"End of Lease- prepare yourselves! 0 stars!"
Guys, this is lengthy, but its worth the read! If you have an end of lease coming up make sure you see someone who knows what they're doing! I called a week before my lease end date just to make sure whomever I was dealing with could take some time with me to go through the paperwork and ensure I had everything I needed with dropping off my 2016 golf, since I had never done this before (and is it not their job??). I dealt with Cody Wood who is the sales MANAGER and apparently the only person who deals with the end of lease process. He told me on the phone that the process should be pretty simple and wouldn't take much time, but I still had an appointment scheduled. I also had an inspection done a week prior to this call and it turned out I had a flat tire the day of- so I needed to repair the tire and with this there was a notification light on regarding pressure loss which also needed to be confirmed "resolved" by the dealership.
So the day comes for my lease return. I sit down with Cody and explain that I firstly forgot my second FOB and would have to bring it later on in the day. Secondly, I explained that I had my receipt for my flat tire that I replaced and thirdly that I would require a letter sent to VW Finance stating I have complied with my inspection requirements. I then showed him my receipts of damages the past 4 years and asked him to copy them so that they too can be sent to VW Finance per my end of lease requirements. During this, he said he had no contact information to send this documentation to and that he is really "just a middleman" between the car and VW Finance. I mentioned that I *neeeed* this paperwork actually sent to them as I had been speaking with an end of lease representative from VWF on the phone regarding what they needed from me. I stated the importance of having this sent and he continued to repeat himself that he has no contact information (Volkswagen Finance has contact information all over the internet.. but OK, I guess I should have given him their number myself). He then was doing things on the computer- to which I had no clue as he was not explaining himself and then put a stack of 5 pages or so stapled in front of me and told me that this was 'just my vehicle return receipt' and that I was good to go. I also noticed the letter he had wrote spelt my name wrong, to which I asked if he could correct it. He said, "it doesn't really matter but OK." I then for the last time stated- "OK (feeling pretty dismissed and uneasy about my paperwork) the only thing I need is confirmation that this will get sent over to them or I will need to do it myself" as he still didn't answer how this was going to happen. He then said- "I don't know how many times I need to repeat myself- I have no contact information," to which I stated, "well you're clearly not answering my question as to HOW THIS PROOF WILL GET TO THEM which is what I need!" he then said, "An inspector will come here to see that everything has been done, which then the information will get sent to VW Finance." WOW THANK YOU FOR THAT NEW INFORMATION AND FOR FINALLY ANSWERING MY QUESTION. During this time, I believe I had signed my vehicle return receipt and I was so frazzled with the negative turn of this experience that I ended up just taking this stack of paperwork and got the xxxx out of there. Upon me leaving, he stated, "Have a great day."
When I got home, I was reading my inspection email and I realized I was supposed to have filled out a vehicle history disclosure statement which I did not recall us doing, nor did he mention I needed. Since I had to unfortunately return back to the dealership to drop off my second FOB, I figured I would ask about this. So 5pm rolls around, and I go to the front desk to state I just need this form FROM LITERALLY ANYONE. A random salesman Trevor comes up to me after speaking with Cody (his desk is in the open) and says, "So Cody has talked to his federal manager (or something rather) about who to send the paperwork to." I'm like, "Uh ok, that is not why I am here but I did talk to someone from VW Finance this afternoon and I can give you that contact information but cool. I actually need a vehicle history disclosure form." So he goes back to Cody, and then comes back to me and says, "It will be 5 minutes." It was pretty obvious Cody was avoiding me. Superrrr unprofessional. Cody comes and sees me after some time of waiting and I ask him about this disclosure form per my inspection email, and even showed him the email I had. He stated I didn't need one unless I was buying, not leasing. I told him I was unfamiliar with this whole process and just wanted to make sure. He was adamant that I didn't need one. So, being naïve, I believed him and left. After returning home and after a full day and half of work (I work in the states), I was finally able to sit down and fully go through the forms he gave me. Turns out, he DID fill out my vehicle history disclosure form WITHOUT my knowledge and somehow knew all of the answers to what my vehicle had been through the last 4 years. Out of 18 questions, 5 were SUPPOSED to have been checked YES but he carelessly went through this on his own and checked NO for ALL- even with me giving my damage receipts to him to copy. What is shocking is that he didn't even realize this was the form he filled out or else he would have mentioned it when I asked about it. The other shocking fact is I could have signed this without realizing with all the upset that had happened.
Anyways- the next day I had to call VW Finance to tell them the situation with how uncomfortable I felt and that I needed to send my own copy of my history disclosure form - thank GOD I didn't sign his. I even sent them all my vehicle repair receipts because I honestly felt so uneasy leaving my documents in the hands of this person and obviously for good reason! The sad part is that I felt too uncomfortable at the dealership to sit there and actually go through the paperwork he gave me, and he CLEARLY did not have the patience for it either. He didn't even have the respect to spell my name correctly.
I then called the dealership to speak to the general manager about my horrible experience with Cody. He was unavailable and a message was left with reception. No shocker there- I received no call back. To sum it all up- Go Autohaus VW on Pembina is the most unprofessional dealership with VW I have EVER experienced in my 4 years of service. I am SO GLAD to never step foot in this place again. Shame on all of you.