20k Service done by VW - Having Issues, anyone else ?

[Airborne1cav]

I had my 2014 Passat TDI in for 20k service yesterday at the local VW dealer. Along with the 20k checklist I also had them update to software for the turbo issue.

When I was cleaning out the car today I noticed the 2 plastic screws that hold in the carpet retainer under the pollen filter were missing. I know for a fact they were there when I took the car in for service because I just installed footwell lights. Anyways, I go back to the dealer and they informed me the mechanic had forgot to replace them, no big deal right?

Now I just got home and noticed they didn't rotate the tires either!? I know because I have a small scratch on the front drivers side rim. Called the dealer back again and asked about it, the service rep told me something about they won't rotate them if they don't need to be.

I'm thinking 1) I've never heard of or seen this out of all the times I've had cars serviced at different shops. 2) If they last got rotated at 10k, next time they would get rotated would be 30k....20k in between tire rotations, a bit much? 3) If they forgot to put the plastic screws back in, didn't rotate the tires, how do I even know they did the other items on the checklist ????

 

[iantryinit]

I prefer to do most maintenance myself. Well I didn't get free service while on warranty up here in Canada so made the choice easier. My Passat was in dealership for over two weeks and hate to think of what could be wrong. I hope you found everything that they missed.

 

[Airborne1cav]

Yeah, I like to do the maintenance myself if I can as well, but if VW will do it for free than I (thought) that would be okay. Oil seems to have been changed (as it appears cleaner than before) DEF looks to be filled as they spilled some drops around the filler neck. Pollen filter was changed, Not sure about fuel filter though ?

Anyways, I opened up a case with VWOA.

 

[jimbo1mcm]

When my first 10,000 comes up on my TDI, I plan on putting a small scratch mark on the filter housing to make sure they removed it. The odds of them returning the filter to the exact same mark are 0. Trust and verify.

 

[Rico567]

I followed the same plan on our Passat when I took it in for the 10 & 20K services. Checked the invoice that all parts had been requisitioned, and that the oil part No. was correct. Immediately checked the dipstick to see that the oil was fresh. When they did the fuel filter on the 20K, I asked for the old filter back, plus put a spot of nail polish where the lid of the filter canister joins the body- and it had been broken.
The only thing that was questionable was that they informed me on the 20K that the car needed a $100 alignment. I don't let dealers touch wheels, tires, or do rotation, etc., so I took the car to my trusted tire store for a rotation, and they said the alignment was fine.
As 'jimbo1mcm' said, "trust and verify."

 

[Airborne1cav]

Regarding both of the last two responses - I'm glad I'm not the only one who thinks this way! You guys are definitely ahead of the game though, oh well, lesson learned!

 

[big_ole_truck]

Some service depts. are definitely not trustworthy. The key is to find one that is or do it yourself. VW diesels tend to be inclined more for those with mechanical abilities than not. Nonetheless, if you prefer to have a VW dealership do the work, check others' opinions on the net first. One good spot to start is dealerrater.com service reviews. Not all people that had a good experience will rave about it on a site but you can bet if there's an overwhelming stash of negative reviews, it's probably right.

 

[VeeDubTDI]

The other problem with dealer service is that it can be inconsistent. A dealership can have a dozen technicians or more, with varying levels of experience and training. You might get a great tech who knows TDIs very well on your first visit, and a new guy who hasn't been through all of the training on your second visit.

I prefer to keep vehicle maintenance limited to at-home services or at an smaller independent shop that doesn't have high staff turnover rates.

 

[ruking]

I would bring it back to get the tires rotated AND the screws reattached.

There is a TMI, even with the oem recommendation @ 10,000 miles tire rotation, 5,000 miles rotations are BETTER.

 

[Revpeach]

I know they changed my fuel filter at the "free" 20k service. It was leaking and I had to take it back to them to fix it. I've go 73k miles on the car now and do everything myself.

 

[Lincoln]

OP, I had pretty much the same results at the same dealership. Will be going to the one in Bellevue (several on here recommend them) for future service. Pretty sure the one in Auburn didn't rotate at 10k (though I didn't check) and I'm sure they didn't at 20k because of a scratch on one wheel. Same BS about not doing it if not needed. Same spilled Adblue. Same feeling of them not really giving a crap whether they do a quality job or not.

 

[1gunther1]

I had the same BS on both of my TDI's with regards to the tire rotation. Total BS. We paid to get the tires rotated. The dealer is stealing from my perspective. As an FYI the dealership is Wes Greenway in Alexandria VA.

 

[VernK]

In Canada, so that may or not make a difference, but at our 45,000 km service last week I asked them not to rotate the tires, as I'd rotated the winters when I put them on, and they knocked 20$ off the bill for the service.

Yours
Vern

 

[VeeDubTDI]

I had the same BS on both of my TDI's with regards to the tire rotation. Total BS. We paid to get the tires rotated. The dealer is stealing from my perspective. As an FYI the dealership is Wes Greenway in Alexandria VA.

I am surprised that Wes Greenway is pulling the tire rotation crap on you. I thought they were above that.

 

[pparks1]

you definitely want to rotate those tires, whether they appear to need it or not. If you don't, you will likely find some road noise and such coming from cupped tires when you do get around to rotating them.

I don't worry about the dealer doing rotations for me, as I bought winter tires and wheels from discount tire. Had them put road hazard certificates on my OEM tires, and they will rotate them for free for me. I try to rotate them every 5k to 8k miles.

 

[Airborne1cav]

Received a call from VW Customer Service, they said they talked to the service manager at the dealership and confirmed with him the tire rotation situation, and agreed with the dealerships decision. I was offered free tire rotation and something from the gift shop at my next visit. I'll go back in a week or two and get it done, my free scheduled maintenance is up though, so back to my regular mechanic after this!

 

[tdiatlast]

Yeah, I like to do the maintenance myself if I can as well, but if VW will do it for free than I (thought) that would be okay. Oil seems to have been changed (as it appears cleaner than before) DEF looks to be filled as they spilled some drops around the filler neck. Pollen filter was changed, Not sure about fuel filter though ?

Anyways, I opened up a case with VWOA.

Maybe this is paranoid, but based on experience, and several posts here, if I were you, I'd check beyond just around the filler neck for excess DEF. Very easy to do, and very easy to see if it was splashed.

As for taking it back for your "free" rotation, I wouldn't do it. If you had to "open a file" about your situation, you may have opened a hornet's next. I don't trust belligerent service folk of any trade. Whenever necessary, I usually make a complaint and just move on, unless the service rep acknowledges to me that they made a mistake.

 

[1gunther1]

I am surprised that Wes Greenway is pulling the tire rotation crap on you. I thought they were above that.

Not at all. It is their normal business based on it happening on both of my cars! Pretty sad for sure.

VW NA should be pissed that they are getting cheated as well. I assume that they pay the dealerships for doing the service?

So where can you get honest service here in nova???

 

[tdiatlast]

1gunther1: pm sent

 

[Airborne1cav]

Maybe this is paranoid, but based on experience, and several posts here, if I were you, I'd check beyond just around the filler neck for excess DEF. Very easy to do, and very easy to see if it was splashed.

As for taking it back for your "free" rotation, I wouldn't do it. If you had to "open a file" about your situation, you may have opened a hornet's next. I don't trust belligerent service folk of any trade. Whenever necessary, I usually make a complaint and just move on, unless the service rep acknowledges to me that they made a mistake.

I did a thorough check around the area and didn't see any more DEF fluid, so it looks like they just spilled a few teaspoons.

As for taking it back - yeah, you're probably right! I will probably just jack it up this weekend and do it myself. Not worth having a pissed off mechanic messing with my car.

 

[VeeDubTDI]

Not at all. It is their normal business based on it happening on both of my cars! Pretty sad for sure.

VW NA should be pissed that they are getting cheated as well. I assume that they pay the dealerships for doing the service?

So where can you get honest service here in nova???

I go to Merv's Auto in Springfield when a service is beyond what we can do in the driveway. He has been around for 25+ years and is pretty straight forward with service and pricing. Every time I've been there he has had at least one TDI on the lot.

Since Jeremy at PD Autowerks moved to Winchester recently, I'll probably start taking things to him instead of Merv. He is better equipped for VW stuff and is familiar with Touaregs.

 

[Rico567]

<snip>

As for taking it back for your "free" rotation, I wouldn't do it. If you had to "open a file" about your situation, you may have opened a hornet's next. I don't trust belligerent service folk of any trade. Whenever necessary, I usually make a complaint and just move on, unless the service rep acknowledges to me that they made a mistake.

I won't let a dealer touch my wheels or tires. This work is usually done by lowest man on totem pole in the service department, and the chances of a problem are magnified. I think the local VW service department was a little surprised at the 10K when I told them not to touch the wheels/ tires. Then at the 20K, they went so far as to tell me that the steering wheel was "-a bit out of true-" and the car needed an alignment....for $99. I had already told them not to do anything to the wheels or tires, so I said "No thanks" and took it to our tire store, which we've used for over 25 years and trust implicitly. They did the rotation, did an inspection, and assured me that the car did not need an alignment.

 

[tyrntlzrdking]

Had my car in today for 20k maintenance. Adblue was not topped off. Obvious top cover was not even removed.
Makes me wonder what else was not done.

 

[TheGrove]

Had my car in today for 20k maintenance. Adblue was not topped off. Obvious top cover was not even removed.
Makes me wonder what else was not done.

I found that for the first several trips to be serviced I had to remind them to top off the Adblue. Now the service department knows I always ask so when I forgot a couple times ago the brought it up.

 

[tdiatlast]

For the record, 20k service just performed at Autobahn VW, Ft. Worth, TX. All is well, including the are around the oil filter canister and AdBlue tank. No spills of any kind.

I requested the same VW certified tech that I've worked with for a few months, whose bay is adjacent to the SA are, through a glass wall. I can watch every step if I so desire. So yes, proper oil, AdBlue, FF, etc.

 

[1gunther1]

Had my car in today for 20k maintenance. Adblue was not topped off. Obvious top cover was not even removed.
Makes me wonder what else was not done.

This seems like it is a systematic problem with VW dealerships. Not a way to keep customers. I really like the car. But the car is useless if you can't reliably get it serviced.

OP when I had my 20K service done I had adblue all over my trunk. I would have perferred that they put the adblue in the tank not the trunk!

 

[1gunther1]

1gunther1: pm sent

Thanks for the PM!

 

[psd1]

This seems like it is a systematic problem with VW dealerships. Not a way to keep customers. I really like the car. But the car is useless if you can't reliably get it serviced.

OP when I had my 20K service done I had adblue all over my trunk. I would have perferred that they put the adblue in the tank not the trunk!

Systemic or not, there are always alternatives to a dealership for service. The first being your driveway where a majority of these items can be handled fairly easily.

 

[Lincoln]

Pretty sure they also didn't top off windshield wiper fluid in mine. I hardly ever use it, but did last night and the empty light came on. Minor, but it does make me wonder what else they skipped. Hate dealing with people like that.

 

[pedorro]

Had my car in today for 20k maintenance. Adblue was not topped off. Obvious top cover was not even removed.
Makes me wonder what else was not done.

At your 30K service ask them for the DEF fluid and state that you want to fill it yourself. That's what I did and I have enough fluid left over to use for my 40K service, which I'm planning to do myself.