West Lake Imports

Heather, we are sorry to hear that you are not happy with things. However, we all know that what you described here is not true or accurate in any manner. You purchased a car that we had just gotten in and it was going through service and detail the day you came in on it. You were told on the phone when you first inquired about it that this was the case and that all of our vehicles go through service when they get here and we take care of anything they need. The car was finished that afternoon as promised and you took delivery of the car. A couple of days later you called and told us that the key would not turn in the ignition. No problem, you just bought the car and we are going to make it right so Kenny called a locksmith and met him there within an hour at our cost. The locksmith determined that the lock had been damaged and only Volkswagen could repair it. No problem, we called and had it towed to Volkswagen, at our cost and gave you a loaner car. Volkswagen came to the same conclusion on the damage and we had it fixed the next day, again, at our cost. Here's where your story gets way out of whack with what actually happened. While the car was at Volkswagen, doing what franchise dealers do, they told us that there was damage to the radiator and so forth. Well, we know it wasn't there when you took delivery of the car and Kenny noted how well you had parked the car at work, not getting up on the curb like many people do with low cars so I called tow truck driver and basically blamed him for it before we had seen the car back from Volkswagen yet. Shortly after, I went to Volkswagen and picked the car up and brought it back to our shop. We then proceeded to put it on a lift and thoroughly check everything, including doing a pressure test on the cooling system to be sure. No signs of damage were found. Our technician did however notice a very tiny spot in the seem on the coolant reservoir that had a bubble coming through during the pressure test. So...... once again at our cost we made a repair to your car. You never spoke to Volkswagen, the locksmith or our technicians during any of this. The information about the car you laid out in this review was a twisted version of the information I relaid to you. Kenny and I were very honest and upfront with you during the entire process. That brings us to the next day when you called and said you lost confidence in the car and wanted to return it. To which Kenny replied... No problem, we want you to be happy and will do whatever we can to make that happen. Unfortunately, when you have made a deal with a bank that is a completely separate entity from the dealership, there is only so much the dealer can do. We were willing to do whatever the bank would allow and made a call with you to work something out. The bank, like any bank is not going to be able to just go back and cancel a deal that has been completed. An agreement was made that we could switch cars out and it would not cost you anything out of pocket, what you don't know is that it was going to cost us. Once again we were going above and beyond to make this right for you. When all is said and done, you know as well as we do that there will never be another dealer that goes the extra mile the way we did for you here. As to the comments you referred to about going down a dark path. Kenny was truly and genuinely trying to help you with advice. You called us and then again in person apologized for your mother's behavior during this entire deal. Your mother, according to you and based on the multiple phone calls from her, said we were just trying to take advantage of women from day one. She called us several times making inflammatory accusations which could not be further from the truth. Even with the ultra rude and childish behavior from her, we to this day, have spoken and treated your mother with the utmost respect. Your GTI is a very nice car and we do hope you enjoy it for years to come. Respectfully, West Lake

Thank you David for choosing West Lake Imports and congratulations on the AWESOME BMW!!!

Thank you HAPPY CUSTOMER.... whoever you may be!!! Pat works very diligently to make every aspect of the business work smoothly for our customers. Everyone here greatly appreciates you taking notice and the time to give us a 5 star review.

John and Cathy we so very much appreciate having the opportunity to serve you. We look forward to assisting you with service needs and auto purchases in the future.

Thank you for giving us the opportunity to earn your business Luis!!! We greatly appreciate our customers and look forward to assisting you with your daughters car in the near future.

THANK YOU Jay!!! We are very fortunate to have the best customers like yourself who make it great to come to work every day!

Unhappy Customer, we are sorry and disappointed to hear you were not pleased with your experience here. We don't make excuses and sometimes we do make mistakes. We do however work day in and day out to make every individual feel welcome and appreciated. If you are in the market another time please give us a call or stop by and we will gladly make things right going forward.

Thank you so much for the kind review Carl!!! We strive to be the best and are very selective of our inventory. It makes our day to hear our customers are as satisfied as you!!!