Haselwood Volkswagen Hyundai

***Extremely Frustrating Experience. Do NOT Recommend*** Overall it has been an extremely frustrating car buying experience with the team at Haselwood VW. We purchased a Certified Pre-Owned Passat. We love t Overall it has been an extremely frustrating car buying experience with the team at Haselwood VW. We purchased a Certified Pre-Owned Passat. We love the car and believe we got a great price on it, but the dealership has been a headache from day 1. In an effort to make the car buying process quick and easy, we came into the dealership with a TrueCar certificate (which states a pre-agreed price for the vehicle). Although we had the TrueCar certificate, it still took several corrections (and hours) for them to get our TrueCar price correct. The sales team (Chris) tried to add on a bunch of accessories without us asking for them and added an additional Documentation Fee, even though it was already included in the TrueCar price (and they know this). Once they made all of those “corrections” the licensing fee suddenly jumped from $200 to $449. When asked about the sudden change in the licensing fee, they blamed it on not knowing where we would be getting the vehicle licensed (we were a unique situation, not worth explaining here). So suddenly after the 4th or 5th correction they randomly double the licensing fee? Turns out it was part of a number fudging gimmick. When it came time to sign the final paperwork with the finance department (Luke), the licensing fee was back to $200 and there was an add-on fee of $249 for Security Etch. We had previously been informed this security feature came with all their cars and were assured it was already in the price of the car. Unfortunately, because the final price of the vehicle did not change (as the $249 was just shuffled) we did not catch the underhanded charge until several days later when we were reviewing our paperwork. Bottom line is CAREFULLY review all forms (as you should at any dealership). I signed it, so it's my miss, but still incredibly frustrating. They passed it off as a misunderstanding when later confronted…I assure you my wife and I did not “misunderstand” the situation. The biggest problem we have had since purchasing the vehicle is the complete lack of communication. We had a few issues upon departing the dealership: (1) Car was sold to us without any manuals (Owners/Nav/Maintenance), (2) Navigation did not work on the vehicle due to a missing SD card (the car was advertised as having navigation), and (3) They only gave us 1 key. We first reached out to the dealership with our concerns the day after purchasing the car. I spoke to David. He asked us to e-mail him with what we needed and he would get it out to us (we are not local so they needed to mail us the items.) We never received a response from David. We waited several days and followed up with a phone call to find that he no longer worked there. At the time we left a message for our sales rep (Zach) and emailed the finance rep (Luke). An agreement was made to mail the items to us. After a week with no update and no package, we began following up again. We spent 4 weeks making calls, leaving voicemails and messages with reception, and sending emails. We did not receive a single call back and received few email responses. Not once has management called, even when we have specifically requested to speak to them or left messages for them. In the end, it took them almost FIFTY days to finally mail us a box with all the items (still waiting on the box to arrive so we will see if all the items are in there). If we were local, we would have gone to the dealership to have this resolved immediately, but unfortunately, we are not. In addition to the lack of communication regarding our missing items, we experienced an even more frustrating lack of communication when it came to licensing/registration. When we purchased the car, we received a 45 day temporary tag. At that time we were told we should receive our plate/registration within 30 days. Once we started getting close to the 30 day mark and nothing had arrived, we started contacting Haselwood (included in the 4 weeks of attempted communication as stated above). In the end, we received no response to our concerns until 45 days after purchase...the day our temporary tag expired! Again, this is after multiple emails, phone calls, voicemails, and messages. We did not receive a single call back and email responses were evasive and provided no resolution. On the day of our tag expiring I had to call 3 times before someone beyond reception would take my call. We were assured that an additional temporary tag would be overnighted to us. It has been 3 days since then and no tag has arrived. End of story is the temporary tag has expired and we now have a car that can not be legally driven. Completely unacceptable. We acknowledge that our licensing/registration situation was different than most. However, our frustration is from the sheer lack of communication and customer service on the part of Haselwood VW. We asked for help for weeks and were not even given the courtesy of a return phone call. This shows Haselwood VW’s complete lack of respect and total disregard for the customer once the sale is complete. We have held off on submitting a review to see if they would turn it around, but that hasn’t happened. We love the car and are happy with the price (minus that underhanded $249 etch) but overall it has been, and continues to be, an AWFUL experience. We would absolutely ***NOT RECOMMEND*** you purchase from this dealership. This review is written with the hopes that something similar does not happen to another family. Drive 30 minutes to a different VW dealership, it is just not worth the headache. More