Colonial Volkswagen of Medford - Service Center

Colonial Volkswagen of Medford responded

Thank you for this feedback. We're very sorry you didn't have the best experience at our dealership. Would you mind sending us your contact information so we can learn more about your visit and address your concerns? While we're disappointed to learn that we didn't meet your expectations, we'd love to try to turn things around and make sure the same thing doesn't happen again. Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

We're sorry that you didn't have a completely satisfying visit. Would it be possible to have someone from our management team reach out to you directly to discuss this? We'd love the opportunity to address any issues with our team here. Thank you for your time, Fritz, and hopefully, we can get to the bottom of this. Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

Miss Spiro, Thank you for your feedback but, unfortunately, we feel as though this review is omitting a few important facts and is a complete misrepresentation of what happened during your service visit to our store. I would first like to start by saying that we go out of our way to provide the best customer service possible to everyone that comes into our dealership. We also take the safety of our clients extremely seriously. For you to state that your safety was in jeopardy, based on what my 30-year VW Master Certified Technician said and what our diagnostic system picked up, is completely false. When you arrived at our dealership on March 4th, with 149,975 miles on your car, you told our service consultant that the EPC light had intermittently come on but had gone out, and that your vehicle was currently showing no symptoms of there being an issue. My shop foreman scanned the onboard computer and found a fault for the cam shaft position sensor. He inspected the part and found no visible issue with it. Had the part failed, the EPC light that you said had been on prior, would have stayed on due to the sensor malfunctioning. During his inspection he did note that the oil was low and that could have caused the intermittent fault so he topped off the oil. When you came in to pick up your vehicle, my service manager Frank sat down with you to explain what we had found. At no point did you offer to pay for the repairs. Just like when our sister store told you that they would need you to approve extra diagnostic time and you declined to pay for them to diagnose this exact same complaint a month prior. However, you did bring up the PZEV warranty that would coincidentally expire at 150,000 miles on your odometer, or only 25 miles from when you drove out of our lot, countless times. Almost as though you had decided that whatever was going on with your car needed to be covered by that warranty so you made sure to bring it in just under the mileage limit even though your car had 0 warning lights on at the time and was experiencing 0 overt symptoms of a problem. It also seemed apparent that you tried the same thing 100 miles and one month prior at our sister store. In order to be reimbursed by VW's warranty department there is a specific process, there are specific parts and very specific conditions that must be met. None of which were met in this case. I truly do feel bad when people are having issues with their vehicles and we always want to do what we can to help. With that said you wrote a review full of lies about our sister store a month ago when you didn't get what you wanted there and now we are the target of baseless, and completely made up claims, just as you did to them. When you left here, you were absolutely not in danger, and in no way was your life in jeopardy. You were not refused service after a warranty claim because there was no warranty claim to be made, and you never once offered to pay out of pocket. Again, I am sorry you are having issues with your vehicle, however trying to force a dealership to pay for your repairs by lying online, threatening legal action and complaining to VW's customer care team is just wrong. Regards, Derek Pound General Manager Colonial VW of Medford

Colonial Volkswagen of Medford responded

Thanks for sharing about your experience with Colonial Volkswagen of Medford. We appreciate your business and hope to see you again soon! Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

Thank you for your business and this service review. We're happy to hear Frank and our team were able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know. Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

Thank you for your very kind review. We strive to make sure that all of our customers leave happy, and it's great to hear about your excellent experience here at Colonial Volkswagen of Medford. Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

Alex, Thank you! We appreciate your business and look forward to helping you with any questions or future vehicle needs. Thank you for choosing Colonial Volkswagen of Medford. Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

Thank you so much for your excellent review! We are so glad that we had the opportunity to work with you, and we are thrilled that you found your experience with us here at Colonial Volkswagen of Medford to be a positive one. Please don't hesitate to reach out if you need anything else. Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

Thank you for the kind words for our service department! We look forward to sharing your compliments with Frank and don't hesitate to let us know if we can be of further assistance. Frank Dicostanzo Service Manager Frankd@vwmedford.com

Colonial Volkswagen of Medford responded

Thank you for taking the time to share your feedback with us. We work hard to make sure our guests have an exceptional experience. We will share your comments with our team, and we look forward to working with you again. Frank Dicostanzo Service Manager Frankd@vwmedford.com