Business ProfileforVolkswagen of North Nashville

Purchased a 2021 Atlas with 5k miles on it in May of 2021. Within one week the check engine light was on and they had it for two weeks. Fixed THAT issue. A few weeks later the check engine light came back on. “We can’t find anything wrong and the light went off”. Took it back home. Over the last two years my check engine light has consistently been on. Each time I have taken it to service I have been told the same thing. “ We can’t find anything wrong and the light went off”. Most recent issue was my vehicle moving forward while in reverse. Check engine light immediately came on. Next day water is leaking through the roof. Take it back AGAIN. This time they blame the fact that we aren’t using top tier gas. Why that wasn’t brought to our attention the previous 10,000 times we’ve had it in their service department is beyond me. They also can’t recreate the issue with the water leak so, no fix there either. So off we go home yet again. Over the last month we have only put top tier gas into the vehicle. Check engine light has yet again came back on. Car is driving like crap, again. I’m willing to bet that they won’t find an issue and the light will magically go away while in the service department again this week. We purchased the vehicle being told it was the store managers wife’s and she wanted to upgrade, after only having it a few months. Clearly they got out of it because it was crap, but of course didn’t want to say that. I will never recommend this dealership to anyone.

Thank you for considering our reply. First, I would like to explain Volkswagen’s diagnostic procedure as it is different than many others. When any VW arrives with a check engine light or any other malfunction warning light, and our factory-trained technician scans the vehicle, Volkswagen’s system records all information including malfunction codes present, software updates available, modules showing errors, etc. From that information, VW provides a test plan or flow chart to properly diagnose the concern. Proof of following each step must be recorded in the scan tool in what VW calls “Guided Fault Finding” or “GFF”. If that information is not recorded to prove each warranty repair is valid, that claim will be denied, and we will not be paid by VW for that repair. Our records indicate that *** ******** purchased a 2021 VW Atlas (**** *****************) on 05/04/21. Our records show the mileage at that time was 5,221 miles. There was one previous owner, and no warranty repairs were done on the vehicle before *** ******** purchased it. The following is a summary of each service visit for this vehicle at our location: RO# ******* Open date: 05/28/2021 Mileage: 6,093 The vehicle was brought to us with the customer stating, “Multiple dash lights are present, says start stop feature is disabled and when turning the steering wheel there is a shaking”. The technician found codes B1168F2 for “Steering angle sensor no initialization” and B200FF0 “Steering rack internal malfunction”. Using VW’s test plan, he was instructed to replace the steering gear assembly. That part was on national backorder and deemed undriveable. At that time, we provided a loaner vehicle for *** ********. Our records indicate the steering gear arrived on 06/28 and the repair was completed on 06/30. The tech replaced the steering gear, required nuts and bolts, performed coding of steering angle sensor, performed an alignment and road tested to verify repairs. To our knowledge, these codes have never returned in this vehicle since this repair was completed and the vehicle picked up on 06/30/21. RO# ******* Open Date: 12/20/2021 Mileage: 13,360 The vehicle was brought to us for the 10k routine maintenance and to complete Recall 40R1-Front stabilizer coupling rods. Both services were completed, and our records show the vehicle was picked up on 12/22/2021. There were no other concerns brought to our attention during this service visit. The 10k service consisted of an oil and filter change and complete 10k inspection. The recall performed replaced both coupling rods and all 4 coupling rod nuts in the front suspension. RO# ******* Open Date: 05/06/2022 Mileage: 20,452 At this service visit, the vehicle was brought to us with the customer stating, “the carplay function and other infotainment systems are not working at this time”. The technician found no codes present in the system but was able to duplicate the concern and found a service bulletin for the concern. Using the test plan and the service bulletin, it called for the online service module to be completely removed from the vehicle and the battery removed to perform a complete reset of the module. The technician performed this procedure and tested the system. All systems were found to be operating as designed. There were no other concerns brought to our attention at this time by the customer. Our records indicate that the vehicle was picked up on 05/06/2022. RO# ******* Open Date: 06/27/2022 Mileage: 22,998 On this date, the vehicle was brought to us for the 20k maintenance service, to perform recall 97GF to repair the front door wiring harness, the tire pressure light was on, and it was stated that “the check engine light was going on and off, and while on, the vehicle seemed to sputter”. When the technician got the Atlas, the check engine light was not on, but he did find codes in the history for sporadic misfire. With the codes being in the history and not showing current, the test plan stated to clear the codes, drive the vehicle and see if the problem persists or the light comes back on. Our records show that we put 37 miles on the vehicle after clearing the codes. The check engine light and sputtering issue never returned. We advised the customer to return if the light came back on. Our records show the vehicle was picked up on 06/28/2022. RO# ******* Open Date: 08/08/2022 Mileage: 25,549 On this visit, the customer had 2 concerns. The first was “Both passenger windows will not roll up or down”. The tech found code U020000 present and active for “Lost communication with door control module B”. Using the test plan, he found the door wiring harness was faulty. He replaced the door harness and tested the system. Everything was found to be operating as designed in the power window function. The second concern was “The check engine light was going on and off again, when on could feel the vehicle sputtering at times, and the customer had taken it to get the codes read elsewhere and they had retrieved code P0456. Our tech confirmed that code P0456 was present and active for “Very small leak in the Evap system.” Using the test plan, he found the charcoal canister and leak detection pump had failed. They were both replaced, the tech cleared the codes, test drove and found no codes returned and the vehicle was operating as designed. Our records show the vehicle was picked up on 08/09/2022. RO# ******* Open Date: 12/05/2022 Mileage: 30,000 On this visit, the customer returned for the 30k routine maintenance and had an issue of “The ***** Carplay was not recognizing the customer’s voice”. The 30k service was completed and the tech scanned the vehicle but did not find any codes present or in the history. After doing more checks, our tech found the light that is usually green for the ****** system was not illuminated at all. The tech found what VW calls a “tech tip” for issues when that light is found to be off. The tech tip stated to perform a reset of the ****** module using the VW scan tool. The tech performed that service and found the light was now illuminated green and the Carplay system was operating as designed. Our records show the vehicle was completed and picked up on 12/05/2022. RO# ******* Open Date: 07/31/2023 Mileage: 38,043 This is the most recent visit. The customer came in for the 40k routine maintenance and had 3 concerns. First, the check engine light had come back on. The technician scanned the vehicle and found a history code P0302 for “Sporadic misfire cylinder #2.” The vehicle was not misfiring at the time and the stored data that would usually be there had been cleared prior to the vehicle arriving. Without an active code and the vehicle not acting up, all the tests ran had passed and no problems were found. The customer was able to leave the vehicle overnight, and we ended up testing and driving for several days, but the light did not return, nor did the vehicle ever sputter or have any drivability issues. The tech did find a tech tip from VW for any vehicles that have random misfires that calls for top tier fuel to be used to see if that fixes the concern. We advised the customer of this and to return if the light came back on. We also asked not to have anyone clear anything in the system. The second concern was “When put into reverse, the vehicle will go forward when accelerating. This has happened only twice and both times have been on a flat surface.” The tech drove the vehicle numerous times, inspected the drive linkage, and checked for any codes in the transmission control module. Everything was found to be operating as designed. The customer was advised to return if this problem persisted. The final concern was “There is water dripping down from map light area on the drivers side.” The tech found the rear sunroof drains were partially blocked with debris. He performed the clearing procedure on all 4 sunroof drains, water tested the vehicle several times and no other leaks were found. Our records show that the vehicle was picked up on 08/03/2023. Although this vehicle has certainly had its fair share of needed repairs since it was purchased and might be a very good candidate for a buyback from Volkswagen, I do not see where we at VW of North Nashville have failed this customer. All repairs have been covered 100% under warranty and during the only repair that has taken over 3 days to complete, we provided a loaner car at no cost to the customer. It is not as if the customer has had to return after a repair because it was misdiagnosed, or the repair was completed incorrectly. All repairs have been completed to the exact specifications of Volkswagen diagnostic and repair procedures. We would be more than happy to look at the vehicle again if it has any more issues going forward. Feel free to reach out to me if you have any questions or concerns. Thank you.