Faizal Esat

Review of Pugi Volkswagen

I had a great experience with the General Manager,...

I had a great experience with the General Manager, Gary Nudelman. I bought my vehicle from Pugi VW in 2016. At the time of purchase, I negotiated for the installation of heated seats. My vehicle was taken by a representative of Pugi VW to a third party for installation. On its return, the same representative stated that I had a lifetime warranty for the installation and if ever I encountered any problems I should bring the vehicle to Pugi VW for repairs. As it so happened a couple of days ago, that is 4 years down the line, I encountered a problem. The seats were not heating. I approached the Service Manager and was told that I had been misinformed by the representative as there was no lifetime warranty. Obviously I was very disappointed on hearing this and so I requested to see the Manager. I was directed to Gary Nudelman. I explained to him about the problem as well as the misinformation about the lifetime warranty. He was very attentive and apologetic. He also confirmed that it was true that no lifetime warranty exists. He assured me not to worry and that he would still take care of the matter and have my seats repaired. He was ever so courteous and professional. Without my knowledge he had already arranged for a loaner vehicle for me to use! The next day my vehicle was returned to me with the heated seats working perfectly and with no charge for the repairs! True to his word, Gary took care of me and the problem. He provided me with outstanding and exceptional customer service and I am very grateful to him. Thank you Gary, you're the best!