Colonial Volkswagen of Westborough

Very happy customer! My 2012 VW Jetta GLI broke down on I-395. Could not change gears. No transmission action. Dead in the water. Luckily could hobble off the highway to s My 2012 VW Jetta GLI broke down on I-395. Could not change gears. No transmission action. Dead in the water. Luckily could hobble off the highway to safe spot to call for assistance. AAA towed me about 1/2 mile to nearest VW dealership in Auburn, MA. I had tried calling them and the operator was unable to get anyone on the phone to talk to me even though I was in an emergency situation. Upon arrival a service advisor gave me a little time and not much hope. "you need a clutch." The car had only 40K miles and I am not one to ride the clutch so this seemed unusual. I read comments on line about people getting up to 200K miles on a clutch. I called the Colonial VW Dealership in Medford, MA. from whom I had purchased my Certified pre-owned Jetta GLI 2 years ago and my salesman said the situation sounded a bit off to him and advised me not to commit to whatever report I was given upon further inspection until I had spoken to him. I had waiting in the first dealership about two hours to get a ride home, and in that time no one inspected the car. When I called back mid morning the next day no one had looked at it either. But the above advisor said I think you need a clutch and its about $1200. Maybe by the end of the day someone would get to look into it, I felt like I was dangling by a string and completely uninformed about my situation and at their mercy. I called AAA and had them tow the car to the Colonial Dealership in Westborough. John Lacey the service advisor at Colonial who handled my inquiry, returned my first call within minutes of calling them to let them know my car was on its way. From the get I felt that I was in good hands. Jon even offered to pay for the second tow if AAA decided not to pay for the second tow on the same incident if Colonial did the job. The car beat me to Westborough as I live in Pomfret, CT. By the time I was there, the Westborough team had already been diagnosing my car's trouble. The car was still with the 5 year drive train warrantee. Jon's team had tried moving the gears both while the car was running and while the motor was off. His first explanation to me was that, based on their preliminary testing, the cause was 90% likely to be a problem with the pressure plate, which was a part of the drive train. If the ultimate inspection when the car was disassembled confirmed his notion, the entire repair would be covered under warrantee. This whole event occurred on a Friday so the ultimate report would not be forth coming until the next week. In the mean time Jon ordered any parts likely to be required and expedited a qualified repair tech onto the job as quickly as possible. Jon was incredibly attentive, kept in touch with me with the progress with several calls. He was very happy to inform me that the final inspection had confirmed that the problem was a defective pressure plate and fell under warrantee repair. He delivered the car to me with a brand new pressure plate, flywheel, and clutch. NO CHARGE. In the course of this adventure it was never completely certain what the outcome would be, but I felt totally and transparently informed about what may circumstances were. I did not feel like the doctor was hiding behind the curtain and roughing me up for the worse case. Its easy to be happy when you find that the repair is at no cost. But even if that had not been the case, the openness and honesty conveyed by Jon and his team were much appreciated and let me sleep at night. I will always go the extra 20 miles to Colonial VW in Westborough for any required factory authorized service on my Jetta GLI. THANK YOU! More

Great Service and Experience Good experience, got a nice vehicle at a reasonable price with no hassle or complications. Jason was great to work with through the whole process. He Good experience, got a nice vehicle at a reasonable price with no hassle or complications. Jason was great to work with through the whole process. He answered all our questions about the vehicle we were purchasing with professionalism. He took the time, to make sure I knew everything about the vehicle before I signed anything. I drove to the dealership on a Saturday looking to purchase a car, and it was ready and detailed to be picked up on Monday. Definitely would recommend Jason to anyone, who is looking to purchase a vehicle. More

Beware - refund delayed 7 months with no apology On August 18th, 2016, I traded-in my VW Tiguan and leased a new car. I contacted the Colonial VW on the same day to cancel my extra warranty and colle On August 18th, 2016, I traded-in my VW Tiguan and leased a new car. I contacted the Colonial VW on the same day to cancel my extra warranty and collect the remaining pro-rated amount on my VW Drive Easy Program, $618.60. I have communicated with their finance manager, Kathryn Gear, who told me that she filed my refund and I should receive the reimbursement in 30-45 days. I have contacted the dealership several times since then, without any traction on the issue. It had been 7 months and they had not reimbursed me. Finally, I filed a complaint with the BBB on 03/13/2017 and received my refund on 03/17/2017 without any apology or explanation about the delay and taking any responsibility. The General Manager, Tony Strozina wrote to BBB: " When the customer emailed me I responded. That was my first interaction interaction with this matter. I responded professionally and quickly not because of threats of reviews or BBB... The customer has his refund , we're moving on." This is completely INCORRECT and UNTRUTHFUL: I have contacted the dealership between 08/17/2016 and 03/15/2017 numerous times and have written to 10 different individuals (including twice to Tony Strozina) about this issue (I have the records of all e-mails). It took seven months, a lot of headache and a complaint to BBB for Colonial VW to finally issue my refund. There is either incompetence, or untruthfulness, or both... Be aware. More

Excellent service over the years I started off as a service department customer and was so impressed that we chose to buy a 2nd VW here in 2008. We've been happy with the service on b I started off as a service department customer and was so impressed that we chose to buy a 2nd VW here in 2008. We've been happy with the service on both vehicles over the years (over 100,000 miles each), and especially pleased to work with Bill McGrath as our service advisor. More

Land of excellence! If you like to pamper your VW like I do, Bill McGrath should be your "go to guy"! My first VW and I'm convinced there's no other other service depart If you like to pamper your VW like I do, Bill McGrath should be your "go to guy"! My first VW and I'm convinced there's no other other service department for my Greta! More

Great Buying Experience I really enjoyed working with Jason, He was professional and personable! I've never leased before so he really helped me through the process and I cou I really enjoyed working with Jason, He was professional and personable! I've never leased before so he really helped me through the process and I couldn't have been more comfortable! Thank you for your patience Jason!! More

Great buying experience. No better place to buy a car! I have been a client of Colonial Volkswagen for almost 7 years now and have purchased two cars from them. Sales staff are honest and open about cars I have been a client of Colonial Volkswagen for almost 7 years now and have purchased two cars from them. Sales staff are honest and open about cars and pricing and help you think through how various cars meet your needs (including competitor offerings). In my case, Jason patiently answered my questions and provided all of the documentation/materials I asked for to support the buying process. Once we found the right vehicle, Jason moved things along quickly and was fair and transparent at each step in the process and look forward to working with him again in the coming year to replace another aging car. As a side note, the service team is also great and is friendly, knowledgeable, and honest about the severity of any issues with your car. One of my favorite features is their video review service, where a technician will record and share a video highlighting their review of your car and explaining any recommended repairs. Overall, I have found the sales and service environment to be far better than some other dealerships in the area. More

Easy purchase of suv I have wAnted to upgrade to a SUV but couldn't seem to afford one. I was called by Steven suarez about my lease coming up and told him i'd really like I have wAnted to upgrade to a SUV but couldn't seem to afford one. I was called by Steven suarez about my lease coming up and told him i'd really like a Tiguan but told him I can only afford so much. He got me pretty darn close to that # without all the back and forth hassle. I paid the first payment and when I went to pick up the car Steve and his team were great... Efficient, professions, friendly and quick. Overall it was a easy transaction without the none sense! More

Great experience! My last car broke down so I was stuck carless and in a predicament. Thankfully I had the pleasure of meeting with Jason Garrett! He was very professio My last car broke down so I was stuck carless and in a predicament. Thankfully I had the pleasure of meeting with Jason Garrett! He was very professional and helpful. He made a very stressful process fast and painless! I got to walk out with my car in as fast as two days. More

Great deal - better service! I shopped around and still could not beat the deal that Jason & Colonial offered me out of the gate. Very satisfied. Highly recommend this dealership I shopped around and still could not beat the deal that Jason & Colonial offered me out of the gate. Very satisfied. Highly recommend this dealership to everyone. More