Elgin Volkswagen

First time customer and very dissatisfied with the service department. Dropped my vehicle off for a scheduled service appointment and eventually was told that they would not be able to look at it service department. Dropped my vehicle off for a scheduled service appointment and eventually was told that they would not be able to look at it that day, but they'd get it in the next day to check it out. Okay no big deal. Following day I received a call that they were able to diagnose the issue and that they had one of the parts in stock but would have to order the other and it would be in on Monday. Again, no big deal. Reached out on Monday to get an update and see if my car was still going to be ready, to which I was told the tech took off early but should be back Tuesday... so would that be okay? I agreed that would be fine. Reached out again on Tuesday afternoon to ask for an update and see that it would be ready as I was told it would the 2 days prior. I was told "yes, it's almost done and will be ready to pick up." So, I arranged childcare and a ride to go pick up my vehicle. 45 minutes later, while on my way to the dealership to pick up my car, I received a text. "Spoke with the tech, part is in but needs programming and he leaves in 30 minutes. So, it will be done tomorrow (Wednesday)".... (Wait what? You just told me less than an hour ago that it was ready to go I could come pick it up.) So, at that point.. what was I going to do, say no, I'll pick up my unfinished vehicle? So, again on Wednesday, I had to arrange more childcare and a ride to try and go pick up my car and hope that it was actually done. Mind you there was ZERO communication on Wednesday that it was actually done this time or not. This all makes me believe that there is very little time management and/or organization within this facility. Communication internally and with customers is very poor, so unless you're reaching out, you likely will not hear anything regarding your vehicle unless it has to do with money. The price I ended up paying to get my car back was $79.41 more than the price I was given over the phone when I agreed to have it fixed. There was no notice given to me of any additional charges that would apply. Then when you voice your displeasure upon pickup there will be zero attempts made by them to try and make things right with you (the customer), they'll just stare at you until you stop talking and walk away. Because, ultimately, they have you held hostage until you sign on the dotted line and give them what they really care about... money. So, unless you want to get ran around the block and given every excuse as to why they cannot deliver on the things they say. Please do yourself a favor and take your business elsewhere. You'll save yourself a lot of time and money. Sincerely, A first-time to never again customer. More

This was the worst car buying experience I have ever had. The sales staff I worked with were very nice. I was purchasing a vehicle with 22 miles on it, it was sitting on the showroom floor. Most of the dea The sales staff I worked with were very nice. I was purchasing a vehicle with 22 miles on it, it was sitting on the showroom floor. Most of the deal had been done via phone and I sat, waiting for the paperwork to sign, for approximately 4 hours and they had only one other customer. At various times I would ask if we were close and I was told each time the delay was because they were busy. When I finally was able to sign I pointed out the wrong address was placed on my paperwork and the finance dept did not want to correct it, I assume because it was past 9 pm by then. They said it didn't matter. Once I was able to sign and drive out of the garage, I learned that the steering wheel adjustments would not work. Two different salesmen came out and were yanking and pulling on the steering wheel to the point I told them to leave it alone. I was told there was nothing I could do that night (service was closed, so that made sense) and would need to drive the two and a half hour round trip back there to get it evaluated. I made the service appointment in Naperville which went very well. After two weeks I hadn't received my account or payment information. I called Elgin VW twice over 10 days to speak with finance to get the information. Both times I was told they were busy and that they would call me back. I did not receive a call from them. I contacted customer service who advised me to call the dealership, when I explained what happened they indicated they would have the dealership call me. I ended up going back and forth with customer service via email and X as well as a couple phone calls, Elgin VW never called and customer service advised they could not provide my with my payment information. I purchased the vehicle the last week of October and finally got my account information the first week of December after spending over an hour on the phone that day and an untold number of hours over the five weeks in prior attempts. Once the paperwork was signed and the car was purchased, it seemed no one from Elgin VW lifted a finger to help me. At no point was I ever rude or disrespectful to anyone that I dealt with. The folks on the phone have nothing to do with any of the issues I experienced. Things happen, mistakes happen, that is how life goes. This experience was something completely different. I have never experienced worse service anywhere much less having the experience continue over the course of weeks. I love the vehicle but regret, fully, going to Elgin VW to make my purchase. The entire experience was a complete disappointment. More

Drove almost an hour away here to possibly trade in my lease early and to test drive a used car. There were a lot of issues with my lender that made the sales staff go through more hoops than they had to lease early and to test drive a used car. There were a lot of issues with my lender that made the sales staff go through more hoops than they had to but they were persistent and went out of their way to get me in my car and at the price I was comfortable with. You don’t get this kinda of service anywhere. Tom Ibrahim & Adnan Hebibovic took my experience above and beyond my expectations. The only downside of my experience is that they denied my offer of buying them a drink. It is what it is I guess. Thanks again guys, you guys really were awesome!! More

Tried ripping me off $5000 dollars. They were marking up a car on dealer trade that I requested. Ended up buying at dealer car was coming from at msrp. They were marking up a car on dealer trade that I requested. Ended up buying at dealer car was coming from at msrp. More

I had 9:00am appointment for an oil change, alignment check, and front tire balancing. My service writer reached out before my appointment to ask if I’m able to drop off the car because they were down a check, and front tire balancing. My service writer reached out before my appointment to ask if I’m able to drop off the car because they were down a technician. I did not have the option of dropping it off and had to wait. Upon getting to the dealer I said that I would be waiting unless I can get picked up. However, I did not say I was getting picked up at any point. Fast forward 4 hrs later. As got tired of sitting and waiting, i asked my service writer for an update. It turns out that he put in my appointment as a drop off and my car hasn’t even been done yet. Meanwhile every person that had come in after me eventually got their car done and went on with their day. Not this guy. Not once was a loaner offered, which they’ve done before, so that I did the waste 4 hours there. Granted, maybe they did the have any available. What bothers me is that my service writer had walked by my maybe 5 times in the 4 hours I sat there and not once did it occur to him that “yeah this guy is waiting”. What a waste of my morning. Thanks for nothing. More

ELGIN VW Surprasses My Expectations Elgin VW is a new stand-alone VW dealership which is very conveniently located a quarter mile north of I-90 off Randall Road on Auto Mall Drive. I ha Elgin VW is a new stand-alone VW dealership which is very conveniently located a quarter mile north of I-90 off Randall Road on Auto Mall Drive. I had visited there in early 2017 for an oil and filter change as well as to check out the dealership. During that visit, I first met Steven Eckhardt, who is the Assistant Service Manager. When the servicing was done, Steve reviewed the work he’d done and indicated that the inspection didn’t reveal any problems. While the service work was being done, I walked into the very large showroom to look around at new Volkswagens. It was there that I met Jeff Gossage who is a well informed and no pressure sales professional; no pressure is my favorite kind. By then, I was clearly impressed with Elgin VW. I also knew that a stand-alone dealership would be totally focused on VW with both service and sales. For 16 December 2017, I’d made an appointment with Jeff to talk about a new 2017 VW Golf Alltrack SEL. Prior to that, my situation was one that I perceived to be difficult because I had a lease on one VW that had several months remaining on it and I wanted to lease a new VW. It not only could be done, it was seamlessly done. The best part was that I got the exact 2017 VW Golf Alltrack SEL with the exact options I wanted. December 23 was the closing on my car. The Finance Manager, John Dubois, made the closing process easy and I was out of his office in less than twenty minutes! So, thank you Jeff Gossage. More