I will not be going back to this dealership because of... - Megan
I will not be going back to this dealership because of how they treat their customers. Here was my recent experience with O’Steen VW:
I bought a new VW from a different dealership in April 2020. When my gps started having issues in June, I decided to go to O’Steen to have it fixed because it is a little closer to my house than other VW dealerships. So made an appointment, took my car in and explained my issue to a guy in service, gave him the keys, and left. I get a call a few hours later that the issue is something that requires a part to be replaced, but it’s on back order and was told they would contact me when the part came in. I pick up my car and read the description written by the service guy I talked to and it isn’t exactly what I said, but close enough to get the job done I suppose.
About 7 weeks later after not hearing from O’Steen, I go to a different VW dealership where they call O’Steen and find out that my part had been delivered despite me not getting a call about it. Annoyed that they didn’t reach out to me, I called O’Steen and made an appointment to have the part replaced for the next week. The next week I drop off my car to finally be fixed, but I get a call 3 hours later that they had given the part to someone else, that they will order another part, and they expect the replacement part to be in by the next week. They also had to order a different part to fix a microphone issue. I told them that once all of my parts had arrived I would bring my car back in for service so that I don’t have to make multiple trips. So I once again pick my car and waited for them to call me when everything has arrived.
I then get a call from service about 5 days later, and I am told that my parts had arrived. I asked for clarification that it was not just one of the parts because, like I previously told him, I don’t want to make two trips. I was told that the order says all parts arrived, but that they would check and get back to me. Well about 45 minutes later I hear back from service and am told that I was right, only one of the parts had arrived, and that the part they had to re-order because they had given it away would be in by the end of the month (so that’s up to another 2 weeks). My next call was to the service manager. I got his voicemail, so I left a message. After two days of not hearing back from the service manager, I decide to call again. I again got a voicemail, but instead of leaving a message I called back and insisted that I speak to the service manager since he seems unable to return calls. I spoke with the service manager this time. He looked into my complaint and tracked the part we were waiting on. He said the part is on the way and in California, and when the part arrived they would would pick up my car and fill it up with gas for the inconvenience. I obviously was not thrilled that after two months I would still have to wait for my new car to be fixed, but I was trying to be understanding.
I got a call a few days later from service that the part had arrived and scheduled a day and time for them to pick up my vehicle. Then the morning they were supposed to pick up my vehicle came and went without a call from the dealership. I received a call that afternoon from the service guy I had been working with about how they were supposed to have gotten my car that morning and was told that I was supposed to call them about them coming to pick up my car. I disagree, but fine. He said that he would have to wait for a loaner car to come back, but that he would have one left for me when they were able to come pick up my car. A couple hours later, they came to get my car and left me with a loaner. The next morning, I was notified that my vehicle was ready and they would bring me my car when they had time. They brought me my car by that afternoon. I noticed a minor scratch on the door near the handle that I do not recall being there before they took my car (they have not contacted me about that despite the guy who dropped the car off taking a picture of it and telling me he would let my service guy know) and my gas tank was not filled up. The gps and microphone seem to have been fixed properly, but I am still seriously unhappy with how this dealership does business.
I feel like I tried to be more than understanding, but nobody at the dealership seemed to care about their constant mistakes (not properly recording my issue, not calling me when the part originally arrived, not paying attention to whether all of the parts had arrived before calling me to bring my car back in, not returning my voicemail, not picking my car up on time and blaming me for that mistake, not filling up my car like they said they would, and not contacting me about the scratch on my car). Due to my terrible experience and the dealership’s apparent apathy toward customer service, I do not plan on returning to this dealership. I figured I should let other customers know what they should expect when doing business with O’Steen VW, which is why I have posted this review across various platforms.
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