Prestige Volkswagen of Stamford

Problems With A Service Advisor My 2010 Jetta TDI was transported to Prestige last Wednesday due to no starting. B. in service said appointments took priority and the car could not b My 2010 Jetta TDI was transported to Prestige last Wednesday due to no starting. B. in service said appointments took priority and the car could not be looked at until Friday. I said it only takes a few minutes to diagnosis a starting problem on a diesel. She said, "It could be anything, a fuel pump, ignition . . ." I said, "Diesels don't have ignition." When finally looked at on Friday morning, B. said the starter motor was defective, but the part was not in stock. She said she would see if she could find one locally. Otherwise, it would have to be ordered and shipped from California. When I expressed amazement that they had no starter motor in stock, she - off the wall - said "We don't have the needed parts because you didn't make an appointment." Two hours later, having heard nothing. I called to find out if she had located the part; she was not available. So, I went to AutoZone and got the part. When I called to tell B. I had the part, she said the dealership would not install it. I contacted a repair service near Prestige and arranged for the car to be taken there, and the part installed immediately. On the way to take the part to the repair service, I received a call from B. saying Prestige would install the AutoZone part by the end of the day if I could get it there in an hour, as they would have he two to three hours needed to install the starter. I cancelled with the tow service, and took the starter to B.. I asked her to check the part to make sure it was correct. She took the part and returned shortly saying it was correct. But, though I had gotten the part to her in thirty minutes, she now said she was not sure if the car would be ready by the end of the day. She further claimed she had never told me the car would be fixed by the end of he day. I told her - having considerable experience with cars as a racing mechanic - I knew the starter could be changed in an hour. She told me VW has regulations that require the work to be done a certain way and it takes three hours. After leaving, I called two other VW dealers and was told the charge for replacing a starter on this car was for 1.5 hours of labor. I was also told there were no such VW regulations. I called B. and told her what I had learned; she said she would talk to the service manager "see what she could do." Later, she called saying the part was not correct. Frustrated with B. first due to not knowing diesels don't have ignition, second, verifying the part was correct when it wasn't, and third, her falsehood about VW mandating three hours to replace a stater, I asked to speak to the service manager. His name is Trevor Martin. At last speaking to an expert, we discussed the matter and decided it was wise to get the VW part out of California and install the starter on Tuesday. Today (Tuesday), I called to see if the part came in. B. told me it was in and the car should be ready later today. I reminded her that it takes - not three - but 1.5 hours (at most) to change the starter. She replied that I had agreed to three hours. I told her I had done no such thing. She replied that if I was not willing to authorize three hours the car would not be repaired - AND HUNG UP. I left a message for Trevor, and then contacted VW and filed a complaint. Trevor returned my call after an hour or so. He said he was looking at the paperwork and it showed B. had quoted me a price of $696.00 and that I had agreed to it. I told him that was an outright lie; B. had never quoted me a price and I had never agreed to either a price or to three hours in addition to an hour for diagnostic. He explained that VW has a set amount of time they pay the dealer for doing warranty work. Each dealer, he said, multiplies that number by a factor to arrive at a "retail" amount of time. He said their multiplication factor is 1.7. He added that instead of three hours plus diagnostic, the charge would be three hours total including diagnostic. Though, by talking with Trevor - who appears to me to be a straight shooter - I was able to get the issue resolved (though charged a half hour more than what VW dealers in Stratford and in North Haven charge for the work). Based on our discussion, I believe Trevor can be counted for appropriate corrective with the service advisor, so, hopefully, customers will not run into the problem in the future. More

Knowledgeable, Personable, and Efficient- Great Staff! I happened upon Prestige VW of Stamford in search of a Golf R, which, at the time, was a difficult car to come by (production, shall I say, appearing I happened upon Prestige VW of Stamford in search of a Golf R, which, at the time, was a difficult car to come by (production, shall I say, appearing to be very limited). I had the fortunate opportunity of being introduced to Franklin, the salesperson I dealt with during the entire purchasing process. Together we explored every possible opportunity to get the "R" that I wanted. After I finally made a decision on a vehicle, we were in frequent contact by "text" regarding, production in GER, shipping, arrival at port, arrival at dealer etc. Eric helped in solidifying the $$ details so that I was able to walk out the door with a signed document that I was happy with and with confidence that I was finally going to get the "R" I wanted. At delivery day, I also worked with Carl who managed the mountains of paperwork with ease and spent as much time as I needed to decide on additional services. So that day I happily drove off with my car. All in all, a great buying experience. So far I have recommended two friends to Prestige VW of Stamford. I told them they would not be disappointed. I also told them that as soon as they are greeted at the door, be sure to ask for Franklin (Oh, and btw he's usually off on Tuesdays.) Finally, Thanks to all for making this process such a great experience. More

Excellent and more importantly quick buying experience While many dealerships prolong the buying experience which makes it almost like torture, the people at Prestige made the buying experience pleasant an While many dealerships prolong the buying experience which makes it almost like torture, the people at Prestige made the buying experience pleasant and to the point. Fanklin and Eric are knowledgeable and made the whole event pleasant and painless. More

Thankfully it was an easy process! This was the second car we have bought at Prestige VW. We went in looking for our old friend Franklin and he was there ready and able to help with ou This was the second car we have bought at Prestige VW. We went in looking for our old friend Franklin and he was there ready and able to help with our present needs. He is always receptive to our desires and not the needs of the dealership. Listening is a wonderful skill that seems to be part of the entire staff at Prestige VW. We were able to find what we needed in our price range and able to walk out with the car that very day. Even the dreaded paper work was done in an informative and caring way by Carl. I do recommend Prestige VW to my friends that are searching for new or used cars. More