ComplaintsforHarper Volkswagen

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on May 17th I took my 2013 Jetta Volkswagen to Harper Volkswagen on Knoxville. I was able to get my car to turn the ignition switch after an hour of playing with it to get it to start. I know once started it would be hard to start it again as the ignition switch was sticking and grinding. I parked it at the church next to the dealership as they were closed. On saturday I dropped off the key with a report of the issue. The dealer had to tow it in as they could not fully insert the key into the cylinder to turn the car over. They sent me a quote on monday with the cost to repair the vehicle. This total was 1658.25, I agreed to the terms to have the Repairs made and 4 tires replaced. The dealership came back and said they would have to get a new key, which I thought came with repairs. Not stated they would use my key. Never discussed this. They said my key was destroyed but I am not sure how my key was destroyed because they originally stated they couldn't fully insert it into the cylinder and now the key doesn't work and I need a new key. They now have sent me a new quote of 2124. Which is not what was agreed by and signed on the first Quote. I contacted VW to get a dealer rep. They said they could not, and said they stand by their dealers decision. The dealer is trying to get more money for a repair that was already agreed upon and now I am being strong along for new expenses.

  Business response

  06/06/2024

  The customer brought his car in with an issue. We diagnosed the issued and sent him an estimate to repair the issue. In almost all circumstances, to fix the issue with the car we are able to re-use the existing key and reprogram it for the new ignition. Because of this we did not include a new key in the quote. We are not in the business of quoting and charging customers for products and/or services that they do not need. After repairing the issue under the original quote to the customer, the key he provided was unable to be reprogrammed because of the bad condition that it was in. We tried to reprogram it and use it, but it was not in good enough shape for us to get that done. Because of this, the car would not start and stay running. When we learned that the key the customer provided could not be reprogrammed, we contacted the customer and told him he would need a new key and what the charge for that key would be. He refused to pay for the key and made accusations that we were trying to take advantage of him because of his age or something to that effect. This is a ridiculous accusation and one that has never been made here before. We were simply trying to not charge him for a key originally if he didn't need one, but it ended up that he did. This customer was incredibly rude to my service advisor that he spoke to, used inappropriate language at my service manager when they spoke and then in subsequent emails, and when I contacted him from my vacation out of town he was very rude to me and hung up on me after threatening legal action when I tried to explain the situation. At that time, I made the decision that we were no longer going to work on his car and that he needed to pay the current bill and pick his car up. Harper Volkswagen has one of the highest rated service departments in the country with customer reviews - we are always up front and honest with the customer. The customer came in a few days later with a "representative" and tried to approve the charge for us to replace his key. He was told that we would not do that and he needed to take the car somewhere else because of his actions towards my employees and me. He came a few days after that and paid his bill and removed his car from our property. If this continued libel against the company continues, we will be taking further actions against this customer. We are not in the wrong in this situation in any capacity as we were trying to NOT charge the customer for products and services that he did not yet know he needed.

  Customer response

  06/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: I went in with a damaged key, when I dropped off the key I stated I needed a new ignition system, as well as a key. The key was bent and damaged anyone looking at this key would know that a key would be needed. When I got the original quote I assumed it was a quote to have a running vehicle that I could drive off the lot. When expressing my frustration the service manager he hung up on me and was rude to me by cutting me off.  I could have used different words to describe my frustration and I did ask to try communicating again and called back to work it out. I then was ghosted immediately. When Harper states they are not in the business of adding extra items to be quoted this is a lie as supporting documentation shows they were trying to sell me new spark plugs air filters and break fluids. All I asked for to be repaired was the ignition assembly and key. Because Volkswagen has a monopoly on the keys I knew this would only have to be done through the dealership. 
  
  Sincerely,
  
  ***** ********

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