Customer ReviewsforFathers & Sons Volkswagen and Audi West Springfield

I recently scheduled service at Fathers and Sons Audi for my Q5 for an oil change and another small repair (exhaust clamp replacement) that they had recommended previously. While my car was there, they also suggested completing the ****** mile check up, which I agreed to and they completed their complimentary inspection (complete with video). Upon inspection of the vehicle, 2 other issues were uncovered-- tear in the axel boot, dripping grease (suggested repair), and the cam cover was cracked, thus leaking oil into the spark plugs (critical repair). I was advised that both these issues needed to be fixed soon, but the more important fix was the axel boot. I was quoted a price of just under $5800 for both repairs!!!! As this was a heft unexpected bill, we opted to wait a bit, do some research and figure out how we wanted to move forward. We ended up collecting the car and taking it home. We made an appointment with an independent auto shop who specializes in Audi and VW and had the work done. The axel was fixed and the cam cover crack was a small hole that was sealed. My final bill from them? Under $750. I am so frustrated that a business such as this-- A+ BBB rating-- would feel as if this is appropriate. Little do they realize, we were ready to get rid of the Audi and go back to ***** and ******* So not only did they damage their dealership reputation in our eyes, but also they damaged the reputation of a brand of cars.

We provided the client with video documentation of a tear within her axel boot and also evidence of the valve cover gasket leaking.We quoted the client with resealing the valve cover gasket which is a 10 hour repair job per Audi warranty and also replacement of the entire new OEM axel due to the significant loss of grease. While there are more cost-effective options of sealing and potentially aftermarket options, we find these solutions to be short-term and create further problems in the future.All quotes were provided with new OEM components, which carry a one-year warranty for workmanship and component failure. All of our quotes are provided using the aforementioned as an authorized Audi franchise, we must withhold all repairs to the highest quality for safety, reputational reasons, and Audi repair manual adherence.While we understand that the work was able to be performed by an independent repair facility for a fraction of the cost, the cost alone for simply the new axel was upwards of $1,900, a component that was necessary to repair the vehicle to the highest level of quality. Once more, we are not able to repair vehicles at the same level of independent facilities, as an authorized Audi franchise, we must withhold all repairs to the highest quality for safety, reputational reasons, and Audi repair manual adherence.Thank you, *************************** General Manager Audi West Springfield

We have waited a while to send in our review as we have never needed to address any concerns with the BBB. We continue to be frustrated, disappointed, and discouraged by the lack of customer service at Fathers and Sons. We purchased our vehicle at Fathers and Sons. The car was serviced only by Fathers and Sons. Our Volkswagen was at the dealership for service for months- from March and ended up being there until the very end of May. It was challenging to speak to a person. We left multiple messages for updates on various voicemails. We feel we were given the runaround for those months. Customer Service Representative Emmalee was condescending and rude multiple times. Each time we called we were dismissed. We received a text when it was ready for pickup- no call. After pickup the car had to be returned for another adjustment. As other reviewers noted a one star had to be selected. We would not have given one star.

Unfortunately the clients concern was due to a component shortage at the manufacturer level. The part(s), including the referenced emblem were on Volkswagens list of top 25 backordered parts for nearly most of the first and second quarter of 2023.The client was advised of this backordered status and informed that they would be contacted once the part had arrived. The part was ordered 3/15/2023 and not received until 7/12/2023. On 7/19/2023, the vehicle was repaired and returned to the client. As a gesture of goodwill, Fathers & Sons, Inc. replaced the battery for the vehicle at no charge due to the vehicle sitting for an extended period.We apologize for any miscommunication or any demeanor from our team members that were less than our exceptional. Should you have any questions or need additional information substantiating this to be the case, please do not hesitate to contact me directly at ************ or via email at ***************************************** Respectfully,

i have found them to be incredibly unresponsive. I have been trying to get my bluettoth and navigation fixed on 2020 A4 for one year. whren i call they say the part isn't in and they don't know when it will be in, see you later. The service and management is unresponsive . i have left my call back on the service concierge 4 times today, they never answer the phone, even though when you go there they are never busy. I called sales because they are the only ones who answer the phone and they would not connect me to manager. I spent a long time on Audi customer service only to be disconnected. i would give Service and Administration zero stars for customer service.The car is otherwise great but the dealership is so awful i would never get another

*****, thank you for taking the time to provide us with your feedback. It appears that you wrote this review prior to speaking with me personally. I will see you this Friday so that we can quell your concern. Thank you, ***************************, General Manager

Spoke with customer personally.

I will recommend that people do not take their vehicle to get service at your location! My son, a young man attending college in the area and just trying to make in it life, took our 2019 VW to get his brakes checked. He was told they will only look at the brakes for a non-refundable inspection fee of $189.00. The service center took advantage of this young man. I called a near by competitor (******) and they only charge $75.00, I understand a business must make money but Fathers and Sons Volkswagen took advantage of our son. As a currently serving Army officer, I know how important it is to take care of people BUT Fathers and Sons VW does not take care of their customers and took advantage of my son. If they did it to me and my son, they will do it to you. I will recommend to all of my military families in the area that they DO NOT GO TO Fathers and Sons VW. I have also reached out to ************************* and the ************* Army National Guard to inform them of Fathers and Sons questionable service practices.

*****,Thank you for taking the time to provide us with your feedback.As we discussed via the phone, we have a diagnostic charge of $189 for all mechanical diagnoses and I confirmed that your son was quoted this diagnosis charge at time of appointment booking, at time-of-service reception with a signature, and at time of checking out.Once more we appreciate your feedback. If you should have any questions or would like to discuss this matter more, I can be reached via email at [email protected] Regards,*************************** General Manager Fathers & Sons Volkswagen

I only gave them one star because I can't give them zero on here I got into a accident that wasn't my fault and for some reason I chose father and son audi to do the repairs it took a while for it to get fixed but that was because they had to wait on parts but when they told me it was all set for me to pick it up the day I picked it up my car didn't want to start and I hade codes on my dash that I have never had before the following day my car completely died and left me stranded I called them they said they had no ideas why that happened they said they didn't have any problems with it at all the 2 months they had it and they said they were gonna have to diagnose it they quoted me $1,400 to diagnose it so I had a separate shop diagnose it for me and they said it was a problem with a pinched wire somewhere draining my battery from whoever worked on it over there so I called them back and now they tell me oh yeah we had a lot of problems with your car dying and not wanting to start so they lied to me the also took it upon themselves to "fix" one of my interior pieces by putting a pan head self tapping screw through the bottom of it which is a complete eye sore and doesn't look professional at all and they never asked me before doing that if that was ok and that wasn't one of the items that was suppose to be "fixed" while it was in there so they go to diagnose my car and they tell me they can't diagnose it because it needs a battery which I already told them I knew about when dropping it off they wanted me to then pay 160$ for them saying it needs a battery then $599 for a new battery then they would keep diagnose for problems and at this point it was almost 4 months without my car for a accident that wasn't my fault and everytime these people touched it it was a thousand dollars and my problems got worse the general manager at fathers and son then told me she never wants to see me or my car there again so there will be no problem there I would never think about even having them replace my wipers for me I then talked to a technician that works there outside and he told me it was one of his worst jobs he has had he says they management is very rude to them they hack everything together and actually doesn't like working there at all and when I would call in to check on my car most of the time I wouldn't get a answer but the wonderful service advisor Angela would hang up on me and give me attitude and the day I went to pick up my car after I signed the paperwork she threw my keys at me bouncing them off the counter so after all of that I hope they get no bussines at all from anyone

Jerod, It was indicated to you by your insurance company that they wanted you to have your vehicle diagnosed first to determine if your concerns (rear spoiler issue, subwoofer fault, sunroof operation, and parking brake) were related to the accident or deemed to be pre-existing. As per our policy, we quoted you with a diagnostic charge of $169 up front for each concern, as would be cost for diagnosis if your insurance company deemed these issues to be non-related to the accident. In any case, you declined us diagnosing the vehicle, which also proved to be problematic with the existing battery issue. If you have further questions, I recommend you contact your insurance company directly. Your conduct and actions with multiple team members caused our Service Director to terminate your relationship with us and did not charge you for any services rendered. Ethan P*******, General Manager