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January 2024 by Tanya Cooksey
The staff from sales to service is 5 star but the cost for service/upkeep is in my opinion, ridiculous. I could have purchased a used car for what my last service visit was going to cost. This opinion is based solely on the cost for maintenance, not my opinion of my vehicle (I actually own two VWs) or the customer service received at Loyalty. When I purchased my Atlas Crossport in 2020, I also purchased an extended warranty and bumper to bumper coverage. Over the past soon to be 4 years, every service visit costs several hundred, if not more than $1K dollars. My estimate for my most recent service was more than $5K. What would it have been if I didn't try to have the suggested services done when recommended?
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January 2024 by Sierra Allsbrook
The customer service is top tier and the staff was very knowledgeable thanks Mr.Ellen you were the best non pushy car salesman ever you made the buying process a breeze!!
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January 2024 by Deborah Taylor
Greg was wonderful my husband and I really enjoyed meeting him. He was very very knowledgeable about the car that we were inquiring about his customer service skills are excellent if we had the money we would’ve bought two or three cars from Greg. This is our second purchase from the Loyalty family. We are so pleased without purchase!
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January 2024 by Jo Dev
10/10 dealership. Sales person Kody Ellen took the time to find me a car that fit all my needs and wants perfectly. My dream car was also within my budget + the guarantee of lifetime oil and filter changes, towing, inspection, etc. was a win win for me!
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January 2024 by Hope Clarke
Finance (Dylan) was very helpful in explaining all steps, taking his time doing so to make sure I understood everything and gave info for future possibilities of refinancing (5 stars to him)Sales : Day of , pretty good, ya know, sales guy does what a sales guy does. Picking up, he was too worried about his next sale to help, rushed through showing me how everything works and basically left me on my own outside. I went inside to the managers desk where another salesman was standing and he was able to help with getting the correct key fob as the one given to me was incorrect.
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December 2023 by Julia Ellis
I truly enjoyed working with Andy Hook in the purchase of my ‘23 ID-4. Andy was very professional and helpful in all aspects of the process. The process took over a year as VW had a problem with the color combo I built. But Andy kept me informed as best he could and continued to work with me throughout the ordeal.
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December 2023 by Bill Rippe
Rob Willson (advisor) and Tom McMahon (technician) both kept me informed in a timely manner as my Jeep Cherokee was worked on. Tom was recommended to me as the tech best qualified to handle this tough job. I’m happy with the results and he and Rob both are following up to ensure everything is working to my satisfaction. Thanks also Bobby Adams in parts for making an effort to find the best engine, with the best warranty as a replacement.
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December 2023 by Jane Smith
Service appointment went great! Thanks to my service advisor Robert Wilson and my VW Tech Justin Crawford for making my appointment a seamless experience and informative. Love the video of my car too! Also thanks Loyalty for the great donut too :) Well done, bravo!!!
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November 2023 by Your Reward Is As Big As Your Sacrifice
Robert was kind and professional as always, quite a few workers have moved on so I hope Mr. Wilson stays for a while because it’s comforting to see familiar faces at establishments. Overall, I’ve been impressed with the service at Loyalty and I pray it stays that way.
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November 2023 by Emmanuel Fontenot
The service was phenomenal. Mr. Robert's ensured my complete satisfaction. I am a very loyal customer. I have purchased 6 cars since 2019.
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October 2023 by Tinkhani Ushe White
Everything was great. Robert Wilson was communicative and responsive and kindly advised me when I needed to prioritize some maintenance items over others because of my budget. I needed to leave the car for almost a week and they were very accommodating. We communicated everything via text message, and Robert Wilson was prompt to respond and guide me. I felt well guided and cared for.
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October 2023 by alicia gibbs
Gregory Grandison was the gentleman that helped me choose the perfect car for me based off the features I said I wanted in a car. Choosing and buying a car is a major decision and he helped me put into perspective that I was not just buying “ a car”. I was making a wise investment and could have peace of mind knowing my car would be reliable. Also covered under warranties you won’t find anywhere else. His customer service was excellent. 5 star ratings for sure!!!!!
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October 2023 by Tim Braunbeck
I scheduled a 60k service (factory recommended). What was done was more than factory recommended. The oil system clean and brake fluid exchange were not on the menu. We did not elect those services. I received a message with video indicating that my serpentine belt required replacement and my tires needed to be replaced. I attempted to authorize the repairs, but the new system in "beta" testing would not work. I attempted to call and sent a message. During this time the car was brought back, and my wife's name called that the car was finished. She paid and left. Never was there a mentioned of the recommended work that was deemed medium severity. When I finally got in touch, I was told that the service representative was at lunch. When he called back, I stated how unhappy I was that the car was allowed to leave without ensuring that the services were not wanted. In the invoice it stated that the services were declined (tires and serpentine belt). That was not true. I was told that he was at lunch, or he would have handled it differently. Turns out checking my calls I called before his stated lunch. I left a message after his lunch started. I was also told the system being used to communicate suggested work and being able to approve online was in beta testing. I commented beta testing is usually in parallel with the current system.I returned the car Monday to get the belt replaced and fuel system service but elected to get tires somewhere else. Minor point do not have a selection for a complimentary car wash if you have no intention of actually doing it.Summary, services were performed that were not asked for. Your own website lists the factory recommended services. The level of concern was poor after when the speaking to the service rep. Just wanted to tell me it was in beta testing and implying it wasn't his fault he was at lunch.Very disappointed and I will continue to escalate my displeasure.
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October 2023 by Joyce Hicks-Nieto
I would like to thank Wes Brown and the team at the Loyalty Volkswagen for the great service they provided. I was fortunate enough to be able to see a video of the technician doing an multi inspection on my vehicle. If you want to receive great car service I would definitely recommend visiting Loyalty VW in Richmond, Va.
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October 2023 by Greg Randall
I had an excellent experience with the service department and Rob Wilson was great to work with. He got back to me quickly with a diagnosis of the problem and kept me informed during the repair process. All of the service folks were professional and helpful. I would encourage anyone who has a problem with their VW to choose Loyalty for repairs.
