Purchased this vehicle Brand New in April of 2013 and immediately after started noticing rust on wheels (rotors and calipers). I took it to the dealer and complained about it. I was told that this is normal, I was shown cars on the lot with the same issues. I take exceptionally good care of my car and since I have owned this vehicle it has never been washed by an automated car wash. It is hand washed regularly by a car detailer. My detailer continually asks why are my wheels rusting so badly?
I then called VW U.S.A. and filed a complaint about it. I was told this once again is normal and that it does not affect the functions of the brakes so they cannot do anything about it. Over time this problem continued to get worse. Every time I took my car in for service I would mention this and the techs even started saying this should not be happening but they see it all the time with the VW vehicles, especially the Passats and Jettas. The service manager also said he would make a phone call to VW U.S.A. to see if there was anything that they would do for me. He called me and said that they refused to do anything so may be I should give them a call myself.
Now this is where it gets interesting! I spoke with a young man who originally took my call and escalated it to the person who handles my region a Ms. Jennifer H. ... "Oh my" Never have I been spoken to so rudely and condescendingly by a CUSTOMER SERVICE REP of any company!!. She spoke to the service manager of the dealership who provided her with photos of the rust, the total cost of parts and labor that it would take to replace the defective parts. Parts I was told at a VW discount rate is $1,461.97 plus tax and labor is $392.20. She stated that as a good gesture VW would pick up the labor charge but I had to pay for the replacement of the defective part that I had no hand in causing to rust!!. I felt that if VW was trying to meet me part way, they should have offered to replace the parts and I pay the cost then to replace them. At the beginning of our phone conversation I spoke, then she spoke, I merely tried to ask a question while she was talking and she got extremely rude because I interrupted her. I then asked do you think you could record our conversation, she rudely stated "NO" conversations are recorded randomly!. I then asked her to please mail me this determination in writing due to I plan on seeking advise of an attorney, which she stated she would.
I must say honestly this is my worst experience ever with an auto manufacturers representative. I had even asked could I speak with her boss and she said NO!... I was planing on buying another VW Jetta TDI for one of my daughters but due to this experience I will "NEVER" buy another VW nor recommend them to anyone due to their lack of professionalism and support from their customer service.
A D V E R T I S E M E N T S
click to see larger images
Purchased this vehicle Brand New in April of 2013 and immediately after started noticing rust on wheels (rotors and calipers). I took it to the dealer and complained about it. I was told that this is normal, I was shown cars on the lot with the same issues. I take exceptionally good care of my car and since I have owned this vehicle it has never been washed by an automated car wash. It is hand washed regularly by a car detailer. My detailer continually asks why are my wheels rusting so badly?
I then called VW U.S.A. and filed a complaint about it. I was told this once again is normal and that it does not affect the functions of the brakes so they cannot do anything about it. Over time this problem continued to get worse. Every time I took my car in for service I would mention this and the techs even started saying this should not be happening but they see it all the time with the VW vehicles, especially the Passats and Jettas. The service manager also said he would make a phone call to VW U.S.A. to see if there was anything that they would do for me. He called me and said that they refused to do anything so may be I should give them a call myself.
Now this is where it gets interesting! I spoke with a young man who originally took my call and escalated it to the person who handles my region a Ms. Jennifer H. ... "Oh my" Never have I been spoken to so rudely and condescendingly by a CUSTOMER SERVICE REP of any company!!. She spoke to the service manager of the dealership who provided her with photos of the rust, the total cost of parts and labor that it would take to replace the defective parts. Parts I was told at a VW discount rate is $1,461.97 plus tax and labor is $392.20. She stated that as a good gesture VW would pick up the labor charge but I had to pay for the replacement of the defective part that I had no hand in causing to rust!!. I felt that if VW was trying to meet me part way, they should have offered to replace the parts and I pay the cost then to replace them. At the beginning of our phone conversation I spoke, then she spoke, I merely tried to ask a question while she was talking and she got extremely rude because I interrupted her. I then asked do you think you could record our conversation, she rudely stated "NO" conversations are recorded randomly!. I then asked her to please mail me this determination in writing due to I plan on seeking advise of an attorney, which she stated she would.
I must say honestly this is my worst experience ever with an auto manufacturers representative. I had even asked could I speak with her boss and she said NO!... I was planing on buying another VW Jetta TDI for one of my daughters but due to this experience I will "NEVER" buy another VW nor recommend them to anyone due to their lack of professionalism and support from their customer service.
- Andrew D., Wesley Chapel, FL, US