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I am a customer of the service dept. the car had two... - R. Adams
I am a customer of the service dept. the car had two trouble codes that needed warranty attention. On my first diagnostic appt the agent told me the car would need all day for the repair. He also said there were loaner cars that might be available and there was a shuttle service. On the days before the repair the C-19 restrictions were increased so I did not want to use a shuttle because we would have to be in the small space risking each other’s health. when I arrived for the appt the new agent said the repair is quick so it should be just 2-3 hours. I mentioned the previous estimate. He said no it won’t take that long. When I asked about the loaner another employee joined in saying “we don’t have loaner cars” and pointed me to the shuttle.
4 hours no word.
5 hours still no word so I walked to a local restaurant for some lunch.
6 hours and still no word on when the car will be ready, no status updates, nothing.
I can’t decide which says poor customer service more than over promising and under delivering, giving vastly different expected wait times, leaving a customer in the waiting area hours beyond the estimated time without a status update, or lying to customers about available transportation.
Still waiting... but the employees are having a good time chatting.
Couldn’t be happier. We are in from out of town and 2019... - Jennifer
Couldn’t be happier. We are in from out of town and 2019 Atlas overheated on Friday of Memorial Day. Four dogs in the car and worried…. they informed us and I feel confident in diagnosis. Zack spoke with our hometown service manager and all will be solved when we get back home. thank you!!!!
Worst dealership service experience I've ever had - BB
I am dumbfounded that this service center has an average of 5 stars. While still under warranty, my GTI was having repeated misfiring issues. Within a span of four visits, Armstrong completely failed to rectify or provide any insight into my car's issue. During the course of my visits, Armstrong attempted to charge me for completely legit warranty diagnostics, failed to detect two leaks that a second party discovered, and refused to fix one of said leaks. It's also worth noting that they tried to deny me shuttle service, claiming that I was out of their range. I am well within Armstrong's shuttle range and have received many shuttles before and after that appointment. Service manager, Mark Welsh, ignored repeated calls for over a week regarding safety concerns, only to call me back after I threatened to take the issue up with Armstrong's GM. On the phone, he was combative and unwilling to admit that my car had any underlying issue. On my fourth visit, they replaced the cylinder head, but ignored repeated requests for insight into why they did this and what was actually going on with my car's engine. Even upon picking up my vehicle, I was denied even a cursory explanation as to why they replaced the head. When I started my engine, I could hear and feel the same misfiring rumbling that I had become accustomed to all summer. I have since sold my VW. I hold the experience I had with Armstrong at least partially responsible for my decision to move away from the VW brand.
Disaster, non-fix of Beetle Car! - womandriver
Still extremely angry with Dick Hannah Volkswagen Dealer (Service Department on Burnside & SE 122nd Ave in Portland, OR) since November 2016! Took my Beetle in (Chime alerts for Seat Belt, Headlights on, Door open were working at the time I took it in) to have the ABS light on and Brake Light on also Beeping fixed! They kept my car for over a week as Mike Rein (certified technician) worked on it. I was called back 2 times to the dealership telling me my car was fixed! It was not! The chime alerts no longer worked . . . they did when I took it in! The Theft Alarm goes off now when it wants to!!! Mike Rein worked on the wiring which I assume caused all the other problems! They sent my car home NOT FIXED! I paid them $3,733.62 to get my “UN-FIXED” CAR BACK!
After I wrote a scathing first review on DealerRater, Jeff Parker, the new Service and Parts Director, (He replaced Ken Wilson and Daton, Service Consultant is no longer there either!) called me and asked me to keep that scathing report from being seen on DealerRater and he “would make my car right”. I believed him and asked DealerRater to stop my report. They did. I scheduled an appointment with Jeff in July 2018 for “them to make it right!” Jeff Parker was not available so I couldn’t see him (always in a meeting?) They kept my car another 3 days and did nothing! I am living with a car that is a headache thanks to Dick Hannah Volkswagen Dealership’s Service Department!
Jay was a pleasure to work with, his kind attitude and... - magie.arroyo
Jay was a pleasure to work with, his kind attitude and sweet personality made it a breeze. I highly recommend him. Buying a car takes so much time and they had all of my documents ready for me to come, sign and go. In this pandemic and my busy schedule I find this a great accommodation for everyone.
Excellent Experience Despite Unfortunate situation - mathew.hymas
I worked with Paul in the service center who was absolutely excellent. He went out of his way to work with me to make sure my car received the best service. He called the company that issued my warranty multiple times for authorizations to do work and was a great advocate. His team also was willing to give me a discount on some work due to a very unfortunate situation caused by the local valvoline. I will not take my car anywhere else, and next time I am buying a car this will be my first stop.
Best service around - leesa pearl
I've always had fantastic service at MAC VW- Ron is fantastic, they work quickly and keep you informed, and have a nice loner car available when you need it.
I don't know anything about the sales department- I bought my car at a different dealership before moving here.
Wish I could leave a positive review as this is the... - Jbenzel
Wish I could leave a positive review as this is the closest dealership to my house but my experience with their service department was terrible. Took my car in for its scheduled maintenance, and the gentleman that scheduled my appointment was fantastic but that's where it ended. After spending almost $600 with them, they tried to upsell me an additional $300 in unnecessary services using scare tactics that were nothing more than lies. They claimed that injector service was required every 30k miles and that due to Oregon's "unregulated" diesel it was even more imperative to have it done. A) it is not a required service on VW factory maintenance at 30k mile intervals and B) Oregon's diesel quality is regulated. Also that tire rotation that's a part of the 50k mile service...never happened. The final straw was discovering that they had spilled AdBlue DEF fluid all over the carpet of my trunk and left it to crystallize. After 4 half hearted attempts by their "service manager" to clean it, there is still DEF in the carpet. So if you want a service department that tries to scare you into unnecessary services and will leave your car a mess, and leave you needing to spend more money elsewhere to finish the job you paid them for and clean up after them, this is your place.
I'm very satisfied with the professionalism and... - JohnW.
I'm very satisfied with the professionalism and willingness to go the extra way to answer my questions. Every time I called the service department they always responded respectfully. I will definitely would recommend VW of Salem to everyone I know and I will be returning again when needed.