Crain Volkswagen of Fayetteville

I don’t think it’s fair that I have to pay 2.5 hours labor when they only worked in my car 45 minutes. And my receipt specifies service fee charge 1.5 hours $225.00 They were supposed to credit me $1 labor when they only worked in my car 45 minutes. And my receipt specifies service fee charge 1.5 hours $225.00 They were supposed to credit me $150 for the diagnostic fee THEY NEVER DID! What they actually did was overcharged me and left the air hose that connects to the engine loose now I have to drive back for them to fix that hoping doesn’t mess up something in the car(they’ll have to be liable for it) To me that’s a scam or a legal way of ripping people off The manager Andrew says they charged for the work according to their “book “that I HAVE TO PAY 2.5 hours it doesn’t matter if they work 1 or less. Anyways it still doesn’t make sense when my receipts states something else and I know for fact they only spent 45 minutes working in my car and I never get a complementary car wash only because I’m Hispanic and my car is not worth it to them. (VERY RACIST) I have walked around the dealer and witnessed other cars getting washed... well my old 2014 VW doesn’t deserve a wash from them even tho they charge you pretty good prices for a oil change. I think is time I take my business somewhere else! I’m DONE WITH THIS DEALERSHIP. More

Thank you for making the purchase process easy and transparent! Best sales and service team in all of Northwest Arkansas. We will definitely continue to rely on you for service or another purchase. transparent! Best sales and service team in all of Northwest Arkansas. We will definitely continue to rely on you for service or another purchase. More

Always fantastic to deal with! They always get me in super fast and always make time when I don’t have an appointment, but have an issue super fast and always make time when I don’t have an appointment, but have an issue More

Staff and services are always great, but prices seem high. Not sure how it compares to other locations. I also always get a coupon after I visit. Wish this came before, or could just be added to our ac high. Not sure how it compares to other locations. I also always get a coupon after I visit. Wish this came before, or could just be added to our account when we are there. More

I accidentally got there an hour early, but they fit my car in and got the recall work done very quickly! Twenty Three, four, five car in and got the recall work done very quickly! Twenty Three, four, five More

Andrew and his team are great! Service was completed in a timely manner with no issues. They exceeded my expectations! Keep up the good work! a timely manner with no issues. They exceeded my expectations! Keep up the good work! More

Mack did a fantastic job of getting my car in quickly for fast and excellent repair. They diagnosed the problem quickly and accurately. I highly recommend Crain VW of Fayetteville. fast and excellent repair. They diagnosed the problem quickly and accurately. I highly recommend Crain VW of Fayetteville. More

Excellent customer service. They always have a great selection of cars. And everyone in the service department is spot-on with knowledge and always have the answers to the problems that come with having selection of cars. And everyone in the service department is spot-on with knowledge and always have the answers to the problems that come with having an older model Volkswagen. Highly recommend! More

My experience has been better but last time I brought it in my rim was scratched so my feelings are mixed already. My car wasn’t washed or vacuumed like I was expecting. Kinda disappointing considering I sp in my rim was scratched so my feelings are mixed already. My car wasn’t washed or vacuumed like I was expecting. Kinda disappointing considering I spent $600 for services :( More

This was by far the worst service experience I have had with this dealership. We were actually in the market for a new atlas and have decided to not deal with them. I’m not even buying a vw because I don’t with this dealership. We were actually in the market for a new atlas and have decided to not deal with them. I’m not even buying a vw because I don’t want to drive over an hour to get it serviced elsewhere. They had my car over a week for a fuel pump, which shouldn’t have gone out in the First place on a car with only 40k miles. i kept calling to get info because no one was giving me updates and I would be put on hold. One time was over 20 minutes on hold and no one ever answered. I left three or more messages for the service dept. and my call was not returned one time in the entire week. The car was towed to the dealership on Wednesday. On Friday afternoon I had not heard a word from them, not even confirmation that they had received my car from the towing company. I called and the guy told me that they had ordered the part that day and it wouldn’t be until next Tuesday until it would be finished. How can you have a car for two days for something as simple as a fuel pump and not have ordered the part until Friday? On Tuesday I still had not heard from the dealership so I called to check on the status of my car. Again no one called me to update me. He told me that the part had just arrived. Really, it took 5 days for a fuel pump (very general part) for a 2018 (not old) car to arrive? Possible but not probable. Wednesday I called again to check the status on my car because again no one called me to update me and it was a total crap show trying to find the file and get the status of the car. With the 20 minute hold time, calling back, getting hung up on, calling back, and then trying to find the paperwork it was like a 45 minute ordeal. Just to get the status of my car. When I called the First time, I told the guy who was in charge of my file that there were three different issues two of them I thought could both be the fuel pump. I had to remind him of those same issues three different times. The third time I told him that I had already told him three times and I wasn’t telling him again. He kept making the excuse of the paper wasn’t in front of him.When I arrived to pick up my car he didn’t say a word about those additional issues. They weren’t even on the paper (invoice) as having been checked. When he went over the invoice, he only covered the fuel pump issue. when I brought it up he didn’t remember what the other two issues were and he mentioned an issue that was not even the issue that I had ( issue climbing up a hill)He kept making the excuse of the paper wasn’t in front of him. Every time I talked to someone and mentioned the issues I’ve had I got excuse after excuse. “We don’t have a loaner car (but we had your car a week)” “we are short handed “ “our phones are blowing up” “we are so busy” “I don’t have the paper in front of me” (heard that 2-3 times) “ “they aren’t available because they are with a customer” (heard that 2-3 times). I have worked customer service positions for years and value good customer service but y’all need to get your crap together. Own your mistakes and stop throwing excuses. It makes you look bad and makes your customers furious. More