TYPE:ServiceMODEL:TiguanYEAR:2022
Dear Volkswagen Reading, I am unsatisfied with my experience making the appointment and the beginning of the appointment. On Friday June 27, I contacted the VW Reading parts department to get a quote for new tire. The parts rep explained the buy 3, get 1 free deal that was going on. The parts rep quoted me $910 for tires and install, so I ordered the 4 tires, according to the deal. The parts rep explained that someone from the Service department would contact me on Monday June 30 to schedule the appointment. I never received a call. On July 1, I called to schedule an appointment and no one answered. I left a voicemail that explained the tires I ordered and that I needed to schedule an appointment to install the tires. I never received a call. On July 2, I called the service department again and finally someone answered. I explained that I ordered the tires and that I needed to schedule an appointment. I scheduled the appointment for Tuesday July 8. Upon arriving at VW Reading on July 8, the service rep I met with showed me their computer screen with the price for the 4 tires, installed, was going to be above $1,200. I explained that the parts department rep ordered the tires for me according to the buy 3 get 1 free deal at $910. The service rep explained that deal was for “last month only”. I responded with dissastisfaction and asked the service rep to honor my price and provided background on the above experience. Ultimately, the service rep left to discuss with the manager and my quoted price of $910-ish was honored. However, the experience leading up to this point was fragmented and chaotic, from my perspective. VW Reading “dropped the ball” when it comes to communication between their internal departments which lead me to have a face-to-face confrontation with the service rep. I opted for VW Reading because I had trust in them over local tire specialty repair shops but I will be reconsidering my service decisions for my VW Tiguan in the future. Regards, Mike Umbenhauer