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90 Reviews of Metro Volkswagen - Service Center
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March 10, 2015
Common Sense Customer Service I purchased a 2014 Passat in August and had an issue with my tire after driving it off the lot. Long story short, enough time had past that the deale I purchased a 2014 Passat in August and had an issue with my tire after driving it off the lot. Long story short, enough time had past that the dealership had a right to deny my request to fix the tire on their dime; however, after explaining my story to one of the sales managers he agreed to replace the tire. Technically, he could have denied my request immediately but he listened to my problem and agreed to help. He'd rather have a customer for life than sell me one tire... That's common sense customer service. More
by johnnymattloyd
Employees Worked With
Myles Kykta
February 03, 2015
Never again So I have been a loyal Metro VW Irving customer for over 3 years now, we have purchased 3 new vehicles from them in the last 3 years ($120,000 + worth So I have been a loyal Metro VW Irving customer for over 3 years now, we have purchased 3 new vehicles from them in the last 3 years ($120,000 + worth). From the start they were great, I was always told that I didn’t need to make an appointment to get my car serviced, just bring it in between 0700 and 0730 and they would get it taken care of. So this time (Friday) I bring it in and they tell me that I will need to leave it because I didn’t make an appointment? I explain to the guy helping me that I have always been told that I didn’t need to make an appointment just to bring it in. That’s when he started talking to me like I was the xxxx under his feet, then turned and started to walk away. I ask him where I needed to go to make an appointment and he told me down the hall to the right. When I walked up to the desk to schedule the appointment, the only person in the room was a woman who started the conversation with “what do you need” I explained that I needed to make an appointment to get my car serviced. She couldn’t even bother coming up to the front of the room to have the conversation with me, instead she sat where she was and took my information and told me the next appointment that was available was the following Thursday. There is a part on the center console that was broken, so thinking that I could save myself some time, I stopped by the parts department and explained that I have an appointment next Thursday and would like to order the part that is needed so it could be all taken care of at the same time. The parts person said that he would be happy to order it but I would have to pay for it, I explained that the car only has 28000 miles on it and it is covered under the warrantee. He told me that I would have to bring it in so that a tech could evaluate it and I would have to have an appointment for that!!! I explained “again” that I have an appointment next Thursday and I’m trying to save us all some time, he responded that if I wanted to save time I would have to pay for the part. After leaving the dealership, I called Autobahn VW in Fort Worth and ask them when their next available appointment was and they said I didn’t need an appointment and to come right in! I got there and found them very friendly and courteous; they even gave me a loner car! Keep in mind that I didn’t even buy my car from them! Then Joe the service advisor explained to me that they would have to order the parts and that I could either leave my car with them or keep the loner for the weekend or I could come back and get my car. Bottom line is I got my car back on Monday and everything was fixed! Four days before Metro’s appointment to just start the process! As you can imagine, Metro VW has lost yet another customer for life and Autobahn has gain one. More
by Never again
Employees Worked With
Don't know
October 09, 2014
Sales and service I have never been happier with any dealership. I am 51 years old and have had many cars. My sales experience was top notch. Never pushed or hounded to I have never been happier with any dealership. I am 51 years old and have had many cars. My sales experience was top notch. Never pushed or hounded to death by a salesman (which is important to me). My trade-in value was fair, my new 2011 Jetta TDI price was more than fair and my four years of service experiences have always been a dream !!!! I like how I have been treated since day one, by everyone at Metro. But my service experiences have really blown my mind. I don't think I expect much but I do like to get work done right the first time, I want the service people to just be honest and I want my car back when they say it will be ready. I have had this type of service and more from day one and in these times.... it really seems like a miracle. I say more because every person I have ever spoken to or dealt with has been over the top polite and professional. And my vehicle has always been ready before promised and delivered with my car washed and dried. I don't know how this review reads... but I have referred family and friends to Metro if that tells you what I think of Metro VW !!!! More
by chipanderson
Employees Worked With
Keith, service
September 02, 2013
I had gone up there to have them look at my air and see why it wasn't working after picking it up there and they said it just went out so they told me 3 different parts went out in the air system and they why it wasn't working after picking it up there and they said it just went out so they told me 3 different parts went out in the air system and they quoted me 1300 when I took it elsewhere they checked and it was just the blower that went out and that was 450 they said other things went out when they didn't and then they checked my check engine light and had said I had a exhaust leak which wasn't true it was the sensor had gone and they quoted me 431 for the sensor and couldn't quote the rest till they looked at and then I had taken my car to 2 different VW dealerships one in Austin, Texas and other in Houston, Texas (Houston fixed my car) both dealerships said my belt was done wrong and to take it back to Metro Volkswagen so I do and when I get there they tell me I'm wrong and they are to cause you can't check a belt with a flash light needless to say they checked it with a flash light and said it was okay and refused to send it to the back and look at my belts have major lines in them that aren't suppose to be there the belts only have 1600 miles on them but Metro Volkswagen said it was fine I would not recommend going there on the fact of they try to replace things that don't need to make more money off of you and they are over priced and do t bother to tell u when you vehicle is done and don't call back till end of day and always have an excuse to why something is done or it took longer this place is a rip off it feels to me it's a scam...!!!!!! DO NOT GO THERE...!!!!! More
by 4697441928
Employees Worked With
Dereck Johnson
February 11, 2012
This was an email feedback that I gave to VW after my service in October. No response as of today 02/11 Hi, I would like to give an honest and unbiased feedback and that is why I put off sending th service in October. No response as of today 02/11 Hi, I would like to give an honest and unbiased feedback and that is why I put off sending this email for a week. First of all let me start by saying I did not get the service I expected or the one I am used to at you place. I don't know anyway to explain what was wrong without telling you what happened. On Friday (10/7) afternoon I called Metro VW to set up an appointment to replace my taillights. The reason is my old taillights were too dark to pass state inspection. The person who attended promptly set me up with an appointment for next day at 9.30, after getting information of my car model and year. However when I requested her on a quote for how much it will cost me, she was not able to answer it. So she put me on hold and transferred my call to another department. But I didn't get an answer there either, and after 5-6 transfers a gentleman attended the phone and asked for the information about my car and what needs to be replaced. When I mentioned taillights, he asked if it was body or trunk. I was not sure what needs to be changed to pass inspection. But I was sure when I came in the next day they will know as soon as they see my car, so to get an understanding of what it will cost I answered 'body'. A moment later he said its $140 each (left and right). I thanked him and ended the call. So far so good, and next day I brought my car for inspection and I was helped by a gentleman called Gordon. People kept referring to him as Peter so I will go with the same name. I told him my issue and he took a look at my car taillights and agreed it has to be changed. Once back in, he made a call to parts and they gave a $250 quote for each side. This is where I made a mistake, instead of ensuring what $250 was for, I assumed it was for entire taillight (both body & trunk) and agreed to the change. I did however ask if there was any discount and Peter obliged saying he will throw in a 10% on the parts. I thanked him and we also agreed to do an oil change since it was due. Peter said he will do a free tire rotation and I was happy with his customer service. I dropped the car and requested ETA which was estimated at 2 hours. So its 10.20 and I expected to get a call at half past noon and left with my friend. I was at my friends place and till 4 and I haven't received a call. I tried to call Metro and this was when my day started to turn worse. I waited in the call for 20 minutes and 5 people spoke to me without even asking what was I calling for kept putting me on hold. And the call ended automatically after too much delay and I tried again. This time after another 15 minutes wait I got Peter who said the car was ready for pick up. When I came to take my car for pick up I told Peter that the service today was not up to the mark and I am not very happy. He was courteous and offered me a discount for the trouble I went through and promised to work on improving the service. I decided that was good enough and went to pay my bill. I got a check for $673 and change with $100 discount applied. However the 10% discount on taillights was not deducted and when asked they said it can be adjusted next time I bring my car for service. I was not happy but didn't want to delay it any further. After paying my check I noticed my taillights have not been changed for the trunk. Only the body taillight have been changed and I was charged $220 (against the last day's quote of $140) extra for no reason. When I checked with Peter he said he cannot answer it as it was parts who decides the price and put me through parts. The guy who answered the call was very rude and said they never gave me a $140 quote and confronted me asking who answered my call. Granted I cannot prove I am speaking the truth to a third person, but to myself I knew I got a quote and I am not lying. But since I cannot prove I got a quote I hung up my call and decided not to visit metro VW again and completed my worst experience of the day. I don't know what this feedback will help achieve but wanted to mention a few things you might want to do to your future customers 1. When you give a quote stick to it. I don't know how a TV on Amazon will cost different for different customers. We don't mind paying extra if that is offset by good experience. But what we hate is when we know we were exploited 2. When you give a quote for a part (example: taillight) tell exactly what you mean by taillight. When I get a quote for taillight, I will assume it for what it is, a taillight, not body taillight or trunk taillight. If it has some variations it is your responsibility to ensure the customer know that so he can understand what he gets into 3. When attending a call don't forward it to people who cannot answer the issue. Answering to just put on hold makes no difference to being on hold. 4. Don't expect customer to know name of every person he talks to, especially when he is forwarded to 8-10 people every call. It is just a mean tactic and poor customer service in any standard which will score a point in the argument but will definitely lose the customer for you. I hope you appreciate this feedback for what it is and take some corrective measures so no other customer will have to go through the torrid time I went through. Thanks for reading this patiently. More
by GT_Dallas
Employees Worked With
Gordon "Peter"
May 26, 2011
I have been going to Metro for three years and I trust them completely. This is due to the professionalism and care of Peter in service. He explains things so I can understand and is a joy to do business them completely. This is due to the professionalism and care of Peter in service. He explains things so I can understand and is a joy to do business with. I bought my car used three years ago from Manuel at Metro and he is no longer there. I had a great buying experience too. More
by tschofie
Employees Worked With
Peter
April 16, 2011
I have taken my car here serveral times for different services and everytime they have been GREAT! I took it in on 4/16/11 for a brake problem that I have been experiencing for several months now. This services and everytime they have been GREAT! I took it in on 4/16/11 for a brake problem that I have been experiencing for several months now. This was not a dealership service issue it was a VOLKSWAGEN issue. The first time i took it in February they were very nice and explained what the issue was and that my brake system was perfectly fine. Unfortunately there was a horrible grinding sound that was due to rust/dirt particles but my brake pads were fine. After speaking to VW and them telling me they haven't had any other complaints (which is not true according to the dealers) I took it in and decided to go ahead and have the rear brake pads replaced to see if that helped. Peter was extremely helpful and listened to my complaints and told me it was an issue that they got complaints about daily. They were having an awesome rear brake special for $118 and to top it off they changed my 2 rear roters for FREE! I didn't even ask them to do it, they just knew the issues I was having and it was out of everyones control. Peter told me they wanted me to have a fresh start and wanted to do everything they could to make me happy with the car again. So a service that should have cost me $500 only cost me $118! Regardless of the free roters I would still highly recommend this service department to anyone. Thank you for listening and trying to fix a VW problem that they should fix themselves! More
by mh3778
Employees Worked With
Peter
October 20, 2010
I purchased my Jetta in 2006. The buying experience was very comfortable with NO pressure. The customer care was extremely good. Since then, I have had great experince with the service department in mi very comfortable with NO pressure. The customer care was extremely good. Since then, I have had great experince with the service department in minor warranty work and a minor recall as well. All was excellent and very customer oriented. Thanks, Aubrey More
by tayla85
Employees Worked With
Peter Smith
October 19, 2010
Metro VW Irving, TX Service department provides awesome friendly service. The Service Consultants that check me in are very courteous and listen to what service you ask for and may offer suggestions about friendly service. The Service Consultants that check me in are very courteous and listen to what service you ask for and may offer suggestions about why you should add or delay service maintenance. They always ensure that recall work is completed on your vehicle. They offer a ride back to work, home or I can wait in the waiting area with plenty of items to read along with free snacks and water. The cashiers are always professional and friendly and I really appreciate the free car wash! I highly recommend Metro VW Service department for your VW. More
by ps41353
Employees Worked With
Brad
September 27, 2010
I HAVE BEEN TO METRO VOLKSWAGEN TWICE AND BOTH EXPERIENCES WERE GREAT THEY HAVE REALLY WELCOMING STAFF,I WENT AT MY LUNCH HOUR AND WAS ABLE TO GET BACK TO WORK ON TIME.I HAVE NOT HAD MY VOLKSWAGEN EXPERIENCES WERE GREAT THEY HAVE REALLY WELCOMING STAFF,I WENT AT MY LUNCH HOUR AND WAS ABLE TO GET BACK TO WORK ON TIME.I HAVE NOT HAD MY VOLKSWAGEN PASSAT THAT LONG BUT I BOUGHT IT USED AND I LET THEM CHECK IT OUT AND THEY GAVE ME SO MUCH USEFUL INFORMATION THAT I WONT TAKE IT ANYWHERE ELSE. More
by thomass1
Employees Worked With
Kevin Lawless
