Southern Volkswagen Greenbrier

Dissapointing Experience My wife and I owned at Passat TDI and stopped by the dealership in the early part of December 2015. We had been considering trading in our vehicle fo My wife and I owned at Passat TDI and stopped by the dealership in the early part of December 2015. We had been considering trading in our vehicle for a CC. When we arrived at the dealership, we were greeted by a very nice and low pressure salesman. The salesman worked with us for over an hour while my wife and I went back and forth between the CC and the Tiguan. We finally decided to go with the CC. When we went inside things started to revert back to the car buying circus found at most dealerships. Our salesman went back and forth from the manager's office to meeting with us for over an hour. Of course they said we owed more for our Passat than it was worth, but they would pay it off for us. Well, I really did not ask them to do that. I would have been happy keeping my Passat. But, they said they would pay it off and keep the payments for the CC close to the Passat amount. Okay, they came close enough and we decided to proceed with the purchase. I told our salesman that I did not want to purchase anything other than the vehicle, which would mean we would move straight to the Finance Office and sign paperwork. They would not listen to the customer and moved us to another office where another employee tried to sell us all of the usual dealer add-ons. I told her before she started her pitch that I was not interested, but that did not stop her. She proceeded to pitch the products much to my displeasure. So, I let her go through her sales pitch and at each point where she asked if I was interested I replied "No thank you". At the end of her pitch she was no longer smiling, but was visibly annoyed with us. She left the office and came back with one of the Finance Managers who said that if we would take the products they would give them to us for free. So, to get to the next stage of this long and painful process I agreed to all of the free stuff. We then moved on to the Finance Office and since it had been over four and half hours, I was ready to sign anything to get out of there. We breezed through the paperwork at lighting speed. It was two hours after lunch time and the Finance Manager as well as my wife and I were ready to get this over with. We left his office and started to transfer all of our stuff from the Passat to the CC. The new car had not been cleaned inside or out and they told us to bring it back in a week when we were getting the undercoating and window tinting done. We left and went to lunch. A few days later, my wife speaks with the Finance Manager and he tells my wife that he made a mistake when he told us the payment amount and said he would give us a check for $300.00 for compensation. At some point after the purchase, I filled out the dealership survey. It was not a glowing review, but it was not negative. I responded to the survey honestly. Within a few days, the Finance Manager called and attempted to find out if there was anything wrong. He did not directly refer to the survey, but I could tell he was calling in response to it. It seemed as though he was trying to figure out what the salesman had done wrong. The fact of the matter is; the selling process was going smooth until the salesman brought the manager into the equation. That was when the circus started. During the conversation Finance Manager again stated his intention to mail us a check for $300.00. A week later my wife took the CC to get the free services done to the vehicle. While there she runs into the salesman. He is less than friendly now. He mentions the survey and that he got in trouble. He is no longer a nice salesman. When the vehicle is in the Service Department, my wife mentions the issues she has found with the vehicle and they agree to take care of it. They would need to order parts and would contact us when the parts were in. Here’s the rub. We still have not been called to say the parts are in. So, we don’t know if they were ordered. It was clear that the dealership had no intentions of listening to the customer. They had a sales routine and were determined to go through it. They volunteered to give us an add on package and compensation for an error. I did not ask for the package. I did not ask for compensation. I did not want to go through the add on sales process. They would not listen to the customer, which is a total lack of respect towards us. They were either not honest when they offered compensation or they were incapable of fulfilling their commitment. And most disturbing is that their response to a customer survey less than 100% positive is to be treat the customer with contempt. Remember, I did not ask for anything they were giving me. They volunteered it. I still don’t want anything they offered. But, they have proven that they suffer from a lack of sincerity and integrity. So, what’s new with ANY car dealership? More

Miss the old Greenbrier, not the service I remember. I don't know what happened to customer service here. Been going to Greenbrier VW for parts and service since 1989 when I got my second VW. Tried to ge I don't know what happened to customer service here. Been going to Greenbrier VW for parts and service since 1989 when I got my second VW. Tried to get a walk in for a state inspection, which are supposed to free for life since we purchased our 2007 VW brand new from them. Was told they couldn't get us in right away and that, supposedly, we'd have to wait all day or leave it by rude service consultant. I'm disabled veteran and we only have the one car so that wasn't a viable option. Before they became Southern, I could just bring my vehicle there for inspection and be give an exact time of when it would be done. Now no guarantees or attempts to provide service. They have officially lost a lifetime customer. More

Poor customer service and service department Took my 2015 VW GTI for a diagnosis which is under extended warranty and I'm told that problem is not an issue, and it's normal for small cars like mi Took my 2015 VW GTI for a diagnosis which is under extended warranty and I'm told that problem is not an issue, and it's normal for small cars like mine. "Wrong". So I contacted VW of America and was very apologetic and recommended me to go to another dealership close to me instead to have it fix. Don't buy your next car here. If you do expect to be treated like the others who have been having issues with them. If you are in the military, I suggest find another dealership besides this one. More

2 hours for simple oil change WITH an appointment!!!! Made a 9:30am appt for nothing more than an oil change. Showed up at 9:25 but didn't get "checked in" until nearly 10:00am. Half hour of my time alrea Made a 9:30am appt for nothing more than an oil change. Showed up at 9:25 but didn't get "checked in" until nearly 10:00am. Half hour of my time already wasted. Didn't get my vehicle back until nearly 11:30. 2 hours of my day wasted to perform a ten minute job. If I had just showed up without an appointment I would have been ok with the time but the fact I made an appt and still waited 2 hours was ludicrous. I have experienced this kind of time insanity for the past 5 years of having my vehicle serviced there. In fact, once I dropped off for oil change and state inspection in the am. They had to keep my vehicle overnight because they didn't get to it. I repeat, they kept my vehicle overnight for an oil change and inspection. If you value your time don't bother taking it to southern greenbrier vw. Their poor service efficiency and not valuing their customers time forced me to make my next vw purchase at an another dealership further away. That's how negatively the service experience has been for me. More

Kicking myself for giving them a chance Called sales dept. from Richmond at 5:01pm to make sure 2 Routans were on lot for us to see. We were told "Yes, both vans are here and I'll have someo Called sales dept. from Richmond at 5:01pm to make sure 2 Routans were on lot for us to see. We were told "Yes, both vans are here and I'll have someone pull them around for you." We left Richmond and arrived at dealership at 6:39pm. Asked for salesperson we were told would be waiting for us. Apparently, neither van was there when we arrived but the salesman had just run down to the other dealership to pick it up. Ok. We waited. A real nice gentleman offered me a cup of hot chocolate that was delicious, and one of two highlights this evening. We waited some more. We were told again he'd be only a few minutes more he's just down the road. We waited. Complained a few times and were offered a tank of gas for coming out and having to wait. Not bad, we'll take it. Waited some more. Same gentleman called salesperson again and he misunderstood. The salesperson picking up the van was almost at the other dealership, NOT almost back. But, he shouldn't be more than 20 minutes. So...we waited some more. About 8:00, the sales manager came out and gave us another update and he was only a few minutes away. By now, we had decided to leave at 8:45pm after waiting almost 2 1/2 hours. Low and behold at 8:43 he pulls in! This was the second highlight of the night - the test drive. Man did we like this van and even after being lied too and screwed with for over 2 hours, we were ready to buy it. His "discounted" offer was a laugh in our faces and $500 more than we found it listed online. To top off the evening, he hands us the Carfax report stating the car was flooded and has a Flood Issued Title! Unreal. We said no thank you and didn't even stay to get the free tank of gas. That guy was long gone. Please, please think long and hard before wasting your time with this dealership. This was by far the WORST car buying experience I've ever had. I don't lay all of the blame on them because yes, we waited. In my opinion, this dealership had zero respect for us and in return I give them the same. The ONLY reason I gave 1 star was because I was required to. They got 2 for "Friendliness" because of the hot chocolate. Seriously, take this review to heart. If I could they would get a zero star review. More

Bait and Switch We are so frustrated after our experience with the sales here. They flat out lied to us and wasted our time. My husband contacted them about a Jett We are so frustrated after our experience with the sales here. They flat out lied to us and wasted our time. My husband contacted them about a Jetta he found on truecar.com, and he was told that they would beat the price we found for the same car in Alexandria. We just needed to bring in the offer. So we head out with the intentions of bringing the car home. My husband asks our sales guy if there will be any problems with what we were told on the phone, and was assured that there would be no issue. After we drive it, the salesman goes to talk to his manager. We wait around 20 minutes, and he comes back saying he cannot match the price. Shows us a price $2.5K more. It was also $1k more than what was listed for their Jetta on truecar.com. Don't deal with this company unless you're ready for the bait and switch. We're heading to Alexandria to buy a Jetta. More

Had alignment done which took 8 hours then left having to pay $20 more than what I signed for. I will not return for anything. pay $20 more than what I signed for. I will not return for anything. More

While the faces of the service department (Rich, Miranda, etc.) are polite and personable, the leadership is poor and in our experience simply rude. We had a scenario some time ago with their (so-called) " s etc.) are polite and personable, the leadership is poor and in our experience simply rude. We had a scenario some time ago with their (so-called) " service director" who refused to honour a VW issued voucher. He was quickly overruled by VW customer service though it never should have gotten to that point. Our time is valuable and the 20 minutes spent "working" to resolve this can never be recovered. This isn't the only negative situation experienced here. The free oil changes that accompanied our vehicle purchase are simply not worth the hassle; we now take our Beetle to another VW facility and pay for our oil changes even though they would be free here, which should tell you something about how poor their service actually is. More

lou without a doubt became an instant friend he was very professional to the point and very thorough.my wife just got her vehicle through him same scenario professional to the point and very thorough.my wife just got her vehicle through him same scenario More

Great service, great people. I was amazed on how helpful and friendly everyone was. I would recommend this dealership to all my family and friends. They gave me fast and friendly service and helped me find and friendly everyone was. I would recommend this dealership to all my family and friends. They gave me fast and friendly service and helped me find the right car for me. I love volkswagen! More