Santa Cruz Chrysler Dodge Jeep Ram Volkswagen - Service Center

We have a leased vehicle through Santa cruz VW, and just had to bring it in for the "20k service" . We only have 9000 miles on the car, but they said its mandatory "because of the time" ok, I get it..leased had to bring it in for the "20k service" . We only have 9000 miles on the car, but they said its mandatory "because of the time" ok, I get it..leased car & rules. Whatever. Except they presented me with the list required for the service, which came to $600 ! Google "20k service estimates" and you'll understand my shock. Oh, and that was the very minimum service too...they tried to push the $1000 one.. mind you the car has ONLY 9000 miles on it. The itemized list of charges included $59 for wiper blades . I had just replaced them myself not 30 days prior, so why would they replace them?!? Another was the $40 "battery cleaning kit" .. seriously. The lease ends in June, and we have already decided to buy the car outright, then NEVER set foot in that dealership ever again. I write this because the service manager never returned my call to discuss the service. Lesson learned, sc volkswagan is a great place to get ripped off. More

The service department is incompetent, dishonest and unprofessional. After being a loyal VW owner for 28 years and 13 VWs, my experience with this dealership has convinced me to never buy a VW again. Th unprofessional. After being a loyal VW owner for 28 years and 13 VWs, my experience with this dealership has convinced me to never buy a VW again. The service department does not value their customer. They will keep your car for ridiculous amounts of time, tell you your valid warranties are not valid, will not respond to calls if there is an issue after service and will not take responsibility for their failure to perform their job. I was told by Mark the service manager that it is my responsibility to maintain my car. I thought that’s why I brought it to them. The worst service I’ve ever encountered, rude, unprofessional, incompetent and dishonest. More

Dodging phone calls and lying This review is specific to the service department. On 7/2/19, my car was dropped off to Santa Cruz Nissan dealership by my son, with a compl This review is specific to the service department. On 7/2/19, my car was dropped off to Santa Cruz Nissan dealership by my son, with a complaint of losing coolant fluid. Their diagnosis was a water pump failure, and repair parts were ordered with an expected delay due to it being around the July 4th holiday. I attempted to contact both Service advisor Rick Torres and the Service Manager (Mark) on 7/8/19, but apparently neither individual works on Mondays. I contacted Torres the next day on 7/9/19, before repairs had begun on the car. During the 5-minute conversation held on speaker phone, I specifically asked Torres for the replaced part to be provided to me (the cooling system has just been flushed 2 weeks earlier when my son was home, and I wanted to check that part to see that work was not the cause of the damage), and my wife, who was seated next to me in my truck during the phone call, clearly recalls Torres saying that the part would be placed in a box in the truck. The vehicle was retrieved late in the day on 7/10/19, but the replaced water pump was not in the trunk. My son called Torres the next morning (7/11/19) and was advised that they would look for the part and return his call within twenty minutes. My son never received a phone call back. I then called Torres the morning of 7/12/19 and asked him to call me. I have never received a phone call back. I tried once again and left a message for Mark on 7/24/19, but have never received a call back. Ultimately I filed a complaint with Bureau of Automotive Repair and a dispute with the credit card company. The dealership response blatantly lied claiming that I did not request the part until 2 days after the work was complete, and tried to rely on the state auto repair act saying we should have requested the parts be returned at the time the order was placed, without even acknowledging their service advisor agreed to provide the part before the actual labor was commenced. I might have understood an honest error, but dodging my calls and blatantly lying is reprehensible. All this lying and dodging leads me to believe that the part did not need to be replaced, and the dealership was simply trying to take advantage of a college student by performing an expensive, unnecessary repair. More

Santa Cruz Volkswagen has the worst customer service. My Volkswagen vehicle was in the service department for over five months, no support with a loaner car. I had to pay for a rental car ... and the manage Volkswagen vehicle was in the service department for over five months, no support with a loaner car. I had to pay for a rental car ... and the manager and Rick have the worst customer service. Worst experience of my like... never again will I be buying a Volkswagen vehicle, definitely this car will be returned to the dealership. I recommend you don’t get your car service here. More

Kept my car for almost two months I am currently having the worst experience at Santa Cruz Volkswagen Dodge I bought a Srt8 from them lest than 5 months ago I have had to have the moun I am currently having the worst experience at Santa Cruz Volkswagen Dodge I bought a Srt8 from them lest than 5 months ago I have had to have the mounter mounts replaced the rack and pinion the alignment and now the transmission bearings brakes I mean the list goes on and still no vehicle this dealership gives u the run around slow plays every situation ignores me as the customer I’m hoping that I can give some kind of a good review soon but right now this place is horrible customer service is terrible.Update dealing with Charlie sales manager is helping out with my vehicle great customer service very helpful. More

Poor Service Damaged vehicle My wife and I purchased a new 2018 Challenger. A week later we brought it to the service department to have factory fog lamps installed. I was told it My wife and I purchased a new 2018 Challenger. A week later we brought it to the service department to have factory fog lamps installed. I was told it would take approximately 1.5 hours to install. I arrived at 10:45 for my 11 a.m. appointment. I returned at 2 p.m. to pick up my car. I was told it would be another 20 mins. 40 mins. later i found a service guy and asked about my car. He came back about ten minutes later and told me it would be another 20 mins. This process repeated several times. Each time i was told it would be another 20 mins. When I asked to speak with the service manager, the tech refused. I asked three times. Each time he refused to go get his manager. I then went and found the sales manager who went back to find him. They returned about 10 minutes later. The service manager told me I should not have been quoted an hour and a half. He asked who had told me that amount of time. I told him his service tech. he said "Oh." They then offered me a hoopty rental. At this point we are several hours in to the project, I tell them to go ahead and uninstall everything and return my vehicle. He says he will go check on the time remaining. He returns and tells me, wait for it.... about 20 minutes. This time it is ready. The roll the new car out. Guess what? There is a noticeable ding in the body line on the right hand side near the tire. Initially, the service manager says that I probably got that in a parking lot. I point out that those type of dings happen around the door area. I also point out that when I dropped the vehicle off we did a walk around. No dent. The service manager agreed to not charge for the labor, but to date no satisfaction on the dent issue. AVOID THIS DEALERSHIP!!! More

Issue after issue and issue after issue... This is just one of many issues I have had with their service department. One of my last service appointments was to replace the rubber strip under t This is just one of many issues I have had with their service department. One of my last service appointments was to replace the rubber strip under the hood, as it was coming loose. First visit, they need to order the piece. Scheduled appointment. I dropped my car off at 7:30am, they had Uber take me to work. I go to pick up my car at 5 and I was advised they couldn't fix it because rivits were needed and they didn't have any. I scheduled another appointment. Uber to work and back. I go to pick up my car and I'm told, they couldn't fix it AGAIN because the rivits required a specific gun to install them and they don't have one. I'm BEYOND frustrated at this point and didn't make another appointment. In THIS NEW instance I brought my car in to have the windshield wipers looked REPLACED (after market wipers, that THEY installed with out telling me until I went to pick up my car, because of course the right replacement was not in stock) I wanted to have them replaced because the wipers were stuttering every time I turned them on. (prev visit, he just 'cleaned them with alcohol and called it a day) They continued to stutter. I also mentioned to look at the phone charger outlet, as it was not working. Fast forward to when I pick up my car last night. I was advised, because he couldn't reproduce the stuttering with the wipers, he could not justify replacing them (even though I bought them a few weeks ago during ANOTHER visit) I was not going to continue to argue with them over if my car was in the sun, or too cold, or sap on the window or dust, or not enough wiper fluid etc... I said to forget it, ill replace them on my own. Before I checked out, he wanted to show me that the wipers didn't stutter. Mark got in the drivers side and tried to start the car. NOTHING. I was horrified. It would not start. He pushed the break, pushed the start button and yanked back and forth on the gear shifter to 'put it in park'. Mind you, it was ALREADY in park. He, Mark, and Dave (I believe) the service manager, and another tech tried to get the to start. Nothing worked. I HAD to get to school. They said they don't know what the problem is and wanted to know what I wanted to do. I was so confused. At the very least, they need to return the car to me in the SAME condition as I left it. Which is IN PERFECT RUNNING CONDITION! They FINALLY agree to give me a rental at no charge as long as I provide copy of DL, proof of Ins and a credit card (for incidentals??). I noticed on the service contract, after I got to class, it says 'CUSTOMER STATES THE ENGINE WILL NOT START; IGNITION IS STUCK IN THE ON POSITION'VEHICLE THINKS THE SHIFTER IS IN DRIVE. CHECK AND ADVISE. First of all, CUSTOMER DID NOT state the engine will not start. DODGE said they couldn't get the vehicle to start to give me my car back!!! When all I wanted was my dang wipers replaced!!! I received a call this morning stating they haven't had a chance to get my car in the shop and that they will need it for a few more days. WHAT??!! My cars appointment is left over from yesterday! How is my vehicle not a priority?! I was also advised, the rental they loaned me last night was a 1 day courtesy and if I wanted to keep it longer, I'd have to pay $40 a day. I'm ready to throw up at this point since they are not making my vehicle a priority and who KNOWS how long they will have it. I'm also advised that they have no idea what the problem is. Although, when/if they figure it out, they will do their best to see if it is covered by my power train warranty and if it isn't, he will be happy to write up an estimate for me. I feel THEY did something to cause this intentional or not and I should be provided a rental free of charge while they figure it out and my car should be priority. My car was running fine. Never had I had a single issue with it starting or driving. Do I need to seek legal advise? More

I was robbed on their lot Go to a different dealer! Your car will get broken into! They don’t have working security cameras and don’t add any security to protect your prop Go to a different dealer! Your car will get broken into! They don’t have working security cameras and don’t add any security to protect your property that they take possession of. Instead, they keep taking customers, let their stuff get stolen because they don’t lock your car, throw up their hands and say - “that sucks, not our problem”. Short story: I took truck in for recall, they messed that up so I had to take it back. Fixing the problem they created took them 21 days. The truck got robbed while on their property and they did nothing to reimburse me. They told me it wasn’t their problem. Service manager said owner would call me to talk, but he never did. Long story: I noticed some oil weeping from rear end. Not a big deal, but some googling about the problem lead me to a rear end recall for my truck. I figured getting the recall might fix the issue so I took it to the dealer. They preformed the recall and replaced the pinion seal (not covered under the recall-$300). Oh well, it was worth a shot. I get the truck back and immediately notice a clunk when accelerating so I turn right around and get a tech to ride with me and diagnose the issue. He concludes it’s something with the suspension. I didn’t argue with him and decide to get suspension looked at. I continue to drive truck because the clunk is not too bad. 200-300 miles later, the differential starts to whine. It gets louder and louder. I take it back in to dealer. They agree it’s something in the differential. I leave my truck with them to investigate further. 3 days pass and they call to let me know they are going to fix it and it will be covered under the recall - no cost to me. Great! Annoying for sure, but at least it’s not going to cost me anything. They said truck would be done Monday (7 days after I first dropped it off). Monday rolls around - no call from them. I call them on Tuesday - “we need to order part it won’t be done till next Monday”. Next Monday rolls around - no call. Again, I call Tuesday - “we need to order tool, it will be done next Monday”. AGAIN, next next Monday rolls around - no call. They call Tuesday saying truck is done - 21 days after I dropped it off. I go pick it up late that night and notice stuff is missing. Someone stole a full size mattress out of the camper shell. Sleeping bags, blankets, sunglasses, keys, leatherman, knife, tarp. Bunch of stuff stolen. Around $1,000 worth. I go back the next morning to talk to the service manager. He was nice about it, but basically said it wasn’t their problem. He said they are diligent about locking the cars because this has been happening often. My truck had no signs of being broken into or the lock being jimmied open. I asked to see the security footage and he informs me the cameras are broken. They he proceeds to tell me that this is the same situation as if my car was broken into in Safeway’s parking lot - “you wouldn’t go into Safeway and complain to them about it.” NO - that’s not the same at all, nice try. This dealership has a history of break ins to customers cars and they do nothing to fix the problem. They don’t have working cameras and don’t add any security to protect your property that the take possession of. Instead, they keep taking customers, let their stuff get stolen because they don’t lock your car, throw up their hands and say - “that sucks, not our problem”. That’s it - cue the friendly response from the dealer apologizing that I had a negative experience blah blah blah. Save it - stop taking possession of peoples property until you fix your robbery problem. Or, when a robbery does happen, take some ownership More

Sheisty Dave Hofkins, Unfortunately our experience buying and servicing our Dodge Ram with you has been in alignment with every negative car dealership cli Dave Hofkins, Unfortunately our experience buying and servicing our Dodge Ram with you has been in alignment with every negative car dealership cliche there is. When we first bought the vehicle your salesman tried to sneak in an extended warranty After that we decided we didn't want to even have our vehicle serviced with you because obviously that was a really upsetting experience. We decided to give you another chance, to make some basic repairs to the inside after our truck was vandalized. We brought it in, and only upon picking it up did your team inform us you had ordered the wrong parts. And forget to look at the backup camera which stopped working out of the blue. We brought the truck back. Two days later and Brian informs us the wiring broke and isn't under warranty. We drove the truck as intended, the wires broke, yet they aren't under warranty?? Of course not, like any insurance company your first line of defense is NO. Instead of any kind of actual consideration of right and wrong, the whole team at Santa Cruz Volkswagon Dodge has treated us without care. I guess the good customer service ends when you sign the dotted line...... More