I apologize this is gonna be a long one...but if you make it til the end I think you'll...

GetHuman1354831's customer service issue with Volkswagen from October 2018

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Help with my Volkswagen issue
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The issue in GetHuman1354831's own words
I apologize this is gonna be a long one...but if you make it til the end I think you'll be pretty astonished.* I leased a car from Fox Valley VW Schaumburg on August **th. It's a great looking **** Jetta R-line. Sleek lines, cool rims, tinted glass. Just an awesome looking car. I had a Diesel Jetta a few years ago and loved it. Unfortunately I had to do a buyback and turn in the car after * and a *** years because of VW's emissions cheat.* So let's start at the beginning. We gave our daughter my car for college so I had to buy*lease a new car. I went to VW because I knew I either wanted a Passat or the new model Jetta. I went in and a salesman approached me asking me what I was looking for. I explained and we went out on the lot to take a look. I explained exactly what I wanted. He told me he was brand new there but he has been selling cars at Chrysler. I asked him several questions about the differences of the trim packages and his answer was "YES!" He was excited but he couldn't understand english and didn't know the product. After about ** minutes of this I could see we weren't getting anywhere so I told him I had to go but would be in touch. He asked me for my cell and email so he could get some choices to me. The funniest part was he gave me a card with Chrysler crossed off on it. Seriously? He text me for the next couple hours asking about lease or buy options and such. I answered each time and he promised to email me some choices of cars. That never happened. The following Monday I got a call from a rep at VW asking how my experience went. I laughed and explained what happened. She apologized and said she could help me. I explained what I wanted and she said she saw it all in the computer and she'd email me some listing. Instead all I got was pricing on the different trim packages. * The on the **th I went back and was determined to just get a car. I probably should've taken all these things as a sign to just go somewhere else. So of course the same sales guy from * weeks previous meets us as we get out of our car. I not so politely told him we didn't want to deal with him and he had a look of wonder and shock. He had no idea who I was after I explained how he showed me cars for ** minutes and didn't follow up. In I went to find another salesman. I explained what I was looking for and he said he just started last week and wasn't very familiar with the VW line but he would ask someone if he didn't know. Not ideal but I appreciate honesty so off we went. I saw a couple cars I liked in the lot and then we went inside to get pricing and I fell in love with the **** Jetta R-Line I mentioned above.* I left with the car happy as could be...* Three weeks ago on Tuesday September **th my wife took the car in because there was a tiny squeak coming from the front drivers side brakes. Only when you were idling and slowly pressed the brake you could hear it. Not a big deal. * The next day we get a call saying that there is a transmission leak and they are ordering parts and the car would be ready on Friday the **th. No call from the assistant service manager so I call him. He actually told me that only * of their mechanics can work on this car and one is off and the other called in sick. There is so much wrong with this statement. First if you only have * mechanics in your entire shop that can work on your best selling car what are the other guys doing?!? Second I don't want to hear you can't get my car done because someone called in sick! He tells me he'll try to get it done on Saturday and would call me if it got finished. No call. On Monday the *st I call and he says that they couldn't finish the work because there were a few nuts that were one-time use twist off that couldn't be reused. Sorry you should've known that. So another wait. By Wednesday the *rd I'm calling again (see a pattern here?) to see what the status is. He tells me they have all the parts and it should be done Thursday and he'll call me. He calls me to tell me that the car should be done in the afternoon. I take this opportunity to ask him if he actually looked at the original reason the car was brought in. He says they never looked at that. :( I finally get the call on Thursday afternoon and he tells me they finished the trans issue but can't take the car for a test drive because they can't get the bay door open. This is getting ridiculous now. He calls me later that day and tells me good news we discovered the original problem was a burr on the caliper which they grinned off. So not only did the car have a trans leak straight from the factory but also a burr on the caliper. VW brags about their quality control. Not so much. Then he tells me the bad news...the trans is still leaking. He says he will have to call VW corporate get them involved because the car is so new. I calmly (somehow) explain that this is unacceptable and that I am frustrated and this needs to be his shops top priority at this point. He then tells me he will put his best guy on it. Seems like after ** days of a new car being in your shop this should have already happened without the customer prompting it. * Unbelievably I don't get a call so by Tuesday, * days later I am calling to talk with the general manager. They connect me right through to Frank Butnaru. I explain the last * weeks of lies and excuses and he says he'll call me right back once he gets the service manager and figures this out. They call me back and I again explain everything to the Service Manager who defends his guy and says that doesn't sound like him. I asked him if he only had * mechanics in the shop that can work on the R line Jetta and he says of course not. I explain that I don't think the way this was handled was acceptable. We're now ** days in. He calls me and tells me the car will need a new transmission. The car should be done by Tuesday October **th. I ask for a different loaner since they gave me the lowest model as a replacement and I'm paying for the highest model. Seems like a pretty innocuous request. He told me he'd call me when he had something. I'm still waiting on that call a week later. I'm not a complainer by nature but at this point I have driven my brand new car for ** days and they will have had it for ** days tomorrow!!! So I tell them I would like an remote starter put on the car (its a lease so they would also benefit by this being installed. I would also like them to give me the care package for the life of the lease. Which is basically * oil changes and tire rotations.* I AGAIN don't hear back from them regarding my request for a different loaner or my request for the remote start and care package request. So today I call and the service manager tells me that they can either take a payment off or give me the care package but I'd have to pay for tire rotation still. They can't do the remote start. * I don't think the service manager ever checked with anyone and I'm amazed I haven't heard from anyone else at the dealership. The car has *** miles on it and I haven't seen it in * weeks! Fox Valley VW Schaumburg the ball is in your court.* Oh yeah I forgot I pulled this straight from their website.* "We want to MOVE our team members to a better place in their lives by working at our company. We pride ourselves on promoting from within and moving our employees through training to their full potential. Our team members are our biggest asset and resource to better serve our customers. When they are MOVED in a positive way, they MOVE our customers in the same direction."* Oh I'm definitely MOVED!*The only people I've heard from after my car being in the shop for * weeks plus are people I've reached out to. I run a shop in Chicago and if I had someones truck for * weeks and I didn't personally talk with them and offer some type of compensation I wouldn't be in business. This is bordering on ridiculous at this point. Lies, excuses and not even really acknowledging a customer is not the way to do business!

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Customer service issue
Reported by GetHuman1354831
Oct 16th, 2018 - 4 years ago
Not resolved
Seen by 13 customers so far
Similar issue to 48 others
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GetHuman1354831 started working on this issue
Oct 16th, 2018 3:18pm

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