Castle Volkswagen Downers Grove - Service Center

Disappointing service experience I bought 1 car from Pugi and had been a loyal service customer there with all 3 of my VWs for over 10 years. The service folks had always treated me w I bought 1 car from Pugi and had been a loyal service customer there with all 3 of my VWs for over 10 years. The service folks had always treated me well... very respectful of my time and money... until recently. I took my VW in to have an oil leak they detected during my last oil change. A month later, my engine light comes on and I take it in to Pugi for analysis. I'm told that there is almost no oil left in the engine and the timing is completely shot... $2700 estimated bill!!!. "Shouldn't this have been detected when you fixed the oil leak, I asked". "No, it leaked from a different location and that's not our responsibility" I was told. "ok, can you at least work with me on the price?" $150 off is the best we can do (and I even talked to the GM). Then I find a coupon for $200 for anyone that has service done there. Successful companies need to understand the value of loyal customers and treat those customers fairly. I have always been an advocate for Pugi but no longer. Not sure about the new sales side, but in my mind Pugi is one brand all run the same way... be very cautious. This company that once treated customers right now seems to run on the "make the biggest short term profit" mentality. So sad 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

Terrible Service, I've brought my VWs to Pugi a handful of times because the dealership is near my office. However I will be scheduling service at the next closest VW I've brought my VWs to Pugi a handful of times because the dealership is near my office. However I will be scheduling service at the next closest VW dealership or nearby Audi dealership instead from now. Service here was incomplete on more than one occasion, My vehicles were returned with warning lights on that were not on when I dropped the car off or with the same issue unresolved. Also the vehicles are returned dirty and smelling of body odor post service. Service Manager Jeremy is hostile and argumentive from the get go, other members of the staff at this dealership have abysmal demeanors as well. With so many other Chicagoland VW dealerships offering top notch service- avoid this place like a bad smell unless you want your car to have one! . More

Service Dept. On top of their game! The service Dept. was knowledgeable friendly and efficient and took care of all consumers either in person or on the phone. Professional at all times The service Dept. was knowledgeable friendly and efficient and took care of all consumers either in person or on the phone. Professional at all times with a personal touch getting to know their customers. Sheryl is going to be my to go service associate I trust her and appreciate her insights and years of service in cars for making decisions. Thanks More

Great Service!! Sheryl Casey in the service department took great care of me and ensured my warranty covered the service needed! Would definitely recommend going to S Sheryl Casey in the service department took great care of me and ensured my warranty covered the service needed! Would definitely recommend going to Sheryl! More

Quick and Hospitable After I had a frustrating experience on the phone setting up the service appointment, I found the actual service and the service rep (Adam) excellent. After I had a frustrating experience on the phone setting up the service appointment, I found the actual service and the service rep (Adam) excellent. Adam got my car in earlier than expected and it was finished in a timely fashion. I would recommend service and will return. More

Great service I took my car in for a few repairs and was amazed by the excellent customer service I was given. They were quite booked when I called to make the appo I took my car in for a few repairs and was amazed by the excellent customer service I was given. They were quite booked when I called to make the appointment but they were able to get my car in two days later. Jeremy kept me up to date on the repairs and the service was done in a timely manner. I didn't notice that my sideview mirror casing was missing until I was almost home after picking up my Jetta. I called Jeremy and he asked me to come in to take a look. He saw which part was missing and put the order in, No Questions Asked! That is Great Customer Service! I don't know about other people's experience, but I would definitely recommend Pugi Volkswagen Service. More

New key. Recalls. Battery replacement Jeremy was the first person I delt with in service, he went out of his way to help me with any questions I had, had very nice manners and kind smile Jeremy was the first person I delt with in service, he went out of his way to help me with any questions I had, had very nice manners and kind smile??Car was in and out quickly and sparkly clean when ready to go. I also delt with Barry at service department. He went out of his way to find out what needed to be done to use insurance for key replacement. He made phone calls and got back to me just as he promised within the hour. He also got things set up for new replacement battery, Not very many young men these days have intregrty & manners like him?? Thank you Jeremy & Barry I appreciate all your help. Beth More