Crain Volkswagen of Fayetteville

Very professional and nice. Clean work area and will keep you posted on what is going on. I definitely recommend them to any and everyone. Clean work area and will keep you posted on what is going on. I definitely recommend them to any and everyone. More

Mack was extremely professional and personable. Also, all the service department staff were smiling and fun to interact with. Also, all the service department staff were smiling and fun to interact with. More

Amazing customer service! Cared about my situation and helped me get approved for a vehicle. Cared about my situation and helped me get approved for a vehicle. More

Did not fix the issue so we had to take it to another Volkswagen dealer and they tested same things and stated what was wrong. Volkswagen dealer and they tested same things and stated what was wrong. More

Quick no hassle service. Blah blah blah blah blah blah blah blah blah blah blah Blah blah blah blah blah blah blah blah blah blah blah More

Great service and customer service. I definitely recommend going to Crain Volkswagen of Fayetteville, AR. I definitely recommend going to Crain Volkswagen of Fayetteville, AR. More

The entire service department as well as the dealer operator, Shane Roberts, are completely inept at doing something as simple as communicating the status of a vehicle throughout the repair process. operator, Shane Roberts, are completely inept at doing something as simple as communicating the status of a vehicle throughout the repair process. My repair was scheduled weeks in advance, and I was told at the time of scheduling as well as at the time of drop-off that it would be completed within the week that it was dropped off. The day it was dropped off was February 7. All told, the dealership had the vehicle in its possession for well over a month. I have absolutely no doubts that, had I not gone to the lengths that I did, including involving Volkswagen Corporate, my vehicle would still be sitting on their lot waiting to be repaired. According to one phone conversation with Shane, he had to push my vehicle in front of at least 50 others that were still waiting to be repaired. To be fair, I’m no dealer operator. However, I have to question the business sense of continuing to book vehicles for repair under the fraudulent pretense that they will be completed within a few days while knowing full well that there are tens of other repairs ahead of them. Presumably those 50-odd other vehicles are also way behind schedule, so it would seem prudent to clearly communicate that fact to anyone scheduling a new service appointment. Every time I communicated with the service advisor, Brandon, I was told the same thing—that my vehicle was “still on the radar” and that they would be getting to it soon. And each one of those communications was by me reaching out to him. He failed to reach out to me at all, even after promising to do so on several occasions. Even Andrew, the service manager, failed to honor his word to continue to proactively reach out to me to update me on the status of the vehicle. Of course, he told me on the phone that he spends more time on the shop floor turning a wrench than he does in his office. Again, I’m no dealer operator, but I question the business sense of having a manager essentially performing the duties of a technician. It would seem that if Andrew were given the opportunity to actually do his job then perhaps the service advisors under his management would be held accountable and be properly trained and supervised to do theirs. Andrew did volunteer to have the vehicle delivered to my home. This was after the process of getting the repair under way had taken so long that I was physically unable to come pick the vehicle up prior to leaving the country. During a phone conversation with Andrew to get an update, I communicated that to him, and he then offered the delivery as a way to help make things right after acknowledging that the whole situation should never have dragged on as long as it had. After all that, Shane attempted to paint me to VW Corporate as a demanding and unreasonable customer in a very condescending and factually inaccurate email response to them. He then withdrew the offer of having the vehicle delivered in retaliation for me filing a formal complaint against the dealership. The only thing I asked for throughout the entire ordeal was to be accurately and proactively communicated with. I was nothing but brushed off, lied to, and ultimately discriminated against simply for asking that Crain Volkswagen honor their word. Shane and his service team are dishonest and inept, and the dealership is poorly run. When I was finally back in the country and able to pick up the vehicle, they weren't even able to find the paperwork or keys. I would highly recommend avoiding ever having service work done here. More

They are very kind answer any questions for me and are very patient clean waiting area also very patient clean waiting area also More

I really appreciate the crew in the Service Department including the mechanics I’ve met. They keep me informed and get me the most for my money. including the mechanics I’ve met. They keep me informed and get me the most for my money. More

Crain VW is the best in NWA! You will not find better professionals in the sales and service department. Rockstar sales and service teams! You will not find better professionals in the sales and service department. Rockstar sales and service teams! More