Volkswagen Santa Monica Service and Parts Department

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Debby Chanen
2 weeks ago
Customer Service rep Alma, who greeted me was very friendly and helpful at 7am when I brought my car in for 30k maintenance. Got me a Lyft to get home to work instead of waiting at least 2 hours. Car was waiting outside for me when I got back to pick it up and another customer service rep processed my checkout quickly and courteously. Only suggestion is to say specifically everything on the car looks good/fine. It doesn't exactly say that on the document I received.

  jesse mansfield
4 weeks ago
Victor was absolutely helpful when I brought my car to be first serviced. The only thing I would have improved within my visit would have been offering a loaner car while I was having my car be serviced. I am very busy with my private practice, and need to be mobile. Another thing I would mention is having my car be fully inspected, cleaned, tire pressure and everything topped off ect. like my other cars I've had leased at other dealerships. Otherwise, the staff was friendly and felt like I was in good hands.

  Hanno Hille
6 days ago
Very polite, professional and efficient handling by Mr Victor from service department. Clear communication and no false promises. Announced schedule kept to 100% and all work done to my satisfaction.

  Eric Torres
4 days ago
Ive been with volkswagon of Santa Monica for 3 cars. They are great and take good care of the mechanics.It s not a luxury brand service but I also don t have a luxury brand payment. They work great for me..

  Steven Endo
2 months ago
The serviced I received from Manuel Leon was 5 star! From keeping me informed, arranging rental etc. I have never had a problem dealing with Manny and the techs who service my car do an excellent job too! I've never had to have something redone.

  D
3 weeks ago
Gotta admit WORST service EVER Kemberly is Rude, didn't give me ANY updates on my vehicle. I'll call and she hardly was around, the one time I did speak to her I had to correct her because she obviously didn't have any knowledge to assist. It's like if I'm spending my hard own money at least know your job and keep me posted.

  D M
a month ago
Highly deceptive and unethical practices in the service department, as well as in parts. They not only conned me, but defrauded my 72 year old mother. They did nothing to rectify the situation, and as a matter of fact, doubled down on additional lies about the clear facts that took place and denied them. Do not sign a credit card authorization form in advance, and make sure to read what you sign for and DO NOT take their word and smile as good faith and honesty. Confirm everything they say to be in writing, but I would take the business elsewhere. I was warned by someone that VW Santa Monica does this and are known for this. Here is my email and the facts. If they were upfront and honest and not deceptive, we would not have had an issue with the charges. What they ended up saying is they charge $768 for a new Jetta key (for a Jetta?) and to program it, but all the other franchise dealerships quoted me between $430-450 after this took place because I just wanted to confirm their deception and lies. I took out their names and replaced it with " ------" though I should mention their names publicly, I will not.Shame on you VW Santa Monica, and for the GM that would not get on phone call with me, or not allow me to email them.-------,This is the final reminder regarding this unresolved issue concerning our recent transaction. I am requesting a credit of $289 to my credit card, as previously confirmed by you on the day of pickup that this amount was never charged so you had to charge the card in person.Here are the facts surrounding the situation:1. Initially, ------- quoted me $289 for the key and that I had to bring the car in to be programmed quickly. There was no mention of an additional fee for programming. I provided him with credit card information and signed the form.2. You informed me that the car was ready for pickup and you left the keys up front with the sales staff. I drove there (over 10 miles) with my mother to pick up her car and found out that you never left the key with the front desk so we had to drive back home and come on the next business day when service was open.3. You apologized over text and stated you will provide a discount (see attached communication)4. When we arrived to pick up the car for my mother you stated the fee for the key and programming was approximately $450 (could have been slightly more, I do not remember the exact dollar amount). We told you we were quoted $289 and you said that was for the key only, not with the programming. However, due to the inconvenience of having to return to pick up the car when it was not ready and driving out 10 miles, and that ----- in parts stated the fee was $289 and failed to mention there would be an additional programming fee, you told us you would make the total charge an even $300.5. I informed you that you already have payment for $289 so we would owe you the difference.6. You clearly stated that my credit card was never charged. I stated that ----- charged it and I signed an authorization form in advance. You told me that you do not charge in advance and that it was not charged. I asked you if you were sure and you said yes.7. We agreed to pay the $300 and my mother provided her credit card that you charged. Several days later I noticed the $289 charge on my credit card that --- did charge in advance, totaling $589 in charges.Please address this matter promptly by crediting my credit card accordingly. As your team has been ignoring this matter, the only possible outcome seems to be that your actions were deceptive and highly fraudulent. I hope that is not the case.

  ANDREW WANG
a month ago
I hit a pothole and had a flat as well as damaged my wheel rim in late afternoon. I went to VW close to closing time. Victor Robledo was very kind and professional. He helped me to inspect the wheel rim and gave good advice. He ordered a new wheel when all the departments are closing down for the day. I really appreciated his help and kindness.

  Hannah Weston
4 weeks ago
Kemberly was very efficient in getting my paperwork done as she could see I had my baby with me. She also texted me when my car was done, and gave me a phone call. I appreciate her!

  Dan Silic
3 weeks ago
Santa Monica VW is very Professional, and My var was serviced in a timely fashion. I have always had my car serviced and repaired at Santa Monica VW. I would highly recommend Santa Monica VW. Daniel S.

  Suzanne Harrison
2 months ago
Kimberly is an excellent employee, a very good communicator and she knows a lot about cars and the specific problem I had with my tire! I m always happy to do business with this particular dealership!

  Juana Castaneda
2 days ago
Yes it took some time however we are satisfied with the quality of the work!

  Moe Hashem
2 years ago
Awesome experience from start to finish. We found a great deal on a car we had been searching for weeks. Alex in sales was outstanding, professional, courteous and found answers to all of our questions. Fred in finance was excellent in working out a suitable warranty plan and worked with our credit union to finalize the deal. After a few sour experiences at other lots it was a relief to be treated fairly and professionally with straight up honesty. Highly recommend this gem of a dealership. They will treat you right and offer a fair deal. Thank you!

  Uriel Preciado
a month ago
Jesus my consultant explained to me the process and was very polite. He answered all my questions with great attention.

  Joachim Weritz
3 weeks ago
Revi has been outstanding. Courteous, professional, knowledgeable, and very customer oriented.

  Karen Ivy
6 days ago
I was greeted promptly when I brought my car in for service.

  Hadi Abadi
2 months ago
customer service technical person was very knowledgeable and fully explained everything about my car.

  E R
a year ago
Honestly I never experienced worse service then at this VW Santa Monica. I got a lease for 3 years. First year service took 3hrs (double of their estimate). Today I m on my second service. I showed up at 9.30am and got estimate of 3hr. And they doubled it again!!! It was 5hrs 55min! It is beyond ridiculous to expect people to wait this long on scheduled regular service check up. They should be paying people for wasting their time. I m never doing any business with them and I m very vocal to anybody who listens about this terrible experience they provide their costumers.Service: Auto maintenance

 
a year ago
Got an appointment for oil change and tire rotation for 8 AM, have been told it would take standard 1,5-2 hours to do so, called after 2 hours multiple times, the car wasn't ready! At the end got the car at 1:20 PM, good thing that I arrived at that time because no one even called me that car is finished and ready for pick up! So if I didn't come I would have to wait for the call who knows how long -_-

  Alex Navarre
a month ago
Everything was well handled and timely. I appreciated the lift and coffee machine

  Matt Schoffman
a month ago
MANNY WAS GREAT! HE GOT MY VEHICLE COMPLETED WHEN I NEEDED IT AND COMMUNICATED PROGRESS UPDATES VIA TEXT

  Jamie Murphy
2 months ago
I enjoyed working with Rive and Jesus. They were professional, Kind, and Courteous.

  Adam Blau
11 months ago
This is my second poor experience with this dealership. After telling myself I d never go back, I thought I d give them another shot.I dropped my car on a Monday and the service department didn t even get to inspecting the vehicle until Friday. After providing me with false information that my car was taken for a test drive by the shop Forman (I receive notifications whenever the car doors are opened and the car was never actually test driven until I pressed them on this), the service dept could not diagnose the issue my car was experiencing.The best part of all of this is the last minute business trip I needed to make out of town the week after I dropped my car with the service dept. Despite the fact that it took 5 days to even get to inspecting my car (not including the time it took to actually do the work which was an additional 4 days), I receive a call from Jennifer who is the opposite of accommodating, telling me that if I don t pickup my car by the next morning I ll begin to incur a daily storage fee. They ve already had the car for 9 days because of how long it took them to even inspect the vehicle and now holding the car an extra 2 days until I can get back in town is an impossible task to accommodate.I will never bring my car back to Santa Monica Volkswagen and recommend you avoid at all costs.Services: Tires, Steering & suspension repair, Vehicle Inspection, Auto maintenance

  Holly Moffitt
2 weeks ago
Manuel Leon was super helpful during my visit!

  Sina
a year ago
I had an appointment for only 1 service, at 1:20pm, a simple "Oil Change". I booked the appointment online a few days in advance. A representative call me a day before making sure I will be there.I was there on time, it took them 4 hours just for this service, I got my car at 5:30 pm. I will let you judge the rest. I thought this would be an hour job at max. I could have done the oil change in my garage for ~20 min.Service: Oil change

  Matthew
a year ago
I am extremely dissatisfied with my service here. What s wild is that I had an amazing and pleasant experience the first time. The first time I had service here just a year ago my car had a bad tire. They got it fixed in a couple days, offered me a great rental loaner at no cost and fixed the tire under my warranty. Very happy. When it was time for my car service I chose to come back. The service just one year later has been very bad and has wasted a significant amount of my time. I went to get a standard service, and everything came back okay and I paid for this service which was done in a day. When I drove off those there were incorrect error lights that I could not reset myself so I had to drive back to the dealership to fix this. An hour and a half of my time after I dedicated an entire day. Then just 3 days later my car would not start! This ruined all my plans I had for the weekend and I had to wait until they opened on Monday to come back. I had to get my car jumped to come back and all the find out I had a dead battery. How and in what world do I get a full service and multi point inspection with an inspected and cleared battery do I have to come back for this repair only to be told the battery is not good. In the end I was out about $700 between multiple repairs, and exorbitant battery repair cost (I did not have the time in an extremely busy season to shop around) and Lyft and Uber costs because I also wasn t offered a loaner like last time. And on top of everything(!!!) I pick up my car for the 3rd time and my windows are not operating correctly. I do not have an ounce of time to come back but I m going to have to cancel plans yet again to do so. This has been the worst experience. I need an explanation, and apology, and a refund for some of these charges for extremely unacceptable service.Service: Auto maintenance

  Jonathan Livingston
2 weeks ago
Overpriced. Average service. Staff doesn't care. Making an appointment serves no purpose.

  Yunbo W
a year ago
If there is a 0, I will give it 0. Please try to avoid this because you are wasting your time and money.1. I wait for 10 days for a service, without a loaner. I deal with WI Mercedes &SM Lexus a lot and this never happened.2. I called them multiple times and never got back.3. They say they could fix it in another day so I paid more than twice the part fee and the labor and, they didn't get the job done....Try to avoid this and there are so many similar reviews like this.

  Korey O
2 years ago
Let me start with one of the only positives . The people on the phone and in person are polite. That s where it ends.If you bring your car here be prepared to wait FOREVER! Even for a simple oil change. I think the one day was 6 hours and like a fool I came back and another day was 4-5 hours.Now let me get to the real meat and potato s . They tried to charge my wife 98$ for a cabin ac/heat filter. I m no car guy but that felt off. Did some quick googling and found the filter online for 10.50$. A quick YouTube revealed it s just in the glove box and legit was 5 clips and took less than one minute to exchange . So let me get this straight 88$ worth of labor for less than 1 minute of work? A JOKE!I needed new wipers so I asked them to replace when he called me he said 80$. I asked the price of the wiper he said 25$ each! They were charging me 30$ in labor to clip on two wipers . The stoned 16 year old at auto zone will do this for free! Or you can easily do it yourself.Also- they don t even run your car through the wash like all other dealerships even after they over charge you! Okay thanks for your money here is your dirty VW back!Be wary of this place and their recommended repairs and their costs . Do some of your own research! Let s not be helpless and a victim to crazy high prices for no reason!

  Desiree Dahlson
a year ago
Made an appointment knowing my coolant reservoir most likely needed to be replaced, after a tech who changed my oil elsewhere checked it out to confirm. I relayed this to the VE service department, and also told them I needed my car back in 3 days for a cross country move. Dropped my car off at 7am, still hadn t heard back by 4, so I texted my service advisor only to get an automatic reply that he was OOO and to call the main office. When I called to ask if it had been looked at, was told it didn t look like it but the person on the line would check and call back. Didn t call back in an hour so I called 8 times over an hour, never getting an answer. Had to call sales, to then be transferred to service. Service told me it hadn t been looked at and that coolant repair takes 5 days usually. This was never communicated to me. I promptly picked up my car and will be taking it to another VW dealer for the service, who already has the part in stock and has appointments readily available. Don t waste your time here, this and other reviews confirm.Service: Auto maintenance