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| - AVOID THIS DEALERSHIP AT ALL COSTS. Last Tuesday I brought my 2014 Beetle in for routine maintenance and a rattling sound during acceleration. When I brought it in, the service advisor seemed dismissive but I didn't think much of it and I was told that I'd get a call the next day. I asked if they had a loaner car I could use in the meantime and was told no -- fine, I just took the shuttle. I waited for a call Wednesday and as the service department closes at 6, I was getting a little concerned when they hadn't called me by 4:30 so I called them and was directed though the automated phone system and central service department only to be sent to the service manager's voicemail. When he did call back, he told me they still haven't diagnosed the car and would need to do an engine teardown as they thought the timing chain was causing the noise -- a $400 proposition. They went ahead with this as they said if it was the timing chain, it would be covered under the factory warranty and that it would be unsafe to drive the car in this condition. I heard nothing for 2 more days until Friday they called to tell me that the timing chain is fine and they still don't know what's wrong and that they'll have to contact the VW service hotline to continue the diagnosis. At this point I've been without a car for the better part of a week as I still had not been offered a loaner. Two more days go by and after hearing nothing from the service department I called again Monday afternoon and spoke to the service manager who told me that they haven't yet submitted a request to the service hotline as the shop foreman needed more information which I was told couldn't be collected until the next day as other cars had been sitting around longer than mine, which is concerning. I remarked about how much of an inconvenience this has been and told him that they should consider getting loaner cars in the future. In response, he told me that they had them but they were all TDIs and had ben recalled by VW -- seems like a questionable excuse ad that happened a year ago, could you not get new ones?? -- but whatever. The next day, I called in the morning to ask if they had put in the request as I was a bit miffed that it had taken this long to do considering they had determined that they'd need to put in this request on Friday. I was told that they would be putting it in and that I'd hear back soon. After not hearing anything for the rest of the day, I called again around 4:30 and was told that they had determined the sound was caused by a few loose bolts in the torque converter -- of course not covered by the factory warranty -- and that they'll tighten them and that they'll have a shuttle driver contact me so I can come pick up the car. Hours later at 6:30, I get another call from the service manager saying that the shuttle won't be able to come get me until the morning -- you know, when I'd be at work. As that wouldn't work for my schedule I got a ride to the dealership to pick up the car. I was handed a $816 service bill -- mind you I have been out of a car for a week at this point and have been treated to the some of the worst customer service I've ever experienced. However, since the service department was closed and the only way to get my car back was to pay the bill, I did. But when I finally got in the car to leave I noticed that my radio won't work -- it had been working perfectly right up to when I dropped the car of last week. I went back in to let the person who released the keys to me know and was -- guess what -- offered a loaner car. You know, the ones they told me earlier they didn't have. I asked about that and was assured that they have them and that I could definitely have one because of my radio. What?? Why not offer that when I had been out of a car for a week or when I asked multiple times? I just decided to take my car and will be contacting the manager to see what they can do to fix this mess. Overall a horrible, frustrating experience. Take this internet stranger's advice and GO SOMEWHERE ELSE.
EDIT: I was refunded the cost of labor for the timing chain replacement as it turns out they never actually did it. I appreciate the honesty in doing that refund but when I brought up my radio issue I was essentially told too bad and that they didn't touch it so it must have been broken when I brought it in which was not the case at all.
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