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Crosby Volkswagen - Service Centre

1.7

17 Lifetime Service Reviews

1175 Weber St East, Kitchener, Ontario N2A 1C1

17 Reviews of Crosby Volkswagen - Service Centre

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February 23, 2019

"Struts, locking mechanism and regret "

- Messhali

Purchased a vehicle in October the car has been in the shop 3 times. Twice for a reoccurring problem, online many reviews on Tiguan doors not opening from the outside or inside be prepared to jump over seats to get to your desired seat. Concerning if you need to exit your car or enter promptly hopefully the emergency will wait for your Tiguan. Rather shocked to be paying repair fees on a car I’ll be paying off for the next 6 years after such a short period of time. The computer system seems to have a glitch as it still has a former owners information rather than my own, claims warranty has expired. Hopefully, this visit that problem is solved. I understand problems can arise with any vehicle. The lack of driving I do, I question the inspection prior to buying the vehicle.

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Recommend Dealer
Yes
Employees Worked With
Vw,
December 31, 2017

"Disoragnized and dishonest..avoid if you can"

- Friask

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.

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Recommend Dealer
No
Employees Worked With
Other Employees : Mark
February 18, 2016

"Complete lack of trust and professional courtesy!"

- Maverich

As someone who has purchased 3 vehicles from Crosby VW, I can honestly say I will not be back again as my experience last weekend trying to activate my $500 TDI card was a horrific waste of my Saturday afternoon, and the last nail in the coffin of my dealings with Crosby VW. My 2012 Passat TDI is under my corp name for tax purposes. My ownership and my license both have my signature. All my service invoices have the same mailing address. There's no reason to believe anyone other than myself would own the company, yet because I didn't have my Certificate of Incorporation and and shareholder docs, the two ladies behind the service counter would not activate my card. I told them I was the owner, and would gladly write a written statement to that point. I did so, and they decided they didn't know if they could active the card or not, so decided to call their manager, Kathleen Martin, who then decided to argue the definition of a "legal document" by proxy of her customer service agents knowing full well my signature was on everything, and had they looked up my name in their computer they could have verified I had purchased several vehicles from them in the past, and had no reason to lie or be deceitful. Instead, I had to travel 30 minutes to my accountant's house to retrieve the necessary documents to prove ownership. What really bothered me was when I returned with my Certificate of Incorporation and shareholders docs is the customer service agents didn't even need copies to send into VW for confirmation! This was something they could have used their own discretion on but instead decided NOT to trust that I was telling the truth. Oh well... I was considering trading in the Passat for a Q7 TDI in the spring, however I think we'll be looking at X5s now instead.

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Recommend Dealer
No
Employees Worked With
Kathleen Martin, the two ladies working behind the service counter February 13th, 2016
December 24, 2015

"No idea what they're doing"

- ofox42

I've been dealing with this issue almost since I got the car, which was April 1st 2014, the first time I brought this up was in August. It's an intermittent issue that I can't reproduce but I have provided plenty of evidence of it happening. When listening to Bluetooth, randomly, the sound will completely cut out and I will head nothing but a high pitched tone. Turning off my phone doesn't fix it, switching to another input and the back doesn't fix it. I should say that if I switch to FM for example, the sound does work. I have provided videos of the problem, which happens every 2 weeks, give or take and seemingly has gotten worse. Don't get me wrong, the dealer has tried to fix it with help from Volkswagen but at this point I'm convinced they have no idea what's going on and are trying to place the blame on my equipment. Crosby replaced the stereo 3 or 4 times and the MDI unit once, each time, after two weeks or so the problem comes back. They finally told me the problem was my phone not being compatible with the car, a Google Nexus 5 (wot?), I need a new phone anyway so I bought a one plus two. Two weeks later it happened again! This time Crosby and VW told me that I needed to use a mainstream phone as somehow, the Nexus 5, made by LG isn't mainstream enough. Okay, I ended up borrowing an iphone4 from a friend and probably a week later, the same problem happened again!! The dealer had told me that the same tone issue happens in Passats due to corrosion issues with the amplifier, how in the world does this happen due to a manufacturers defect in Passats but on my Jetta, it's related to my device? At this point the deal basically told me there is nothing else they can do and closed the issue. I now have to deal with customer relations, they are pretty unresponsive. Crosby isn't totally to blame, but they are the representative of VW. In short, VW has no idea what they're doing. Update: Customer relations has now passed the buck on this issue. They're sticking to the compatibility argument and refuse to help me any further. I would strongly advise against anybody getting a Volkswagen product.

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Recommend Dealer
No
Employees Worked With
Kathleen Martin
June 23, 2015

"They care!!!!"

- Pizzadiva

I can't say enough about the staff at Crosby Volkswagen. Each time I've gone I've had nothing but good service. My recent visit topped the cake. KATIE, who is awesome, not only made sure I got home after dropping off my car, but also sent a car to take me back to VW to pick it up again. It saved me inconveniencing someone else! Best of all, she was so thoughtful but texting me when my car was ready rather than calling and waking me up after I casually mentioned I was working a night shift and needed sleep. That really made me feel like that's a person/company who cares. I will definitely continue to go back!!!

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Recommend Dealer
Yes
Employees Worked With
Katie
April 07, 2015

"Shame on Crosby"

- AdamL

I've been going to Crosby for years. My A6 broke down right in front of their dealership in Kitchener. Engine temperature was 130. I walk in and tell them my car is not drivable. They tell me they won't even look at if for two weeks. My dealership left me stranded. I have a picture of my Audi being towed away from the Audi dealership sot that it can be repaired. That's not good service.

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Recommend Dealer
No
Employees Worked With
Cannot remember name but not listed above
Apr 11, 2015 -

Crosby Volkswagen responded

Our sincere apologies. We're very sorry to hear about your poor experience with our service team. We'd really love the opportunity to discuss it with you and attempt to rectify it. You can reach our Audi Service Manager, Morgan Catton, at mcatton@crosbyvwaudi.com or by contacting the dealership at 519-894-9300 and asking for him. We appreciate client feedback and we hope to hear from you soon.

October 28, 2014

"Pleasant to work with"

- JettaFred

Went out of his way to help me with my new car. Very helpful, friendly and accommodating. It's so nice to deal with people and not "salesmen"! Thank you Andrew

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Recommend Dealer
Yes
Employees Worked With
Andrew Somerton
November 28, 2013

"From the employees in the sales department, to the..."

- npresta

From the employees in the sales department, to the service department and the owner himself, Crosby Auto Group (VW) is an exceptional dealership in Kitchener, Ontario. I drive over an hour to have my VW Diesel serviced and that in itself saids alot. This year was my 1st year of purchasing a new VW and I absolutely love it. If your looking for great service, a great loyalty rewards program and a professional/friendly environment, take a drive and see for yourself what an amazing dealership this is. (Nadia, Hamilton, Ontario)

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Jenna Peters, Bud Parker, Andrea Douglas, Kaitlin Kettle & Michael Crosby, Andrea Douglas
November 16, 2013

"Had a breakdown on a return trip from Toronto to..."

- janlyn99

Had a breakdown on a return trip from Toronto to Indianapolis on Hwy. 401. I got off at Kitchener, found Crosby VW, took my car in. Within an hour, they told me exactly what happened to my car, ordered the part and told me it would be ready in the morning. Ian took the time to not only find me a hotel, but also get a discount on the hotel (wonderful room by the way). Crosby drove me to the hotel and called in the morning to say my car was ready, picked me up at 11:00 am and I was on my way. Ian just stepped up because he could see how frazzled I was and took care of everything for me. I can't thank him enough for his kindness and for the service I received while there. I drive from Indianapolis to Toronto and back once a month and hope to be able to use Crosby for regular VW service in the future.

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Recommend Dealer
Yes
Employees Worked With
Ian Theissen
November 11, 2013

"Maddie was extremely friendly and courteous. She went..."

- jonf_audi

Maddie was extremely friendly and courteous. She went about and beyond to make sure I was happy with the service that was provided for my Audi. I think she is an excellent addition to the Audi team!

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Recommend Dealer
Yes
Employees Worked With
Maddie Houm
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