Carolina Volkswagen

I tried really hard not to leave a bad review after such I tried really hard not to leave a bad review after such a glowing review I had for my sales experience, but I've given the service department 3 t I tried really hard not to leave a bad review after such a glowing review I had for my sales experience, but I've given the service department 3 times to prove that they aren't having a bad day and that I'm not black balled because I sent a concerning email about the service I received to the service manager (who never bothered to respond to my email) but if I can save others the headache, I will. As previously stated, my sales experience was phenomenal. My service experience, however, has been the worst service I've ever encountered. Most recently, I had an issue with my tpms system where it keeps saying low tire pressure. Took it to them because I purchased a warranty that covered tires. They inspected and found nothing wrong. Two days later, the message appears again. I took it to Discount Tire and they found a hole in the tire within 10 minutes. Scheduled an appointment with Carolina VW for tomorrow at 730 am. Mark Smith from the service department calls me at 250 pm asking if I can possibly come this afternoon because they're booked solid. I said sure, it'll take me 30 to 45 minutes to get there. I finally got there and the service advisor asked what was going on and I explained the issue...he proceeds to say "discount tire could fix it?" To which I responded that I wasn't going to pay them to fix it when it was still under warranty. He argued with me that tires weren't covered under warranty and finally decided to pull my paperwork and confirmed what I had been trying to tell him was true. He then says that they didn't have my tire in stock and it would be next week before they could replace. At this point, I'm livid. I tell him I'm tired of wasting my time coming here to which he replied that had I called before coming they would have told me it wasn't in stock. Talk about adding insult to injury. I nicely told him that they were the ones that called ME and told me to come today. There was absolutely no remorse by either service advisor and its almost to the point that I feel they're either racist, sexist, or they are intentionally have me waste time and trips all the way across town. Needless to say, I regret my purchase and will never buy another vehicle from here. The service department is the worst and I wish I could have my warranty transferred somewhere else to avoid ever having to step foot in that place again. Buyer beware!!! More

What a wonderful experience!! Chris Harmon was so friendly, and willing to work with me. I would definitely recommend seeing him!! This has been the most pleasant car-buying experience I've ever had! friendly, and willing to work with me. I would definitely recommend seeing him!! This has been the most pleasant car-buying experience I've ever had! More

Purchase of used VW Passat and GAP insurance fiasco My wife bought a used Passat from Carolina Volkswagen in September 2018. Against my advice, she elected to use VW Credit for financing and she electe My wife bought a used Passat from Carolina Volkswagen in September 2018. Against my advice, she elected to use VW Credit for financing and she elected to purchase GAP insurance. As explained to us by the Carolina VW sales agent, the GAP insurance they were offering would cover any difference between the loan balance and the insurance (our private automobile insurance, including collision coverage) settlement payment in the event of a total loss accident. Unfortunately, my wife was involved in an accident which resulted in a declared total loss of her Passat in early February 2020. Our auto-insurance provider determined the settlement amount within 5 days of the accident. We reviewed this proposed settlement amount and agreed that it was reasonable. Then we contacted Carolina VW to pursue our GAP claim. I knew we had GAP insurance because it was explicitly referenced on the sales contract and on the loan agreement. Carolina VW dodged our phone calls for more than a week and finally told my wife on the phone that their records showed that the GAP insurance that was supposed to have been arranged on our behalf had been canceled. We asked who had “canceled” it and when and they provided no answers. I then reviewed my wife’s purchase file and found that there was no documentation of the GAP insurance, not even a name of the insurance provider, other than the references in the loan agreement and the purchase agreement. I took our file to the Carolina VW dealership site and spoke with the General Manager. I showed him the references to the GAP insurance in the signed documents and made copies of these for him. He agreed to “investigate”. Mysteriously, about a week later, the GM contacted us by email with the name of the GAP insurance provider, the policy number, and contact information for pursuing our GAP claim. The GAP insurance agent asked us for a series of documents, including the payment record on the VW Credit loan. We were told that it would take about 3 business days to process the claim once all documentation was received. We provided all requested documentation within one business day. After 3 business days we emailed and called to check on the claim. The incompetent agents had not even begun to process our claim and then asked for the documents we had already provided again. We did this and we did not have our claim processed (including sending payment to VW Credit) for 3 more weeks. The payment from the GAP insurance provider did not cover the difference between the loan balance and our insurance settlement- it was more than $400 short. The explanations were fuzzy but basically amounted to them determining (unilaterally and without sound basis) that our insurance settlement was too low. We then asked Carolina VW to cover the shortfall. They have refused. Our lesson from this miserable experience was threefold. First, we bought a used car from a dealership which failed to hold its value compared to competitors (“value” declined by more than $5000 over 16 months). Second, we purchased GAP insurance which is prone to the provider searching for ways to short the payment. As an aside, I checked with my credit union and they offer “full” GAP coverage for about half the price we were charged by Carolina VW. Third, Carolina VW is a fundamentally dishonest business. More

Rueben helped me pick out my first car and also he helped my set up my insurance! He was a really big help! Thank you my set up my insurance! He was a really big help! Thank you More

I absolutely loved working with Troy Cassidy. Originally me and my mom came in there to look around but Troy ended up getting me a good deal that I will always be grateful for. Definitely recommend to anyon me and my mom came in there to look around but Troy ended up getting me a good deal that I will always be grateful for. Definitely recommend to anyone looking to purchase a vehicle. More

Worlds worst Dealership If I could leave a review for zero stars I would!. We purchased a "New" 2018 VW Tiguan on 6/24/18. We have had repeated issues with the car that the If I could leave a review for zero stars I would!. We purchased a "New" 2018 VW Tiguan on 6/24/18. We have had repeated issues with the car that the dealer and VW of America say are "operating with in normal tolerances". Our car came equipped with blind spot monitoring and the system goes off at random. When we took the car to them they said "it was probably a really big bug setting it off". The car called for oil changes every 10,000 miles. We have had to service it at every 6,500 miles instead. The car drinks coolant between service visits and they say that this is a normal operation. We had a recall on the headliner lighting which was simply to unplug it, and they got grease all over the headliner and told me to clean it with windex when I confronted them about it. After all my complaints and questions I came to find out that someone had bought the car before me and the car had been marked as sold, meaning the warranty started before the date I purchased the car. Making this a USED car!! I clearly asked them when the warranty started due to the fact that the car had 2500 miles on it when we bought it. They told me it was a service loaner, it was not, they had sold the car to someone and couldn't get the deal finalized so the put it back into inventory and then sold it to me. During the 7 and a half hours it took to purchase the car my 2 year old was on his last leg. They asked me to sign all the paperwork blank in an effort to expedite the purchase process. Now after our last service visit we were told it needs new tires and an alignment (it only has 18000 miles on it) and the fan that knocks when turning on and off the car, coolant lose, and now blind spot and front crash sensor triggering for no reason are all operating with in normal tolerances. I wrote a BBB complaint and they took 11 days to respond. The dealers exact response was "we are continuing to work with the customer to resolve the issues" they have not reached out once to work with me. Now we have a "new" car that I am not entitled to the full factory warranty because they lied to me, the car is loosing coolant, has a bad fan housing, and the safety features have a mind of their own. On top of that the dealership employees have all been fired and replaced multiple times so every time I go in I have to start over. They also condone illegal processing of paperwork through measures like trying to get you to sign blank docs, keeping you waiting for hours on end, and not putting your vehicles issues on the work orders so there are no paper trails to follow. THIS DEALER IS CROOKED AND SHOULD BE INSPECTED BY NCDMV AGENTS. They would fail and have so many fines. When I spoke to the HR lady she confirmed that they had some issues with staff and let people go due to deceptive trade practices. She offered to have the owner contact me. The following week I reached back out and she said they told her to put me back in front of the new service manager. The Owner Donald Ronaldo and his son don't even care about the quality of service their "family dealership" provides. Much less want to operate an ethical organization. I have tried to work with everyone at the store and get nowhere. The General Managers suggestion was to give me $18500 on trade for a car I paid $32000 for less than a year ago. Do not waist your time with this establishment they will ruin your vehicle in service, deny anything and everything, and they shove the bill in your face. More