The reviews below are from verified owners of Volkswagen vehicle within the last 7 model years who received a survey invitation from Volkswagen of America after purchasing or servicing their vehicle at an authorised Volkswagen dealer. The reviews are unique to each individual and should not be generalised or interpreted as statements from Volkswagen.
Amanda K.12-31-2024
TYPE:ServiceMODEL:Atlas Cross SportYEAR:2021
I would actually choose zero if that were an option.
I am so angry with VW service center employee Chris that I am thinking about trading my Atlas so I never have to deal with him again. I have done everything I am supposed to do to continue the warranty on my car and done it exactly the way Kerry said to do it. I called on 12/16 and scheduled my car for service, because we are leaving for Florida and it would be over if we waited until we came back. Scheduled the service with Holly, who was very polite and helpful, for December 23. As Holly and I discussed I would drop my car off on Sunday and leave the keys in the drop box (I live over an hour away) and that was done (all of those details are on my appointment confirmation email). On 12/23 I called at approximately 2pm and had to leave a message. At 259pm Chris called me and said “I marked you down as a no call, no show because you were not here at 745am. Other people came in and I am way over booked. I found your keys 10 minutes ago when I checked the box but you are going to have to leave it until Thursday because I am over booked and I can’t do it.” After arguing with him on the phone he finally agreed to do the service as I could not leave until Thursday. Called me back at 337pm (I have these calls on my call log) and says “YOUR CAR IS DONE!” He was the most unprofessional and rudest rep of your business I have ever talked to. When my husband and I arrived to pick up at 530pm Chris said “I discounted your service and didn’t charge you the $200 diagnostic fee to find out the rattle in your hatch is a loose license plate. It will be $121.” I said how do I get the $99.95 deal that is on the app. To which was replied “YOU didn’t tell me you had a coupon and I have talked to you, so I can’t change it. Well yes I can, I will charge you the $200 diagnostic charge and then use your coupon, how about that?” I then asked to speak with the service manager to which the response was “Nope, I am the only one here, if you have a problem how about you leave your car and come back on Thursday to talk to someone?” My husband had to finish things because I was furious at that point and had to step away from the situation. I have NEVER in my life been treated that way and will not start now. I am seriously thinking about trading my car to end my relationship with Kerry all together so I will never be treated like that again. I am still furious about the situation and you should not want someone like that representing your business.
Sincerely,
Amanda Kunz
Richard D.12-20-2024
TYPE:ServiceMODEL:ID.4YEAR:2023
we were missing the lug nut key from our vehicles lug nut kit. VW removed the keyed lug nut on all 4 wheels and replaced with non-keyed. They were helpful and quick and allowed us to meet the tire appointment we had to get replacements.
Tylor Y.12-17-2024
TYPE:ServiceMODEL:ID.4YEAR:2023
Jeffrey C.12-12-2024
TYPE:ServiceMODEL:AtlasYEAR:2024
Robert G.12-07-2024
TYPE:ServiceMODEL:AtlasYEAR:2019
We paid to have you diagnose a rattling in the door and you blamed the sway bar. The rattling happens when you shut the door and when the car isn’t in motion. You techs couldn’t explain what was rattling and said it it’s what it is. Its just VW.
Michael L.12-07-2024
TYPE:ServiceMODEL:PassatYEAR:2018
Thought part and labor were covered under CPO warranty but it was only the part. Service department people never told me that I had to pay for labor. Should have gone to the other VW dealer in area as I have never had issues with them being up front with everything.
Joshua C.11-25-2024
TYPE:ServiceMODEL:TiguanYEAR:2019
I don’t know what’s going on, I took my car in for the 80,000 mile check up, and my engine light had came on like two days before I took in my car I assumed the two were related.
I got my car back no one told me anything about why my engine light was on. I took my car back to get the engine light checked out.
My complaints are as follows, I signed up to get a shuttle, my shuttle never arrived after I waited 45 minutes.
They didn’t have a loaner for me and I only have the one car. After having my car from 8am-6pm all I got was “we don’t know why your engine light is on.”
And that it might take a few days and but they couldn’t get me a loaner, and don’t know when they can.
Keith C.11-25-2024
TYPE:SalesMODEL:JettaYEAR:2025
Stephanie Z.11-23-2024
TYPE:SalesMODEL:TiguanYEAR:2024
Scott S.11-18-2024
TYPE:ServiceMODEL:TaosYEAR:2024
Didn't do anything right. Definitely need better customer service. Dropped my car off on a Friday at 9am. I was told to pick up at 4pm. I went to pick it up at the time I was told to pick it up which the dealership was over a hour away and got a call when I was 10 minutes away to be told it wouldn't be ready until Monday. They wasn't even going to pick me a loaner car and the service person that called me was new and said the supervisor had already left for the weekend. It took me a hour to keep calling and talking to different people before I was finally able to get a loaner. I shouldn't have had to waste my time to call around to get a loaner when it was their fault my car wasn't done yet. Monday came around and got a call around 5pm saying it wouldn't be finished until Tuesday. Then Thursday finally got the call that my car was ready to be picked up. Last but not least they had told me it was going to be around $400 for the labor and ended up being around $660. Worst service experience ever. Have better luck at a used car dealership. Definitely will not ever be going back to this dealership.
