Napleton's Volkswagen of Orlando

Norelis is the best service representative at Napleton Volkswagen...she always make sure me and my Mercedes Benz is well taken care...she exemplifies great customer service as well as knowledgeable on any Volkswagen...she always make sure me and my Mercedes Benz is well taken care...she exemplifies great customer service as well as knowledgeable on any questions that I may have...I always leave satisfied by her as well as the service technician who works on my car...thank you Napleton for great customer service! More

Refused Federal Safety Recall on Vehicle with Active Fuel Leak I brought my 2015 VW Golf GTI to this dealership to have a federal safety recall performed (NHTSA 24V110 — suction jet pump defect that may c Leak I brought my 2015 VW Golf GTI to this dealership to have a federal safety recall performed (NHTSA 24V110 — suction jet pump defect that may cause a fuel leak and fire). The vehicle had a confirmed active fuel leak consistent with the recall condition. The service advisor confirmed that dealership staff noticed a strong fuel odor upon receipt. That confirmation is documented on their own repair order. The dealership refused the recall, citing the vehicle as heavily modified with an aftermarket fuel system. The fuel pump, wiring harness, and control module are genuine Audi OEM components within the Volkswagen Audi Group. In two formal BBB responses, the dealership was unable to cite any Volkswagen policy or NHTSA regulation authorizing a franchised dealer to refuse a federal safety recall on this basis. On the same visit, they completed a cosmetic service campaign while declining the fire-risk safety recall. Of three qualified parties who evaluated or worked on the vehicle — Knights Automotive, Napleton VW Sanford, and Napleton VW Orlando — only this dealership found the modifications to be an obstacle. Napleton VW Sanford completed the identical recall repair on the same vehicle two days later without issue. Formal complaints have been filed with NHTSA (Complaint #1818945) and Volkswagen of America (Case #07490507). If your VW has been modified in any way, be aware that this dealership may refuse federally mandated safety recall repairs on that basis. More

Nore in service and Roy in Sales are both amazing. I highly recommend them both at Napleton in Orlando. Great customer service and communication. I highly recommend them both at Napleton in Orlando. Great customer service and communication. More

Clean place nice staff and courteous. Not so pushy when waiting in service. Sales comes over to try and sell you a car. But she was nice and didn’t bug me. Overall pretty good experience Not so pushy when waiting in service. Sales comes over to try and sell you a car. But she was nice and didn’t bug me. Overall pretty good experience More

I have taken my car to Napleton VW of Orlando several times over the past few years for a reoccurring issue. Each time the service staff have been professional, kind, and helpful. Roger has gone above an times over the past few years for a reoccurring issue. Each time the service staff have been professional, kind, and helpful. Roger has gone above and beyond to make sure that I and my car have been taken care of properly. Occasionally I have had long waits for parts to come in, but that is not the fault of the dealership or of the people working there, just a reality of current times. I will happily continue bringing my GTI to Napleton of Orlando for any future service needs. More

Thank you to Roger Phipps of the Service Department. My husband and I were in Orlando for a work related event. Our VW had several service lights come on, and being over 900 miles from home we were a bi My husband and I were in Orlando for a work related event. Our VW had several service lights come on, and being over 900 miles from home we were a bit overwhelmed. My husband contacted Napleton's Volkswagen of Orlando and Roger immediately understood our situation and was able to get the car serviced that day. The needed part had to be ordered and would arrive in five days, however, once the part arrived he made sure the car was repaired that day. Our need for a car during our trip was also addressed and they had a rental available for us. Our return home was delayed by only one day, thanks to the excellent service provided by Roger Phipps, Nori Garcia and other members of this incredible team. All this occurred while their CDK Software was down globally. Thank you! More

Thank you Giovanni and Efraim for the amazing help and cover of our recent car return! cover of our recent car return! More

Nori the service advisor was super sweet upon walking into the dealership! Always a wonderful experience! into the dealership! Always a wonderful experience! More

Just brought my vehicle in for service that I bought about a week ago due to a steering noise when rotating the steering wheel. I had no extended warranty but that did not stop the GM Allan and Sales Ma about a week ago due to a steering noise when rotating the steering wheel. I had no extended warranty but that did not stop the GM Allan and Sales Manager Jonathan from trying to ease my worries. They told me to bring my car in and I was thinking it was something expensive. Thankfully it was just low power steering fluid. While the car was there they did a full inspection on the vehicle, no other dealership would have done that. I love their honesty and dignity toward the customer and took care of the problem with no charge. If you are looking for a great dealership for a used or new car look no further than Napleton’s VW of Orlando. They did the right thing while others would have not. I trust them and look forward to dealing with them in the future, I hope you do too. More

Recently had to take in our 2012 Passat for a new ignition cylinder. There was some confusion/miscommunication regarding the availability of the part(s) and when they would be off of backorder. Given ignition cylinder. There was some confusion/miscommunication regarding the availability of the part(s) and when they would be off of backorder. Given the age of the vehicle and the uncertainty of parts delivery, we decided not to move forward with the repairs. Since the part ordered was specific to the vehicle, I was originally going to be charged for the part. However, I spoke with the Service Director, John Cappa, and explained the situation. John was very receptive to my concerns with being charged for the part and rectified the situation beyond my expectations. I have always been happy with the repair services at Napleton's and greatly appreciate John's going above and beyond to ensure customer satisfaction. More