I am a proud owner of a VW or at least I was until my recent experience with service. On August 27, 2014 at Rick Case VW in Weston I took my car in for servicing for a few issues 1) Squeaky brakes, 2) Squeaky windows when lowered and raised and 3) A clunking noise when making turns. About 3 days later I was informed my car was ready to be picked up. I sent my father to pick up my car since I was out of town. Once my father arrived home, he and my boyfriend noticed my car was missing the tints it’s had for the past year and a half. They both took the car back to service right away and informed the service men. I sincerely did not think this was going to be a big issue. I assumed a mistake had happened that was not realized and that the issue was going to be resolved shortly by the dealer. Upon returning home from my vacation, I had yet to hear from Volkswagen and decided to give them a call and unfortunately what I had encountered was the worst experience I have ever had in any dealership..EVER! The man over the phone (Guy) had told me that I needed to return to the dealer so that they can show me footage of their surveillance. When I asked what this was about, he said he could not discuss the matter over the phone and I needed to see their video. After arriving, my father and I were walked over to a room where they showed me footage of me driving in with my car. They claimed that the video reveals my car never having tints while dropping it off! I was accused of lying. I tried to assure them that I’ve had tints since the very beginning of buying my car and that a video recording of a car from afar and with different lighting throughout proves NOTHING. I asked them to show me the surveillance of my car being worked on but they of course said that it would be hard to get because they don’t know the exact day and time it was worked on but of course they researched the day and time I drove into their business. When I arrived that day for service at this dealership my car HAD tints. In fact, when they showed me my car I saw exactly what my father and boyfriend were talking about. There were remnants of tint on the bottom of my window, which were CLEARLY visible along with streaks of glue all over the windows. After bickering back and forth with the manager Fidel, I asked him “What is going to happen now? “ I told him we were going nowhere going back and forth and he said, “Out of courtesy we will put the tints on.” But he kept defending the people working at the dealership saying it’s impossible for them to have taken it off and pretty much accusing me as well. My reason for writing this letter is because I am still upset at how this situation was handled and how I was made to feel. I am an honest person and really wouldn’t have been upset at all if my tints returned on my car after being ruined and removed. But the fact that they were so dishonest and the fact that they took me to a back room to show me surveillance of myself pulling up to the dealer is what has truly stuck in my mind and tainted my whole experience and love for my car. I hope this letter will at least bring this to your attention if you are unaware of the “customer service” that Rick Case VW in Weston portrays. I felt like the employees that were “helping” me were shady and dishonest in this dealership. I bought this car with a purchase price around $30,000. Why would I be treated this way over their mistake and a value of $100 for tints? If I wanted to scam your system for something so affordable such as tints, I don’t think I’d have the car that I do. Rick Case Volkswagen Sincerely, Melissa Mora
Posted on: Tue, 30 Sep 2014 01:01:41 +0000
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