Norm Reeves Volkswagen Superstore Irvine Auto Repair Service Center

Thank you!

Jimmy was Very Pleasant and Well Informed. He did not hesitate to write me up and got my car in as fast as humanly possible. Jimmy kept me updated and back in My Car with great speed and service. Thank You Jimmy....I'll Be Back Again.

Was not good customer service, needed more transparency, but was not not completely F Rosa's fault.

Renato was awesome! Everyone is always so professional, courteous and kind. You are stuck with a customer for life. Thank you for everything!

Everyone was great

Thank you as always

Felipe is very professional and upfront. No games played by this service department! Considering the level of work that needed to be done and how many other cars that also arrived on a Friday afternoon, I feel that I got my car back in a reasonable amount of time. Plus, who wouldn't want a free car wash? I would refer this service department to any VW owner.

Ethan was extremely helpful, courteous, and professional. Great job!

Ethan was great to deal with.

Ethan was great, thank you for letting me change the date of my appointment.

My service advisor Ethan did not call me to provide updates on my vehicle until I initiated every phone call. When I brought my car in for service at 9:30 am, he did indicate that most likely my car would be needed to serviced for the entire day, but that he would give me a call to update me later in the afternoon to confirm. I told him that I would appreciate an update so I can plan ahead of not having my vehicle for the rest of the day and the next. However by 4:17pm that day he never called so I called the service dept and asked for Ethan. They said he was with a client and he would call me back when he was finished. He never called that day. I called the service department at 6pm but by then it was closed. Fast forward to Friday morning (the next day) I was hoping to Hear from him or anyone regarding my car but still have not heard from anyone. I called service department at 8:30am and was again told Ethan was with a client however explained that the last time I called the service dept I was told the same thing so if please someone can give me an update on my car. They then somehow got Ethan on the phone and he apologized he did not call me back but he wasn’t feeling well the day before and left early. He then proceeded to tell me he did not have an update on my car because the service technician did not provide any notes but that he would call me back once the technician came which would be about 20 mins. I said ok that is fine however I might be in works meetings so if he can just leave me a message if I cannot pick up the phone. He did in fact call me when I was in a meeting but I called him back 7 mins after he called and he did not pick up again. He left me with a voicemail that simply indicated “I have a status on your vehicle”. He could’ve left me a detailed message because Finally after several phone tags later I was able to speak to him. While the service he provided was fine, I was just left completely dissatisfied with the process and the lack of initiative communication from Ethan. When I picked up my vehicle I did communicate my frustration with the Assistant Manager Raul who had helped us in the past. He was helpful and I would acknowledge he tried to appease the situation. In the future I would only return if I could work with a service advisor like Raul.

Felipe was awesome!

Ethan was so helpful and super sweet!

Ethan was great. Quick service with a smile.

It is going to be difficult to trust norm reeves Volkswagen going forward, made an appointment to have my vehicle serviced and was told I will have to leave it for a few days. I was not prepared to leave my car at the dealership for so long. Not only that but I was told that there is no loaner cars available. I was also not able to get a ride to Santa Ana because the Uber ride that i was offered only covered me for 10 miles. I was told my car would be ready in a week, then I get a call that my car would be ready on the next Tuesday and I called on Tuesday to see if it was ready and was left on hold for over 40 minutes for them to hang up. How is it possible to wait that long just to get a status update. I have a screen shot if my hold time. They finally call me back on Thursday that my car is ready. I was left without a car for almost two weeks and not once I was offered a loaner. I was not even offered a Uber ride to pick up my vehicle. Extremely disappointed.

Thank you Felipe Rosas for his professional and the same time friendly service

Ethan is very helpful and explained everything very clearly. Good job Ethan keep it up ????.

Excellent service.

Ethan was super polite and helpful.

Jimmy **** been great. Love to work with him again. Thanks Jimmy