City Volkswagen of Evanston - Service Center

Not the Staff but the Brand VW is not any longer a responsible brand. They do not support their brand and their customers. My vehicle should have been part of the recall 28H1 VW is not any longer a responsible brand. They do not support their brand and their customers. My vehicle should have been part of the recall 28H1 Or at least some kind of notification to talk about some issues with other vehicles. So the service staff is asked to”bill” not to service and support So I cannot blame but the VW dealer network More

Lack of response / updates from the dealership Overall, what I am disappointed is the lack of updates. I completely understand that accidents can happen (the car key was lost in the service shop) a Overall, what I am disappointed is the lack of updates. I completely understand that accidents can happen (the car key was lost in the service shop) and all people make mistakes. I did not blame the service shop at all for losing my key. However, I do not like the follow-up or reaction of the service shop. First, I found the key was lost when I personally went to the shop the next day. I think it would be much more respectful and time-saving to call me and give updates on the lost key. Second, for the past 2 weeks, I politely left a few voicemails on the service manager’s office phone and explained my requests for updates. I never got any responses ...... Below contains more information about my experience during this service: • 5:30 PM, Aug 13, 2019: I dropped my car for recall repair. I was told that the repair will be done by the end of tomorrow (Aug 14th.) • 5:30 PM, Aug 14, 2019: I went to the service shop and was told that the car key was lost (I was not notified beforehand). A man told me that they checked the camera in the service shop but did not found any information; a new key was ordered. I complained to him and requested for feedback and future updates. That man gave me the business card of the service manager (Adam Findley) and said he will also let Adam know to follow up with me. He also asked me for the spare key to open the car otherwise they cannot do the recall repair. So, after this conversation, I went home, found the spare key, and gave the spare key to the people working at the service center. • 2:09 PM, Aug 15: I got the message that the recall repair was done (I shall thank Brandon for sending me this update). I call Brandon as well and he did not have the information about the upcoming new key, so I just thanked him for telling me the finished recall repair. • 5 PM, Aug 15: I called service manager (Adam Findley at office phone – 847-570-3058) and ask for updates on the incoming new key. No one answered. I left a voicemail regarding my situation, requests for updates, and my cell number. No feedback. • 5: 30 PM, Aug 15: I went to the shop and got the car and my original spare key back. I was told that another key was on the way and I may be able to pick up on Saturday (Aug 17) or next Monday (Aug 19), which turns out to be too optimistic (I finally got the key on Aug 27). • 4 PM, Aug 22: for one week, NO UPDATES from the service shop! I called the service center (847-866-7600, 888-377-4922) a few times at different times (ranging from 3 pm to 5pm), no one answered. I called the service manager (Adam Findley at office phone – 847-570-3058) and no one answered. I left a voicemail at 847-570-3058 again and had not heard back from Adam. • 10 am, Aug 23: I called the service center and Adam Findley again and no one answered. Finally, I make through the phone call by calling at the sales department and the lady kindly forwarded my phone to the service center. Finally, I got a chance to talk with a gentleman (I believe it is Brandon) and he gave me updates on the incoming key (coming on that Sat or next Monday, which turns out to be good prediction). I explained my request for updates and he said that he will personally follow up with me (thanks to him on this). • 4 pm, Aug 26: I got a call that the incoming key arrived and made the appointment on Aug 27th. • 5 pm, Aug 27: I went to the shop and got the re-programmed keys. More

customer service needs improvement Car was kept for over 2 weeks with no work done on it. It was supposed to be only a couple of days. I was never updated regarding my vehicle. The repa Car was kept for over 2 weeks with no work done on it. It was supposed to be only a couple of days. I was never updated regarding my vehicle. The repair was finally done after I called several times. I had to go in personally to check the status of the car even though i was told I would get a call back. Loaner car was not even an option because they never have any available. When I went in to my surprise the car had been ready since the day before and no one bothered calling. Adam was helpful but overall not the best customer service. I would definitely go to a different location. More