Norm Reeves Volkswagen Superstore Irvine Auto Repair Service Center

Amazing service. Eric Ferentz was so helpful and his took their time to figure out the problem

I would like to thank Raul for his level of customer care and professionalism.

I am so upset with my service I can’t even form complete sentence! This was one of the worse service experiences ever! I will never buy another VW EVER!!

It was frustrating to make an appointment for a recall, take it in several days later at 7:30 am, then be told at 11:00 am they didn’t have parts. They offered a rental car from Enterprise but the last 2x I did that it was a nightmare-didn’t have an appropriate car, an hour to get the rental, etc. I also can’t believe they still aren’t washing cars in for service, come on, how long is the pandemic excuse going to continue?

The salesman who helped me get my third lease from your dealership never informed me that a spare tire was an optional add on feature. I did not find this out until I had a flat tire and had to call the dealership. The VW roadside assistance told me I couldn’t get my tire changed until the next day because it would have to be towed to the dealership due to not having a spare tire. By the time my car got to the dealership I had to buy a new tire due to the tire walls being compromised. When I asked about purchasing a spare tire kit and any discounts, the associate told me there were no discounts. My car was at the service center for 10 hours today to get a new tire put on. I spent $530 dollars on a new tire and spare tire kit and I am extremely frustrated that there was no attempt to provide customer service after I had to wait 24 hours to get my flat tire replaced and completely rearrange my work schedule for the past two days. I have leased 3 cars from this dealership and recommended the dealerships services to friends, family, and strangers for the past 4 years. After this frustrating and disappointing experience I do not plan to continue recommending your dealership or services. The associate at the service counter, Raul, helped me the best he could and my complaint is not about him, but about the lack of customer service provided by your dealership.

Although I was a little early for my first service, they did accommodate me. I was pleased that they ordered a part for my window and expect a call to schedule the installation.

Very informative process. Best service experience i’ve had.

My car should have PSI and WCI, but I did not receive any feedback on those parts. And they say that I will get it from sms or email, of course, I did not receive it either. I called on wednesday 5:00pm, they said that I can get my car any time but actually I wait for more than 40mins to get my seat assembled on thursday.

Raul is always ready to go the extra mile to assure that my Touarrg is kept in tip top shape

Raul did a great job and this is not directed at him. I went in for my 50k mile checkup, got a clean bill of health, I pay my $600 and go about my life. less than 500 miles later I get a coolant warning. After some research on my 2017 golf tsi I find out that there is a prominent issue with water pumps with active lawsuits. My pump was not covered under warranty because unbeknownst to me the previous owner had replaced the water pump (probably for the exact same reason I am). Clearly there is a manufacturing flaw with the pump. I hope VW realizes their design flaw of using plastic instead of aluminum for a crucial part of the vehicle. I’m not looking forward to forking over another $1200+ in ~20k miles for a defect in the design of the car. I have been happy with Norm Reeves in the past, I have purchased vehicles from here before. I know it’s somewhat out of your guy’s control. however, It still doesn’t make it less frustrating burning cash.

Raul was superb at his role. He was friendly, knowledgeable and prompt. The car was purchased at Capo VW and he made me want to continue servicing my car at your dealership. Great job!

Thank you

Mike was so helpful and so sweet. Really appreciated the care and made sure everything was perfect with the car before returning it. Treated it like his own! Great communication. Mike should be valued greatly!

Thank you

Great customer service and had my car ready early which was much appreciated.

Parts took a long time to arrive. Repairs delayed while waiting for vw car warranty approval

Excellent services

Service rep personality is very off-putting. Spends too much time chatting up female clients while line is very long. My old service rep was more professional and service oriented, unfortunately he is out on medical leave. I will go back to South coast vw for my next service.

I have no complaints. I was treated and taken care of with respect and professionalism. Only complaint didn't get my car washed

Michael was so positive and professional! Hope to work with him again on my next visit. Thanks!