Castle Volkswagen Downers Grove

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

Customer service Vehicle was serviced by Pugi. Provided a loaner vehicle. When vehicle was dropped off it was clean. Upon picking up the vehicle the following day, it Vehicle was serviced by Pugi. Provided a loaner vehicle. When vehicle was dropped off it was clean. Upon picking up the vehicle the following day, it was dirty (exterior) and floor mats were dirty. It would have been nice that the vehicle was clean at time of picking it up. More

Wife's dream car I would like to thank Pugi Volkswagen, and especially Liz, for going out of their way to find the one car my wife has been wanting for the longest tim I would like to thank Pugi Volkswagen, and especially Liz, for going out of their way to find the one car my wife has been wanting for the longest time, an alpine white Touareg with Tan interior. Not only did they find the perfect vehicle, the only one in the midwest with that combo available, but they went out of their way to get it to their dealership for us. As always it was a pleasure doing business here, it's our fourth Pugi VW, and we look forward to our next purchase or lease with you. More

Tire lug nuts and godzilla Took our 2012 Golf in for brake fluid change and tire rotation. Brake part seems fine however tire lug nuts tightened way over 90 ft/lb specification Took our 2012 Golf in for brake fluid change and tire rotation. Brake part seems fine however tire lug nuts tightened way over 90 ft/lb specification, would be near impossible to remove with tool in trunk if we had a flat in a remote area. I've heard the speech about 'we use calibrated torque stick' before, this is a simple but important job that seldom is done correctly and certainly was not in this case either. More

Shoddy work and thievery! The headlight on my 2009 VW bug was not working. I bought new bulbs and took my car to the Pugi Service department. They put my bulbs in for $120.00 The headlight on my 2009 VW bug was not working. I bought new bulbs and took my car to the Pugi Service department. They put my bulbs in for $120.00 and told me there were 'bent pins; that they fixed for me. I said thank you, and went on my way. The next day, the bulbs were out again. I made a return appointment and took a 1/2 day off work to get it resolved as they told me it would be 'several hours.' When I pick up my car, it is not fixed and they tell me, "whoever worked on it before broke the mounting clips. Take it back to them and tell them to fix it or bring it back a THIRD time along with $595 MORE dollars and Pugi will fix it." I argued that THEY were the ones who worked on it last and was told it would be discussed with management and I would be called back. Never happened. Shoddy workmanship and outright thievery. Do NOT take your vehicle to these charlatans! More