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Nalley Volkswagen - Service Center

Alpharetta, GA

3.8
18 Lifetime Reviews Review Dealership

18 Reviews of Nalley Volkswagen - Service Center

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May 22, 2020

"Thank you so much Silvia for your help finding my first..."

- Gabby.taylor

Thank you so much Silvia for your help finding my first car!! You went above and beyond today making this happen thank you! Totally worth the drive!!

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Recommend Dealer
Yes
Employees Worked With
May 22, 2020 -

Nalley Volkswagen responded

Hello, thank you for taking the time to post your rating. Your review is very important to us, and we are really pleased that you had a positive customer experience with us. Kind regards!

September 16, 2019

"Great Service Experience"

- Cbuck24

Awesome experience with the team at Nalley Volkswagen in Alpharetta. Serviced our Atlas there this weekend. Kris was our service advisor and she was spot on and super friendly. While walking around the dealership we met the Sales Manager Jeff and General Manager John who, offered us cold drinks and even some lunch. The service manager Chris texted us the day after our visit thanking us and making sure we had a great experience. Class acts all around. If you want a dealership that treats you the right way, this definitely seems to be a good place. Go and see them!

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Kristen
July 18, 2019

"Fake multipoint inspection"

- sheepfu4

I go here for the oil change now, because the closer vw let me go home with dripping oil. The service is done quick. The free multi point inspection seems fake. I have a burnt out headlight but they gave me a green on that part. I also had a professional change a filter in my car, watching them change it. Had the filter changed 1 day before the oil change. Vw claim that it already needs to he changed again. So if they lie about these little things i would be scared about what they actually check. May need to go somewhere else and see if they do the same thing. Plus, the free car wash and vaccuum takes an extra hour after your service is done seems odd. After my service people were standing doing nothing because of the lack of vehicles to service. Becareful on what they tell you that needs fixing.

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Recommend Dealer
No
Employees Worked With
do not remember
May 03, 2019

"Avoid their service department if you value your sanity"

- SamanthaS

Do you enjoy mind blowingly bad communication? Are you a fan of broken commitments? Well then look no further friends because this is the service department for you! I purchased my 2019 Passat about 1.5 months ago at a dealership in Marietta. As I was driving it, I noticed a vibration in my dash. As the dealership I purchased the car was an hour away, I thought I would give Nalley VW a shot since it was much closer. We will call this a HUGE mistake. - I went on Saturday the 6th to take my car in for diagnosis. I was told oh sorry we don't do that on the weekend. Well okay then. - I was then told by Dave that I could bring it back and that they would call me on Monday to make arrangements for it to be brought in and provide me with a loaner. That call didn't come until five days later and I was told I had to bring my car in that afternoon or they couldn't get me a loaner. So off I went to Nalley again. - The experience taking my car in was fine. I wasn't a fan of the loaner as I had just brought in my pretty new Passat and they gave me a 2014 Jetta. - After 3.5 days I hadn't heard a peep (one of those days was a Sunday so didn't expect anything there). I finally called on day four to find out what was going on. I was told they had found the problem, ordered a part and it would be ready that afternoon. - After another two unanswered calls later that afternoon to see when I could come by, I finally had enough as it was almost 5pm so I decided to just go over there. As I was pulling in the lot, they called to tell me it was ready. - As I was driving home, I noticed two scuff marks on my NEW CAR interior that weren't there when I dropped it off. After two days, the vibration had returned. Yippee. - I received an email survey around this time and provided my honest experience (as described above). I received a call the next morning asking me to bring the car back, telling me they would have a loaner for me (or an Enterprise rental) that was at least on par with a Passat, and would detail my vehicle. I foolishly believed this would happen, and made an appointment for eight days later so they could have time to plan for the loaner. - I arrived for my third trip to Nalley 20 minutes early. I knew there was trouble when they indicated my paperwork said drop off and not loaner. - The service person at the desk went to check with the lady responsible for the loaner cars and she said that she never guaranteed any loaner. Eventually they decided they would call Enterprise to get me a rental. I was then sent off to the waiting room. - After waiting for 45 minutes, with yet again no update or communication, I had finally reached the point where I had enough. I went to the service desk, asked for the service manager and my keys as I wasn't about to let them touch my car after this mess today. - The service manager was very understanding and listened. I wanted to be clear the reason I would never return to Nalley VW was the horrid communication and the lack of trust I now have in their team to follow through on anything. So there you have it friends. If you need service on your VW, absolutely stay far away from Nalley VW.

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Recommend Dealer
No
Employees Worked With
Dave
May 18, 2019 -

Nalley Volkswagen responded

Samantha, I understand your frustration with the vehicle that you purchased at the other dealership. I thank you for the opportunity to try and resolve the issue you are having with the vehicle. I apologize that we did not fix the problem. With a rattle in the dash it can be very difficult to find and also very annoying to you. Our technicians did try to locate the noise without success. I understand that when our shop foreman asked to ride with you to hear the noise you were at your wits end with us and you did not want to spend any more time trying to find the source of the noise. I do apologize that we were unable to make you happy. I also apologize for the lack of communication from our service advisor, he should have let you know exactly what we had done and what we felt we needed to do to find the dreaded noise. As for the scuffs, we will gladly repair them if you are willing to come back and let us take care of them. Please contact me with any questions or concerns. You are a valued customer. Thank you

February 11, 2019

"They Don't Care Enough About Your Car"

- LastTimeVW

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.

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Recommend Dealer
No
Employees Worked With
Other Employees : Chris Davis, Eddie Lee, Chris Rogers, Matt Williams
May 10, 2018

"Told me to go with faulty brakes No regard for my safety."

- Nalleyvwsux

Long story short. I bought a certified pre-owned Passat from VW Jacksonville. Around 2 weeks after purchase the brakes were very flat and very hard. I took the car to Nalley Volkswagen in Alpharetta. This is where the fun begins: I had guarantees from Tom Bush Volkswagen in Jacksonville, who also spoke to Nalley Volkswagen in Alpharetta assuring them that payment of any repairs would be handled by Tom Bush Jacksonville. The service manager then decided after having spoken to Tom Bush sales manager that he was not prepared to do the work until the check arrived. The lack of good faith from Nalley VW to Tom Bush VW shocked me. If the branches can't trust each other why should the customers trust VW? The decision then fell to the service manager to ask for a guarantee in writing from Tom Bush that they would cover the cost as at this point it seems that Tom bushes word verbally was not good enough. The long and the short of it was that I was told to mosey on off with faulty brakes and as I understood faulty disks and calipers, as pointed out by the mechanic. Zero regard was given for my safety and zero regard was given to Nalley VW'S possible culpability had I been involved in an accident with no brakes. I called to complain and spoke to the general manager of the branch who flatly refused any wrongdoing on their part. I can say that had I had an accident that would have been on Nalley Volkswagen. Don't bother putting any complaints to the GM. You will get nowhere. The only good outcome of this was that the young man that helped me actually get my car serviced and repaired was absolutely brilliant at his job. I would use Tom Bush VW in Jacksonville for my services if they weren't 500 miles away.

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Recommend Dealer
No
Employees Worked With
Other Employees : Mat (Service Manager)
May 10, 2018 -

Nalley Volkswagen responded

Neil, I understand your frustration that we could not repair the vehicle and release it back to you without receiving payment. The selling dealer in Florida that sold you the vehicle that you stated only drove 200 miles before the brakes failed. When we inspected the vehicle it just had a pulsation, not a complete brake failure. It required that we replace the pads and rotors. Items that are not covered under the VW Certified warranty as they are wearable items. To Certify the vehicle the Florida dealer should have replaced them before Certifing and selling the vehicle to you. That indicates that we may question the way they do business and would keep us from accepting "their word" for payment. Unfortunatly the days of a promise to pay have been replaced by people that don't keep their word. Even the gas stations have changed to pre pay or cards only. We are in business with very good ratings and we have strict guidelines on releasing vehicles. We did ask if you wanted to pay and be reimbursed by the Florida dealer and you did not want to do that either, understandably so.. I apologize for the inconvience that this may have caused you. But I do want to thank you for the great rating on the job that we performed. We have excellent Certified technicians and we use factory parts in our repairs. As I mentioned before I would speak to the Florida dealer that sold you a defective vehicle. Please contact me with any future concerns and we hope to service your vehicle again.

February 24, 2018

"Awesome Service..."

- John D.

Incredible service. I cannot say enough praise about the young Man I dealt with, Joeseph Valadez, who was friendly, knowledgeable, and professional. He went above and beyond for me in giving me incredible service. I would also like to include the Mechanic, Richardo, and the Shop Foreman, Aaron Lenamond, also for their knowledge and professional service.

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Recommend Dealer
Yes
Employees Worked With
Joseph Valadez, Aaron Lenamond, Richardo (Mechanic)
December 12, 2017

"Excellent place for Volkswagen Service "

- Mtwilli95

Very knowledgeable and professional. Everyone was super nice and they even washed my car as well. I will definitely continue my regular maintenance with these guys

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Yes
Employees Worked With
Chad
November 14, 2016

"They deny what they promised"

- Td123

I recommend everyone who wants to buy a car to stay away from this dealer. Leased my current Tiguan 2015 on Aug 1, 2015. Sales name is Jerry McCoy. Had an agreement that the first 3 years/times maintenance are free offered. On Nov 2016, came here asking for the 2nd maintenance, told by their service team only my first maintenance is free. Guess what? they secretly took that away and asked you to sign the contract. Talked to the finance Manager Rich Mahoney, he is trying to sell me the maintenance for $30+ a month, this was what you promised when I was making the decision to buy the car! I drove from midtown ATL to Alpharetta 3 times just for this issue. They always say they are busy and ask you to wait. Then disappear for 20-30 mins. Throughout the process, he was super impatient. Please go buy a car there if you want a post-sell service like that.

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Recommend Dealer
No
Employees Worked With
February 25, 2016

"Nalley VW fails to do the simplest service correctly"

- cmcleod

Purchased a new 2015 Passat TDI from Nalley VW. Have taken it to them for the first three oil changes / service appointments. (these are free from VW) After the first oil change, the oil pan plug that had not been tightened by the service tech fell out and dumped all of the oil onto the street. Was going slow, and got the car turned off without damage. Had to tow the car back to Nalley for them to replace the drain plug, and re-fill the oil. Second oil change was drama free after I reminded them about the first one. Just had the third oil change / 30K service completed yesterday, and on the way home, the oil warning light came on...checked the oil, and Nalley had OVERfilled the oil by 1/2 a liter... which can damage the engine. I removed the excess oil with an extractor (I change my own when it's not free), and oil warning light is off... that's 2 out of 3 service experiences with Nalley VW that were wrong. AVOID GOING TO NALLEY VW FOR ANY SERVICE.

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Recommend Dealer
No
Employees Worked With
Nathan Slocum
Mar 14, 2016 -

Nalley Volkswagen responded

Hello and thank you for bringing this to my attention. I understand your frustration and apologize for your experience in our service department. Providing thorough and attentive service is our top priority so I regret that was not the case for you. Please call me at 678-710-3441 so that I can learn more about your experience and how I can make things right. John Prattes, General Manager

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