Casey Volkswagen Subaru - Service Center

I had an oil leak on my 2021 Volkswagen Tiguan that my local repair shop couldn’t fix and I was advised to take it to a dealership. I had the vehicle towed to Casey on July 24 and had a scheduled appointm local repair shop couldn’t fix and I was advised to take it to a dealership. I had the vehicle towed to Casey on July 24 and had a scheduled appointment for July 25 at 9 AM. After waiting all day on Friday, I called the service department to see if there was any update on my vehicle and to know what to expect how much the cost of repair would be. I was told that my service advisor would give me a call later on that evening to let me know if there were any updates and I never received a call. Saturday, July 26 I called in the morning to see if there were any updates since I hadn’t heard from my service advisor yet and he didn’t even know that my car was there. He told me that they consider it a no-show and because it wasn’t there at Friday at 9 AM and that he didn’t know where my car was (after being towed in the afternoon beforehand) nor do they do tow ins on Saturday (even though my vehicle was towed in on Thursday). After going back-and-forth all day on the phone with my service advisor trying to figure out where my vehicle was, my last step was to call and speak to a manager before calling the police to report a stolen vehicle. Within five minutes after I hung up the phone with the general manager Travis, he called and told me he had found my vehicle. About an hour after I spoke with Travis my service advisor called to tell me that the reason why they couldn’t find my vehicle was because it was moving back-and-forth between the Volkswagen lot and the Subaru lot next-door, which was not true. Fast-forward to Monday, July 29 and my car is finally been diagnosed and the service advisor calls me to give me my total of the repairs. I received a phone call on July 31 stating that my vehicle was repaired and I told them that I would pick it up on Friday, August 1. Friday, August 1 I went to go pick up my vehicle and the total was $200 more than what I was told it was going to be over the phone and nobody knew what the additional $200 charge was for they removed it, and I am appreciative of that. Upon speaking with the service manager, Jimmy and stating all of this and telling him that I was frustrated and that there needed to be better customer service all I got was “we can give you a free oil change when you visit again”. Bold of him to assume that I would ever step foot back in this establishment after the emotional distress that this place put me in a week ago. Let alone his condescending tone. There definitely needs to be more training and a better SOP. I do not recommend Casey Volkswagen for service. More

Casey Volkswagen is consistently a great place to have my car fixed. I recently brought my car in for routine maintenance, and they identified an issue with my head gasket and were able to get it resolved in car fixed. I recently brought my car in for routine maintenance, and they identified an issue with my head gasket and were able to get it resolved in two days, saving me a much larger and more expensive repair in the future. I especially want to highlight my service advisor, Damian. From the second I walked in he kept me as informed as possible about what was going on with my vehicle. Despite being very busy, he checked in with me frequently and took the time to answer any questions I had regarding the maintenance being performed. Finally, after learning that I was going on a road trip soon, he gave me thoughtful recommendations on services to help ensure my car was safe. Damian made what could have been a stressful and expensive visit incredibly smooth. I truly appreciate the care and attention to detail, and I’ll absolutely be coming back for future service. More

I bought my Jetta from Casey and have taken it in for inspections and service ever since. Mike is very knowledgeable. They do a throrough inspection. After they inspect the car they wash and clean it inspections and service ever since. Mike is very knowledgeable. They do a throrough inspection. After they inspect the car they wash and clean it at no extra charge. Most of the time my car does not need any thing done on it. More

I had an absolutely horrific experience with the service department at Casey Volkswagen. My car was dropped off on Thursday,October 31st for a minor repair and was told they would work it in. I rented a car department at Casey Volkswagen. My car was dropped off on Thursday,October 31st for a minor repair and was told they would work it in. I rented a car in the meantime to have transportation. I contacted the dealership Monday and was told my car would be done by 11. At 11, I received a call saying it would be done by the end of the day. When I arrived at the end of the day, I was told my car wouldn’t be done until the next day. This went on until 11/08. During these days, they called and told me they didn’t know what was wrong with my car and told me they would be sending my car to the Jeep dealership. I stopped by the dealership to get an item out of my car before it would be sent to Jeep and my service advisor, Tish, told me my car had already left. I contacted the Jeep dealership and they reported they never received my car. Then, Tish told me they decided to keep my car and run some tests on the car. Finally, on 11/08, they told me my car was done. When I started my car, it was misfiring badly, every engine light was on and it would not go above 15 mph. I met with the GM the following morning and my car was sent to Jeep that following Monday. The GM was wonderful and put me in a loaner since I had spent over $1000 in rental car fees. Once my car was at Jeep, it was found that the Casey service department cut 5 wires in the wiring harness. When Casey was asked for some reimbursement for rental car fees, I was told no because it wasn’t there fault that my car needed service. I would not recommend them! If I could give zero stars, I most definitely would. More

I had a bad experience with the service department. Schedule an oil change The Manager argue with me about it, even though I showed him on the app that I had the appointment. Waited two hours for my ca Schedule an oil change The Manager argue with me about it, even though I showed him on the app that I had the appointment. Waited two hours for my car. Wanted to charge me $100 for a Tire rotation, which I already had done myself. All I need was the TPMS reset. Still wanted to charge me $100 for a full tire rotation which I completed my self. I just needed the TPMS sensor updated. Be advised I bought this car from the dealership They do not go out away for customer service or customer satisfaction. It takes 5 min to relearn the sensor. I know because another Subaru dealer did it for free. Took 10 min. They lost a customer for life. I have free inspection and oil changes at this dealership. I will not be going back to them. I will also recommend going to another dealership to purchase a car. The service manager did call Unfortunately, I missed the call. I called her back and they never called me back after that. I tried calling again no answer. More

Personal service very good especially Sheree Celestino takes care of her customers extremely well. I come from Norfolk because of the personel takes care of her customers extremely well. I come from Norfolk because of the personel More

I had my oil changed and wanted my 2014 Subaru looked over since I was going on a trip. Lee Mitchell was courteous and informative. My extra car key had been broken for years and he was able to have it f over since I was going on a trip. Lee Mitchell was courteous and informative. My extra car key had been broken for years and he was able to have it fixed and showed me how to use my automatic starter by using my car key. No one has gone this far. Thank you! More

Great guy! Everytime i go get my car serviced karl takes care of everything with my car. I like dealing with easy going people like him. care of everything with my car. I like dealing with easy going people like him. More

I bought a new VW here over a year 1/2 ago. They lost the second key before I owned it and were in the process of ordering a new one for me. Four keys have since been ordered that were unusable because they second key before I owned it and were in the process of ordering a new one for me. Four keys have since been ordered that were unusable because they were cut wrong, and there have been several times in-between they said they ordered a new key but never called back about it. When I called to follow up they had not been ordered. I finally talked to several managers which took several days to even get a call back and explained the predicament and they assured me they had sent a claim about the key issue and that the next one should be fine. Fast forward to now and this last key still had the same problem. I talked to another manager and he didn't have any answers to why they kept getting unusable keys or any guarantee that the next one would work. It's been over a year and a half and I still only have one key. They don't seem to keep any record of the larger problem going on so I have to explain this to each person I talk to and still haven't gotten a resolution. Their best advice was to just call the VW hotline, which at this point seemed like they were just passing the problem on to someone else. They also assured me they would have another manager call me back about the key issue, and of course I have not been called back yet. This is unreasonable at this point and I've never had worse customer service anywhere. They are rude, unorganized, condescending, have extremely bad communication, gave me no resolution to the problem or follow through, and they are hard to get in touch with. At this point, I'm going to be forced to go somewhere else and pay out of pocket for a very expensive key they were obligated to give me. This is not a complaint about a one time issue, but continued bad service over a year 1/2 that has been beyond frustrating. I love my car but I really regret buying from this dealership. More