Luis Torres

Very disappointing and unprofessional experience with the sales team at Volkswagen of Downtown Chicago. I made an appointment several days in advance to look at a pre-owned vehicle. When I arrived, the vehi sales team at Volkswagen of Downtown Chicago. I made an appointment several days in advance to look at a pre-owned vehicle. When I arrived, the vehicle wasn’t ready and hadn’t even been washed. Having worked at dealerships myself, I understand that when a salesperson is motivated to make a sale and provide a good customer experience, the vehicle should be ready, clean, and fueled before the customer arrives. Instead, we waited more than 20 minutes before the vehicle finally showed up. Once we inspected the vehicle, we liked what we saw and specifically brought up that we were interested because it was advertised as a Certified Pre-Owned vehicle. Luis Torres immediately told us that it was not CPO. I pulled up the dealership’s listings on two or three different websites, all advertising the vehicle with a 2-year/24,000-mile limited warranty. His response was simply that it was a mistake on their end. At that point, I decided to shake his hand and leave. A sales manager approached us and tried to understand what had gone wrong. The best they could offer was a 12-month/12,000-mile warranty. We decided to stay and see if we could make the numbers work, test-drive the vehicle, and potentially move forward. Up to that point, things were going reasonably well. However, before the deal was even finalized or signed, Luis Torres asked me to leave him a good rating on DealerRater and Google. This felt extremely premature and uncomfortable considering the experience up to that point. It seemed more important to him to secure a positive review than to actually complete the transaction and ensure we were satisfied customers. We eventually reached the point where we were waiting to go into finance. Nearly 30 minutes later, the salesperson returned and told us that while the vehicle was being washed, it had suddenly thrown a check-engine light. I was told that a service technician would inspect it first thing the following day and that I would be kept updated. Unfortunately, the communication afterward was just as disappointing. Throughout Saturday, Luis Torres was extremely difficult to get information from. I had to repeatedly text and call just to try to get basic updates. It felt like I was having to chase the dealership for answers rather than the salesperson proactively communicating with a customer who was in the middle of purchasing a vehicle. Eventually, Luis left my last message on read and stopped communicating altogether. Overall, this was a terrible customer experience. If I could leave a lower rating, I would. What concerns me most is the fact that the vehicle was advertised across multiple websites as Certified Pre-Owned with a 2-year/24,000-mile limited warranty, only for us to arrive and be told that was a mistake. That raises serious concerns about the accuracy of the dealership’s online listings and whether other vehicles advertised by the Murgado Automotive Group may have similar discrepancies. There were multiple opportunities throughout this process for the dealership to make things right, communicate professionally, and earn my business. Unfortunately, they failed at each step. I would strongly recommend customers carefully verify the advertised CPO status, warranty, and other vehicle details before making the trip to this dealership. More

Print

Luis was great and very helpful! He made the entire leasing experience very easy and smooth He made the entire leasing experience very easy and smooth More

Print

Melissa helped me navigate the new technology in my Atlas today! Very knowledgeable and helpful would definitely recommend her! today! Very knowledgeable and helpful would definitely recommend her! More

Print

I had a bad experience with another dealership, and going into my visit with VW, I was hoping it would be better than the first. It was! Luis helped me find a car that was perfect for me. We tried a couple d into my visit with VW, I was hoping it would be better than the first. It was! Luis helped me find a car that was perfect for me. We tried a couple different vehicles and I eventually landed on a Taos. It unfortunately got sold, but Luis updated me over the weekend, and continued to help me find the right match directly after. We havent found the exact match yet, but he continues to send me new vehicles and I couldn’t be happier. I’m now waiting for the perfect car, but I have been very happy with how VW has treated me! More

Print

I had a great experience with Luis! Made the process easy. Would work with him again! Made the process easy. Would work with him again! More

Print

Muchas gracias Luis muy amable nos ayudó mucho y nos informó mucho! Cuando busque otro carro volveré informó mucho! Cuando busque otro carro volveré More

Print

Luis was the most knowledgeable, kind, and non pushy salesperson I’ve ever encountered! Thank you for making buying a car fun! salesperson I’ve ever encountered! Thank you for making buying a car fun! More

Print

Luis Torres did an amazing job helping me purchase a new vehicle. Reassured me that it was great choice and convinced me that I was in good hands. Needless to say I am excited and thankful for his patience vehicle. Reassured me that it was great choice and convinced me that I was in good hands. Needless to say I am excited and thankful for his patience and guidance! More

Print

Luis was very welcoming and kind from the start. He was sweet, attentive to what we were looking for, and helped us a lot throughout the process. Everything felt smooth and stress-free—highly recomm He was sweet, attentive to what we were looking for, and helped us a lot throughout the process. Everything felt smooth and stress-free—highly recommend! More

Print

Please avoid this dealership. I canceled my warranty and they are refusing to refund me. I canceled my warranty and they are refusing to refund me. More

Print