Hansel Volkswagen of Santa Rosa

They were friendly and accommodating. State and federal discounts were confusing. Selling if additional warranty was exhausting. State and federal discounts were confusing. Selling if additional warranty was exhausting. More

The only woman who works in the front desk needs to take customer services classes. She was mean and disrespectful. Next time I will ask someone else to help me. customer services classes. She was mean and disrespectful. Next time I will ask someone else to help me. More

Bad customer service. Took my car in for repair. Picked up after control module replaced. Key fobs were both reprogrammed but wouldn't open/lock doors. Contacted them imme Took my car in for repair. Picked up after control module replaced. Key fobs were both reprogrammed but wouldn't open/lock doors. Contacted them immediately. Was told there was nothing they could do. Carpet and passenger seat saturated with water. Took 5 days to dry. They said they didn't wash car because my seat belts showed mold. As I drove out of driveway noticed low tire light was on. Took to two tire shops. Nothing wrong with tires. Hansel wants $210 to diagnose why seat bag lights and low tire light is on. I already paid them $2500.00. I called as soon as I picked up vehicle regarding problems. They couldn't schedule me an appointment to come back for 5days. I paid them, I should have been able to go right back. Service Manager said they had to schedule an appointment. When they told me they were going to charge me more money, I picked car up. They lied about washing car, what else are they lying about. More

Would not recommend this place at all When I first got VW the Sales team was great, they were very eager to help me of course because they wanted to make a sale. Since then (now owning the When I first got VW the Sales team was great, they were very eager to help me of course because they wanted to make a sale. Since then (now owning the car) when I go in for maintenance on my car I am treated like I am inconveniencing them! I have gone in to ask questions about my car and I barley get looked at or my questions answered as if I am inconveniencing their time. I recently we in there because of an error light connected to my air bag is on, I was told that my whole electrical system in my steering wheel is not working, therefore I am not able to use my horn, or anything connected to my steering wheel. When I turn my wheel, it makes a terrible clicking sound that's extremely worrisome. I was told a part would be ordered and they would call me when its in to fix it! Really? your letting me drive away with a air bag light on and no horn? Thats safe? the bigger problem is here we are 8 days latter and I am still with out a working wheel and no part and I have to hunt VW down to see where this part is and when my car will be fixed and yet again when I call I am the annoyance to them. And still no ETA on when my car will be fixed. Thank you VW for allowing me to drive my kids around and feel oh so safe, not offering me a loaner car while my car is fixed for a problem that was not of my doing, and always treating me like xxxx when I call. Your costumer service is terrible and you really could use some training on how to treat people. More

GREAT SALES PERSON Sara made my buying experience a pleasant one. He gave me plenty of time to test drive several vehicles so I could find the perfect car for me. I real Sara made my buying experience a pleasant one. He gave me plenty of time to test drive several vehicles so I could find the perfect car for me. I really appreciated the no pressure, no haggle buying experience as well. Sara even drove my new car home for me so I wouldn’t have to wait until the following day to pick it up! Sara! More

Cheating lair sales man Do not believe a word the salesman tell you they sold us lemon car for new 2018 model. They tricked us into insurance that we do not need and a car no Do not believe a word the salesman tell you they sold us lemon car for new 2018 model. They tricked us into insurance that we do not need and a car not the one we purchased. The salesman even told us he is from our country to make the sale. We asked him for navigation system not iapp. He went and checked with the manager and confirmed that the specific car we want does have it. When we bought the car we took it the next day to manager and asked him about that he told us this is first I heard about navigation the salesman did not tell me anything about that you already bought the car we can do nothing about it. Same with the insurance we cancelled the insurance before we took the car but the salesman still submit our insurance and now we are paying extra $15 a month on our monthly car payment because they cannot cancel it even though we have paper signed that we can cancel anytime. One lie after another. More

Lack of communication I’ve never had to leave multiple messages on the answer machine and send emails to a service department the last 15 years of car ownership- on top of I’ve never had to leave multiple messages on the answer machine and send emails to a service department the last 15 years of car ownership- on top of that, I don’t ever get a reply or call back! We’ve had so many issues with Hansel VW service department that my husband won’t ever bring his GTI back, my Jetta has a service package that we bought and I seriously think I got scammed! More

Oil Shortage on a Service Took by VW Passat in for its pre-paid service just before the 2017 Santa Rosa fire storm. Went to Chico, CA 10/8/17 and the check engine low oil light Took by VW Passat in for its pre-paid service just before the 2017 Santa Rosa fire storm. Went to Chico, CA 10/8/17 and the check engine low oil light went on. Had to place an extra quart of oil in car at my time and expense and have Hansel come to my office for its recalibration and top off of oil. Service manger Mike Logan told me on telephone to send in receipt for oil paid and he would reimburse me. Did so timely and have not been reimbursed nor have any telephone calls been returned. It is now a principle matter and no way to run a business. There has been a lot of attrition as well at the facility. Once pre-paid service is over, I will have maintenance done elsewhere. Not happy. More

Under average communication; lack of knowledge on cars Have always taken my cars to dealership service departments for the past 12 years, however, Hansel Santa Rosa Service Department has me thinking we sh Have always taken my cars to dealership service departments for the past 12 years, however, Hansel Santa Rosa Service Department has me thinking we should probably stay away from them. The service advisors' general knowledge for VW cars seem very limited and ability to complete service as requested is unlikely. There always seem to be an excuse why they can't get the job done or fulfill a customer request. Our previous visits were okay, not outstanding, but at least satisfactory, however, the last 5 visits were disappointing. We had to make multiple trips to have services done and it has taken almost four days for the department to diagnose the problem. What is more concerning is after a couple of days of having the car in the shop, the advisor did not reach out to us to give an update on the car, we had to call! We also have not received a return phone call for messages left... I do have to say that one service advisor went out of his way to take care of us in the past when we arrived to pick up the car- he always knew when his customers are showing up and when the car was not ready, he went and dry the car and prep the car ready for pick up himself! (he just doesn't work there anymore) More