From my first contact with Schworer VW through the end of the 6 month warranty I received with the purchase of a used VW, I was utterly disappointed and have never worked with a dealership with such poor customer service.
I emailed them in March about a 2013 VW Passat TDI they had on their lot with only 17,000 miles; I though there must be some mistake. I didn’t get a response so I messaged back and wasn’t given any information but told their hours of operation and they were expecting me at the dealership to answer questions and see the vehicle. I arrived at the dealership, and the person who was supposed to talk to me wasn’t there, so I got passed to another gentleman. Now, I believe that if you’re going to sell a product, you should know the product, in and out. This salesman knew very little about the vehicle. I asked about 20 questions and he answered about 5 of them, spoke to his sales manager and got another 5 answered, talked to the service manager and got a few more answered which left me with 5+ un-answered questions, mostly mechanical. Then, you won’t believe this…The sales manager comes out to value my trade, which is a manual transmission. After he parks the car, he forgets to set the parking brake and leaves the car in neutral. My car rolled backward into one of their cars causing damage to my rear bumper. I was shocked! The salesperson and this incompetent sales manager played if off like it was NO BIG DEAL! They didn’t say sorry, they didn’t offer anything to make it right, they just assumed I was going to make a deal with them so it didn’t matter!
This process started at the beginning of the pandemic and the vehicle, although at the lot, wasn’t allowed to be sold because the title was still in Michigan. I emailed multiple times asking questions and was given responses like, “It could months due to the pandemic.” If you don’t know the answer, just say you don’t know. I negotiated the price to include the addition of some after-market items and the salesperson and sales manager were not on the same page. The sales manager had to come into the room multiple times during my multiple visits to the dealership and ask ME what was going on. I’m pretty sure he had no idea what he was doing. A customer should ask (I even did so in writing) and the salesperson and manger either make it happen, negotiate a different deal or say they can’t make it work. The customer shouldn’t have to explain now deals work to the person selling the product.
The title finally arrived in late April or May so I went in to sign the paperwork. The finance manager wasn’t prepared. He had printed all the documents wrong, so I had to wait over an hour for that process to get fixed. I had asked if the maps on the navigation were up to date, and was told yes: This was a lie and the sales manager refused to update them for free. I asked for a broken taillight on the vehicle to be replaced (it is cracked all the way through the plastic), and the sales manager refused. The ONE thing they did was replace bad wiper blades…WOO HOO! Then, two weeks after I drove the car off of the lot, I had to bring the vehicle back to the dealership because the ENTIRE CALIPER on the PASSENGER FRONT HUB was LOOSE! Seriously?! I was in a hurry, so they fixed it and I left. I knew the sales manager was an idiot by now so I called to speak to the manager of the dealership; he wasn’t available so I left a message for HIM to call me back. 15 minutes later I get a call from the incompetent sales manager.
This dealership is a joke. The people who work there have no clue what they’re doing, what they’re selling, how to sell, or how to take care of customers.