Simple oil change took almost 3 hours. Regardless of the snow storm a day or so before, it really was inexcusable. Communication was as bad as the time was long. Nice guys back there, but really one of the worst simple service days I've ever experienced, and I'm 60! And they lost track of simple requests and said they were out of a very common product every dealer should have - said someone threw out their limited supply by mistake - not the excuse one would expect from a professional dealership. I stayed patient and friendly the entire time, but I left pretty unhappy. Could have made it a better experience by letting me know of the delays - or even calling me in advance (my Appt was at 2 PM and we came from 80 miles away - I even called them an hour or so ahead to confirm things were on track!) that it was going to be a slow day. But basically nothing, zilch nada! - and I'm pretty easy going. Glad my wife wasn't there w/ me, she would have gone bonkers! Tis a shame really, in that it could be a nice facility if managed properly. Will probably not come back - and I love my VW and want it serviced right. While I'm on a roll, the price was higher than it should have been - fancier city dealerships charge less and generally are pretty damn professional 99% of the time. Not the case here on this day - all very preventable with just a little more communication - and paying attention to details. They need to do better & soon! More people in the waiting room were unhappy w/ the long wait times as well -- just needed the service manager or whomever to keep us all informed. Sorry, the big storm can not be the excuse here - lack of communication & professionalism the big problem. And I NEVER fill out surveys like this!!
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