|Address:||1616 Soquel Ave, Santa Cruz, CA 95062, USA|
|Working:||7:30AM–8PM 7:30AM–8PM 7:30AM–8PM 7:30AM–8PM 7:30AM–8PM 8AM–4:30PM 10AM–6PM|
My wife Susan and I found a 2014 VW EOS on your website and it appeared to have everything we were looking for to replace the EOS Susan had been driving, prior to being rear-ended. USAA wound up totaling her vehicle & she really wanted another EOS - just like the one she had (albeit, newer)! We found a 2014 with very low mileage and being offered as a CPO car. I called VW of SC and spoke with Nicole in sales, who was very helpful and gave me professional answers to all my questions. In the end we agreed to a price that I felt was worth making a 7 hour drive up to Santa Cruz for (from San Diego). We drove a rental car up to VW of SC on a Friday night, had a lovely dinner & then picked up the EOS on Saturday morning. At the pick up, everything was in order and Nicole had taken all the necessary information from me via phone & text to have our financing paperwork all ready to go. Nicole turned us over to Scott Davis in Finance and he was just as professional and helpful as Nicole had been. Scott helped us purchase an addition 3 1/2 years service on the car & even helped us return our rental car in Santa Cruz instead of dropping it off at the San Jose airport! In short, Nicole and Scott made our sales and finance experience a 10 out of 10 and very professional!!! Our only negative came after we closed the deal and went into the Parts dept. to purchase a phone adapter cable - at that point I dealt with Daniel Vieyra, who was pretty much the opposite of Nicole and Scott - Not very helpful, courteous or professional. After purchasing the adapter, I plugged it in and found the cord was too short to work with my iPhone 6 plus. So immediately went back to Daniel and explained I would needed the other version of the adapter, with a longer cord (which was out of stock at VW SC). Daniel informed me he did not think he could take the adapter back and I might just be stuck with it. I asked to speak to a manager and Daniel told me there wasnt one here today - he was the only one in the dept. After I explained I had just purchased a $30,000 car & driven up from San Diego the day before and maybe we should get the sales manager to come over, Daniel begrudgingly agreed to credit my MasterCard purchase of the adapter. Daniel almost blew it for our car buying experience by not taking the adapter back! Had Daniel informed me upfront that the part was not returnable, I would not have bought it, since it was not the original part I wanted (as stated, that part was not in stock). I assumed that 10 minutes after the purchase, it would not be a problem to return it...Daniel failed to live up to the standards I experienced in the Sales and Finance depts. and should be coached to be more customer friendly & responsive - like his counterparts in the other depts. Sincerely,
We bought our car from you. We have serviced it with you every single time we have needed service and have followed up with all of our regular scheduled visits. Then we started having light issues. The check engine light and the tire pressure warning system lights continued to come on over and over. We have brought it in to be fixed several times and have continued to experience less and less customer satisfaction and more and more frustration. Upon the most recent visit to once again get the tire pressure sensor light looked at we were told we had to replace two broken sensors. We got them replaced. As soon as I got back in the car from the service appointment there was a loud feedback noise being picked up by the speakers like a grounded wire had become loose and was causing feedback. After two visits and phone calls the manager was unwilling to listen to our concerns, repeatedly misdiagnosed the problem (a blown speaker) and refused to even consider the idea that something they did caused this problem which was not in any way remotely occuring before its service. I have never been treated so rudely in my life. I have never written a bad review for anywhere and I have never been one of those people who say "Im never coming back here." But suddenly I find myself so disgusted with my treatment and so completely in shock of how rude and unwilling to listen and hear me out the manager was that I feel I can never ever return here or bring our car back with any sort of confidence that we will be treated well or that we will be listened to or that our problems will even be properly and accurately diagnosed. Since our service our check engine light has once again come back on and I do not plan on bringing it back to this service shop to fix it as it appears I cant count on it actually being fixed. We will no longer be bringing our car in for its regulator service as well and we will never buy a car from here again and will not be recommending people to go here. In fact we will specifically be telling people to stay clear of this center and specifically Frank as he is completely inept at listening to customer concerns and also inept at properly diagnosing car problems, which seems like a must for a car service manager.
Update: I had inquired about the truck the night before and got pre-approved for that particular truck. I even got texts from the salesman about it. I showed up first thing in the morning and started the paperwork without even test driving the truck. i was there before the other person showed up and started looking at it. I was told that more money was to be made off of the sale to the party behind me. Everyone was very helpful and nice but unfortunately whoever made the final decision was playing unfair. Whats done is done and while its a bummer, I did end up with a brand new GMC truck from Cardinal in Seaside. Wouldve loved to spend my money locally. I went to the dealership to buy a truck that I had inquired about online last night. When I got there I went inside to start the paperwork and another person came in behind me asking about the same truck. Once my financing was approved the other person was told that I was buying the truck. All that needed to be done was the final approval from the manager. The salesman returned and told me that they were going to give the truck to the person behind me because they would make more money off of that deal. So basically I wasted an entire morning and got a ding on my credit report for the credit check and I walked away feeling angry and hurt. I have bought many cars and trucks in my lifetime and I have never dealt with anything like this. I will never do business with this dealership ever!
I took my Golf in for a 20,000 mile service here just before I moved up north. They also took care of a safety recall related to the fuel pump, in total a cost of $300. When I got home I saw that the mechanics had left tools in my car behind my seat, which I thought was odd. The following day, when I was moving, a check engine light came on. I realized the fuel gauge was not working because it read that I had used no gas. My parents went in give them back their tools and the manager said I would be compensated for having to go to Medford Oregon (one hour one-way drive) to get it fixed. I ended up having to spend 3 hours at the dealership on a Saturday and return the following Saturday to get it completely fixed. When I called the manager he did not answer my any of my three calls and ignored voicemails as well as my parents calls and voicemails. I was never compensated for my travel or the 5 hours that I had to spend at the Medford, Oregon dealership. In summary my car was not fixed properly, I was lied to by the manager, and then ignored. FYI, I am glad I did not buy my car here because the selection is horrible and you can just drive over to San Jose and literally save thousands of dollars. Every car they have is marked-up way over MSRP and they charge a high "destination fee" because it has to shipped over from San Jose. Horrible dealership, horrible service, and a liar manager