Centennial Volkswagen - Service Center

I’ve waited to write this review because I thought VW was going to own up to their mistakes, but after my experience with them yesterday, I decided that this is what I have to do. To clarify, my issues st going to own up to their mistakes, but after my experience with them yesterday, I decided that this is what I have to do. To clarify, my issues stem from the services department at Findlay North VW at centennial hills (7500 W Azure Dr, Las Vegas, NV). All other experiences: purchasing/trading in a car and the parts department have been great! However, what I am about to explain includes lying, up-selling and trying to scam me instead of taking responsibility - with a side of sexism. (I’m a female veteran with experience in cars and car maintenance). I have never had any issues with VW since I purchased my car brand new in May of 2019. I have a 2019 VW Golf GTI Rabbit edition. This past summer I made an appointment for a routine 30K mile maintenance inspection and oil change on the 29th of May. During this appointment I was made aware that my car needed new rotors and brake pads, and they told me that they wanted to do an alignment and rotate tires in addition to the 30k mile inspection/routine maintenance. I told the service individual (Frankie) that I would replace the rotors and brake pads and that I would do the tire rotation but to not do the alignment. He said OK and that he’d call me to let me know when my car was ready for pick up. Also, when I scheduled the appt. I gave them my phone number and he called my husband’s number instead. Mind you, my husband is on the car, but this is my car and I manage everything for it. He called my husband to tell him that my car was ready for pick up and so I went to go get my car. Imagine my surprise when Frankie tells me that they did everything including the alignment. This may not seem like a big deal, and maybe I would have been ok with it, had he not lied straight to my face when I asked him about it. He told me that he talked to my husband and that my husband had told him to just do the alignment. I had not been with my husband the entire day, so I wasn’t sure if he really did tell him to do that or not, and so I waited to call my husband until after I checked out. I go to check out and find out that I owe them over $1K in maintenance charges because my car was out of warranty. I had over 30K miles (I was at like 32k if I remember correctly) on the car and was not expecting it to be as much, but I paid it and left. On my ride home I noticed that my alignment was OFF! It wasn’t blatantly obvious (and still isn’t) but I knew it was because I know this car like the back of my hand. So, I was already upset and called my husband to ask him if Frankie had called him and if he told him to do the alignment – to which my husband said that Frankie did NOT call him and that when VW did call, I was right there and took the phone call instead of my husband talking. So, Frankie lied to me about my husband saying to do the alignment AND did the alignment against my wishes - and gave me my car back with a bad alignment and made me pay for it. They have records of the alignment; how could they have called it good? While on my ride home, I remembered that I purchased the maintenance plan when I bought the car. So, I get home, go through my paperwork for my car and realize that when I purchased my car, I paid for the 50k mile maintenance package. How did the service department not know about this? At this point I was completely beside myself and had my husband contact them since I knew I would not be calm enough. Unfortunately for us, the service department was closed by then, so my husband spoke to another manager in a different department to relay the information to which we explained everything previously stated above. He told us that he would e-mail the manager in the services department to handle the situation. Then it took them weeks to reimburse me my money for the maintenance that I paid for that was covered under my plan. But they never re-scheduled an alignment for me. This brings me to yesterday’s appointment. On Tuesday (Nov 09, 2021) I went to the parts department to order new grab bars since two of them would not stay up anymore. I was just going to do it myself, but the gentleman at the counter (sorry I did not catch his name) informed me that these parts were under warranty still. He brought me over to the service department to schedule an appointment and they were able to get me in for Friday, Nov 12, 2021. That was an awesome guy, to let me know it’s still under warranty instead of having me purchase these myself! I go to my appointment, and I knew I was going to be there for a while due to the amount of people who were already there, and I had to wait for my services representative (Lupe). Another gentleman at the counter took my keys and said that he’ll let her know that I was there and to just wait in the waiting area, which I did. It took her over 30 minutes to come to me to check me in, but before doing that, she had already had a technician move my car. Once Lupe does come to check me in, she tells me an overview of what I’m there to do, and I say yes that’s what I’m here for and then goes on to tell me that I need an alignment and that my front tires need to be replaced. I say, oh it’s funny you bring that up because of the issues I had back in May over the maintenance that was done to my car, and I tell her that the alignment is what messed up my tires and that they should cover it because it was their mistake from back then. She then tells me; oh I’ll go talk to my manager to see what we can do for you. And I say ok, that sounds great. Here’s the part that sounds off: Once Lupe finally gets back to me about 2 hours later, she tells me that they visually inspected the tires and that they looked fine. But also told me that when I do go to replace the tires, I should get an alignment done, too. So, I just say…ok. Kind of funny right? If you have never had service done at this VW dealership, you wouldn’t know that the technician takes a video of your car to go over what they recommend doing on it. When my technician took the video in may saying I needed new rotors, he showed me on the video what my rotors looked like, and they did need to be replaced. THIS appointment however, the video they provided me with did NOT include the visual inspection of my tires, just the technician saying that the visual inspection of the tires looked good. What I also forgot to mention was that I had to go to the services department back in sept because I had a coolant leak that they fixed. At that time, they told my husband that I needed an alignment and tires. Since I was not there and my husband does not like confrontation, he didn’t say anything about the past issues. So, to clarify: in September, they said I needed new tires and an alignment, and when I had my appointment yesterday they told me I needed an alignment and tires - before they completed the rest of the work on my car, and yet after they did the grab bar changes, they said that my tires were visually good. This is a joke. For reference: I took pictures of my tires and attached them to this review. You can see through the tire wear patterns, that it’s a toe misalignment. So which is it VW? Do I need new tires and an alignment or were you trying to up-sell that (We know this isn’t the truth) or is it that you didn’t want to cover the expenses of getting me new tires and fixing my alignment and admitting your mistake? I will not willingly come back to this dealership or services department since I have such a bad taste in my mouth from them. In fact, my GTI that I was so excited to own, no longer makes me happy. Every time I sit in my car, and I look at the steering wheel, I am reminded of how I was treated and lied to. I now have a disdain for VW and although my car is paid off, I will be selling it simply because I do not want to be associated with a company full of schemers. More

This was my first time at that dealership and I am glad I did. I love the facility and the service advisor Guadalupe was very knowledgeable and helpful. I like they did a video about my Tiguan and recommende did. I love the facility and the service advisor Guadalupe was very knowledgeable and helpful. I like they did a video about my Tiguan and recommended extra service based on that. In addition to that they gave me complimentary ride by Lyft More

Had repair done to check "check engine light on". repair was done at a cost of $608.57. on March 04, 2021,Service Adviser Allen McCormick said all repairs and parts done by Findlay VW was guaranteed for 12 was done at a cost of $608.57. on March 04, 2021,Service Adviser Allen McCormick said all repairs and parts done by Findlay VW was guaranteed for 12month /12,000. mi. Now eight months later the check engine light is on again. took it in for repair and was told the repair is not warranted because the part they used was not a VW part. I was not informed they use an after market part without any warranty. Now they will make the repair for $800.00 plus. I don,t think this is right. More

Made appointment dropped the car off night before went in service writer took my information since 1st time to dealer they text car was ready I stopped by got keys and left service writer took my information since 1st time to dealer they text car was ready I stopped by got keys and left More

Very nice and polite to work with explained everything that I needed to know I’m very clean thank you to all of them in the service department that I needed to know I’m very clean thank you to all of them in the service department More

Great except when I got there he said I don’t have an appointment. I called up and reconfirmed the day before. Not good. Lucky the person who welcomed me took care of me. appointment. I called up and reconfirmed the day before. Not good. Lucky the person who welcomed me took care of me. More

Guadalupe did an excellent job, she advised me about the work my car needs and she is very friendly! I'll definitely come back! work my car needs and she is very friendly! I'll definitely come back! More

Fast efficient service. Frank fit me in so I could get me oil change on time. He set up my Lyft rides as well. He was very accommodating oil change on time. He set up my Lyft rides as well. He was very accommodating More

They always do a great job and have excellent customer service along with a timely process. service along with a timely process. More

I really was glad I went to Findlay excellent Customer I really was glad I went to Findlay excellent Customer service ! They really did awesome job, very happy 😊 I really was glad I went to Findlay excellent Customer service ! They really did awesome job, very happy 😊 More