Burlington Volkswagen - Service Center

I previously had posted a five star review on another site based upon my experience purchasing a new car in November 2021. David Pittman was still great and this review is no reflection of my experience site based upon my experience purchasing a new car in November 2021. David Pittman was still great and this review is no reflection of my experience with him as a salesman. That being said, my experience with the service department has been nothing but absolutely miserable. In less than a year of owning my 2022 Taos, a faulty wiring harness caused the emergency brake to slam on while driving. I found that out while driving home northbound on 95 at night. After nearly getting rear ended several times on a major highway, I got it home and to the dealership the next day. I was thankfully provided a loaner, and a few days later my car is back. Fine. Next with less than 17,000 miles, the rear brakes and rotors went. Even more incredulous, the service rep acted like this was completely normal. And hey, at the time, it WASN’T covered under warranty at the time (later on VW did extend the warranty and it was reimbursed, although that was a bit of a hassle) Further down the line, the fuel injectors went. I believe it was at this point their service department told VW’s customer service that I chipped the engine to bypass the governor. I had to jump through hoops to get that resolved. Apparently they had mixed me up with another customer. September 8th 2024 I bring my shop in due to a check engine light coming on. At this point I have less than 44,000 miles on the car. After paying for a rental on my own for two days (despite selecting to pay for a “rental fee” on their online form), I was provided a loaner. Next, I was first told by the service rep, Flo Nahrgang, that they were waiting on parts. This took about two weeks before I was told in writing that the parts arrived. Then I was told that their service tech working on the car was sick and they’d need more time. Some additional time passes. Then they just stopped answering me all together. I started reaching out to other people at the dealership and I received no response. It is now Monday, October 7th. After responding to emails to no avail and leaving voicemails for various staff members, I figured I’d give one last call to the service department just before 5pm. The receptionist transferred me to Jim Gallagher, the service manager. I explained I’ve been waiting on an update on my car for a few days and we were 30 days in from when the car was dropped off. He explained with a chuckle that Flo, the person I’ve been dealing with, has since gone on vacation in Scotland. He then told me that they were still waiting parts and promised an update tomorrow. So all in all, here I am a month later without my car. I’ve gotten conflicting stories from their service team members and this whole experience has convinced me to never buy a VW ever again. More

Service department is inept & unhelpful. Purchased a new ID4 from them (at MSRP). Had issues within 2 weeks after making it undriveable. Service Department refused to even look at the car for 2 weeks and ID4 from them (at MSRP). Had issues within 2 weeks after making it undriveable. Service Department refused to even look at the car for 2 weeks and wouldn’t provide a loaner for at least another 4. VW Corporate finally found me a different dealer to take the vehicle to who has treated me well and provided me with a service loaner. I will never buy another car from this dealer again & suggest you don’t either. More

Got my new Volkswagen Tiguan in Burlington VW I have a great experience with Steven Taylor he knew exactly what I want I left with my new car can’t be more happier. Thanks Steven great experience with Steven Taylor he knew exactly what I want I left with my new car can’t be more happier. Thanks Steven More

Awful customer care, shipped broken parts-no refund after email, chat, phone calls and pics-avoid them and their VW Vortex associates at all costs’! email, chat, phone calls and pics-avoid them and their VW Vortex associates at all costs’! More

Got an email confirmation of a price to perform an oil change it was $20 more when I had the service completed and they offer me an eight dollar coupon on my next service are you kidding me told them and change it was $20 more when I had the service completed and they offer me an eight dollar coupon on my next service are you kidding me told them and show them the email they didn’t seem to care they still charge what they want to very unprofessional More

Great service I was away for work, and my wife called and told me our vehicle was making a loud noise. We had AAA tow it to Burlington Volkswagen. Flo told my wif I was away for work, and my wife called and told me our vehicle was making a loud noise. We had AAA tow it to Burlington Volkswagen. Flo told my wife they couldn’t get to it until the next day. Flo called and told my wife they were going to also work on a recall item for my vehicle. When they checked the vehicle, Flo told my wife the catalytic converter was cracked, and they were sent photos to VW since it was related to the recall. Burlington VW was in constant contact with my wife every step of the way keeping us informed on what was going on. Flo called back and said VW was going to cover everything. VW Burlington went above and beyond to get my vehicle fixed and to get VW to pay for it since it was related to the recall. The whole team was awesome, Flo at the service counter, the service manager and technicians. I have had a hard time trusting a dealer, but VW was phenomenal. We could have not asked for better service. My faith in dealers was restored. Thanks for great service!!! More

Dont count on them to follow through once they have your mon 3 minutes ago I bought a used 2016 Audi A6 and was told it was serviced. When I left the lot the service light went on and I called and was told that 3 minutes ago I bought a used 2016 Audi A6 and was told it was serviced. When I left the lot the service light went on and I called and was told that services had been done and to go to an Audi dealer and they would shut off the service light. Went to an Audi dealer and they told me they need the service records with the miles so that they would be able to tell when the next servicing would be required. I called Melvin, the manager at least 8 times and was told the had it emailed to me and snailed mailed it as well. I never received anything. I was sent to voice mail numerous times and left messages again to no avail. I was forced to make the 40 minute drive to pick up the records. I am seating here waiting for it and now it seems they dont have it after all. I am very frustrated. I never write reviews but feel it necessary so that if your considering buying anything from this dealer (which I don't recommend) that you proceed with caution. More

Great customer service I'm always glad when I take my car for service and Flo is working. She is extremely helpful, courteous and cheerful . Flo is really great at explainin I'm always glad when I take my car for service and Flo is working. She is extremely helpful, courteous and cheerful . Flo is really great at explaining things and answering all my questions! I have been a customer at Burlington VW for about 20 years , and she is the best customer service rep that I have worked with there ! I also love the comfortable service area where customers wait - so clean, comfortable ! More

Overall Service Experience was wonderful My overall Service Experience was wonderful. Flo was very helpful in answering all my questions. Being new to owning a vehicle with a turbo, she made My overall Service Experience was wonderful. Flo was very helpful in answering all my questions. Being new to owning a vehicle with a turbo, she made sure I Knew to keep an eye on both oil and coolant levels and when I should return to the dealership to have my fluids checked and changed. My wait time was also much faster than Expected. My only negative comment was that there was not a full show room where I can "entertain" myself and checking out all of the new Volkswagens. I knew I wanted a GLI or GTI the 1st time I sat in a showroom. It was that experience that led me to fulfill my dream. Burlington Volkswagen you have earned me as a customer. More

Peace Love V-Dub So in love with my Beetle Convertible and pleased with VW that I'm highly considering purchasing another Bug in the years to come. Burlington VW servi So in love with my Beetle Convertible and pleased with VW that I'm highly considering purchasing another Bug in the years to come. Burlington VW service dept. is great, service reps are professional and personable, plus I love the vintage/classic rock vibe of the dealership, its unique! Had my Bug in a few times for warranty repairs and never was my concerns not addressed/fixed, and I'm pretty peticular about my car! Thanks! More