Morong-Falmouth - Service Center

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

I bought my car here a few years ago and just called with a question about a repair that someone else is doing on my car. I left a voice message and hung up thinking that they would never call me back. They a question about a repair that someone else is doing on my car. I left a voice message and hung up thinking that they would never call me back. They'd be too busy and even though I bought my car there, I was having someone else repair it this time. To my surprise, someone called back within a few minutes and was really friendly and helpful. Great customer service. More

Words cannot properly describe the absolutely horrendous experience from this dealership - from sales (where my wife and I were, on a number of occasions, lied to; when looking to buy a new Audi, which woul experience from this dealership - from sales (where my wife and I were, on a number of occasions, lied to; when looking to buy a new Audi, which would have been our second) to service (where I returned time and time again to fix what should have been fixed properly the first, or even second, time) I would avoid this dealership like the plague. I have ZERO personal ax to grind here. merely numerous FAR-LESS-THAN-SATISFYING RESULTS. More

I had an issue with my audi and it was fixed at Morong later that year I moved to Florida and something happened in regards to the issue that was fixed at Morong. I spoke with the owner and he was open a later that year I moved to Florida and something happened in regards to the issue that was fixed at Morong. I spoke with the owner and he was open and willing to hear what had happened with my car. The part that needed to be replaced was very expensive so I assumed it was going to be a fight, however to my surprise it was a very easy conversation. He did want to see if his insurance would cover it first which is understandable. Furthermore, he did get back to me when he said he would and kept me in the loop with each step of the process. I found out that the insurance would not pay for the issue from the agent that called me, so I assumed it was going to be a long process with the owner. Again, to my delight the owner said he is going to call Florida Audi and let them know to fix it. I was in shock! This dealership is HONEST, HARDWORKING, OPEN, and one of the BEST dealerships I have ever worked with. I recommend EVERYONE go there! More

I had been watching a car on their lot for sometime and told my salesman to contact me when and if the price came to where I wanted it to be and he did. I stopped by on a Friday and test drove the car and told my salesman to contact me when and if the price came to where I wanted it to be and he did. I stopped by on a Friday and test drove the car and asked if I could keep it overnight to really give it a spin and they agreed. I returned to the dealership on Saturday and informed Greg that I loved the car and would like to buy it if we could agree on price. After discussing with the owner a few price options (which of course you would do) we came to a price that suited me with a few extras that were thrown in and a promise that the car would be cleaned and ready for my at the beginning of the following week. At this point I met with the Finance Goddess and we did a credit app. and I was approved in less then 10 minutes. All of the people at this dealership were engaging, and very welcoming with my salesman being at the top of the list. The final thing that my salesperson did that sealed the deal was he brought out the service tech. that would be detailing the car to review how he did it and what he would do and to give me the opportunity to ask for a few extras on the detailing end. I am hopeful that since my experience was so grand with the purchase that I will be as lucky when I need service...we shall see but I am betting on a yes! More

I could not disagree with the above posters more. I live out of state and vacation in Maine in the summer. David (I believe the head of Audi sales) gave me a fantastic deal on a 2008 Audi Q7. The sale out of state and vacation in Maine in the summer. David (I believe the head of Audi sales) gave me a fantastic deal on a 2008 Audi Q7. The sales team is courteous and not pushy. They actually encouraged me to seek out other prices. I priced it with my local dealer in Doylestown, PA and he could not come close within 5K. They arranged to have the car delivered and gave me an excellent deal on my used A6 Avant. I regularly recommend Morong Falmouth to anyone interested in purchasing an Audi! Consider me and my family a loyal customer. More

Very customer service friendly. Took car in when they said they were going to and the bill came to what was quoted and the car was fixed. Who could ask for anything more. Very friendly and helpful staff said they were going to and the bill came to what was quoted and the car was fixed. Who could ask for anything more. Very friendly and helpful staff all around. Also, everything is very clean and being able to drive the vehicle inside to check in is a great feature. More

I have an 04 passat wagon. The over head cam ceased on it. There is a Know problem with sludge build up in 99-04's with slugde build up. So VW extended the power train an extra two years. I thought that it. There is a Know problem with sludge build up in 99-04's with slugde build up. So VW extended the power train an extra two years. I thought that my warrenty had expired but my mechanic brought this info to my attention. So I had it brought to Morongs. But this did me no good since I did not keep any records of having the oil changed. I met with Mac the service manager he told me that they looked at the motor, and it was clean, they could tell that it had been kept up with, there was plenty of oil and the oil filter was new. But they wouldn't cover it. He couldn't tell me why a car with 52,000 miles with a clean motor would cease up. When I first started my process with Morongs at the customer service counter I was treated like i was being an inconvience because I wanted them to look at my car. My car had been in pieces from my mechanic. After Morongs was done with my car the failed to put several pieces of it back...just the oil pan and all the nuts an bolts that held it together. Not to mention all the grease and crap their mechanics left on the interior of the car. I knew that when my car was going to Morongs I would not get the out come I thought would or should happen. I spoke with over a dozen people that have VW's or that have delt with morongs and they don't drive VW's any more or they don't go to Morongs. I have one friend that has a 08 Audi from them and it burns a quart of oil a month and they told him that was normal...and they haven't fixed the problem. From start to finish it has been a terrible experience dealing with Morongs. I loved my passat for the first four years that I have had it. I was looking to get another wagon and another GTI for my girlfriend. After dealing with Morongs and the service that I recieved and just the smug way they talked and delt with me there is no way I will ever own a VW again. More

I cannot say enough here to relay the the experience I have had with this dealership. The worst possible experience one can imagine in all respects. Their service ethic seems more suited to avoid liabilit have had with this dealership. The worst possible experience one can imagine in all respects. Their service ethic seems more suited to avoid liability than provide customers with good service. I have been there 8 times in 9 months and still they can't seem to fix a wobble in the front end. I could not list the entire series of errors which range from basic incompetence to actually putting my safety at risk on defective tires, which they discovered on the 4th visit for the same problem, after rotating the defective tire to the back where I couldn't feel the vibration. Only after I had the tires rotated and the vibration returned did I realize they never fixed the problem. STAY AWAY!!! More