Trevor Burke

Lokey Volkswagen responded

Hi Meg, Making your first big purchase/decision involving such a large commitment can be quite scary! We know because we have all been there! In those times, there is nothing more important than feeling comfortable throughout that process. We couldn't be more thankful that you allowed us to help you in securing your very first vehicle lease and that everything resulted in a 5-star experience. We look forward to helping you once again when your lease is up and hopefully being a part of your second vehicle lease! Until then, keep enjoying your newest Tiguan! - Lokey VW Family

Lokey Volkswagen responded

Hi there, We see you had a mixed experience of positivity and a bit of negativity coming from the service department. First and foremost we want to thank you for providing this feedback. We take all feedback seriously and into consideration and try to correct any issues that arise. We would love to hear more details pertaining to your experience and how we could correct the problems you experienced. Feel free to reach out to vw@lokey.com to share more regarding your visit with service so we can do everything we can to repair those problems and ensure they do not continue to occur moving forward. We hope to hear back from you. - Lokey VW

Lokey Volkswagen responded

Hi Mike, Thank you for taking the time to leave us here at Lokey VW a 5-star review. We are so very glad that our team of Product Specialists left such a positive impression on your car buying experience. We can't wait to see you back in for your upcoming new car needs! - Lokey VW

Lokey Volkswagen responded

Hey there, Thanks for sharing your 5-star experience while purchasing your newest truck with Alessio and us here at Lokey Volkswagen! The best thing we can provide to our customers is the feeling you have after driving off with your new ride. We look forward to seeing you back in and giving you another 5-star car buying experience. - The Lokey VW Family

Lokey Volkswagen responded

Hi Carl, Thank you for taking the time to share your feedback, and we’re truly sorry to hear about your dissatisfaction with your recent experience at Lokey Volkswagen. We also want to take the time to express our sincerest regret that you, your family & vehicle were affected by the hurricane. We take every review seriously and have thoroughly reviewed the details of your situation to better understand what occurred. We understand your frustration regarding the test drive. While there is construction in the area directly off US 19, it has not been an obstacle to test driving the vehicle on the open road. However, we are aware that you requested to limit the drive to our parking lot, despite our offer to take the car on the road for a longer test drive. We always encourage our customers to get a full experience with the vehicle before making a purchase, and we respect your decision, but it’s important to note that the limited test drive may not have allowed you to fully assess the vehicle's performance/features. We also regret the delay in obtaining your license plate. However, as you may know, licensing can sometimes take longer than expected due to factors beyond our control, including external agencies and departments involved in the process. We are also sorry to hear about your experience with the air conditioner and service department. At times there can be miscommunications between sales & service, and we uncovered that the service department made a mistake and did not heed Alessio's appointment request for you properly. We pride ourselves on providing quality service, and we will certainly be taking your feedback into consideration & discussion with our team to ensure that future customers receive better. It’s important to note that we cannot always guarantee immediate availability for service, but we did offer to address the issue and scheduled you accordingly. We understand your frustration, and we’ll continue to work on improving the process. As for the missing items & the second key, we want to clarify that for used vehicles, they are sold as-is, and these items were not included with the car at the time of purchase. Before you went to the Finance department, we are aware that Alessio discussed the items with you and that you were aware those items were missing before signing paperwork. We understand that these oversights caused inconvenience, and we do apologize. Our team does everything possible to ensure our customers have a smooth experience. Alessio did make an effort to reach out to the previous owner to inquire if those items were available, but unfortunately, they were not, and the vehicle was originally sold to that previous owner without them. We understand this was disappointing, but we want to emphasize that all used cars are sold based on their current condition and equipment, and any items that may have been included when the vehicle was new are not guaranteed unless explicitly stated. From our understanding, your Product Specialist, Alessio, was in direct communication with you, and we made every effort to assist with the key and other situations, despite the additional delays involved. Additionally, we believe that a more thorough examination of the vehicle and a longer test drive, which we always encourage, would have helped identify any potential missing items or issues, such as the headphones or the air conditioning. By taking more time to inspect the vehicle, many customers find they are able to spot these kinds of details before finalizing their purchase. We always strive for transparency, and we want to make sure every customer has the opportunity to fully assess the car they're buying. We tried to learn more details about what happened when you arrived for your license plate, however, we are unable to identify exactly who you worked with as far as the "girl" goes. We believe that someone who was should not have been responsible for this activity became involved that resulted in a disrupted process. We would like to apologize for that as well. Lastly, regarding the dealer fees, warranties, and the customer service you encountered, we sincerely apologize if there was any confusion or misunderstanding during the paperwork process. Our team works hard to explain all fees upfront, and any discrepancies are always taken seriously. We are committed to making sure every customer has a positive and clear experience. Once again, we appreciate your feedback and will use it to improve our processes moving forward. We are genuinely sorry that your experience was not as expected, and we wish you all the best with your vehicle. Should you have any further concerns, please don’t hesitate to contact us directly so we can address them in a timely manner. Sincerely, The Lokey VW Family