“A Volkswagen of America customer service representative admitted to me that Vincent Volkswagen had “quite a history” of service complaints after I called their customer service line to file a complaint.”
Vincent VW: My Experience
STRIKE ONE: My first visit after buying the car for my scheduled 5,000 mile maintenance. I noticed a few days later that a hubcap was missing. I was busy the next couple of days then I called Vincent to let them know that they a.) forgot to put it on or b.) didn’t put it on correctly. They said I didn’t call soon enough so it wasn’t their problem. (Note to Vincent: If all it takes is a $20 hubcap (your cost) to make a person a life-long happy customer who tells all of their friends how wonderful you are…do it! You will more than make up for the cost in repeat service calls and sales!)
Many customers have reported the same issue. At $40+ per wheel cover, I have had to replace three because Vincent Auto did not put them back on correctly.
STRIKE TWO: I made a 10 a.m. appointment on a Saturday for an oil change. After waiting an hour and a half, I asked Service Manager “TC” what the status was. They hadn’t started working on it yet. “TC” assured me two technicians would work on it to get it done faster. After another 45 minutes, I went out to the shop to check on how things were going. My car was on the lift but no one was working on it. “TC” told me the two technicians were on their lunch hour.
Why take appointments if you are not going to stay on schedule? If you are not going to stay on schedule, let the customer know so they don’t waste their time! Care about your customer! If you accidentally fall behind, extend the courtesy to your customer and tell them when the work will be done…don’t lie to them.
I finally got my keys back around 2:15 p.m. (2:22 p.m. is the time stamped on my credit card receipt) Four hours wasted. What a crappy way to spend my Saturday afternoon.
“Vincent Volkswagen: Home of the 4-hour oil Change”
STRIKE THREE: For my 20,000 mile service, I made an appointment at 11:00 a.m. I watched them pull my car into the garage at 11:20 a.m. Better than last time, I guess.