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January 2024 by Juli Finnila
The service rep, Kosta, was fantastic! He listened to my concerns, offered valuable suggestions and even followed up a few days after I picked up my car. Also, he arranged an Uber ride for me to get back to work, which was greatly appreciated.
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December 2023 by Evelyn Cruz
Went right before Christmas to look for a family car. Armando helped us through the entire process making sure we felt welcome and got the best deal for us. He made sure we felt comfortable to ask any questions and always answered thoroughly. Definitely made the experience of buying a car for the first time less anxiety-inducing. Ask for Armando !
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December 2023 by Annmarie Capazzoli
I’ve been going to this dealership for a couple of years now. Ask for Lynn in sales. He is the most helpful, honest, genuine person! I have bought 3 cars from him! Would highly recommend if you want a smooth transition into your new car.
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December 2023 by Gerardo Cerda
Started off with Jose the sales person. We agreed on terms and price. Once we were closing he tries to raise the price. So I walk out, then he did the classic "let me speak to my manager, see what he can do" comes back and agrees.We traded in our car which had equity. They said we will receive a check no later than 40 days. It's been close to 4 months and they haven't given us our check. After them dodges us, our calls and e-mails..We talked to the manager Neil , who said.. " oh the check has been sitting at our desk" HOW CONVENIENT RIGHT? he said he will mail it.. we are yet to receive it. He is now dodges our emails and calls. Now they are saying oh the check is “Happening” that was their response. What does that even mean?Shady, SHADY PLEASE. Very dissatisfied with how they do business. This is your warning to go else where!
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December 2023 by Victoria Towns
I chose this rating because I had the Volkswagen Care package which covers my vehicle up to 100,000 miles in coverage for oil changes. I explained this to the dealership upon arrival yet was asked to pay full price. After my husband called the employee ran the same vin numbers provided to him and found my coverage plan. I don't know if there was a glitch in the system but thorough work was not provided on my end. The service itself on the car was fine. I would say customer support needs improvement.
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November 2023 by Giant Coreopsis
the service department appears to be understaffed. It's very difficult to get a question answered on the phone so that I can make an appropriate appointment. When the service department orders parts, they promise to call me when the parts are in, then they do not call, and in one instance they gave the part to someone else and had to re-order it. Service at the department is slow compared to other repair shops. Communication with the customer is poor. I waited two hours to get an oil change because they sent me a text message I did not know I was receiving instead of leaning over the desk and telling me my car was ready.. I rarely get a call back when promised.
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November 2023 by Leota Rhaburn (Dreamer191)
Overall Jeff was great.My only concern was the rental car i had to pay out of pocket until my car was diagnosed.Coming in for a 2pm appointment cannot guarantee that they had time to get the service done before the end of day. Person that took the appointment should have advised.
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October 2023 by Cameron H.
Avoid this place at all cost. I bought a used 2017 VW from them exactly a year ago and you would have thought I went to a "sleazy used car lot" with the experience I had.Immediately after purchasing, I noticed the car would shake when breaking any speed 60mph and over. This was because the car was sold to me with glazed rotors. I was told by two other shops it is "standard practice of care" to replace the rotors and break pads at the same time. I noticed the carfax stated VW of downtown LA had replaced the pads, but not the rotors. When I brought this to their attention, they offered a very small discount and forced me to pay out of pocket.About a month later, we got heavy rain in LA and I quickly noticed there was a leak in my trunk. I had to bring my car back in for this not once, but twice since the issue was not resolved the first time. Overall, my car was there for 2-3 weeks and guess what, I had to pay $1,100 even though it was sold to me in this condition.They claimed these two problems were not their responsibility as they only had to fix "safety issues" on cars over 100k miles before selling them (this car had 103k miles). After all this, I was left wondering how a certified VW dealership could care so little about their customers. Even if these were not safety issues, the fact I had to pay over $1,500 total for these fixes is crazy. They may not have known about the leak, but not replacing the rotors seems to have been done knowingly to save them a few hundred dollars.I must say their service center was great. It is their sales staff that has no regard for customers after their job is done. Hope you find this helpful and at least choose another location when it comes to used vehicles.
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October 2023 by Kaylie C.
Wonderful experience! Kola & Armen we're very helpful and made the experience overall amazing! Special thank you to these guys!! To put in detail they were understanding, patient, kind, accepting, explained everything well! Very thankful for that. I LOVE MY NEW CAR XD
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October 2023 by Genevieve
The service here is always great. The employees are all friendly and respond to my concerns properly. I came today to get my flat tire changed, and with the warranty i had, im only paying for the work to change it, they will also be making sure my spare tire is up to standard once again. Also, the waiting area is comfortable and has water/coffee. I do feel valued and respected as a customer.
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October 2023 by Andrea Marcos
This review is specifically weighted towards Armen in the Finance department at VW DTLA. However, the dealership could also improve it’s relationship and communication with Volkswagen corporate.I went in July 10, 2023 to lease a used 2022 Tiguan R-line and Armen convinced me to buy it at a very high price (just $3k lower than the price of that new car 1 yr earlier) because demand for new Tiguans was much higher than supply. And the economics made sense of lease vs buy.Anyways, I paid all the fees for the dealership to take care of everything with change of title, DMV registration etc. I signed all the paperwork and got the car (delivered by Jose Rosas who has been great on his end). I was told by Armen that I was going to get a copy of everything in a welcome packet within 2 weeks.Fast forward 2 months later and after calling multiple times (6x) to the dealership to get a hold of Armen to get the copies of all the paperwork I had signed, I had only received a single SMS with the instructions on how to set payments with the bank that was set up for the financing. And Armen was either never around or “too busy handling end of month reports”. He never picked up the phone, btw I just got this message from a colleague of his.Thankfully Jonathan in the Finance department was able to send me a digital copy of all the paperwork (again after multiple times of trying Armen and giving up).It’s been almost 90 days, I’ve paid off the loan entirely and the bank cannot send me the title of the car that I now fully own because VW DTLA hasn’t sent them the title of the car since it doesn’t have the title fromvW corporate. And my license plate is about to expire because of the same issue (DMV doesn’t have the title to send me the license plate).I am a full-time working mother of 2 toddlers and if there is something I really hate is chasing down people to do their jobs. So to sum up, I don’t recommend VW DTLA at all. I have been a loyal member of VW Santa Monica for the last 10 years and the service was so much better. Unfortunately they didn’t have the car I wanted.Hope this review helps for people deciding between VW dealerships. Do not use DTLA.
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October 2023 by mehran mansuri
I had a great experience with Nancy and she was very professional and friendly. the whole process was quick, and she gave me an excellent introduction to all feature of the new car. 100 percent satisfied.
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October 2023 by Heidi
I was very happy with how the people at VW DTLA (both in service and sales) handled my situation and helped me eventually find the right car for me. Especially grateful to my salesman, Lynn Williams who got me exactly what I wanted! Thank you Lynn for going back and forth to make sure that I was comfortable with what was being offered to me. Really appreciated this experience that I was anticipating to be very painful and stressful.
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October 2023 by Alexa S.
My bad review is only for the (Armenian ) financial advisor , sorry I didn't have time to catch his name . Everyone else was so attentive Bryan our sales rep and Angie showed us the vehicle we wanted to purchase let us test drive it . I was promise a $3,500 0ff incentive because it was a 2023 vehicle . Finally , the financial advisor came in for maybe less than 2 minutes and told me that with VW credit I will pay a 14% because of my Fico score ! I said no thank you ....I will go with my credit union which offer me a 6.9%, he said great , but no $3,500 off which was promised. Got up and left ! Our sales rep Bryan did call us an apologized for his rude behavior. We went to Pasadena Volkswagen purchase the same model yesterday
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September 2023 by Nick E.
Lazy, evasive, shady, and dismissive are just a few of many words I could use to describe the parts & service employees at Volkswagen of DTLA during my recent experience.If you wish to read my full review, feel free to keep going. Bottom line: Do yourself a favor and avoid this dealer at all costs.Full disclosure, I've never written a bad review in my entire life about any business anywhere. I'm a pretty easygoing person, but I'm compelled to speak out this time. I don't feel taken care of by this dealer. Not even a little bit. Instead of walking me through options, they simply sent me an estimate of $7800, but after looking into the issue a bit, it seems there was an extended warranty on the specific part that had catastrophic failure on my Jetta.Nearly 3 months later... And my beloved car's still sitting at VW DTLA while I've been working with the BBB Auto Line to resolve the warranty issue. It appears my odometer was keyed in by the dealership at 120k instead of 101k to avoid fitting into the warranty requirements. Granted I'm pleading a case with a warranty that's expired by 1 year, but with my Jetta under 120k, it gave me reason to plead a goodwilling case. When I addressed opening this type of case, it all turned shady. The BBB requested a photo of my odometer, but when I returned to the dealer, my key was "missing". The front desk employee urged me several times to try back next week since the locksmith was not in. How convenient! I stayed behind at the dealer while my girlfriend went home to grab our spare key. I let him know they could stop "looking" as she'd be back in 30 with it. Not even a few minutes after mentioning this, my key was suddenly "found". I could be looking into this too much, but since the start, nothing's felt right about this business. They failed to give me confirmation that any type of case was open with VW North America even through the Service Manger stated to me in person (after asking 5 times) that he did in fact attempt to open a claim. Again, not replying to my emails or phone requests for proof so I could use it in my conversations with BBB and BAR. The only thing I heard back was "when can we expect you'll be able to tow your car out of the dealer if you're not having us repair it" after ignoring my calls, emails, and texts.Honestly, I don't know if General Manager Neal Goldman is aware of what's going on, but every time I tried to ask to meet with him, I was told he's either "not in" or "busy".My VW contacts from other dealers outside VW DTLA seem convinced that if the GM opens a goodwill case with VW North America that this could all be cleared up in a matter of days. Then at least I'd have a case number or even a copy of the email they received allegedly denying my case. I've had many Volkswagens. I've always loved them and had great experiences with them. Hate to say it, but I may have to move on from VW altogether if this is how they treat loyal customers. Perhaps VW service on the west coast isn't the same quality as the east coast, but who knows? Either way, VW DTLA has lost any chance at having a lifetime customer.
