The complaint has been investigated and
resolved to the customer's satisfactionResolved Esserman International Vw — Car repair & payment
resolved to the customer's satisfaction
Ripped off by VW and Esserman International VW
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!!!
The Customer Advisor, Joe Benitez emailed me that my total was $2259.01.
I assume $1000 labor and the balance for the motor mounts.
I sent back that assumption in my return email. With no response, guessing all is good.
I call and check on the progress every few days (calls from my advisor Joe, are few and non-informative.) Finally a call 2wks later, car has been there almost 3wks. Joe calls to tell me the repair did nothing and to come by and talk to the service manager. I come by late that day and I’m told that not only did the repair not stop the vibration but that I now had to pay for all parts and labor for the job!! Asking how much? Joe told me, the Service Manager would call me the next day!! Still waiting on his call. Repairs not needed, ambiguous dollar amounts for repairs, nothing in writing.
THIS IS NOT THE WAY TO DO BUSINESS!!
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 Luaces Service Manager and his rude and Neanderthal Customer Advisor Joe Benitez. 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!! Let them know what you think and how you feel!!
Paul Silva [protected]@hotmail.com
VW Customer Care ref # [protected] [protected] ask for Jessie
Albert Luaces [protected]@esserman.com
Pancho Diez-Rivas General Manager [protected] ext 1100