Capistrano Volkswagen

Capistrano Volkswagen always does a great job with my service. I have had numerous Volkswagen vehicles and have always had my service performed at Capo VW due to the great customer service, the video re service. I have had numerous Volkswagen vehicles and have always had my service performed at Capo VW due to the great customer service, the video review of what needs to be done by the tech, and availability of loaner vehicles when needed. More

Awesome sales Staff. Very friendly atmosphere. Kurtis was very helpful and kept on updating us each step of the way. AJ was very funny and made the process so easy. very helpful and kept on updating us each step of the way. AJ was very funny and made the process so easy. More

Great service! I love the video updates and the fact that I don't feel like I am being sold every time I take my car in. Just all around great service. Thank you guy I love the video updates and the fact that I don't feel like I am being sold every time I take my car in. Just all around great service. Thank you guys! More

Rude and rushed from start to finish - GO ELSEWHERE I have a Platinum Extended Warranty sold through Volkswagen and have been getting my car serviced at VW dealerships since my purchase. For 4 years, I I have a Platinum Extended Warranty sold through Volkswagen and have been getting my car serviced at VW dealerships since my purchase. For 4 years, I happily received excellent service at SANTA MONICA VOLKSWAGEN, until last year when I moved to Orange County and switched to San Juan Capistrano VW (SJC VW). I had my first regular maintenance done at SJC VW last year, without incident. But, this year, when I called to schedule my regular maintenance appointment - it was a negative experience all around. From the receptionist who answered the call with attitude to transfer me to service, to showing up for my appointment - each interaction was rushed, rude + dismissive. On Friday, Feb 28, 2020 at 7:30am I arrived for my appointment and checked in with Jeff Maris. I brought in my records and asked Jeff, at that time, if he has the records on my vehicle, warranty and history of service with Santa Monica VW. He dismissed my inquiries with a "it's in the system" - as the next customer hovered within 2 feet behind my back and he looked over my shoulder at the next person in line. At that time I was asked to sign an authorization for a $129.99 Oil Change, which I did. About 2-3 hours later, I received an email + text message with the video inspection of my car informing me that I needed major repairs including: Resealing the Camshaft Bridge, Replacing the Diverter Valve, A Fuel Injection + Induction and Cooling System exchange. Because I'm a single female with limited knowledge of my car's mechanics (my Dad has passed away and I don't have anyone to go to with questions like this) I put full trust in the dealerships to guide me on how to keep my VW up and running. I spoke to Jeff on the phone and authorized the repairs, as no other options were provided. I was contacted around 4-5pm to pick up my car + arrived to check out and was charged $2,800.61 for the repairs. Confused as to why these repairs were so much, especially when my car is still in warranty and I've religiously used VW service since buying it, I used my emergency credit card to pay for the bill and drove the 25 minutes home. Upon parking in my driveway at 5:25pm, I pulled out the warranty paperwork that I always keep in my glove box and read that, in-fact, I am WELL within the warranty coverage and the Camshaft Bridge ($1600) and Diverter Valve ($400) should have been covered by Warranty and I should not have been charged. I immediately called Jeff Maris, just 30 minutes after checking out, and he again was rude and told me "I can't walk it back now - you should have reminded me that you have warranty coverage before paying the bill. I can't help you." I pressed, "Surely there is something that can be done, Jeff. We discussed my Warranty when I checked in this morning and I asked if you had all my records from Santa Monica - and you assured me they were all in the system." His response was, "Well, I sure can't help you at 5:30pm on a Friday." I started to cry. I told him, "My Dad passed away and I don't have anyone else to depend on to keep my car on the road - I trust your team to have integrity and do the right thing. I trusted you all that my VW coverage would be honored. I understand you are under a lot of pressure and have a lot of customers to see, but you've been rude and rushed all day with me." He said, "Look, you can try to call me Monday if you want to continue this continue this conversation then, but there's nothing I can do for you, now." So, I hung up. Befuddled. Then, I saw a 1-800 number on the bottom of my warranty information. A wonderful man there answered the phone. I told him what I'd experienced at San Juan Capistrano VW Service and he assured me that I did in fact have Platinum Coverage and that $2k of the $2800 in repairs are reimbursable with my Warranty Plan. He was able to take down my information and had me scan over my receipt and invoice via email. Within 10 minutes of Jeff telling me nothing could be done, this VW Warranty Representative assured me I'd be getting a check in the mail for the reimbursable repairs (all before 5:50pm). It took a total of 20 minutes for me to solve the problem myself. Jeff could have picked up the phone to call VW Warranty and help me, but he refused. I guess Jeff is quite comfortable with giving sub-par service. When I asked the Warranty Representative why on Earth this could have happened, when it never happened at Santa Monica VW, he told me "Well, it's the last day of the month + someone's sadly probably trying to increase their month-end sales numbers." He apologized on behalf of VW and assured me that what I experienced is not the VW way of doing business. I hadn't thought of a person trying to bump their monthly numbers by ignoring my warranty - but how SAD if that's true. Whether it was a rushed/honest mistake, or warranty fraud: When it comes to customer service, building trust or ensuring an ever increasing lifetime customer value, SJC VW is fumbling the ball. I will not be back. Even if I have to drive 70 miles to SANTA MONICA VOLKSWAGEN - I will not ever trust SJC VW with my car again. I'm grateful for 2 things: that before my Dad died taught me to be my own advocate + not to take no for an answer and that the folks at VW Warranty are full of integrity and willing to clean up the messes these Dealership Service Advisors make. More

I have purchased many vehicles from Capo since the 80's and had them serviced there as well. Always satisfied, a very reputable dealership. I'll be back! and had them serviced there as well. Always satisfied, a very reputable dealership. I'll be back! More

Arlen was very helpful and I had a excellent experience working with him. I am very glad that I stook my car into the SJC service center. Thank you for all of your help. working with him. I am very glad that I stook my car into the SJC service center. Thank you for all of your help. More

BEST VW experience I’ve ever had! I had previously gone to HB & Garden Grove, but was not satisfied with the “pushy” environment so I decided to give Capo VW a shot. I have been going to VW for 7 years now to HB & Garden Grove, but was not satisfied with the “pushy” environment so I decided to give Capo VW a shot. I have been going to VW for 7 years now & this is the first time I’ve ever been highly satisfied with my service. Thank you Chuck, Nick & Paul for excellent customer service and overall just listening! Not once did I feel pressured or persuaded, and they made it a very calm and for my first time, an exciting environment! Thank you Capo VW. Highly recommended! More

The service staff is always so professional and quick to assist. I also appreciate the video from the mechanic showing you any issues that were discovered. assist. I also appreciate the video from the mechanic showing you any issues that were discovered. More

Excellent experience in every way! Richard was kind, informative, and patient as he helped us with our purchase. In addition, our young daughter was well-cared for with popcorn and hot chocolate. Thank informative, and patient as he helped us with our purchase. In addition, our young daughter was well-cared for with popcorn and hot chocolate. Thank you! More

Great experience! I had a great experience with Mike. He was direct with all the numbers and made the car buying process easy and efficient. Very happy with my time s I had a great experience with Mike. He was direct with all the numbers and made the car buying process easy and efficient. Very happy with my time spent at Capistrano Volkswagen. I would recommend anyone in the market for a new car to them! Thanks Mike More