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National City Volkswagen

for the second time I had another bad experience with Volkswagen service on October 14/25 I took my Atlas to have an oil change done and when they called me to tell me that my Atlas was ready I decided to check the oil to see if it had been changed and I was surprised to find that they had not changed the oil and when I complained they tried to convince me that they had changed the oil and I told them that they had not done it because my Atlas did not have enough miles to change the oil they just did not do it because I literally only drove it 5,000 miles in one year and my oil was still good and they decided not to change it for those reasons I am very disappointed with Volkswagen service because this is the second time that I have had a bad experience with them my recommendation to all the people who are going to have their cars serviced do not trust these people because if they did it to me they could do it to you too be very careful with Volkswagen service and always check the work they do on your cars so that what happened to me doesn't happen to you and they just take your money for doing nothing. In my photos you can look at the color of the oil and the miles I've driven on my Atala in a year so you can see how these people work. Be very careful, people.😡

Nightmare, avoid this dealership at all cost. Communication problems: I came to an agreement on price with Eli Rolon. I live three hours plus from the dealership, but was willing have a friend drive me to pick up the car. I made arrangements for payment which was approved by Eli and his 'boss', Sarah Velasco. I was very clear that I did want my credit checked and I would be paying all cash for the car through a wire transfer and checks--I said this to both Eli and Sarah. Eli said he was working until 6p.m., but when I called at 5:45p.m., I was told he would be in the following morning at 10a.m. When I finally heard from Sarah at 11a.m. She said that Eli wouldn't be in until 12p.m. Sarah told me that either Gaston or Matt would call me from the finance department to get information regarding the wire transfer. "Mo" called me at 3:40p.m. and demanded a deposit and said he didn't know anything about the personal checks. I agreed to a deposit on my credit card and asked him to speak with Eli. Eli called at 4p.m. and I reminded him of our conversation regarding the wire transfer and checks, giving him the exact amounts I would pay. I also told him that I had the same conversation with Sarah. When I hadn't heard from anyone (at this point I had no paperwork) by 5:00p.m., I sent a text. Finally Sarah called and said she 'misunderstood'. I asked to speak with the General Manager who I was told was consulted regarding this sale throughout. I received a call from Jose Gomez, who said he was the General Manager. I listened to him while he explained what he understood. When it was my turn to speak, he interrupted me several times to the point where it was impossible to talk. Funny, in the staff for this dealership, only "Mo" is listed in the administrative (not finance) department.

Thank you. The service department manager named Nathan was anything but gracious, professional, welcoming, or customer satisfaction and service oriented towards me on three different occasions within a one month time frame. I purchased a new tail light at NCVW and I had it installed there as well, but a plastic cap was damaged so I requested it be replaced. He did not bother to get up from his desk to come and introduce himself as the service manager, apologize for the occurrence, and let me know how this would be remedied. He had his clerk do so even though we had made eye contact through his glass office wall in which I gestured a nod of greeting to which he looked away from and did not bother to acknowledge. Second, one of his staff left my vehicle parked without the brake engaged and only left it in 1st gear so when I turned on my car and released the clutch, my vehicle jerked and crashed into the car behind me causing damage to both cars. This was an act of gross negligence and a safety liability. The brake is there for obvious reason. He was called out to examine the incident, but he did not bother to even introduce himself nor shake my hand. Something that I had to do in order to know who I was speaking with. Again, he was less than professional. Not his same attitude towards White/Caucasian patrons that were also there for matters of there own I must add as it was painfully and insultingly evident. I was told to return at a later time in order to be informed of what would be done to repair the damages inflicted on my car rear end due to the collision suffered because of the staff member's inability to conduct his duties in a safe manner, Luis, if I recall correctly is his name. Nathan, who was once more anything but welcoming or pleasant to speak with, not once did he express a greeting, a thank you for coming back, or a even hint at a smile of any sort, informed me that his manager named Shane or Shan E., said it would be my responsibility. A dismissive attitude and reflection of what the overall culture at National City Volkswagen has become now since the new ownership has taken place. Nathan took it upon himself to lecture me on how to drive my vehicle and what I am to do when I turn the key of the ignition on as if it were his place to do so, Something that I made a point of reminding him that it was not appropriate to "Teach" me how to drive my car in two different instances. This is not my first car and it was my second purchase of a vehicle at National City Volkswagen in the past few years, but will very well be my last considering the attitude I had to endure from Nathan. His dismissive and uncaring demeanor towards me. His lack of any attention or professional courtesy or even the slightest attempt at such. He is an inferior asset and he is negligent to his professional duty and is hurting this institution with his continued presence at National City VW without undergoing extensive training and education in Customer Service, Professional Service Propriety and Etiquette, and Service Recovery. I can go on but I think that a point has been made clearly and I will hope and look for this matter of safety and consumer negligence and liability, and customer service failure to have been addressed. The sales team is great. They would be of course, The service department manager Nathan needs training or needs to be replaced immediately. He is an inferior staff asset and is hurting this business with his inability to be courteous and professional to his patrons. A behavior patter that was demonstrated to a White/Caucasian customer when I and two others who were not of that ethnic group were being demonstrated the complete opposite. This car is excellent. I love driving it and I enjoy its features. I wish that the same could be stated about the Service Department Manager named Nathan at National City Volkswagen.

Those people in sales are not professional at all, they cheated in the process of buying my new car, I noticed that they over charged me for a service I told them I did not wanted and they did not care, I will never going to purchase another car from that dealer, total rip off.

TOTAL RIP OFF... I am totally disappointed and NEVER seen such a thing. I was doing my lease buy out, sales associate Alberto M. “helped” me and he printed out a paper with final finance amount $19.200 which was including the vehicle service, all tires replacement (as he said due to the safety, my 4 tires need to be replaced) and any other service required things. And my buy out price was only $16K and I mentioned if numbers dont make sense i can just buy out and handle the rest my self. He insisted that this makes more sende as I will be able to save more and all the additional cost will go into finance and paid in 72 months. this was the FINAL amount. "No surprises" he said. I have a photo of the document he shown me and attached here. It clearly states financed amount as $19200. I dropped my car that day, signed papers, and picked up 2 days later. They didnt give any paper regarding the service job. They just gave the key and told me that Alberto is out but he would send the documents via email later. A week passed nothing came. I followed up again via email but they said I gotta talk to Alberto. Then called him, two days later he got me the documents which was showing only 2 tires were changed. He said only 2 needed whereas before I buy the vehicle, he said 4 tires needed. But i was 100% sure and even reminded our conversation to him. Then he said he will call me back in 15 mins after talking to manager but never called. Then today I got documents from vw financing which shows financed amount is $22.281 and my monthly payment is also $50 more for next 72 months.. this is an absolute rip off.. I am not as stupid to buy $16K payoff amount car for $22K from its retail price… That day it was already late, no one was at the shop, and when I was signing papers I was not even seeing the screens, was just being told "this is this and that we already discussed, just sign here on the signature pad, I will already you send you the copy via email". I should NEVER EVER trust them. I went to store after that, couldnt reach to store manager Shane Dehner. They first said, we will let him know, than after 15 minutes, he came as store manager is out. They kept playing "I will be back" game as they do very often when selling a car, so I would give up talking to someone. Then I kept asking in the store "Is there any manager around here???" then someone who claimed him self as "Sales Manager", his name was Adrian I believe. He said I bought a certified vehicle, thats why the price went up. Its like a joke. I showed the paper i have with the numbers on it, and he said thats without the certification and he said "well you signed the contract". I will reach out every VW executive on linked in regarding this matter and make this out loud as much as I can.. Also will pass this to a lawyer too. I will also send email to every executive I find on linkedin website, all the dealer sites, yelp, any social media post that i see VW tag and make sure this is not “just ok” this really insults me. I take this very personal and wont let it go just like that. I already posted on law channels like legalzoom, justanswer, legalshield, that I am willing to pay it to the lawyer whatever they can take off. This is just disgusting.. The guys at their 50s still lieing for couple hundred dollars more commission. Seriously, what a shame..I dont care if i get any some nonsense "please email here, we will help out" kind of auto reply messages just like under any other 1 star review.

One of the best dealership experiences that I have had in a long time. Rico was a fantastic salesman along with the Finance Manager and finally with Gaston Diaz. The entire experience was great and would recommend them to anyone that is looking for a new car or used one...!

Max is a friendly agent …he is very professional skills and handles with care ….. thanks

Great Service dealing with a difficult warranty issue, will recommend to others. Luis Avalos @ service dpt.

I found that South Bay Volkswagen has a very professional, knowlegeable, as well as friendly team, from service writers to technicians to take care of my Jetta. I feel I can always count on South Bay Volkswagen for good dependable service.

Upon arrival, Alberto Matamoros greeted us and immediately accommodated me. He answered all my questions as well as understanding what I was looking for, with no pressure at all, and made it possible for me to get the best deal, which went beyond my expectations. Gaston Diaz was extremely quick and very professional, usually, it takes time with signing paperwork, but he made it flawless and quick, giving a clear overview of the contract and any recommended additions that'll work best for you. I highly recommend if you're looking for high-quality vehicles and amazing service, South Bay Volkswagen is the dealership to go to!

It was an efficient visit to your service department that will motivate me to return to Southbay VW. I was immediately greeted by one of your service representatives which was a pleasant surprise to see that it was Max Smith, a former employee from the finance department. I didn't have an appointment for the service I needed done. Although your service department was extremely busy, he processed the job order and returned my car earlier than what he had promised. On one of my prior visits to your service department I was greeted by a young female employee that turned me away. I explained to her, “according to emails I receive from Southbay VW certain services can be taken care of under your xpress service.” She did everything the opposite of what great customer service is in wanting me to return tomorrow. I believe any needed improvements in your service department have been met with the addition of your former finance manager Max Smith. He, is a valuable VW asset understanding what true customer service is and how to deliver and fulfill that need. His fellow employees will take notice of how efficient, courteous and cordial he is and will follow suit through his example.

Always a pleasure when dealing with our sales champion Rico Villagrana and Gaspar Alonso on the service department, awesome to get their support and understanding of our needs. Going on my 5th lease with them and love being a VW owner and being part of the South bay clientele.

Best dealership in the San Diego area. Great staff made the deal easy and painless. They are understanding and will work with you. Make sure you ask for Alex Reyes!

Enzo was amazing, quick to respond with accurate information, very straightforward and easy guy to work with. The whole process was quick and easy.

Sales Manager Alex Reynoso called and set up a 10AM appointment for me to pick up my Moonstone Grey ID4. He told me that my salesman, Matthew Duff had the day off, so Alex would handle sale. I had pre-ordered the car and after a three month wait he knew I would be anxious to get it. That was true and I went to the dealership about 45 minutes early. Alex told me that the car wasn't quite ready, but we could start on the paperwork. He also told me that Matthew Duff had decided to come in just to make sure that my purchase went smoothly. Everything went through without a hitch and the paperwork was handled without any pressure to buy additional add-ons. I was offered options I might want, but no pressure. Matthew set up my iPhone to work with the ID4 and Electrify America chargers. He also reviewed the infotainment system and other features of the car. There is a lot to learn. Alex and Matthew seemed as excited as I was about the car. Buying a new car can be a stressful time and I appreciate the way I was accommodated by the South Bay VW staff.