Volkswagen Toureg

The battery died in my 2005 Toureg. I had the car towed on Thursday, Nov. 10th, to Southtown Volkswagen. I called to verify that the car was received and it was. I was also told that it would not be looked at until the following day. So on Friday, I called and they still hadn't looked at it. Then later in the afternoon, they determined that some compass something or other in the roof was staying on and draining the battery. I was told I would need to replace the battery at $350 plus $99 labor charge. I said okay.

Then, they said they would check to see if the malfunction compass something or other was covered under my warranty. Of course, it wasn't. I was quoted around $500 for the repair on this. They claimed they ordered the part. However, today Nov 14, 2011, they still haven't got the part. Now I am out probably close to $1200 (parts and labor and other ** I am certain they are trying to claim), not to mention the extra money I paid to purchase a warranty. What a waste of money that is. I like the car. It's too bad the company cares so little for their customers. It's a good way to go out of business I think.

Originally, we bought our Volkswagen Touareg in Canada. It is a 10 cylinder diesel SUV with twin turbo chargers on it (one on each side). Within the first few months, we began to have some oil leaking into the air inter-cooler from one of the turbos which was diagnosed by VW but they stated that they had contacted the factory and this was not unusual and no repair was necessary. 'No problem, we'll just monitor it'. The only authorized fix at the time from VW headquarters was to clean out the oil and re-insert the sensor into the inter-cooler. This same service was performed at every oil change several times before one of the turbo units shut down again.

When my turbo began to fail sporadically, I went in to a VW service center (still under warranty) and they put me off again saying they were unable to find the problem. I was in transit to Florida at the time so I finished another 20 hrs. of my trip with a car that could barely climb the hills on the highway and certainly I could not pass anyone, but that was less of a problem as I could barely maintain highway speeds anyway! Upon arriving in Florida at about 52,000 I took the car to a VW service center and had to pay $600.00 to put back on a 5 cent rod retainer clip associated with the turbo and also clean the sensors again in the interc-ooler which temporarily solved the problem. Some time later on, the same turbo failed again. I went in to a VW service center in the area and asked them to please check the 'clips' on the turbo chargers that had failed before and also clean the sensors.

They came back having done a computer diagnosis of the car and stated that I had to replace the "engine control module". We delayed that fix because the turbo had been sporadic and sometimes came back on its own. We were leaving on a long road trip with the car and we hoped that the problem would self correct. Early during the trip we realized that the turbo wasn't coming back and the car was a real dog on the road so we called VW Customer Care while driving and asked them to help us arrange the fix up in Canada.

We asked VW Customer Care to contact the Florida service centre that diagnosed the problem and determine what repair part was needed and then arrange that the part be shipped to Winnipeg when we arrived for a stop over there. Customer care seemed anxious to help us and they later called back to say the part that was needed would be in Winnipeg when we got there. Upon arriving in Winnipeg we went to the VW service center and again (as we always did with the service centers before) asked them to first check the "clip" again and clean the sensors still believing that this may be the problem and would save us a lot of money for the new part. They must have installed the new part arranged by VW Customer Care without doing this.

When we went to drive away the car still didn't have turbo. We took it back and again asked them if they had checked the 'clip' and cleaned the sensors. The mechanic stated that he had not checked these. So then he checked the clips and found that one was off. When we drove away the turbo still didn't work after spending almost $4,000 for the new engine control module and the labor to replace the clip! We didn't have any more time to wait for the car to be fixed as we were on our way to a wedding in Alberta. We drove the rest of our 10,000 mile trip with no turbo. When we arrived back in Florida, we took the car in again to VW.

We told them what had happened. They diagnosed that the part put in, in Canada was "not compatible with the other control module" on the other side of the engine (ie. Not compatible with this car! ) and that they would have to order a different module that was compatible. Luckily, I had kept the original control module. They installed it and finally the turbo worked again! Neither the VW Service Center in Winnipeg that installed the incorrect module nor the VW Service Center in Florida that changed it back to the old one nor VW Customer Care folks that arranged for an incompatible module to be shipped to Winnipeg would give us any credit for the wrong control module ($1,500). VW Customer Care told me that it was between me and the dealers and both dealers said that it was not their fault and to get in touch with Customer Care!

I was getting the run around, but one thing I knew for sure I had not done anything wrong and VW was screwing me! During the final fix in Florida I witnessed the mechanic drive the car into the parking lot and rev up the engine to high RPMs for several minutes in order to heat up the engine and particularly the exhaust system to burn off (pyrolize) the leaking oil (from the turbocharger that always had leaked oil from new) from the exhaust temperature sensors downstream of the turbocharger. He then immediately drove the car into the garage again and turned the engine off without cooling it down. As it turned out, this fried the alternator which on this car is under the intake manifold right up against the engine which was really hot from his parking lot burn off! It turns out the alternator is water cooled because it is located in such a hot spot and it was always the recommended procedure to cool down the engine before turning it off especially after running it at such high RPMs.

The mechanics should have known this! He finished the servicing and returned the car to me now commenting that suddenly the alternator light was flashing but he thought that it might go away. This light was not flashing when we came into the dealer or when he diagnosed that the car had the wrong control module! As I went to drive home that day, the alternator of course failed. I returned to the garage just as the battery went dead. There had never been any problems with the alternator before and I had never seen the alternator warning light go on before.

I barely crept back to the dealer with the failing alternator. They said that I would now need to replace the alternator (at my cost, of course) and that it was odd that it just happened to fail as I drove away from their garage. Because they felt bad for us (I assume) they said there was a free service VW 'recall' for the glow plugs on our car which would require that the intake manifold be removed anyway and that would save almost all on the labor for the alternator replacement. So we reluctantly agreed to that fix.When we went to pick up the car they told us 'Sorry, the recall has been rescinded and you must pay the full amount for the alternator and the labor to install it' and the glow plug fix would have to wait until VW reinstated the glow plug recall.

When I called the 'Customer Care hotline' after getting home that day, the 'recall' was still being advertised stating something like "bring your car in for this free service. " I called VW Customer Care again now to complain that the recall was still being advertised even though the service was being denied. Customer Care didn't care! A week later the 'recall' in question was still being advertised on the 'Customer Care' hotline. I gave up checking that and I have no idea whether they ever corrected their hotline message. It may still be being advertised!

As we had been talking to 'VW customer care' long before this about the refund for the wrongly diagnosed control module they seemed to want to help. But when push came to shove they said sorry we can't help you now, you're out of warranty!! Don't call us again! We then wrote a letter to the president of VW America, Mr. Jacoby and an assistant wrote us back saying sorry we won't help you, as all warranty repairs must be approved and authorized by VW headquarters. We feel that they delayed work that should have been done early under the warranty again and again.

Several of their Service Centers wrongly diagnosed the turbo charger problem and we had to pay for each of those wrong diagnosis. VW Customer Care was responsible for sending the wrong part to be put on our car which further added to the problem. As we understood later the part that had been delivered to Winnipeg was not even listed on the original diagnosis and Customer Care must have had to do more research to get the part # (incompatible one! ) and send the part that they did.

None of the dealers nor VW America would stand behind their incorrect diagnosis of the engine control module, wouldn't take back the wrongly diagnosed part, denied repairs that were currently being advertised as "recall" on their hotline, and our alternator was ruined either knowingly on purpose or ignorantly (trained techs should have known better). All in all, we spent $14,000.00 on repairs in 6 months to get the car back on the road again. We feel really abused by all of VW. This ruined our 10,000 mile trip and lost costs were associated at about $2,500.

My 2004 Volkswagen Touareg was diagnosed with engine failure in November 2009, after several miscodes. After the dealership had my car for 3 weeks, I then received a recall notice for ignition coil failure. I want to know if any other owners of 2004 Touaregs experienced engine failure associated with ignition coil failure. The replacement engine costs $10,000

Also expressed concern when we took the car in that there is hesitation when the car is put into reverse. The vehicle shakes and acts as if it doesnt want to go. When car picked up, rep in Service Dept, told me that the car needed to warm up for 2 minutes, prior to placing car in reverse. Seriously?

7/7/09-8/3/09 Engine Malfunction light comes on again. Extreme hassle contacting dealership, and trying to make appt. Again, trouble with reverse hesitation. To date, these are the items that have been worked on, with no resolution to the overall problem:
- Replaced gas cap seal
- Replaced throttle body
- Contacted specialist from Ohio
- Spark plugs replaced
- Ignition worked on
- ECM (computer system) replacement part on order, trouble finding one in stock

- Currently no work being completed, until another specialist from Atlanta arrives later this week

8/4/09 Contacted BBB, and are considering contacting lawyer. Vehicle has been at dealership for 28 days and counting. Working with Nell, Regional Case Manager, and are not being provided any action or resolution. Told there is no specified amount of time that we will have to wait to get the vehicle back, fixed properly.

8/5/09- ECM arrives at VW. VW telling us replacement ECM that was sent is defective. Ordering yet another ECM, should be in stock soon. Quality Technical Manager (QTM) from Atlanta on hold until the next ECM shows up. 8/7/09 QTM arrived at VM on 8/6, and repairs are being worked on.

8/12/09 Vehicle still at dealership. We are told another ECM put in yesterday. Also tech from Atlanta supposedly came in; we're given no info on what he said. Ignition coils and lines supposedly replaced. VW states vehicle is much better now but still having some trouble. We drive by and test vehicle ourselves. Now idles worse at startup while in park than when we originally brought it in. Still shakes. Did not even have a problem with idling roughly in park originally. At this point, vehicle is worse than when we originally brought it in.

8/13/09 Told today by Service Manager at dealership that online diagnostic test being done with VW dialed into it. Awaiting word on results this afternoon. They are not sure what the problem is with the vehicle at this point. Vehicle been at VW dealership for 36 days now. Tech from Atlanta that they mentioned has already left when they stated to us last week that he would not leave until car was fixed.

8/14/09 QTM states that everything has been resolved. They want to keep vehicle at the dealership to experience a cold start on Monday. Spoke with Service Manager, and made appt for all parties to cold start vehicle together on Monday, 8/17 at 9:30 am. Left a message for Dealership Owner of where warranty work is taking place. Told he would not be back in town to return my call until Wed, 8/18.

8/17/09 Arrived at Hallmark VW for 9:30 appt. Had to wait until 10:30 for them to get ready for us. We drive our vehicle with Service Manager and then drove another 2009 Touareg on lot to see if it had the same issues, and all agrees that it did not. Our vehicle severly jerks and hesitates in reverse unless you lay on the gas pedal.

The other new Touareg had no issue in reverse. All parties drove vehicle being repaired. Put vehicle on hill, placed in reverse, and vehicle still has original problem shakes/hesitates as you push gas pedal when vehicle in reverse. All parties called Katie Fox ( VW Corp ) together, and Service Manager told Katie that this is not the issue that the QTM worked on; it has never been addressed.

8/21/09 K. Fox called. Said the car is fixed, and ready to be picked up. I picked up vehicle, drove home. My wife and I drive out of garage, as would normally occur each morning. Vehicle experienced same problem. I took vehicle back to VW. Met with Dealership Owner, and had him ride in the vehicle to experience problem. He admits theres a problem, says he would contact VM Corp on our behalf.

8/25/09 K. Fox called to tell us that she has partnered with QTM and Operations Manager, and that the reason for vehicle being brought in hesitation with placed in reverseis not an item to be fixed, it is simply a characteristic of the 2008 VW Touareg. There is no other help that VW can provide. If I need to seek outside help, then that is suggested. Car has officially been in for warranty work for 48 days now.

Overall, we are frustrated that VW has failed to take action, and that there is no accountability to there being a supposed certified vehicle that was sold. We have been treated rudely throughout the entire process, and made to feel like we are not valued customers. There have not been any provisions made, nor are any being offered. We have made two monthly payments now, for a vehicle that is not in our possession, or in correct operating condition. We believe that VW knows that the vehicle is below standard (and we are quickly learning that the standard is low), and should re-buy the vehicle back.

So now, after 50 days their solution is to just deny the problem even existed to begin with! This is beyond unprofessional. They refuse to do anymore work on the vehicle, we refuse to pick it up until its fixed. We still have their loaner and are refusing to return it. We've contacted numerous lawyers, yet to get anywhere with them or even a callback from most. Also contacted BBB Auto Line, their involvement still in early stages. Theyve said we may be over their maximum mileage for involvement ( 25,000 ).

So our local dealership, the dealership we bought the car from in GA, and VW Corp refuse to stand behind their product.

on January 16th I took my carin for a simple oil change to an authorized mechanic. After it was done on the way home drove about a half a mile the light went on to tell me to shut engine off and check oil and the engine started making noise. I turned around and went back to the mechanic. when I got back I told him what happened he checked the oil in the car and the dip stick read full. He then took the oil filter off and said the oil pump wasn't pumping oil up to the engine something is wrong and didn't no what it was. So he called the volkswagen dealer and they said to bring the 2004 Touareg on a flat bed truck so he did that night. couple days goes by the dealer calls from compass motors located at Middletown ny Which is were I purchased the car new in 2004.

weeks went by and then I get a call and they said they found a piece of metal stuck in the oil pump. I asked were it came from they said from the engine and must be a manufacturer defect. I had told them the car is still under warranty and they agreed with me and will call customer care at volkswagen of America. well a couple more weeks go by and customer care comes back and says they are not honoring the warranty and take it up with auto repair. So I told ray and he called his insurance co. and told them the story and they would send someone down there and look at the car. Now at this point I'm still with[out] a car.

Another week goes by and the insurance co comes backand says that their investigation revealed that Ray is not responsiblefor damages and go back to the manufacturer. I proceeded to call customer care back and spoke to the regional manager A. Edwards. SHE was very arrogant and said her position stands. In the mean time I had to give the dealer the ok to go ahead a fix the car because I needed a car over a month has passed. I should not be the one paying for this the damages are as follows.

engine repair cost is $9800.00 est. from dealer. not to mention inconvenience and stress to me and my family. This is how they walk away from there customers. I should not be the one responsible for this this is outrageous.

For months before the incident, I noticed that the driver's seat would get very hot under my upper thigh when the seat warmer was on. As my husband and I were driving our children to school last week, we noticed a burning odor and couldn't determine where it was coming from. (It was a very cold morning and luckily I had a few layers on.)

When I got out of the car, I noticed that the driver's seat warmer had BURNED A HOLE through the leather! After speaking with the regional manager for Volkswagon, he informed me that they would have to determine the cause and see whether or not it was covered under warranty. How could it not be?! Unfortunately this is just one more incident in a long line of issues we've had with this product. It's a shame...

I enjoy driving the car and it's design, but the lack of customer service and VW's indifference to their customers is a huge disappointment. I will rid myself of this vehicle as soon as possible and will never again purchase another of their products.

My 2004 Volkswagen Toaureg has a severe accleration problem after braking. I have taken it the dealer numerous times and been told nothing is wrong with it that Volkswagen builds a 1 to 5 second delay into all their models.

I know this is wrong because I have talked with several VW owners who do not experience this problem.

There is a web site concerning this problem so I know I'm not the only having this problem. VW is unwilling to do anything to alleviate the problem so guess I will just keep driving it until I'm involved in an accident because of it. I hope nobody else has to get hurt because of the malfunction.

VW refuse to fix two defects at their cost even though the car is not even 1 year old 'Toureg'. This is a luxury car, not a yugo