tely. I didn't even want to talk to the manager because I didn't even ... read more tely. I didn't even want to talk to the manager because I didn't even trust the guys to do work on my car after the way they handled this situation. They clearly knew they messed up. Never again. I will continue driving out of my way to Fairfax, VA to get supreme service even it it is WELL out of the way. I wasted 2+ hours at this place.
half later and figured it would be a good time to check in considering... read more half later and figured it would be a good time to check in considering it doesn't take long to reset a TPMS system and I hadn't received a phone call. I came back to the service department at about 8:45am and when my service manager saw me walk in the door he asked me if I was actually waiting for my car. I said yes, that I had been waiting. He said that he didn't know that I was waiting because I hadn't indicated so. My car had been parked in a lot and the technicians weren't going to work on it until later in the day. He said they had taken in a number of cars before me and it would be at least another hour before they could look at my car. Mario asked me when I brought my vehicle in if I needed shuttle service to the metro before I left. At that time I declined. I was never asked whether I would be waiting around or coming back later in the day. Just because I did not wait in the waiting room does not mean I am not going to wait around for my vehicle. I am entitled to walk outside. I told my service team leader that I made an appointment for 7am the day before. He said that a scheduled appointment is only to speak to a service advisor and does not guarantee when your car will be serviced. Mind you, I was the first person at the place before they even opened! I also indicated to the person I spoke to on the phone making my appointment that I didn't need shuttle service and would wait around. My service advisor said that this information had not been recorded on the service/appointment order. At this point I was very frustrated but remained calm. I would assume Mario would do whatever possible to expedite my service and rectify the situation. He did nothing. He made it seem as if it was my fault for not clearly telling him I was waiting around. Mind you, he never asked me. A good advisor would have gone out of his way to make sure his customer was happy. Remember, this is a customer service position. This guy shrugged. I demanded to get my key back immedia
Service date/time: November 11 at 7am Service team leader: Mario ... read more Service date/time: November 11 at 7am Service team leader: Mario On November 10, 2011 I made an appointment over the phone for 7am the following day. On November 11 I took my Passat in and was the first person in the service lane at 6:45am so I assumed the service team would get me in and out quickly. This is considering that I had an appointment. I walk into the service department and was not greeted by any of the team leaders. It was if I didn't exist until I stepped up to speak to one of the team leaders and opened my mouth. I tell Mario I simply need my tire pressure monitoring system (TPMS) system reset. He asked when the last time I had tires put on the car. I told him about 4 months prior. He says that it's possible that someone broke a sensor. I said that the car was serviced a week ago when I got an oil change but that they were unable to reset the warning system and I needed to bring it to a VW dealership. Then the guy told me it would be no charge if it was just a matter of resetting the system but a $110 diagnostic fee if resetting the system was not the fix. I told him that I would rather not authorize that diagnostic fee at that time but would gladly discuss it with a technician if they encountered a problem. I even mentioned that I preferred to have someone give me a phone call if there was an issue. Apparently he didn't like that answer. I work for NHTSA in vehicle safety and am well aware that this can happen to vehicles during times of climate change. I also work with vehicle manufacturers and dealer associations on a regular basis I simply did not want to have to pay to have the service center to hook up their system to my car's computer when the TPMS sensors had been checked the week before and were in tact, working properly. After some back and forth I gave Mario my car key and authorized him to do only the work I asked for. I left and walked up to Starbucks which was a couple blocks around the corner. I looked at my watch an hour a
