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I was treated very rudely at Galpin VW, and it is not the first time. Saturday 11/17 I went to the parts department at Galpin VW and was working with Jose. I asked him if he had the monster mats for my 2012 Passat SEL Premium. He replied yes we have them. I asked how much they were to which he replied $110. Then I asked if he had the start button for my 2012 Passat SEL Premium to which he replied yes we have that part. So I asked how much it cost, and he replied $110 dollars. So I responded why is it that every VW dealer in Southern California has the monster mats priced at $73? He said he didn't know, it could be the old part. So I asked so there is no way I can get the start button for $73? He responded no. So I asked if there was another dealer that had the part. I wanted to see what it cost at another dealer. He said VW of Santa Monica had the part. So I called VW of Santa Monica right there in front of him. VW of Santa Monica said they had the part and the price was $110. So once again I asked why is it that it is $73 on every website for VW in Southern California. He said sometimes there are online specials. I asked so is there any way that you can sell me this part for $73? He said yes. You buy the part online and at the end select pickup. This was EXTREMELY important to me because the car would sometimes not start for 5 mins, making me feel I might get stranded. So I asked Jose once again if there was any way I could get the part for $73. He said let me ask my manager. He disappeared for about 15 mins. Then he came back to tell me that they were out of stock on the start button and the monster mats, which were in stock and available when I walked in. Jose was rude, inconsiderate of the facts before him, and a liar. I really hate being lied to and mistreated.

Another time at Galpin, I brought my car in for a 60,000 mile service. The person on the phone quoted me $450, but when I arrived that person had gone home and the price was now $700. So I asked why, and the person said that it was because he must have forgotten to include the spark plugs and air filter. So I asked if he could do the service without the spark plugs and air filter for $450. He agreed to that. So I rented a car, went to work, and returned when the car was done. It was summer. It was 115 degrees Fahrenheit outside. When I came to get the car, they had misplaced the keys and it took them 30 minutes to find them. Having the spare key fob, I wanted to remote start the car, and get it cooling down. It would not remote start, and everyone is off looking for my keys. So I just stood there frustrated and HOT. It turns out the person who drove my car had apparently left the car in nuetral or in gear. So I left very annoyed that I had been misquoted on the deal, had to wait 30 mins in 115 degree heat, had to do my own spark plugs and air filter, and that the person who drove the vehicle did not have the respect for my vehicle to have at least put it in park.

Here is another example. There was an online coupon for a fully synthetic oil change for $69. I came and presented my coupon. However, the coupon was for up to 5 quarts of oil. So they would have to charge me for an additional quart. So when I go to pay the bill, it was over $100.

I am NOT HAPPY!

John Vance

jvance@it.ucla.edu

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

I didn't like: Being lied to about product, Service experience, Poor decsion making to resolve issues with customers.

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