Grande Prairie Volkswagen - Service Centre

Grande Prairie Volkswagen responded

Grande Prairie Volkswagen participates in the Dealer Rater Certified Dealer Program. We are committed to providing high quality customer service, but based on your Dealer Rater review, you did not share that experience. That is disappointing to us. I am sorry that we let you down. We have spoken to our appointment booking department to ensure they offer our customers more clarity regarding appointment times and expectations. Unfortunately, our technician did require more time to properly diagnose and repair your vehicle. We are sorry that this caused you an inconvenience. Grande Prairie Volkswagen strives for 100% customer satisfaction 100% of the time. Once again, I am regretful we did not meet your expectations, it is my hope that we can work with you to regain your trust and business.

Grande Prairie Volkswagen responded

Grande Prairie Volkswagen participates in the Dealer Rater Certified Dealer Program. We are committed to providing high quality customer service, but based on your Dealer Rater review, you did not share that experience. That is disappointing to us. I am sorry to hear that you feel our service department has let you down. Please be assured that our Volkswagen Master Technician was assigned to your vehicle to investigate your check engine light. He immediately found the cause of the check engine light, which was contaminated fuel. Based on his conclusive findings, there was no need for further investigation. Grande Prairie Volkswagen is bound by the authorities and policies of Volkswagen Canada and can only perform warranty work authorized by Volkswagen Canada. Fuel contamination is not covered under the Volkswagen warranty. We were not provided authorized to complete any repairs. The Service Manager at Grande Prairie Volkswagen has closely reviewed the copy of the second opinion completed by another shop. The other shop drained the fuel tanks, added a fuel conditioner and replaced the spark plugs, if there was no evidence of fuel contamination why did they have to perform these repairs? Again, we are sorry that you feel let down by Volkswagen Canada and our dealership. It is our sincere hope that once you have time to further reflect on the information provided, you will give our dealership an opportunity to earn your trust and business back.

Jenna1 responded

As part of the diagnosis to eliminate fuel contamination assumed (by assumption I was told that the colour yellow which is the same as Shell premium and texture ‘felt’ like diesel) by GP VW, the 2nd shop performed these steps to see if they got the same results before charging me for a $200 fuel test. After talking to multiply shops about this style of diagnosis, it seemed to be the norm to empty the tank and try fresh fuel and run scan results on it again. The 2nd shop agreed that the colour was in fact yellow and the texture was slightly oily feeling but without proper lab results it would not assume it was diesel. After determining that my issues were not caused by contaminated fuel we agreed that the fuel (that was removed and properly labelled before diagnosis) should be sent off for further testing in order to go back to GP VW with results. This was done by an unbiased shop who I had never used before but came highly recommended by VW owners. Again this was not good enough for GP VW to look at further diagnosis and admitting they could have possibly misdiagnosed it and a sample of ‘Tiguan’ was sent off. After reviewing fuel receipts and talking to the Shell station there is no way I had contaminated fuel, let alone the diesel pump will not fit in my gas tank. Instead of trusting the customer, the service manager Shea accused me of being wrong and that they would not further investigate the issues. 3 months later my car still has faulty injectors and no diagnosis to what has really caused it. I wil now have to pay an expensive bill for my vehicle to get fixed under what should have been covered by warranty but the dealer was not willing to help their customers out. It’s such a shame that there is only one VW dealer in the north and your only option is bad service.

Grande Prairie Volkswagen responded

Grande Prairie Volkswagen participates in the Dealer Rater Certified Dealer Program. We are committed to providing high quality customer service, but based on your Dealer Rater review, you did not share that experience. That is disappointing to us. I am sorry to hear that you feel our service department has let you down. As the Service Manager has explained our prices are in line with other dealers in Alberta unfortunately, we cannot price match against a dealership in Courtney British Columbia. After reviewing the invoice you sent comparing services to the Red Deer dealership GP Volkswagen was less expensive when comparing the services against each other, as Grande Prairie Volkswagen did change all the filters and top up urea which the Red Deer store did not do. The Service Manager has tried to reach to you, and would welcome the opportunity to personally review your invoice with you and answer any questions that you have regarding your service experience. If you would be so kind as to contact Shea Paquette, Parts & Service Manager at 780.532.7222 she will work with you to try and turn your experience into a positive one. Grande Prairie Volkswagen strives for 100% customer satisfaction 100% of the time. Once again, I am regretful we did not meet your expectations, it is my hope that we can work with you to regain your trust and business.