Recent Repiars to my car - My experience in the past hasn't been all that great --- but with the new service manager - and the changes to the service department - I had a phenomenal experience. They took care of my car in a timely manner - they were very communicative (let me know the status of my car, where the car was in the order, when the car was expected to get done) --- all-in-all my experience has really good --- they have and are doing a great job read more

Each and every employee at this dealership is worthless! Maybe if they weren't racist, they would actually become at least a 2 star worthy dealership! We have the cash, and not get a straight answer from anyone at this dealership, but calls to other Antwerpen dealers are just as bad. The "just say yes" guy Jack Antwerpen doesn't exist to talk to customers - he doesn't care at all his customers. I can't imagine how it would be to service the car after purchase with them. The GM Michael from this dealership just called us to abuse and harass us! read more

In the last fifty years I have purchased many different cars from many different dealers.After making an attempt to purchase from these people one word of advice RUN .Be prepared to be double tag teamed First step is double talk sales pitch from the salesperson they will leave the room next step the finance comes into the room with his pitch he will leave then sales person returns .They have the routine down that np pressure just double tap sleezy read more

Price gouging! I mean $413.00 for an oil change and tire rotation??? Really? What planet are You from? These are the same idiots where the manager wanted to trade me a new Jetta - Volkswagen is having a hard time off loading them - for my Beetle Convertible SEL with LED light package! Ridiculous! Never again. Tell "Jack" NO! read more

Horrible Experience. Avoid this dealership and take your business elsewhere. Everything from the negotiations to financing went wrong. Take your money elsewhere. read more

I purchased a vehicle from Antwerpen Dealership in Pasadena, MD, and was shocked to find out there is an automatic $2,000 fee added to ALL used cars. This fee includes a mandatory "Zurich Shield" add-on that they claim you cannot refuse. I was told I couldn't remove it, making it a precondition of the sale, which feels deceptive and unfair. If you're shopping here, be prepared to pay thousands more than the listed price. Do your research, ask for a breakdown in writing, and consider going elsewhere to avoid hidden add-ons. read more

I was asked 4 times to leave a review about my experience so feel free to read this or don't, honestly I'm just happy we're done with Antwerpen. I'll describe my experience below: I would not recommend Antwerpen Volkswagen to anyone looking for an easy experience in purchasing a vehicle. This is not meant to be a rant by any means, the car is honestly fine, just a warning that if you come here you will have a tough time. I flew into town to help my mother-in-law buy a pre-owned 2024 Tiguan for herself. We already pretty much knew which car we were looking for and were prepared to pay in cash and be in and out...... but it was far from that easy. The salesperson had no answers to a single one of my (relatively easy) questions about the vehicle: Front Wheel Drive? Not sure. Wireless CarPlay? Not sure. When does the warranty expire? Not sure. Why does she get commission on selling me the car I knew more about than she did? Not sure. **She was sure to try to sell my mother-in-law a warranty on top of the current warranty (that has 3 years left!) conveniently when I walked away to take a phone call. Coincidence? Up to you. The car didn't have any floor mats at all, so I asked if we're paying the asking price, could they please throw in rubber mats (not exactly asking for the world, here) and it was a fight the whole way. I was told "we don't do that here" and I had to explain to a different sales person how it would really be a sign of good faith here to just throw us a bone for what we've been dealing with and they agreed which was a pleasant surprise. She informed me after we paid that the car only had one key (that's on me for not asking, so make sure you ask first!). I (stupidly) asked how to get another key for my mother-in-law, and she told me to "just give parts a call next week and they'll order it for her". Easy right? Wrong. I called on Monday and was told the sales person was mistaken and my mother in law would need to drive here in person, show the title, get the key ordered, go home, come back, have it programmed, and then she'd be all set. Obviously I had flown home already and didn't want to put her through all that, so I spoke to a sales manager (Sam maybe?) and explained the whole situation. He was understanding and said he's sorry she didn't know the process and he could get the key ordered as a special 1-time scenario but we'd still have to come in to get it programmed. I told him I appreciate it and I'd be back in a few weeks for thanksgiving so that would be good timing to get it done. I called the Monday of Thanksgiving week to ensure the key was ready and they informed me they ordered the wrong key so it wasn't there. They got the correct key ordered and informed me that I could go and get it programmed for her if she sends an email to the service person with her license approving me to go get it. I showed up to the dealer when the correct key arrived and of course they said they weren't sure what I was talking about, and that I would have to verify that the email was sent to the service person who wasn't there before they could do anything. Nobody left a note or said anything about the fact that I would be picking up the key and getting it programmed for her. Like I said, everything is decently ok now since we have the backup key which was ($400 with install) but no part of this was easy. Had the sales person known more and they just helped us order the key while we were sitting here for 5 hours and thrown in floor mats without a whole argument, this would have been a customer service success and we'd service the car at Antwerpen moving forward. I just don't want other people to be taken advantage of. Ideas that could help you in the future from one business operator to another: 1. Educate your sales people on the kinds of cars you sell and they features they have. I'm no expert, but I'm guessing it will help you sell more cars! Between us, I would have been easily upsold to another model by a competent sales person if someone showed me the benefits of the Atlas. 2. If someone comes in and pays full price and asks for a $120 basic item to be thrown in (mats), make a deal! You're car sales people- trust me, the $120 loss is worth keeping future service business. 3. If you're selling a car that only has one key, either throw in a second key or (if you're too cheap for that), inform the buyer early so they can get that process started instead of spending an entire day at the dealer and have to fly back into town and jump through hoops to pick it up. I wasn't asking for the world here, just some simple communication and human decency. read more

This place is full of SCUMBAGS, at least on the finance side!!! They price the car reasonable, then try to add on all kids of BS fees once you ask to see the numbers! The car was listed for $17,999. I get the 3k for tax, tags title... but they came bak @ $24,800??? they tried to add certified fee, which is just making you enter into to a 2 year warranty, then they mentioned they would fill the tank half way, not full because its a used car??? DO NOT EVEN ATTEMPT TO DEAL WITH THESE IDIOTS! read more

if I could rate zero I would, but I don't have the option. Want to buy a car drove two hours they upped the price $2000 while I was there. Tried to deny it said it had always been 17,000 until I was able to prove otherwise, but they still tried to deny. These guys are your typical scummy and gross used car salesman go somewhere else with your money. read more

Antwerpen Volkswagen - Car Dealers Near Me - Pasadena, Maryland

I went for a scheduled oil change and tire rotation here. I sat and waited for 4 hours while I watched people chit chat and wander around aimlessly. I get home, and realize they never rotated the tires and when I called back was met with "well how do you even know" from the clearly, poorly trained customer service person in service. No one offered an apology for the dishonesty, just rushed me into scheduling another time to come in. They damaged my oil pan and without even looking at it, the MANAGER says to me, "I mean you can bring it in but we're not taking responsibility for it". Yes, I needed a PCV valve replacement which I bought myself and had done---HOWEVER, the PCV sits atop the engine and is nowhere near the pan. Terrible customer service, terrible service staff. This place is only good for parts IF that. read more

dam made buying a car very good. They were very polite and I would recommend them to anyone of my friends.

Do not go here. They overcharge! Very unfortunate experience. Discovered broken parts after I paid for the repair.

We've been taking our VW here for service for years and I've never had any issues. The staff is friendly and communicative. The mechanics are upfront and professional (so far as I can tell). Sure, service at the dealership is more expensive than a local mechanic, but having those dealer logs helps when it comes time to try and sell. No complaints here. read more

I would like to amend my review from earlier today. I spoke to my salesman about my displeasure with not being able to receive service on the car I purchased one week ago. He immediately contacted the supervisor of the service department who called me and figured out my issue over the phone. I am grateful to have an answer to my problem which really wasn't a problem that needed to be repaired. I'm not happy with how my call for service was handled but I am very happy and impressed with how quickly the supervisor stepped in and helped. read more

The saving grace of the customer service is Wendi. With that being said this post is about the Service manager. I arranged for a shuttle for pick up after my car was serviced. I was guaranteed a pick up time of 3:30. I called twice to verify. Both times I was assured my ride would be here. It was 90' degrees out and the shuttle was 50 minutes late. The gentleman who picked me up said there was traffic...I work in a school and all of my 197 parents were on time that day, so I had trouble believing that. The gentleman who picked me up, not once mentioned that he was the Service Manager, Ronald. I was extremely upset as I missed an important function and told him that. Again, he did not interject that he was the service manager. Why would he be elusive about who he was, because he didn't want to be held accountable....do better Ronald. read more

They need a minus button. They sold me a rebuilt transmission at $3800 bucks. I questioned whether the tranny had to be programmed They said no. Had it put in & it needed to be programmed. Antwerpin couldn't program it so HQ said replace the tranny. Antwerpin charged me $1200 bucks to install. I'm sure HQ didn't say replace wit labor cost. All of that & the problem was the motor mount & Antwerpin never said anything was wrong. Gave me like a 100 point inspection & said everything was good. It wasn't. Don't go to Antwerpin read more

Wanted to add to this. I found out after I wrote my last review of this crooked dealership that I was only given one key for my VW Certified car. I called back up there and was given the run around and finally got someone on the phone who told me sorry about your luck, you signed the papers that said you got everything you were supposed to get including both keys. I advised them, that I had only been given one key and I even asked the salesman about it who told me it only came with one. After consulting VW corporate and the local VW place I was able to get the key discounted to $175 that I had to pay out of pocket instead of $300. Again, stay far away from this crooked dealership. read more

Stay away!! They advertised a used car for $14,500 online and then quoted me over $19,700 "out the door" price once we were there! That is a HUGE difference. I understand state taxes & fees need to be paid, plus most dealerships add a dealer fee of $300-$400 approx. But these guys added an extra $1000 penalty to the price tag for not financing through them and then added over $2800 "reconditioning fee." What a scam! We've been to several dealerships lately looking for cars and the price out the door has never been $4K-$5K more than the list price. I'd stay away from this dealership and go somewhere else where they're more honest & upfront. read more

The service light on my Volkswagen atlas came on while I was on a business trip. I pulled in several Saturday mornings ago walked into the show room to find out where the best entrance was for service. Very clean well organized and extremely friendly staff. I meant one of the service managers who is kind enough to take my keys to my vehicle in for an evaluation. They quickly diagnosed the problem and performed an adjustment and I had my vehicle back within 20 minutes. They even did some testing on the other systems to make sure that I would be safe. I highly recommend this dealership, their team and very clean facility read more

I've been coming to get my car service here since I purchased my car in 2019. In December 2022 I spent 1,250 on a new radiator no problem. However, two weeks ago I got a 90k miles service, air filter, headlights and front pads/rotors which cost me exactly another $1,250. Yesterday not even two weeks after getting my car service my traction light comes on with the service engine light and tire pressure light. I called the service center to tell them about my problem, the representative CHARLES DICUS whom I spoke with and helped me initially for my 90k miles service first thing he states after I explained to him the situation is $250 for a diagnostic fee because I got my car fixed a month ago which is not true, more so about two weeks ago. I told him I wasn't paying a fee they should look at it then he transferred me to the SERVICE DIRECTOR RALPH MOXLEY he stated the same. So today I took my car up there so they could take a look being though tomorrow would make it two weeks since my last service. Ralph stated he will not look at my car because I have an attitude unless I pay them for the diagnostic fee then told me what he could do is lift the door up so I can back my car up and get out BECAUSE AT THIS POINT HE DONT WANT TO HELP ME. Would you have an attitude as well after your car get service never have any lights on your vehicle spent over 2k within two months and they say they want more money from you instead of taking a look at the problem. read more

I had my car towed there Because it wouldn't start and I was unsure of what the problem was only to be told that my FOB needed a new battery! Mike C took great care of me! Mike was friendly, courteous and very professional! I live an hour away and I was relieved when I got the call to come pick up my car after a few hours! read more

Erick is really not the best person to deal with if you have a budget. Especially because he will make you feel like shit and like you are wasting his time. Just because he spends $200 a month on beef jerky that apparently means everyone should be able to afford the same luxuries as him. Some people can only afford 300-350 a month, how dare you judge someone who comes looking for help. His cocky attitude is not what someone wants when walking into a dealership. The car was for a 17 year who has their first job and cant afford a 500 car note. But Erik doesnt care as long as he makes a sale, but he only wants to work with certain people. Never have we had a salesperson make us feel so little. We went to another dealer and walked away with a car for our son and had great service. To the manager of AV, your buddy Erik needs an attitude/ego check!! read more

Antwerpen Volkswagen Pasadena sells Broken cars and has the worst reviews Ever, selling cars. Yancey Cobb is a liar and a crook. They don't give paperwork when you buy a car nor does corporate return calls. The BBB is a complete joke when it comes to making people do the right thing. Yancey threatened me during the buying because of the repairs. Went on a test drive during my complaint of the broken wheel, Yancey sat in the back of the car on the side that's broken to create extra weight to silence my complaint about the wheel. The car had 19k miles on it and sold without the factory warranty or an extended warranty. This is why you don't get paperwork. Deception at its best. The car has been to Volkswagen Service at Heritage on Harford Rd 3 times. They keep giving it back saying nothing is wrong but the wheel wobbles and leans in the rear. Literally stopping traffic everyday on my commute. Aileen Saunders is Jack's Secretary. I've called her 30 times. When she went to look for the jacket of paperwork to the deal, there was no paperwork 45 days after the deal because the deal was so poorly written. Mike Molnar never called back 2 days after the deal either because of the deception. When I took delivery of the car, Steve shut the dealership down, turned out the lights and left me on the lot with the broken car and no gas in it with the gas light on. Armondo told me they don't put gas in used cars but the State of Maryland requires a half tank. When the finance company called, I explained my issues with the broke car so she (Johnnie) called them and stated my concerns. The never put the car on a lift or inspect it. That's when Yancey told me I wasn't going to have a car if I don't call the finance company back because my traded car was no longer at the dealership. My car is still broken. I took my car somewhere else and it's still broken because NOBODY KNOWS WHY THE WHEEL IS SO SCREWED UP IN THE REAR ON THE PASSENGER SIDE. SEEMS LIKE DELIBERATE DECEPTION TO ME. I put in a complaint with the BBB. NOTHING DONE STILL. I SHOULD NOT BE HELD ACCOUNTABLE FOR A CAR I COMPLAINED ABOUT SINCE ITS PURCHASE. DONT BUY FROM ANY FORM OF ANTWERPEN. THEY ARE CROOKS. Who makes dealerships do the right thing? I have a note and a broken car. Why does this Dealership of all Men take advantage of Women. The worst reviews are written by women on their website. Yancey Cobb can do silly commercials but you can't make sure the products the you sell are properly serviced and running smoothly as a General Manager. Takers. read more

Antwerpen Volkswagen - Don't buy cars at Antwerpen. Right back at you Yancy Cobb. How does it feel when you have to pay it back. Got ya back! - Car Dealers Near Me - Pasadena, Maryland

Brought 2019 Atlas and 1 week later the check engine light came on so I brought it to the dealership hoping for it to be repaired. Yet a week goes by and another check engine light appears with same problem code. It's crazy because it was suppose to be fixed but clearly wasn't and now Im told I'll have to pay out of pocket because I'm over the 1k miles for a new car. If it was fixed the first time correctly why am I having to pay again!! Also when purchasing the vehicle told the sales person the rotors look bad and he said it passed inspection come to find out couldn't possibly pass because the back rotor and brakes were gone and the car barely would stop safely. So I had to come out of pocket $1000 for it to be repaired. All before the first 30 days this has been the worst car experience I've ever had never buying from here again!!!!! read more

Bought a 2019 Volkswagen Golf Alltrack SEL 4motion "loaner" but it was repaired in their body shop and they left the wrong color side mirror on it but told me it was not true. The sunroof or other seal leaks on that side but no CARFAX accident. No explanation. I was 100% dismissed. CROOKS read more

I am in market in search of passat v6 sel premium and i found one in this dealership which they marketed it for very low price in cargurus website. So i got in touch with one of the sales manager Robyn Zamora and she forwarded me to sales person alex. when i had conversation with him over the phone to get OTD price of car and to fix the deal Initially Alex (sales person) quoted me is 30k OTD price and even his manager Robyn Zamora gave me the same price. I thought of negotiating the price and contacted them, but this time they again changed OTD price and increased price to 32K. Apart from this if i strike a deal with this dealership over the phone i need come to this dealership from my place which is from Texas state where i need to put extra effort. What happens to a customer like me if they change the price of the car when we reach the dealership after getting the OTD price. Robyn Zamora (sales manager) and Alex (sales person) please avoid these two folks so that at least you can get a good price quote. This two folks doesn't want to sell the cars by the way the deal. Really pissed off by this dealership, they conflict among themselves and doesn't stand up to their promised price. I will never again reach this dealership to try buy a car. read more

They wore masks and were friendly. My only gripe is that they add 1000 bucks for cash, not a standard practice AND the salesman clearly said that tax title and license were included in the price, which surprised us because that was not standard at all, then he later claimed he never said that. To be fair he was just trying to get us to leave after he learned we had outside financing, but still. read more

My daughter and I went out looking for a car and decided to stop at Antwerpen VW in Pasadena, Md. She decided she like Tiguan, and as a sales person to take a test ride. I noticed there were at least a dozen vehicles on the lot at the time. She decided on purchasing the Tiguan, so we stepped into the dealership. No one ever came to us during the entire time that we were there to go over the numbers. The sales person simply asked by bringing a hand written sheet of paper, gave us three figures and asked us to circle where she wanted her car payment to be. I knew this was a red flag and I wanted to see more information. After sitting several hours I want to cross the street to get us Chick-fil-A and came right back. I wasn't gone 15 minutes and when I came back she had already gone through the signing process. The only question I was able to ask is what the finance rate was, which I found out was 9%. I was clearly unhappy and the finance officer looked at me and said that's what he was paying too. He continued to tell me that her credit score wasn't good enough to get the better finance rate. I later discovered that they added several charges totaling $12,000 over invoice. I called, stopped in, and finally my daughter and I went in and sat down with the manager Yancey, and the financial officer. They were rude to me from the very beginning by telling me they were going to record my conversation. I told him I wanted to have two of the charges removed which they did, but I could clearly see they weren't happy about it. I also have the conversation recorded. When I went to refinance the vehicle, the bank proceeded to tell me that my daughter has excellent credit, 810, and she should've been able to get the best finance rate. She was currently paying above 9%, and when she refinanced she was able to get 2.99%. I just want consumers to know especially if they're not sure what they're doing, or first time car buyers, like my daughter, that Antwerpen VW will rip you off, Then make you feel like your crazy while they rudely treat you like you've done something wrong by inquiring. I have facts to back this up, so I would welcome anyone to contact me for more information. Sheilaschreiner1014@gmail.com read more

Went here to get my 20k mile maintenance performed. Friendly staff and willing to listen. The service was fast and the waiting area was large and comfy. I also spoke with a couple sales people who werent pushy but then again I was just making small talk. Be aware that the employees will inform you about an email or phone survey that comes directly from VW. They (VW as a company) take this VERY VERY seriously. The employee will probably mention something about how you need to rate all 10s and nothing less is unacceptable and to contact them. I was very satisfied and would've gladly filled out the survey with 10s but I never got one. read more

Antwerpen Volkswagen - Waiting area - Car Dealers Near Me - Pasadena, Maryland

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For starters not too shabby. I just moved to the area and decided to take my car in for an oil change at this dealership. So this is a service department review. I came in on a Friday at 1:00pm and there was absolutely no wait to get checked in which was a plus (I made an appointment). I was greeted by A Service Provider by the name of Matthew Stiegman. HANDS DOWN THE BEST CUSTOMER SERVICE. He was on top of everything and even tried helping me find a key ring for my key. (It's the little things that matter). He was very friendly throughout the entire interaction. I was directed to wait in the actual sales area so there's no service department waiting room. Very clean and spacious. Large tv, comfy couches and thankfully vending machines that take credit cards. I didn't have that normal awkward moment where salesmen try to get you to buy a new car. They all just said hello and kept it moving which was a plus! I was quoted for an hour and a half job and I was finished within an hour. WHICH NEVER HAPPENS especially at a dealership. Matthew went over everything with me and didn't push me to try to get work done on my vehicle. He recommended things to be fixed and was honest about it. There's only one con which isn't a huge deal but, little things matter. I don't know who the tech was working on my vehicle but, little things with caps not being secure and my battery cover not being on and secure can be a HUGE issue to some people.. Thankfully I always check after I have work done on my vehicle had I not it could've been bad. If anything I would say the techs needs to pay a little bit more attention to small things. That'll go a long way! That's why I'm only giving 4 stars. (Matthew again went above and beyond to resolve that issue) Nonetheless the customer service is OUTSTANDING Here. That's what'll bring me back for sure. It's hard feeling comfortable at dealerships and I feel comfortable here. read more

We had a great buying experience as well as the follow up after the sale. Our purchase was a used truck, but I'd bet the crew there would be just as nice for a new car purchase. If you go in, ask for Seth, he was easy to work with and made sure the deal went smoothly. read more

Antwerpen Volkswagen - Car Dealers Near Me - Pasadena, Maryland

These guys are awesome Under new management and the bodyshop is now ran by one of the best guys in the VW scene . You will not have a bad experience with this crew here . They go above and beyond the scope of expectations. Kudos Jack ! Keep sayin' Yes! If you're looking to purchase a VW Make sure you speak to Sam . He's one of the best VW experts in the Mid Atlantic Region . If you're looking for Service ask for Mike or Robin . You won't go wrong. Yancy is a great guy too read more

I called to inquire about a Truck and the price was more than I was willing to pay. I informed the salesman That I was going to shop around. He became irate and was very disrespectful and aggressive. Over the next 2 days my number was passed from salesman to salesman and again when I told them I was not interested I was disrespected by over aggressive salesman who refused to take no for an answer. I have never been so disrespected by so many different salesman from one company. I had a pre-approved loan and that's all they cared about. This is the first review I have ever written in a negative fashion but the experience I had with these men just left me feeling very disrespected because I wanted to look around. Buyer beware, when you contact them be prepared to be harrassed by aggressive sales people. I will be sure to tell anyone who asks to avoid them at all possible cost. read more

Click bait. I specifically asked if the online price was actual price of the car when I called. They added over $2000 in fees not including tax, title etc. when I got there. 2k more than what the car is worth. I said to the salesman Jack (nice young man) I didn't want the car then his manager came in. The manager was so rude and disrespectful lied to my face about the car buying process. Made my car buying experience a nightmare. I left read more

I have owned seven Volkswagens, and currently own three. This is the only Volkswagen dealership where I continually have issues with their service department; I will not return once I get my car back. I purchased an extended warranty from a dealership when I bought this VW and I brought the car to Antwerpen to have them check the airbag warning light, suspension problems, a vibrating side mirror, backup camera issues, and moisture in the ventilation system. I was told I may be charged ONE diagnostic fee ($135) but it would be waived if any work was to be done by them. I was contacted a couple days later that only the suspension was going to be covered by the warranty and when I asked about it I was told by the customer service rep said that I could contact fidelity warranty directly and discuss the issue with them. The rep emailed me the number for Fidelity and I called them; the Fidelity rep said that the issue should be covered and they have no record of Antwerpen asking about any of the items except for the suspension; which they had approved. I called Antwerpen back to let them know and the service rep said he understands that I'm trying to get my car repaired for free but they have already called Fidelity twice about my car. When I stated that the repairs aren't free since I paid for the extended warranty and that I only called fidelity because he suggested it, he backed down and said he would call Fidelity back and check with them. The next morning I got an email from the service department letting me know that the service rep is no longer working there and I was assigned a new rep. He emailed me later stating that the issues with the car are not covered by the warranty and that if I wanted them to troubleshoot the items further that they would charge me $135 for each item being diagnosed as well as charging me for the mirror if they break it while trying to figure out why it's vibrating. I went down to talk to him in person since that seemed unreasonable, he told me that I had to pay the additional costs if the work was going to be investigated to see if it can be covered by the warranty because his guys don't work for free. I told him that the dealership should pay the workers but should provide the diagnostics as originally agreed when I turned the car in. He said the guy that told me they would do the diagnostics is no longer working there so therefore they don't have to honor that and said I could have the car back if I have a problem with that. I gladly said I would take my car back; I'm still waiting for them to finish the suspension. I dropped my car off with them four days ago. Their service department has never been very good but has been getting progressively worse as of late. Even though I live down the street, I will not be returning to this place for anything. They have a giant banner hanging in the service department that says Maryland's number one customer service 2017. Instead of trying to convince people that their customer service is good because of a banner, they should try to convince them with good customer service. read more

PSA....DO NOT USE ANTWERPEN VOLKSWAGEN IN PASADENA. For those who have or are thinking of purchasing a Volkswagen or completing service on one, I would suggest traveling to the Catonsville or another location..........Here's why....... After I was rear ended on April 13 I had my car taken there for the 2nd time. It's now June 22. The first time I was hit in a parking lot it took 1.5 months to repair. None the less, my partner and I have been faithful service and maintenance customers since purchasing our VW's and have never had any customer service issues until using the Pasadena location. My car has been in repair and service for 2.5 months. (I get it, covid happened) after 2.5 months I get the car back with paint drips on the repaint, black hand prints all over the off white ceiling/doors, a leaking door frame, and numerous interior fit issues. Ok Cool, shit happens. It shouldn't happen after 2.5 months, but it happens none the less. That's not even the issue, what really sent me into orbit was coming back after pick up and asking to speak with a manager. I asked the manager to allow me to show them the issue and was told "That's not my department, I'm service" you'll have to wait for the body shop on Monday......" Now mind you, 4K$ if the repair was billed to the service department and neither department noticed the issues. So, I decided leave and call Monday to speak with the GM. Monday at 9:30 am I am told they aren't there and we don't know when they will be in. So I go to the dealership at 10:10am. I ask again to speak to the GM and am told it isn't a good time for him. What?!?!?!? It isn't a good time for me either, but I am still here trying to get what should have been done correctly the first time fixed. Well.......as I sit here waiting I am seeing why the GM couldn't come talk to me....it's FAR more important to be setting up to shoot his radio and tv ad for more business. So I JUST WANT TOT SAY thank you so much for carving time out for me and I see how my 15k$ in service business and 100k$ in vehicles purchases means to you and to your dealership. In closing I would suggest any other dealership for your VW needs. read more

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Worst. Dealership. Ever. Rude, unprofessional staff. Dishonest sales practices including quoting prices over the phone and the backpedaling and claiming said prices don't exist once you have taken the time to drive to the dealer. Just a quick scroll through reviews demonstrates this is a systemic issue for a failing business. Do yourself a favor and give them a hard pass. read more

This location deserves ZERO stars!!! I should have followed through with my instincts and the yelp reviews I read prior to purchasing from this location and maybe even for Volkswagen it's self. I purchased a 2019 VW Jetta in Jan of this year. Around about 5,000 miles I began to experience trouble with my ABS breaking system. My car spent 2 and a half weeks at this location shop because they could not figure out what the issue was. In the midst of it all communication was poor & customer was poor. (Warning sign) Since then, I've had multiple minor issues where my car spent a few days of being in their shop... Most recently, as I was getting a oil change, the tech noticed that my car had a small oil leak around the seal. I scheduled an appointment for the beginning of Jan, my car spent just about a week in the shop for the repair although I scheduled the appointment their excuse was that they were down technicians and had a few large jobs to do. I finally received my car shortly after that. Now fast fast forward to yesterday (not even a month of receiving my car out the shop) my antifreeze light has came on, my car is OVERHEATING, I've called the service department and spoke to a rude person by the name of MATTHEW was completely unhelpful, not knowledgeable, totally EMPATHETIC and then the audacity to hang up on me because I'm frustrated that I am PAYING for a car that has been in and out the shop since I bought it with issues that I have no control over. He told me to check the level of coolant and put coolant in the car, first of all I shouldn't have to do such. This is ridiculous and unacceptable, I am currently waiting for the service manager name Jackie to give me a call back, I also plan to contact the branch manager, BBB, Volkswagen corporate office, and the warranty to see if there's anything I can do to receive a replacement vehicle. I'm done with this car and will probably never purchase VW again. Update:Jackie the service manager called and was extremely helpful thus far. read more

Best car experience I've ever had. Took days to talk my mom into going to a reputable dealer for her WELL needed new car. After talking with Erick he was able to give us all the information we needed and my mom couldn't be happier. We went to look at a Jeep and left with a 2020 Jetta. My mom was smiling ear to ear (behind a mask Ofcourse). Erick was so genuine and kind, fast and efficient. There was some down time but he used that to get to know us, explain in depth the process and truly win over my moms trust. I couldn't have appreciated him more. He has us as a forever client and after just a few hours my mom drove her brand new car off the lot. He set up her warranty, her VW app and explained how payments would be. He answered every question we had and more we hadn't even come up with yet. Erick is a true professional and solely has your better interest in hand. Thank you so much! read more

Went to look at a 2013 Sonata Limited that looks good on the site and has a fair price listed. The car looked pretty good in person except for some fairly superficial paint damage on the rear end/bumper. I asked the dealer during the test drive why it's been available so long (over 3 months on Edmunds and another site) and the reply was "That's not really very long for this area. People around here can't really afford nice cars." With the damage to the paint, the price wasn't quite as fair but still planned to negotiate because otherwise the car was in pretty good shape. Then I got the ACTUAL price. Over $800 tacked on for inspection fee that was "required by Maryland law" (yes, the $60 inspection is required, but it's not required to tack $800 on to the fair purchase price) and another $1000 for a reconditioning fee. At this point, the price was well over the full retail for a certified used Sonata that's in like new condition. This was not in like new condition and in fact it's a "fleet vehicle" which would normally lower the value on top of the visual damages. At that point, there was no way to negotiate a deal that makes any sense. I expressed concern about the reconditioning fee to which the reply was "I know, but all the dealers do it." Two days later I bought a 1 year newer car with 13k fewer miles and the only fee that dealer added to the Edmunds price was a $300 processing fee (making it about $1500 less, out the door), so I guess not all dealers do it. I guess it's not still available because people in this area can't afford it, but because they haven't found anybody stupid enough to fall for their game yet. Don't be that stupid customer. There's a lot of dealers that know they can make a profit without shady fees. Pretty sad that a large, reputable new car sales company would play the kind of games you'd only expect from shady, small used car lots. read more