Ourisman's Volkswagen of Laurel Complaint - Typical cheats - Service Department
LAUREL, MARYLAND -- About one year ago I had brought my car in for service and to see what problem the 'check engine light' meant. At that time, they said it was for the 'mass air flow sensor', but they were out of stock so I would have to come back later.
I had asked them to call me when one came in, but never heard from them. Someone mentioned to me about a warranty extension on that part, and they probably didn't want to waste their time on warranty work. I then called several times to see about getting this part, but was given the run-around.
After months later I got a call from a service rep, their records showed I was probably due for my next mileage related service. I said I was and that I would also like to get my 'mafs' taken care of. It was probably stupid of me to mention the warranty, because I never did get that service scheduled.
Finally I brought my car in for some engine noise and didn't mention anything about the warranty. After they diagnosed it and gave me the estimate, I asked about the extended warranty and was told "that's for the catalytic converter". OK, time to go to the source. I called VW customer care and was told that my vehicle was covered under that warranty.
I go to pick up the car and they tried to rush me over to the cashier (usually they go over the bill 1st). I asked what I was being charged for and told them that the 'mafs' was under warranty and I shouldn't be charged for it. They tried to tell me it wasn't, so I brought out the reference number the VW customer care agent gave me. At this point they half heartedly tried a couple of comments to dissuade me as they shuffled through some stacks of recall bulletins and such (The recall is only valid on cars from certain plants, the warranty is expired, ...).
Eventually they found the bulletin and checked to make sure there was no way they could get out of it ("Only if your's is a 2.0 liter engine" even though there were several other engine types I could see listed on the sheet). They were "nice enough" ("Oh, our techs usually tell us if there is a warranty") to take the $600 off my bill and send me on my way (without the free car-wash ticket they used to staple onto the invoice).