Annie Thompson | Page 19

BUYER BEWARE!!! I'm sort of stunned by the numerous positive ratings I see regarding this dealership. I've had nothing but bad experiences with them, and have not he I'm sort of stunned by the numerous positive ratings I see regarding this dealership. I've had nothing but bad experiences with them, and have not heard any positive feedback from anyone else I've known who has done business with them. It makes me wonder if they pay a service to have positive comments added to websites to offset the negative comments from real customers. The terrible experience began with the high pressure salesman that wouldn't even give me a monthly payment quote and ended with them not repairing an issue while the car was under warranty. I began having problems with windshield wipers on the vehicle at around 32,000 miles. The wipers would just not work at all on certain days, then other days there wouldn't be a problem. I made an appointment, arranged to borrow a car from a family member, took time off of work to get the car in to the dealer and took the car in for repair. I went to work an left the car at the dealership. At the end of the day, I received a call regarding the wipers. The service manager basically informed me there was nothing they could do because the wipers were working. He told me there was no possible way to figure out what was wrong because they were currently working. He instructed me to bring the car back in when they were not working. I was then passed on to a "service advisor" named Annie Thompson whose job seems to be to stand the dealership's ground when they know someone will be upset because they are not doing anything for them. Annie proceeded to give me her name and phone number and tell me that I should call her directly the next time there was an issue. She would make sure the repairs were done and the car got in for service. I expressed my concern that the warranty would be expiring on the car soon. What should I do if that happened before the wipers could be repaired? Annie assured me this would not be a problem since the issue was documented in the computer system. They would fix it, no problem! Little did I know, it would become a problem. Not only was that a false statement, but it served as a false sense of security to me. It prompted me to go on about my business and expect that the dealership would honor their promise. I later found out (from VW customer service) that they would have directed the dealership to repair my windshield wipers after the first visit, had I just called to complain!! Instead, I went on for 1.5 years trying to get the car to the dealership when the wipers weren't working. I made several appointments that I canceled due to the wipers miraculously working again just prior to me taking it in. I finally got the car in when the wipers weren't working! Then Ms. Thompson got on the phone and told me I had to pay $500 + installation for a new wiper motor that is needed. When I reminded her of the promise she made to me, she stated she didn't know who would have promised that because they "don't do that!" When I pointed out that the wipers had a documented issue prior to the warranty expiration, she told me I had to contact VW customer care to plead my case with them. "Perhaps they will help you!" So, after some questioning as to why I should be the one to plead my case when they will ultimately have to get the answer from VW, I called customer care. Customer care had no idea what I was talking about and told me "the dealership knows our warranty information. We don't do anything beyond that. We don't know why they asked you to call us." So, after one and a half years of bringing my car in for the same problem, being stranded without a car in the rain with no working wipers, wondering if I would be able to get to work the next day if there was inclement weather, and getting the general run around....I now have a huge bill on a part replacement of a part that failed prior to the warranty expiration. DO NOT GO TO DEAN TEAM!!! That is my advice. If you do, hope you never have an issue with your car that needs repair. They'll attempt to wait out the warranty so you can pay for it yourself! Carrie Dickhans More

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Wouldn't Buy Anywhere Else Just bought our 4th Dean Team VW from these guys. What else needs to be said? Also, service dept is top-notch! Always a great experience. Just bought our 4th Dean Team VW from these guys. What else needs to be said? Also, service dept is top-notch! Always a great experience. More

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Complete trust in Dean Team service team Thank you Annie for your wonderful service. Annie is so friendly and responsive to the customer. She is very attentive and knowledgeable, and she co Thank you Annie for your wonderful service. Annie is so friendly and responsive to the customer. She is very attentive and knowledgeable, and she communicates very well with the customer. We are so grateful for the honest and reliable Dean Team service group. We know we can always count on them, no matter the size of our service need. We maintain multiple cars at this facility, and each time I go in, I can have a very productive conversation with them about our service goals. On our newer vehicle I appreciate their efficient, reliable service and advising. In addition to that, on our older vehicle, I especially appreciate their patient and competent troubleshooting. They really listen to the customer and understand how to work with the customer as part of the service team. We wouldn't service our vehicles anywhere else. More

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General maintenance and oil change. The service representative that assisted in my visit was Annie. I was promptly greeted in a friendly and professional manner. Annie went out of her The service representative that assisted in my visit was Annie. I was promptly greeted in a friendly and professional manner. Annie went out of her way to honor a commitment she made in an effort to maintain a good customer experience. I bought my Subaru from this dealership which was a pleasant experience and will continue to have my vehicle serviced by them. More

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Great service I was very pleased with the service that I received at Dean Team. My boyfriend got his car here and our car salesman Paul found him the exact car he w I was very pleased with the service that I received at Dean Team. My boyfriend got his car here and our car salesman Paul found him the exact car he wanted for the price we wanted to pay. So when it came time for me to get a car Paul worked with me to find me the car that I wanted, even though the car I wanted was hard to find. In the end he found me my car and I paid the price I wanted to. So over all I am very happy with the dealer. Also if you need to get any service done on your car Annie in the service department is the best. More

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Delighted with 5 used cars bought here in the last 24 years! Each car was thoroughly checked and in top shape. The one time there was a problem that was missed, they made it right with no questions asked. These Each car was thoroughly checked and in top shape. The one time there was a problem that was missed, they made it right with no questions asked. These people embody the ideals of honesty, integrety and excellence. I did not even consider looking anywhere else for the car I just helped my son purchase. I just called Paul Bierman - told him what I was looking for and he delivered! Annie Thompson and the whole service department are exceptional. The Dean Team truly understands the value of a long-term relationship with the customer! I'll be back! More

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Scott Roberts of Dean Team - King of VW Sales and Management We just purchased our 4th VW from Scott. My 5th VW!! We keep coming back because of excellent service, professionalism, and the most enjoyable exper We just purchased our 4th VW from Scott. My 5th VW!! We keep coming back because of excellent service, professionalism, and the most enjoyable experience in a car sale! Not many people can say how they enjoy buying and negotiating a new car purchase. We can!! Scott makes the transaction smooth, answers all questions, continues to communicate after the sale, and completely orientates one to their new vehicle. He is knowledgeable and trustworthy. It is a positive and pleasant transaction. We have had many autos in our lives but we keep coming back to Scott. Not only do I LOVE VW vehicles but the experience is so fun with Scott - we look forward to another purchase. We recommend the salesman and the dealership! More

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Awesome! =) Everyone who works here is amazing, thorough and professional. I am extremely lucky to have become intertwined with these individuals, they have me fo Everyone who works here is amazing, thorough and professional. I am extremely lucky to have become intertwined with these individuals, they have me for life! More

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My husband and I have bought from Dean Team Dealers before and have never had a bad experience. We went thinking we were going to buy a Forrester but I fell in love with the Outback. We are the owners before and have never had a bad experience. We went thinking we were going to buy a Forrester but I fell in love with the Outback. We are the owners of 6 Subaru's before this purchase and James told us some things about the Subaru we didn't know. He was very polite and knowledgeable. Annie was just as friendly and helpful as she has been in the past. Rick did a great job with the paper work. Once again a happy experience with Dean Team. James keep it up, you did a wonderful job ! Sincerely S. Buerk More

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I own a 2008 Subaru WRX and developed the clutch/brake bracket weld cracks that are well-documented in the enthusiast community. Many in the community are pessimistic with regards to the "dealer experienc bracket weld cracks that are well-documented in the enthusiast community. Many in the community are pessimistic with regards to the "dealer experience" in getting this issue resolved as Subaru of America has not yet issued a public statement or recall. However, Annie Thompson at Dean Team was prompt in addressing my concerns and had the cracked joints rewelded in cooperation with Subaru of America. It is worth noting that I am out of warranty. A crack redeveloped shortly after the initial repair due to a weld that was missed. Annie had the entire bracket seam rewelded at no cost to me. More

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