West Houston Volkswagen

Worst service I've ever received from a dealership. Dropped off my Tiguan in for oil change service and an issue with the rear windshield spray nozzle not working. Got a call a couple hours from Je Dropped off my Tiguan in for oil change service and an issue with the rear windshield spray nozzle not working. Got a call a couple hours from Jesse later saying they found the issue with the sprayer and needed to keep the car overnight to dry out the carpet where the leak was. Said it would be covered by warranty. A couple hours later I get another call from Jesse saying that now the work would not be covered by warranty. He asked me if I had work done and being very vague about what the issue was. He asked if I had installed a tracker in my car in which I replied no. I asked him where is the leak? Is it under the drivers seat? If it is then yes, I zipped tied a blue tooth dongle under the driver's seat to enable wireless CarPlay. In which he replied, yes that must be it. I was confused and asked why the hose for the rear wiper sprayer is under the seat? He kept saying yes yes and that there should be a 'clip' that holds the hose to the connector and that 'clip' is missing. I asked him that's a weird place to have a hose to run to the back windshield in which he tells me that the hose runs through the headliner. I asked him, well maybe its the wire for the trailer hitch but that runs outside under the car. He replied yes that must be it. Jesse tells me that because of the 3rd party modification, that the work would not be covered under warranty and that I had 2 options. Option 1 was for him to patch it and they would dry the carpet over night for $650. Option 2 was double ~$1,000, to replace the entire tubing that meant to drop the headliner. I was still confused so he sent me pictures of what he and the tech was seeing. Turns out it was the hardwire kit I installed for my dashcam that they were looking at. I wrapped the excess wiring around the controller of the hardwire kit that I left by the fuse box. I didn't reply or call him back and went directly to the dealership to see what the problem was. I know he was surprised to see us and he kept saying that they would not cover it under warranty because of I installed a dashcam with a hardwire kit. I asked to see what the issue was so we go to the service bay around the back. When we arrive to the vehicle, asked where the hose and leak was. They pointed it out to me and it was nowhere near the dashcam hardwire kit. The hose and connector was underneath the dead pedal that involved removing the pedal and the lower door plastic trim. The hardwire kit is by the door and fuse box. We asked them to put it back together and we'll take it home. He said that it would be ready by tomorrow instead because they need to put everything back together. The following morning I get a call from Jesse and said that he 'spoke' to his manager and they replaced the white connector for me. Like they were doing me a favor. I researched the hose and connect and could not find a 'clip' that holds those two pieces together. I went to pick up my vehicle after work and I asked him so what is the part number for this 'clip'? He replies, oh yea there's no clip I miss understood that the connector just fits into the hose. We asked him so that should have been covered under warranty then correct? His response was yes it should have been. We asked him is the carpet dry then? He says, they tried it the 'best' they could. Went I got home, I ran a fan overnight to dry out the area on my own because it was still very damp. I reviewed my invoice and it still says that because I installed a '3rd party hitch that any repairs would not be covered under warranty.' Avoid this dealership! More

I have been going to this VW Dealership since 2016. The service has always been excellent, and everyone is kind and helpful. I want to give special credit to Nikki. She goes above and beyond, and I hig The service has always been excellent, and everyone is kind and helpful. I want to give special credit to Nikki. She goes above and beyond, and I highly recommend her services! More

During a routine oil change, the tech stripped my drain plug. After a few days I noticed oil over my driveway, after a scheduled appointment we took it in so they could “fix” the problem. This is my wife’s plug. After a few days I noticed oil over my driveway, after a scheduled appointment we took it in so they could “fix” the problem. This is my wife’s vehicle by the way. I called the service writer to ask how they “fixed” the drain plug. He stated they drill it “by hand” not with power tools and they put a thread insert in to rectify problem. And “I expect to do this on my wives vehicle in a few oil changes as well” stated the service writer. When I asked where all the metal shavings went from drilling the oil pan he stated “they flush the motor with about 5 quarts of oil”! I’ve been an automotive tech for over 20 years and know that this doesn’t flush a motor! If a tech at my dealership over torqued and stripped the drain plug he/she would be reprimanded or replaced and the customer would be receiving a new oil pan, instead we received metal shavings in our oil pan. My 2 young kids ride in this vehicle all the time and now I worry my wives motor is going to go out at any time due to the metal shavings that are now floating around her engine block! Horrible work ethic and horrible repair service department! This “repair” on a new vehicle that has only been serviced at Volkswagen should have never happened. I guess the customer is always wrong in their eyes, and I have no idea what I’m talking about. More

Worst service department I have ever dealt with. Very unprofessional, they tried to rip us off. I have been a VW owner since 2012 and this will be my last because of this establishment. DO NOT BUY O Very unprofessional, they tried to rip us off. I have been a VW owner since 2012 and this will be my last because of this establishment. DO NOT BUY OR SERVICE YOUR VEHICLE HERE. More

My complaint is more to do with their partnership with their body shop Meszaros Motorsports but also with the over all handling of the situation when they had my wife's 2019 Tiguan. After the body shop fi their body shop Meszaros Motorsports but also with the over all handling of the situation when they had my wife's 2019 Tiguan. After the body shop first failed to add oil to her vehicle and returned the car with a windshield crack running across the length of the front window which was not there when we dropped it off and door dings on the passenger side, they claim they did add oil even though my wife driving it and noticed a metal grinding sound and had checked the dip stick for oil and was there only enough to leave a slight stain on the paper towel and added 6 quarts. In addition, when they did check to see if they added oil they did not drop the oil pan or catch the first cup or two of oil to investigate for metal pieces or bits. They just leveled the oil and reviewed the codes which showed three miss fires for the pistons which would be consistent with them locking up due to no oil. They drove it and did not have any other issues and asked if they could take it to the dealer or have their owner diagnose it since it there was no one there with the knowledge or expertise to do the repairs. I was under the impression they would take it that afternoon which was last Thursday and learned Friday it was not there due to the body shop keeping the vehicle not per my wishes. As of last Friday the vehicle was sent to the dealership but I did not find out till yesterday (Monday) when we picked up the vehicle that the body shop only conveyed to check for the misfire codes and nothing to do with any engine issues. After taking receipt of the vehicle from West Houston the vehicle is still having odd sounds from the engine and not performing as it should. In talking to the service advisor we found out they did not not know about any engine issues and that we are needing to take the vehicle back to Meszaros for work and they need to fix the issue. The frustrating part is that the vehicle till last week was at the body shop since May. If you are on hold for West Houston they tout their partnership with the body shop and the work they do. If that is the case, for the sake of customer service, if the body shop does not have the expertise with the mechanical diagnosis why would they be the one to fix the vehicle. Plus, the impression is that they do not want liability but at the sake of resolving the mistake or making sure the customer is satisfied with the over all care of their vehicle. More

Horrible service. Overcharged and added useless services to my bill for the car. Would recommend you use any other service center. Also the people working the front desk were rude and impatient. to my bill for the car. Would recommend you use any other service center. Also the people working the front desk were rude and impatient. 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

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