TYPE:ServiceMODEL:AtlasYEAR:2021
I had a wonderful experience and the customer service was great
Average Score (286 reviews):4.8
The reviews below are from verified owners of Volkswagen vehicle within the last 7 model years who received a survey invitation from Volkswagen of America after purchasing or servicing their vehicle at an authorised Volkswagen dealer. The reviews are unique to each individual and should not be generalised or interpreted as statements from Volkswagen.
TYPE:ServiceMODEL:TiguanYEAR:2023
TYPE:ServiceMODEL:AtlasYEAR:2024
It could have been a busy day. When I showed up, they claimed to have no record of my appointment (Which I received confirmations for), and then it took three hours. For an oil change. I understand that sometimes people call off work, causing a ripple effect where short staffing creates delays, but no one told me they were backed up, and I ended up sitting in the waiting room for three hours. When planning capacity and appointments, there is opportunity to better manage the capacity, as it should not take three hours for a simple oil change when I showed up on time to the appointment. Being more communicative about timing and ETA is appreciated, as it was my day off, and it completely skewed my day and the things I had to do.
TYPE:ServiceMODEL:TaosYEAR:2023
Ridiculous pricing even to diagnose a problem and previous work did not fix a problem. Also takes hours just to get a diagnosis despite having an appointment (4 hours) - what is the point of having an appointment??
TYPE:SalesMODEL:JettaYEAR:2025
Our sales person was not knowledgeable about the sales process or features of the car. Example #1: He did not know what MSRP stands for or the difference between MSRP and Invoice amount. We had to have an economics lesson in the middle of negotiations. That didn't give me faith in the process. Example #2: I asked was VW Car-Net Service was, he was unable to explain that to me. My husband had to Google the service and explain what it was. We were being asked to sign a form agreeing to VW Car-Net and our sales representative could not explain what we were signing. Example #3: We were left waiting for large amounts of time without any explanation of what was happening in the process. AT one point I walked down to the finance office to check the status and our sales rep was sitting having a non-related conversation with a finance manager. Their body posture immediately changed when I walked into their view. Example #4: we were not given any details behind the financing terms. We did not know who the lender would be or the interest rate. We were asked to sign documents before we were told details on the financing terms. This was completely unacceptable. The only reason we stayed is because we knew we could get the deal we wanted due to the incompetencies of your sales and finance staff. We feel like the deal we got was a win for us and the dealership. We could have knocked more money off the deal, but we felt comfortable with everyone getting a fair deal out of this, even though the sales rep did not earn this, we did all the work for him. He has a lot to learn.
TYPE:ServiceMODEL:TiguanYEAR:2022
I am very disappointed in this Napleton's service experience. While I needed scheduled service, e.g., oil change, etc., I also needed the gas cap cover repaired. I scheduled the appointment online, stating I needed the gas cap cover fixed, showed the issue to Alex when I arrived, then when I got home, noticed the repair had not been completed. I used to live on the east side of Orlando, but now live on the west side. So it's not overly convenient, but I continue to patronize Napleton anyway. It's now very frustrating that I have to schedule another appointment, when I had already made a request for the repair, but it didn't get performed.
TYPE:ServiceMODEL:JettaYEAR:2021
TYPE:SalesMODEL:TaosYEAR:2024
TYPE:SalesMODEL:TiguanYEAR:2024
I was very pleased of the services I receive from the dealership in addition I love the product its quality and technology in its safety features. Thank you.
TYPE:ServiceMODEL:JettaYEAR:2019
I usually wait for my vehicle while being repaired. The waiting area is comfortable. The vending machines and other amenities are nice.