Morong-Falmouth - Service Center

Don't go there My wife brought in a Miata with only 44,000 miles that had a battery that would not hold a charge because it had a parasite in it. It only needed a ba My wife brought in a Miata with only 44,000 miles that had a battery that would not hold a charge because it had a parasite in it. It only needed a battery replacement. The car is only used in the summer is always garaged when not used. Her bill was $547.24 because they replaced a 'worn' SERP belt which should have lasted 70- 100,000 miles and did almost an hour of 'diagnostics' on the electrical system that wasn't needed. The prices quoted on the internet for these services is $325.00 even if we did need them which we didn't. I spoke to the service manage and he would only give credit for a future oil change. Don't go there. More

POOR SERVICE When I called for my 55k checkup I was first quoted $686, I asked why was it so much, she then changed the price to $368 and then again $268 along wit When I called for my 55k checkup I was first quoted $686, I asked why was it so much, she then changed the price to $368 and then again $268 along with telling me what would be performed. When I brought my car in yesterday I received another price, and half of what was told would be serviced. The didn't ever clean the car. When I spoke to the service manager he told me that he can pull the car out front if I didn't like it. I then called the owner of Morong, he was a little more help as he spoke to the service manager but when I went to pick up my car the manager was more rude in person than over the phone. The owner offered to wash my car him self... not a great experience in the least. Nothing resolved and a VERY unhappy customer. I live in the same town as Morong and will not promote positive thoughts there way. More

Good until I could have died. For awhile I had no complaints, but the following service leaves a really poor taste in my mouth. Here is the email I sent to the service departed abo For awhile I had no complaints, but the following service leaves a really poor taste in my mouth. Here is the email I sent to the service departed about my concerns: I recently decided to bring my car in for some scheduled maintenance that just so happened to be the first time out of warranty. My reasons for doing this were I had an upcoming trip planned that would involve a good amount of driving and according to the cars service screen it was about time. I showed up to the dealership to drop my car off and mentioned the few additional concerns I had: needs a new inspection sticker, I have occasionally been getting sporadic status warnings such as "check front right side light" and "check rear right side light" even though all the lights appeared to be working, and lastly I needed to purchase an extra tire bolt as I had discovered one was mysteriously missing when I switched off to my winter tires. I get a call that afternoon saying they discovered my exhaust is basically about to fall off and would I like them to fix it today for X amount of money, to which I tell them go for it. Shortly thereafter I'm called again and told they need to order some parts to do the do the water pump and exhaust fixes that are under warranty/recall so they'd like to keep the car for the weekend. As is seemed like I didn't have much choice in the situation now I again say fine. I call Monday around noon to see if it is ready to be picked up and I'm told not yet, but if I show up before closing tonight I should be able to pick it up. So I go to pick up the car and they are just about closed, two people waiting for me before locking up as they decided to close early due to a snow storm, as soon as I come in I'm told my car is already running as they were getting ready to pull it into the garage for the night in case I didn't make it and he's gotta get going, but have a nice night. As soon as I get in I notice the warning light saying "check front right side light" is still on. I then look at my service receipt and notice they changed the front right headlight which obviously didn't fix the problem. They also never gave me a new inspection sticker, and says they replaced two missing bolts (even though I only needed one) which is $30.50 in parts/fees. to insert and tighten one said bolt, even though part of my service was a tire rotation. I call back two days later to setup a follow up appointment so that they can do the inspection, check out the light situation (I'm told I will be billed for an hour of "electrical diagnosis time" and hopefully they can figure out the problem), as well as mention that I'm getting some really bad cabin/tire noise now that sounds like its coming from the front driver's side wheel. Girl on the phone tells me the tire noise is due to the rotation and uneven wear on the tires, but it'll go away. I call back two days later because the noises are getting very loud and I'm concerned it might be a wheel bearing, but my appointment isn't until next week still. Again I'm told not to worry, it is definitely from rotating the tires and not a bad wheel bearing and it'll go away once the tires wear evenly. I show up to my scheduled appointment, and ask how long it'll take since I need to go to work that afternoon. I'm told one maybe two hours. Three hours later I go to check in as its now less than one hour from when I need to go to work. I'm told that they haven't started but I'm up next. I say "just give me my keys please, I need to get to work." Why did I schedule an appointment in the morning if they were just going to wait until the afternoon to start? The tire noise at this point was unbearably loud and vibrating the entire cabin. I decided winter was over, maybe if I switch off my winter wheels over I can at least rule out the tire rotation as the cause. I changed the other three wheels first and then as soon as I jacked up the front right side the whole wheel shifted. Turns out 3 out of 5 of the bolts were VERY lose and the noises were most likely coming from the tire shifting side to side as it rotated. Both the bolts and area around the bolt holes have been rubbed down to a very high polish now due to all of the constant friction. So now I'm annoyed that they possibly put me in serious danger, and basically did almost nothing I asked of them yet charged me hundreds of dollars. I also easy figured out the light issue myself, my right side marker is out. Seems like the kind of thing they should have checked before just replacing the headlight (about $50.02 for parts and labor). TL:DR They proved to be mostly incompetent, all the while charging me hundreds of dollars. I shared the above with their service manager, he admitted they were at fault, and asked what they could do to try and keep me as a customer. Told them I'd like to be refunded for all the unnecessary charges, which seemed fair since THEY COULD HAVE KILLED ME. Two weeks of silence. And here we are. More

Poor experiences after purchase.. I love my car. I purchased a 2012 GLI in October of 2014 and have been very pleased with it. The buying experience was not bad at all, but I would exp I love my car. I purchased a 2012 GLI in October of 2014 and have been very pleased with it. The buying experience was not bad at all, but I would expect anyone to be on their A-game to make a sale. The experience with the dealership/service center after the purchase is a different story. It seems to be impossible to get a call back, whether to schedule maintenance or to ask a question. I have called and been promised a callback at least five times since the purchase of the vehicle. I have received ZERO callbacks. You have to consistently call them and hope that the person or department that you need can take the call when you need them to. I fully understand that it is impossible to take every call right when it comes in, but I also know that it is completely unprofessional to promise a call back and never make that call. It's to the point where I don't even bother anymore. I had scheduled maintenance done during the summer of 2015 at the service center in Falmouth. The summer months can be hot, so I wore a tank top that day. Both of my arms are thoroughly tattooed (high quality work $$$ too, but that shouldn't make a difference anyways). I received many "looks" from front desk staff, including one of the owner's sons, during that visit; I can only guess that it is because of my tattoos. Even if someone was dirty and dressed in rags, if they spent the $20k (or any amount for that matter) on a car from the dealership like I did, I would expect them to be treated with the utmost respect that any paying customer deserves. The only reason I am giving this review two stars instead of one, is because I was sold a quality vehicle. The dealership gave me a fair price on my trade-in and helped me finance the new vehicle through Chase. To be treated so well when you buy the car, only to be treated so poorly after the purchase is extremely frustrating. I will be doing my scheduled maintenance at a different VW dealership from now on. More

A service visit gone bad I noted another review that described this dealership as "old-time". This is very apt - the lack of implementation of online tools is emblematic of th I noted another review that described this dealership as "old-time". This is very apt - the lack of implementation of online tools is emblematic of their overall attitude toward customers. My buying experience back in 2008 was unpleasant, but as long as my car was under warranty I used their service department. Now that I am paying for their ineptitude I am feeling more strongly about my overall experience. I've dealt with cars not ready when promised, cars not washed when picked up, bewildering explanations of service, and a general lack of professionalism (especially compared to the Volvo dealer where I take my other car). Today's experience, though, with a dogmatic service manager named Phil was beyond the pale. After he offering four or five implausible explanations for my rear brakes requiring service before my front brakes did, he admitted that he had no plausible explanation but said that he wasn't going to give away any work. No attempt to contact management, no moving the problem to VW, no attempt to empathize with the customer - just, basically, a shrug of the shoulders and the suggestion (after I lost my temper) that I should pay my bill, leave, and not come back. With a brand in as bad trouble as VW is, you'd think that everyone associated with it would be trying to keep customers rather than alienate them. Not Phil! Not Morong! It is clearly time for Phil to retire, and for me to trade my VW for a different brand. I know that many of you have had good experiences with Morong (I had some, too) realize that at some point in the future you will experience the intransigence and bad customer service (and, possibly, dishonesty) that I did - it is waiting for you down the line. Frankly, I was shocked. More

Morong VW in Falmouth ripped me off multiple times. They lied about my brakes and tried to get me to replace them. A second opinion proved they were lying. 9 month later I got two brake pads replace They lied about my brakes and tried to get me to replace them. A second opinion proved they were lying. 9 month later I got two brake pads replaced, not the full brakes & struts Morong said I needed to replace "right away". I then brought my VW in for a warranty recall. Two weekend after they did it my car died in the middle of nowhere, have to be towed 100 miles and they found that parts were mysteriously missing from the car. Avoid this shop at all costs! More

Service is always fast and friendly whenever I contact John for anything big or small. He is always willing to help and be helpful. If he doesn't know the answer he always finds one for me. I am lucky t John for anything big or small. He is always willing to help and be helpful. If he doesn't know the answer he always finds one for me. I am lucky to have found such a great salesmen, even after the sale of my car. More

I bought a new Volkswagen Jetta at Morong Falmouth in 2004. I had a great experience at the time, unfortunately that service diminished over time. This is a long post, but worth the read, especially if y 2004. I had a great experience at the time, unfortunately that service diminished over time. This is a long post, but worth the read, especially if you are considering having their Service department do any work on your car. A few months ago, random electrical issues started popping up literally overnight. I got in my car one morning to go to work and my window switches worked intermittently, cruise control shut itself off randomly, car wouldn't lock anymore, or if it did, it would unlock itself shortly thereafter. I couldn't arm the alarm at all. There were other strange issues as well, but you get the idea. Since it was electrical, I figured this would be a dealership job so I brought it to Morong at 8:00AM. I explained the issues to my service advisor and he told me he would call me when they had a diagnosis and to let me know what the cost would be before they did any work. I hadn't heard anything by 12:00PM, so I thought I would give a call to see if they had any ideas. My service advisor, Bryan told me that multiple parts/modules had gone bad and needed to be replaced: “It looks like the door switches, steering wheel control module, some electrical component for the locks had all gone bad. Total bill will be around $700 - $800”, Bryan said. (paraphrasing) Shocked, I replied, “Umm, my car hadn't been struck by lightning and I didn't drive it into Casco Bay...why would all that happen at once?” “These things happen from time to time - can I start the work now?” “Just do the door switches, I don't care enough about cruise control to pay that kind of money”. “Very good, I'll give you a call when your car is ready.” 4:30PM rolls around and I hear nothing from Bryan. I got out of work and just went to the dealership. I found Bryan and asked if my car was ready. “Oh, hello...I’m sorry, but we actually don't have the door switches in stock and we couldn't do the work.” says Brian “Really? No phone call?” I replied. “I've been really busy with other customers, sir, sorry for the inconvenience....” Ugh...whatever, at this point I am a bit disgruntled as I haven't gotten any love from Morong at this point...but this isn't the worst part. He then tells me, “Well, I have to charge you for the tech's diagnostic time - 4 hours” I was beside myself. “You're going to charge me 4 hours of diagnostics and you didn't even do anything?” “Well, we need to get something for the tech's time”. “You didn't do anything. There is no way I am giving you $380 for nothing.” “Tell you what, I'll take 2.5 hours off since we didn't have the switch.” I was fuming and getting ready to explode, but paid the bill anyway of $161.08 as I had to pick up my son. When I got home, I started doing some research on the internet to see what would cause all of these systems to go bad. To shorten this a bit, after doing some research, I found a common culprit that could be causing all of these issues – the CAN-bus. If you aren’t familiar with what a CANBus is, it is basically a messaging system that relays messages between modules in a car. As an example, when you lift up on the power window switch, a message is broadcast to some module that is listening. It interprets the message and controls the window motor to roll the window up. So, with some diagnostic hardware and software I have at home (VAG-COM from RossTech), I connected to my car and very quickly was able to determine that there was garbage being broadcast on the CANBus. This made me think of an adapter I bought to retain use of my car’s steering wheel controls with my aftermarket radio which makes use of the CANBus...definitely worth a try. After about 5 minutes, I determined this adapter was the source of the problems…when I removed it, EVERYTHING started working properly again. Windows, locks, alarm, remote, cruise…all of it right back the way it was. Morong was going to sell me $700+ worth of parts + hours of labor (who knows what else). What exactly did these “technicians” do for 4 hours of labor other than misdiagnose the problem and charge me for it? Had they actually done some real diagnostics and determined this was the problem, I would have gladly paid for that hour's worth of diagnostics as it was a problem with something I added to the car. But instead, they definitively told me that 3+ other systems had gone bad. I want my $161.08 back. I called Bryan the next day, told him what I found out and that I think I am due a refund. Naturally he hemmed and hawed at first, but then agreed that the tech should have tested this and it shouldn't have taken 4 hours to come up with a completely wrong diagnosis. He told me he needed to talk to his service manager to push the refund through and as soon as he did he would send me a check. I sort of laughed at this, as it seems so cliché to send a check in the mail, but whatever, I was happy that they were going to correct the issue and retain me as a customer. Well, unfortunately that never happened. 2 months later, and over a dozen phone calls and trips to the dealership I have been blown off over and over again. Every time I call there, Bryan tells me, “Oh, yeah – I need to get my managers permission; I just missed him last time you called. I’ll talk to him today and get that check mailed out.” I’ve heard that at least 3 times now. Whenever I call there and end up on voicemail, whether the Service manager or Bryan, I NEVER receive a call back. I don’t understand what the issue is…supposedly this was approved by the advisor, why haven’t I received a refund yet? Has he actually spoken with a manager? What’s it going to take, sitting on the sales floor in front of that new Porsche to get a response? Completely unprofessional for a dealership – I guess that “five star” rating isn’t all that important to them after all. I will continue to bother them until I get the money. I know it isn’t much, but at this point, it’s more about the principle of the issue. The dealerships push us around and overcharge because they can and personally I am sick of it. I hope they finally do the right thing and send my refund back to me – I will consider revising this review if so. Regardless, I will NEVER bring a car back to Morong Falmouth again. Thanks for reading, Jason More