Tom's Volkswagen of Union - Service Center

Excellent! Excellent customer service. The representative explained everything thoroughly. How the servicing process works and what types of fees or charges I ma Excellent customer service. The representative explained everything thoroughly. How the servicing process works and what types of fees or charges I may be asked etc... They even washed my car! I would definitely recommend this service center! More

Family-like treatment every time I visit! Anytime I walk into the Service Department, I always ask for Lexxus. Her broad knowledge in Volkswagens mechanics is insane. Literally! She's a swift Anytime I walk into the Service Department, I always ask for Lexxus. Her broad knowledge in Volkswagens mechanics is insane. Literally! She's a swift walker, has a get-xxxx-done attitude and is very valuable to Volkswagen. The service I get is always top notch along with (almost) hourly updates on what's going on with my car. I truly feel like a family member to the Volkswagen workers at the Union service dept. She's a primary example of all service representatives, in my opinion. When Lexxus isn't present, I turn to Brianna who is just as motivated to work for Volkswagen's clients. BOTH BEST OF THE BEST! More

Oil change and multi point inspection Competitive price for oil change and multi point inspection. Efficient reception and comfortable waiting room with WiFi, TV, and complimentary coffee Competitive price for oil change and multi point inspection. Efficient reception and comfortable waiting room with WiFi, TV, and complimentary coffee and bagels. I waited less than the time estimated to me by the helpful courteous staff. More

Extremely happy with service and customer support This dealership is by far the best one I've ever interacted with. The service professionals are very respectful and courteous every time I've been th This dealership is by far the best one I've ever interacted with. The service professionals are very respectful and courteous every time I've been there. They are upfront with service costs, wait times and potential unknowns on a given job. In addition to the quality of repairs they seem willing to be cost competitive with other service stations/garages. As long as I own a VW I will be coming here. More

Very professional What at first appeared to be a simple repair, became something much larger that ultimately reqired a factory representative to come to the dealership What at first appeared to be a simple repair, became something much larger that ultimately reqired a factory representative to come to the dealership and diagnose. My car was at the shop for almost two months. I was put in a practically new 2017 Passat as a loaner. The dealership and VW customer service stayed in touch with me several times a week to keep me informed. My car drives perfectly. Even when I complained of residual engine odor in the driving compartment, i was told to bring the car in to receive special cleaning inside. I will make an arrangement shortly to do this. At each pass during this difficult process, the Service Mnager was courteous, empathetic, willing to explain every detail and very professional. More

Rim repair I went in because I had a rim that was cracked and causing my tire to go flat. I initially worked with the parts department to make sure that I got I went in because I had a rim that was cracked and causing my tire to go flat. I initially worked with the parts department to make sure that I got the correct rim. He was very helpful and suggested that I have the rim repaired at a lower cost. I left the tire and rim at the shop. (Visit one). I came in on a Saturday to have the repaired rim installed. Within five minutes of leaving the shop the tire was flat. I immediately went back and had my spare put on the car while a solution was found. ( I will count that as visit two even though I had to return). The solution was that I needed a new tire. Several weeks later (after I made a number of calls that were not returned) I went in to have the tire and repaired rim installed. The tech could not find the rim. (Visit three). I went back the next week and finally had the new tire and repaired rim installed. (Visit four). More

inaccurate diagnosis of vehicle Diagnosed vehicle incorrectly three times. Each time I paid for a service that did not fix the issue. Then they put on a part that was not even damag Diagnosed vehicle incorrectly three times. Each time I paid for a service that did not fix the issue. Then they put on a part that was not even damaged. They attempted to make me pay for it, but there was no way that was happening. Finally I went to the shop in Linden. My car is doing lovely now. More

Thoughtful, fast - perfect combo The services team were amazing, service at the center was perfect. By the time I left I was already feeling great knowing that the car was in good han The services team were amazing, service at the center was perfect. By the time I left I was already feeling great knowing that the car was in good hand. Both of my cars are serviced here, everyone has always provide great service, and would recommend this service center over most of the others I’ve been to. More

Addressing issues They took the time to rectify the problem, including reaching out to there tech center. Answered all my questions and concerns in a very professional They took the time to rectify the problem, including reaching out to there tech center. Answered all my questions and concerns in a very professional manner More

Lack of communication and preparedness I bought a used car under the condition that they replace the cracked front grill. I called to make an appointment and I asked that they please make s I bought a used car under the condition that they replace the cracked front grill. I called to make an appointment and I asked that they please make sure they order the part for the appointment date because I had a limited amount of time to get it fixed. The person on the phone sounded very lackadaisical about it and said "yeah ill just let them know." Without confidence that the piece was ordered I showed up at the appointment and no one knew what I was talking about. They didn't even have the "we owe" paperwork in the system from sales (which is another huge disappointment). After waiting over an hour they said they would order the part, get the paperwork, and call me when the part was in. That night I got a text saying to go in 2 days later that the part would be there. Went in and guess what?....The part still wasn't in. Customer service didn't even know why I showed up. I explained I received a text from him specifically to come. He then suggested I leave the car there and gave me a loaner. Car was ready by the next day. The work was good and they even replaced a faulty tire valve at no charge. Unfortunately, the lack of communication within the dealer as a whole and lacks of professionalism and preparedness is not something I would ever want to deal with again. I went to the service center 3 times unnecessarily. Volkswagen of Union, as a whole, needs to step it up! More