Unacceptable Service, Poor Experience That Eroded Trust
July 7th, 2017, I purchased my 2014 VW Passat to O’Steen Volkswagen on Philips HWY in-cash and had no problems until I took it May 16th, for the 80,000-mile maintenance. I paid for the Break Flush $118.96, Spark Plug Replacement 4 Cylinder $180.91, and the Transmission Service (non DSG) $226.05 – a total of $565.37 including taxes. A couple of weeks later my engine started to hesitate, and the EPC light turned on, on my dashboard. Instead of taking my vehicle back to the dealership, I took it to an independent, reputable repair facility that offers services and products for European cars. This was their findings: “”Faults found for misfires, and knock control. Timing chain sounds loud, could be cause of knock faults. Poor fuel quality could be to blame also. Cleared faults and test drove. Runs fine no issues found, no new faults. Timing covers starting to leak oil, suggest starting with a timing chain, PCV. Pulled spark plugs and cyl#1 is very dirty for just being changed recently. Engine is likely burning oil. Also coil packs are old style and get stuck in cylinder head, could be damaged from removing prior. Suggest new coil packs and plugs to see if issue persists. If car runs better for a while until spark plugs becomes fouled again then oil burning is causing spark plugs to foul.””
I reached out to Mr. Mark O’Steen via text and communicated the concerns I experienced regarding the service. I shared the details of the issues in hopes of finding a resolution.
As instructed, I scheduled an appointment for July 7th at 1:00 PM to address concerns regarding the spark plugs and an oil leak. I opted to wait at the dealership during the inspection. I arrived earlier than my scheduled time, around 11:40 AM, as I was already in the area dropping my son off for work and preferred not to drive 45 minutes back home.
Upon check-in, I was assisted by Mr. Al Miller, who took my keys, went outside with a tablet to photograph the exterior of the vehicle, and recorded the mileage. As he returned to the lobby, I informed him that the driver’s side taillight had been damaged in a recent accident (five days prior) and that the issue was already being handled through my insurance, so there was no need for concern. I then signed the service authorization and informed him that I would be waiting in the customer waiting area.
At approximately 2:30 PM, Mr. Miller came into the waiting area, appeared surprised to see me, and mentioned he had thought I had left. He then stated he would have a technician begin inspecting the vehicle. It was evident at that point that Mr. Miller had not reviewed the appointment notes, which clearly stated that I would be waiting at the dealership. As a result, I ended up waiting significantly longer than necessary; my final estimate was time-stamped 3:42 pm when my vehicle was returned to me.
Mr. Al Miller came back to let me know that the spark plugs were fine and that they didn’t need to be replaced. The reason that the spark plugs were not misfiring is that the independent facility had placed them back with the correct gap, and the EPC light no longer turned on, and my vehicle no longer hesitated. Also mentioned that the upper timing cover seals, sensor, and breather needed attention, which will cost $1,368.25. He also included an estimate on the driver side rear tailight assembly, which I had already told him twice that my insurance is taking care of it. Again, Mr. Al Miller, not taking the time to look at the important details.
I would like to note that my vehicle was operating without issues before the 80,000-mile maintenance service. Since that visit, I’ve noticed an oil leak that was not present before, and it also appears the spark plugs were not replaced, despite being included in the services I paid for.
Possible Reasons a Leak Might Occur After Transmission Service: Old or Poorly Installed Gasket – Reusing or damaging the gasket can cause leaks. Incorrect Bolt Tightening – Too tight warps the pan; too loose leaves gaps. Dirty Surfaces – Unclean mating areas can prevent a good seal. Worn Seals Exposed – Fresh fluid can reveal old, cracked seals once sludge is cleared. Wrong Fluid or Overfill – Can create excess pressure and lead to leaks.
Now I’m left with a vehicle that requires additional repairs following the service, and unfortunately, O’Steen Volkswagen on Philips Highway has not taken responsibility for the situation. This raises serious concerns for me, especially about how many other customers—particularly women—may have had similar experiences. I’m genuinely disappointed with how this situation has been handled. Based on this experience, I no longer have confidence in your service department, and your company and will need to reconsider doing business with your dealership in the future.