Tom's Volkswagen of Union - Service Center

Subpar Service for Top Rates per Hour I brought my car in for a battery replacement and wheel balancing. Service called me and said they discovered two oil leaks. It should be mentioned th I brought my car in for a battery replacement and wheel balancing. Service called me and said they discovered two oil leaks. It should be mentioned that I brought the car in two weeks earlier for an oil change and there was no mention of oil leaks. They also said I needed a wheel alignment (all 4 wheels). When i picked up the car, the radio was on and the volume was on high, the fan for AC and heat was on the highest setting. When I got the car home, I opened the hood and I discovered that the battery compartment cover wasn't snapped in place and was already near the fan area. When I first drove the car at highway speeds the next day, I discovered that the shimmy in the front wheels was worse than before the service. I brought the car to my local gas station and he showed me the incorrect placement of the weights on the front wheels. His comment was "whoever did this didn't know what they were doing." Now the shimmy is gone and he only charged $16/wheel, not $25 and he did it correctly. I just want you to know that you've lost a good customer. I live close to the service department and i would've continued to bring my there for all necessary service and maintenance. Now. I've lost all my faith in Union VW to properly service my car. I was ripped off for $100 for wheel balancing and $119 for a wheel alignment that wasn't needed. I think i will next write to the manufacturer. The car only has 30K miles on it and it's starting to have oil leaks! More

The Customer should not be responsible for staff errors If I could give the Service Center no stars I would. Today I was scheduled for an 80,000 mile service. I called and made this appointment last Thursda If I could give the Service Center no stars I would. Today I was scheduled for an 80,000 mile service. I called and made this appointment last Thursday and was quoted a price of $369.00. While asking about the price, I asked the rep to detail all of the services that would be provided-which she did- which gave her ample time to correctly quote me a price. Fast forward to this morning, and while dropping the car off I was informed that the quote I was given was wrong, and the service would cost $629, nearly 300 more than I expected to pay. At no point was an apology rendered, nor was there any negotiate with me to see if the price could be reduced to an amicable amount. Needless to say, i took my keys back and dropped my car off to have the same services done for $475. (The same exact services VW purports would be provided at 80,000 miles) This is the second time in less than a year that I was told one thing while scheduling a service appointment, to be only told something different while dropping off my car. The integrity in car purchasing and servicing is already minimal in the car industry, it just sucks finding out first hand which servicers are really dragging this metric down. More

Stellar Customer Service I'm writing this letter to acknowledge the Stellar Customer Service that I received from Scott Miller, Juan Rodriguez and Ed Isdanovich on 2/19/2015. I'm writing this letter to acknowledge the Stellar Customer Service that I received from Scott Miller, Juan Rodriguez and Ed Isdanovich on 2/19/2015. I was stranded on RT 22 West Highway due to a disable vehicle with no possible help in sight, when Scott Miller appeared out of nowhere to stop and help a total stranger out of the kindness of his heart. He pushed my vehicle to a safe area and was able to have it towed to the VW service center on RT 22 West, Union, New Jersey. This is when I saw teamwork, company spirit along with caring for someone in their community come into play since the center was getting ready to close in one hour for the evening. They had called for the required parts to repair my vehicle but it wouldn't arrive in time before the center was schedule to close. I was already scared, cold along with being stranded and about ready to give up on hope until Scott, Juan & Ed showed what VW company's reputation was truly built upon with it's caring employees and stellar service. They personally went out to pick up the parts along with staying after hours to repair my vehicle as to make sure I would make it home safely. ( I cried tears of joy all the way home) The next day at work I began singing their praises as the ultimate professional and proficiency employees of the VW company. I've been recommending all my customers, co-workers, family, friends and now my church members to Scott since I know he would take good care of them at your dealership. I truly would love to see Scott, Juan and Ed receive a company recognition & gift for their exemplary customer service as they go beyond the call of duty to make sure everyone feels value when they step into your dealership. (So they should feel valued as well) In closing, please relay this message to them for me, IT'S YOUR STELLAR CUSTOMER SERVICE & WONDERFUL PERSONALITY THAT MAKES THE DIFFERENCE IN ANY COMPANY WHICH WILL ALWAYS KEEP THE PEOPLE COMING BACK FOR MORE SERVICE". So I will be back with my son to purchase a new car from your dealership since he will need it for his travels back and forth to college. (Keep up the wonderful training that you have instilled in your employees.) Respectfully yours, Cynthia Beasley Vice President More

Stupid Liars I was looking to buy a pre-owned TDI Jetta. I found one I liked except that it had a noise of a fuel pump going bad. So we went to the service center I was looking to buy a pre-owned TDI Jetta. I found one I liked except that it had a noise of a fuel pump going bad. So we went to the service center to get the opinion of an "expert." He told us the fuel pumps never go bad. (Lie #1). We bought the car. On the way home to check engine light went on. We brought the vehicle back and it was the fuel pumps. The previous owner had it towed in and had work done on the electrical system pertaining to the fuel system. They claimed during that fix they over primed two pumps (Lie #2 not possible to over prime them) hence why the fuel pumps went bad. They never called me to update me on my vehicle when it was in the shop. When I called for updates I was put on hold forever and a few times hung up on. They treated me like disrespectfully. First it was one electrical pump. Then it was two pumps - electrical and high pressure. Then it was two electrical. They could not get their story straight about what pumps they had to replace. Now I am back at a different VW service center only to find out that whoever was working the car did not put it back together properly so something electrical disconnected making it impossible to start my car this morning. Volkswagen should shut down Union Volkswagen service center because they are a disgrace to the company name. Their quality of work is terrible. I would never go there again and have made sure all my friends and family know to NEVER go there even if they are giving something away for free. More

I had the DPF light come on driving my 2011 VW golf TDI in from Canada so we took it to Union VW. They ran "diagnostics" which cost $125 and said it was a bad O2 sensor. They were also insistent that it in from Canada so we took it to Union VW. They ran "diagnostics" which cost $125 and said it was a bad O2 sensor. They were also insistent that it needed to be changed. The car was only 2.5 years old (27K miles) and still had a valid Basic Limited Warranty in Canada but Union Volkswagen refused to honour it because they said it was "too much hassle" to put in a claim to Volkswagen Canada. We even showed them our warranty which we keep in the glove box and the VW Canada Website which both explicitly stated that the Canadian warranty is valid in the USA and is covered. Meanwhile I called my dealership in Ontario with the errors codes and they told me that it would be fine to drive the car home (~9 hours) and they would be happy to service it under warranty. Not only that, but I also asked what the price of the part(1k0998262AE) was. They said 271 CAD plus probably about an hour of labour (there shop rate is ~105 CAD and hour), so I don't know how Union VW came up with a quote of nearly $600 in addition to the $125 diagnostic fee. After getting off the phone with my dealership I told Union I would take my chances with taking my car home and getting it fixed there but they said they had already changed the part and we had to pay them or they were going to put it back up on the lift, pull the new part and put the old one back in. I explicitly told them NOT to do the work after the results of the diagnostics came back so I would have a chance to call my local dealership. However they did it anyway and tried to force me to pay for it. After much arguing they finally gave us the part and labour for free. Maybe these guys are fine if you are from the US but Canadians beware. It seemed like they were trying to take advantage of the fact that we were there out of country to try and squeeze every last penny out of us. More