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November 2023 by Kate Liautaud
Took our car here after our ignition switched locked. Was told it would take 3-5 days to fix. We are going on now 1 month.. between the part being on back order then when it came to installation they found another part needed to be replaced & neglected to inform us. Seems like pulling teeth to get any updates or information from this location. I’ve spoken to so many who have had the same experience with overall lack of care & communication. The manager Graham Nelson has a “no fault” attitude & seems to set the precedent for lack of care throughout the team. Service providers like Pam who we’ve had the unfortunate experience of dealing with have made us wish we had simply gotten the unavailable voice message box again. After nearly a month of additional time projected & double the cost projected, the only accommodation offered was for us to “trade in the car” if we were so desperate. It’s poor service under poor management at its finest. I would HIGHLY suggest driving the extra hour for another location or seeking out local mechanics with foreign car expertise. We will never make this mistake again & will go out of our way to let others know that this has been an unimaginably unfortunate experience for us.
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November 2023 by Tina Eide
Honestly I had a very stressless time there. They didn’t pressure me into a sell and they were very good about giving me all the information about my vehicle so that I could understand what I was going to drive. I was very comfortable with the sells and finance departments, and also the sells manager was excellent in showing me the car and his experience test driving it. All and all I could not have experienced a better sell and customer experience, thank you!!
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November 2023 by Jeanne Arendell
It was a delightful experience. Dan and all the employees were friendly and knowledgeable. I am so glad we stopped there first while car shopping. I highly recommend our local VW dealer.
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October 2023 by Tracee R
I was recently there for a replacement of my driver side floor mat clip. I was first told I could come and pick up the part and when I arrived they told me that it had to be installed as it is a warranty part. I then had to schedule the appointment for the following week. Was told it would only take 15 mins for installation. Arrived day of my appointment 15 mins early, was then told it would take around 30-45mins because they are backed up. The appointment then took almost 2 hours! They completely over booked for the day. There was zero communication, no apologies for the delay and I had to finish removing the trash in the car after they gave me the keys back. This was the worst experience I have had to date from the service department. Unfortunately it also appeared that it was all new staff with in the 1 year of me purchasing my new car, so maybe more training is needed. Very disappointed.
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October 2023 by Tracy Palmer
Service department wont answer phone, won't return phone msgs, and salesman gave them a note that I had tried calling and they still didn't call me back. Went to dealership stood in service area and called them on the phone. Of course, the phone rang and both individuals looked on in amazement. Worst service area and I had to drive over 40 miles just to check on my car. Gave me a quote of 441 dollars, told them that my insurance would cover anything over 250 dollars and picked up my car and it was 660 dollars.
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October 2023 by April Taylor (LadyA)
I am so grateful to Jeremy and his team for making my vehicle buying experience an amazing one. The customer service me and my family received from the moment we stepped onto the lot through the purchasing process went above and beyond what we expected. I will definitely recommend this dealership to anyone I know who is looking to purchase a vehicle. Thank you again for all that you have done.
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October 2023 by Conner P.
Good luck if you go here for service. The one star is because Zack (service rep) actually is a genuinely nice guy, but this place is a mess. Attempted to have my TDI serviced here for a warranty covered issue. Never received a phone call or update after 10 days in the shop. Turns out the part was back ordered and parts/ service techs knew this from the start and simply refused to communicate that because the dealership was going to eat the cost. Had to call over 30 times in 3 days to get someone to pick up the phone. Eventually just went in and picked up the car to have another dealer complete the fix. Take your car to Panama City or Pensacola. In the hour drive you'll save days (or weeks) in time and hassle. This place is run by ghosts, and no one will pick up the phone.
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September 2023 by Michael Ramirez
I scheduled an inspection along with an oil change and a tire rotation. They said it would take 2 hours and it took them 7 and a half hours. They did not inspect anything and just charged me $160 just to say I needed to spend another $800 on new tires. I took it to a different mechanic and he replaced my bad wheel bearing and solved my issue. On the paperwork where it lists the customer's complaint they wrote up an entirely different complaint as if they mixed up the paperwork. I tried explaining what happened to the manager and he refused to do anything about it. I asked if I could get a refund on the $160 inspection if i bought the tires and my issue still wasnt solved and he said no. Don't give these people your money they aren't trustworthy. I've been going here for years and I will not be going back.
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September 2023 by El SNOWFLAKE
The customer service was thorough and professional. They were knowledgeable about the mechanics of the vehicle and what caused the issue.
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September 2023 by Wilar Ransom
Zach and Darcy were extremely helpful! They were friendly, courteous, and very professional. I had a great experience and would highly recommend them to anyone!
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August 2023 by Jo Anne Schwab
It was a very stressful experience for us to have to buy a car for the first time in my life, without the assistance of my late husband. The men at our dealership were incredibly helpful and made it easy for us.
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August 2023 by Jacob Runge
Was almost a great experience until i got yelled at in finance for a simple question about the loan . The finance worker and my sales person were great. However their sales manager shouted at me for a simple question I asked. My we owe part took over a month to get done and they never called me back on it. The sales manager was great initially until it became time to close the deal. When I went and got the we owe done I was told it would be done in 2 hours. Instead it took over 7 hours and they forgot to tell me the truck was done.
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August 2023 by REYNER RODRIGUEZ
This is a continuation from my previous review...Mr. Matt Sanfillipo instead of offering to show us other inventory on his lot, stayed on his phone with minimized eye contact while we were explaining the situation and favoritism. He kept his eyes on the phone, looking up periodically while texting on his phone and repeating "yup, you are right, yup you are right and as you mentioned first come first served"... using my quote "first come first served" as I was explaining that per Lauren( the girl who called me first) the vehicle wasn't sold yet, papers weren't officially signed but the potential buyers credit was run earlier. I asked him if they kept track/notes in the system of ppl who were inquiring about this particular car and why we weren't told earlier that there is a person who is inquiring about the same vehicle and is getting his credit run, so that we can be left with the decision to take a 2 hr trip one way and 2hr trip back. Mr. SANFILLIPO carelessly said "you were informed when the vehicle was sold", I said but the girl told me that the car wasn't sold yet and he said and "that's why she is no longer with us." Which means he fired this girl for being put under pressure by us and telling us the truth, as him and David could care less that our time was wasted traveling there and back, losing 4 hrs...all while they were helping each other make a sale because Jeremy was off and Jeremy's customers (us) were just a back up plan in case this guy's sale didn't go through (David's customer) "who apparently per Mr. SANFILLIPO, has been there at 10am this morning getting his credit run and was waiting for his wife to be the co-signer"... which when you put all this together, Mr. SANFILLIPO knew at 10am about a potential buyer and MOST DEFINITELY KNEW by 3:30pm that there is a buyer or high interest in the vehicle and when he received the text message from Jeremy (which he showed us on his phone) that we were on the way, he failed to contact us to inform us that we could be taking a risk driving our there 2 hrs for a vehicle that is almost sold. In any case, I do not know who gave him his position, but the professionalism wasn't there, the customer service and care wasn't there and sales skills weren't there either on Mr. SANFILLIPO's end. That is not how you treat a customer who traveled 2hrs one way (4hrs total), to purchase a vehicle from your dealership, you need to learn how to establish trust and honesty with your customers and not play us with favoritism and dishonesty. I'll file a complaint with The Better Business Bureau as well as your corporate office and I hope you get caught being a sneaky, shady, lying sales or general manager, who not only mistreats customers but also his own employees!
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July 2023 by Katie Priestley
Great customer service. Quick work! Will definitely be trusting VW Fort Walton Beach with future services.
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July 2023 by Chris Schaeuble
I chose this rating because of all the measures people take to ensure that the service being done to my vehicle are not only done correctly, but I am kept informed on anything else that is found during inspections or repairs. I love the level of communication that is done between myself and the service workers.
