Napleton's Volkswagen Dealership was dishonest and unprofessional. Vehicle purchased under false pretense. Sanford FL

On Sunday, June 10th, I decided to give Napleton's Sanford a try. I was initially greeted by Jeret with sales. We sat and he asked me what I was looking for. I explained the trials and tribulations with David Maus, and then specified that I wanted an S, white, AWD, and a 5000lb towing capacity hitch . He left the table and when he returned, the sales GM (Patrick) and Michelle from sales returned. I again explained the David Maus experience, and they went back to their offices. Jeret and I then discussed financing versus cash, and price point. He left the table to speak with the sales GM, and came back a bit later with 2 black and 1 white models. I of course, wanted the white vehicle. He left again and when he came back, he stated that the white was unavailable. Since I was left with no other options but the black S AWD, I decided on that vehicle. I was asked about financing through VW, and was shown to a table with a computer. I was told to fill out the credit application, and let them know when I was done. I finished, and they told me that my credit was good enough to get either 1.9% or 2.9%, depending on down payment and length of loan.

At this point, no paperwork had been completed. I was informed that the vehicle would be delivered on Tuesday, June 12th or Wednesday, June 13th, at the very latest. On Monday afternoon, June 11th, I called Jeret to check in on the vehicle delivery staus and he told me that he was just waiting on word to go and pick it up. Tuesday, June 12th came and went with no word from anyone as to the status. On Wednesday, June 13th, I went to the dealership to find out the status of my delivery, and neither Jaret, Michelle, or Patrick were in. I asked to speak to the sales manager (Joe) that was available. He had no idea what was even going on with my delivery, and so he spent the next 1 1/2 hours or so getting up to speed. He informed me that there were NO cars locally, and that he could only find a black S (at the port) and delivery would not occur until Monday, June 18th.

He said he might be able to get a black SE AWD sooner, but he had to verify if that could be done. Joe called me that same evening around 9 p.m. to tell me they were working on getting a black S delieverd the next day. The next day, Thursday, June 14th, around lunchtime, I received a call saying that they had a driver standing by to go and get the vehicle. I asked them to wait while I conversed with my son on the car, and decided that after all of the back and forth stories that I was given, not to have that particular vehicle brought to the dealership. Later that day, I went to the dealership and wanted to know how having that 5000 lb towing capacity hitch already installed would change my possible options for a vehicle in a suitable color without all of the technology items.

I was told that there were no available vehicles in AWD and hitch package available, however, there was a white SE AWD with technology at the Orlando location (far more expensive then what I had been requesting. It seems as though the model S AWD that I was looking at, would not be able to have the appropriate tow package. I asked about the hitch for the white SE and again Michelle spoke with Patrick. She informed me that if I got the hitch installed aftermarket outside of VW, I would only have 2000 lb capacity and it wouldnt be covered under warranty. If I had VW install it before leaving the dealership, I would have full 5000 lb capacity and it would be covered under warranty. I went to the parts department and inquired as to EXACTLY what I would need to install a 5000 lb capacity hitch on that SE AWD with technology, and I was told that I would need a wiring harness and the hitch. The SE model that I have is indeed rated for 5000 lb towing capacity.

Prior to purchase I had asked Michelle for an out the door quote, which I received via text message (and was not honored). In order to get a vehicle that my family needed, and to discontinue my multiple dealing with the dealership, I purchased the white SE, AWD, with technology, believing that I was also going to be getting a 5000 lb capacity hitch installed, even though vehicle was out of budget range. I did pay an additional cost for the hitch installation. I sat with finance (Jay) and he went quickly over paperwork, and it was rushed through, with very little explanation. After purchase, I was not "introduced" to the car and it's capabilities. Also during this time, Michelle told me a very personal story of her daughter's death and how it occurred...I was very uncomfortable, and it was unprofessional and inappropriate.

On Saturday, June 16th, I went to the dealership and spoke with sales about the possibility of returning the car and going a different route. Jay went to speak with Patrick and then returned. He said that my contract had already gone to VW credit and that I would need to contact them, first, to see if the would reverse the loan. I called VW customer service, but they were closed for the weekend. I decided to leave the Atlas parked at the dealership over the weekend until I could contact VW credit. My son had called while I was in Jay's office and Jay asked if he could talk with my son to explain anything he didn't understand....however, what he did do was as my son why was being so ungrateful and selfish!

On Monday, June 18th, I called VW and was told that the dealership would need to fill out the appropriate form and send it to them, and then they could reverse the loan. I went to the dealership, saw Patrick first, and told him what I had found out. He told me to go see finance (Daphne), which I did. I explained the situation to her and while we were talking, Patrick entered her office and said that Al (GM) would need to make the decision as to whether or not they would reverse the purchase, and he knew he would not. He looked at me and very rudely stated that I had purchased the vehicle and I shouldn't be doing what I was doing. Daphne said the GM wouldn't be in until after lunch and she would call me. She said that maybe they could buy the car back instead. She called me before lunch (not sure if Al even was told of the issue) and said they would NOT take the car back but they would buy it back and I would only need to pay a little over 1k to do so, which clearly exceeded my already surpassed budget. The decision was made not to sell it back to the dealership,for obvious reasons, and I left.

On Tuesday, June 19th, I took the car to the dealer at 7:15 a.m. to have the hitch installed. It was necessary for me to stay and wait, and after 9 hours, it was completed...not quite. After looking at the hitch and bumper, I was not satisfied with the work. The hole that had been cut for the hitch was gouged, with sharp and uneven cuts, and parts of the bumper were quite scratched. Chris, my service advisor, was not there that day, but the shop foreman Brian went over the work with me and agreed that it needed to be redone, probably with a new section of bumper. He apologized and stated that the work was unprofessional and that the technician that had done the work would probably get a written reprimand. I had also told them of air leakage around the front passenger window, and it was found that the window moulding needed to be replaced, so that was ordered. The vehicle stayed at the shop overnight.

On Wednesday, June, 20th, Chris called to let me know that the bumper had been redone, and I went to the dealership. The job looked much better, but under the awning (where it's darker), issues were missed. After getting home, and looking at everything in better light, I fould a gouge and scrathes on the upper white portion of the bumper. There were also small gouges along the entire outside edge edge of the bumper as if it had been laid on the floor with no protection. There were also scratches around the hitch area, and all of the bolts that secure the underside of the bumper to the frame brackets, were missing. I took pictures, called Chris, and sent him the photos that I had taken. At this time, I asked him to confirm the 5000 lb capacity (since the information on the hitch itself was covered up and not accessible). At this time, he informed me that the hitch was only 2000 lb capacity.

I was going to take it back to him on Thursday, June 21st, but Chris and I made an appointment for Monday, June, 25th for the window moulding change and discussion on incorrect hitch installation.

On Monday, June 25th, I went to the dealership to have Chris look at the bumper issues and to have the window moulding replaced. I met the service manager, Rick, and explained the issue of the hitch not being the appropriate one. He verified the towing capacity of the vehicle as 5000 lb, and told me that he would be looking into the matter and needed to speak with people that wouldn't be there until the following day. The window moulding did not get replaced, as the status of the vehicle is in question.

An additional note: there is a clump of unpainted, rust at back window.

Bullet points:
Uncomfortable conversation, initiated by my salesperson, regarding a death in her family. This conversation should have NEVER taken place, as it was morbid and extremely unprofessional.

I discovered that my credit score had taken a hit when 2 hard inquiries were placed against me. When I asked Jay, he got nasty and said that I should have expected it because the dealer runs 1 report and then VW runs another. I was never told this and would have either gone with my own financing or paid outright. It's unethical to damage someone's credit without their direct knowledge. After this brief and unecessary exchange, Jay felt it necessary to follow me to the sales manager's desk, where I felt as though my conversation with Joe was none of his concern.

The only reason that I purchased this vehicle was because I was told that I had to have the SE AWD in order to have my 5000 lb hitch capacity. I would absolutely have done something different had I known.

The comments from Patrick to myself regarding car return were unprofessional and unprovoked. There was no time during any of this interaction where I was disrespectful to anyone.

The conversation that Jay had with my son was unbelievably out of line, lacked in professionalism, and was incredibly disrespectful.
Jay had informed me that it was possible to return car to dealer, after contacting VW credit. He was untruthful, and was told as such.
Service department should never have allowed the poor job on the bumper to be given to me. No one in their right mind would have accepted the job that was done, (twice).

When I asked if it would be possible for me to speak to the GM (and I asked on 2 differnt occasions), I was dismissed.
After having gone to the dealership on my own, I indeed felt, and still feel, as though I have been stereotyped and not taken seriously because of my gender.