Shane Roberts

The entire service department as well as the dealer operator, Shane Roberts, are completely inept at doing something as simple as communicating the status of a vehicle throughout the repair process. operator, Shane Roberts, are completely inept at doing something as simple as communicating the status of a vehicle throughout the repair process. My repair was scheduled weeks in advance, and I was told at the time of scheduling as well as at the time of drop-off that it would be completed within the week that it was dropped off. The day it was dropped off was February 7. All told, the dealership had the vehicle in its possession for well over a month. I have absolutely no doubts that, had I not gone to the lengths that I did, including involving Volkswagen Corporate, my vehicle would still be sitting on their lot waiting to be repaired. According to one phone conversation with Shane, he had to push my vehicle in front of at least 50 others that were still waiting to be repaired. To be fair, I’m no dealer operator. However, I have to question the business sense of continuing to book vehicles for repair under the fraudulent pretense that they will be completed within a few days while knowing full well that there are tens of other repairs ahead of them. Presumably those 50-odd other vehicles are also way behind schedule, so it would seem prudent to clearly communicate that fact to anyone scheduling a new service appointment. Every time I communicated with the service advisor, Brandon, I was told the same thing—that my vehicle was “still on the radar” and that they would be getting to it soon. And each one of those communications was by me reaching out to him. He failed to reach out to me at all, even after promising to do so on several occasions. Even Andrew, the service manager, failed to honor his word to continue to proactively reach out to me to update me on the status of the vehicle. Of course, he told me on the phone that he spends more time on the shop floor turning a wrench than he does in his office. Again, I’m no dealer operator, but I question the business sense of having a manager essentially performing the duties of a technician. It would seem that if Andrew were given the opportunity to actually do his job then perhaps the service advisors under his management would be held accountable and be properly trained and supervised to do theirs. Andrew did volunteer to have the vehicle delivered to my home. This was after the process of getting the repair under way had taken so long that I was physically unable to come pick the vehicle up prior to leaving the country. During a phone conversation with Andrew to get an update, I communicated that to him, and he then offered the delivery as a way to help make things right after acknowledging that the whole situation should never have dragged on as long as it had. After all that, Shane attempted to paint me to VW Corporate as a demanding and unreasonable customer in a very condescending and factually inaccurate email response to them. He then withdrew the offer of having the vehicle delivered in retaliation for me filing a formal complaint against the dealership. The only thing I asked for throughout the entire ordeal was to be accurately and proactively communicated with. I was nothing but brushed off, lied to, and ultimately discriminated against simply for asking that Crain Volkswagen honor their word. Shane and his service team are dishonest and inept, and the dealership is poorly run. When I was finally back in the country and able to pick up the vehicle, they weren't even able to find the paperwork or keys. I would highly recommend avoiding ever having service work done here. More

by octet.tithes.09 Verified Customer Verified Customer

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My car was stolen October 2022 and I brought it to Crain for he worked on and repaired and it was the worst experience I have ever had. I will never go back to this dealership and I hope they get closed dow for he worked on and repaired and it was the worst experience I have ever had. I will never go back to this dealership and I hope they get closed down. More

by Ozarktailsco10 Verified Customer Verified Customer

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They were professional, courteous, and helpful! Integrity is everything! I will definitely be using them again for all my car needs! Integrity is everything! I will definitely be using them again for all my car needs! More

by kmichmay Verified Customer Verified Customer

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The entire staff was absolutely wonderful and incredibly helpful throughout the entire buying process. Charlie was a wonderful salesman and went above and beyond. helpful throughout the entire buying process. Charlie was a wonderful salesman and went above and beyond. More

by kelliwatts79 Verified Customer Verified Customer

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Very nice and approachable people and efficient service on my Tiguan. I have gone twice and had a great experience both times. on my Tiguan. I have gone twice and had a great experience both times. More

by KMWELLER2001 Verified Customer Verified Customer

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I love the fast dependable derive and Jose Rivera is the best in sales and service best in sales and service More

by Lisatowler123 Verified Customer Verified Customer

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Very good service and my sales guy was excellent we got everything we needed I’m very pleased everything we needed I’m very pleased More

by RAYMONDTOWLER Verified Customer Verified Customer

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Brenton and I had been talking about which Volkswagen would be the right fit for me. I get a phone call from him and he thought that the Tiguan that just rolled off the truck was the one and he was right would be the right fit for me. I get a phone call from him and he thought that the Tiguan that just rolled off the truck was the one and he was right. Thank you so much Brenton and Brandon for getting me in the Volkswagen that was meant to be. More

by parksmelissa808 Verified Customer Verified Customer

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I love the customer service and all the time they spent making sure I was happy with the car I chose making sure I was happy with the car I chose More

by RAYMONDTOWLER Verified Customer Verified Customer

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Great job making you feel like you are the only one in the dealership. Kind and attentive to your needs. the dealership. Kind and attentive to your needs. More

by n2roadtrips Verified Customer Verified Customer

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