Castle Volkswagen Downers Grove

TERRIBLE SALES REP ROBERT-UNPROFESSIONAL IS AN UNDERSTATMENT I'm astonished to see Robert's wildly unprofessional behavior. We have reported it to several people, but rest assured there was nothing courteous ab I'm astonished to see Robert's wildly unprofessional behavior. We have reported it to several people, but rest assured there was nothing courteous about how he behaved. Robert started by rudely saying "You were supposed to ask for me when you got here" (based on a prior inquiry days before, though we never talked to him, were talking to someone else, and didn't know who he was. He sat down and went on and one and one about whoever made this deal with us was going to lose their job and that he had no right to make that kind of deal. On top of his staunch rudeness while discussing the pre-agreed upon terms of the purchase (including pricing and financing terms) that had been worked out throughout the day with another representative Robert said the 2.4% interest that had been agreed was mearly said to have been "AVAILABLE" but not applying to the very deal that it was offered on the email which prompted him to end the whole ordeal by standing up, crumpling up the deal write up we were looking (even though it had already been agreed on in writing [email]) and dramatically and violently throwing it against someone's office wall saying "there is no way your getting the car for that" and walking off abandoning us at the table. I wish I had the security camera footage. It was utterly outrageous and unprofessional and I don't think anyone should do business with that guy. All this after spending hours getting to the dealership at rush hour after work to secure the agreed upon deal. A huge waste of time and the most unseemly customer service I've ever experienced. If you are looking for professionalism DO NOT GO HERE. EVERYTHING ABOUT EVERY REP IS SCAMMY, STEROTYPICAL RIP OFF TYPE PERSONALITIES. YIKES. Some dealerships are full of decent people, and some have such a dishonest culture. I would not want any of my family or friends or strangers for that matter to experience this kind of buying experience- to be treated like less then trash by someone whos come out of no where to reap the rewards of an internet sales person- Not just as tough experience, a WILDLY inhuman experience. More

Will never deal with this dealership in the future Called the dealership about a used 2006 BMW X3 with very low miles. Advertised price was commensurate with that vehicle in excellent condition, low mi Called the dealership about a used 2006 BMW X3 with very low miles. Advertised price was commensurate with that vehicle in excellent condition, low miles, at average retail per KBB. Carfax showed 1 prior accident with damage to the Drivers front. I talked briefly with Andre who was very pleasant and helpful. After explaining that I was definitely interested but had to drive 250 miles to view the vehicle, he helped me place the vehicle on hold. So far so good. I arrived early the next day and immediately found that the front bumper repair was very shoddy. I also found that every body panel except the LH fender, front door, or rear door had some damage or previous shoddy paint work. It was hit in the rear as well, and the rear bumper did not line up. After having driven so far and since it was a low miles vehicle I wanted to see if they would possibly discount based on condition. The Sales manager came out and immediately told me that the advertised price online was not the asking price. Really?!? Then he showed me a paper which had a 'Fair' value which was $2500 higher than any KBB retail value for that vehicle. Apparently, management there think that the general public does not know how to use the internet and insults then with made up nonsense. I told them " but your asking price is $xxxxx" and he interrupted me again to say " No! Our asking price is $$xxxxxx, your getting our Internet price!" I immediately started walking away. Then turned around and sternly stated "Here, I'll show you everything wrong with the body on this car so you can show the next guy!!" The Sales manager told me he knew all the things I had pointed out. I drove 250 miles to look at a car that they represented as excellent, and he knew 70% of the car had sustained substantial body damage and had been poorly repaired?!?! Never, ever, ever will I do business with any of their dealerships. If you happen to be the new owner of this vehicle, please take it to a reputable body shop so they can show you what you'll soon be fixing again. More

New car purchase The service and process was excellent. Thank you, Robert, Bill and Katy for your assistance and making car buying easy. I would definitely recommend The service and process was excellent. Thank you, Robert, Bill and Katy for your assistance and making car buying easy. I would definitely recommend this dealer to my family and friends. More

Fair and respectful. Came here to buy an Atlas after receiving lowball offers on my two trades. I didn’t tell them the background, but simply brought the trades for evalua Came here to buy an Atlas after receiving lowball offers on my two trades. I didn’t tell them the background, but simply brought the trades for evaluation. Their total offer was 15% higher. We walked out with a new Atlas. More

Andres, Scott, and Otis I have never been in and out of a dealership so quickly. I purchased the car and a warranty in 30 minutes with full knowledge of everything I was sign I have never been in and out of a dealership so quickly. I purchased the car and a warranty in 30 minutes with full knowledge of everything I was signing and why. This is why I felt Otis (the business manager) was AMAZING. Scott, (the finance manager) was incredible. He explained thoroughly everything he was doing with my money, my credit, and the rate I was getting and who I was financing through. The process for him to explain everything as well took only 5 minutes. I cannot say enough about Andres. He educated me on why a car like mine might be best, even giving me some cons. He was the most honest salesman I have ever encountered. I walked with a “car guy” I already trusted from another dealership, but quickly realized my “car guy” had nothing on Andres. All my friends will be referred to him from now on. The process for the test drive, questions, application, speaking to the business manager, and looking at other features of the car took about 1 hour. All in all this car purchase was about an hour and a half or less, I purchased two warranties (each only costing $20), and each salesman even had a great sense of humor. These guys deserve a fat raise. More

Easy transaction! I contacted Pugi VW to see about leasing a car. My situation was not easy as I was trying to get out of a lease very early. Proud to say I'm a new 2 I contacted Pugi VW to see about leasing a car. My situation was not easy as I was trying to get out of a lease very early. Proud to say I'm a new 2019 Jetta owner - Kelsie was personable and so easy to work with and Bill made the numbers work for me. I am so happy to be part of the VW family now! Thanks guys! More

horrible service I've had a few encounters with the service department that were horrible. Beyond the fact that my car received new scratches from a previous visit, my I've had a few encounters with the service department that were horrible. Beyond the fact that my car received new scratches from a previous visit, my most current visit drew the line for me. I called the dealer to get a problem resolved and upon coming in they said "We don't have you in for an appointment." They also asked " have you ever been here before?" It's shocking since I bought the car from Pugi that they would only reschedule me for a later date and question me like they did my other visit. I was blown off twice by service and still don't have my problem resolved. I recommend going to a different dealer such as VW of countryside who I have had pleasant experiences with. More

My first time experance with the service Department I purchase a 2015 golf 1.8tsi from D (Devon) was fast and quick. Car came with one key and D was able to have one order and split the cost price with I purchase a 2015 golf 1.8tsi from D (Devon) was fast and quick. Car came with one key and D was able to have one order and split the cost price with me. The service Dept call me the next day and had the key to have me come in for program. Arrive as schedule service guy was quick, I also mention to them that there was a tire that is low please check all of them. They took the car and half an hour later service guy cam and said that I had a nail in the tire and needed to replace. I have mention to him that when I had test drive the car with the salesman D that the tire looks very low on air. long story short the service guy talk to the sales manager and was able to take car of the tire. Bottom line over all in and out 70 mins and all the service was on the house. I can't say that I am completely satisfy 100% with this dealership from purchase to having the car delivered and the service department. Hands down Thank you very much Pugi Volks Team!!! More

Service EPC engine warning I had a EPC light engine warning on my GTI so I called the service desoartment and was told they didn’t have an appt open that day, but I could drop I had a EPC light engine warning on my GTI so I called the service desoartment and was told they didn’t have an appt open that day, but I could drop off car and they’d try to get it in ASAP. I was called and car was finished by 3:45 ! Engine light off and my car runs beautifully ! I was very pleased since we all know, having your car available is crucial to most if us with busy lives! Thank you Pugi , for fixing my car so quickly ! More

The old bait and switch scheme I had exact same experience as the other reviewer. After we agreed on the price, they told us if you want the VW advertised 0% interest rate, the pric I had exact same experience as the other reviewer. After we agreed on the price, they told us if you want the VW advertised 0% interest rate, the price would be $2000 higher. Next, another sales person Scott who called himself a manager came to us to "explain". Scott showed us a spreadsheet. Yes, it's 2018 and he pulled out a spreadsheet full of made-up numbers. I was so amazed how "smart" these folks are. By the way, the Passat drives nicely. However, during our 10 minutes test drive, the back-up camera malfunctioned, the touch screen didn't respond, and when I made a left turn the car beeped and showed an error on the instrument panel. The sales person sitting next to me blamed the weather (it was a little raining). More