Hatfield Volkswagen

Reviews 3

X

X Johnson

On October 10, I had my Jetta Sportwagen TDI towed in for a no start concern, I couldnt jumpstart it, so I assumed there were bigger problems. I called in at 12pm to let them know it was coming and didnt hear anything back for several hours. Finally, at about 4:20pm, I called in and spoke with Brad, who informed me it was being looked at and would call me in an hour to let me know what was going on. He never called. I called in at 6:15 to find out that everybody in Service had already left, so I left a message with reception for him to call, which he never did. The next morning, October 11, I received a call from Chris at about 7:40am to inform me it needed a battery along with rear pads and rotors (declined) and a brake flush (declined). This tells me several things about their service department. First is that since I got a call first thing, Brad clearly had knowledge that night what my car needed and chose not to follow up, when he said he would. Second, that the service department is attempting to up sell maintenance on a vehicle that is subject to a massive buyback, which is a terrible practice. Third, I recently had my rear wheels off and know full well I need pads, but my rotors are perfectly fine. To attempt to sell me parts I dont need when I know brake jobs pay the same no matter if you put on new rotors or machine the old ones is reprehensible! And brake flushes are just a money-maker with no discernable difference to brake feel or operation. Fourth, your technician left the towing eyebolt in my cup holder and didnt reinstall the cover on the front bumper. Thats just absolute laziness. The tech has a responsibility to complete a job, and that includes the stowing of emergency equipment and installation of covers, caps, etc. (Not to mention a year ago, one of their techs broke a wheel lug bolt cover and I didnt notice until days later) Furthermore, my wife was forced to call off work on the 11th because we were down a vehicle. Had Brad called when he said he would, I couldve paid the diag fee and come with a battery to install myself, or paid extra to have a tech stay over by 15 minutes to install it, so we wouldnt have missed a day of work. (Shes an RN that works 12 hour shifts, one day loss is huge to us.) I can no longer in good conscience bring my vehicle here for service. Also, after all this, I exchanged emails with the General Manager who proceeded to lecture me on the importance of scheduled maintenance and that machined rotors can cause problems (which is total BS, all my rotors have been machined) and attempted to buy me off with a free brake job that I still dont need.

BR

Brett Friedman

I live in Cleveland, Ohio and had a 2010 GTI that I totaled at the end of March. I found a certified 2016 GTI SE with the options I wanted at Hatfield Volkswagen (approximately 2.5 hours away). I went and test drove it on Sunday, the 7th. The salesman, Ron, was great and I only have good things to say about him. In fact, the only reason Im not giving Hatfield one star is because of him; if youre going to buy a car here I would definitely recommend him. On Tuesday, the 9th, I sent Ron a text message telling him Id buy the car I drove. On Thursday, the 11th, I applied for financing via the dealerships Web site. Ron got back to me the next day with the rate they could give me. I asked if there was any other paperwork or anything else I could take care of from Cleveland and was told there wasnt really anything else but to figure out when I could come in. Since my car was totaled, I dont have a trade and needed someone else to drive me there. On Saturday, the 13th, Ron sent me a text letting me know someone was currently buying the GTI I said I would purchase. He said his manager wouldnt hold the vehicle. I know there isnt anything legally requiring them to hold the car for me, but they also wouldnt accept any deposit or down-payment and I was told there was nothing else that needed to be done. Ron offered to find another GTI for me, but I told him not to bother as its pointless if Hatfield wont hold it for me. I had found and made a decision on a car that is difficult to find, informed them, applied for financing, requested to complete other documentation, and they still wont hold the car for me. Plus, now Im going to have to submit another application for financing elsewhere and take an additional hit on my credit, which I try to keep in excellent shape. I didnt even have this kind of trouble when I went to Milwaukee to purchase my previous GTI five years ago. The dealership took a deposit, asked me to complete a financing application, and then held the car for me until I was able to get there a few weeks later. While I realize there wasnt anything binding me to the vehicle, I find this to be terrible customer service and a complete waste of my time and a waste of Rons time as well. I have no idea why I couldnt complete any other paperwork from home; apparently they dont want your business if you cant commit on the spot.

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Lesley McCandless

First and foremost, let me be clear, Hatfield Volkswagen has always treated me with respect. This is why I went back to purchase my third Volkswagen Jetta in May 2016. My first and second Jettas were purchased as Certified Used with the third being a NEW purchase. One of the main reasons I opted to return to Hatfield Volkswagen was due to the outstanding Parts and Service Department. No matter what question I may have or what kind of short notice I may ask to be "fitted" in for an oil change or any other repair Ben always accommodated my request! The crew members he has under his umbrella are outstanding!! The only thing I have negative to say is the windows needed to be cleaned with window cleaner as there were nasty streaks on all the windows. Other than that, I love my new car! Todd in Parts is equally wonderful when it comes to answering my questions about just about anything regarding my vehicle. He is knowledgable about all the parts I have purchased. Both Ben and Todd are assets to Hatfield Volkswagen Ron Kaman was my sales person for the new Jetta. I am happy to report that after test driving an automatic and a 6-speed manual Ron came back without white knuckles! He passed my test as a passenger. This is why he passed my test. I asked to test drive one of the 6-speed manual GTIs. As we were walking out of the dealership Ron said, "This should be fun!" As I was getting on the the freeway before I shifted from 4th gear to 5th gear I had hit 100 miles an hour! We were literally cooking with gas! That was a fun test drive! A note to Glenn Miller, THANKS for hiring Ron! Lastly. Carolyn has been the best voice on the phone for Hatfield! I love her to pieces!! When she does decide to retire (hopefully that is still a long way off) whoever fills her shoes has a big job to live up to as her replacement.

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