Suburban Volkswagen of Farmington Hills

Brian is the main reason I always I visit this dealership. He is always listening and provides great recommendations. I would recommend to my friends and family! dealership. He is always listening and provides great recommendations. I would recommend to my friends and family! More

I am providing an update on my last complaint. After the below complaint was posted, I received call backs from Service Advisor Brian and Service Manager Keith the following day. Both apologized for their below complaint was posted, I received call backs from Service Advisor Brian and Service Manager Keith the following day. Both apologized for their lack of follow thru and reassured me the situation would be “made right”. Brian advised me he would order a new rear bumper; have it painted and call me to set up an appointment. After a week of waiting, the appointment was set for Friday, Jan. 21st; Brian called Thursday, Jan 20th to request rescheduling of the appointment to make sure the “right” Service Tech. would be available. The appointment was rescheduled for Thursday, Jan. 27th and Brain arranged for service valet. The Service Dept had the vehicle for the entire day on Jan. 27th. When the vehicle was returned, the bumper was not replaced. A pathetic and feeble attempt was made to “color in” the deep gouges in the rear bumper. Contact was made with Keith who tried to fabricate a story that he tried to call me to explain the situation. As all cell phone owners know, all in bound and out bound phone numbers are recorded in the cell phone log. No calls were made to me. Next his excuse was the wrong bumper came in, the box was labeled rear bumper and the part number was right but the part was a front bumper. I find it disturbing a Service Tech does not know the difference between a front and rear bumper. Keith then stated a new bumper would be ordered and should be delivered by Friday Afternoon, Jan. 28th. He also stated he would contact me to set up an appointment and he would “make it right”. As of this date February 4th, I have not been contacted. As I have previously stated: If you want professionalism, honesty, and integrity, PLEASE take your vehicle to another service location. I am giving VW Farmington Hills Dealership a less than zero rating for the Service Department. In 2021 I had my vehicle in multiple times for preventative maintenance as prescribed in the owner’s manual. Each time my car was not ready as promised; the time span required to complete simple tasks was generally 3 days. Service Advisor Brian Cummings is a master at making excuses; not enough service bays, your tires were not ordered, staff shortages, the necessary equipment is not available. The only time I received an update on the status of my vehicle was when Brian called to advise me my car was not ready. I was patient and understanding. My visit in October was the last straw; damage was done to my vehicle’s rear bumper by the dealership while in their care. I found damage to my vehicle when I went to pick it up. So I pointed out to Brian, who did state this was not on here when you dropped It off and he would talk to the Service Manager to see how it could “be made right”. I was advised by Brian that the rear bumper would be replaced; he would order the bumper, have it painted and call me to set up an appointment to have the bumper installed. This conversation took place on October 25th; he thanked me again for being understanding about their service personnel causing damage to the vehicle. So far, I have not received a call from Brian; when I called on December 27th, he stated he would check on the situation and call me back Tuesday, December 28th. No call back was received; I left a voice message for him on Mon. Jan 3rd and Tues. Jan. 4th. On Tuesday, Jan. 4th, I was able to speak to the Service Manager Keith about the situation; and I was advised by him that he would investigate the status on this situation, and he would call me back on Wed. Jan 5th. As of this date, January 11, 2022; he never called me back. Why are they not calling back as they indicated? I would think Keith a “Manager” would hold himself to a higher standard and follow thru on his words or promised actions. So far, the Farmington Hills VW Service Department has demonstrated a total lack of respect and concern for their customer’s needs. If you like being lied to and inconvenienced, this is the place to go. If you are looking for accountability, honesty, or integrity, please take your vehicle to another service location. Kim Hatchell. More

Brian Cummings is a very conscientious and respectful service advisor and a great ambassador for Surburban VW of Farmington Hills. People like Brian will keep me coming back. service advisor and a great ambassador for Surburban VW of Farmington Hills. People like Brian will keep me coming back. More

Sam is the absolute best! Treats you like family! Recommend 10000% he made sure I had the best, a truly honest salesperson. I can’t wait to trade my next car with him Recommend 10000% he made sure I had the best, a truly honest salesperson. I can’t wait to trade my next car with him More

Very knowledgeable, very helpful. Knows the product and able to address all of the customers concerns with skill and ease. Very helpful and conscientious in performing duties of a Service Writer. able to address all of the customers concerns with skill and ease. Very helpful and conscientious in performing duties of a Service Writer. More

I went in to get and oil change and a transmission flush. I told them my window was not working and they told me that it would cost 149 for them to look at it and that if I decided to do that job that it wou I told them my window was not working and they told me that it would cost 149 for them to look at it and that if I decided to do that job that it would go towards the job. Then they said it would take more time but I can pay over 400 and it would go toward the job. I said yes because labor and parts would probably be about that. They didn't do the job and came back with 3 hours labor for them to tell me that the window regulator was the issue. I got there at 8 am and I got tired of waiting and stepped outside to see my car not in the dealership and not being worked on. I went in to leave and was told they weren't done for them to not work on my car and invoice me for over another hour of "labor". This place not only tries to upsell you on services you don't need but they cheat you on those upcharges as well. Never ever bring your car to this dealership and I will be making a complaint with the Attorney General regarding the treatment and business practices of this place. More

Easy to deal with The Sales and management made the whole process quick and easy. The car was clean and ready to go. I was offered many options for finance and maintena The Sales and management made the whole process quick and easy. The car was clean and ready to go. I was offered many options for finance and maintenance. More

I recently had my car in for service. My service advisor (Maureen Kelly) was great to deal with. She kept in contact with me the entire time to let me know how they were coming along with the fix. I highly (Maureen Kelly) was great to deal with. She kept in contact with me the entire time to let me know how they were coming along with the fix. I highly recommend her if you need to have your VW serviced. Great Job More

Pleasant and Knowledgable Brian was helpful and knowledgeable when it came to replacing tires (multiple times) that blew out on my VW Arteon. Very pleasant person and I would c Brian was helpful and knowledgeable when it came to replacing tires (multiple times) that blew out on my VW Arteon. Very pleasant person and I would certainly recommend working with him! More