Alisha Schofield

Wellesley Volkswagen responded

Good Morning Deb, I apologize as though you feel your most recent experience with us was one that lacked integrity or honesty. When looking at the history and each visit, we can be sure that every moment in conversation regarding what repairs were needed, the foresight to what else could come up, were all properly documented & translated to you so that you could then make an educated decision on what was best for you. Your first time visiting our service department was on 05/20/2026 where you had the concern of the A/C & Heat not being up-to-par & a Check Engine Light present on the dash. At that time, one of our factory trained technicians verified the Heater Core was in need of replacement along with the AC Condenser. The Heater Core linked to your Check Engine Light and the Condenser responsible for your lack of heat & air conditioning. We informed you at that time (which can be found on the copy of your invoice from that visit) that though we verified the AC Condenser was in need of replacement - the possibility of also needing a Compressor was in question. We always try to prep customers for what else could be in question when quoting out repairs of this magnitude or dollar amount in order to stay transparent & provide all the insight we can for you to make a justifiable decision on whether to proceed with repairs or not. You declined the repairs at that time but returned on 07/14/2026, ~3,000 miles later to proceed with the repairs. During that time of write-up on your second visit - we once again touched base that the A/C Condenser would have to be a starting point. We documented on the Repair Order the following “A/C CONDENSER EST $3900 - START WITH CONDENSOR FIRST…MAY ALSO NEED COMPRESSOR”. Less than 24 hours later we reached out to you on 07/15/2026 at 2:55PM verifying our initial assessment and you opted into the replacement of the A/C Compressor as well. This visit, a portion of the invoice was replacing your Rear Springs, Exhaust Clamp and Realigning your bumper as you mentioned you grazed against something. We did not “double” our initial estimate to replace the vehicles A/C Condenser - we pre-emptively brought to your attention, with our years of experience in repairing these vehicles, that there was a high-probability the A/C Compressor would also need replacement. We choose to give everything we know about what could occur to ensure our valued customers can plan, prepare and make a decision that makes the most sense to them when repairing their vehicle. We didn’t elude you to one-specific dollar amount - we left the door open that repairs could exceed what we could initially confirm prior to being given authorization of repair. As for the repairs you mentioned that were needed a week later - the codes we found in the system were correlated to your diesel-particulate filter & cooling fans. Codes that were not stored during your vehicle initial diagnostic. You are completely accurate in your review when you state we “eluded” to these codes - this is where we properly informed you of them, the timing in which they stored in the system (which was after we provided our initial estimate or began repairs) and once again, were honest-and-upfront in our findings. To state our team lacked integrity is not a fair assessment as we kept you in the loop, offered assistance in guiding you through the steps needed to replace your windshield under your insurance and foresight each time of what could potentially arise in order to provide an honest assessment. I apologize as though you feel there was a lack of honesty or that we came up short. I’d be happy to discuss this matter further at your convenience so we may address your concerns. All the best, Drew Ricci Service Manager Wellesley Volkswagen Inc. (781) 237-3553 dricci@buywellesleyvw.com

Wellesley Volkswagen responded

Knowing that our prompt, attentive service and clear explanations have earned your trust means a lot to us. We’re glad you found the proposed work explained clearly and feel confident leaving your Volkswagen Arteon in our care.

Wellesley Volkswagen responded

We’re glad Mike could make scheduling your wheel repair easy. Knowing the service on your Golf GTI met your expectations means a lot to us.

Wellesley Volkswagen responded

Efficient online scheduling and a comfortable waiting area with strong Wi-Fi are hallmarks of how our service department supports drivers of the Golf GTI. Hearing that you appreciated the easy reservation, absence of upselling, and our lounge amenities means a lot to us.

Wellesley Volkswagen responded

Your mention of easy scheduling, clear updates, and seamless pickup highlights what our service team strives for. Hearing that service on your Taos met your expectations means a lot to our team.

Wellesley Volkswagen responded

Thank you for taking the time to write this review, Jade. Our customers are our top priority and your feedback is greatly appreciated! All of us at Wellesley Volkswagen are glad to have you as a customer.

Wellesley Volkswagen responded

Your praise for Alisha and our service department making you feel valued highlights what we aim for. Knowing the service on your Tiguan left you feeling appreciated is truly rewarding. Thank you for sharing your experience and the five-star rating.

Wellesley Volkswagen responded

Knowing that our detailed assessments help you prioritize necessary repairs means a lot to our service department. We’re pleased Drew and our technicians could walk you through each issue, its severity, and its safety impact. Your trust in our diagnostic process is greatly appreciated.

Wellesley Volkswagen responded

Our service team enjoyed assisting with the tire replacement on your Volkswagen ID.4. Knowing that our confirmation call and punctual appointment met your expectations is rewarding. Thank you for the five-star rating.

Wellesley Volkswagen responded

Your praise of Drew and our technicians highlights the expertise we strive to deliver. It’s rewarding to know you found our service department’s care on your Volkswagen Tiguan exceptional. Thank you for the five-star rating.