Suntrup Volkswagen Auto Repair Service

Ian was polite and friendly and thorough with explanations. The service was prompt and I had a great experience.

I own so many cars it is tough to keep the maintenence recors straight in my memory. He was talkative enough to look back in my records to help me get lined out. I am impressed with how there has to have been relatively low maintenance on this car and it still is as fun to drive as ever. My only gripe is having to fight through the AI "Lucy" thing to get an opportunity to speak withba real person. I guess it is just a sign of more to come in the future.

I understand the drop off policy, it is just very frustrating with how long it actually takes. I had an 8:30 drop off time and I was told to be looking out for it around 3pm. I called up around 3:30 and was told my vehicle was just getting in the shop and to look for its completion around 5pm. That just didn’t work for me as I needed it back by then. So I had to tell them to take it out the shop and I went back up to pick it up and was not able to get the oil change/tire rotation done. My service provider was Rick, he did a good job with customer service, I just never would have imagined it would take over 7 hours to get an oil change. I’m traveling soon, but the next appointment time available wasn’t until May 21st which is another drop off. I’m definitely a little frustrated with Suntrup Volkswagen because of today.

Quick and courteous service.

Rick was great. He provided great customer service and was veey helpful with my questions.

I recently had a very frustrating experience with this Volkswagen service dealership while trying to get my windshield replaced. Before scheduling the work, I went around town getting quotes because I knew the windshield replacement might require calibration. I came to this dealership and spoke with Ian Williams. He directed me to the parts department to get the price for the windshield and order it. The parts department quoted me $509 for the windshield and told me to check with Ian for the full price. When I went back to Ian, he told me the total should be around $750 with calibration if calibration was needed. I agreed to move forward and even mentioned that the price was much better than other places that had quoted me around $950 and $1,100. Ian seemed surprised and asked where I had received those quotes, and I told him. I then brought my car in on the agreed Monday morning, left it there, and took the shuttle home. About an hour later, I was told they did not have a vendor available to do the work and that I would need to bring the car back another day. That wasted a significant part of my day, and I had to return to pick up the car and reschedule for Wednesday. On Wednesday, I dropped the car off again. When I came back to pay and pick it up, I was shocked to find out that the total charge was about $1,300 instead of the roughly $750 I had been quoted. I spoke with the manager, Scott Kostecki, who said that price could not be right and made it seem like I was not being truthful about what I had been told. I explained that Ian had quoted me around $750 and that this was the reason I chose this dealership over other options. Scott eventually said he would “make it right” and lowered the amount to $930. Although that was still higher than what I had originally agreed to, I accepted it just to move on. I went to the cashier, paid the $930, and signed the paperwork I was given. At that point, I believed the issue had been resolved. However, Scott later called me and insisted that I owed the difference because, according to him, I had signed paperwork showing the $1,300 amount. It turns out some of the papers I signed at the cashier still listed the $1,300 amount, even though Scott and I had just agreed that I would pay $930. I understand that I should have reviewed every line more carefully before signing, but after the back-and-forth with Scott and being told the amount was $930, I trusted that the paperwork reflected the amount we had just agreed on. What made the situation worse was that Scott then used the paperwork I had just signed after the $930 discussion as if it proved I had agreed to the $1,300 amount all along. I ultimately decided not to continue arguing over the difference because it was not worth the additional stress. Overall, this was a terrible service experience. The communication was poor, the original quote was not honored, my time was wasted, and I felt like I was treated as though I was being dishonest. Based on this experience, I would not return to this service center or recommend it to others.

Everything was great until the pick up. Ian was great to work with. But, the checkout process just to pay and get my car took too long. Also, I noticed a noticeable scratch/chunk on the passenger side front wheel that I dont think was there before and scratches on the bottom of the driver's door. I took pictures before leaving the lot but did not have time to show Ian in person because I had ro catch a flight. I plan to reach out to him.

Ian was very helpful and provided excellent customer service!

Rick is always friendly and helpful.

It took all day to complete an oil change. I got a text right before close that the car was ready but I live an hour away.

Great service from Ian !

Jeremy was courteous friendly and helpful. Thank You

The service team at Suntrup VW are top notch. They set the service standard from the check in to keeping me up to date with repairs, and finally letting me know that everything that was completed was covered under warranty. Special thank you to Jeremy!

The friendliest service I have received anywhere! From beginning to the end with the cashier. Very polite and courteous!

Excellent as always.

Jeremy was friendly and very professional

Ian was good to work with- polite and courteous.

I was very pleased with the service on my vehicle. From start to finish, the experience was smooth, professional, and efficient. The staff was friendly, knowledgeable, and took the time to clearly explain what needed to be done. The work was completed in a timely manner, and my vehicle is running great. It’s clear they take pride in what they do, and I truly appreciate the attention to detail and excellent customer care. I would definitely recommend their services and will be returning in the future.

Rick was great!! Super niice and had my car finished much quicker than expected. Also set up an appointment for me to have another issue looked at.

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