My ordeal with Mississauga VW and Georgetown VW

[tdiindahaus]

I just wanted to post this thread in case any of you doubted any dealership anywhere, whether it be in thunder bay or even Ottawa, there are great dealerships out there. I know there's probably a million and one threads about Georgetown but this is my experience with a crappy Stealership and a dealership worth actually thinking about.

So it started when I picked up my 2007 Passat 2.0T from Owasco VW in November of 2011.. I believe the 15th; the speakers were blown and the people at the dealership were like "oh...well just go to a dealership and get it fixed, sorry". Pissed off that I just got rid of my crappy golf because of things breaking I went to Mississauga VW; and here is where all my issues started. My blower motor was always knocking and squealing and I asked to get it fixed after arguring with the guy behind the counter, a guy named john stepped in and found both the sun visor and the speakers so I got my left speaker and then my right speaker fixed within the week as well as my passenger side sun visor, the light seemed to work only when you squish it, but the blower motor, they refused to fix or change because they had no ability to replicate it. After driving for a little while.. like a week, i noticed that my door panels were frikkn falling off, which PISSED me off but also at the same time i noticed that my oil consumption was stupid high, like about 2L of oil every 1000km, I had a stock pile of oil in my garage. I took it back to Mississauga where they charged me for an oil change and started the test but my light was out and stupid me checked the wrong housing and checked the high beam light so I thought it was a short in the system . Ended up paying 50 bucks after the guys behind the counter told me they sell bulbs cheaper than the stores.. what the failed to tell me was that VW charges to replace a headlight bulb what a upper class prostitute charges Donald Trump in labor.

So i called the douche bag who manages the shop, his name is claudio just because I wanted to see why they charge 50 bucks to replace a bulb.. i mean im not broke because of it but it was a general question.. he took it offensively and started defending himself for god knows what reason and he was getting all rude... what he told me was that "Your driving a Passat, you need to know that you are paying for parts and labor of a Passat". Right then and there I wanted to cuss him out so bad, BUT i know that karma will bit him one day. I said okay, and left. After driving about 1000km, I went to look under my hood to check the oil.. guess what?.. the top half of the oil cap was broken.. I took it back to VW to show them. I spoke with the mechanic who worked on my car and he said that its not his issue and that he didn't do it and that hes not paying for it. Well its funny because it was never like that before I came to Mississauga VW. Anyway, I said whatever. He checked my oil and.. now for those of you who know how to do an oil consumption test, read this carefully... he added 1L of oil to the crankcase and closed the oil cap- DIDN'T EVEN CHECK THE DIPSTICK and told me that i was free to go and that there was nothing wrong with my car. Now i knew from the very time he told me I was okay to go that I was going to have issues. After driving 200km I went to check my oil and noticed it was low. I ended up having to put 2LITERS OF OIL IN, do you know how mad i was? At that time I went back to Owasco and got them to look in to my car about the oil cap thing, they found that the engine cover was broken which is why the oil cap kept breaking even after I replaced it. I called Mississauga VW on the spot and as I was talking to Claudio, he cut me off.. he said hes leaving for vacation for 2 weeks and he cant help me and to speak to Vito... Vito is a good guy.. he warrantied the engine cover, haven't gone in to get it done yet and Mississauga vw hasn't called me so i guess they dont give a crap.

I took my car in to Georgetown the following week after speaking to a guy named Jordan. Jordan is an awesome guy, he helped me out from day 1 even when I called him to ask him about oil consumption tests. Georgetown took my car in and gave me a loaner car for the day because I had work, started the oil consumption test AND replaced my blower motor... apparently Georgetown VW can duplicate issues and Mississauga VW doesn't try to. After doing the oil change and driving for a week my car was leaking oil, took it back, they found out that the copper seal on the turbo feed line was worn to they replaced it and I continued with the oil consumption test. After driving for a little over 1015km because i had no time to take it in, my oil pressure light came on when I was taking on ramps at normal people speeds at this time. This was on Monday the 16th, they had to take the engine apart to check the cylinders... my heads were changed before I bought the car. Jordan called me on Wednesday and let me know that they have been advised to order a block and to replace the engine. My car is scheduled to be in the bay all day Monday to replace the engine, and im getting my timing belt job done for 300 bucks.. well that's after the $100 gift certificate VW Canada gave me because of all the times I've been to the dealership.

Moral of the story is, don't accept what one shop tells you. Unless the problem is quite clear, you should always get a second, third or fourth opinion. Also, NEVER, EVER, EVER go to Mississauga VW for ANYTHING.. the service is TERRIBLE and from what I observed... the mechanics dont know F#$% ALL!! If you work there and you have an issue with what I'm saying then prove me wrong, I have every right to voice my opinion towards Mississauga VW.. from the experiences I had, the workmanship is terrible, their knowledge sucks and when a customer comes back with a complaint, the mechanics hide behind their bays because they know they messed up.

Hope this gave some people with an FSI engine some direction and I also hope this gave people looking for a good dealership some direction as well.

Thanks for reading, I know this should be published as a novel but I wanted to make sure I went in to detail what I've been through since November of 2011.

ANYTIME YOU NEED SOMETHING FIXED ALWAYS GO TO GEORGETOWN VW

[Das Audi]

G-Town VW rocks.................

[King]

As always, the crew at Georgetown VW sets the standards other VW dealers need to abide by. No wonder their new car volume only gets better and better!

[2xtrms]

to Tom and the boys, one of the few places left that know about cust service

[D-OriginalTopshotta]

This sounds like my various run-ins at owasco the last year.

[Scotty_2.0]

I'm certainly NOT defending Mississauga VW's actions, but I can't stress enough how important it is to service your car where you purchased it. I know to some this doesn't make sense, but working in a dealership myself I know how service dept's view/handle cars bought from other dealers differently. Not so much where I work now as all the GTA Merc dealers are corporately owned, but more so with franchised dealers as they don't view you as "their" customer - even if the badge on the hood matches the one on the front of the building. Like I said, this doesn't mean I agree with what Miss VW did, but don't expect to dealers to go out of their way for cars bought at other dealers. That's not so say that Owasco would have dealt with things better, but when you've bought the car from them you have some added leverage and are generally paid more attention.

I'm just glad I'm friends with most of the staff at Villa, or I'd prolly be having some of the same troubles, especially with a modded car....

[EZD]

Well, I am a fan of Georgetown VW. I think they are one of the better dealership out there.

However, last fall...I had a LESS than satisfying service at Georgetown VW. They replaced my rear brake pads/rotors. I took the car home and discovered that my car rolled down my driveway. I contacted Georgetown VW and notified them the issue with my car. I was not happy that the Technician was asking me if I pulled the handbrake ALL the way up. I had my Jetta since new and NEVER had an issue with my handbrake. I never put my car in gear when I parked my car....my handbrake was flawless until that rear brake service. It seemed that the Technician was "hesitant" to put the car on the lift to take a look. They simply adjusted the emergency brake cable to the point that the rear wheels were "dragging" when taking off in first gear.

To make a long story short....I did not pursue the issue and just left the car in gear everytime I parked it and everyday....when I depressed the clutch to start the car.....my car would roll back.....handbrake all the way UP!!!! I took my car to Precision Tuning Motorsports (Perjad).....he discovered the issue in 2 minutes after putting my car on the lift....SEIZED Rear Passenger side Caliper....he replaced it and ALL IS WELL!!!!!!

[tdiindahaus]

I'm certainly NOT defending Mississauga VW's actions, but I can't stress enough how important it is to service your car where you purchased it. I know to some this doesn't make sense, but working in a dealership myself I know how service dept's view/handle cars bought from other dealers differently. Not so much where I work now as all the GTA Merc dealers are corporately owned, but more so with franchised dealers as they don't view you as "their" customer - even if the badge on the hood matches the one on the front of the building. Like I said, this doesn't mean I agree with what Miss VW did, but don't expect to dealers to go out of their way for cars bought at other dealers. That's not so say that Owasco would have dealt with things better, but when you've bought the car from them you have some added leverage and are generally paid more attention.

I'm just glad I'm friends with most of the staff at Villa, or I'd prolly be having some of the same troubles, especially with a modded car....

Completely agree with you on that one. Dealerships that haven't sold you your car especially franchised dealerships don't HAVE to do it BUT with that said.. if they do do the job, why not do it correctly? I mean i know they are not getting paid what I would usually pay for for warranty work but their getting money regardless right? and also.. why be a dick? i mean if you want me to refer you to my friends and family why not give me the best customer service you can?

and @scotty.. you should seriously get in contact with Joukoh our jordan or even nicole from the customer relations

[Kid Presentable]

Georgetown, all day, everyday.

[bubuski]

I live in Mississauga but bought my GTI at Georgetown and service it at Georgetown. It's worth the drive anytime of the week. GEORGETOWN FTW!

Mississauga VW even left a sour taste in my mouth when I tried to order parts. Freaking parts. My wife who was sitting in the car was even more irritated than me on a different experience.

[spoonie]

none of the OP's post surprises me.

glad you found some happiness/satisfaction.

[RUbbish]

Georgetown VW ftw.

I am glad they got everything sorted out for you bud. I'll be bringing in my car tonight and grabbing that loaner you had

[futur]

tl;dr. i'll assume your car got fixed. congrats. cool story bro.

[ricas_gti]

Yeah, Mississauga VW has pretty bad service and the "I don't give a s*it attitude". I purchased my car there back in 2000 and used them a few times for warranty service back in the day. I had a few of those bad episodes. Stopped going to them a long time ago.

[tdiindahaus]

Georgetown VW ftw.

I am glad they got everything sorted out for you bud. I'll be bringing in my car tonight and grabbing that loaner you had

lol still have the loaner.. cars done, jordan called today and told me that its ready. Im going tonight to pick it up! super excited!

[mastereh]

The parts guy at Mississauga VW is a douche.

I needed a bulb for my car, I call him up and he says $21.00 + tax I'm like you're sure?? I told him I have a 2007 GTI and I'm sure the bulbs are more than that. He's like there's only 1 type of bulb for the car and repeated the price.

I go in and am in the process of buying the bulb when a mechanic who was standing near by says that the bulb isn't for my car. He saw me drive in and says that the GTI has a Xenon bulb. The part guy literally had the dumbest look on his face. He proceeds to type some stuff into the system and tells me oh that bulb will be $210.

I wasn't pissed about the price, I was more pissed that the parts guy was willing to sell me a part and didn't give a damn it was the wrong part.

He had nothing but a blank look on his face. He didn't give a rats ass at all.

[tdiwhip]

Jordan is the man... I take our VW's there from Guelph because of the quality of service. (Guelph VW and I are not friends...) Trying to convince my dad to buy one from Georgetown now.

[tdiindahaus]

tdiwhip- Speak to Jim in sales, tell him nathan sent you

mastereh - yup.. the middle eastern guy doesnt know what hes doing.. john who came from GM less than a year ago knew what to do

[brento]

Jordan is the man... I take our VW's there from Guelph because of the quality of service. (Guelph VW and I are not friends...) Trying to convince my dad to buy one from Georgetown now.

I don't think Guelph VW has kept very many long term friends...

[actng 1.8T]

I'm certainly NOT defending Mississauga VW's actions, but I can't stress enough how important it is to service your car where you purchased it. I know to some this doesn't make sense, but working in a dealership myself I know how service dept's view/handle cars bought from other dealers differently. Not so much where I work now as all the GTA Merc dealers are corporately owned, but more so with franchised dealers as they don't view you as "their" customer - even if the badge on the hood matches the one on the front of the building. Like I said, this doesn't mean I agree with what Miss VW did, but don't expect to dealers to go out of their way for cars bought at other dealers. That's not so say that Owasco would have dealt with things better, but when you've bought the car from them you have some added leverage and are generally paid more attention.

I'm just glad I'm friends with most of the staff at Villa, or I'd prolly be having some of the same troubles, especially with a modded car....

This makes no sense whatsoever and sounds like poor dealership management by the owner/manager who failed in instilling the proper sense of customer service amongst the service staff.

The revenue stream from retaining a customer for service is much greater than the revenue stream from a one-off purchase customer. the margins on selling a car are so low these days that dealerships make a lot more money servicing the cars and either billing VW for warranty work or billing the customer for non warranty work.

If you extend this attitude of not "loving" cars not bought here, then dealerships shouldn't have service departments. We'll see how long that lasts.

[futur]

The revenue stream from retaining a customer for service is much greater than the revenue stream from a one-off purchase customer. the margins on selling a car are so low these days that dealerships make a lot more money servicing the cars and either billing VW for warranty work or billing the customer for non warranty work.

this is correct. sales sells the first one. service sells the 2nd, 3rd, etc

~85% of revenue is generated in the service dept.

[Scotty_2.0]

This makes no sense whatsoever and sounds like poor dealership management by the owner/manager who failed in instilling the proper sense of customer service amongst the service staff.

The revenue stream from retaining a customer for service is much greater than the revenue stream from a one-off purchase customer. the margins on selling a car are so low these days that dealerships make a lot more money servicing the cars and either billing VW for warranty work or billing the customer for non warranty work.

If you extend this attitude of not "loving" cars not bought here, then dealerships shouldn't have service departments. We'll see how long that lasts.

Please don't misunderstand me. I'm not saying it's right, just saying that's the way it is alot of times. For me as a service advisor, the way the customer acts/talks to me has the largest effect on how far out of my way I'm willing to go. Truthfully, some people just aren't cut out to be front line service staff.

But you're right, this is not the way to do business. Problem is, it's very prevelant and I doubt it will change.

[actng 1.8T]

Please don't misunderstand me. I'm not saying it's right, just saying that's the way it is alot of times. For me as a service advisor, the way the customer acts/talks to me has the largest effect on how far out of my way I'm willing to go. Truthfully, some people just aren't cut out to be front line service staff.

But you're right, this is not the way to do business. Problem is, it's very prevelant and I doubt it will change.

I hear you but that's still pretty short sighted. You shouldn't care how crappy the customer is to you. you're just after their money. your #1 priority is to deliver profit margin to the dealership and the way to do that is providing customer service, even to those who don't deserve it in your opinion.

delivering profit margin directly affects your long term employment. i could care less for jackasses who come in and demand the world with a ****ty attitude. but i care about the dollars he represents as that pays for my paycheque and all the other stuff i love.

i would have thought this is common sense since this applies not just in auto servicing but pretty much in any industry, but when you are a jackass to the customer and don't give them what they want (within your ability to do so) you are indirectly signing up for a pay cut. i'm not saying to bend over backwards, but there is a difference between being professional about it and then stooping down to their level of being a bunch of clowns as Mississauga VW apparently is.

To be honest, there are holes in the OP's story and I think he's probably one of those rude customers that is just a pain in the ass. But not providing the professional customer service he should have been provided caused him to come on here and badmouth the dealership. Whether he is telling the truth or not, i'm sure there's already a bunch of people who might have had an opportunity to goto Mississauga VW that will no longer go there just because of this unverified story.

[Goodies1.8t@wrk]

Claudio is still there?? Holy crap! How that guy has not been let go, is beyond me. I bought my 02 GTI from Mississauga VW, and had no issues with them, of course until I had to bring the car in.... for service. OMG horrible service Claudio complete A$$hat, they would not help me if I was on fire.

Nothing is there fault, everything is the owners fault, the cars are all running perfect, and they just steal money from innocent, naive customers.

VW of Canada perhaps needs to be informed of the BS that goes on at Mississauga VW.

[Goodies1.8t@wrk]

Please don't misunderstand me. I'm not saying it's right, just saying that's the way it is alot of times. For me as a service advisor, the way the customer acts/talks to me has the largest effect on how far out of my way I'm willing to go. Truthfully, some people just aren't cut out to be front line service staff.

But you're right, this is not the way to do business. Problem is, it's very prevelant and I doubt it will change.

Very true, but it's funny how Georgetown VW manages to find the people who CAN work front line service, and no matter how good someone may be at one aspect of there job, if they suck at another, they need to be let go, and Claudio needs to go if Mississauga VW wants to keep a good image. Apparently they don't care about that I guess.

[Scotty_2.0]

I hear you but that's still pretty short sighted. You shouldn't care how crappy the customer is to you. you're just after their money. your #1 priority is to deliver profit margin to the dealership and the way to do that is providing customer service, even to those who don't deserve it in your opinion.

delivering profit margin directly affects your long term employment. i could care less for jackasses who come in and demand the world with a ****ty attitude. but i care about the dollars he represents as that pays for my paycheque and all the other stuff i love.

Well you see, there's part of the problem. Service advisors make no $$ on warranty work. Our commision is based soley on non-warranty (aka CP) labour hours sold. A work order full of warranty complaints nets the company some $$, but NOTHING for the SA, that's right $0....

Anyhow, you make some good points, definitely some food for thought

[actng 1.8T]

Well you see, there's part of the problem. Service advisors make no $$ on warranty work. Our commision is based soley on non-warranty (aka CP) labour hours sold. A work order full of warranty complaints nets the company some $$, but NOTHING for the SA, that's right $0....

Anyhow, you make some good points, definitely some food for thought

Ok I understand the problem... but then you also get paid salary before the commission kicks in right? so your salary is the part that is paying you to do warranty work and all the other customer service stuff. anyway i don't mean to direct the posts at you when i said "you". i just meant anyone in general.

[Scotty_2.0]

Ok I understand the problem... but then you also get paid salary before the commission kicks in right? so your salary is the part that is paying you to do warranty work and all the other customer service stuff. anyway i don't mean to direct the posts at you when i said "you". i just meant anyone in general.

Yes that's right. Problem is that some places are more commission based and have poor base salaries. Precisely the reason I left BMW for Mercedes. With a better base salary, you're not costing yourself money off your paycheck just by spending more time with customers. Takes alot of stress off not having to fight for every dollar.

And no worries, certainly haven't taken anything personally. I just hope to shed some light for others not as aware of the "other side" so to speak.

[tdiindahaus]

I dont know if im speaking for everyone but I appreciate information.. its interesting to see things from the other side.. maybe VW or even BMW can learn a little bit from Mercedes because even comparing the overall, its them who is on top with employee satisfaction.. its kind of stupid that the companies either haven't seen or haven't changed the way the parts and service has been running.. i mean.. companies do want to keep their customers happy.... just make them happy..


And yeah.. Claudio needs OUT of that place no doubt

[The Maytag Man]

I personally have had only really great experiences with Claudio.

But I do know he is no longer with Mississauga VW.

[futur]

I personally have had only really great experiences with Claudio.

But I do know he is no longer with Mississauga VW.

maybe the OP was a dick and got treated accordingly. i know that even if i had issues with a dude i wouldn't slander him online like these kids have been doing

[ricas_gti]

I agree with the later... to say one person is at fault is unfair.

I had no beef with Claudio, in fact every time I went there the guy always remembered me and treated me with respect. I'm hoping he wasn't fired and perhaps he quit because management there is a joke.

[tdiindahaus]

maybe the OP was a dick and got treated accordingly. i know that even if i had issues with a dude i wouldn't slander him online like these kids have been doing

maybe he has an issue with young people driving cars out of the price range of a regular young person, but im straight up respectful to anyone I approach. Yes im "slandering" this man, only because he disrespected me, made a mockery out of a simple general question AND when i spoke to him about his mechanics and their lack of knowledge on an oil consumption test, he blew it off completely on to someone elses plate. He was an unprofessional man and I'm glad hes no longer with Mississauga, maybe they will get some respect back.. if you dont mind me asking, how old are you?

[futur]

how old are you?

its me, your dad. get off the computer and do your homework.

forreals, question irrelevant. if you are starting some line of conversation where you attempt to get a rise out of me to insinuate your maturity level exceeds mine i'll save you the time.

im a 32[almost 33] year old man with a career, a mortgage, a wife and two boys aged 5 and 3. i play with cars all day at work, play with bicycles in my personal time, and fly kites and build legos with my kids. my wife yells at me for forgetting simple tasks like putting out the garbage and picking something up on the way home. i like sci-fi movies and i dont watch the news. i dress like im ten years younger. my car is lowered but has child seats like a bawse.

sure im probably less mature than the average 32 year old but i've been working in the auto industry for a 3rd of my life. i know how people are when their car is broken. i know how people are when they have to spend money. i dont know claudio but maybe he had a bad day or maybe he just wasn't good at dealing and reading people that came in the door. being a service consultant is a tough job[i couldnt do it]. i see at my workplace there are good ones and there are not so good ones. moral of the story is: you had a **** experience at a dealership because an individual that isn't even there anymore may have had a bad day.

i just thought slandering a dude without him being able to respond was kinda harsh.

[Scotty_2.0]

its me, your dad. get off the computer and do your homework.

forreals, question irrelevant. if you are starting some line of conversation where you attempt to get a rise out of me to insinuate your maturity level exceeds mine i'll save you the time.

im a 32[almost 33] year old man with a career, a mortgage, a wife and two boys aged 5 and 3. i play with cars all day at work, play with bicycles in my personal time, and fly kites and build legos with my kids. my wife yells at me for forgetting simple tasks like putting out the garbage and picking something up on the way home. i like sci-fi movies and i dont watch the news. i dress like im ten years younger. my car is lowered but has child seats like a bawse.

sure im probably less mature than the average 32 year old but i've been working in the auto industry for a 3rd of my life. i know how people are when their car is broken. i know how people are when they have to spend money. i dont know claudio but maybe he had a bad day or maybe he just wasn't good at dealing and reading people that came in the door. being a service consultant is a tough job[i couldnt do it]. i see at my workplace there are good ones and there are not so good ones. moral of the story is: you had a **** experience at a dealership because an individual that isn't even there anymore may have had a bad day.

i just thought slandering a dude without him being able to respond was kinda harsh.

I totally lol'd...

But seriously, being a service advisor is a tough gig. Not a day goes by I don't plan my return to the bench. And although I consider myself a good SA I have bad days (usually Modays.... lol) and can also get knocked off my game, particularly after dealing with an unruly customer. Point is, even good SA's can disappoint and mistreat customers. Can't please everyone all the time.

Oh and I'll be 33 this month, single, no kids.