King Volkswagen

Very frustrating experience in trying to get a portion of a service contract refunded, as I no longer own the vehicle. From the start, Paul Myers was terrible to work with. He would not return my multiple follow up e-mails and phone calls after the initial phone call I had with him in mid March. It wasn't until June, after I CC'd all the managers on the King VW website, that Paul finally sent me the form he needed me to sign. 3 months, multiple phone calls and emails, and that's how long it took him to just send me the form he needed me to sign. Two months later, after two calls with VW corporate and a conversation with Paul's boss Charles, I now know that somehow they mailed the check to my old address, even AFTER I caught this mistake in June and Paul Myers verified in writing he had corrected this. In this final phone call, Paul's supervisor Charles listened to me, was kind, and did waive the $50 service charge the dealership takes out, as he agreed that the level of service I received from Paul Myers was unacceptable. I was disappointed that he did not go so far to take responsibility for it as his direct supervisor, and someone who should have been aware of the situation as he had been copied on my last 3 e-mails to Paul. Again, I appreciate this gesture, but it does not take away from an incredibly frustrating experience. I wanted to be treated fairly and like a valued customer. Instead, I was essentially ignored for months. My suggestion to the owner would be to remind their team that whether someone is buying a new car, or returning a service contract, they are still customers and should be treated fairly and with the same level of service. In addition, please provide Paul some sorely needed retraining in basic customer service skills. Manager of anything should not be in his title. TL; DR: They took 5 months to process paperwork that could have been processed in 24 hours. Anyone who has ever been to a car dealership knows that dealerships will bend over backwards to take care of you when they are making the sale. Unfortunately in this case at King VW, the same is not true for taking care of their customers after the sale.