Gurnee Volkswagen

Reviews 3

CH

Chris Calato

Very disappointed. With myself as much as with Gurnee VW. I found a car listed on a used car ads site that had no details aside from year, make, model, and miles. My gut reaction when I saw Bob Rohrmans name on the dealership was “forget it”. After several dealings with Rohrman dealerships I knew it was not worth the trouble. But it was the car I was looking for and I figured that if the car checked out and I verified that they didnt write up the contract for a different price than negotiated I could get out of there without getting Rohrmaned. I used the ad sites contact form and heard back from the dealer right away. I asked specifically if the car was a manual. She had to call back but eventually she said it was a manual, not a DSG. Actually she used the term “dry clutch”. I had to clarify whether it was a manual or DSG. I had to ask again for more specifics, like ext/int color and if it had a sunroof. My initial contact was nice enough to email me pictures that she took, none that showed the gear selector though. Second red flag: the price she quoted in the email was about $5000 too high(maybe more). I called right away and was told the price quoted was for the wrong car. After a couple more calls, including talking to a manager, and me stating multiple times that a manual was a requirement, I decided to go look at the car. The next red flag was that my contact was suddenly not available, I was to talk to whoever was there when I arrived. After an hour drive I was greeted by the staff and they were not aware of the car I described. They looked at lists and we looked in the lot but they were not sure. Eventually they found what was allegedly the car from the web site but it was an auto. Every car they had was an auto. Another manager came around and looked at lists and on the computer but didnt find anything. They did ask to make sure I wanted a manual a few times but never a “sorry about the mix up”. One manager just explained that they never take in manuals, especially wagons, because they don’t sell. He didnt even think the Sportwagen ever came with a manual. He also tried to tell me the car I was looking for was so unpopular that it was discontinued. I had to explain that my disappointment was the fact that they told me they had a car that didnt exist and I drove an hour to see it. I also explained that there was a new Sportwagen, with a name change. Golf not Jetta. Basically the same car. Just another example of a bullshitter. He was either lying to bolster his claim that what I wanted was very unpopular, like that was the issue, or he was just totally ignorant about what he sells. Either way it was typical Rohrman. Run away from this place, or any Rohrman dealership. If you are considered sleazy for a car salesman that is a real accomplishment.

CH

Christi Ricci

The Service Dept. at Gurnee VW is truly disappointing. I am an employee of Volkswagen Credit and needed my leased vehicle repaired, the convertible top was malfunctioning. I first brought my car in on 6/6/17 and arranged rides to and from work while it was being repaired. I picked it up same day and was told it was fixed, it was just a problem with the binding on the soft top. I should have tried it before I left the dealership... The next day on my way home from work I tried to put the top down and it was malfunctioning worse than before. I then had to bring my car back in on my day off and arrange another ride. I was told a repair kit needed to be ordered and would take a few days to arrive. I picked my car up and explained that I would no longer be able to arrange rides to and from the dealership and required a service loaner when the parts came in. The Service Rep said no problem, he would reserve one for me right away and call me in a FEW DAYS as soon as the parts for my vehicle were in. A WEEK later I get a missed call from the dealership with no voicemail. I call back and ask for the Service Rep and he stated he didnt call, it must have been the Parts Department, he would check on it and call me back right away. TWO DAYS LATER I still hadnt heard from him, so I called in and was told he was no longer with the company. I had to explain all of the time I had already spent trying to fix this issue, was waiting for parts, needed a service loaner, etc.... And they apologized and promised they would reserve the next service loaner because my parts were in. Another WEEK goes by without hearing from anyone, so I call in and explain the situation again, and the Receptionist promises to call me as soon as the next service loaner is returned. I proceed to call everyday for the next WEEK, and everyday they give that service loaner away and promise to save the next one. On 7/6/17 after 4 WEEKS of this nonsense, I took my vehicle to Liberty VW... They had a service loaner waiting for me and my car was repaired within 3 days. I will no longer lease vehicles through Gurnee VW.

TO

Tom Casten

My experience at Rohrman Volkswagen in Gurnee was overall unpleasant. Ill start by saying Katrina, the salesperson I worked with, did an excellent job. She listened to what I was looking for and was very accomodating the whole time I was there. After having been there for a couple of hours, my fiance and I wanted a bite to eat, and Katrina pointed us to a nearby fast-food place. I was about to pull out, and the head of sales (I believe that was his position) came running out and told me not to leave, but instead come upstairs to the break room and have some pizza. It was cold from lunchtime, but they had a microwave. So were upstairs in the breakroom eating our reheated pizza, and we are surrounded by 5 people from the team - Katrina (who mostly stayed quiet during this encounter), Dave the finance guy, the head of sales, the man in charge of used car sales, and another gentleman (I cant remember exactly what he was in charge of, but like Katrina, he was also pretty pleasant most of the time). I had some concerns about the car I was considering buying, and we talked through some of them, but the whole time I felt like I was being swarmed by a team who was more interested in making a sale than in earning the loyalty of a customer. A couple of times during the conversation, I got the impression that my concerns were either irrelevant, or a waste of their time, even to the point where they were trying to lay a guilt trip on me for expressing my concerns. Ultimately they made the sale, but they have lost a potential future customer. Ive purposely waited a couple of weeks before writing this review because I wanted to have a little time away and try to be as fair as possible. I went to Rohrman because Ive seen the commercials for decades, and I figured he must be doing something right to have been around so long. Maybe this experience was an anomoly, or maybe its the Rohrman sales philosophy, I dont really know; but I can definitely say Im not going to go back and find out one way or the other.

Other organizations