A/C not working on a 2015 VW Golf GTI.
I am not happy with the service provided – and I do not recommend this dealership.
• I purchased my VW Golf GTI in August 2014 with the VW 5 Star Protection package for 120,000 km or 10 years at an additional cost of $2,000.
• I have maintained a perfect service record at VW Oakville since the purchase.
• Recently I noticed that the AC was not working (the first hot weather of the Spring 2021).
• As I have recently moved to Collingwood, I called VW Barrie as the closest dealer and was promptly given an appointment for the next day, May 18.
• On arrival, I was advised there would be a $191 + tax fee to ‘diagnose and report’. I was not advised of this fee when booking the appointment and, having driven an hour to get there, it was a bit late to tell me about this (FYI the equivalent fee at another VW dealership is $135!!)
• I decided to proceed on the understanding that the fee would be rebated if an issue was found.
• As the AC system is clearly covered under the 5 Star Plan, I assumed that if it was not working they would have to fix it and a claim would be made – so the fee was not an issue.
• After a wait, I was advised the car was ready. The Service Advisor advised that the AC was indeed not working when I delivered the car but they were not able to find a leak. As a result, they charged the AC system, added a dye and asked me to monitor the system.
• BUT – as they could not find the cause of the problem, I would have to pay the ‘diagnose and report’ fee (and an environmental charge of $4.99 plus tax).
• When we discussed this and I questioned why, I was also advised that if the system leaked/failed in the monitoring period (undefined), I would have to pay another ‘diagnose and report’ fee of $191 to see what the issue was – and the fee I paid for this visit would never be recoverable.
• In addition, because they could not find the cause of the leak, there was no basis on which to file a warranty claim!
My Issue – and why I have a problem with this dealership
• I own a car and I have an extended Protection Plan.
• The dealership agreed that the AC was not working (evidenced by the fact that they charged the system and noted that the operation was ‘now normal’) –
• The AC system is something that is covered under the Protection Plan.
• BUT because the dealer was not able to find cause of the problem, I had to pay the ‘diagnose and report’ fee. (They also noted that I have not been charged to Charge the AC system.)
• In all my years of car ownership, I have never had an AC system randomly discharge!
• I found an issue covered by warranty – they agreed but could not find the cause – no claim was filed - and I had to pay the service fee!
I advised the dealership and VW Canada of my concerns and neither has contacted me to acknowledge or follow up in the week since I wrote.