Volkswagen Complaint - Terrible Customer Service
I own a 2002 Volkswagen Jetta which I purchased in 2004 with only 6000 miles on it. I have all maintenance records of every service ever done on the car including every oil change done by a Volkswagen dealer at every 2000 miles. Mind you, I understand that my car is now 9 years old, but it only has 44,357 miles on it. I take exquisite care of my car. In exactly one year I have put over $6000 into this car. At 30,000 miles, the transmission went. Yes....30,000 miles! I had it towed to a Volkswagen dealer and they rebuilt my transmission for the cost of $4100. Two months later, the ignition coil went which again was replaced by a Volkswagen dealer who told me that the spark plugs, spark plug wires and O2 sensors would need to be replaced also, which they did. Not two weeks later, the catalytic converter went.
One month later, the alternator went. Any person reading this would probably think it's the dealer you're taking your car to.....but one problem. I moved three times last year due to my husband being active duty military. Three different Volkswagen dealers performing the work at three different locations across the US. I am not an unreasonable person, but to me this is excessive. I called the corporate headquarters of Volkswagen and explained to them my situation. They told me that they could not help me because the work was not done by licensed Volkswagen dealers. I calmly explained that I have every documentation possible regarding the work that was done by licensed Volkswagen dealers.
They were able to pull my VIN up and see that I was not lying. They then explained to me that they could not help me because when I purchased my vehicle in 2004 I paid to have an extended 5 year warranty, but because I purchased it on December 31, 2009 and my transmission went on January 3, 2010....the 5 year warranty was up. They told me that had it happened January 1 they would have covered the labor portion of the bill. What??? Are you kidding me??? Now here we are one year later and my engine needs to be replaced. I again called Volkswagen headquarters went through everything with them and the woman told me and I quote, "ma'am I understand you're frustrated but you need to understand that your car is 9 years old and it doesn't matter the amount of miles on it, it's how old the car is. It could have only 10,000 miles on it and still have all these problems". Huh?? "All I can offer you is $1000 off your next purchase of a Volkswagen". Umm....yeah....there will never be another purchase of a Volkswagen by me.
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