My Review Of Rosenthal Fairfax Volkswagen:
These folks have some communication issues within the dealership, especially between service and sales. Now, with elevation to Management, the issues get resolved and made right. However, there is alot of undue stress on the customer to get basic services resolved. In my case, my car was delivered to me without a Safety Inspection and with a scratch near the rear licence plate. Since the salesman installed the licence plate, but didn't bring it to my attention, I had a scratched and un-inspected new car in my driveway. I admit that I should have made a more thorough inspection of my new car before I left the lot, but there was an implied trust I was receiving a pristine car. So I had to make a trip to the dealership to have the car inspected, and was assured by John Hume that the scratch would be repaired during my 30 day check, and he scheduled that with me on the phone. When I arrived for the 30 day check, my appointment made by John wasn't on the books, nor was any note of the scatch noted in my file. So, a second wasted trip for a new car in less than 30 days. After the third visit with no resolution to the scratch issue and no return phone calls from Nisant, I wrote this review. Then the managment stepped into action. John Hume and Jim Burns did an wonderful job fixing every issue and made multiple phone calls to ensure I was happy with the resolution. But you have to wonder, am I going to have to elevate any problems every time? Is this miscommunication between divisions of the dealership or is this treatment of customers the norm? Jim and John are truly exceptional managers and I felt as though they were going to bend over backwards to ensure I was a happy customer; however, below this management, I can't vouch for their customer service.
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Rosenthal Fairfax VolkswagenAdded:
8/19/2013 3:34:43 PM
We are very sorry for your negative experience with our Sales Manager. Our General Manager would like to handle this situation personally. If you would, please email CareTeam@fairfaxvw.com he will be in touch with you shortly. Thank you.