Vacaville Volkswagen

Category:	Volkswagen Dealer
Address:	721 Orange Dr, Vacaville, CA 95687, USA
Phone:	+1 888-239-7766
Site:	vacavillevw.com
Rating:	3.5
Working:	9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–8PM 9AM–7PM

Location

Photos 85

Reviews 4

A Private User

The following complaint was sent to this dealerships General Manager and to VW of America: Dear Mr. Thornhill (GM): I wanted to make you and Volkswagen of America aware of a customer service issue that exits at the Vacaville, CA Volkswagen dealership. I purchased a car (Passat) from your dealership and have had it serviced there in the past and I have been treated well. However, my experience has dramatically changed with the most recent service given by Mr. Chris Whitworth, Service Manager. I was told on Friday, August 14th, that my car service would take a couple of hours because some recall items needed to be addressed. In the afternoon that same day, I received a call from the service department. I was told that the service technician in his attempt to work on my car had failed and the work that they did rendered the onboard computer inoperative (killed the computer). I was then told that they needed to keep my car the rest of the day as well as the weekend, plus two additional business days. This of course was a significant inconvenience to me especially since I live 50 miles away from the dealership. The dealership agreed to provide me with a rental car covering up $30 per day. In the late morning of August 19th, while I was at work in downtown San Francisco, I was called by the dealership telling me I could pick up my car. However, I was unable to drive from downtown San Francisco after I finished work at 6:30 PM to the Vacaville dealership to pick up my car before it closed for the day. On August 20th, I spoke with Mr. Whitworth telling him I was coming to pick up the car and asked him about being reimbursed for the car rental on the day I could not make it in time before closing. Mr. Whitmore in a very rude tone refused to cover this one additional day ($30). Frankly, I’m not so concerned about the rental fee as much as I am about how poorly I was treated as a customer by Mr. Whitworth. As the GM of a sales and service based company, I’m sure you’re aware how important it is to have a Service Manager on staff that can provide the level of customer service that invites clients back, and fosters clients to tell their friends and family where to go to buy a Volkswagen and/or get their car serviced. Unfortunately, Mr. Whitworth did neither of these things and handled my situation with indifference and with an extreme lack of customer care. I find it ironic that Mr. Whitworth’s job title has the word “service” in it. As a result of Mr. Whitworth’s disregard to good customer service, along with his “whatever” type attitude coming across over the phone; I am taking my business elsewhere going forward. I will be informing everyone that I know to look elsewhere when considering a new or used Volkswagen. For a mere $30 and a bad attitude on behalf of Mr. Whitworth, he has ultimately cost your dealership hundreds, if not thousands of dollars in potential sales and service revenue. It’s up to you on how to run your business and I’m only one customer out of many you have, but I would encourage you to address Mr. Whitworth’s lack of customer service skills, especially since he is on your management team and represents the face of your dealership, and even greater, Volkswagen of America.

A Private User

TERRIBLE SERVICE. STAY AWAY. I made an appointment to have a diagnostic because I had been having some troubles. It was essential that I have my car back by the end of the day, so I made an early morning appointment. I made it clear multiple times that I needed the car back that day and that I needed transportation to/from the service center, which their website and phone personnel had told me was all available. I dropped off my car early on a Saturday and was told that it would take 3-4 hours because they were really busy, but they confirmed that it would be ready before closing and they would send a shuttle for me. About 45 minutes before closing I had not heard a peep. I called the service center and spent 30 minutes in automated phone hell. No one answered in any department, automated machines directed me between 3 different departments and all automated messages said that the office had closed an hour previously. I was panicking. I had to be at work the next day, 21 miles away, and they were not open the next day. After 30 minutes and exhausting all the menu options of all departments I FINALLY got a person on the line who was able to get someone in the service department for me to talk to. I was told that they would call back in 10 minutes. Suprisingly, they did. The manager was far more interested in booking an appointment for me to get the problem fixed than in telling me what the problem was or in answering my questions about the car. Finally he was able to very grudgingly get me a ride back to the shop so I could pick up my car because there would probably be a few salespeople hanging around who could cash me out and give me the keys.

Robert Panush

I bought a new 2017 Passat at Fairfield Volkswagen in July 2017. A few days ago, I read the owners manual about the "brake assist" function and had a very important question. I took the car to VW Fairfield and talked with the "best" technician. He was very nice but admitted he had no real knowledge of the brake assist function. So I went to VW Vacaville. Wow, Wow, Wow. What a difference. The tech at Vacaville tested the system with a computer and took it on a road test. Everything was working properly. And then he examined the owners manual and determined that the manual (page 271) was INcorrect. The manual reversed the graphics. When I was getting too close to the big truck on the freeway (and I tried this 3 separate times), the correct graphic appeared on my dash. But the manual says that that graphic means my "brake assist" is OFF. So because of Vacaville VW, I know that the extremely helpful "brake assist" function is fine (and I can relax). Further, Jason in sales at Vacaville VW spent an hour with me reviewing a great many features of the car. (Fairfield VW didnt review anything with me; and I didnt ask because I could see pretty quickly, the salesman didnt seem to know much about the car). I live in Fairfield, but in the future I will always go to Vacaville VW. Its well worth the extra distance.

Nicole Piacentini Vahle

I cannot say how pleased I am with the entire sales process and management team at Vacavillle Volkswagen! They were true professionals and their customer service superseded my expectations! I had a trade in that I was not sure I was going to be able to get out of... Jason the manager worked his magic and got me a phenomenal deal that I am so grateful for... Art was my sales guy, he was so knowledgeable coming from 20+ years in the industry and was so so patient and listened to all my needs and concerns... I had a ball in Finance while filling out my paperwork. Everything I was signing was thoroughly explained to me and i was completely comfortable with the entire process. The entire team was simply amazing and never pushy or pressuring... I would hands down absolutely recommend anyone and everyone to purchase their VW from Vacaville VW... The experience was great and the staff was so kind and caring... Thank you to the entire Vacaville VW