Kevin Morrison

I recently leased a 2025 GLI (my fourth vehicle from Suburban VW). The salesman was great (Derrick, thanks man!). But after two months in and under 400 miles on the car (200 of which were from before I Suburban VW). The salesman was great (Derrick, thanks man!). But after two months in and under 400 miles on the car (200 of which were from before I picked it up), I had issues with a passenger side mirror cover popping loose. I snapped it back in and it seemed fine. Three weeks ago, I saw it was loose again, popped it in and decided to make a service appointment. Last week, before getting it in, I went through a car wash and the entire cover flew off the mirror. The service manager told me that he's been in the business for 40 years and never seen such a thing occur, so clearly it isn't a warrantable service. I've since contacted Lithia, the parent company of Suburban before looking at other steps to resolve the issue. Service at Suburban of Troy was always top notch, but I haven't really needed any service since the Lithia buy out. Maybe this is just their policy. At any rate, losing future business over a $150 part may seem petty on my part, but it's the principle of the matter. I even gave Keith (the service manager) a chance to make it right, face to face. No dice. I'm sure it seems minor, but it's a lease that I barely drive (the car itself is awesome except for this small defect), and the idea that the mirror cover can just come off whenever and expose the inner working to the elements concerns me as the lessee. That said, I refuse to pay money for service on a high end car for a part that was defective. The service manager disparaging my integrity over a mirror cover, though, was beyond the pale. "Oh, something had to have happened to it" - sure bud. I've been in my industry for over 30 years, and I still see new stuff all the time. The excuse was poor, and the unwillingness to resolve the issue is simply not acceptable on such a new vehicle. More

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