Going for 100k service, dealer said we didn't do DSG at 80k

Smashed Ixnay

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So I had my wife schedule an appointment with the same VW we have been going to from where we bought the car, because they have been great to us, so I think anyways.

My wife went in in December 2014 to do the 80k service. They quoted her about $500, but after they finished everything they called her up and told her a different price; around $421. She paid and then a rep said they got her receipt mixed up with another persons that was $421, but since my wife already paid, they let it go.


Fast Forward to today and they said we didn't do the DSG at 80k miles. We are going for the 100k service in the next few days, so this kinda blew me away because the $80k service was $421 (was supposed to be $500+-). I thought the 40k was the same as 80k service, so I assumed they did it.

I'm looking at my 80k service receipt and it's saying they performed the 20k service, from what I can understand. I'm wondering when they mixed up the paperwork with the other persons if they performed the 20k service on our car and maybe did the 40k on the other persons car?

Here is the paperwork.







In the top right corner you can see the 79k miles and in the book they stamped the 80k service as being done.


The car has been fine while driving, but it's still kinda scary knowing they may not have done the DSG service and we been driving like this when it should have been done 20k miles ago, but in reality it may have been 60k miles ago.

They are quoting us $300 for the DSG service. Is there anything we should argue about when my wife goes there? It sucks cause I can't go with her because the book says 80k service was done, which includes the DSG. The 80k service was expensive as heck to me, for it not to include the DSG service that is. Our 40k was about $520, iirc.


 

hybridkiller

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Is there anything we should argue about when my wife goes there?
In my mind, the fact that the vehicle mileage on the receipt says 79K miles, while the work order says 20K service, is proof that they screwed up. I would gently explain this to them and suggest that they should comp you the DSG service, since not only had you been led to believe that you had already paid for it, but it is now their fault that the DSG has run 20K beyond the recommended interval. I would not let them off the hook on this. If they blow you off, calmly ask them if you need to contact VW Customer Care and explain the situation to them. If this doesn't get their attention then I would call VW CC - I hear VWOA is in a very accommodating mood these days...
 
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meerschm

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you did not pay for the DSG service, they did not do the DSG service.

The price is mid level dealer pricing, but that is what it is.

you might get somewhere making noise, but is that who you want to be?

it at least is good they caught it now, and not wait till 120k.

you are late on the DSG, but if your car is driven nice, it probably is ok.
 

hybridkiller

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you did not pay for the DSG service, they did not do the DSG service.
That's not the point - the point is that they screwed up, and the fact that he trusted them not to doesn't shift the blame to him (or his wife).
you might get somewhere making noise, but is that who you want to be?
You're right, he should just lay down and let them roll right over his wife. :rolleyes:

There's a way to handle this that doesn't involve acting like a whiny PITA. All he needs to do is politely ask them to make it right, and if they refuse, then call VW customer care and take it up with them.

you are late on the DSG, but if your car is driven nice, it probably is ok.
Agreed.
 
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C3156

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I thought the 40k was the same as 80k service, so I assumed they did it.
Okay, well you know what they say about assumptions. And we are only hearing one side of the story. What did your wife ask the dealer to do? What she said and what you wanted may not have been the same thing.

You paid and received a 20k service, says so right on the receipt. The time to question should have been a year ago, not now that a lot of time has passed. If you want to raise a stink, go ahead. I think VW will have the same response I did, should have brought it up sooner.

My opinion is similar to meerschm, if she drives it nice, it is probably okay. Get the DSG service done and move on.
 

compu_85

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The first DSG service at 40k is important. Later services can have more extended intervals.... just do the service now.

-J
 

hybridkiller

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The default position here is that when you bring a car in for service at a new car dealership, they look at your mileage and tell you what service(s) the car is due for based on the OEM recommendations. The OP is going to the same dealer where he bought the car - the entire service history is in their system, and that system generates a list of what is needed based on the current mileage. Do you guys actually think that the service manager sits there and manually enters every item on the service order? You haven't dealt with a dealership lately, have you?
New car dealerships (and VW is no exception) have set things up so that the customer doesn't have to figure out what does or doesn't need to be done and when. It's not right for them to now say that he should have figured out that the recommended service wasn't done and it's not their problem.

I personally scrutinize and double check every work order on my car, but not everyone does that, and dealers have led customers to believe that they don't need to worry about it. Of course dealers are going to screw up occasionally, and of course it helps if you can catch them at it right away, but that said, the OP is still justified in holding them responsible.
 
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ksing44

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I still go to the dealer, but I gave up on asking for regular service interval services. Instead I review the list of things to be done at each interval and specifically ask for each item I want done. I skip all the checks because I always wondered if they were being done and it seems the important checks get done as part of the State Inspection. I think it's saving me some money and there is no question about what is being done or not being done.

I know this doesn't solve the OP's problem now, but it could help in the future.
 

jpurre

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I just did my 80k service at the dealer. While the DSG is recommended every 40k, it is not included in the 80k service by default. I had to tell them I want it done. The 80k service cost me $349 and the DSG service cost $279. As long as the transmission still shifts ok, there should be no harm. As stated before, just have the DSG done soon. The dealer in this case clearly dropped the ball.
 

hybridkiller

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Smashed Ixnay

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The default position here is that when you bring a car in for service at a new car dealership, they look at your mileage and tell you what service(s) the car is due for based on the OEM recommendations. The OP is going to the same dealer where he bought the car - the entire service history is in their system, and that system generates a list of what is needed based on the current mileage. Do you guys actually think that the service manager sits there and manually enters every item on the service order? You haven't dealt with a dealership lately, have you?
New car dealerships (and VW is no exception) have set things up so that the customer doesn't have to figure out what does or doesn't need to be done and when. It's not right for them to now say that he should have figured out that the recommended service wasn't done and it's not their problem.

I personally scrutinize and double check every work order on my car, but not everyone does that, and dealers have led customers to believe that they don't need to worry about it. Of course dealers are going to screw up occasionally, and of course it helps if you can catch them at it right away, but that said, the OP is still justified in holding them responsible.
Every time we have gone we have had everything done for that service interval. I know they don't do everything, but major things they do. I didn't pay attention to the paperwork bc I didn't go and they Always do everything.

In my mind, the fact that the vehicle mileage on the receipt says 79K miles, while the work order says 20K service, is proof that they screwed up. I would gently explain this to them and suggest that they should comp you the DSG service, since not only had you been led to believe that you had already paid for it, but it is now their fault that the DSG has run 20K beyond the recommended interval. I would not let them off the hook on this. If they blow you off, calmly ask them if you need to contact VW Customer Care and explain the situation to them. If this doesn't get their attention then I would call VW CC - I hear VWOA is in a very accommodating mood these days...
I think this is the direction I'm going to tell her to take. Thank you

you did not pay for the DSG service, they did not do the DSG service.

The price is mid level dealer pricing, but that is what it is.

you might get somewhere making noise, but is that who you want to be?

it at least is good they caught it now, and not wait till 120k.

you are late on the DSG, but if your car is driven nice, it probably is ok.
I did not pay for a 20k service. I paid for an 80k service, which includes the DSG. Iirc, the 20k is kinda like the 60k service and shouldn't cost $421. The car still drives nice, but I go on time for service work and play a premium for it bc I don't have time to do it. So yes, I did pay for a DSG service, but they screwed up.

That's not the point - the point is that they screwed up, and the fact that he trusted them not to doesn't shift the blame to him (or his wife).

You're right, he should just lay down and let them roll right over his wife. :rolleyes:

There's a way to handle this that doesn't involve acting like a whiny PITA. All he needs to do is politely ask them to make it right, and if they refuse, then call VW customer care and take it up with them.



Agreed.
I told her to talk to them nicely and see how it goes. If it doesn't get anywhere, then we will talk to VW.

Okay, well you know what they say about assumptions. And we are only hearing one side of the story. What did your wife ask the dealer to do? What she said and what you wanted may not have been the same thing.

You paid and received a 20k service, says so right on the receipt. The time to question should have been a year ago, not now that a lot of time has passed. If you want to raise a stink, go ahead. I think VW will have the same response I did, should have brought it up sooner.

My opinion is similar to meerschm, if she drives it nice, it is probably okay. Get the DSG service done and move on.
She asked for the 80k service and didn't get it apparently. Why would she ask for a 20k service when the car had 79k miles at the time? Every record of service is with them, and on time. We wouldn't skip out on something this big bc we already paid for everything prior. We know how important something like the DSG service is. I remember talking to her when she made it and reminded her it would be expensive bc it included the DSG.


The first DSG service at 40k is important. Later services can have more extended intervals.... just do the service now.

-J
It'll get done. I'm still on the fence if I should get it done on Thursday. If they take care of it I'll definitely get it done but if they don't want to own up to their mistake then I don't know if I should wait and contact vw first or just get it done and then still complain to VW to see if I'll get reimbursed.

I still go to the dealer, but I gave up on asking for regular service interval services. Instead I review the list of things to be done at each interval and specifically ask for each item I want done. I skip all the checks because I always wondered if they were being done and it seems the important checks get done as part of the State Inspection. I think it's saving me some money and there is no question about what is being done or not being done.
I know this doesn't solve the OP's problem now, but it could help in the future.
We go to the dealer because it's more convenient. I don't have time to do it and I'd rather have it done correctly so that's why I go to them. I even go an hour out of my way to go to this dealer because they have been good to us. There is one in Lakeland but they are god awful. They are only 10 minutes away but I'll never go there again for anything. I only went there because I had to have a battery replaced under warranty and it was a big hassle.

I just did my 80k service at the dealer. While the DSG is recommended every 40k, it is not included in the 80k service by default. I had to tell them I want it done. The 80k service cost me $349 and the DSG service cost $279. As long as the transmission still shifts ok, there should be no harm. As stated before, just have the DSG done soon. The dealer in this case clearly dropped the ball.
When my wife made the appointment I remember her telling then it was for the 80k service. When we did our 70k service they even made a big deal to remind us that the next one was the big one. When she talked to him she even ask them why it was so expensive and they told her it was because it included the transmission service. The 80k service does include the DSG by the book.


http://pics.tdiclub.com/data/516/2011_All.pdf

Sounds like another dealer screwup - it is most certainly in the official VW maintenance schedule @40K, 80K, 120K, etc. Maybe they entered your VIN incorrectly, idk.
Thank you. I know it is included in the 80,000 mile service. I remember tell them my wife if she thought that one was expensive and just wait for the 120,000 miles service because its all of that and include the timing belt which is going to make it very expensive.
 

740GLE

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"trust but verify"

Your wife signed their documentation which means you owned up to what they did to your car.

I'd be happy if they split the difference with you on a DSG service, heck thats 150$ in your pocket and 10K extra miles on your DSG fluid.

My question is how much did they charge for your 40K service? if it was also $421, sounds like they never did it then either!

Also smart move on having the "brake fluid flushed" I'm sure they really did that too, cause $20 doesn't even cover the labor to undo the reservoir cap.
 
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ShawnShady

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Ahhh, just another reason I do my own service/mechanic/repair work ����
 

hybridkiller

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Your wife signed their documentation which means you owned up to what they did to your car.
When you sign the service order you are simply agreeing to pay for the work that they have recommended. In no way does it mean you are assuming responsibility for ensuring that the proper work is being done (based on their judgement), or that it is done correctly - that is still on them.
 
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Smashed Ixnay

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"trust but verify"
Your wife signed their documentation which means you owned up to what they did to your car.
I'd be happy if they split the difference with you on a DSG service, heck thats 150$ in your pocket and 10K extra miles on your DSG fluid.
My question is how much did they charge for your 40K service? if it was also $421, sounds like they never did it then either!
Also smart move on having the "brake fluid flushed" I'm sure they really did that too, cause $20 doesn't even cover the labor to undo the reservoir cap.


The 40k service was around $520-$540
 

jpurre

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http://pics.tdiclub.com/data/516/2011_All.pdf

Sounds like another dealer screwup - it is most certainly in the official VW maintenance schedule @40K, 80K, 120K, etc. Maybe they entered your VIN incorrectly, idk.
Yes, I realize it's in the manual and everyone knows DSG is every 40k, but my point was that the 80k service at the dealer is generic and doesn't include the DSG within the $349 price. I specifically told the service advisor that I have a diesel with DSG. But not all service advisors are on their game.

Agreed, like Ron Reagan said, trust but verify.
 

hybridkiller

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Yes, I realize it's in the manual and everyone knows DSG is every 40k, but my point was that the 80k service at the dealer is generic and doesn't include the DSG within the $349 price. I specifically told the service advisor that I have a diesel with DSG.
Right, because inclusion of the DSG service will be determined by the VIN - obviously it won't show up for a non-DSG car. In the OP's case, we're talking about the dealership that sold him the car and where he has always had it serviced. His car is in the system which would automatically spec the DSG service @ 80K. Evidently they mixed up his work order with one for a different car/customer, and performed a 20K service instead - that's why they failed to do the DSG.
 
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dmarsingill

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I will put my 2 cents.....maybe they did the full service, but didn't charge you for it because the paperwork was screwed up. The 40,000 should have been between $650 to $800 including DSG. I noticed on the invoice that is was a basic 20,000 mile service plus a brake fluid flush. That would bring the price up. That is extra.

Donald
 

hybridkiller

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...maybe they did the full service, but didn't charge you for it because the paperwork was screwed up.
It wasn't done (@80K) because they just now told him it wasn't done when he went to schedule the 100K service.

Doesn't anybody bother to read the op before posting a comment?
 
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IndigoBlueWagon

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Dealers are having a hard time learning that DSGs have to be serviced every 40K, despite the fact they've been in use for 10 years. Customers tell us all the time that the dealer has told them their DSG is "lifetime fill." They're just reciting what they learned years ago.

When I had my '02 serviced at our local dealer a few times right after purchase I always had to argue with them to use synthetic oil. Same problem.

DSG service obviously isn't on the invoice. And what you paid for the 20K service sounds high, but it's probably about right for a dealer. So get it done now and move on. You can try and appeal to the dealer's sympathy for perhaps misleading you, and if that works, great. Either way, the transmission needs the service.
 

hybridkiller

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IBW - you may have missed this from the OP:
When my wife made the appointment I remember her telling then it was for the 80k service. When we did our 70k service they even made a big deal to remind us that the next one was the big one. When she talked to him she even ask them why it was so expensive and they told her it was because it included the transmission service.
 
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IndigoBlueWagon

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Who is "they"? Did the same person write the work order who reminded her about the transmission service? Sounds like a left-hand/right-hand problem.
 

hybridkiller

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I absolutely think that - somebody at that dealership did their job right, and somebody else didn't.

IMO the service manager should butch up and make it right - at least comp the labor on the DSG service.
 
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Smashed Ixnay

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Yes, I realize it's in the manual and everyone knows DSG is every 40k, but my point was that the 80k service at the dealer is generic and doesn't include the DSG within the $349 price. I specifically told the service advisor that I have a diesel with DSG. But not all service advisors are on their game.

Agreed, like Ron Reagan said, trust but verify.
We have gone to the same dealer every time. I didn't want different people putting hands on our car, so we go out of our way to ensure the same people are working on the car. They know we have a diesel. When we had 30k miles they reminded us the next one was the big one. When we had 70k miles they reminded us that the next one was the big one.

It all depends on the dealer you go to. I called the David Maus in Orlando and they quoted me $1k+ for the 80k service. I was just trying to get quotes and probably would have gone if they gave me a great deal, but it obviously wasn't close to a deal compared to what I paid for my 40k service.


Right, because inclusion of the DSG service will be determined by the VIN - obviously it won't show up for a non-DSG car. In the OP's case, we're talking about the dealership that sold him the car and where he has always had it serviced. His car is in the system which would automatically spec the DSG service @ 80K. Evidently they mixed up his work order with one for a different car/customer, and performed a 20K service instead - that's why they failed to do the DSG.

We had the same guy do our service every time, except once. I can't recall if the 80k service happened to be that time, but they knew it was a diesel and needed the DSG service. Considering what we paid for the 80k service, I really think they dropped the ball and performed a 20k service instead of the 80k service. I think they truly mixed up the paperwork with someone else b/c the original price for the 80k service they told us was $500+, but when they rang my wife up they said $423, so she gladly paid it. After she had they realized, but it was too late. That was their mistake, not ours.

I always go with my wife, but right now I'm working a lot and can't go with her b/c of our schedules. The one time I don't go is when this happened. It is late that we now noticed they didn't do the 40k, (though I feel they charged us for it), but I didn't worry about it b/c we've always gone to them and they quoted us the price for the 40k service.

I will put my 2 cents.....maybe they did the full service, but didn't charge you for it because the paperwork was screwed up. The 40,000 should have been between $650 to $800 including DSG. I noticed on the invoice that is was a basic 20,000 mile service plus a brake fluid flush. That would bring the price up. That is extra.

Donald
The 20k is the same as the 60k service by the book from what I'm looking at. The 60k is the same as the 100k. I don't know what they quoted her for that, so I'll call tomorrow as the service department is closed. Either way, all 3 of those service intervals are practically the same as the 50k/90k service, which we only paid $81.83 and $117.10 for. The only different is for the 20k, 60k, 100k to the 90k service is that they change the fuel filter. There is no way changing the fuel filter would make something we paid $117.10 go up to $423.


My 40k was cheaper. I guess it depends on the dealer you go to. I dug up a quote from and old post of mine about it.


We were originally quoted $764 I believe for the whole 40k service. After all was said and done today we paid $482 for the whole 40k service.
So we paid $482 for the full 40k service. $421 (actually was $423 after looking at the paperwork) was the price for our $80k service. It's less yes, but no way the $20k service should have been $423.

It wasn't done (@80K) because they just now told him it wasn't done when he went to schedule the 100K service.

Doesn't anybody bother to read the op before posting a comment?
Thanks. I was using my phone today and couldn't type everything the best I could b/c I was in a hurry trying to answer everyone.

That's correct. They charged us the 80k service price, but did not do the full 80k service, and instead did a 20k service. We only found out b/c we were going to schedule the 100k service and they told us the DSG was not done at 100k and they highly recommend to do it.


Dealers are having a hard time learning that DSGs have to be serviced every 40K, despite the fact they've been in use for 10 years. Customers tell us all the time that the dealer has told them their DSG is "lifetime fill." They're just reciting what they learned years ago.

When I had my '02 serviced at our local dealer a few times right after purchase I always had to argue with them to use synthetic oil. Same problem.

DSG service obviously isn't on the invoice. And what you paid for the 20K service sounds high, but it's probably about right for a dealer. So get it done now and move on. You can try and appeal to the dealer's sympathy for perhaps misleading you, and if that works, great. Either way, the transmission needs the service.
It's high b/c they charged us the 80k service price, but did not perform the DSG work. I don't have the 60k invoice b/c my wife is working and it must be in the glove compartment of the car, but I don't see that one going over $200. I will have my wife let them know, and call me if needed, that it was their error, not ours. I want to get it service, but I don't think we should have to pay for it twice; even if it's technically VW paying since we are using the card they sent us.



Who is "they"? Did the same person write the work order who reminded her about the transmission service? Sounds like a left-hand/right-hand problem.
I can't say if they were the same person or not, b/c I wasn't there, but every time I have gone with her whoever helps her at the desk is the person that does the work for the car, so I assume it was the same person.

I absolutely think that - somebody at that dealership did their job right, and somebody else didn't.

IMO the service manager should butch up and make it right - at least comp the labor on the DSG service.
At minimum, I think they should do this, but I really think it should be on them to perform the DSG service at their cost. I'm not angry at them for not doing it at 80k, though we paid for it, but it does upset me b/c they want me to pay twice for a service that should have been done 20k miles ago. We are already in a mess with VW as it is when it comes to owning this car, so if the tranny starts to act up it really puts us in a whole another situation b/c of their error.

We are going to talk to them like normal people, but if they don't want to provide the service at their cost, then we will just call VW and I will gladly show them all the paperwork.
 

ksing44

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I remembered seeing this pricing before and found it again. And the brake flush is about $100 more based on my experience at the dealer, so your price paid is in line with the 20K service plus brake flush. It's also in line with the 40K service without the DSG service. I have definitely read about ~$800.00 quotes for the 40K with a DSG service at the dealer.

 
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meerschm

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that looks like a pretty old list from the Merced dealer. I want to guess it is focused on pre-2005 cars.
 

IndigoBlueWagon

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It'll be interesting to see how this gets resolved, but my prediction is that the 80K service costs $421 without the DSG service.
 

dgoodhue

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The transmission fluid parts isn't on your 80K mile receipt, so they at least didn't charge you for the fluid.

Do you have the 40k mile receipt? Does that list the DSG fluid and service? $480 almost seem to cheap for a Dealer pricing of a 40k & DSG service.
 

740GLE

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The 40k service was around $520-$540

Seems way to cheap!

Best of luck and like I said, I think you never paid for the DSG service when you thought you did. Be lucky if you can split the difference on a good faith of their mistake.

If I had a teeth cleaning, and they didn't charge me for xrays and I know they didn't do it them, how could I expect them to perform xrays for free? just because they have a good heart?
 

dmarsingill

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2011 Sportwagen Turned in , 2000 Z3 Coupe, 2003 Ford Expedition
It wasn't done (@80K) because they just now told him it wasn't done when he went to schedule the 100K service.

Doesn't anybody bother to read the op before posting a comment?
Just because the paperwork says it wasn't done doesn't mean it wasn't. Sounds to me like the paperwork got mixed up. No need to get your panties in a wad.

Donald
 
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