We bought our vehicle at Nalley VW. It had the best price, and we worked together with Tom Finnick. He was awesome! Tom Finnick deserves 5/5 stars!
While things seemed great during the purchasing process, it all began to change after the papers were signed and the car was ours.
The first thing that went wrong with Nalley VW involved the paperwork that we signed for the finance department on the day that we purchased our vehicle. We thought everything was complete, so we drove our car home. A few days later Nalley VW called us about three times urging us to come back to the dealership ASAP. Why? Because all our signed paperwork featured the wrong date (the wrong month to be exact)! How is that possible? Anyway, they sent us the new paper with FedEx and that case was solved with relative ease.
After having the vehicle for only a few days, I noticed our car had some MAJOR parts misaligned. During the drop off process for these issues to be addressed, I provided a document with detailed pictures and explanations citing every issue/concern. We took it to the Nalley VW and Matt Williams (former Nalley VW Service Manager) literally said: It looks like every other car; nothing needs to be done.
In addition to the misaligned parts, there was also a rattling sound coming from within the cabin. It was REALLY LOUD, so I took a video for reference/proof (also included in my documents for Nalley VW). Matt Williams later reported: Cannot duplicate customer’s issue. Nothing was done. At this same time, I had noted and reminded Nalley VW that I had tried to reduce the rattling sound with the installation of insulation foam. During our look around the vehicle when I was initially dropping off the car, Eddie Lee (Nalley VW Service Advisor) said: Well you could have created the rattling sound while you installed the insulation foam. Yeah…no…
After receiving no help from Nalley VW for the misaligned parts and rattling sound, I sought help from a different VW dealership. This Service Manager listened to my complaints, read the list of issues/pictures I provided citing those aforementioned problems. Thankfully, they were able to fix the alignment issues.
Only a couple of months later, the Check Engine Light began flashing in our seven month old vehicle. I took it back to Nalley VW, and they determined the car had a bad fuel injector that needed to be replaced. In order to conduct this repair, they informed me they would need to remove the front bumper, the head lights, and the grill. As soon as I received the news that Nalley VW was going to have to remove all these parts in order to replace the warrantied parts, I knew the body work would suffer from their lack of handiwork and attention to detail. After completing the repair and reassembling the vehicle I knew there would be problems with their work.
Just as I suspected when they put the car back together, the parts removed were no longer flush, and it was completely misaligned (worse than ever before).
I immediately called VW Customer Care. Unfortunately, they couldn't help me, because the new misalignment was not a warranty issue. Nonetheless, I took my complaints (again, all of which were documented with photos and explanations) back to Nalley VW, and they tried to get it right the second time.
Instead of fixing the issues cited (i.e. missing clips and screws, as well as newly cracked pieces of plastic, etc.) they actually broke more things! Also, I now have a scratch in the paint.
Here’s the kicker: they will not cover those costs, nor do they want to repair it!
The broken part? They argue: It is not broken, rather it just looks broken…besides it is not a visible part. The remaining misaligned parts? Well, they said: The gaps are within the threshold of the VW handbook’s standards.
Customer service: 0/5 stars!
They never pick up the phone. I must call the front lady and she says, I will let them know, and the next available Service Advisor will call you back. They NEVER called me back.
The only good thing about this place was their ability to provide you with a loaner vehicle…even though they later made up things, such as: you can't cross states with the loaner vehicle. They never told us such issues/rules prior to me escalating this issue with VW Customer Care, despite being fully aware that we live in a neighboring state.
Lastly, I just want to note that they never go with you to the car and talk about the things that they have done after your vehicle has been “repaired.” While they did review my issues/concerns when I was dropping my car off, they never once did it after work had been completed. Every other dealer I have conducted business with would at least take five minutes to review the things that they repaired.