Chapman Volkswagen Scottsdale - Service Center

The Service Department at this dealership is horrible. They have a real tough time listening to their customers and an even worse time acting on their concerns. They seem to think that its better to ignore customer issues... as if they will just go away. In my experience, that's just not how things work.

I recently contacted Chapman to inquire about getting a replacement windshield for my 2019 Atlas. They recommended Mountainside Glass who coordinated performing the repair at the dealership so that VW Service could do the ADAS calibration afterwards in one visit. I was greeted by PETE when I arrived, and he was very upfront about the time it would take - 6-8 hours in total, because the glass needed to set for 2 hours after install before calibration could be performed. He offered to drive me home or to work, and when I chose to stay at the dealership, he offered to drive me out to pickup lunch. When the repair was complete, they returned the car washed and polished. All in all, a great service experience. Also, shout out to JESSE PHILLIPS at Mountainside Glass for an excellent replacement job - he even vacuumed the car interior!

**DO NOT TRUST VOLKSWAGEN** I had brought my 2013 VW Jetta GLI with 54k miles to the Scottsdale Chapman dealership on March 21th due to a check engine light from a timing chain malfunction. Upon arrival, the only light that was on was the check engine light and I had only brought the vehicle in for the timing chain. The mechanic has diagnosed the vehicle with only a timing chain issue that was covered under warranty. The car took 2 months to fix. The service adviser, Mike, informed me the repairs took long because bad parts were installed on the vehicle and he needed to order new ones. It was informed to me that THE BAD PARTS WERE DISCOVERED AFTER STARTING THE VEHICLE. After receiving my vehicle back on May 19th, the vehicle had an EPC light on due to low oil pressure. This light was on when I had picked up the vehicle but this light was not on when I had dropped it off in March. The shop informed me this was low oil pressure and there was nothing they can do about it. The dealership informed me it would cost over $10000 to fix. On May 23th my vehicle stopped working completely with a low oil pressure light on telling me to "turn off the engine." The vehicle was brought back to the shop the following day to see if there for further review. At this point, I requested to talk to the General Manager, Eddie Espinoza, to express my concerns regarding the situation. As I was explaining my side of the story, he would cut me off and get very defensive. I had informed him I would not like to deal with the service department due to all the issues and he stated "then your more than welcome to pick up your car." The General Manager did not care about anything I had to say and did not even offer a follow up call when the conversation was rushed to be over. HE WAS EXTREMELY RUDE, DISRESPECTFUL AND TALKED DOWN TO YOU LIKE YOU MEANT NOTHING. Per the VW settlement act, I should only be responsible for 30% of this repair. The vehicle was taken in not working, and was given back to be still not working all relating to the engine and timing chain parts. The engine should have been replacement by the VW dealership and instead, a job was done they did not fix the vehicle. The bottom line is I BROUGHT MY VEHICLE IN WITH ASSURANCE I WOULD RECEIVE IT BACK WORKING AND IT IS NOT WORKING, NEEDING MORE WORK. The bad parts being put on the vehicle could have caused the need to replace the whole engine. DO NOT BUY A VOLKSWAGEN!!! THEY WILL LEAVE YOU STRANDED AND STICK YOU WITH A $10000 BILL AT 54k MILES.

Chapman VW has always had an excellent service department I would buy another VW for that reason alone Pete and the service staff are awesome. :)

I have a new 2018 Tiguan that I wanted to bring in for service. I live smack in the middle of Chapman vw and camelback vw. I thought it would be easier to get to the Scottsdale location but next time I will gladly deal with more traffic to avoid the rude and condescending treatment I received from their service advisor Ryan. Ryan needs a refresher in customer service. I was told by a different service advisor that my car would be ready in 2-3 hours. I returned 4 hours later to pick up my car. Ryan’s greeting to me was “did we call you and tell you your car was ready”. I replied no. His response “then it’s not ready”. His attitude became worse as the conversation went on and then later when I picked up my car, he sarcastically yelled after me “have a nice day”. I assume they get paid for warranty work....I will take my business to camelback.

Ryan Raymond is an awesome funny friendly service advisor and kept it completely real with me! I came in for a recall and he checked for other recalls and found another one and was able to complete them both in 2 hours for me! They also gave me recommendations for future repairs. Chapman has wonderful customer service and I’ll definitely will be returning to this location again! Thank Ryan ! You’re the best👍🏻

Ryan, the service advisor was great and informative: kept me in the loop on where my car was at during its service which was around an hour. The service was great and I love how they even washed my car. Excellent service!

Asked for a tire valve cap, Ryan told us fresh out his boss said he had a bag of them. You’d think we were asking for a free car! We did pay $82 for an oil change. Service Manager was indignant thru out our interaction. Also screwed up the oil change that left an oil puddle in our driveway and a frantic revisit. We’re going to use a different dealership for both our purchases and service and we live within a mile of their current location. Terrible service experience and it wasn’t the first with Chapman. Money wasn’t the issue, honesty was the issue. Their Service people have trouble making the connection with the customer and where their paycheck comes from. Got an email for a pending survey that never came, that’s what brought me to this site. People will forget what you said. People will forget what you did. But people will not forget how you made them feel.

I didn't buy my last car here a small always. The buying experience can be hit or miss but, I always service my Tiguan here. Just excellent service from the advisors to service manager. I feel valued here, not an annoyance like I'm treated where I bought my car. Shoutout to Mike, my service writer last few times. You're sm asset to that store.

I called to schedule some routine maintenance and they got me on the schedule within 2 days. When I went there the service rep (whose name escapes me but it might have been Mike) was great. He answered my questions and got me out of there in one and a half hours. The waiting room was clean and had coffee and snacks ( My only complaint was that they had no decaf coffee.) The price was fair but they didn't give me the form for a rebate on the Castrol oil - they said the service department would mail it to me. (The last time they said that I never got the coupon!) If I don't get it this time I will write a really bad review. But for now they get 5 stars.