Southern Volkswagen Greenbrier - Service Center

Disappointed customer I called the service center to make an appointment for my 1st oil change and 2 recalls on my 2018 Volkswagen Tiguan. When the appointment was made I w I called the service center to make an appointment for my 1st oil change and 2 recalls on my 2018 Volkswagen Tiguan. When the appointment was made I was told it would take approximately 4 hours. I was asked if I would wait or dropped off. I live 25 minutes away so I chose to drop off and go get some breakfast and do a little shopping. My appointment was for 830 am. I arrived at 835 parked inside the service center and walked in to check in. The service counter receptionist was very nice and friendly and pointed me to my advisor who was checking another customer. She then asked another advisor if she could help. The young lady was very nice and friendly as she checked me in. I was finally done checking by 9 am. While I was being checked in I decided to get a tire rotation since it wasn’t part of the service. I saw 2 cars that came after me and parked behind me being checked in while I was waiting in the lounge to check in. At about 145 pm I decided to go back to the dealer to see what was taking so long since I had yet to receive a call about my vehicle being finished. The young lady who had checked me in wasn’t there so another advisor was assigned. When I checked with the service counter was told one of the recalls was not done because the part was never ordered so I would have to make another appointment to get the service done. Am I suppose to call the dealer so the part gets ordered? How long would I have to wait? No information was given. The gentleman did tell me he would give me a rental car while they serviced my vehicle which was very nice but they close at 6 pm and by the time I get off work I would never make it. Now I have to take time off work (again) to finish the recall. I think from a customer service point of view ( that’s what I do for a living) the situation could have been handled better. By the time I was sent to the cashier to pay for my tire rotation so I could get my vehicle and leave, I had already made up my mind I was never coming back. Hope this review help improve these type of situations for future 1st time customers. More

Ridiculously slow warranty repair, poor communication I took my 2011 Jetta Sportwagen TDI to Southern VW for what seemed to be an emissions problem normally covered under the extended diesel repair warran I took my 2011 Jetta Sportwagen TDI to Southern VW for what seemed to be an emissions problem normally covered under the extended diesel repair warranty. Tim Champion was my service advisor. He was pleasant and informative and assured me that the sort of emissions issue my Jetta was having should be covered under warranty. He explained that it should take a couple of days to fix the problem. After four days I contacted Tim to find out the status of the repair. He informed me that he hadn't been told that the key part needed for the repair was backordered and that I could pick the car up until the part was available. (The car was still driveable.) I got a call on Thursday a week later informing me that the part was in and was given a service appointment for the following Monday. I dropped the Jetta off at 7:30 a.m. on Monday and was told by Tim that it would take about a day and a half for the repair. On Tuesday afternoon I texted Tim asking about the status of the repair. He texted me that it was being worked on and that he would be "right back with an update." An hour and a half later he texted me that the car would need to be kept overnight to be finished closer to the end of the next day (Wednesday). Wednesday afternoon I texted Tim asking when I could pick up my Jetta. He texted that "The technician needs a little more time in the morning (Thursday) to button up the vehicle." He offered a loaner from Enterprise which I declined. I heard nothing from Tim Thursday morning, so I texted him at 12:01 p.m. on Thursday again asking when I could pick up my Jetta. I didn't hear from Tim until he called me 2:06 p.m. to inform me that my Jetta was ready for pick up. Thursday afternoon I left a voice mail asking to speak to the service director but have not heard back yet. Not only did it take way too long to repair my Jetta, there was a lack of communications by Tim regarding the status of the repair process. More

Recall I went in for a headlight recall. Dave introduced himself and took my keys and Tony came out and did what he had to do. It was very fast and very frie I went in for a headlight recall. Dave introduced himself and took my keys and Tony came out and did what he had to do. It was very fast and very friendly service! Thank you southern auto in Chesapeake!!! More

Very good Customer service & sales man were very helpful. I hope they will put good selection of coffee & some good free snack. Cleanliness at the lounge not ba Customer service & sales man were very helpful. I hope they will put good selection of coffee & some good free snack. Cleanliness at the lounge not bad. More

Tire replacement I dropped off my SUV using the early bird service the night before and called the next morning to inquire what time my vehicle would be ready. I expl I dropped off my SUV using the early bird service the night before and called the next morning to inquire what time my vehicle would be ready. I explain to Wes that I had an appointment in Washington DC and needed to be on the road as soon as possible. He made sure I got my vehicle back at the promised time however, the tire that was put on does not match the three original tires on the vehicle. More