Joe Machens Volkswagen - Service Center

About 12 months or so ago, we brought our 2015 TDI VW Passat into JMVW for a routine service and oil change.  At the conclusion of the service, your representative showed my wife an issue that he felt ne Passat into JMVW for a routine service and oil change.  At the conclusion of the service, your representative showed my wife an issue that he felt needed attention.  The auxiliary water pump was leaking or it was leaking about the hose.  Your representative was not sure and he told my wife he would see if it was under warranty and get back with us on if it was or not.  I still have the picture. We never heard back from your business or the representative and we brought the car in for service again about 8 weeks ago and I asked your representative about it and he said they would look at it when they changed the oil.  I also brought up how the climate control was only allowing heat on one side and would blow cold air on the other. At the conclusion of this service call your representative made no mention of the auxiliary water pump nor the climate control but did say that the timing belt needed to be changed.  When I asked why they had not looked at the auxiliary water pump he did not have an answer and gave me an estimate of about 2200 dollars to fix the timing belt.  He too said he would check and see if it was under warranty and get back with us regarding this. He never did Three weeks ago I called and a female representative took my name and information and said she would have someone from the service department get with me. I told her I had been told one thing by one rep and that another rep went down a tangent about my timing belt and said nothing about the auxiliary water pump.  She assured me that both previous reps were checking to see if this was still a warranted repair and she said she would check and relay that message to the service department. That was 3 weeks ago and no one from your service department, business, or help desk has called us back.. My Passat is leaking antifreeze and it is parked.  No one has reached out, e-mailed and I don't know what has been relayed and what has not been relayed.  Why a service rep could not pull the prir ticket and see that reference had been made to the auxiliary water pump remains  a mystery to me.  When we have not been contacted despite our reaching out I do not know.  Why another rep ignored my question about the water pump and tried to sell me on a timing belt and even when I asked again had no answer I do not know.  Why they could not respond to my climate control question I do not know. I have enclosed the picture of the auxiliary water pump the first representative told us needed to be fixed but they never called us back to verify if it was still under warranty,  The climate control is probably an actuator as the passenger side heats and cools just fine.   I need some kind of response and would expect some answer regarding this matter should not be that hard to obtain. In a nutshell:  The auxiliary water pump appears to be out and there may be a failed hose in its path. Is this under warranty?  I have purchased 3 cars from Machens and I am currently hesitant to ever buy again or recommend your business based on my experience. More

JMVW always makes me feel like I am a priority. They keep me informed about the status of my vehicle. The service department is spectacular! Their customer service is top notch!! They keep me informed about the status of my vehicle. The service department is spectacular! Their customer service is top notch!! More

I believe they did a wonderful job and my service. Writer is very pleasant and informative. Writer is very pleasant and informative. More

Good service, was in and out really fast. Bought one car and leased another. Thunk you Bought one car and leased another. Thunk you More

Easy to work with and really quick and efficient service. On the expensive side but would use again. On the expensive side but would use again. More

Autum is excellent, could not recommend her more. Professional, knowledgeable, and easy to talk to. Professional, knowledgeable, and easy to talk to. More

I was very impressed by the level of communication, support and professionalism! I look forward to their service in the future. support and professionalism! I look forward to their service in the future. More

Staff was polite and knowledge. The work was completed in a timely manner and the waiting area was comfortable. The work was completed in a timely manner and the waiting area was comfortable. More

Easy to schedule service, very prompt, always professional. Excellent service department and sales. They treat you better than family professional. Excellent service department and sales. They treat you better than family More