Larry Roesch Volkswagen - Service Center
Bensenville, IL

7 Reviews of Larry Roesch Volkswagen - Service Center
Eric Lee (owner’s son) Degraded the Volkswagen Brand With the disrespectful way my husband and I were treated by Mr. Eric Lee who acted as owner of the Volkswagen Dealership these past 4 days when we bro With the disrespectful way my husband and I were treated by Mr. Eric Lee who acted as owner of the Volkswagen Dealership these past 4 days when we brought our car in for a service issue . He acted in a manner that left us feeling like he was never going to accept the error that occurred in his dealership and he chose to accept the fact that his service manager (Tim) treated us like a “ping pong ball” and hit us back over to Volkswagen Customer Care department to discourage us from pursuing what we knew was the factually mistake made by the dealership. Larry Roesch Volkswagen dealership knew that Customer Care was going to not accept any ownership of the problem and would tell us to locate the owner of the dealership and work with them in the hopes of forcing us to pay the charges. Both businesses were intentionally working to help and protect the dealership not give any support to the actual customer and owner of the vehicle in dispute. The Customer Care” department assigned a record of our complaint and then preceded to say they have no power to resolve our issue. No one, in my opinion, should spend their hard earn money and buy a vehicle from this dealership with the way he (owner) clearly verbalized is “true colors” of how he feels about his customers who by the way keep him in business. He used intimidation tactics by degrading his extremely professional service employee (Mr. Pat Malone) in his office and told his employee to call us back and tell us that “these are the final numbers” and if Mr. and Mrs. have a problem with them then come pick up their (explicit) car and pay the diagnostic fee that we are going to make them pay. Mr. Lee only worked out a “deal” for a percentage off our repair because Volkswagen of America corporate executive Mr. Eric Waldowski was only willing to “please” his dealership relationship by matching the 30 percent discount that Mr. Lee was shoving down our throats because he refused to stand behind a misdiagnosed mechanical part on our vehicle that for years we were constantly informing the service department that the one part they replaced on the car when it was under warrenty did not solve the problem. In addition, all the times we brought the vehicle in for follow up service we were continually told that they found nothing wrong. Then the warrenty ran out on the car but the problem remained constant. We brought the car in for service again on Tuesday (8/21/18) and were told that Volkswagen service department found the problem part that we had been informing them of for years and now the bill was going to be $685.13 for parts, labor and taxes because the car is out of warranty. Do not ever purchase a Volkswagen brand car because I was told over the phone by top corporate executive from Volkswagen of America Headquarters in Heldon, Virginia that they do absolutely nothing for the customer who owns the vehicle and only “work” for and with the dealership on paying warrenty claims. They sent us back to “deal” with Mr. Lee and informed me that only because I complained to them at corporate would he call the owner of the dealership to explain in a private conversation how they were going to deal with my husband and I. I got a call today (Friday) from Mr. Waldowski and he informed me that he “corporate headquarters” was going to “match” the 30 percent discount offered by Mr Lee. My husband and I could smell the stench of this shady under the table arrangement and were forced into paying the new price for the repair or come pick up our not repaired car and pay them $140.00 for diagnosing the problem. My husband and I picked up the car tonight and will never set foot in any dealership that is a Larry Roesch dealership. It is extremely sad to learn that the man whose name is still on these dealership’s signs and built his business on respecting his customers, honoring a service mistake, and valuing his hardworking service employees is no longer how the dealerships are being operated since his passing. Instead, Mr. Lee chooses to insult and intimidate his worker, who is on the “front line” of the customer service experience. Mr. Lee clearly demonstrated this morning that the customer means nothing to him because he told his employee to pass on his words of disgust with my husband and I instead of having the professionalism to call us back on the phone personally to talk civilized with us. What is so disheartening is that Larry Roesch Volkswagen on Grand Avenue in Elmhurst/Bensenville Illinois is now being managed with the frame of mind that the customer means nothing to top owners once they/you drive that vehicle off the lot or your warrenty expires. It is also very sad that this powerful car dealership would not and will not acknowledge that mistakes do occur in his dealership and that you need to acknowledge those mistakes, apologize to the customer who has kept you in business, and value a respectful two way conversation with all parties involved in a dispute. And most importantly not treat your employee like “garbage” by telling him to leave your office and make a phone call to the customer that Mr. Eric Lee should be the one making. More
Great People, Great Service This dealership will become my home for service of my current and future vehicles. All past visits were met with professionalism, integrity, and compe This dealership will become my home for service of my current and future vehicles. All past visits were met with professionalism, integrity, and competence of service. More
only roesch for our family i have never hsd such prompt efficient service! we have puchased 8 cars from them and the sales team is extremely helpful and knowledgable! 5 star i have never hsd such prompt efficient service! we have puchased 8 cars from them and the sales team is extremely helpful and knowledgable! 5 star More
Wouldn't go anywhere else! I recently bought a new car from Kevin in sales and came in for my first oil change. I dealt with Jorge in service. He got me in and out fast. Coul I recently bought a new car from Kevin in sales and came in for my first oil change. I dealt with Jorge in service. He got me in and out fast. Couldn't of been happier with how nice everyone is and how fast my service was. They even washed and vacuumed my car! More
BEST customer service ever! I came in a few weeks ago for a problem with my key and the parts area had just closed. This salesman went above and beyond what is job was and he did I came in a few weeks ago for a problem with my key and the parts area had just closed. This salesman went above and beyond what is job was and he did the very best he could to help me even though he didn't have to. AMAZING customer service! I was in a bad spot and wasn't able to get into my car, but when I got home and tried the key IT WORKED!!!! More
While the quality of the work seems to be reasonable, their billing practices are questionable/criminal. You should go here if you like paying for services that won't be performed. Needed a PCV hose their billing practices are questionable/criminal. You should go here if you like paying for services that won't be performed. Needed a PCV hose replaced, was told that to replace it the intake manifold would need to be removed first. Thinking I could check on this to make sure they actually did what they were saying, I asked for the old parts back. They said this was fine, I agreed to the (ridiculous) price under the pretense that they would follow through on the job we discussed. When I arrived to pick up my car, I paid my bill and went out to my car. My old PCV hose was in a box on the passenger seat. No intake manifold gasket (which would have needed to be replaced had they removed the intake manifold as discussed) was present. I inquired about the missing parts at the service desk, and was passed a phone with a technician on the other end. I relayed my concerns to him, he said "No, I didn't remove your intake manifold", which was previously discussed and really the only reason for the outrageous price tag. I asked why I was being charged then for labor that was not performed, he answered "Thats how much the job costs." All further questioning was responded to with suggestions of more services my car needed. I hung up the phone to speak with someone who might try to allay my concerns, but everyone around the service department seemed to have disappeared. Frustrated, I walked dejectedly towards the door to go drink away my financial pain. Larry Roesch VW, I hate you. More