Flow Volkswagen of Durham

Keith Hutchins was a delight to work with. Not only is he is friendly and very knowledgeable about the VW product line, but he is enthusiastic about the company and the various models that we looked at. he is friendly and very knowledgeable about the VW product line, but he is enthusiastic about the company and the various models that we looked at. Before taking a couple of test drives in the two different models, he went over their characteristics and tried to help me understand some of the mechanics behind the great handling that they have. He answered every question I came up with and was frank with his answers, spending almost two hours with me! I had test-driven a VW at another VW dealership nearby and basically got in the car and drove around with the salesperson, got out, was asked if I had any questions, and then I was off, after about 45 minutes. The salesperson seemed to communicate that he didn't care if I were interested in the car or not. What a difference at Southern States of Durham with Keith! Keith made my experience (and my husband's, who test-drove the car with Keith about one week after me)not only very informative but pleasurable. More

Keith did a great job. He was easy to work with and extremely plesant. I was direct about what my needs and budget were. His response was professional and thorough. The purchase was painless. I enjoyed extremely plesant. I was direct about what my needs and budget were. His response was professional and thorough. The purchase was painless. I enjoyed working with Keith. He had a warm and open style. I would be more than willing to recommend Keith to anyone looking to purchase a new Volkswagon! More

Keith Hutchins was so courteous and helpful with the purchase of my new Beetle. It was my dream car and although I had some credit issues, Keith worked hard to get me in my dream car. I would highly rec purchase of my new Beetle. It was my dream car and although I had some credit issues, Keith worked hard to get me in my dream car. I would highly recomend this dealership to anybody! These people rock! I've never been treated so respectfully at a car dealership. It was the best car buying experience I've ever had. More

Southern States Volkswagen of Durham was negligent in taking the proper steps to diagnose and rectify the problem with my 2001 VW Jetta. Now, I will explain why. Just before my 40,000 mile check up the taking the proper steps to diagnose and rectify the problem with my 2001 VW Jetta. Now, I will explain why. Just before my 40,000 mile check up the vehicle started to rev up and jerk when changing from 2nd to 3rd. gear. I took my vehicle to them and brought this to their attention. Along with the routine maintenance, they test drove my vehicle and stated they could not duplicate the problem. The slipping continued and worsened which I brought to their attention at each 5,000 mile maintenance appointment. They continued to deny there was a problem because the check engine light was not on. On June 6, 2006 at 96,099 miles I again brought this to their attention and requested they further investigate the problem. And yet again they did not diagnose or rectify the problem. They stated the concern could not be duplicated at this time. On September 20, 2006 at 99,757, I took my car in for the 100,000 mile service and to make sure they addressed the problem before my power train warranty expired. I requested service representative John Jameyson to ride in the car with me to make sure they duplicated the problem this time and to witness it. He got in the car and experienced the jerking from 2nd to 3rd gear. At this visit they replaced an Oxygen sensor and stated the car ran fine. However, the problem continued. Based on research I have done online as well as discussion with other auto mechanics oxygen sensors would not cause a vehicle to rev up and jerk from one gear to another. Oxygen sensors make your car lose power. In addition, I also found that when an oxygen sensor is faulty, a check engine light will come on. This had not been the case as you can see from my documentation provided. Due to Southern States’ inability to diagnose and rectify the problem, on April 20, 2007, I took my car to Precision Automotive. After verifying the vehicle was not performing properly, they researched the problem. They discovered Volkswagen of American issued an “All Technical Service Bulletin, dated Jan 16, 2007, regarding automatic transmission-Slips on 2-3 up shift which explained my car’s transmission malfunction that I had brought to the attention of the SSV since 44,000 miles. The bulletin states that the transmission slips and then shifts hard into gear during the 2nd to 3rd shift. It may be caused by Transmission control module (TCM) software. If transmission diagnosis does not indicate repairs are necessary: - install new tcm part. may be caused by transmission control software By this time my car had over 100,000 miles and my power train warranty had expired. I contacted SSVW service manager, Sam Castello and informed him of the discovery and asked them to cover the cost of the repair because I had been trying to get them to fix the problem since 44,000 miles. He was unaware of the bulletin and not willing to assist without payment because the warranty had expired. Then, I contacted Volkswagen of America and they agreed to cover the cost of replacing the TCM May 27, 2008 at 114,144 miles.. This occurred 5 years and approximately 75,000 miles after gears began to slip. Although the TCM was replaced, the vehicle’s performance improved slightly but was still not shifting properly from 2nd to 3rd gear. This rough shifting gradually continued to worsen over the next 1000 miles. So, On September 16, 2008 and 115,578 miles, I took my car back to Southern States Volkswagen. They ran a computer diagnostic test and originally stated nothing was wrong with the TCM or the transmission however something else unrelated to my transmission was wrong. Due to my dissatisfaction with their response, they called Volkswagen of America’s “800 number help line” for advice. They recommended they perform a transmission drip down test. The test identified 2 of the 3 clutch packs were damaged to the following extent: first 100%, second 30% and the third 100% and stated this was what was causing my transmission to slip from 2nd to 3rd gear. The cost of this test was $300.42. At this time, I requested they replace my transmission at their expense, due to their failure to diagnose and rectify the problem during the warranty. They offered an employee discount of which the cost would be $3,995.55. This was unacceptable due to their negligence and my persistence in addressing the problem prior to the expiration of the warranty. On September 18, 2008 I wrote Volkswagen of America and asked that they cover the cost of my transmission replacement. Service representative Katie Fox called and responded that it is the responsibility of Southern States Volkswagen’s service department to run the necessary tests to diagnose problems and to find solutions to them. She informed me that VWA supplies a 24-hour 800-support line for VW service departments to assist with matters that go beyond the computer diagnostic testing. Southern States failed to utilize this option unti More

Bought high-end new car from SSVW in 2007. Price and buying experince were fine. When delivered 2nd key was missing. Dealer took several weeks to get second key, and they tried to charge me for the enc buying experince were fine. When delivered 2nd key was missing. Dealer took several weeks to get second key, and they tried to charge me for the encoding, which took a full day. Salesman promised a free tank of gas and free detailing for my hassle, I never received either. I asked for loaner car and they gave me a smelly used Hyundai with the "fuel empty" light on. I stopped and filled the tank paying with my own money. The manager laughed and refused to reimburse me when I presented the gas receipt. All this hassle and abuse after I had just bought one of the most expensive cars on the lot, and THEIR incompetent staff had lost my key. I have had similar hassles and treatment during multiple warrantee service appointments. This dealer has a well-deserved reputation for terrible customer service. I also bought a new Honda, and the service there (Southpoint)is fantastic and hassle-free. More

It helps if you submit internet price requests ahead of time -turned out to be about $1,000 less on an already good fair price Josh offered. So, overall, price was definitely a "5" after SSVW matched the time -turned out to be about $1,000 less on an already good fair price Josh offered. So, overall, price was definitely a "5" after SSVW matched the internet quote (from the same dealer, but internet department interestingly). Chavis, the finance guy was really pushing the over-priced warranty stuff but was genuinely friendly and respectful. I personally think a bottle of krytox (super special and expensive lube NEEDED for the seals on the Eos's convertible roof, seriously) should be included with every new Eos purchase -maybe service department will do themselves? I kinda doubt it. Oh, and one of the clips on my all season mats was broken -but the dealer had no way to know that. I'm looking forward to my first service interval to rate that separately. Past routine service was great on my last car after some early new car problems -that they seemed disinterested in "replicating"- were finally resolved. More

My appointment with the Service Department was delayed due to their error in scheduling and they offered me the option of "renting" a car. Even after Service personnel had seen and witnessed some of the due to their error in scheduling and they offered me the option of "renting" a car. Even after Service personnel had seen and witnessed some of the problems with my car, because the actual Technician could not "re-create" the problem, I was told they could do nothing. Their customer service and attitude is really bad. More

I am a new customer to this dealership recently moved here. In my last two experiences here I have been treated like royalty. I cannot identify with the negative reviews I have read here and frankly do here. In my last two experiences here I have been treated like royalty. I cannot identify with the negative reviews I have read here and frankly don't understand how any dealership could stay in business very long if they were so poor. Volkswagen would not tolerate it. I would be happy to give this dealer an excellent testimonial. I had a check engine light and various electrical bugaboos that were butchered by an independent shop (you live & learn) while trying to "save money". Although it took an extra day than what I had anticipated, I'm happy they took extra time to fix it right. Sam the service manager saved me time and money and treated me professionally throughout. More

As a Volkswagen owner since 1998 and the premiere of the new beetle, I have never been irrate or offended by an experience with VW dealers until the harassment that occurred at Southern States Volkswagen of new beetle, I have never been irrate or offended by an experience with VW dealers until the harassment that occurred at Southern States Volkswagen of Durham in 2004! These experiences included dealers in New Jersey, Pennsylvania and North Carolina. Please realize, there is no Southern hospitality to be found at Southern States. After being told several times that the appointment I made was "only in my mind", though several other customers that very morning showed up with appointments in their minds as well, a service advisor pretended to work with me in terms of working my car into the day. Although still insisting my appointment was nonexistent he offered a free rental twice only for me to be told by the manager I would not be offered one. Imagine my surprise when the rental service came to tell me the VW manager wanted a word with me. I was screamed at to get into a HIS OFFICE and sit down <br>because it was HIS OFFICE. Furthermore, according to his assesment of a conversation which he was not present for, I was out of control. Imagine trying to get a diagnosis for your engine light to receive-a physchological assesment from a car dealership's manager. Not only did I find this to be an ill-found, ladies when you go there alone, realize you have no right to ask two men that where calling you unstable to open the door to their office for your comfort level. Which would leave me to question why manager's of a service station have the authority to sequester you to an office --if the problem was actually thought to be generated by the customer-would they not simply have told me to leave? With this behavior, they were still willing to work on my car. Funny, I was not that much out of my mind to allow that to happen. Can I rate the repair work-not this time-but the management is inadequate at running a consumer friendly business that can maintain clients. My advice-skip it and go down the street. In the words of a worker of the new dealership that I have an appointment with next week-going to Southern States Volkswagen of Durham is like going to a third world country. I'd rather take my chances elsewhere! More