Business ProfileforLeith Volkswagen

One would think that after scheduling an appointment & being told by two separate employees of this business that not only would I be given service but a free oil change today, I've got a voice-mail from them confirming this..yet after my car sat in there hands from 8am to 6pm.... after I paid an **** to take me to work & bring me back to said dealership my oil had not been changed. It alrdy took 3 weeks of playing phone tag with them to simply be seen, yet after all this the service dept thought my time n invaluable. They'll say they called n it's my fault....guess what I called n spoke with your desk 2-3 separate times just to be seen, even after you reassured my you'd call me back to get me inn You didn't...but I was persistent & finally u gave me a time....sooo how after all that time n money wasted...bcuz everybody knows the mundane hassles of not having your own car 😒...do they not change my damn oil. This may b the worst service dept on the east coast, oh now I've still gotta pay someone else to do it oy vey...I would not recommend them to anyone... this was horrible customer service.

Customer called in 9/15 to set appointment. an appointment was offered on 9/22. Mr. ****** stated that wouldn't work, we offered him 9/23 and set the appointment for 8am to drop off. Mr. ****** had mentioned to the adviser about a free oil change, the adviser checked the warranty history while Mr. ****** was still here and advised that the first 2 free services had been used by the original owner, at the 10k and 20k intervals, but that he would check with the sales staff to see if something else had been offered. At some point early afternoon the sales department looked up the documentation of the sale and nothing had been offered. The adviser attempted to contact Mr. ****** by phone to discuss it with him. Then he reached out by text and requested "give me a call please". Mr. ****** arrived a bit later. The adviser then explained the situation. We had reset the system for the electrical issues he was having, that if the symptoms came back, we'd have to replace the unit as per the bulletin. With regard to the service, the first 2 services are covered by warranty, that they had already been used by the original owner, that there were no other services offered at time of purchase, and that he did not want to just spend $100+ of the customer's money without him knowing about it. The adviser offered to go ahead and get it done at that time, now that he has had an opportunity to explain the scenario, the customer requested his keys and left. Subsequently it was poor communication that led to a series of misunderstandings. We spoke to Mr. ****** and he brought his car back Thursday 9/30 to perform the service.