Negative car service experience

**BigBrownDog** · 12-17-2010, 05:34 PM

So aggravated.

My son and I brought the Passat into the VW dealership today at the crack of dawn to have the struts replaced under the extended warranty we purchased with the car. I don't usually buy extended warranties - but with a German car/$$ parts/$$ labor - it made sense.

We knew what was wrong with it ahead of time - told them what it was when we made the appointment 2 days ago. The girl that made the appointment acknowledged that it was covered.

Today - service manager hems and haws about the coverage -says he has to get confirmation. That takes a couple of hours. Then they tell us that only the one that is leaking will be replaced. So - we'll have one new strut and one 4 year old strut on the front of the car. I don't think that is a very good idea and it is always recommended that both get changed at the same time.

Then - the capper and what made me flip was that they had the car the whole damn day and did nothing. Did not have the part in stock and have to order it. So - they had the car for 8 hours - I had to drive son back and forth to the dealer and to work and nothing at all got done. They could have easily planned for this in advance and gotten the part ordered 2 days ago - but NO! The service manager tells me - "Well M'am - we have to do our own diagnosis to know what is wrong". Just crappy customer service all around.

And - he proceeds to tell us all the other stuff that needs to be done (brake fluid, oil change) that we JUST had done at a non-dealership shop. Obviously they just looked at their computer service record and not at the actual car (sorta like Jiffy Lube - driving up the expense as much as they can).

Fortunately we found out that the warranty is usable at any dealership so we'll be going elsewhere next.

**bigbrownsmom** · 12-17-2010, 05:41 PM

Sounds just like a Volvo dealer around this way.

**nellies mom** · 12-17-2010, 06:39 PM

Sounds like the Toyota dealer I used to use. Before a long road trip two years ago I told them to check everything especially the tires and battery which were old. I was given the all clear only to get to Long Island and find a dead battery and dry rotted tires.

**HersheyK's Dad** · 12-17-2010, 07:44 PM

I would continue to use the one that is most convenient to yourself. They are all the same.

Example? At 40K miles they told me that I needed front and rear brakes and rotors. No thank you, I think I can get more out of whats there.

Stopped at my local garage where I know the mechanic. He takes a look. More than 60% of the brake pad left and the rotors look like new.

At 60K miles, I get told the same thing. I give the same answer.

Stopped at local garage on the way home. Same answer but pads are down to 50%.

Last week, at 80K miles, I stopped at the local garage on my way in to the dealer. Rotors still fine and 40% left on the pads.

PS: I take the car in to the dealer for free oil and filter changes. Dealer tells me I need pads and rotors. By the way, they want over $900 to do the work.

I ask to see the service manager. I show the service manager the write up from my local mechanic, tell him the story of the previous two warnings about the brakes and rotors, and accuse the place of fraudulent diagnosis and trying to run up the customers bills and their income.

He denies my accusations, questions the skill of my other mechanic, and tells me I am free to go elsewhre if that makes me feel better.

I explain to him that I will continue to bring the vehicle in for my free oil and filter changes as long as I own it. I will olso send copies of the service reports that he had given me, each stating that the car needs brakes and rotors, and the analysis from my other mechanic, to the local TV stations to see if they want to pick up on the fraud story.

I had fun.

**Tucker** · 12-17-2010, 08:30 PM

I purchase cars based on what my gut tells me about the service department...I currently have a Lexus which I "like" (I don't LOVE)...but I LOVE my service advisor - he is fair, he is honest, he ALWAYS tries to get me a good deal and always goes out of his way to make my service appointments convenient and easy for me...he has been my advocate when I have had other Lexus issues - I rarely come across people so willing and wanting to give good customer service...if anyone in northern/central NJ is thinking about getting either a new or used car, I STRONGLY recommend Warnock Lexus...WORST case, they don't have a loaner car, or you want to wait - they have a GREAT complimentary snack bar AND they always tell me if I happen to be in the area and want my car washed, just stop by...truly a fabulous service department!!

**georgie** · 12-17-2010, 08:39 PM

That stinks. We bought our Expedition & Escape from a dealership that is a bit farther away...but the general manager lives close to us & he would come the night before one would need service & leave me a car & gtake one in. Now that is customer service.

And, being dog people, you will love this. The Expedition needed inspected & an oil change. Sometimes you can be there half a day. So DH told them we had a new puppy and he could not be out all day, and they said.."no problem, you can have a loaner car to go back home & we will call you when it's finished.

Worth the drive for that kind of customer service.

**Aim** · 12-17-2010, 08:45 PM

That really stinks.

I do not blame you for going elsewhere.

**Labs4life** · 12-18-2010, 07:33 AM

I won't even attempt to tell you all about Paramus Dodge and my company jeep Liberty experience during the past two weeks. Considering I'm a field service engineer for Daimler Mercedes (not the car division) I have a "little" insight into figuring things out when things go wrong. It is what I am paid to do. Let's just say they were not happy when they gave me a laundry list of things that were wrong and I debunked half of it. All I did was ask them to "show me". They did. They stuttered. They did not get all the extras they hoped for.

Do not take for gospel anything a dealership tells you. Warranty charge backs to the manufacturer is a break even deal for the dealers. they get paid on a very strict guideline. Where they make their money is on the extras. Brakes are their favorite.

**mwm70** · 12-18-2010, 09:22 AM

Originally Posted by BigBrownDog

So aggravated.

My son and I brought the Passat into the VW dealership today at the crack of dawn to have the struts replaced under the extended warranty we purchased with the car. I don't usually buy extended warranties - but with a German car/$$ parts/$$ labor - it made sense.

We knew what was wrong with it ahead of time - told them what it was when we made the appointment 2 days ago. The girl that made the appointment acknowledged that it was covered.

Today - service manager hems and haws about the coverage -says he has to get confirmation. That takes a couple of hours. Then they tell us that only the one that is leaking will be replaced. So - we'll have one new strut and one 4 year old strut on the front of the car. I don't think that is a very good idea and it is always recommended that both get changed at the same time.

Then - the capper and what made me flip was that they had the car the whole damn day and did nothing. Did not have the part in stock and have to order it. So - they had the car for 8 hours - I had to drive son back and forth to the dealer and to work and nothing at all got done. They could have easily planned for this in advance and gotten the part ordered 2 days ago - but NO! The service manager tells me - "Well M'am - we have to do our own diagnosis to know what is wrong". Just crappy customer service all around.

And - he proceeds to tell us all the other stuff that needs to be done (brake fluid, oil change) that we JUST had done at a non-dealership shop. Obviously they just looked at their computer service record and not at the actual car (sorta like Jiffy Lube - driving up the expense as much as they can).

Fortunately we found out that the warranty is usable at any dealership so we'll be going elsewhere next.

In my experience, warranties have limited coverage (cover manufactuer defects) on wear items: brake pads, rotors, tires, shocks, struts etc. More than likely they are covering the one strut because it is leaking i.e a bad seal and will not replace the other because there is no failure in it due to the manufactuering process. While it is recommended to replace both it is not the dealer's "responsibility" to do so under the terms of the warranty.
With regards to them doing their own inspection of the problem, you probably won't find a reputable mechanic that would not do this. Sort of like taking your kid to the doctor and him prescribing treatment based solely on what you tell him. Mechanics are alot like breeders, there are a ton of bad ones but there are some very good ones as well. It is important to research and find one that you are comfortable with before you give them your money. Good luck.

**BigBrownDog** · 12-18-2010, 02:31 PM

Originally Posted by mwm70

In my experience, warranties have limited coverage (cover manufactuer defects) on wear items: brake pads, rotors, tires, shocks, struts etc. More than likely they are covering the one strut because it is leaking i.e a bad seal and will not replace the other because there is no failure in it due to the manufactuering process. While it is recommended to replace both it is not the dealer's "responsibility" to do so under the terms of the warranty.
With regards to them doing their own inspection of the problem, you probably won't find a reputable mechanic that would not do this. Sort of like taking your kid to the doctor and him prescribing treatment based solely on what you tell him. Mechanics are alot like breeders, there are a ton of bad ones but there are some very good ones as well. It is important to research and find one that you are comfortable with before you give them your money. Good luck.

Well aware of the variance in mechanics. We have a good one - but the warranty lives with the dealer.

As for diagnosis - that's all fine and good - they can do their own diagnosis but should have gotten the part in advance anyway. This is not an old car, this is a model they have sold many of - owning the part would not have been a liability if they did not have to actually replace it. When I have gone to non-dealer mechanics they ALWAYS get the parts ahead of time for scheduled work. It's an abuse of a customer to make them spend a second day dealing without the car.

I was a bit of a "gearhead" when I was younger - had an old Porsche that needed daily care and feeding and frequent tweaking and adjustment I usually did myself. I am not a neophyte when it comes to cars. My expectations of what this service department could have done (minus the coverage issue) are not off base.