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Complaint Details
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Initial Complaint
06/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Took our van in for a used car inspection before a family vacation to crown Volkswagen service. Service manager, ******** reported findings but nothing he described was going to affect the mechanical function of the vehicle. (Weak rear AC, louder than normal exhaust etc) I opted to go with a simple oil change and tire rotation and balance as there were no red flags for engine failure caught by his department. A week later the van was turned on and oil went everywhere. Catastrophic engine failure. I have a technical background so I popped the hood and first thing I discovered was the air intake line to the manifold was disconnected. I disassembled the manifold to find the oil housing assembly was melted and oil/coolant pooled on the engine block. I called ******* and notified I would be towing the van back to his shop. From the beginning, he was deflecting any blame and responsibility and describing hypotheticals of what I did or could’ve done to the engine to cause the issue. Bottom line-I took a functional van into their shop only to get it back dysfunctional. The van still had life left on it and what was worth thousands is now $0. ******* was argumentative and did not offer any resolve, again, only disputing the customers testimony and deflecting any and all responsibility. My wife had similar issues when she took the van in for service two years prior and described the same resistance. She was belittled and treated inferiorly. I should’ve listened to her complaints but no other shop would take it in bc it’s an obsolete model. I will never buy a VW, new or used in my lifetime again because of this incident. I will my sure my kids will never buy one. I will deter any family or friends from driving a VW and certainly implore anyone not to use this service center.
Business response
07/05/2024
We have spoken with customer and his wife, ********. We have attached documents of his last visit.
To answer the customer concerns or question. The vehicle was towed back to our shop. The vehicle has been tinkered with, it has been disassembled since his last visit, and we are not able to diagnose the vehicle unless we put it back together.
We have explained to the customer, it would take about 3hrs for us to put the vehicle back together in order for us to diagnose it. The vehicle was disassembled by the customer after his last visit to us. The customer has refused to put any more money into the vehicle, and is towing the vehicle, off.
it is very hard to accept responsibility for this, when the vehicle has been altered since the last visit. If you have further questions, our service manager- ** will be happy to answer questions.
Thank you
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.