White Allen Volkswagen

Currently in the process of trying to get my car back from the service team. On Sunday the sidewall of the right rear tire blew out while stopped at a stoplight in Dayton near the UD arena. The car is leased with only 3737 miles. There is no scuff marks on the sidewall or rims. There is no indication of an external puncture. I had been driving it for approximately 2miles that trip prior to the sidewall tearing. When contacting service I was immediately informed that I must have damaged the tire as it was very rare that tires had any manufacturing defects. Mind you this is before they have seen the car or even heard the circumstances, i had simply called to see if they had tires in stock and could replace the tire on a leased vehicle. I also checked with Grismer Tires which was closer and they could get the tire that afternoon. The quote from Grismer was approximately $100 less ($420). Grismer suggested I contact the dealer for 2 reasons, (1)they are not a Pirelli dealer (2)it sounds like there is a case to be made to file a factory defect warranty claim. White Allen VW informed that they were not a Pirelli dealer either and I would have to contact Pirelli to file any claims. When I contacted Pirelli they informed me that all VW dealers are authorized Pirelli dealers and the individual at Pirelli was willing to explain to the service manager how to file the claim on DealerTire portal. When I contacted White Allen arrive they then informed me that it was a parts department issue. When I spoke to parts I was again informed that they only sold parts and that parts supplied with the vehicle were not covered by any warranties. I was sent back to a different service technician who informed me that I should have purchased the extended warranty and then they would have covered it or filed a factory defect claim. When I asked to see the wording on that warranty it clearly indicates that this conduction would not be covered by that warranty as I am unable to demonstrate an external failure condition. I was told that they would submit pictures to the dealer portal for an expedited review. I received an email stating that it would require "manufacture pre-authorization ", which the service technician informed me was a denied claim. When I contacted Pirelli (who now knew of my case), they informed me they would never review or make a decision based on pictures that was not their process. Again they offered to explain to the White Allen service manager how to properly file a warranty claim. I am now told that they will remove the tire and follow the proper process to file a claim but they would not release my car until they received payment from Pirelli. 2 days I have been dealing with this issue on a car with less than 4000 miles. When I called to check on the status they informed me that they checked the tire pressure and feel that might be the issue as the other rear tire inflated above the recommended limit but under the upper limit. The technician informed me that it was standard practice to check the tires in new cars prior to delivering them to a customer and it seems like they overinflated the tires. I have not received any TPM indications of over inflation or underinflation. Again the car is new with less than 4000miles. If there was ever an opportunity for a dealer to follow through with promises made during the sales process this is a perfect case study. Why is it so difficult to get the service treatment that you are promised when buying a new car?!?!?

I've bought quite a few cars over the years but as far as fair and simple goes, my experience with White Allen VW is one of the best. Everyone will say they value your time as a customer but here you actually feel it. Great process, very straightforward.

I would make this your last choice of any dealership, period. Website listings vs what sales tells you are different things. I was interested in a vehicle listed as new on their website, a salesman contacted me and gave me the information then told me it was used as a dealer loaner. I asked about leasing they said the mileage on the vehicle would count towards the lease and I would be responsible. My reply was I have other dealers to work with and I wouldn't be getting any vehicles from them in the future, I advise anyone to do the same.