ComplaintsforKerry Volkswagen

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over Christmas, my **** ** ***** would not start. I had it towed to Kerry VW on 12/28 after attempting to jump start it and replacing the battery with no success. After several conversations and additional charges for diagnostic time, they still could not find the issue as to why the vehicle woudl not start. I informed them of a popped fuse I located when doing a review of the vehicle myself. Miraculously VW then immediately determined that my ECM (main computer) was bad and needed to be replaced. This part is under warranty as I purchased an extended 8-year bumper to bumper package ($2200). It ultimately took VW a month to fix my vehicle. There were no updates on progress along the way until I received a call that my car was ready on 01/25. VW claims to have spoken to both the VW warranty division and well as the extended warranty company and neither will cover this repair. The claim is that I somehow shorted the computer while trying to jump the car. They even went as far as speculating that I actually touched the ECM with jumper cables, to which they have 0 evidence of, its all just speculation. They refuse to acknowledge that an issue existed before I even attempted to jump the vehicle. I believe this to be a bad ECM from the beginning of my issues. If their theory is even remotely true, why would VW not have a fuse protecting the ECM so this doesnt happen? Secondly, why would they design a vehicle with the ECM was so close to the battery that this type of issue could even happen? I find in unacceptable and predatory that VW would make a vehicle that a customer is not able to jump start or change their own battery these days? This is a flawed design at best that VW developed to create additional service opportunities. With the time it took to get this part, I sure would be curious how often this happens to other customers. How can speculation of a customer error, lead to a warranty claim denial? What is the purpose of the extended warranty if you cant use it?

  Business response

  02/03/2023

  I spoke to the consumer and talked through the issues, we found a Tech bulletin from VW regarding the issue and was able to get some goodwill support for the customer from VW.  At this time  they are happy with the resolution. Thanks for the business.

  Customer response

  02/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  

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