Mike Maroone Volkswagen

HORRIBLE experience!! I contacted Mike Maroone on March 13th, due to an issue with my 2013 VW Golf R. I was directed to Andre, the service writer. I let him know what was g I contacted Mike Maroone on March 13th, due to an issue with my 2013 VW Golf R. I was directed to Andre, the service writer. I let him know what was going on, and since my drive train warranty is still valid, consulted him about having my car towed to the dealership to be looked at and diagnosed. The oil pressure light had come on while my husband was driving, and a ticking sound was heard. We discussed that my car was not tuned, however, I have a downpipe on the car as well as a cold air intake and coil overs. I wanted to make sure this would not pose an issue for the warranty, but I knew it should not. I was told there was a chance it would be an issue, however, he had personally seen cars come in, as well as his own, with an after market downpipe and the warranty still stood. I was told he consulted the foreman and technician, Stuart, and he said there was a good chance it would be ok and to bring it in. I went ahead and had it towed there that day. They asked for oil change receipts the following day. I did not have them, however, I did have my Carfax history, proving the oil had been changed at dealerships and at the correct intervals for service. I provided these via e-mail to Andre, who stated he forwarded them to Tina, the service manager, and would let me know if they suffice. I did not hear back anytime soon, so I e-mailed Andre that Saturday to get an update. I did not hear back. I called on Monday the 19th. Andre stated he had e-mailed me, but I did not receive an e-mail. This was the beginning of the issues. I was told that they “needed” to drop the oil pan to further give Volkswagen a diagnosis of the car. It was quite obviously a rod knock, but I went ahead and listened. I had no choice but to oblige, because I was told it needed to be done. The problem was, though, if it was not warrantied, I would have to pay additional labor for this. Andre seemed reassuring, though, and told me that when Stuart had talked to TechLine for Volkswagen, that they “skipped over” the fact when he mentioned my aftermarket downpipe, so it sounded good as far as probability for the engine. They did, however, have questions about my ecu and that it was tuned because no check engine light codes came on for the downpipe. I told him it was not tuned. I was then told they had “hooked it up to their machine and it didn’t say it was tuned,” so I figured that was the end of that questioning. I went ahead and told him to tell Stuart to do what they needed to do as far as the oil pan, again, because I had no choice. I was not told they could diagnose the car WITHOUT dropping the oil pan, so I had to let them do it. After telling him ok, we hung up, and I did not hear anything further. My husband finally physically went up to Mike Maroone dealership on Thursday to get the base of my son’s car seat, and see what was going on. He was told there was some sludge build up, also questioned about me not having O2 sensors. My husband did point out to Stuart that there were OBVIOUS O2 sensors, and did tell him there were spacers on it as well, and that’s why the engine was not throwing codes for it. NOT that it was tuned. By this point, Stuart had already submitted to VWoA that I not only had a catless downpipe, but no O2 sensors, and that my car was tuned. My husband was told he would update the system. I was then called by Andre, stating there were no O2 sensors. Obviously there was no update by Stuart, and I had to explain, again, there but were O2 sensors. Apparently, there was still not diagnosis on my car, and they were waiting to hear back from VWoA. Still did not hear anything for an additional week. It had now been 3 weeks since my car was dropped off, and this was the little communication we received, unless I called or my husband physically went to the dealership. I was finally called on Monday, March 26th, by Tina, the service manager. She explained my car was not falling under warranty from the information they submitted to VWoA. I then questioned her on needing further information on the diagnosis of the car and the reason for denial on the warranty. She made it clear that not only did she not care to talk to me, but she did not have time. She told me she was leaving the office now and “I needed” to call Andre that afternoon to get more information. This was from a MANAGER. I hung up and called Andre that afternoon. He admitted to me he had been on vacation for a WEEK. During this time I had no updates, no information, and no one to call me saying this was the case and give me a point of contact should I have any questions while he had been away. He told me all the paperwork said was that I needed a new “motor”. No diagnosis, no reason for denial. I asked for the pictures Stuart had taken of my car e-mailed to me, and the answers to the diagnosis and warranty denial. So during this whole time, I personally have had to call and check on status, told specific information to them that was not updated, and every person who talked to me had absolutely no information but that they were not honoring my warranty. Finally, around 8pm that night, I get an e-mail from Andre. Pictures of my downpipe, and sludge on the oil pan that were submitted. I was told that the car did have a rod knock (go figure). I was also told VW denied my car based on the downpipe and that the ecu was questioned as being tuned. At this point, I contacted them and asked to speak with the General Manager, as Tina was out of the office. I spoke with Aaron Captain, who told me he felt the information they sent to VW was good (even after the foreman blatantly told VW that I had no O2 sensors, and in the first picture, there they were clearly!). He told me the “ball was in my court” and to contact VWoA customer care. I did, and was told I was denied because the car was tuned. Livid, I told the regional manager, “Natasha B” that the car was NOT tuned. When I started to talk about them needing to pull my ecu and do further testing to prove it was not, I was told “never mind, I have misinformation. You have an aftermarket downpipe and that automatically voids warranty. We are not fixing your car.” So now I’m even more upset. She told me that it was known not only that my case was closed on the Friday before Tina called me, that the modification of a downpipe was known by everyone at VW to be a disqualification. So if this was the case, why was I told to bring my car in from the beginning? That means the foreman, Stuart, knew from the get go that my car would be denied, and I was given a false sense of hope that it would not affect the warranty. They also dropped the oil pan for no reason, again, with the knowledge my car would not be warrantied, and I would be stuck paying over $600, when I would be denied, and need an additional estimated $14,000 for a new engine. I questioned Aaron, the GM, on Saturday March 30, as he told me it was VW’s decision, not the information submitted, and VW told me it was indeed the information submitted by the dealer, that voided warranty. I still had NO answers. I told him I did not find it fair for me for pay $600+ with how this situation unfolded from the minute I called, the lack of communication, the fact NO ONE knew anything between the several people I talked to, and the fact it was known from the beginning I would have been denied. This has been a complete un-professional and horrible experience. He told me he had “questions” from all that I discussed with him, and he would talk with the guys who “handled” my case at VW, talk to VWoA, and get back with me most likely Monday. It has now been ANOTHER week and I have not hear back! I called today and was sent to Voicemail. Please, go elsewhere if you want to be treated fairly, with respect, ultimate care/consideration, and by staff who actually know how to communicate as well as a knowledgeable technician. More

Poor Customer Satisfaction My wife and I ordered a very specific Altas on 07Nov17. We gave a deposit and were told the vehicle was ordered. We were told the Atlas would be rea My wife and I ordered a very specific Altas on 07Nov17. We gave a deposit and were told the vehicle was ordered. We were told the Atlas would be ready by February, at the latest. Stopped in recently to verify delivery date and now told our Atlas will not be ready by the expected date. Now the delivery date is expected mid March to mid April. I was also told I cannot apply my $500 deposit toward another Atlas on the lot. I am beginning to believe the vehicle was never ordered in the first place, dealer mistake and I am paying for it. Poor customer service. More

Best service Great service and an excellent group of people. The only place i trust to bring my passat to be worked on. Loyal service, Thanks guys! ~Nolan Great service and an excellent group of people. The only place i trust to bring my passat to be worked on. Loyal service, Thanks guys! ~Nolan More

Megan is so helpful and nice! She got me the exact car I wanted and is very easy to talk to. I had a pleasant experience and I gor exactly what I wanted for me and my family. She got me the exact car I wanted and is very easy to talk to. I had a pleasant experience and I gor exactly what I wanted for me and my family. More