This review is for the service department.
Top to bottom this was one of the worst customer service experiences I've ever had, considering I had used their service dept when it was Koeppel and it was not a great experience either.
I needed to have some minor bodywork done on my car as well as a drivers side window replacement. They had my car for 2 weeks, the first week with absolutely no communication (from Bernie, my service rep) or phone calls to either me or the insurance company when they "never got a fax" from my insurance - the car sat untouched for almost a week, and no one tried to contact me.
In addition, anytime I tried to contact my service rep I was put on long, extensive holds up to 20 minutes or was told my phone call would be returned and no one would ever call me back. I did finally speak to a manager who assured he'd be switching my case to another service rep, and told me there is a lot of turnover at this location now and things are unorganized and crazy. This manager also described to me how he "wasn't confident" in the work their body shop was doing and often had to send cars back (wow, that makes me feel great about you having my car!) Fine, but they still kept telling me my car would be ready the next day, and it was days and days until it actually ended up being ready.
When I got the car back there was a radio station I never listen to BLASTING when I turned the car on, my pepper spray keychain had been stolen/lost off my keys (another $10 down the drain), and the controls on my VW were all reset, so my phone, etc no longer connected to my car. Ther'es also a nick in the paint on my brand-new painted drivers side mirror. I am still trying to fix these issues now. ***WHY did they need to be touching the radio or bluetooth controls when fixing the outside body of my car?**
Then on top of it all, I was double-charged for a part on my car (paid for the part, and they used a different part and charged the insurance.)
I ended up having to walk across the street to the dealership to speak to a higher up manager because of course no one at the service dept could help me, they just offered me my oil change for free and 50% off my next service appointment (when I have NO plans to EVER use this place again!). It took almost 2 hours to get them to refund my part they double-charged me for, and after I went to the dealership I had to walk back to the parts dept to get it refunded. Nothing was done about my missing pepper spray or the fact that my car radio was messed with.
The amount of time I had to spend both in this place and at the phone dealing with these people during my work week was ridiculous, and I'd never use this place again, even for free. I've never had such a terrible customer service experience anywhere. I'd rather PAY and take my business elsewhere and plan on taking the car back to the place I bought it in NJ for my next service appointment.