City Volkswagen Auto Repair

Dear service manager and Mr. Praefke, I am deeply disturbed by the experience I had yesterday at your dealership, it begins with the call I made to your dealership A few days ago trying to get information on whether I needed to come in or not for a minor issue. The woman who answered the phone was very short with me and kept interrupting me to ask what time I needed to come in. Despite my attempts to be polite as ask what times were available, she would interrupt rudely and ask again until I finally gave her 2pm. I let that go because maybe she had a rough day. I came to your shop after running an obd II at a local auto shop and showing a “reprogram” code on my Jetta se. I had the print out of the error codes and With faith in the company and in the car I came in to see what was really going on with it after consulting my brother ( a seasoned mechanic) who told me it should only be a quick turnaround. When I came to your shop, I was told my obd II might not have seen everything wrong with the car so your team would need to run that instead ($155) and after they could call me and the money spent on running that test (which is free elsewhere) would be put towards my total. Sean was also very curt with me, for some unknown reason despite me politely insisting that I was here for help. So I wait, knowing it only takes five minutes to run this after doing it myself. But to be kind to your staff and to have faith in the kindness of man, I let it go an grabbed lunch. After about an hour I get the call saying 5 things: 1. They need to remove the throttle body 2. Replace the mass airflow sensor 3. That my driving belts were worn (a suggested additional $350) 4. That my oil had a MAJOR leak that would cost $1,100 5. That my rear breaks should be checked or replaced. (Which I just replaced a few months ago) So I tell Sean, they can start the first two and he tells me it will be an hour maybe 2. So, on my only day off, I wait around listening to the news which I’m sure we all know is not very pleasant. At around 4:30-4:40 I go in to check on the progress. I can see my car lifted with its blinkers on but unattended and with mechanics only working on the first few cars in the lot. A big red flag, I wait for a minute or two to see if someone will come up to it. After seeing no one attend to my car and assuming it’s done I go ask Sean. He tells me it should be done in ten minutes and asks if I’d like a wash and vacuuming, my fiancée and I discuss it andmeanwhile a mechanic comes in and Sean asks him just about how long they need on the Jetta se. the mechanic looks at him quizzically and seems to have no idea. Sean then insists adding the “check engine light”. Still nothing jogged the mechanic’s memory. Huge Red Flag. Finally he says “oh yeah we washed it” and Sean turns back to us saying that it’ll be ten minutes for them to finish up. So at this point I call my brother, he tells me to call him back when we are closing out so he can talk to the mechanic or rep. Finally Sean comes to get us and hands me paperwork to sign, not explaining any of it. It looks like a break down of cost but says labor at 300+ and parts at 50+. As I’m signing my fiancée asks sean to explain to my brother and I put my card down on the desk. Sean walks away and comes back not informing me of the charge. I look down and recall thinking “did he already charge me” it was so fast and without any words! My brother talks to him on the phone and sean goes over how they cleaned the map sensor and did not replace it. He was shocked at the cost and how long it took! He informed me and later made me watch a video on how long it takes to simply remove a few screws and aerosol clean the sensor. So they had my car up for 2 hours just to charge me the cost of labor? Despite literally everything taking 45 minutes at most if you were busy. Which was definitely not the case. Swindled. By the only dealership, the place that I should be able to trust most. My brother kept me on the line while he tried to level with Sean and have him understand that this is a lot of money to young woman. Half my paycheck for almost nothing. I can’t afford to buy food this month now because your department saw me as a small female who didn’t understand the jargon, and could hold my car up just to get paid more. While my brother was asking why all of this was happening and looking for some assistance for me, Sean’s only response was (instead of an apology or human concern) “well she paid for it” not to mention, that the other three concerns that were listed we suddenly not mentioned as problems when a seasoned mechanic is asking. The “major” leak was now minor and there was no mention what so ever of me driving belts at all. Oh and the parts which I believed were a brand new map sensor as I had been told, was instead just 1 can of aerial spray which costs only a few dollars. This is not how a Volkswagen dealership should be treating its VOlkswagon owners. I’m astonished to be so mistreated and disrespected. I want my money back, I want to be apologized to and if not I’m reporting to every person in Volkswagen I can find and sending a letter to the better business bureau.

It was great. Good communication and quick service.

Donald was awesome! Even came in on his day off to make sure his customers were taken care of.

Craig was helpful

Craig was beyond helpful with me and my car and making sure the price was completely transparent, staying true to what I was originally quoted. He went above and beyond to make sure I Understood my car and what was going to be worked on and even how to troubleshoot any issues I may have with a VW in the future. My previous experiences at City VW were not good and I was hesitant to bring my car back for its service this time around, but with service like this from Craig I will definitely be bringing my car back to him next time!

Thanks for taking good care of my Jetta (as usual)!

Very courteous & addressed all concerns quickly.

As always

Always a pleasure to work with Don Thomas.

Thank you!

Thank you

Friendly, competent

He gets the job done

Jack is great! Always a pleasure and helpful.

Craig did a great job as always!

Great service !!!!

Craig delivered excellent costumer service and I’m not saying it was him but, when my vehicle was returned a personal item was missing, my jacket. Not only did I purchase my Jetta from there but, I’ve spent close to 2K in maintenance from the service center as well. Moving forward I will not be bringing my vehicle there ever again because the trust is now non-existent. I’d expect this from a ramshakle shop in a crappy part of town but not a professional VW service center. I’ll be calling the manager soon to let them know there’s a thief working there.

On time, did more than I thought possible, courteous service technician. I’ll be back to do the exterior soon. Thanks to Jack and the entire crew.

I appreciate his professionalism and knowledge of work to be done.

Jack always provides outstanding service