Suntrup Volkswagen

"Went here because of a VW Nationwide 0% interest offer car. The prices they list on the website are BS (they advertise the price as if you’ll get every rebate which is never possible) but that’s every dealership in America. They also advertised the car we bought as having keyless entry, which it doesn’t, but I already knew that. But it is misleading to someone who doesn’t know better. In general a decent experience, nothing spectacular, typical car dealership BS but nothing outrageous. The two people we worked with Zach in sales and Guy in financing were very solid and I would recommend working with them if you go here. The people were great but the false advertising is why I only gave 4 stars. UPDATE: 1 star. Nearly 2 months later and they still haven’t filed the necessary paperwork for my financing. Did 0% financing through VW. I had to call the dealership legitimately 10 times to get them to let me make the first payment over the phone. If I didn’t call they would’ve just let me be late as they literally did not do their job in a timely enough manner for me to make the first payment by the due date."

"Overall this dealership is the reason going to the dealership gets a bad reputation. They charge me $210 just to look at the car. They wrote up a bunch of stuff and told me I needed to replace it and it didn't need to be replaced, because my car runs perfectly fine after being checked by another mechanic. One thing they even told me that was wrong was just something that needed to be tightened and if they were under the hood and already charged me $210.... You couldn't just tighten it? I won't be going back there ever Aunt. It seemed like since I didn't want to get anything fixed by the dealership, they seem kind of like they had an attitude about that. Don't go to Suntrup Volkswagen. They'll just take your money and just lie to your face and with the cost of living being as high as it is and the fact that y'all are still doing that just don't waste your time. I find it very nice and funny that you respond but you don't acknowledge the fact that your dealership told me I needed a bunch of repairs that don't need repairs on my vehicle. I did get a follow-up from another technician that explained everything at you all were saying. Inaccurate information trying to overcharge for a bunch of stuff that's unnecessary for my vehicle to keep running. One other thing didn't my extended warranty didn't need to cover anything because nothing was wrong with the vehicle. The work that your dealership claim that needed to be done. There's one step that will solve that when you all told me about three steps and three separate prices for each step. Build a better relationship with customers."

"Our experience with this dealership was a mess pretty much from the start. Our salesperson, Ryan was great. He was very responsive and helpful through the first part of our purchase. We bought a new Atlas Cross Sport which is the first big purchase my wife and I have made together ahead of our first child being born. After Ryan finished his portion of our experience, things went downhill significantly. First, the infotainment screen started acting up, so we took it down to have the service department look at it. They said I would have to set up an appointment to have them look at it. They looked at the screen and decided it had to be replaced. While they were replacing the screen, a piece of the trim was broken, and they said they would have to order the trim piece and would replace it. They replaced the broken trim piece, but when the car was returned to me, I found another trim piece that was clearly damaged and broken. Someone either did not see the piece they damaged, or saw it and hoped that I would not notice. I then had to bring it in again to have that trim piece replaced. On top of all of these issues, I was given the wrong title from the dealership which could have caused a lot of issues had I not caught it before going into the DMV. To the dealership and service department's credit, they did handle everything free of charge, they drove the new title out to me, and they always had a rental car for me to use while they were working on our vehicle. One of the times the car needed to go in they even drove a rental out to my work and drove our car back out to me when they were done. That being said, I will not be recommending Suntrup to anybody for their purchases, and will not be buying a car again from them in the future. In order to fix one issue, our car was at the service department four to five times. It also would have been a nice touch for the, to run it through the wash at least one of the times that we got the car back. Rick and Scott were very nice and apologetic, but the number of issues that we have experienced with this dealership in a short period of time have been nothing short of unacceptable. I don't like leaving bad reviews, and my review history reflects this. I've given 5 star reviews on at least two different dealerships in the past, and I am generally quite forgiving. This all was just not good."

"Will was a great advisor and I highly recommend him. He was responsive and knowledgeable. I cannot say the same for the management of the dealership. I went in to purchase a vehicle on Saturday morning. The test drive and negotiations were stress free. Once we were deep into the finance process we were notified that the car needed to be serviced and cleaned as it had not been serviced or inputted and that the car would not ready until Monday morning. Interesting that they would have a car on the lot without making sure it was in good running condition. We were assured it would be at the front of the line. On Monday we were told that 3 technicians called out of work and they were short staffed but they would try to get the car done. Monday afternoon we were told they were really trying but it was probably going to be Tuesday and that we would for sure have the car by 11:30. Tuesday afternoon I called my advisor and asked for a manager to call me. No call came so I called the dealership and asked to speak to a manager. He was too busy since they were short staffed but said he would call. It is now Wednesday at 11 am and I do not have a car nor has a manager returned my call. The advisors at this dealership are great, but I cannot say the same thing for the management. It appears that they are more focused on signing new deals than they are with keeping clients happy and learning how to correctly staff a dealership."

"UPDATE: My Suntrup salesperson had my issue fixed and lent me a demo for the time my vehicle was in the shop. Looks good as new and I am satisfied with the end result. Communication with salesperson was always a priority and I appreciate it. Also was returned to me all cleaned out, which is why I have changed my review to 5 stars. Old 1 star review: Bought a Demo from them in 2020 brand new with warranty. am now dealing with a crack in my paint that VW will not cover. also, service has been the worst I have ever experienced. Worst car experience in my life"