Colonial Volkswagen of Westborough

Worst car buying experience ever I have owned several Volkswagens in my life and been very pleased with them. When my Touareq was totaled by a deer, I began searching for a used on I have owned several Volkswagens in my life and been very pleased with them. When my Touareq was totaled by a deer, I began searching for a used one and found one I liked at Colonial VW in Westborough Ma. I was impressed with the high ratings they had received and decided it was worth the 2.5 hour drive to see the vehicle. Following is a synopsis of my experience. Called Thursday regarding car Spoke to Rebecca (internet sales) Explained to her I was buying through the USAA program and was interested in the vehicle which I subsequently bought. Scheduled to test drive on Saturday at 2 Rebecca told me to ask for her upon arrival at the dealership. Confirmed Saturday morning that I would be there at 2 Arrived at 2:15 was greeted by Chadi. Asked to speak to Rebecca and was told, oh, she just brings them in, you’re working with me Car was not on site. Had to wait over 20 minutes for car to be picked up. I told Chadi that one of the reasons I selected this dealership was due to it’s high ratings. His response was Well, we cant always get everything right. I thought it was weird, but attributed it to a lanquage thing. Purchased car to be delivered. Was told it would be delivered on Tuesday, probably around 1 or 2. I asked if it could be earlier as I work at 1. No call on Monday confirming delivery so I called and left 2 messages for Chadi- no return call. I then texted Rebecca and asked if she could put me in touch with someone who schedules deliveries. Began receiving texts which I thought were from her. I was asked questions that I had already answered (my address, town hall address, town hall hours) along with additional requests for DMV location and where I wanted to meet the driver. It had previously been communicated I was to meet the driver at town hall. I asked if we could talk on the phone. Then I called and asked for Rebecca and was told she had left for the day. Asked to speak to Chadi. (apparently he was the one sending the texts) Chadi told me the driver would be at town hall between 1 and 2. I asked for them to call me when he left as I was going to be late for work and needed to inform my employer. He told me the driver had an emergency appt for his father in the morning and couldn’t be there earlier. Tuesday I got no call by noon. I called and texted to see if the driver had left. Was told his father had another emergency overnight and the driver would be leaving around 1:30. I reminded him that town hall closes at 4 and the dealership was over 2 hours away. Was concerned about arriving in time to register the vehicle. Was told he would be on time. At 2 I called again as I hadn’t heard anything and was told he would be leaving soon. I explained that he probably wouldn’t be here on time . Was told I should be worried about the drivers father. Arranged with town hall to leave the car overnight. Also contacted police to inform them my vehicle would be there and provided the plate numbers. Mike (delivery driver) arrived at 5. I waited with him for about 45 minutes for the second driver to pick him up. He was an absolute delight and told me things don’t usually go this badly and apologized for the dealerships actions. He informed me that there was no emergency, he had to take his father to the hospital for a scheduled appointment Had to keep my rental vehicle an extra day and was 6 hours late for work. Only 1 key was provided. I texted Chadi and told him I would mail the title request once I received the second key. He said he would mail it to me He then texted and said the key needed to be programmed and I could return to the dealerrship at my convenience. I suggested I get it programmed closer to home and send the bill. He threatened me with repossession if I didn’t send in the title application immediately I left a total of 4 calls for the general manager. Twice while trying to figure out what was going on with the delivery and twice trying to get the key Called VW Customer Support. Regional manager contacted the dealership and they agreed to send the key. 2 weeks later, still no key. Left another voicemail with the GM of the dealership(again only vm) asking for a status update on the key and informed him I would be following up with VW again, just wanted to see if he could assist me before I escalated again. Reconnected with VW Customer Support who called the dealership. Dealership reported that they forgot to put a stamp on the key and it would go out that day. They also stated they would mail the check to get the key programmed. Received the key 1 ½ weeks later. No check arrived. VW Customer Support called just prior to Christmas to check on the status and I told them I still had not received the check. They planned on contacting the dealership again. Called VW Customer Support the week of January 5th to let them know I still had not received the check. I also left another vm for the GM to inform him that perhaps they weren’t sending it to the correct address. My town does not deliver to our homes, we need to have PO boxes. Today, January 13, I finally received the check for key reprogramming. I purchased the vehicle mid November. It took just under 1 ½ months to finally get the key. I could attribute most of this experience to an inexperienced, not very thorough or particularly good salesperson. (As an aside, he didn’t know how to work several options on the vehicle and provided me no explanation of any of the features. I knew I was getting a manual, so figured I could find that out on my own). The part that really leaves me shaking my head is the GM, Derek Power, not returning a single call. I have worked in a customer service capacity my entire career, both on a corporate level and now that I am retirement age, in retail. I have never experienced such horrible service and total disregard for a customer. Kudos to Rebecca in Internet Sales who was incredibly professional in all of our interactions. She was also extremely helpful getting the dealership to contact me regarding delivery. Mike the driver and his colleague who came to pick him up were equally wonderful. They ensured my plates were secured to the new vehicle and were just great guys. Equally impressed with VW Customer Support. Ken was fabulous and, when he was on vacation, his backup was equally helpful. Am thinking maybe Derek and Chadi could learn a bit about customer service from their employees who actually provide it. More