Volkswagen at Cool Springs

Purchased what was supposed to be a Certified Pre Owned car here in January 2021 and had concerns about the condition of the front tires at purchase but when we expressed those concerns we were assured the car here in January 2021 and had concerns about the condition of the front tires at purchase but when we expressed those concerns we were assured they were well within range of certified tires and they should just be rotated soon. Took them to be rotated and balanced today were told by Discount Tire they are old tires (one is from 2014 and one from 2015) and at less than 4/32 tread and definitely need to be replaced. They would not even rotate them saying it would make the vehicle more unsafe. These old tires were sold to me on my “Certified 2018 VW Atlas”. When I called to speak with someone at the Dealership my message was only returned by the receptionist who said she spoke to someone in the Used Car Dept who assured her the tread was fine when we purchased it and the age of the tires doesn’t matter on their certified vehicles. Disappointing customer service and standards of excellence. More

NEVER AGAIN. We brought our car in for an oil change, waited twice as long as we were told, then were asked to come back on a different day to get a tire replaced because they didn’t have any in the shop waited twice as long as we were told, then were asked to come back on a different day to get a tire replaced because they didn’t have any in the shop. We were supposed to hear back quickly, but instead it took nearly a month! And that was only because WE CALLED THEM! And here’s where it gets even worse... I called three times in one week just to be sure that if we took the drive to the dealership that everything would be ready to go. I was told that this process, once we arrived, would take 90 to 120 minutes. I thought this was actually quite high to replace ONE TIRE, but I had no choice. When we returned to have that tire swapped out on our car it took nearly 6 hours!! SIX HOURS... of waiting, stranded there with our child and nothing but awful customer service and undelivered promises. The person we dealt with was Eric, who knew we were coming yet was unprepared. Who over-promised and consistently under-delivered. Who told us just to go home and wait, even though my husband had to take time off work for this. Who had no empathy yet fake apologies. How? How is he working there and the service advisor, when the only service he knows about is bad service? How? Unless someone else is in charge, we will NEVER return, and you shouldn’t waste your time either. Hopefully this review can save someone else the frustration that we’ve dealt with over these 4 weeks. More

They never answer their phone. Never, ever, never. I think when the dealership changed owners a few months ago the place has gone downhill. Wish I did not own a VW. think when the dealership changed owners a few months ago the place has gone downhill. Wish I did not own a VW. More

They never answer their phone!! EVER! I’ve called multiple times over multiple days never a live person.. left messages with the service department with zero communication back. multiple times over multiple days never a live person.. left messages with the service department with zero communication back. More

stopped in to inquire about the suv’s. Bradley greeted me and was very helpful with all of my questions. He is very knowledgeable! Will be back to see him when I am ready to get my vehicle appraised & purc and was very helpful with all of my questions. He is very knowledgeable! Will be back to see him when I am ready to get my vehicle appraised & purchase a new vehicle. More

We stopped in to just look around. Faith approached us and was very helpful with all of our questions. Very friendly ! We will be back to see her when we're ready to purchase a new vehicle. and was very helpful with all of our questions. Very friendly ! We will be back to see her when we're ready to purchase a new vehicle. More

Arnaldo and EJ have always been exceptional to work with. We have purchased multiple cars thru them over time. My mom loved her VW that they helped us purchase. Service has always been exceptional. We have purchased multiple cars thru them over time. My mom loved her VW that they helped us purchase. Service has always been exceptional. More

LIES - WORST service, experience, productI purchased a LIES - WORST service, experience, product I purchased a Passat February 2020 with a Solid Gold Warranty. August 2020 the turbo engine went out and I LIES - WORST service, experience, product I purchased a Passat February 2020 with a Solid Gold Warranty. August 2020 the turbo engine went out and I dropped the car off at Volkswagen, Cool Springs, TN. I spoke with Ashley, Service Advisor about the car and she wanted me to know that they had new ownership that day and no one was working and for me to call back. In another call, she stated the part was ordered August 8th and expect the car Aug. 10, 2020. I asked for a loaner and she said no. She said if they get a car back then she would call. This call wasn’t returned and I called again to ask once more for a loaner and same- no. Ashley was sarcastic, rude and dishonest; I asked to speak with the person over her and she told me no, he was in a meeting and I did not get a return call. The person I was supposed to speak with was Josh Corbitt. At this point, I’ve spent $1,000 of my own money in a car rental. I asked Ashley for a refund from VW, again, another no. I asked what should I do, her response was I don’t know, again, asked to speak with her boss and denied. I contacted VW Corporate and spoke to Mitch, he said they didn’t have to give me a rental and he would call me back to check on the status of the repair; he was supposed to call me 8/10/2020 and he never called. I called a VW dealer out of state who was kind to tell me the part I need is on the shelf at another dealer, but it would have to be released to Cool Springs. I couldn’t continue to pay for a rental car and I was denied a loaner from the dealer multiple times, corporate was no help so I had to get a 2nd car loan and buy another car since I couldn’t afford the rental. I am now paying for 2 cars and 2 insurances, add on another set of tags and license fees. I am out thousands at this point and again, the part is on a shelf at another dealer. 9/29/2020- Nick Cancellar, Area Manager returned my call at 4:59pm. He informed me of all the problems they had with Ashley and she was terminated for poor performance. KEY POINT - they knew of her poor performance and didn’t verify customer issues and my car is on their lot. I expect you to know something of my car, you knew she was a low performer, you knew how she treated customers poorly, you are expected to know what property is sitting on your lot and you failed to verify anything with paperwork in/on/around her desk/mailbox. YOU literally did nothing. Nick stated that the part order was cancelled and ROs was not given to him. He stated the part was escalated to RED Warranty. He stated my warranty does provide a rental car and that I need to get him the receipts for reimbursement. I got them the receipts and Josh told me NO on the reimbursement, I have to wait for the Passat to be repaired. That is not what Nick told me. Nick mentioned about buying the Passat from me, when I mentioned that to Josh he literally laughed at me and said no. So now I’m out many thousands of dollars in car payments, tags, license, rental fees and multiple insurances over a product that is available and no one is willing to help me by honoring a quality part that again is available at other locations. Josh now says the part should be in MAY 2021, you will have this car more than me. VW – you have had my car since August and the part is available and yet I am out thousands of dollars and my credit score dropped due to a 2nd loan. This entire experience with VW has been seriously disappointing, I have always been a fan of VW but this really makes you want to try another manufacturer. More

If you need a new car, even if you don't want a VW, GO SEE CARLOS!!!!!!!!! A few days ago I was scanning online just curious on pricing for Volvo XC90s. It's been my dream car for years and I've been w SEE CARLOS!!!!!!!!! A few days ago I was scanning online just curious on pricing for Volvo XC90s. It's been my dream car for years and I've been working towards a goal of being able to purchase one in the next 12 months. I found an AMAZING deal on one that had just been posted and drove straight down to the dealership. I was greeted by Carlos immediately. He was friendly and warm, and was very detail oriented throughout the sales process. The car I was interested had literally arrived that morning, so they hadn't had a chance to inspect or clean it. Still, my heart was set. Carlos worked with me virtually over the next 24 hours to get my financing package together, and worked to push up the inspection and detail date so I could take the car home. Everyone from the Sales Manager (I am so sorry that I can't recall your name, but we talked a lot about our shared love for volvos) and the finance manager were seriously so great. No pressure at all, fair pricing, and an easy buying process. You can't ask for much better!! Thanks again y'all!! More

Lost My Business I purchased my car from this dealer a year ago. I went in this past week for my routine oil change and tire rotation, and to inquire about a "check en I purchased my car from this dealer a year ago. I went in this past week for my routine oil change and tire rotation, and to inquire about a "check engine" light that had just shown up. I made an appointment for early in the morning. I called after 3 hours of not hearing a word and my car had not even been brought into the bay. After calling 2 more times, I was finally told that my car was being looked at starting at 1 PM. I ended up waiting a total of 7 hours for my car. I drive away and not 5 miles down the road, my "low tire pressure" comes on. Can someone explain to me why I just spend $104 to have my tires rotated and my oil changed and the techs couldn't even be bothered to fill my tires? Do we think they even actually changed my oil? Needless to say, they've lost my trust and my business. More