TYPE:SalesMODEL:ID.4YEAR:2024
Average Score (151 reviews):4.5
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.
TYPE:ServiceMODEL:TiguanYEAR:2019
TYPE:SalesMODEL:AtlasYEAR:2024
I live 3.5 hours from the dealership. I was attempting to get some questions answered and work out a deal before arriving at the dealership. It took more than 12 calls and 4 voicemails over the course of multiple days before I could speak with anyone in Sales. The Internet team was responsive and easy to get in touch with...but they could not answer my questions and was not who I needed to speak with. On one occasion, I asked for a Manager...as I could not get a call returned and could not get in touch with Sales. I was sent to the voicemail for the Finance Manager, I left a message and never received a call. On another occasion, I did get through to a Sales guy. He answered the phone, told me he was on a test drive with a customer, took my number, then never called back. Had the pricing on the car not been so competitive, there is no way I would have gone through the pain and effort to convince you guys to sell me a car. It was absolutely absurd!
TYPE:ServiceMODEL:TiguanYEAR:2023
Almost two hours for a simple oil change and tire rotation is excessive. Sign outside directed you to go to the main service center to be redirected back to the VW shop.
TYPE:ServiceMODEL:AtlasYEAR:2018
Excellent customer service by all staffs! Brooklyn was super attentive and kind offering me a discount on rental car during a week long repair on my Atlas 2018.
TYPE:ServiceMODEL:AtlasYEAR:2022
TYPE:ServiceMODEL:TiguanYEAR:2023
I am generally very satisfied with the staff at Napleton's; however, I very much dislike the texting system for accepting or declining repairs. There is no information in the message that allows me to make an educated decision making it feel like a way to get customers to agree to services that may not be vital to the care of their vehicle. Secondly, all the charges for the day weren't included in the message and my bill was $100 more than expected. Use of this system has a significant negative impact on customer service. Although I like the service team at Napleton's I will consider using a different maintenance/mechanic shop in the future as a result of this new system.
TYPE:SalesMODEL:TaosYEAR:2024
TYPE:SalesMODEL:TiguanYEAR:2024
The sales team were very good to work with.
TYPE:ServiceMODEL:AtlasYEAR:2024
I took my car in for a basic oil change and maintenance appt. to get my car back and it was malfunctioning. Check engine light was on as well as Oil pressure light. I was dissatisfied that the maintenance tech that drove it over was just going to give me my car back. It was not until the service individual had gotten in my car to move that she noted the problem. My appt. had been for 3pm that day, and I did not leave til 7pm in a damaged car. I was not offered a loaner or anything at the time. I returned my car the following day, and had to push to get a loaner as VW was not working with me to trade off the car. My car has now been with the service for a week with minimal to no updates on the status