Jennifer Roberts

Review of Timmons Volkswagen/Subaru of L...

If I could give zero stars, I would.

If I could give zero stars, I would.

I knew this was going to be a bad experience from the beginning of the process of scheduling my appointment. But, I had high hopes. This was my first visit to this dealership and it s service dept.

So, on the day of my appointment, I pull up to Service. Someone actually came to move a car right next to mine and looked at me, no smile, ignored me and then moved cars and never came back. Just went inside the office. Red Flag #1.

Then I had to wave down a worker to ask about someone taking my car in. Mind you, 3 ppl saw me and walked right past me. Red Flag #2.

The gentleman that I waved down asked if I had an appointment and I said yes, at 9am. This same guy started my paperwork. I asked him how long he thought this would take. He said, He didn t know... . Red Flag #3.

A different gentleman finished my paperwork. I sat with my 2 kids for over 2 hours. It s now a little after 11:15 am. and I went to ask how much longer and was told about another hour. Luckily, I brought some snacks because it was looking like we weren t going to have lunch. After another hour, no one had come to check in with me. Flag #4.

I went down a 2nd time to actually take my car. I was willing to take my car to the dealer in OC over 25 miles away. But, of course by then my car was being worked on. And was told another 30 mins. The lady I spoke to said they were understaffed and overwhelmed. That s an understatement. I was offered a ride to get food, but I just wanted to get my car and take my kids home. Finally, a little around 1:30/2p they found me to tell me my car was ready and the gentleman went over what was done in the service. No one handed my keys. I had to ask for my keys. Red Flag #5.

Judging from the ratings in google, customers like their sales dept., but Timmons service SUCKS. I don t know what s going on with the Service dept, but it seems that there is a management problem and desperate need of customer service training. I ve owned cars for over 20 years and I have to say this was the worst experience ever. And so bad that I was willing to take my car and reschedule the service at a different dealership and drive 25 miles to a dealership in OC (south coast metro).

Luckily, I won t let this subpar experience affect my perception of VW, but I hope this is only temporary or just a bad day and not typical of their service for the dealership s sake (Timmons).