Ed Murphy

Reason for Visit: Service

I recommend this dealer: No

My Review of Ed Murphy:
Comment I sent Ed Murphy and VW - bad attitude and worse service - stay away from this dealer.

I recently had my vehicle, a V8 Touareg with air suspension, a $50 000 vehicle, serviced at your dealership. You have been servicing my car since I moved to Chicago from Washington DC in January 2007. At the first service your technicians broke a piece of the engine cover, attempted to replace the broken part and did not report it to the service manager, Jeff. Jeff dealt with the matter very well and ordered a replacement part. I also reported flaking clear coat on the front fender and Jeff undertook to address the matter with VW. At the next service, as I had not heard from Jeff about the clearcoat, I again reported it and he again said he would deal with it. I recently took my vehicle in for a minor service, again requested Jeff to address the clearcoat issue as well as a faulty flat tire alarm, and new windshield wipers. On collecting the vehicle, Jeff told me the alarm was a result of low tire pressure, which I disputed. Nevertheless, I accepted the car and after driving for 10 minutes the alarm went off again. The ride was also extremely hard. I discussed this with Jeff - he was very helpful and requested me to bring the car back again. I checked the tire pressures and found them all to have been over-inflated. On returning the car, the error could not be found and Jeff advised me to check which tire was responsible when the warning next sounded by checking the tire pressures on the display panel. I advised him this option was only accessible when the vehicle was stationary. He told me I was wrong and could access this while moving. I did not argue - and checked again. The tire pressure checking options are not available whilst driving - you must be stationary, and this is explained in the manual. I was annoyed he did not attempt to solve the problem beyond a basic computer check and passed the problem back to me. Today, in the rain, apart from noticing the wipers do not wipe clearly on one side, I noticed when checking the new blades that both plastic covers on the wiper arms were broken in the same place, clearly by a careless technician who installed the blades. I called Jeff to report the problems. Jeff was argumentative, did not accept I was honestly reporting the problem and when I mentioned I was not satisfied with the standard of service and had also been waiting for a year to have the clearcoat issue to be resolved, he became argumentative and rude. It appeared he was not willing or able to accept responsibility for poor service, despite this being the second time my vehicle has been damaged during a service at your dealership. He did say he would look at the problems if I brought the vehicle again. However, after listenng to his quite annoying and unprofessional rantings, I told him that the issues were too minor to have to put up with the annoyance and frustration of dealing with him and your dealership again. I have no confidence of your willingness or ability to solve and rectify the problems and Jeff as much as said so. He then put the phone down on me. You clearly have a problem with service quality, customer service and management of your service department. If vehicles were properly checked before delivery to customers you would prevent many of these problems, and dealing strongly with mechanics who do not report breaking parts while servicing a vehicle seems a logical response to shoddy workmanship. It is a pity your service standards do not live up to the standards of a superb vehicle. I will look elsewhere for service and will notify VW of your poor standards - they should look elsewhere too.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Ed Murphy:
I have been to this pathetic dealership 3 times (and never again), and have experienced horrible service every single time! I was so frustrated this time that I was forced to google them and found this site. I'm not surprised that the other 2 people that have posted here experienced the same.
The staff is extremely rude. I brought my wife's car in for a service and and went to the lounge to wait for the work to be done (the service guys were better than the rest of the staff). The receptionist was a complete b*tch and treated everyone in a rude manner - her desk is right by the lounge so you can see her in action and hear all her conversations.
Since the repairs were taking extra long, I decided to walk around to the show room and check out the new models since we were looking at new cars anyway (We had decided not to buy another VW because of the problems we'd had with this one, and the service we were getting, but I thought what the heck - may be their newer models are better). I spent about 15 minutes walking around and looking at different models and not one sales person walked out of the office to see if I needed any help. They could all see me, and in fact I made eye contact with at least 2 of them. This is somewhat understandable - they knew that I was waiting to get my car serviced so may be they thought I was just trying to kill some time - perfectly fine. HOWEVER, after I spent another 10 minutes or so looking at these cars, I actually went to a salesperson's office and asked him if I could test drive a car. I could not believe his response - he actually said in a very rude manner, "I will be available soon to see what you want" and continued doing whatever he was doing. So I calmly left his office and walked back to the lounge and continued waiting for my car to be done. About 15 minutes go by, and he has still not bothered to come and talk to me. In the mean time, the mechanic comes in to tell me that my car is ready and that the receptionist will call my name in a few minutes. Just then the sales guy comes and yells from 20 feet away, "Are you ready?". And I responded with, "Well, my car is ready and I have to go." So instead of apologizing for the wait and offering me his business card, he says, again in a very rude manner, "It's up to you!" and walks away!
For a few minutes I started to ask myself what I could have possibly done to upset these people, but then I remembered that this was the same kind of service I received during my previous visits. I really can not believe these people, and how they are still in business. With the car business so competitive how can you survive with this attitude.
Anyhow, I don't usually do this but I had to post this message to let everyone know the repeat horrible experiences I, and apparently several other people, have had at this dealership.
Please look up another VW dealership in the area, and if it's a little further out make the drive - you'll be happy you did. I don't think there can be many other dealerships worse that this one in all of America.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Ed Murphy:
I went to Ed Murphy to get my car maintenced and get the brake chip replaced per the recall. It took them 5 hours to get that work done. When I asked for an explanation into the fourth hour, they told me that just because I brought it in early and made an appointment, doesn't meant that I will get my car before 5 pm, which is when the service department closes. When they called me to tell me my car was ready, they also informed me that my transmission pan was severely damaged and was leaking quite a bit - it would need to be taken care of right away. What bothered me was that my car had not shown any signs of leaking in my garage and had been driving as smoothly as it had when I got it. When I got there, I asked what exactly was wrong with it, and the response I received was "It's on the paper part of the receipt." On my way home, I looked at the receipt and at the top with the description about the maintence it said "visual check - no cause of concern on maintence at this time." You'd think they'd say something about the transmission pan there instead of at the bottom of the sheet. I took it to Anderson the next day, because I was really done with Ed Murphy after the service I received, and had the opportunity to look at the car on the rack with the mechanic. The transmission pan was scratched and had a dent with a little rusting, but there was no signs of any leakage. And since the car was driving normally, the mechanic said that there was no real reason for repair. The only good that came out of this was a free car wash and second opinion... at Anderson in Crystal Lake. I highly reccommend them as they treated me well and have done excellent work with 2 other cars in my family - a Mazada 626 and a BMW X-5.

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