I hesitate to review so quickly, as my situation is ongoing, but I feel it is important to get this…read moreout there.
I did not buy my 2023 Volkswagon Taos from Sunset Volkswagon. But I live in Venice and have had an oil change there and decided once was enough since it cost $200 for an oil change and that is just too expensive for me to do every 5K miles. I have maintained service on my vehicle, recently replaced the battery and tires and gotten oil changes at every interval as recommended. I even have service proof of the 10K and 20K maintenance recommendation.
I currently have 50,760 miles on my vehicle and Sunday night got a warning light for the mechatronic unit failing. I had it towed to Volkswagon in Sarasota on Monday Sept 21st. I even forwarned them of the issue and mentioned with my low miles this seems to be something Volkswagon would stand behind. I am 760 miles outside of the 50,000 or 4 year warranty and this is listed as a major transmission issue and would indicate a faulty unit. Volkswagon has a program for these types of repairs to stand behind the vehicle. I have maintained my vehicle properly and take very good care of her. I love my Taos.
They ruined that for me. As of Wednesday , no update after leaving voicemails, so I stopped in to ask what was going on as the vehicle had been driven 1 mile and the volkswagon app was showing no fault notifications. I was told, it was the mechantronic unit and the repair would be $3,558.92. Now I ask, the "goodwill consideration" has that been filed? It had not and he said he would look into it. I waited until end of day on Thursday, reached out to Volkswagon Customer Care directly and inquired. They had no record of a case being filed. I had not heard from Austin, the service tech until today. I got a TEXT, not a call. He said "just wanted to reach out and let you know that after escalating your request, we were not able to get any Goodwill coverage from Volkswagon America as far as the repair to the mechantronic until. I apologize for this and I know it isn't what "we" hoped for. If you need anything or have any other questions please feel free to reach out to me here by text, or you can call my desk line at 941-..... Whichever is more convenient for you!" A TEXT. And mind you, I replied I spoke with Volkswagon customer care yesterday and there is NO GOODWILL CASE filed. I asked for the case number and of course, I don't have access to that blah blah. This is a vehicle without so much as a scratch that is 761 miles over the 50K! If I had 762 less miles, this would not even be an issue. Volkswagon explicitly states that a repair of this caliber is a premature component failure. I didn't think that because I didn't buy my car there I would be treated so poorly and to be texted this type of message is beyond frustrating and shows poor customer service.
I would have expected to have a call and for someone to actually try and rectify this more amicable. Volkswagon's have stellar reputations and outside of this, my Taos has been fantastic.
I asked to speak with the Service Director and that I would be in today, of course, his number goes to voicemail as well and I GET ANOTHER TEXT that he is leaving 25 minutes from now and I can email him???? Wait, what?????? Is there NO personalization with this dealership?
I will of course, be pursuing further, but on my own with Volkswagon because this is clearly a defect and whatever the outcome, even if I end up paying, it would never be with a dealership I cannot have someone be decent enough to keep me updated, be honest and forthcoming and CALL ME not TEXT ME. Oh, and he claimed I failed to get a transmission fluid change at 40K. Well in my 2023 VW service manual, it states 80K!!! I mentioned that and he never even addressed it. They also stated my breaks were at "yellow" and needed attention for $749.86, which I just had a break inspection when I had tires replaced and it's fine. I just had tires replaced about 2K miles ago and had a front end alignment and balance, they said I need a tire rotation, at 2K miles? for $46.68 when most tire places do this for FREE and I also need a cabin air filter which I also just changed for $25 and they want $114.36 for a 2 min job, plus engine air filter for $99.85, and oil change and my car says I am at 95% good for my oil and it's been a month since I had an oil change and FINALLY, replace engine air filter for $99.85 when Volkswagon official factory guidelines say 60K or 6 years!!! my car is well under that! What are they trying to pull. They come up with their own must do's even though this information is readily out there! And in my service manual and mobile app of my vehicle. Please save yourself the hassle and do not patronize this service department. SHAME ON YOU!!! And to say I declined anything is falst, because you gave this to me only because I asked for a copy. If I was treated better, those may be considered when due, not now!
