I should have checked the reviews here before taking in my VW here but I was new in town and the location was convenient. Brought the car in for diagnosis/repair and initially everything seemed to go well. The problem was identified and all that had to be done before proceeding with repairs were a couple of phone calls for warranty covereage information from my previous out of state dealership. That's when the lies began. \r
\r
After not hearing anything back I called to check on progress. I was told the out of state dealership wasn't getting back to them. Waited...nothing...called back and same answer. A little weird as I knew the out of state service dept to be excellent. I ended up calling Chaplins myself with information to get the warranty information directly. Again, after not hearing from them, I called and was told they were now waiting on a decision from the warranty people. Rather strange as this had never been the case before. Nevertheless, waited and still no news. Another phone call and given the same answer. Few days later, I call and ended up with another technician (finally got to speak to someone after I left 3 messages). Was told they were just in the process of looking at the car to see what the matter was! I had to inform them that the problem was already identified and they were supposed to be checking into warranty information. \r
\r
I called the extended warranty people directly and was told that there had been no inquiries on the car. Additionally, their system doesn't involve calling people back with repair decisions - it's not the way they work. That part rang true based on previous experience.\r
\r
I understand about an occasional white lie to smooth things over but I count at least five times over the course of a week. It finally took a call to the service manager to set things right. Never will I use them again.
Pros: Location
Cons: Untrustworthy
more