Volkswagen Springfield

I went for an oil and filter change. The previous time I had gone, the service center recommended changing the fuel filter. So on this occasion, I asked to have that changed as well. When I returned home, I smelled fuel very strongly. Next thing I know, the entire contents of diesel fuel are pouring out of my car. Not knowing exactly what was going on, I checked the dipstick. Black! Clearly the oil had not been changed. The car was towed. I had pictures of everything - fluid pouring out, paper towels black from the oil dipstick. I sent a certified letter, overnight mail to two senior managers at Volkswagen in Herndon.

The post office verified that they delivered the letters including photos by noon the next day. Nonetheless, I never heard from Volkswagen Corporate until many days later and then it was from a sort of staff assistant. I sent a picture and letter along to the service manager as well with the fellow who towed the car. When I heard from the service manager at Volkswagen Springfield, he said the fact that the system broke on the very thing they had just repaired, meaning the fuel filter, was a fluke. I sent another letter quoting this to corporate and this time I faxed it. They fixed the thing that was supposedly a fluke but never checked my complaint about the oil not being changed. By the way, I left the car there for nearly 2 weeks and they still never even took the time to investigate this part of the complaint.

When I went to pick up the car, I asked to speak to the manager. One of persons working at the desk told me the manager had resigned that day. It is very strange indeed. I took the car to a different place which confirmed that not only had the oil not been changed but the filter had not either. Absolutely black both! Despite everything, meaning overwhelming evidence I provided, Volkswagen was largely unapologetic. They fixed what they broke but would not acknowledge any fault. They never investigated the complaint about no oil change and simply gave me a $200 service credit. When the staff assistant person called me again to see if I was satisfied, I said absolutely not. Gosh and golly gee, she was surprised and didn't even know that I had not yet picked up my car.

If I had not taken the car to have the service to another place, the car would have quickly been destroyed. Now this same dealership is advertising on TV about free oil and filter change. I do not believe that the gasket on the fuel filter which they replaced just broke as a fluke and it is very clear that the service was not provided at all for the oil and filter change. The most distressing to me, however, was the indifference in following up completely on my complaint and acknowledging what had happened. The fact that I have just read the very same complaint in Consumer Affairs about claiming to change oil when they did not is even more alarming. I would be happy to talk with someone from Consumer Affairs to discuss further and to show the photos and filter.

They also told me that they are MECHANICS and do Not to dishonest things. HA what a joke, mechanics are known for being shady. The day I took the car back they did not even look at it, they just came back to me with a print out of what it would cost to repair the AC! $150-200. I told them I would not give them a dime and they needed to repair it. He said "sorry" and handed my keys back to me. A $10.00 oil change has turned out costing way more money and stress.

I sent my Volkswagen to the Springfield dealer for a diagnosis of MIL indicator light on October 22, 2009. After 3.5 hours and a fee of $422.30, they told me that a "Quality Vehicle Inspection" (including Dipstick/Dipstick tube) had been performed and my car had been fixed with everything in good condition. However, just a few days and only 60 miles later, the engine light went off and the dipstick showed no oil on it at all.

I called the Springfield dealer and sent them a written complaint on October 30, 2009 to ask them to explain why the engine light went off and the engine oil was totally dried out just a few days after I sent my car to their dealership for a complete inspection. They never respond to my inquiry.

They charged customer hundreds of dollors on the so-called "Quality Inspection" service. In stead of providing a decent service, their gross misconduct on the essential part of vehicle could potentially cause damage to the engine and safety of the driving customer. Further, the dealership management's neglect of cusotmer's complaint has demonstrated their severe lacking of principles and customer service as oppose to the true values of Volkswagen brand. I will not return to this dealship nor recommend this dealship to any Volkswagen customers.