Gensinger VW

I am by no means one to take time out of my day to complain about an experience when doing business with a company, but I had such a terrible experience that I want to post a complaint in as many places as possible to warn people of Gensinger VW. The parking brake wouldn't come off on a 2 year old VW. Long story short, I had to have the car towed to the closest VW location (Gensinger). At the same time I needed a loaner while the car was in the shop. The first thing they did, which makes no sense, is take your credit card in order to charge a $500 deductible in the event the loaner was damaged. They also needed the card in order to charge $5 a day for the loaner.

I have never heard of a reputable car company requiring a customer that owns a vehicle under factory warranty to pay for a loaner. The parking brake is directly next to the cup holder and they said that it shorted due to something spilling on the parking brake button. Because it was caused by a spill they said it wasn't covered under warranty and required $240 to replace a switch. They then required us to pay for the loaner (since it wasn't covered under warranty) costing $65 a day. When I brought the loaner back the day it was fixed and found out all of this at the dealership, they went on to say that I needed to fill up the loaner with gas.

If I didn't do it on my own, they were going to charge another $6 per gallon to fill it up. Long story short it cost a car under warranty roughly 500 bucks to replace a switch that likely took 15 minutes to do. This doesn't mention that they were the most ridiculously rude, uneducated, just generally trashy workers. To the point where one individual point in my wife's face and yells at her when she originally had the car towed to the dealership and needed a rental. All in all, the worst experience I have had with any company in my life, which says it all.

I brought the car in for emmissions repair after it failed inspection. I was told the car was covered by a Federal Emissions law of 8yrs/80000 miles. The dealer has been unable to solve the problem after installing several new components and telling me they are not part of the emissions system and I am responsible to pay so far at least $1500. After the installation of these new parts the car is still not giving correct emissions readings. Now they are pointing the finger at the previous repair shop AAmco of Lyndhurst who replaced the head gasket due to oil which was getting into the antifreeze.

The first technician John who took the car in called me one time to advise about the first part that cost $575. After that I no longer heard from him. When I called back after a couple of weeks to find out status a new tech Dave stepped in and assured me he would handle this correctly moving forward. Although he has been fairly communicative he is the one who told me about the Emissions warranty and said the car would be covered.

Then he called to tell me I needed a vaccuum pump for $1000 that was not covered under the warranty. Later, he called back to inform me that repair did not fix the problem and this is where the finger pointing began. Gensinger is saying that AAmco must have done something incorrectly and now they have to take the engine apart to make sure everything was done correctly. They have had my car for 6 weeks.

So far my bill is upwards of $1500 for a repair that is supposed to be covered under warranty.

I own a 2002 Passat GLX wagon.

1) Rotors warped at 15k, Service Manager said he would replace no charge, he actually cut the rotors instead.

2) 38k CV worn out drivers side, passenger cv boot replaced.$650.00

3)Was informed about the gas tank filler nozzle recall repaired NC

3)Continued with 5k oil changes did the 40k and 60k recommended maintenance.

4) 68k driver seat stops operating smoke noxious fumes while wife was driving with kids in the car. Bring to the Gensinger on that Monday afternoon.

Bob Gross called the next day and said it is not the seat motor, it is the entire wiring harness. It is burn like there was a fire. It burned the airbag modulator in the safety restraint system from the doors to the engine compartment. Bob suggested I call Volkswagen of America? VoA to see if they will do anything to offset the cost because he believed the cost was going to be expensive to replace all the parts.

I called VoA?. Spoke to a low level customer service rep. They were pleasant at first, but then when they only offered to pay for 10% of repairs and wouldn't give a loaner while repairs being made I was infuriated.

After reaching a senior person at VoA, Michigan. Mike gave no suggestion as to helping out and said VoA will not reimburse for a loaner nor will they pay for all or a portion of the repair. Bob Gross the Gensinger Service Manager suggested I try my insurance company since it was a fire.

I did and it was covered. Repairs began, but it took just over 3 months for them to complete due to them having to custom make the wiring harness and order it from Germany!! They also needed to schedule a top technician in to do the repairs.

Job completed, but when I finally got the car back there were and still are a number of issues.

1)Passenger rear door armrest is torn, never repaired.

2)a/c line had a gash in I repaired at a cost of $250.00.

3) Rear ashtray wouldn't stay closed dealer took from another car to replace.??? Figure that one out?

4) Rear bent rim. Car shakes at 40mph and above cost ot repair 170.00 for rim

5) Hesitation when driving at a low speed. The Service Manager claims there nothing wrong with the car???

Aside from the frustration of having to wait for the car to be repaired, i am always worried the car is going to catch on fire again except this time with dire consequences. Luckily when my wife used the car that day she was already in our driveway and was able to get herself and the kids out of the smoke filled car. i get nervous every time my wife goes out with the children.

My 2003 Beatle was towed into this dealer for problems with the water pump and transmission, all under warrenty. The car has been sitting there for 3 days and nothing has been done. The reason the technician that had initially started on your car is out sick!!?!?! So if this technician is out for weeks I guess I will not get my car back!

The inconvenience is an issue particularly when you need your vehicle for work, family etc. But the inconsiderate approach is shocking!