Upon exiting garage and riding over the rain "lip"/catch/bump the rear tailgate/hatch opened unexpectedly and hit the garage door opener and arm and proceeded to dent the door, shatter the glass, and gouge the paint. The USAA adjuster and Collision repair shop where able to verify the malfunctioning of the electrical systems of the vehicle and that the dent across the length of the rear hatch was from sudden impact of the door swinging open rather than a hatch that was inadvertently left open when exiting the garage. There were no warning sounds, lights, or beeping that the hatch was open or opening prior to or after the impact.
The glass is all over the hatch "cover" and all over the hatch area. I personally (as well as my child and spouse) have cut myself from the glass shards.
This is not the first time the hatch/rear tailgate was unexpectedly open. On at least 6 occasions upon returning from early morning errands, the hatch has been found completely and fully open in the parking lot. On at least 4 occasions, the hatch has been found open while parked in the garage. In all cases, the hatch was not inadvertently opened from pressing the key-fob. In all cases, the hatch was not "left open".
The VW dealership did not accept the vehicle to repair and instructed us to call our personal insurance. The dealership said the will not work on the car with the broken glass and that they did not have the ability to store the vehicle safely until repair work could be completed by one of their outside firms. After we reported to our insurance company (USAA) and the car was repaired by the collision company (Gerber), we brought the vehicle to the dealership where they kept the vehicle for several days and did NOT provide us with a rental or loaner vehicle while they diagnosed the issue. They said they could not recreate the issue and that they couldn't repair it. They also said that the glass in the hatch and voids of the car were going to cause further issues and to contact our insurance company (again) to fix that as well.
Update from May 4, 2025 can't upload the photos to this complaint
Upon exiting garage and riding over the rain "lip"/catch/bump the rear tailgate/hatch opened unexpectedly and hit the garage door opener and arm and proceeded to dent the door, shatter the glass, and gouge the paint. The USAA adjuster and Collision repair shop where able to verify the malfunctioning of the electrical systems of the vehicle and that the dent across the length of the rear hatch was from sudden impact of the door swinging open rather than a hatch that was inadvertently left open when exiting the garage. There were no warning sounds, lights, or beeping that the hatch was open or opening prior to or after the impact.
The glass is all over the hatch "cover" and all over the hatch area. I personally (as well as my child and spouse) have cut myself from the glass shards.
This is not the first time the hatch/rear tailgate was unexpectedly open. On at least 6 occasions upon returning from early morning errands, the hatch has been found completely and fully open in the parking lot. On at least 4 occasions, the hatch has been found open while parked in the garage. In all cases, the hatch was not inadvertently opened from pressing the key-fob. In all cases, the hatch was not "left open".
The VW dealership did not accept the vehicle to repair and instructed us to call our personal insurance. The dealership said the will not work on the car with the broken glass and that they did not have the ability to store the vehicle safely until repair work could be completed by one of their outside firms. After we reported to our insurance company (USAA) and the car was repaired by the collision company (Gerber), we brought the vehicle to the dealership where they kept the vehicle for several days and did NOT provide us with a rental or loaner vehicle while they diagnosed the issue. They said they could not recreate the issue and that they couldn't repair it. They also said that the glass in the hatch and voids of the car were going to cause further issues and to contact our insurance company (again) to fix that as well.
Update from May 4, 2025 can't upload the photos to this complaint
- Buffa J., Fairfax, US