NHTSA complaint #11681661

Owner complaint summary

I own a 2021 VW Atlas, subject to recall 24V464. I scheduled a recall service appointment weeks in advance at Colonial Volkswagen of Medford, MA (via the VW app for 8:30 AM on Aug 19, 2025). I received multiple confirmations by email and text from VW. When I arrived on time, the Service Advisor (Frank Dasilva) told me the parts were not available and the recall could not be performed. This was never communicated beforehand. I had rearranged my schedule for this appointment, including transporting my daughter to her internship in Boston, and this caused major disruption. When I expressed my frustration, the Service Advisor raised his voice, disclosed a personal health issue, and walked away. I was then told to wait for the Service Manager, who eventually arrived but gave dismissive and contradictory explanations. He claimed that no VW dealer orders recall parts before the customer arrives because they do not know the VIN or parts required. This is false—my VIN and recall number were known when the appointment was scheduled. The Service Manager’s tone suggested that performing the recall was a “favor” since I was not paying for it, which is unprofessional and misleading. Recall work is a federal safety requirement and VW dealers are compensated by the manufacturer. Colonial VW did not prepare for my scheduled appointment, wasted my time, treated me poorly, and failed to comply with the intent of the recall process. I was left without a solution, only told I’d be contacted “when parts arrive.” I am requesting NHTSA to review Colonial VW’s handling of recall 24V464, as this appears to be a failure to ensure timely and professional compliance with a federally mandated safety recall.