Crain Volkswagen of Fayetteville

My entire experience was wonderful from the time I walked in the door to the time I left to go home. I was quickly helped by Brandon from the service team to find an available salesperson. Charlie was my sal in the door to the time I left to go home. I was quickly helped by Brandon from the service team to find an available salesperson. Charlie was my salesperson and worked very hard to accommodate my needs and answer any questions I had during the car buying process. I had noticed that it appeared Charlie was the only salesperson working and Charlie was in fact working very passionately and diligently to accommodate not only myself, but two other individuals with their car buying experience/needs. I was very impressed at Charlie’s work ethic and dedication for customer service. My positive experience does not end there, when it came time to discuss the financial portion of the process I had the pleasure of working with Bradon. Bradon had great people skills and was also working very diligently and passionately to make sure I had the most positive car buying experience of my life so far. Interacting with all parties involved was refreshing compared to some buying experiences I have had at other dealerships in the past. It was like we had all been friends for a very long time. I can’t say enough about how impressed I was with the entire process. The fact that the Crain VW team worked that hard and provided such a great level of customer service on Easter weekend really stood out in a positive way to me. I have worked for multiple dealerships in my life so far and can be very critical of operations when interacting with a dealership, but I was thoroughly impressed with the team and how hard they worked to take care of me. The only thing I might mention for review for future customers is that I do feel like the vehicle I purchased could have had a more thorough detailing. It did seem like the vehicle was only about 60% of the way “cleaned up”. Also a full tank of gas at the time of purchase would’ve been a nice treat, I have worked at dealerships that do this for sales customers, purchased cars with other dealerships, and had honestly thought it was a customary car buying experience “tradition”. Honestly those would be my two main concerns to address out of the entire process. More

Very professional and nice. Clean work area and will keep you posted on what is going on. I definitely recommend them to any and everyone. Clean work area and will keep you posted on what is going on. I definitely recommend them to any and everyone. More

Amazing customer service! Cared about my situation and helped me get approved for a vehicle. Cared about my situation and helped me get approved for a vehicle. More

Mack was extremely professional and personable. Also, all the service department staff were smiling and fun to interact with. Also, all the service department staff were smiling and fun to interact with. More

Did not fix the issue so we had to take it to another Volkswagen dealer and they tested same things and stated what was wrong. Volkswagen dealer and they tested same things and stated what was wrong. More

Quick no hassle service. Blah blah blah blah blah blah blah blah blah blah blah Blah blah blah blah blah blah blah blah blah blah blah More

Great service and customer service. I definitely recommend going to Crain Volkswagen of Fayetteville, AR. I definitely recommend going to Crain Volkswagen of Fayetteville, AR. More

The entire service department as well as the dealer operator, Shane Roberts, are completely inept at doing something as simple as communicating the status of a vehicle throughout the repair process. operator, Shane Roberts, are completely inept at doing something as simple as communicating the status of a vehicle throughout the repair process. My repair was scheduled weeks in advance, and I was told at the time of scheduling as well as at the time of drop-off that it would be completed within the week that it was dropped off. The day it was dropped off was February 7. All told, the dealership had the vehicle in its possession for well over a month. I have absolutely no doubts that, had I not gone to the lengths that I did, including involving Volkswagen Corporate, my vehicle would still be sitting on their lot waiting to be repaired. According to one phone conversation with Shane, he had to push my vehicle in front of at least 50 others that were still waiting to be repaired. To be fair, I’m no dealer operator. However, I have to question the business sense of continuing to book vehicles for repair under the fraudulent pretense that they will be completed within a few days while knowing full well that there are tens of other repairs ahead of them. Presumably those 50-odd other vehicles are also way behind schedule, so it would seem prudent to clearly communicate that fact to anyone scheduling a new service appointment. Every time I communicated with the service advisor, Brandon, I was told the same thing—that my vehicle was “still on the radar” and that they would be getting to it soon. And each one of those communications was by me reaching out to him. He failed to reach out to me at all, even after promising to do so on several occasions. Even Andrew, the service manager, failed to honor his word to continue to proactively reach out to me to update me on the status of the vehicle. Of course, he told me on the phone that he spends more time on the shop floor turning a wrench than he does in his office. Again, I’m no dealer operator, but I question the business sense of having a manager essentially performing the duties of a technician. It would seem that if Andrew were given the opportunity to actually do his job then perhaps the service advisors under his management would be held accountable and be properly trained and supervised to do theirs. Andrew did volunteer to have the vehicle delivered to my home. This was after the process of getting the repair under way had taken so long that I was physically unable to come pick the vehicle up prior to leaving the country. During a phone conversation with Andrew to get an update, I communicated that to him, and he then offered the delivery as a way to help make things right after acknowledging that the whole situation should never have dragged on as long as it had. After all that, Shane attempted to paint me to VW Corporate as a demanding and unreasonable customer in a very condescending and factually inaccurate email response to them. He then withdrew the offer of having the vehicle delivered in retaliation for me filing a formal complaint against the dealership. The only thing I asked for throughout the entire ordeal was to be accurately and proactively communicated with. I was nothing but brushed off, lied to, and ultimately discriminated against simply for asking that Crain Volkswagen honor their word. Shane and his service team are dishonest and inept, and the dealership is poorly run. When I was finally back in the country and able to pick up the vehicle, they weren't even able to find the paperwork or keys. I would highly recommend avoiding ever having service work done here. More

I really appreciate the crew in the Service Department including the mechanics I’ve met. They keep me informed and get me the most for my money. including the mechanics I’ve met. They keep me informed and get me the most for my money. More

They are very kind answer any questions for me and are very patient clean waiting area also very patient clean waiting area also More