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Grande Prairie Volkswagen - Service Centre

3.8

31 Lifetime Service Reviews

9602 108th Street, Grande Prairie, Alberta T8V 4E1

31 Reviews of Grande Prairie Volkswagen - Service Centre

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January 17, 2019

"Disappointing Service Department "

- BR

VW car was taken in for a computer scan to trouble shoot heater. They did a “safety inspection” without being asked and reported $3200 worth of work that “must be done immediately because it is not safe”. This included brakes metal on metal and 1mm pad left and LCA bushings loose, swaybar links loose. The reality of the car is the sway bar links were replaced 2 months prior, the car had a 4 wheel alignment at a different shop 2 weeks prior (no problems or adjustments done) and the thinnest pad on the car is at 5mm (I measured). They wrote on the invoice “customer understands car is not safe to drive” right be for they asked me to sign the invoice, just to rub in their “safety inspection” to attempt to get me to approve the work. To top it off the key remote didn’t work when they gave me the keys back, and the couldn’t figure out why. I’m looking forward to the day I no longer on a VW. Be aware of their less than honest tactics in the service dept.

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Recommend Dealer
No
Employees Worked With
Shea Paquette
Jan 18, 2019 -

Grande Prairie Volkswagen responded

Grande Prairie Volkswagen participates in the Dealer Rater Certified Dealer Program. We are committed to providing high quality customer service, but based on your Dealer Rater review, you did not share that experience. That is disappointing to us. I am sorry that you feel we let you down. We would welcome the opportunity to bring your vehicle back into the shop and have you watch and participate in the measuring and inspection on your brakes with our licensed technician. It is our hope that you take us up on this offer to give you peace of mind to personally see the concerns with your vehicle. Since your remote car starter is not a Volkswagen product it is necessary to disconnect the starter to allow the technician access to scan your vehicle. We do apologize for your inconvenience of having to wait for the technician to reconnect your remote starter. Grande Prairie Volkswagen strives for 100% customer satisfaction 100% of the time. Once again, I am regretful we did not meet your expectations, it is my hope that we can work with you to regain your trust and business.

December 28, 2018

"Outstanding service!"

- AmyK1997

Jasmyn was so helpful! As a first-time car-owner, she helped me pick out the perfect car for all my car needs. So easy to talk to and she helped me get exactly what I wanted. It's like I've known her my whole life! Thank you Jasmyn!

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Recommend Dealer
Yes
Employees Worked With
July 09, 2018

"Top notch service!"

- carljo

Very helpful and knowledgeable. Have went above and beyond many a time to make sure my vehicle was taken care of. I could not be more pleased with the service and parts department that the dealership.

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Recommend Dealer
Yes
Employees Worked With
Shea Paquette, MATT SCHAFF
May 29, 2018

"The worse service center ever."

- Danys

On Saturday I had an appointment at 11 am. I was driving two hours from my town to GP. I came with my wife there at 10:40 am. My Volkswagen finally got to the service at 3 pm. It had some electronic problem with brakes. Mechanically it worked, but always did some sound and showing error on parking brakes button. It was possible to fix just at the dealership with the special computer.Around 4 pm I finally heard something about my vehicle from the service. The lady at the service front desk told that my tire is blocked, because when the mechanic add the computer. it blocked the weal and I need to find a car rental and drive on it at home. Are you seriously? I was driving 2 hours to come to the dealership where should work professionals, who will fix my car. I did not want to wait 6 hours, after to find out that I need to pay 220$, rent a car and go home and after come back, when GP service will find out how to fix my car. On my luck, I knew the car better then professional Volkswagen mechanic and easily unblocked the weal. Payed for nothing and went home so disappointed. I would never recommend this place and would never come back. Sales employees were very nice, I know it because talk to them while waiting, but service once again was overfull. I can not understand how was possible to hire someone to fix Volkswagen cars, who elementary does not know all secrets of Volkswagen.

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Recommend Dealer
No
Employees Worked With
May 31, 2018 -

Grande Prairie Volkswagen responded

Grande Prairie Volkswagen participates in the Dealer Rater Certified Dealer Program. We are committed to providing high quality customer service, but based on your Dealer Rater review, you did not share that experience. That is disappointing to us. I am sorry that we let you down. We have spoken to our appointment booking department to ensure they offer our customers more clarity regarding appointment times and expectations. Unfortunately, our technician did require more time to properly diagnose and repair your vehicle. We are sorry that this caused you an inconvenience. Grande Prairie Volkswagen strives for 100% customer satisfaction 100% of the time. Once again, I am regretful we did not meet your expectations, it is my hope that we can work with you to regain your trust and business.

February 12, 2018

"Parts"

- Nothankyou

Very helpful made my purchase easy and convenient, helped narrow down the parts i needed instead of making me buy everything when i told him i was on a budget. will reccomened and be back because of that. thanks.

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Recommend Dealer
Yes
Employees Worked With
MATT SCHAFF
January 31, 2018

"Great service "

- dustin

If I could recommend an employee from this dealership it would be Shae , she’s super helpful, polite and goes beyond her means, literally goes above and beyond for her clients !! Thank you so much Shae for not only making my experiences exceptional but this last time you made it memorable so for that I’ll recommend anyone to deal directly with you :)

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Recommend Dealer
Yes
Employees Worked With
Shea Paquette
January 18, 2018

"False fuel test to avoid warranty issues "

- Jenna1

I’ve never been so disappointed in a car brand before. I took my car into the dealership since my engine light came on and asked if potentially I had received bad fuel as the light came on 100km after last filling up. After 11 days I was informed by Shea that under their assumption (not tests) I had put diesel in my gas car and this would not be covered by warranty. It seems I never have put the thought in their mind about my fuel as it soon became my biggest hurdle. I asked if they tested my fuel to make sure it’s actually diesel since Shell premium is yellow like diesel and Shea (service manager) informed me she didn’t know how to get fuel tested. I immediately lost all respect for the dealership and pursued a 2nd opinion as my fuel receipts stated premium fuel and the gas station assured me with paperwork that they did not have contaminated fuel. As suggested by Southgate VW in Edmonton I needed to go to another place that works on both gas and diesel engines since there are no other VW dealerships in the area and my car was not driveable to take it to Edmonton. After getting a 2nd opinion with a proper fuel test, it was determined that I did not have contaminated fuel and that the injector failure issue was due to something else wrong in the car. I went back to GP VW with my results in which they would not accept. They decided to send in a fuel sample of their own labelled “tiguan“ that was supposedly mine that they had kept for testing (after I showed them where to get fuel tested). It came back as very contaminated fuel which didn’t surprise me as they could have sent in any fuel sample they wanted to avoid being wrong. Now my car is still not fixed 3 months later since they flagged it under warranty as a fuel issue and no other VW dealership can look at it and give another opinion. I’m now stuck with a deceitful dealership charging me for work that should be covered under warranty. Vw Canada is also not willing to investigate because GP Vw technicians are ‘experts’ and what they say goes. I’ve owned a VW for 12 years and will be selling this one and never buying another one again as well as advising all friends not to bother as the service from Vw Canada is pitiful. After all the emission lies you would think they would try and keep the faithful customers they had left.

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Recommend Dealer
No
Employees Worked With
Other Employees : Shea Paquette
Jan 19, 2018 -

Grande Prairie Volkswagen responded

Grande Prairie Volkswagen participates in the Dealer Rater Certified Dealer Program. We are committed to providing high quality customer service, but based on your Dealer Rater review, you did not share that experience. That is disappointing to us. I am sorry to hear that you feel our service department has let you down. Please be assured that our Volkswagen Master Technician was assigned to your vehicle to investigate your check engine light. He immediately found the cause of the check engine light, which was contaminated fuel. Based on his conclusive findings, there was no need for further investigation. Grande Prairie Volkswagen is bound by the authorities and policies of Volkswagen Canada and can only perform warranty work authorized by Volkswagen Canada. Fuel contamination is not covered under the Volkswagen warranty. We were not provided authorized to complete any repairs. The Service Manager at Grande Prairie Volkswagen has closely reviewed the copy of the second opinion completed by another shop. The other shop drained the fuel tanks, added a fuel conditioner and replaced the spark plugs, if there was no evidence of fuel contamination why did they have to perform these repairs? Again, we are sorry that you feel let down by Volkswagen Canada and our dealership. It is our sincere hope that once you have time to further reflect on the information provided, you will give our dealership an opportunity to earn your trust and business back.

Jan 19, 2018 -

Jenna1 responded

As part of the diagnosis to eliminate fuel contamination assumed (by assumption I was told that the colour yellow which is the same as Shell premium and texture ‘felt’ like diesel) by GP VW, the 2nd shop performed these steps to see if they got the same results before charging me for a $200 fuel test. After talking to multiply shops about this style of diagnosis, it seemed to be the norm to empty the tank and try fresh fuel and run scan results on it again. The 2nd shop agreed that the colour was in fact yellow and the texture was slightly oily feeling but without proper lab results it would not assume it was diesel. After determining that my issues were not caused by contaminated fuel we agreed that the fuel (that was removed and properly labelled before diagnosis) should be sent off for further testing in order to go back to GP VW with results. This was done by an unbiased shop who I had never used before but came highly recommended by VW owners. Again this was not good enough for GP VW to look at further diagnosis and admitting they could have possibly misdiagnosed it and a sample of ‘Tiguan’ was sent off. After reviewing fuel receipts and talking to the Shell station there is no way I had contaminated fuel, let alone the diesel pump will not fit in my gas tank. Instead of trusting the customer, the service manager Shea accused me of being wrong and that they would not further investigate the issues. 3 months later my car still has faulty injectors and no diagnosis to what has really caused it. I wil now have to pay an expensive bill for my vehicle to get fixed under what should have been covered by warranty but the dealer was not willing to help their customers out. It’s such a shame that there is only one VW dealer in the north and your only option is bad service.

November 23, 2017

"Parts "

- Bigguy

Matt the parts man knows his stuff and was able to assist me promptly and knew where to help me with my wants and needs

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Recommend Dealer
Yes
Employees Worked With
MATT SCHAFF
November 17, 2017

"Finally, good service in GP"

- Alyssa B

I have had my fair share of part technician encounters over the years, and everytime I get treated like I am incompetent because I'm a girl. For the first time ever upon calling in I got treated with respect and the understanding like I wasn't out to lunch with what I was asking for. I'm pretty sure it was Matt that I dealt with.. Thank you for finally helping!

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Recommend Dealer
Yes
Employees Worked With
MATT SCHAFF
June 23, 2017

"Good experience "

- Jo Fedd

Great experience dealing with Shea. Super nice, really went out of her way to make sure I received my vehicle back quickly Thanks again Shea

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Recommend Dealer
Yes
Employees Worked With
Shea Paquette
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