West Houston Volkswagen

  • 1.5 of 5 stars
1 reviews

17113 Katy Freeway, Houston, TX 77000, us

(866) 596-9312

Email: 

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Hours
 
Specialties
Specialities: 
Loaners
No
Notes
 
They are always honest
1.0/5
They are competent
3.0/5
Their repair price is reasonable
1.0/5
They complete the work in a timely manner
3.0/5
They respond well when they screw something up
1.0/5
They take the time to explain the problems and necessary repairs
1.0/5
They treat male and female customers in the same manner
N/A
They are always honest
1.0/5
I would use this mechanic again
1.0/5
I would recommend this mechanic to others
1.0/5
They fix the problem the first time
1.0/5
The shop is located in a safe neighborhood
4.0/5
The hours of operation are convenient for customers
4.0/5
They are near public transportation (or provide loaners, shuttle bus, rides as needed)
4.0/5
Jan 13, 2013
  • h2oplr11
We brought our Sportwagen in for its 10,000 mile service and to follow up on two mechanical issues we’ve had with the car so far. Those were 1) the DSG transmission of the car tends to “buck” at lower speeds and 2) a covering-cap for a portion of the roof rails had broken which we needed replaced. For our first issue, we were told by their staff that this is a common issue with the DSG transmission. I already knew this having done some searching online. Their recommended fix was for me to put the transmission into “sport” to avoid the “bucking” shifting of the transmission when it was set to drive. In my opinion, I shouldn’t have to change anything I do as a driver for a brand new car to function normally. I was told at least twice that once the oil change for the car was completed, a mechanic would be willing to drive through the lot with me to diagnose the problem. This test drive never happened; the staff emphasized that they heard of this issue multiple times and that putting the transmission in sport would solve the problem. For the second issue, I requested that the covering cap be replaced. I discovered this cap was broken the day I drove the car off the lot in Cleveland. The tabs which hold it in place had snapped of at some point during delivery. After the service was completed by your department I noticed that the cap had not been replaced as I requested, but that the mechanic had adhered some double sided tape to the underside of the cap, which did not solve the problem at all. When I went back in to the service department, I was then informed that they did not have that part on hand. Additionally, it would cost me $75 for the part since the service rep believed that I had broken it myself. Needless to say, I was a little frustrated that this was not explained to me before I had to discover the discrepancy myself. At that point I was frustrated enough to leave their service department, with the intent never to return. In my opinion the staff was deliberately deceptive and only concerned about the bottom line. As a customer, this seems unfortunate since these (especially the second issue) are really minor concerns. I will say that their staff did change the oil and rotate the tires, as I expected from the 10,000 mile service. Finally, I wrote an email with my concerns above to their Service Manager nearly three weeks ago and as yet, have not heard back from them. I will not be returning in the future as I will be looking for an honest, more customer-service oriented VW service department in the area.

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