Luther Burnsville Volkswagen - Service Center

This place has gone down hill in the last few years. I was pleased with the service my first couple years, but after a courtesy driver crashed my car, and then a brake inspection four months and less th I was pleased with the service my first couple years, but after a courtesy driver crashed my car, and then a brake inspection four months and less than 10k miles after a prior one showed a loss of 5mm in pads and damaged rotors, I wonder if the first instepction was even done. I won't be returning. More

I don't typically write reviews, even for negative experiences, but this place has finally given me a reason to due to how inconvenient the experience I had was. To start, I had an oil leak in my VW G experiences, but this place has finally given me a reason to due to how inconvenient the experience I had was. To start, I had an oil leak in my VW GTI. I have an aftermarket warranty and decided to take it to VW to fix it, as out of all places to fix my car, they should be the ones to do it correctly and efficiently (I was wrong on both fronts). First, they fixed my timing chain cover gasket and did it in a timely fashion. They mentioned there was residual oil and that it would be $100 to fix it. I thought that was odd because I thought that would be part of fixing my leak, and not to forget, my car is under warranty, so I don’t know why I would have been on the hook for that. At this point, I thought my car was fixed. I picked it up, got it cleaned elsewhere, and the first day it didn’t leak at all, and I was happy with my experience. That didn’t last. Every day after, I’ve been leaking oil. To give the benefit of the doubt to the person who cleaned out the residual oil, I parked on the street and monitored it closely. After a month, it was clear to me that this is not residual oil from improper cleaning. This was a leak, and I think that’s indisputable. So, I took it back Friday the 22nd. By 4:40 that day, they called me back. Brad Knudson, my service advisor, proceeded to tell me that there actually was not a leak, so all the oil leaks I’ve been experiencing for the last month were all residual, and the person who cleaned it didn’t do a good job. For context, I watched the technician clean it. I got it done at a dealership that I trust. Brad told me with full confidence the past month of leaking oil was all residual. I didn’t believe an ounce of what he was telling me. I happened to be busy and had to leave it overnight. I picked it up Saturday morning with a buddy of mine who knows the whole story, as I’ve been venting to him since the phone call I had with Brad. We got there, and I took my keys and backed out my car. I told my buddy to watch and look for any leaks due to my skepticism. To my surprise (there was no surprise), there was a small pool of oil. At this point, I truly began to become frustrated with Brad Knudson and Burnsville Volkswagen. I feel as if I was neglected and disrespected by Brad, and he wasn’t taking me or my issues seriously. The reasons why, I do not know. I gave the keys back to a different service advisor, and she passed it on to Brad. I told her, as I told Brad the couple of times before, to keep the car as long as they needed—I just wanted my car fixed. I understand that finding and fixing these issues isn’t always easy. My car sat over the weekend, and I got a voicemail Monday morning from Brad telling me that the issue was my drain plug and a specific washer with it. This completely contradicts the claim Brad made three days prior, saying there was no leak at all. In that phone call, I made sure I didn’t misunderstand Brad either. He was sure of it. At this point, I would consider this a misdiagnosis. Regardless of whether I had another issue before or not, I came for a leak, and they said there was no leak. Yet, in their own parking lot, my car was leaking. I’m sure many reading this would consider this a misdiagnosis also. In that voicemail, Brad said to get this done wherever I got my last oil change, rather than correcting his incompetence and showing compassion like I had shown during the last three visits, and offering to fix it themselves—mind you, the car is in their lot. I left a voicemail, and he called me back saying that the fix is an oil change. Nothing too major, thank God, but I felt that after the last month of subpar treatment, it was only right for them to cover the cost of the oil change. Mind you, their cost is lower than my cost of $107. In my and Brad’s five-minute phone call, he was disrespecting me right away with a rude tone and talking over me to the point where I had to tell him it was my turn to speak. More

I felt slighted because I saw and heard them offer other customers a coupon for a free car wash and all they told me was that they were not doing car washes today. I was under the impression that they wer customers a coupon for a free car wash and all they told me was that they were not doing car washes today. I was under the impression that they were not doing car washes because of the weather, but why did they not offer me a coupon for a car wash? I don't want to rate the people who I worked with because I did not talk to most of them. So I'll say average for all of them. More