Volkswagen Fiasco, November, 2010

This VW fiasco began with an innocent business trip to our daughter's home near Manassas, VA. It was a pleasant fall day when we left (Nov. 11th), but soon turned icy cold (30's) and we discovered we had no heat. We arrived well after midnight, but had alerted our daughter of our dilemma. The following morning, before we arose, she and our son-in-law were already addressing the problem and took it to their car repair service.

I have since been in contact with the manager and he has written a testimonial on the status of the cooling system. He likened it to having no blades on a rotary motor (in fact, he said there were "nubs"). His words: "It was determined that no flow was being created due to impeller on water pump" which would not build up pressure. After replacement of the water pump system, it now has proper pressure/creating heat in the vehicle.

On return to Ohio, I discovered that the parts replaced, water pump and timing belt, had been replaced in JANUARY, as part of a general maintenance for the car's 100,000 mile check-up. I was shocked to say the least. I immediately contacted the dealer and he told me it was under warranty but, oh no HE couldn't help me. "Call Volkswagen reimbursement" I was told. I did so and they asked me to fax the invoices from January and November plus receipts, which I did.

The following day, I spoke with them on the phone and they informed me that they couldn't reimburse me due to it not being an authorized dealer replacing the faulty part. They came up with a number of defenses (ie. referenced in the maintenance manual; perhaps didn't need to be replaced; only the service manager's word for it; etc), all of which I considered hogwash.

I am writing this because: this company has a history with me and perhaps many others out there in cyberland. VW service does a lot of shrugging shoulders and making excuses, but the bottom line is: I have spent approximately $10,000 over a 4 year period for MAJOR repairs, no maintenance included in that figure. The most significant other expense was an oil pump, which was replaced and failed and it wasn't reimbursed either but I did go to an authorized dealer for replacement.

Take heed, America. We are better off without authorized Volkswagon service. The repair service in Va recommended that I not return to the dealer who replaced a part just because it was on a schedule. What is really important here is to purchase automobiles that don't have a lot of 'very fine print' which in turn discredits their vehicles, ie. Volkswagens.