Horrible Service !! Careless mechanics. Arrogant Director. I had a horrible experience. I would not get service from this center even for a Toy car. I am glad that i did not get Brake service from their techs & end up in a ditch !!!!!! I will neither buy or service a car from this dealership nor recommend it to anyone. You can go through entire story as email communication below between me and Service Management: From XYZ@gmail.com to rshutter@hileyauto.com, pgarner@hileyauto.com, shansen@hileyauto.com Hi, I bought a used 2004 black Mazda 3 June 15th, 2011 and got it checked by a mechanic before buying it. He said car is good condition and recommended 3 things to keep car in better condition even though they are working OK. Change Serpentine belt, radiator hoses, Oil Adapter. He also asked to fill coolant reservoir. I did find Coolant was extremely low in coolant reservoir and Windshield washer fluid reservoir was empty. June 16th morning, I left my car at Hiley mazda to Seth for oil change, State inspection & told him I would be taking a long drive of 700 miles. So make sure to fill the coolant & other fluids as well. Also look for any recommended maintenance and I would like to get it done. Seth called me around Noon and told me mechanic could not find anything wrong with the car and everything is fine. State inspection passed. My wife paid $85 for oil change and state inspection & picked the car up. I started the road trip the same evening and spent the night in Mount Pleasant, TX. Next day morning June 17th, before continuing the drive, I opened up the hood up and found that Coolant level in coolant reservoir was extremely low & same as before and Windshield washer fluid reservoir was empty. I did not find the 'Next Oil change reminder' in the top left corner of Windshield either. I took the car to a nearby service shop and got the coolant filled (It took 1/2 Gal coolant to fill it), windshield washer fluid filled, tire pressures checked and rotation checked, paid $10 and then started. I checked the fluid levels next 3 days and they did not go down which implies there is no leak in any of it. I am not sure if the mechanic in your dealership has even opened up my car hood. Had he done that, he would have definitely noticed the low levels in fluid. I am sure someone did the state inspection because my car has new sticker in it. Questions: 1. Can you check your records to see if my engine oil was changed? 2. Mazda full circle service report card shows Green check box marked for all things including fluid levels. Either the mechanic did not look at anything in the hood and just marked every box or his vision is impaired? Which one of the option was the fact? 3. I specifically mentioned that I would be taking a long trip and asked Seth to make sure things are in a good condition and all fluids are full. Is this kind of service common in your dealership? 4. Your dealership should be accountable, if just after a service, if someone gets stuck in the middle of nowhere in the night and gets in to trouble. For your reference, I attached a copy of all the receipts. I am still researching the places where I could file a consumer complaints and media complaints. Let me know if there is any action taken on this issue. XYZ Arlington Resident Randy Shutter rshutter@hileyauto.com to XYZ@gmail.com I do not know why the fluid levels were not adjusted. I can tell you that the coolant level should be kept at the minimun indicator line to allow for overflow while the vehicle is in operation and at operating tempurature. a tech or a customer that is not aware of coolant operation could assume the low level is not normal and add coolant/water to the full line. if the level is set at the maximun, the fluid has no place to go and can be pushed out of the coolant reservoir while driving or at rest. Coolant level should only be measured at the radiator. The washer fluid should have been filled as part of the service as well as a reminder sticker. We did have to replace our reminder sticker machine around the time of your visit, that is the only reason can think of that you would not recieve a sticker. Please understand based on mileage alone we could reccomend numerous items be service or replaced. We had no history of the vehicle prior to your visit, so maitenance history was unknown. My techs are instructed to visually inspect the vehicle and base reccomendations on their findings. I you wish, I could have another tech inspect your vehicle. Any questions or complaints you have regarding service should be directed to me and I will respond as soon as possible. Randall Shutter Service Director Hiley Mazda-VW 817-575-6000 rshutter@hileyauto.com My reply would be in the Gmail Reviews !!(size limtation) read more

Not usually one who comments but the experience with Hiley Service Dept. was absolutely insane and hoping the warnings shared here (and from others given a clear trend in the review section) does some good for anyone in a pinch or simply wanting honest aid and work. After having my 21' Atlas Cross Sport towed to Hiley after first taking it to Family VW-Burleson (they had their own issues with staffing, nothing with the work itself though), I fully expected to pay a bit of a premium given this is a dealership and not a locally-owned garage--or at least one that cares more for the customers than charging unexplainable/unreasonable amounts for profit, or pocketing, whichever occurs first I suppose. Crux of the issues, (1) veh. wouldn't start one morning--presumed culprit being either a weak and/or low charged battery given all the electronics work, veh. locks/arms/etc., just simply won't crank. This was admittedly compounded by the fact that (2) my hood cable (not the front latch, more on that in just a bit) was broken and my laymen fix for the issue (i.e., tied off a string to the latch with a tennis ball stretched back under the hood to just below the wipers, that can be pulled from the outside to open) had recently gave out/came undone or something. read more

I want to start by saying that our salesperson, Jonathan, was fantastic. He worked hard to secure the deal and was able to get us what we wanted. However, the situation was somewhat marred by the finance manager, who put Jonathan in a difficult position. We had agreed on a price for a car, but it turned out to be the wrong vehicle. Despite being told that they had spoken to their GM and were eager to make a deal, after much consideration, I selected the car we had agreed on. My hopes were high, but I was ultimately let down 30 minutes later while waiting in Jonathan's office. Jonathan was very understanding and apologetic, and I really appreciated that. My main issue, however, is with the finance manager. He never took the time to come and speak with us about the mistake. Instead, we were left to have the conversation with Jonathan, who explained the situation, but he shouldn't have been the one to handle it. The finance manager was reportedly too busy working on other deals to address the issue directly, which I found disappointing. Overall, while Jonathan did his best, I felt that the lack of communication from the finance manager left a negative impression. read more

I purchased a used Passat from Hiley's VW section and thought I did enough research on the car before I bought it (CarFax report, questioned the sales person, etc). Boy was I wrong. I bought the car and within a week had to take it back to the service department due to the A/C. They told me within a couple of hours that the compressor was bad. I live in Texas....that's just not acceptable with out heat. The dealership ended up paying a little less than half of the $1100 bill. About a month after this, my car started to leak like a wet sponge. Took it to the service department and was told that 3 main gaskets are worn and need replacing. Bam...$700. I got my car back a week and a half ago and now the check engine light is on! I realize that I bought a used car, but expected more from what I thought was a reputable dealer. If I were to buy a VW again, I'd walk to Germany before I go 2 miles down the road to Hiley. I have had pretty good success with the service department....maybe because I have given them so much business in the last 2 months. read more

I can't say enough good things about Hiley VW! I live north of Dallas and took my car to the local dealership because every now and then my Passat wouldn't start. They told me that I had to replace the steering column locking module which would take about a week to order the parts (which, over that time, the car would be unsafe to drive and they did could not help with a loaner). The cost would be close to $1,000. My car, at 54K miles, of course, had just gone out of warranty. I went to Hiley VW for a second opinion. They agreed that the parts would have to be replaced but they were able to get it covered UNDER WARRANTY. They also gave me a free loaner car and had the vehicle fixed within 2 days! On top of that, the helpful folks at Hiley VW, Chantel and Shane, were extremely quick and friendly both times that I was in the store. I was in and out in less than 10 minutes. I could not be happier with my service there and will continue to make the drive from Dallas to Hiley in Arlington every time I need my VW serviced! read more

Went to get my first car from a dealership. Made a massive upgrade from an old beat up Saturn ion to a nice new golf. And my sales person Suzy raymond was amazing. I let them know it was my first time trying to buy a new car. They made sure to walk me through everything and helped me get the needed Information. She even made sure I knew how to use the new features and introduced me to the technicians and explained my benefits from buying a new car. She made sure I was informed every step of the way what was happening. The effort Suzy and the team put forth really showed they didnt want me to feel like I was in over my head. I have to admit once I saw my new car come around I knew it was going to be one of those memories that's going to stick with me forever. And just really want to thank Suzy and the team at hiley volkswagon for making my first car purchase amazing and memorable. They really care and work with you to get you what your looking for. read more

My wife and I just purchased a new VW Beetle from Hiley VW in Arlington, TX. From start to finish the entire process went great! Ken was great to work with. He took the time to go over everything about the vehicle, answer any questions, never made us feel rushed or uncomfortable. He worked with the appraisers and got us top dollar for our trade in. Also the transition over to talk with the financing department went very smooth and was very no-pressure. The dealership had actually closed for the day but they were all very willing to stay until everything was done and all of our questions answered. In this day and age this excellent level of customer service is becoming harder and harder to find, so I highly recommend Hiley VW and especially Ken Erwin for all of your future automobile needs!! read more

Buying a car from Rocky was one of the best dealership experiences I've had. From the moment I walked in, he was professional, patient, and genuinely focused on helping me find the right vehicle instead of pressuring me into a sale. He took the time to answer all of my questions, kept me informed throughout the entire process, and made everything as smooth and stress-free as possible. Rocky was honest, knowledgeable, and went above and beyond to make sure I was happy with my purchase. It's clear that he truly cares about his customers and takes pride in providing excellent service. I absolutely love my new car, and I wouldn't hesitate to recommend Rocky to anyone looking for a positive, straightforward car-buying experience. Thank you for making such an important purchase an enjoyable one! read more

If I could leave 0 stars I would. Just had the worst experience with this place "drive manager". I call to ask about my car being in the shop for over 3 days for a 3 hour maintenance and he calls me telling me that its my fault for bringing the car in on Friday instead of Thursday and that I had 20 cars in front of me. No one communicated this to me. No one told me it would take all this time for for a problem with the ignition that is covered under warranty. This is just crazy. Just no communication and when you actually get a call from a "manager" its to tell you how wrong you were and that nothing is their fault. Customer service is dead at Hiley read more

This dealership is my go to place in regards to Volkswagen vehicles. My salesman, Ricky was not only extremely knowledgable about the brand and the vehicle I chose, he has very high integrity as well. I showed interest in a vehicle on a Saturday and we closed the deal the following Wednesday and Ricky was there to make sure all my questions were answered and saw to it that everything was in order before I even came to the dealership. Each staff member I encountered was friendly and very engaging. This will be my dealership for Volkswagen's from now on and Ricky will be my sales guy when the time comes. read more

I got my car back in Dec 2016. I was and still am very happy with the way everything turned out and i highly recommend Hiley volkswagon. i love how they were able to make accommodations and were willing to negotiate to get me into the car i wanted. I also love the free donuts when i take my car in. The salesman who sold me my car was awesome. I do hope that someday you guys will be able to patch holes from nail in the tires. So i don't have to take it somewhere else. read more

I was very please with the way things were handled . I went to the Internet and requested a car I was interested in and the first thing the next morning I had reply from Ken Irwin that he had the car I was looking and wanted to know when I could come by for test drive . I called that afternoon and made an appointment and everything fell into place and I drove home that evening with my new Volkswagen CC I was wanting .Thanks Ken. From Robert Burdett read more

I purchased a 2012 Touareg on July 17 and my buying experience was wonderful. Talked to Ken Erwin and had the deal made before I arrived at the dealership. It was a quick painless process; I was in and out of there in a little over an hour. He was very knowledgeable about the product he was selling and very in depth when delivering the vehicle. When in Financing Harlan was super efficient and was not pushy. I would highly recommend Hiley VW. read more

I've been a loyal customer at Hiley Volkswagen Arlington for many years, and my interactions at Hiley Mazda have always been excellent. Particularly, service representative Mo stands out for his expertise and honest advice on repairs, never pushing unnecessary services. Mechanic Sean also consistently does a great job, ensuring my vehicle is safe and reliable. I genuinely value their commitment to keeping my family and me safe on the road. read more

I'm extremely pleased for having chosen Hiley Volkswagen of Arlington for my new JETTA. The sales person Mr. Joel Ruano was impressively polite, well prepared and very professional. I recommend that anyone and everyone who needs a vehicle should pay Hiley Volkswagen a visit and start enjoying true customer service and excellence in personalization. Thanks again Joel and team Hiley VW read more

Tsion "C" at Hiley VW was very helpful in the purchase of a used Jetta. I had looked at other dealerships, and the people at Hiley far exceeded my expectations with helping me in my purchase. Im a first time VW owner and they answered all my questions and helped me get into the car I wanted at the price I wanted. I would highly suggest checking them out. read more

We leased a Jetta a few weeks ago from David H. David is quite the VW enthusiast. We appreciate the fact that he & others took the time to he detail many vehicle and various pricing options so that we were able to come up with a sound decision. We have four drivers in our family and I hope our future purchases will come from Hiley VW! read more