Jim Ellis Volkswagen of Kennesaw

I came in the dealership and explained to Jose that I was interested in the financing special and getting info on the SUVs as I have never considered a VW before. Jose showed us how to work the remote start, interested in the financing special and getting info on the SUVs as I have never considered a VW before. Jose showed us how to work the remote start, the third row seating, and I was able to take the car out, and that was the extent of the explanation over the vehicle. I told him I wanted the exact Tiguan I test drove but in white and he was able to reserve one of two coming in that week. When I went home, I looked at the website and saw that the two white Tiguans coming in had different pricing, I called the dealership to ask for the info sheet on my car that listed out the features so I could figure out what caused the price difference. I talked to someone at the front desk who advised me Jose was with a customer and to leave a voicemail and she would let him know I left one. Days passed and I never received a call back. He finally texted me to let me know my vehicle would be in within the next couple of days. I then called him again and asked what the price differences would relate to and was told extras such as first aid kits and monster mats. which I was fine with, as long as its not a standard feature like power liftgate. I asked him if this feature was included and he said he wasn't sure and that he would send me the window sticker that showed all the features. When I received it I saw that the car did not have power lift gate and I called back and told him that I was not informed that selecting that color, the car I received would be missing standard features and had I known that, the color would be secondary. He said he would look at the lot and find a car that did not have missing features and let me know. He said he found one that would be ready for pickup that day and I agreed to it and said I would be in and to send the sticker for that one. When I arrived at the dealership, Jose had a bad attitude as if he was offended that I wanted to switch cars. He left me to wait for Chris in finance and stated he was getting the car detailed and prepared. After I went through finance, I laid eyes on the vehicle for the first time which I realized after the fact was not acceptable. I noticed that the car was dirty and just had tire shine and had a big scratch on the front passenger side which was completely unacceptable on a brand new car! I told Jose that that was not acceptable and he said that he would schedule us to come in the next week to get it repaired. He also did not have the second key ready so I had to wait on that as well. I went home pretty upset that I had a brand new car with a defect that I had to catch after financing and basically just felt rushed out the door by Jose. The next day I received automated emails from Jose showing all of the things he said he did in delivering my car such as showing all of the features of the car, setting up my first maintenance appointment, connecting my phone to the car, and showing if any damage was noted which he noted none. This really upset me because none of the things he checked off he actually did for us which revealed how horrible the service we received was. He also clearly did not inspect the car because I had to mention the large scratch on it as well. At this point we reached out to the sales manager and expressed our displeasure. When I went to drop off the car for the body work they said it would take an hour or two at the most and that I could take a loaner in the meantime. A couple hours before close I called twice to get the status of my car since no one reached out and could not get anyone in the service department to pick up. I messaged the sales manager and he told me that the car would be available the next day. I go to pick up the car and I was able to get my second key and Tess did a good job showing my features. The scratch again was not resolved and I had to reach out to the manager again to say it was unacceptable for a new car and we finally got it fixed. Overall worst experience ever!! More