Nalley Volkswagen

Customer service is Terrible. From the service advisor to the person that wants to scan you into buying a car. From the service advisor to the person that wants to scan you into buying a car. More

I am writing this letter to formally lodge a complaint against Nalley Volkswagen of Alpharetta Nalley Volkswagen of Alpharetta for improper vehicle maintenance service and extremely irresponsible post-ser against Nalley Volkswagen of Alpharetta Nalley Volkswagen of Alpharetta for improper vehicle maintenance service and extremely irresponsible post-service handling on April 17, 2024. The details are as follows: On April 17, 2024, at 11:00 AM, I drove my Volkswagen Tiguan to Nalley Volkswagen of Alpharetta (address: 1550 Mansell Rd, Alpharetta, GA 30009) for brake fluid and transmission fluid replacement. After waiting for three hours, I was informed that the replacement of both fluids had been completed. I paid $569.15 (see attached invoice) and took my vehicle home. Upon returning home, I immediately used an electronic brake fluid tester to check the newly replaced brake fluid. The tester's red light illuminated, indicating that the brake fluid needed to be replaced (i.e., your company did not replace the brake fluid). Additionally, the brake fluid appeared visibly murky. I then tested the brake fluid in several other vehicles at home, all of which showed a green light, proving that the tester was functioning correctly, and confirming that the brake fluid in my serviced vehicle had not been replaced. I immediately contacted Nalley VW of Alpharetta's customer service to inquire about the situation. The customer service representative informed me that the employee who assisted me that day had already left and promised to report the issue to the management. However, I received no feedback the next day. The following afternoon, I visited Nalley VW of Alpharetta again to inquire. The staff informed me that the employee who assisted me the previous day was on leave. They ignored my concerns about the brake fluid not being replaced and directly promised to replace the brake fluid the next morning. On the third morning, I returned to Nalley VW of Alpharetta for further negotiation. They finally replaced the brake fluid and tested it with the same tester, which showed a green light, confirming that the brake fluid had been properly replaced. This incident proves that Nalley VW of Alpharetta engaged in fraudulent behavior on April 17 by falsely claiming to have replaced the brake fluid while actually not doing so, yet charging for the service.Additionally, I had the transmission fluid replaced, but due to the lack of necessary testing equipment, I cannot confirm whether the transmission fluid was also not replaced and charged for. My concerns about the transmission fluid replacement were also disregarded. Additionally, it is particularly important to mention that the manager handling our complaint, named Aaron Lenamond, assured us in front of his staff that he would resolve the dispute properly. However, he became completely unreachable afterward, with the employees answering the phone always claiming that he was in a meeting. I do not understand how someone with such handling capability and attitude can hold the title of Manager in a Volkswagen dealership. We chose Nalley VW of Alpharetta for vehicle maintenance because we trusted that a large, professional company would provide high-quality service and give us peace of mind. Unexpectedly, they exploited customer trust, engaged in fraudulent behavior, violated customer interests, and seriously broke the law. It is imaginable how many customers would be deceived without a tester (as most customers rely on trust in the company and do not perform any tests).Furthermore, the condition of the transmission and brake fluids directly affects vehicle safety, as well as the safety of drivers, passengers, and pedestrians. Engaging in such fraudulent behavior for financial gain is tantamount to endangering lives. More