MATHEW PEASE

Fox Valley Volkswagen of St. Charles responded

Knowing your purchase of the new Golf GTI exceeded your expectations is rewarding. We’re honored you’d recommend us to your family.

Fox Valley Volkswagen of St. Charles responded

Hello Jennifer Thank you for taking the time to share your experience and, more importantly, for speaking with me personally via email and by phone. I completely understand how frustrating it must have been to bring your vehicle back to our service department twice within such a short period of time, especially knowing that you purchased the vehicle for your daughter. As a dealership, we never want a customer to feel uncertain or lose confidence in a vehicle they recently purchased. When the first concern occurred, our team at Fox Valley Volkswagen of xx. Charles brought the vehicle into our service department and completed the necessary repair at no cost to you. Unfortunately, a faulty clamp related to the repair triggered the second check engine light and required another visit. I certainly understand the inconvenience this caused, and we again addressed the concern at no cost to you. I also offered a complimentary vehicle detail and oil change as a goodwill gesture. It wasn't meant to minimize what you experienced, but rather to show that we appreciated your patience and wanted to do something additional for the inconvenience. Regarding the extended service contract mentioned in your review, additional coverage was offered as an option at the time of sale and was discussed again after the purchase. My understanding is that the coverage may have been declined based on the additional cost, which we completely respect. Extended coverage is always optional and ultimately the customer's decision. At Fox Valley Volkswagen of xx. Charles, we take a great deal of pride in the new and pre-owned vehicles we sell and the customer experience we provide. Our used vehicles go through an inspection and preparation process before being offered for sale. While unexpected mechanical concerns can still occasionally happen with a pre-owned vehicle, we believe the true measure of a dealership is how it responds when a customer needs help. In this situation, we stood behind the vehicle, completed the repairs at no cost to you, and continued communicating with you throughout the process. I wish we could have completely restored your confidence because earning our customers' trust before, during, and after the sale is extremely important to me and our entire team. We want every customer who purchases or services a vehicle at Fox Valley Volkswagen of xx. Charles to know that we are here for them after they leave our dealership. Whether someone is purchasing a new Volkswagen, a pre-owned vehicle, or simply visiting our Volkswagen service department in xx. Charles, our goal is to build a long-term relationship and provide an experience that makes them comfortable returning to us. Thank you again for your business, your patience, and for speaking with me personally. We truly wish you and your daughter many safe and enjoyable miles with the vehicle, and our door is always open if there is anything we can assist you with in the future. Eddy Jasim General Manager Fox Valley Volkswagen of xx. Charles

Fox Valley Volkswagen of St. Charles responded

It’s wonderful to have your trust for 20 years. We’re glad our friendly, no-pressure approach has made your Volkswagen Tiguan purchase and service visits so positive. We appreciate your loyalty.

Fox Valley Volkswagen of St. Charles responded

Austin, thank you so much for your kind words and for taking the time to share your experience with us. We truly appreciate your support and are grateful for your future recommendations. It means a lot to our team to know you found everyone helpful and kind. Thank you again for choosing Fox Valley Volkswagen of St. Charles, and please let us know if there is ever anything we can help with in the future, whether it’s sales or service. Thank you Eddy Jasim General Manager