Complain about a product or service

Zach of Wakefield RI (3/25/04):
My 1997 Jetta caught on fire the other day. I know that its not under warranty, but still. I had to call the fire department to put it out. The mechanic says that the "vapor canister" and its pump malfunctioned. He says that this isn't normal. I spoke to Volkswagen about this, but they offered me no help whatsoever, and thanked me for my time at the end of our phone conversation.

I just bought this car on Jan. 14th, as a result of being slammed into by a drunk driver on my way home from work. My mechanic says that the part, a vapor cannister and its pump ~ new ~ cost somewhere around $400. OK. I'm 21 years old, I live on my own. My life isnt easy, and this doesn't help. I just feel that it's not right for Volkswagen to just brush me aside and tell me to have a nice day. So the part is $400, plus labor, plus a new paint job for the fender and a new wheelwell guard (or whatever it is), plus storage for my car being there for almost a week now is going to be outrageous. What can I do now? Pay all that money? I love that car.

Jai of Princeton NJ writes (6/12/03):
I purchased a VW Passat Wagon 01 GLX 4 Mot fully loaded for $33K. That was the most expensive vehicle that you could buy from VW those days. Wow, did I go overboard or what, but at least I was satisfied that I bought something that is safe for my family, and that I could drive for the next 7 yrs. This was not to be.

After the first scheduled service, the check engine light came on. Went to the dealership (40 miles from my residence) the next day. Got it fixed. Reason given, the guy working on the car forgot to fix the water pump lid. OK. While driving back the check engine light came on again. Went back to the dealership. Got it fixed. Same reason given. Went to dealerships thrice during the next 4 months for unscheduled visits before the next major incident for tail light bulbs going off, headlamps going off etc.

At about 30 K miles was driving from NJ to PA for a vacation with my wife and 1-yr-old kid. Almost smashed into the car in the front. The brakes almost failed. Took the car to the dealership. Was told that I needed new brake rotors and pads. Cost $1100. Ok. At about 45K miles, the rear car door handle jammed. Cost to fix $350. Electrical problems got to the point that I had to make a visit to the dealership often, for electronic mirrors not working, headlights tail lamps, a whistling sound from God knows where, which even the dealership was not able to figure out.

At about 65K miles, I was told that one of the wheel control arms needed to be replaced. Cost $500.

Now this is the best part. At about 70K miles, while driving to pick my son up from the baby sitter, noticed a trace of smoke from the hood. Stopped immediately and called 911. In about 2 mins the smoke started increasing. Before the fire engine could come the car was up in flames. Picture this, me with a car seat and laptop, 5 cop cars, fire chiefs van, two fire engines and a funeral passing by. The car burnt in front of my eyes.

HOPEFULLY the car is totalled. I am sick and tired of this German technology is the greatest b-s. This has been a nightmare. I have clicked some wonderful pictures after the car burnt. Something to treasure I guess.

I have been told that the Insurance company will give me an amount close to the book value. I purchased the car for 33 THOUSAND DOLLARS. I still have about 8K to go on finance payments. I am ruined.

Will have to downgrade and purchase a used Civic or something. I don't know what to tell all these car reviewers who rate it as an excellent vehicle. Damn it, even consumerreports.org has this wagon on their recommended list. Who do I trust. Which car should I buy? I don't know. I shudder to think what would have happenned if my son was with me and I hadn't noticed the smoke. I was only 1/4 mile away from the baby sitter's place.

We don't think Jai would be "downgrading" to purchase a Honda Civic. Prestige, "German excellence" and other advertising-driven fantasies have nothing to do with whether a car is safe, reliable and reasonably priced. Reviews are also, in our view, nearly worthless. They tend to be written by car enthusiasts, who value qualities other than safety, reliability and long-term value.

Wendy of Palmyra WI (6/12/03):
I own a 1999 VW Jetta TDI. I have owned nothing but VW and I would never own one again. I have had to replace the turbo, the glow plug relay 2 and another relay, The middle rear seat seat belt locked down when the seat was flipped over the first time and it would not release. Even though this was a safety concern and the belt was never used I had to pay over $100.00 for that. I have had to have the manifold boiled out and 2 EGR valves replaced.

But the final straw was that I parked it in my garage and it started on fire. To make things worse, there is a crack in my oil pan so now they say I hit something and the fire are 2 separate issues and the best part, is after the fire, my husband checked the oil, it was only slightly down. It was here overnight and there is no oil anywhere in my driveway garage or anywhere. All of the above repairs I had to pay except for the first EGR valve.

First off, by the grace of God, I went upstairs for some water and smelt smoke, or I probably would have nothing left. This car has been a very high maintenance vehicle. When you only buy one brand of cars for the better part of 20 years and they can destroy that loyalty, that says it all. Besides that I have missed a lot of work on account of my car that is relatively new.

Aldo of Latrobe PA (11/7/03):
My 1999 VW Passat with only 25,000 miles caught fire while parked in my driveway with the engine off! I had returned from a 4-mile trip from picking my son up at school. Fortunately my neighbor drove by and noticed the fire from under the hood. I called 911 and by the time the fire department arrived the car was totaled, my garage door melted the asphalt driveway melted and a tree burnt. The cost of these home damages was estimated at $ 3,800.

The amazing thing about Volkswagen is that their decision is that it is an insurance problem and not a manufacturing problem! I am appalled that their was no interest or concern about a potential hazard. I am awaiting my home owners insurance decision, but I will be out at least the $500 deductable all due to a problem with the Passat.

Cathy of Libertyville IL (7/11/03):
As my son drove my 1999 VW New Beetle home from work on 7/10, the coolant light suddenly began blinking blue on the control panel. Since the fluid levels in the car had been checked only the previous weekend and were at normal levels, he pulled off the highway to investigate. Within seconds a wisp of smoke escaped from the engine compartment, and upon opening the hood he discovered flames on the engine block.

The fire department responded quickly thanks to a state trooper who happened to be passing the scene as my son lifted the hood, but the car was completely engulfed in flames within minutes and virtually a write-off by the time the fire engines arrived. What the police tow truck loaded on their flatbed in no way resembled any kind of car. There was no real warning, no reason to suspect a problem, just a few phantom seconds of a blinking light before the car was history. What scares me is we own a 2002 VW New Beetle as well - I'm almost afraid to drive it now.

In addition to suddenly losing a $20,000 car with only 38,000 miles, an assortment of clothes, brand new eyeglasses, college textbooks, a laptop computer, AND a wallet with cash/credit cards were also lost in the bargain. The eyeglasses alone were $350, never mind the cost of the laptop. As we all know, insurance pays Blue Book value only, the rest comes out of my pocket. If VW wanted to be honorable, in addition to issuing immediate warnings on the New Beetle's vulnerability to engine fires, it should also begin bearing some responsibility for the financial burdens suffered by its customers as a result of that loss. I won't hold my breath.

Christine of Hainesville IL (12/8/04):
I was driving my 2003 Volkswagen Jetta 1.8T when the driver side seat warmer shorted out causing the padding and velour to catch on fire. This incident charred my jeans and left a small mark on the side of upper leg area. Turns out that there have been a few of these incidents, according to the service rep. at the Libertyville Volkswagen service department in Illinois and no recall has been issued! This is an extremely dangerous situation and I advise everyone to get them replaced before any serious damage is done!

Wendy of Palmyra WI (6/12/03):
I own a 1999 VW Jetta TDI. I have owned nothing but VW and I would never own one again. I have had to replace the turbo, the glow plug relay and another relay. The middle rear seat seat belt locked down when the seat was flipped over the first time and it would not release. Even though this was a safety concern and the belt was never used I had to pay over $100.00 for that. I have had to have the manifold boiled out and 2 EGR valves replaced.

But the final straw was that I parked it in my garage and it started on fire. To make things worse, there is a crack in my oil pan so now they say I hit something.

First off, by the grace of God, I went up stairs for some water and smelt smoke, or I probably would have nothing left. This car has been a very high maitenance vehicle. When you only buy one brand of cars for the better part of 20 years and they can destroy that loyalty, that says it all.

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