ComplaintsforMurfreesboro Volkswagen

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service or might I say lack there of at Murfreesboro Volkswagen has been nothing but a nightmare from the beginning. I have been left astonished at their lack of respect for their customers and the way they handle customer service. I had new brakes placed and my rotors machined the end of May at their facility. I should have had rotors replaced but was unaware in the difference and not given an option. Around two months later I started experiencing the same problems that I was having before the brake job, shaking in the front end, when I was stopping especially coming off a hill. I called VW back and explained to them what I was experiencing. They had me bring in my Atlas 4 times after the fact to recheck with them saying they couldn't find anything. I also had an alignment done twice during this hoping that might take care of the problem as they stated it was out of alignment but the problem continued. The last time I brought it in right before the Thanksgiving holiday they kept my car all day from 8:00am until almost 6:00 pm without hearing from them. My husband and I drove to the dealership to see what the hold up was as no one had answered our calls and it was almost closing time. They stated they hadn't had a chance to look at it and they would like a certain individual to examine it and he was out today (never mind they could have called and stated that to us instead of making us drive there). They then put us in a new Atlas and explained that I would have it til possibly Wednesday of the next week, so five days for a brake check. I said okay nicely and went about my business. Wednesday came with no phone call and once again no one answered our calls. Finally on that Thursday we heard back stating that it was in fact my brakes but that I had went ***** miles over the warranty on them and now they would not cover them. I then didn't get an estimate back until the following Tuesday so I was in the rental for over a week for a brake check. I was shocked and outraged that they had kept my car that long to tell me that it was in fact the brakes and that now I'm out of warranty since it took them 5 appointments to diagnosis it. I asked to speak to **** who seems to run the show, but of course no call ever came through. I've always done my service with them such as oil changes and things needed for my Atlas but needless to say I will never be back. I wouldn't trust them to put air in my tire at this point. I love my Atlas, but I hate that now I have to find a different service department that will be miles away just to have my car serviced. It's a shame that customer service has come to this point.

  Business response

  12/06/2022

  The General Manager connected ************************* and made arrangements for her to come in Saturday 12/3/22 to resolve the issue. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩