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November 2023 by Sean Andrews
About as bad of an experience as I could imagine. I brought my less than year old Tiguan in to fix the display/GPS that was malfunctioning. Not only did it take 5 days (no loaner vehicle provided) to investigate, the car was returned dirty and with multiple giant scratches on driver side, passenger door. Service manager assured that this would be repaired back to original condition and kept the vehicle for another 4 days. I returned to pick up the vehicle and the scratches are still visible. It looks like all that was done was buffing out the scratch rather than sanding/new paint, which I was told would be performed. Very disappointed from entire experience and feel like I am in a worse position that when I brought the vehicle in 2 weeks ago. Extended repair timelines, poor quality, and not delivery what was promised is not what you expect from VW branded service departments.
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November 2023 by Coco USA
One star because I can’t put less.RUN AWAY from this place!1- I took my car on Monday because my engine light was ON. It took them 10 days to just take a look a it.2- My tires needed to be changed so we proceeded with that service. When I got the car back after driving 1 minute, the light for « pressure » came ON, because they didn’t finish the setup properly. I was offer to take the car back to fix it at my own expense ($150). After I did some research by myself I found out that the only thing I had to do was push a button in my glove box to take off the light.3- See picture with the review. I drove my car in with brand new metal rim. Got the car back after the service with a HUGE scratch. We watch the video together and Victor agree that it wasn’t here so I will be offered to get that repair, 2 days later got a very rude call that they changed their mind and even with the video proving the scratch wasn’t here I was wrong and they won’t repair it …4- My microphone had a minor issue so I asked them to check it. They charged me $235 for something they did to tell me, sorry we can’t fix it what we did didn’t work !!!I’m very upset and disappointed by a brand name car dealer.
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November 2023 by Stephanie Tizon
I had a horrifying experience at the Volkswagen Service Department of Santa Monica on September 26th, 2023. Their lack of transparency and negligence regarding my front brakes left me deeply concerned for my safety and that of others on the road.Throughout my interactions with their service department, they failed to inform me or provide any documentation about the condition of my front brakes. Even the invoices and documents I signed made no mention of any issues. To make matters worse, they even put the wrong VIN on my invoices, which raises suspicions.What's even more alarming is that they allowed me to drive off their premises multiple times with zero front brakes. This shows not only their negligence but also their complete disregard for customer safety. This is an extremely serious matter that should not be taken lightly.When I brought up the battery light issue, which was a result of them having my car for a week and draining the battery, they refused to take responsibility. Instead, they attempted to charge me for a new battery. Their unwillingness to acknowledge their mistakes and rectify the situation appropriately is highly disappointing.I have ample evidence, including photographs, videos, and invoice records, which clearly demonstrate the neglected front brake issue and the potential risks associated with driving in such a dangerous condition.The consequences of driving a vehicle with compromised front brakes are severe, as confirmed by another repair shop I visited. They were shocked that I was allowed to drive with such a dangerous condition. I had visual evidence that took them only five minutes to notice. I was distraught and even had to seek therapy due to the risks posed not only to my life but also to other road users.I am deeply disappointed in Volkswagen, a company I assumed prioritized customer safety. Both the service department and Volkswagen are liable if their negligence leads to accidents or injuries. I strongly advise against trusting this service department with your vehicle.
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November 2023 by Shauna-Maria Andolina
Kemberly is always welcoming and professional. We appreciate her communication. Review for the actual service: We pre-scheduled a very early morning appointment for a basic maintenance check (only because of mileage — the only thing we asked them to look at was how the middle console was clicking shut & they said they didn’t get a chance to look at that all day…) We were the last car/person there after the closing hour. Our car and appointment was pushed back the entire day for some reason.
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November 2023 by Stephanie T.
I had a horrifying experience at the Volkswagen Service Department of Santa Monica on September 26th, 2023. Their lack of transparency and negligence regarding my front brakes left me deeply concerned for my safety and that of others on the road.Throughout my interactions with their service department, they failed to inform me or provide any documentation about the condition of my front brakes. Even the invoices and documents I signed made no mention of any issues. To make matters worse, they even put the wrong VIN on my invoices, which raises suspicions.What's even more alarming is that they allowed me to drive off their premises multiple times with zero front brakes. This shows not only their negligence but also their complete disregard for customer safety. This is an extremely serious matter that should not be taken lightly.When I brought up the battery light issue, which was a result of them having my car for a week and draining the battery, they refused to take responsibility. Instead, they attempted to charge me for a new battery. Their unwillingness to acknowledge their mistakes and rectify the situation appropriately is highly disappointing.I have ample evidence, including photographs, videos, and invoice records, which clearly demonstrate the neglected front brake issue and the potential risks associated with driving in such a dangerous condition.The consequences of driving a vehicle with compromised front brakes are severe, as confirmed by another repair shop I visited. They were shocked that I was allowed to drive with such a dangerous condition. I had visual evidence that took them only five minutes to notice. I was distraught and even had to seek therapy due to the risks posed not only to my life but also to other road users.I am deeply disappointed in Volkswagen, a company I assumed prioritized customer safety. Both the service department and Volkswagen are liable if their negligence leads to accidents or injuries. I strongly advise against trusting this service department with your vehicle.
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October 2023 by Genevieve
Love VW Santa Monica. The staff and location make it my favorite dealership location. They do great work and go the extra mile. Shout out to Tiffany in the call center. She has the BEST customer service and is SO warm and helpful every time I call. I genuinely look forward to talking to her haha.Bonus! They have an Illy Coffee Machine in their lounge. Complimentary high quality espresso drinks while you wait! That’s a step up from any location I’ve been to.Thanks VW Santa Monica!
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October 2023 by Rey Diaz
Full disclosure, this is the first time I’ve written a review, and for good reason. Mrs. Bridget and her team are on a whole different level when it comes to customer service! I didn’t make it easy on them either! My unique situation prompted me to conduct my business solely online and from about 12 time zones away. Despite all this, Mrs. Bridget worked with me and I was able to purchase exactly what I wanted. In the end, I am extremely satisfied with my purchase and the level of service I received. I cannot thank Mrs. Bridget and her team enough for everything they’ve done! THANK YOU SO MUCH!!! I wish you all the very best!
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September 2023 by chelsea russo
Kimberly was great! She was so nice and efficient. Santa Monica VW was able to get me an appointment much quicker than other locations and completed my service in a timely manner. Definitely coming back.
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September 2023 by christina hughes
My experience from beginning to end was a great one. From the beginning, the young guy who checked me in for my oil change was knowledgeable and friendly to the sales manager, Inez, finance manager, Johnathan and Bridget all very professional and worked together to assist me in walking out with a new vehicle that day.
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September 2023 by Christina H.
HIGH FIVE to 3 awesome employees, BRIDGET, INEZ , and JOHNATHAN. These 3 worked with me around the clock and assisted me in driving off with a brand new vehicle. Bridget and Inez worked hard to make sure I chose the vehicle that worked best with my budget, daily usage/purpose and made sure I actually got approved. They were not pushy or persistent at all (like other salespeople) they left the ultimate decision completely up to me. After my mind was made up and I had been approved, Johnathan patiently explained my warranty and went over all the documentation in detail. I walked out as a beyond satisfied customer and I will definitely be returning to this dealership for all my future needs. Side note: This dealership is 1000% better than the Downtown LA VW dealership. They are the worse and Santa Monica out-beats them x10!
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September 2023 by Jamie Shindler
This dealership is the reason I won’t be leasing from VW for the 4th time. I went in 1 year ago to fix my air conditioning. It took 2 weeks. Then 3 months later it broke again. I bring my car in again, they have it for a full month, which I had to argue with them to give me a rental car for. They give me the largest car on the market- can’t fit it in my apartments parking spot. I then pick up my car after a month, and notice they banged up my dashboard, and my light on the gear shift is out. It took them 8 months to get the new part in to replace my dashboard. Finally, today, I had my appointment to get that fixed, along with my gear shift light. I give them my car at 8am. 430pm comes and they let me know my car is ready but they need to order the part for my dashboard and it’ll take another few weeks.To top it off, they tell me I have to get there before 6 and return the rental car they gave me today, or else I’ll be charged. They took the entire day to apparently “plug in the cord that lights up the gear shift.”No apologies, ever. They acted like this was a normal experience, which it probably was for them.
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September 2023 by Tomika H.
UPDATE - THIS DEALERSHIP IS THE WORSTA couple of weeks after I took my new car for the original service, it began to malfunction. My horn would not sound and the info-tainment display started to glitch. I took it back in.Alma promised a loaner vehicle, as I had an appointment that I could not miss. No loaner was ever given. I missed my appointment and was without a vehicle for 3 days. I had to constantly reach out for updates, as no one initiated updates to me along the way.Once, I arrived to pick up my vehicle, I asked for the contact info of the dealership owner. The GM refused to provide it. He instead took my info and never followed up with me. They never even sent the post-service survey via email.The very worst part is that my car has continued to glitch.DO NOT GET YOUR VEHICLE SERVICED AT VOLKSWAGEN SANTA MONICA.
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September 2023 by Corbin Z.
First of all: Don't buy a VW. They are not made in Germany but sourced out all over the world. Mexico is the primary facility of assembly. I have three friends who have had problems with brand new VWs, including me.Second, Bridget Stennis, the sales manager of VW Santa Monica, is one of the rudest people I have every met in my life in the world of customer relations and service. Incomprehensibly rude and egotistical. Raises her voice and repeats herself again and again. Moreover, the service department smiles and promises things and never delivers, according to my sources. This is one of the worst dealerships, for one of the worst vehicles, I have ever encountered in my life.
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September 2023 by Lillian Z.
I have been leasing cars from this dealership for the past six years. What keeps me coming back:1. I hate dealerships that have really annoying sales people that keep you in the store until you finally give up now, and settle on a deal. I like that I can text the salesman and we can discuss basic deal terms before I have to waste my time coming in. I am working and in tons of meetings so I don't have time to sit there for three hours discussing something that can be discussed over text. 2. Since I lease my vehicles anytime I have issues with it I can easily schedule a service time and they actually take care of my car usually without charge in the warranty. Also, I like that they offer you a free Lyft ride so you don't have to hang out at the dealership and when you are ready, they will pick you up. Really great service.
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September 2023 by Maddie ay
Alex took great care of me! He responded to my phone call immediately. He got me the appointment I wanted he made sure the job was done perfectly and made sure I got my car back earlier than expected. He is a great asset to your company I’ve been with Volkswagen for almost 25 years and he’s one of the best people I’ve worked with.