Kingston Volkswagen

Lost My Keys Took my 2013 Jetta in because of a strange sound on the front left side of the car. They worked me in within half hour. They quoted me $1200 plus tax, Took my 2013 Jetta in because of a strange sound on the front left side of the car. They worked me in within half hour. They quoted me $1200 plus tax, & gave me a cab to the hospital. When I arrived at the hospital I got telling a family member about what the dealership said was wrong with it & how much it would cost. My family member called another licensed garage & got a quote for &400. I called CAA to get my car from Volkswagen to the garage that I usually go to. When the CAA driver arrived, Volkswagen told him that I had the keys. The driver called me & I said no I did not, he said okay & would have to ask them again. I heard nothing from Volkswagen for an hour or so. So I called & they said that I would need to pay for my car first before it left the lot. My boyfriend went to pay for my car (since I am at the hospital with a sick family member who just had surgery). I called them back to see what was going on & they said my boyfriend took my car keys. I had to take a cab from the to my house to grab my spare set ($30 for a cab). When I returned to Volkswagen they said 'we found the keys. They were hanging where they shouldn't have been.' (This was over about a 4 hour period) For about 4 or 5 hours they had no idea where my car keys were. I had to spend half my day on the phone & away from my loved one who was in the hospital. I don't typically go to Kingston Volkswagen because of the awful service I have had in the past & horror stories from others that I have heard. I will defiantly not take my car there EVER again no matter the circumstances. STAY AWAY! More

Lies told to a first time buyer I'll start by saying that Sean is a great person to talk to and knows his VW's and the guy who did the financing (Josh) was also very helpful with the I'll start by saying that Sean is a great person to talk to and knows his VW's and the guy who did the financing (Josh) was also very helpful with the options I had to pay for the car, but that's where I'll stop the compliments. I'll mention the two main points and a bunch of little things in this review. First I was rushed to make a decision because they claimed they could not honor a 1000$ offer VW had going at the time unless I signed a contract that week. As it turns out, after that they gave me 3 different quotes all with different 1000$ promotional offers which are just typed up on the spot which means there was no need to rush me. This happened even after that week further invalidate their claim. Additional to this before signing I was told it would be hard to even find my vehicle and could take weeks, lo and behold they had it in 2 days. Between the 2nd and final quote they changed the 1000$ promo from before tax to after tax which would have lost me about 200$ had I not noticed and have them correct. I was told there would be a 100+ point inspection done before I could even pick up the car, but once I picked it up there was still plastic wrap on some body parts and even Sean said they should have been removed better. One week after having the car the electric seat stopped working, turns out a cable was not properly secured to its terminal. So what inspection was this? One more little thing, two of the manuals came in french, I requested them to be changed or have a PDF emailed to me but it has now been a month and still nothing. They can change contracts even after they are signed if you want to give them more money, but not when they should rightfully give some back. I never had to lie to make a sale in my career and I am xxxx proud of that, this dealership did, and I trusted them, but I shouldn't have. This was my first ever car and as much as I love the it I cannot say the same for the dealership who are now hiding behind a contract and refusing to reply to my emails after lying to me about Nitrogen treatments and Anti-theft protection which I was expressly told were not optional and therefore had to pay if I wanted the car. Be weary of what they make you pay for, don't pay for anything you don't need Anti-Theft is optional everywhere except at Kingston VW and Nitrogen is not at every dealership and even those that offer it will make it seem like a hassle to cash in what you pay for. More

Misquoted on a repair I was notified when my 2010 Audi Q5 was at the dealership for a recall item that my rear brakes would soon need to be replaced. As I wanted to get th I was notified when my 2010 Audi Q5 was at the dealership for a recall item that my rear brakes would soon need to be replaced. As I wanted to get the brakes dealt with before winter hit, I booked it in and asked for a quote as to how much this would cost. I was told $400 to $700 depending on the model. As I wanted the range narrowed down (you know my vehicle, shouldn't you know the cost) I asked for this to be more exact and was told by service that they would look in to it and get back to me. Over a week later when I had not received the promised call back with the info I called again - and was told they had no idea and would call me back when they talked to parts. I did get a call later that day and was quoted $495. I told them they would get the car the next day. I just got a call to tell me that the car was ready and that the cost is $585. I pointed out that I was quoted $495 how is it $585. I'm told that they have no idea as the price is $585. I ask them to look at the note on my file about the quote and when they look there is no note on my file. I questioned why not and how can this happen and was told that I can ask to have the quote emailed to me when on the phone. But why should I need to? Shouldn't it be added to my file? Why is the assumption - don't trust us, you better get that in writing?!? This was my attempt to go back to this dealership as I had heard things had improved - service and sales had been so terrible that I had taken my vehicle elsewhere for the last few checks. It's really too bad as I love my Q5 however this dealership is absolutely brutal. More

Car sold to someone who contacted them after me Worst customer service experience. Nobody returns calls here. The car I wanted was sold to another customer while I was still in the negotiating proce Worst customer service experience. Nobody returns calls here. The car I wanted was sold to another customer while I was still in the negotiating process and waiting for a call back. I inquired about the car before the other guy did. I called two days later two inquire and was told car was sold to someone else. The sales person even took my credit card info to finalize the deal but sold it to someone else. I was told there was a miscommunication. I have dealt with many dealerships and it doesn't get any worse than this. Stay away form this place. More

Unbelievable Service (We are convinced the best in Ontario.) Twice in recent months we have had problems with our 2012 Toureg VW. By default being in Kingston when the first issue occurred we attended the dealer Twice in recent months we have had problems with our 2012 Toureg VW. By default being in Kingston when the first issue occurred we attended the dealership on a Saturday afternoon. It happened to be a hot, humid, day and the issue regarded the ac unit. We were most fortunate to meet and deal through this problem with Jessica Osak. Having a extended warranty Jessica took over,contacted them, ordered the part and within two days the problem was fixed. Recently we were faced with yet again issues this time the hatch and a oil leak with the check engine light on. Needless to say we drove the extra 1/2 hour to use the same dealership. Once again Jessica took over and along with Blair the service manager and Kenny the tech (who completed the repairs)the process was flawless. Might we add never,ever,have we dealt with a more caring, professional,respectful group in any dealership anywhere. Truly this is a very unique team of people. Recommend you hands down. Return to your dealership if a problem arises YOU can count on it. Thank you, thank you, thank you! Morgan and Lynn Hill Picton, Ontario More

Corrosion on vehicle I have a 2011 that I have owned for 2 years now. Since I purchased the vehicle, every year I have had the car undercoated( car panel plugs) which is c I have a 2011 that I have owned for 2 years now. Since I purchased the vehicle, every year I have had the car undercoated( car panel plugs) which is costly 160$ but last longer and more effective than a spray. Anyways my car has rust now and was told that my jetta has corrosion warranty in January 2016 and filed a corrosion report. The report states that it will three months to process which was fine but it took till the first week of June to approve the warranty after getting the run around with Kingston Vw, customer relations and kingston collision who kingston vw contracts to do their corrosion warranty. I was told that Canada Vw will not cover all the rust warranty. They do not cover surface on the quarter panels which was a result of my front fender rusting which they are not covering only my cars rear quarters on both sides. Kingston collision advised me that they will be taking my car for 3 days which is fine , but will be charging me 65$ when they finish where the vw website or customer service did not tell me. So I advised kingston vw I need a loaner vehicle where I believe if a car is getting serviced for warranty except for gas usage, there should be no charges but kingston vw stated they charge 25$ a day for the loaner and thats there policy. There is a lot of hiden cost associated with the corrosion warranty and dont cover everything. Beware!!!! More

Very friendly staff i was looking to get my front shocks replaced in my 07 jetta so I called this dealership for pricing, I was talking with Jamie on the phone and he mad i was looking to get my front shocks replaced in my 07 jetta so I called this dealership for pricing, I was talking with Jamie on the phone and he made me a quote on the spot and printed a diagram for me to go by as i was doing the work myself. When I went to pick up my parts, I dealt with Brad and he gave me more then enough info and I successfully changed the parts myself. Very impressed with the customer service I recieved. More

parts department I recently bought a Volkswagen Jetta, and was looking for accessories as I'm an avid outdoorsman, and Jamie in the parts department, helped me get all I recently bought a Volkswagen Jetta, and was looking for accessories as I'm an avid outdoorsman, and Jamie in the parts department, helped me get all the gear I needed to haul my bikes and kayaks, and had them for me in a couple days :) More

Excellent Service Department I was on the receiving end of some excellent customer service this week. Ryan in the service department talked me through the mechanics recommendation I was on the receiving end of some excellent customer service this week. Ryan in the service department talked me through the mechanics recommendations and made sure I had a complete understanding of what was going on with my car. I did not feel pressured like I have in previous shops, and my car is now running great. Thank you Kingston Volkswagen Audi, I will be back. More

Kingston VW and Audi My name is Sean. I've been in the Canadian Armed Forces for 23 years and have been an Audi owner for five. I currently live in Kingston, ON and I am My name is Sean. I've been in the Canadian Armed Forces for 23 years and have been an Audi owner for five. I currently live in Kingston, ON and I am deploying to Iraq tomorrow, but I thought I'd take the time to recount how I've spent my final few days in Canada. Last Friday I brought my 2011 Audi Q5 in to the Kingston VW and Audi Dealership (1670 Bath Road, Kingston, ON) for it's 115,000 Km servicing, despite only be at 110,000 Km due to the fact that I am about to deploy for an unknown period of time. Though I didn't have a appointment, they squeezed me in to accommodate my deployment timeliness - which was greatly appreciated. The servicing was fairly elaborate - more than the typical oil change. I left the shop and shortly thereafter hit the 401 highway to spend my final weekend in Toronto. I soon noticed that fuel consumption was exorbitant compared to usual and that the throttle lacked power when passing and on hills, to the point where it was barely able to maintain 100 km/h going up a hill. For fear of breaking down in Toronto or on route I opted to turn around and head home, foregoing the hotel room that had already been booked and paid for, and a final weekend with friends and family. As you can appreciate, given none of these engine symptoms existed prior to the servicing, it was fair to assume that a technician mis-adjusted something during the servicing. After all, when I was back-briefed on the work that was done I was quoted a 2012 service schedule, despite my car being 2011. (I realize that the service schedules are likely similar, but this demonstrates that mistakes happen). Regardless, my expectation would be for the service centre to rectify their mishap first thing Monday morning. That brings me to today - Monday, March 21st. I arrived at the original service centre (Kingston VW and Audi on Bath Rd, ON) at 0800hrs sharp, explained the problem, to which the service agent apologized and assured me that it would be sorted out that day. I then took the shuttle back to base. Around noon I contacted the service centre for an update, whereby the General Manager explained that they'd found the problem and that the technician would leave it connected to the computer over his lunch break to speed things along (apparently this was the fix in accordance with a technical services bulletin (TSB) that had previously been issued, but was not caught at Friday's servicing). Shortly thereafter I received a text from the service agent explaining that the cost would be 1.5 hours labour for a total of $201. I presumed this was a mistake, or at the very least the cost would be borne by the Kingston VW and Audi Dealership as the problem was ostensibly caused by their mishandling of the servicing only a couple days prior. Unfortunately, this logic did not prevail. As the General Manage, Jen Durant, who just so happened to be at the desk during my arrival, indignantly put it "the two issues were unrelated" and that I should pay the $201. That is to say, my previously smoothly running Q5 mysteriously developed this issue coincidentally immediately following the servicing. Moreover, she refused to acknowledge the fact that a TSB had been previously issued for this problem and not picked up on at Friday's servicing - had it, my final weekend in Canada would have not been lost. Unable to come to an agreement, we placed a mutual call to Audi Canada Customer Service Centre. During this interaction I had the pleasure of interacting with "Joanne" who informed me again that the issues were unrelated and Audi has a policy of taking the Dealership's word over that of loyal customers. She seemed unswayed by the fact that a TSB had previously identified this issue (which should have been identified on Friday and sorted out then). Needless to say, this was not how I intended to spend my final days before boarding an aircraft to do my duty overseas. To say that I am displeased with Audi's approach, both from the Dealership and Corporate perspective is an understatement. To be frank, I am disgusted - as was the feeling of the original service consultant (Jeff is his name and he should be commended for having compassion), who after witnessing what went down, and after a lengthy closed door discussion with the GM offered me a $100 rebate because "he had friends in the military and truly respected what we do". I did not feel respected at the Kingston VW and Audi Dealership - but rather felt ripped off. I refused the rebate because this is not about saving a buck, but rather avoiding being scammed. For the sake of $201 you have lost a loyal customer. Little did the GM know, I am in need of new summer tires - Audi will not be getting my business there. Moreover, as "Joanne" from Customer Relations put it, I am "no longer under warranty" so you can expect never to see me at another Audi dealership for routine maintenance again. Finally, at 110,000 Kms, you can imagine I will soon be in the market for a new car - based on this latest exchange with Jen Durant and "Joanne", my new purchase will not be from the Audi/VW family. I am a senior Logistics manager within the CAF and I assure you that your single-sided customer service approach is offensive. I recommend you re-examine your Dealership and Corporate customer service policies should you wish to maintain life-long customers as today was not one of your winning days. I will spend considerable energy getting this story out to my friends, families, and social media acquaintances. Sincerely, Sean More