Gurnee Volkswagen

Unpleasant car-buying experience. My experience at Rohrman Volkswagon in Gurnee was overall unpleasant. I'll start by saying Katrina, the salesperson I worked with, did an excellen My experience at Rohrman Volkswagon in Gurnee was overall unpleasant. I'll start by saying Katrina, the salesperson I worked with, did an excellent job. She listened to what I was looking for and was very accomodating the whole time I was there. After having been there for a couple of hours, my fiance and I wanted a bite to eat, and Katrina pointed us to a nearby fast-food place. I was about to pull out, and the head of sales (I believe that was his position) came running out and told me not to leave, but instead come upstairs to the break room and have some pizza. It was cold from lunchtime, but they had a microwave. So we're upstairs in the breakroom eating our reheated pizza, and we are surrounded by 5 people from the team - Katrina (who mostly stayed quiet during this encounter), Dave the finance guy, the head of sales, the man in charge of used car sales, and another gentleman (I can't remember exactly what he was in charge of, but like Katrina, he was also pretty pleasant most of the time). I had some concerns about the car I was considering buying, and we talked through some of them, but the whole time I felt like I was being swarmed by a team who was more interested in making a sale than in earning the loyalty of a customer. A couple of times during the conversation, I got the impression that my concerns were either irrelevant, or a waste of their time, even to the point where they were trying to lay a guilt trip on me for expressing my concerns. Ultimately they made the sale, but they have lost a potential future customer. I've purposely waited a couple of weeks before writing this review because I wanted to have a little time away and try to be as fair as possible. I went to Rohrman because I've seen the commercials for decades, and I figured he must be doing something right to have been around so long. Maybe this experience was an anomoly, or maybe it's the Rohrman sales philosophy, I don't really know; but I can definitely say I'm not going to go back and find out one way or the other. More

Just run an honest business, that’s all I ask. I found just the car I was looking for at Gurnee Volkswagen, great-looking car, 65,000 miles, one owner, and it handles well. I had but one request be I found just the car I was looking for at Gurnee Volkswagen, great-looking car, 65,000 miles, one owner, and it handles well. I had but one request before purchasing it, that I be allowed to take it to my mechanic for a pre purchase inspection. Gurnee Volkswagen refused, and so I left to continue my search. They phoned me later to say okay to the pre purchase inspection. The conditions were that I put down a $500 deposit that would go toward the car if I were to purchase it. If not the money is fully refundable. I took the car to my mechanic who inspected it and found that the memory had been cleared (19 miles ago) so he was unable to read the diagnostic trouble codes, so there was information that he did not have access to. I went back to Gurnee Volkswagen and told them that I was not interested in moving forward with the purchase; I shared with them what the mechanics had provided me. I told them that I would consider the purchase if they include a warranty. They then tried to convince me that there was a second owner powertrain warranty in place, the sales person, the general manager, and the assistant manager ganged up against me to try to sell this point. I, however, had reviewed the owner’s manual as I awaited the inspection, and found that there was no warranty. Frustrated with this process, as it was about 8 o’clock in the evening, I told Gurnee Volkswagen that I would check with the manufacturer tomorrow and would get back to them. The next day I called the manufacturer and asked about the second owner warranty, and the representative confirmed that it was five years or 60,000 miles. This car absorbed its warranty. So I went to the dealership and explained this, and ask that they refund my deposit as agreed. They then offered me the car with a one-year warranty. At this point, however, I was over it and feed up. Long story short (too late), they refuse to refund my deposit. We went back and forth over this, and they ask that I leave the premises. So, I had to call my attorney, who will of course cost me $500, but I would rather pay it to the attorney than to allow Gurnee Volkswagen to keep it. Just run an honest business, that’s all I ask. More

Great sales people not so much service The sale was great Tom went above and beyond to make sure I got and loved the car I drove off with. I had an issue with my car the day after I bought The sale was great Tom went above and beyond to make sure I got and loved the car I drove off with. I had an issue with my car the day after I bought it, there seemed to be a stress crack on the wind shield. I bought my car on Saturday and went back to the dealer on Monday, the service department told me that they will process the incident to Volkswagen and determine if they will replace it. That it will take 4-5 days for a reply from them. Its been almost 4 weeks and nobody has called me, I have been the one that has been calling and asking for an update. Everyone that I call says that they will call me back but never do. The crack on the windshield since then has gotten bigger and even started a new one, I don't feel safe driving my car like it is. I would think they will take these matters seriously, especially the customer. More