Tom Wood Volkswagen - Service Center

Great exprience Maintenance worj always done timely and correctly. Service advisor was very courteous, knowledgeable. Very attentive to my concerns, and made suggesti Maintenance worj always done timely and correctly. Service advisor was very courteous, knowledgeable. Very attentive to my concerns, and made suggestion to help me in the future More

Complete 180 in just 2 years June 2018 - I’m not sure what’s happened to this dealers service department over the past 2 years, but it’s unbelievable. In April 2016 when I origina June 2018 - I’m not sure what’s happened to this dealers service department over the past 2 years, but it’s unbelievable. In April 2016 when I originally wrote my review, they went out of their way to make you feel like you were getting the absolute best service. Now I might as well be dealing with Oak Motors or JD Byryder. I’ve had 3 terrible experiences (so far). In January, I slid on some ice and hit a curb. My tires and strut were damaged, along with the tiniest bend to the fender. I called Tom Wood VW to tell them the situation, and they told me to have it towed to them. I did, and the next morning (1/16) I woke up to a voicemail explaining the damage and how much it would cost. His exact words were “it’s really only a one Day deal. If I get the parts ordered today I can get you back on the road tomorrow.” On 1/18 after not hearing anything for a few days I called back to see when I could pick my car up. I was told “oh, we didn’t call you? You were supposed to give us permission to have the car towed to our collision center.” I was dumbfounded. Not only was my car not ready, but they hadn’t even started working on it! After expressing my frustrations, I had them move it to collision. I left work early on 1/19 to get to the collision center before they closed to pick up my car. Since it was originally set to be finished on 1/18, I assumed it would be ready. You guessed it! They hadn’t even looked at my car! Again I got the “oh, nobody called you” spiel. They said they couldn’t start working on the car until I first did a walk through and sign off on any damages. I asked them if we were still on track for a quick repair, and was told as long as they have the parts, it shouldn’t take long. So, in an effort to make sure they had the parts, tried to get in touch with the original guy I was working with at Tom Wood VW (Jack Harrell). So I got a hold him. I asked him when he ordered the parts if he also ordered the fender. He said “I really don’t think so.” He told me I might try calling their parts department, then had the nerve to say “Good luck and see you on your next oil change.” I received a call from my insurance company on 1/20. They told me they had just finished talking to Tom Wood Collision and the car would be ready by 1/23. Given the track record, I was skeptical. So I called and left a VM on 1/22 asking if I would really be getting my car back by 1/23. I got this text back on 1/22: “Hello, I received your voicemail. The vehicle is still in the disassembly phase. We will submit any additional repairs to Progressive. I have heard from our blueprinters if there is any additional damags as of yet, but I will let you know as soon as I do.” Then the next day, when I was supposed to get the car back: “Update: Hi Daniel. We have updated your estimated completion date from (Pending) to 02/02/2018 04:00 PM. Tom Wood Collision.” Somehow my “one Day deal” of a repair had turned into a 2.5 week nightmare. Well, not somehow. It’s because of the lack of communication from Tom Wood Volkswagen, and the entire Tom Wood organization as a whole. I finally gave up on trying to communicate with Tom Wood. I finally received a text message on 2/2 telling me my car was ready for pickup, and they actually had the nerve to say “we got it done right on schedule”. Fast forward to today, my 30th birthday. My AC stoped working a couple of days ago. I talked to Vu (who is awesome, they need more people like him) yesterday when I planned to drop off my car. He told me they were out of loaner cars but if I check back today, they might have some. So that’s what I did. I called this morning and spoke with someone else and service. Explain the situation, and they told me “we don’t do loaners“. I said “yes you do“. “No sir, we do rentals”. I was very confused. Not only had Vu told me the day before that they were out of loaners,but I may be able to get one the next day... they actually gave me a loaner about two weeks ago when I had to have some work done on one of my wheels. After work, I drove to the dealership. I asked them if they had any loaners, and they said “yes”. For once, I was excited! But that was followed by “but we don’t have any appointments until next Thursday.” I told them that’s not going to work. It’s 97° outside and (according to my IR thermometer) 124° in my car. I can’t go without AC. I asked them if they can just run a quick test to tell me what the problem is, but they said “no. It’s a lot more complicated than that. It will take some time.” I told them AutoZone can run a diagnostic on the spot. I was told “maybe you should go to AutoZone, or try another dealership.”I left, went to an auto parts store, they took about 30 seconds to determine that my AC was completely out of refrigerant and they suggested that I refill it. So I paid $40 for a can, had them fill it, and found out there was a leak. All this was discovered in less than 10 minutes. Now I’m out $40 for something I can’t return, when I shouldn’t have had to pay for it in the first place as my car is still under warranty. Happy birthday to me! I’m not one to leave negative reviews. But multiple bad experiences (including one I didn’t mention in this review) over a 6 month period is just inexcusable. There are a few good people at Tom Wood VW, but something definitely needs to change. Because of my experience, I paid my lease off nearly a year early and will be turning in my car, and doubt I’ll be doing any business with Tom Wood in the future. More

Poor customer service Service department had my car from Thursday until Wednesday of the next week to diagnose a brake problem. I had to call every day to check on the sta Service department had my car from Thursday until Wednesday of the next week to diagnose a brake problem. I had to call every day to check on the status of my car as no one called me. They were unable to find a problem even though the brake light had come on several times. They tried to tell me I didn’t know the difference between the foot off the break light and the red light that comes on when there is a brake problem. They kept telling me that they had technicians on vacation and that it was “Crazy” there as excuses for the poor customer service. I understand it can be hard to diagnose certain car issues but that does not excuse the poor customer service and follow up. More

Takin care of my bug Took my VW bug in for its 80 K check up. The dealership got me in and out in short time and their driver took me to my office and pick me up when the Took my VW bug in for its 80 K check up. The dealership got me in and out in short time and their driver took me to my office and pick me up when the car was ready. Very easy to do business with. More

Excellent Express Service. I had excellent service for an express oil change, they provided photos for some cracked boots in my suspension system. The only glitch was that a ser I had excellent service for an express oil change, they provided photos for some cracked boots in my suspension system. The only glitch was that a service technician mistakenly entered another customer’s diagnosis on my ticket, and it was added to my estimate for repairs. A training opportunity for the service technician. :) More

Totally Satisfied I worked with Vu, my service advisor, again and felt very comfortable with his advise and suggestions on service and parts required. I can’t say enou I worked with Vu, my service advisor, again and felt very comfortable with his advise and suggestions on service and parts required. I can’t say enough good things about Vu and the quality customer service I receive at Tom Wood Volkswagen. More

Key replacement Went for an extra key for our Jetta Denver handled the issue well. Key ordered and delivered in less than a week. Previous sales rep was supposed to Went for an extra key for our Jetta Denver handled the issue well. Key ordered and delivered in less than a week. Previous sales rep was supposed to have done this November, but never did. More

Awful customer service Luke said he will not serve me, in getting my car serviced. This is discrimination, I am of an ethnic minority and this is absolutely unacceptable fr Luke said he will not serve me, in getting my car serviced. This is discrimination, I am of an ethnic minority and this is absolutely unacceptable from Volkswagen. More

Tom Wood Volkswagen Services I have been going to your keystone location for all of my Passat needs even though I did not purchase my vehicle through your dealership for quite som I have been going to your keystone location for all of my Passat needs even though I did not purchase my vehicle through your dealership for quite some time. I just recently got my oil changed at your location earlier today. Unfortunately, this will be my last time ever paying for service at your facility. The past times I have brought my vehicle in to get my oil changed, it took at least 2 hours to get it done. This time, I made sure to make an appointment ahead of time to avoid the wait. It seems every time I arrive and walk into the office to speak to someone to check my vehicle in, there is almost no one in the office. The only one to two people in the office are either on the phone for what seems to be a long period of time, or talking to each other and ignoring that I have been standing in front of them for at least 5 minutes. I understand they are busy, but I am also in customer service and don't just ignore a customer that just walked in and leave them standing there for a period of time. It doesn't matter what age the customer is that walks in, it's unacceptable, and I wouldn't be writing a complaint if it hasn't happened every single time I have brought my vehicle in. No one has EVER came to get me in the waiting area to notify me that my vehicle service has been completed, or close to being done. From past experience, I have always known to go check myself at the office after at least and hour and a half of waiting to see if my car is ready or close to being done. I made my appointment today for 1:30pm and had class at IUPUI downtown at 3pm. You would think an oil change wouldn't take more than 30-45 minutes, let alone two hours. Especially if you had previously made an appointment ahead of time to avoid this from happening again. The customer service I have encountered countless of times, and the amount of wait time I have had to endure for AN OIL CHANGE is disappointing and continues to be a let down. I also had to miss my college class because of this. I parked my car in the garage at 1:15pm and did not pull out of the parking lot until around 3:30pm. I will be sure to hinder other Volkswagen owners from ever using your services, even if it's a small service such as a basic oil change (unless they want to wait 2 hours or more). Over priced for the lack of customer service and efficiency. More