Volkswagen of Cool Springs

NEVER AGAIN. We brought our car in for an oil change, waited twice as long as we were told, then were asked to come back on a different day to get a tire replaced because they didn’t have any in the shop. We were supposed to hear back quickly, but instead it took nearly a month! And that was only because WE CALLED THEM! And here’s where it gets even worse... I called three times in one week just to be sure that if we took the drive to the dealership that everything would be ready to go. I was told that this process, once we arrived, would take 90 to 120 minutes. I thought this was actually quite high to replace ONE TIRE, but I had no choice. When we returned to have that tire swapped out on our car it took nearly 6 hours!! SIX HOURS... of waiting, stranded there with our child and nothing but awful customer service and undelivered promises. The person we dealt with was Eric, who knew we were coming yet was unprepared. Who over-promised and consistently under-delivered. Who told us just to go home and wait, even though my husband had to take time off work for this. Who had no empathy yet fake apologies. How? How is he working there and the service advisor, when the only service he knows about is bad service? How? Unless someone else is in charge, we will NEVER return, and you shouldn’t waste your time either. Hopefully this review can save someone else the frustration that we’ve dealt with over these 4 weeks.

Very friendly staff. Did all they could to try and satisfy my wife. Look forward to trying again maybe in the summer. Thank you for trying so hard