My Review Of Nemer Volkswagen:
I purchased my new 2011 VW Golf TDI in July 2011. I drive a lot, so I've been in for three service visits, a recall, and a complimentary detail service.
My service visits were bumpy to say the least and my recall was fine - once it was actually done.
My first service I dropped the car off and when I returned, I went to the cashier's desk where a sales person was using the phone. I stood there unattended for about 15 minutes while he tried to close a sale. After he hung up he asked if I was being helped. To that I replied "no" and that I was picking up my car. He then retrieved someone to assist me and she didn't appear to have any idea what was going on. Apparently I was supposed to go to the service desk and have them walk me to the cashier - a process that no one explained to me. A "welcome walk through" would have been nice so I'd know what to expect upon servicing my vehicle.
When attempting to schedule my recall appointment (online) I made the appointment at least two separate times only to receive a call the day before advising that the part wasn't in and to try next week....which I did. Eventually I told them I'm not going to keep scheduling the appointment until you have my part. You call me when its in. That call never came and I had to follow-up again. I finally made the appointment and took the car in. When I arrived I was told it would take about 45 minutes, so I waited. Pleasantly, the service took less time and I was on my way.
My 20k service was terrible from a service advisor status. I made my appointment for Saturday morning. I dropped my car off about half an hour early. I was told it would be a couple of hours. So two hours after my scheduled appointment I called to check in. I was told it was in the technician's bay and would be another 30-45 minutes. So I killed a little more time then had my husband drop me off at the dealership. When I arrived, I made sure I told the service advisor that I was there and would be in the waiting area. Another 45 minutes passed before my car was ready. It was at the dealership 3 1/2 hours on a beautiful Saturday - while I was killing time since I don't live close to Nemer. I was incredibly irritated because the service advisor did a poor job of setting expectations. Had I known it would be 4 hours from the time I left my car, I would have gone home and not wasted my day waiting around. to top it off, I had washed my car before taking it in for service and when I got home I noticed grease marks on my car - along both sides of the hood. That was unacceptable.
After that service I waited for a survey to come to my email. It never came. So I drafted an email to Anna Halpin, the General Manager outlining in detail the events of my 20k service. Anna responded almost immediately and set up a time to discuss the issues in detail. She assured me that she appreciated my feedback and would take steps to correct the issues. She also offered to detail my car to remove the grease.
She made the appointment to detail my car and told me to see Ryan Burkhard when I came in. Upon my arrival, Ryan was ready for me, extremely efficient and had me on my way quickly. He called to let me know when my car was finished. When I returned, we exchanged some small talk and he was very personable. Evan Smith brough my car out for me and it looked fantastic. Anna, Ryan, and Evan went the extra mile to make sure I was happy and wanted me to know I could contact them at any time. Ryan let me know that he would be my dedicated service advisor going forward and he wanted to ensure I was pleased with Nemer's service.
Anna followed-up after the detail service to ensure I was satisfied. I let her know that Ryan and Evan were excellent and that I was happy. She gave me her cell phone number and said if I ever had another issued to let her know. She hoped that the changes she had implemented would improve service and was counting on me to let her know either way.
I appreciate that they cared enough about their customer to look at the gaps and implement improvements. I assured Anna that I would return for my next service and provide her feedback.
Prior to discussing my concerns with Anna I was ready to find another dealer to service my vehicle. At this time, I'm going to stick with Nemer and hope that things will be smooth from here on out.
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