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.