Kelly Volkswagen - Service Center

I am baffled by the lack of customer service I received. I brought my car in on a Sunday night for a Monday morning service (my car was reading that my door was open when in fact it was not and therefore wa I brought my car in on a Sunday night for a Monday morning service (my car was reading that my door was open when in fact it was not and therefore was throwing the ebrake on while I was driving). Monday morning I was told that the part I needed wouldn’t be in until Friday. VW was nice enough to give me a loaner car in the meantime and we all agreed I would bring the vehicle back Saturday morning and pick up my personal car. I got a call Thursday mid morning that my car was ready already. Normally i’d be thrilled that it was ready early (my cars nicer than the loaner), but I was scheduled to work from 8am-midnight on Thursday and Friday. I do not have a job that I can simply just leave and therefore did not have the ability to drive 25 minutes there and back to switch cars without notice. Lana, the service rep who I was in contact with, explained that they needed the car sooner and couldn’t wait till Saturday and she offered to send someone to me to switch out the cars. I thought they were being nice and portraying above and beyond customer service.. until 2 weeks later when my left speaker started blaring a machine gun sound without warning and with the car shut off (thankfully without my babies in the car bc their eardrums would be gone).. I called to inquire about bringing it in and asked what if I needed a loaner car again.. I was told at this time that the manager, Nick Irving, whom I never once spoke to before, put a note in my file that “this customer is no longer allowed loaners.” I called to speak with him today thinking there must be a misunderstanding and am taken back by how rude he was. Lana had apparently told Nick that i was refusing to bring my car in for four days, when I simply said that I could not make it in until Saturday morning (as we initially agreed on), which would have been 2 days… Nick never once spoke to me himself and as we just finished our conversation, he informed me that they have a 24 hour return policy, which was never explained to me, nor did i sign anything stating that I understood that policy when i got the car . Rather than listening to me and treating me like a valued customer and understanding that maybe there was a misunderstanding amongst all this, he told me that his employee would not lie to him (bc that never happens). Not once did he Show any empathy or compassion or try to remotely understand where I was coming from.. He very unpolitely informed me that as a manager, he does not need to contact me himself bc he pays people to do that. he spoke to me in a completely degrading tone and made it painfully obvious that he did not care about me as a customer. I have owned my Volkswagen for four years now and have had an ample amount of problems.. this was the first time in those four years that I had asked for a loaner car (out of safety for my children) and my experience was less than pleasant… I’m extremely disappointed in the customer service at Volkswagen Danvers from both Lana and Nick. More

Came in for 10k service. Service advisor explained what was included in the 10k service and Approximately How long it would take for the service to be completed And also aske Service advisor explained what was included in the 10k service and Approximately How long it would take for the service to be completed And also asked if I had any concerns or questions. While I was there, I also added an additional service To keep my vehicle in tiptop shape. My service advisor was professional, courteous, and even set up a shuttle service so I can get some breakfast. The whole service experience was Exceptional. The service website to make, and modify appointments was very convenient and straightforward. I was able to add the services that I like for my appointment. Overall 11/10. I trust there expertise. What made it even more special, Brendon came and said hello. Thank you! More

The Kelly Volkswagen service department is both dishonest and lacks any sense of customer service. It starts with their service web site, which doesn’t provide important information that you need at the tim and lacks any sense of customer service. It starts with their service web site, which doesn’t provide important information that you need at the time of service, and goes straight through the service department personnel who are rude, and dishonest, about what they never told us about our service appointment. Their attempts to justify their behavior boxed themselves in between blaming Volkswagen and not knowing the process to set up an appointment on their own web site. After having purchased two cars at Kelly, we certainly won’t be buying a third From them. We’ll find a dealership with much better customer service. More

And here is why you should never go to Kelly Volkswagen: I got a call from the service manager. He said who he was and asked angrily if I was the one who left a negative review for Kelly. I asked him if t I got a call from the service manager. He said who he was and asked angrily if I was the one who left a negative review for Kelly. I asked him if the first question he should actually be asking me was how my experience was with his service department. He then said he listened in on my call but them proved he could not have because he did not acknowledge what I had been asking about and the issues I was raising. He also said the web site was incapable of handling requests for recalls, but the web site does not let the customer know what. He also lied about what the form letter from Volkswagen said. After explaining why all of this matters to the customer, he angrily told me that I was never welcome to take my car to Kelly ever again—because I pointed out why things matter to the customer and because of my negative review. So, instead of trying to help sort this out, and appreciating the feedback about how to help other customers, he told me to never visit a Kelly dealership again. Great customer service! More

My Jetta was just shy of 50,000 miles so I thought it was best to spend the money to fix it than to buy a new one. I bought my car at Kelly and have had it seviced there several times (including two trips to best to spend the money to fix it than to buy a new one. I bought my car at Kelly and have had it seviced there several times (including two trips to the collision center within a year, but that's another story). Ryle Pells remembered me from previous service visits and was very thorough and professional. Everything was explained in advance in detail. I'm totally satisfied with the work. I will return. More

After buying four Volkswagens from Kelly and having service performed on all of them I can confirm this dealer has changed my perception of car buying and dealer service. Nothing but a great experienc service performed on all of them I can confirm this dealer has changed my perception of car buying and dealer service. Nothing but a great experience all around. More

Expert service, friendly staff and completed on time. I would recommend Kelly Volkswagen to any VW owner I would recommend Kelly Volkswagen to any VW owner More

Riley got me in and out in the same day. I had splash guards installed and they look and work wonderfully. Highly recommend this dealership I had splash guards installed and they look and work wonderfully. Highly recommend this dealership More

Christian did an outstanding job helping me with my issue. Gave me a loaner and corrected the issue….due to a message from VW, Had to come back for work and Christian even offered to pickup my car! Ver issue. Gave me a loaner and corrected the issue….due to a message from VW, Had to come back for work and Christian even offered to pickup my car! Very happy with Kelly’s service and dealing with Christian was a pleasure! Thanks again More