Castle Volkswagen Downers Grove

Poor customer service My experience with the service department at this dealership was a nightmare. I came in to pick up a new key and floor mats. For some reason they took My experience with the service department at this dealership was a nightmare. I came in to pick up a new key and floor mats. For some reason they took the car to the back to do this simple thing, and an hour later I got it back. The very second I opened the driver's door, I looked down and saw a tear in the leather of my front passenger seat. I immediately went back in to tell the girl who was helping me that there was a tear in my seat, where there was no tear before. She said she needed to tell her manager. She came back and said the manager said it didn't happen here and have a nice day. He never even came out to look at it. I was stunned. I drive my car everyday, my daughter was actually with me that day and was a passenger in my car. We would be the first ones to know if there is a tear in the leather front seat. I walked in to talk to the manager, Brian, and was confronted by the most unprofessional, rude service manager you can imagine. He basically called me a liar and said that there was no way I could prove that it happened at VW. To say I was angry is an understatement. He proceeded to come out to my car and look at the seat (after he had already made up his mind that he had no responsibility), and try to claim that the leather was worn out and tore on its own. This was a complete joke since the seat was obviously cut or torn, not worn out as he tried to claim. It was so frustrating to bring a car in for a simple key and floor mats, and end up with my front seat being vandalized and this dealership taking no responsibility. The girl even came back out to say that she talked to someone in service who said they saw the tear but "forgot" to note it. Whatever that means. Again, they are trying to say it was torn when I brought it in and that is an outright lie! They literally couldn't care less about the damage they caused to my leather seat and have no intention of fixing it. My husband and I have tried calling to talk to someone who might be more professional or interested in customer service, but no one from Pugi Volkswagon has bothered to contact us. I am disgusted with the business practices of this dealership. Beware of bringing your care here for service. I wouldn't let it out of your sight or you'll end up with damage that you didn't have before you came in. More

Customer service Vehicle was serviced by Pugi. Provided a loaner vehicle. When vehicle was dropped off it was clean. Upon picking up the vehicle the following day, it Vehicle was serviced by Pugi. Provided a loaner vehicle. When vehicle was dropped off it was clean. Upon picking up the vehicle the following day, it was dirty (exterior) and floor mats were dirty. It would have been nice that the vehicle was clean at time of picking it up. More

Wife's dream car I would like to thank Pugi Volkswagen, and especially Liz, for going out of their way to find the one car my wife has been wanting for the longest tim I would like to thank Pugi Volkswagen, and especially Liz, for going out of their way to find the one car my wife has been wanting for the longest time, an alpine white Touareg with Tan interior. Not only did they find the perfect vehicle, the only one in the midwest with that combo available, but they went out of their way to get it to their dealership for us. As always it was a pleasure doing business here, it's our fourth Pugi VW, and we look forward to our next purchase or lease with you. More

Tire lug nuts and godzilla Took our 2012 Golf in for brake fluid change and tire rotation. Brake part seems fine however tire lug nuts tightened way over 90 ft/lb specification Took our 2012 Golf in for brake fluid change and tire rotation. Brake part seems fine however tire lug nuts tightened way over 90 ft/lb specification, would be near impossible to remove with tool in trunk if we had a flat in a remote area. I've heard the speech about 'we use calibrated torque stick' before, this is a simple but important job that seldom is done correctly and certainly was not in this case either. More

Shoddy work and thievery! The headlight on my 2009 VW bug was not working. I bought new bulbs and took my car to the Pugi Service department. They put my bulbs in for $120.00 The headlight on my 2009 VW bug was not working. I bought new bulbs and took my car to the Pugi Service department. They put my bulbs in for $120.00 and told me there were 'bent pins; that they fixed for me. I said thank you, and went on my way. The next day, the bulbs were out again. I made a return appointment and took a 1/2 day off work to get it resolved as they told me it would be 'several hours.' When I pick up my car, it is not fixed and they tell me, "whoever worked on it before broke the mounting clips. Take it back to them and tell them to fix it or bring it back a THIRD time along with $595 MORE dollars and Pugi will fix it." I argued that THEY were the ones who worked on it last and was told it would be discussed with management and I would be called back. Never happened. Shoddy workmanship and outright thievery. Do NOT take your vehicle to these charlatans! More

Avoid service dept This is a "stereotypical" car dealer: the sales dept and the service dept are two different worlds, and you are made to feel like your questions about This is a "stereotypical" car dealer: the sales dept and the service dept are two different worlds, and you are made to feel like your questions about your vehicle don't matter. I had to buy a car in a hurry because my previous car was totaled and I needed a vehicle to get to work. A few people recommended a VW GTI, which fit my needs perfectly. I found (a used) one at Pugi, test drove it, liked it, did some comparisons, and purchased it. That was fine, and the salesperson (Liz) was very helpful. Not two months later, I had to replace the brakes. There has also been an issue with my windows fogging up during storms, which no one can figure out. In addition, there has been an issue with the radiator fan since I purchased the car. My problem w this dealer is the service dept. I purchased an extended warranty for two years, but I had forgotten the agreement only last for 24,000 miles. When I finally made time to get the radiator fan repair, I had assumed the car was still under warranty, and told this to two people in the service department. When they diagnosed the vehicle, they gave me an estimate for about $1,000 repair. I asked them third time about the warranty, and they finally told me it was out of warranty due to mileage. They charged me $65 diagnostic fee, so I paid that to pick up my car. When I told them the only reason I brought the car because I thought it was under warranty, one person told me he had no recollection of me mentioning it. The other person remembered my mentioning it, but ignored it at the time. . I called Volkswagen, who then reached out to this dealer on my behalf. The dealer refused to admit that they ignored my inquiry about the warranty before performing the diagnostics, and would not refund my $65. Admittedly, I do not know much about cars, and I don't trust dealer service departments in the first place (Toyota and Ford, previous cars I've had, were the same way). However, I try to learn about my vehicle, and I don't think it's unreasonable to ask simple questions before making decisions. It appears that a $65 fee is more important to this dealer than retaining a customer. Perhaps you'll have a better experience, but if you don't, you're not alone. More

purchasing my passat with the help of kelsie and raluca! It was a pleasure doing business with them. They were very friendly and made my experience great. I enjoy going t with the help of kelsie and raluca! It was a pleasure doing business with them. They were very friendly and made my experience great. I enjoy going to Pugi with the pleasant staff. Rosanne W. More

Very Helpful Lisa was very helpful looking for a used car that met my parameters. She helped me understand and setup the feature of the vehicle both before and af Lisa was very helpful looking for a used car that met my parameters. She helped me understand and setup the feature of the vehicle both before and after the test drive. More

Great First Time Car Buying Experience! I couldn't be happier with my brand new, 2015 Golf GTI. I had a great first time car buying experience with Lisa at Pugi Volkswagen. Lisa was very kno I couldn't be happier with my brand new, 2015 Golf GTI. I had a great first time car buying experience with Lisa at Pugi Volkswagen. Lisa was very knowledgable, courteous, and most importantly straight forward. I got the car I wanted at a price I was satisfied with, and like I said, couldn't be happier! Would definitely recommend Lisa and Pugi to anyone in the market for/ interested in a Volkswagen. More

Lisa was great!! Lisa Marion-Nnene did a great job- very knowledgeable, great attitude and NOT pushy! I appreciated her help when buying this car and look forward to w Lisa Marion-Nnene did a great job- very knowledgeable, great attitude and NOT pushy! I appreciated her help when buying this car and look forward to working with her again. More