Business ProfileforLokey Volkswagen

1. On the morning of 09/18/2023, after a very rainy weekend I noticed that the front driver and passenger rear side foot well carpets of my Volkswagen Tiguan were very wet. 2. I called Lokey Volkswagen in Clearwater, **, a dealership I had been taking my car to since February 2023 and booked an appointment for 10 am on 09/19/23.3. Upon arrival at the dealership, the service advisor, ***************************** advised me upfront that I would have to pay a $149.99 diagnostic fee for them to identify the issue, of which I agreed. 4. As there were many customers waiting, and I live across the street, ************************ offered for their shuttle to take me home, and I agreed.5. While at home, and roughly 45 minutes later, ************************ called me on my cell phone and informed me that the sunroof tube on the left-side had shrunk and was not long enough to fit into the body grommet and that this was the reason why water had leaked into the vehicle. 6. ************************ suggested that both the left, and right rear sunroof drain tubes be replaced and quoted me $989.00. 7. I told ************************ that this was a very big expense for me and that I could not afford such an expense. 8. He then suggested that they could do it for $750.00. 9. My answer was that this was still too much for me and he said he would call me back.10. About 15 minutes later, ************************ called to tell me that only the left hose had shrunk out of the grommet, and they could replace it for $470.00 11. He also stated that in the near future, the right one would need to be replaced at an additional cost no doubt of $470.00 12. My answer was that this was still too much for me and hung up.13. At this point, I checked my invoices from past repairs and remembered that the left sunroof drain hose had been replaced in February 2022 which had me questioning how this could have shrunk.14. I called ************************ back and told him that I would like to pick up my vehicle and agreed at this point to pay the $149.00 diagnostic fee. 15. I also asked him to prepare a detailed estimate of the labor and parts for the repairs.16. After being picked up by the Lokey shuttle and arriving back at the dealership, ************************ told me that my car was being put back together by the technician and would be ready in 15 minutes. 17. When 15 minutes had passed, ************************ took me into the workshop where parts of the trunk of my car were still disassembled and he showed me the hoses on both sides. 18. I could see on the left side; the hose was loose and the one on the right side was not (see photos). 19. Mr. ********** explained that the overhead liner would have to come off, with parts of the sunroof in order to replace the hoses and that being the reason why the labor costs were so high.20. I thanked him for showing me the details and asked him to please put my car back together, and told him that I would need to think about it and would follow up at a later time for the repairs.21. I went back into the lounge and waited.22. 10 minutes later, ************************ told me that his technician **************** wanted to speak with me. 23. I agreed and he directed me once again back into the shop where my car was still disassembled. 24. **************** was eating his lunch and had a mouth full of food. 25. ************************ did all the talking and suggested I pay the $149.99 diagnostic fee + $20.01, for a total cost of $170.00 to replace the hose. 26. I asked, why so cheap? given what you have already quoted?27. And *********************** replied, because you are a good customer, we feel bad for you and want to help you out. 28. I asked, please put my car back together so I can leave. 29. My ********** seemed extremely annoyed and on the way back to the lounge, he said I am tired of dealing with this s*** out loud, in the presence of customers and his colleagues. 30. At this point I was in shock, and feeling very uncomfortable.31. After paying for the diagnostic fee, I asked ************************ for the detailed quote I had requested earlier.32. At this point, the annoyance of *********************** was obvious, as he handed me the quote for the work they recommended this quote was for replacing both tubes for and for the amount of $989.00.33. I asked him how the cost for repairs went from $989 to $750 to $470 to $170 and then back-up to the $989.00?34. He replied, you did not want to accept our offer, have a nice day.35. I am amazed that the organization can have such discretionary pricing and proceed to continually readjust their numbers in order to harass and pressure their customers into having the work done on the spot 36. And then because I elected to leave, and not have the work done, *********************** increased the quote back up from $170.00 to $989.00 which begs many questions and question the true generosity of ***********************, and his salesman flattery about me being such A good ***********. I collected my vehicle and left the premises feeling that there is a bigger issue with this dealership and their pricing structure.38. The following day, I took my car to Gulfcoast European Automotive in Clearwater.39. The technician did an evaluation and it turned out, there was ONLY dirt in the front and rear sunroof drains the tubes were in position, and not shrunk as stated prior by ************************40. They cleaned them out and since, there have been no leakages. 41. Gulfcoast European Automotive confirmed the tubes had not shrunk and fit perfectly into the grommet.42. I am requesting from Lokey Volkswagen a refund of $149.99 to my **** card ending in **** on the premises that ************************ gave me erroneous repair costs and extremely elevated quotes that are questionable at best.43. I am baffled that *********************** or the Lokey Dealership find it an acceptable business practice, to quote their good customers such extreme numbers, from $989 down to $750, down to $470, and then down to $170 and then back-up again to $989.00 all from what an unsuspecting customer would think is representing a reputable brand such as Volkswagen. 44. Additionally., ************************ treated me rudely and with disrespect when I did not agree to his offer of $170, to have the work done. 45. This type of experience and his type of verbal harassment to secure the work is unacceptable.46. My bigger concern is with having experienced and witnessed first-hand such disrespectful and overzealous pricing, followed by an equally enthusiastic discount strategy, has me questioning, how many people in our community are being taken advantage of and, who are likely overpaying for unnecessary costs and repairs? 47. This clearly needs and warrants further investigation by Volkswagen and the Lokey Leadership Team into the questionable practices of the ****************** under ************************48. Please note that a complaint has also been documented with Volkswagen *** regarding this matter case # ********.