Nick Irving

I am baffled by the lack of customer service I received. I brought my car in on a Sunday night for a Monday morning service (my car was reading that my door was open when in fact it was not and therefore wa I brought my car in on a Sunday night for a Monday morning service (my car was reading that my door was open when in fact it was not and therefore was throwing the ebrake on while I was driving). Monday morning I was told that the part I needed wouldn’t be in until Friday. VW was nice enough to give me a loaner car in the meantime and we all agreed I would bring the vehicle back Saturday morning and pick up my personal car. I got a call Thursday mid morning that my car was ready already. Normally i’d be thrilled that it was ready early (my cars nicer than the loaner), but I was scheduled to work from 8am-midnight on Thursday and Friday. I do not have a job that I can simply just leave and therefore did not have the ability to drive 25 minutes there and back to switch cars without notice. Lana, the service rep who I was in contact with, explained that they needed the car sooner and couldn’t wait till Saturday and she offered to send someone to me to switch out the cars. I thought they were being nice and portraying above and beyond customer service.. until 2 weeks later when my left speaker started blaring a machine gun sound without warning and with the car shut off (thankfully without my babies in the car bc their eardrums would be gone).. I called to inquire about bringing it in and asked what if I needed a loaner car again.. I was told at this time that the manager, Nick Irving, whom I never once spoke to before, put a note in my file that “this customer is no longer allowed loaners.” I called to speak with him today thinking there must be a misunderstanding and am taken back by how rude he was. Lana had apparently told Nick that i was refusing to bring my car in for four days, when I simply said that I could not make it in until Saturday morning (as we initially agreed on), which would have been 2 days… Nick never once spoke to me himself and as we just finished our conversation, he informed me that they have a 24 hour return policy, which was never explained to me, nor did i sign anything stating that I understood that policy when i got the car . Rather than listening to me and treating me like a valued customer and understanding that maybe there was a misunderstanding amongst all this, he told me that his employee would not lie to him (bc that never happens). Not once did he Show any empathy or compassion or try to remotely understand where I was coming from.. He very unpolitely informed me that as a manager, he does not need to contact me himself bc he pays people to do that. he spoke to me in a completely degrading tone and made it painfully obvious that he did not care about me as a customer. I have owned my Volkswagen for four years now and have had an ample amount of problems.. this was the first time in those four years that I had asked for a loaner car (out of safety for my children) and my experience was less than pleasant… I’m extremely disappointed in the customer service at Volkswagen Danvers from both Lana and Nick. More

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Came in for 10k service. Service advisor explained what was included in the 10k service and Approximately How long it would take for the service to be completed And also aske Service advisor explained what was included in the 10k service and Approximately How long it would take for the service to be completed And also asked if I had any concerns or questions. While I was there, I also added an additional service To keep my vehicle in tiptop shape. My service advisor was professional, courteous, and even set up a shuttle service so I can get some breakfast. The whole service experience was Exceptional. The service website to make, and modify appointments was very convenient and straightforward. I was able to add the services that I like for my appointment. Overall 11/10. I trust there expertise. What made it even more special, Brendon came and said hello. Thank you! More

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And here is why you should never go to Kelly Volkswagen: I got a call from the service manager. He said who he was and asked angrily if I was the one who left a negative review for Kelly. I asked him if t I got a call from the service manager. He said who he was and asked angrily if I was the one who left a negative review for Kelly. I asked him if the first question he should actually be asking me was how my experience was with his service department. He then said he listened in on my call but them proved he could not have because he did not acknowledge what I had been asking about and the issues I was raising. He also said the web site was incapable of handling requests for recalls, but the web site does not let the customer know what. He also lied about what the form letter from Volkswagen said. After explaining why all of this matters to the customer, he angrily told me that I was never welcome to take my car to Kelly ever again—because I pointed out why things matter to the customer and because of my negative review. So, instead of trying to help sort this out, and appreciating the feedback about how to help other customers, he told me to never visit a Kelly dealership again. Great customer service! More

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Always great service every time I come in to get my cars checked out. I have a 2018 VW Tiguan and a 2021 VW Arteon. Many thanks to the service department at Kelly VW! checked out. I have a 2018 VW Tiguan and a 2021 VW Arteon. Many thanks to the service department at Kelly VW! More

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Great Service Showed up at the dealer on a Friday, without an appointment. The waiting room was busy. I was hoping to get an oil change, my cars first one. Service Showed up at the dealer on a Friday, without an appointment. The waiting room was busy. I was hoping to get an oil change, my cars first one. Service Tech explained what was typically included with the cars first scheduled maintenance. Since this was included when I bought the car, I was happy to hear they were willing to do the work even though I didn't make an appointment. They even took care of some software recalls. Plenty of seats in the waiting room, coffee, water etc available. Great experience. More

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Great Service Dave as always does an excellent job as a service writer. Also no one is better than Don, my favorite technician. These folks are great people. Luv th Dave as always does an excellent job as a service writer. Also no one is better than Don, my favorite technician. These folks are great people. Luv them all! More

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Worst customer satisfaction The dealer that exists just to make money , no help at all, bought 1 car from here and had 3 friends buy cars too. Currently dealing with my brand New The dealer that exists just to make money , no help at all, bought 1 car from here and had 3 friends buy cars too. Currently dealing with my brand New Atlas and I have a case open with VW of North America, the dealer refuses to even put the car which has warranty on the lift because they do not hear the noise or they believe what I am reporting is normal. The car has warranty and I am showing a problem that many other Atlas owners are experiencing and even commenting on every single Volkswagen post on social media and forums. Service manager should get more training on CUSTOMER SATISFACTION. More

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Excellent Customer Service Truly exceptional ! Excellent costumer service, professional, honest and detailed . I have no worries when my car needs service. Over all this deale Truly exceptional ! Excellent costumer service, professional, honest and detailed . I have no worries when my car needs service. Over all this dealership is # one. Thank you Rachel DaSilva you are perfection when it comes to customer service.Nick Irving is very hands on and very approachable and professional & Pleasant. I am very happy with Kelly VW. More

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2014 VW Passat Good Afternoon, I Want To Thank Very Much To Tara Arnold For Texting And Calling About The Update On My 2014 Volkswagen Passat. She Is Very Informal Good Afternoon, I Want To Thank Very Much To Tara Arnold For Texting And Calling About The Update On My 2014 Volkswagen Passat. She Is Very Informal About The Situation About My Vehicle. I Came Into The Dealership Where I Bought About Two Months Ago On A Saturday Afternoon Without An Appointment About Ice And Snow On My Rims. She We Will Take Care Of It No Problems Because The Vehicle Was Shaking And Vibration Down The Highway. But I Mention Another Issue About The Vehicle That The Rear Window Defroster Was Not Working Probably And It Will Take Time To Diagnostics The Problem. So She Gave Me A Loaner Car With No Questions At All. That Was Stressful Free With No Hesitations At All. That is Excellent Customer Service. Thank You Again From A Kelly Volkswagen Client More

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Checking Out My Heat And A/C Good Afternoon, Thank You Very For The Service And The Youtube Video. It Show Me How To Correctly Use My A/C And Heater. This Is Excellent Custom Good Afternoon, Thank You Very For The Service And The Youtube Video. It Show Me How To Correctly Use My A/C And Heater. This Is Excellent Customer Service And Commutation, Let's Customer Of What Is Going On. Thank You Again From A Kelly Volks. Customer..... More

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