Gurnee Volkswagen

Gurnee Volkswagen responded

Providing a positive experience is our top priority, so we're disappointed to hear that your visit didn't measure up. Thank you for bringing it to our attention, and if you'd be willing to give us some more details, please send us a message with your contact information so that we can reach out. We’re sorry your visit didn’t go as planned and would love the opportunity to touch base with you and address your concerns once we’ve been able to get the whole story.

MG_CALLIHAN responded

My wife called on a Monday April 19 about not being able to switch the gear. She was scared in a parking lot in the Sams club near the dealership. It was about 15 min after 7 and I was told the service department was close and they would call us first thing in the morning at 7 am. My wife had to call someone to help her move the car, she was with our toddler daughter who has sensory issues which make it really hard for her to stay still. Next day 7 am NO CALL. My wife continue to call and not response was given. When she finally got a hold of someone they told her “there’s no appointments”. Really? After she reply with anger they told her to bring the car next day without an appointment, and because the situation of the car it needed to get tow to the location under our own expense. My wife reply back by saying why does she had to pay for a tow when she had already paid to get the car to our house because they had ignored us for 2 days in a row. Instead of telling us to tow the car Monday directly to the dealership. They apologize and said that even when wish to help her they can’t do more. Now Wednesday. When she drop off the car, they told her that the car would be check but she needed to leave the car. A man named Greg was the once dealing with everything. They told her they didn’t have a Loaner but they would try to work with her and get a car for her ASAP. My wife though this was going to take about 1 week to get it done so she said “it was fine because we have another car”. Greg calls my wife 3-4 days after to let her know that the car was “not drivable” and that the piece was delay because it needed to get manufactured. Unfortunately, there was not a loaner available for us. She shared with Greg that we all work in our house and our toddler needed to go to therapies and the car was essential for us. He said he would see what he can do and give us a call. We never got a call back. My wife call and texted him a week after for an update no response. She called after 2 weeks no update. She called angry and upset leaving a voice message in which a man named Matt answer and apologize. She expressed that she didn’t want to bug them but she needed a car to transport our kid. He said he was going to give us a call and never did. My wife called again and spoke with Lisette. She was very helpful and did everything possible to help us get a loaner. She was kind to my wife and did not talk to her like a child like Matt and Greg did. My wife looks very young which my have led to Greg and Matt’s behavior. When we got the loaner the loaner got documents of previous people who got a loaner before us and the dates and times they drop off their car for service and while we were waiting the loaner they were given to others even after we waited for over 2 weeks. Lisette was very good in giving us updates and we were ok with waiting because we got a loaner. I just don’t like how the service treated my wife. She has contacted them multiple times to get her car a remote start, additional accessories and more but they never call her back. She has even spoke with supervisors and more. The only reason we don’t share our anger more publicly is for Ron our salesman that was AMAZING and Lisette who stand professional and kind. We got our car back June 17. We were not even mad about waiting but the fact we were expected to be without a car for 2 months. After explaining the urgency for our toddler. There was a small scratch on our door that we didn’t noticed until we got the car back home from the dealership. Because we were home already we left it alone. Our car was returned to us dirty, full of dust and the front window had wax from writing on it with a wax pencil. The inside of the car needed to be vacuum when we drop it off but it was clear it got more dirty from being there. Also….. Our last name is Callihan not Collohons like you guys have us in your system.

Gurnee Volkswagen responded

It's great to hear that Sandi was able to get you exactly what you needed. Our goal is to make sure everyone who walks through the door leaves happy. Thank you for choosing Bob Rohrman's Gurnee Volkswagen!

Gurnee Volkswagen responded

Thank you so much for choosing Bob Rohrman's Gurnee Volkswagen! Congrats on your new purchase, and let us know if we can be of any more assistance!

Gurnee Volkswagen responded

It's great to hear that we were able to help you out. Our goal is to make sure everyone who walks through the door leaves happy. Thanks again for choosing Bob Rohrman's Gurnee Volkswagen!

Gurnee Volkswagen responded

Thank you for sharing your experience with us, Amber! We're happy to hear it went well and hope you enjoy your new vehicle. We truly appreciate your feedback!

Gurnee Volkswagen responded

We're sorry to hear that your visit didn't meet the high standards that guests have come to expect from our dealership. If there's anything we can do to resolve the issue or if it's possible to discuss your visit in more detail, please feel free to contact us directly or let us know the best way to contact you and we will reach out. We'd love to get to the bottom of this and turn things around for you.

Gurnee Volkswagen responded

Thank you for your business and this review, Christopher. We're happy to hear our team was able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know.

Gurnee Volkswagen responded

Thank you for taking the time to share your feedback with us. We work hard to make sure our guests have an exceptional experience. We will share your comments with our team, and we look forward to working with you again.

Gurnee Volkswagen responded

Thank you for taking the time to share your feedback with us, Karen. We work hard to make sure our guests have an exceptional experience, and we're sorry that we fell short in some areas this time. We will share your comments with our team, and we look forward to working with you again.

Gurnee Volkswagen responded

Thanks for your feedback on your recent visit to Bob Rohrman's Gurnee Volkswagen. I'm glad to hear that we were able to assist you with choosing the perfect vehicle and that you had such a positive experience. We hope you will continue to enjoy your new vehicle!