AutoNation Volkswagen Las Vegas

Reviews 3

JA

James Sullivan

The service department here is terrible. I made an appointment to have my 2010 VW Eos driver side window regulator replaced while getting a 80k mile service. When I arrived on the day of the appointment, there was no record of it in their computer system. They were able to perform the window repair anyway since they had the part in stock. The agent wanted to charge me about $350 for the job, and then I informed her that it was under warranty. Their 80k mile service only consisted of an oil change which I could have had done almost anywhere else for less. When they returned the car, they had washed it, but the windows were still dirty, they didnt vacuum it, and the mechanic left black oily finger prints on the door interior. I got tired of waiting for someone to clean those off since I had lots of other business to attend to and a flight to catch. After driving the car, I discovered that they did not adjust the window properly when they replaced the parts so there was excessive wind noise at highway speeds and the window did not lower all the way automatically. Plus you could see the alignment marks at the top edge of the window and know it was done wrong. I brought it back to have that corrected the next time I was in Las Vegas (two months later). I told the service agent what was wrong and gave him the keys. After a few minutes, another agent told me that they couldnt find anything wrong with it. I got in and showed them exactly what I had told them: the window didnt automatically lower completely. About an hour and a half later, I was told that the repair was completed and they were washing the car. Fifty minutes later, my car was finally ready for me to drive. I could have driven to a different car wash and had it done in less time than it took them, plus it was raining, so why did they bother to wash it anyway? And again they didnt clean the windows or the carpets. And again there were black smudges on the interior door upholstery. This time I told the service agent about it, and she walked off. I got tired of waiting and I left figuring I could clean it myself like last time. I stopped to fill up the gas before I left Las Vegas to return to Tonopah where I work, and I found out that the gas door release switch on the door didnt work and neither did the trunk release. Its a good thing I didnt wait until Indian Springs to fuel up. So, I went back to the dealership. The agent claimed that I must be mistaken because they didnt work on that, so I reminded her that they were supposed to have worked on the door and the switches are on the door. She told me not to have an attitude with her and she was going to get the service manager. I waited in the lobby. Eventually she returned without the manager and asked me to show her, and indeed neither the fuel door nor trunk opened with the door switches. It took them almost another hour to fix that. When they said it was done, I pointed out where the door liner was not properly reinstalled and there was a large gap at the top by the door frame which took longer for them to fix. My next stop was the trophy shop across the street (which is fabulous), and the owner there agreed with me that Autonation service was terrible, and that they had left the oil filler cap off of his car after the first service when he bought it. Autonation service manager: if you are reading this, you really need to hire someone to check cars after they are serviced to ensure that the work was done correctly. completely, and cleanly. Anyone else reading this: take you car to the other VW dealer in Las Vegas.

TR

Tracy K. Castro

Moral of the story: VW is great, AutoNation is not. If you want a car from trusted dealership, this is not it. This is an email to general manager that I sent two weeks ago. I called a week later to follow up, no call back no answer. "I am now a happy VW Passat owner after buying out my lease last week on Thursday with Frank DiCerbo. Frank provided nothing but good service. Another gentleman whose name I dont remember, but is from Chicago and new to town, also helped immensely. Everyone was happy and I even requested a courtesy car wash, which is common from your team to offer when I visit. Prior to this, however, your team inspected the car and had me sign a document that stated that my battery, tired, etc. were running well. Unfortunately, when I got my car after the car wash the battery was dead and would not turn on. I was already at your dealership four hours so my dad and I decided to go to lunch and return while your team fixed the problem. When I arrived again at around 2:30 my car wouldnt start (Frank and the other gentlemen even told me they checked that the car turned on. They both said they thought the car washer guy probably left the key in the car but without the engine on). When I got into my car once again it didnt turn on so they had to jump start it. They told me it should be fine now and to call if I have a problem. Well I was away the rest of the weekend and didnt have to use my car until Sunday when I tried to turn my car on - once again it wouldnt. Today my car also did not turn on. I called and spoke to Robin, I believe he is your guest manager, but he was pretty apathetic and unwilling to look into the problem instead instead denying pretty much everything. He said theres no way your workers couldve done anything to kill my battery, which is not true as I could think of a few possible mistakes. He also said that your team does not do an inspection of the car, which is a lie, because I remember signing the paper stating my battery, tires, etc were fine. My dad (the cosigner) and the other Chicago gentlemen were there when I signed. Frank, once again, tried to help and speak to them but told me that your team denies any wrong doing and that the battery mustve died at the wrong time. I really appreciate his help, but unfortunately he cant give me a new battery or fix it on behalf of your dealership. Mr. Durill, I ask you to please fix the situation as it is obvious that your car washer mustve not handled my car properly while doing his job. Since my car stopped working on your property and with your employees, I believe it is your responsibility to reimburse me as I have to get a new battery now. " Based on the customer service I received from management, Ill never refer anyone to AutoNation. They dont care if you are happy as long as they are getting their money. Ps. In the three years of having this car, Ive had no problems. VW cars are great.

MA

Marguerite Sagas

On 7/28 I co-signed for a Tiguan for my daughter. Our salesperson (Elwyn) was great and I cant say enough good things about him!! The customer service from others at this dealership was...and continues to be...horrible! Two days after purchasing the vehicle, we realized the paperwork showed me as the owner on line 1 and showed my address. Some paperwork didnt even show my daughters name at all. I contacted the dealership to see about getting this corrected. I didnt want to receive the calls and correspondence that come with buying a new car and I certainly didnt want to receive the payment notifications. Since 7/30 I have been attempting to contact someone...ANYONE. I left three messages for the Finance Manager with no response. I then tried the General Manager. I left a message for him with no response. On 8/1 I finally received a call from "Devin", the Customer Service and Finance Director. After a heated first few minutes (I was told no one called me because they were really busy so I was less than pleasant) I explained my situation and what I was trying to accomplish. I told him that I knew it was my fault...I should have read the paperwork more carefully but after being at the dealership for 3 hours, I just wanted to go home. Devin said to give him 2 or 3 hours and he would check into it. I never heard from him again. I waited until 8/4 and called him to check on the status. Voice mail again!!! I left a message and here we are...2 days later...and no response. So my saga continues. It looks like I wont be referring anyone to this dealership any time soon! 8/6 - Update - I received a call from Linda stating "my" green slip was ready. Yes, she called me,not my daughter, just as I predicted. Fortunately, she was willing to listen to my story and assured me that she would take care of it. Just a few minutes later, Devin called and scheduled an appointment for 8/8 to sign the revised paperwork. Kudos to Elwyn for providing excellent customer service and to Linda for not dropping the ball. As to the others involved...the jury is still out.