Pacific Volkswagen Service & Parts Department

"I had a nail in my tire. I called and spoke with a woman service adviser on Friday 2/23. I told her I'd need a new tire and she had me give her all the information regarding the tire size/type, etc. She told me she'd have to check with parts dept. and had me on hold. When she came back on the line she said she couldn't get the tire in until Monday. I told her that would be fine please order it and I made an appointment with her to bring my car in Tuesday morning at 8am. On Monday another very young-sounding girl called me to confirm my appointment for Tuesday at 8 am. I asked her to please check and make sure the tire was on site before I took the day off work Tuesday to bring my car out. She placed me on hold for over 5 mins and when she came back to the line she said yes my tire is there, it came in today (Monday) and I said Great! I'll be there tomorrow at 8 am. When I arrived at 8 am Tuesday, the service adviser who helped me was Daniel Villalobos. I told him why I was there and told him I had ordered the tire Friday. He said Okay he'd call me when it's done. I also asked him to have the techs check the windshield wiper BLADES because the car is only a few months old and the wiper blade has never worked on the driver's side it only smears across leaving an area where I can't see. And I asked him to please charge it. He said no problem he would put it on the charger as a courtesy. I left. 10 mins later he called me and told me the tire wasn't there and it had never been ordered!!! I was shocked! I explained to him everything I said above and he said the parts said a tire had never been ordered. He said he could get the tire there by 1:30. I had to be home by 3:30 so now I was going to be really pressed for time. He said he would put it on the charger so it would be charged when I pick it up, again, as a courtesy especially now with the tire magically disappearing. When I came for the car, he had it called up and I paid for it. The guy that brought it up parked it SO CLOSE to the cars on either side I could barely squeeze into the driver's seat and there wasn't any room to inspect the outside. I was so frustrated and in a hurry, I backed it out and left. Driving away I realized HE DID NOT CHARGE MY CAR! I couldn't believe it. When I got home I inspected the car and I had a scratch/mar on my driver's side front fender. THAT WAS NOT THERE BEFORE! Also, Daniel told me the techs said they couldn't find anything wrong with the wipers. I said, Oh, they must have wiped off the blade so they work now. It DOES NOT WORK! The driver's blade still leaves a big smear. I am so very disappointed in my first service experience at Pacific VW service."

"I scheduled my car for service at 8 am and left at 12pm and my tires weren't even rotated. Before I proceeded to pay i went around my car and noticed that my new tire i had recently purchased was still in the rear. After waiting for 4 hours and they couldn't even rotate the tires even tho they sent me a video with the tires taken off. Horrible wait. They offered to rotate them but after waiting for 4 hrs for an oil change and service I was not going to wait another 2hrs for a tire rotation. Horrible experience. I thought that was the whole point of making an appointment. 4 hrs is ridiculous. I will never come back here again."

"Overall great service. GM, Steve B. is very attentive, detail oriented and accommodating. Have had no issues with my 2022 Atlas. Would highly recommend."

"Service rep was great, no up-selling. Expectations were met. Dealership is not getting 5 stars because: (1) No longer provides car washes and (2) No longer provides a courtesy ride home."

"My service advisor Susan is great. My family has 3 VW cars and Susan is knowledgeable about about all three. The cars are always ready when promised."