Nucar Volkswagen of Norwood - Service Center

My wife has leased 2 cars from VW in the past through VW Westborough and had a great experience. Her lease was ending and she wanted a SUV and was not a fan of the VW SUV options so she ended up with a dif Westborough and had a great experience. Her lease was ending and she wanted a SUV and was not a fan of the VW SUV options so she ended up with a different company. However, when trying to return the leased car, this has become a nightmare. We were told we needed a 3rd party inspection which was fine and we did that. So we then were going to drive over to VW in Norwood as we now live in Norwood but figured we would call to see what the process was. We called Cory who expressed his disappointment in that we were not re-newing with VW and was impossible to reach. On 2/20/12 I started calling him at 9am (every 15 minutes), eventually he answered around 11:30. He said he would check with the specialized person who deals with returned leases and call me back "within the hour" to schedule an "appointment". I was shocked that we needed to do this just to drop a car off. I never heard from him. We wanted to drop the car off on 2/20 as we both had the day off and called VW Colonial. They said "anyone" can do this and "why would we need an appointment?" I agreed. We went to VW Colonial (driving 45 min each way out of our way) and let's discuss how "specialized" this person was. He 1) looked to see if a drivers manual was in the car, 2) looked to see if the spare tire was there, 3) we had our inspection paperwork and 4) he took off the plates and we were out in less than 5 minutes. How nice to deal with Pierre at VW Colonial who was extremely professional. I called Cory at 3/4 pm who of course never returned my call at that point and he acted like I was lucky that he could squeeze me into his soonest "appointment" which was Thursday (2/23). I then told him we had finished this long ago and why he made a simple process SO DIFFICULT? he replied "policy". My first question is why can't Cory call me within an hour as promised? Why do I need to drive 45 min each way to do this simple deal? Why can't Norwood have the same process as VW Colonial? Why did the Norwood VW dealer and Cory need someone so "specialized" when this was basically a clerical transaction? I get it that you may not be getting this latest deal from us but with Cory and VW Norwood making us jump through hoops to do such a simple task will ensure I NEVER use VW Norwood ever again. I would rather drive the 45 mins and work with Pierre and their easier "processes". More