To Whom It May Concern:
I'm writing this complaint in response to my vehicle which is a 2001, Volkswagon Passat. Just recently (September 2, 2009), I brought my vehicle into Firestone's Car Care Service Center located West Roxbury, MA 02132 for minor repairs. I wanted my axle fixed and I was also interested in having a tune-up, if my car required the job. The mechanic provided me with a full vehicle inspection report, and had determined that my car did indeed needed an axle, tires (rear), tire rod, alignment and an "engine/ignition coil". The reason I have the term "engine/ignition coil" in quotations is because, aside from the fact I was already aware of the axle problem, the engine/ignition coil was determined to be the issue with my vehicle acceleration and not the tune-up I had suggested. More so, the term is crucial to my argument. The technician quoted me on the job and I decided for the next day to have the job completed.
I decided to have just the engine/ignition coil and the axle fixed. The technician/mechanic informed me that he would order the parts for tomorrow. I proceeded to drive off and not long before I pulled out of the service area, my car started smoking and then shut off. I immediately brought my car back to Firestone and demanded some answers. I was told the engine coil needed immediate attention. I thought that was strange since I had been driving my car fine all week. I drove my car into Firestone that morning, so how could I not drive it out? I was forced to have the work completed that day. I couldn't drive the car home anyway; it was inoperable. I was compelled to do something because I was starting a job in two days. The technician tried to fix my car (engine coil) just to get it running but then realized he underestimated the job. Or that he never really knew what was wrong with it to start and became frustrated with the level of work required to fix it.
By this time, my car is broken down to the point where it's not drivable! After 5, long strenuous hours, the Firestone auto-technician/management decided to tow my car to a Volkswagon dealer of my choice. I chose Audi of Brookline. The reason they decided to tow my vehicle, is because they had to. They couldn't properly diagnose (can't read the codes, is what they said) and never performed a full diagnostic on my vehicle to know what was wrong with it in the first place, so they needed Volkswagon/Audi to administer the testing.
The diagnostic report came back from Audi/Volkswagon on the current and past condition of my vehicle and the reason its inoperable. Their reports concluded a pre-existing condition plaguing my vehicle, and from what I've read on the consumer affairs website; I'm not the only owner of a Volkswagon Passat, same year and model with identical problems to date. I will provide evidence of this later on and will explain my position with Volkswagen Corp. of America. Firestone, from what I understand, should have never tried to fix my vehicle, especially not without a diagnostic. I wonder how Firestone was able to determine the engine coil/ignition coil to be the problem without the diagnostic. If Firestone would have properly diagnosed my car they would have known what Audi/Volkswagon discovered and would have never attempted to fix the engine coil/ignition coil. They clearly discovered a symptom of a bigger problem and because of their carelessness and lack of expertise; my car is destroyed. Attempting this job caused more damages to my vehicle that werent otherwise present. Experts in this field have informed me of the temperamental nature of Volkswagen vehicles and the cause and effect analogy of tampering with its engine coils. I believe this is the case here.
Regarding the diagnostic report, the current and passed condition of my vehicle, which is normally a healthy, safe, vehicle, is as follows: "Fuel delivery inspection at present time, ignition system check, and power provided to coils tech found no communication between engine control module (E.C.M.) and A.B.S. control module because A.B.S. control module was disconnected. Reconnect and access A.B.S. system and fault detected customer aware of the A.B.S. problem and warning has been on for a while. That is true, and not the reason for this letter.
Continued: Found E.C.M. fault for #3 ignition coil open circuit. Pin check wires on #3 ignition coil plug #3 post from connector to E.C.M. Found height resistance in wire, replaced #3 connector and re-tested OK. Also clean and replace terminal on top of valve cover for proper ground. Start engine and road test vehicle, found engine misfire on #1, #2, #3, #4 ignition coils". I originally brought my car into Firestone for an axle and they determined a need for 1, #3 ignition coil, and now my vehicle is in worse shape than when I brought it in for service. They are partly responsible and I have notified the BBB of their failure to provide an invoice or written estimate for service, the failure to honor a service estimate or agreement, an improper or inferior service, the services provide resulted in additional damage and an unreasonable or excessive delay in completing services.
In addition, I have only owned my vehicle, like I said, 14 months, and from the start this vehicle has had many problems. I purchased the vehicle in May/2008 and from after the first week, the car was having problems. The listing of repairs and the time line of events is as follows:
1. May 15, 2008: 1 week after purchase, exhaust flex pipe leaking - fixed under warranty, $100.00.
2. June 24, 2008: stereo system, bass failed, running on treble - replaced, $175.00
3. July 3, 2008: 2 months after purchase (not covered under warranty, but was told my car had new brakes), Heater Hose, front and rear brake service, $343.88.
4. August 15, 2008: 3 months after purchase, premium tune-up, and ignition coil removed and replaced $371.54.
5. October 12, 2008: ABS brake light appears on/off for two months. Stayed on!
6. December 4, 2008: Left and right directionals were off signal, or just did not work. Hazard lights stopped working. Lost all functions in power windows, doors and locks. Buzzing, crackling noises coming from the stereo system.
7. January/2009: I noticed upon entering through the rear door of my vehicle on the right side, a medium piece of the chrome strip/siding was jammed between the front and rear door of the car where the doors connect, resulting in a chipped piece of the siding. Basically, I have to open the front door before entering the rear door, so the hinges don't get caught and rip the siding completely off, which keeps happening every time I open the doors. Left side developed problem shortly after. Strips - $120.00 a piece. Labor - $100.00.
8. February/2009: immediate recall for underbody heat shield. Pollen air filter recall.
9. May/2009: update registration and vehicle inspection, passed inspection, was advised I needed a door latch to engage my power locks and windows - $500.00
10. June/2009: personal mechanic fixed: Tire rod, ball joint, wheel bearing, brakes (pads and rotor), axle informed of, but not fixed -$600.00
11. September/2009: car shakes, and has "no pick-up", drags....resulting in a diagnostic of over $4200 in repairs for E.C.M., catalytic converter, ignition coils (all 4 destroyed) and the vacuum leak/exhaust flex pipe (this is the same part that the dealer fixed under warranty).
As of today there have been 3 recalls that have gone into effect:
1. Safety recall campaign WK: Replace right rear wheelhouse lin, 2003
2. A-safety recall R5: install underbody heat shields, 2008
3. A-service Action Circular P9: Service Air Plenum Area to Imp, 2008
I believe I was sold a lemon.
