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Rosenthal Fairfax Volkswagen - Service Center

Fairfax, VA

2.1
31 Lifetime Reviews Review Dealership

31 Reviews of Rosenthal Fairfax Volkswagen - Service Center

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November 05, 2020

"Took our Passat in for oil change, inspection and..."

- easthamw

Took our Passat in for oil change, inspection and detailing all scheduled in advanced. They said they completed the work but did not have time to do the detailing, would have to reschedule. We discovered upon returning home they did not replace the sticker for the inspection. Had to return, they had not completed an inspection, waited while they completed the inspection. We rescheduled the detailing. Upon removing material from the truck in preparation for the detailing, we discovered the truck was very wet and water was all over several of the items in the truck. Someone at the dealership had cleaned out the truck rim apparently using a hose (we had requested as part of the detailing to ensure it was cleaned). Perhaps the car was left out in the rain with the truck open, the passenger window was also down and some water inside the car. We complained upon returning for the detailing, it was ignored, even though we pointed out several items would need to be replaced and there may be an issue with the truck liner as a result of their negligence. While we had scheduled all three items, it took three trips and they have still not addressed the issue of the car truck. When we picked up the car, the issues with getting the truck wet was not addressed. If they thought there was another issue, you would think they would say, we checked the truck, did not happen. We have called a total of six times, always in a meeting and does not return calls, Have owned eight Volkswagens in the past 30 years. We will never use this dealership again, extremely poor service, will not address issues, will not return calls. You would think a billion-dollar company would have a better handle on customer service, they do not care about long time Volkswagen customers. Next call to Volkswagen of American, at least they respond to customer concerns.

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Recommend Dealer
No
Employees Worked With
Elliott Anderson, Julio Cepeda
September 09, 2020

"Every time I get my car serviced here, I regret it...."

- lex2014

Every time I get my car serviced here, I regret it. Constant upcharging and I only blame myself. For instance, each time they tell me the diagnostic fee will be rolled into the repair and each time it is not for one reason or another. They tried to get me to pay for $$$ of unnecessary repairs and when I said no, they fee gets added back. Technicians are so so. Much better off getting your car fixed at your neighborhood gas station. Kept my car for over a week claiming they were busy while other customers come and go. Scammers. I took my car here because I used to trust dealership technicians, now I do not. Stealership.

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Recommend Dealer
No
Employees Worked With
Wyatt
August 08, 2020

"Terrible Place to Go"

- Digusted

Paid Rosenthal $525 to fix my hatch door. Works only sometimes, whenever it wants. They broke two fobs on two different occasions and cracked my battery case. Horrible, horrible service. When I confronted them, they put it on me. "We don't know if those fobs worked. They even ripped off the panic button on my fob this last time just several weeks ago. I went there for help and they did more damage than anyone should be exposed to. Customer service has to be a negative 10. Run the other way!!

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Recommend Dealer
No
Employees Worked With
Abdul, (He was nice, but I needed support, and to be assured they'd do a good job. They didn't.)
July 02, 2020

"Every time I take my car to this dealership I regret my..."

- Bsobhany

Every time I take my car to this dealership I regret my decision, almost immediately.... This is the most recent incident: They charged me diagnosis fee twice for the same issue. I'm not going to bore you with the details but they quoted me $4,200 to replace a turbocharger. I contacted several independent shops and the most expensive quote was $2,635 ($2,225- $2,635). I mean I understand that you have to make a profit but seriously???? I'm starting to think that these guys have no idea how to fix their own cars... They take your car to one of these independent repair shops and make a profit in between... PLEASE PLEASE PLEASE call around before committing to these people!

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Recommend Dealer
No
Employees Worked With
DJ
March 17, 2020

"These people are professional scammers. They will set you up"

- teamhashesh

Protect your pockets and do not go to any Rosenthal Establishment. They will purposefully hide information about vehicles from to maximize the amount of money you need to spend. In the event they do a xxxxty job of repairing your vehicle they will take no responsibility. Avoid this place at all cost.

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Recommend Dealer
No
Employees Worked With
Eeverybody and they mama
November 12, 2019

"I’ve been taking my VWs to Fairfax Volkswagen for over..."

- carguy2019

I’ve been taking my VWs to Fairfax Volkswagen for over five years...or more accurately, I’ve been taking them to Leon King. The dealership itself and service center as a whole is *maybe* 3 stars (a solid 2 for their sales department). From a sales perspective, Sheehy in particular is far better and Alexandria at least has much better pricing. However, despite the moderate dumpster-fire Fairfax VW tends to be, I still take my car there for service. Why? Leon is why...he’s by far the best VW service manager in the DC metro area I’ve met. He’s very knowledgeable, always good natured, a great communicator, and a joy to work with. Absent Leon, I wouldn’t set foot in Fairfax VW...so I guess you could say I endure that dealership to deal with Leon.

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Recommend Dealer
Yes
Employees Worked With
Leon King
Nov 14, 2019 -

Rosenthal Fairfax Volkswagen responded

Thank you for taking the time to share your experience with us and for the kind words regarding Leon! We truly appreciate it and we hope to see you again. Best, Fairfax Volkswagen

October 07, 2019

"Saleperson “Brian Lee” said my pre-paid monthly fee can’t..."

- Roxy

Saleperson “Brian Lee” said my pre-paid monthly fee can’t be refunded back because I am no longer leasing out a vehicle at vw. My monthly payment was always due 6th and I returned the vehicle on 5th. I had to call the customer service and finally got a refund. Brian Lee is the worst saleperson ever. Don’t ever buy out a car from him.

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Recommend Dealer
No
Employees Worked With
Brian Lee
July 22, 2019

"Pete Herman"

- sayeh33

Letting everyone know, that Pete Herman is here at Fairfax VW. I own two VW cars (GTI & Golf R) and if it were not for the excellent service that Pete Herman provides I would have changed to another make. He provides excellent customer service.

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Recommend Dealer
Yes
Employees Worked With
Pete Herman
Jul 30, 2019 -

Rosenthal Fairfax Volkswagen responded

Thank you for the kind words and 5-star review! We truly appreciate it and hope to see you again. Best, Fairfax Volkswagen

June 07, 2019

"Horrible Service After the Sale!"

- Marine CWO

I purchased a 2019 Passat SE R-Line from this dealership in Nov 2018. I am an active duty Marine stationed in Quantico, so there are definitely closer dealerships, but I was able to negotiate a fair price with Fairfax VW (probably bc it was the last day of the month). So, I made the 1 hour drive to purchase the car. The sales experience was okay, nothing stellar but not horrible either. Within a week of purchasing the car, the remote start system stopped working. I made an appt and took the car into their service department to get looked at. I waited for over 5 hours even though I had made an appt and we were never offered any type of courtesy shuttle service or a loaner vehicle. I had my 10 year old son with me and we had to walk 20 minutes down the road in heavy traffic to go get something to eat. After 5 hours of waiting, I was told it was due to a software issue and that VW was currently working on a solution. I expressed my frustration to the Service Manager, Gary Mellett and the Sales Manager (didn't get his name), and I was promised in writing that I would receive two months of car payments from the dealership for my troubles. Long story short, its now been 7 months and there is allegedly still not a solution for the "software issue." I went through the coldest months of the winter in Northern VA without a functioning remote vehicle starter, despite this being one of the main reasons for purchasing the car in the first place. Now we are getting into the hot months of summer and my car's remote start still does not work. To add insult to injury, the dealership has become completely unresponsive to my calls for information. I have called at least once a month, speaking to a different service rep each time, who all seem oblivious to the alleged software issue. Every time I have called I have asked to speak to the Service Manager, Gary Mellett, and every time he is allegedly not available, or in a meeting. I have asked the service rep to leave a message for Gary to call me and have called Gary's direct line and left messages. To no surprise, he has never once returned my call. Lastly, surprise, surprise, I only received one check for one month's car payment, not the two I was originally promised. Since I have it in writing and the dealership is being unresponsive, I have filed claims with VW Corporate and the Better Business Bureau. If this doesn't resolve the issue, I will seek legal action. Bottom line: DO NOT BUY FROM THIS DEALERSHIP! They only want your money and don't care anything about you once the sale is complete and they have it. Take your business else ware.

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Recommend Dealer
No
Employees Worked With
Gary Mellett
Jul 30, 2019 -

Rosenthal Fairfax Volkswagen responded

We are truly sorry to hear about your experience with us and appreciate you bringing the matter to our attention. If this has still not been resolved please let us know. Our email is careteam@fairfaxvw.com. Sincerely, Fairfax Volkswagen

February 15, 2019

"This place is a scam"

- amccullough

Zero stars is more accurate. At the end of December our VW Routan decided to not start. As we'd had erratic starting and electrical issues with the car prior to it not starting at all, we were confident that there were some serious issues so we had the car towed to this dealership since we bought it from them. We alerted them of all the issues, but they diagnosed it as a battery issue and we authorized them to replace it ($294). When I went to pick up the car, it started and then it stalled. I eventually got it started but I alerted the technician and he said to take it home anyway since it did eventually start. So, I took it home. The next morning the car wouldn't start at all. I had it towed back to the VW dealership. Upon their 2nd diagnosis, they told me it was definitely the TIPM but they were going to have a VW engineer look at it to make sure nothing else was wrong. A couple of days later, they informed me it was NOT the TIPM but the fuel pump. So, I had them replace the fuel pump ($944). Three weeks later upon pick up - it started then stalled. Then it would crank but not turn over, the VW technician witnessed this as well and tried himself with the same result. I refused to take the car with these issues, so they kept it to test. The next day they said they couldn't replicate so they made us take it home. The next day the car stalled AS I WAS DRIVING WITH KIDS IN MY CAR! Luckily, I was able to glide the car over to the side of the road. I immediately called VW and the lady (Terri) said she'd send a tow right away and call me back, this was at 9am. I waited for about 30 mins for a tow truck or a phone call - she did not call me back until 11:08am. At this point, I had already gotten myself home. After $1200+ and a month of being without our family van, it is STILL NOT FIXED. Their solution is for me to bring the car back to them...undoubtedly so they can charge me MORE to NOT FIX MY CAR. We had planned on using our Routan for a very long time, but at 77k miles...it's now worthless.

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Recommend Dealer
No
Employees Worked With
Terri, Greg
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