Castle Volkswagen Downers Grove - Service Center

Service Dept. On top of their game! The service Dept. was knowledgeable friendly and efficient and took care of all consumers either in person or on the phone. Professional at all times The service Dept. was knowledgeable friendly and efficient and took care of all consumers either in person or on the phone. Professional at all times with a personal touch getting to know their customers. Sheryl is going to be my to go service associate I trust her and appreciate her insights and years of service in cars for making decisions. Thanks More

Great Service!! Sheryl Casey in the service department took great care of me and ensured my warranty covered the service needed! Would definitely recommend going to S Sheryl Casey in the service department took great care of me and ensured my warranty covered the service needed! Would definitely recommend going to Sheryl! More

Quick and Hospitable After I had a frustrating experience on the phone setting up the service appointment, I found the actual service and the service rep (Adam) excellent. After I had a frustrating experience on the phone setting up the service appointment, I found the actual service and the service rep (Adam) excellent. Adam got my car in earlier than expected and it was finished in a timely fashion. I would recommend service and will return. More

Great service I took my car in for a few repairs and was amazed by the excellent customer service I was given. They were quite booked when I called to make the appo I took my car in for a few repairs and was amazed by the excellent customer service I was given. They were quite booked when I called to make the appointment but they were able to get my car in two days later. Jeremy kept me up to date on the repairs and the service was done in a timely manner. I didn't notice that my sideview mirror casing was missing until I was almost home after picking up my Jetta. I called Jeremy and he asked me to come in to take a look. He saw which part was missing and put the order in, No Questions Asked! That is Great Customer Service! I don't know about other people's experience, but I would definitely recommend Pugi Volkswagen Service. More

New key. Recalls. Battery replacement Jeremy was the first person I delt with in service, he went out of his way to help me with any questions I had, had very nice manners and kind smile Jeremy was the first person I delt with in service, he went out of his way to help me with any questions I had, had very nice manners and kind smile??Car was in and out quickly and sparkly clean when ready to go. I also delt with Barry at service department. He went out of his way to find out what needed to be done to use insurance for key replacement. He made phone calls and got back to me just as he promised within the hour. He also got things set up for new replacement battery, Not very many young men these days have intregrty & manners like him?? Thank you Jeremy & Barry I appreciate all your help. Beth More

Oil Change/Tire Rotation Called this dealer on a Saturday and asked for a service appointment. I was told that they had an opening in 30 minutes and the service would take an Called this dealer on a Saturday and asked for a service appointment. I was told that they had an opening in 30 minutes and the service would take an hour. I arrived on time and was told by the service coordinator that three vehicles were in front of me and that it would be a few hours before they would even get to me, the woman i was directly speaking with even began to tell me they might not be able to service my vehicle that day before they closed. As i was obviously upset by this time another service representative stepped in and assured me they would get to it by the end of the day. I decided to wait and my car was done around 2 hours later, so the wait time wasn't too bad but the miscommunication on their end was unacceptable. Then I get into my car after paying the cashier only to find out they used oil good for only 5,000 miles, what a rip off! I normally go to Jennings VW (MUCH better dealer) Jennings VW 10,000 mile Oil Change/Tire rotation = $113.00 + awesome service Pugi VW 5,000 mile Oil Change/Tire rotation = $123.00 + average service It's not hard to do the math here but clearly Pugi's VW dealership is ranked 10/13 on this website for a reason. Save yourself the frustration and money by going to Jennings (rated number 1/13). More

Excellent Service Over the years I have been to a lot of mechanics and dealerships. Normally I stay far away from Dealerships due to the normally high costs of maintena Over the years I have been to a lot of mechanics and dealerships. Normally I stay far away from Dealerships due to the normally high costs of maintenance. After purchasing my VW Passat TDI from Pugi I received the standard 30,000 miles of free service. I was always treated well and they always took care of all my needs. Now that I am officially a paying customer they are going above and beyond to make sure that I understand the work being performed and exactly what I am paying for. The service manager Brian is great and his entire team is extremely helpful and knowledgeable. I definitely recommend this dealership to anyone looking for good helpful service. More

20,000 mile maintenance I had no problems or unusually long wait for my vehicle to be serviced. My service advisor, Michelle, was very nice and fully explained everything th I had no problems or unusually long wait for my vehicle to be serviced. My service advisor, Michelle, was very nice and fully explained everything that was done, including a software update. My car was returned to me after being washed and vacuumed. More

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

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