4 years ago
I was very frustrated with my experience here, but...
I was very frustrated with my experience here, but my issues were eventually resolved. The story of my personal experience is below:
I called ahead of time (on a Monday) and asked about a used Jetta TDI, we agreed on a price over the phone, and I made an appointment for the purpose of purchasing and leaving with the car (Wed). I was very clear about this and they were happy to make a sale.
First- My husband and I drove there at the scheduled time (and hour and a half drive for us) and after sitting and waiting for them for quite a while and having them say things like "there is just a small hiccup with the vehicle", they finally told us that the car wasn't even there because the person they used to detail it/polish it up before a sale didn't have it back yet. In other words, they started working on it just a couple of hours before our arrival. They had to drive us over to where the car was so we could test drive it, and I had to leave without the car. We weren't frustrated so much about the "hiccup" as we were about the lack of communication. I called before our appt to confirm it and they let me drive up there for no reason because they didn't want to lose a sale and hoped they could just work it out. If they had communicated to me, I wouldn't have wasted a drive for no reason.
Second- I was told on the day that we drove up for no reason (Wed) that it would be delivered the next day (Thur) to me to make up for the inconvenience of it not being ready in the first place. I was told it would most likely be in the morning (probably 11am ish) and that I would get a call in the morning to let me know when. I did not hear from them despite a phone call and an email on my part. They finally called my husband at work around 1pm (even though we confirmed the day before that they were supposed to call me), telling them that they were on their way. I waited for them to show up. Around 4pm, I get a call from someone at the dealership saying "i think they left 5 minutes ago". It takes an hour and a half from the dealership to my home and they showed up a little after 6:30pm. Again, I was unhappy with the lack of communication. I waited home ALL DAY and cancelled plans and work because of this.
Finally- Immediately after they (the people who delivered it) left from my driveway and I was handed the keys, I noticed the crack/chip in the windshield. Since it was not there the day before when we checked it out and test drove it, it had to have happened while they were driving it to my house. I called as soon as I noticed and spoke to the sales manager, John, who assured me he would "find out what happened" and get back to me. It has now been almost a week and 2 phone calls and an email later (since the original phone call). They will not return my phone calls or emails. I am going to file a complaint with the BBB tomorrow in hopes that they will finally fix the windshield...
4/24- As an amendment/update to my previous review: This dealership did finally resolve my issue. They called me back, scheduled an appointment, and fixed my windshield. I was very satisfied with the service during my last visit. Also, overall, after having had this car for almost three weeks, I can also say that I am very happy with my actual purchase. I do love my new car.