Just over a month ago, on May 1, 2017, we purchased a 2017 Passat 1.8T SEL Premium from Romano Volkswagen of Fayetteville, NY. We completed the sale and drove the car off the dealers lot at approximately 6:30 pm. What we did not know at the time of the sale is that the spare tire compartment of the car was holding at least 2 inches of water and that the trunk liner on the drivers side had water damage (as documented in the service repair record dated May 8, 2017). We discovered the standing water early the next morning and returned the car to the dealership with the expectation that the sales department would apologize for their oversight (who believes it is okay to sell a car with standing water in the trunk and a damaged trunk liner?), unwind the car sale, and replace the obviously flawed vehicle with a new one of the same model and trim. At the dealership, we were referred to the General Manager (GM), who acknowledged that of course we would not have bought the car had we known about the standing water, and then adamantly refused to unwind the car sale. The GM argued that the new car warranty protected us and protected him not seeming to care that selling us a brand new vehicle with an obvious, knowable defect seemed completely outrageous and unethical. No one disputed that the water was in the car at the time of the sale. Almost more disturbing than the GMs indifference to our extreme lack of satisfaction with our sales experience, was his comment that should the car have a defect that could not be repaired, he would be our greatest advocate in the case of the NYS Lemon Law because then he would get credit for both vehicles, which he said was, kind of like double dipping! Following our unsatisfactory discussion with the GM, the car was in service for repairs for the next seven days. Over the course of the past month, we dealt with Volkswagen of America Customer Care. Their response was: Your case was escalated to Volkswagens Region Case Management team to file a formal complaint. Your request for a replacement vehicle was reviewed with the dealership and within the appropriate channels of Volkswagen. Romano Volkswagen would not be meeting your expectation and would continue to make repairs within warranty. We realize that new cars may have defects not apparent at the time of sale and that these defects are handled under warranty. We have no quarrel with this approach. Our sales experience is different, however, in that the car was prepped and this defect was or should have been discovered prior to purchase. In our discussions, the GM noted to us that leaking of water into the trunk is not a rare event. Consistent with this statement by the GM, we are aware of a class action law suit against VW regarding this issue in earlier model year Passats. Romano Volkswagen had the car for several days (April 26 to May 1) prior to sale. This defect was or should have been known by Romano Volkswagen and should have been disclosed to us prior to purchase. As consolation for a disappointing experience, Romano Volkswagen and Volkswagen of America offered us a $300.00 gift card on multiple occasions, which we graciously declined.
Do not recommend if you want a honest dealer
I bought a new VW GTI 2016 from Romano VW/Ford. Sean Spencer was my Sales Consultant, but I also dealt with Mike Fisher on a few occasions. This is the first time I ever bought a car in the US and as you can imagine, there was a lot to learn and the process was long and elaborate. I really wanted to like this place as the other VW dealership in Driver's Village has a terrible rep. Sean started pretty nicely, but on the day we struck the deal, I had a lot of questions and was anxious to know a few more details before signing on a zillion papers. I kid you not, Sean was pretty FRUSTRATED and SLAMMED his coffee cup against the table, spilling coffee over the paperwork-- out of frustration. He did not even care to apologize. He remained pretty HOSTILE throughout the rest of the conversation and was RUDE for the rest of the conversation. It gets WORSE! We had decided to trade in my old car and they kept on MISGUIDING me so that I would sign the paperwork and once that was done -- they were like oh we need more of the paperwork before we can take your car, bla bla. I got all the paperwork and went back to trade in the car. Mike Fisher tells me that now the DEAL IS OFF and that WE NEVER PROMISED anything like that. I was shocked! I confronted him and reminded that greedy mind of his. He made some phone calls and came back with a sorry face, but clearly not genuine. He agreed to the deal and today it has been 4 months since the deal was struck and I still HAVE NOT RECEIVED MY MONEY for the trade-in. Unbelievable. I would NEVER GO BACK AGAIN. They might be nicer than many other dealers, but they are very greedy and think their learned customers are fools. Be honest, and it will pay back.
Just purchased a 2014 Passat from Romano Volkswagen by Nick Sgroi, and he made the car buying pleasurable. Very informative, knowledgeable, and excellent customer service. I would highly recommend Nick Sgroi and Romano.
Charged for services we didn't get.
We asked for a diagnosis but they couldn't connect their computer to the car computer. They charged $79 dollars for trying. Murard the manager was rude.
As Good As It Gets
I was fortunate to have an excellent purchasing experience. I have been searching for a manual Jetta Sportwagen TDI which is very hard to find. PJ Kemmis is a salesman/consultant extraordinaire. He was able to find one with my specs and color choices, I had to be pretty flexible with that. They took care of all of the details to make it as easy as possible. ASK FOR PJ KEMMIS.
I took my 2003 Passat in to address an ODB II (check engine light) warning. My home unit could not identify the nature of the fault, stating it was "manufacturer specific". Romano charged me ***$90.00*** just to do the 10 sec. check!! This kind of dealership extortion will keep me from ever returning unless absolutely necessary.