Premier Volkswagen of Harvey

It's rare to find a business that is inept in all phases of operations. I had my daughter's Jetta towed to Ray Brandt VW as her transmission was slipping. My first sense that something was amuck was the of operations. I had my daughter's Jetta towed to Ray Brandt VW as her transmission was slipping. My first sense that something was amuck was they did not have a process for having a vehicle towed in. No intake process, no setting customer expectations, etc. I had to call multiple times to get information about expectations. I was able to learn that they were backed up and it would the next week before they could look at it. Service: Fail Big red flag #1, the service manager's handwritten estimate that included a charge of $484.24 to replace a front wheel sensor. Understandably dealer work vs. an independent shop is going to be a premium. But this line item, beyond prime dealer part cost, included 2 hours for what is a 20-minute job at most. I have since picked the part up for $30.00 and completed the work, including picking up the part, in under an hour. Take the tire off, unscrew one bolt, unplug the sensor, plug the new sensor in, tighten one bolt, replace the tire. Nonetheless, the charge for this from a dealer should be well below $300.00. Rip off is the only correct description that comes to mind. Big red flag #2. The main issue, the transmission, was incompletely estimated. There was a line for a new transmission pan, gasket, and fluid, but a comment that said "possible transmission or valve body at least" If you are saying something is needed "at least" shouldn't you "at least" include the price on the estimate? An estimate from a dealer should have part numbers, labor hours, and clear information. This had none. They had the gall to charge me $165 dollars for this estimate. When pointing all this out to the service department, the response was combative. The service represented offered to add them to the estimate when I complained. That ship had sailed. It was useless information from me at the point. Sales: Fail Feeling that buying might be a better path, I tried that. I wanted to negotiate over email. You would think I was trying to get them to communicate over teletype based on their inability to do so. I filled out the inquiry form for the vehicle I was interested in, was assigned a salesperson, and got their system bot reply. I responded: - I’d like to negotiate this over email. I’m looking for: 1) Confirmation that you will take my Jetta on trade 2) How much you will give me for the vehicle. 3) The purchase amount. No games. No adding on delivery fees, window etching, extended warranties, after you give me a price. Happy to answer any questions you have necessary to facilitate the above. - Crickets.. had to twice request an update and finally, a day later filled out the inquiry form again and requested a new salesperson. Again crickets.. wth? How hard would it be to send a 'we're working on it email'? Management: Fail Finally, a day later I get a quote from the general manager. It a seller's market with tight inventory right now. The new car quote was above msrp. I get it. However, the trade-in amount was way below the market. Their justification: 1. Repairs: They were trying to xxxx me on the repairs.. their costs were nowhere near what they were discounting the trade. 2. A few blemishes: Yes, 6-year-old cars have a few minor blemishes. 3. Needs to be detailed: No kidding numbnuts, every trade-in gets detailed. I thanked him for their consideration and said I would pick the car up the next day. No response. Frankly, that is unheard of from any professional sales organization. No attempt to salvage the deal, but worse, no, we're sorry we could not meet your needs, please consider us in the future, etc. How does someone this inept become a general manager? The thing is, I had our Jetta towed there because as a dealership I expected professionalism. I'm still in disbelief what an inept, arrogant, shady, and incompetent organization Ray Brandt VW is. Buyer beware. More

Devin does his best, though I could have used a little communication on the issues they were and were not going to handle. Amanda is fairly surly. (I guess I'm used to someone looking me in the eye and at communication on the issues they were and were not going to handle. Amanda is fairly surly. (I guess I'm used to someone looking me in the eye and attempting to be kind even behind a mask --- in this case she seemed put-upon that she had to bother to deal with me.) Maybe she was just having a bad day. So was I . I wasted a lot of time on this repair. Bottom line: the lack of communication between the corporation and the office trickles down to the customer. More