Hansel Volkswagen of Santa Rosa

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

GREAT SALES PERSON Sara made my buying experience a pleasant one. He gave me plenty of time to test drive several vehicles so I could find the perfect car for me. I real Sara made my buying experience a pleasant one. He gave me plenty of time to test drive several vehicles so I could find the perfect car for me. I really appreciated the no pressure, no haggle buying experience as well. Sara even drove my new car home for me so I wouldn’t have to wait until the following day to pick it up! Sara! More

Cheating lair sales man Do not believe a word the salesman tell you they sold us lemon car for new 2018 model. They tricked us into insurance that we do not need and a car no Do not believe a word the salesman tell you they sold us lemon car for new 2018 model. They tricked us into insurance that we do not need and a car not the one we purchased. The salesman even told us he is from our country to make the sale. We asked him for navigation system not iapp. He went and checked with the manager and confirmed that the specific car we want does have it. When we bought the car we took it the next day to manager and asked him about that he told us this is first I heard about navigation the salesman did not tell me anything about that you already bought the car we can do nothing about it. Same with the insurance we cancelled the insurance before we took the car but the salesman still submit our insurance and now we are paying extra $15 a month on our monthly car payment because they cannot cancel it even though we have paper signed that we can cancel anytime. One lie after another. More

Lack of communication I’ve never had to leave multiple messages on the answer machine and send emails to a service department the last 15 years of car ownership- on top of I’ve never had to leave multiple messages on the answer machine and send emails to a service department the last 15 years of car ownership- on top of that, I don’t ever get a reply or call back! We’ve had so many issues with Hansel VW service department that my husband won’t ever bring his GTI back, my Jetta has a service package that we bought and I seriously think I got scammed! More

Oil Shortage on a Service Took by VW Passat in for its pre-paid service just before the 2017 Santa Rosa fire storm. Went to Chico, CA 10/8/17 and the check engine low oil light Took by VW Passat in for its pre-paid service just before the 2017 Santa Rosa fire storm. Went to Chico, CA 10/8/17 and the check engine low oil light went on. Had to place an extra quart of oil in car at my time and expense and have Hansel come to my office for its recalibration and top off of oil. Service manger Mike Logan told me on telephone to send in receipt for oil paid and he would reimburse me. Did so timely and have not been reimbursed nor have any telephone calls been returned. It is now a principle matter and no way to run a business. There has been a lot of attrition as well at the facility. Once pre-paid service is over, I will have maintenance done elsewhere. Not happy. More

Under average communication; lack of knowledge on cars Have always taken my cars to dealership service departments for the past 12 years, however, Hansel Santa Rosa Service Department has me thinking we sh Have always taken my cars to dealership service departments for the past 12 years, however, Hansel Santa Rosa Service Department has me thinking we should probably stay away from them. The service advisors' general knowledge for VW cars seem very limited and ability to complete service as requested is unlikely. There always seem to be an excuse why they can't get the job done or fulfill a customer request. Our previous visits were okay, not outstanding, but at least satisfactory, however, the last 5 visits were disappointing. We had to make multiple trips to have services done and it has taken almost four days for the department to diagnose the problem. What is more concerning is after a couple of days of having the car in the shop, the advisor did not reach out to us to give an update on the car, we had to call! We also have not received a return phone call for messages left... I do have to say that one service advisor went out of his way to take care of us in the past when we arrived to pick up the car- he always knew when his customers are showing up and when the car was not ready, he went and dry the car and prep the car ready for pick up himself! (he just doesn't work there anymore) More

Damaged my car during tire installation I've never written a review for anything in my life. All 4 rims of my 08 GTI were damaged during a tire change. The service manager had the nerve I've never written a review for anything in my life. All 4 rims of my 08 GTI were damaged during a tire change. The service manager had the nerve to tell me that "you can barely see the damage" and that "well your rims were already a bit scratched". I was in disbelief when he said that. I had to press him just to get my car repaired. After arguing that Hansel VW should repair my car, the manager reluctantly made me an appointment. I was told I would have a rental car because it would take a full day. Cut to the appointment - no rental car has been reserved. They're out of rentals. Sent to Enterprise for my rental and luckily they had 1 car left. A full sized SUV. The 1 day repair turned into 3. I was never called on the 3rd day (had to call them myself to find out what is happening. Called at 5:30 after waiting all day) car will not be ready for another day. I understand that my car isn't brand new and that I didn't buy it from Hansel VW. That shouldn't matter when it comes to service, let alone repairing a vehicle that they damaged. Im not asking them to do anything special - just to do what is right and to at the very least contact me so I don't wait around all day. Oh - and the service manager had yet another nerve and tried to hold the cost of the repair over my head. Like they're doing me a favor. You damaged the car. You fix the car. I wonder what it takes to be treated like a valued customer there? I had a $6,000 transmission put in under warranty and have spent an additional $3,000 on repairs and maintenance. I won't be going back. Keeping names out of this because any employee wouldn't have a fair ability to defend themselves. This has been my experience at Hansel VW. More

Obscenely expensive This may be a great place to buy a car, but beware the expensive service department. $225 to replace a left hand turn signal light and an obscene $420 This may be a great place to buy a car, but beware the expensive service department. $225 to replace a left hand turn signal light and an obscene $420 to replace a cheap plastic gas tank lid. The staff is very friendly and understanding (except for the one jerk who laughed when I expressed dismay at the cost of the gas tank lid.) It was explained to me that the fees for servicing cars are not set by the franchise itself and I believe them. But it's very poor business practice to take such advantage of VW customers, whoever is setting the charges. I hope to avoid ever having to bring my VW Tiguan (which I love btw) back to the dealership. More

2 weeks later; no resolve DO NOT BUY A CAR FROM THESE PEOPLE. I recently bought a car from them that happened to have a manufacturers defect--this occurred 4 days after purchas DO NOT BUY A CAR FROM THESE PEOPLE. I recently bought a car from them that happened to have a manufacturers defect--this occurred 4 days after purchasing the car. When I called the service center they questioned me and were aggressive trying to place blame on me. The front camera was not working properly and they were insistent I was not familiar with the software and that was the problem. After speaking to 4 different people they admitted there was likely a problem and they would take a look at it. This was 13 days ago...I still have no car and no understanding of what is being done to correct the problem. They have told me (only after my repeated calls) that they are still "working on it". They say they cannot get the camera technology software to sync with the car properly--this is their software!!! What do you mean???!!! I have called them about a dozen times with little to no resolve over the issue. Every time I called they just told me they cared about me and were looking into it. Finally 2 days ago someone called me and told me they were still "looking into it" but that he was not familiar with the car or the problems as it was his first week working for them. Seems like they really care about me...putting a rookie in charge of dealing with selling a customer a broken car. I then contacted the sales rep who sold me the car about this trying to get to the bottom of it. 24 hours later and she has still yet to respond to me. I am now looking at 13 days with my broken, manufacturers defect car sitting in the Hansel Volkswagen shop with no one contacting me or trying to do anything to fix the situation. All i can say is I am hopeful things will get resolved; based off of my experience; I am highly doubtful. If you want to buy a car without hassle and with peace of mind...look elsewhere. More

Poor service of my Jetta TDI Did something to my battery while there for service. Car had to be jumped to get it home. Battery would not charge after service. Did something to my battery while there for service. Car had to be jumped to get it home. Battery would not charge after service. More