Tom Wood Volkswagen - Service Center

Thank you Bill for an outstanding level of timely technical service. Thank you Hope for seeing this service through so I could get my vehicle back the same day. technical service. Thank you Hope for seeing this service through so I could get my vehicle back the same day. More

I used to entrust Tom Wood VW for all my maintenance service for my vechicle but their customer service has changed for the worst. I scheduled an appointment for a diagnostic on a check engine light jus service for my vechicle but their customer service has changed for the worst. I scheduled an appointment for a diagnostic on a check engine light just to be told when I got there, “we’re going to need your car for at least two days for a diagnostic”. I contacted the dealership asking if there was a way to get me a loaner vehicle or rental so I could get the LEASED vehicle serviced. The girl was clueless and said that didn’t exist any longer which is a let down as a customer because supporting services like such is why I’ve remained with Tom Wood. Okay, I was still patient and despite the stress of driving with a check engine light on, I brought my vechicle back weeks later for service. I asked the service associate, Hope, if there’s any circumstance where I would pay for the repair or it wouldn’t be covered under my warranty which she replies, “only if we find out work was done by another tech or the car has been in a collision”. Over the next two days, I attempted to call the number given to me via text to receive no answer. I had to text the same number to get updates on my car. I finally receive a virtual invoice for my service where it expresses cost for a service needed but I’m confused about whether will be an expense I pay for or not because the service desk has a habit of printing invoices with totals on it even if you don’t actually owe the money. So I attempt to call for clarity but I get no answer. I need my vehicle back so I green light the service. Once I go to pick up my car, shocker..there is a charge that is not covered by my warranty. I explain to the associate how non-compassionate the service department appears when there’s no consistency in communication to which the associate decides this is the perfect time to essentially say “we’re working on it” and that “a lot of our customers are dealing with the exact same thing”. Showing empathy toward a customer doesn’t include constantly comparing them to the troubles of others, that isn’t helpful! After going back and forth for 15 minutes about how I would have really appreciated communication about the cost when I asked BEFOREHAND what circumstances will cause me to pay out of pocket and how I attempted to reach out with no response—she offers a way to discount the price. Why must a customer show distress before you are willing to help when you’ve dropped the ball as a business? The entire time she helped me she was using microaggitative wording like “if you just wait a minute” and huffing and puffing. I felt confused as a the customer who had been majorly inconvenienced, what she was so upset about. To add, she ends up mentioning how they’re “down to 10 loaner vehicles” which I question because I was just told they have no loaner program. This experience (combined with my last two services) was disappointing enough to keep me from doing business with Tom Wood again. I go to this location for service as my vehicle is leased and I like to honor the certified service expectation but when you pull on by lot, your anxiety builds. Something overwhelmingly unnecessary is bound to happen. More

Usually I have great service at Tom Woods VW. I took my 2006 VW Beetle in for some service, oil change and determine why air bag sensor was on the dashboard. They determined it was the seat bel I took my 2006 VW Beetle in for some service, oil change and determine why air bag sensor was on the dashboard. They determined it was the seat belt buckle which they could not obtain the part to replace. After four days I called several times with no return call. Now I was calling several times a day with no update, the car was at the service department with no updates. I am sure I harassed enough but no response. I finally made a trip to the service in which all involved parties were gone. So on day ten I received my car. I took it to another place to have the windows retinted. They called soon after I dropped it off to say their was a serious oil leak. So I insisted they tow my car back to shop and found out yhe oil filter was not tightened. They made it sound like I should be grateful they paid the tow for something they did wrong. I am done with them and won't be back. More

I just had service for my Atlast and Deja, the service representative was AMAZING! She communicated before, during and after my service and called me by name each time we interacted. I came in the next da representative was AMAZING! She communicated before, during and after my service and called me by name each time we interacted. I came in the next day as well and she remembered my name immediately. Very impressed by her and her customer service! More

Brought car and keys to be reprogrammed after I was informed it would only take an hour. Two hours and 30 minutes later they were done on a job that should only take 30 mins. Arrived at 8:15am and chec informed it would only take an hour. Two hours and 30 minutes later they were done on a job that should only take 30 mins. Arrived at 8:15am and checked out at 10:59am. Their answer was the computers are running slow and the. Told by a different service advisor the first software download didn’t work! What ever time they suggest would advise you to allow much more time; otherwise you might find yourself canceling other appointments without much notice. More

Great service writer and a reasonable amount of time waiting for service completion. Photos were sent showing service progress waiting for service completion. Photos were sent showing service progress More

Tom woods prices for repairs are fair and beat the competition so next time you get a quote check Tom Wood there prices are fair thanks for your excellent service competition so next time you get a quote check Tom Wood there prices are fair thanks for your excellent service More

Used to great service, this visit, not so much. Wants greeted at the vehicle, had to find a service advisor. Abnormally long wait time for a single tire replacement, about two and a half hours. App Wants greeted at the vehicle, had to find a service advisor. Abnormally long wait time for a single tire replacement, about two and a half hours. Appreciate being worked in, but if it's that long for a simple tire replacement, I feel like there's issues with that. Used to get a digital inspection with pictures and videos, didn't get that either. My TPMS light was on when leaving. Front tire pressures were low. Spare was low. Rear tires were high. Hope, my advisor was nice, but the overall experience was just eh. More