Castle Volkswagen Downers Grove - Service Center

Oil Change/Tire Rotation Called this dealer on a Saturday and asked for a service appointment. I was told that they had an opening in 30 minutes and the service would take an Called this dealer on a Saturday and asked for a service appointment. I was told that they had an opening in 30 minutes and the service would take an hour. I arrived on time and was told by the service coordinator that three vehicles were in front of me and that it would be a few hours before they would even get to me, the woman i was directly speaking with even began to tell me they might not be able to service my vehicle that day before they closed. As i was obviously upset by this time another service representative stepped in and assured me they would get to it by the end of the day. I decided to wait and my car was done around 2 hours later, so the wait time wasn't too bad but the miscommunication on their end was unacceptable. Then I get into my car after paying the cashier only to find out they used oil good for only 5,000 miles, what a rip off! I normally go to Jennings VW (MUCH better dealer) Jennings VW 10,000 mile Oil Change/Tire rotation = $113.00 + awesome service Pugi VW 5,000 mile Oil Change/Tire rotation = $123.00 + average service It's not hard to do the math here but clearly Pugi's VW dealership is ranked 10/13 on this website for a reason. Save yourself the frustration and money by going to Jennings (rated number 1/13). More

Excellent Service Over the years I have been to a lot of mechanics and dealerships. Normally I stay far away from Dealerships due to the normally high costs of maintena Over the years I have been to a lot of mechanics and dealerships. Normally I stay far away from Dealerships due to the normally high costs of maintenance. After purchasing my VW Passat TDI from Pugi I received the standard 30,000 miles of free service. I was always treated well and they always took care of all my needs. Now that I am officially a paying customer they are going above and beyond to make sure that I understand the work being performed and exactly what I am paying for. The service manager Brian is great and his entire team is extremely helpful and knowledgeable. I definitely recommend this dealership to anyone looking for good helpful service. More

20,000 mile maintenance I had no problems or unusually long wait for my vehicle to be serviced. My service advisor, Michelle, was very nice and fully explained everything th I had no problems or unusually long wait for my vehicle to be serviced. My service advisor, Michelle, was very nice and fully explained everything that was done, including a software update. My car was returned to me after being washed and vacuumed. More

Poor customer service My experience with the service department at this dealership was a nightmare. I came in to pick up a new key and floor mats. For some reason they took My experience with the service department at this dealership was a nightmare. I came in to pick up a new key and floor mats. For some reason they took the car to the back to do this simple thing, and an hour later I got it back. The very second I opened the driver's door, I looked down and saw a tear in the leather of my front passenger seat. I immediately went back in to tell the girl who was helping me that there was a tear in my seat, where there was no tear before. She said she needed to tell her manager. She came back and said the manager said it didn't happen here and have a nice day. He never even came out to look at it. I was stunned. I drive my car everyday, my daughter was actually with me that day and was a passenger in my car. We would be the first ones to know if there is a tear in the leather front seat. I walked in to talk to the manager, Brian, and was confronted by the most unprofessional, rude service manager you can imagine. He basically called me a liar and said that there was no way I could prove that it happened at VW. To say I was angry is an understatement. He proceeded to come out to my car and look at the seat (after he had already made up his mind that he had no responsibility), and try to claim that the leather was worn out and tore on its own. This was a complete joke since the seat was obviously cut or torn, not worn out as he tried to claim. It was so frustrating to bring a car in for a simple key and floor mats, and end up with my front seat being vandalized and this dealership taking no responsibility. The girl even came back out to say that she talked to someone in service who said they saw the tear but "forgot" to note it. Whatever that means. Again, they are trying to say it was torn when I brought it in and that is an outright lie! They literally couldn't care less about the damage they caused to my leather seat and have no intention of fixing it. My husband and I have tried calling to talk to someone who might be more professional or interested in customer service, but no one from Pugi Volkswagon has bothered to contact us. I am disgusted with the business practices of this dealership. Beware of bringing your care here for service. I wouldn't let it out of your sight or you'll end up with damage that you didn't have before you came in. More

Tire lug nuts and godzilla Took our 2012 Golf in for brake fluid change and tire rotation. Brake part seems fine however tire lug nuts tightened way over 90 ft/lb specification Took our 2012 Golf in for brake fluid change and tire rotation. Brake part seems fine however tire lug nuts tightened way over 90 ft/lb specification, would be near impossible to remove with tool in trunk if we had a flat in a remote area. I've heard the speech about 'we use calibrated torque stick' before, this is a simple but important job that seldom is done correctly and certainly was not in this case either. More

Shoddy work and thievery! The headlight on my 2009 VW bug was not working. I bought new bulbs and took my car to the Pugi Service department. They put my bulbs in for $120.00 The headlight on my 2009 VW bug was not working. I bought new bulbs and took my car to the Pugi Service department. They put my bulbs in for $120.00 and told me there were 'bent pins; that they fixed for me. I said thank you, and went on my way. The next day, the bulbs were out again. I made a return appointment and took a 1/2 day off work to get it resolved as they told me it would be 'several hours.' When I pick up my car, it is not fixed and they tell me, "whoever worked on it before broke the mounting clips. Take it back to them and tell them to fix it or bring it back a THIRD time along with $595 MORE dollars and Pugi will fix it." I argued that THEY were the ones who worked on it last and was told it would be discussed with management and I would be called back. Never happened. Shoddy workmanship and outright thievery. Do NOT take your vehicle to these charlatans! More

Service department is terrible Had a problem with tire pressure indicator - it kept giving false positives. The answer I got was that it was due to changes in the weather and I wou Had a problem with tire pressure indicator - it kept giving false positives. The answer I got was that it was due to changes in the weather and I would just have to keep checking it manually. I have NEVER had a car that gave false positive readings based on slight changes in the weather. So naturally, when the false reading turned out not to be, and the tire blew due to some slight road imperfection, it is all my fault, it couldn't possibly have anything to do with the false readings. The service writer was immediately condescending, combative, just wanted to argue and prove to me that I was wrong. That is not customer service., More

A wasted, costly service trip Service Consultant refused to believe I had a missing part even when I showed him. He also refused to believe I had acceleration problems and claimed Service Consultant refused to believe I had a missing part even when I showed him. He also refused to believe I had acceleration problems and claimed my trip computer showed no problems at all. He then refused to go for a ride or have me show the problem to a mechanic so it woudl be clear. So after paying hundreds of dollars to Pugi, I had to go to another place wher the problems were indeed found. I was driving with a cylinder missing regularly, and a part missing from the header. Making it worse, I mentioned this to the nice girl who makes follow up calls, I then left a message for the service Manager who did not even call back. I guess they don't care if they get more business. It's a shame, they are located in a good place and offered a nice drop off service. More

Service Experience - Excellent! I usually won't take the time to write a service review; however, I immediately was making a point to do so even before I left the dealership. We wer I usually won't take the time to write a service review; however, I immediately was making a point to do so even before I left the dealership. We were extremely pleased with the service provided, mostly the genuine accommodations made by our service adviser. From the initial phone call, to welcoming us to the dealership (bright and early), hospitality, status updates, and final closure. Not only will we return to Pugi VW for service and request the same service advisor, but more importantly, we would consider buying our next car based on this service experience alone! I'm absolutely sure that Pugi Volkswagen feels extremely fortunate to have such a valuable employee. More

Great service and amazing customer service Thanks again for a perfect service experience. Brought my 2011 TDI in for a 70k service price was fair and the service adviser was very well informed Thanks again for a perfect service experience. Brought my 2011 TDI in for a 70k service price was fair and the service adviser was very well informed and friendly More