Colonial Volkswagen of Westborough - Service Center

Very happy customer! My 2012 VW Jetta GLI broke down on I-395. Could not change gears. No transmission action. Dead in the water. Luckily could hobble off the highway to s My 2012 VW Jetta GLI broke down on I-395. Could not change gears. No transmission action. Dead in the water. Luckily could hobble off the highway to safe spot to call for assistance. AAA towed me about 1/2 mile to nearest VW dealership in Auburn, MA. I had tried calling them and the operator was unable to get anyone on the phone to talk to me even though I was in an emergency situation. Upon arrival a service advisor gave me a little time and not much hope. "you need a clutch." The car had only 40K miles and I am not one to ride the clutch so this seemed unusual. I read comments on line about people getting up to 200K miles on a clutch. I called the Colonial VW Dealership in Medford, MA. from whom I had purchased my Certified pre-owned Jetta GLI 2 years ago and my salesman said the situation sounded a bit off to him and advised me not to commit to whatever report I was given upon further inspection until I had spoken to him. I had waiting in the first dealership about two hours to get a ride home, and in that time no one inspected the car. When I called back mid morning the next day no one had looked at it either. But the above advisor said I think you need a clutch and its about $1200. Maybe by the end of the day someone would get to look into it, I felt like I was dangling by a string and completely uninformed about my situation and at their mercy. I called AAA and had them tow the car to the Colonial Dealership in Westborough. John Lacey the service advisor at Colonial who handled my inquiry, returned my first call within minutes of calling them to let them know my car was on its way. From the get I felt that I was in good hands. Jon even offered to pay for the second tow if AAA decided not to pay for the second tow on the same incident if Colonial did the job. The car beat me to Westborough as I live in Pomfret, CT. By the time I was there, the Westborough team had already been diagnosing my car's trouble. The car was still with the 5 year drive train warrantee. Jon's team had tried moving the gears both while the car was running and while the motor was off. His first explanation to me was that, based on their preliminary testing, the cause was 90% likely to be a problem with the pressure plate, which was a part of the drive train. If the ultimate inspection when the car was disassembled confirmed his notion, the entire repair would be covered under warrantee. This whole event occurred on a Friday so the ultimate report would not be forth coming until the next week. In the mean time Jon ordered any parts likely to be required and expedited a qualified repair tech onto the job as quickly as possible. Jon was incredibly attentive, kept in touch with me with the progress with several calls. He was very happy to inform me that the final inspection had confirmed that the problem was a defective pressure plate and fell under warrantee repair. He delivered the car to me with a brand new pressure plate, flywheel, and clutch. NO CHARGE. In the course of this adventure it was never completely certain what the outcome would be, but I felt totally and transparently informed about what may circumstances were. I did not feel like the doctor was hiding behind the curtain and roughing me up for the worse case. Its easy to be happy when you find that the repair is at no cost. But even if that had not been the case, the openness and honesty conveyed by Jon and his team were much appreciated and let me sleep at night. I will always go the extra 20 miles to Colonial VW in Westborough for any required factory authorized service on my Jetta GLI. THANK YOU! More

Excellent service over the years I started off as a service department customer and was so impressed that we chose to buy a 2nd VW here in 2008. We've been happy with the service on b I started off as a service department customer and was so impressed that we chose to buy a 2nd VW here in 2008. We've been happy with the service on both vehicles over the years (over 100,000 miles each), and especially pleased to work with Bill McGrath as our service advisor. More

Land of excellence! If you like to pamper your VW like I do, Bill McGrath should be your "go to guy"! My first VW and I'm convinced there's no other other service depart If you like to pamper your VW like I do, Bill McGrath should be your "go to guy"! My first VW and I'm convinced there's no other other service department for my Greta! More

Great Service from Colonial VW of Westborough I've been a customer of Colonial VW of Westborough for roughly 5 years now and have had nothing but a great experience. I purchased my car there and g I've been a customer of Colonial VW of Westborough for roughly 5 years now and have had nothing but a great experience. I purchased my car there and get all of my factory services done there. Everyone I walk into while there welcomes me and treats me very well. They are all friendly and helpful. Thanks to Billy McGrath, Ashley Shannon, John Lacey, and all of the other service advisors/department and technicians over the years my car has been running great. Currently at 310,000 miles and going strong. They tell it how it is and don't persuade you to get repairs you don't need. If it's worthwhile to hold off and see if an issue persists they'll tell you that rather than make you spend your money unnecessarily. They are very knowledgeable and I recommend everyone I know with a Volkswagen to give Colonial VW of Westborough a shot if they are having car troubles. More

BAD SERVICE AND SALE I have to say my experience with this dealer was the worst ever in my years of shopping for cars!!! I left the dealer today in tears, NEVER did I fee I have to say my experience with this dealer was the worst ever in my years of shopping for cars!!! I left the dealer today in tears, NEVER did I feel so betrayed and ripped off by dealer like today. Bob the service manager had me waiting 3 hours today, to tell me NO, I can't help you. I honestly would tell anyone to please have your car checked by someone other than this service department before purchasing any of their used vehicles. I was sold a new used car with tires that 3 months into my purchase, have to be changed bc they were to cheap and dishonest to replace them before my purchase. The worst part is that Bob the service manager told me today... "We replaced your brakes". Basically, in a nut shell, they sold me a car with tires that were old. I trusted they were in great condition. But they weren't...and know I have to deal with changing them. When I should be enjoying my new car with new tires. Hard lesson learned you can't trust NONE of these PEOPLE at COLONIAL VOLKSWAGEN!!!!! ESPECIALLY BOB who allowed a vehicle to leave the lot with not only an old cabin air filter but 4 old tires. They have NO CONSIDERATION for their customer and their satisfaction. ALL they care about is numbers and MONEY$$$$$$!!!!!!! HORRIBLE DEALERSHIP!!!!!! More

Great Service! I brought my car in for a routine service check and the person who helped me was Nick he was very friendly and helpful. He made the process quick and I brought my car in for a routine service check and the person who helped me was Nick he was very friendly and helpful. He made the process quick and painless; I was in and out and on my way! I will definitely be returning in the future. More

Service that surpasses Lexus. After purchasing a new Golf from Colonial I was very pleasantly surprised by the care and support after the sale. Coming form a Lexus and a Lexus deal After purchasing a new Golf from Colonial I was very pleasantly surprised by the care and support after the sale. Coming form a Lexus and a Lexus dealership it was incredible to find that the attention to customers and service here was FAR better than that at Lexus. JON LACEY from parts and service was outstanding in every way. Coming into an unfamiliar service center is really intimidating. Jon introduced himself as if I were a life time customer and made me feel assured that my car was in excellent hands. There is no question that I will happily be bringing my car here for years to come. (Not to mention when it comes time to purchase another car). More

Jon Lacey Service Advisor Love coming down to these guys for service. I always always work with job and refuse to qork with any other person. Jon is a great advisor very helpfu Love coming down to these guys for service. I always always work with job and refuse to qork with any other person. Jon is a great advisor very helpful he always answered all my questions accurately and made sure I understood everthing. He gets me in and out real quick because he knows my time is valuable to me so he always gets me in and out and doesn't leave me with any questions because he answers all questions before I leave. I live closer to Wellesley volkswagen but I always make my drive down just to work with Jon More

Worst Service Ever!!! Bought a 2014 Jetta from them in 2014. Brought it in for it's 40,000 mile check up. That was great until they gave me a loaner vehicle that got a flat Bought a 2014 Jetta from them in 2014. Brought it in for it's 40,000 mile check up. That was great until they gave me a loaner vehicle that got a flat tire on the mass pike! I got towed because of the laws that cover the pike. Thankfully was brought to work by the tow company. I called Colonial to tell them what happened they said no problem. I then waited 2 days for them to get my car from the tow company! 2 days!!!!! They would not give me another lease because I already had one out in my name. It took the owner of the vehicle to call the tow company to get the LOANER car towed back to Colonial so we could get our car back!!! This is ridiculous customer service. I called multiple times to talk to someone and was even hung up on by John in the service center!! I NEVER thought I would be treated like this after buying a car from them! Then when we go to get the car, they charge us for a tire, the tow anddddd the service totaling $850. It went in to the shop because it wasn't running correctly and they COULDN'T find anything wrong with it. ?? No manager there on a Saturday to talk to, just to top things off. I WILL NEVER GO BACK TO COLONIAL VW, EVER!! More