Ourisman Subaru of Waldorf

Communication Breakdown at Waldorf VW Service Dept. On a friday, I set up a 10:15am appointment for the following monday to have my fuel pump timing adjusted on my 99 Beetle TDI. (a fifteen minute job, On a friday, I set up a 10:15am appointment for the following monday to have my fuel pump timing adjusted on my 99 Beetle TDI. (a fifteen minute job, half hour tops, I expected to pay for full hour, no big deal, Waldorf VW is the only place in an hour radius that has the tools needed to perform this) On friday's phone call I was assured the schedule was wide open for the entire week. Sounds great! I arrive at the service desk on monday at 1015. I stood there an awkward 5 minutes until I was greeted (I mean I don't really care personally but I know how customer service is supposed to go)They have no clue who I am, no record of my appointment. An hour goes by, I see my vehicle hasn't moved in the parking lot the entire time. They call me up to the counter and give me a quote for a new fuel pump. No thanks, I drove the car an hour from Lexington Park that morning to arrive in Waldorf. The pump itself is working fine. When I filled out my information on their clipboard I wrote a note with exactly what I needed to be done. But I explained it again, the guy behind the counter didn't understand what he was quoting me for, and didn't understand what needed to be done, so I explained to him. No big deal. I wait again, another hour, This time he explains to me that it will take three hours, and quotes me $451.17 or some ridiculous odd number just over 450 that sounds precise. I calmly and politely ask, "may I speak to a technician or a manager who understands what I would like to be done, because speaking through you to the magic man in the back with the answers is not in any way efficient." Guy says "sure, it will be a minute though he's tied up in a job." half hour of waiting later, it dawns on me, if they can't even facilitate executing the basics of communication or customer service the right way, how in tarnation are they going to facilitate getting cars fixed the right way? So I kindly asked for my keys and walked away. Forgive me, I am relatively new to the area, but do I need to make a scene to get what I need accomplished around here? Yikes. Moral of the story, pay attention to the details, the little things, check your vehicle's fluids regularly, avoid Waldorf VW service if you can, even if its your only option to get you car fixed to spec. Rant over. P.S. My name is Jarod Johnson, hunt me down or spam my email if you're that bitter, I only put my name here because maybe theres a chance you guys will call me back with an actual appointment; see I still have a car that runs a little rough and no current solution in sight. More

2014 Passat Service, the Mechanics workmanship are Terrible I wrote to them two different times on one terrible service and they still have no corresponded with me. They left dirt/oil all over the hood and sid I wrote to them two different times on one terrible service and they still have no corresponded with me. They left dirt/oil all over the hood and side door of the car and on the inside their were grease spots on four different places. When o left the lot, I smelled oil right away and stayed for 3 weeks. I wrote to them about this right away and nobody responded. I wrote to them again recently and still nothing! These guys have an old outdated waiting area and I highly recommend not taking a chance with these guys!! More

Dealership needs improvement 1. I had to negotiate to get the price advertised on THEIR website???? Ended up paying slightly more. 2. Finance person made me wait 2 hours before 1. I had to negotiate to get the price advertised on THEIR website???? Ended up paying slightly more. 2. Finance person made me wait 2 hours before I could get into her office on a Tuesday afternoon. There were 4 other customers in the building?? 3. Went to the service department to ask a question about a warranty issue. Had to wait 20 minutes to talk to someone. Guy at the desk is stressed out of his mind. Running around like an idiot trying to find someone to help him. Got aggravated by impatient customers. Then, when I finally did get to ask my question to the desk guy, he made me wait another 45 minutes to talk to the service manager. Service manager spent 10 seconds looking at my car, wrote the VIN on the palm of his hand and said "I'll call you." He never did. Contacted the GM and everyone was very apologetic. Can't imagine ever taking my car there for actual work. More