Joshua Lane

Overall, the experience was positive because all the people I dealt with were friendly and accommodating and ultimately provided the service we needed on our vehicle. However, it took 3 days to complete people I dealt with were friendly and accommodating and ultimately provided the service we needed on our vehicle. However, it took 3 days to complete a repair that I was told would likely take 5 to 6 hours. I understand that some repairs take longer than expected, but my main complaint is that the repair wasn't even started until the 3rd day. If I'm scheduling a service appointment 3 weeks in advance, don't have me drop the vehicle off for repair if you're backlogged two days. Contact me and offer to reschedule my appointment, so I'm not spending three days trying to ensure a family of 4 is getting where they need to be because we are down 1 vehicle. Doesn't this defeat some of the purpose of schedule a service appointment? This caused a lot of frustration and inconvenience, and also puts the service providers in an unnecessarily uncomfortable position when customers aren't happy. I do appreciate that we were offered a loaner on the 3rd day by Josh. Joe, Scott and Josh were amazing to work with. I just think the system needs to be evaluated, especially for non-critical repairs like ours, which was simply a warranty repair and recall. Hope this feedback helps! Thanks! More

by bryanrushing20 Verified Customer Verified Customer

Report | Print

Everyone was very pleasant, and the service was fast. Something Serra may want to consider is adding value to the visit by offering a car wash. The two previous dealers (out of state) I used both had th Something Serra may want to consider is adding value to the visit by offering a car wash. The two previous dealers (out of state) I used both had this service, and it was a nice personal touch. Just a suggestion! More

by kcovington2 Verified Customer Verified Customer

Report | Print

Scheduled a recall appointment for 2022 Atlas. My preferred time was a Friday afternoon because I get off at 11am. Secretary told me that I could not come at 11am because this type of recall requi My preferred time was a Friday afternoon because I get off at 11am. Secretary told me that I could not come at 11am because this type of recall requires the vehicle to be at service center early morning no later than 9am. Okay, I follow the instructions.... I figure out a way to drop my car off before the service center opened because I have to work 7a-11am. Once service center opened, I called to notify them that my car & keys was on the premises for the 8am (ish-dont remember the exact time) appointment. Mgr. confirmed receiving my keys and seeing my car, then told me it will take about 3-4hours for the repair. Cool. I get off work at 11am, (job 45 mins away from dealership) grab lunch, then get dropped off about 1pm. My thoughts are that my car should be ready or almost ready based on my conversation with the secretary about the time frame provided from the manager of the service center. I pull up and notice my car is parked in the parking lot near the service center. I tell my ride to leave because I see my car, which means its ready based on the time frame that was provided, and my car is parked. I approach the desk, identify myself... at that time the manager notified me that my car was NOT READY AND HAS NOT BEEN TOUCHED YET. Be mindful I asked to bring it after 11am and I was told NO. I spoke with the manager that morning myself about the time frame. I understand things happen, but this is a total inconvenience and all it would have taken a simple phone call to COMMUNICATE that the service dept was behind. No call from no one. I waisted my time trying to accommodate their early morning request and pickup time. I still had to wait another 4hours. THIS IS UNACCEPTABLE. All it took was communication. The manager proceeded to tell me that they won't be able to get it to it today. He was short staffed. The gentleman that performs this service is out to lunch. He won't have time today. They don't perform this type of repair on Saturdays. I EXPLAINED TO HIIM WITH GREAT DISSATIFACTION THAT THIS WAS UNACCEPTABLE. I need my car, and they should've communicated that before my arrival. I was livid! I asked my ride to return, rode off for a couple hours after the manager agreed to have it done by 6pm same day. I returned and waited in the lobby for a little over an hour. Wasn't offered NOTHING... Not even a sprite nor bottled water. This location customer service is ridiculous and needs great adjustment. Unfortunately, this is the only Volkswagen center on this side of town. The lobby is not pleasant to sit in, IT'S NASTY... NEEDS DEEP CLEANING. When my car did make it to service, it was in the first bay on the left. Whole time the tech that was servicing my vehicle and another tech was goofing off, just playing. From a customer perspective, that's part of the problem... playing. Service these vehicles, get to work. Manager demeanor was pleasant, but service provided was unacceptable. Adjustments need to be made to this service department. More

by Mrs. R Verified Customer Verified Customer

Report | Print

Pretty good dealership. . Busy at times, they try to get you in and out quick. . Busy at times, they try to get you in and out quick. More

by clintjustic Verified Customer Verified Customer

Report | Print

Staff was friendly and did the service quickly. I was pleased with my experience. The waiting area was small and I wasn't comfortable so I went across the street. But Still I am pleased with the I was pleased with my experience. The waiting area was small and I wasn't comfortable so I went across the street. But Still I am pleased with the service at VW. More

by treylee1 Verified Customer Verified Customer

Report | Print

They are always so kind! Specifically Joe in the service department is such a big help! Specifically Joe in the service department is such a big help! More

by tylerlove011110 Verified Customer Verified Customer

Report | Print

Joe is the best service advisor ever. Services I requested but didn’t need? Joe let me know! Services I needed? Joe got them done! Couldn’t be happier or more satisfied. Maybe one day I’l Services I requested but didn’t need? Joe let me know! Services I needed? Joe got them done! Couldn’t be happier or more satisfied. Maybe one day I’ll be able to bring my car in for just an oil change. More

by Steve Verified Customer Verified Customer

Report | Print

They were able to work me in quickly and ran a diagnostic test on a car I was looking to buy. test on a car I was looking to buy. More

by heyjudy99 Verified Customer Verified Customer

Report | Print

Great service. Thank you Serra Volkswagen. Not sure why there is a 15 word minimum, but thanks for the good service. Thank you Serra Volkswagen. Not sure why there is a 15 word minimum, but thanks for the good service. More

by noah.kinnell Verified Customer Verified Customer

Report | Print

Great workmanship, Great customer service, True professionals, Love the clean restrooms. Have to recommend Loved our experience! professionals, Love the clean restrooms. Have to recommend Loved our experience! More

by milesdm77 Verified Customer Verified Customer

Report | Print