Karl Christ | Page 5

Wellesley Volkswagen responded

Thank you for bringing your 2017 Volkswagen Golf back for service. Mike, Alisha, and Drew are glad the scheduling and updates met your expectations. We look forward to caring for your vehicles again.

Wellesley Volkswagen responded

We’re pleased we could book same-day service for your Volkswagen Tiguan and include a thorough wash and interior cleaning. It’s rewarding to know those touches made a difference. We appreciate your positive feedback and look forward to assisting you again.

Wellesley Volkswagen responded

Thank you for noting the welcoming atmosphere and quality work on your Volkswagen. We’re delighted our team could make your visit enjoyable and look forward to serving you again.

Wellesley Volkswagen responded

It’s great to hear Karl and our team provided clear communication and made after-hours drop-off and pick-up seamless. Thank you for trusting us with your Volkswagen Tiguan. We look forward to assisting you again.

Wellesley Volkswagen responded

Thank you for the five-star rating and for trusting us with your Volkswagen. Karl is glad he kept you updated and made scheduling seamless. Please reach out if you need anything else.

Wellesley Volkswagen responded

It’s wonderful to hear that Karl made your Volkswagen Jetta service clear and straightforward. We’re glad you’re pleased with our work and look forward to assisting you again.

Wellesley Volkswagen responded

Thank you for trusting our team for more than ten years. We’re delighted the professional service on your Volkswagen Jetta was reliable and that the transportation arrangements worked well. Your kind words about our staff and facility mean a lot, and we look forward to helping you again.

Wellesley Volkswagen responded

We’re delighted you were able to leave on time after a full service and issue resolution. We’re pleased to know the team was courteous and respectful of your schedule. Thank you for trusting your Volkswagen, and we look forward to serving you again.

Wellesley Volkswagen responded

Thank you for your review, Joel. While we understand your frustration, we do feel it is important to provide additional context regarding this situation. The vehicle was recently purchased from a Ford dealership and was brought to us with numerous pre-existing concerns shortly after the sale. Despite not being the selling dealer, we made every effort to accommodate the repairs and assist in turning the vehicle around properly. During our inspection, craftsmanship-related issues were identified that prevented us from being able to warranty the control arm bushings through your third-party extended warranty. Because of this, the vehicle was returned to the selling Ford dealer for replacement of those items. In addition, we utilized your third-party extended warranty — not a Volkswagen-backed contract — to repair multiple components that required attention and had not been addressed prior to the sale of the vehicle. This included replacement of the steering wheel, steering wheel control buttons, the 5F module, and the entire infotainment unit. To state that we “didn’t bother looking for the problem” is simply inaccurate considering the amount of time, diagnosis, repairs, and component replacement involved throughout the process. Due to the extent and cost of the repairs, a third-party inspector was required to physically inspect the vehicle before authorization could be granted. Unfortunately, this process added additional time, as approvals had to be obtained through a warranty company we do not typically work with. Nonetheless, we chose to put our best foot forward and work through the process in an effort to help resolve as many concerns as possible. We also waived numerous hours of diagnostic time throughout the process, despite certain concerns either not being duplicable during testing or not being covered under your extended warranty contract. Our goal throughout the repair process was to assist in resolving as many issues as possible while minimizing additional out-of-pocket expense. With that said, we do feel a negative review directed toward our dealership for pre-existing conditions and repairs that should have reasonably been identified prior to the vehicle being sold is somewhat unfair. We apologize for the inconvenience and delays experienced throughout the process, and we genuinely wish you the best moving forward. All the best, Drew Ricci Service Manager Wellesley Volkswagen 781-237-3553

Wellesley Volkswagen responded

Thank you for recommending our service department. We’re glad Drew and Karl offered friendly, efficient assistance, clear communication, and completed your Volkswagen service on schedule. We appreciate your kind words about our waiting area and look forward to helping you again.