Dick Hannah Volkswagen

Dick Hannah Volkswagen responded

Wow! This is such a nice review, that I enjoyed reading it twice! Garrett might just be the best customer experience staff member that we have here. I know the end result in regards to customer satisfaction is important to him. I'm pretty excited to send this over to him! Thank you for taking the time and of course for picking us to help with your purchase! You take care, and we'll see you back in 6 months for a complimentary inspection and tire rotation.

Dick Hannah Volkswagen responded

Very nice of you to say! It really is one of our goals to get our folks a great deal on the car, then do so in an efficient manner and get them out there in the wind to enjoy the new ride! We truly appreciate that you took the time to give such great feedback! Take care!

Dick Hannah Volkswagen responded

Zane being wonderful, and doing a wonderful job for you is a real shot in the arm for us! You have made us smile with your great feedback for your recent visit! #BestExperience We'll see you back in 6 months for the complimentary inspection and tire rotation as a fun introduction to our Service Group! See you then!

Dick Hannah Volkswagen responded

Ohhhh! A GTI! The rocket of the VW brand. You are going to love that car, especially in the sunshine. Remember, you don't have to race everyone that challenges you out there, but....you certainly can! We appreciate your business and wish you many happy and fast miles in the GTI. Don't forget that you have a complimentary inspection and tire rotation at 6 months of ownership. See you then!

Craig333 responded

Yes! She’s fast! I’m in love!

Dick Hannah Volkswagen responded

Well, now this is how you leave a flattering review for a company! We are very appreciative that you took the time to let us know how our staff did for you on your visit today! It is our sincerest hope that you enjoy that new ride out there in the nice weather and into the not-so-nice NW weather, too. Take care out there and we'll see you back here in 6 months for your complimentary inspection and tire rotation. Until then...stay safe!

Dick Hannah Volkswagen responded

Now that is a real testament to not just Dick Hannah, but to a couple of our amazing long term employees...Nicholas and Jacob. I know that seeing things like this are very important to all of us here. I don't know if we've said it enough, but thank you for the continued business and allowing us to keep fostering our relationship with you. Enjoy that new ride and from the sounds of it, we'll be seeing you down the road. Have a great summer!

Dick Hannah Volkswagen responded

Fun and comfortable are words we like to hear when our guests are asked about their experience with our staff! Showing people a better way to make their purchase is our goal and it goes a long way to making sure that our valuable customers, remain our valuable customers in the future. We appreciate you very much. Please come back in 6 months for your complimentary inspection and tire rotation. Have a great summer and we'll see you then.

Dick Hannah Volkswagen responded

Hello there. The tool that we provide our guests to use online prior to their visit, is to get an idea of what their trade value might be, is not an actual offer. It's meant to give you a quick view for possible payment options. The vast majority of our customers understand that. In the case of your vehicle, you were demanding $3,000 over the MSRP of the vehicle when it was brand new…over a year ago. Unfortunately, that's really not a realistic expectation for anyone trading in a vehicle. At no point did we ever conceal or keep information from you. The value and offer for your vehicle was presented in writing once you arrived. The time that you spent on our purchase app would have afforded you several opportunities to view a very clear and present communication that numbers provided for trades are subject to inspection and review. "This is not an offer to purchase your vehicle. Inspection of your vehicle is required. Final offer may vary depending on condition and real-time market value." In consideration for your time spent here, we are always committed to make good use of our visitor's time. I can see where not being able to gain the exact deal you were after, would be considered wasting your time, but that was never our intention. More often than not, we are able to accommodate for our guests...but in the case of your expectations, it was just not feasible for both parties. In an attempt to bridge the gap, we did reach out and try to lean the deal more in your favor, but were met with resistance on your part. In any event, we appreciate the opportunity and hope that you were able to capture the deal you were after out there. Take care.

dsigman responded

Still copying and pasting this response huh? Nice try trying to reframe the story to minimize your exposure. You referencing the retail price of my car is just to try to deflect and hope upon the naivety of the average consumer reading this review. This is 2022 and retail price really means nothing. I guarantee if I scanned your used section there are probably 10-15 cars above their original retail price, if not more. Again though, here you are deflecting instead of trying to actually help a customer. I did not provide the value with my expectations YOU DID on your site and it also coincided with the Kelly Blue Book for my car. Telling me that my expectations were not realistic is just you trying to cover for your ridiculous process that provides the value that you didn't trust or to cover for your GREED. I got close to that value from another dealer which was more than $3K higher than you. Clearly, it wasn't my expectations that were off but, only your threshold for GREED. You copying and pasting the verbiage doesn't fix the broken part of the process, it only serves to cover your xxx and hopefully help you save face. It shows how little you care about making the process better. It is absolutely your intention to try to get someone to come in on a good value for their car and then crush them. That is why you did it this way. There is no other reason. At no point in my communications with you did you apologize for the process that brought us here but, only tried to undermine my expectations. You don't care about the customer only your greed. You say you "attempted to bridge the gap" but, that was only after I posted this review, and still not anywhere near a decent deal for me. It was still a half-assed attempt to just sell me the car. So not nearly as proactive or benevolent as you want people to think. Now you have dropped the price of the car by more than $3,000 and had to sell it to another dealership for I guarantee a lot less than you tried to sell it to me for. Strange how when we met, you had "no room" for negotiation? Odd how that is. It is super easy to buy a car with a trade-in now. Shift, Carvana, and Vroom, all give you exactly what to expect with a value within minutes and it doesn't change unless there is significant damage to the car. Legacy dealers like Dick Hannah aren't necessary, especially when they treat customers like this. I definitely won't be buying cars from them anymore even though I have bought probably 4-5 cars at their different stores in my life.

Dick Hannah Volkswagen responded

When we hear the words...great, fair and knowledgeable, that makes us smile! We are thankful for the supportive review for us of your experience! Please don't forget about your complimentary inspection and tire rotation at 6 months of ownership! Our Service Group will see you then!

Dick Hannah Volkswagen responded

Thank you for the nice words for Colin and your purchase experience! We are very pleased that you found us not pushy. We understand that nobody appreciates that type of treatment when trying to decide what's a good decision for themselves. I'm glad that you found the online process helpful for you, too. If you need anything further, you know where to find us! Don't forget that you have a complimentary inspection and tire rotation at 6 months of ownership as a great introduction to our Service Group! We'll see you then.