Volkswagen of Kirkland

My experience with Volkswagen of Kirkland was absolutely horrible in virtually every respect. It confirmed many of the unfortunate stereotypes about car dealerships and their behavior. First, they didn't horrible in virtually every respect. It confirmed many of the unfortunate stereotypes about car dealerships and their behavior. First, they didn't just mark up the car I was buying (a 2021 ID.4), but also added two aftermarket products that I was forced to buy but didn't want: a useless anti-theft insurance policy ($5K payout if the car is stolen, for almost $300), and a PermaPlate paint protection for $800. (This is akin to the "undercoating" add-on that's become a cliche about unethical car salespeople). When I challenged the salesperson that I didn't want these products and didn't want to pay for them, she connected me to the general manager, who aggressively and defensively told me that I didn't have a choice, and "maybe we don't want to sell this car to you at all if you're unhappy." They then lowballed my trade-in, BELOW Kelley Blue Book's range. Then, high-pressure sales: in the financing step, they brought me to the financing office and despite my protestations, forced me to go through an elaborate presentation of over a dozen more aftermarket products (various extended warranty types of things, etc, presented without any documents to examine; none of these products had been mentioned prior to that point), listen to the rapid sales spiel, and then explicitly initial that I didn't want each product in turn. The cost for each product was misleadingly presented (e.g., "only $30!" But that of course was a monthly cost). If I had selected even a few of these products, it would have added thousands of dollars to my overall purchase. I bought none of them, and had made it clear that I would not, but the sales pitch took place anyway. Finally, the finance manager put down the wrong date on the paperwork I signed, then called me the next day, asking ME to come in to re-sign the paperwork because of his mistake. My brand-new car broke down the next day. It was in the shop for the next three weeks, waiting for an inverter part. I had it back for two days, and it failed again: this time they replaced the electric motor, and that took 16 days. Then I had it back for two weeks, and it failed again: another three weeks in the shop getting the coolant pump replaced. In short, three major engine components were replaced, before I had driven the car even 400 miles total. Throughout all of this, there was extremely poor communication from the dealer; I kept having to call to find out what the likely ETA was for the latest repair that was underway, and was often given conflicting information. VW Customer Care (national level) was also unhelpful. Considering the extreme nature of my situation, VW offered me very little as a good-will gesture; the dealer GM actually lied to me (according to VW Customer Care, which directly contradicted what he'd said), claiming that the dealer had no role in customer good will gestures ("we've provided you a loaner, after all"), and that any such gesture would be up to the national organization. In the end, my car was in the shop for 57 of its first 76 days of ownership, while my car payments (of course) continued, insurance, etc. I am not so dismayed by the simple happenstance that a car experiences mechanical problems, even a new car, but I can't imagine a worse way for a business to deal with any of this (sales, finance, service) than what I experienced at Volkswagen of Kirkland. I tried calling the O'Brien Group, the umbrella conglomerate that owns VW of Kirkland, but it turns out (despite their declarations of caring about the customer) that all ways to contact them are geared to generate new sales leads, not to field any feedback about their dealers." More

Management ignorante and only workers out there are so nice. Be aware and make sure to double check if you need any service to be done, that they suggest or NOT suggests!!! nice. Be aware and make sure to double check if you need any service to be done, that they suggest or NOT suggests!!! More

Outstanding Service Initially there was push back matching the deal from other dealerships, but Evan worked hard to find me the best deal out there in the color and conf Initially there was push back matching the deal from other dealerships, but Evan worked hard to find me the best deal out there in the color and configuration I wanted. Evan and Jesse walked me through the paper work quickly and smoothly and also provided and excellent introduction to the vehicle and all the modern features More

Great team James and his manager were incredibly agile and precise on their responses. I felt informed and I got all the support needed to make my decision. At t James and his manager were incredibly agile and precise on their responses. I felt informed and I got all the support needed to make my decision. At the end, I acquired a beautiful Passat 1.8 TS and I couldn't be happier. Thanks! More

Such great service, patience, and kindness! The service agents at this VW are the BEST! They really offer so much help and make sure your time at VW is comfortable. The car was in the best of ha The service agents at this VW are the BEST! They really offer so much help and make sure your time at VW is comfortable. The car was in the best of hands and came back much cleaner than I brought it in too! Thanks! More

Amazing service From the time I entered the really clean service area until the time I left;I was treated with the utmost respect. Good quick service, free coffee ord From the time I entered the really clean service area until the time I left;I was treated with the utmost respect. Good quick service, free coffee ordered, kept abreast of how long I would be at service area, offered a rental if needed and told exactly what was wrong. It was fixed immediately and I was on my way with recommendations. A truly excellent experience. Thank you so much. More

2019 Golf R Buying Experience Sales staff professional/knowledgeable and not pushy. Enjoyed the experience and the staff made it easy. Would highly recommend Sylvia in Sales-very p Sales staff professional/knowledgeable and not pushy. Enjoyed the experience and the staff made it easy. Would highly recommend Sylvia in Sales-very pleasant and knows the product she is selling. More