Castle Volkswagen Downers Grove

Since it changed ownership, the service department as diminished in quality. They used to remind you or volunteer their offers, i.e. coupons. Not anymore. They say they will text you when tires come in, diminished in quality. They used to remind you or volunteer their offers, i.e. coupons. Not anymore. They say they will text you when tires come in, since they were not in stock during my 1st visit. No indication I would need to make another appointment. Never got a text, so they were not prepared to install my tires until late afternoon. Meanwhile, I get reminders to leave a review, but nothing regarding the tires. I am much less likely to return for anything. I've been loyal since 2007, no more. Very disappointed in the new group. More

These people are honest and hard-working. Their sales department is not at all pushy, and their service department knows its stuff. The only real criticism I have is that they are a Volkswage Their sales department is not at all pushy, and their service department knows its stuff. The only real criticism I have is that they are a Volkswagen dealership, and not something classier like Audi. I've never really liked Volkswagen much as a company, but I buy their cars any way, because they are cheap and reliable. More

I bought a 2016 Chevrolet Tahoe from you guys back on November 11, 2023. When I bought it the side rail step on the driver side was not working and when I brought it up to the salesman, Roger, he told me November 11, 2023. When I bought it the side rail step on the driver side was not working and when I brought it up to the salesman, Roger, he told me that they were going to fix it, but they were waiting on a part from Chevrolet. When we were finalizing the sale, both Roger and Otis assured me and put it in writing that I can bring the Tahoe back to get fixed and they would give me a loaner car with a full tank of gas and fill up the gas tank on the Tahoe. I brought the Tahoe back the following Tuesday and was given a loaner with 3/4 of a tank of gas. The car was dirty, and it smelled , but I took it anyways because I just wanted to get the Tahoe fixed. The next day I called Roger to follow up and get an ETA on when the Tahoe would be fixed. He told me he’d call me back after speaking with Chevrolet, however, I didn’t get a call back. The next day I called back, and Roger told me that Chevrolet had found the passenger side also needed to be fixed and they were going to fix both and I said OK do they have the parts , because if they were going to have to wait for parts like they did for the parts on the driver side I would just come pick up the Tahoe and bring it back when you guys had all the parts ready. Roger told me he would call Chevrolet to find out and would call me back. I did not get a callback from Roger. When I called back the next day again. Both Roger and Otis were off so I could not contact either one. Javon was nice enough to help me out and I picked up my car that day and he told me that he would be the one to take care of getting both sides fixed and I told him OK. Let me know when you guys get the parts in and I will bring the car back. I never got a call back and I let the holidays pass and I called two weeks ago. Spoke to Javon who told me that he would call Chevrolet to see if they got the parts in yet and of course, as you could probably guess I did not get a call back again. The following week I called Otis and he told me he would follow up with Javon and call me back again no call back. that was last Monday. I called back Wednesday I was transferred to his voicemail. I called back again on Friday and was told he was with a customer and would call me back and here we are again Monday and I don’t have a call back. I assume I’m not a priority, considering I already signed and paid the money to you guys. However, I find it highly unprofessional that you would sell me a car, take my money and close the door as there wasn’t still a matter on the table and blatantly ignore me. More

Is it still possible that in today's age of computer technology it takes two days to get a diagnostic for a warning light?!?! Not to mention that they never called to give updates...I had to always call technology it takes two days to get a diagnostic for a warning light?!?! Not to mention that they never called to give updates...I had to always call to find out what was going on. This type of customer service isn't smart for business... More

Wonderful service the man at the service desk is great to work with. He is the reason that I keep returning to your dealership. work with. He is the reason that I keep returning to your dealership. More

BOY OH BOY Where do I start? Three years ago my brother bought a certified 2016 Volkswagon Tiguan from this family owned business that prides itself on its customer service and t Three years ago my brother bought a certified 2016 Volkswagon Tiguan from this family owned business that prides itself on its customer service and the quality and reputation of their cars. He brought the car to their service department every 10k miles for service and maintenance and was very pleased with his experience and the quality of his Volkswagon. He felt so confident in this car that he sold it to his nephew, my son. How exciting to have such a nice quality car at the age of 16! My brother took it in for one last service and maintenance check at 85k miles and handed the keys to a very excited young man. The car was driven for exactly THREE days after a full service and maintenance check by PUGI DOWNERS GROVE and had CATASTROPHIC ENGINE FAILURE due to blown fuel injector and leaking oil seals none of which were identified at the maintenance check. Additionally no warning lights went on until engine was in full failure. If these issues were properly identified by PUGI DOWNERS GROVE this entire situation could have been avoided. Instead my son's car now will cost more than he paid for it to repair and it sits in the PUGI DOWNERS GROVE lot for over three weeks with nobody wanting to take any responsibility for what happened. General manager pushes it to owner who pushes it to corporate who says sorry but we can't help you. THIS IS NOT ACCEPTABLE. THIS COMPANY NEEDS TO TAKE SOME RESPONSIBiLITY FOR THE DAMAGE THAT OCCURRED TO THIS CAR. We have done everything right by servicing it and taking care of it and they MISSED the signs in a simple maintenance check that could have prevented this. This is not only financially damaging to a young man with his first car this is emotionally damaging to everyone involved. More