Crosby Volkswagen

Disoragnized and dishonest..avoid if you can If you want to save yourself some grief, I would avoid this dealership. They do NOT communicate effectively with their customers or with each other. O If you want to save yourself some grief, I would avoid this dealership. They do NOT communicate effectively with their customers or with each other. One doesn’t know what the other is doing. Completely disorganized and dishonest. They tell you they’ll call you and never do. Act like they are sincere in wanting to help fix THEIR mistakes but aren’t. There aren’t enough words to describe the amount of headache and frustration they’ve put me through. I purchased a new VW Jetta and I dealt with Chris Sousa in Sales and Luke Ozugowski for financing. Everything leading up to purchasing the car went fairly smoothly. Both Chris and Luke were kind at first. I was told I would be contacted the next day to let me know if I was approved or not. I did not receive a phone call so I contacted Chris who then said I was approved and that Luke had been busy but that they'd call me. I did not receive a call so I had to contact them again. Shortly after getting the vehicle, I noticed stains on the fabric of the headliner. I attempted to contact Chris, who explained, should I ever have a question or issue, to contact him. He said that he would get back to me later that day after finding out how long it would take to remove the stains so that we could set up an appointment for me to come in. 2 weeks later, with no communication on his end, I decided to go into the dealership & speak with him. At this point, I began getting a little annoyed but was definitely being more than kind/patient. I didn't receive an apology or even an acknowledgement for not getting back to me. He took the car over to Service & attempted to get the stains out himself with no luck. He mentioned that we'd have to set up an appointment (which I already knew and was the reason I went to see him in the first place) and promised he'd call me Monday morning at 9:30am. Monday morning came and I did not receive a phone call so I, again, attempted to call him but had to leave a voicemail. He then emailed me and said that his schedule had changed to 12-8 and that he would contact me shortly to let me know what was going on. Again, did not receive a call so I contact him the next day. Finally, we were able to set up a day and time for me to drop off my new vehicle for the stain removal and they arranged a rental through Enterprise. They told me it would only take a day which was fine with me. TWO days later & the answer was that they were able to get one of the stains out but not the other & that we'd have to arrange ANOTHER day and time to get the entire headliner replaced. After more headache just to set up another appointment for the replacement, I was told it would take 8 hours to do the headliner but that they'd need 3, maybe 4 days to do it. I gave them 3 days with my car to replace the headliner and on the third day around noon I was called by Luke who said my vehicle was done. At 3:30, I received another phone call, this time from Mark in Service, stating my car would be done in about an hour. I was confused and now very annoyed considering I received a phone call 3 hours earlier stating it was done. I explained that I had already received a phone call from Luke that my car was done and asked him to confirm whether it was done or not. He said "oh yes yes, your car IS done. It's ironic because there's another white Jetta in here." Not sure why'd it'd be ironic considering they're a VOLKSWAGEN dealership and have a VOLKSWAGEN in for service. Because it seemed like he was just covering for himself and I was still unsure if my car was done or not, I decided to call Luke which led to even more frustration. In that phone call, I told Luke what Mark had just called me to tell me and Luke then said that NO my car was not done and that NO he did not tell me it was done when he called me at noon. Now, I was furious because he was lying to cover himself and his coworker. I told him that I had had enough and to call me back with a definitive answer regarding the status of my car. 5 mins later he called and said it was done. When I dropped off my car for the new headliner, I made an oil change appt for Dec 30@8am with Mark. I drove 2 hours and showed up for my oil change, and a gentleman from inside came outside (the doors were locked) and said they were closed! I was NOT surprised at all. WHY was I not called and WHY was an appointment booked?? Every time I was told I would be contacted, I wasn't. They beat around the bush & try to cover up their mistakes. I will NOT be coming back. More

2018 VW Atlas purchase My overall experience purchasing from Crosby Volkswagen in Kitchener Ontario was very positive. Their sales staff was professional, helpful, responsiv My overall experience purchasing from Crosby Volkswagen in Kitchener Ontario was very positive. Their sales staff was professional, helpful, responsive and not at all pushy. More

Fantastic experience! Chris, Luke and Jil were very accommodating and willing to work with my schedule. I especially appreciated their professionalism and friendliness ste Chris, Luke and Jil were very accommodating and willing to work with my schedule. I especially appreciated their professionalism and friendliness stepping me through the entire process. I love my ruby red 2018 Tiguan! More

Awesome Experience! Atmosphere was really welcoming and our dealer, James, was really friendly. Answered all of our questions and really helped us understand the car we b Atmosphere was really welcoming and our dealer, James, was really friendly. Answered all of our questions and really helped us understand the car we bought. He helped us link our devices to the car and overall made sure to cover any questions we had. Solid experience! Thanks for everything! More

Positive experience with Crosby Sales and Service team! Back in April, I walked in Crosby VW with a deep love for my 06' TDI Jetta and walked out with a brand new 2017 Wolfsburg Jetta all thanks to the posi Back in April, I walked in Crosby VW with a deep love for my 06' TDI Jetta and walked out with a brand new 2017 Wolfsburg Jetta all thanks to the positive experience I had with Jill. She was warm, patient and professional. I didn't feel any pressure from her at all, which I highly respect. She actively listened and answered mine and my partner's questions, and was honest. To this day, I rave about my experience at Crosby and would recommend anyone looking for a new car friend! Jill helped me find mine and I was definitely not one to be easily persuaded. The car has been fantastic and I've gotten a ton of compliments on her colour, White Silver. Last week, we were in London changing her tires into winter tires and the locknuts on the wheels were stuck on. We called Crosby and within half an hour, they have already called a dealership nearby and instructed us to take the car there. What was a frustrating situation ended up being a positive experience all thanks to the Service Manager Jenna's help! The sales AND service team have both been so amazing. I highly recommend this dealership! More

Purchase of 2016 GTI I recently purchased a 2016 GTI from the team at Crosby VW and my experience was great. I am so happy with the car. I don't live in Kitchener and they I recently purchased a 2016 GTI from the team at Crosby VW and my experience was great. I am so happy with the car. I don't live in Kitchener and they were easy to deal with over a distance. More

Thank You James Both the atmosphere and staff of Crosby Volkswagen were very welcoming. James was incredibly patient with the numerous questions we had pertaining to Both the atmosphere and staff of Crosby Volkswagen were very welcoming. James was incredibly patient with the numerous questions we had pertaining to a 2013 Tiguan. Crosby Volkswagen was very transparent and we felt very comfortable purchasing our first Volkswagen. Staff was extremely professional and James has made it clear that if we have any questions going forward not to hesitate in reaching out. I would recommend James or Volkswagen Crosby to friends or family. We will definitely make the drive from London again to deal with James for any future Volkswagen purchases. We also had excellent customer service from the service department and are thankful for them in sorting out a sticking caliper. More

Excellent used car purchasing experience I purchased a 2013 Jetta for my daughter from Jil Vaivars at Crosby VW. Jil made the overall purchasing experience very positive. No pressure, answere I purchased a 2013 Jetta for my daughter from Jil Vaivars at Crosby VW. Jil made the overall purchasing experience very positive. No pressure, answered all my questions and was very professional. I'd recommend Jil to family and friends looking for a new or used VW. More

Awesome Dealership this dealer was very good. they were friendly, very upfront, and took no time to set me up with everything i needed. I would recommend to anyone buyin this dealer was very good. they were friendly, very upfront, and took no time to set me up with everything i needed. I would recommend to anyone buying new or used. More

Great people and fantastic service James was so patient and and helpful while we made our decision to purchase. He was knowledgeable and made our buying experience a lot of fun. We als James was so patient and and helpful while we made our decision to purchase. He was knowledgeable and made our buying experience a lot of fun. We also really enjoyed our experience with Luke who was professional and efficient but also friendly and helped us feel at ease with the paperwork. Our new Volkswagen has all kinds of amazing features and we are so happy with our car and our dealership experience. More