Schmelz Countryside Volkswagen

Horrible Service Department My only visit at Schmelz was a mess to say the least. While I was there, I was informed there was an unexpected absence: Jenni Schmelz told me that a My only visit at Schmelz was a mess to say the least. While I was there, I was informed there was an unexpected absence: Jenni Schmelz told me that a person was in the hospital and apparently because of his absence, the whole place fell apart. First of all, as I customer I should not be privy to this information; secondly, I should not be guilted into feeling as if I am in the wrong for not receiving adequate customer care. Leading to this point, some things that made my visit unpleasant: I wasn't informed that my car had gotten into the garage, as it was not communicated to me -- I was unsure if my car was going to be able to get serviced; my car's work was completed a day before it was communicated to me (so I was without a vehicle for an unnecessary additional day); the paperwork was not ready when I went to retrieve my car after receiving a call informing me it was ready; the servicer, Johnny, could not find my car keys (he tried to pass off someone else's keys to me); my car was not ready when he did retrieve the car (it had made a loud noise); they sent a shuttle back to pick me up but nobody communicated to me that the shuttle would be returning. But most importantly, I was not offered an apology from management, nor was I provided a remedy to resolve this horrible experience. While I was there, one of the managers, Jenni Schmelz, unprofessionally lead me back to her office and asked for me to exhibit empathy instead of being frustrated at their lack of customer service. I'm not sure how often customers are asked to exhibit empathy, but this was my first time. As a woman, I can't help but wonder if that has something to do with it. During this awkward exchange, Jenni struggled to fight back the tears when discussing her hospitalized coworker. I found it very odd, as a customer, to be asked to be more understanding when all of Schmelz's shortcomings could have been easily remedied; I also found it very unprofessional for a person in management to be so overly emotional to customers. It was very uncomfortable to be in a small space with a complete stranger who clearly did not have her head in the right space. Fortunately, Jenni was able to provide me a shuttle while my car was being re-serviced, so I did not have to wait in the lobby and could escape the soap opera of Schmelz. When I went to pick my car up a second time, I asked the clerk for Lance Knudson's contact information; he is the service manager at this location. He personally brought the card out to me and wasn't even curious why I wanted to contact him. Confused, I began to inform him of my awful experience. As I divulged my appalling experience, Lance smugly smirked at me, clearly working to hold back the laughter. This is not satisfactory customer service -- this isn't even bad customer service. This is inexcusable customer service and atrocious human behavior. I look forward to the day when you go out of business. More

Great Car. Great Salesman! This is my first experience buying a vehicle from Schmelz VW and it was very good. I made an appointment with an online sales agent to test drive a Je This is my first experience buying a vehicle from Schmelz VW and it was very good. I made an appointment with an online sales agent to test drive a Jetta. I arrived early for my appointment and unfortunately found out that the person who I was to meet with wasn’t there. BUT.....the salesperson they found to help me met and exceeded my expectations. If you need someone willing to go the extra mile to help you, ask for Ralph Ludden! I am very pleased with my new car and the time that Ralph spent helping me. Thanks again, Ralph!! More

As pointed out before, after-sale services VERY FRUSTATING I recently (3 weeks ago) bought a car with Schmelz VW. Before the cheque was cashed, I’d get quick responses, the salesman would return my calls and a I recently (3 weeks ago) bought a car with Schmelz VW. Before the cheque was cashed, I’d get quick responses, the salesman would return my calls and actually provide some help. Nothing beyond normal, just as expected. Since payment went through and I got the car (without floor mats, by the way. Only noticed at home) - I cant get a word with anyone in there. Calls are not returned. Any questions I ask take days, and multiple calls, to be answered. Really frustating. I’m NOT buying a car or servicing a car with them again. Save yourself time and money - go somewhere else. More

After-sale service was very disheartening I purchased a 2016 VW Touareg TDI in early October. Price was decent and the dealer folks seemed personable. I traded an Audi Q5, and since I was from I purchased a 2016 VW Touareg TDI in early October. Price was decent and the dealer folks seemed personable. I traded an Audi Q5, and since I was from out-of-state and hadn't intended on buying, my trade was without its carpet floor mats and extra keys. Within a week I sent them by UPS. The Touareg was sold with a faulty second key, which I also returned to have repaired. It took several months--until January--and the help of the VW Customer Care hotline to finally get the keys sent to me (to have repaired locally). Multiple phone calls and emails to the dealer were ignored and never returned. I was promised--in writing--that they would also send me a copy of the vehicle's Carfax report. It has never been sent. To me, after-the-sale service and followup is as important as the purchase itself. On that measure, Schmelz Countryside Volkswagen failed completely on multiple counts. My advice: Don't accept any of their promises at the time of purchase. (Though I live three states away from Minnesota, this was actually the second vehicle I purchased from Schmelz. Never again.) More