I have NEVER been treated as poorly as I was when I took my car in to Molle Volkswagen. I bought my Jetta new in 2006 from Baron Volkswagen, where I had it serviced until they closed and I moved to Columbia. Recently, a dealer-installed Volkswagen iPod connector cable had stopped working in my car, and I had the problem diagnosed on a day trip to Kansas City in early March. A day later, I called to make a service appointment to get the problem fixed. I was assured repeatedly that because the part was dealer installed, there would be no charge to get it fixed (I can live without an iPod connecter, I wasn't planning to get it fixed if I have to pay). At the time of the appointment, I also requested to get a loaner car, as I had an appointment with a specialist that afternoon that was very difficult to get. However, the problems started immediately when I arrived... there was no loaner car available, and the technician, Brian, curtly informed me that no request had been made. No, I said, I had made the request. He told me that you have to request a loaner car at least a week in advance. I told him that the appointment had been made more than three weeks previously. Too bad, he said. No loaner car for me. Then, he informed me that I would have to pay for the repair. I told him that this was not the case, I had been told already that the repair was covered because it was a dealer-installed part. My car wasn't under warranty, he said. I calmly told him that it was, as I had purchased the extended warranty. Instead of asking me if I had the paperwork with me, he folded his arms across his chest and asked me to "prove it." I produced the relevant paperwork. I reluctantly cancelled my doctor's appointment because I had no way to get to it. Several hours later, Brian called to tell me that the car was ready, but there would be a $100 charge waiting for me at the dealership. Confused, I asked why when I had been repeatedly assured that this could be fixed. (For $100, I was thinking, I could have put in an after-market iPod cable with more controlled than offered by the Volkswagen cable.) He told me it was because my car wasn't under warranty because it was over 50,000 miles. Not true, I countered. I had shown him my extended warranty. Too bad, he said. There was a deductible. I understand deductibles, but since I'd shown him the paperwork that morning and THEN confirmed AGAIN that there would be no charge, I was confused by why I was hit by a bill now. He then preceded to tell me that whatever caused the cable to go out was probably my fault, and I had no choice but to pay the charge now. Still grasping at straws, I asked if he could clarify why I had not been called to authorize the change in the bill. He then told me that he was "everyone's favorite service technician" and if he'd been rude to me, it was only because I'd been rude to him first. It was so unprofessional. I was flabbergasted. He continued to raise his voice and YELL on the phone about my displeasure earlier that I had not been given a loaner car. Talk about terrible customer service. My bill ended up being close to $150. I had made two different special trips to this dealership to fix the problem (cost of gas $40), plus the time cost of rescheduling my doctor's appointment. I will NEVER again patronize Molle Volkswagen. I was nothing but impressed with Baron's service, as well as the service I've received from Volkswagen dealerships in other towns. I have a good mechanic in Columbia, and if I ever need dealer service again, I will drive to St. Louis for it.
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