Flow Volkswagen of Winston-Salem

Deeply Frustrated and Left Empty Handed If I were to write this review five months ago, I could have easily given this company over four stars. However, the past four months involving myself If I were to write this review five months ago, I could have easily given this company over four stars. However, the past four months involving myself, this dealership and my 2012 VW Passat have all but ruined any kind of respect or trust I once had for Flow Volkswagen or any Flow branch for that matter. Late July of 2017, my wife and I purchased a 2012 VW Passat 2.5L SEL from the Flow Used Vehicle lot located directly next to the Flow GM in Winston-Salem. In April 2018, the A/C on my Passat started blowing only warm air randomly. I had the vehicle serviced at Flow Volkswagen of Winston-Salem before, so I promptly scheduled the appointment and brought the car in. The diagnosis was that one of the A/C related sensors had shorted and subsequently caused the SC4 Fuse to blow. I paid roughly $400 and received my Passat a couple of hours later. Approximately two weeks from that repair, the A/C started blowing only warm air again. I brought the car right in and had it diagnosed. The same SC4 Fuse had randomly blown again but the immediate cause or source of the overload could not be determined. They replaced the fuse at no charge to me and I received my vehicle shortly after. So, about a month from that incident, sometime in late June, the same issue happened again, and I brought my vehicle right back in. The diagnosis was the same as before, the SC4 had blown but the immediate cause could not be determined. This time, Flow VW kept my vehicle over the weekend and claimed to run extensive diagnostics and testing but they could recreate the failure or fully determine the root cause. I picked my car up the following Monday and had no issues with it for about another month. On August 6th, my wife was on my way to pick me up from work and turned on the A/C. The A/C was blowing warm again!! After she picked me up, we immediately went and dropped off our vehicle. The service department called me the next day and told me the same thing, that the SC4 Fuse had blown again and this time they believed it was the A/C Control Head. They quoted that the repair would be over $800! I spoke with the service advisor and asked to have the new service manager call me. The service manager and I argued back and forth, I expressed extreme displeasure in having this issue having been repeated now for the fourth time. I insisted that I was not going to pay for the repairs and that Flow should take care of the issue and make the situation right. Just as it should have been the first time, just like their very own service guarantee states: “To properly diagnose and repair your vehicle on the first visit to the dealership. If we fail to do so, you will not be charged for any additional repairs relating to the original problem.” The service manager instead offered two minuscule discounts and I declined both offers. I picked my vehicle up the next day after the SC4 Fuse had been again replaced for the fourth time. I got Volkswagen of America Customer Care involved the same night and my case was elevated to urgent status. My case manager from VW USA called me the next day as well as one of the higher-level operations managers at Flow VW. The Operations Manager did not offer to make the situation right and basically tried to give me a bunch of crap about how it was not their responsibility to take care of me and how this was the nature of electronics. I ended that five-minute conversation feeling even more displeased with Flow VW and feeling totally disrespected as a customer. VW USA Customer Care after one week of going back of forth was completely useless and seemed to care little about how I as the consumer was being mistreated by a local VW dealership. A dealership that I may add represents all of VW at the local regional level. But I guess an organization (Volkswagen) that was recently busted for rigging some 11 Million vehicles to by pass emission standards and facing an estimated $15 Billion law suit doesn’t have the time for little old me. Anyways, this whole ordeal with Flow VW has left me empty handed, saddened and utterly frustrated. I read an old article online about Don Flow back from 2004 on Ethix.org, in it he states “It all starts with a value proposition: if we create value for customers, they will reward us financially. That starts with being a place of trust. Every interaction with the customer is based upon that, with this concept of covenant, creating enthusiastic customers for life.” Sadly, I seemed to have missed that exceptional value and all my trust for Flow VW has completely gone out the door. So, based on this personal experience I have described, I will never stop on the property of any Flow dealership ever again nor will I be recommending Flow to anyone I meet. More

always professional and friendly All my experiences at Flow have been very positive--friendly staff, quick service, good communications. They obviously want to earn our business--for All my experiences at Flow have been very positive--friendly staff, quick service, good communications. They obviously want to earn our business--for me it works ! More

Amazing Nothing to say except amazing!! I was blown away by the attention to detail. They are upfront and honest and oil change included a car wash?! A freaki Nothing to say except amazing!! I was blown away by the attention to detail. They are upfront and honest and oil change included a car wash?! A freaking car wash! For the free! Woot woot More

Always great service Becky in service is awesome! I can always trust that my car will be taken care of in a timely, professional manner. I appreciate the Flow Volkswagen t Becky in service is awesome! I can always trust that my car will be taken care of in a timely, professional manner. I appreciate the Flow Volkswagen team for providing great service! More

Professional and Efficient. Was in for initial oil change very easy to schedule. They were very punctual and friendly. Car was was washed and returned within the time the service Was in for initial oil change very easy to schedule. They were very punctual and friendly. Car was was washed and returned within the time the service department stated it would take to complete the service. Very happy with Flow. More

Efficient,cordial and quick ! I was in for a recall on my vehicle on Thursday.7/12/2108,at 9a.m. I was greeted pleasantly by service writer Brian Hawks and the repair process began I was in for a recall on my vehicle on Thursday.7/12/2108,at 9a.m. I was greeted pleasantly by service writer Brian Hawks and the repair process began very quickly. I was driven home by a very nice shuttle driver named Harold , who also picked me up ,promptly when the repair was completed.Excellent experience ! More

Fast, friendly and efficient Before i even arrived at the location, I called and the phone etiquette/service was exceptional. Brian was knowledgeable and helpful. Upon arriving, m Before i even arrived at the location, I called and the phone etiquette/service was exceptional. Brian was knowledgeable and helpful. Upon arriving, my car was immediately serviced and of course the complimentary wash put the icing on the cake. ?? Being a hospitality professional, service is essential for me. Thank you Flow VW! More

Awesome customer service by Becky as always Awesome quick customer service by Becky as always. Free drinks & snacks while you wait in the Customer lounge with big 50" TV and also coffee Awesome quick customer service by Becky as always. Free drinks & snacks while you wait in the Customer lounge with big 50" TV and also coffee More

Service Becky in the service department has been very helpful in coordinating service for our vehicle on multiple occasions. We live an hour and a half away Becky in the service department has been very helpful in coordinating service for our vehicle on multiple occasions. We live an hour and a half away and she has made obtaining service as convenient as possible. I also have not experienced the ridiculous mark-up of service here that I have at other dealerships. Thank you! More

Service Excellent customer service during car service. Was given a loaner car and when I wasn’t able to return by service closing someone waited so I could ge Excellent customer service during car service. Was given a loaner car and when I wasn’t able to return by service closing someone waited so I could get my car. More