Brandon Tomes Volkswagen of McKinney

Extremely disappointed with the customer service and lack of urgency from this dealership. I have a 2023 Volkswagen Tiguan with an extended warranty. I started hearing a noise coming from the rear driver- of urgency from this dealership. I have a 2023 Volkswagen Tiguan with an extended warranty. I started hearing a noise coming from the rear driver-side tire, so I had someone look at it, and I was told that the wheel bearing appears to be the issue. I am off work today and wanted to get this issue taken care off, so I went to the dealership in the morning before 8:00 AM and there was only one car before me and almost is checked in for service, I spoke with the service adviser and explained the issue. The conversation went something like this: Me: “I have a noise coming from the rear driver-side tire. I had someone look at it, and they said it was the bearing.” Service Adviser: “That will take 24 to 48 hours.” Me: “Okay, I will leave the vehicle today if you can give me an answer tomorrow.” Service Adviser: “I’m not sure if it will be completed by tomorrow.” Me: “You just said 24 to 48 hours. I understand that you need to verify the issue and verify whether it is covered under the warranty.” Service Adviser: “No, 24 to 48 business hours.” End of conversation. I was honestly shocked, I was willing to leave my vehicle there and wait a few hours if necessary to give them time to look at it and contact the warranty company, and I was also completely willing to make an appointment and bring the vehicle back another day to have the repair completed once the issue and the warranty coverage are verified and confirmed. I wasn’t demanding that the repair be completed today. I was simply asking for a reasonable effort to verify the problem and determine whether it is covered under my extended warranty. If it genuinely takes 24–48 business hours—approximately 3–6 calendar days—just to diagnose/verify the issue and determine whether it is covered under the warranty, that is, in my opinion, a very poor customer-service policy, especially to diagnose the issue that been already diagnostic, it was only needed to drive the car around the block, lift it, and look at the rear tire, I am not sure why all of that will need the 24 to 48 business hours, I understand there are/were customers before me, but again I was not asking for full repair, I was only asking to verify the issue and then the warranty can be verified and appointment will be made in the future. I think if it was left in the morning, this should be verified by the end of the day. Like most working people, I don’t have a spare vehicle sitting at home. I need my vehicle to commute to work and handle my daily responsibilities. Expecting a customer to potentially be without their vehicle for several days just to get an answer about warranty coverage is extremely inconvenient. The most frustrating part is that I was available today, willing to leave the vehicle, willing to wait, and willing to come back for the actual repair. I was trying to make the process easy for the dealership and for myself. Instead, I was essentially told to wait several business days just to find out whether they will cover the repair. I understand that warranty companies may have procedures and authorization requirements. What I don’t understand is the lack of urgency and willingness to work with the customer. This has been a very disappointing experience. Poor communication, lack of urgency, and a customer-service process that does not seem to consider the customer’s time or transportation needs. I expected much better from a Volkswagen dealership. More

Very fast and friendly service. They did a great job explaining everything and made me feel comfortable They did a great job explaining everything and made me feel comfortable More

Jose was amazing with the maintenance of my car. He explained the service in detail to me He explained the service in detail to me More

They kept me informed all along as they worked on my car. Gavin stayed late to wait for the tow truck to get there with my car and Jonathan was so great and professional. We were from out of state and abou Gavin stayed late to wait for the tow truck to get there with my car and Jonathan was so great and professional. We were from out of state and about three hours away but if I lived closer, I wouldn’t deal with anyone other than them. More

Everyone at the service department was very kind and the service for my car was truly perfect. service for my car was truly perfect. More

I went in Friday with a tire that was almost flat. They got me right in, communicated well and provided excellent customer service! They got me right in, communicated well and provided excellent customer service! More

I scheduled a same-day appointment at the end of the working day after driving over 5 hours without a working A/C. Dacota was very kind and helpful, ensuring me she would communicate every step of the w working day after driving over 5 hours without a working A/C. Dacota was very kind and helpful, ensuring me she would communicate every step of the way. I received communication once they finished their inspection the next day, along with a quote with details about what was wrong and options to fix or not fix any of the problem areas. I requested all items be fixed and they were able to complete all of the work the next day. Dacota reached out when the work waa completed and helped schedule a shuttle to get me back up there first thing in the morning before any of my other scheduled activities. The driver (whose name I didn't quite catch unfortunately) called and was there promptly at the earlier end of the window I was given, allowing me to get there and back home with my fixed vehicle with plenty of time to spare. My Atlas drives like new now, and they were able to complete the work at a significantly lower price than originally quoted. Overall, the best experience I've had at any dealership -a solid 10/10. Thank you!!! More

Always a great experience every time. The staff are always friendly and helpful. Would recommend 10 out of ten times. The staff are always friendly and helpful. Would recommend 10 out of ten times. More

Had my Car for service. They did a good job. Communication was clear. People are nice. They did a good job. Communication was clear. People are nice. More

Great service on a couple of minor recall repairs. Scheduling and follow up communication made the process very easy! Scheduling and follow up communication made the process very easy! More