Complaint Review: Prestige Imports - Volkswagen Of America

I have a 1999 Jetta 2.0 that I purchased new in January 1999 at Prestige Imports, Santa Rosa California. This vehicle has been a problem from the start. The first problem was a yellow leaking substance coming from all doors via the leak holes designed to let the rain out. I was told by the dealership that this is a substance called "cosmoline" a rust inhibitor and it will clear up (Note: a rust inhibitor that clears up, doesn't sound like a rust preventor for long term") Anyway the substance did not clear up. In fact, it was worse in high ambient temperatures.

This situation has caused damage to the vehicles paint, several pairs of pants and is very unsightly to look at, especially on a dark green Jetta. To date (Dec 2003) the substance still leaks out and it has been to the dealership several times for repair and resolve.

Other situations with this dealership and car is as follows:

Door locks broken x (2)
Mirrors falling off
Temperature guage malfunctioning
indoor door panels fell off
peeling top coat
broken fuel access door latch
Engine burning oil
Warranty oil change. They didn't tighten the oil drain plug which came lose on the 1.5 hr drive from the dealership causing the vehicle to stall and stranding my wife and 7 year old daughter on the road for 2.5 hrs. (Note) Dealership refused to pick up vehicle as promised for maintenance warranty work, we had to drive to and from.

When the oil situation happened I wrote several letters. One went to the Service MGR at Prestige (Ron Van Der Kratt); The General Mgr. of Prestige; Volkswagen of America, Auburn Hills, Michigan. I received a response from Ron Van Der Kratt, a meeting with the General Manager, but never an acknowledgement from VW of America, even though I sent certified.

The meeting at least was documented and a diagnostic was performed, it was only performed after much arguing and after the personal visit with the General Manager (see above)

Because of all the service problems and promises left unkept, our faith in this dealership plus distance from our home, left us thoroughly disgusted.

The latest scenario was when my battery was in need of replacement. I consulted the technical manual that came with the vehicle (Booklet 3.2 pages 47-51) on changing the battery. After changing the battery per the instructions, also with the same size and specifications as with the battery that came with the vehicle new. I started the car and immediately the "check engine" light came on. I drove the vehicle and every time the tachometer would hit 3000, the vehicle would almost stall (I have a manual tranny)I called Prestige Imports and spoke with Ron Van Der Kratt, Service Mgr. on 11 Dec 2003. I asked is there a computer reset needed after a power loss (note: I researched the internet and found the TSB bulletins 1099-12 and 1099-15 "Procedures after power loss" from Volkswagen, so I was prepared. He said no way, Its definately something else, possibly a Mass Air Flow sensor, O2 sensor definately not the computer.

I mentioned the TSB bulletins and he said he wasn't aware of them and that I would have to bring it in. The first date he could give was December 23, 2003.

Needless to say, I didn't bring it to them because of my past experiences and he was lying right to my face or in this case, the phone. Note: I also found a procedure report written by Jim Newkirk that is titled "Reprogram basic settings when power is loss" It states in 1996 on OBD II computers if power is loss to the PCM or throttle controller for any reason (disconnecting the battery is the most common) all settings will be erased because memory is stored in volatile memory. It also gives the 1999 Jetta 2.0 engine as an example (my car)

No where in the manual under battery change does it say that you will have to get the computer settings reset after power loss. It says you'll have to reprogram the radio, power windows and mileage info on dash-thats it. In fact on page 48 Volkswagen encourages you to remove your battery if you are storing it for long periods, such as winter, so the battery will last.

Volkswagen of America has basically a built-in guarantee that they're going to get money from you when you change your battery, a simple yet costly procedure. It cost me 178.00 dollars to get re-programmed, plus 90.00 dollars for the battery. Volkswagen wanted 146.00 dollars for the battery alone.

I spoke with Prestige again and have written to them asking to explain themselves and there lying. I was put on "terminal" hold and letters have never been answered. I contacted Volkswagen of America via the internet and was called back by a girl named Jonise. The call lasted 40 minutes, which 20 minutes I was put on hold so she could call Prestige Imports and Ron Van Der Kratt. and when I challenged her statement: VW recommends that you never work on your own vehicle. When I said then why do you have written procedures that you give with the sale of a new car, she just kept repeating the same thing, like a robot.

It was actually quite funny. Then I brought up the TSb bulletins, which she read on her end. She said she wasn't technically experienced enough to understand. I then asked her to put me in contact with a field technician and she told me she was it. I find it funny that VW of America doesn't have a technician avaiable at the American headquarters. I then asked Jonise where would this complaint would go from here since it is not resolved. Her response- This is it

So, at this point I have contacted the BBB, Consumer Affairs, Attorney General of California and yourselves for investigation. I plan on calling or submitting a letter to the Press Democrat of Santa Rosa, California to see if the are interested in doing a story on consumer lying and fraud.

I wonder how many people have been told that their Mass Air Flow Sensor, O2 sensor, computer or other electrical problems were faulty when it was just a reprogram problem??

P.S. Did you also know that there is a pre-screen filter before the air filter in the plastic air bow, next to the battery case. You can't see it because of the battery tray compartment. It is a fine mesh screen like you would see in a coffee maker. Held in place with two phillips screws. If this gets clogged for any reason (bugs, dirt, etc your vehicle starts running rough and lean. I brought it in to them (Prestige) and they replaced the vacuum hose. When I said it still wasn't running right I showed them the pre-screen. The mechanic just stood there dumbfouned. Again, this screen is mentioned no where in the tech manual, another built-in guarantee from VW that you'll be paying some money to them

Thanks for your time and consideration

William
Cobb, California
U.S.A.

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