West Houston Volkswagen

Pleasant experiences We bought a new Volkswagen in October. Lorie helped us thru the whole process. She was very patient and professional. We test drove few different v We bought a new Volkswagen in October. Lorie helped us thru the whole process. She was very patient and professional. We test drove few different vehicles. Lorie rode with us, explained the functions thoroughly and answered all of our questions. We purchased the car the same afternoon. The finance person was very nice also. More

West Houston Car purchase and service experience. I will try to make this as succinct as possible as my unabridged story is a long one. I purchased a second VW Golf at WHVW (11/17/17) the first flood I will try to make this as succinct as possible as my unabridged story is a long one. I purchased a second VW Golf at WHVW (11/17/17) the first flooded in Hurricane Harvey. Eduardo was the salesman for both…Good guy. They took it to the back for washing and presale inspection (shown on invoice). After completing paperwork, I went out to drive off the lot. Prior to driving off I did a walk around and found a fairly savage door ding with associated paint damage (to the metal) that was not there 30 min prior (after a presale inspection, mind you). They supplied me with a loaner and had their body shop do the repairs. I picked up some days later and drove off (11/24/17). Noticed a vibration about the car as though a wheel was out of balance and assumed that it was the textured or uneven concrete of the highway but later recognized it wasn’t the pavement. I brought it back in a few days because of a fuel door that wouldn’t close properly (11/28/17). I explained the vibration to the service guy (Reginald) he drove it and said he could not feel the vibration. I asked if he had checked the wheel balance as requested, he then asked the guys in the back to check the balance. Said one was out “a little” holding his fingers to show a little. I drove off and continued to feel the vibration as before. This went on for my 10k, 20k, and 30k scheduled maintenance, each time bringing up the vibration. The 10K scheduled service invoice does not show that I mentioned the vibration. However, It does mention that the “Next Service recommended 70 k 6 cyl Touareg” (which I do not own). But, I recall bringing it up with (Nicole 6/9/18). All in all, I ended up with two “wheel balancing’s”, one 4 corner “alignment” two rotations and three to four test drives. Each time they denied feeling the vibration, yet all of my friends could feel a vibration. I moved to another city and took it to the Abilene, TX dealership ASAP. The service guy said he could definitely feel the vibration and put the car up on a rack. He found a bent rim and a “very” out of balance wheel (.75 inner/1.50 outer). He balanced the wheel and the vibration was almost removed but I could feel the out of true rim. The Abilene service representative also said that an alignment didn’t appear to be performed on the car as he showed me the factory markings across the nuts demonstrating that they were not turned since initial assembly. In addition, there were no tool markings on the nuts and such. So, these folks at WHVW stated they performed a wheel alignment, by the evidence available to me and a service mechanic (in another city) with 17 years of experience, no alignment was done. It also appears that no balancing was done or they would have noticed and remedied the out of balance and bent wheel. It seems as though the inventory at WHVW is mishandled, as I had a significant door ding and a bent rim at the time of purchase. I identified the door ding but did not identify the wheel problem till I went to another dealership which noticed quickly. BTW, I had the rim fixed at Wheel of America in Houston (Great shop!) and now the ride is as smooth as silk. Also, I have all my service paperwork from WHVW to back up my story. Most of the folks at WHVW seem quite nice but something is amiss in the service department and I really hope it doesn’t run anywhere else. I called Corporate explaining my issue to them. Corporate said that they would forward my issue to WHVW and that since most/all VW dealerships are franchises there was little more that corporate could do. I asked the young woman at Corporate VW (customer care, I think) if this was it?? Is there anything else that was going to be done, like a refund of the services that arguably were not done. She said well, I could call you and let you that WHVW received the forwarded complaint. I said ok and thanks for hearing me out. Have not heard from anyone at VW so I have to decide to write a review outlining my experiences at WHVW. More

Camshaft worn to oil top up in 1 day.. Been going to this place for over 5 years, thought they were ‘a little’ expensive but obviously happy enough with the service. However 2 days ago I wa Been going to this place for over 5 years, thought they were ‘a little’ expensive but obviously happy enough with the service. However 2 days ago I was told my crankshaft was worn and presented with a $2500 invoice. I told them I had a power train warranty on this car. Hi he warranty company obviously doesn’t want to pay up and now I’m being told they just needed to top up the oil and things should be ok!!! Without warranty I would have trusted the technician and paid up $2500 for what’s apparently an oil top up!!!!! Needless to say I don’t trust a word they say anymore and I’m questioning the $9000 (!!!!) worth of invoices I picked up from them over the last 6 years......... When asked what they can do for me the answer from the Service Manager (Chris) was quite simply ‘nothing’, please pick up your car with topped up oil and return the loaner..... This weekend I need to go to Dallas and they obviously want to use me as a guinea pig to see if the car is driving ok now..... I’ll rent a car for the weekend (not taking that gamble with 2 kids in the back) and will never ever return to this dealership (except maybe to talk to the GM and see what he thinks). I’m from Europe and I was always told customer service in the US is great.....well it definitely isn’t at VW West Houston.....going from a $2500 invoice to an oil top up......SHAMBLES! More

Highly recommend I am so happy with my new Atlas, if you looking for a new or use car you need to go with Lori she is not the sale team that is pushing you to buy, whe I am so happy with my new Atlas, if you looking for a new or use car you need to go with Lori she is not the sale team that is pushing you to buy, when i talked to her she explained to me the whole process and let me decided, I am from Dallas and drove 4.5 hours because I couldn’t find a good sell person in my area, Lori know what a word means and I am so happy everything works out. If you looking to buy a car Lori is the way you need to go. More

Worst customer service... after we have been loyal customers Service/parts Manager (I only use manager in the sense it is his official title - not how he handled the situation) CHRIS, is nowhere near having the Service/parts Manager (I only use manager in the sense it is his official title - not how he handled the situation) CHRIS, is nowhere near having the attitude of a manager very rude basically saying Im lying about having bought my Vw car battery there because to begin with it has some letters on it that only They should have possession of. The battery just lasted a little over a year and a half and that is why I am going back to get a replacement. He didn’t even bother checking his system to find a receipt for us since we don’t have it... he kept saying nobody of his employees could have sold it to me so again he was insinuating that I stole it from there?! We gave him specific month and year when we bought it so he can check his cameras or his system easily, for proof, but something was keeping him from even wanting to check. He says his cameras can’t go back two years and there was no way he could find a receipt in his system for 2017... with this technology it is impossible to believe. It has been such a bad experience after being a customer year after year to get our oil changes since we bought our VW. Something is very fishy in that location.. his face said it all. Won’t ever go back. More

Service Center Employees I took my car to your dealership and will never go back the staff was very polite but it was heartbreaking to see the employees without AC in this Tex I took my car to your dealership and will never go back the staff was very polite but it was heartbreaking to see the employees without AC in this Texas heat. They were soaked with sweat What kind of owner does not value his employees enough to give them AC at least during the summer!!!!! Not enough profits to share a little! Wow More

My go-to dealership for VW’s This is my 10th VW since 2006 and I purchased 8 of them right here at West Houston Volkswagen!! Lorie Haines was my salesperson for the last 2 bou This is my 10th VW since 2006 and I purchased 8 of them right here at West Houston Volkswagen!! Lorie Haines was my salesperson for the last 2 bought in January & May of 2019!! Great deal in January so I came back for another car in June!! I'll definitely be back when I'm ready for a new car in a few months!! More

Great Experience We had such a great experience at West Houston Volkswagen! Ms. Lorie came out to greet us right away and was SO helpful and knowledgeable about the ca We had such a great experience at West Houston Volkswagen! Ms. Lorie came out to greet us right away and was SO helpful and knowledgeable about the cars. She was extra sweet and patient with me and my Mom. I ended up going home with a super cute Tiguan SE and I could not be more happy with it. We got a smokin' deal and Lorie made the process so smooth and enjoyable. She even put a big bow on it and let me pose for a picture. Overall definitely recommend! More

dishonest sales Because my current lease with VW is expiring in September 2018 I started looking to enter a new lease in July. I have a 2015 Passat Limited Edition l Because my current lease with VW is expiring in September 2018 I started looking to enter a new lease in July. I have a 2015 Passat Limited Edition leased from VW Clear Lake, where I live by, and have been very happy with it. I test drove a 2018 Passat SE and liked it a lot, but the price presented was a lot higher than I wanted. So I searched internet hoping to get a better price. West Houston VW’s sales rep Saad Rahmani contacted me by email and text. After I explained to him what I was looking for and my budget, he said he could get close to my current lease price, which is $300 per month for 36 months lease with $0 down, on a Passat S, a Jetta or Tiguan Limited. He invited me to see him. I drove one hour from Clear Lake to West Houston VW in Katy to meet him on 7/31. After going through the same old sales negotiation acts a few rounds for 2 hours, I signed the lease for a Tiguan Limited S for $305 per month for 48 months because I trusted his words that this was the best price I could ever get that they were losing money on this deal. I had to drive away the new Tiguan Limited and left my Passat in their parking lot because I could not drive two cars at the same time. I could not wait to tell my colleague about the exciting new car but was only shocked to learn that her family leased a 2018 Tiguan SE from the same dealership in February for $258 per month for 36 months with $1650 down only. I expressed my shock and disappointment to Saad three days later when I went back to the dealership to pick up my Passat. He said because each month the incentives given are different also interest rates have been going up I should not compare these two prices this way and I really got the best deal. I told myself to trust his words again. However, the real shock came a few weeks later when I visited VW Clear Lake on 9/6 to discuss options for my expiring lease on the Passat - I learned that day that Tiguan Limited requires “Premium Gas Only”! Nobody at West Houston VW ever told me that Tiguan Limited is a “Premium Gas Only” car and I have been filling with regular gas into it! Most important, I would definitely not have leased it if I had been told it requires “Premium Gas Only”. On 9/7 the next day, I called West Houston VW and asked to speak with the GM and left him a voicemail. I also drove there on the same day to make a complaint and request to terminate the lease. Shane Hubbard, the Sales Manager, accepted me. His defense was that sales reps are not required to disclose this information because not every customer cares about if a car requires regular or premium gas. I could not agree at all. I asked him if so why all the stickers list fuel economy information in bold letters? It’s because it is one of the most important information and material enough to affect consumer’s purchasing decision. Plus, Tiguan Limited is not a luxury car which consumers would naturally assume and use premium gas. Moreover, Tiguan requires regular gas, not premium gas, so Tiguan Limited’s “Premium Gas Only” requirement is an exception, not a norm or common sense, so should be disclosed to buyer during the sales process. Shane then said even though it says “Premium Gas Only” it does not mean you cannot drive the car with regular gas – I could not believe what I heard and asked him if he suggest I keep using regular gas? What if there is a problem later? Who will take the responsibility? Will the warranty be honored? He said he just does not think putting in regular gas will cause problems. He said the dealership can do nothing about the lease because I signed the contract and it is now between me and the VW credit. I can make a complaint to VW manufacture if I like. I reported this issue to VW Credit on 9/10 and they referred me to VW Customer Care. The complaint was filed. VW Customer Care called me back the next day on 9/11 saying that they had forwarded my complaint to West Houston VW and the GM said the sales rep said he did go through with me all the details about the car. Of course, this was a lie, in regard to the “Premium Gas Only” information. I was told that they will ask the GM to call me to discuss more if I would like. I said yes please ask him to call me. But up to now, no one called me from West Houston VW. More

Excellent Service from Reggie ! Even though I was just redeeming a mail coupon for a 1cent synthetic oil change, Reggie accepted the coupon and treated me like a valued customer fro Even though I was just redeeming a mail coupon for a 1cent synthetic oil change, Reggie accepted the coupon and treated me like a valued customer from beginning to end of visit. The service was prompt, took less than an hour, and cost me a penny ! No pressure or hidden charges. And...a car wash to boot. I’ll definitely be back. More