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Group 1 Volkswagen Hub City
Lubbock, TX
252 Reviews
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252 Reviews of Group 1 Volkswagen Hub City
June 28, 2023
Prompt and Courteous Appointment Process. .. Outstanding recalls were identified and repaired... My Service Advisor Andrew did a good job.. .. Outstanding recalls were identified and repaired... My Service Advisor Andrew did a good job.. More
by wizeguy702
Employees Worked With
Andrew
June 27, 2023
Very dissatisfied with this dealership. I took my car to have serviced on Monday 6/19. My engine light was on so it needed a diagnosis, oil change & inspection. I was told it would be 1-2 b I took my car to have serviced on Monday 6/19. My engine light was on so it needed a diagnosis, oil change & inspection. I was told it would be 1-2 business days since it needed to be fully inspected to properly diagnose. We told them that we needed it back by that Wednesday since we would be leaving town that day. The person assisting us seemed confident that we would have it back by then. I called Tuesday to check on the car and was told they had not even looked at it yet. I called Wednesday to check again and was basically told it hadn’t been looked at and would receive a call before closing time. Never received that call. Thursday I called again and was not able to reach the person in charge of my car but was told as soon as the person was located they would give me a call. Around 5 pm I received the diagnosis and the services needing to be done. I was then told that they closed at 5:45 and it probably wouldn’t get worked on until Friday. We had pushed back our trip so that I could have my car but had to rent a car from a rental company since my car was not ready. By 5:40 I called once again and spoke to a different person than I had been working with and she wasn’t sure about the status of my car. I told her we were having issues getting ahold of people/no one calling us back and she said she would escalate it to management. Friday came and no one ever called me regarding my car. I called on Monday 6/26 to check if they were done with my car and they were so we went to pick it up. Once we got there we found out that they had left my car uncovered during a terrible hail storm that hit our town. The response was “there was nothing we could do since we didn’t have tent space” there is hail damage to several parts of my car now. We also complained about how long they had my car and they weren’t able to give me an explanation as to why it took them so long. We left and called the head of sales. He listened to our complaints and concerns and said he would give our number to the person head of the service center. We have yet heard back from anyone. Super irritated and disappointed in this dealership. This is the second time dealing with them and having to leave my car for over a week. They never are able to offer any type of rental service so then i am left without a car for that time period which isn’t realistic. I personally will never purchase another Volkswagen due to this dealership. More
by madisonrpigg
Employees Worked With
Unknown
June 03, 2023
They always take good care of me and are very helpful, but they keep forgetting to put a new windshield wiper fluid cap on. but they keep forgetting to put a new windshield wiper fluid cap on. More
by bknabe
Employees Worked With
I don't remember names, but I dealt with service, not sales
December 22, 2021
Previously went to other location in town to ask about a vehicle i guess they thought i was asking for a free one. The service at this dealership was great! I would recommend this dealership for you next ca vehicle i guess they thought i was asking for a free one. The service at this dealership was great! I would recommend this dealership for you next car. Thanks Matthew. More
by je101702
Employees Worked With
Matthew Connelly
May 19, 2021
I would like to take the time to review my fantastic experience a Gene Messer Volkswagen in Lubbock, Texas. Benjamin Jacobi showed me several cars. We drove Jettas and a VW Passat. He told me the be experience a Gene Messer Volkswagen in Lubbock, Texas. Benjamin Jacobi showed me several cars. We drove Jettas and a VW Passat. He told me the benefit of both vehicles. He personally owned a Passat. He showed no pressure what so ever. I decide to trade my 2015 Silverado 4X4. He gave me a great trade in. More
by tonyhopp
Employees Worked With
Benjamin Jacobi
January 26, 2021
Specifically stated that the Turbo in my 17 GLI was shot that is covered under the power train warranty. They Scanned the computer and said the coil and spark plugs are giving a misfire signal, and there is that is covered under the power train warranty. They Scanned the computer and said the coil and spark plugs are giving a misfire signal, and there is nothing wrong with the turbo. Well, the car idles and you can hear a rattle from the turbo, and it doesn’t build boost. There’s a turbo issue. Not according to the technician and the service manager who has 100% confidence in his technicians. Service department really insulting my intelligence. Filed a complaint with VW. Will be going to an independent mechanic afterwards to remove the down pipe and leave it off, so that when I take it to the next dealership For warranty work, they’ll be able to see it instead of just picking parts to replace before getting to the initial issue. Service manager is the same as the previous reviewer. I purchased a vehicle from them in the past and have had my services done there. No longer will they be getting the business of me, my friends and relatives. ###Update### The service manager made a attempt to make things right, by not charging me a diagnosis fee, which I was grateful for. Made him aware that I will be having another dealership look at it. I’m not upset at the service manager as he trust his eyes and ears, but there were things overlooked. More
by Aurban
Employees Worked With
Dwayne
August 30, 2020
I am so frustrated with this dealership. I bought a used Jeep Wrangler from them and was told it was in good working order. About two weeks into owning it, the air conditioner went out and then the brakes f Jeep Wrangler from them and was told it was in good working order. About two weeks into owning it, the air conditioner went out and then the brakes failed on the curvy mountain road I live on. I could have been seriously injured or worse. I took the Jeep into a local dealer that takes the warranty I bought when I bought the car. They found $2000 worth of repairs that the Jeep needed in order to even run. The timing belt is shot, it burns oil and much more. Gene Messer insisted the warranty pay for it. The warranty won’t pay for it because it was pre existing conditions from Gene Messer dealer. I have put in countless calls to Gene Messer Volkswagen to get this dealt with and keep getting the run around. I want them to either just take the car back or make sure it is in good working order. I feel swindled and treated poorly by a company I researched and trusted. Beware of this company. More
by kadygirl
Employees Worked With
Dwayne
August 09, 2019
Incompetence and Unprofessionalism Abound One of the oddest car buying experiences I've had honestly. The staff was very quick to reach out to me after my inquiry on one of the vehicles in the One of the oddest car buying experiences I've had honestly. The staff was very quick to reach out to me after my inquiry on one of the vehicles in the lot. I provided details on my car back in a text message and then never heard back on what the trade-in value would be. Had I not spent the last few weeks doing research on the exact vehicle I wanted, I probably would not have come in. The first odd thing, when I pulled up to the dealership, no one came out and asked me if I needed help with anything. Honestly, I don't mind not being bombarded by salesmen, but I was surprised. So, neither good nor bad there. When I walked into the dealership it was a bit of an odd interchange between the front staff and salesman. I explained why I was there, and the salesman said he could take me to look at the truck but he had an appointment in a few minutes. We went out and looked at the truck, and he didn't really even say a word about it. He just assumed I was going to buy it. Again, a little odd, and I was kinda hoping at this point there was a salesman who could tell me anything about the car or at least try to. He passed me off to another salesman. We quickly went on a test drive, and again, I was basically just trying to figure out everything in the vehicle myself. Now, this was a Ford truck, so I understand the staff may not be as familiar with it. But, I expected at least a little bit of information about the truck. Nothing. Now, I had gotten there almost as early as they opened up, around 9:15am, because I didn't want to spend my entire day buying a car. Well, I had to wait for a manager to get out of his meeting to get an offer. I used the USAA Car buying service, and the sales manager had to go back a couple times to check the price because that's not what he had. I had the printout and could provide the price directly from USAA's app. He eventually gave me the price, but there is apparently a disconnect there and wanted to haggle, even though they advertise a "no-haggle" policy. He also completely ignored everything I mentioned about the trade-in value. I guess no haggle means they want to screw you out of any money and don't want to hear any complaints. I was also told that the system could only handle one sale at a time, which is another reason I had to wait. Yes, I was told it was being upgraded to handle six sales. Not even sure what to say to that. All of the paperwork I signed was not very well explained, but I was probably there for about 3 hours now so I didn't question too much. It was then on to finance. Before even speaking to anyone, I was just told that I need to have my bank/credit union to send the dealership my "drafting paperwork." No one explained what that was, just expected me to contact them and understand what to do. My bank explained most of it to me and I was working on completing the loan when I went to the finance manager's office. The first thing he asked was if I had sent the draft paperwork yet. I told him I was working on it and he seemed a little impatient. "Ok, just let me know when you send it." Ok... thanks... will do. No one even asked me if I was making a down payment and I had to stop him before going forward with the paperwork to do so. I then had to call my bank a couple times to get my daily limit changed. Again, he seemed a little impatient. He really didn't explain any of the paperwork, again. And I walked out of there with a copy of about 3 pages of the 20 pages he went through. He basically just said, "ok, you're done." And that was it. Okay... great? I walked out and waited for probably another hour before the new truck I had bought had come out from getting cleaned. What took so long? And why didn't they start earlier? As I was sitting there waiting for my truck to appear out of somewhere, my salesman was just sitting outside on the lot looking at a couple of cars. He came in once and mentioned that the detail guys may have taken a lunch break and he didn't know what was taking so long. Then he walked back out. I'm a very patient person, but it was now 1:30pm, over 4 hours after I arrived, and no one said a word to me for the next 20-30 mins. Finally, thank God, my truck appeared and I was very happy to get out of there. I was told my registration plates would "probably" be mailed to me in a few weeks. Great, instilling more confidence in this dealership. I got a call yesterday that I had to go down to the DMV to complete the titling and registration of my truck. I've never heard of anything like that. I can't believe the dealership was unable to even complete this portion correctly. It has been 3 weeks now, and to this day my loan is still not approved at my bank because the finance manager is incompetent. He has not sent the proper documentation to finalize the loan. I contacted the bank and they they hadn't received any paperwork. When I called him, he stated he had sent the paperwork almost a week after the sale was complete and to call my bank. I received another call from my bank stating one document was missing and the other was not legible. If my loan goes through properly prior to the expiration of the approval date range, I will be amazed. And then finally, I received an email from Danilo DeLeon, the General Manager, about my online inquiry, after I had already bought the truck asking if everything was handled to my satisfaction. I provided him with the same information listed above, and have not received any reply back almost 3 weeks later. Bottom line, avoid this dealership like the plague. It's run by incompetent neanderthals. More
by Vess
Employees Worked With
Josh, Jerry, Derek
July 23, 2019
Avoid at all costs Customer service is terrible. The receptionist had to track down a salesman when we walked in the door. Communication was terrible, everything was met Customer service is terrible. The receptionist had to track down a salesman when we walked in the door. Communication was terrible, everything was met with “I don’t know, that’s not my department.” Since we were working on financing outside of the dealership it took a few days to finally purchase a vehicle. When we went to look at the 2018 vehicle we eventually purchased the check engine light was on, but we were assured it had been taken care of and that there were no more issues, we were foolish enough to trust them since the light was off and we hadn’t noticed any issues driving it. 3 days later the light was back on. 4 days after purchasing we took it to the Dodge dealership since it’s still under warranty and are now being told there is metal in the engine and depending on the severity of it we may need a whole new motor. During the process we also were told that if we had anymore issues to take it to Dodge since it was under warranty and they would be the ones who could really help us. We also dealt with a really rude pushy finance person that was completely annoyed and irritated that we wouldn’t take the higher interest rate he was offering and also informed us that we were required to purchase an extended warranty to protect their interests. After emailing their general manager I was told he was new there for only about a week. Now suddenly today he’s been moved to another one of their dealerships and can no longer help me, but my information has been passed along. They also made a big deal that they couldn’t get us a second key fob because it was a couple hundred dollars and to expensive.... this was while I was purchasing a 19,000 vehicle from them with an extremely large down payment and outside financing. More
by Mad Mama
Employees Worked With
Jerry
June 29, 2019
Great experience! As a woman it can be intimidating to shop for a car alone so I was not looking forward to shopping. However, after seeing their reviews I decided to s As a woman it can be intimidating to shop for a car alone so I was not looking forward to shopping. However, after seeing their reviews I decided to start my search at gene messer VW. Well, It was my first and last stop. From the moment I walked in I was greeted warmly and met with Edmond who was extremely helpful. He was was kind and made me feel at ease immediately. Also, the manager who greeted me (forgot his name) was attentive and made me feel like a valued customer. I will do all my service for my Jetta and recommend them to anyone looking for a new vehicle. More
by Gabyyyy
Employees Worked With
Edmond Olivier
