Tom Wood Volkswagen

Based on the nightmare service experience I just had there it appears their mission statement is "you vs. us". Long-story-short, I took my car there to be serviced for an engine light issue (fuel injection sensor) and while in their possession the steering rack broke ($1k parts cost plus $600 labor). Gets worse, initial assessment was mis-diagnosed that cost $800. Gets even worse, after those 3 issues were fixed another ignition issue went wrong. Now, one could assume it was all bad luck, but regardless I would expect Tom Wood VW to acknowledge the bad luck occurred in their shop and cover the cost of their incompetency for the mis-diagnosed fix. All-in total cost for these unrelated issues amount to more than $2k. I elevated my concerns to the top of the house (GM - Mike Driver / Service Director - Mike Miller) and their response was to discount the labor by $300 and provide me a loaner car free of cost. Forgive me for my laughter, but how is the customer being out $1,700 (majority of which was for issues that occurred while in their shop) while Tom Wood VW is out $300 (which likely amounts to even less after consideration of their business model). The unfortunate problem is that it is a tone at the top issue that becomes pervasive throughout the organization; therefore, the advisors see nothing wrong with charging customers for every penny they can get (even their own mistakes) while justifying their "service" is good b/c it was done quickly or with a disingenuous smile b/c that is the tone of their leadership. Again, no ownership of their own mistakes and it is "your car" therefore you should pay for anything I put down on your invoice. No concept of a business relationship. This near-sided mentality will eventually lead to a disfunctional business, but I suppose that will be consistent with the VW theme of cheating its end consumers by promising high fuel-efficient vehicles that are fun to drive while destroying the environment. Under penalty of death should you consider taking your vehicle to be serviced at this dealership.