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Volkswagon Complaint - Extremely poor quality and customer service - 2001 Jetta TDI
2001 Jetta TDI - Complaint
ERIE, PENNSYLVANIA -- I have owned VWs for 26 years. I always had great luck, and thoroughly enjoyed driving them. When I took a job that required a long commute, I decided to buy a diesel for the mileage and longevity of the engines. I had the dealer (New Motors, in Erie PA) perform the maintenance for the 1st 2 years, but still had to have the turbo replaced at 18K miles (warranty), and the MAF sensor replaced 3 times (twice under warranty). I then began having the maintenance performed at a local shop (dealer was 1.5 hours away) that only works on VWs (and has for 40 years). I also changed my own oil a few times (only using VW approved oil). At 97225 miles, he turbo failed again (10 year/100K mile warranty on this). I towed the car to the dealer (quite expensive$$$$) who informed me that there would be a $90 charge to use the diagnostic system. I said that I didn't think I should be charged for this if it fell under warranty. He disagreed. I called VW customer service, who sided with me.
Strangely enough, the dealer called me 2 hours later to inform me that I had to produce every receipt for every quart of oil and filter ever used, to show that proper maintenance was performed. I faxed him my maintenance log, showing all changes, who did them, the date and mileage performed. He said my records were inadequate, and my warranty was voided. I called VW of America (customer service) and they opened a case. I faxed them the log, along with receipts for everything ever done, with absolutely nothing missing. (The dealer had voided my warranty before he saw my receipts). VWOA called me back and said that the dealer denied my warranty, saying the receipts were not adequate. I called the dealer, who told me he DID NOT say that. He said the receipts were adequate, and that he only denied warranty until he saw receipts (this was VWOA lie #1). I called VWOA back and told them the dealer agreed with me. However, even though he was satisfied with them, he couldn't service my car because VWOA had voided the warranty in the database. They said they would re-investigate. They called me back to tell me that my receipts did not specify the proper motor oil (only 3 or 4 permissible oils for TDIs). When they gave me an example, by reading me one of my receipts from my mechanic, they were "embarrassed" to find that the receipts did indeed specify the brand, and it was one of the approved oils (VWOA lie #2). Again they said they would call me back. Next call, I was told that it was the area rep who had reviewed my records and found that I showed an oil change within 200 miles of the previous change, and that was suspicious, so they voided my warranty for that.
I asked for them to show me where that change was in any records, but they didn't know. I have reviewed my records (I have copies of anything ever sent to them), and have had several people (including a service manager for another car brand), and no one can see where this happened (because it didn't !!!!)(VWOA lie #3). The one who determined that was not allowed ANY customer contact, meaning I cannot talk to him, and he cannot talk to me. It seems that they were tired of being caught in lies, so they decided to blame someone I could not contact.
The only "good" thing about this is that I can proudly state that I have personally prevented 2 people from buying VWs (My Uncle actually had the money in his hand for a new Toureg, that he intended to purchase the same week I talked to him. He now owns a brand new Toyota Sequoia). Including aunts & uncles, my family has owned 14 VWs since 1976, including 3 currently. None of us will ever own a VW again. I will make sure everyone I know hears about my experience with VW.
I know I will cost them many times more than the $1K they cost me. From my searches on the internet, I know I am not alone (search for problems with VW engines, brakes, paint, turbos, electrical, transmissions, brake lights & switches, MAF sensors, airbags, etc).
I only wish my loyalty hadn't kept me from doing a better job of researching VW problems. I am partially to blame for my problems, because God knows, there was plenty of information showing their complete disregard for customers.
Strangely enough, the dealer called me 2 hours later to inform me that I had to produce every receipt for every quart of oil and filter ever used, to show that proper maintenance was performed. I faxed him my maintenance log, showing all changes, who did them, the date and mileage performed. He said my records were inadequate, and my warranty was voided. I called VW of America (customer service) and they opened a case. I faxed them the log, along with receipts for everything ever done, with absolutely nothing missing. (The dealer had voided my warranty before he saw my receipts). VWOA called me back and said that the dealer denied my warranty, saying the receipts were not adequate. I called the dealer, who told me he DID NOT say that. He said the receipts were adequate, and that he only denied warranty until he saw receipts (this was VWOA lie #1). I called VWOA back and told them the dealer agreed with me. However, even though he was satisfied with them, he couldn't service my car because VWOA had voided the warranty in the database. They said they would re-investigate. They called me back to tell me that my receipts did not specify the proper motor oil (only 3 or 4 permissible oils for TDIs). When they gave me an example, by reading me one of my receipts from my mechanic, they were "embarrassed" to find that the receipts did indeed specify the brand, and it was one of the approved oils (VWOA lie #2). Again they said they would call me back. Next call, I was told that it was the area rep who had reviewed my records and found that I showed an oil change within 200 miles of the previous change, and that was suspicious, so they voided my warranty for that.
I asked for them to show me where that change was in any records, but they didn't know. I have reviewed my records (I have copies of anything ever sent to them), and have had several people (including a service manager for another car brand), and no one can see where this happened (because it didn't !!!!)(VWOA lie #3). The one who determined that was not allowed ANY customer contact, meaning I cannot talk to him, and he cannot talk to me. It seems that they were tired of being caught in lies, so they decided to blame someone I could not contact.
The only "good" thing about this is that I can proudly state that I have personally prevented 2 people from buying VWs (My Uncle actually had the money in his hand for a new Toureg, that he intended to purchase the same week I talked to him. He now owns a brand new Toyota Sequoia). Including aunts & uncles, my family has owned 14 VWs since 1976, including 3 currently. None of us will ever own a VW again. I will make sure everyone I know hears about my experience with VW.
I know I will cost them many times more than the $1K they cost me. From my searches on the internet, I know I am not alone (search for problems with VW engines, brakes, paint, turbos, electrical, transmissions, brake lights & switches, MAF sensors, airbags, etc).
I only wish my loyalty hadn't kept me from doing a better job of researching VW problems. I am partially to blame for my problems, because God knows, there was plenty of information showing their complete disregard for customers.
Comments:
Posted by Anonymous on 2007-09-18:
How could you have owned a Volkswagen for 26 years and not be able to spell the name correctly?
Posted by old fart on 2007-09-18:
Heck Popcorn... I'm fairly sure that half the population in the US probably spell it the same way..big deal.The man has a legitimate gripe and I for one appreciate the heads up. I would vote this VERY helpful.
Posted by Anonymous on 2007-09-18:
Good information.
I voted this review 'Very Helpful'.
I voted this review 'Very Helpful'.
Posted by Anonymous on 2007-09-18:
My son also had engine problems with his then new 2003 Jetta. The oil would suddenly be non-existent. The VW dealer mechanic he went to in San Diego said that was normal, if you can believe that. He said some engines just burn oil. Right. When he traded it in, he had to disclose this problem, but was glad to be done with it. Several years before that I had a VW van with many unresolved problems--it was also new at the time. I ended up taking it to an independent mechanic, at my cost, and getting it repaired once and for all. The VW corp office did nothing to help me nor did they reimburse me--even though the van was still under warranty. They had plenty of excuses though. I never bought another one and warned my son--but he found out the hard way. They haven't changed their tune in over 15 years and I doubt if they ever will.
Posted by VAN6143 on 2007-12-28:
Sounds to me like you need to sue dealership and VOA, IF VEHICLE WAS STILL UNDER WARRANTY. I HAVE OWNED SEVERAL VW'S AND HAVE NOT HAD ANY PROBLEMS THANK GOODNESS. I HAVE ALSO OWNED SEVERAL TOYOTA TRUCKS WHICH WERE GREAT, BUT MY WIFE OWNED A CAMRY THAT WAS JUST A NIGHTMARE OIL SLUDGE PROBLEM WOUND UP IN LAWSUIT WHICH WE WON CAR WAS FIXED CAR WAS TRADED IN, SO IF YOU ARE STILL UNDER WARRANTY CONSIDER ALL OPTIONS.
Posted by VAN6143 on 2007-12-28:
Posted by tsloss on 2008-01-02:
Well Mr. Popcorn, you caught me!!! Mis-spelling one word in a 2 page post PROVES I could not have ever owned a VW!!!!!! You sound just jerky enough to work for them. Pleez hav a nise deigh!!
Posted by jktshff1 on 2008-01-02:
that's what ken p does...he's our spelling manager!
don't matter 'bout the rest of the stuff. LOL!
don't matter 'bout the rest of the stuff. LOL!
Posted by klobbersaurus685 on 2009-09-23:
I have an 03 Jetta TDI with a manual transmission, 115k miles and not a single problem. And I have a wonderful dealership. I agree with a lot of the people above, chase the dealership and cause problems for them
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