Shannon Sousa

Worst experience. Will never go back. I was a 10 year returning customer before this. I had a scheduled appointment at 9am Friday to have my oil changed, transmission Will never go back. I was a 10 year returning customer before this. I had a scheduled appointment at 9am Friday to have my oil changed, transmission fluid flushed, brake fluid flushed, and a tire rotation. (About $800 total estimate cost, which I’m happy to pay for at the VW dealership because you think you are being taken care of). I arrived at 9am and provided my key to the staff, like usual. He tells me to wait for a service advisor to get me. No problem. It is now 9.50am and I have seen new arriving people get serviced ahead of me. I ask for help, and after the staff speak among themselves, I was informed that I have been forgotten. I explained my frustration as I have a newborn and scheduled this to fit in my day. They are understanding, but I am forced to wait even longer. I didn't leave until 10:10am (1hr 10min to drop off my keys and sign for the services I already pre ordered). They say they will text me when it’s ready. I don’t get a text until 5pm saying I have to pick up my car before 6pm or I have to wait till tomorrow. (this is very frustrating as I can’t make it there in 1 hour). The following morning (Saturday) I get dropped off at the service center. I paid at the counter and picked up my keys. I noticed they compensated my oil change (which was a nice gesture for the extended delay yesterday). When I tired to start my car, my car did not start (This car always turns on). I went back in to ask for help. They explained they only have 1 service advisor and I will have to wait. I am waiting in the coffee room and I overhear a VW repair tech (still in his tech scrubs) talking to a VW sales rep about how he never gives 100% at work cause they are playing the system and are laughing about slacking off at work. They are both completely oblivious I can hear everything. (At this point, I am very upset and disappointed to have thought my local VW professionals actually cared about the work they do and the customer’s cars they are servicing to be safe on the road. A service advisor by the name of Dan, comes to help me assess my car. He is able to start my car up. I explained this is very odd as my car didn’t turn over when I attempted it moments before. We thought maybe the battery could be the issue. We checked the service sheet together and saw that they listed “performed battery test” during my service. No other notes were listed regarding the test. (I assumed that meant the battery is good , as nothing stated otherwise. I asked for him to test the battery so we can know for sure. He tested the battery. The battery tested at a caution level, which means it needs replacing. I questioned him if they actually performed the battery test they claimed they did on my service sheet because there was no mention my battery needed to be replaced. Service advisor, Dan became defensive and upset at me for this. I then asked if they can perform the battery replacement for me while I’m here, so I can be safe to drive home. Dan gave me a very rude and sarcastic response such as: how am I suppose to know what services my car needs done and how my car is safe to drive away as is now. I explained that my car didn’t start a moment ago, and the battery test confirmed I need to replace my Battery. I brought my car to get serviced and your service sheet says they performed a battery test. But somehow my battery is dead when they (the dealership) had it over night. To top it off, I am asking to pay for a battery replacement and I get grief about it, like I am inconveniencing his day with the additional service request. I quickly left as Dan was not willing to help. I drove straight to a car parts store and replaced the battery myself. My experience at VW Doritos Bros Walnut Creek showed me this place does not care about you, nor your time, nor the safety of your car. At this point, I don’t trust them with my car nor do I trust their integrity. I will never come back nor recommend this place to anyone. Stay away! More

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As soon as I stepped out of the car, Marina, was right there to help me. there to help me. More

by PMARUKORDH Verified Customer Verified Customer

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Shannon and her team of service writers have done an excellent job of keeping my Tiguan on the road. Very professional. excellent job of keeping my Tiguan on the road. Very professional. More

by MUMMAHOME Verified Customer Verified Customer

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My service advisor was horrible, no contact and delayed starting. The manager made it better. starting. The manager made it better. More

by morod24 Verified Customer Verified Customer

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The Staff was knowledgeable and friendly, I was advised on every aspect of the service being provided regarding my vehicle. on every aspect of the service being provided regarding my vehicle. More

by gregorybivens1 Verified Customer Verified Customer

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Excellent team everyone is so friendly. excellent customer service. They make me feel so comfortable. Love to comeback. excellent customer service. They make me feel so comfortable. Love to comeback. More

by JOSEAYALA08 Verified Customer Verified Customer

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Buying the VW GTI at Dirito Brothers was a very good experience. The sales staff explained all of the cars features. They answered all of our concerns and were very polite. We had a great experience. experience. The sales staff explained all of the cars features. They answered all of our concerns and were very polite. We had a great experience. More

by ALLPHIN Verified Customer Verified Customer

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Sean represents Dirito Brothers in a very professional way. Shannon oversees and makes appearances, personalizes her interaction and seems to know what is going on. It is convenient to make an online appo way. Shannon oversees and makes appearances, personalizes her interaction and seems to know what is going on. It is convenient to make an online appointment. 1PM appointments are good for me, and I like to wait for simple services. 1PM never works for the dealership, when you get there. Please don't offer 1 PM appointments, when the dealership doesn't want to offer and can't deliver.. More

by ERMMP Verified Customer Verified Customer

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Knowledgeable, courteous and friendly staff. Great to work with. Easy to book service appointments. Kept to timelines. Great to work with. Easy to book service appointments. Kept to timelines. More

by JAN.GURSKE Verified Customer Verified Customer

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Always the best service at Dirito Brothers. The reason why I will never go anywhere else. The reason why I will never go anywhere else. More

by SIMPSIONI Verified Customer Verified Customer

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