Community Update

I took my car in for a 20k service and had a problem with the internal computer that needed replaced. They had my car for 5+hrs the first day and 8+hrs the second day for a job that took 1hr + the service. Upon completion they didn't call the correct number to let me know that it was complete.

My car was returned unwashed (inside and out), it had torn wiper blades (which it didn't have before and was one of the items on the list of inspected items as part of the service and was in ‘perfect’ condition), one of the rims was bashed up and to top it off the car had an additional 45+ miles on the odometer. I can prove this due to the milage that they logged when i dropped the car off and I took a photo when I picked the car up. In addition, the fuel light was illuminated on the dash and stated that it only had 20 miles left in the tank. I had 1/4 of a tank when I dropped it off and the light wasn't on (comes on at 50 miles). I called the service center and the representative told me that I was wrong and that couldn't have happened while it was with them. No apology, just a grumpy man with a bad attitude.

In December 2013 I also had a PA state test, they lost my registration and insurance card. I called and was basically told that I was a liar and that they had returned the documents to the car. I couldn't believe this. I had no choice but to buy a replacement registration out of pocket. I didn't receive a reimbursement nor an apology.

Finally the service manager offered to wash the car for free, fill it up and replace the wiper blades, due to all these previous issues. We also had to take the car back to get a new rear window washer nozzle fitted.

We picked the car up and found they put less than 1/4 tank of diesel in it, they only replaced one wiper blade (the other front one is in terrible condition and rear blade is still torn), the rear bumper is all scuffed with a chip out of the paint on the trunk. Also the front bumper/right fender looks like its been clipped by something. The bumper is out of place and the fender has a scuff mark & chip right next to it.

I was furious and asked to speak to the manager, he basically made both myself and wife feel like we were nothing, telling us that we brought the car in, in that condition but out of good faith he would touch up the paint at some stage, totally passive aggressive and clearly incompetent!

Other than what this service center had previously done to our car, it was in perfect condition. A few weeks ago someone had reversed into the front grill of our car and we had the bumper replaced at a different authorized VW shop, they did a perfect job and the car was inspected upon completion so we know the bumper was not like this when we dropped it off. Neal (the manager) also tried to tell us that the bumper wasn’t fitted correctly and this is why it was out of place. You can clearly see on the fender where the someone hit something with the car. We took the car back to the authorized shop who fitted the bumper in the first place and had this replaced again and the fender scratches touched up. This body repair shop also agreed that it was obvious that someone had hit something in the car!

This place has some serious issues. VW contacted us regarding these issues and due to this being a franchise dealer, they do not stand behind the work or service and tell us that nothing can be done. A supervisor of customer care VW USA told me that I should look at reviews online before going to any VW dealer and it was pretty much my fault because I didn’t do this before going to my local VW dealer!

Needless to say we will never to returning to Piazza VW of Ardmore for a service or to buy a new vehicle!

This has also put us off VW for life! It’s such a same because we love our car and had planned on buying another VW but have vowed to look at other brands and will share our experience (both with VW USA and this particular location) with everyone that we know!