Schmelz Countryside Volkswagen

I purchased a vehicle at Schmelz Countryside VW in Nov 2025. I was contacted via phone by who I believe was the customer service team to schedule a time to bring in my trade in for evaluation and to t 2025. I was contacted via phone by who I believe was the customer service team to schedule a time to bring in my trade in for evaluation and to then complete the purchase process. However, when I showed up to the dealership for the appointment, the sales team and technicians had no idea that I was scheduled to come in due to what I assume was a lack of internal communication. I was the at the dealership for 6 hours before I was able to complete the purchase, which was much longer than I expected (especially considering that I had been at the dealership two days before and had talked through things with a sales person - Ben was great to work with!). Later, while completing the finance paperwork, the Finance Manager, Jason S., made a comment that the owner of the dealership “is an xxxxxxx,” which I found to be quite unprofessional and frankly just a bit of a bizarre thing to say. He also seemed like he really just wanted me to sign the papers and get out of there because it was a Friday afternoon. I purchased an extended warranty, but decided to cancel it a few weeks later within the refundable period. I submitted the cancellation form to Jason at the end of December, and he informed me it would take 4-6 weeks for Schmelz to receive the refund from the warranty company. It took 3 months for the refund to be applied to my loan balance. I understand that it takes time for the cancellation to be processed, however, I had to persistently follow up with Jason multiple times via email and phone calls in order to get the refund payment sent to my lender. The final time I emailed Jason on March 9th, he informed me that refund would be sent to my lender within one day. 3 weeks later, the refund had still not been applied to my loan, so I called Jason to ask about the status of the refund. He told me that Schmelz had mailed the check, but that it had not been cashed yet, and that he needed to review the tracking number to investigate, and that he would contact me with more information. He also told me that the refund was mailed as a physical check. Later that day, I called my lender, and they confirmed that the payment was sent by Schmelz electronically just within the last few hours. I interpreted this to mean that the refund payment was not sent by Schmelz to my lender until I had called Jason that morning to inquire about why the refund had not been processed, and he finally had it sent over to my lender (even though he confirmed with me via email 3 weeks prior that it had been sent). It was very frustrating to have to consistently reach out to the Finance Manager over the course of several months to try to obtain information about the status of the cancellation refund. I felt like Schmelz was not wanting to process this payment because they hoped I would just stop calling or forget about it, as they then do not have to deal with any chargeback on the warranty or see a reduction in warranty sales goals. I overall did not have a pleasant experience with the Financing team at Schmelz. More

We have had several great experiences at Schmelz! The people are friendly and knowledgeable. The service is great! The people are friendly and knowledgeable. The service is great! More