Tom's Volkswagen of Union

Dishonest and horrible customer service NO CUSTOMER SERVICE...just want to make a sale and that's it. Did not have the client's satisfaction anywhere on the radar. Shopping for a Jetta NO CUSTOMER SERVICE...just want to make a sale and that's it. Did not have the client's satisfaction anywhere on the radar. Shopping for a Jetta SEL Premium, yes, those do exist but unfortunately not many VW sales folks know that. I was in no rush and asked about any information about the new 2018 models. Not one dealership could provide any info. Rich reached out to me multiple times, unprepared, until my wife challenged him and asked why he was calling. We he read his notes about the vehicle we wanted, he then proceeded to say we just got one in stock. Needless to say after they could not provide any information on the upcoming 2018s, we negotiated a 2017 model. Below is my sales experience from both this dealership and VW Customer Care Bait and Switch tactics on Product Features Performing detailed research on the vehicle I intended to purchase, I knew all of the features available, based on the content provided on all of the websites, including dealership websites. One feature that stood out was the Day/Night Auto dimming rearview mirror. According to ALL dealer sites, it was a listed feature that was available on the SEL Premium package, but not the base SEL trim. It was a feature that I needed. As you are aware, the trim packages are standardized; all cars have almost all same features based on the trim level. The only options a consumer has to choose from are the interior/exterior colors. While reviewing the car that was ultimately purchased, I was focusing on the vehicle quality since I knew that the features I researched would be available in this top of the line trim package. Only after purchasing did I realize that the auto-dim rearview mirror feature wasn’t there. I asked the salesman, he mentioned that it wasn’t an option. When I looked up the specifications again, it was clearly listed. Why is the feature listed on all dealership websites, but not on the vehicle? It is clear misrepresentation of the vehicle. Do I need to review each and every feature listed to ensure that it is available and functioning on the purchased vehicle? Even discussing this again with the Union Volkswagen Sales manager, Mike, on Oct 28, 2017, he looked up his vehicles on his website. He couldn’t find it listed, and I advised that he wasn’t looking at a SEL Premium. After I guided him to search for the one SEL Premium he had available, he saw the feature, “Day-Night Auto-Dimming Rearview Mirror”. Please see the screen captures below from two dealer websites. Deceptive tactics to make a sale I’ve asked multiple dealership sale representatives numerous times about any knowledge of the 2018 Jetta models so I could make a comparison to the 2017 and make an informed purchase and they had no information to provide. We reiterated that we are in no rush and willing to wait to see what the 2018 models would offer. They insisted they knew nothing about the 2018 models. During a call to Volkswagen Customer Service on October 30, 2017, I learned that dealers had already ordered their cars and knew that 2018 models were on the way. We purchased the vehicle on September 30, 2017, from the Union dealership and I’ve since found out that the 2018 models arrived at that specific dealership lot not even two weeks later. I cannot fathom that the dealerships did not know anything about their arrival at least a month in advance nor that they had no knowledge of the specifications of the new 2018 vehicles. Please see the screen captures below from the Cargurus.com website. It lists how long the cars have been on THEIR site. Some arrived 19 days ago from today, October 31, 2017. This tells me that the dealers know well before September 30th about the 2018 models. The dealership was not honest and provided no information on the 2018 or the new warranty offer. Double the warranty for a car I could have purchased not even two weeks later? Who in their right mind would have seized the opportunity to purchase a 2017 model for half the warranty? The dealership deceived me into thinking I got a great deal on the vehicle I purchased, when they blatantly knew the new 2018 models were arriving. Apparently customer satisfaction and transparency are not a priority. When at Union Volkswagen on October 28, 2018, the 2018’s were on the lot. I asked a different salesman when the 2018 models arrived. He stated a month or two ago. I then advised him that when I was last here on September 30th, I was told they were not available. He retracted his statement and said they must have come within the past two weeks. He immediately went and got his sales manager. When I spoke with him about the situation, he stated, and I quote, “You got a great deal on your car”, to which I replied, “No I didn’t…I didn’t even get a decent deal for a car that has half the warranty as the 2018 models that arrived within two weeks of my purchase.“ I am beside myself that the dealership, from top management down, was not forthcoming and honest in notifying me that the 2018 models were arriving at their dealership lot less than two weeks after being asked multiple times. On top of which, the records of the car I purchased show that it was built in 2016, but the sales representative stated the car had just arrived recently. With that said, I bought a 2017 model (built in 2016) in Sept 2017 although the 2018 models were already being shipped from Mexico starting in August of 2018. Yes, I did my research…see the screen captures of window stickers of several 2018 models at Hamilton Volkswagen. Post Sales un-professionalism During the purchase the vehicle, we agreed that the license plates would be mailed to me upon arrival. We explained that the owner of the vehicle would be out of the country for the month of October and to contact me when the plates arrived. Two weeks later, I had still not received a call. I finally had to call them to check on the status of the plates on October 20, 2017. They stated they had received the plates and left a massage at the number of the owner that was out of the country. When I said that the sale representative said he would ship them to me, the receptionist said they do not mail the plates within New Jersey. I then proceeded to leave a message for the sales representative. He called back on Saturday October 21, but I missed his call, so I called right back and left him another message that day. I did not hear back so I called again on Monday, October 23, 2017 and spoke with the Sales representative. He rushed me off the phone and said he would look into it. I called again on October 26th and spoke with the receptionist and gave her a message stating I was upset that I did not receive a call back or the plates and to pass my information to the sale representative to call back. He still did not call me back. I called again Friday, October 27th and stated I would be there Saturday to pick up the plates, as the temporary registration was set to expire on Sunday, October 29, 2017. When I arrived at the dealership, I spoke with several other sales reps who all stated that the plates could have been mailed. I also spoke to the sales rep, Rich, that sold me the car and he stated, “Oh the receptionist didn’t get in touch with you?” NOT EVEN AN APOLOGY! Based on the level of post-sales treatment, I have requested to retract my survey. The sales representatives at this dealership are deceptive, and upon closing the sale, ignore you since they have your money. This level of customer service is extremely unacceptable at any retail establishment. What’s ironic is that they were relentlessly calling me every half hour during negotiations. I received calls from multiple levels of sales, from the manager on down, but couldn’t get one return call to ship the license plates. After filing a complaint with Volkswagen, they stated that the survey could not be retracted. BUT, itf is was bad reviews they would give the owner a second opportunity to change it! You would think that VOLKSWAGEN would have gotten their act together aft their last epic fail with cheating diesel emissions. More

they took my deposit and never return the money, they gather a bunch of documents and never call you back, you are always calling them , until to get get angry , then richard, and pasquale do the pu they gather a bunch of documents and never call you back, you are always calling them , until to get get angry , then richard, and pasquale do the push back technique, they get stating I am going to mail yet the refund receipt, this never happen, do not buy any car from these terrible people. More