Ken Garff Volkswagen Southtowne

I bought a brand new car here in June 2026 and from the first week it had some small issues that needed addressed. I took in for service and had relatively good experiences. I had an annoying rattle formin first week it had some small issues that needed addressed. I took in for service and had relatively good experiences. I had an annoying rattle forming in the dashboard and intermittent issues with the radar functionality which I documented with photos and videos. The service department continuously said there’s nothing wrong with it, there’s nothing they can do, etc…Took the car with the head of the shop and they confirmed all the issues but still service wouldn’t proactively address my issue. The service tech told me they wanted to keep the car but they don’t have loaners because I don’t qualify (which this is a warranty repair issue, so how don’t I qualify). The service tech Hunter told me to go rent a car on my dime and the dealership is not responsible to reimburse me. They lied to my face that they had attempted to fix the vehicle when the vehicle sat on the lot for hours without anyone looking at it. I get app notifications when you open the doors and such, and they never looked at it. I’ve taken it to them 6 times and eventually filed a complaint with corporate VW North America since the dealership fails to provide quality service, fails to provide documentation for the visits (which they say they email them when they don’t), and have tried to get me off their plate to not have the deal with the situation. A brand new car with less than 5,000 miles should not have issues. I’ve already been in for 4 separate things, and they do not care how they treat their customers. The customer relations manager is super nice but none of our conversations have materialized into the staff performing better or seeing any change in their approach to handle things. Unfortunately I’m at the point of taking my sales and service business elsewhere. More

Don't value customers time. Only interested in getting your money. Poor customer service. Booooooo! Only interested in getting your money. Poor customer service. Booooooo! More

I have purchased three vehicles from Volkswagen SouthTowne, and unfortunately, each experience has been worse than the last. As a repeat customer, I expected that loyalty and history would mean som SouthTowne, and unfortunately, each experience has been worse than the last. As a repeat customer, I expected that loyalty and history would mean something, but my most recent experience has been extremely disappointing. I purchased a 2024 Volkswagen Atlas Cross Sport SE with Technology, and with only approximately 2,200 miles, the leather seats are already showing cracking and deterioration. I understand that issues can happen with any vehicle, but what has been most frustrating is how the situation has been handled. I contacted the dealership expecting assistance with what should clearly be a warranty concern. I was told that information would be submitted to Volkswagen for review. After waiting and following up, I contacted Volkswagen Customer Care directly and was informed that nothing had been submitted on their end. That leaves me with a very frustrating question: was the claim never submitted, or was I given incorrect information? Either way, the communication and follow-through have been unacceptable. This dealership has recently transitioned ownership to Ken Garff, and I sincerely hope this is an opportunity to improve the customer experience. A new owner should mean a renewed commitment to service—not customers having to chase down answers themselves after spending significant money on a new vehicle. I have been a loyal Volkswagen SouthTowne customer, but loyalty works both ways. Customers should feel appreciated and supported after the purchase, not forgotten once the paperwork is signed. I have photos documenting the condition of the seats, and I hope management takes this opportunity to address the issue and improve the experience for future customers. More

Oscar at Southtown was great. Took care of me and found me a nice vehicle. Thank you, Southtown. Took care of me and found me a nice vehicle. Thank you, Southtown. More

Car originally went into shop in first of January needing a new transmission for warranty work. Every 2 week I called for an update I was told still waiting to hear from warranty. Finally got it back in Apr a new transmission for warranty work. Every 2 week I called for an update I was told still waiting to hear from warranty. Finally got it back in April but I had to pay for labor. 1 week later was back in shop for another issue with the transmission it is now mid June and still no word from them on what is going on with my car. Is it them or the warranty? Terrible communication More

This place is amazing! Great service and conversations. Very happy I bought my new car from here Great service and conversations. Very happy I bought my new car from here More

They were very patient with me. Helped me to get the results i needed. Great job to all the Volkswagen staff at Southtowne!!! Thank you for all your help. Helped me to get the results i needed. Great job to all the Volkswagen staff at Southtowne!!! Thank you for all your help. More