Colonial Volkswagen

Reviews 3

JO

John Moore

My 2012 VW Jetta GLI broke down on I-395. Could not change gears. No transmission action. Dead in the water. Luckily could hobble off the highway to safe spot to call for assistance. AAA towed me about 1/2 mile to nearest VW dealership in Auburn, MA. I had tried calling them and the operator was unable to get anyone on the phone to talk to me even though I was in an emergency situation. Upon arrival a service advisor gave me a little time and not much hope. "you need a clutch." The car had only 40K miles and I am not one to ride the clutch so this seemed unusual. I read comments on line about people getting up to 200K miles on a clutch. I called the Colonial VW Dealership in Medford, MA. from whom I had purchased my Certified pre-owned Jetta GLI 2 years ago and my salesman said the situation sounded a bit off to him and advised me not to commit to whatever report I was given upon further inspection until I had spoken to him. I had waiting in the first dealership about two hours to get a ride home, and in that time no one inspected the car. When I called back mid morning the next day no one had looked at it either. But the above advisor said I think you need a clutch and its about $1200. Maybe by the end of the day someone would get to look into it, I felt like I was dangling by a string and completely uninformed about my situation and at their mercy. I called AAA and had them tow the car to the Colonial Dealership in Westborough. John Lacey the service advisor at Colonial who handled my inquiry, returned my first call within minutes of calling them to let them know my car was on its way. From the get I felt that I was in good hands. Jon even offered to pay for the second tow if AAA decided not to pay for the second tow on the same incident if Colonial did the job. The car beat me to Westborough as I live in Pomfret, CT. By the time I was there, the Westborough team had already been diagnosing my cars trouble. The car was still with the 5 year drive train warrantee. Jons team had tried moving the gears both while the car was running and while the motor was off. His first explanation to me was that, based on their preliminary testing, the cause was 90% likely to be a problem with the pressure plate, which was a part of the drive train. If the ultimate inspection when the car was disassembled confirmed his notion, the entire repair would be covered under warrantee. This whole event occurred on a Friday so the ultimate report would not be forth coming until the next week. In the mean time Jon ordered any parts likely to be required and expedited a qualified repair tech onto the job as quickly as possible. Jon was incredibly attentive, kept in touch with me with the progress with several calls. He was very happy to inform me that the final inspection had confirmed that the problem was a defective pressure plate and fell under warrantee repair. He delivered the car to me with a brand new pressure plate, flywheel, and clutch. NO CHARGE. In the course of this adventure it was never completely certain what the outcome would be, but I felt totally and transparently informed about what may circumstances were. I did not feel like the doctor was hiding behind the curtain and roughing me up for the worse case. Its easy to be happy when you find that the repair is at no cost. But even if that had not been the case, the openness and honesty conveyed by Jon and his team were much appreciated and let me sleep at night. I will always go the extra 20 miles to Colonial VW in Westborough for any required factory authorized service on my Jetta GLI. THANK YOU!

AN

Andrea Morales

HORRIBLE EXPERIENCE! I will never return here again. First they wasted two days of my time (a minimum of 2 hours each visit). They waited on other customers before us and treated us like we were ignorant and not worth their time. The most offensive moment was when the salesman started loudly asking me details of my financial situation in the lobby full of customers instead of bringing me into a private room to discuss these private issues. They would not take no for an answer and even before we made up our mind on any car they were congratulating us on our purchase and filling out finance paperwork. We made our budget perfectly clear and despite this they kept finding one reason or another to increase the monthly payment and again would not take no for an answer. The salesman kept trying to pressure and guilt us into purchasing the car by stating how he has to bartend at night and has a wife and kids, how the company has been so accommodating to us (which for their credit, they were trying REALLY hard to sell us the car) and how the company cant even make money off our trade in and in fact would be losing money. After hearing this salesman go on and on for a lengthy amount of time I politely told him that purchasing the car would not be financially responsible to which he responded by stating how poor my credit, which really....was not necessary. Finally, after I decided to excuse myself from the room as the salesman would not shut up, my husband stayed behind and asked for his deposit back at which time the salesman accused my husband of "turning" on him. After refusing to give back the deposit (because it was the weekend and could not be done until Monday) the salesman sarcastically stated "good luck with your car" which was utterly inappropriate and unprofessional to say the least. A few days later we bought a car at another volkswagen dealership where we werent pressured into purchasing a car we could not afford and actually bought the car we originally wanted and within our budget. When we returned to Colonial for our refund (which was the only way they said we could get our deposit back) they stated they already put it back on our card- so we went there for nothing. As if that wasnt enough we could hear the salesmen mocking us in the other room off the lobby as we left. Again, HORRIBLE service all around (and Im sure Im forgetting some of the horrific details). Very unprofessional and immature- I would NEVER recommend anyone go there for sales or service as I imagine that level of professionalism is building wide at Colonial.

WA

Walter Runne

Colonial Volkswagen has treated me with exceptional professionalism for a number of years. There service department is the best I have ever experienced in all 44 years of my driving lifetime. I have owned many VWs in my lifetime and have purchased and serviced in many dealers Including Colonial. My recent purchase was another testament to Colonials Sales and Finance Staff. Christopher Tattrie my sales representative was fantastic to deal with, I truly cant say enough good about him. Chris helped us right away by getting us into a test drive of a new Tiguan, We mentioned this was the model we were interested in. Within minutes Chris had us in a brand new Tiguan for a test drive. We went off for the test drive and I knew right away this car was what I was looking for. After test driving other brands of its class it was a no brainer,and I might add its above the others in class that I test drove. We got back from our test drive and I noticed a brand new Beetle that stopped me in my tracks. I looked over to my wife and said maybe we need to consider something a bit more fun! My wife rolled her eyes and gave me the practical speech. Chris stepped in and said it wont hurt to take one for a spin. My eyes light up and my heart began racing with excitement. Chris set us up with a Turbo TDI loaded. We climbed in and off we went........... I was 30 years younger again and thought wouldnt this be a blast!! But then we returned back to the parking lot and my senses returned too, it was the Tiguan we came looking for. I must also say its just as fun, and what a ride!!!! Chris has the patients of a saint. My Wife and I put him through the daunting task of whittling down to a price we could all live with. Chris was very helpful during this otherwise uncomfortable part of buying a car. Both his wit and professional demeanor worked with us by helping us come to a decision. The usual game of teaming up with the Finance guy was anything but usual. The support from Lamar our finance person was also an exceptional experience. No pushing, just down to the facts on where we want to be and he put us there. A very good place in an exciting fun new car. Colonial Volkswagen you have a team here you need to recognize as the very best on your floor, Chris and Lamar Thank you both for helping us make this purchase a wonderful and exciting experience, I am looking forward to working with your service team again also the best in the industry. Truly, Walter Runne

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