Bill Jacobs Volkswagen - Service Center

BEWARE SCAMMERS ! !! Service department is a total joke! I also own other cars from different brand and I've been in few other dealerships in Naperville area, and I can !! Service department is a total joke! I also own other cars from different brand and I've been in few other dealerships in Naperville area, and I can tell you, I've never seen such shady practices. My new VW had an issue with one of the Rear Dome Light switches. The switch got stuck and I couldn't turn one of the lights off. I brought it to the dealership and explained them that the switch is bad and need to be replaced. They took the car and few minutes later got a message from them on my phone saying that the car warranty will most likely cover the repair, unless outside influence caused the concern. Then few minutes late I got a call from them telling me that I have to pay $208 because they don't want to submit it as a warranty claim -WHAT??? After that I was told that they replace the switch but my dash camera was causing it to fail because of wrong wiring inside the doom light assembly - WHAT ??? again. That's the most lame excuse/nonsense that I've ever heard. What they didn't know is that I'm an Electrical Engineer who knows much more about electricity and electrical circuits than apparently they do (shame for them). Also I wired my dash camera right after I bought the car and everything was operation as it suppose to for months. The switch got stuck few days ago. Also the camera is powered from separate fuse/electrical circuit that has nothing to do with interior lightning. So all that they said is a total LIE and they wanted to make more money from me instead of going thru the right procedure and file warranty claim. Well that lame lie will cost them my future business and I hope other readers avoid them too. From what I can see in internet, most of the negative reviews are about their service department and the shady practices they are engaging in just to make few extra $. Total SHAME !!! If I was the the dealership owner and if I cared about the future success of my business, I will definitely perform in-depth investigation base on customers' complains and will show the service manager the door if necessary. More

Over the past decade I’m pleased to say that I have never had major service issues at BJ VW, but purchasing and servicing a CPO vehicle from this establishment over the last year has been a costly experience had major service issues at BJ VW, but purchasing and servicing a CPO vehicle from this establishment over the last year has been a costly experience. Firstly, I learned you can’t trust a CPO vehicle to be in a good operating condition as they claim. In my case I purchased a CPO VW with ~12K miles on it and everything was great until I went in for service at ~15K miles. That’s when I was advised my rear brakes were bad and nearly worn. Totally shocking to hear this on such low miles. I questioned why this wasn’t addressed when the car was certified before the sale. No answer to that, naturally! I ended up paying for the brake job after the service mgr approved a compensation to waive the labour and charge me for only the parts. I was pleased that they worked with me on that, but it should have been no cost to me IMO. Plus, VW only warranties wear and tear items, like brakes, for a year from the in service date; conveniently not covered under CPO. No help was provided by VW corporate either. Fast forward to now where I have ~23K miles on the car, went in for service, and was advised rear brakes are completely worn!!! How is it possible for brakes to wear out in 8K miles! Is there a problem with the braking system, poor quality parts, or did BJ VW even replace the brakes the first time in??? At this point in time neither BJ VW or VW USA is supporting a review of the mechanics of the car, nor willing to cover the costs of the brake job. Both organizations have failed to provide customer service in my eyes and I’m extremely disappointed and frustrated with their lack of empathy for customers. As a consumer you trust that a CPO vehicle would be in a condition where you don’t have to worry about such things, a warranty that is inclusive of all the potential problems that arise or at the least are addressed before the vehicle is sold. Organizations need to own fault of their failures, and ensure their customers are safe in their vehicles. More

Very disappointing experience with Bill Jacobs VW's Service Team. I brought our 2022 Tiguan in with minor mirror damage on 6/24. Despite looking like it may be a relatively inexpensive fix (pictured), Service Team. I brought our 2022 Tiguan in with minor mirror damage on 6/24. Despite looking like it may be a relatively inexpensive fix (pictured), the service team determined the mirror needed to be replaced for $1,300. Not what I wanted to hear, but I understand parts can be expensive. I paid $814 for the parts to be ordered and was told I could drop my car off for the fix two days later. No one contacted me that week. I followed up on 7/7 and was told they were trying to get an updated ETA. More time goes by - I follow up, pretty frustrated at this point, on 8/4 and am finally told I can stop by the following week for the fix. At the dealership that day, I again pointed out that the mirror damage appeared minor and I didn't think the mirror cap needed to be replaced. The service manager agreed and offered to credit me $170 for those parts. Later that day, the car is fixed, and I go to pay. That service manager is gone for the day, and the cashiers have no notes to give me that discount. 30 minutes later, I end up paying the full amount, with them promising they would have service follow up on Monday. It's been another two weeks with no communication. 2 months, $1,308 and 2 followup voicemails later, I've given up. I ultimately ended up paying even more than I was quoted for parts that weren't even used. More

I’ve been a loyal customer of this dealership for over ten years. Recently brought my car in for transmission repairs. Only after the customer service rep told me I still had the car under warranty. I hap ten years. Recently brought my car in for transmission repairs. Only after the customer service rep told me I still had the car under warranty. I happily drove off with the Atlas courtesy vehicle expecting an update from the service center on when I could retrieve my car and how much it would cost. Two days go by and I receive a call from a different service provider saying that the car needed extensive work and they will order the parts, hoping to have the car ready by the weekend. At this time they tell me that VW considers the problem gears shift as wear and tear and the cost of the repairs are not covered. But did not say anything about the courtesy vehicle. Later in a heated discussion about how I’ve missed several hours of work in order to take my daughter 20 miles each way to school, the fact that there have been several days where there was no communication and they gave me the Atlas as a courtesy and when they were not obligated to do so because I wasn’t under warranty with them. It costs 60 dollars to fill up this tank, plus the hours of work I’ve missed (time IS money!) and they can’t come to offer me a deep discount for the major inconvenience this has caused me? Never again Bill Jacobs VW. The quality in your service has disappeared as of late. I will never return More

We have been coming to Bill Jacobs since June 2019. We purchased a 2019 Atlas. At the start they were only okay. The person were emailing with about the car and scheduled the appointment with was not t We purchased a 2019 Atlas. At the start they were only okay. The person were emailing with about the car and scheduled the appointment with was not there when we arrived. We purchased a maintenance plan with our car, we were told this was transferable- which is not true. Then in August of 2020 I brought the car in for service, the service advisor did not me around the rental instead gave me the keys and walked me out. When I got back there was a small door ding on the side of the car. They charged us $500 dollars for this. The worst part was the advisor, Wes, called me husband and asked if I was sure I didn’t hit anything because sometimes women hit things and not realize it. I called BJVW about 3 times trying to speak with a manager if some sort - no one ever called me back. I then finally spoke with a receptionist who promised they would pass my message on but still no call back. We ended up blocking this charge in our credit card because they were unwilling to speak with me. During this time we were in the market for a second car- it was noted on our file and Wes made comment of it when we dropped off the car for service. They lost a car purchase due their lack of care for their customers We decided to try another car dealership after this horrible experience and this is how we found out our service plan was not transferable. Once again we called the finance person that sold us this plan to get some clarification and no call back. Since we were now handcuffed to their service department we asked for another service advisor which is when we met Irv, who we think was the only nice and honest person that worked at Bill Jacobs. Irv has since left and we were assign Taylor. The first time we had her everything went time. She is not over friendly, just to the point. The most recent time however, she is just like anyone else that works there. They do not stand by their word, no communication and last customer service. I dropped the car off at 9am she told me it would be done by 6pm. I said okay great- I left my daughters stuffed animal in the car. Meanwhile she is trying to sell me on a 50k and 60k maintenance. Which our owners manual does not suggest. She wanted to replace our spark plugs at 57000 miles- what time of dealership does this knowing they are not due for at least 25k miles! 6pm that evening comes around no call or text update about our vehicle. I call and the service department is closed, the receptionist sends me to the cashier who is gone. Then call back and they send me to some customer care voicemail- so I leave a message and no response. My husband picks up the car the next day- Taylor doesn’t even acknowledge him or speak to him to apologize for the delay. She sends a text later to see if we needed anything else and he brought up the car being late with no update and once again NO RESPONSE. This car dealership and service department is full of people who do not like their jobs and do not care about the customer. Clearly the management is exactly the same. Each experience worse and worse. No one calls anyone back. I’m to the point that I will share my story on every social media platform, website that u can to warn people about the horrible people that work here. More

I took my 2008 Passat here to get my headlights fixed. They first tried to upcharge me by $145 despite signing a contract stating if the cost would be extra to the agreed $200, to not do any work on it as They first tried to upcharge me by $145 despite signing a contract stating if the cost would be extra to the agreed $200, to not do any work on it as I could not afford it. I worked with “Bob”, and he was very unwilling to fix the price until I had my father call and speak to him. When I got my car home, there were scratches on every panel of it, including the roof. I was informed to bring the car in for them to see by Bob. Bob and a mechanic gaslighted me, tried to make me feel as though I didn’t know what I was talking about, how this couldn’t be from them and I was playing them for money, etc. two grown men corned me by my car as I was in tears trying to defend myself. Bob was even “dancing” I suppose you’d call it and smiling and the mechanic berated me about the damage. I was completely overwhelmed and overpowered by two men, being a young woman who was new to the area and didn’t have anyone to come defend me and my side of this. I reported them to the BBB, and the manager began making false claims how they offered to show me video footage, buff out scratches, show me their car wash (which was suspected of the damage by the auto shop I later took my car to), and said that my car was 14 years old “and showing its age”. NEVER take your car here. And never let your daughter, mother, sister, or girl friends go here. These misogynistic men do not care about women and will play them for all they’ve got. The damages estimated to be around $3,000, and I won’t stop going after them until I get repaid for their damages and the suffering they’ve caused me. More

Good service real patient with customer i really appreciate the service that he gave. Also the finance department shout out to Gerardo Martinez also the. Finance department thank you all for your se appreciate the service that he gave. Also the finance department shout out to Gerardo Martinez also the. Finance department thank you all for your service More