Rocky Mountain Club B5

Discussion Forums => Maintenance => Topic started by: 92UrS4 on March 13, 2007, 11:35:42 AM

Title: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 13, 2007, 11:35:42 AM
So there are a few recalls on the ol b6. Take it in Saturday, they need a part from another dealer so it'll be done Monday. This part being a vacuum hose.

We go to pick it up, Renee flags me down and says "It's not fixed." I hop in and start the car, mash on the brake and hear....hiiisssssssssssssssssssssssssssssssssssssssssssssss. Great.

While Renee is standing outside the car she says "OMG, what happened to your car!" I get out and the front wheel is all scratched up in a circular motion, like from a tire machine.

Then I look, so is the back one, and it is worse. Head over to the passenger side, ding, ding, yep, both of those are chewed up as well.

At this point I am just like, WTF. We head back in and our Service Writer is really helpful and comes out to check. He hears the hiss and says lets get you a rental, I don't trust this. I point out the wheels and he agrees that it looks like damagage from a wheel/tire machine thing.

Now why would they be messing with my tires? One of the TPMS sensors is broken, I did not mention it to them when I dropped off the car, but I also didn't sign off on them investigating it. We are assuming here, both myself and the Service Writer that the tech took each wheel off to investigate the issue.
Title: Re: Like sands through the hourglass, so are the days of my
Post by: Spicoli on March 13, 2007, 11:43:51 AM
WOW...  So how bad are the wheels?  This is an example of why I choose to work on my if I can.  Hope all goes well in the end.. and the fix the hose that you brought it in for in the first place. :o
Title: Re: Like sands through the hourglass, so are the days of my
Post by: 92UrS4 on March 13, 2007, 11:44:53 AM
Yeah, the car wouldn't stop, so it is a must have. :)
Title: Re: Like sands through the hourglass, so are the days of my
Post by: 03Indigo on March 13, 2007, 11:50:01 AM
OMG...that is just crazy.  They better get you some new rims...no fixies IMHO.
Title: Re: Like sands through the hourglass, so are the days of my
Post by: 92UrS4 on March 13, 2007, 11:55:04 AM
I don't even want this car in my garage anymore at this point. Only 16 more months.:) Unless we can sell it. At least all the kinks will be worked out. Still, I fully expect a new set of wheels.

Hell you guys remember my story about Discount, I made them get me a new wheel. I HATE chewed up wheels. For winters yes, but not if it's my only set or the Summers.
Title: Re: Like sands through the hourglass, so are the days of my
Post by: jfrahm on March 13, 2007, 12:05:03 PM
I've pretty well soured on dealers and warranties.  People I know with Acura and Infiniti are happy with the service, but my experience with VW and Audi has not been great.  Maybe not even good.

The service people seem to forget that their job is not just to fix my car, it is their job to sell me another new car in a few years.

My Passat, they could not fix a common MAF problem after several visits and in the meantime they washed my car with a dirty rag, scratching and swirling my freshly clayed and waxed black paint.

Audi, they fixed a few things but did kind of a halfass job.  They replaced my CC head but blew a fuse for the heated seats controller... then they charged me $0.80 for the fuse.  The radio harness was left loose so a speaker cut out, but I fixed that myself.  They were unable to hear what sounded to me like the LF wheel bearing going out.  Thankfully after several visits with no results the wheel bearing became so loose and fried I could shake the wheel in the parking lot.  When they saw that, they replaced that wheel bearing.  Nice work boys.  

I'm pretty convinced the way to go is to get a good used car out of warranty (or maybe with a little warranty left) and either do most of the work yourself or work with a good indie shop that values their rep.  The VW and Audi dealers in Boulder must feel they sell enough cars, they do not care how unhappy a customer is on the service side.  Sad.

-Joel.
Title: Re: Like sands through the hourglass, so are the days of my
Post by: 92UrS4 on March 13, 2007, 05:09:26 PM
Here's an update, parts are on order, sounding like they are going to replace the entire booster.

As for the wheels, I'm sure this will come as a shock. Tech says they didn't take the wheels off the car.

Well someone did. The service manager will be in tomorrow. So hopefully not only will the car be done tomorrow but a resolution on the wheels. They have until tomorrow to give me a satisfactory response on the wheels or I will escalate it and waste a lot of my valuable time.
Title: Re: Like sands through the hourglass, so are the days of my
Post by: jayryan on March 14, 2007, 07:34:47 AM
Good lord. Of course he's not going to admit screwing with the wheels. He's probably barely 18 and doesn't know his way around a truck much less a whole car.

My wife just called me this mornign and said, "My oil light is flashing"  8O  :x That Jetta doesn't have 24K on it yet...
Title: Re: Like sands through the hourglass, so are the days of my
Post by: 03Indigo on March 14, 2007, 07:57:12 AM
OMG...what a complete waste of your time.  I certainly hope they do the right thing.
Title: Re: Like sands through the hourglass, so are the days of my
Post by: SweetVW on March 14, 2007, 10:59:05 AM
:evil:   Man I would be chomping at the bit too!  I really feel for you Jay.  Wheel problem aside, do you get a feeling all of these "repairs" are systematic of the B6 model or are you just an unfortunate person?
Title: Re: Like sands through the hourglass, so are the days of my
Post by: jfrahm on March 14, 2007, 12:15:50 PM
That sucks.  I suppose it would be wise in these modern times to take a bunch of pics at the dealer when you drop off your car for service.  *sigh.*
Title: Re: Like sands through the hourglass, so are the days of my
Post by: 92UrS4 on March 14, 2007, 12:32:18 PM
What would be better, and I know either McDonald or one of the others used to do this, is a walk around on the car showing any damage to the car at drop off. So there is no question. Hell unless you use Polaroids and take two pictures of each wheel, one for you and one for the dealer they can always argue digital photos are doctored or not current.
Title: Re: Like sands through the hourglass, so are the days of my
Post by: 92UrS4 on March 14, 2007, 12:53:28 PM
Update: Parts aren't in yet, great, another day with a crummy Chevy cobalt. Well bad for Renee I still have the Audi. :) Though I don't understand why if you have a $25K car that they stick you with a $14K rental car. Granted we could have upgraded but then we would have to pay.

I got the old, "the service manager will be in this afternoon and we will discuss the wheel situation." I'll tell you what, this service manager seems to work like 4 hours a week, I want their job. They weren't there Monday or Tuesday and come in after lunch on Wednesday. I'm guessing the end of a vacation, but still.

Unfortunately I fear the worst, I have a feeling I am going to have to roll up my sleeves and get dirty to get this resolved. I don't like this feet dragging they are doing and that usually means I am about to get screwed.

I have VWCC lined up on speed dial to file a complaint if I get any grief from the service manager. I have been more than patient at this point from both the safety aspect of this situation and the damage to all four wheels.
Title: Re: Like sands through the hourglass, so are the days of my
Post by: 92UrS4 on March 14, 2007, 03:10:06 PM
Well if it hasn't been said enough, don't go to McDonald VW. They basically told me that they did not damage my wheels and that's the way it is. The service manager is telling me they did not take my wheels off and he tried to belittle me by acting like I am some chump that knows nothing about cars, wheels or the machines that can destroy them.

When I prodded about why my car was not properly tested, and the fact that not only was it not tested properly but that they left the hose off the brake booster that his techs are human and make mistakes.

So if that's one tech, that is two mistakes on one car in a short period of time. Not reconnecting the booster hose and not hearing the very audible hissing of the not connected booster.

I am FURIOUS at this point but not surprised by McDonald VW's response. I should have just called VW roadside and had them tow it to Osborn where it would have been done right in the first place and there would be no damage.

STAY AWAY FROM MCDONALD VW ON BROADWAY IN LITTLETON, CO.
Title: Re: Stay away from McDonald VW for service!
Post by: 03Indigo on March 14, 2007, 03:21:46 PM
I am NEVER going there.   I had my Audi at McDonald for a service, nothing bad happened to my car, but a lady in a convertible was driving away with a HUGE dent in the side.  The tech said he put it there and they should tell the lady.  The service writer said..."No, don't say anything, if she drives off the lot, it is her responsibility, not ours."  I over heard that and asked for a manager...had the ladies plate number, and spoke VERY LOUDLY about how I saw them release a car they damaged and then wanted to not inform the owner.  The service manager called the woman, got her on the phone, asked her to come back, I witnessed the infraction, so I stayed to talk to her.  She was livid to say the least.  I went back a week later to McDonald, and the female service writer was "released from her duties", is what I was told by the service manager.  After that last visit, I never returned to McDonald, and never will.  I boycott them, sales, service, and parts.

I say, call VWCC and give them HELL.
Title: Re: Stay away from McDonald VW for service!
Post by: 92UrS4 on March 14, 2007, 03:30:18 PM
The call can't happen until tomorrow unfortunately because it is too late for today. The SM just called back and again stated they didn't do it. He is being professional about it, but again, I just don't know what to say.

I told them the car needs to be ready by noon tomorrow. I will contact VWCC tomorrow as well. The SM with have the Parts and Service Director contact me when he gets back in town to see if there is anything else they can do.

Frankly, I'm sure I will be fed the same garbage they are feeding me now. The problem as a consumer is that unless we are able to sit there with them the whole time, there is no way to prove our case. We are always the ones that lose out.

I inquired if they have surveillance cameras in the service areas and he says no, which to me is surprising.  I would want that stuff monitored all the time just for situations like this.

Also, when I told the SM there was no walk around done on the car he was shocked, and I have a feeling the service writer confirmed that.

So basically it is a matter of my word versus theirs and of course they hold all the cards.

My last request, get the car repaired properly and don't touch it after that. Don't wash it, don't do anything other than what is required to perform the task at hand.

These people have proven their incompetence. I hate to be the guy bitching and moaning, but shit, I made discount replace my wheel for a tiny itty bitty scratch they put in the wheel. The damage to the wheels now is indescribable. It is so bad that the wheel must be refinished before I can think of selling the car or turning it in at the end of the lease. And this is on ALL FOUR WHEELS!

Argh! I'm going home I think, I am way too worked up over these people and it's not fair to me to have to micro manage the people that are supposed to be professionals. Yes we all make mistakes, but I'll be the first to admit mine.
Title: Re: Stay away from McDonald VW for service!
Post by: Docwyte on March 14, 2007, 04:39:23 PM
This is precisely why I always buy cars out of warranty...

Sorry to hear about it, good luck with complaining to VWCC.
Title: Re: Stay away from McDonald VW for service!
Post by: ianacole on March 14, 2007, 05:09:59 PM
File a complaint with the BBB.
Title: Re: Stay away from McDonald VW for service!
Post by: 92UrS4 on March 14, 2007, 05:16:42 PM
On my agenda for the morning. I can't believe how much time I have to take away from work and personal time to deal with this matter. No one should have to deal with these problems. I guess I am lucky that it's just wheels. Who knows, maybe my car will come back totally trashed.
Title: Re: Stay away from McDonald VW for service!
Post by: ianacole on March 14, 2007, 05:20:53 PM
You should have seen the battle I had with Centerline - I feel for ya' man :evil:
Title: Re: Stay away from McDonald VW for service!
Post by: methodicalmayhem on March 14, 2007, 07:26:43 PM
Jay regarding your post on vortex about cameras: I just talked to two people who used to work there and one says there are cameras while the other says there are no cameras. The one saying there are none worked for the parts dept so I dont think he would fully know if there was or not. The other one, Sterling who was a tech, said that due to some thefts of wheels that ended up on another techs car that cameras were installed. I can't really vouch for the truth behind either ones statement but it's something.
Title: Re: Stay away from McDonald VW for service!
Post by: zadieman on March 14, 2007, 07:43:56 PM
Why don't we put a couple of cars parked on the street outside the dealership, put signs on top of the cars, and warn people to stay away from the dealership. I did this before when I purchased a Scirocco that the engine and transmission came apart after a clutch job and three seperate adjustments by the dealership, then they denied to help me anymore. I put a big sign up on the car and chased away their customers for three hours. They gave in, took the car back and I even made them issue me a certifiend check for the whole amount.  Sad but true!!!!!!!!!!!!!!!!
Title: Re: Stay away from McDonald VW for service!
Post by: aowhaus on March 14, 2007, 09:31:13 PM
I used to take my car to McDonald a long time ago when that Bell guy was there (he really respects the car club people), but ever since he left I felt the service and quality has gone downhill.  The last time I had service with them they left me stranded at the light rail station for two hours, eventhough I took an hour off work early so that they could pick me up there before rush hour!!!  :x

So I have been taking my car to Mountain States which I have been getting pretty good service plus they provide shuttle service to pretty much anywhere you want, which makes my life so much easier since I work regular office hours.  Mountain States recently changed ownership (I forgot what it's called now), hopefully the service will remain just as good.

Randy at Autobahn is also a really trusted place if you are not going for warranty or recall service.

You should file a complaint with both VWoA and the BBB if you don't get everything resolved.
Title: Re: Stay away from McDonald VW for service!
Post by: jayryan on March 15, 2007, 07:59:29 AM
Quote from: "aowhaus";p="55855"
I used to take my car to McDonald a long time ago when that Bell guy was there (he really respects the car club people), but ever since he left I felt the service and quality has gone downhill.  The last time I had service with them they left me stranded at the light rail station for two hours, eventhough I took an hour off work early so that they could pick me up there before rush hour!!!  :x

So I have been taking my car to Mountain States which I have been getting pretty good service plus they provide shuttle service to pretty much anywhere you want, which makes my life so much easier since I work regular office hours.  Mountain States recently changed ownership (I forgot what it's called now), hopefully the service will remain just as good.

Randy at Autobahn is also a really trusted place if you are not going for warranty or recall service.

You should file a complaint with both VWoA and the BBB if you don't get everything resolved.


Mtn. States is now Emich and I'd go there if I were to buy a car. They have a lot of folks back from when Mtn. States was a decent dealerhips (about four years go). The same people are back now (sales) that were there when I bought my Passat. I have nothing but respect for them having spent time with them off the job.

Anyway, Osborne's (JT) always treated us really well on what little work we've had done. But for everything else? There's Randy!
Title: Re: Stay away from McDonald VW for service!
Post by: 92UrS4 on March 15, 2007, 09:07:47 AM
Opened a case with VWCC, they will of course follow up with the dealer. They were very nice an understanding and the guy commended me on being so calm. I was just like, I have enough stress in my life already, blowing up and getting irate isn't going to get anything resolved.

He was also very up front with me and said, you know, these situations are always very difficult, more than likely the dealer is going to continue to deny that they did the damage and there isn't anything we can do about that. He did say that he hopes this will come to an acceptable resolution to which I agreed.

I told them I am just really disappointed and this is just not how consumers should be treated. Now I understand completely that there are total asshats out there that are always trying to swindle things from dealers and so forth. So I know I have that to fight because the dealership does need to protect their interests.

Lets just sit back and see what happens, I am nervous about taking delivery of the car because of the ramifications it could have. I may contact the dealership and let them know until the parts/service director contacts me I can't take delivery of the car.
Title: Re: Stay away from McDonald VW for service!
Post by: 92UrS4 on March 15, 2007, 10:19:12 AM
I got some more info on my quest to know if they have cameras at McDonald VW, it appears that there are in the tire shop as mentioned, but that it probably isn't going to do me a lot of good. Which I figured, but I really wanted to investigate any options I might have.

Basically, if there were clear enough video showing my car going to and fro and all that. Still, like they would let me view any of that video. The amounts we are talking about here don't constitute anything other than small claims anyway.

I know the troubleshooter.com website has a link to free legal info. Mainly in regard to consumer rights, though I feel like I have none at this time. I am going to give them a call this afternoon and see if they have any input.  Frankly, if it were only one wheel, I would just suck it up and be like, well I'll never go back there and I will bitch about it a lot. Then again, if it were one wheel maybe they would work with me?

Who knows, my patience is running out and I really want this over with soon. I can't believe a simple recall job has turned into all of this.
Title: Re: Stay away from McDonald VW for service!
Post by: ianacole on March 15, 2007, 10:21:15 AM
I like the suggestion above - a visual protest.  Let's picket the dealer - I'm all in for it ;)
Title: Re: Stay away from McDonald VW for service!
Post by: 92UrS4 on March 15, 2007, 11:01:00 AM
I was thinking I could get some vinyl graphics made that says something like "McDonald VW did this to my wheels" over each wheel well.
Title: Re: Stay away from McDonald VW for service!
Post by: 92UrS4 on March 15, 2007, 11:27:54 AM
I just got a call from the service writer, keep in mind the service manager promised me a call at around 11 am today. The service write let me know that the part(s) did not arrive with the morning shipment. It is still possible they will be in this afternoon, but not likely.

So just to highlight this...recall job...Saturday said it would no problem to be done Saturday. I have to call right before they close because they didn't call me only to find out they need a part so it will be done Monday. Late Monday afternoon I call again because I've heard nothing and leave a message, get a call back that the car is done and that the TPMS warning was investigated. We go to pick it up Monday, brake line hiss and the damage. They don't investigate the new issue until Tuesday morning and can't get parts in on Tuesday. Car should have been done Wednesday, no parts, then the car was supposed to be done by noon today (Thursday)...no parts. So now maybe it will be done later today, maybe tomorrow?
Title: Re: Stay away from McDonald VW for service!
Post by: ianacole on March 15, 2007, 11:47:03 AM
I too got very frustrated with their lack of communication and ability to complete the work in predicted time frames.  I vowed never to go back to McDonald for anything - they've got more clowns there than the burger joint.  It's tough to step foot on that lot even for Octdubberfest.
Title: Re: Stay away from McDonald VW for service!
Post by: methodicalmayhem on March 15, 2007, 01:13:50 PM
I only took my car there for maintenance and then only because I was able to sit in the service bay and bs with Sterling while he worked on my car. Since Sterling was let go I haven't been back to any dealership, plus Randy has stepped up and made me feel a lot more confident in the "small shops" with his way of working to the point that I would stay VW/Audi for as long as he is in business.
Title: Re: Stay away from McDonald VW for service!
Post by: jayryan on March 15, 2007, 02:20:20 PM
Visual Protest is good- I'm in.

I have a friend that made the yellow stickers (you've probably seen them) "I hate Saturn of Aurora" after a similar incident and exceedintly poor treatment. Evidently, the grew to become quite popular.

I'm sure one of Ian's sponsors could make some up that say, "I hate McDonald VW/Audi"  :roll:
Title: Re: Stay away from McDonald VW for service!
Post by: DenverPat on March 15, 2007, 02:24:13 PM
Sorry to hear this happened, Jay.  McD's is consistently the most unethical, least trustworthy business I've ever had the displeasure of dealing with.  They've damaged my car and the cars of many friends on a consitant basis, and always refuse to take responsibilty for their actions.  I've said it for seven years now:  STAY AWAY.
Title: Re: Stay away from McDonald VW for service!
Post by: hotani on March 15, 2007, 03:33:56 PM
Sorry to hear it, Jay. McD's sounds like an untrustworthy and dishonest shop. I'll be sure to tell anyone I meet with a VW to avoid them.

And I like the "anti-ad" banner.  :lol:
Title: Re: Stay away from McDonald VW for service!
Post by: 92UrS4 on March 15, 2007, 03:43:58 PM
8)
Title: Re: Stay away from McDonald VW for service!
Post by: 03Indigo on March 15, 2007, 04:12:23 PM
LOL, just saw the skip McD VW add on the top...that is awesome Jay!!!
Title: Re: Stay away from McDonald VW for service!
Post by: gragravar on March 15, 2007, 04:16:04 PM
sorry to hear about the trouble Jay.  It really bites when people fail to take responsibility for their mistakes.  

 :P to McD VW
Title: Re: Stay away from McDonald VW for service!
Post by: jwilker on March 15, 2007, 04:48:35 PM
wow. dude that is totally teh suck!!!

Guess I'll be calling Randy for my 10k service.
Title: Re: Stay away from McDonald VW for service!
Post by: 92UrS4 on March 16, 2007, 04:01:03 PM
I am in total awe....

I STILL have yet to hear from the service manager who was supposed to call me yesterday, left him another message today. Left a message for the service writer who called me back earlier and told me the parts came in and the car MIGHT be done today. He said he would call me back later and let me know either way.

He called me ten minutes ago to inform me after FOUR HOURS of working on the car (keep in mind the sm told me this was like an hour job) that they need to order a gasket for the master cylinder/brake booster connection or something like that. He then tells me the part should be in Monday and I hear the tech in the background yell, no Tuesday!

So then I ask the service writer is the service manager is around, he looks in the office and says, looks like he left for the day. I was like, I need that job, do nothing, return no calls, and come and go as I please.

I ask him to PLEASE remind the sm that he needs to call me back, and to contact the rental car company that we will have the car for about FOUR MORE DAYS!

They have had my car for a week! Clearly these techs have no idea what they are doing. I am so terrified that this car is just going to explode when we get it back.

Oh, and as far as I can tell, the sm has yet to call VWCC back and they only have one business day to reply.
Title: Re: Stay away from McDonald VW for service!
Post by: Spicoli on March 17, 2007, 07:33:08 PM
I jsut saw an ad for McDonald VW on the top of the forum... find it pretty funny.
Title: Re: Stay away from McDonald VW for service!
Post by: 03Indigo on March 17, 2007, 08:20:00 PM
Quote from: "Spicoli";p="55912"
I jsut saw an ad for McDonald VW on the top of the forum... find it pretty funny.


Yeah, but did you read what it says?.....that is the best part.  Jay made a special add :) :twisted:
Title: Re: Stay away from McDonald VW for service!
Post by: Spicoli on March 17, 2007, 10:47:07 PM
that is what I found so funny.  It sounds all official and all.  It is great.

They are a good dealer to buy from, but service, not so good.
Title: Re: Stay away from McDonald VW for service!
Post by: RobD on March 18, 2007, 06:57:54 AM
Jay this whole situation just blows.

Personally If things are not done tomorrow AND you can drive your car at all, get it out of there.  I think a call to Tom Martino is in order just to make sure the listening public hears how bad they are.  Start with an email and I'm sure hell send back a reply that says to call the show at this time kind of thing.  (He did that for me on a deal I had with a bogus cigar dealer - Another story....)

If you cannot drive it out of there you need to raise the stakes and get the owner of the business involved.  Document everything...time of phone calls/who you spoke with/what was said etc and meet with the owner since the SM cannot seem to make you a priority.  I know Jimmy Osborn finally came out and met with me when their service department screwed up our Eurovan.  Things got fixed but only after he had to get involved.

GOOD LUCK!
Title: Re: Stay away from McDonald VW for service!
Post by: 92UrS4 on March 18, 2007, 09:33:36 AM
Thanks Rob, and everyone.

The car is not drive-able at this point I imagine.
Title: Re: Stay away from McDonald VW for service!
Post by: 92UrS4 on March 19, 2007, 08:26:19 AM
Still no response as of this AM, just got off the phone with VWCC they too have been ignored by the service manager. I filed another complaint about lack of response from the dealer. VWCC said they will follow up by trying to make contact with the service manager again this morning.

Now I need to go and call him again as well, which I'm sure will be another message on his voie mail which will probably be ignored again.
Title: Re: Stay away from McDonald VW for service!
Post by: Docwyte on March 19, 2007, 08:29:33 AM
Time to kick it up the chain to either the GM or the owner.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 19, 2007, 09:04:43 AM
VWCC just called me back, the service manager is out today and may be out for some time? That's strange. They did talk to the service writer who wrote up the work request and everything. He told VWCC that the service manager and/or the parts.service director would be calling me this afternoon.

Ok, so the service manager that appears to be out indefinitely is going to call me? The guy wont even call me back when he's at work, why would he call me outside of work? The parts/service director was supposed to call me last week, but s/he didn't, so again, why would s/he now?

VWCC also would not provide me with the contact information for the regional rep for VWOA and stated that I could only get that through the dealer. Which, I will obviously have to be crafty about because no one wants to talk to me as is.

Which brings me to another point. If they stand behind their statements so much, why wont they talk to me? Why wont they return calls when they say they will? They were supposed to call me to update me on my car each day, and they don't. The only person that ever calls back is the service writer after I nag him for an update and VWCC when I file a complaint.

In the end, I guess I lose, I get my car damaged, I get back work performed on the car and I am just expected to sit back and take it because I am the lowly consumer. I will be out the money on th wheels it seems like, but in the end, the shoddy workmanship will come back to them when the car is returned at the end of the lease.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: ianacole on March 19, 2007, 09:05:33 AM
Demand that VW pays to have it moved somewhere else (Osborn would be my suggestion).
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 19, 2007, 09:23:05 AM
Ian, I am researching that option, but I am still holding out an inkling of hope that they will work with me on this. I fear leaving it there and I fear removing it from their lot because each has negative potential.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: ianacole on March 19, 2007, 09:25:10 AM
That's fair, but with the number of calls, protests, complaints, and this thread, it's easy to identify that these issues were identified and brought up to McDonald's before the move was made.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 19, 2007, 09:37:30 AM
The service write just called to let me know the part will be in today and the car "should" be done today. He also restated that the Parts/Service director "should" call me this afternoon and is in meetings until roughly 11am.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: jayryan on March 19, 2007, 09:59:03 AM
Jay, talking with a friend of mine on the phone who's in turn relaying this to the owner of Emich. I explained a bit of the situation and he suggested  you go in ask for the area rep's name. I have his name, but my connection wants to make sure the proper channels are touched first so they're reluctant to give me his contact info. They will give it to me, but want to make sure you just ask for the reps info.

The rep usually deals with faulty VW's and not dealership issues and this sounds more like a dealership issue.

He also said that you should probably go in an start dropping "the TM word." They said that's usually pretty effective and sobering to a dealership...

Anyway, I'll PM the reps name to you and you can do with it what you will. I can probably get some more info, but it really looks like dealerships just run their own game and VW doesn't hold them that accountable for their actions...
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 19, 2007, 10:16:41 AM
Thanks JR, that is pretty much what VWCC told me as well. Scary isn't it. Then again, VW would only have one dealership in each state or maybe each region if they had to manage them.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: B5_Alex on March 19, 2007, 10:33:21 AM
Just reading this make me MADDDD   :evil:

I see you posted on 1.8T.org, but have you seen the McDonald Audi rating??? It's -18.

That is some piss poor service and alot of mad customers.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: ColoradoB5 on March 19, 2007, 01:16:13 PM
Holy smokes, Jay!  That is terrible!  Denver has a pretty serious aftermarket community, and you may just consider telling them that they have been blacklisted on all of the local forums.  I am sure you could get DCI to put up a post too, and try and get VWV covered in the local forums.

Bottom line, service this poor should not be tolerated and either they make amends to their customers by providing good service or we pressure them by waging a verbal/online campaign.

I am with you buddy, so just let me know how it goes and I will back you up.

Dub
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 19, 2007, 01:54:45 PM
The car is done, I just got a call from the service writer. He also asked in the parts and service director had called me yet and I responded no.

He is going to get the director or the service manager to give me a call. Though again, the service manager is not in so I'm not sure how that is going to be accomplished.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: jayryan on March 19, 2007, 02:11:10 PM
Quote from: "gietl";p="55950"
The car is done


Is it really? :crazy:
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: jwilker on March 19, 2007, 02:19:02 PM
and satisfactorily? is that a word? I hope so.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 19, 2007, 02:24:53 PM
All I know is I am going home first and picking up my camera and taking lots of pictures when I get there and I plan on spending a long long long time going over the car before it leaves the lot.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: jwilker on March 19, 2007, 02:43:50 PM
good plan
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 20, 2007, 10:28:04 AM
Hopefully we will have a resolution this week, we have the car back. Looking into having the wheels refinished. I need to get a "second opinion" on the damage to see if it could have possibly been caused by anything other than a tire machine.

I'll keep you all updated obviously and post up some pictures when i have some time.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 22, 2007, 09:52:18 AM
They called me the other day and told me the approximate costs for the refinishing and what they would pay and what I would be expected to pay. I let them know I still needed to get the car into Osborn to have the damage looked at per our previous discussion.

I am still waiting to hear about about how we would work the refinishing as I don't have an extra set of wheels for the Passat. I need to see if the wheels from my Audi will work. I could just throw my winter wheels on the Passat and put my Summers on the Audi. :)

I just need to make sure the bolt pattern and offset are okay. I do have spacers currently on my winters to clear the front brakes better on the Audi.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: Docwyte on March 22, 2007, 11:19:41 AM
the wheels from the audi should fit the passat, as long as it's an A4/S4 and not a TT.  The Passat has the same 5x112 bolt pattern that the A4/S4's have.  If you need wheels, let me know, you can roll around on one of the spare sets I have.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 22, 2007, 11:22:57 AM
Thanks for the offer, if my sets wont work I may take you up. I would expect it would only be for a week or a little longer.

As for my fitment concern, it's only due to the age of this car, since it is a UrS4 (C5) I wasn't sure if things were the same way back then as they are today. The offset on the B6 is a bit different than the B5(.5)/C5 as well so not all wheels work.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: Docwyte on March 22, 2007, 11:25:13 AM
Bolt pattern is the same, as long as the offset is around 35mm, you should be ok...
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 22, 2007, 11:27:30 AM
Danke
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 28, 2007, 07:56:25 AM
Have been playing a little phone tag because of my busy schedule. I did get a call from VWOA last night asking me about my service experience. It turned into a 30 minute call talking about my "experience."

I was really impressed with how the person I spoke with was intent on getting all the details and understanding the situation. I also had to correct them, they said my car was in and don on March 15, when in fact it went in on the 10th and we didn't get it back until the 19th.

So I am sure McDonald Automotive will hear about this as well, but I do give them some credit for trying to work with me. Hopefully we will have a resolution before I head out of town.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 03Indigo on March 28, 2007, 08:03:55 AM
nice, at least someone is listening...now the proof of the pudding is if they actually do something to correct the situation and your wasted time.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 29, 2007, 01:01:08 PM
This should be one of the last updates....

Got a call this morning, we have an acceptable and fair resolution. McDonald is taking full responsibility for the refinishing of the wheels and putting us in a rental while they are being refinished. They expect a couple days on the work. We should be getting this done late next week or the following since I am getting ready to head out of town for a few days.

While I am still a bit upset, I am looking forward to this situation being a thing of the past. I know McDonald feels the same way. I am a very fair person I believe, so in being fair I will say that even though it took some time, they did step up and come to terms with a resolution that is agreeable to both parties. The parts and service director was very friendly through the whole process and while we had to play some phone tag with our busy schedules talking over the resolution was pain free.

I am still apprehensive about ever going back there for service, I do have some piece of mind knowing that they did address my concerns even though it took a lot of my personal time and grief. If you ever do choose McDonald Automotive or any other dealer or shop, I highly recommend doing a walk around to ensure that everyone is on the same page about the condition of the car at drop off. While 9 out of 10 times nothing happens, it just takes that one time for there to be a mistake that causes some sort of damage.

I'd like to think that if someone damaged my car they would step up, but not unlike Alan's recent parking lot incident, unless you have a witness or someone who is willing to confess it can be very difficult to get a resolution.

Sorry this is long winded, but I did post all the negatives so I have to be fair and post the positives. I am also yanking the ad at the top of the site in good faith. They made no reference to these posts or the site, so there is no "We'll do this if you remove that."
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: Denvernoob on March 29, 2007, 01:45:17 PM
im glad this worked out for you.  you are certainly not the first to have issues there, nor will you be the last.  the ONLY reason you had a positive resolution is your persistance.  believe me, if they thought for 1 sec. you would back off, they would not have done what they did for you.  they have a notorious local reputation....and for good reason.  I've had several friends have issue there...

i can appreciate you bringing the positive to light, and that speaks volumes about your character....and likewise im glad the situation is resolved.

if your are lucky, you will have 4 refinished wheels, in 4 different colors of silver, about 3 months from now. :lol:
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: aowhaus on March 29, 2007, 10:11:25 PM
nice to hear that McDonald is cooperating -- they should know full well that word will get around of their negligence if they don't accept their fault and be responsible for their mistakes.  That's the power of the internet and car clubs!  :thumbup:
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 03Indigo on March 29, 2007, 10:14:15 PM
ahhh, screw them, even if they are going to make it right, they sure put you through the ringer.  i will never go to them, nor will I ever buy a car from them.  I will also tell all those interested in buying a car from them to go somewhere else.  having your car worked on should not be such a stressful situation.  Simple as that for me.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: gragravar on March 29, 2007, 10:15:16 PM
Quote from: "03Indigo";p="56401"
ahhh, screw them, even if they are going to make it right, they sure put you through the ringer.  i will never go to them, nor will I ever buy a car from them.  I will also tell all those interested in buying a car from them to go somewhere else.  having your car worked on should not be such a stressful situation.  Simple as that for me.


yep, what he said.

glad to hear your car will be back to normal Jay.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: aowhaus on March 29, 2007, 11:17:19 PM
at least everyone here knows what really went on.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 30, 2007, 11:54:43 AM
Looks like we will be dropping the car off first thing next Thursday morning.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 03Indigo on March 30, 2007, 02:41:02 PM
when you drop it off, take a bunch of pictures while you are walking around the car with them.....let them know you are "watching" them and don't want to waste any more of your time.

you are much nicer than me, but that is what I would do...
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: scottvw on March 30, 2007, 02:51:54 PM
Hey Jay,

The VW regional rep lives about 5 houses away from me.  I first noticed that he had 2 06 Passats in his driveway and stopped to say hi one day when I saw him out.  I told him that I was envious of his 2 06's since I had 2 '02's.  He informed me he was the rep.  If things get really bad we can park in front of his house with all of the club members and have a sit in.  I live in Highlands Ranch off Quebec south of Lincoln behind Redstone Elementary.

This dealership rub scares me about getting a new ride one day.  Thank goodness for Randy.

Good Luck,

Scott
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on March 30, 2007, 02:55:04 PM
Thanks Scott, I keep forgetting you are so close to me. :)

Jon, yeah, I am nervous, but I think they know I am watching and we WILL do a walk around when I drop the car off.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 03Indigo on March 30, 2007, 03:23:37 PM
Dude, Scott, you live right near my sister, she lives in the Hearth.

I am all in for a sit in :)
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on April 06, 2007, 10:32:01 AM
We dropped the car off yesterday, then came back later with the all seasons so they can put hose tires on when the wheels come back. While dropping off the tires last night they informed us their wheel refinishers couldn't do the work. Or at least they said they weren't sure how to do the work since the wheels are machined.

Now they are off to Spec to be refinished and we should have them done by Tuesday or Wednesday.

I'll update again as we get there.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on April 10, 2007, 11:58:51 AM
I got a call last night that it was all done, I also had them replace my broken TPMS sensor. We couldn't get the car last night, then they called me today. They checked over the car again and two wheels were not acceptable so they are now back at SPEC getting refinished again. Should have the car back in the next day or so.

I will give them this, they are really doing their best to make sure this is all done right.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: DenverPat on April 10, 2007, 12:10:16 PM
Meh....too little to late IMO.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on April 10, 2007, 12:18:13 PM
I'm still not a happy camper over this whole experience, but I am a fair person, so while I may bash them in this thread, I will at least be fair enough to highlight their good things even if it is late in the game.

I am just thankful we didn't go down last night or first thing this morning. I would have hated to be the one to point out an imperfection.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: SweetVW on April 10, 2007, 12:57:04 PM
Jay, I give you allot of credit to stay calm and stick to your guns.  I am glad that this is winding down.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: jayryan on April 10, 2007, 05:31:12 PM
Good call Jay. At least they determined that two wheels were not up to par and took the initative.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on April 16, 2007, 06:00:40 PM
The saga continues.....

I got a call Friday, cars done! Halfway home, I get another call, TPMS sensor warning wont turn off. I tell them to keep it until today to resolve that issue.

I get a call before lunch that it's all done. We head down this evening, drop off the rental and walk down to the service department. I see the car out front, we get the service writer who has been working with us this whole time.

We go back out to look everything over. I first check the passenger front, looks good, looks great even. Get to the passenger rear, not so good. Looks like there are marks, you can't feel them so I am wondering  if it is a clear coat issue? Then over to the drivers rear, looks okay, a few imperfections, but I can live with it. Drivers front...OMG..totally unacceptable. I can feel the scratches which quite possibly might be new!

So I refuse to take the car, the SW is fine with that and says the manager will take a look tomorrow. Of course we were slightly chastised for returning the rental car for this very reason. I was like, well you've had the car for almost two week, sent wheels back twice. I actually believed everything was done!

Now the rental car place is closed, so it was an $18 cab ride home. I am not happy, but it's not like I am going to explode. However, I am extremely disappointed and still recommend avoiding McDonald Volkswagen. I know Spec did the wheel refinishing, but in the end, McDonald is responsible for ensuring that everything is DONE before attempting to deliver the car to me. On top of all this, when everything is said and done I still have to give them money for the broken TPMS sensor I had that I asked them to replace since the wheels and tires would be off.

Story of my life I tell ya.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: Colorado_Baja on April 16, 2007, 07:04:09 PM
Man Jay, Im sorry to hear your still having problems.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: ianacole on April 16, 2007, 07:40:35 PM
Damn Jay - wanna borrow the Volvo?
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: DenverPat on April 16, 2007, 08:18:54 PM
Par for the course, my friend.   :x
Sorry to hear you have to go through all this.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: aowhaus on April 16, 2007, 10:25:18 PM
stupidity and incompetance -- totally unacceptable.  :thumbdown:

I suggest sharing your complaints here:
http://1.8t.org/dealers/?fs=co&sd=desc  
McDonald Audi is rated the worst dealership in CO, and there's only one rating for McDonald VW, so I think you should add your experience there.

Sorry to hear you still have to deal with this nonsense.
They should've provide you with a loaner car since the rental place is closed and the inconvenience and trouble you had to go through.
They used to have a shuttle service, but in my experience they could not be trusted or relied on at all.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on April 17, 2007, 07:34:08 AM
Quote from: "ianacole";p="56964"
Damn Jay - wanna borrow the Volvo?


Ian, thank you very much for the offer, I did get your message this morning as well. We are good. VW had been paying for hte rental and we could have gone and picked one up this morning. Once we find out more today we will either go get another rental from them or I'll just chauffeur Renee around until they are done.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on April 17, 2007, 07:35:51 AM
Quote from: "aowhaus";p="56973"
stupidity and incompetance -- totally unacceptable.  :thumbdown:

I suggest sharing your complaints here:
http://1.8t.org/dealers/?fs=co&sd=desc  
McDonald Audi is rated the worst dealership in CO, and there's only one rating for McDonald VW, so I think you should add your experience there.

Sorry to hear you still have to deal with this nonsense.
They should've provide you with a loaner car since the rental place is closed and the inconvenience and trouble you had to go through.
They used to have a shuttle service, but in my experience they could not be trusted or relied on at all.


Alan, I posted the only review of McDonald Volkswagen on there. :) Might be time to put the banner ad back up on the site.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on April 18, 2007, 08:00:54 AM
We have the car back! In the end they just put a new wheel on the front ant it appears they either had the rear one redone or found another one that was better to replace it with. We are satisfied with the end result, though it was still an ordeal larger than anyone should have to deal with.

Some points going forward. We all know dealerships are in business to make money. They need to attempt to find that balance between staying profitable, having good customer service and doing quality work/offering quality products. When one of these area's gets out of balance it can really create a big mess. Not just for the consumer but for the business.

I can sit here and speculate about their business practices all day, and I think from the comments in this thread and the others found on the web most people can probably figure it out. A consumer shouldn't have to call anyone out on something. I understand mistakes happen, those come in the form of bad work and damage/accidents. It happens, it's a fact of life. However, you have to be responsible for your actions and step up when you make a mistake and own it.

While to the very end McDonald denied any wrong doing, they did step up and remedy the situation by having the wheels refinished. Were they obligated to do that, no. Did I threaten them or force them into it, no. Had this just been taken care of right away, had they not tried to deliver the car to me in this condition and with shoddy work I could almost sit here and say, go to them for service.

This is behind us now, thankfully, but I will think twice even if they are more convenient. One last thing, I've said it before and I can't stress it enough. Make any shop you work with do a walk around on the car. If you have scratches or damage make them aware of it. Make them know that you know your car, the good and the bad.

Now hopefully this will die out, eventually the Google ranking of this thread will drop and everyone will be happy.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: DenverPat on April 18, 2007, 08:11:08 AM
"While to the very end McDonald denied any wrong doing..."
To me, accountability means acknowledging any wrong doing, not just making it right in the end.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: 92UrS4 on April 18, 2007, 08:15:16 AM
Agreed
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: BHase on April 18, 2007, 02:40:46 PM
I almost feel like I was keeping a secret. I worked for VW/Audi service at McDonald from 00-01 and let's just say I never took my Audis there.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: masterqi on April 18, 2007, 03:03:12 PM
Quote from: "gietl";p="57029"
I will think twice even if they are more convenient.

Are you kidding? Do you even need to think *once*?   8O
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: aowhaus on April 18, 2007, 07:58:13 PM
Last time I looked there was one other very unfavorable review of McDonald VW -- anyways, I did leave a bad rating on my experience for McDonald VW but at that time VW and Audi McDonalds were one.

Making a quick buck and screwing your customers is one thing but having respect, repeat clients and referrals are the most rewarding and speaks volumes.
Especially in the car industry, where there's a bad stigma and stereotype associated with them, and any decent reputable dealership should try their best to keep their customers happy and coming back for more business.  My folks are on their fourth Acura from the same dealership simply because they offered outstanding customer service and they could trust and rely on them.

Hope that's the end with your experience with McDonalds.
There are many better VW dealerships out there.
Title: Re: Stay away from McDonald Automotive VW for service!
Post by: ColoradoB5 on April 19, 2007, 12:18:57 PM
I'm glad it worked out in the end.

It's too bad you had to go through that.  Cars are very imporant to people.  Not everyone, but to some people, they are, and for those people, it is worth it to drive a long way for good service.  Service should be an easy experience.  Take your car, get the work done, and get the car back in the same shape as it was dropped off in.

This is a no brainer, and anyone that has the smallest inkling of how customer service works will treat the customer better than their own family, for this is how they make their money.  Your reputation in the Customer Service industry is your most valuable commodity.

If you want a clear example of how hard it is to overcome bad publicity, look no farther than eBay.  Would you buy something from someone with a REALLY bad rating?  No way!

McDonald, VW, I bought my car from you, but due to this experience and others that I have had, I won't buy another one and won't service my current car or future cars there, unless there is a MAJOR turnaround.

Schade!