Castle Volkswagen Downers Grove

Approached service manager with question. Didn't finish speaking before he said "YOU STILL DRIVING!" Several other members of Pugi staff standing around him burst out in laughter. Service manager continued with harassment when I tried to proceed with question; laughter from staff again. Reported incident to owner via voicemail; he didn't call me back. I need to know what action was taken against disrespectful service manager and staff. BTW, I'm physically fit and mentally alert.

I bought 1 car from Pugi and had been a loyal service customer there with all 3 of my VWs for over 10 years. The service folks had always treated me well... very respectful of my time and money... until recently. I took my VW in to have an oil leak they detected during my last oil change. A month later, my engine light comes on and I take it in to Pugi for analysis. I'm told that there is almost no oil left in the engine and the timing is completely shot... $2700 estimated bill!!!. "Shouldn't this have been detected when you fixed the oil leak, I asked". "No, it leaked from a different location and that's not our responsibility" I was told. "ok, can you at least work with me on the price?" $150 off is the best we can do (and I even talked to the GM). Then I find a coupon for $200 for anyone that has service done there. Successful companies need to understand the value of loyal customers and treat those customers fairly. I have always been an advocate for Pugi but no longer. Not sure about the new sales side, but in my mind Pugi is one brand all run the same way... be very cautious. This company that once treated customers right now seems to run on the "make the biggest short term profit" mentality. So sad

Kelsi is awesome. The dealership is very accommodating and loved to help us find the absolute best price and package. Highly recommend in the future. Very knowledgeable with all of our questions.

I'm astonished to see Robert's wildly unprofessional behavior. We have reported it to several people, but rest assured there was nothing courteous about how he behaved. Robert started by rudely saying "You were supposed to ask for me when you got here" (based on a prior inquiry days before, though we never talked to him, were talking to someone else, and didn't know who he was. He sat down and went on and one and one about whoever made this deal with us was going to lose their job and that he had no right to make that kind of deal. On top of his staunch rudeness while discussing the pre-agreed upon terms of the purchase (including pricing and financing terms) that had been worked out throughout the day with another representative Robert said the 2.4% interest that had been agreed was mearly said to have been "AVAILABLE" but not applying to the very deal that it was offered on the email which prompted him to end the whole ordeal by standing up, crumpling up the deal write up we were looking (even though it had already been agreed on in writing [email]) and dramatically and violently throwing it against someone's office wall saying "there is no way your getting the car for that" and walking off abandoning us at the table. I wish I had the security camera footage. It was utterly outrageous and unprofessional and I don't think anyone should do business with that guy. All this after spending hours getting to the dealership at rush hour after work to secure the agreed upon deal. A huge waste of time and the most unseemly customer service I've ever experienced. If you are looking for professionalism DO NOT GO HERE. EVERYTHING ABOUT EVERY REP IS SCAMMY, STEROTYPICAL RIP OFF TYPE PERSONALITIES. YIKES. Some dealerships are full of decent people, and some have such a dishonest culture. I would not want any of my family or friends or strangers for that matter to experience this kind of buying experience- to be treated like less then trash by someone whos come out of no where to reap the rewards of an internet sales person- Not just as tough experience, a WILDLY inhuman experience.

Called the dealership about a used 2006 BMW X3 with very low miles. Advertised price was commensurate with that vehicle in excellent condition, low miles, at average retail per KBB. Carfax showed 1 prior accident with damage to the Drivers front. I talked briefly with Andre who was very pleasant and helpful. After explaining that I was definitely interested but had to drive 250 miles to view the vehicle, he helped me place the vehicle on hold. So far so good. I arrived early the next day and immediately found that the front bumper repair was very shoddy. I also found that every body panel except the LH fender, front door, or rear door had some damage or previous shoddy paint work. It was hit in the rear as well, and the rear bumper did not line up. After having driven so far and since it was a low miles vehicle I wanted to see if they would possibly discount based on condition. The Sales manager came out and immediately told me that the advertised price online was not the asking price. Really?!? Then he showed me a paper which had a 'Fair' value which was $2500 higher than any KBB retail value for that vehicle. Apparently, management there think that the general public does not know how to use the internet and insults then with made up nonsense. I told them " but your asking price is $xxxxx" and he interrupted me again to say " No! Our asking price is $$xxxxxx, your getting our Internet price!" I immediately started walking away. Then turned around and sternly stated "Here, I'll show you everything wrong with the body on this car so you can show the next guy!!" The Sales manager told me he knew all the things I had pointed out. I drove 250 miles to look at a car that they represented as excellent, and he knew 70% of the car had sustained substantial body damage and had been poorly repaired?!?! Never, ever, ever will I do business with any of their dealerships. If you happen to be the new owner of this vehicle, please take it to a reputable body shop so they can show you what you'll soon be fixing again.

The service and process was excellent. Thank you, Robert, Bill and Katy for your assistance and making car buying easy. I would definitely recommend this dealer to my family and friends.

Came here to buy an Atlas after receiving lowball offers on my two trades. I didn’t tell them the background, but simply brought the trades for evaluation. Their total offer was 15% higher. We walked out with a new Atlas.

I have never been in and out of a dealership so quickly. I purchased the car and a warranty in 30 minutes with full knowledge of everything I was signing and why. This is why I felt Otis (the business manager) was AMAZING. Scott, (the finance manager) was incredible. He explained thoroughly everything he was doing with my money, my credit, and the rate I was getting and who I was financing through. The process for him to explain everything as well took only 5 minutes. I cannot say enough about Andres. He educated me on why a car like mine might be best, even giving me some cons. He was the most honest salesman I have ever encountered. I walked with a “car guy” I already trusted from another dealership, but quickly realized my “car guy” had nothing on Andres. All my friends will be referred to him from now on. The process for the test drive, questions, application, speaking to the business manager, and looking at other features of the car took about 1 hour. All in all this car purchase was about an hour and a half or less, I purchased two warranties (each only costing $20), and each salesman even had a great sense of humor. These guys deserve a fat raise.

I contacted Pugi VW to see about leasing a car. My situation was not easy as I was trying to get out of a lease very early. Proud to say I'm a new 2019 Jetta owner - Kelsie was personable and so easy to work with and Bill made the numbers work for me. I am so happy to be part of the VW family now! Thanks guys!

I've had a few encounters with the service department that were horrible. Beyond the fact that my car received new scratches from a previous visit, my most current visit drew the line for me. I called the dealer to get a problem resolved and upon coming in they said "We don't have you in for an appointment." They also asked " have you ever been here before?" It's shocking since I bought the car from Pugi that they would only reschedule me for a later date and question me like they did my other visit. I was blown off twice by service and still don't have my problem resolved. I recommend going to a different dealer such as VW of countryside who I have had pleasant experiences with.