The following email was sent to Cowell 10 days ago with no response at all except email from Nadia acknowledge that she had received the email.
Last month, we purchase a demo Touareg diesel from Cowell Volkswagen in Richmond, BC.
Upon receiving an email from Nadia Chung, Business manager of Cowell Motor. Me and my wife went to meet Mark Hansford today (Tuesday October 4, 2016).
To my surprise, Mark request us to sign another form for extended warranty. Staying that the original one my wife signed when we pickup the car last week was a mistake that Nadia gave us the “5 Stars” warranty. And the one that we are suppose to have what should be a “3 Star” warranty.
We were very surprised, we refused to sign such document.
On the first day when me and my son came to the dealer to test drive the car and sign the contract, the only document I received after paying the deposit was the one page contract with the final price as $48,000 plus tax including 7 years, 140000km warranty and I have to finish the deal on or before September 30, 2016. This is not the first unwanted surprise.
The first surprise we encounter is the contract Nadia email to my wife, Judy, was not the one we signed on the first day. This emailed contract added $495 for documentation which was not on the original contract. This was finally adjusted after speaking to Jimmy. What happen if customer do not check their document.
Back to the warranty issue. When we negotiate for the price, we finally agree on the price of $48,000 plus tax, including 7 years, 140,000km extended warranty. This deal was done with Jimmy, the salesman and the manager, Aaron Blitzolein.
At that time, I was expecting that should be extending the original 4 years warranty to 7 years and 140,000km. No one told me (and my son, Justin) that this was not the case. No one told us this is a warranty package that is difference to the original factory 4 years warranty. No one told us there are difference warranty package. We never heard the term “3 star” or “5 star”.
When we pickup the car, Nadia request my wife to sign a few document and one of them should be the extended warranty. She gave us a small booklet that concern the extended warranty. At this point, we still do not know this is not the same as the original 4 years warranty.
Not until today when Mark request us to sign a difference warranty that we learn what we’d got was not same as original factory warranty. Also the first time we learn difference package of warranty is available.
I was very frustrated. Feeling being tricked. Not once, but three time within one week on buying one car.
1. The documentation fee
2. Getting not the original factory extended warranty
3. Trying to trick us to sign into a lesser warranty package.
Another very frustrated issue is concerning the manager Aaron. He keep telling me he is selling the car to us at a lost. Be honest, the car original MSRP was only around $52000 in 2015. One year later, I pay $48,000 for that car. Everyone told me I pay too much for an one year old car with higher then average mileage. Does Aaron think he can drive a brand new car for one year and 24000km for free. Or will he take my car as trade in within one year and 24000km at 8-9% off the MSRP.
My question: is this the normal practice of Cowell or is this normal way to sell a Volkswagen.
I have the car for about one week now, took it for a long distance trip already. The car is great. Perform exactly as I expect. Quality is better then I expect. Too bad, cannot say the same about the dealer. I want to keep the car for 5 to 6 years. I hope these are the last disappointment with the dealer.