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August 2024 by Curtis Bennett
I feel compelled to share my incredibly frustrating experience with the service department at Berge Volkswagen of Gilbert, Arizona, which has been nothing short of horrendous. After multiple encounters, I can confidently say this is one of the worst customer service experiences I've ever had.
My wife and a good friend, both proud owners of new vehicles from this dealership, have faced similar issues when seeking warranty work and mandatory maintenance. Each time we’ve gone in, it feels like we’re met with a wall of excuses as to why things can’t be accomplished. It’s as if they have a handbook on how to avoid addressing customer needs, and they’ve mastered it.
Just recently, I encountered a situation that truly epitomizes their lack of professionalism. I was informed that my vehicle had a recall and was told to bring it in at 7 AM for the necessary repairs. I complied, thinking that it would be a straightforward process to get my car fixed. However, the day turned into an absolute nightmare. I waited and waited—hours upon hours—until finally, at 4 PM, I received the disappointing news that my car still would not be ready by the end of the day.
Throughout the day, I had been anxiously waiting for updates, but they never came. I felt completely ignored and disrespected as a customer. It’s unacceptable for a service department to leave a customer hanging without any communication, especially when it involves something as crucial as a vehicle recall.
To add insult to injury, when I inquired about a loaner car due to the inconvenience of having to wait all day for repairs that were promised to be completed, I was met with a dismissive “oh well.” No alternative solutions were offered, no acknowledgment of the hassle I was experiencing—just a lack of concern for customer satisfaction. It was as if my time and needs didn’t matter at all.
I genuinely cannot understand how a dealership can operate with such a blatant disregard for their customers’ time and trust. The experience has left me feeling disappointed and frustrated, not only for myself but also for my wife and friend, who have also been let down by this service department.
Overall, I would strongly advise anyone considering Berge Volkswagen of Gilbert for service to think twice. If you value your time and expect reliable, respectful service, you will not find it here. It’s disheartening to see a dealership with such potential fall so short in delivering a basic level of customer care. I hope they can reflect on these issues and make significant improvements in the future, but until then, I cannot recommend them. Save yourself the headache and look elsewhere for your service needs!
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August 2024 by Tony Martin
This dealership has had my son-in-law‘s car for two weeks and still have not looked at it. AC is not working. He and my daughter have an 18 month old boy and cannot go without air-conditioning. These guys don’t seem to care about any of that. My son-in-law contacted them yesterday and they haven’t even looked at the car. Terrible customer service at this dealership. I would recommend staying away from Volkswagen if this is the way they treat their customers.
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August 2024 by Kevin Davis
outstanding car buying experience.
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August 2024 by Olivia Winn
took a CC here to have an oil pressure light checked. a couple thousand dollars and less than a month later, the light is back on. i wouldn’t return or recommend this shop after this.
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August 2024 by Tameka Moody
I’m still in an awww moment so it took me a couple weeks to write my review
First I ended up at this location speaking with Charlie who was awesome which lead me to Mark who is a magician with numbers he was not letting me leave without a vehicle finally “Rose” lol thank you for dealing with me for hours driving 6 different vehicles before I finally decided on what I wanted
This entire staff and location was amazing literally (I feel like ) went above and beyond for me.
At the end of the entire process do you know these guys set the mood and had one of my favorite ol school songs playing while graffiti exploded everywhere
I never purchased a brand new car and man they made it all worth the wait. Customer service at this dealership is definitely unmatched
I’ll be back
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August 2024 by Joe Hernandez
I'm sharing my Yelp review here because it reflects a level of excitement and satisfaction my wife and I still have close to 3 weeks later.
5 star Yelp review:
The following review is from a guy that swore off buying a new car again. (I still cringe when I see tax, title, and license $$$ - but nothing a business can do about that).
From the moment we stepped into the dealership to explore the 2024 VW Atlas options, we were met with unparalleled customer service. The team's dedication to providing a stellar experience was evident in every interaction.
A heartfelt thank you to Jared, Marie, Drew and Scott for their exceptional service. Their expertise, enthusiasm, and attention to detail made all the difference. Jared and Marie's insightful walkthrough of the Atlas features, Drew's efficient paperwork processing, Scott's thorough explanation of the financial options, and their collective patience with answering to all my questions were greatly appreciated.
We chose the 2024 Atlas Cross Sport SEL Premium R-Line
The vehicle itself is a testament to quality and design, and the SEL Premium R-Line trim is the epitome of luxury and performance. We left the dealership not just with a new car, but with the satisfaction of knowing we made the right choice. (Oh, and a happy wife :) - hands down the best part)
To the team, thank you for making our car buying experience a remarkable one. Your commitment to excellence has not gone unnoticed, and we're excited to be part of the family of satisfied customers.
Very respectfully,
Joe and Annette
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August 2024 by ivana netzer
Berges VW dealership gave us an amazing experience. We had gone to several dealerships and they did NOT compare to the customer service that was experienced here! Even had another friend who had gone to another location and had the consistent CS experience as I had explained to her!
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August 2024 by Todd Evans
I write this note to expose the deceitful practices of Berge Volkswagen in Mesa AZ. My daughter, a first time car buyer, visited this dealership and spent almost 3 hours before they were unable to come to an agreement. She walked and of course they stopped her in the parking lot. Being only $500 apart, she and the dealership finally agreed to a price outside, a middle ground, which was fair, or so she thought. They went back into the dealership and she initialed a white piece of paper, which was described to her as a down payment sheet - no final car costs of the car listed. She initialed next to the down payment figure (her cash down payment as told) and off to finance. Although they agreed to a price for the car, they failed to inform her that they were going to add a dealer prep cost AND a warranty above and beyond the agreed upon price. The dealership prep fee was NEVER provided to her at any time, not even when the finance officer went over the sales contract figures. It was not itemized, it was unscrupulously added to the cost of the car. Although the warranty was itemized, even after she expressed several times she was not going to pay for a dealership warranty. The finance officer said "it came with the purchase of the car." eluding to that it was included in the negotiated price. She was so excited about her ability to negotiate and her new car, she lost sight of the extra costs which were not noticed until she got home.
After several texts and no return calls to the dealership management, we went down in person to address the matter. The sales manager, Drew, came out with the papers from the sales day with the agreed upon price handwritten and the dealer prep fees written below as well on a deal worksheet. This sheet didnt even have the prep fees listed (until Drew wrote them on the day of our visit) which he confirmed when I asked him. So, not one sheet with the agreed upon price except for the down payment and the monthly payment. Now to outline some deceitful parts. (1) the dealer prep and warranty fees are in fine print (not obvious) to a buyer AND this was never a part of the agreed upon price.(2) the prep fee was not itemized on the final sales contract and was not disclosed to her by the salesperson and/or finance.(3) a warranty was added, even though she was adamant she didn't want a warranty, believing the added warranty came with the car. (4) the lack of transparency exhibited only to make a sale is beyond belief especially from a brand name dealership.(5) knowing she was a "first time" car buyer, one would hope they would take care of her like they would their own wife or daughter - apparently not.
The dealership did remove the warranty but said it is included on the sales sheet - again in fine print and w/out explanation. When we expressed the concern over the dealership slipping in the warranty without explanation, Drew just shrugged his shoulders.
When we addressed the dealer prep fees, he said she signed the paper (remember, the paper with no figures on it except a down and monthly car payment amount). Being a first time car buyer, how was she supposed to know? She said nobody ever told her about that fee and it is not itemized anywhere on the final sales contract. He said "we don't have to" "they are written on the paper" (in small print) and "that is the sales price" even though she agreed to a price ~2K lower than what was on the contract. In the end, he did not feel they did anything wrong and that their practices are legal and he stands by them. They did not rectify the final price back to the negotiated price per our request. I suppose if Berge VW stands by practices that may or may not be legal, the fact they are operating in such an unethical behavior instills in me that they will do anything to undermine the trust and loyalty of a customer. Until this situation, we were considering purchasing a VW Atlas from them. Now, we will obviously take our business elsewhere.
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August 2024 by Becky McFarland
We got our first car from Burge around 2012ish. It was a Jetta TDI and we traveled from southern NM to Phoenix to get our servicing. Fast forward to 2019 and we traded for a Tiguan and we are getting ready to head over for its service and will ponder our next car from them. They have always gone a over and beyond to take care of us! Highly recommend!
In July 2024 we made our 3 purchase from Berge Volkswagen. We have been super happy from sales to service (we make that trip to Phoenix from southern NM every time). I was having a problem with our last purchase to get it registered in NM (and it was all NM MVD) and called the title department and Kalee did a superb job of getting the answer I couldn't and is now sending just what I need to get things done here. Our salesman, Casey Tate, was excellent as well as finance guru, Scott Michaels. We originally were there to have our Tiguan serviced so a shout out to that department also! Thanks to Brandy, as our service writer and Vince for being a great manager! We will be back soon for service and you never know when we might buy another great Berge vehicle!
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August 2024 by David Kester
Ask for Brandon Kester
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August 2024 by Hadiya Blockson
Niko is the best, Ive been living in Arizona for over 2years and Ive also purchased my car at this location and from the beginning he has been really helpful! I really appreciate Niko for all the help and also leading me in the right direction. Thank you for all of your hard work
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July 2024 by Elena Shaheen
I recently had a complex repair done on my 2019 Jetta, and Niko Atini was my service advisor at Berge Volkswagen. From start to finish, Niko made the entire process seamless and stress-free. His professionalism and attention to detail were outstanding, and he kept me informed every step of the way. I couldn't have asked for a better experience! My car is like brand new, and I am beyond satisfied with the service I received. Thank you, Niko, and the entire team at Berge Volkswagen for going above and beyond!
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July 2024 by Robert Brabenec
We've purchased 3 Volkswagen automobiles here, and highly recommend Casey in sales. Sales manager Earl has moved next door to the Mazda side, both are highly recommended, competent, patient, and personable from the first hello to the delivery. Service today, we used the driver to take us back home.
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July 2024 by cynthia
Brandy and Chase in the service department were absolutely amazing and very accommodating. Would be lost with out them! Thank you so much!
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July 2024 by Rebecca Henry
Watch out for their deceptive sales practices! They will negotiate a price on the car and then increase it with various 'dealer add-ons' without explaining, verbally disclosing or outlining them in the final contract. Took advantage of my daughter as a first time car buyer. Shame on Drew the Sales Manager and Berge Volkswagen!
