Village Volkswagen of Chattanooga - Service Center

I have had my car serviced by Village Volkswagen in Chattanooga on many occasions. Overall my experience there has been exceptional. Until now and a previous occassion with this same service advisor Chattanooga on many occasions. Overall my experience there has been exceptional. Until now and a previous occassion with this same service advisor. My 2024 Atlas was experiencing an issue that require my car to be kept most of the day according to the service advisor (Dakota) in order to diagnose the problem. I dropped my car off the next morning. He took my keys and ask had I gotten a loaner car. I said no, you told me you would not know if the car would be finished today or have to remain until it was diagnose during the appointment. Dakota then informed me that the appointment only gets your car checked in, not that it would be looked at that day. I have had other appointments here and the car previously had been seen when scheduled. I wanted to speak to the Service Manager (Brandon) but he had not made it in. I left the vehicle and called back to speak with the Service Manager because I was disappointed in what I was told and couldn't believe this was happening. Brittany answered the phone, I asked to speak with Brandon and she wanted to know what I wanted to talk to him about so she could tell him prior to him talking to me. She then replied is this Mrs.W., and I said yes. Several minutes went by. After he was brief on the reason I was calling he answered. I recapped my conversation with Dakota. He now, asked had I reached out to get a loaner? I again replied why would I do that if I don't know if the car is going to be completed today or not. I then said, when I request a loaner they to want to know approximately how long do I think I will need the loaner. I heard other voices in the background. I could tell this was not going to go well. And suddenly he said you can tell them you will need it until next week. Without looking at my car this determination was made. It felt like retaliation had reared up. I complained and the powers at be were going to make me wait, even if the issue was simple and could have been completed today. I voiced my opinion and dissatisfaction in how an appointment became, not really an appointment. So the vehicle would now sit at the dealership for days as a power move. This could have been avoided had the service advisor taken a moment to explain what would go on when I made the appointment. You may think, just get a loaner. Well I drive a full size SUV, and have to take a child to college this weekend and need every bit of trunk capacity that my vehicle has with the back seats down. So a loaner, which in the past have been compact vehicles would not be feasible. I said I was coming to get my vehicle and I may have to take it to Atlanta to have it done. I and my husband went to the dealership to pick the car up. He went to the Service department and I went to the front desk and ask for the owner's number because I was beyond disappointed in the interactions. I knew the Bowers family owned the dealership. A gentleman that introduced himself as the GM (Shannon) said I could talk to him. I was reluctant at first because when people work closely together sometimes they become friends and they will not take corrective action when issues arise with customers and employees. After speaking with the GM for several moments he told me that he was in the room and heard the conversation. He explained the process and what slows down the process. I felt at ease and understood. At first he didn't understand the issue with leaving the car and getting a loaner. And then when I told him about getting a kid to school he understood, why I need the vehicle back. My husband walked up and stated that Dakota said we could not bring our vehicle back here for service. Shannon said, we could. What made Dakota think he could make that decision. PRIVILEGE, ENTITLEMENT, all because he was mad I complained. What reaction did he think those words were going to get. The only reaction; UNPROFESSIONAL, More

Great communication from the service department. This makes for easy decision making and prompt service. This makes for easy decision making and prompt service. More

I guess customers like coming to Volkswagen dealership and wait in the area people get too comfortable that they fall asleep and snore like a bear I was surprised about it . Lol and wait in the area people get too comfortable that they fall asleep and snore like a bear I was surprised about it . Lol More

I've had my vehicle serviced at this location multiple times, the staff is always friendly and knowledgeable and they work very quickly. Not to mention they have fair prices, they have earned my business times, the staff is always friendly and knowledgeable and they work very quickly. Not to mention they have fair prices, they have earned my business and I highly suggest giving them a chance. More

I was blown away by the stellar customer service. Everyone I encountered went above and beyond to help out my stranded family from diagnosing the car at 5pm on a Friday to getting us to a nearby hote Everyone I encountered went above and beyond to help out my stranded family from diagnosing the car at 5pm on a Friday to getting us to a nearby hotel. Thank you. We look forward to doing business with you again, soon. More

Great service! The last two visits were handled with professionalism and curtesy. Will recommend to all my friends. The last two visits were handled with professionalism and curtesy. Will recommend to all my friends. More

Typical crooked and aggressive, give a good company a bad name. They are the type of people that you can bring in a foggy headlamp asking for it to be replaced and then they will charge you $1710 for replaci name. They are the type of people that you can bring in a foggy headlamp asking for it to be replaced and then they will charge you $1710 for replacing the whole casing. Then when questioning the bill you will find them rude and unhelpful. They will actively look to find ways to overcharge and then act as though this is normal. Charolene Smith was the representative that presented $1710 as "seventeen ten" knowing full well that we asked them to replace a foggy headlamp and so the price of $17.10 makes a lot more sense. Even when I said that was "so cheap we might as well go ahead", she offered no clarification even though I said no to other services that were less expensive. Then when asked about it she acted as though there was nothing that could be done about it. We will be advising anyone that will listen to avoid this Volkswagen service department at all costs. Again, they will actively seek ways to take advantage of any situation and then will be rude and indignant when they are called out for it. While not as much of an issue I was also treated poorly by Matt Wren who was needlessly aggressive and chimed in multiple times during a conversation with another employee a different department. He behavior was not in anyway indicative of good customer service and arguably a good representation of someone that should not be interacting with the public. With these experiences they have made it clear that they are not looking out for your best interest and will do whatever they can to ensure they get as much money from you as possible. The parts department was well staffed and reasonable people. No scams on that side of the wall, but with the Service Department run the way it is I'd rather get my parts from a junk yard. More

Wonderful experience at Village VW; been using them for years and they are consistently top-notch. Brandon Nichols at Village VW service dept. was very courteous and helpful, and had me in and out in unde years and they are consistently top-notch. Brandon Nichols at Village VW service dept. was very courteous and helpful, and had me in and out in under an hour this morning for 10,000 mile service. Very pleased with every interaction I've had at Village VW. I highly recommend Village VW! More

Nov 30, 2021Mr. Ryan ParkerThank you for your help. I Nov 30, 2021 Mr. Ryan Parker Thank you for your help. I wanted to provide you with some feedback to management for the excellent service I received Nov 30, 2021 Mr. Ryan Parker Thank you for your help. I wanted to provide you with some feedback to management for the excellent service I received during driving through Chattanooga TN to Fort Sam Houston TX. Driving from PA to TX, my Daughter and I decided to stop at grandmoms house and eat dinner. But any parent knows there are never enough outlets (to keep the phones charge) in any car. Before went got to her house we decided to stop at the closest VW dealership to she if they would have time to fix/ replace the fuse. Not, only did Mr. Ryan welcome us with open arms he also pointed us to waiting room where there was an arcade game there with all of the games from the 1980’s. My daughter really enjoyed the old games and yes I beat her in all. When Mr. Ryan came to let us know our car was ready he had it washed from all of the salt and snow from our drive from PA. Mr. Ryan went above and beyond from what most dealerships would do and the effort put forth to satisfy the customer was beyond reproach. . This is by far the best service I have received from any dealership in the 22 years of military service I have served. That says a lot considering we own 4 VW’s. Respectfully; Command Sergeant Major (RET) More