Herb Easley Motors Inc.

Dishonest about completed repairs I took my 2014 Volkswagen Jetta Sportswagen to Herb Easley in Wichita Falls, TX for an error code for the air bag. I asked the dealership to check th I took my 2014 Volkswagen Jetta Sportswagen to Herb Easley in Wichita Falls, TX for an error code for the air bag. I asked the dealership to check the sunroof because I had some difficulty getting it to close the last time I opened it. At 5:15pm, I was told the car was ready but parts need to be ordered so a claim had to be put in to the warranty company. When I drove out from under the service carport, I realized the sunroof was open and would not close. I turned around in the parking lot and brought it back. Lupe had the service manager, Adison, try to get the sunroof to close but they were unsuccessful. When asked what I was supposed to door about an open sunroof with the possibility of rain on my way home. I was told to find a plastic bag to tape over the opening. Adison called because Lupe was gone to say I had to have my car at the dealership from 8:00-5:00pm on Monday 7/9/18. Since I live an hour and a half away, I asked to get a courtesy car so I wouldn’t have to miss work. Adison said there were no courtesy cars available until Tuesday but the dealership doesn’t give courtesy cars if the vehicle is not kept overnight. I took off work all day to wait on the adjuster all day only to have him not show. I was provided misinformation by Lupe that the warranty company sometimes allows you to skip the adjustment and almost had my claim cancelled for not being at the dealership the next day when the adjuster showed up which would have meant I would have had to pay out of pocket for the repairs. I dropped my car off for repair on 7/23/18. I did not hear from the service department by 8/27/18 so I called them. By 9/21/18, I still had not heard from the service department regarding my car but somebody backed into the loaner car I was driving. When I called to notify the service department about what happened, I was told my car was fixed and to bring the loaner car back to the dealership as they had to be the ones to fix the car. I provided the other driver's insurance information to Lupe at the service department and was told I could pay my insurance deductible or take the loaner car back until the insurance company paid the claim. The following week I received a text from Herb Easley wanting to know what I had found out from the insurance company. Lupe had not followed through with contacting the insurance company and an estimate had not been completed from when I brought the car to the dealership the previous week. I took over the interaction with the insurance company. On 10/4/18, at 12:49pm, I received a text message from Lupe saying the loaner car had to be back that day. Since I work an hour and a half away, I explained that I would bring the car back but I would have to wait until I got off of work at 4:30pm so it would be right a 6:00pm before I could get there. At 6:10pm, I arrived at the dealership. The service department was closed. All doors were locked. Nobody had even called to see if I was still bringing the car back. I went to the sales showroom floor where someone called the service manager to come back. I had some difficulty with the driver side seat belt going back in properly. I started to drive away when I notice my sunshade was open so I pushed the button to close it but nothing happened. I pushed it 2 more times before getting out of the car to look at the visor in the back seat. When I got out to look, I realized the visor was not installed. When I looked back inside the service department, Adison was already gone so I drove home. The next morning, I called Adison and explained that my sunroof was missing. Adison asked if the warranty company was paying to replace the screen. I explained that I was told the motor needed to be replaced. Adison said they were replacing the tracks but sometimes when you remove the sunshade, you have to replace it as well. I asked why the technician or someone from the service department didn’t call and tell me that. Adison said he would do some research and get back to me. I left 2 messages for the general manager to call me back but never heard from him to date. Adison never called back but texted that the warranty did not cover the sunshade. They did not see it as a needed fix due to the fact that it is only for shade. I requested my original shade back but that request was not granted. I was then contacted on 10/8/18 by text message requesting I start a claim with my insurance as the other party had not started a claim and the insurance company needed the other driver's side of the story to process the claim. I left a message for the insurance company and received a return phone call less than 2 hours later indicating the claim was still under investigation and was not close to being denied so I responded to the Herb Easley Service Department that I would not file a claim with my insurance company until the other insurance company denied the claim. On 10/22/18, Wayne from the Herb Easley body shop called to tell me the other insurance company paid the claim and Wayne ensured I received a refund that I had paid for my insurance deductible in order to get my car back. Other things that I noticed about my car when I finally got it back included a cracked foot rest to the left of the brake pedal, a missing airbag piece just above the front passenger seat belt and the driver's seat belt not retracting correctly so the seat belt remains loose on my shoulder. The seat belt still locks if you pull it quickly. Wayne from the body shop was the only person who provided any kind of customer service and follow through during my entire 3 months of dealing with the dealership. More