Volkswagen at Cool Springs

have been doing business with this dealership since 2012 & I'm now driving the 4th vehicle purchased from Cool Springs VW. In that time, I have seen a lot of employees come & go. I have had a few issues ove & I'm now driving the 4th vehicle purchased from Cool Springs VW. In that time, I have seen a lot of employees come & go. I have had a few issues over the years, but they always made things right. However, the group that is now running the service department is beyond unhelpful. Do better. More

Unprofessional service. Drove 43 miles to dealer. Scheduled service and loaner two weeks in advance as I work 12 hour shifts and do not have anyone to pick me up and can’t wait at the dealer for 4 to Scheduled service and loaner two weeks in advance as I work 12 hour shifts and do not have anyone to pick me up and can’t wait at the dealer for 4 to six hours. Get there “We’re sorry we don’t have a loaner for you, it got taken out of commission this morning “ Though they couldn’t call to tell me this before I drove 43 miles and had to be at work. Asked to speak to the manager said it would be 10 mins. Had to get up and ask again. Finally said he was sorry, give him 5 more mins. Said I had to leave in a few, he got busy doing something else, was not concerned what so ever when I walked out. Called back to speak with the main dealer manager. It’s been 3 hours and I’m still waiting. You have lost my business. Owner reply’s to my review. Said he would send me his information. Still waiting. More

8/2020 is when Volkswagen got my 2012 Passat TDI and I STILL HAVE YET TO GET IT BACK! The car is under warranty for the turbo charger. They continue to push the dates back still and do not have a confirme STILL HAVE YET TO GET IT BACK! The car is under warranty for the turbo charger. They continue to push the dates back still and do not have a confirmed time when I get the back. I’m only 23 years old and thought this was going to be a great car right out of college but I was wrong. Volkswagen is wrong for the service they have provided me and the damage they have done to me. More

They never answer their phone. Never, ever, never. I think when the dealership changed owners a few months ago the place has gone downhill. Wish I did not own a VW. think when the dealership changed owners a few months ago the place has gone downhill. Wish I did not own a VW. More

NEVER AGAIN. We brought our car in for an oil change, waited twice as long as we were told, then were asked to come back on a different day to get a tire replaced because they didn’t have any in the shop waited twice as long as we were told, then were asked to come back on a different day to get a tire replaced because they didn’t have any in the shop. We were supposed to hear back quickly, but instead it took nearly a month! And that was only because WE CALLED THEM! And here’s where it gets even worse... I called three times in one week just to be sure that if we took the drive to the dealership that everything would be ready to go. I was told that this process, once we arrived, would take 90 to 120 minutes. I thought this was actually quite high to replace ONE TIRE, but I had no choice. When we returned to have that tire swapped out on our car it took nearly 6 hours!! SIX HOURS... of waiting, stranded there with our child and nothing but awful customer service and undelivered promises. The person we dealt with was Eric, who knew we were coming yet was unprepared. Who over-promised and consistently under-delivered. Who told us just to go home and wait, even though my husband had to take time off work for this. Who had no empathy yet fake apologies. How? How is he working there and the service advisor, when the only service he knows about is bad service? How? Unless someone else is in charge, we will NEVER return, and you shouldn’t waste your time either. Hopefully this review can save someone else the frustration that we’ve dealt with over these 4 weeks. More

LIES - WORST service, experience, productI purchased a LIES - WORST service, experience, product I purchased a Passat February 2020 with a Solid Gold Warranty. August 2020 the turbo engine went out and I LIES - WORST service, experience, product I purchased a Passat February 2020 with a Solid Gold Warranty. August 2020 the turbo engine went out and I dropped the car off at Volkswagen, Cool Springs, TN. I spoke with Ashley, Service Advisor about the car and she wanted me to know that they had new ownership that day and no one was working and for me to call back. In another call, she stated the part was ordered August 8th and expect the car Aug. 10, 2020. I asked for a loaner and she said no. She said if they get a car back then she would call. This call wasn’t returned and I called again to ask once more for a loaner and same- no. Ashley was sarcastic, rude and dishonest; I asked to speak with the person over her and she told me no, he was in a meeting and I did not get a return call. The person I was supposed to speak with was Josh Corbitt. At this point, I’ve spent $1,000 of my own money in a car rental. I asked Ashley for a refund from VW, again, another no. I asked what should I do, her response was I don’t know, again, asked to speak with her boss and denied. I contacted VW Corporate and spoke to Mitch, he said they didn’t have to give me a rental and he would call me back to check on the status of the repair; he was supposed to call me 8/10/2020 and he never called. I called a VW dealer out of state who was kind to tell me the part I need is on the shelf at another dealer, but it would have to be released to Cool Springs. I couldn’t continue to pay for a rental car and I was denied a loaner from the dealer multiple times, corporate was no help so I had to get a 2nd car loan and buy another car since I couldn’t afford the rental. I am now paying for 2 cars and 2 insurances, add on another set of tags and license fees. I am out thousands at this point and again, the part is on a shelf at another dealer. 9/29/2020- Nick Cancellar, Area Manager returned my call at 4:59pm. He informed me of all the problems they had with Ashley and she was terminated for poor performance. KEY POINT - they knew of her poor performance and didn’t verify customer issues and my car is on their lot. I expect you to know something of my car, you knew she was a low performer, you knew how she treated customers poorly, you are expected to know what property is sitting on your lot and you failed to verify anything with paperwork in/on/around her desk/mailbox. YOU literally did nothing. Nick stated that the part order was cancelled and ROs was not given to him. He stated the part was escalated to RED Warranty. He stated my warranty does provide a rental car and that I need to get him the receipts for reimbursement. I got them the receipts and Josh told me NO on the reimbursement, I have to wait for the Passat to be repaired. That is not what Nick told me. Nick mentioned about buying the Passat from me, when I mentioned that to Josh he literally laughed at me and said no. So now I’m out many thousands of dollars in car payments, tags, license, rental fees and multiple insurances over a product that is available and no one is willing to help me by honoring a quality part that again is available at other locations. Josh now says the part should be in MAY 2021, you will have this car more than me. VW – you have had my car since August and the part is available and yet I am out thousands of dollars and my credit score dropped due to a 2nd loan. This entire experience with VW has been seriously disappointing, I have always been a fan of VW but this really makes you want to try another manufacturer. More

Lost My Business I purchased my car from this dealer a year ago. I went in this past week for my routine oil change and tire rotation, and to inquire about a "check en I purchased my car from this dealer a year ago. I went in this past week for my routine oil change and tire rotation, and to inquire about a "check engine" light that had just shown up. I made an appointment for early in the morning. I called after 3 hours of not hearing a word and my car had not even been brought into the bay. After calling 2 more times, I was finally told that my car was being looked at starting at 1 PM. I ended up waiting a total of 7 hours for my car. I drive away and not 5 miles down the road, my "low tire pressure" comes on. Can someone explain to me why I just spend $104 to have my tires rotated and my oil changed and the techs couldn't even be bothered to fill my tires? Do we think they even actually changed my oil? Needless to say, they've lost my trust and my business. More

Didn’t want to honor a recall from 2017, I had a recall on my car but was never notified until my car lost all power, took it this place and I ended up calling Volkswagen consumer affairs and I had a recall on my car but was never notified until my car lost all power, took it this place and I ended up calling Volkswagen consumer affairs and told them that hallmarks Volkswagen dealers in the service department wasn’t going to honor my recall, now mind you, I was never notified of this recall, when they finally did the recall the service lady Samantha come told me that they did the recall but then stated that I had bent values, no compression, possible drive train broken and then advised getting a new motor, if I had bent values then I would of heard it knocking or clicking which I didn’t or my passenger and the windows were down and sunroof opened, they must think that because I’m a woman that I’m dumb as xxxx! I will be contacting my lawyer about this matter and I’m going to sue! My advice, don’t deal with this dealership, lied about everything More

Dishonest As They Come Error in the service department lead to me having to pay out of pocket for something that would have been covered by service contract. They took advan Error in the service department lead to me having to pay out of pocket for something that would have been covered by service contract. They took advantage of a service member to steal from me. I do not make this accusation litely. Thru a series of text messages and emails I can show just how dishonest this dealership is. Just wanted to give a sarcastic thank you to Nick in service for nothing. Really classy. More

Simple oil change Just needed a simple oil Change so I could drive the car to Chicago and back and they couldn’t take it for 3 days said they don’t have enough employee Just needed a simple oil Change so I could drive the car to Chicago and back and they couldn’t take it for 3 days said they don’t have enough employees. I could do it myself in 30 min. I take my vehicles to the Dealership for a reason. Why bother if they don’t care. More