Gurnee Volkswagen

Worst dealer experience I’ve ever had. I’m writing this review from an experience I had last december, hopefully things have changed. That being said, I brought my car in to trade for a I’m writing this review from an experience I had last december, hopefully things have changed. That being said, I brought my car in to trade for a 2018 Tiguan SEL. It started off very nice, went through the usual motions, test driving and negotiating. I decided the orange SEL 4motion was the one I wanted. They told me that these were very hard to come buy and it would take some time to locate, no problem I said. We talked about price and came to the agreement of X dollars a month. The salesman was new so he brought the GM in at the end, Jason I believe. Where they told me I had to put down a $2000 deposit and give them my car. So I gave them the deposit, went home cleaned out my belongings and brought in two sets of keys, this will be important later. They gave me a Jetta as a loaner which was a great car and nice of them. Now two weeks have gone by with no word so I call the dealership to talk to my salesman, he’s new so I cut him some slack. No big deal. He tries pushing me onto the trim level below sel, again I know that’s his job and searching the U.S. for a car is a pain, I kindly decline. Another week goes by with no word so I text the salesman, he responds saying he no longer works for the dealership. Okay, so I call the dealership explain who I am, they have no idea who I am, now I’m getting worried they have my very nice car and $2000! They finally figure it out and give me to a new salesman. He says they are still looking for the orange sel, he asks would any other color work because it’s not looking good. I said sure, white or grey would be great too. He says he’ll get right on it and let me know. Now I’m on vacation and to his credit he had been emailing for the past two weeks, so now I’ve been waiting for this suv for about a month and a half, in the middle of winter, when the whole reason I was buying an awd vehicle instead of a fwd car. He says they found a white one and it’ll be in next week. Great news! When I get home my car had arrived, so I go right in. They show it to me and I loved it! This review is no reflection on the vw brand by the way! So we go into the finance office, sit down and they hit me with the “new” price. It’s $250 a month more than the price I originally agreed to and signed off on when I gave the deposit. I was dumbstruck and very irritated. I tell them that we had agreed upon the price of x and they said to me “I don’t know where you got that from?” They then proceeded to tell me that price x was not possible and there’s nothing they could do. I said no deal and I’ll take my car and money back. They get my keys and tell me they can’t refund my money back to my card and that it will be mailed to me. I have no choice so I say okay and leave. I get home to discover that one key is for my car and the other is another Chevy key. Honest mistake, I drive back and get the gm’s attention and tell him they gave me the wrong keys, again one was right, one was wrong. After looking around for about 15 minutes the gm, Jason comes back and tells me, to my face, that only gave them one key in the first place. I say ok, if that’s true, why would you give me 2 keys back? He then proceeded to tell me I’m lying. Not implying it, but actually saying “Well you’re just lying”. Wow, I though that’s a first from the leader of an organization. So I left not wanting to cause a scene. I’ll chalk it up to a loss. SO, now it’s been about ten days and I’m still waiting for my check. I go in again, because I’m a sucker for punishment, and ask for the check. The gm says they can’t give it to me, it has to be mailed from the office, and it’s already been mailed. Again, nothing I can do. So I leave and wait. Another week goes by and still no check, I live 8 minutes from the dealership the mail would take 4 days max? I gave up and went to my bank to get my money back, I filed a claim and the guy helping me said it could take 2 months. I got my money within three days! I’m just speculating but I bet I’m not the only one who had to file a claim to get my money back. I know this was a lot to read and I hope I’m the rule not the exception but the way I was treated was terrible More

Passat Matt was a phenomenal help in finding the right fit. I will recommend him to all friends and family looking to buy a new car. Matt was a phenomenal help in finding the right fit. I will recommend him to all friends and family looking to buy a new car. More

Friendly, excellent, no hassle Well, this has been the fastest, easiest car buying process ever. Thanks Gurnee Volkswagen! See the “Aussie” for test drive and buy your new car! Well, this has been the fastest, easiest car buying process ever. Thanks Gurnee Volkswagen! See the “Aussie” for test drive and buy your new car! More

Perfect Customer Experience Matt (The Aussie) Colrain went above and beyond my expectations. He was able to get me into the car I wanted at an exceptional price when no other VW Matt (The Aussie) Colrain went above and beyond my expectations. He was able to get me into the car I wanted at an exceptional price when no other VW dealership was able to do so. Great communication and flawless purchasing process!! Highly Recommend Sales person. A+ Transaction. TJ Abell (sales manager) was also extremely helpful in this process and couldn’t have Made this transaction possible without him. Perfect team!!! More

Outstanding dealership!!! I was very impressed with the awesome customer service provided by Matt and GSM (Andrew). He was exceptionally courteous, efficient, and friendly. I d I was very impressed with the awesome customer service provided by Matt and GSM (Andrew). He was exceptionally courteous, efficient, and friendly. I didn't feel rushed, and they went above and beyond locating the vehicle. It was a very smooth process to the end and found a way to make it work. I will gladly recommend this dealership to my friends and family. More

Thank you Selena. Thank you Selena for all of your help. From the warm welcome , test drive to working out the lease it was a great experience. We provide you our must Thank you Selena for all of your help. From the warm welcome , test drive to working out the lease it was a great experience. We provide you our must haves, our budget and our expectations, you and the VW team did a great job to gain our business. More