This blog concerns a VW Caddy scheduled service completed by Southside VW in Perth, their mistake and my attempts to resolve the issue. The mistake was to fail to tighten the sump plug that a few weeks later fully loosened itself and dumped the sump oil onto the road.
Prior to this my VW Caddy had traveled around 36,000 km in just under 3 years (with 4 weeks of the original warranty left) and now a major servicing error may have damaged/prematurely worn the engine, this event can not be undone but as a customer it is reasonable to expect that the error is taken seriously and properly rectified.
From the onset I have been of the opinion that when the proverbial hits the fan then “if its not in writing then it never happened” for this reason every contact/phone call and follow up event has been recorded and detailed in emails confirming events/conversation sent to Southside’s Service Manager, Southside’s Marketing Department and VW Assist (VW Australia).
Initially Southside VW proved to be incompetent (with the original service and their futile attempts to arrange to have the oil spill cleaned up), this then evolved into apparent dishonesty with their Dealer Principal (Mr Daniel Davies) claiming that “maybe they weren’t at fault anyway” after their Service Manager (Mr Andrew Mogridge) previously confirmed that a video record of the service clearly shows the sump plug not being tightened and that it was their error.
Any offers of repairs/assessment are based on them completing them (or an associated company), given the likelihood of them being less than thorough and 100% open and honest this offer has been rejected.
Prior to this I had a VW Caddy that I trusted as being reliable, through a mistake on Southside VW I no longer have this trust, I am chasing:
1) The oil spill to be cleaned properly.
2) My car to be independently assessed to determine any major issues and if any are found for those to be fixed.
3) An additional oil change and oil analyses to be completed after another 3,000 km.
4) An extended warranty to cover the engine should a premature wear related issue develop in the future.
All correspondence has included copies to Southside VW Service, Southside VW Marketing and VW Assist (i.e. VW Australia).
I have had limited response from Southside VW Service and no direct response from Southside VW Marketing with VW Assist taking some interest (after a couple of weeks) but then being of no assistance/support.
Lastly I contacted AHG (as Southside VW is a AHG Dealership) and Jim Hanafee (Marketing Manager – WA operations) redirected me back to Southside VW – so there was no support/assistance from AHG.
Should you have any comments to make then please make a comment using the “leave a reply” option below
southsidecomplaint 
To Daniel Davies .. We Mr and Mrs Brian Anne Smith of Southern River . We went to look for a car a VW caddy after a few times looking l did ask the sales person if part was dear and he said not really so we took his words .. We then decide on a new one. we paid a deposit of $100 on the 15th Sept then back the next day to pay another $1900 but Ash put in $2000 for the receipt which he ask to pay another $100 so we end up another $7900 total of $10,000 cash . l did ask Ash the finance chap if it falls through will we get all our deposit back and he said yes. As we are on the pension and the money to borrow was over the limit . Ash rang our son that afternoon and said he needed sons abn no to get through or something and he told him that we would not be qualified for the loan just on the pension. Son said he will talk to us . so on Monday we went back knowing that we cant get the car and will get our money back . When we got there we spoke to Ash again and he saying he can get the loan for us and the money to pay was we will have nothing left for other things . we are both in our 60s . l then ask Ash for the refund he then said the company rules was not to give all money back . they were trying to sell us the car l said not now when we wont have any money left will wait till next year and get more money to pay cash and get a 2017 model that if we can save that money . they then said they will leave some of the money on the new car and when we ready we can get it . We are upset about it all as at first Ash said we will get all our money back . then went back on his words . they wanted to keep $2000 and give us $8000 but l beg them to give us all but in the end $9000. which we got back on the thurs 23rd . as they have kept the $1000 for the other car . how on are we gonna get a loan on $39000 for a car at our age and on the pension. 64,5 and 66 years of age . We want our other $1000 return back to us . thank you hope you can help us. Brian and Anne Smith
LikeLike
Hi Brian and Anne,
I feel for you as it would certainly appear as if Southside VW have taken advantage of your situation, getting you to commit to a car that they would have been fully aware that you could not afford and would not qualify for finance.
Myself at the time of the “Southside VW Shoddy Service” they were well aware of my medical situation (malignant cancer) and I am sure that their decision to deny and delay was in the hope that I was unable/unwilling to pursue the matter.
Fortunately my health has improved and Southside VW can expect me to be around to see the matter through to a fair conclusion.
LikeLike