For the full story see below:
August 13, 2005
VW
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To Whom It May Concern:
I purchased my VW Passat in the spring of 2002. I figured it was the next best thing to a Porche and I knew that I wouldn’t be able to afford a Porche (high end) for a few more years. At first I was pleased with responsiveness and speed of my car. I viewed VW as a reputable company with quality German engineered products. Products designed to be efficient and well made. After three years I have come to see VW in a different light. In the 48900 miles of owning my Passat I have experienced the following problems:
1. Battery blew out @ around 24000 miles
2. Brakes went out @ around 28000 miles
3. Ashtray unit came loose around 29000 miles
4. Head light burned out @ around 30000 miles
5. Tires wore out @ around 35000 miles
6. Oil pump went out at 48900 miles
I purchased the car with around 160 miles on it as new from McDonald (referred to as McDonald going forward) Automotive Group for around $24,000.00. McDonald did replace the battery and the headlight under warranty. Other than that all repairs where on my own.
When I came in to have the brakes taken care of Mike at McDonald, VW service informed me that I had been to hard on them and not kept up with monitoring them for problems and that it was normal wear. I ended up paying another mechanic to have them fixed. I cost me approx. $300.00.
When the tires wore out .Mike at VW Service informed me that it was normal wear and that it wasn’t covered under warranty. I ended up purchasing tires from a different vendor..
When I brought in the Passat to have the headlight replaced, under warranty, I asked Mike to fix the ashtray which had come loose. Though the headlight was fixed, the ash tray was not. I came to pick up my car after it had been in the shop all day and ended up sitting in the lounge for two hours waiting for the service department to get it out to me.
Finally, we come to the oil pump, the most recent incident. While driving my Passat, my daughter had the “Check Engine” light come on and pulled over to give me a call. This was Friday evening at around 2200 hours. The next day I called McDonald, VW service and spoke to Mike. He asked me what the mileage was and informed me that it was most likely the oil pump but that at 48900 miles it was still under warranty. I had the car towed in the next day, Saturday, July 30, 2005.
I hadn’t heard from McDonald by Monday (08/01/05) late afternoon so I called. Most of my communication was with Mike, some with other representatives, Tray comes to mind. I was told that they hadn’t had a chance to look at the car but that they would get to it on Tuesday. Tuesday (080305) I called in the late afternoon and was told that they just got it up on the rack and were looking at it.
On Wednesday (08/03/05) morning I was told that there were signs of sludge in the engine at that they needed all records of oil changes since I had bought the car. Since I do most of my own oil changes I was only able to produce two records from Jiffy Lube and Big O tires. The only other oil record on available is one that I had done at McDonald. McDonald never mentioned that they had changed the oil in spite of several opportunities to do so. If you compare the oil change records that were available you will see that the frequency is roughly every 5000 miles.
I was told that McDonald had concerns about honoring the warranty for the oil pump because of the lack of maintenance records but that a final decision was up to the service manager. It took me until Thursday, August 4th to get an answer. I had left numerous messages with no response. He said that the work would not be done. At this time I also appealed to VW America corporation and after numerous phone calls I was told on August 12th that the warranty was not going to be honored due to lack of maintenance records. No surprise there. Since McDonald wanted an additional $1600 to $2000 to due the work I decided to have another shop take care of it. Since I was out of town I arranged towing with Mike and had the car picked up and towed to another mechanic.
McDonald charged me $70 for diagnostics. When my VW arrived at the other shop it was discovered that the service department had neglected to put the engine back together again. They simply tossed the parts in a box and threw it in the trunk. I was furious, I called McDonald’s service department and expressed my anger and asked them what they were going to do about it. The employee I spoke with, I’m not sure of the name but I think is was either Stan or Troy said “Have a nice day” and hung up. I called VW corporate to complain and they gave my the standard “ I do apologize sir” and I’m sure nothing else will be done. That was almost two weeks ago and I’ve heard nothing.
My work as a traveling instructor takes me all over the world. I have several classes of students every month and I’m very good at what I do. Rest assured that my story with VW will be spread. Your reputation is already going down hill and though I’m disappointed, I’m not surprised. I’ve also turned my complaint into the Better Business Bureau.
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Dissatisfied Customer
Brian C. Hendee
cc: mc email
