Colonial Volkswagen of Westborough - Service Center

I needed my headlight replaced and had already bought the bulb but didn't have the tools to fix it. I called Colonial VW and the woman on the phone was very nice and told me to bring it right in. I went on m bulb but didn't have the tools to fix it. I called Colonial VW and the woman on the phone was very nice and told me to bring it right in. I went on my lunch break, was there under an hour and didn't have to pay for it! I was expecting some type of labor cost even though I already had the bulb. But they didn't charge me and even washed my car for me. It was a great experience and the man, Bill, I worked with was super friendly. I will definitely be going back for service in the future. More

Our 208 VW Jetta was making a noise that we were very concerned about. I called and spoke with Bill Carr and he was fantastic about getting us in on short notice to have the car checked out. Bill could concerned about. I called and spoke with Bill Carr and he was fantastic about getting us in on short notice to have the car checked out. Bill couldn't do enough to help us and get us in and out in a timely manner. My experiences at Colonial have been great. The Service people are always so friendly and welcoming. The mechanic that we met and worked on our car, Keith Dirodi was awsome as well. I would highly recommend Colonial Volkswagon. Their customer service is great. Thank you Bill for all your help. Joelle Shaver More

Bill Mcgrath has been my service avisor for many years (15+) and some 400,000 miles from 3 VWs that I have owned during this time frame. I have seen others come and go at this dealership, all that do t (15+) and some 400,000 miles from 3 VWs that I have owned during this time frame. I have seen others come and go at this dealership, all that do the job well but Bill operates at a higher level, he is a 10 star individuaal, custome-centric. HONEST, TRUSTWORTHY! and goes to extrodinary lengths for your total satisfaction. I bring my VW in for Service and I get my vw back quickly, good as new for a fair price, Bill is on top of everything with zero effort on my part. More

Fantastic service! I had the bad fortune to have my EPC light illuminate along with loss of power and rough running 250 miles from home while attending a softball tournament outside of Boston this past wee light illuminate along with loss of power and rough running 250 miles from home while attending a softball tournament outside of Boston this past weekend. The car couldn't be driven, so I had no choice but to send my daughter home to NJ with another family and have my car towed to this dealership on a Sunday. As with most dealerships, service is not available on Sunday, so I had to stay overnight and wait for the dealership to open the following day. I planned to call the dealership when service opened at 7:30 AM Monday, but Bill Fallon, a Service Advisor, beat me to the punch, calling me at 7 AM. He advised that my car would be first in for diagnosis and that it would be a priority in order to get me on my way as soon as possible. I received a call from Bill at 9 AM, not with a diagnosis, but with the news that my car was repaired (new high pressure fuel pump) and washed. I took a cab and arrived at the dealership. I was loading my bag in the trunk and Bill appeared out of nowhere with my service invoice (under warranty) and key so that I could get on my way as quickly as possible. The overall service as well as attentiveness and professionalism of Bill Fallon FAR exceeded my expectations. While my local dealer (Princeton VW) is okay, I certainly wish Colonial of Westborough was nearby as they would have gained a loyal customer for life! More

Recently my leased 2012 Jetta developed an electrical problem that was neither caused by the manufacturer nor as a result 'wear & tear' but rather by myself. It was an electrical short that was caused b problem that was neither caused by the manufacturer nor as a result 'wear & tear' but rather by myself. It was an electrical short that was caused by a defective phone charger and made worse by my desire to take it upon myself to fix the problem. Though the car was sitting in the driveway, I wasn't home but away at my daughter's soccer tournament and had all but given up even thinking that the car would be looked at by a mechanic over Labor Day weekend. I decided to call VW Roadside Assistance and after explaining my dilemma to a nice woman name Joyce (?), was elated to learn that she would be able to have the car towed directly to 'Colonial Volkswagen', the nearest dealer and the dealership from whom I had leased my car. Within a short time, the tow operator called me to confirm he was at my house and would tow the car to Colonial Volkswagen. Soon thereafter I received a call from Billy at the dealership to tell me precisely what happened, what they did to fix the problem and best of all, to tell me that my car would be ready for pickup the same day. I have had my car in for service on a few other occasions and without exception, Billy and the service folks at Colonial Volkswagen have always been pleasant, courteous, and efficient but with regard to this experience, they had taken a very stressful situation and made it virtually disappear. I have had no hesitation in recommending 'Colonial Volkswagen' to anyone who is interested in either buying or leasing a vehicle and after this experience realize their service department is incomparable as they truly go above and beyond to satisfy the customer!!! More

Avoid this dealership like the plague. I had 2 issues with my new car (10 months old, still under warranty). I did not buy my car at this dealership so maybe they held that against me. After having my with my new car (10 months old, still under warranty). I did not buy my car at this dealership so maybe they held that against me. After having my car in for the same issues on 2 occasions (and 5 days total with them) they just shrugged and said there was nothing they could do because they couldn't get the issues to repeat consistently (yes, they were able to repeat and validate the issues but not consistently enough to fix apparently). It wasn't until one of their senior techs overheard me arguing with the service desk people that anything was done. He heard one of my two problems and knew exactly what the problem was and got right on top of it to fix it (which took a third visit). On the third visit (to correct issue #1 once the part came in) I reiterated my second issue to which they gave me the same response again - they couldn't repeat the issue consistently enough to fix it and told me to bring it back when the issue became more frequent. After attempting to discuss my concerns with the service being received with the service manager (who ignored the fact that I had any concerns) I was told that "not all relationships work between a customer and a dealership" and that I should bring my car elsewhere. Best advice I received from this dealership. I logged my complaint with corporate Volkswagen and took my car to another dealership. Not only were they able to quickly understand and fix the issue I was having, they were able to identify it from THE ERROR CODE IT WAS PRODUCING. Corporate Volkswagen appologized and compensated me for the trouble and inconvenience I incurred from trying to have my car fixed by this dealership. If you have no choice but to bring your car here, make sure you pay attention to what they are doing and if they give you any trouble, call corporate Volkswagen (800.822.8987). More

It is good to finally have a chance to share my impression about the great people who work at Colonial/VW-Westborough. I assume your notice pertains to my recent purchase (5/3/13). But I have to impression about the great people who work at Colonial/VW-Westborough. I assume your notice pertains to my recent purchase (5/3/13). But I have to tell you this is THE FIRST TIME that I have ever received this survey. I have heard about these surveys for years and I have yet to receive any one! There have been many occasions where your Service Dept. has performed extraordinary service on my vehicle and have always provided me options to maximize my convenience when ever possible...more on this later! So, my purchase payments on my 2010 Jetta TDI/SW were just insane. Cash flow has been tight I wanted to see if I could get into a lease and lower my payments. My goal was to get into a program for 385 to 400 a month. I was resigned to accepting it would have to be the 2.5 and manual...but if I could get into a Passat that would be key - need the room. I did try Colonial / Westborough working w/ my friend, Pierre, but he was doubtful that he could get the numbers down to where I would like. Understand not that I thought Pierre did not try...To me Pierre’s word is all I need. I told him I might be back depending on what I find from visiting surrounding dealerships. I went to two dealerships and both were on the same page. I would have to get into a Passat SE Manual - 2.5 to hit my numbers. No possibility of any other style or power plant could be considered! In the back of my mind I was hoping to get into a 3.6, which was my blue chip choice...3.6/SE – EVEN IF it came in a manual that would have been fine too! I would be happy as a clam! I quickly had to resign to the fact that no one could sell me my 1st choice and meet my payment goal! I was an inch away from committing to a deal with Wellesley as I knew the Manager and Sales Agent, Andreas. I met them years ago when they ran a Brookline Audi/VW dealership. During my Wellesley visit they appeared to have a larger inventory, hence my initial thinking in not returning to Colonial. Sorry for the details...but perhaps you may learn from my experience in several key areas to tighten up on how the sales process works within the Colonial Group!? In late April I want back to Colonial/Westborough's Service...getting a part ordered for my Jetta. Middle of a weekday is ALWAYS THE BEST time to talk deals and especially with a Manager! So, just for yuks I thought I would pay a visit to Mark and he happened to be there. We knew each but not real well, as his reign began after I was well into my Jetta. I explained my cash flow dilemma, explained my goals and re-asked (1st time for Mark) if there were promos - 'sign n drive' programs, etc... I read online there were promos that were on, and the other dealerships did acknowledge this, but made it a point that my best shot to hit my monthly payment goal was, again, to go with the 2,5 SE Pkg as that is where the most incentives lied at that time. I shared with Mark all of what was told to me.. As Mark was making a preliminary search of models that existed, we compared notes on our backgrounds and realized that we had similar connections in common, and what makes this unique and nutty is that I am from California. In rock n roll you never know how the guitar pik will lie! I assumed Mark would come up with a few more choices...hell maybe even a 3.6/SE? Long story short....Mark found my 1st Color Choice . . . “Night Dark Blue”, which happened to exist on a 3.6/SEL PREMIUM, at a few bucks over 400/mo! I kept asking him if he included key details, "...are you sure you wrote it up with 15K for miles?”...”Did you include GAP?”, etc... This was THE FIRST TIME in 35 years of owning used, new, borrowed, stolen cars ( - - - just seeing if you were still awake!) where I actually got the MY PREFERRED COLOR CHOICE! Then of course the 'cherry on top' was the total Package! Holy cow no Advil was needed and did not even think about taking a Zantac! (he-he) The process was uncanny in the degree of enjoyment I experienced. It truly felt like my first Christmas opening presents - well in the spirit of full disclosure, I am Jewish! ;-D When the car came Pierre would not let me drive off the lot until I was totally clear with all of the new technology and other different ways this Passat performs over the Jetta. Pierre is a warm and an easygoing man. BUT my favorite quality about Pierre is that he shoots straight all of the time! He is on my short list of exceptional business friends. So it goes without saying I feel Colonial/West happens to have the distinction of employing THE most knowledgeable and honest Sales Agent - Truly! ARE YOU ASLEEP YET? - C'MON ... DRINK A RED BULL IF YOU MUST! I must cite a person who probably goes unnoticed purely because of his position...The Controller, Phil! He was not instrumental on this recent transaction, but there have been instances when he not only helped me concerning old refunds and other fiduciary mattes, but he has followed through quicker than his estimated time...ALWAYS. Super nice gentleman too! Remember I have unfinished business with regards to singing the praises of your Service Department, headed-up by Steve Tucker. Also…..Before I continue I want you to be aware that my trust has been earned by all the staff in PARTS, CAR CARE and TECHNICIANS! (the ones I have had direct contact with). I can recall stories that reflect favorably on each of these departments! In all of my encounters with the Service Department is has mostly been par excellence, also pleasant, AND in each case I learned something new about my car or new car technology in general! My nickname for Service is B-Squared, as in Billy MCGRATH and of course Bill(y) FALLON. So, instead of continuing my bore fest in a story format I will just list highlights in no particular order of importance. As we know when it comes to Customer Service ... 'it is ALL important'! 1, 90% of the time their answer to "Can I..." "Will you...?" "Is this possible...?" is a RESOUNDING "Y E S !" These guys will figure 'it out' with creative measures, when the routine solutions will not do! 2, In the four years I have known these gents their collective (and individual) moods have always been steady, pleasant with 'CAN-DO!' on top. 3, If an idea or suggestion does not come from them they will get on it on who can speak to the problem or question. 4, They usually beat or meet their estimated time of completion! 5, I never I get a sense of the old ‘eye roll’ from asking a dumb question or insist that a problem be revisited even after it had not been recreated! 6, They are one of the best marketing/branding devices Colonial has. I highly suggest that they consider a large campaign that focuses on the Service Department. For that warm/fun texture ‘in telling the story’ feature the BILLY’S! 7, I think one the “Bill’s” did lie once...yeah, it was Billy McGrath. During a pick-up as we were talking the subject of body image came up. Billy actually thinks he is good looking! He just went on and on…to be fair this is about the only time he has been unprofessional, but it was so weird. He is nice most of the time…kind-of, but he actually thinks he likes look the actor, Hugh Jackman (“X” MEN!) – YIKES! So the next day I brought him a gift – a mirror! I nicely and gently suggested that he reconsider his claim about his appearance….Geesh! Regarding this recent answer (#7) I am making it all up! But you should bust his chops for fun!!! The boys in Service always appreciate a good laugh! I am satisfied and proud to tell people about Colonial VW…nothing like a word-of-mouth referral for where to go to buy a car! More

My vehicle needed some service and the customer service offered by the service department was fantastic. The communication was top notch and the approach was extremely friendly. This dealership has my co offered by the service department was fantastic. The communication was top notch and the approach was extremely friendly. This dealership has my confidence in the sales and service department. I give them two thumbs up and rate them as a HIGH recommendation. More

We recently had ourNew Beetle serviced for a synthetic oil change and new Monster Mats. We have been customers at Colonial VW Westborough for over 12 years and have been extremely happy. Bill Mac and th oil change and new Monster Mats. We have been customers at Colonial VW Westborough for over 12 years and have been extremely happy. Bill Mac and the folks at service and also sales are extremely helpful and honest. It is hard to find those virtues at some dealerships. We plan to be customers for many years to come! More

I went to Colonial Volkswagen for my 10,000 maintenance check. Billy Mack treated me with exceptional customer service from the time I walked in to the time I left. He gave me updates on the service prog check. Billy Mack treated me with exceptional customer service from the time I walked in to the time I left. He gave me updates on the service progress which I found to be very helpful. I stopped by to see Tony Strozina and was treated with the same exceptional customer service. I will definitely be back to this dealership for my next car. I have already referred friends to the dealership. Wonderful experience. Thank you. More