Quote:
Originally Posted by charmed59
Last Monday I took my Car into Volkswagon of Ocala and turned it over to Caleb to have a new key programmed for the car, an oil change, and a recall done. Caleb said the car would be done in about 2 hours. After 2.5 hours I hadn’t heard from them and went back to the dealer to check on it.
The car was parked out side, not in the service bay. I went in and asked if it was done and the service guys said they needed to find Caleb. One of them said it didn’t look like they started it yet. Sure enough, on their monitor although all the other cars said “in Progress” or “completed”, mine showed up as “checked in”.
When Caleb came out he said it was almost finished, just needed about 30 more minutes to complete the recall. The key and oil change were complete. After 45 minutes I tracked him down again and he had questions about programming the key.
After another 20 minutes I finally got the car with a “brand new” beat up key. After driving it home I checked the oil, it was not close to full.
Three hours later I got the text with the video. Normally they show step by step what they did. This was a 20 second video that said what they were going to do, and then said they did it. It didn’t even show the hood up or the car on a rack.
I suspect Caleb panicked when I got back and he realized he hadn’t turned the car in. Then for the next hour they spent trying to finish the one thing I could check, the key.
I sent an email to the service manager and heard nothing back. When a lady from Volkswagon called with her after service survey I told her the whole story. Still haven’t heard from them. Other than stopping payment on the service I’m not sure what to do.
My first impression was Caleb messed up. Now I’m wondering if this is normal for service at Volkswagon of Ocala, and they always tell people they serviced their car without doing it.
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I guess you won’t be getting service done there again & maybe won’t be buying another VW. My grandson bought a used VW & has gotten great service. I’m retired from Ford & what I told you to do, that’s exactly what I would do!