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January 2024 by Paulla G.
They registered our vehicle incorrectly with the state. It was not registered as a truck AND the plate number was wrong. When I called to discuss the situation with the "closer" I was told we need to work with the state and no apology was given. When we went to the DMV they were shocked this dealer was making us responsible for their error.Also, the battery of the vehicle was bad and the buying process was unnecessarily long. We had a pre-approval and they tried to sell a higher interest rate. Not until we said no we want this rate they magically made it happen. Needless to say, we will never do business or recommend them to anyone.
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December 2023 by Destiny S.
horrible. I went in for an oil leak issue. Was told that I would have to pay $189.95 for a full diagnostic. That payment is supposed to go toward any service repair price. I received a call 4 hours later asking for permission to perform an oil change and the price would be $109 for that. I asked if I let them do the oil change, would my total now be around $300. I was given the run around and told that changing the oil may indicate the pressure issues but people typically stop here due to the bill amount. I became confused and went to get my car. I brought my boyfriend and he was then told that everything was free. the service rep also indicated that he told me that the diagnostic was a courtesy and I declined further service after he told me he was topping my oil off for free. That is NOT what I was told. why would I decline oil/service if it was free ?? no, I declined service because I felt as if I was being bamboozled. I have a receipt for a $3,000 quote for repair but NONE of the issues were oil related. As we are leaving the rep then says "but yeah you guys do have an ongoing oil leak". YOU DONT SAY ?!?!?! Also, they claimed my battery is completely bad, although I purchased it recently and I still don't have issues turning over my vehicle. I am completely dissatisfied with my service.
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October 2023 by Allen K.
Absolutely terrible! I bought this $24k SUV and I have had to bring this vehicle in 3 separate times within the same month. 1) The rear bumper dillo has fallen off and needed to be replaced. 2) Then, the plastic clips for the sunglass visor broke. They replaced the visor, but forgot to install the plastic trim that attaches with the sunglass visor. The fringe from the fabric started unraveling. They did not complete the job at all. They never double checked their own work to verify everything was 100% satisfactory before returning the vehicle. 3) Then, the mechanics left dirt and grime around the visor and within the fabric. Once they cleaned the driver side area, they completely made a new spot on the passenger side! So they had to bring my vehicle back in to the shop to get cleaned a 3rd time! WITHIN THE SAME HOUR!! Randy, the service manager, tried to make it seem as if "his crew" wouldn't have done a job like that and it probably was the owners wrongdoing. Little did Randy know, I took pictures of the affected areas, prior to bringing my vehicle in. So when Randy tried to pull a fast one on me, and said "the job was complete", I showed him the new dirt and grime "his crew" had made on the passenger side AFTER they cleaned the drive side. That showed me Randy, the SERVICE MANAGER, doesn't even double check "his crew" or the work they're performing. Poor management material to allow "your crew" to finish a job, have the Service Manager return the vehicle back to the owner, and tell the vehicle owner "the job is complete." Randy is not about customer service. He's about numbers! How many cars can he get and get out during his shift to meet his quota. That's his game.
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October 2023 by Dana P.
We recently bought a vehicle from City. I kept seeing stickers boasting 2023 VW Dealer of the year. I seriously would like to discuss with VW how this is decided. I would never recommend anyone buy a car from here. I had to do most of the leg work on-line to find the car. I put $1000 down to hold the car, did much of the paperwork ahead of time and was under the belief that all I had to do was finish the paperwork once the vehicle arrived. Because of the professional group to which I belong, my price was supposed to be set, I had to explain this to the salesperson, initially and was still haggled a little. When I made it clear that I knew what I was talking about, the pressure was dropped. We drove 2 1/2 hours to get to the dealership. I had to text the day before to be sure the car was there and would be ready. Then the day of, I was texted to be sure I was coming! They already KNEW what time I was coming... and had some of my money already!! Upon arrival, they looked shocked that I was ready to sign and go. (Seriously. I had done ALLLLLL my homework and knew what I wanted. This dealership would not trade with my local VW dealership, so we cut the chase and drove there.) We did change our method of payment, but that resulted in "a push of a few more buttons," (as they put it when we asked if it would be a problem.) While there, we were told multiple times we were next in to sign the paperwork in the finance office. As we waited, they stressed the importance of us giving them 5 stars and even sent me the links to all the review sites. Then. They slid in a family to fill out all their paperwork before us. This took nearly an hour. They did use this time somewhat wisely and took us out to set up some of the features of my new vehicle. BUT they forgot to remove "Matthew's iPhone" from my Apple Car play - more about that later. The VW app was supposedly not working on the VW end that night, so I was told I would be sent video of how to set that up later. I'm still waiting for that, but it's only been 1 business day, so I'll give them a little slack, I witnessed their in-ability to be speedy. When we finally were in the finance office to sign all the paperwork, the staff got a bit puffy with their feathers saying the wait was our fault for changing payment method, and for coming at a busy time. They must have forgotten: I did the work to find the vehicle, was lead to believe it was coming in off the truck from the factory, it was driven 180 miles from a neighboring dealer- probably buy a guy named Mathew as his iPhone is still listed in my Apple car play. We were at the dealership over 3 hours to pick up the vehicle when all we had to do was sign a million pieces of paper. Seriously. I think the amount we paid was $1 per page we signed. I'm still waiting the get my VW app set up and driving around with Matthew's iPhone listed in my car. Lucky for Matthew I'm 2 1/2 hours away or his phone might randomly get picked up by my car as I drove here and there. Lesson to future care buyers in the Region: skip City VW. Lesson to VW: review the definition of "Dealership of the Year."Lesson to Matthew: don't connect your phone to a vehicle and then forget to de-program it from the car. Lesson to me: don't hunt, just build a car and wait the 3-4 months for it to be delivered locally, next time.UPDATED TO ADD: Curious as to the criteria for the 2023 VW Dealership of the Year, I looked up VWGoA and found a direct quote from their 2021 Code of Ethics magazine, "Compliance and ethics form the principles that underpin our business and will help make us the model of integrity that we aspire to be. We speak up - even if that feels awkward and uncomfortable. Everyone who does so can count on our full protection.Thank you for all you continue to do to make this an organization that puts integrity, honesty, and responsibility first."My experience at City Volkswagen of Highland, Indiana, lacked integrity and demonstrated much need for growth in the areas of honesty
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June 2023 by Jennifer F.
I was from out of town and my car broke down, so I had it towed to Highland. The vehicle was dropped off late so the told me they would look at it in the morning. I called them later in morning and my car was still not looked at! I gave it a few more hours to call back and my advisor (Randy) told me all the technicians were in a meeting (which is understandable) . At this point I was irritated with the situation so I called the VW dealership in Hobart(Team Volkswagen) to see if they had time to look at and they did!!! So I called back VW Highland and wanted to speak to the advisor I was working with but he was on break!!! ( if felt like it was one thing after another with them) I did tell them I'm having a tow truck coming to pick up my vehicle! Because they took forever to look at my car even though they kept telling me they would look at it. It just got really frustrating considering I'm from out of town and want to get home as soon as possible. This is the WORST service department for VW I have ever dealt with! If you want straightforwardness go to Team VW they were fantastic!
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January 2023 by Sara R.
Arthur was awesome! He kept me laughing during the whole process. I also got in and out of the finance office quickly. The whole staff was friendly and helpful. Felt super comfortable shopping there!
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January 2023 by anthony h.
The team was really cool to work with I had the pleasure to work with Erik, Trevor, and Magdalina and they all made me feel very comfortable and explained everything I need to know about my new purchase. I highly recommend VW in highland!
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August 2022 by Sara K.
This place is a joke. Went in for a battery replacement and left with lengthy itemized receipt including air conditioning issues and alternator problems that were nonexistent prior to bringing it in. On top of that, we were given the runaround for 2 weeks with a "it'll be ready today." We've gone up to the dealership multiple times in between to be told, "they are working on it now." The worst VW dealership I've ever dealt with.
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July 2022 by Michael G.
This Place was Stupid Amazing...Keith my Salesman was a complete Gentleman and Treated me with the utmost respect...His Knowledge of the Volkswagen Brand went beyond my Realm of expectations...Being a 31yr Ford Motor Co Employee I never Dreamed of owning a Foreign Car...But my Tiguan Drives better than my Mazda CX-5...Very impressed thus far...As long as I'm satisfied I'll continue to Stick with the Volkswagen Brand...Thx
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May 2022 by Ricardo G.
Go see Arthur for tiguans, jettas and atlases. The selection and customer service blows the competition out of the water. And the staff especially Arthur are super friendly
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April 2022 by Lethorn J.
This place is horrible. They repaired my car one problem at a time without finding out if something else is wrong. A few days later my service engine light came back on so I returned my car back to them and they wanted to charge me more money to diagnose it when they could've did that the first time. There under new management and there new mantis HORRIBLE
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February 2022 by Ed S.
I have to be 100% honest, purchasing a car is one of the most cumbersome experiences that I've ever had to go through. That was until I stopped in at City Volkswagen of Highland. I was greeted by our amazing sales person, Janis and she was able to walk us through exactly what we were looking for and explain everything thoroughly. She was extremely professional and knowledgeable, if there was something she didn't know she found out immediately for us. I also had the opportunity to deal with Mike who was in charge of trade-ins, he was fantastic as well. Even though I am not a fan of car shopping, City Volkswagen of Highland did such an amazing job and really went the extra mile. We're already considering trading in our other vehicle for another VW. I highly recommend this place.
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February 2022 by Marty K.
The car was bought from City Volkswagen. We live in northwest Indiana and my 17 year old son insisted that this was the car he wanted. I told him I have worked for VW for 16 years and the dealer I work at can find his specific VW he wanted. Well red flag number one was we drove the 80 miles to the north side of Chicago to buy the car. Then when we get there and the advertised certified car was another $1100 on top of the certified price. They said, well if you paid it, then took it for it's first oil change at the local VW dealer and they told him, "hey you might want to look at this and take some pictures that this car should of never been certified" Both the front and rear sway bar arm links were sawed off. There was not one sway bar arm link connected to the control arms front or rear. The car before they took it on trade was heavily modified. Not sure how or who passed the certification. But they screwed us. The only reason you hack off the sway bar links is to add air ride to the car. Now the car has transmission problems and he took it back to City Volkswagen. Not one service advisor, manager, no one from the dealership would return a phone call. Now after calling everyday since the car got towed there has anyone contacted us. Not once. It took me to call there and talk to Glen the service advisor, who talked in circles as to why the car was not covered under the certification warranty. He said "it's not covered because of the modifications to the car". Well the only modifications were 1" lowering springs, cold air intake and the muffler was replaced. I asked out of those 3 modifications, what was the cause of failure of the trans? He did not have a straight answer. He quoted me $6700.00 to fix the car bought from City less than a year ago. Glen could not give us one answer as to why the mods caused the failure of the manual transmission. I asked him if he could provide per VOA ( Volkswagen of America) why and what caused the whole replacement of the transmission to not be covered under their certification. He did not have an answer. When my son called Glen he said the service manager was out sick. When I called the same day I was told the service manager was there and was working with VOA on the car. Odd..why would you tell one he is out sick and the other he is there? At the end of the day this car should of never been certified. Whoever City Volkswagen bought this car from was obviously very modified. From both from and rear sway bar arm links being chopped off to the fenders being rolled prior to purchase. Not one person from City Volkswagen has contacted us since the car was towed there under the certified warranty. So I had the car towed back out of their dealership for a second opinion at another VW dealer. We were not given any paperwork from City VW. Nothing, as per VOA we should of gotten a repair order of the cause of failure and the reason the cause of failure was not covered under the Volkswagen certification from City. We got nothing, nada, zippo from City Volkswagen. Not even a receipt the car was there. Every time we call, its the GM is out sick, the service manager is sick, not one person in the dealership can help us after 2 weeks. No one...very disappointing as I would think from a business perspective your marketing tool is your customer. Word of mouth and referrals. To this day we have not received one call from City Volkswagen. Buyer beware, the used car manager there has no clue what he is doing. he buys cars at the auction with out even checking them out then certifies them and sticks it to the buyer when something breaks, Or when important parts of the suspension are completely missing causing an accident. I would not personally buy a lawnmower from this place. We are in the process for VOA to buy the less then a year old car back. I do not want anything to do with City Volkswagen or their bullying tactics they force on customers. Madison at the Highland store should not be answering the phones, she was very rude and when I questioned why my son was told t
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January 2022 by Julian D.
This review is a year in the making. I came in to purchase a new car because it was time to trade in my 2013 Jetta. I ended up with a GLI and I'm extremely happy with the car. Mike Pazda was my salesperson and he was really good guy. He answered questions and was helpful throughout the process. I can't speak to the service department but the sales process was smooth and in the end I feel good about my purchase. Thank you Mike and City Volkswagen of Highland.
