2021 Ford Edge SEL

Location

3737 North Main Street, Gainesville, FL, 32609

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“I first went to VW in July 2025 for a concern that my 2021 Atlas was leaking from the sunroof area (water pooling around the interior lights above the front seat). I had pleasant interactions with Edwin, who was the service associate assigned to my car. He was responsive and helpful, even through an arduous process of getting my extended warranty company to cover $2k in repairs (completely replacing the sunroof and all upholstery). My car was at VW from 7/24-8/7 and they do NOT offer any kind of loaner car, even when I appealed to the manager. See the pictures of the shoddy interior job my car had completed - my car interior was in perfect condition when I brought it in and left with a poorly installed headliner, stains from what I can only assume is adhesive, a slice in my passenger seat that was not there before I took my car to VW, and greasy fingerprints on the roof upholstery. I picked my car up at close on 8/7 and was unable to have someone do a walkthrough with me, so I texted Edwin's line to share the concerns I had. No one followed up with me until 8/12 (see attached text screenshot). When I checked in 10 days later (since no one followed up with me), I was abruptly told that the service manager would be handling the "situation" from then on. He never called me and the service employees continued to give me the runaround into late August. I called again in September and left several voicemails at the service manager's desk and never received any call back. In October, I spoke with Michael, who told that me on the phone that their "interior specialist" had left town and they had no one able to do it until they found another one. When I went in person in late October, I was informed that the service manager was not there and that no one else in the building could help me with my request and that they would leave a message for him. Radio silence. In November, I called, spoke to someone, and was hung up on several times, so at this point it's obvious they are n”