Dirito Brothers Walnut Creek Volkswagen - Service Center

Dirito Brothers Walnut Creek Volkswagen responded

Hello, We would appreciate the opportunity to learn more about your experience with our Service Team here at Dirito Brothers Walnut Creek Volkswagen. Please initiate contact directly so we can discuss any feedback you may have. Thank you, Kyle Ritola General Manager (925)-934-8224 kyleritola@dirito.com

VICTORGEORGIOU responded

When the VW was purchased from Dirito last year, it was delivered with two service packs, accessories and first aid, which were affixed to the back of the rear seats - one on each seat, near the top. This seemed like an odd placement at the time, but we did not mention it to the dealer. It was very hot weather at the time. Soon after taking delivery, the weight of the service packs caused the carpet glued to the back of the rear seats to become separated from the seat. We decided to deal with it as a warranty issue when the car was taken in for the first maintenance service. When the car was returned for service on March 20, 2023, the service writer Kevin appeared to acknowledge it as a warranty issue, but he wanted to check with VW on the best way to repair. I left the dealership with an open service ticket. Sidebar topic: Prior to the service visit, VW’s automated reminder system was pinging us with messages to get the vehicle in for service. Following the service visit, the automated reminders changed to “You missed your service appointment” and requesting a reschedule. After three or four of the reschedule reminders, I sent an email directly to Kevin requesting a status check on the “how to fix” inquiry. There was no response to that email. A local detailer tacked the carpet back into place, but this fix is cosmetic only. The carpet is not permanently reattached. On or about June 6, I received an envelope from Dirito Brothers. It contained a copy of the service ticket marked CLOSED on May 31, 2023. The text box included the text “Packs do not come velcro’d to backs of seats. Not a warranty claim.” The following day, Dirito’s automated messenger sent us a “How did you like our work”. The poor review brought a second automated message “tell us more”. In that message, the General Manager’s phone number comes before the action button. Having stopped reading at the GM’s phone number, I called the General Manager. That call went to voice mail. There was no response. Returning to the email, I found the respond button. At this point there has been no human interaction with Dirito since leaving the dealer on March 20. Volkswagen owes us a permanent reattachment of the carpet to the rear seats.

Dirito Brothers Walnut Creek Volkswagen responded

We are glad you enjoyed great customer service working with our Service Team at Dirito Brothers Walnut Creek Volkswagen. Thank you for your positive review and for trusting us with your automotive needs. We are here if you need any further assistance.

Dirito Brothers Walnut Creek Volkswagen responded

Thank you so much for taking the time to leave us a five-star review. It is pleasing to know that you enjoyed the service you received from our helpful team. We happily await your next visit to Dirito Brothers Walnut Creek Volkswagen. Enjoy your day.

Dirito Brothers Walnut Creek Volkswagen responded

You can always count on us to provide excellent service to our valued customers at Dirito Brothers Walnut Creek Volkswagen. We are grateful for you leaving us a five-star review and hope you continue to always choose us. Take care.

Dirito Brothers Walnut Creek Volkswagen responded

Hello, we are honored you took the time to leave us a five-star review. It is wonderful to know that our friendly team was helpful during your visit. Should you need anything, please don't hesitate to reach out to us at Dirito Brothers Walnut Creek Volkswagen.

Dirito Brothers Walnut Creek Volkswagen responded

Hello, we are honored you took the time to leave us a five-star review. It is pleasing to learn that our team always does an excellent job assisting you every time you visit. You can always count on Dirito Brothers Walnut Creek Volkswagen for your automotive needs.

Dirito Brothers Walnut Creek Volkswagen responded

Hello, we are grateful you took the time to leave this positive review and feedback. Thank you for trusting us here at Dirito Brothers Walnut Creek Volkswagen with your vehicle. We are available for you in the future if you have any other automotive needs.

Dirito Brothers Walnut Creek Volkswagen responded

Hello, Dirito Brothers Walnut Creek Volkswagen wants to thank you for your uplifting review. It's a pleasure to read that you were provided with great service, and we're glad to learn that we earned your return business. Take care.

Dirito Brothers Walnut Creek Volkswagen responded

Hello, thank you for your kind feedback. We are so glad that you continue to receive great, honest service at Dirito Brothers Walnut Creek Volkswagen. It is always a pleasure to assist you and we hope you have a wonderful rest of your day.

Dirito Brothers Walnut Creek Volkswagen responded

Our team here at Dirito Brothers Walnut Creek Volkswagen is ecstatic to read that you had a concise and courteous experience with us. If we can do anything else to assist you, please feel free to contact us again.