Castle Volkswagen Downers Grove - Service Center

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

When I went to the PUGI Volkswagen dealership in Downers Grove, I was immediately attended to and treated like family. They were very helpful and seemed to really want to help take care of all of my interes Grove, I was immediately attended to and treated like family. They were very helpful and seemed to really want to help take care of all of my interests and answer any questions I may have had. Being a first time buyer, and a recent college graduate, Liz was very understanding about finding a car that was affordable along with figuring out the best possible options to make a car more affordable. She was able to recommend the 2013 VW Passat with its bigger size and better options on the basic model compared to the others. Since I was a recent college graduate, Liz was able to use a college credit to help with the price of the car along with being very open to working with me to make the best deal for her and I possible. I have been a proud owner of a Passat for the last year and couldn't be happier. Given that this was my first experience buying a car I can't really compare with past experiences, however comparing my experience to those of my friends at other dealerships, the customer service at PUGI is unparalleled. From bringing my car in for it's checkups and oil changes, they genuinely seem to care about you and your car. Overall this was the best experience I could have asked for and I have referred multiple friends and co-workers to PUGI who were in the market for a new car. More

Very quick service. Bought a few new warranty for the car. Liz helped move the process along so I could be back on the road. car. Liz helped move the process along so I could be back on the road. More

I'll never return to this dealership, they were very rude. They did not explain the warranty and made me pay the $600 for simple maintenance. rude. They did not explain the warranty and made me pay the $600 for simple maintenance. More

Always I feel the difference of the well quality work done on my can when driving it back home. All staff is very professional, friendly, and helpful. Today I dropped my car in the morning for repair a done on my can when driving it back home. All staff is very professional, friendly, and helpful. Today I dropped my car in the morning for repair and picked it up in the evening. They gave me ride from dealer to work and from work to dealer in brand new VWs as always. I'm customer for 12+ years and their service gets better and better. Congratulations! Miguel Soto More

We have had two major services from Pugi and I've worked with Brian both times. Brian goes far above and beyond my expectations. Each time, the work was done right, the first time. I would not hesitate t with Brian both times. Brian goes far above and beyond my expectations. Each time, the work was done right, the first time. I would not hesitate to send anyone to Pugi for sales or service. More