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Review content:
On Tuesday, 6/7/11, I made an appointment using Luther Westside's online system for service on my VW Touareg . First availble time was Thursday, 6/9/11. I was very specific on what service I needed - drive's side door sensor, Climate Control ""clicking noise"" (probably one of the step motors controlling the vents' opening/closing), tire pressure monitoring systems alert needs to be reset, and install a trailer towing package with class 3 hitch. When I was dropping off the car Wednesday evening, the service department had no record of my appointment, and since this was my first visit to Westside for service, they had to input all the same information that I had already supplied when I made the appointment (name, address, phone, year/make/model/VIN for the vehicle). The service rep tried three times to create a new customer record in their system, and failed all three times. He then used the ID of another service tech to create the record, then we had to go through the list of what service my vehicle needed (which I had already done in their online system, but which they could not find). Fine, we got the vehicle checked in after about 40 minutes. On Thursday, 6/9/11, I got a call back that said they reset the warning (good!), but that they did not have any of the parts needed for the other three items, and I could pick up the vehicle and they'd call me when the parts arrived. I did not get any calls from the service department, so I called on Tuesday, 6/14/11, to find out what the status of parts was. The service rep said that two of the three were in, but the trailer package was not in. I asked when it would be in, and he said he did not know, but would check (OK), and when he got back on the phone said the trailer package was in their warehouse and he didn't know why it wasn't shipped to the dealership, and promised to get it there ASAP and the service department would call me back when it arrived so we could schedule the service. So now, two days later and no call, I called the service department and what I got was ""Duh, the trailer package is still not here, I don't know what happened, your service rep is not in today, ....but lets schedule an appointment to get your service done - how about Friday, 6/24/11."" FRIDAY THE 24TH? I'm incredulous! My original request for service was submitted on Tuesday, 6/7/11, for service on Thursday, 6/9/11, and I've been put off by Westside's dropping the ball multiple times, and you can't get me in any earlier than FRIDAY, 6/24/11???? Seems to me you should be making some accomodation to get this work done sooner rather than later - you've inconvenienced me several times already through your own errors and mix-ups, and there's nothing you can do to get this service taken care of earlier than that? I like my Touareg, only owned it six months, but seriously considering getting rid of it for a different brand because VW service (at least at Westside) is impossible. BTW, we also had a problem with service on my daughter's GTI at Westside, now that I think about it. I wrote that off as a one-time problem, but maybe not.
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