Suburban Volkswagen of Farmington Hills

I want to thank Sam for always being kind and helpful. He is always ready and open to help you find what best fits your budget and interest. He is always ready and open to help you find what best fits your budget and interest. More

I had an appointment at 10:30am and dropped my car off at 10:28am. At 2pm I still had not heard anything for the service department. I called and they told me that my service person Amy would call me back. S 10:28am. At 2pm I still had not heard anything for the service department. I called and they told me that my service person Amy would call me back. She did not. I called again at 3:30pm and they told me she was with a customer and would call me back. The whole time I was checking the link they sent me and it said my car was still at the first stage - checked in. Around 3:40p Amy finally called and in a very unprofessional way she said "Hey! did you get the estimates?" I then looked at the app and they were quoting me over $2,000 in repairs?! I told her I only came in for an oil change, and you all offered to rotate my tires. She then explained they didn't do the tire rotation because I need tires. So I then asked why my car was there all day without any contact from them regarding the other repairs they think are necessary. So told me "Sorry." I then asked if they had completed the oil change and she said yes. I told her I needed to pick up my kid and she said "sorry" in the most dry nonchalant way like ...Sucks to be you! She was supposed to call the shuttle to pick me up from my office which is a block down the street. After waiting for 25mins I just had a staff person drop me off. When I got there the car was still not ready. I signed and paid for the oil change. I then asked to speak with a supervisor. She went through the bill with me and then said she would check on my car. As she was walking away, I asked again to speak with a supervisor. Finally a supervisor came - Kevin. Amy never came back by the way. He apologized for the issues and long wait on my vehicle and then gave me a card and told me to call him directly if I needed anything. Someone came by dropped my keys and he drove my car around front for me. As I was leaving around 4:30p the shuttle driver texted me and said he was outside my office. Later, while on my way home I noticed they did not replace my reminder sticker. I called the supervisor Kevin directly via the business card he gave me and immediately received an number out of service auto response. I couldn't believe it. I try multiple times in case I had input the number wrong. Nope it was not in service. UNBELIEAVABLE! The next day I called the dealership service department and they told me I could pick up a sticker anytime but yes I was supposed to get one. Now I am wondering did they even do the oil change?! I emailed the supervisor and shared my concerns and frustration. He called and basically just apologized. No compensating, no offering something to regain my trust. NOTHING but sorry. Needless to say I will NEVER go back to this shady dealership. I will either drive to Rochester where I bought my car or take it to a private service place near my home. NEVER again will they inconvenience me or try to trump up charges on me ever again. DO NOT GO HERE FOR SERVICE. It is shameful considering my vehicle was with their service department for majority of the day. I realize they were busy and fell behind and I can be understanding due to the staff shortages everyone is experiencing. What I can not accept is the totally lack of professionalism and complete absence of customer service I experienced with Amy. Kevin was not much better honestly. More

Very accommodating and understanding dealer over the 9 years they serviced my Touareg. Recommended. Brian Cummings is great! years they serviced my Touareg. Recommended. Brian Cummings is great! More

I worked with Clarence and he was so helpful making my lease experience smooth and painless as I navigated moving across the country and needing a vehicle during a crazy car buying time. Highly recommend lease experience smooth and painless as I navigated moving across the country and needing a vehicle during a crazy car buying time. Highly recommend Clarence and the Finance manager who was also very easy to work with. Go see Clarence for your next VW! More

Sam helped me find a beautiful GLI. Was very friendly and knew a lot about the cars he was selling. If you are looking for a Volkswagen Suburban is the place to go! Was very friendly and knew a lot about the cars he was selling. If you are looking for a Volkswagen Suburban is the place to go! More

Top tier dealership! Sam really values his customers needs and is very respectful!! Highly recommend him as we have now bought 3 cars from him, and always seeks the best Sam really values his customers needs and is very respectful!! Highly recommend him as we have now bought 3 cars from him, and always seeks the best for his customers by treating them as family rather than customers. More

I am so happy with my new VW! Steve was so helpful and informative. He took the time to go over all the features. His knowledge of the product is beyond impressive. Steve was so helpful and informative. He took the time to go over all the features. His knowledge of the product is beyond impressive. More

Sam was a very helpfull salesman, he helped my Son through the process , thanks Sam through the process , thanks Sam More

Brian is the main reason I always I visit this dealership. He is always listening and provides great recommendations. I would recommend to my friends and family! dealership. He is always listening and provides great recommendations. I would recommend to my friends and family! More

I am providing an update on my last complaint. After the below complaint was posted, I received call backs from Service Advisor Brian and Service Manager Keith the following day. Both apologized for their below complaint was posted, I received call backs from Service Advisor Brian and Service Manager Keith the following day. Both apologized for their lack of follow thru and reassured me the situation would be “made right”. Brian advised me he would order a new rear bumper; have it painted and call me to set up an appointment. After a week of waiting, the appointment was set for Friday, Jan. 21st; Brian called Thursday, Jan 20th to request rescheduling of the appointment to make sure the “right” Service Tech. would be available. The appointment was rescheduled for Thursday, Jan. 27th and Brain arranged for service valet. The Service Dept had the vehicle for the entire day on Jan. 27th. When the vehicle was returned, the bumper was not replaced. A pathetic and feeble attempt was made to “color in” the deep gouges in the rear bumper. Contact was made with Keith who tried to fabricate a story that he tried to call me to explain the situation. As all cell phone owners know, all in bound and out bound phone numbers are recorded in the cell phone log. No calls were made to me. Next his excuse was the wrong bumper came in, the box was labeled rear bumper and the part number was right but the part was a front bumper. I find it disturbing a Service Tech does not know the difference between a front and rear bumper. Keith then stated a new bumper would be ordered and should be delivered by Friday Afternoon, Jan. 28th. He also stated he would contact me to set up an appointment and he would “make it right”. As of this date February 4th, I have not been contacted. As I have previously stated: If you want professionalism, honesty, and integrity, PLEASE take your vehicle to another service location. I am giving VW Farmington Hills Dealership a less than zero rating for the Service Department. In 2021 I had my vehicle in multiple times for preventative maintenance as prescribed in the owner’s manual. Each time my car was not ready as promised; the time span required to complete simple tasks was generally 3 days. Service Advisor Brian Cummings is a master at making excuses; not enough service bays, your tires were not ordered, staff shortages, the necessary equipment is not available. The only time I received an update on the status of my vehicle was when Brian called to advise me my car was not ready. I was patient and understanding. My visit in October was the last straw; damage was done to my vehicle’s rear bumper by the dealership while in their care. I found damage to my vehicle when I went to pick it up. So I pointed out to Brian, who did state this was not on here when you dropped It off and he would talk to the Service Manager to see how it could “be made right”. I was advised by Brian that the rear bumper would be replaced; he would order the bumper, have it painted and call me to set up an appointment to have the bumper installed. This conversation took place on October 25th; he thanked me again for being understanding about their service personnel causing damage to the vehicle. So far, I have not received a call from Brian; when I called on December 27th, he stated he would check on the situation and call me back Tuesday, December 28th. No call back was received; I left a voice message for him on Mon. Jan 3rd and Tues. Jan. 4th. On Tuesday, Jan. 4th, I was able to speak to the Service Manager Keith about the situation; and I was advised by him that he would investigate the status on this situation, and he would call me back on Wed. Jan 5th. As of this date, January 11, 2022; he never called me back. Why are they not calling back as they indicated? I would think Keith a “Manager” would hold himself to a higher standard and follow thru on his words or promised actions. So far, the Farmington Hills VW Service Department has demonstrated a total lack of respect and concern for their customer’s needs. If you like being lied to and inconvenienced, this is the place to go. If you are looking for accountability, honesty, or integrity, please take your vehicle to another service location. Kim Hatchell. More