Drew Ricci | Page 2

Wellesley Volkswagen responded

It’s wonderful to hear that servicing your Volkswagen Tiguan Limited went smoothly and that Drew was so helpful. We’re glad the clean, relaxing environment and reliable WiFi added to your comfort. Thank you for choosing us again and sharing your positive experience.

Wellesley Volkswagen responded

Thank you for your review, Joel. While we understand your frustration, we do feel it is important to provide additional context regarding this situation. The vehicle was recently purchased from a Ford dealership and was brought to us with numerous pre-existing concerns shortly after the sale. Despite not being the selling dealer, we made every effort to accommodate the repairs and assist in turning the vehicle around properly. During our inspection, craftsmanship-related issues were identified that prevented us from being able to warranty the control arm bushings through your third-party extended warranty. Because of this, the vehicle was returned to the selling Ford dealer for replacement of those items. In addition, we utilized your third-party extended warranty — not a Volkswagen-backed contract — to repair multiple components that required attention and had not been addressed prior to the sale of the vehicle. This included replacement of the steering wheel, steering wheel control buttons, the 5F module, and the entire infotainment unit. To state that we “didn’t bother looking for the problem” is simply inaccurate considering the amount of time, diagnosis, repairs, and component replacement involved throughout the process. Due to the extent and cost of the repairs, a third-party inspector was required to physically inspect the vehicle before authorization could be granted. Unfortunately, this process added additional time, as approvals had to be obtained through a warranty company we do not typically work with. Nonetheless, we chose to put our best foot forward and work through the process in an effort to help resolve as many concerns as possible. We also waived numerous hours of diagnostic time throughout the process, despite certain concerns either not being duplicable during testing or not being covered under your extended warranty contract. Our goal throughout the repair process was to assist in resolving as many issues as possible while minimizing additional out-of-pocket expense. With that said, we do feel a negative review directed toward our dealership for pre-existing conditions and repairs that should have reasonably been identified prior to the vehicle being sold is somewhat unfair. We apologize for the inconvenience and delays experienced throughout the process, and we genuinely wish you the best moving forward. All the best, Drew Ricci Service Manager Wellesley Volkswagen 781-237-3553

Wellesley Volkswagen responded

Thank you for recommending our service department. We’re glad Drew and Karl offered friendly, efficient assistance, clear communication, and completed your Volkswagen service on schedule. We appreciate your kind words about our waiting area and look forward to helping you again.

Wellesley Volkswagen responded

It’s wonderful that Alisha made the Honda Civic service process enjoyable with her helpful insights. We appreciate your five-star rating and look forward to assisting you again.

Wellesley Volkswagen responded

Delighted to know your Volkswagen Atlas service was on time and our team kept you informed throughout. We’ll share your kind words with everyone who helped and appreciate the recognition. We look forward to assisting you with your Atlas needs in the future.

Wellesley Volkswagen responded

It’s wonderful to know that both our sales and service teams provided excellent support. We’re glad our sales staff demonstrated the expertise to make your Volkswagen Golf GTI purchase straightforward. Thank you for the 5-star rating and we look forward to assisting you again.

Wellesley Volkswagen responded

We’re glad to hear Sam provided clear communication and attentive service for your Volkswagen Golf GTI. It means a lot that you felt well supported. We’ll be ready to assist you again whenever you return.

Wellesley Volkswagen responded

Hello, thank you for sharing your experience. We’re glad Drew and Karl addressed your concerns so promptly and thoroughly during your Volkswagen service visit. Please let us know if there’s anything else we can assist you with.

Wellesley Volkswagen responded

We’re thrilled to see both our service and sales teams met your expectations. Our general manager was eager to go above and beyond for you. We appreciate you trusting us with your Volkswagen Taos and the 5-star review.

Wellesley Volkswagen responded

Thanks for sharing about your experience with Wellesley Volkswagen. We appreciate your business and hope to see you again soon!