ComplaintsforSteet Ponte Volkswagen

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I towed my car there, to steet ponte VW in mid June 2023. There were several issues. The water pump was the main problem. I opted to have my emergency brake fixed. It was $425. In the fall of 23' the emergency brake started to fail. It was totally inoperable by 2/24. I took it in believing they would fix it as they guarantee their parts and work. The service manager, harold c***** told me, I needed a total brake job and the e brake would work after that. Quoting me nearly $1000 for that. He also told me the calipers were not connected. I did some research, calipers are for the e brake only on electronic buttons. I don't have that. I have a pull up lever. My car is 10 yrs old. I took my car to get my brakes fixed elsewhere. I asked about my e brake. The mechanic there said they're not connected to the calipers, that's only on electronic e brakes. So, he confirmed my suspicion. He said it would be an expensive job to fix the e brake. He was confused as to why he could just pull the cable. As that shouldn't happen. He mentioned the last place that fixed it, didn't do something correctly. That would be steet ponte VW. I'm afraid to take it there, as it seems harold c***** always finds new things wrong with my car that cost me more money. And wouldn't take responsibility for the e brake repair that failed in 3 months. That cost me $425. I asked for a refund, which I would prefer because I'm afraid harold c***** will make up other issues that I'll need to pay for. I just paid them over $4000 to repair several things in June 2023. They didn't do the e brake correctly and I fear for all the other things such as a timing chain/ belt that I requested replaced as they tend to break up to 80,000 to 100,000 miles. I don't want to go there again. I've never been treated or taken advantage so badly by any business. His manager Ed the gm there, confirmed harold's misinformation and denied me the refund for my emergency brake.

  

  Business response

  03/18/2024

  Hello, 

  Our General Manager did previously offer the customer to stop down so we can look at the vehicle and did remind the customer that there is a 12-month, 12,000 mile warranty on any parts that we put in the vehicle, so if there are any faulty parts on anything that we replaced we are more than happy to replace them. Our General Manager, Edward, reached out to the customer on Friday, 3/15/24, and assured her he would help and be there every step of the way.  He offered a discounted rate on the job the customer needs done to fix the emergency brake, plus $150 more off as it is the cost of the brake cables from the previous job. The customer stated she would call and make an appointment.  

  Customer response

  03/27/2024

  I did receive a couple phone calls from the gm Ed. He wasn't very nice and asked where did u get the $416 from. The cables were only $75.He wasn't adding in labor.  I found that surprising. The guarantee in the work and parts isn't being honored. He says they offered me a discount.  On a brake job, not my e brake,  which Harold,  the service manager already quoted me a price which was lower than that of Ed or the owners. I took my car in there in Feb 2024 before 12,000 miles or a yr was up for them to repair my e brake they already supposedly fixed in June 2023. Harold told me I needed my brakes to be fixed because of the calipers. He said once that is fixed the e brake will work.  I since went elsewhere to fix my brakes the e brake doesn't work. The mechanic who fixed my brakes said he found the e brake unhooked. When I took my car in Feb 2024 to steet ponte vw, to have them repair my e brake, harold senior told me I needed an oil change which I just had done elsewhere in the beginning of Feb. And a spark plug cover and charged me over $300 for those things.  He didn't fix my e brake and wouldn't until I had my brakes fixed for over $900 there at the dealer.  Idon't want to take my car back there as I'm afraid some other issue will occur with my car. Ed the gm told me he'd watch so there'd be no shenanigans. That shook my faith even more so.  I feel that charging me for cables or anything else in this matter to fix my e brake that they charged me over $400, parts and labor is unfair. I believe they should honor the guarantee or refund my money that they charged me, parts and labor. I have no faith or trust in the integrity of the gm of the service manager. 

  

  Business response

  03/28/2024

  Hello, 

  We have previously responded to this. The brake cable itself doesn’t stop the vehicle, that would be the caliper.  We noted on her initial RO that she would need to replace brakes soon.  So we offered her if she wants a credit for what she paid on the brake cable towards the brakes themselves we would be happy to do that.  But because we noted initially that she would have to replace her brakes anyways, we feel this is going above and beyond trying to help her out.

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