Steven Robertson | Page 5

I leased a car from this dealership with scheduled maintenance included. 2 years into my lease my 2021 Tiguan failed state inspection due to excessive wear on the front tires (which now need to be rep maintenance included. 2 years into my lease my 2021 Tiguan failed state inspection due to excessive wear on the front tires (which now need to be replaced). I called the dealership and they confirmed that a tire rotation had never been done (or suggested) during my scheduled maintenance appts and they blamed me for this. Neither Volkswagen nor the dealership are willing to do anything to make things right and they have now lost a lifelong Volkswagen customer (this was my 4th and last Volkswagen). Only go to this service center if you know exactly what needs to be done to your car as they are not experts and they will not inspect your car and give suggestions. Overall very disappointing. More

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In a few words - Unpleasant experience, unreliable staff and management, and irresponsible dealership. Without a doubt it was the worst customer service I've experienced in my adult life. Once you sign t and management, and irresponsible dealership. Without a doubt it was the worst customer service I've experienced in my adult life. Once you sign the paperwork and you hand out that check, your nightmare begins. I bought a used Subaru Outback just the Friday before Thanksgiving 2022. After testing the car and signing all paperwork, I was told Nucar was going to take all respective papers to RMV to register the car that Friday afternoon. I was guaranteed that my car would be ready by Monday evening at the latest. I called on Monday afternoon to confirm all was in order so I could pick up my vehicle. I found out the paperwork was still at the dealership. They apologized and took the paperwork to RMV. Tuesday around 1 PM, I got a call and my sales rep said that the car was been detailed and that it was going to be delivered Tuesday evening. A few minutes after 4:00 PM I got a call from my rep, again. He said that to get the vehicle plates I needed to confirm my identity at RMV because I have an out-of-state ID. RMV closes at 5:00PM. I drove 20 min and got to RMV offices at 4:45 PM. Resolved the issue by 4:56 PM, called Nucar back, and they called back their contact at RMV to confirm the change. At that time, my sales rep was with another client, so some else at Nucar called me back, apparently, I needed to get an S#. I mentioned to him that I was never told to get an S#. I was already on my way home, so I had to turn around and head back to the RMV offices. The offices were already closed. I tried to get in contact with my sales rep to get an explanation and confirmed nothing else was needed, but he never called back. IT GETS WORSE. Wednesday before Thanksgiving, I went to the RMV, got S #. I called Nucar approximately seven times between 9AM and 11:00AM, but nobody picked the phone up or returned my calls. Finally, someone picked up the phone and told me that they couldn’t help me, only my sales rep could do it. He was out of the office that day. Well, I called one more time in the afternoon and asked if they could take the S# and contact RMV. The guy asked for the info and added that someone was going to call me back. No one did. My goal was to have my own vehicle before Thanksgiving Day, but it didn't happen. I had to rent a vehicle. I called again Nucar on Friday. My sales rep was back and told me that no one told him about my calls or messages. He also said he couldn't do anything until Monday because RMV was closed. Today is Monday 11.28.22, one week and three days after I put a 20% down payment. I have no car. I'm still pushing to get updates. I talked to my rep for 10-15 minutes to make him understand that I might be just another transaction to them, but that my work and family daily tasks depend on that car. Anyway, the car is not going to be delivered today Monday. They still need to get an inspection sticker. Again, excuses! Their lack of communication is appalling to the point that makes me question the truthfulness of the vehicle history report. Last thing, when you ask for the person in charge of the dealership, you get no answers. If you are ok with people dragging their feet and zero accountability, this is your dealership. I do not recommend this place to anyone. More

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