James Dianna

I had an oil leak on my 2021 Volkswagen Tiguan that my local repair shop couldn’t fix and I was advised to take it to a dealership. I had the vehicle towed to Casey on July 24 and had a scheduled appointm local repair shop couldn’t fix and I was advised to take it to a dealership. I had the vehicle towed to Casey on July 24 and had a scheduled appointment for July 25 at 9 AM. After waiting all day on Friday, I called the service department to see if there was any update on my vehicle and to know what to expect how much the cost of repair would be. I was told that my service advisor would give me a call later on that evening to let me know if there were any updates and I never received a call. Saturday, July 26 I called in the morning to see if there were any updates since I hadn’t heard from my service advisor yet and he didn’t even know that my car was there. He told me that they consider it a no-show and because it wasn’t there at Friday at 9 AM and that he didn’t know where my car was (after being towed in the afternoon beforehand) nor do they do tow ins on Saturday (even though my vehicle was towed in on Thursday). After going back-and-forth all day on the phone with my service advisor trying to figure out where my vehicle was, my last step was to call and speak to a manager before calling the police to report a stolen vehicle. Within five minutes after I hung up the phone with the general manager Travis, he called and told me he had found my vehicle. About an hour after I spoke with Travis my service advisor called to tell me that the reason why they couldn’t find my vehicle was because it was moving back-and-forth between the Volkswagen lot and the Subaru lot next-door, which was not true. Fast-forward to Monday, July 29 and my car is finally been diagnosed and the service advisor calls me to give me my total of the repairs. I received a phone call on July 31 stating that my vehicle was repaired and I told them that I would pick it up on Friday, August 1. Friday, August 1 I went to go pick up my vehicle and the total was $200 more than what I was told it was going to be over the phone and nobody knew what the additional $200 charge was for they removed it, and I am appreciative of that. Upon speaking with the service manager, Jimmy and stating all of this and telling him that I was frustrated and that there needed to be better customer service all I got was “we can give you a free oil change when you visit again”. Bold of him to assume that I would ever step foot back in this establishment after the emotional distress that this place put me in a week ago. Let alone his condescending tone. There definitely needs to be more training and a better SOP. I do not recommend Casey Volkswagen for service. More

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