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Phenomenally poor customer service - run for your life! - Review by Megan S | Robert Larson's Volkswagen

Robert Larson's Volkswagen


Phenomenally poor customer service - run for your life! 2/9/2008

I am a corporate trainer and teach on sales and customer service. My experience with their automotive service department is, by far, the worst example of customer service I have ever experienced. I witnessed on numerous occasions while they chose not to listen to their customers and watched as they became instantly defensive. My first time in, I observed their instant defensive posture with another customer, and thought to myself that they must be this way because they anger a lot of people. I would soon find out that I was absolutely right, and would become a victim of their lack of concern. We scheduled our car for some recall work. They told us that it would only take 1 day. We brought the car in and called later that day to find out what time we could pick it up. They told us that they had to order the parts and so it wouldn't be ready until the following day. We expressed concern given the fact that they knew 2 weeks ahead of time what parts they would need for us. The next day, the car was not done as well. We had to retrieve our car before the repairs were complete because we could not go this long without the car. We rescheduled the repairs for a second time, and experienced the exact same treatment! Worse still, when we got the car back, the car was not working. The recall work was, amongst other things, for the shifter. When we got the car back, it wouldn't shift past 2nd gear. We called them back, and they instantly became defensive and told us that it was impossible for them to have broken the car, and we would have to pay them to diagnose the problem. After numerous phone calls to managers within the organization, calls to Chrysler, calls to the regional office for Chrysler, we gave up and went elsewhere to fix the problems ourselves. The rudeness we experienced, the lack of professionalism, the complete lack of concern for their customers and the remarkable arrogance and constant defensiveness is beyond anything I have every experienced. yourself a favor......never buy a car from them and NEVER use their service department! more
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