Interior Burn Damage 1/2

Item: VW Autohaus
Rating: 1

I had a very bad service experience. On the 15th of September 2016 I took my vehicle to Autohaus Centurion for the 150 000km service. That afternoon (16h18) I received a call from my service advisor at VW telling me that he has some bad news. There was a fire in the vehicle, and some damage done in the boot. Apparently this happened after the vehicle was serviced and repaired (Outer CV joints). I was very upset and told him that I’m on my way and when I arrive at the dealership, that the manager should be present, so that we can resolve this issue! This news was very shocking, and I went to VW to fetch the vehicle. Upon my arrival, he took me to my car and I met the manager. They showed me the damage, and they said that it was not their fault what happened. I told them that this happened due to negligence, the boot was cleaned by a cleaner and they moved the Sub/Amp Box and the cables came loose, causing a short and fire. At previous servicing at Autohaus Centurion, every time after receiving my vehicle, I would look in the boot to see if any of the power cables are loose before leaving the dealership, because I’ve noticed before there where some loose cables (due to the cleaning of the carpet on which the Sub/Amp box stands) and this preventing the Amplifier to work. I never complain about this, because it’s easy enough to reconnect the cables and then the sound will work. Never could I imagine that this issue will become a much bigger one and, exactly that happened on the 15th. The cleaner moved the Sub/box to a extend that both the power and ground cable came loose resulting in an electrical short, resulting in a fire and damaging the vehicle on the inside. Luckily somebody walked past the vehicle and saw the smoke in the car, and they distinguished the fire. I don’t know if the cleaner never noticed the cables coming loose, or never reported it, but if I was cleaning the carpet I would’ve noticed it clearly , because the Sub/amp box is the only thing in the back of the boot. The manager and I discussed what happened and it looked that they wanted to put all the blame on me, apparently I was responsible for the cables coming loose due to driving over a speed bump before I took my vehicle for a service. I told him, in the 10 years that I have the vehicle it never happened before that the cables came loose to driving over speed bumps. And what crossed my mind was, if the cables came loose due to me driving like a maniac (which I didn’t) that morning before delivering my vehicle to the dealership why would there be a short and fire only late in the afternoon after my car was serviced, repaired and washed, doesn’t make sense at all. They called the workshop manager, which told me that his people (workers at VW) will never move any kind of Sub/Amp systems not even to get to the spare wheel, BUT, again something crossed my mind, he can’t say that he checks everybody 24/7 08h00 to 17h00 while they are working on every single vehicle or check every cleaner cleaning every vehicle. Much were discussed and what it came down to is that the manager said that they (VW) are willing to pay 50% of the damage, but will only repair the side cover and the carpet which are on top of the spare wheel, the back of the seat I must fix by myself. See attached photos. My service advisor contacted me today and told me the partial repair will be R1226 of which I must pay 50%. That without fixing the back of the rear seat. I’m not satisfied with the outcome of this issue, I took my vehicle for a service at VW, there was nothing wrong with it, it was not damaged or burned. I have my car for almost 10 years now and I take good care of my car, imagine how I felt after receiving my vehicle from VW, it was damaged and burnt but worst of all they don’t want to take full responsibility for what happened. There’s a reason for servicing my car at VW and replacing faulty parts with “Original” parts, I take pride in owning a VW, it’s my pride and joy, and I want professionals to work on my vehicle when necessary. But what happened here, it’s unacceptable. I truly believe this happened due to negligence. The next day: Friday morning the 16th of September, my car broke down due to battery failure. Apparently the people who distinguished the fire pulled some fuses to prevent further electrical shorts, and the charge cable also came loose, I had to contact my insurance to provide road assistance, for the vehicle to be towed to VW dealership. I cost me to be 2 hours late for work. Luckily they connected the charge cable and everything was working again. I Believe the reason for this inconvenience is yet another sign of negligence, not assuring the vehicle is in perfect working order before giving it back to the client. This is a very bad experience for me, I would like to make use of Autohaus Centurion again for the next service, but I feel very uneasy about my experience and are afraid of what may happen next time. I've send this letter by email to VW SA to see if they could help me with this issue. VW SA said they have contacted Autohaus Centurion and the Manager of Autohaus said it's not their fault for what happened to the vehicle. VW SA said they can't do anything about the issue, because Autohaus Centurion is part of the Hatfield Group and not part of VW SA. I couldn't believe what i was hearing. I even thought of making a call to VW Gemany and them of the poor service i get from VW SA, that this big car company of SA not taking pride in their name. Anyway, returned to Autohaus Centurion this morning 14 Oct 2016 for the damage to be repaired. I received my vehicle back and this is what i've noticed.... The driver seat where adjusted in a way totally different that i was used to, why i don't know, what where the repair guy doing in the front of the vehicle, when the damage was i the back? The safety belts at the back also where out of place, not the way it was when they recieved the vehicle. It looks like the repair/ cleaning guys at VW Centurion never gives a **** about the costumer or have any kind of pride in what they are doing? Again what a big dissapointment!! VW (Autohaus) Centurion will never see me again, not even when i buy my new VW, sorry i ment to say (any other car). I will never refer nobody to VW Centurion and i will spread the word about this bad expeirence i've had. Autohaus Centurion you suck at customer service and VW SA you suck at cutomer support!

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