Germain Volkswagen of Ann Arbor

The whole purchase experience was enjoyable. I want to thank Kashaka, Eric, and Romeo for being friendly, helpful, and knowledgeable. I am looking forward to long-lasting relationship with this team. thank Kashaka, Eric, and Romeo for being friendly, helpful, and knowledgeable. I am looking forward to long-lasting relationship with this team. More

I wish I had found this dealer rating site earlier because my comments are now some months old. I was a longtime customer of the service department at what was then called Howard Cooper VW in Ann Arbo because my comments are now some months old. I was a longtime customer of the service department at what was then called Howard Cooper VW in Ann Arbor. I never had an issue over many years. I had them do all sorts of work on my Jetta over time, really everything but tires. In total I had spent thousands of dollars at their shop to keep my car going. I had also sent others there always telling them “they are kind of expensive but they typically fix it right the first time”. Well, my last visit to this service department tells me something has changed with the new ownership. I had my car in right when the new owners were taking over to do several small repairs (a bulb burned out type of thing). I waited while they completed the repairs. I paid my bill, left and headed for work in Downtown Detroit. When I got to my job I parked and tried to use my parking brake (important in a stick shift car) and the handle came all the way up without any resistance. I concluded that their tech or porter must have cranked on the handle when parking the car and stretched the cable. I immediately called the shop to tell them what had happened. I spoke with Derrick Federer who had done my write up and explained the situation. I asked him to make a note in my records that they had broken the brake since I would not be able to bring it back right away (I have to travel quite a distance to get to this dealership so it isn’t really convenient to run right back there). Long story short, I called a couple of months later (when I could get time off work) to set up an appointment and asked to speak with Derrick. I was told he no longer worked there. I explained about the issue with the brake and they checked my record. They acknowledged that Derrick had noted the parking brake issue in my record. I took the car in and they looked it over. Their conclusion was it now needs a new parking brake cable. They offered to pay for the labor but wanted nearly $400 for the part and expected me to pay for it. I explained that their employee had broken the brake and it was their responsibility to fix it. I was told that since my car was “old” they wouldn’t do any more than what they offered. Later that week I called to speak with Paul Stec, the service manager who I had dealt with on several occasions. He was supposedly in “training” that day but they said they would leave a message to have him call me. After a couple of weeks with no call back I left another message and then a third for him. I received no call back from Paul Stec. Later I was contacted by the VW Corporate Customer Care group like they always do to survey if your service visit to a dealership was satisfactory. I explained what had happened. I dealt with “Tonya” and “Libby”. They told me they would get in touch with the Service Manager, Paul Stec and try to get resolution. Over several weeks they kept updating me that they were also waiting for a response and leaving more messages for Paul Stec. When that response never came they told me they were going to escalate the claim and left a message for the General Manager of the dealership (they did not give me his name). Again several weeks passed and with no response they left more messages for him (the General Manager) where he refused to respond. My last interaction with the folks at VW Corporate Customer Care in September of last year was that they told me I would have to pursue this on my own because there was nothing they could do since nobody at the dealer ship (Paul Stec or the General Manager) would return their calls. I took their advice and had the brake fixed elsewhere since I refused to pay this dealership to fix something they had broken. I also have vowed to never return because of their unacceptable response. Since both the Service Manager and the General Manager of this dealership refuse to respond to repeated calls from a customer and from the VW Corporate Customer Care group, this is a business I will not deal with in the future. Update: Since the dealership found out that this negative review was about to post, they have tried to get in touch with me in the past week. Interesting that for months of my leaving messages and VW Customer Care leaving messages for both Paul Stec and for the General Manager they made no attempt to call back. It was evidently my problem and they could not care less. Now this negative review was about to become their problem and they are calling me. I think that says all you need to know about the “management team” at this dealership. I have no intention on wasting any more time on these guys. There is nothing they can do for me and I am not ever going back. The point of this review was to post my experiences for others to see. The time for us to talk was months ago when I was trying to get them to fix what they had broken, and before I had the repair done elsewhere. I miss the award winning dealership that used to be Howard Cooper. While I will never return, I know they have many positive reviews on this site. As you are deciding whether you want to trust this service department with your vehicle, at least know there is a chance that you could be treated as I have been. I would also advise you to get any promises in writing (and signed by them) for something they plan to do, and fully check your car before you drive away. If worse comes to worse and you do have an issue, at least know while they may not respond to your problem, they do respond to negative reviews on this site. More

Very friendly, willing to listen to details of issues with car, did only what was asked for, provided documentation on service letter from Volkswagen, reasonable price. Thank you. with car, did only what was asked for, provided documentation on service letter from Volkswagen, reasonable price. Thank you. More

I found that, despite being peppered with questions from a guy unfamiliar with Diesel cars, Phil was patient and diligent in ensuring that I had all of the answers to those questions. He has been quick to a guy unfamiliar with Diesel cars, Phil was patient and diligent in ensuring that I had all of the answers to those questions. He has been quick to respond by phone and e-mail and he seems vested in assuring my complete satisfaction. Eric (sales) has also gone out of his way to help me get the best value from my purchase. I'm already looking forward to my next VW! Now if VW will put a diesel in the small SUV, we'll be ready. More

I limped into the Germain VW dealership after closing time with a non-functioning power steering system on my VW CC . It was one of Michigan's 12 degrees below 0 nights. Ryan Conlin and Paul Stec very time with a non-functioning power steering system on my VW CC . It was one of Michigan's 12 degrees below 0 nights. Ryan Conlin and Paul Stec very kindly and efficiently attended to me after hours and made sure I was taken care of until my wife picked me up. Ryan made all the arrangements for the car to be attended to the next day and did so with care and efficiency. Both servicemen went out of their way to deal with this unfortunate situation even delaying their own return home until I was safely on my way home. They did it because they genuinely wanted to be of help even at their own inconvenience. This personal concern and attention is very rare and was greatly appreciated. More

I had an outstanding service experience. I needed an oxygen sensor replaced on my VW and after researching options, decided to use this service center. They were extremely friendly, made sure I got the oxygen sensor replaced on my VW and after researching options, decided to use this service center. They were extremely friendly, made sure I got the best price possible, and scheduled me to bring the car in promptly. I really appreciated that they took the time to explain the problem with my car and the associated service required. When I brought it in, they were extremely professional and friendly and demonstrated amazing customer service. I chose to wait at the dealership while they fixed my car, but they offered to drive me anywhere I wanted to go in Ann Arbor to pass the time. While waiting at the dealership, the waiting area was comfortable, clean, and provided coffee, snacks, and WiFi. The service was very prompt and repairs were well done. I will be returning to the dealership for any future maintenance needed and would recommend this dealership and Ryan to anyone in need of these services. More

Allen west was as helpful as he could be... I had work done the day before and thought that my day lights needed repair as well..So called Allen and he told me he would have a scan done on the car to se done the day before and thought that my day lights needed repair as well..So called Allen and he told me he would have a scan done on the car to see where the problem was at no charge if I would bring it back in.. I did this and the scan did not pick up any problems plus the day lights were working again. He told me if the lights went out again to call him and he would take another look. I discovered when I got home that the reason the day lights were not working was when I put on the emergency break that they shut off ,so every time I went to check them they were off because I had applied the er brake!!!!! I calledAllen , apologized and told him what I discovered and he replied that it was okay and he was glad there was no problem with the lights. I will definitly have all my service done at Germain VW in the futture and will tell others about the excellent service at the dealership More

These are great guys. Good discovery conversation on finding the right vehicle, not just one that looks good or is otherwise appealing, but the one that will make the best sense for driving conditions, finding the right vehicle, not just one that looks good or is otherwise appealing, but the one that will make the best sense for driving conditions, reliability, durability, and economy. They are worthy of careful consideration. More

Every dealership has a personality. Some obnoxiously aggressive. Some indifferent or inattentive. And some exhibit genuine care and concern for the buyer's needs, as well as providing enough "space" for aggressive. Some indifferent or inattentive. And some exhibit genuine care and concern for the buyer's needs, as well as providing enough "space" for one to make a wise decision. Evan knows how to strike the balance. He was attentive, responsive, knowledgable, patient, and provided my wife and me all the information we needed (on a wide assortment of vehicles) to make a great purchasing decision. Evan, along with his colleagues, provided us with an EXCELLENT buying experience. They well earned our trust and confidence - and of course that means everything when one is making such a sizable purchase. More

Service Department was efficient and on time with my appointment. Wish there was a more local VW dealership/service department that was as efficient. Any and all problems were dealt with and or prevent appointment. Wish there was a more local VW dealership/service department that was as efficient. Any and all problems were dealt with and or prevented with my visit. Thank you! More