Lithia Volkswagen of Des Moines

Service Waited 4 hours for my car and it came back with a scratch on the inside of drivers door and an oil stain on the carpet. Less than stellar service. Waited 4 hours for my car and it came back with a scratch on the inside of drivers door and an oil stain on the carpet. Less than stellar service. More

My wife and I bought our son a 2019 VW Golf Alltrack SE. within a month of him driving it he backs out of the garage and damages the drivers side exterior mirror. I called the service department and orde within a month of him driving it he backs out of the garage and damages the drivers side exterior mirror. I called the service department and ordered all the necessary parts and waited for those to arrive. I made an appointment and indicated that I would wait while the mirrors were being swapped out (parts department transferee me to service). I asked how long this process would take and I was told 45 minutes. I get there and drop off my car (there was really no introduction as to who was helping me) and I sat down in the waiting room. An hour later I was told that all the parts were not in and the mirror had not been painted. They had all my contact information in some other customers profile and I asked that this information be corrected and provided all the information. Weeks later I was never contacted and I had call and ask the status, made another appointment and arrive and hours later come to find out the mirror was not painted and I was told pick up my car. Again weeks later I never heard anything and call and make an appointment and then I’m informed the mirror was painted the wrong color. Again a week or goes by and I heard nothing and called and made another appointment. Get in and they do the work the can and the replacement mirror was super blurry and another one had to be ordered. Call again (come to find out my correct information has still not been fixed) get in and finally get the repairs completed and when I check out 2 issues happened A: the price was over a hundred dollars more that what I was initially quoted (Kyle told me 5e painting of the mirror was initially 50 dollars and come to find out it was 100 dollars, he miss quoted the price). B: I had to ask the cashier to correct all my information which she did. C: The second we got the VW I got the VS service credit card and when I went to use the cashier could not figure out how to process it, then asked me what it was and when I told her thought it was a gift card (even though your sales floor has many advertisements about this credit card). I get home and call the VW credit card company and advise that the card would not work and I was told that it was never even authorized by Lithia VW Service. My concern is that I bought a car with 5 year bumper to bumper manufacturers warranty that I’m concerned about if these future services can be completed by your location. I’m also in the market for a new car for myself and like the Atlas very much, but I’m hesitant about buying another VW if this is the service experience I could anticipate with potentially 2 VW’s. I spoke with Walker a number times and he was the only one that was on top of the issue and would follow up with the service guys. Sincerely, Benjamin Long (Ben) More

I brought my daughter’s Jetta in for an oil change and a new battery. I appreciated that Brian Braak provided a loaner Atlas for me to try. He is always a pleasure to work with. I was disappointed in the la new battery. I appreciated that Brian Braak provided a loaner Atlas for me to try. He is always a pleasure to work with. I was disappointed in the lack of organization in the service department. The service advisor struggled to apply coupons to the work and there was a long delay to get the invoice. There was discussion with the service manager that only one coupon should apply per visit, which seems unreasonable as I don’t have time to schedule multiple visits and would not have put a new battery in if it were not for the coupon. Upon finally leaving, I noticed the check bulb light was still on. This was one of the things I had requested be checked upon arrival and I thought it was pretty sloppy to let a car leave the service bay without addressing that. I seldom write negative reviews and hope this can be addressed before my next visit to Lithia service. I appreciated that a mechanic came out right away to replace the faulty bulbs but I was pretty impatient by that time, after waiting so long for my invoice. More