Business ProfileforVolkswagen Audi Boise

BEWARE BOISE VOLKSWAGEN DEALERSHIP! Sorry for the novel, if you don't have the time to read all the way through, at least read the final paragraph….. I just wanted to share the worst customer service experience that I've ever had - and yes we did talk to the manager. This isn't random airing of grievances on social media without trying to resolve the problem with the business.... We recently bought a "new to us" VW Jetta, and we had a service appointment at @vwofboise last week to have it looked over and to check if all the servicing was documented/current. We were told at that appointment that the car was due the coolant flush, but it couldn't be done at that appointment because it wasn't an express service. We also asked if they could diagnose an airbag light that had illuminated the previous day, and we're told again that they couldn't do it at that initial appointment because it would have to be taken "off-site" at a non-express appointment. We scheduled the appointment and were told that it would be approximately 1.5 hours to complete the service request. Last weekend, I installed the OEM backup camera, and found out after the fact that it isn't a plug-&-play upgrade - my fault, not VW's. The car code had to be modified to turn that option on.... Who would have thought, but I am a welder after all - not an automotive technician. I stopped in at VW Boise (www.volkswagenofboise.com) Monday to see if that was something that could be added to the already scheduled appointment, and I was told they would take care of it during the appointment. Great, right?!? I thought so, but not so fast dear reader! We arrived at our 9 am scheduled appointment at approximately 8:40, had their courtesy driver Lou (good guy by the way; one of the few that we encountered) drop us off and pick us up at a breakfast restaurant. When arriving back at VW, we waited for our car to be done. After 2.5 hours had elapsed and no one had checked with us and our car wasn't done, I went back to the service counter to get an update. I was told that it would still be "a while" because the coding can take "some time." The service tech asked if we were happy waiting or if we'd like to be dropped off somewhere. I asked how long was "a while?" If it was 30 minutes, we'd wait if it were longer we may need to be dropped off somewhere. The service tech said that it would "probably" be a while longer….. I laughed and asked again how long is a while? He said he didn't know because it was currently being worked on right now. I pressed and asked if that was 30 minutes or 30 hours? He finally said that he'd call over and find out. 3 hours into our servicing appointment, we found out that it was going to be another 3-4 hours. ?????? I said that wasn't going to work for a 1.5 hour appointment! Our daughter had to work this afternoon and we didn't have another 3-4 hours! He dismissed my shock by saying the coding can take some time. I told him that wasn't good enough, call over and have them wrap up the maintenance they've done and get the car back to us. We'll pay for what they've done, and worry about the rest at a later time. I asked if the coolant flush had at least been completed and was told that he didn't know. I relayed the update to Nisha and we both asked to speak to the manager. We're aware that hiccups happen, but we were pretty salty that there was zero communication from them on the appointment being extended by 400% or more. We spoke with Darin P**** (General Manager) and explained our displeasure. Like any good manager, he was keen on trying to locate where the problem originated. He said the problem was that we were originally told that it would be a 1.5 hour appointment because coding/reprogramming could be a "24 minute job or a 24 hour job." I told him that our appointment was for 9 am, and there had been zero communication that it was going to be longer - was that normal for his business? He said that there is no way of knowing how long other customers' cars are going to take and it could take time to get started on our car - even with a 9 am appointment. I told him that from a customer perspective, communication of a delay is critical. He scoffed and said that he'd love to have a technician standing there with a wrench to greet each customer, but that's not the way it works. He confirmed that we wanted our car brought around, and he reassured us that there would be no charge for the work they did today. I told him that I'm happy to pay for the work that was done - we're not looking for a handout - we just expect better communication instead of having people waste our family's time. He asked if we'd like to reschedule our appointment and I laughed and said we'd never use his business in the future… never. The car arrived in front of the business and the service tech said there were just a couple of signatures and we'd be on our way. We waited for him to input whatever in the computer while he mumbled about things on the service request. I asked if the coolant flush was completed, and he replied that it hadn't been. I said that they must have started with the reprogramming then? He replied no - THEY HADN'T EVEN STARTED WITH OUR CAR!! Nearly 12:40 pm and nothing had been done to a 9 am appointment?!?! I asked what I needed to sign for then, and the tech said I needed to sign that I'm declining service. I laughed out loud and said I wasn't declining anything, you chose not to perform the work! I picked up the keys off his counter, DIDN'T sign anything, and thanked him for wasting our time. We interrupted the GMs lunch to tell him that our car was never touched after 3.5 hours and that I was pretty ****ed that they had wasted our morning. He didn't say anything. No apology, nothing. In summary, Darin P**** and the rest of the staff of @vwofboise believe appointment times are nothing more than a calendar entry and customers don't need to know if their car is delayed…… **** poor leadership and management Darin. You've gained a review that I will happily shout from the mountain tops. Again, I'm aware that problems arise in life and in business, but 3.5 hours of my family's time was wasted, there was no communication, NO work was even started on my car, and most importantly to me - zero apologies from any member of staff to include the GM, Darin P****.

Valid complaint. Customer did arrive for an appointment the shop was very busy and we were unable to get his vehicle in. The only lie is that no apology was made. Apology made also offered to make it right on the next visit. Customer declined to give us another chance and that is how you lose customers. Sorry again.

****** not a lie that you didn't apologize. You said a few times that you were sorry I felt that way, but there was never an apology for the lack of service your business provided. You offered to not bill me for the work that was done (which was nothing) but you never offered to " make it right at the next visit." You did ask if I wanted to reschedule the appointment, but after experiencing what you call customer service, I wasn't prepared to waste more of my valuable time. There are other dealerships that actually provide service that I would rather patronize.