Long story short, I've been run around and treated horrendously by this dealership when it comes to service issues. I purchased a ~$1700+ extended warranty option (the in-house Volkswagen Assurance Premium) on a certified pre-owned Golf from Orangeville Volkswagen, but live in Guelph and therefore come to VW Guelph for my service issues. All of my experience has been with the service department and service issues, and not the sales department.
I have spent probably 40+ hours, taken several days/half-days off work, and brought my car in at least a dozen times simply trying to resolve a few relatively minor issues with the vehicle. Every single time, without fault, the dealership has claimed that whatever the issue is, it is not covered by the "bumper-to-bumper" full extended warranty that I bought. The reasoning and excuses behind this have been different every time, which I will go into in detail.
The first issue I had was with the keys not working at a range of more than ~5 ft, sometimes as close as 1-2 feet. I ended up coming back to VW Guelph probably 5-7 times for this issue alone. Every time they tried to charge me a "diagnostic fee" that I had to sign off on before they would even work with me. I only avoided this when I stood my ground and said that was despicable, and ridiculous, as I'm coming back in regarding the same issue. They also insisted this was not covered under my warranty for a number of reasons, ranging from the fact they can't produce a fault code, telling me the key range was normal and the range on these keys varies from car to car, etc. They had the nerve to continue saying this even after they themselves tested the keys and at one point couldn’t even get the keys to work while standing right next to the driver’s door. After months of bringing the car back, having to argue to avoid paying diagnostic fees every time, the issue was resolved by replacing the antenna unit (for which they tried to charge me for again, to which I had to stand my ground before they said they would do a favour and eat the cost - how nice of them…).
I then had the same headache with three other issues: the automatic function on the front windows would never work, the entire layer of glass on the passenger side mirror fell off and smashed on the ground when I unfolded it, and the driver’s side dust shield came loose while driving on the 401, and started rubbing on the inside of the tire. The windows issue went similar to the keys, multiple times bringing it in, multiple failed attempts to fix it, multiple attempts to explain how it isn’t covered and they won’t do anything under warranty, until it was finally fixed by a simple replacement of the window motor. Again, attempts to charge me diagnostic fees, and to say any replacement will not be covered under warranty.
The dust shield and passenger mirror I was told were not covered for numerous different reasons, ranging from the fact that they are wear and tear parts, to the fact that ice in winter can be the cause, to the potential of me hitting something. It was even suggested that I could have hit a curb, which could have caused the dust shield to come loose. How could I have hit a curb, with enough force to pull this metal piece off, with no signs of any damage to the underside of the vehicle, the wheel, the rotor that this piece sits directly behind, etc.? Well, apparently the onus of proof is on you, all they need to say is you could have, and they weasel their way out of a claim. I had already had the vehicle towed to the dealership for this issue, and unlike the first two issues, I could not operate the vehicle until it was fixed, so I had it towed to a private mechanic to have it replaced, as I could not justify paying to fix an issue with all of the issues they have put me through. Interestingly enough, the mechanic I took the vehicle to for this fix said it’s clear that this was not hit by anything, and its obvious to see that it was loose and from vibration over a long period of time, the bolt holes wore right through. I have pictures of the dust shield showing what it looked like after VW removed it as well, with no signs of damage that suggest it has hit a curb and ripped off like they try to say.
Finally, I was told the same thing with my mirror. That maybe I hit something, or because of ice (whatever/however that would be the cause), that it is a wear and tear part, etc.. Again, I haven’t hit anything, and there are no signs of damage anywhere else on or around the mirror. The fact a mirror is considered a wear and tear part is also rather interesting. And if ice is a potential reason they want to use to justify their refusal to cover the fix, then perhaps they should understand that winter’s can be cold in Canada, and people will still drive their cars in the winter, and having a mirror fall off shouldn’t be considered a normal occurrence.
So at the end of the day, I spent ~$1700+ on the best possible extended warranty, and it has done a combined total of nothing for me. I have spent 12+ visits to VW Guelph, taken lots of time off work, and paid for half of the fixes out of my own pocket anyway. And the things that I did not have to pay for, were only done so after multiple visits, failed fixes, and me standing up for myself and refusing to pay the ridiculous diagnostic fees and replacement costs that they tried to make me pay for. If my experience is in any way a representation of how VW Guelph and VW Canada as a whole like to treat their customers, then it is despicable and plain wrong, and potentially even illegal. I am at the point now where I will be seriously considering legal action, not even because I care about what I have had to pay for myself, but out of principle, because of how I have been treated and given the run around from day one. Consider avoiding the warranty, and definitely avoid bringing your vehicle to this dealer for anything warranty related at all, unless you’re willing to pay out of pocket, in which case they will be more than happy to help you. You’ve been warned.