I brought my Jetta into VW
Name: Joseph M. Criscuolo
State Purchased: Connecticut
Model Year: 2004
Purchase/Lease Date: January 2004
Story:
I brought my Jetta into VW service at New Country VW of Greenwich, CT, for them to diagnose my leaky sunroof in January 2005. The service agents were unable to reproduce the leak and asked me to return when it was actually happening. In April 2005 after a rainy week, the car started to leak and I immediately drove the car to VW. Service acknowledged the leak and scheduled a time for drop off.
After dropping off the car, they claimed to have cleaned out some blocked/pinched drain hoses. They told me the car was ready for pickup and when I personally inspected the car I discovered a pool of water in the driver-side footwell. I then told service I wanted the carpeting replaced. They refused, telling me that it was VW policy to clean the damage first. I protested, but agreed to the cleaning process.
At NO point during this was I offered a loaner or was I directly contacted by VW service. I initiated 98% of the calls. The car was at VW for about a week by this point.
Week 2, the service advisor told me that the mildew smell was persistent and the carpet needed to be replaced. The carpet was delayed and the car stayed for a second week. By week 3 I called service and they told me the car was ready. When I arrived, they said I couldn’t take the car because paperwork hadn’t been completed and I’d have to wait until the next day. I then asked to see that the work had in fact been done. They escorted me to the vehicle, and it was obvious the carpet had NOT been replaced. I asked to see the old carpet as proof that the carpet was replaced, and they told me they couldn’t show me as it was locked up in storage. I then requested they have the carpet for my inspection the next day and they documented that request.
Next day I went to pick up the car and was told by the service manager that the carpet had NEVER been replaced and it was arriving that day and scheduled to be replaced. I immediately contacted the GM and VWoA and documented the service nightmare. New Country then told me to pick up the car in two days. I went to finally pick up the car, and after ANOTHER personal inspection discovered they had not replaced some of the damaged seat rail covers with new covers. They simply had “placed,” not fastened, the old ones back hoping I wouldn’t notice it. I was shocked! How could this be happening by week 3?!? I took the car under protest and immediately contacted the GM again and VWoA.
The following weekend was another rainy New England and the leak returned!!! This time the leak expanded into the sunroof switch/light switch console! They now have to replace the roof liner and control console. By the time I’m done, nothing will be factory inside that car!