|Address:||2020 Ogden Ave, Downers Grove, IL 60515, USA|
|Working:||7AM–9PM 7AM–9PM 7AM–9PM 7AM–9PM 7AM–9PM 7AM–6PM Closed|
Pugi VW service is pretty bad. It appears that there is no communication between service advisers. There is also no way to find out what is wrong with your car, if your service adviser is out of office. I found out first hand; it is not possible for anyone (but your service adviser) to find the status of your car or repair. They also appear to be very reluctant to provide a straight answer on what is wrong with your car. I worry about the honesty of any repair shop or dealership that is reluctant to provide a clear diagnosis for your car. Therefore I would strongly recommend against anyone going there for warranty service. Here is my experience over the last 2 days. My check engine light went on. I made an appointment at Pugi VW in Downers Grove to have it checked out. At 12:50 pm my car was returned to me. My service adviser Brian was out to lunch, so another service adviser gave me back my keys and said I am all set. I asked what the problem was and he told me it was in the emissions system and covered under warranty. The parts are being ordered. I asked what is the actual issue. He said he did not know and would have Brian call me. At around 5:35pm I called back because I had not yet heard from anyone. I was told by the operator that Brian went home. I could leave a voicemail or talk to another adviser. So I spoke to another service adviser (Tom maybe?) who told me that he does not know what the issue was, only that parts were ordered. I asked if there was any way to find out. He said no, only Brian could tell me. I asked if there was any way to pull up my records and see what the problem was. He said it is not possible, only Brian can do so. I thought that was crazy and asked to speak to a manager. He said Brian was the service manager. He said I could call back tomorrow to talk to Brian. I said Brian should call me back. With that I let him go. As of 5:30pm today, I still had not heard anything. So I called back to talk to Brian. This time I was able to speak to Brian. He said that they were ordering parts for my car. I asked why he had not contacted me or made any effort to let me know the problem with my car. He said he did not feel he needed to. He said there was no charge and parts were on order. After the parts came in (he had no idea when), someone would contact me about my car. So we had this back and forth conversation. He cannot understand why I would need to be informed what the problem is with my car. I asked what was being ordered. I know if I did not ask; I would never find out until it arrived. He stated it was a new particulate filter. It was impossible for him to understand the need to let a customer know the problem with his car. He could not even understand why I was concerned. I said a doctor would not let you leave a checkup without letting you know what was found. But he was defiant in his conviction that there was no need to let me know what was wrong with the car. I finally hung up. If the service manager at Pugi VW is this dense, I am very concerned. Brian is the least customer focused service manager I have met. Until he is gone from Pugi, I will be gone from Pugi.
I have serviced my cars at Pugi VW and Pugi Mazda. (I have a car purchased from and also have a few horror experiences at Pugi Mazda). Pugi VW is a 50/50 chance at honest, good service. I wish I could remember all of the employees names and positions from all of the times Ive been here. I am a slightly timid, honest, respectful, people pleasing person who is always aware of their surroundings. I have dealt with genuine employees that put forth some extra effort finding me an answer for a question, never leave me waiting too long, or have provided me with service that was not needed but pleasantly surprising and appreciated. Then I have met employees that blatantly lie to my face. Even after nicely showing them facts from multiple sources, or some area that I have more than the average persons knowledge on. Their service department seems to be where I have had the most issues. I have been quoted a ludicrous amount for a service that 3 other VW dealerships have quoted me for hundreds and hundreds of dollars less. When dropping my car off at their service "express". I have sat/stood waiting to be helped while service employees are obviously just laughing/shooting the breeze occasionally glancing over at me. This could possibly just be my fault for not being assertive. Though I think I made it pretty obvious that I was looking for help. Then a handful of other occasions I cannot recall at the moment where I have experienced poor quality of service. Just recently I had to bring my car in for service here. They could not fit me in that day because they were pretty busy. Which I understood and was fine with. The service advisor I spoke with on this occasion was very polite and honest He was patient and answered every question I had. Though, EVERY SINGLE TIME where I have dropped my car off for service at Pugi VW and needed a temporary/courtesy vehicle. I am always told that none are available. Even though I am eligible for one under my warranty. I did ask to be informed about a specific issue with my service if it occurred. I was never contacted until the repairs were complete and my car was ready for pickup. The repairs were completed earlier than expected. When I arrived at the dealership I was quickly pointed to the cashier by a sales person to sign and pick up my car. I asked the cashier if she or anyone else knew some more details on the service provided. They were unsure and eventually told me no one was available to answer my questions. I have no complaints about the quality of work for the service I came in for. So to end... I feel like you never know what youre going to get when visiting Pugi VW. Comparing all of the times and experience I have had with Pugi VW. This latest visit on my personal experience scale, would rate about a 6-7 out of 10. If you cant take the chance on the quality of service that you need. I would suggest another dealership. Unless you have learned which employees that are best to avoid when taking your vehicle in.
My experience with the service department at this dealership was a nightmare. I came in to pick up a new key and floor mats. For some reason they took the car to the back to do this simple thing, and an hour later I got it back. The very second I opened the drivers door, I looked down and saw a tear in the leather of my front passenger seat. I immediately went back in to tell the girl who was helping me that there was a tear in my seat, where there was no tear before. She said she needed to tell her manager. She came back and said the manager said it didnt happen here and have a nice day. He never even came out to look at it. I was stunned. I drive my car everyday, my daughter was actually with me that day and was a passenger in my car. We would be the first ones to know if there is a tear in the leather front seat. I walked in to talk to the manager, Brian, and was confronted by the most unprofessional, rude service manager you can imagine. He basically called me a liar and said that there was no way I could prove that it happened at VW. To say I was angry is an understatement. He proceeded to come out to my car and look at the seat (after he had already made up his mind that he had no responsibility), and try to claim that the leather was worn out and tore on its own. This was a complete joke since the seat was obviously cut or torn, not worn out as he tried to claim. It was so frustrating to bring a car in for a simple key and floor mats, and end up with my front seat being vandalized and this dealership taking no responsibility. The girl even came back out to say that she talked to someone in service who said they saw the tear but "forgot" to note it. Whatever that means. Again, they are trying to say it was torn when I brought it in and that is an outright lie! They literally couldnt care less about the damage they caused to my leather seat and have no intention of fixing it. My husband and I have tried calling to talk to someone who might be more professional or interested in customer service, but no one from Pugi Volkswagon has bothered to contact us. I am disgusted with the business practices of this dealership. Beware of bringing your care here for service. I wouldnt let it out of your sight. I am not surprised by other reviews Ive read where people have brought in their cars for one problem, and ended up with another. Do not let them touch your car! Brian in service is incompetent and unprofessional and shouldnt be the manager of customer service if Pugi cares about its customers.