Complaint Review: Volkswagen of America and South Motors - Miami Florida

I saw you on the CBS Morning Show a few weeks ago, and decided this was the route to go. Thanks for the forum.

My husband Edward commenced on a 3 year lease on a 1998 Volkswagen Cabrio on May 2, 1998 in Albany, NY. In July 1999, we moved to Key West, Florida (where the nearest Volkswagen dealer is well over 150 miles away) for a job transfer. As per the warranty agreement Scheduled maintenance and warranty work was to be done at a Volswagen dealership only (unless in an emergency-type situation where it was absolutely necessary). In September 1999, we took the car to the South Motors for the 24000 mile check up. Everything checked out fine.

In January 2000, the Cabrio began a very loud whine and grinding noise. We called Volkswagen of America 1-800-222-8987 and explained the noise and they advised us to have it looked at locally, and if deemed necessary (meaning it wouldn't make the 150 mile trip), have the work done, keep the part and the receipt and send them to South Motors...they will verify that it was indeed broken and refund us.

Well, it was determined by Morrison Sales and Service ( a local Nissan/GM dealer) that the water pump was shot and it would not make a trip to Miami, and that we were lucky that we made it there. It came to $407.00 and the technician that worked on the vehicle had to rummage through the trash to get the water pump out (per our request, that we needed the part for our warranty). They even said they would be glad to speak to Volkswagen to verify the work, etc.

Well we then mailed the shoddy pump and a letter to South Motor Company of Dade County 16215 South Dixie Highway Miami, Fl 33157 explained that we were instructed to do so, and why on 1/20/00. We also sent a copy to Volswagen of America Customer Relations 1-800-822-8987 3800 Hamlin Road Auburn Hills, MI 48326 on the same date.

After waiting 3 weeks for some response, we called both organizations. Volkswagen of America told us to contact South Motors 305-256-2470 and that they would handle the refund.

Well after calling over 18 times in 1 1/2 weeks, and leaving messages, we still received NO word. They would know who we were and why we were calling (how would they know if not for reading the letter enclosed with the part?), and BLOW US OFF TOTALLY!!! "...oh yeah the guy that cuts the checks isn't in today." or "...hold on I'll get her." and put us on hold until it hung up (one time 20 minutes).

We again tried Volkswagen of America (1-800-822-8987)

and they gave us a case #18765. They said that they will try to contact South Motor Company themselves to find out. We called back (VOA) 4 separate times and they were unsuccessful in reaching anybody else as well.

Upon the fifth call to Volkswagen, they said that they finally reached South Motors and that they claim they NEVER RECEIVED THE PART!!! Well we explained that they could call the dealership that we used to verify anything they wanted. They explained that they only trust Volkswagen dealers and that they are sure that although they are probably reputable, they just couldn't take another dealer's word for it.

We further explained that we were in the market for a 2nd car and that we would not choose Volkswagen, they basically said "so what?" and further went on to say that we could call the BBB gave us the #!

HOW CAN THEY DO THIS?

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