Castle Volkswagen Downers Grove

The BEST sales department, EVER!! I was a first time new-car buyer and did some research. When I finally figured out that I wanted a VW Golf SE, it was nearly the end of August. (Luc I was a first time new-car buyer and did some research. When I finally figured out that I wanted a VW Golf SE, it was nearly the end of August. (Lucky me...turns out it's a great time of year to buy!) I gave the dealership near me an offer that they refused. It was their loss. I gave Pugi the same offer and they took it. Not only that, but their vehicle had nearly $2,000.00 bonus factory installed features. Once I arrived, their attention and care was impeccable. I took a test drive and gave them my check. My amazing experience did not end there. Nor has it ended yet. Both John Depierre and Rey Torres have been available 24/7. Literally. Rey even gave me his mobile info in case I had any questions about my car. In fact, I have had MANY questions and he has answered every single one. I cannot say enough good things about this sales department. Especially Rey. Top-notch customer service and AMAZING experience all around. How many people can actually say that about buying a car? I love my new car and I wish I lived closer to Pugi! More

Great service I took my car in for a few repairs and was amazed by the excellent customer service I was given. They were quite booked when I called to make the appo I took my car in for a few repairs and was amazed by the excellent customer service I was given. They were quite booked when I called to make the appointment but they were able to get my car in two days later. Jeremy kept me up to date on the repairs and the service was done in a timely manner. I didn't notice that my sideview mirror casing was missing until I was almost home after picking up my Jetta. I called Jeremy and he asked me to come in to take a look. He saw which part was missing and put the order in, No Questions Asked! That is Great Customer Service! I don't know about other people's experience, but I would definitely recommend Pugi Volkswagen Service. More

This is how to run a dealership I want to start out with I'm used to a battle when buying a car. I did not have to do that here. I dealt with Mike Saraovich as my Sales Consultant an I want to start out with I'm used to a battle when buying a car. I did not have to do that here. I dealt with Mike Saraovich as my Sales Consultant and the Sales Manager was John Depierre. My 81 year old moms car was getting a bit old so it was time to buy a new car. My buddy had a bought a new VW here, loved it and said give Pugi a shot because he a very bad experience and walked out of a VW dealer off of the 294. I went on Pugis website and saw a Jetta SE that would be perfect for my mom. Lots of cool standard options but nothing too confusing for mom. She is 81 so even CDs still amaze her. I showed her the car on the website, we went to Pugi, Mike said test drive it, mom loved it and we bought it. That was hard. I'm prepared for the new car buying battle and was shocked that buying a car was so simple. Mike shot me a price which was good but you always have to counter which I did. Instead of coming back with a story he said "OK, you have a deal." What? Really? Way too easy. I bring up John because I'm pretty sure he had to OK it, they are both nice guys and I was giving him hassles over his hair not realizing he was our Sales Manager. His hair grows out funny just like mine so after a while it looks like a faux-hawk which my nephews think is cool but can be a pain. Since the paperwork took longer then actually haggling over the price I had way too much time to waste so I was just walking around being a complete pain. When all the paperwork was being done we went into F&I and dealt with Raluca Cheregi figuring this is where the battle will be. Nope, the nicest person you want to deal with. The service department was washing the car so I went over there and talked with the service writers and they were completely cool. Jeremy Gascoigne is on his game. I usually don't write reviews but I could not find one person at this dealership that wasn't cool. Even the guys in parts are nice. In all seriousness I could not find one person who wasn't nice, personable and helpful. Even though this review says Sales (Used) my moms Jetta had 3000 miles on it (clean CARFAX) and they told me when I picked up my moms plates that my factory service was due before April 1st so I was there today for that and ran into all of the people that were there when we bought the car. All still cool as ever and they remembered me after almost a year so I got out all my business cards and wrote this review. How many car dealerships are like that? That's the reason I wrote this. When the guy who sells you a car says "If you EVER have a question about ANYTHING just stop by and we will answer it or show you how it works", well that's the kind of people I want to be doing business with. My mom loves her Jetta SE 1.8T. BTW I don't do Yelp, Google+ or Yahoo (are they still in business?) Those are for restaurants. More

New key. Recalls. Battery replacement Jeremy was the first person I delt with in service, he went out of his way to help me with any questions I had, had very nice manners and kind smile Jeremy was the first person I delt with in service, he went out of his way to help me with any questions I had, had very nice manners and kind smile??Car was in and out quickly and sparkly clean when ready to go. I also delt with Barry at service department. He went out of his way to find out what needed to be done to use insurance for key replacement. He made phone calls and got back to me just as he promised within the hour. He also got things set up for new replacement battery, Not very many young men these days have intregrty & manners like him?? Thank you Jeremy & Barry I appreciate all your help. Beth More

The Best dealership experience of my life. Buying a used Toyota Solara convertible from Pugi Volkswagen on January 22nd, 2016, was the best car dealership experience of my entire life. Rey Torr Buying a used Toyota Solara convertible from Pugi Volkswagen on January 22nd, 2016, was the best car dealership experience of my entire life. Rey Torrez should be enshrined on the Mount Rushmore of car salesmen. From my first phone inquiry, to the moment we drove off the lot to start a Route 66 Odyssey, Senor Torrez and everyone else, including Reluca; Rachel; John, and Mr. Dodge, were friendly, helpful; informative, and exhibited not one iota of high pressure salesmanship. My eternal thanks to whoever it was to make the final decision. i drove 200 miles to achieve a dream, and Pugi made the dream come true by accepting the deal i laid out, the only offer i could afford. everyone loves the car. it ran perfectly. more thanks and praise to Rey for returning by mail the CD i had left in the trade-in, a much loved piece of music. After many negative experience with car dealerships, the Pugi experience was so painless and swift that it actually felt unreal. They have my vote - (and my return business) as the best car dealership i have ever done business with. More

Oil Change/Tire Rotation Called this dealer on a Saturday and asked for a service appointment. I was told that they had an opening in 30 minutes and the service would take an Called this dealer on a Saturday and asked for a service appointment. I was told that they had an opening in 30 minutes and the service would take an hour. I arrived on time and was told by the service coordinator that three vehicles were in front of me and that it would be a few hours before they would even get to me, the woman i was directly speaking with even began to tell me they might not be able to service my vehicle that day before they closed. As i was obviously upset by this time another service representative stepped in and assured me they would get to it by the end of the day. I decided to wait and my car was done around 2 hours later, so the wait time wasn't too bad but the miscommunication on their end was unacceptable. Then I get into my car after paying the cashier only to find out they used oil good for only 5,000 miles, what a rip off! I normally go to Jennings VW (MUCH better dealer) Jennings VW 10,000 mile Oil Change/Tire rotation = $113.00 + awesome service Pugi VW 5,000 mile Oil Change/Tire rotation = $123.00 + average service It's not hard to do the math here but clearly Pugi's VW dealership is ranked 10/13 on this website for a reason. Save yourself the frustration and money by going to Jennings (rated number 1/13). More

Excellent Service Over the years I have been to a lot of mechanics and dealerships. Normally I stay far away from Dealerships due to the normally high costs of maintena Over the years I have been to a lot of mechanics and dealerships. Normally I stay far away from Dealerships due to the normally high costs of maintenance. After purchasing my VW Passat TDI from Pugi I received the standard 30,000 miles of free service. I was always treated well and they always took care of all my needs. Now that I am officially a paying customer they are going above and beyond to make sure that I understand the work being performed and exactly what I am paying for. The service manager Brian is great and his entire team is extremely helpful and knowledgeable. I definitely recommend this dealership to anyone looking for good helpful service. More

20,000 mile maintenance I had no problems or unusually long wait for my vehicle to be serviced. My service advisor, Michelle, was very nice and fully explained everything th I had no problems or unusually long wait for my vehicle to be serviced. My service advisor, Michelle, was very nice and fully explained everything that was done, including a software update. My car was returned to me after being washed and vacuumed. More

Excellent Experience, Highly Recommend I can often be very difficult to please: I demand honestly and straight talk and want people to put their best foot (in this case, price) forward. Thi I can often be very difficult to please: I demand honestly and straight talk and want people to put their best foot (in this case, price) forward. This can sometimes be a tall order, particularly in the car sales business. This was definitely not an issue for Ray Torres and the people I worked with at Pugi VW. I walked in several months ago and happened to meet Ray. He was forthright with me, treated me with respect and valued my time. He didn't push, but was always available to answer questions. Though I did not buy a car after my initial visit, he was the first person that came to mind when I needed a new VW for my wife. True to form, Ray did not disappoint; months later, he was still as helpful and forthcoming. He told me what was available and gave me a fantastic price off the bat - enough so that I hardly had to negotiate. For comparison, another dealership offered me a monthly payment that was over 50% higher for the same car on the same terms, and then they negotiated themselves down to where Ray started. My experience was so impressive, that I ended up coming back two days later to trade in my other car as well. I even called the owner to tell him how impressed I was with the team. In fact, to accommodate my delivery needs, both my salesman (Ray) and the finance person (Greg) came in on their day off to take care of me personally and make sure everything went smoothly. I rarely write reviews online, but this is definitely review-worthy in my book. I highly recommend Pugi VW to anyone interested in buying a Volkswagen. More

Poor customer service My experience with the service department at this dealership was a nightmare. I came in to pick up a new key and floor mats. For some reason they took My experience with the service department at this dealership was a nightmare. I came in to pick up a new key and floor mats. For some reason they took the car to the back to do this simple thing, and an hour later I got it back. The very second I opened the driver's door, I looked down and saw a tear in the leather of my front passenger seat. I immediately went back in to tell the girl who was helping me that there was a tear in my seat, where there was no tear before. She said she needed to tell her manager. She came back and said the manager said it didn't happen here and have a nice day. He never even came out to look at it. I was stunned. I drive my car everyday, my daughter was actually with me that day and was a passenger in my car. We would be the first ones to know if there is a tear in the leather front seat. I walked in to talk to the manager, Brian, and was confronted by the most unprofessional, rude service manager you can imagine. He basically called me a liar and said that there was no way I could prove that it happened at VW. To say I was angry is an understatement. He proceeded to come out to my car and look at the seat (after he had already made up his mind that he had no responsibility), and try to claim that the leather was worn out and tore on its own. This was a complete joke since the seat was obviously cut or torn, not worn out as he tried to claim. It was so frustrating to bring a car in for a simple key and floor mats, and end up with my front seat being vandalized and this dealership taking no responsibility. The girl even came back out to say that she talked to someone in service who said they saw the tear but "forgot" to note it. Whatever that means. Again, they are trying to say it was torn when I brought it in and that is an outright lie! They literally couldn't care less about the damage they caused to my leather seat and have no intention of fixing it. My husband and I have tried calling to talk to someone who might be more professional or interested in customer service, but no one from Pugi Volkswagon has bothered to contact us. I am disgusted with the business practices of this dealership. Beware of bringing your care here for service. I wouldn't let it out of your sight or you'll end up with damage that you didn't have before you came in. More