Capistrano Volkswagen

Chuck and Buddy were helpful. No one is on the same page though. We received so many different numbers from sales and finance. Nick was outrageously rude. He changed his tune when No one is on the same page though. We received so many different numbers from sales and finance. Nick was outrageously rude. He changed his tune when we told him how disrespectful he was being, but the fact that we had to tell him how rude he was being is ridiculous. At the end of the day, we are very unhappy with how our transaction went. More

One star for the free Car Wash. I dropped.my car Friday night for my Saturday appointment. Saturday morning I received a video through text from my mechanic stating several repairs I dropped.my car Friday night for my Saturday appointment. Saturday morning I received a video through text from my mechanic stating several repairs needed to be made and that my service advisor would call me shortly with an estimate or I could reply by text. I replied promptly saying I was interested in having the needed repairs done however I needed an estimate, and a timeline as I was expecting my car back by the end of the day. 2 hours passed and I had not received a phone call or a return text with the requested information. I texted again asking for a status. I was sent the previous video along with a list of repairs, including costs. Still no idea if these repairs can be completed by EOD. I called service department, and was on hold for 8 minutes, no operator to direct my call. Called back, on hold for 6 minutes, still no operator to direct my call. I replied by text again, asking the advisor to provide a ride back to the dealership so I could pick up my car. At this point almost 2 PM and I determined it was unlikely repairs could not be completed that day. I received no response back from the advisor. I called once more and was on hold for 11 minutes before an operator answered to direct my call. When I commented on the long hold time, she was not apologetic, but said there were only two people working service that day. I can certainly understand being understaffed and over schedule. But I don’t know if that explains having to call 3 times before getting an answer after a total of 25 minutes hold time, or how that explains zero response from my advisor after several hours and attempts to contact him. I was sent directly to voicemail. I left a message asking to have a.Lyft scheduled so I could pick up my car. After 20 minutes my voicemail was not returned, and I had not received a notification that a.Lyft had been scheduled. I scheduled my own so I could have my car back. When I arrived at the dealership, my advisor was sitting behind the counter with his hands behind his neck, staring off into space. There were no phones ringing. There were no other customers in the service department. There was no evidence of the operators suggestion that they had been struggling to keep up with customers. When the advisor pulled up my record to get my charges, he asked in an utterly surprised tone “you didn’t want to go ahead with any of those repairs?“ I said yes I did, but there was an obvious problem with communication so I would have to schedule them another time. He didn’t ask what I meant by that or offer any explanation or apology for why he didn’t return multiple texts or voicemail. At that point, it seemed obvious the advisor’s only responsibility was to print paperwork and swipe credit cards when customers came to pick up their car. He was not there to assist with customers or answer any questions. My advisor was Luke, the operator who was not answering the phone all afternoon was Leslie. Thanks for giving me this opportunity to share my experience. More

Easy to work with, Fernando was helpful yet not pushy. They gave me a better price than any other dealership. They gave me a better price than any other dealership. More

I thought dealership charge more because of their reliability and trust in brand name. Nope. Manager did eventually rectify my complaint. I will no longer go to the dealership unless it's for re reliability and trust in brand name. Nope. Manager did eventually rectify my complaint. I will no longer go to the dealership unless it's for recalls. More

I have had good service before but this last one was disappointing. I could not get in touch with my rep and when he took the day off, no one else in the service department knew what was happening with disappointing. I could not get in touch with my rep and when he took the day off, no one else in the service department knew what was happening with my car. It took a week to replace the rear view mirror. More

Buddy and Nick are always so amazing in there to help you! I got a car from them three years ago and came back again to get another one, they treat you like family and are so supportive!! you! I got a car from them three years ago and came back again to get another one, they treat you like family and are so supportive!! More