Volkswagen of Downtown Chicago - Service Center

214 mile joyride - returned fuel tank empty I took my 2015 GTI into Fletcher Jones VW as I had an error on the display for my adaptive headlights (LED). I dropped my car off at the appointment I took my 2015 GTI into Fletcher Jones VW as I had an error on the display for my adaptive headlights (LED). I dropped my car off at the appointment time of 8:30am with Service Advisor A. I also asked Service Advisor A to have the technician check the engine as the vehicle would sometimes stutter after cold starts when placing into drive/reverse. Service Advisor A called later that afternoon and said they would need to keep the car overnight. Service Advisor A graciously arranged for a loaner. When getting the loaner I needed to get my infant seat, garage door opener, and building pass out of the GTI. Service Advisor B went to get my GTI. While I was waiting for my GTI I saw my freshly washed car exit the building. Service Advisor B came back and said he couldn't find the car. I explained that I just saw the car exit the building and Service Advisor B made a few calls and the car returned thirty minutes later. Service Advisor B explained that they were test driving the car to replicate the cold start. Fair enough. I asked if I could just take my car home that night and he said that they needed to keep it until the morning. I removed my belongings from the GTI and took the loaner home for the night. When I went to VW to pick up my car the following day I noticed on the invoice that there were 214 additional miles on my car. Service Advisor A indicated that a technician took my car "home" for the evening to replicate the cold start. Service Advisor A indicated that the technician lives in Coal City, IL, which is 55 miles each way. That mileage doesn't reconcile to the 214 miles put on my vehicle nor does would an extended drive be needed for a cold start issue (which was never replicated). I told Service Advisor A that I never gave ANY authorization for any technician to take my vehicle home for the evening or put those type of miles on the vehicle. Service Advisor A tried to say that Service Advisor B told him I said it was ok. I questioned Service Advisor B and he had no recollection of my approval. Service Advisor A also insisted that my car was refueled with premium fuel to the full level it was originally dropped off with. My vehicle was finally returned to the service area, washed once again, after a 30 minute wait. I went to leave and noticed that the fuel gauge in the car sat on empty, again refuting Service Advisor A' claims. I asked to speak to the service manager, Charlie, and he had no explanation as to why my vehicle (i) needed two test drives; the one I saw when grabbing the car seat and the overnight drive, (ii) went home with a technician without my approval, (iii) racked on 214 miles for a cold start issue, (iv) and was tried to pass off to me with an empty gas tank. Charlie saw that my fuel was returned to the it's previous level and that I got to sit in the waiting room for another 30 minutes while such was done. Funny thing is that I bought my wife with me to come check out the new Atlas as we are expecting our second child and now have a large dog and are in the market for a 3rd row SUV. Why would I want to expose myself to more of this service in the future? More

Easy in and out service I was able to schedule a service appointment only a couple of days before I needed to have the car back. Service was quick - less than two hours. Car I was able to schedule a service appointment only a couple of days before I needed to have the car back. Service was quick - less than two hours. Car looked great when I got it back, it had been cleaned inside and out. Our service tech Adam was friendly and professional. More

Terrible service and rude attitude Absolutely terrible service, rude and unprofessional. I was told that my car was under warranty and they would fill up the Ad blue for no charge. Get Absolutely terrible service, rude and unprofessional. I was told that my car was under warranty and they would fill up the Ad blue for no charge. Get a call next day saying that does not include the cost of the Ad blue. Then the services manager calls me and is rude and kept interrupting me telling me that I was wrong and was not being treated unfairly and hung up on me. I'm going to pick up my car and get it fixed somewhere else even if it costs more. This is not the service I have come to expect from VW and would highly recommend anyone looking to get their car fixed here, to go to another dealer to not be disappointed and treated badly. Very disappointing. More