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August 2024 by Raymond Cadena
Romi is the reasson i bought. He makes the sale
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August 2024 by Paulin Laurent
I have owned two VW Jettas back to back since 2013 to this day! Before knowing that there was a VW dealership in DTLA I went to Santa Monica Dealership. While am not going to spend time on my experience in Santa Monica, experience that actually sent me to VW DTLA it doesn’t even begin to compare with what I have experienced DTLA. I purchased my second Jetta there after my lease expired and the process was excellent! Professional, reliable, knowledgeable and personable team! I bring my car there for service and other maintenance needs and everyone has been beyond expectations! This said, I tip my hat to Ryan Maldonado who has become my go-to there! Very personable, knowledgeable, professional and great with follow up and follow through! Am happy with both my car and the service I get there! Great job! Great experience overall!
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August 2024 by David Quintanilla
Purchasing a vehicle from Volkswagen Downtown Los Angeles has been the worst experience I've ever had. I urge anyone considering buying from this dealership to carefully scrutinize their contracts, as they quietly add nearly $4,000 in additional warranties to your purchase. Among these is a $1,500 coating that supposedly protects your car from scratches—an expense they claim is mandatory, as they apply it to all vehicles before sale.
After signing the paperwork, instead of providing printed copies for review, they hand over all documents on a flash drive, making it difficult to spot these charges while you're still at the dealership. Removing some of these unwarranted warranties has been a struggle and, even now, the process remains incomplete.
I purchased the electric ID.4, and within three weeks, the sunroof cracked due to excessive heat. I immediately contacted the service department, but it’s been over 30 days since I brought the vehicle in, and they are still "waiting to hear back" from Volkswagen headquarters. To make matters worse, this dealership is merely an authorized dealer, not an official Volkswagen branch, which complicates the process.
On the fourth week, my car started displaying alerts, including one for an “electrical malfunction”—a particularly alarming issue in an electric vehicle. I sent a photo of the alert to my service advisor, but they responded only days later, saying they would address the issue once the glass for the sunroof arrived. Getting a callback from a service advisor is nearly impossible, and attempts to speak with a manager are futile; they’re always "busy," and you’ll never get a return call.
Essentially, I feel like I purchased a lemon, but even more frustrating than the car’s defects is the complete lack of customer service. Save yourself the trouble—do not buy your vehicle from this location. It’s the biggest mistake I’ve ever made, and you’ll regret it almost immediately.
**Update:** After posting my initial review, the dealership contacted me to inform me that Volkswagen will not cover the cracked moonroof. They claim they’ve never seen a moonroof crack due to manufacturing issues and insinuate that something external, like someone running on the roof, caused the damage. They offered to split the repair costs if I made a “goodwill payment” of $800 which is completely unacceptable. After doing research, there are dozens of people on line, complaining of mysterious cracks in their sunroof on ID.4. they are doing everything to get out of pain for this. This has truly been the worst purchase of my life. Don’t waste your money at this dealership.
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August 2024 by Melvin Friday
Service department is going down hill :( they never answer but all other departments do
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August 2024 by Stan Howat
Armando and his team were excellent in every way.
Very helpful and efficient. Would definitely recommend.
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August 2024 by Will Strauss
I took my car in for a routine service and they overfilled the oil level. I honestly don’t know how this can happen during a service, considering that it takes a few seconds to check the oil level. This caused a leak which then took them 2 days to repair. The service department gave me conflicting information about when I would be able to pick up the car and my service advisor, Kosta, was incredibly rude and condescending about this. The worst part is, they fixed the leak BUT DIDN’T DRAIN THE OIL. Now I have to take it in again to get the oil drained and check for another leak…
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August 2024 by Elysia H
If I could leave 0 stars I would. My poor friend took her car there and got charged for a bunch of services that NEVER got done AND the main thing she needed fixed on her car was never even looked at or fixed even though they said they fixed it! And they somehow billed her almost $500!? For what?? She’s been trying to call this place for almost a month, talking to the different people at the front desk and constantly reaching out to any and all managers, and NO ONE… not one person has returned her calls or emails. This isn’t even my problem and I’m jaw dropped and angry for her. She’s been on set w almost no days off and now needs to drive down there her first day she gets off.. and if that doesn’t get resolved, has to file a bank claim to reverse the change. This location is SO messed up. She went there because of a coupon and wanted the best service to not deal w sketchy places, to only..end up dealing with the sketchiest messed up dealership EVER! I’m so shocked at her experience and feel so bad that I had to leave a review for her. Do NOT go here unless you want endless stress. These people are horrible and the worst absolute worst with customer service.. more like 0 service. After looking at all the horrible god awful experiences here and the amount of extra charges, insane prices, and money they kept from customers… this place 1,000% needs to get investigated by the Better Business Bureau. And all the customers who got overcharged, charged for services not done, and money not received back should honestly all get together and file a class action lawsuit. I believe in karma and as nice as this place looks, it’s absolutely horrendous and should be out of business.
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August 2024 by Rosemary Coles
A great car buying experience - Ivan was very responsive, and excellent to work with!
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August 2024 by Andrew T
In my opinion, Kosta Papavasiliou is absolutely THE worst service advisor out of all the dealerships in Southern California. In the past, I’ve interacted with multiple service advisors from big corporate dealerships such as Lithia Motors (Owner of Volkswagen Downtown LA), Autonation, Sonic Automotive, Keyes, Penske to Family owned Dealerships and have never seen an individual acts this way towards his/her customer. When my Volkswagen needs a service, I go to Volkswagen Downtown LA and I usually deal with an advisor named Ryan Maldonado who provides exceptional customer service but he was unavailable at the time of my appointmet.
Kosta is rude, arrogant and has an insulting attitude of superiority and acts like he is better, smarter than others when legitimate questions are being asked about the vehicle. Some of the examples of his behavior at the time of my appointment were ignoring my questions with a complete silence, rolling his eyes like a drama queen from the soap opera, tapping his work ipad extremely hard like he wants to break it, ignoring my presence at the time of vehicle pickup when the service was completed, etc. I honestly have no idea what he was going through that day but it was just a horrendous experience from the customer’s perspective. I believe he is just a Service Advisor, not even the Manager of the Department so it was mind boggling and quite funny to see him acting like that like he is the Owner of Lithia Motors, Inc. I don’t expect my Service Advisor to be my best friend but at least be cordial and most importantly, have some basic customer skills which unfortunately Kosta did not possess. I sincerely hope the General Manager, John Scillitani takes some serious action against Kosta because the dealership is going to lose a lot of customers when they encounter a Service Advisor like Kosta Papavasiliou.
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August 2024 by Milad Chahine
The WORST customer service ever!!
9 hours for oil change! 8 hours for brake change!
I met a customer while I’m waiting and he told me that he dropped his car 4 days ago just for brake change!!!!
Cherry on top, if you complain about it they gonna start being rude and it’s gonna take time more and more and more ?
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August 2024 by rosanne rubino
Not only is it impossible to speak to a person here but I brought my car in for a new key and when I got home after waiting for hours it did not lock my car. Still trying to get ahold of a manager. Steer clear of this place
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August 2024 by Albert Najera
My review is only about the service department. I could not agree more with all the negative reviews of the service department that have been posted. Everything negative that you read about the service advisors is so true. With the exception of one service advisor (I think his name is Ryan) all of them are just simply terrible at their jobs. This is not a personal attack, this is just about their job performance. All of them are just terrible and worthless at their job. I have no idea why these individuals were hired. It also appears the service manager has his issues as well.
This is not the first time I am having issues with the service department. I have just had it and I am finally writing a review. I am currently going through a customer service issue with the service department. I am not able to write details about the situation due to the fact there has been ZERO communication from the service department. On this occasion the service advisor is Jeff Morataya. If you plan to bring your vehicle here plan to be frustrated and waste a lot of time. You will feel like you are chasing these people around.
Today, August 1st, 2024 I called the service department again with no luck. No one ever answers the phone, EVER! Once again I had to use the chat option on their website to try and communicate with someone. It's the only way to make contact. I told the person who is managing the chat that I needed to speak to the service manager because of my situation. I gave my name and phone number so the manager could contact me. And of course crickets...did not hear from any one today.
I will eventually sort it out, but will never bring my vehicle to this dealership again. This is the reason car dealerships get a bad rap. Good luck to anyone who brings their vehicle to VW of DTLA. Maybe you will be one of the lucky customers. Fair warning.
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August 2024 by Chengzhe Pei
Worst Amazing Service 4 Hour Wait only …
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August 2024 by kim andrew
Another 5+++ review for my go-to service adviser Kosta. I live in OC but I drive to DTLA Volkswagen because of this guy. He always takes care of you in good deeds. it's always good to know when your mechanic supervisor takes care of your car. not worrying about your car with your dealership is something that money can't buy.
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August 2024 by Alan Rodriguez
The service department seems to lack communication with the clients. The only time I ever knew the status of my car was if I called to check for an update of the status. I've reached out several times and left my info to speak to any manager or someone of a higher position to no avail. I am terribly disappointed with this dealership and it sucks because it carries the VW name on it.
