Norm Reeves Volkswagen Superstore Irvine Auto Repair Service Center

Oil change this time. Oil spilled over around oil cap and over oil. (Too much engine oil is not good). Other than that, the front service and time to complete the job is very good. Thank you all for car services. Dan

I dropped off my car for its yearly maintenance, as well as to address an issue with the coolant and seatbelt. I was very pleased with the service I received—Josue was attentive, listened carefully to my concerns, and provided excellent service. I truly appreciated his help! The entire team I interacted with was friendly and professional, making the experience even better. I’ll definitely be coming back! Thank you again, Maria

Togo was easy to work with and he explained the options to me for my service and repairs. Delivered on schedule.

The recall for the door handles is over 2 years and not yet fixed; brought the car to the dealership 3-4 times for that same issue and still on going, which I can live with but been having bluetooth connectivity issues and No one at the dealership could help fix it and was told to call the customer service support for VW, and they cannot help me either. Purchased this brand new 2023 and cannot connect to a simple bluetooth. It’s disappointing to pay for a luxury car that doesn’t have the simplest features as a non luxury cars.

Great service as always.

Thanks to you !!

Very knowledgeable and thorough with their experience to always solve and fix every problem. Very happy with their service !!

Great service from Rick!

Jimmy was professional and provided excellent customer service.

We came in late in the day on Friday after getting stuck with an unexpected battery issue. We thought that we would have to leave the car overnight since it was late and an unscheduled visit. However, Rigo was there to make sure he could fit us in and got us taken care of within an hour and back on the road. We had been on our way Tia family event and had a cake in the car. Rgo even walked my wife over to an employee refrigerator to keep the cake while the car was being worked on. Thank you to all involved. A very positive experience.

Josue was super friendly and responsive! He kept me updated about my car’s service status and everything was smooth. Thank you Josue and Norm Reeves VW!

Felt like they just wanted to get me out! Still repairs needed!

Thank you.

3 Software updates and car door handle replacements took over 11 hours. Wasn’t able to pickup car up after drop off before Noon. Car was picked up later than planned. Car was not washed when picked up. Rigo didn’t provide updates around 11AM, had to send a reminder ask. The longer time and no offer for car rental was an inconvenience. Communication could have been a lot better prior and during the services. When I dropped off my car, Rigo was by himself and was helping a lady dropping off her SUV for service. Their conversations about the smell of her car went on and on and on and could have been stopped sooner. I had to wait more than 15 minutes before Rigo was able to help me. NO ONE else was available to help. He was by himself. Then as we were wrapping up, Rigo mentioned to a man who was waiting that his car was done and Rigo would help him next. Rigo said that he was calling an Uber for me and sent me off. After waiting outside in the 80+ degrees heat for over 10 minutes with no text or driver, I went back inside asking about my ride. Rigo missed it and didn’t call one yet. I was able to receive a text after my ask and the ride came within minutes. I definitely didn’t have the best service. It probably was my worse service ever! Rigo is nice, just needs to polish his service skills and taskings with some additional training. Compared to my previous with Josue Zavala, Rigo doesn’t come close. Josue is a 10+. Rigo is a 2. I am giving him points for being friendly.

Subject: Ongoing Issues with Vehicle Service and Communication – VW ID.4 To Whom It May Concern, I’m writing to express my frustration with the recent service experience for my VW ID.4. My vehicle was dropped off on Monday to address a software update, electrical issues, and problems with the door handles. Lack of Communication: After dropping off the vehicle, no one contacted me with an update. I called around lunchtime and was told Rigo was out to lunch and someone would call me back in 20 minutes. I never received that call—only a text around 4 PM. By that time, I had already requested a ride since my car was supposedly ready, but no one followed up with a call. I was later told that I couldn't receive a service ride back. As a result, I had to find my own ride and didn’t retrieve the car until Wednesday around noon. Ongoing Door Handle Issue: After picking up the car and returning home, I attempted to get back into the vehicle, but the driver’s side door didn’t unlock as it normally would when I approached. Even using the fob, it didn’t respond. After multiple attempts, the front door finally opened, but the rear door remained locked. This issue continues, and it’s extremely frustrating. Poor Follow-Up: I contacted the service department again, and they said someone would return my call within 15 minutes—but no one did. When I followed up, I was told by the service rep that another customer had reported the same issue and that a door handle was being ordered for them. I was told I'd receive a call back, but once again, I heard nothing. I have no idea what steps are expected of me next. Communication and follow-up have been severely lacking, and the overall experience has been disappointing—especially considering there used to be multiple service advisors available, and now it appears there is only one. I’ve also been waiting over a year for the software update to be completed. Please advise how this will be resolved. I would appreciate a timely and direct response. Sincerely, Kei

Everyone was amazing!

Great service and clear feedback.

The technician didn’t check the passenger door handle from the inside. After they had the car for Thursday and Friday had to go backTuesday for a 30 minute remove door panel and attach the inside door handle.

Jimmy was great, took care of everything really quick and made the whole process very easy. A pleasure to work with.

Jimmy was thorough and clear in explaining the service being done on my car. He provided great communication on the progress and everything was completed in a timely manner. He gave me great advices on future services as well. Really enjoyed working with Jimmy.