Three County Volkswagen - Service Center

Mike Cardone was very welcoming and provided great customer service. Kept me updated on the status of my vehicle and made sure I didn't have to wait to long. customer service. Kept me updated on the status of my vehicle and made sure I didn't have to wait to long. More

Unfortunate ending to a perceived good relationship Unfortunately, a very poor experience. Since 2016, Three County has taken care of all my oil changes and other services, and we've had a great rela Unfortunately, a very poor experience. Since 2016, Three County has taken care of all my oil changes and other services, and we've had a great relationship. I towed my vehicle to the dealership last week for a diagnosis because the car would not start. On June 2nd, Michael Carbone told me the starter needed to be replaced and he gave me a quote of $778.00 (plus tax) to have it fixed. I decided to not have the work done, and agreed to pay the diagnostic fee and have the vehicle towed from the dealership back to my home in Weehawken, NJ. Mike assured me the vehicle was ready for pickup and sent me a link to pay the diagnostic fee of $138.61, which I paid over the phone prior to the tow scheduled on Thursday, June 4th. At 2:30pm on June 4th I received a call from Mike. He informed me the tow truck had arrived, but that the vehicle was not actually ready because they had not put the starter back together. Mike asked if it was a problem for me to receive the car this way and that if he had to put everything back together, it would take more time. He then told me that because ultimately the starter needed to be replaced he didn't think it would be an issue to return the car this way and said he could leave the starter on the floor inside the car. Because I would have had to reschedule the tow if I waited for the dealership to reinstall the starter, which would incur an additional charge, I agreed to take the vehicle knowing only that the starter had not been put back in. The vehicle was towed to 4100 Park Ave, Weehawken,NJ and arrived at 3:00pm. I inspected the interior of the vehicle and found the starter motor wrapped in an oily rag along with 2 bolts and 2 nuts. When I attempted to lock the vehicle, I realized the car had no power. My vehicle has power door locks and an alarm, neither of which now functioned, which obviously caused me great concern. At 3:13 pm, I called Three County VW and spoke with Mike again, told him my dilemma about not being able to lock the car, and the car not having any power. I asked if he had looked under the hood prior to the vehicle leaving Three County VW and he said he had not. I requested Three County VW either get a technician out to my location to resolve the issue with the power not working, or have the vehicle towed back to Three County, and then towed back to me. Mike told me they could not send anyone, or pay for towing my car back to Three County, and he suggested I speak with the service manager, Matt Kuczek Matt informed me that they had not connected the battery and that I would need to connect the cable to the terminal. I raised my concern that I am not a mechanic, did not have the proper tools, and was hesitant to do what he instructed. He told me it wasn't difficult. Feeling overwhelmed and not wanting to risk leaving my vehicle unlocked where it is parked, I did as Matt instructed and was able to get the cable on the battery and lock my car. On Saturday, June 6th, I checked on my car again, and noticed a 3” diameter pool of oil under the car. I did not previously have an oil leak, and neither Mike nor Matt had mentioned an oil leak from the diagnostic from Thursday. At 2:16pm, I called Three County VW and spoke with Michael Carbone again. I informed him that I was unhappy with how the vehicle was not ready on time for the tow, the negligence of Three County not having the battery connected knowing that I have power locks, and them asking me to do the work to connect the battery. I requested that Three County VW tow my car back to their shop and return it to the way it was when they first received the car for diagnostic service. Mike told me that they could put everything back together, however, they would not pay for the cost of the tow to and from where the car is parked. I asked to speak with the service manager, Matt, again. I spoke with him about the entirety of my situation and he reiterated that Three County VW would not pay for the tow. He said that if I paid, again, for towing back and forth, they would reassemble the vehicle. I was shocked at his response and told him that I felt they had been unprofessional in handling the situation, more specifically how they instructed me to connect a battery cable when I had made it clear I was uncomfortable doing it, and should pay for the tow when they are ultimately responsible for the situation. I also informed Matt that the car is now significantly leaking oil and this was not an issue prior to the diagnostic and was not listed in the service report from Invoice #24759. Matt disregarded the new issue as related to the engine being disassembled, and suggested the tow truck had damaged the vehicle. I also asked Matt if it was common practice for Three County VW to tell customers to do work on their vehicle similar to how he instructed me to connect the cable to my battery. Matt replied, "Yes." I asked him if it had been my wife who called him with the same issue about the power not working, would he have instructed her to connect the cable to the battery as he had instructed me. He said, "Yes, or I would have told her to ask someone who could do it." I then asked to speak with Matt's manager. Matt told me he wasn't available but could forward me to his voicemail, which I agreed to and he did. I left a voicemail with General Manager, Scott Senior and am awaiting his reply. I was unhappy with how this situation was handled by Three County, and even more upset at the fact that I had to take time out of my work day on Thursday to handle a problem that should have been taken care of before they released my car to me. ----Response from Three County VW on 6/08/2020---- “Thank you for taking our review. I apologize to your visit did not go well. As we spoke about, disconnecting the battery is normal procedure for removing a starter. If starter is to be left out, battery is left disconnected as a precaution so the loose wiring does not cause a problem. As far as the oil leak you are seeing, the technician did not note anything. Not sure what may be leaking. As we had discussed, may be a Possibility that the tow truck potentially damaged something when car was towed? If you have any further questions, please feel free to reach out to me, Thank you and be well.” More

Toni and Mike were fantastic. Excellent customer service, best I've ever dealt with. Both Toni and Mike always followed up and kept me in the loop, they even offered to pick me up Excellent customer service, best I've ever dealt with. Both Toni and Mike always followed up and kept me in the loop, they even offered to pick me up and drop me off. My car went in for some break issue and oil change and came out great, they even washed the vehicle for me. This is definitely the go-to VW dealership if you're looking for great service and a new vehicle. More

Great service! Greg is great! He was very custom focused. Provided step by step information on progress of car. Also picked me up from my house. Provided step by step information on progress of car. Also picked me up from my house. More

This dealership goes above and beyond in service excellence. We purchased a car and have it serviced here. The owner & employees are personable, knowledgable, & informative. We drive well out of our excellence. We purchased a car and have it serviced here. The owner & employees are personable, knowledgable, & informative. We drive well out of our way because of this excellent service. . More

Do not trust this company - cheaters, liars manipulaters Recently I visited this company and I clearly told them I want to change the Rear bumper spoiler and I asked them to come outside and take a look at t Recently I visited this company and I clearly told them I want to change the Rear bumper spoiler and I asked them to come outside and take a look at the car what I want to get changed. They refused to see the car and just made an assumption. After couple of hours they called me and told me my car is ready and I need to pay them $ 125.00 for diagnosed fees. They called me told me that my car is ready and I visited them to pick up my car. They did nothing and wanted to charge me $ 125.00. I told them I gave you clear instructions to change the Rear bumper spoiler completely and you have not changed anything and they were charging me the money for nothing. First, they told me the car will be ready the same day. When I went to pick the car then the bumper was not replaced then they kept my car overnight and they gave me the car the next day. I had waited patiently and wanted the whole part to be replaced. I had clearly mentioned to them from the beginning that I wanted the part replaced in its entirety. I even told them to come out and have a look and they did not come. The representative was very lazy and busy so he did not care to come and see the car. I never told them to repair the spoiler bumper but I told them to replace it. From the very beginning I had told them clearly; I wanted a brand-new one. Because of their own lack of understanding and it is a fact that they are not willing to accept their mistake/error. I am being overcharged by US$ 125.00. They should compensate at least this amount as they have cheated me and it is their mistake. They are lying and they are guilty. They have cheated me and they mislead all the clients and that’s how they make more money when we bring our car for servicing. They are very un-professional and this is day light robbing from clients. The labor charged is very high and this is not acceptable. I was very decent and did not said anything in front of other clients and respected them. I am very upset with this kind of robbing. The manager refused to listen or acknowledge what I said and forced me to pay the diagnostic fee when clearly, I did not have my car for the day as it was kept overnight and I paid in full. If I buy this part anywhere else and get it fixed it will not cost me more than $150.00 and they have charged me $380.00. I am being overcharged by US$ 125.00. They should compensate at least this amount. This is a case of VW dealers cheating, fraud, abusing the power of dealership and over charging. VW is already involved in emissions scandal/fraud/cheating/lying and its reputation is already at stake. I thoroughly feel misled and cheated, I would appreciate that such kind of company and its activities should be exposed. This is just to aware you about this VW Dealerships acts so you can make the public aware through the media. More

Very clear communication/Great service I greatly appreciated the service offered by Three County in the midst of the pandemic. The car pickup/drop-off service was seamless, communication fr I greatly appreciated the service offered by Three County in the midst of the pandemic. The car pickup/drop-off service was seamless, communication from the technician was top notch, and I always felt like my questions would be answered honestly. Very good experience servicing through this dealer! More

Dismissive The SV advisor doesn't answer the messenger service and doesn't remember to follow-up. the SV manager was indifferent to what was wrong when I first The SV advisor doesn't answer the messenger service and doesn't remember to follow-up. the SV manager was indifferent to what was wrong when I first expressed annoyance. More

VERY HELPFUL THE DEALERSHIPS EMPLOYEES ARE VERY FRIENDLY & HELPFUL, OFFERERED TO DRIVE ME HOME INSTEAD OF WAITING FOR OIL CHANGE & RECALL, APPLIED COUPON TO CHARGE THE DEALERSHIPS EMPLOYEES ARE VERY FRIENDLY & HELPFUL, OFFERERED TO DRIVE ME HOME INSTEAD OF WAITING FOR OIL CHANGE & RECALL, APPLIED COUPON TO CHARGE. PICKED ME UP FROM MY HOME WHEN CAR WAS FINISHED. More

Three county Volkswagen has always manage to take care of my car problems in a timely fashion manner, always very courteous and professional. The staff is very knowledgeable and understanding on all my need my car problems in a timely fashion manner, always very courteous and professional. The staff is very knowledgeable and understanding on all my needs. More