Suntrup Volkswagen Auto Repair Service

Ian was great! He kept me informed every step of the way so there were no surprises.

Rick is very curtious and was very informative with my questions. great attitude

My vehicle was dropped off yesterday at 8:15 AM. I initially asked to wait with the vehicle, but was informed it was a drop-off service and that it would be completed around 12:00–12:30 PM. When I called at that time to check on the status, I was told it would take another hour to an hour and a half. I did not receive any follow-up call as promised. At 3:15 PM, when I left work, I called again and spoke with Scott to express my concerns. Unfortunately, I felt my concerns were dismissed and not taken seriously. I was assured the vehicle would be completed by the time I arrived, as the mechanic would be there until 3:30 PM. I arrived at 3:35 PM and was directed to the cashier. There was no cashier present, and after ringing the bell, I waited approximately 15 minutes before she appeared. The interaction felt rude and dismissive, as though my presence was an inconvenience. After paying, I was told to go to the front and that my vehicle would be brought up. After waiting another 10 minutes with no update, I went back inside to ask about my vehicle. I was told it was “right there” and being brought in, but that I needed to wait to complete checkout. At that point, after the delays and lack of communication throughout the day, I requested that my vehicle simply be brought out so I could leave. Adding to my confusion, I then received a text message this morning at 7:05 AM stating: “Update: Great news Alisa! Your vehicle is all serviced and ready to come home! Thanks, Hutchinson, Jeremy.” This message was sent after I had already picked up the vehicle the previous afternoon, further highlighting the lack of coordination and communication. Overall, the experience was extremely disappointing. The lack of communication, inaccurate time estimates, poor time management, and dismissive customer service made this one of the most frustrating service experiences I have encountered. I felt undervalued as a customer, and the situation could have been greatly improved with clear updates and basic courtesy.

Ian is always great to work with. He’s kind, listens to my concerns and doesn’t make me feel like I’m a bother when I ask him a million questions. He went above and beyond trying to find me a comparable loaner car to save me another rental expense. While I am unhappy with Volkswagen as a whole, your service department always takes care of my problem prone car to the best of their ability.

He is always helpful and knowledgeable. He is very polite respectful and listens to me. I never feel ignored or in the way when I have a question. He is very helpful and explains things in a way that a non mechanic can understand.

This was the first time I met Jeremy, my third VW vehicle that Suntrup has serviced after purchasing from Suntrup. I was very pleased, he was professional and courteous.

Well we have a problem, software update didn't work, issue still exists. We are in Tennessee, my husband is driving, went to set cruise and just received same error. I would like for this issue to be resolved. Please schedule me a new service appointment. I would also like a loaner car at your expense as I do have a job I need my vehicle for. Thank you

Awesome service, I came in and the guy got me right in and out quickest service I had done in a while.

Rick is great every time I need something regarding my car! Thank you so much Rick!

I really appreciate Rick fitting me into the service schedule and getting my tire replaced. Having only one vehicle for us can be stressful with our busy schedules.

Ian was very helpful with my first oil change appointment as a VW owner.

Jeremy is an Excellent Service Asvisor. I'm happy he helped me again this morning.

I appreciated speaking over the phone to the provider about using the Dropbox the night before. He was kind & informative and the process was simple. My car was checked and serviced in a very timely manner. When I texted him back about the pickup, he responded immediately! Thank you, Jeremy & Suntrup!

Ian was friendly, courteous and respectful. The waiting area is comfortable and coffee was available as well as vending machines. Cashier was friendly as well. The repair was performed at the high level I have come to expect from Suntrup.

Thank you

Jeremy was great! He got me in and out quickly and was very friendly

Everything was great!

It might be premature to say I’m “completely” satisfied as I’ve only had my car back for a day with little drive time. However, Ian was excellent. Very personable, informative & listens intently to his customers. I greatly appreciated him.

It was extremely convenient, having Rick text me the progress of the Volkswagen bug. This made me able to go to work and not be interrupted with a phone call. And forgetting everything the person said. It’s a nice feature to be able to text when you have a heavy workload as I do. Everyone was so professional and kind. I am grateful

Rick was great and got me back on the road in no time. Thanks!