Boston Volkswagen

I had a very frustrating experience with Boston Volkswagen Service recently. The lack of communication and consistency in their service was extremely disappointing. Here's what happened: No Loaner Car and Conflicting Information: When I first inquired about a loaner car, I was told that they no longer provide them. However, when I called again, someone else mentioned that loaner cars were still available. I was transferred to another person, but no one answered, and I was sent to voicemail. I left a message but never received a call back. Poor Follow-Up: The next day, I received a call asking if I was going to leave my car for service. I asked the same person about the loaner car, and they said they didn’t have any available. Worse yet, I was not given any clarity about when I could drop off my car or an extension of time to manage the situation. Lack of Organization: The entire experience felt disorganized and unprofessional. I was left feeling ignored and frustrated by the conflicting information and lack of follow-through on their part. Bottom Line: If you’re expecting clear communication, reliable service, or a loaner car, you might want to look elsewhere. This lack of coordination and care for customers is simply unacceptable! I would not recommend their service and certainly won’t be returning.

Great experience with the staff at Boston VW. The sales staff answered all questions and got back to me right away. I highly recommend Boston VW for sales and service.

Our experience was outstanding. Jeffrey Ford was excellent! He was professional, knowledgeable, and kind. He followed up and kept us up to date on our purchase with emails and texts.

I signed a purchase agreement for ID4 with them on 1/31. Bill Jesse specifically told me not to worry I don't own the car until I drive it off the lot and that this is Massachusetts law. Purchase agreement mentions nothing about warranty, vehicle service start date, EA charging. The roof glass is cracked. I am told I can pick up the car and drive it anyway, then schedule a time to bring it back and get it fixed when their glass guy is available. On 2/6 I show up with a check, confirmed with Justin Jesse that we can close the deal, and that I can drive the car and bring it back another time to be repaired. When I show up I am told the car is on a lift and I can't drive it. I give them the check from the bank because Bill Jesse once again assures me, according to Mass law, I don't own the car until I drive it off the lot. I express how much I want the car for the weekend. On 2/7 I am told the car will be fully repaired and ready 2/8 or 2/9. I am asked to please call my insurance and put the car in my name. I refuse until I test drive the car. On 2/9 I am told it is in the process of repair. On 2/10 I am told I can pick it up as soon as service gives the all clear (this is Friday). Later that day I am told the car is not ready. The glass guy refused to work on it. I am driving the car still that I will be trading in. They offer me a loaner because they don't want me to put more miles on my car. I refuse, I'd rather drive my car. On Monday I am informed they need to send it to Hogan glass, the car will be ready 2/17 or 2/20. I ask them to get me a deal on a level 1/2 charger for the hassle this has been. They agree to split it 50/50. This was not their good will, or their idea. This was me asking if they would be willing to do something because of the hassle this has been. On 2/17 I ask if there is an update, once again I'd like the car for the weekend. No response. I call the glass place. They are closed. Finally, I get notified by Justin car is ready, he asks me to call my insurance and put the car under my name. I refuse until I get to test drive the car. They tell me I can come test drive later same day. I point out that the glass place is currently closed and ask how they will get the car. Justin informs me someone from the glass shop is meeting them to unlock the gates and let them get the car. By 4-4:30 I can come and drive it. 6pm I've heard nothing, I call Justin. He says they literally are on their way with the car right now. Monday 2/20 I finally hear from Justin the car is ready and on the lot. I call the glass place again to find out where the car was on Friday. They told me someone from Boston VW picked it up Friday Morning. (The car had at least 40 more miles on it when I finally got it than when I first signed purchase agreement even though the glass place is only 7.5 miles away). I am away on business and wait until I return Friday (2/24) to test drive the car. Josh, the sales manager walks back to the parts department with me to go 50/50 on the charger after I ask Justin about it 4-5 times. Parts says they already billed sales 100%. Josh says okay, he'll straighten it out by the time I get the car so I can pay my 50%. I call insurance and give them the okay because the car seems fine. Josh tells me as soon as insurance faxes the form I can pick up the car, could be same day. Insurance confirms they faxed the form at 3:30pm. I hear nothing from dealership until Monday. Monday Josh says he couldn't figure out the billing, it wasn't worth his time, I can have the charger for free. I finally get the car. I find out a week later the service start date of the car was 2/1. I lost a month of free charging and a month of warranty. I contact VW of America. They confirm the service start date should be day I drove it off the lot. They contact Josh the sales manager. Josh claims I agreed on the service/warranty/charging start date and chose not to pick up the car. This is a blatantly false.

I traded in a 2021 ID4 Pro for a 2022 Pro S which I had ordered 1 year ago. Mark Smith was extremely helpful in handling this transaction as well as having provided information on ID4's a year ago. The 2021 Pro was a great car but the Pro S which had the details I wanted with my original order is even that much more satisfactory. So far I am very pleased with Boston VW and I highly recommend Mark Smith.

Liars, stole my Ez pass for their own personal use. stay far away! Did not reimburse me for an inspection sticker

This Watertown dealership is the worst business around. They rip you off and don’t actually repair your car. Avoid Ronny at all costs, will lie to your face and rip you off, then they won’t answer their phone when they owe you money.

Unprofessional and liars. Agreed on car and deal (all features and numbers explicitly written). Got to dealership with 2 kids not only they didn't have the car (pushing something else) but then said they couldn't honor the deal made with Jadon. The called "manager' - gangster wannabe - no manners, no professionalism. Everything was just so wrong. I never heard of anything like that. Almost felt like "punk'ed". Maybe because I am woman or have an accent. That type of people anyways. Who knows?! My problem is solved - I got the car someplace else but their problem will remain b/c they don't know how to work. Maybe because I am woman or have an accent! Who knows?! Wish it had been recorded.

I leased a 2019 Atlas, brought it to the service this morning to check noise coming from the front side of the car. Armando was not happy to see me this morning even embedded I said hello. He did not have his mask to start with. I reserved a rental car and there was no car reserved for me knowing that I made it over a week ago. Very disappointed since the very first time when we met a year ago. I don’t think they will ever come around to surprise me wirh good service, I am stuck with them for the remaing of the lease term. This dealer is the worst and VW has fallen behind in the level of service they use to enforce.

Bill was excellent. He is someone I have worked with several times, and he was terrific as usual. I have been coming to Boston VW since it was actually in Boston!