Hansel Volkswagen of Santa Rosa

"This is the worst purchase experience I have ever had and it has cost me $2,000 in revenue to plan to take delivery of a car that still is little more than a phantom. On Friday, Saturday AND Sunday I was told the car would be ready for pick up on Monday afternoon with fresh tires. When I arrived after an hour in traffic they would not release the car. They tried to blame hackers. I was told my car would be delivered at 4pm the next day (today). It's not here. The fact that they wouldn't allow me to test drive the car because it was in the detail shop, told me I could pick it up Monday afternoon, and nobody told me it wasn't ready until after I drove an hour in traffic and now it is not delivered as promised leads me to believe the entire deal may be fraudulent. The customer service at Hansel is the worst. Their salespeople and managers clearly have no morals, sense of responsibility or intention of following through. They've offered no solution except to continue to kick the can down the road to the next day with another empty promise of delivery. They make new excuses with each conversation. DO NOT TRUST OR BUY FROM THESE PEOPLE!"

"Rating is a soft 4, really more like 3.7 stars. Jason and Keena went above and beyond to smooth out the bumps, but there were too many of those for this rating to be higher. (Their performance is the reason it’s not a 3) The problem? Communication. There was confusion over what vehicles were in stock. I was set to purchase, and was told the vehicle was on property. When I arrived, I was told the car had been off the lot for days with a "check engine light" issue. The next day I was told that one (with a sunroof) was available, and that a deal could be made. When I arrived, that car was also no longer available, and there was confusion over if it ever actually was. Regarding finance, the person who originally handled that made a mistake on the insurance deductible requirements. I was alerted to this by my insurance agent, and it was confirmed in conversation with another finance manager. I was told the mistake would be rectified, and emailed several times to confirm it. I never got a reply. (Update: after visiting the dealership, I did finally get a verbal confirmation) Overall I'm happy with my purchase, but this whole thing could (and should) have gone a lot smoother, and not required multiple trips to the dealership."

"Had a great experience working with Peyton and the Hansel team over 2 days. This was my second time dealing with Hansel VW as we purchased my wife’s car here a little over a year ago. Day 1: came in, test drove the VW I wanted as I was exploring 6-8 different vehicle options. After the test drive was quickly delivered pricing and finance options. Not pushy or trying to lock me in the chair for hours like other car dealerships just to uncover total pricing. Was there a total of 30 minutes from entry to exit. After leaving I was sent a follow up message with a video from Peyton doing a full walkthrough of the car and features to be able to show my wife later that day. Day 2: I decided overnight the value was there and they respectfully worked with me through some gentle negotiating and came to a price we were both happy with. Upon arriving Peyton had the vehicle pulled around to take my wife out for a test drive. I committed quickly now that we had an agreed upon deal. Typically here is where there is a lot of dead time but the team minimized that and had friendly conversations to not treat me just like a transaction. From entry to exit was a total of less than 3 hours. Unheard of in my experience with other car dealers. Highly recommend the team here! Peyton helped me with most of it, Marci was kind and helpful at the front of the store, and (I believe his name) Patrick even came up for a quick chat in the middle. All were great to work with. They are honest, hardworking and respectful! Thanks again for everything Peyton!"

"I've been going there since 2014, never had an issue with the cars or the staff. The staff there is extremely friendly and very professional. I've always had a great experience whether or not I'm in the sales department or the service department. Everything runs smoothly and the service is fast. No complaints here. Highly recommend"

"Jason is a superstar! We had an incredible experience purchasing our new vehicle at Hansel VW, thanks to Jason in sales and Keena in financing. No pressure, genuine guys who held our hands through a very important purchase. The whole team made us feel like family! I truly believe they have clients best interest in mind and respect the emotions that come with such a big decision. I appreciated the follow up and take great comfort in knowing I can reach out for any future concerns. As far as the car goes, yes, we are head over heels in love with our new ID4! Thank you."