Harper Volkswagen

The service here was amazing. Chris Ramsey and Shannon Harper went far above and beyond expectations and displayed the utmost care and compassion for a customer. I damaged my engine while driving home as my house was on fire and my children were home alone. Although the warning lights came on telling me to pull over, I could not, as getting home as fast as possible was my number one priority. Fortunately, my children were safe, but the fire left us homeless as the repairs were estimated at 4-6 months. I had my car towed to Harper Volkswagen and received the news that the repairs would be over $2300. They asked me about what happened when the warning lights came on and I told them about my house being on fire. They were empathetic and said they'd work with me on the final price. When I went to pick up my car, Chris informed me that Harper Volkswagen fixed my car for free. I was in total shock. He told me it was important to him, the Harper family, and the staff to truly take care of their customers. This act of kindness is one of those things that gives you faith in humanity. Also, keep in mind, that this was one of the few dealerships in the Knoxville area that did not charge a market-value mark-up fee during the pandemic. Other places were charging as much as $5000 in extra fees. The Harper dealerships have always operated with integrity and true care for their customers. Thank you Harper Volkswagen for caring about your customers so much and I could never go anywhere else!

I had several small things done, a recall, a TSB and a windshield replaced as well as a couple of quarter windows. this took 9 days. I was told parts would arrive the afternoon of the 4th day, and received no communication until in response to my enquiry on the 8th day when i was advised that the tech Keith Whaley had failed to order all the parts for the TSB even though they are clearly laid out in the TSB and I had provided a copy. this pushed it into day 9, also on day 8 Christopher had advised when questioned that I would have to have the quarter windows re-tinted on my own even though I had listed that on the note that I provided at drop off. Not being happy with this level of service i called the service manager Mike and he was able to get this taken care of as well, though I had to pay for it. Mike was the only one to provide detailed information and try to explain where the process went awry. Backing up I had tried to provide Christopher a bit of a warning about my pickiness but he seemed uninterested and said "never happened in my 8 years here". Christopher seems to like to communicate through text, even after calling and leaving him a voicemail he responded by text, the text are short, for instance in reply to my request for "details please" re parts ordered he responded "DAMPER WEIGHT TO DRIVER SIDE AXLE." which isn't really much detail. Then when he did call me he was immediately caustic said in a loud tone "I don't understand what the confusion is" when i responded somewhat in kind with someone someone might say in frustration and not directed at him but generally, he chose the respond with "Do not cuss at me" rather than something like "lets try to keep this professional, what can i do to help" (and i did apologize to him). At any rate, Id give Christopher a 1 for bedside manner and communication. Upon pick up I noticed some adhesive around the W/S which the new person took interest in and got cleaned off, I also mentioned that they had damaged the stone guard on the pinch welds (I know it wasn't like that prior as it has never been lifted by the pinch welds before and apparently the tech Keith Whaley felt it necessary to come out and say that that's how Volkswagen says to lift it and if i didn't like it i should "call Volkswagen and complain" Which i did. Apparently Keith doesn't understand that lifting it where Volkswagen says to lift it does not relieve him of responsibility of using reasonable care, nor that a Volkswagen jack actually places pressure on the reinforced rocker and not right on the pinch weld or that there are commercially available jack/lift pads that prevent this damage. We will see if Keith actually managed to properly replace the drive shaft weight per the Bulletin. Based on my interaction with him and the failure to order parts correctly I have low confidence in his attention to detail. If I ever go back I will not deal with Christopher Ramsey and will specifically request that Keith Whaley not work on it, I would advise the same of any potential customer. In fairness Mike was very good and tried to recover the service as best he could, Mike does seem to really care. Generally I have dealt with parts at this dealer as well as other Harper dealerships and was very pleased, up until Christopher and Keith everyone has been great, which is why i had high expectations and was greatly disappointed.

I’m SO very sorry I took so long getting this done-was totally on me; running out of time! I love my Harper Volkswagen-always treated first class, but like family! Everything this visit(-as always!) was very timely and, as always-I felt very comfortable! Had a blast driving the Tiguan loaner! Thanx, Jarrod(&, everybody behind what I needed to have done-FOR EVERYTHING!! Love u guys!! U ARE the best in town-hands down! Thanx, Everybody! Will ALWAYS a good word along!!

The service I received from Jarred was excellent. Jarred kept me apprised of everything going on with my car. I would recommend Harper to anyone

Harper’s Volkswagen is top-notch! Their service department is amazing. John, Jared, Chris and the entire team are professional, friendly and knowledgeable. Customer service at its best! Their technicians are excellent. They take the time to listen and really know how to repair Volkswagens. They also have a modern and comfortable waiting area, Highly recommend!

Went in for a 10k service on my 2023 Jetta. Job took a little longer than expected, but John was very nice and kept me informed

Every experience we have at Harper VW and Jared in service is great. He knows his stuff and is very professional. He always has an answer to our questions.

Chris at the service department has been always doing a outstanding job we been going there for almost 4 years and never had a problem

Brought my car in for an oil change and tire rotation. Chris wrote up the work order and asked if I wanted my brake system flushed. I declined but it was nice knowing what was next on the agenda for keeping my GTI operating smoothly. The work was completed quickly. The facility is clean, people are friendly, and the coffee is great!

I was extremely pleased with my experience purchasing a 2022 VW Tiguan, after reviewing various options and what was good for me. Glenn Quaint was my salesman and went over everything in good detail and wanted to ensure I felt comfortable with my purchase before committing to it. He was extremely engaging and highly professional. Chris Brown the Sales Manager stayed in touch with the progress.