West Houston Volkswagen

Sales Experience with recent 17 Golf Alltrack Purchase Let me separate this review into two sections should anyone from West Houston VW care to read this and or respond. This is a long, but detailed and t Let me separate this review into two sections should anyone from West Houston VW care to read this and or respond. This is a long, but detailed and thorough review. I recently purchased a 2017 VW Golf Alltrack S from this dealership just before Thanksgiving 2016. After going through their sales process and now just attempting to do my "complimentary follow up appointment" (more on that in a minute) to make sure I was completely satisfied with my purchase, here are my thoughts: ***SALES*** I worked with Kyle Ford who I would rate at 4.5 stars for his work and service for me during the entire sales process. This dealership seems to pride itself on it's own researched discounted best value when you look at their car listings. I apprecieate that this discount's fine print is placed on the bottom of their website to further detail how they "give" you this discounted price. Unfortunately, it can be gray and vague enough to almost mislead as in my case, but that's part of the new car purchase negotiation. Moving past that, Kyle provided great communication and assistance with everything needed from setting up the appointment, to test driving the cars, to talking numbers. The only small let downs were two things. One, when I showed I was serious about purchasing and asked to see a full breakdown, I kept getting the same generic price sheet that simply read MSRP, discount, TT&L, Final Price and then some generic terms that he admitted were based on average credit for financing even though, by his request, I had pre-submitted my information to be pulled/checked ahead of coming in to have all my real numbers ready to show me their best shot. It wasn't until 3 attempts later with the same generic sheet of numbers that the Sales Manager came in (can't remember his name at this time) who finally showed me the breakdown sheet I had been asking for saying that the sales staff weren't allowed access to that, only managers. I'm sorry, but I thought y'all were a "Sales Team"? If that were the case then he could have come in a lot sooner and saved some time. I was up front about looking at both lease and purchase options as well as that I average a 60 mile commute a day. I required seeing this number breakdown sheet because, Two, they extremely low balled my trade in. While I know dealers of any kind will try to shoot low for a trade in so they can make a profit, $5-6k off the suggested resell for a dealer was very steep. Fortunately, we worked that issue out to, but it still added additional time to the entire process unnecessarily. Kyle did make up for it at the end a bit by working with me to schedule my "complimentary follow up" appointment for Jan. 2nd 2016 when I was off from work for the New Year. At this point I had been at the dealership almost 6 hours and was running behind to meet family for dinner, so he quickly helped me with the basics of the car and I left. All things considered, Kyle himself, was great and I would buy from him again as it appears most of the issues I ran into were the typical car sales tactics that are more likely pushed down from upper management than within his control. More

Attempted to do complimentary new car service appt. Let me separate this review into two sections should anyone from West Houston VW care to read this and or respond. This is a long, but detailed and t Let me separate this review into two sections should anyone from West Houston VW care to read this and or respond. This is a long, but detailed and thorough review. I recently purchased a 2017 VW Golf Alltrack S from this dealership just before Thanksgiving 2016. After going through their sales process and now just attempting to do my "complimentary follow up appointment" (more on that in a minute) to make sure I was completely satisfied with my purchase, here are my thoughts: ***SERVICE*** Fast forward a little over a month to today when I was scheduled for my "complimentary follow up" service appointment. Prior to today, I had called and verified my license plate and registration/inspection sticker had arrived. Given that I needed to setup the new plate with the toll road authority and they showed to possibly be closed Monday Jan. 2nd for the New Years holiday like I was, I went by Saturday Dec. 31st to pickup my plates and note with Service a few things I had noticed to be checked. Picking up the license plates was easy enough and I installed them myself without any issues. I then spoke to a service advisor gentleman about my three issues/questions that I would like checked at my appointment Monday Jan. 2nd at 10 AM that Kyle in sales had setup for me a month previously when I purchased the car. These three items were: one, a rattle had developed in the rear of the vehicle; two, the car for the first 1k miles or so sometimes had issues deciding between 1st and 2nd gear during acceleration, which when it occurred I used a scan tool I own to check for any codes and received varied intermittent codes thrown that I logged to show service at the next visit as turning the car off and then back on seemed to temporarily fix it; three, the dash making a motor whirring noise in the dash for a minute or two everytime I shut the car off, which I believed to be probably normal given it's frequency and consistency but was curious as to what it exactly was. The gentleman quickly noted my comments and stated my appointment was set and that I was assigned to Nicole Benoit. Happy to have provided this updated information so as not to blind side Nicole two days from now on Monday, I went home. I returned and pulled into the service drive Monday promptly at 10 AM with right at 2500 miles on it mostly highway from my 60 mile commute previously mentioned. I then walked in and stood in front of Nicole at her desk. I was given a subtle glare and no greeting initially. She looked, as best as I could tell, like she was already very stressed, frustrated, and tired even though service had only been open 3 hours since 7 AM. No matter, everyone has their off days and or things to deal with. I provided my name with which she checked and could not find me in the system. She then broadened her search and found my appointment had somehow been moved to tomorrow, Tue. the 3rd at 10 AM. This wouldn't work as I would be at my job which is on the opposite side of town. I calmly explained that the appointment was setup over a month ago. She replied roughly that she wasn't sure what happened but there was nothing she could do, and that the best that she could do was try to squeeze it in sometime that afternoon. As I intended to wait on my vehicle, this wouldn't work as I had other errands to run that day. She then began going through my short list trying to explain that due to my car being a brand new model, it required a specialized tech to diagnose and repair it. Furthermore, she continued to say that any of the rattle issues would be charged to repair. I tried to explain that I was told the point of the follow up appointment was to address any concerns with this BRAND NEW CAR I had just purchased. You don't need a specialized tech to find and fix a rattle, not taking into account everything in this new model is reused from other models that have been around 2-3 years now. Nope, was sternly told to basically pound sand and wait all day or reschedule with no sincere apology or the like. Additionally, she stated that the complimentary visit was for and I quote "people and cars with, like, 200-300 miles, not 2500". When I asked that I thought VW, like pretty much every manufacturer, offers a 12k mile or 1 year basic bumper to bumper to address things like this not including wear items, she responded flatly "nope". I will have to go back and double check my owners manual to confirm, but that's just a rotten deal either way considering my last two hyundais had a few rattles that were promptly and immediately fixed without issues. Might I add that through this whole process there wasn't a smile or concern, just frantic frustration shown. At this point, I couldn't wait all day and did not know a good date to reschedule, not that it would appear to matter anyway, so I just cancelled the appointment and left. So, for Service I give them a 1 star since I couldn't get past the wall of Nicole Benoit to even attempt to receive services in the first place. Maybe she should consider taking some time off to cool down before she chases away a good amount of business. Checking Google reviews, it would appear I am not the only one that has received this level of disservice from her. Oh well, as for me, I will take my service business to another dealership in town. More

I lost $6,000 purchasing a used car here. I'm just going to let my experience speak for itself. Hopefully this helps some other people. Skip to the last paragraph if you want the final concl I'm just going to let my experience speak for itself. Hopefully this helps some other people. Skip to the last paragraph if you want the final conclusion without the detailed narrative. I recently bought a car at West Houston Volkswagon Dealership (Saturday, 10/29/2016). The car was a 2008 Nissan Rogue SL with 81,000 miles on it. Prior to purchasing the vehicle, I specifically stated that I did NOT want to buy a car that had been in an accident. The salespersons assured me that the vehicle I was looking at had not been in a wreck or accident, and showed me the Carfax documentation, which matched his description. The original sticker price of the vehicle was $8,900, but they sold it to me for $8,125. On Tuesday (11/1/2016), just three days after purchase (and no driving incidents of any sort), I had to take the car to a mechanic because it was making a weird “clanking” noise. After performing an initial evaluation, this independent mechanic stated that the car had obviously been in a wreck of some sort. He showed me that there were multiple new parts beneath the car that had already been replaced - parts that under normal wear and tear do not need replacing by 81,000 miles (if at all). Though he mentioned that other things needed fixing, the main piece this mechanic recommended repairing was the crossmember, with an estimated cost of $2,500. Immediately after receiving this news, I drove straight to the dealership and asked to speak with the manager (or someone in a position to help me) and that I wanted to return the car. They stated that only the manager could help me, and that he was gone for the day and would not be back until Thursday (11/3/2016). When I confronted the car salesman who sold me the car with what the mechanic had found, and reminded him that I had purchased the car only because I believed it had not been in an accident, his only response was, “I don’t know, I am only the car salesman,” and that they “only go by Carfax.” I waited two days until Thursday morning and called the dealership again, but was only able to talk to two people who said they would let the manager know and that he would call me back. I never got a callback that day, and when I tried calling again at different times (in case no one was available the first time), no one would pick up the phone, and I couldn't leave a message because the voice mailbox was always full. I called again on Friday (11/4/2016) and again asked to talk to the manager. They transferred me to a man who was not the manager (though possibly an assistant manager). After listening to my story, he started laughing and said, "To be honest with you, you will never be able to speak to the manager - he is a very busy man." I'm going to assume that he was laughing out of embarrassment, and not because he found my distress amusing. He did give me a phone number that he said was his boss’s manager, which I called and left a voicemail containing my contact information and a request for the recipient to return my call. I am still waiting to receive a callback. Later that same day, I took the car to yet another mechanic for a more in-depth analysis. On top of the crossmember, he found even MORE issues, a few of them included the transmission and struts. His final conclusion was that if he finds one more thing wrong with the car, he would simply recommend that I get "rid of it," and that it wouldn't be worth over $2,000 as a trade-in. Given what I'd already paid for this car, I was upset. I drove to the dealership on Saturday evening (11/5/2016), hoping to speak directly with the manager and get some sort of mitigation for the loss I've incurred, and one of the (assistant?) managers simply told me "this is an isolated incident" and "there is nothing we can do for you." My case is simply not important enough to warrant the manager's time. I also requested a copy of all of the paperwork that I had signed because I realized they hadn’t given them to me at the time of purchase. This manager stated that he “did not have access to them” at that time because they were “in a cabinet,” and that I would have to follow-up with him again the following week in order to retrieve them. So, I basically have to drive to the dealership again just to get the forms that I should have been given the day I purchased the vehicle. I am very unhappy. The cost of additional essential repairs to the car that I purchased for $8,125 at the West Houston Volkswagon Dealership is so high that the independent mechanic didn’t think they were worth making, but if I trade it in now, the most I may get for it is $2,000. I basically just lost $6,000 (and that's not even counting my time spent and the independent mechanics' fees I incurred while figuring all this out). This dealership has access to their own mechanics, and I can't believe that when they processed the vehicle before putting it up for sale, that they somehow missed the (to a mechanic) blatantly obvious fact that this vehicle sustained extensive (and expensive) damage in some sort of accident that did not make it onto the Carfax history. But knowing this, and also knowing that I was not willing to purchase a vehicle that had been in an accident, they sold it to me anyway. More

Bought a used car in bad condition Do not buy your next used car here! I was sold a used car with lotts of issues. Russ sold my friend and I bad used cars. All he cared about was making Do not buy your next used car here! I was sold a used car with lotts of issues. Russ sold my friend and I bad used cars. All he cared about was making the sale. Do not believe carfax either. My car was in a wreck but carfax didn't list it. I could go on about all the work I've put into this car. Do not do business with these people! Now I'm stuck for 6 years with this car. More

USED CAR PURCHASE WENT THERE TO VIEW A USED BMW CONVERTIBLE THAT WAS RATED ON THE PHONE AS LIKE NEW CONDITION,,,, THE CAR HAS A CHECK ENGINE LIGHT ON THE A/C DID NOT WO WENT THERE TO VIEW A USED BMW CONVERTIBLE THAT WAS RATED ON THE PHONE AS LIKE NEW CONDITION,,,, THE CAR HAS A CHECK ENGINE LIGHT ON THE A/C DID NOT WORK, USED CAR MANAGER DID NOT EVEN CARE TO COME OUT, DEALERSHIP HAS TERRIBLE FINANCING SOURCES, I LIVED IN KATY 35 YEARS AND HAVE NEVER BEEN ABLE TO BUY A CAR HERE I HAVE EXCELENT CREDIT. More

HORRIBLE, INEPT, PATHETIC SERVICE DEPARTMENT. PLEASE DON’T LET THE 4.6 STAR RATING FOOL YOU – THAT ONLY APPLIES TO SALES – NOT THE SERVECE DEPARTMENT!!!!! First and foremost if I could have given PLEASE DON’T LET THE 4.6 STAR RATING FOOL YOU – THAT ONLY APPLIES TO SALES – NOT THE SERVECE DEPARTMENT!!!!! First and foremost if I could have given them negative five stars I would have. After completing maintenance to my vehicle, VW went against my wishes (as I had given them in previous services) and washed my car. I came to pick up my vehicle and found it covered in soapy residue from the car wash. While this didn't anger me, it frustrated me - isnt the goal to clean the car, not leave it dirty? What did anger me was when I opened my trunk later that night, I found TWO 8 in long starches that corresponded perfectly with streak of the soapy reside. Upon further investigation of my car, I found it littered with these types of scratches. When I informed West Houston VW, I was told to bring my car in to have it looked at. What a waste of time, the Service Manager (I only use manager in the sense it is his official title - not how he handled the situation) CHRIS ASSELIN basically called me a liar about the scratches and proceeded to grandstand that his employees (the same ones who washed a car a left it covered in soapy residue) were in capable of this type of incompetent workmanship. He proclaimed that they used leather chamois to wash the car – even the weekend warrior car wash guy who has watched ONE detailing video knows better because THEY SCRATCH AND LEAVE SWIRL MARKS IN YOUR PAINT. The ONLY reason why they even attempted to rectify the situation was because they didn’t want the negative feedback scores from the survey I submitted. CHRIS ASSELIN told me to bring in the car, that he would have his make ready team polish out the scratches that there is no way his team caused just to appease me. When you think polish out, you assume that they are going to remove (or polish out) the trace of the scratches. NOPE, the either didn’t do a thing, or just put a little wax on the car to try and soften their appearance. Once I submitted this to VW care, they said our hands are tied and the GM won’t return any correspondence. So if you are dead set on a VW, NEVER EVER EVER bring your car in to have it serviced. They will damage your car and leave you holding the bill…VW Care wont do a thing. YOUR ONLY RECOURSE is litigation….GUESS WHAT West Houston VW – A picture is worth a thousand words. And pictures of the before and after – DO HOLD YOU ACCOUNTABLE for damage to my car …MR. Asselin. PLEASE BE SMART AND DON’T BUY A VW – Makes Comcast’s Customer Service look phenomenal by comparison. More

great sales experience Just purchased a '14 Jetta. Couldn't be happier with the experience. No pressure, fair price, and great rate. Was shown several options. Took the time Just purchased a '14 Jetta. Couldn't be happier with the experience. No pressure, fair price, and great rate. Was shown several options. Took the time to listen to my needs and concerns. More

Went here as a result of a referral. Bad experience from the minute I entered. The sales guy was rude, nasty and sacastic. They really need to find young dynamic people with good customer service skills as the minute I entered. The sales guy was rude, nasty and sacastic. They really need to find young dynamic people with good customer service skills as sales people. Not only did the guy insult me, but also made caustic remarks about everything me and my wife said. I would NEVER ever go here again for buying a pre-owned car. There are other dealers who are way better than these guys..DO NOT GO here!!! More

This guy was friendly and most importantly genuine. He told everything with all honesty and tried his best to get me a good deal. He was never rude and exuded passion for selling cars. I will call him a R told everything with all honesty and tried his best to get me a good deal. He was never rude and exuded passion for selling cars. I will call him a Rockstar!! try to look for him because he is genuine and will do everything to earn your business. Best part about him, he greets every time with a pleasant smile.Best sales person ever! More

My wife and I purchased a 2013 Jetta from West Houston Volkswagon and we are very satisfied with the car as well as the service we were provided. Our salesman Marco Perez was very kind and personable and Volkswagon and we are very satisfied with the car as well as the service we were provided. Our salesman Marco Perez was very kind and personable and did his best to make sure we received everything we were looking for. West Houston Volkswagon will definitely be where we buy our next Volkswagon! More