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Principle Volkswagen of Grapevine
Grapevine, TX
202 Reviews
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Showing 202 reviews
February 11, 2012
This was an email feedback that I gave to VW after my service in October. No response as of today 02/11 Hi, I would like to give an honest and unbiased feedback and that is why I put off sending th service in October. No response as of today 02/11 Hi, I would like to give an honest and unbiased feedback and that is why I put off sending this email for a week. First of all let me start by saying I did not get the service I expected or the one I am used to at you place. I don't know anyway to explain what was wrong without telling you what happened. On Friday (10/7) afternoon I called Metro VW to set up an appointment to replace my taillights. The reason is my old taillights were too dark to pass state inspection. The person who attended promptly set me up with an appointment for next day at 9.30, after getting information of my car model and year. However when I requested her on a quote for how much it will cost me, she was not able to answer it. So she put me on hold and transferred my call to another department. But I didn't get an answer there either, and after 5-6 transfers a gentleman attended the phone and asked for the information about my car and what needs to be replaced. When I mentioned taillights, he asked if it was body or trunk. I was not sure what needs to be changed to pass inspection. But I was sure when I came in the next day they will know as soon as they see my car, so to get an understanding of what it will cost I answered 'body'. A moment later he said its $140 each (left and right). I thanked him and ended the call. So far so good, and next day I brought my car for inspection and I was helped by a gentleman called Gordon. People kept referring to him as Peter so I will go with the same name. I told him my issue and he took a look at my car taillights and agreed it has to be changed. Once back in, he made a call to parts and they gave a $250 quote for each side. This is where I made a mistake, instead of ensuring what $250 was for, I assumed it was for entire taillight (both body & trunk) and agreed to the change. I did however ask if there was any discount and Peter obliged saying he will throw in a 10% on the parts. I thanked him and we also agreed to do an oil change since it was due. Peter said he will do a free tire rotation and I was happy with his customer service. I dropped the car and requested ETA which was estimated at 2 hours. So its 10.20 and I expected to get a call at half past noon and left with my friend. I was at my friends place and till 4 and I haven't received a call. I tried to call Metro and this was when my day started to turn worse. I waited in the call for 20 minutes and 5 people spoke to me without even asking what was I calling for kept putting me on hold. And the call ended automatically after too much delay and I tried again. This time after another 15 minutes wait I got Peter who said the car was ready for pick up. When I came to take my car for pick up I told Peter that the service today was not up to the mark and I am not very happy. He was courteous and offered me a discount for the trouble I went through and promised to work on improving the service. I decided that was good enough and went to pay my bill. I got a check for $673 and change with $100 discount applied. However the 10% discount on taillights was not deducted and when asked they said it can be adjusted next time I bring my car for service. I was not happy but didn't want to delay it any further. After paying my check I noticed my taillights have not been changed for the trunk. Only the body taillight have been changed and I was charged $220 (against the last day's quote of $140) extra for no reason. When I checked with Peter he said he cannot answer it as it was parts who decides the price and put me through parts. The guy who answered the call was very rude and said they never gave me a $140 quote and confronted me asking who answered my call. Granted I cannot prove I am speaking the truth to a third person, but to myself I knew I got a quote and I am not lying. But since I cannot prove I got a quote I hung up my call and decided not to visit metro VW again and completed my worst experience of the day. I don't know what this feedback will help achieve but wanted to mention a few things you might want to do to your future customers 1. When you give a quote stick to it. I don't know how a TV on Amazon will cost different for different customers. We don't mind paying extra if that is offset by good experience. But what we hate is when we know we were exploited 2. When you give a quote for a part (example: taillight) tell exactly what you mean by taillight. When I get a quote for taillight, I will assume it for what it is, a taillight, not body taillight or trunk taillight. If it has some variations it is your responsibility to ensure the customer know that so he can understand what he gets into 3. When attending a call don't forward it to people who cannot answer the issue. Answering to just put on hold makes no difference to being on hold. 4. Don't expect customer to know name of every person he talks to, especially when he is forwarded to 8-10 people every call. It is just a mean tactic and poor customer service in any standard which will score a point in the argument but will definitely lose the customer for you. I hope you appreciate this feedback for what it is and take some corrective measures so no other customer will have to go through the torrid time I went through. Thanks for reading this patiently. More
by GT_Dallas
Employees Worked With
Gordon "Peter"
January 30, 2012
Preston was a very nice gentlemen who took care of me during the process of buying my car. He got me the deal I was looking for and made sure all of our needs were met. He stayed on top of his game the e during the process of buying my car. He got me the deal I was looking for and made sure all of our needs were met. He stayed on top of his game the entire time me and my family were there and is a legit salesman. More
by eromero
Employees Worked With
Preston
November 22, 2011
Excellent experience! Schlevia worked with from the beginning, making us comfortable with the car. She had our trade evaluated immediately, without the normal delays experienced at other dealers. Altho beginning, making us comfortable with the car. She had our trade evaluated immediately, without the normal delays experienced at other dealers. Although we did not reach a deal on the first visit, Schlevia and Sam hung in their with us - no pressure - until we reached a deai. And, we never heard "what will it take for you to buy the car today...!" I hate dealing with those dealers, and did not get that here. We ultimately reached the deal over the phone. They faxed us the buyers order, and there were no hidden surprises in the deal. It was just as they said. Nice to work with folks like that. Highly recommended. More
by DaleD
Employees Worked With
Schlevia, Sam
November 21, 2011
I want to express my appreciation for all of the hard work that the team at Metro Volkswagon provided my husband and myself. Frank Heinz has worked with my sister for over 10 years on all of her vehicle work that the team at Metro Volkswagon provided my husband and myself. Frank Heinz has worked with my sister for over 10 years on all of her vehicles. In the process of helping her with a new car, my husband and I wanted to purchase her old vehicle. We live in Mississippi and my sister lives in Dallas. Through the tremendous efforts of Frank and Sam, a deal was worked out and my sister was able to purchase the vehicle of her dreams and we were able to purchase her car, which is the car of our dreams. The entire process which took several days to complete, was wonderful and far surpassed any of our previous experiences with car dealerships. Hands down, this is a team that truly cars about their customers! Thanks again to Frank and Sam! In addition, Luke handled all the financing paperwork and was truly looking out for our best interest. It was a pleasure doing business with Metro Volkswagon and I wouldn't go anywhere else in the future! Tammy L. Starkey More
by tammy.starkey.01
Employees Worked With
Frank, Sam and Luke
November 21, 2011
I have been buying cars from Metro Volkswagen and Frank Heinz since 1995 and wouldn't go to any other dealership. I'm treated with respect and they care! Heinz since 1995 and wouldn't go to any other dealership. I'm treated with respect and they care! More
by thejet
Employees Worked With
Frank Heinz
October 22, 2011
Looking for a new car for daughter in college. Narrowed choices between Toyato and VW. First visited a Toyota dealer of which wasn't to involved in getting a car on the price range we can afford. Same choices between Toyato and VW. First visited a Toyota dealer of which wasn't to involved in getting a car on the price range we can afford. Same day visited Metro and after 4 hrs... came out with a terric car for our daughter. Drove the same afternnon to San Marcos and delivered her new car. She was in ahwwwwwwwww. Is a terric car and we all are in love with the same Mr. Melendez and Mr.Pirbhai meade it possible. Very courteous and professional. Fabulous experiance. Pablo & Susana Guzman More
by puertorico1
Employees Worked With
Luis Melendez & Salim Pirbhai
October 13, 2011
I choose to work for Metro Volkswagen because of the sevice department, they have always been very honest in working with every need that i've ever needed. When deciding to purchase a vehicle, I decided sevice department, they have always been very honest in working with every need that i've ever needed. When deciding to purchase a vehicle, I decided to go to them... My over all experiece was great, I got great help from Gloria in sales, she was amazing and worked with every question that I had. She made me feel at home, I also got great help from Don the manager of finance, After dealing with Gary the manager of sales I would never recommend Metro Volkswagen to anyone, nor will I ever go back to their service department. Even though the loan process did not go through I cannot get over the way Gary made me feel, and for that they have now lost a customer. More
by gordonnatalie
Employees Worked With
Gloria, Don, and Gary
June 28, 2011
Antonio made this a very pleasant experience for me. It was the first time I purchased a vehicle on my own. He was very patient and helped me find the best car for me. I will purchase another vehicle fro was the first time I purchased a vehicle on my own. He was very patient and helped me find the best car for me. I will purchase another vehicle from this dealership. More
by arcole1
Employees Worked With
Antonio Reyes
May 26, 2011
I have been going to Metro for three years and I trust them completely. This is due to the professionalism and care of Peter in service. He explains things so I can understand and is a joy to do business them completely. This is due to the professionalism and care of Peter in service. He explains things so I can understand and is a joy to do business with. I bought my car used three years ago from Manuel at Metro and he is no longer there. I had a great buying experience too. More
by tschofie
Employees Worked With
Peter
April 16, 2011
I have taken my car here serveral times for different services and everytime they have been GREAT! I took it in on 4/16/11 for a brake problem that I have been experiencing for several months now. This services and everytime they have been GREAT! I took it in on 4/16/11 for a brake problem that I have been experiencing for several months now. This was not a dealership service issue it was a VOLKSWAGEN issue. The first time i took it in February they were very nice and explained what the issue was and that my brake system was perfectly fine. Unfortunately there was a horrible grinding sound that was due to rust/dirt particles but my brake pads were fine. After speaking to VW and them telling me they haven't had any other complaints (which is not true according to the dealers) I took it in and decided to go ahead and have the rear brake pads replaced to see if that helped. Peter was extremely helpful and listened to my complaints and told me it was an issue that they got complaints about daily. They were having an awesome rear brake special for $118 and to top it off they changed my 2 rear roters for FREE! I didn't even ask them to do it, they just knew the issues I was having and it was out of everyones control. Peter told me they wanted me to have a fresh start and wanted to do everything they could to make me happy with the car again. So a service that should have cost me $500 only cost me $118! Regardless of the free roters I would still highly recommend this service department to anyone. Thank you for listening and trying to fix a VW problem that they should fix themselves! More
by mh3778
Employees Worked With
Peter
