VIC BAILEY VOLKSWAGEN

Had our GTI serviced and shortly thereafter the car broke down and had to be towed back to the dealership. The service manager said it's probably got a blown engine and gave us information about a defect in many VW engines that he'd known about since 2012 when VW sent out a tech bulletin. The general manager, Hal, said it would be a $600 diagnostic to tell us what the problem was and the car wasn't really worth fixing since the repair might be $3500 to $8000. When we questioned $600 diagnostic, he said he'd waive it (we have a recording) and give us a price to repair the car. He then emailed a quote of just over $6000 to replace the engine, but we have the car back and it's not been torn down to check, so he's still guessing. If $8000 was the high end, why's a complete engine only $6000 and some change? VW told us they sent out some information that should have been passed on to us about a defect with the timing chain tensioner (google it) and the service manager has admitted we were never told about the problem and no repair was ever offered, but all the general manager has offered to do is to credit us the last service price towards a new car, which according to an email from VW is a standard offer to anyone. Basically, either through gross incompetence or negligence, they withheld information that would have kept our car running with a repair basic enough that kits are now sold on the internet to make the repair. The general manager and the service manager both said they wouldn't have just torn the car down to check the tensioner, but in realty that decision should be left to the customer. Also in 2016, they indeed did tear the car down to replace the timing chain cover and could have made the needed repair for a few additional dollars at that time, according to another local VW dealer. They also said the repair would have been $800 to $1000 had they offered it, but we have invoices from other dealers who are making the repair for less than $300, so not only can these guys not be trusted to give good honest service, they are also apparently very high. In 5 years, we spent $7000 at their establishment on service and repairs and while we are not complaining about that because we did approve every dollar of it, we don't think it's too much to have expected them to be honest with us about our car and reveal the known defect in the engine and give us a chance to repair it. After all, isn't that why dealers say we should bring our vehicles to them in the first place because they receive tech bulletins and such?

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I went to have a key cut and programmed for my Audi. They cut it but were not able to get it to program correctly so they didn't charge anything. That's really rare to find that kind of generosity.

The service with them was great. I have had my first 10,000 mile checkup and I have had two recall fixed. We bought a diesel and we get 46 miles to the gallon around town.

We drive past the VW/Audi dealership to have our children's cars worked on here. They're very courteous. They provide shuttle service while you're waiting for the work to be done. The waiting area is very comfortable and they provide refreshments while you're there. They go out of the way to make sure you know they value you as a customer. Tou and Hal are both wonderful to work with!