Tom Wood Volkswagen - Service Center

My 1-year old VW was recalled for an emissions programming problem. Waited outside the service door 15 minutes before I was greeted. Greeter said this repair should take 5 minutes. 90 minutes late programming problem. Waited outside the service door 15 minutes before I was greeted. Greeter said this repair should take 5 minutes. 90 minutes later, I was on my way. If it will take 90 minutes, please tell me when I arrive. They do use a convenient app for updates while waiting. Thank you also for the time-delay apologies and having your waiting room open during COVID. I’ll return. More

Tom Wood has the infrastructure to create a great experience. They seem to be improving over visits in last 2 years. Good job. Keep the momentum going experience. They seem to be improving over visits in last 2 years. Good job. Keep the momentum going More

Among the Tom Wood dealerships, the 96th Street VW shop is THE best! Top notch service from friendly professional people who make you glad to be there. is THE best! Top notch service from friendly professional people who make you glad to be there. More

I brought my Jetta in to get the windshield washer sprayer fixed. The pump was working. But on the driver's side, the spray was not coming out. And on the passenger side, there was not have enough sprayer fixed. The pump was working. But on the driver's side, the spray was not coming out. And on the passenger side, there was not have enough pressure. They charged me $142 to evaluate this. This was pricey, but expected. It went downhill from there They quoted me $500 to fix the 2 sprayer nozzles. This was insane. I called the other dealership in town. They quoted me $60 for labor and $36 each for VW OWM nozzle parts. At Tom Wood these parts were $110 each for the exact same parts. They said both needed replacing. Well actually this was false. As drove away, I tested the washer and the driver's side had full pressure and the passenger side had fair pressure. So only one needed replacing at best. This was really shady. I complained about the massively higher repair cost and the massively higher parts markup but got nowhere. Essentially, they tried to rip me off. They also attempted to charge me a repair supplies surcharge on the bill, but they removed that when I complained. They actually did not use any real supplies, so this was also shady. I will never bring any of my three VW's to this dealership again. You should not charge a much higher repair charge and parts charges than another local dealership. Please send you business to the other dealership in the area, Falcone. They are ethical. More

I had my car in for a manufactures recall I dealt with Brian. in the service department and he did a terrific job of communicating and clarifying any questions that I had Brian. in the service department and he did a terrific job of communicating and clarifying any questions that I had More

I have used this service dept for 20 years. This is the first time I’m not happy. They wanted to charge me over $1400 for a n ew alternator. I went elsewhere and got it done for $600. Also told me I neede first time I’m not happy. They wanted to charge me over $1400 for a n ew alternator. I went elsewhere and got it done for $600. Also told me I needed a new battery, I didn’t. And needed new wiper blades. I didn’t. Not happy this time around. Will go go elsewhere from now on. More

I went in for oil change service. The dealership is clean people are very polite and there are amenities and kind of a museum. My only complaint is it took so long. people are very polite and there are amenities and kind of a museum. My only complaint is it took so long. More

Brian from the service Dept, took really good care of my son's R line Jetta. Got him in quick to repair a punctured tire and took care of a maintenance issue that we thought we would have to wait a few days son's R line Jetta. Got him in quick to repair a punctured tire and took care of a maintenance issue that we thought we would have to wait a few days on. We were in and out in 24 hours. Then he had the car washed as well. That was a really welcoming event since Crew Car wash was closed during these "pandemic times." Great service dept! More

Pushed expensive repairs on us with little communication. I brought my 2015 Jetta in for repairs on a Monday. Instead of calling my husband, the service department claimed the phone system was down and commun I brought my 2015 Jetta in for repairs on a Monday. Instead of calling my husband, the service department claimed the phone system was down and communicated via text that close to $4K in repairs and parts were needed. We did not have any opportunity to negotiate for after-market parts or ask which parts were absolutely necessary. We did not really have a chance to even ask questions. My husband was told that either we pay for this sweeping repair or the car will be done. We felt backed into a corner. At the same time, the service department told us the car would be ready on Tuesday. We received no communication either way. By Wednesday, I had contacted the dealership twice. I had a staff member tell me I "wouldn't be able to get through" to our service technician with no explanation. We later learned he was on PTO, which was fine, but the tech made me feel bad for contacting them. When we arrived late Wednesday to pick up my car, my husband again questioned the service department about why all the parts were needed. The service manager told me it was my fault the car's engine nearly failed because I didn't do regular maintenance. Funny, as I had an oil change five weeks ago. He also told us these types of repairs shouldn't happen to a relatively young car (2015/77K miles). But, he still failed to explain what the root causes were, other than me being inept at scheduled maintenance. The repairs were fine. The car no longer hiccups or dies at stop signs and it accelerates just as it did when I bought it. Long story short, this is not the first time I've had trouble with this dealer's service center. I can honestly say I will never buy another Volkswagen because of this experience. More