I Hate Ganley Volkswagen: UPDATE

The other day, much to my surprise, I received a form letter from a Ms. Joy Pablo, Service Customer Manager and Loaner Coordinator at Ganley Volkswagen of Bedford. In part, the letter reads:

Dear Yolanda Medina, (that's not how you spell my name)

I would like to personally thank you for your recent visit to our Service Department.

We want to be certain that your experience has been satisfactory. We strive to ensure that the worked performed on your VW has clearly been explained to you. As you develop confidence in us, we hope that you will recommend Ganley VW of Bedford for all your service and sales needs.

It is very important to us to be aware of any areas that may require attention regarding your service experience. If at any time you cannot give us score of Very Satisfied, please be sure to call me at 440-439-3444 or email me at jpablo@ganleyauto.com. I will be glad to work with you to resolve any concerns or questions you may have. This information enables us to improve our performance thereby satisfying your service needs. "Complete Satisfaction" for all of our customers is our goal..........................

Since she was kind enough to invite me to email her, this was my response:

Ms. Pablo,

My name is Yalanda Medina, and I received your letter in which you personally wanted to thank me for my recent visit to your service department. Why exactly you sent me this letter I do not know seeing as how I have never heard of you, or from you, in the 5+ weeks my car was at your dealership. My experience with your "service" department was nothing short of a nightmare and at no time was I ever contacted by you on anyone else from Ganley who fancied themselves concerned about my complete satisfaction.

Since you obviously have no idea of the situation, let me bring you up to speed. I host a weekly consumer advocate blog dedicated to exposing the rapid decline of customer service. Below is an excerpt from that blog detailing my experience with Ganley...................................

That was 4 days ago. Guess what? She hasn't written me back.