Holly Brousseau

Review of Sonnen Motors - Audi/VW

I have had a VW Tiguan since 2010 and had it serve...

I have had a VW Tiguan since 2010 and had it served at Sonnen the entire time. I have been very disappointed by their level of customer service. It seems to take three weeks to get a service appointment. I have called three or more times to just try to get someone to call me back.

My issues began with a leak, somewhere, and I had to bring the car in three times for them to figure it out. They repaired it and replaced the carpet. The service work was excellent, but the service people seem like they would prefer to be elsewhere and their internal system of routing messages and answering phones needs improvement. Then my front light went out. Turns out I had several lights out and a blown fuse box. Again another two week wait for an appointment.

Then a few weeks later the gas cap wouldn't open and I couldn't put gas in my car. Then it was another three week wait. I was so mad this morning that the "trick" they showed me open the gas lid wouldn't work that I drove over there and demanded they service my car now. I also asked asked the service person to have finance call me to renew my warranty and personally left two messages for finance - with never a call back.

I also asked for the GM to call me. The only person who was pleasant and offered good customer service was the receptionist and the shuttle car driver, Roberto. Not only am I disappointed in the quality of the car, I would never want to be serviced by Sonnen again.