Alessio Vitello | Page 8

Lokey Volkswagen responded

Hello, We thank you for your kind words and you sharing your experience. We're happy to hear that Alessio made your car buying process smooth, personable, and transparent. We really appreciate your recommendation but would love to know what we could have done to make your experience a 5-star one. Your feedback is incredibly valuable to us as we strive to continually improve. We look forward to hearing back from you with additional feedback & to serving you again in the future! - Lokey Volkswagen

Lokey Volkswagen responded

Hey Mike, We do appreciate all feedback and take everything into consideration. We remember you from coming in to help your father purchase a vehicle after his was lost to the hurricane. We would like to first take the time to send our deepest regret that your family was affected by the hurricane as such. After looking through your customer profile in our system we saw that you did purchase a CPO 2022 Volkswagen Tiguan on October 27th. We would like to apologize for delivering you a vehicle that was not above expectations as far as the cleanliness and cosmetic aspect goes and we have brought this matter to the attention of our General Manager, our body shop, and our detail/washing team. They will be looking into which team member worked on your vehicle before you left with it and will take the necessary actions. We highly encourage our customers to bring matters such as these to our attention as soon as possible this way we can correct any potential issues and make the experience better for you. S

Lokey Volkswagen responded

Hi Victoria, Thank you so much for your thoughtful review! It’s clear Alessio made a strong impression, and we’re so proud to have him on our team. Your recommendation means a lot to us, and we’re grateful for your trust. Alessio and the team will be here for you for anything you might need in the time to come! Until then, get driving and start loving your new Volkswagen! Best, Alessio & The Lokey Volkswagen Family

Lokey Volkswagen responded

Hey Marianne, We appreciate your feedback & 5-star rating of Lokey Volkswagen and our team. We appreciate having you as a customer and were glad to serve you to the best of our ability! We hope you are loving your newest vehicle & don't forget to come back in to see us for your lifetime free oil changes & car washes! Best, The Lokey Fam

Lokey Volkswagen responded

Hi Carl, Thank you for taking the time to share your feedback, and we’re truly sorry to hear about your dissatisfaction with your recent experience at Lokey Volkswagen. We also want to take the time to express our sincerest regret that you, your family & vehicle were affected by the hurricane. We take every review seriously and have thoroughly reviewed the details of your situation to better understand what occurred. We understand your frustration regarding the test drive. While there is construction in the area directly off US 19, it has not been an obstacle to test driving the vehicle on the open road. However, we are aware that you requested to limit the drive to our parking lot, despite our offer to take the car on the road for a longer test drive. We always encourage our customers to get a full experience with the vehicle before making a purchase, and we respect your decision, but it’s important to note that the limited test drive may not have allowed you to fully assess the vehicle's performance/features. We also regret the delay in obtaining your license plate. However, as you may know, licensing can sometimes take longer than expected due to factors beyond our control, including external agencies and departments involved in the process. We are also sorry to hear about your experience with the air conditioner and service department. At times there can be miscommunications between sales & service, and we uncovered that the service department made a mistake and did not heed Alessio's appointment request for you properly. We pride ourselves on providing quality service, and we will certainly be taking your feedback into consideration & discussion with our team to ensure that future customers receive better. It’s important to note that we cannot always guarantee immediate availability for service, but we did offer to address the issue and scheduled you accordingly. We understand your frustration, and we’ll continue to work on improving the process. As for the missing items & the second key, we want to clarify that for used vehicles, they are sold as-is, and these items were not included with the car at the time of purchase. Before you went to the Finance department, we are aware that Alessio discussed the items with you and that you were aware those items were missing before signing paperwork. We understand that these oversights caused inconvenience, and we do apologize. Our team does everything possible to ensure our customers have a smooth experience. Alessio did make an effort to reach out to the previous owner to inquire if those items were available, but unfortunately, they were not, and the vehicle was originally sold to that previous owner without them. We understand this was disappointing, but we want to emphasize that all used cars are sold based on their current condition and equipment, and any items that may have been included when the vehicle was new are not guaranteed unless explicitly stated. From our understanding, your Product Specialist, Alessio, was in direct communication with you, and we made every effort to assist with the key and other situations, despite the additional delays involved. Additionally, we believe that a more thorough examination of the vehicle and a longer test drive, which we always encourage, would have helped identify any potential missing items or issues, such as the headphones or the air conditioning. By taking more time to inspect the vehicle, many customers find they are able to spot these kinds of details before finalizing their purchase. We always strive for transparency, and we want to make sure every customer has the opportunity to fully assess the car they're buying. We tried to learn more details about what happened when you arrived for your license plate, however, we are unable to identify exactly who you worked with as far as the "girl" goes. We believe that someone who was should not have been responsible for this activity became involved that resulted in a disrupted process. We would like to apologize for that as well. Lastly, regarding the dealer fees, warranties, and the customer service you encountered, we sincerely apologize if there was any confusion or misunderstanding during the paperwork process. Our team works hard to explain all fees upfront, and any discrepancies are always taken seriously. We are committed to making sure every customer has a positive and clear experience. Once again, we appreciate your feedback and will use it to improve our processes moving forward. We are genuinely sorry that your experience was not as expected, and we wish you all the best with your vehicle. Should you have any further concerns, please don’t hesitate to contact us directly so we can address them in a timely manner. Sincerely, The Lokey VW Family

Lokey Volkswagen responded

Hey there, Thank you so much for the fantastic 5-star review! We're thrilled to hear that your car-buying experience was smooth and easy. Our goal is always to make the process as stress-free as possible, and it's great to know we succeeded! We're also happy you’re excited about the free oil changes for life—it’s just one of the ways we like to stay connected & give thanks to our customers. Don't forget about the free car washes for life as well! (; We truly appreciate your support and look forward to helping you again in the future. - Lokey Volkswagen

Lokey Volkswagen responded

Hi Luis, Thank you for taking the time to leave your feedback. We regret to hear about your disappointing experience with us. We take customer service very seriously, and it’s concerning to hear that we didn’t meet your expectations. Could you please provide more details about what happened with your trade-in, the recall issue, and any other concerns you experienced? We want to understand exactly where we went wrong so we can address the situation and improve our service. There are many times when we are not informed on Volkswagen released recalls and are at the mercy of Volkswagen corporate timing as far sending those notices out. We do apologize about that. Additionally, if there’s anything we can do to make this right for you, please don’t hesitate to reach out—we’re here to help. Your feedback is important to us, and we would love the opportunity to turn this experience around. - Lokey Volkswagen