General Manager October 9, 2012
Ralph Thayer Volkswagen
The following is my experience thus far at your dealership:
Thursday September 20th I was unable to start my 2009 Volkswagen Passat. The engine was trying to turn over but would not start. Prior to this there was no indication that there was anything wrong with the car (i.e. warning lights etc).
Called Ralph Thayer Volkswagen and spoke to Kevin. I had the car towed to the dealer on Thursday Sept.20th around 9:30 am.
On Friday I spoke with Kevin and he stated that he was unable to look at the car yet.
On Monday or Tuesday the week of the 24th I was told the car failed the compression test and this could be really bad
and I could possibly need a whole new engine costing approximately $7,000. I was told I need to authorize a payment up to $1200 to take apart the engine to diagnose the vehicle. I authorized the diagnosis. It was suggested by Kevin
that I call customer service at VW of America to ask for assistance. VW of America was called and a case file was initiated with a woman named Tonya as the lead. I faxed Kevin maintenance records as requested by VW of America.
On Sept.25th I was told via phone message that the cylinder head needed to be replaced and this would cost between $2,000 and $3,000 and this is what they found so far. Tonya at VW of America had been contacted regarding possible assistance to replace the engine.
On Sept. 26th I was told the timing belt chain slipped, which bent a gasket which caused a cylinder to fail.
No news on Sept.27th.
On Sept.28th I was told VW of America was reviewing the case and due to the cost of the repairs the case has been
forwarded to Tonyas supervisorI think his name is Dennis. Kevin gives me a quote of $3880.00 to fix the car but states the$ 1200 for diagnosis is already in the price.
I call on Monday to check the status; I receive no return phone call.
I call on Tuesday and Kevin calls me back in the afternoon to tell me he has no news.
I call on Thursday; Kevin calls my ex-husband John and does not return my phone call.
Thursday October 4th Tonya from VW of America contacted me at approximately 5 pm stating that they will provide $1200
towards the repairs. She inquired if the dealer had notified me of the offer and I said no they had not returned my phone call yet that I had placed earlier. I agreed to this offer but did comment that I was disappointed with the offer and stated the timing belt should not have slipped. Tonya, who became very agitated, stated that we dont owe you anything especially with a car that has 77,000 miles on it. She also stated that the offer is what it is because you have shown no Volkswagen loyalty. Tonya also said I am very confused that you keep bringing up the timing belt since that has nothing to do with whats wrong with your car. I told her what Kevin had told me and she stated that she was never told that. Tonya, clearly
agitated, stated that there are multiple reasons for a cylinder to fail. I explained that Kevin clearly outlined the chain of events that occurred which caused the cylinder to fail. She again states that she was never told that by Kevin.
The last thing I said to her was that I was going to call the dealer and authorize the repair with the assistance.
MEANWHILEduring my phone conversation with Tonya-Kevin had called my ex-husband to let him know that VW of America, specifically Dennis, is reviewing my case and should have an answer for me in the morning. John literally called me 2 minutes after I got off the phone with Tonya. After talking to me John then calls Kevin back and Kevin tells him he knows nothing about the offer and we will find out more tomorrow.
Friday October 5th Kevin calls me in the morning to tell me he just received an e-mail from Tonya stating that VW of America is rescinding the original offer of 1200 dollarsno explanation---tells Kevin to call me and let me know. Obviously Tonya felt I was not as thankful as I should have been.
I speak to Kevin again on Friday afternoon and he gives me a quote of $4500.00 and tells me he needs a credit card number. I ask Kevin why the quote is now $4500.00 since he previously quoted me $3880.00. He states that the $3880.00 was when we thought we were getting $1200.00 in assistance from VW of America. I tell Kevin that the math doesnt add up and on top of that he gave me the quote of $3880.00 almost a week before I spoke to Tonya. Kevin then says Ken must have called me with the quote of $3880.00. I tell Kevin---no Ken did not call me with that quote you did. I tell Kevin to figure it out and call me back. Kevin calls 5 minutes later to say there has been too many fingers in the pie in this one. Ken added labor on to the $3880.00 not realizing I had already added labor on to the job. I am helpless at this point and definitely feeling vulnerable and agree to the repairs.
Saturday October 6th in the morning I call and speak to Ken and tell him I dont want anything done to my car that I am going to get other quotes first. I decide to go to the dealer and investigate what is going on with my car. My boyfriend Todd who worked at a dealer for 3 years comes with me. Ken is there and I explain to him that Kevin had claimed he added labor charges on to my quote---Ken is visibly disturbed by this and denies going anywhere near my quote and wonders out loud why Kevin would throw me under the bus. I ask to see my car and notice immediately that the entire engine had not been taken apart like I was previously told. I ask Ken about this and he states I am not up to $ 1200.00 in labor to diagnose the car. Ken
tells Todd and I they charge $100.00 an hour for labor. Thats strangeKevin never mentioned that. Kevin only mentioned that the $ 1200.00 was included in the quote. It is obvious it did not take 12 hours to diagnose the car.
We ask to see a log of labor hours for the car. Ken cannot produce a labor log.
We notice Kevin has left all my credit card information on his desk. Ken, visibly annoyed with Kevin again proceeds to say my credit card information is supposed to be locked in the safe. Kevin had left it on top of his desk which is located inside the service department where anyone could have access.
I again tell Ken that I am going to shop around for a few other quotes and can he please make his manager aware of the above issues and get back to me with the dealers final offer to repair the car.
Ken assures me that he will investigate this and either Ken or Kevin will get back to me on Monday.
I call Monday, no return phone call.
I call Tuesday, no return phone call.