Southern Volkswagen Greenbrier - Service Center

The bare minimum The only reason I am doing this survey is to hopefully get leaderships attention to make some chances as to how Southern Volkswagen does business. I s The only reason I am doing this survey is to hopefully get leaderships attention to make some chances as to how Southern Volkswagen does business. I started working with Southern Volkswagen in November of 2017 because I leased a 2013 Jetta from Northampton Volkswagen in Massachusetts and had to turn in my car. I wanted to stay with Volkswagen because I loved my Jetta and the service I got from Northampton Volkswagen, who are an excellent example of a dealership. They make you feel valued and do all they can to make you feel like family. They are fast and helpful with oil changes and mileage maintenance. They wash your car at every visit and provide a print out of the 12 point inspection, so that the owner of the vehicle knows what is going on with their vehicle. They review it with you and make sure you understand what was done and what may need to be done shortly. They show that they care about their clients by preserving their time when they come in. These are all fine examples of what they do and your dealership should be doing. I dread coming into Southern Volkswagen, because I know it’s going to eat up my day. Sitting in a waiting room for 3 hours almost every time I come in for an oil change or state inspection tells me that you do not care about your clients time. I paid for the “southern hospitality” but would rather pay an extra $50 to get my state inspection elsewhere, so that I don’t have to sit in a waiting room on my only day off. This past Saturday, I came in for my 40k oil change and made sure when I showed up to let service know that I prefer the print out of my 12 point inspection. They said ok. I sat and waited 2 hours this time for my oil change and that was fine, but when I was told I was ready the check out lady only handed me my receipt. When I asked her for my 12 point inspection sheet she said I had to go get it from services. I went to get it from services and the tech who serviced my car didn’t save the worksheet. This what Tim told me. He went and asked for it to get resubmitted. The tech said it should be in there, but it wasn’t. Tim then assures me that the tech can put my car back up and redo my inspection and fill it out again. I then at that time had been there for 2hours and 15 mins. I declined because I just wanted to go home. I had already been there longer than I wanted to be. I do not believe the tech did the inspection because if he/she did then it would have been in the system. Again, I have been with Volkswagen since 2012 and know how mileage maintenance and oil change appointments go. I wish that I never bought a car from Southern Volkswagen, and I would never recommend a friend to buy a car from them. I would go to another state to buy another Volkswagen just to not buy a Volkswagen from Southern, because they do not care about their existing clients. They care about sucking money from them and that is it. More

Two days for scheduled inspection/oil change I called days in advance and made a 10:00 am drop off appointment for Friday. Dropped car off around 9:45. Was told by Wes that car would be ready a I called days in advance and made a 10:00 am drop off appointment for Friday. Dropped car off around 9:45. Was told by Wes that car would be ready around 4pm til 4:30. Wes called later and said car had not been touched and would not be able to until Saturday and again it would be ready about the same time. Said they still had cars from Thursday. Lack of staff. So why didnt they call me late Thursday or Friday morning to let me know this was the situation. I had a terrible experience when I bought my car there with the salesperson (I actually left and refused to buy the car he was so bad). Was called back the next day by a higher up and told I wouldnt have to deal with that person again so I bought the car and now this.......I had just recently said maybe I will take a look at cars there again.....well, not now! More