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February 2024 by Aman S.
Hi, giving one star for poor customer dealing. Before adding more details would like to thank Cynthia and Mike for good deal. We were about to sign the papers and buy the car but Mike refused to give us 2nd key of car and told us that used car won't come vth any warranty on miles or no of days. Once vehicle is signed and out of store they are not responsible for any issue. Why would you buy if you are not getting piece of mind after spending your money. Poor poor customer experience, Mike could have handled this well. We end up frustrated and did not buy the car from this store due to poor management. Thanks.
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February 2024 by R.A. P.
Looked at a website listing cars for sale. Kirkland was listed as one which would deliver. It began with a chat session. They asked for my phone number. I declined. Email is my preferred method of communications. At the time of the chat I told them where I lived (North Bend OR) as well. The chat person failed to pass on this information to the first salesperson who emailed me. Once again I was asked for my phone number and to come on down to the dealership, which is 400 miles away. Yeah, right! Now a second salesperson wrote. Asked for phone number again. Nag, nag, nag! I am a veteran who needs to control my sound environment due to nervous conditions. Ringing phones do me no favors. I wrote back and said if I was asked for my phone number that I would cease communications. Looks like they ceased them first! Way to blow a sale. Having a "team" ("Three Stooges") involved instead of ONE competent individual right off the get-go would have been much better. Professional salesmanship is lacking at this dealership as I discovered after reading through the Yelps and experiencing these people first hand. Management has a systemic set of problems that do not seem to get solved and have been ongoing for years. I wish you luck if you try to buy here either at a distance or in person. You are going to need it!
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January 2024 by Camila A.
I would give zero stars if I could. Me and my Husband went to Volkswagen yesterday to buy a used car. Nobody was available to help us. That's ok, the store was pretty busy. Then a nice employee asked if we needed help and asked to this employee Bob to help us. As soon as he asked him to help us he made a face of disgust. He didn't like at all. It almost made me feel bad for being there. How dare I'm to put this guy to work and help me! It seems that he was doing a favor (??!!!). It get worst. The first thing he asked us was "What you looking for?" wich my husband answered "I need to buy a car that will cost me X dollars". He said "I asked what you are looking for. I didn't ask how much you're wiling to pay". Like what the hell?! This guy clearly doesn't want to work! I do not recommend going there. Go spend your money in a different store.
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October 2023 by Andrew S.
Wasted my time. I had requested a quote for purchase of my car, and after receiving it I contacted them to schedule an appointment. They had all the information needed regarding vehicle history, license, etc. When I showed up, the sales manager took a look at the car. Upon returning they said they would only offer credit for purchase of a new car because of the Carfax report - which, again, they already had. They just wanted to get me in the door. You could have told me this over the phone. Instead I wasted my time driving in and waiting for you to respond. This comes off as a sleazy attempt to sell a new car.
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October 2023 by Katie M.
I needed to take the time to make sure everyone knows what a phenomenal customer experience I had today at their service department. My Jetta needed a new battery asap but I also had to pick up my kid at school at 11:30, so I was on a tight time crunch. I didn't have an appt since this was a last minute need. Patrick was beyond accommodating! He was mindful of the time, and even looked online for any coupons that could be applied (there was, so thank you for that!). Everyone was so pleasant, polite and most importantly sped the process along so I could get back in the road in time for school pickup. They truly went above and beyond and I am so grateful!
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September 2023 by Caolan M.
I submitted an online request for parts for my GTI (the only way you can interact online for parts is to fill a form). They didn't read the form, assumed I wanted to buy a car and called, texted and emailed me about that. When I pointed out that's not what I wanted, they said they'd send the request over to parts, and after that, never heard back.
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August 2023 by Katelyn B.
If i could give this dealership no stars i would. I dropped my car off on wednesday 8/9 and i notified them three different times that i had to leave that following monday or tuesday for a roadtrip to arizona because i am moving there. I called and asked if they had TIME to take my car in before that. they said yes. my car ended up sitting in the shop for 4 days with nothing done to it at all. if you don't have the time or people to work on my car DONT TAKE IT. i could've taken it to a different dealer and went about my merry way. it is now friday 8/18. still don't have my car back yet. they said i might get it back tonight IF there are no complications. yes they had to ship a part and yes it is tedious work that can't be rushed but this is just ridiculous. i start school and i have to be down there at a certain time and now it's too late. i am very upset that they took my car in the first place and lied and said they could fit it in. i don't think letting my car sit in the shop for days on end is "fitting it in." if you have to be somewhere or need your car back within 2-3 days DONT TAKE IT HERE!
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August 2023 by Athena E.
Great experience. Go see Tristan. So helpful, not pushy, overall a good experience. We drive up from Tacoma, IT was worth the drive.
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August 2023 by peter d.
I would give 0 stars if I could. My wife was quoted a price of $150 when she brought the car in for a check engine line being on. The quote was via a text message link and the work to be done was a diagnostic test on our Golf R (I was out of town on a trip and unable to help). When she went to pick the car up, she was told the problem was "bad sparkplugs" - this on a car with 32,829 miles that mostly consists of trips over 20-miles. When she went to pick the car up, she was told the cost was actually $182.62, plus another $18.26 in "Shop Supplies". With tax, the total was $221.37. When she was asked to "prove" the initial quote she received - the text message link to the quote was deleted. She bought the suggested spark plugs that were supposedly causing the problem - paying $$58.84 for a set of four. The same set from other reputable sources (i.e. University Volkswagen and ECS Tuning) are $31.52 for a set of four. Extremely disappointed in this experience. This was on top of may last experience at Volkswagen of Kirkland several years ago where we'd brought the car in for an oil change. When I checked under the hood about a week later I found that the special "Golf R" engine cover was gone. When I called and asked if it was at the service center - they stated it was not there and that it was not their fault that it was missing. Never again will we bring a car to Volkswagen of Kirkland. Very sorry that VW no longer has any other dealers on the eastside of Lake Washington - as we've generally enjoyed our past VW's - but we will not be buying another without a decent dealer available.
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August 2023 by Zaki R.
After my second coolant top off for our 2018 VW Atlas at VW Kirkland within a month, my coolant light came on almost immediately. Here's the kicker - the service department tells me that I have to leave the car there for 3 - 4 days (yes days) to have them run the diagnostics. I asked if I could schedule it and they said, it'll still take 3 - 4 days after I drop it off because they have 25 cars in front of me and it can't be scheduled ahead of time. I get that there is a queue, but what I don't get is why it can't be scheduled ahead of time when a regular service can be. I started asking questions about it and first, they told me "the best analogy is getting a ticket at DMV" Which btw, is for same day service. Next, they told me to try another dealership. This makes me wonder if VW is hiding something.
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June 2023 by Chinmay P.
If only I can give 0 stars. It has overall been very poor and frustrating experience at this dealership. Firstly, I made an appointment for my ID4 20K service & was told on the phone that it would take 2.5 hours. I planned my day accordingly and go to the dealership this morning to drop off and wait for 2.5 hours. Instead, when I went there to my surprise I was told that the appointment was booked as a drop off which means that the car won't be ready until 5:00 pm. Why wasn't I told about this in the beginning when I asked for the estimate wait time for service? Secondly, I asked for the car to be vacuumed as that has been done in the past. I was told that there aren't any staff available who can do the job. This is extremely surprising for me to hear that there aren't enough people who could do the basic vacuuming work in a service center. Why aren't there enough people hired in service center? Thirdly, I notified that there were warnings about air bags that needed to be checked as it's safety issue. Again, I was told that it's not covered as part of the 20K service and that I need to make another appointment where I need to keep the car for 7-10 business days. Are you kidding me? Is this how you're handling a major safety issue around airbags? Fourthly, the wait for loaners cars is always a challenge and long. Atleast like other service centers who couldn't provide a car, they have the decency to give an Uber/Lyft ride. That also, seems an impossible task for this service center. Terribly disappointed and would never recommend this dealership because of the service we have received over the years. Glad that the lease is getting over next year!
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May 2023 by Narayan R.
I bought a new VW AWD Pro electric SUV ID.4 on 5/24/2023. I made an appointment and the sales person Luis Martinez was waiting for me. We went over the car, my first electric car. He explained its features to me patiently as though I were his own grandfather (I am close to that age wise). He also filled out the preliminary credit application.Ryan Nikinishi, finance manager took care of the financing, contacting two credit unions and putting in a lot of work. Thank youRajNarayan Rajan (Kenmore)
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April 2023 by Mira J.
Ok, I was waiting there while there are some ppl earlier than me, then some ppl came after me, but I was called late 35min, until my appointment is cancelled. It was so hilarious...
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March 2023 by Alex L.
My letter to corporate based off experience and services on 3/23/23Dear Volkswagen Corporate,I am writing to express my disappointment with the services provided by the Volkswagen dealership in Kirkland, WA. Specifically, I would like to bring to your attention the false promises made by the dealership's manager Tony Pho and sales consultant Tristan Alvarez.During my new vehicle purchase, Mr. Alvarez had promised that my 2020 Honda Accord came with Oil changes for life, which was a significant factor in my decision to purchase from the dealership. However, when I recently went to Honda to get my oil changed, I was informed that this claim was not true, and I would have to pay for the service.Furthermore, Mr. Alvarez had also promised that I would receive lifetime oil changes and that the paint would be touched up, which was a promise backed by Mr. Pho. Unfortunately, both of these promises have turned out to be lies.As a customer, I expect to receive truthful information about the services included in my new vehicle purchase. I am extremely disappointed that these promises were not fulfilled and feel that I have been misled by the dealership.I would appreciate it if you could investigate this matter and ensure that the dealership provides accurate and honest information to its customers in the future. I would also like to request that the dealership honors the promises made to me during the sale of my vehicle.Thank you for your attention to this matter.Sincerely, Alex
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March 2023 by Catherine D.
DISHONEST SERVICE DEPARTMENT. Do NOT buy from here or take your car in for service, the service department just wants to take advantage of you. I have been taking my car in here for service for several years for multiple issues on my car. This time I had an issue where my car wouldn't start. I took it in and Daniel tested the battery which came out fine and was told to just keep driving it and was told they didn't have a tech to look at it. A couple of days later I sent an email to Daniel to ask what to do next and no response. A couple of weeks later the issue persisted so I called to take it in but it was going to be a few weeks to get me in if I wanted a loaner. The issue was even worse so I called and asked to take it in sooner and I provided them with pictures of the warning messages I was receiving via email. The accommodated taking my car in earlier and now I was being helped by Kenny. I received a call later that day from Kenny that I now needed to authorize a diagnosis charge in order for them to look at it because Daniel didn't create any reports in their system that I had brought my car in there the first time. I said why didn't you ask me to authorize this when I dropped off my car earlier today and he admitted he screwed up and forgot to. I was told if it was the battery I would be charged a diagnostic fee but he told me he didn't think it was the battery so I approved it. He said it would be looked at by end of day the next day (Friday). Next day comes and goes and no response and when I inquired on Saturday, I was told they are short staffed and I would hear back by Monday morning. Monday comes and I was told it still hasn't been looked at. I didn't hear back until Wednesday and guess what? It was a failed battery. I spoke to Tristan who said that they see the warning messages that I provided all the time with failed batteries so that proves they knew it was a bad battery and were planning on charging me the diagnostic fee, so thanks Tristan for your honesty. During their diagnosing they found a part that had failed and was under warranty and yet they still wanted to charge me the diagnostic fee. They ended up waiving the diagnostic fee after I complained and they said to go elsewhere in the future. Such wonderful customer service right?Bottom line, Daniel and Kenny both screwed up and there was definitely some dishonesty going on and then they pretty much tell me to go elsewhere after I called them on their BS. I will happily go elsewhere and will NEVER buy a VW or any car from VW Kirkland ever again and I will tell everyone I come across my story and to do the same. If you're reading this VW Kirkland: Perhaps the reason you are short staffed of technicians is because no one wants to work for a dishonest service department. Do better.
