Brown's Volkswagen

Took my GTI in for a turbo exhaust clip that needed replacing as per *** recommendation. The only reason my car went to Browns was for warranty purposes, I get all my work done at a local mechanic with much more reasonable pricing. They found about 4-5 things that needed replacing (thankfully under warranty) but even though it’s the middle of the summer, and no bridge closures it took over a week and a half for our parts to come in while the car sat there. We had little to no contact with us to let us know what was going on through the whole process. Only reason we knew what was going on was because we constantly called them! Anyway, two weeks go by and the car is finally done and it’s taken for a road test. Our tires are low profile and DO need to be replaced because they aren’t “inspection” worthy but they managed to blow a side wall in my tire after they adjusted the tire pressures. Only option is to put a new tire on at full cost to the us even though the dealership clearly did something wrong here, over inflated? hit a pothole? Who knows! But don’t worry - they have every excuse in the book ready at hand and the dummy tire already installed! Not a happy customer and won’t be purchasing from here again. Used to recommend everyone here and not anymore!! (Note: it was picked up and less then 36 hours later the car has no power at all - back into Browns it will be going and hopefully not 2 weeks this time!)

I called Browns Volkswagen in spring of 2017 about submitting a claim for corrosion warranty. They said just to drop in any sunny day so they could take some photos. When I arrived, I was told the person responsible for submitting the claims was not in and that the other staff was too busy to help me out.
I made an appointment for June and came back to have my pictures taken. I was told they would submit the claim and would be advised when they had an answer in 6-8 weeks.
After 10 weeks I called to inquire about the status and was told that the claim was still pending and they would advise when a decision was made. I called every two weeks from that point on and in October I was told that the person responsible for rust warranty had left. At that point in time they told me there was never a claim submitted and that I should come in and get the pictures taken again. Given that I am an hour drive from the facility, I was not happy about this and asked to speak to the general manager. She told me there was nothing they could do, it was not their fault that the employee lied to them and that I should just take come in and take the pictures again.
I suggested they come to me and take the pictures and the next day got a call from the general manager saying that they had found the pictures on the camera and she would ensure the claim was resubmitted. I asked when I should call back and was told they would let me know when they had an answer. I called back in December, January, and February and was told that my claim was active and that VW had come back asking for a quotation on the body work that was required to fix the corrosion, that they were submitting this and would be another couple weeks until they had an answer.
I've left it alone and today May 22nd I called and was told the person handling these claims was not in today but could speak to the general manager. She is now telling me that after almost 1 year since I first came in about this claim, that there is no record that a claim was ever submitted on my behalf and they would have to start over again. I was told the exact same thing about their staff as I was in October. She says she is more upset about this than me but that it is what it is and there is nothing they can do about it.
I don't know where to go from here because I am back at square one after a whole year. They claim to be concerned and care about the customer but their actions speak louder than words. If it is true that their staff is not doing their jobs, than someone needs to follow up verify the work of that staff. If the person is let go because they are not doing their job then the management at Browns should take some time to investigate who had pictures taken of their corrosion and how many claims were submitted. It should not be the customer that triggers the questions of whether a claim was made on their behalf, especially when management is explaining that it has happened multiple times and they are taking steps to correct this, just as was the case in October. Their inability to say anything other than the same talking points on this now as they did in October is the reason that I had to share this review with the Revdex.com. While the products are great, the service received at Brown Volkswagen has ensured that I will never purchase another vehicle from them again.

My husband and I had bought a 2017 *** October 2017. When we took for a drive and looked over the vehicle there were a few things we wanted fixed. There was a rim that needed to be fixed or replaced as well as another key fob. The engine was to be cleaned and the inside of the vehicle as there was mud or something all over the roof. While there *** showed us the *** and the *** play and the bells and whistles and said and I quote “it’s fully loaded including car starter” which was what I wanted as my Trax had a car starter and was one reason why I bought it as I don’t have a garage. So we got the car and after a few days contacted *** to ask how to use the car starter and he tells us there isn't one. When I said we were told there was he said I didn’t tell you that must have been ***. When *** was asked...he denied ever saying it! Said they don’t come with car starters like I would know that! This didn’t sit well with us as it was a selling feature for me and if I didn’t have it I would have negotiated it into the deal or something. Common sense why would I buy something that didn’t have the 1 thing I truly wanted on my vehicle? *** also told us that oil changes would be 50% off if we had them done there. So my 2 week check up comes up and I take it down and when all was said and done and I was on my way home (keep in mind I live 45 minutes from the dealership) my tire light came on. I spoke with *** and he said he wasn’t sure as they didn’t have the tires off. They didn’t fix or replace the rim nor did I get another key fob as promised. They did do the engine and roof. So I work that evening 3-11 and come out of work to a completely flat tire! I call a tow truck and after he changes to a dummy I go home. The next day I take the tire to a tire shop to have fixed which they found a piece of an exactoknife and low and behold. The tire had already been plugged once! I was not impressed. I spoke with *** and he said he would replace it. Now this all happened in October. In the meantime of all this I refer my sons girlfriend to *** to buy a car. She gets a *** she had the car a few days and realized in her Center console the rubber mat is missing and if she put anything in there it would fall to the bottom of her car. Also she had one of her headlights go out. She contacted *** and was told when she came down for her 2 week check up he would have both fixed. He made her an appointment for 4:30 and we head down. (45 minute drive) when we get there we are told that the service area closes at 4 so nothing was done. On the way home we are pulled over by the police due to no headlight and thankfully only got a warning but had to prove we got the light fixed the next day. So we had to go buy the headlight which was $60 dollars than have someone put it in. Another $20. Not happy! November comes still no rim fixed or replaced no tire replaced and no fob key. Hubby goes to put on our winter tires and he finds a second tire plugged! Again we speak to *** and he said he will fix it. We put on our winters and take the 2 tires down to be replaced and the rim ( one of the tires to be replaced was on the bad rim ) we ask again about our fob and have been told it’s been ordered and will be in shortly. This goes on for another 3 months. Telling us the tires are ordered as well as the fob and nothing! Finally in February or March we speak with *** and he orders and gives us our fob. Spoke with *** again about tires and he says he will only replace 1 now and still waiting for the rim to be fixed/replaced. Finally get the call to bring the *** down for them to fix/replace the rim and replace a tire and they will give me a loaner. Take my *** down and drop it off. Hubby made arrangements with *** to have the car detailed as well. We said to also change the oil as it was getting close and they were 50% off. We are contacted by *** and again denies saying that he said the oil changes were 50% off. If I was going to make up a story about oil changes I would have said they were free as they were with my Trax for the first year! We also spoke to *** about fixing our head rests as the buttons were broke to put them up or down and about the MVI as we bought the vehicle in October and the MVI was up in April! So I go down by myself and pick up my *** and come home. Now when it was there they were suppose to 1. Fix headrests 2. Replace tire 3. Fix/replace rim 4. Clean *** 5. MVI So a couple of days go by and hubby takes the tires out of the bags to get them ready to put on and find out no tire was replaced at all! Also when they did the rim they painted it with the tire on and all the mud and sand was now mixed with the paint on the rim! My husband was livid! He’s normally the cooler of the 2. He calls *** and *** says he will have the manager Mrs *** (yup ***s wife (who sold us our vehicle)!! Mrs *** calls my husband apologizes and tells us to bring it back down again! (45 minutes) when we go to put seats down we realize they never fully cleaned the vehicle. There was hair all over the sides of the seats and the bottom of the trunk divider. So we take it down and she tells us she has never had so much problems with 1 customer before ever! I was speechless! We leave our *** there and hope all will be fixed this time! Mrs *** calls my husband on Friday and tells him we can pick up our *** on Saturday as she wants to make sure everything is done. I felt like saying well we have been waiting since October for you to have it done so please do make sure everything is done! So today we picked up our car and finally after 5 trips to the dealerships and $100 or more in gas ..... finally it is all done!!! 7 months later! When we go down to pick up everyone ignores us and leaves us standing there until *** comes out and gives us our keys. We leave feeling like we are worthless and that these people made us feel worthless all because we made them follow thru with their promises. I want the car starter I was told was on the vehicle when I bought it. I don’t care about the oil changes since they lied about that too but I will get them done near my home. I just want what I thought I was paying for. Or they can take it back and wipe out the loan and I will never have to deal with them again. Their choice.

In late AUGUST 2017, I brought my car in to Brown's Volkswagon to be processed under the corrosion perforation warranty program. The pictures were taken and I was told I would hear back within 4-6 weeks. That seemed reasonable.
I subsequently went in to get an update around November 2017 and a new staff person told me he had taken over the job because the previous staff person didn't keep up with the files. This individual said they were now doing this job and his regular job in the service department (and it was extremely busy with tire season). I empathized with his situation, he looked up my files, and the pictures were still on the camera at Brown's. He said he would have it processed right away and that there were MANY others in the same position as me.
I checked in again around February 2018 to get an update. I was told that the pictures were sent to one of two local auto body shops for an estimate. I asked which one and he said he 'couldn't say because we have special rates with them.' I asked when the pictures were sent and he said he would have to look through the files. He said the estimates from the auto body shop were sent to *** and they would make a decision and send that back to Brown's. He wasn't sure how long that would take and that some people have waited 'much much longer' than me. That didn't sound reassuring.
On April 24, 2018 I called Brown's Volkswagon again to get a status update. Becoming increasingly skeptical of the long wait and the run-around I asked this (same) individual what the update was. He said everything had been sent to *** and he hadn't heard back yet. I asked if he had a number for *** and he said "no we don't have a phone number, everything is done online." He also said "I also know that *** has had to hire two new people so maybe that's why there's a delay." (yet how would he know this if he hadn't spoken with them). He didn't offer to look into it further and/or follow up with me with a status update.
I looked up *** and spoke with their warranty department. They said they DID NOT have anything on file for my name or the VIN of my car and nothing had been submitted since August 2017!! The representative said he would call Brown's and get back to me. Three hours later I received a call from *** saying "I spoke with (staff name) and they said they would get back to you in 2 weeks with a response on the claim." I had asked him if he received an answer about when my file was submitted and he said "no, I was just told they would get back to you in 2 weeks." *** then provided me with a claim number. *** said it usually turns around a response to a claim submission within 5-10 business days.
It has now been more than 2 weeks (I thought I would give a bit of additional time, even though 9 months of waiting seems beyond reasonable). I called *** and they said the files were submitted by Brown's on April 24, 2018 (the day I called *** to investigate). Not once throughout this process did I ever receive a call from Brown's Volkswagon.
I expected better customer service from Brown's Volkswagon and I expected honesty rather than denials and fabricated stories about my claim (and about ***). I presume they may say there were staffing issues but that unfortunately is not the customer's concern.
If you have a file waiting under the corrosion warranty program at Brown's Volkswagon call *** to see if they have your file and that will speed things along... hopefully.