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February 2023 by Karl L.
I needed to open my trunk and needed my my windows checked to determine why the motors weren't working. The young woman I checked in with told me that I would have to pay $175 diagnostic fee for each issue. returned the next day to pickup my beetle. I was told that they replaced a fuse to open the trunk and that I needed a passenger door motor. I was charged $404. Nothing was said about why the other three windows were not working. My only contact was with the inept receptionist who checked me in. Did not get any contact with the person who performed the services if a service was actually performed. The receptionist while talking on the phone loudly stated the VW no longer sells the motor. Seems like she got great joy for that statement. She proceeded to yell that they looked for a motor and couldnot find one anywhere in the U.S. I researched the web and discovered that there are multiple motors available. My door panels wherenot reinstalled and I was not able to exit vehicle without assistance from my wife to open door from the outside since i couldnot roll down window. Imagine if a fire had occurred while in the vehicle. Service sucks and is nothing but a reapoff!
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December 2022 by Anita Willsie K.
I took my wife's 2017 Tiguan in to have the "clockspring" replaced under VW's warranty extension for this small but safety-critical part. Everything went well...starting with the online scheduling tool, a phone call to confirm part availability, a quick repair, and a good workspace with fast WiFi for me to get some work done while waiting. "Dave" coordinated everything. Some additional maintenance work was suggested but there was no pressure to approve it. This is how a service visit to a dealer should work. Oh...and the Tiguan got a very good, complimentary car wash by hand. My wife will be very happy. All good !
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July 2022 by Barry L.
I came here to get my loaner 2022 Volkswagen Atlas vehicle serviced because the radio hasn't worked in the last 4 days. Dave the front desk service guy isn't at all helpful. I brought the car in at 8 am and at 10:55 am, no answer from anyone. They are not an informal group to say the least. I WOULD NOT recommend a Volkswagen Atlas for purchase for no one. They have WAY too many technical issues to deal with. They may look stylish but that's all they have going for them. Trust me. If I could have done it over I wouldn't have purchased one.
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January 2022 by Jacob L.
First scheduling system was a mess, tried to make an appointment online but that was denied as I was called and told the system was broken and that I had to call to come in, why have the online portal then. I called and said I had past issues and engine lights I wanted looked at, I said the lights were not on currently and were only trigged certain ways but I had the codes looked at and had an idea of what was wrong. When I dropped the car off I wrote on the overnight intake form what the issues were with the lights- On that form I DID NOT SIGN the release form and DID NOT check the begin work or "okay" to charge me. I was expecting someone to notice this and call me to see what I wanted done ( expected to much from this place apparently) as I only wanted the codes to be read to see if they saw an issue too. I got no updates throughout the process until they called and said the car was ready. When I went to get it I was surprised at the charges and said I didnt want and work done. Thats when the service manager's (Thomas) attitude flipped from pleasant to condescending. He stared by insulting my car saying it was basically a 7 year old crap car that, that no warranty would cover it ( I had to explain I had a purchased warranty where it was still covered), and then talked bad about other car shops saying that only at VW they know how to service VW cars (this other shop was a luxury German car shop). After he continued to talk down to me and explained I was charged this much as it took two hours for a guy to look over my car. 2 hours to plug in the computer to check codes and test drive it around the lot ( had reset trip odometer before drop off and there was less than 2 new miles).
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December 2021 by Tony R.
Bought a vehicle from this dealer. They shirked their responsibility of closing the previous loan from a trade-in in a timely manner, causing me to be charged another payment. Then they acted like this was my fault, even though they didn't take the action that they were supposed to take. The dealer manager acted like a complete j*** and told me that it was my fault and that's what I get for "assuming" that they would be handling this in a timely manner. I will never do business with this dealer again and I encourage you not to as well. This is not a VW problem. This is an issue with THIS particular dealer. I suggest you go and buy from VW in Raleigh or elsewhere.
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December 2021 by Oby N.
I should have read the reviews before I came to this dealership for service. I called about my check engine light a few weeks ago only to be met with a rude customer service representative on the other line. The only positive experience that came from the call was that I had an appointment that would guarantee me a loaner car. Fast forward to today as I am writing this review. I showed up for my appointment where they did not have a loaner available with obligations that will now cost me several Ubers to fulfill. Perhaps it's my fault for expecting a luxury, courteous experience from a non-luxury brand but it was incredibly unprofessional to receive false promises and they didn't seem to care that that was done. I came here because it was only 10 minutes from my house but I will certainly drive to Cary or anywhere else I need to if that means I'll have a better customer service experience. Update: they only updated me 6 hours after I dropped my car off only to be unsure of whether or not I had a oil change recently. Nothing else. Said they would call back with an update which did not happen. Then they CLOSED without calling to update me on a single thing. This simply isn't how service areas should be ran. I have been to so many dealerships and this poor communication is a first. Dont come here y'all.
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October 2021 by Madison C.
I went to the service department for something fairly small. I had locked lugs on my car and I did not have the piece to unlock them. Unfortunately I got a flat and had to get my car towed there to get them taken off. At first when I got there everyone was helpful. I dropped my car off at 11:45am the goal was to take all of the locked lugs off and replace them with regular ones. Then put the spare tire on. I told them I had to be at work at 5pm and they assured me my car would be finished by 3:30 AT THE LATEST. Which really shouldn't have taken that long to begin with. I call at 3:47 after not hearing anything back. I get transferred 5 times and then told I would be called back in 5 minutes and then they hung up on me. I never received a call back. I get there at 4:45 to pick up my car and they are just now taking my car back. So instead of telling me they hadn't started when we were on the phone they hung up on me instead. I tried to talk to the man at the desk about what was going on and he continuously cut me off and wouldn't let me get a word out. He said it would take 15-20 minutes. So I am now late for work. After about 12 minutes passes by he comes back and says they cant seem to get the lugs off and they're are trying their hardest BUT "all of his people were supposed to get off at 5 so please be patient " as if it was my fault they waited 4 hours to start on changing a SPARE TIRE. I ended up not being able until 5:41. After dealing with the horrible customer service and terribly rude employees, i would recommend going to the Flow in Fayetteville. The drive would be worth it. Do not waste your time in this service department if you do not have to. I definitely won't.
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October 2021 by Ken W.
My experiences with Flow VW keep getting worse with each visit. I am a long time customer, have purchased 3 cars here, but will probably be looking for another facility. I brought my Passat in because the Check Engine light keeps coming on, and it needs to pass inspection. This was a Thursday. I was told the car needed a thermostat, and a turbo pressure sensor. I was told I would have the car by Friday. Fast forward to Friday around 4 pm, I called as I had not received any updates. I was then told that they didn't have the part, and it would be Monday before they would receive the part and be able to install it. I had to return to work over the weekend and Monday, and now will not be able to pick up my car until Tuesday. Then, the kicker, they didn't have any loaner cars! This has caused me a great inconvenience as if they had told me they wouldn't have the part until Monday, I just would've brought the car in after they received the part. This facility has gone downhill fast after being taken over by Flow. Gone is the communication, and the "family feel" that Southern States and Durham Volkswagen gave their customers. I have not been satisfied with Flow's customer service! And to top it off, they left off my battery box cover, and I had to go back and get it!!
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September 2021 by Shae Rochelle
the last 2 experiences have left me so angry!!!
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August 2021 by Kent Qandil
Good Volkswagens. But - They had a delay in servicing.
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August 2021 by Scott J.
Such a frustrating experience! Go elsewhere if you can help it! Save yourself the headache. We took our vehicle in because of a recall repair. When we dropped it off, we were told that it would take a couple of hours. Well 24 hours later we were finally able to pick up our car. There was no communication. We had to call multiple times and the "personal customer agent" is a joke. She never reached out us. Whenever we texted her, she was always with a customer and say she would get back. That never happened.
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June 2021 by Bob D.
I had an appointment to get my car inspected, when I arrived they told me it would be 1 1/2 hours . This is the 2nd time I had a appointment with Flow , the first time I had to wait over 2 hours to get my car serviced. Why do they schedule appointments? They assume my time is not important. I was planning to buy a new car this summer, it won't be a VW from Flow.
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May 2021 by Dave D.
Made an appointment online. Got a call saying they had no appointments for weeks. I can't wait that long, so I decide to go elsewhere. Meanwhile, they start sending both me and members of my family spam emails and texts. I don't recall even giving them my family's emails. Why in the world would you start texting and emailing a bunch of nonsense to my family??? It's incredibly rude! I wouldn't be surprised if you've started selling my family's information to spammers. Well, it would t be the first time some random local company stooped to that.
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May 2021 by Dustin R.
This review reflects the unacceptable "customer service" received by the service department at Flow Durham, specifically the rude and unprofessional behavior by Eli and the service manager, Dan. This does not reflect the compassion shown by Verlinda, who took the time to listen and talk to us after this experience. She would be the ONLY reason I would consider returning to this Flow VW for anything. My 2013 4-cylinder GTI was towed to this location after having the EPC and Check Engine light come on. The car arrived between 9 and 10 AM. By 11:30 AM, my wife was called by Eli (I was held up at work and unavailable) and was informed that the ignition coils and spark plugs would need to be replaced, he estimated the cost would be around $700. Considering we were already in for ~$150 in diagnostic fees and would have to pay to tow it back, my wife approved the work. She then contacted me with the info and quote. After doing some quick research on costs for the same service in the area, I asked if she could call back to get an itemized breakdown of the costs. She called back within 30 minutes and after she asked, he promptly started listing off roughly 10 diagnostic codes, ignoring the question and implied the work was almost done. We were simply trying to understand the cost breakdown because Kelly Blue Book's Fair Repair range, and other local estimates suggested a total cost of roughly $500 on the high end. My wife wanted to understand how they calculated their labor costs and Eli could not articulate a clear answer. He stated that the labor costs were NOT tied to time. He claimed a repair could take "15-20 minutes" but the labor costs wouldn't change. Confused, my wife then spoke to the service manager, Dan. When asking him for an itemized breakdown, he answered in a condescending manner. He claimed the costs were what they were because no other place could match their service (authentic parts, 1 yr warranty)... this is simply not true. He even went as far as comparing how much better these labor costs were to BMW and Audi. He claimed "I know it hurts to have to pay this much but once you come pick it up and drive it you'll be happy." My wife sensed she was not getting anywhere with this call and while wrapping it up, Dan asked her to "come see me when you pick the vehicle up." I drove her to go pick the car up, so I decided I would be the one to go see Dan. When we arrived to the service bay, no one acknowledged us, so I got one of the employee's attention and stated "I would like to talk to the service manager." Everyone turned to look at me and the employee yelled "this person wants to speak to the service manager." There was some nervous scattering and then I was directed to the third cubicle. Dan, was cowering behind his computer and did not stand up to greet us. I said "hi, you just spoke to my wife on the phone and asked her to come see you when she picked the car up, that car is mine and I would just like to hear what you have to say." He said (while staring at my wife) "I just wanted to tell your wife that I'm not just some face in an office." The irony. I then started my questioning about what I was about to pay for and Dan took the same condescending tone with me that my wife experienced on the phone call earlier. I asked "would YOU pay this amount for this service?" and his response was "well, yeah, I would expect that for my car." So I ask what kind of car he has and he says "an SS" -- an 8 cylinder car! I explain to him the mixed messages we're getting about labor costs and mentioned that Eli said they weren't tied to time, yet Dan was saying the opposite. I was getting frustrated and Dan said "you come in here with that attitude and you're getting it right back." Eli then shows up, looks at us and says he did not say anything about 15-20 minutes on the phone and threatens that he has a recording. I say, "ok, let's listen to it then." T
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May 2021 by Molly Jacobs
My husband and I are so glad we decided to come here to purchase our VW ATLAS. Thomas, Verlinda, and Chavis were AMAZING and so patient with us. I will recommend them forever! Thank you all so much
