Volkswagen of South Miami - Service Center

Friendly Service people, very professional and great customer service. I would recommend them to my friends and family. customer service. I would recommend them to my friends and family. More

I had the best experience with Roselio as always. He has great customer service and explains everything in a simple way. Thank you!! He has great customer service and explains everything in a simple way. Thank you!! More

I’ve been a Volkswagen ID. 4 owner for three years now, and while I absolutely love the car, I’ve had a rather mixed experience with the service department. To start, the tea 4 owner for three years now, and while I absolutely love the car, I’ve had a rather mixed experience with the service department. To start, the team at the front office is always extremely polite, welcoming, and professional. Every time I’ve interacted with them, they’ve made me feel heard and valued as a customer — and I truly appreciate that. That said, the actual service experience has room for significant improvement. I recently took my car in to address software issues: the system would randomly shut off, disconnect from my phone, or malfunction when using basic features like reverse view. Scheduling an appointment took about a month and a half to two months, as I needed a loaner car for the time they’d have mine — which they thankfully provided. Unfortunately, the service took over a month, and when I finally got my car back, the same problems persisted. I called again three days ago to reschedule, and while they’re doing their best to accommodate me, I’ll need to wait again until a loaner car is available since they can’t guarantee how long repairs might take this time either. Additionally, on previous visits, I was told my car would be washed before delivery, but it was always returned dusty and dirty, which — while not a huge issue — is part of the attention to detail that defines a good service experience. I want to emphasize that this isn’t a negative review meant to harm anyone; rather, it’s honest feedback I hope the dealership will take seriously. Volkswagen builds great cars, and customers deserve an after-sales service experience to match that quality. There’s so much potential here, and I truly hope to see improvements in the consistency and efficiency of the service process. The people are wonderful — now the results need to align. More

Appreciate the video from the service tech showing explaining findings and recommendations. Service advisor and manager were very helpful and professional. explaining findings and recommendations. Service advisor and manager were very helpful and professional. More

Kenneth was an excellent at describing the services and providing timely feedback. The video was helpful. providing timely feedback. The video was helpful. More

Great experience at this dealership. The service advisor and technician were great. The job was done in a timely manner and great quality. The service advisor and technician were great. The job was done in a timely manner and great quality. More

Unfortunately I did not have a good experience with my last few visits. I brought my vehicle into the dealer in January for an oil change and routine check, mentioned my AC issues (not blowing cold ai last few visits. I brought my vehicle into the dealer in January for an oil change and routine check, mentioned my AC issues (not blowing cold air all the time, etc.). They said they’d need the car longer to do a thorough AC check because it’s a lengthy process. So in March, I brought the car in with the same complaint about the AC and had the time to leave the vehicle there for a few days. They took many days to realize it needed new filters because they were in terrible shape (I was there in January, clearly the filters were not checked back then, despite the “multi point inspection”). They kept the car for another week, and on the last day they said they heard sounds coming from the engine and needed to order a fan part that they do not have in stock. I picked the vehicle up (experienced no sounds btw the entire month that passes by) and received an email the next day that the part had arrived. Expecting the dealer to call me to let me know the part arrived, but they did not (they are clearly not aware that I get emailed updates on the parts that were ordered for my vehicle- and claims they are making on my extended warranty). I called the dealer the following week, Helen, and did not get a returned call. A month passes…I call Helen again and she tells me the part is still on back order (still unaware that I know the part is there). She calls me back an hour later and states she can miraculously have the part here the next day (it’s been there for over a month, but ok). I take the car in to fix the issue that does not exist and get a loaner vehicle. After a couple of days, Helen RETURNS my call to say they also have to fix and replace other parts that they found broken. Um ok, my car is 4 years old, why it is falling apart? I call again to see when I can pick it up…it will be done in one hour. Great, make my way there and return the loaner and pick up my car. I leave and realize the hood is not closed, I close it. I also notice it is misaligned (the hood). I call the dealer that same day to see about them fixing my hood. It is going on 9 days and no one is returning my phone calls. Neither Helen nor Manny. 9 days! During these 9 days I received an invoice stating all the work that was done to my car. It has claims of statements the customer made (noises and sounds the car was making). I never experienced any noises not made any of those statements. It also states the $2700 invoice was paid by a Mastercard. I do not have a Mastercard. Were all these paid for by my extended warranty I purchased, did they use my warranty for someone else’s vehicle? I do not know because no one calls me back. 9 days and counting….fix my hood, it looks like trash. Things I would recommend to this dealer: when someone drops of their car to you to inspect the problems they are having, please call them back on your own that same day to tell them how long it might be. ESPECIALLY if it going to be DAYS! This dealer had NO INTENTION of calling me to tell me it would take several days for them to look at it. I dropped it off on a Saturday and come Monday I had to call and ask when I can get my car back! As if I don’t need my car. ALWAYS call your customer to give them updates, “we just checked your car and saw XYZ”, “we will need your car X days, do you approve?”, “Do you need to bring it in another day when you have more time since it will take X days?” I have NEVER been to a dealership/car shop that did not call me with updates as time went on. They told me I should have known bringing it in on a Saturday (with an appt) would result in several days of review (without fixing the problem, just to review it). Call your customer back when they leave a message for you. It’s been 9 days and I’ve heard back from no one. More

Good welcome, clear assessment, good social area, drinks available, progress reports, job quote previous to action, completed on time. They do what they’re supposed to do; no surprises. available, progress reports, job quote previous to action, completed on time. They do what they’re supposed to do; no surprises. More

Service agent did an excelente service. Parts was replaced in the timeframe informed Thank you. Parts was replaced in the timeframe informed Thank you. More

Roselio Martinez, the service representative, was professional, respectful, and knowledgeable throughout the process. I appreciate his clear communication and attention to detail. The vehicle was rep professional, respectful, and knowledgeable throughout the process. I appreciate his clear communication and attention to detail. The vehicle was repaired properly, to the best of my knowledge. However, my low rating is due entirely to the extremely high cost of service. A problem related to oil—one that the vehicle’s computer failed to detect or report—ended up costing me approximately $5,000, including taxes and fees. While some parts needed to be replaced, the majority of the cost (about 60%, according to the invoice) came from VW labor charges, which are simply excessive. Adding to the frustration, I was charged an additional 3.5% fee just for using a credit card to pay the bill—an unexpected and disappointing policy, especially for a service of this scale. I want to be clear: Roselio handled everything with professionalism, and I have no complaints about his service. But the overall experience was severely undermined by the unreasonable labor rates and fees imposed by VW of South Miami, which left me feeling taken advantage of as a customer. More