Smith Volkswagen

Totally stunned at this experience. And currently trying to find out if my experience was lawfully executed. Traded and Purchased a vehicle then they literally took it away. Simply beca And currently trying to find out if my experience was lawfully executed. Traded and Purchased a vehicle then they literally took it away. Simply because sales manager on duty wanted to. My salesman was Mike Eller and the sales manager on duty was Jeff Kessler. 9/1/22 test drove vehicle and started paperwork which had to be completed next day because of time. That was fine. 9/2/22 go back to purchase vehicle, first a game was played of Mike not being present, 5 mins later allegedly "came in just for me". After a waiting game and having to ask i find out he was closing 2 deals at one time which would still be ok with communication. Spoke with the Sales Manager Jeff about it and he unapologeticly says ok a lot of times, and non chalantly brushes me off. The waiting game continues, when Mike returned he still never apologized or told me he was working 2 deals. I had to remind Mike twice to get someone from service to clear a Notification in the car. I hate to bring race into this however I feel like the white guest was catered to and respected (i had someone with me witnessing the entire process) I was never thanked for patronizing, i was not given a tour of my vehicle, i was not asked until i was literally pulling off if I had any questions. However I was happy with my vehicle and had to be to work. In hindsight i should have walked out and not went through with the deal. So pull off I get the next alert that the remote keys needed to be replaced. Shouldn't happen with a cert pre owned but no biggie things happen. So i go back to dealership on Tuesday it was the holiday weekend and i couldn't make on Saturday because of work. By time i get there on Tuesday Mike informs me that the service department was closed but i could come back in the morning i say fine then he says there was an issue with my insurance being in DE but my car being registered to PA. Why was it registered to PA idk because I informed mike that i live in DE and event sent him my insurance card. I provided him with all proof he said ok we'll figure it out. So I go back today 9/7/22 spoke with mike 2 times over the phone, lets me know he has my batteries it'll be quick. So i run out the house leaving my children 13 and 1 1/2 home because I'm thinking I'll be no longer than 30mins. Get there only for him to take my keys and tell me to speak with the finance guy i cant remember him name but he wasn't too kind either. He tells me I need to get another check from my bank the first reason being a number was written incorrectly. Which was only a difference of $70 and 2 the fee was going to be increased because it not needed to be registered again which difference of maybe $1000 both transactions could have been paid out of pocket but I was not offered the option. When i asked which i had every right to ask why would i have to pay for a mistake that was made on mike's behalf the finance guy immediately took offense told me it was my fault my character limit is exceeding wanna explain further. I asked how long it would be because my children were home alone and asked why i wasn't informed all this needed to be done over the phone i would have brung my kids. Jeff lied straight to my face and said it just came about. They took my new car back, brung back my trade, Jeff told me he was unwinding the deal and that i wont get my way today. I asked for hq info he said tom smith but gave no contact he said they're independently owned and gave me the general sales manager card. I tried calling the cops but they didn't show. I asked could gas be put in my car because i just had filled up my new car he told me No. My home parking permit that i asked them to give me to put in new car was missing and now i have to replaced that also at my cost. I feel disrespected, disregarded, and discrimated against. And i will be finding out my right ASAP. It just wasnt right and no paper work was done to reverse anything. I hope this helps the next person. More

Smith Volkswagen sold my husband and I an unsafe car and refused to do anything about it. They are completely unethical. This is the 5th car we have purchased from them and it will be our last. refused to do anything about it. They are completely unethical. This is the 5th car we have purchased from them and it will be our last. More

I purchase a car from this dealership and I told him that I was unhappy with the vehicle they did absolutely nothing to try to make things right they basically inflated in the numbers and gave you a nice lit I was unhappy with the vehicle they did absolutely nothing to try to make things right they basically inflated in the numbers and gave you a nice little song and dance even told me I had to put down a lot of money stating that it was the financial company that told him that but I’m not sure about that so beware this was the worst experience that I ever had More

A once amazing service department now quite the opposite. I would love to say my complaint is purely because it took 10 days to replace intake runner flap motors on a 2006 Audi A6 Avant, but it opposite. I would love to say my complaint is purely because it took 10 days to replace intake runner flap motors on a 2006 Audi A6 Avant, but it isn't. Everything that could have gone wrong did. Dropped off the car on the 22nd with Bobby, a service tech, stating it had a P2006 Engine code and I wanted to get an oil change while there. They stated they would do an engine diagnosis and figure out the issues. Later that day I was told it was the runner flap motors. Asked if that is near the intake valves and was told yes, so I gave them the okay to do the valve cleaning on top of the runner flap motors and oil change as they were already there. Agreed on the work being done and I was told to put down a 500 dollar deposit for the work to be done. All paid. All good. Talk to you soon. 26th rolls around and no word from Smith VW. I call and find out that they were waiting on a gasket and it would be done "early next week". 29th rolls around and still no word, so I call. I was told that day that they were waiting on 1 bolt. And that they most likely had the bolt in house, but never checked during the 3 days. Will be done tomorrow. The 30th rolls around and I get an email, not even a phone call stating that the valves are dirty and need to be cleaned with an extra 517.50 tacked on to the quote. Even though we had already discussed and agreed on getting the valves cleaned. . . At that point I drove down to the dealership to get a better idea of why this was taking so long. The service manager, Jason Willey, was nothing but dismissive, cold, and would not take responsibility. His catch phrase being "What do you want me to do about this?". Didn't even know much of anything of what was going on, what had happened leading to this issue, and also refused to acknowledge it as an issue. I demanded that the extra 517.50 be removed from the invoice. After much headache, that was what was done. When I asked why he didn't chime in when the car had been there for a week sitting, his response was "I deal with 50 jobs a day, do you think I can keep up with them?". Just constant excuse after excuse. More

Poor customer service. My son who is an active Duty veteran took his car there for a clutch replacement. When he picked it up the check engine light came on in which he took it back to the dealer. They veteran took his car there for a clutch replacement. When he picked it up the check engine light came on in which he took it back to the dealer. They replaced some kind of flapper valve. After driving it for a little bit he noticed a noise that sounded like it was coming from the  clutch. In returning it again was notified that the mechanic took it out for a test drive and the motor "blew up" in which they want him responsible for all cost total close to $10,000. The dealer has insurance for this purpose and I feel they should be responsible for this.would not recommend More

Don’t buy a car here. Go to another VW dealership if you want a VW. I had THE WORSE experience I have ever had. For the past 7 years, I’ve bought multiple cars here, had all of my service done here and refe want a VW. I had THE WORSE experience I have ever had. For the past 7 years, I’ve bought multiple cars here, had all of my service done here and referred friends who have purchased cars as well. My Jetta spontaneously came on with an EPC light so I had it towed to the dealership. I got a call back that the timing chain had been stretched and the bill was 4100, the service guys made it out to be my fault over the phone... I HAVE HAD EVERY SERVICE DONE WITHIN THE INTERVAL AT THAT DEALERSHIP. After looking into the warranty I was sold under the pretense the car would be covered for anything but regular maintenance, it was a lie. The car did not even have 90k miles, wasn’t even half way through its financing and never had a light on the dash until that ride... eh oh actually went away after restarting the car. After doing research on the issue, I came to a class action lawsuit against VW for the vehicle for the exact problem... except it didn’t cover the 1.8L engine. Knowing I’ve been working with this dealership over the past 7 years, I gave them the opportunity to sell me another car and work a deal out with me through Kevin, who sold the Jetta and warranty that broke down to me. I was told there is no deal, no incentive and my car was worth 1500. After speaking with the finance manager Jeff, I looked into other dealerships and found a more expensive car, for a lower payment, with the same interest rate with less down and my car was traded in for 3500, the deal would not be matched by Smith VW, so I went with the better deal. The other dealership, came to tow the Jetta from Smith VW, and they would not give up the keys due to bill for a check engine light (which was not on by the way just the electronic power control, and it was not on when the car was towed in). This bill was 131 which is ridiculous to me. I’ve been inside the dealership and speaking with the service guys for days, no balance was mentioned, the car was never worked on, they knew it was a trade in. But rather than calling me to tell me about this bill, the tow driver was sent away and the dealership for the trade contacted me. Who does business this way! Wouldn’t you call the customer and let them know they have a bill or take the payment?? My next call was to Jason Smith, the general manager of the dealership. He did return my call, however I was at work so I called back when I was off. The receptionist who I might add is the only woman employed there, would not let me know when the general manager would be in next or if he works weekdays, leaves by 5, nothing. How do you operate a business this way? None the less, the finance manager Jeff called me back and said to come in and see him. So today I went in, paid the bill because I just want to be done playing the games, and dealing with the horrible service. So I spoke to Jeff, who had nothing to say but sorry you had a bad experience. I WILL NEVER BUY HERE AGAIN NOR RECOMMEND ANYONE TO. You trust a business, get screwed, and it’s sorry about your luck it was your fault. There is NO accountability here, stay away. More

Car buying process was a breeze thanks to sales managers Jeff and Matt, and the guys in the service department are always helpful whenever I have an appointment! Jeff and Matt, and the guys in the service department are always helpful whenever I have an appointment! More

Horrible Sales Department. They don't return calls at all! I will never return for anything!! Almost feels like you're begging to buy a xxxx car! I didn't, I went elsewhere! all! I will never return for anything!! Almost feels like you're begging to buy a xxxx car! I didn't, I went elsewhere! More

Rude staff, poor prices, horrible service From the first day I visited here to the day I made the mistake of buying my Jetta from them, the employees at Smith have been rude and unhelpful. I From the first day I visited here to the day I made the mistake of buying my Jetta from them, the employees at Smith have been rude and unhelpful. I went through with the deal because it seemed great at the time, but after that, my experiences here have been nothing but horrible. Whenever I try to contact them on the phone I get a rude secretary who more often than not hangs up on me. Their service prices are outrageous and they make the car-buying experience one to avoid. Overall, I would recommend taking your money elsewhere. Cook Volkswagen in Bel Air has been wonderful to me the times I have gone there for warranty work. More