Gurnee Volkswagen

Worst dealer experience I’ve ever had. I’m writing this review from an experience I had last december, hopefully things have changed. That being said, I brought my car in to trade for a I’m writing this review from an experience I had last december, hopefully things have changed. That being said, I brought my car in to trade for a 2018 Tiguan SEL. It started off very nice, went through the usual motions, test driving and negotiating. I decided the orange SEL 4motion was the one I wanted. They told me that these were very hard to come buy and it would take some time to locate, no problem I said. We talked about price and came to the agreement of X dollars a month. The salesman was new so he brought the GM in at the end, Jason I believe. Where they told me I had to put down a $2000 deposit and give them my car. So I gave them the deposit, went home cleaned out my belongings and brought in two sets of keys, this will be important later. They gave me a Jetta as a loaner which was a great car and nice of them. Now two weeks have gone by with no word so I call the dealership to talk to my salesman, he’s new so I cut him some slack. No big deal. He tries pushing me onto the trim level below sel, again I know that’s his job and searching the U.S. for a car is a pain, I kindly decline. Another week goes by with no word so I text the salesman, he responds saying he no longer works for the dealership. Okay, so I call the dealership explain who I am, they have no idea who I am, now I’m getting worried they have my very nice car and $2000! They finally figure it out and give me to a new salesman. He says they are still looking for the orange sel, he asks would any other color work because it’s not looking good. I said sure, white or grey would be great too. He says he’ll get right on it and let me know. Now I’m on vacation and to his credit he had been emailing for the past two weeks, so now I’ve been waiting for this suv for about a month and a half, in the middle of winter, when the whole reason I was buying an awd vehicle instead of a fwd car. He says they found a white one and it’ll be in next week. Great news! When I get home my car had arrived, so I go right in. They show it to me and I loved it! This review is no reflection on the vw brand by the way! So we go into the finance office, sit down and they hit me with the “new” price. It’s $250 a month more than the price I originally agreed to and signed off on when I gave the deposit. I was dumbstruck and very irritated. I tell them that we had agreed upon the price of x and they said to me “I don’t know where you got that from?” They then proceeded to tell me that price x was not possible and there’s nothing they could do. I said no deal and I’ll take my car and money back. They get my keys and tell me they can’t refund my money back to my card and that it will be mailed to me. I have no choice so I say okay and leave. I get home to discover that one key is for my car and the other is another Chevy key. Honest mistake, I drive back and get the gm’s attention and tell him they gave me the wrong keys, again one was right, one was wrong. After looking around for about 15 minutes the gm, Jason comes back and tells me, to my face, that only gave them one key in the first place. I say ok, if that’s true, why would you give me 2 keys back? He then proceeded to tell me I’m lying. Not implying it, but actually saying “Well you’re just lying”. Wow, I though that’s a first from the leader of an organization. So I left not wanting to cause a scene. I’ll chalk it up to a loss. SO, now it’s been about ten days and I’m still waiting for my check. I go in again, because I’m a sucker for punishment, and ask for the check. The gm says they can’t give it to me, it has to be mailed from the office, and it’s already been mailed. Again, nothing I can do. So I leave and wait. Another week goes by and still no check, I live 8 minutes from the dealership the mail would take 4 days max? I gave up and went to my bank to get my money back, I filed a claim and the guy helping me said it could take 2 months. I got my money within three days! I’m just speculating but I bet I’m not the only one who had to file a claim to get my money back. I know this was a lot to read and I hope I’m the rule not the exception but the way I was treated was terrible More

Passat Matt was a phenomenal help in finding the right fit. I will recommend him to all friends and family looking to buy a new car. Matt was a phenomenal help in finding the right fit. I will recommend him to all friends and family looking to buy a new car. More

Friendly, excellent, no hassle Well, this has been the fastest, easiest car buying process ever. Thanks Gurnee Volkswagen! See the “Aussie” for test drive and buy your new car! Well, this has been the fastest, easiest car buying process ever. Thanks Gurnee Volkswagen! See the “Aussie” for test drive and buy your new car! More

Perfect Customer Experience Matt (The Aussie) Colrain went above and beyond my expectations. He was able to get me into the car I wanted at an exceptional price when no other VW Matt (The Aussie) Colrain went above and beyond my expectations. He was able to get me into the car I wanted at an exceptional price when no other VW dealership was able to do so. Great communication and flawless purchasing process!! Highly Recommend Sales person. A+ Transaction. TJ Abell (sales manager) was also extremely helpful in this process and couldn’t have Made this transaction possible without him. Perfect team!!! More

Outstanding dealership!!! I was very impressed with the awesome customer service provided by Matt and GSM (Andrew). He was exceptionally courteous, efficient, and friendly. I d I was very impressed with the awesome customer service provided by Matt and GSM (Andrew). He was exceptionally courteous, efficient, and friendly. I didn't feel rushed, and they went above and beyond locating the vehicle. It was a very smooth process to the end and found a way to make it work. I will gladly recommend this dealership to my friends and family. More

Thank you Selena. Thank you Selena for all of your help. From the warm welcome , test drive to working out the lease it was a great experience. We provide you our must Thank you Selena for all of your help. From the warm welcome , test drive to working out the lease it was a great experience. We provide you our must haves, our budget and our expectations, you and the VW team did a great job to gain our business. More

Unreliable This place is unreliable and they like to take people in error. Prices are 6-8k higher than what advertised and they only show you that on the last st This place is unreliable and they like to take people in error. Prices are 6-8k higher than what advertised and they only show you that on the last step right before you sign the deal so you can get stuck with their price. Don’t waste your time, there are many other good VW’s in the area. More

Completely Incompetent This place is completely absurd. The worst part: they sold us a 2018 Tiguan while it was under recall. And then claimed they didn't know about the rec This place is completely absurd. The worst part: they sold us a 2018 Tiguan while it was under recall. And then claimed they didn't know about the recall until 5 days after we drove it off the lot. They endangered me for 5 days letting me drive a car that could've killed me. They told me they don't honor TruCar pricing whatsoever, even though the Sales Manager told me they do over the phone before I bothered driving 1.5 hours to get there. We spent 2 hours negotiating with them over this. The New Car Sales Manager (Stephen) was the rudest person I've ever worked with at a dealership. He was extremely pushy and basically tricked us into buying a maintenance package we didn't want. After the recall inspection, they were supposed to drop my car at my home and they were 3 HOURS LATE. And then we discovered a lovely chip in the driver's side window post-inspection. I'm so upset that I have to keep working with this terrible dealership because of their incompetent staff. More

Very Dishonest. False online prices You may notice that Bob Rohrman VW prices are much better than other VW dealers online. That is because they are fake. If you go in they tell you th You may notice that Bob Rohrman VW prices are much better than other VW dealers online. That is because they are fake. If you go in they tell you the only way to get that price is if you qualify for all insensitives which is pretty much impossible. They won’t tell you this over the phone. I ended up getting sucked into a 4 hour deal with them where Sandy finally offered $1,000 over thier online price. I took it and was then sent to Stephen in finance. All of a sudden the numbers got switched back and Stephen insisted that the “sale price” was after taxes and fees. Like an idiot I signed a bunch of paperwork, trying to get out of there and didn’t realize until I got my financing paperwork that they rewrote the deal right before I signed at the sticker price. When I realized this when my loan paperwork came in the mail and stared me in the face I called Stephen, he told me I would have to talk to my salesman Sandy Negrau. I went in to talk to him and he blamed it back on Stephen, then said Stephen was busy working another deal for a long time and got manager James Ayres. James couldn’t explain the numbers either and said even though the numbers don’t make sense, the deal was signed and the month before when I signed, the place was under different management and has since cleaned house and has a whole new team now that cannot go back on deals from the previous team. It so happens that my salesman Sandy, Chris, the sales manager when I purchased, and Stephen in finance...the only 3 people I dealt with, are still there. Total sleazy car dealership experience. Beyond the worst sales experience I have ever had, part of the deal was they would powdercoat the wheels of my new atlas black. They did but they looked like someone did a decent job with a black can of rustolium spray paint. The foot opener on the back gate worked intermittently so I asked to have that looked at. Service of course said it was fine. Upon picking it up and seeing the rough wheel work I tried the foot opener...nothing, and asked Eric in service to try it. He had no luck either. Eric was curtious and took the car back to fix the wheels and hopefully the foot sensor this time. More

I felt very weel I had a good experience is this dealer , Aaron,Sandy and Derek they helped tremendously in my car buying process, they me feel at home. the deal went I had a good experience is this dealer , Aaron,Sandy and Derek they helped tremendously in my car buying process, they me feel at home. the deal went excellent. thank you guys, thanks Gurnee Volkswagen More