Complain about a product or service

Esserman International Volkswagen

Miami

Paul of Miami, FL October 21, 2009

I took my 2005 VW Passat TDI in for service at Esserman International VW in Miami FL for a vibration problem. They told me it was the motor mounts, I Told them I had them check and did not agree with them but if noted of my concern, do the repair. It did not fix the problem. The Service Manager told me, they would put on my original mounts and I could leave with no charge! Oh, but my mounts were leaking now! I believe they broke them, for I had them checked by another shop previously and was told they were ok. Then they suggested that I raise my car back to original ride height; I explained I lowered the car at 17k and over 3 years ago. And up till now it was fine, now at 66K miles.

I then ask if they would call VW and see if they would OK a repair that I had researched online which seemed to me to be a possible source of the vibration and is a candidate for a full out recall by VW. The repair was ok’d by VW and I was told my part was $1000 in labor and VW was supplying the parts. Both VW and Esserman never said anything about if it did not work I would be paying MORE FOR THE REPAIR!!! I went in to try to resolve this problem and was accused of being a liar, not keeping my word as a man!! All this from Albert L Service Manager and his rude Customer Advisor Joe B. When asked for the paperwork and totals, Albert showed me some documents and as I tried to calculate the figures I took a post it from the table and asked for a pen. Then seeing that Joe had a pen clipped on his shirt I went to reach for it, and was told “not to touch it” waiting for the service manager to say something or to give me a pen!! But, Nothing!! So I decided to leave, this was going nowhere. I reached for the paperwork and had it ripped from my hand and was told, “it was not mine to take!! Not offered any copies, I left.

Now what? Car held hostage 4wks going on 5wks what is a WV owner whom has taken his car to the EXPERTS for repair do? Vw Customer Care says my car is no longer in Warranty and they can’t make the dealer do anything! Esserman Service did not even want to repair my car from the beginning! Please help me out!!

Denise of Miami, FL March 7, 2003

I took my VW Jetta 2002 GLS to its usual 20,000 mile service and the service department performed what was necessary at that time. Approximately, 3 weeks later, I notice the engine knocking inside. When I pulled the oil's dipstick, I came to realize that the engine's oil was less than 1/4. My boyfriend went to purchase 2 1/4 of oil and filled the engines' oil pan. Since this re-fill, a week has passed and the oil consumption as the "service dealer" refers to it, has burned at such a rate that it is truly ridiculous and unexplainable.

I took my vehicle into the service dealer to have it inspected for an "oil leak" problem. Oh, and by the way, the engine light indicator never came on to indicate it was low and needed to be added. When I reported this to the service manager, he called his mechanic to inform me that the indicator would not come on unless it was less than 1/4 tank of oil left in the engine. My boyfriend went with me to the service dealer and spoke to them and indicated that this was unheard of in a new vehicle or any vehicle for that matter - all the service manager said was they had done what they could for my car. As I see it now, they have overhauled my engine and have devalued my brand new car. I don't want to keep it any longer and would like for them to allow it for a repurchase.

I have filed several complaints with VW of America and have not received, but 1 call back as a follow up. When I returned their call, I was told that I could not speak to a supervisor and that my case # had been transferred to a different department. I find my whole experience with VW entirely negligent on their part and would like to see what my best option is in this case.

Jacob of Miami, FL July 1, 2002

I know you have had many comlaints about the "falling windows" on Volkswagen Jettas, so I will not rehash what is already known. My problem is unique because I feel I was fraudulently deceived. The first time my window fell into the door, I took it to the dealership for repair. I dropped the car off in the morning, and they told me they could fix the problem by the ned of day. I also gave them an additional list of problems that I needed fixed. The door locks rattled, the speakers were blown (and I only listen to talk radio at low volumes), etc...

When I arrived at the dealership that evening, my service representative had already left for the day. The manager on duty asked for my last name to go find my vehicle. However, he could not find me in the records. The service rep had never placed my incident in the computer. When they finally found my car, my window was fixed, but nothing else on my list was taken care of. It appears that the delership purposefuly did not write up an incident for my repairs so that it would not show up in my maintenance history.

I thought nothing of it at the time. But now my window has fallen again, and they tell me that I must pay for repair b/c my car is over warranty. However, the window should be under a new warranty that would be effective since the first incident. But of course since there is no documented record of my first incident, I am left with the burden of proof and a huge bill.

The aggrivation is compounded by the fact that every single Jetta owner I have ever met, has had their windows fall. so if this is such a prevalent issue then why is the part not recalled as opposed to letting the consumers pay for repairs. Any information would be appreciated.

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