Hansel Volkswagen of Santa Rosa

excellent staff, very attentive and friendly. excellent customer service, in purchase and services, they answer your questions at all times. excellent customer service, in purchase and services, they answer your questions at all times. More

EVERYTHING WAS DONE ON TIME AS PROMISED. THE JOB WAS DONE TO MY SATISFACTION, THANKS! THE JOB WAS DONE TO MY SATISFACTION, THANKS! More

In the past two visits I have had issues with service. The 80k Mike arrive was done and the service light in the dash was not reset. Furthermore when they changed the tires pressures they didn’t reset T The 80k Mike arrive was done and the service light in the dash was not reset. Furthermore when they changed the tires pressures they didn’t reset TPMS causing me to have to visit a tire shop for no reason. On this last visit the car was taken for an oil change and verification of headlight bulb replacement. They ended up doing a 90k like service without my authorization. When I asked why, they said that my daughter approved it! The car is under my name and not my daughter and all previous times the dealer would communicate with me through text messaging while the car was in service! I am not sure I will take my car to Hansel anymore. More

2 hrs for an oil change and small warranty repair diagnosis. Could not get me parts within my 3 wk window. Did not answer my Emails (to 2 different individuals at the dealership) diagnosis. Could not get me parts within my 3 wk window. Did not answer my Emails (to 2 different individuals at the dealership) More

It took way too long to check in for an oil change and when I asked questions they did not have any answers for me when I asked questions they did not have any answers for me More

Checking in and picking up was great. Repair work is terrible and car was filthy upon pickup. Repair work is terrible and car was filthy upon pickup. More

The only woman who works in the front desk needs to take customer services classes. She was mean and disrespectful. Next time I will ask someone else to help me. customer services classes. She was mean and disrespectful. Next time I will ask someone else to help me. More

Bad customer service. Took my car in for repair. Picked up after control module replaced. Key fobs were both reprogrammed but wouldn't open/lock doors. Contacted them imme Took my car in for repair. Picked up after control module replaced. Key fobs were both reprogrammed but wouldn't open/lock doors. Contacted them immediately. Was told there was nothing they could do. Carpet and passenger seat saturated with water. Took 5 days to dry. They said they didn't wash car because my seat belts showed mold. As I drove out of driveway noticed low tire light was on. Took to two tire shops. Nothing wrong with tires. Hansel wants $210 to diagnose why seat bag lights and low tire light is on. I already paid them $2500.00. I called as soon as I picked up vehicle regarding problems. They couldn't schedule me an appointment to come back for 5days. I paid them, I should have been able to go right back. Service Manager said they had to schedule an appointment. When they told me they were going to charge me more money, I picked car up. They lied about washing car, what else are they lying about. More

Would not recommend this place at all When I first got VW the Sales team was great, they were very eager to help me of course because they wanted to make a sale. Since then (now owning the When I first got VW the Sales team was great, they were very eager to help me of course because they wanted to make a sale. Since then (now owning the car) when I go in for maintenance on my car I am treated like I am inconveniencing them! I have gone in to ask questions about my car and I barley get looked at or my questions answered as if I am inconveniencing their time. I recently we in there because of an error light connected to my air bag is on, I was told that my whole electrical system in my steering wheel is not working, therefore I am not able to use my horn, or anything connected to my steering wheel. When I turn my wheel, it makes a terrible clicking sound that's extremely worrisome. I was told a part would be ordered and they would call me when its in to fix it! Really? your letting me drive away with a air bag light on and no horn? Thats safe? the bigger problem is here we are 8 days latter and I am still with out a working wheel and no part and I have to hunt VW down to see where this part is and when my car will be fixed and yet again when I call I am the annoyance to them. And still no ETA on when my car will be fixed. Thank you VW for allowing me to drive my kids around and feel oh so safe, not offering me a loaner car while my car is fixed for a problem that was not of my doing, and always treating me like xxxx when I call. Your costumer service is terrible and you really could use some training on how to treat people. More