Hansel Volkswagen of Santa Rosa

Incompetent, careless, and duplicitous describes my experience start to finish: 1) I dropped off the car for safety recall work, the service center had it for over 6 weeks, and the work was never do experience start to finish: 1) I dropped off the car for safety recall work, the service center had it for over 6 weeks, and the work was never done. 2) Hansel’s estimate for other service the car needed was egregious ($1,400 at dealership vs $300 at my local shop). 3) Hansel offered to buy the car for $12,000 (I have written confirmation from the sales rep) and only offered to pay $7,000 when it came to sign docs. It’s astonishing how this whole process was handled so poorly. Buying and servicing cars is fundamental to Hansel, and their failure to perform what should be routine, clearly illustrates they’ve embraced ineptness and deceit as a default way of doing business. The telltale sign? The sales manager, when I spoke with her and recapped my situation, could offer nothing in response. They must see this all the time. Fortunately for me, the story ends on a good note: I took the car back, had the service done for a fraction of their estimate, and got over $14,000 selling to CarMax. Steer clear of this place...it's toxic. More

Excellent customer service. Jason and everyone at Hansel did a great job getting me into the car I wanted Jason and everyone at Hansel did a great job getting me into the car I wanted More

I thought communication was poor from the person handling my car. One two fifteen words. my car. One two fifteen words. More

I felt that communication could have been a lot better from the person handling my car. from the person handling my car. More

These folks are prompt, courteous and professional. And since I work for a nonprofit, my income is a bit limited — they have always been more than willing to work with me to triage service based on wha And since I work for a nonprofit, my income is a bit limited — they have always been more than willing to work with me to triage service based on what I can afford at the time. More

Great customer service. Finished on time and updated me throughout the process . Will recommend to friends. Finished on time and updated me throughout the process . Will recommend to friends. More

The service personnel were kind and pleasant. The service was efficient and affordable. I appreciated the Uber ride home. The service was efficient and affordable. I appreciated the Uber ride home. More

Always pleasant to see the nice folks behind the counter. They get me in and out as soon as possible and I love that. They get me in and out as soon as possible and I love that. More

Clean, courteous and on time. Service person knowledgeable. Took care of recall issue plus got rental car. Positive experience. Service person knowledgeable. Took care of recall issue plus got rental car. Positive experience. More

Fast and easy service, kind people, and Kirstin is the best. Always a great experience and my car looks amazing. best. Always a great experience and my car looks amazing. More