ComplaintsforClassic Volkswagen

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had my car towed into the dealership around Sept. 8, 2022 because the ignition would not turn. I was told they would not get to diagnose it until the 12th and they would call me. I did not receive a call so I called in and was told the technician would call me back. Not sure if it was the 12th or 13th when I called. The technician did not call me back so I called again the next day and when the technician got on the phone they had diagnosed that I need a new cylinder and ignition. I was told that the new ignition part came with two keys and the price was a little over $800. We discussed that the new keys would be programmed to the car. I was also told that the parts had to be ordered and it would take a few days to come and they would contact me when the repairs was made. I agreed to the price and the replacement of the parts. When I went to pick up the car they did not have the new keys they just returned the key that was in the original ignition when I had the car towed. The price that was quoted was to include two new keys but I did not receive those. I requested the keys but was told that no keys came with the repair. I told the person that took my payment that the technician told me that the part came with keys. The quote was not written it was verbal because the car had been towed and sitting on their lot for about a week. I paid but I wrote on the receipt that I did not get the parts that I was quoted and paid for and they stated they would have someone follow up. The person did call but told me I was confused and did not hear the technician correctly. But I did because we discussed that the keys would be programmed. If you quote a price for parts and labor, you should receive the parts and labor quoted to you. If you don't receive what was quoted I feel the price should be adjusted.

  Business response

  10/14/2022

  Although I do not agree that we shorted her the keys due to the fact that keys would have  been asked to be  paid upfront per our policy, as well as Volkswagen requiring  additional documentation to actually order the keys.  However, in the spirit of moving forward, I am willing to order the 2 keys that ********** claims we did not provide to her.  Volkswagen requires a copy of a current registration and a matching valid Drivers License to order the keys.  Once I have that I can place the order.  Please let me know what the next steps are.

   

  Michael ** *****

  General Manager

  Classic Volkswagen

  ***** ********

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