Geno Largo

**Extremely disappointing experience with Volkswagen of Tracy – Particularly the Service Department** I honestly don't know where to begin with how disappointing my experience has been with Volkswagen o Tracy – Particularly the Service Department** I honestly don't know where to begin with how disappointing my experience has been with Volkswagen of Tracy's service department. My 2024 VW Taos was brought in for repairs, and what should have been a straightforward service experience turned into weeks of frustration, poor communication, and a complete lack of customer care. I completely understand that parts can be delayed and that certain circumstances are outside the dealership's control. What I don't understand is how a dealership can leave a customer without a vehicle for weeks and make virtually no effort to provide reasonable accommodations or even consistent communication. Throughout this entire process, I had to repeatedly reach out just to get basic updates. I asked multiple times about the status of the part, whether it had shipped, when it was expected to arrive, and when I could realistically expect my vehicle back. Instead of receiving proactive updates, I was often met with vague responses such as "I'll update you when it arrives." The loaner situation was equally frustrating. I explained multiple times that being down a vehicle was creating significant difficulties for my family. My wife and I had already experienced a similar situation with her ID.4 at this same dealership, where we were initially told no loaners were available until a mistake on the dealership's end somehow resulted in one suddenly becoming available. With my Taos, I spent weeks asking whether anything could be done. The service department repeatedly told me they were working on securing a loaner, but nothing ever materialized. Eventually, the responsibility was pushed onto my extended warranty company, with the dealership explaining that providing transportation wasn't Volkswagen's responsibility and suggesting Enterprise as an alternative. I understand the limitations of an extended warranty. However, customer service means making an effort to help customers navigate these situations, not simply passing the responsibility along. What really took this experience over the top was the communication toward the end. After repeatedly following up for an ETA on my own vehicle, I received a response stating, "I can't keep updating your family." Excuse me? I'm the customer, and I'm asking for updates on a vehicle that has been sitting at your dealership for weeks. Apparently, expecting basic communication about your own vehicle is too much to ask. I've tried to remain patient and respectful throughout this entire process. I've acknowledged the service advisor's efforts, thanked him for updates, and understood that some things were outside his control. But patience has its limits, especially when you're paying a car payment, dealing with additional transportation expenses, and receiving very little in return in terms of customer service. What's especially disappointing is that we've now had repeated negative service experiences with BOTH our Volkswagen vehicles at this location. I've owned and serviced vehicles with other manufacturers, including Kia, and the difference in customer courtesy and accommodations is night and day. A loaner vehicle shouldn't feel like an impossible request, and customers shouldn't have to chase down their service department for basic information. **My recommendation: If you're considering purchasing a Volkswagen, think twice about where you'll be taking it for service.** The experience after the sale matters just as much as the experience when they're trying to sell you a vehicle. Volkswagen of Tracy has left me extremely disappointed, and based on these experiences, I would have a very difficult time recommending this dealership to anyone. A vehicle can have mechanical issues. That's understandable. But poor communication, dismissive responses, and a lack of customer care are choices. Unfortunately, that's what I've experienced here. More

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Great costumer service. Very pleased with the service I received from the front desk staff. Highly recommend this dealership. Very pleased with the service I received from the front desk staff. Highly recommend this dealership. More

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The dealership service advisors always feel like they are pushing to sell services and the services are very expensive. A maintenance for Volkswagen ID4 that includes flushing brake fluid, changing cabin air pushing to sell services and the services are very expensive. A maintenance for Volkswagen ID4 that includes flushing brake fluid, changing cabin air filter and replacing coolant is quoted at $1500. The dealership also makes it clear that if we don't get the maintenance done every 10,000 miles at one of the Volkswagen dealerships, then it voids the warranty. The maintenance is much more expensive than getting the maintenance done for ICE car like a Toyota Camry or Honda Accord. More

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