cause the battery to fail.  **ce we saw that the charging system was performing correctly, we installed another battery at no charge. 
  After the battery installed, the codes were cleared. Immediately after, code U101 set indicating a transmission concern. **ce again, ********************** stated this also was attributed to the sensor programming and  / or the battery replacement. Unfortunately, this was not the case. During this time, I was notified that ********************** wrote a ****** review because she was upset with me and the dealership. When I questioned her about it, she immediately hung up the phone. When ********************** came in to pick up her vehicle, she had someone on her phone and she initiated a conversation with me regarding the vehicle. I informed her that I was no longer in a position to work on her vehicle and this concern was unrelated to any previous repairs. I also told her that since she was obviously very unhappy with the dealership, it would be best that she go elsewhere.  She then said to whoever was on the phone, "did you hear that?"  During all of this, her friend then wrote a review on behalf of **********************. **ce again, I told her we were no longer in a position to repair her vehicle moving forward, she told me "I hope you keep your job" as she was leaving. 
  We have done everything to help ********************** and have demonstrated a willingness to resolve her issues. With an 8 year old vehicle with ******* miles, there are issues that will arise due to the age and mileage of the vehicle. This does not mean we are obligated to repair the vehicle, free of charge for the remaining lifecycle of the vehicle. 
  

  Again, based on two very unpleasant encounters in 2 weeks, it would be better if she had her future service performed at another GM dealer. **ce they diagnose the vehicle, they will inform her that her current issues with the transmission code have no connection to a sensor programming, starter replacement, and / or battery. 
  Thank you for your help in this matter. If you need any additional information, please contact me directly. 
  
  Regards,
  *******************
  Director of Service Operations
  Schumacher Chevrolet

   

  Ms. *******************
  2 reviews
  15 hours agoNEW
  I am here with my friend she has been here so many times trying to get her car fixed. I heard the manager just call her and ask why did she bash him on ****** and that her car was finished and it was just the battery.when we get here the car has all the same lights on and he stated to her and the service advisor he isn't fixing her car due to the ****** review and it need the transmission cord fixed now

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 31, 2021, i went to Schumacher Buick GMC west palm location. My father and i began the process of financing a 2015 ***** Accord. We test drove the car, we asked about the car fax as well as when the car was last serviced . We were given a piece of paper regarding services provided for an ***** Accord white, there were numerous items on the paper of what was serviced. Upon the completion of purchasing the vehicle, the first week the car did not give any issues. However the second week into having the car the check engine light came on while i was on my way to work. The next morning it went off & this continued on for about a week. After almost two weeks of that happening i brought the car to ***** in Riviera to get a diagnosis ran, upon doing so ***** was unable to make a diagnosis. Another two weeks went by and the check engine light came on again, i brought the car back to ***** with the check engine light on . I was told to leave the car there so someone can look under the hood to find the problem. After leaving the car at *****, numerous things were fixed under the extended warranty. The car was running fine for a week . About 4 days later while driving with my 9 month old son in the car to the park the car shuts off the middle of the road. I was given a jump so i can take the car to Schumacher, not even a mile later the car shut off again and this time giving the car a jump was not an option. I had the car towed to Schumacher on March 18, 2022, i have been calling, texting,leaving voicemail trying to get in contact with them about the car. After a week of being given the run around, my father and i went to Schumacher on March 26, 2022. We were told that no one knew who car it was, that the key to the vehicle was no where to be found,and someone would reach out to me. I waited 6 days without a call or text before i called. Upon calling i was told that no one has looked at the car because they still have not found the key. I need help for a resolve

  Business response

  05/18/2022

  This complaint has been assigned to our General Sales Manager *********************.  He will get back with me later today with the information on this claim. 

  We are working on it. 

   

  Regards, 

  ***** DeGroff 

  Business response

  06/10/2022

  Our Service Manager contacted this customer and assisted her with her vehicle. 

   

  As it turned out she was referring to the ***** Dealer and not our Chevrolet Store. 

   

   

• Initial Complaint

  12/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  12/20/2021 My 2013 GMC 3500 was taking into dealership for a factory recall. While there, I asked to get my trailer plug fixed. Which had already been worked on previously before, with no success. The dealer agreed to fix issue, if I bought the parts, since it was a unresolved issue. A week and a half later, I personally called the dealer for an update and they said "we need $500 to run a diagnostic to figure out why part isn't working." This is after agreeing to fix the issue that was already previously paid for and never resolved. In conclusion, GMC has not been able or willing to fix an issue that they have already been paid for. In fact, they want more money.

  Business response

  01/18/2022

  Business Response /* (1000, 6, 2021/12/30) */ We initially worked on the vehicle April 22nd 2019 at 173,045 miles the customer returned December 20th 2021 at 241,110 miles, we looked at the vehicle for 2 hours at our expense, we called the customer and told him we needed more time for further diagnosis, he declined so we told him that he can pick up his vehicle. The customer drove 68,065 miles without an issue the warranty is 12,000 miles or 12 months. Consumer Response /* (3000, 8, 2021/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Dealer was made aware that the problem was not fixed on May 25, 2019 and I have supporting documents to prove. The truck later went back into dealer to address not only existing, but the actual brakes went out in truck as well. The initial Issue still never got resolved, then COVID hit in 2020. The truck then went back to dealer for factory recall in 2021. While their I had them address this issue that I paid for and never got fixed. The service manager Joe agreed to fix the issue, as long as pay for parts, since issue was never resolved. An entire week went by, before I had to reach out personally for an update. It wasn't until then that dealer changed the agreement and asked for $500 to diagnose an issue that they had already been paid to fix, in addition to agreeing to fix issue without labor charge. The dealer has not kept their word and more importantly, they do not stand by their work. Business Response /* (4000, 10, 2022/01/05) */ We are making the necessary repair to the customers vehicle.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 09, 2021, I took my car into Volkswagen where they were supposed to repair all my oil leaks repaired and other parts that proteins to the oil leak and other minor repairs, which cost me $1,158.03. Went back on June 18th, 2021, to get my 3000-mile oil change, but when arrived the advisor out front went in the computer and told me I was just there, and it was to soon for an oil change. I asked her are you sure she said yes changed the sticker in my car for another 3000- miles but never did she send the car to the back for a machine to confirm the changes she had made. The Next day went to the store came out and couldn't start my car, I was in a state of shock. I didn't know what was going on I figured the car may have needed a jump, I then tried getting a jump which the car still didn't turnover. Which resulted to me having to get it towed home then on Monday towed to Volkswagen. The business wanted me to commit to fix only at my expense. Which I don't think is fair.

  Business response

  10/14/2021

  Business Response /* (1000, 6, 2021/09/22) */ The customer had the vehicle towed in June 22,2021 with the concern crank no start. we ran a compression test and the engine had no compression. the next step would be to remove the cylinder head and see what the internal engine damage was. Also when the vehicle arrived we discovered that the engine oil was overfilled. The customer did not want us to move forward to determine what was wrong and advise on either a repair or engine replacement. With the issue with engine oil the manufacture recommends that the engine oil be replaced at 10,000 miles see the attached document. when the Consumer Response /* (3000, 13, 2021/10/04) */ can't find email to reply to complaint on volkswagen The complaint that the dealership sent over wasn't true. I took my car to them for them to tell me exactly what happened to the car. instead they gave me the run around they kept my car for a month and a half. I had to reach out to the corporate to file a complaint in this same matter in order for someone from the dealership to even give a call back. And yet and still they had no answer for me but the engine was gone and would like to get it fixed by them. they never clarified what actually happened for me to be at the place of having to replace an engine. I asked many times, the manager Jim assured me he would find out and get back to me but never did and when I called to talk with him he's never there. and the Cyndi the advisor tried to say it was because of the oil leak they fixed at first is what caused it because the oil when it was leaking leaked into areas that it shouldn't be but when i left my car there for a month in a half manager Jim was suppose to tell me exactly what happened and the dealership failed to do that. the dealership didn't want to take fault in the work that they previously was the cause of the engine going out and why I don't have a car today Business Response /* (4000, 16, 2021/10/04) */ The vehicle needs serious engine repairs to find out exactly what it is whether it's a cam or heads or an engine we would have to disassemble it it's a proximally six hours worth of labor that's $1200 the customer does not want to spend the money for me to disassemble it and tell exactly what failed. We have not worked on this vehicle for this concern previously internally the engine failed at the customer would like us to disassemble it we can do that at their expense Consumer Response /* (4200, 18, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company should've did exactly what they said they was going to do and that was find the result of the problem. they just held my car and never called about what caused the problem. the company knew of the problem when they fixed the car the first time for the oil leak. I believe they could've offered to pay for the expenses or figured out the problem being It hadn't been 6 months sense they fixed the car in the first place they could've offered some type of assistance not just say the engine is gone with no explanation on what caused the problem. They was the last ones to touch the car which means they are obligated to find the problem and inform the customer what cause the problem with the car

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