Flo Kelly

I am writing to share my recent experiences with the VW Nanuet Service Department in connection with the maintenance of my 2024 Volkswagen Tiguan. For my first oil change, I chose VW Nanuet due to its c Nanuet Service Department in connection with the maintenance of my 2024 Volkswagen Tiguan. For my first oil change, I chose VW Nanuet due to its convenient location near my workplace. I dropped off my vehicle on the morning of my scheduled appointment, and the service manager arranged a complimentary Lyft ride back to my office, which I greatly appreciated. I was told that once the service was complete, I would receive a call and a return Lyft ride would be provided. While the initial customer service seemed promising, I unfortunately never received a callback. After waiting for several hours, I began contacting the service department myself but was unable to get a clear update on the status of my vehicle. By 4:00 p.m., my coworkers had left for the day, and I had no alternate transportation. I ended up calling and paying for my own Lyft ride back to the dealership. Upon arrival, I discovered that my car had not been moved at all and the technicians were wrapping up for the day. I explained to the manager that I urgently needed to pick up my child from daycare. He was understanding and managed to locate one technician who was still available to complete the oil change. I remained patient and polite, and to his credit, the manager did everything he could to assist. The service was completed, and I was able to leave in time. He also offered 10% off my next visit for services not covered by VW’s complimentary maintenance program, which I appreciated. For my next oil change, I returned to the same dealership when my oil indicator light illuminated at approximately 35,000 miles. However, the experience was drastically different. The service advisor at the desk was dismissive and unprofessional. After checking the mileage, he pointed to a monitor listing the 20,000-mile service (tire rotation) and 30,000-mile service (brake inspection), and stated that since I had missed those, I was ineligible for a complimentary oil change. I explained that I had been informed by VW that oil changes would be covered, and this was only my second oil change. I also noted that no reminder sticker had been placed on my windshield during the prior visit, and I had received no follow-up communication such as a call, text, or email regarding upcoming service milestones. The advisor remained indifferent, and I left feeling frustrated and disappointed. As a result, I went to a local quick-lube shop and paid $150 out of pocket. Later, I contacted another VW dealership, which confirmed that at 35,000 miles I was still eligible for a complimentary oil change under VW’s maintenance plan. I want to emphasize that my first experience—though delayed—was handled with professionalism and care. The second visit, however, reflected a lack of customer service, poor communication, and misinformation about the warranty coverage. Additionally, there was no mention during my first appointment that I needed to return for services at 20,000 or 30,000 miles, which could have helped me avoid this situation entirely. More

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Very bad experiences disappointed at your dealership never going again a 0 😡 no good Volkswagen never going again a 0 😡 no good Volkswagen More

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Horrendous experience, they lemoned my car during a generic service, gave me the run around all morning as I tried to get my car to them, mind you this service was already supposed to have happened two generic service, gave me the run around all morning as I tried to get my car to them, mind you this service was already supposed to have happened two weeks ago but the initial part they ordered for it didn't work in the vehicle nor were they able to tell me that until 3:30 after I had been waiting all morning, which was a huge waste of time. At the moment I'm trying to find a solution with this dealership but they've been quite difficult about it. Would highly recommend avoiding this dealership at all costs. More

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I recently had a very disappointing experience at the Volkswagen dealership in Nanuet due to my interaction with the service advisor, Flo. From the beginning, I felt a lack of communication and professio Volkswagen dealership in Nanuet due to my interaction with the service advisor, Flo. From the beginning, I felt a lack of communication and professionalism on her part. She seemed disengaged and, frankly, her attitude was unhelpful, which made the entire process unnecessarily frustrating. I couldn’t shake the feeling that her attitude was less than welcoming, and it felt as though her behavior may have been influenced by some form of bias. Because of the issues I faced, I ended up working directly with the Service Manager, Frank, who graciously stepped in to take over my case. Frank went *above and beyond*, providing the excellent service and clear communication that I expected all along. His professionalism and dedication turned my experience around completely, and I will absolutely return to this dealership for him and him alone. In fact, I even made sure to pick up my car on a day when Flo wasn’t working, as I simply didn’t want to deal with her again. I am grateful for Frank's exceptional service and hope that the dealership takes this feedback into account regarding Flo’s customer interactions. Frank’s handling of the situation showed me what true customer service looks like, and because of him, I will remain a loyal customer to this location. However, my experience with Flo has left much to be desired.. More

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Great service quick efficient everything explained. Courteous helpful staff. Service unlike any other dealer I have been to. Courteous helpful staff. Service unlike any other dealer I have been to. More

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Great service, fast process for NYS inspection and honored current promotion without issue. Would highly recommend for service. honored current promotion without issue. Would highly recommend for service. More

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Fantastic service. Crew is attentive, waiting area very nice. I feel very confident having my vehicle service here Crew is attentive, waiting area very nice. I feel very confident having my vehicle service here More

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Excellent costumer service from woman at dealership! Best I’ve had. It’s hard to find that these days Best I’ve had. It’s hard to find that these days More

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Good service , very clean dealership, ver easy to make an appointment , only negative I think they should clean cars like other dealerships do appointment , only negative I think they should clean cars like other dealerships do More

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Very attentive staff. Entire process went perfectly. Flo Kelly kept me informed throughout my wait Entire process went perfectly. Flo Kelly kept me informed throughout my wait More

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