Hello, My name is Erin and I would like to let you know about a problem I am having with Volkswagen of Canada. I want to bring attention to the poor customer service they are giving.

I purchased a 2011 VW Jetta in October from the Kamloops dealership, with 13,000kms on it. in June my car started to have a horrible smell. its a very musty, mildew smell. I took it into the dealership, we originally thought it was the air conditioner, so they cleaned it out. the smell was so bad that it soaked into all the fabric in the car, into anything that sat in the car, clothes etc. So i took it back to VW kamloops. they looked over it again. noticed under my passenger seat, the floor was wet. they couldn't find any way the water was getting in, so they said I must have left the window open. Well its been raining for the entire month of June, so i know for a fact I've never left my window open. also, to accumulate that much water, and smell, you would have to leave the windows open for months and rain inside. At that time, VW told me, to try ICBC, see if they can help me. My entire inside of my car needed to be replaced, in order to get rid of the horrible smell. My husband and I were not satisfied with that answer, so we took it back to VW, told them to search harder.... at that point, a few hours later they called, told me they found a crack/leak up under wheel fender. said its a manfacture built flaw and caused the water to run right under floor boards, and soak into my underlay and carpet under passenger seat. just pool there and start to rot. All the dealership was authorized to do, from the vw Canada, was to replaced the carpet and underlay, and fix the crack in fender. However, my husband I do not believe this will remove all the nasty odor, along with who knows if that is the only crack. the dealership service manager told us to call the canada customer relations line, ask if they can help us out with some compensation. This vehicle now has 26,000kms. and is totally destroyed on the inside, and who knows what else is broken under in the frame. VW canada customer relations told us they would only give us $500 towards a new VW vehicle. I do not want to keep this car, obviously it was a bad one made, who knows what other problems. so yes, i would like to trade it in. It is practically brand new, and they are not willing to help us at all. we have a 4 year old son, we all travel in this car, the water may have turned to mold now, and we have all been breathing this in for who knows how long. and VW Canada doesnt care. they told my husband they dont care if they lose a customer, that that is all they are willing to do to help. We do not think they are compensating us enough. This has been a huge hassle, we have had to wash anything that is left in my car, so frequently because the smell just sticks to everything. Once the carpet in the car is removed, we want to find somewhere to send it away to get tested for mold. My husband and son have bad asthma and allergies, and cannot be around any mildew or mold. We wanted to bring this public, showing how such a huge company could care less to have happy customers. they just brushed it off. If they continue to decline helping us, we will be taking legal actions. We need this resolved, It has taken up so much of our time, and possibly health. I do not want this car anymore, it is obviously a lemon, nothing is right with it, and its still brand new! please help me make it public that VW Canada has horrible customer service!!! thank you for listening, hope you can help!!