Smith Volkswagen

I am updating my 6 year old used car review. The car is in good shape generally and isn't a lemon. The check engine light was a relatively < $100 issue. I would have liked Smith to offer any routine repairs up to $100 considering my purchase was so new.

Took my car to the VW dealer to check with bad radio reception and echo during phone call and since I was there, I asked about pulsations feeling when braking. Not on the steering wheel but on the pedal. None of the issues was fixed! For the radio, I will have to wait and leave with the echo until if a recall is issued. Regarding the break pulsations, the dealer suggested replacement of the 4 pads and rotors. claiming probable cause are excessive heat buildup from excessive braking!? I have been driving for more than 40 years and never had an issue with my beaks except normal wear and tear. My jetta bought new has today 12000 mile (still under warranty). The rotors look in good conditions. There is no visual damage and the surface is smooth to the touch. Unfortunately, the dealer did not recognized that breaks don't go bad within the 12000 miles, unless there is an issue with the pad or rotor and that should be replaced without cost and not asking for $ 1145.00!

Don't buy a car from this dealership - bad customer service..... ownership is the worst I have ever encountered....

Totally stunned at this experience. And currently trying to find out if my experience was lawfully executed. Traded and Purchased a vehicle then they literally took it away. Simply because sales manager on duty wanted to. My salesman was Mike Eller and the sales manager on duty was Jeff Kessler. 9/1/22 test drove vehicle and started paperwork which had to be completed next day because of time. That was fine. 9/2/22 go back to purchase vehicle, first a game was played of Mike not being present, 5 mins later allegedly "came in just for me". After a waiting game and having to ask i find out he was closing 2 deals at one time which would still be ok with communication. Spoke with the Sales Manager Jeff about it and he unapologeticly says ok a lot of times, and non chalantly brushes me off. The waiting game continues, when Mike returned he still never apologized or told me he was working 2 deals. I had to remind Mike twice to get someone from service to clear a Notification in the car. I hate to bring race into this however I feel like the white guest was catered to and respected (i had someone with me witnessing the entire process) I was never thanked for patronizing, i was not given a tour of my vehicle, i was not asked until i was literally pulling off if I had any questions. However I was happy with my vehicle and had to be to work. In hindsight i should have walked out and not went through with the deal. So pull off I get the next alert that the remote keys needed to be replaced. Shouldn't happen with a cert pre owned but no biggie things happen. So i go back to dealership on Tuesday it was the holiday weekend and i couldn't make on Saturday because of work. By time i get there on Tuesday Mike informs me that the service department was closed but i could come back in the morning i say fine then he says there was an issue with my insurance being in DE but my car being registered to PA. Why was it registered to PA idk because I informed mike that i live in DE and event sent him my insurance card. I provided him with all proof he said ok we'll figure it out. So I go back today 9/7/22 spoke with mike 2 times over the phone, lets me know he has my batteries it'll be quick. So i run out the house leaving my children 13 and 1 1/2 home because I'm thinking I'll be no longer than 30mins. Get there only for him to take my keys and tell me to speak with the finance guy i cant remember him name but he wasn't too kind either. He tells me I need to get another check from my bank the first reason being a number was written incorrectly. Which was only a difference of $70 and 2 the fee was going to be increased because it not needed to be registered again which difference of maybe $1000 both transactions could have been paid out of pocket but I was not offered the option. When i asked which i had every right to ask why would i have to pay for a mistake that was made on mike's behalf the finance guy immediately took offense told me it was my fault my character limit is exceeding wanna explain further. I asked how long it would be because my children were home alone and asked why i wasn't informed all this needed to be done over the phone i would have brung my kids. Jeff lied straight to my face and said it just came about. They took my new car back, brung back my trade, Jeff told me he was unwinding the deal and that i wont get my way today. I asked for hq info he said tom smith but gave no contact he said they're independently owned and gave me the general sales manager card. I tried calling the cops but they didn't show. I asked could gas be put in my car because i just had filled up my new car he told me No. My home parking permit that i asked them to give me to put in new car was missing and now i have to replaced that also at my cost. I feel disrespected, disregarded, and discrimated against. And i will be finding out my right ASAP. It just wasnt right and no paper work was done to reverse anything. I hope this helps the next person.

Great experience with a knowledgeable staff. No pressure and made sure we found the car that was right for us. Thank you to Jason Smith and his team!

Smith Volkswagen sold my husband and I an unsafe car and refused to do anything about it. They are completely unethical. This is the 5th car we have purchased from them and it will be our last.

They sold us an unsafe car and refused to do anything about it. Horrible dealership run by a horrible general manager. They are completely unethical. Avoid them!

Awesome service staff. Sales staff not so much. Only care about getting the sale then they are done with you! Go somewhere else if possible

I purchase a car from this dealership and I told him that I was unhappy with the vehicle they did absolutely nothing to try to make things right they basically inflated in the numbers and gave you a nice little song and dance even told me I had to put down a lot of money stating that it was the financial company that told him that but I’m not sure about that so beware this was the worst experience that I ever had

A once amazing service department now quite the opposite. I would love to say my complaint is purely because it took 10 days to replace intake runner flap motors on a 2006 Audi A6 Avant, but it isn't. Everything that could have gone wrong did. Dropped off the car on the 22nd with Bobby, a service tech, stating it had a P2006 Engine code and I wanted to get an oil change while there. They stated they would do an engine diagnosis and figure out the issues. Later that day I was told it was the runner flap motors. Asked if that is near the intake valves and was told yes, so I gave them the okay to do the valve cleaning on top of the runner flap motors and oil change as they were already there. Agreed on the work being done and I was told to put down a 500 dollar deposit for the work to be done. All paid. All good. Talk to you soon. 26th rolls around and no word from Smith VW. I call and find out that they were waiting on a gasket and it would be done "early next week". 29th rolls around and still no word, so I call. I was told that day that they were waiting on 1 bolt. And that they most likely had the bolt in house, but never checked during the 3 days. Will be done tomorrow. The 30th rolls around and I get an email, not even a phone call stating that the valves are dirty and need to be cleaned with an extra 517.50 tacked on to the quote. Even though we had already discussed and agreed on getting the valves cleaned. . . At that point I drove down to the dealership to get a better idea of why this was taking so long. The service manager, Jason Willey, was nothing but dismissive, cold, and would not take responsibility. His catch phrase being "What do you want me to do about this?". Didn't even know much of anything of what was going on, what had happened leading to this issue, and also refused to acknowledge it as an issue. I demanded that the extra 517.50 be removed from the invoice. After much headache, that was what was done. When I asked why he didn't chime in when the car had been there for a week sitting, his response was "I deal with 50 jobs a day, do you think I can keep up with them?". Just constant excuse after excuse.