Suntrup Volkswagen

Lost a customer I am very disappointed with the level of customer service I have received. This was my first purchase from Suntrup Volkswagen and definitely my last. I am very disappointed with the level of customer service I have received. This was my first purchase from Suntrup Volkswagen and definitely my last. More

Worst Experience, Will Never Go Back My parents always purchased their cars from Suntrup and I purchased my first new car on my own from them as well in 2012. I have always had excellent My parents always purchased their cars from Suntrup and I purchased my first new car on my own from them as well in 2012. I have always had excellent customer service and was never dissatisfied. Until Suntrup Volkswagen. Suntrup will never get my business ever again and if I could drop this car off and not look back, I would do it in a heartbeat. I went in on a Friday after work to look at a new car. The salesman was nice and personable, but it became clear during the negotiation piece that he was just building rapport to make the sale. It was getting late and we offered to come back the next morning to finish things off that way we would have time to ask any questions that may arise, but we were pushed to get the paperwork done that night. We finished the paperwork and went to walk out the door and I realize the writing was still on the windshield. Shouldn't that be one of the first things taken care of when a new car is purchased? If you close at 9, don't check out at 8:15. We were doing paperwork for at least 30 minutes which is plenty of times to detail the car and fill the tank with gas. Neither of which were done. So, the windshield was cleaned off and we left. The tank only had a quarter tank of gas, which I was OK with considering I was bringing it back on Monday for window tint and assumed that it would be taken care of then. Fast forward to Monday. I go to pick the car up from having the windows tinted and realize that there is mud all over the bottom of the doors, a sticker left on the windshield, a sticker left on the back window, marks on the interior from oily hands touching the ceiling to get in, and not a full tank of gas. My husband and I immediately took the car back and spoke with the manager who apologized profusely and seen to it that the tank was filled and the car was detailed. OK, great! I also brought it to his attention that I had the code for the free gift card that suntrup offers when you test drive a car, he wrote down the code and said I would receive it in my email. It has been 3 weeks and I have yet to receive anything. All problems were seemingly solved so I was happy. Until, I try to drive my new car to work and get asked at the gate where my plates are. Well, I signed the temp tag so it should have been put on the car, right? Wrong again! So again, I have to take time out of my life to find out why someone else didn't do their job. I tried to contact the manager on Friday, and he was always "busy" and they wouldn't transfer me to him. Saturday my husband called and asked for the manager. Same story, he is busy at this time and would not transfer the call. When asking the salesman where the temp tag is he was told "oh, it's right here!". OK, so if you knew it was there and not on my car, why didn't you contact me? The solution we were given was to either drive out to the dealership (40 minutes away), or have it mailed to us. Mailing is not an option because I was told not to drive the car on base (work) again without a tag or I'll be ticketed. So, again, I take over an hour out of my day to drive to the dealership and my husband told them that I would need to be compensated with a gas card. Once I arrived I asked for the manager, the salesman (not who I worked with) asked what it was for and then said "oh you're here for the temp tag let me put that on for you" and never got the manager. Congrats Suntrup, your employees are well versed at screening for your managers. Once the temp tag is put on the car he came back in and said he was going to take it to fill it up. I said no, I want a gas card since I had just put gas in it the day before and I wasn't going to accept a $5 fill up. To which I was told "we can't do that". I went out and called my husband who told me to demand to speak with the manager. By the time I walked back in the manager was out on the sales floor. I explained everything to him and he assured that he would send me a gas card through the mail (you know, just like that other gift card). Three weeks later, and nothing. Now, I was compensated with 3 free oil changes after the car was a complete mess and never detailed, so that was nice. But, I do not appreciate the broken promises and lack of customer service. Maybe you need a checklist to ensure that you're doing your job? If someone asks for the manager, maybe you should not screen the call and make the manager aware that someone wants to speak with them. The kicker is, we bought another car the day before all of this and the customer service was perfect. The manager contacted us the following week to follow up and see if we had any questions or concerns, and sent a nice thank you card for our business. Had that dealership had the SEL Premium trim in stock, I would have patronized them instead. But, I made the biggest mistake ever by giving a different dealership a chance, which will never happen again. Oh, and the passenger side door has a bad seal where it sounds like the window is open, so now I have to take it back again and get that fixed. That's a trip I am looking forward to...not. More