Stone Mountain Volkswagen

DO NOT WORK WITH PHILLIP FRANCO OR ROSE NARVAEZ!!!!!! This is a long review BUT trust me it is worth your while to read because it may save you some stress and heartache!! I was sold a NEW 2014 VW Jetta This is a long review BUT trust me it is worth your while to read because it may save you some stress and heartache!! I was sold a NEW 2014 VW Jetta from PHILLIP FRANCO at Stone Mountain VW not even 6 months ago and his service was ok but nothing extraordinary. The wk after having bought the car I began receiving SEVERAL calls from Mr Franco asking me to fill out a survey/review on his performance. His calls were so frequent that my boyfriend and I jokingly referred to him as a "stalker." I finally got around to doing his review and really did not feel that he deserved a stellar rating but gave him one because I was honestly afraid that if I did not then he would bother me again. The day after I finally submitted my review for him he called yet again to see if I did the review and I explained that I had and then he told me that he could not find it. I went on to basically say that I had submitted it and that if he could not find it I did not know what to tell him. A few weeks later I noticed that the car felt "off" but I figured it was because this was a different series Jetta and I just attributed it to that. As time went by though I began having electrical issues with the car (the car would start intermittently and the seat belt warning sound would go off even if no one/nothing was in the passenger seat.) I brought the car back in to Stone Mountain VW to be evaluated and was later told that the issue had been resolved and it was just an electrical glitch in the system and that I should have no more problems with the car. 2 weeks went by and I began having the same electrical issues again but they were amplified this time. I called Stone Mountain VW and asked to speak with the manager but he was too busy to speak with me so he forwarded my call on to Mr Franco (I was not too ecstatic to speak with him again but since the manager would not speak to me I felt desperate). I explained what was happening with the car and how I was extremely frustrated that I was paying money for a car every month that only started some of the time. I went on to explain that I did not sign the car lease agreement for a car that only works half of the time and that I in no way felt safe in my car any longer and wanted to either A be let out of my lease or B be placed in to a new car. Mr Franco then went into this elaborate story about his fathers troubles with his own Jetta and how his fathers issues were resolved etc so he had hope that they would be able to fix my car. That is fine and all but to be honest I really only cared about what was going on with my car and felt it was inappropriate to bring up his father. He also went on to say that I needed to bring the car back in to be reevaluated so that they could try and fix the issue. I went on to explain that the car had already been brought in once before for the same issues and I was already told that the car had been "fixed" and how was I to know that this time would be any different?? We ended the call and I went on to make an appointment to have the care reserviced. Several days went by from the time that I spoke to Mr Franco and that the car was physically brought into VW Stone Mountain Service Dept. During this time NOT ONCE did Mr Franco call and follow up with me to see if A I had even made a service appointment to have the car reevaluated B to see if the car had already been brought in C to see if the car had already been fixed and how it was running NOTHING!! What puzzles me is that when Mr Franco wanted my business he talked my ear off!! When Mr Franco wanted me to do his review on Dealer Rater so he could/dealership could receive a compensation he called CONSTANTLY!! BUT when I was having issues with the car that HE sold to me NOTHING!! No follow up call nothing. Why? I have no idea but I know one thing and that is it is unacceptable customer service!!! He totally lives up to the negative car salseman stereotype. After I dropped my car off for the second time for the same problem, it was found out that my "brand new car" needed a new starter which makes absolutely no sense to me. How does a brand new car that I have only had less than 6 months need a new starter?? Anyway, the car was supposedly refixed on June 6th. I was unfortunately preoccupied for most of the day as I was taking a boards exam and had no access to my cell phone so I missed several calls from Stone Mountains service dept rep ROSA NARVAEZ. As soon as my exam ended I checked my voice mail and called Rosa back. I wish to God I had spoken to someone else!! She was so rude, passively aggressive and basically accused me of purposely trying to avoid her phone call. I explained to her that I was in no way avoiding her call and that I had been in an exam all day and had no access to my cell phone. She demanded that I drop their loaner car (I was given a loaner car while they attempted for the 2nd time to "fix" my car) off the next day Sat by noon. I explained to her that I had to work the following day and asked if she could make arrangements to have someone come to my home (as they did before) to swap out their loaner car for my car. I went on further to explain that I been inconvenienced for several months with a nonworking car and had missed work, almost been in a wreck, and been stranded on several occasions and could not be inconvenienced any further so could she please help me out and work with me (mind you I know for a fact that 2 employees live near me and could have easily done the swap and she was just being difficult.) She then told me that I would need to speak with their service manager Tom (who always acts nonchalant with me by the way even when I told him I had almost been in a wreck because of the car that HIS service dept failed to truly fix!!!) so I told her fine and asked if she would please transfer me to Tom to which she told me "no" and then hung up on me!!!!!! Are you kidding me?? I have NEVER in my life experienced such horrible customer service and on top of it been sold an awful product in my life. What is done is done and nothing can change my experience BUT I pray that someone reads this and if you happen to end up at Stone Mountain VW and Mr Franco approaches you RUN!! He will first sell you a car that should have NEVER been allowed off the factory floor, then he will call you constantly to ask you to do a review online so he/Stone Mountain can gain some sort of compensation/prize, and then God forbid something is wrong with your car he will not follow up with you or even give a crap. Trust me go with someone else!!!!! Beware of Rosa!! She seems like an intelligent woman but in my mind is better suited for a non customer service job (it was leaked to me that I am NOT the only person to complain about her poor customer service or Mr Franco.) Tom could care less so try to avoid him. I am not saying that ALL of Stone Mountains products are trash because that would be completely false and unfair of me to say BUT my experience has been awful and it is still not resolved because I am still not happy in any way shape form or fashion!!. I have contacted VW of America, VW Corporate, the CEO of VW and will be contacting the Better Business Bureau for several reasons. For starters, I was sold a bad product and no customer should have all of the horrible experiences I have had with this car that they have only had less than 6 months. Secondly, Mr Franco should be a used car salesman and NOT a new car salesman. He needs to find a happy medium with his "customer service" techniques and not be so aggressive in wanting a review but then not follow up with the customer at all when they are having issues with a product he sold them. I feel that Rosa owes me a formal apology for her awful behavior with me over the phone. Rosa if you read this please note that I have one mother and she lives in Missouri and her name is not Rosa so do NOT ever speak to me or anyone else for that matter like they are beneath you. I have no idea who you think you are but you need to adjust your xxxx poor attitude!! If you are going through something personal in your life which causes you to be so rude and angry then you should take some personal time off and address these issues so that you don't bring it to work with you because it is not fair to customers such as myself. If you must go here be very cautious!!!!!!! The only ray of light at this establishment is Crystal, Mike and Bob. These 3 are angels absolute angels. All 3 of them are so kind, professional and an absolute joy to work with. Crystal, Mike and Bob are amazing examples of decent and honest human beings and I thank God for people like them. I can never thank these guys/gal enough for being wonderful and a pleasure to work with and making this ongoing awful experience somewhat bearable. More