AutoNation Volkswagen Hunt Valley

Hello Unilocal users! I have specifically created an account just to talk about how horrible my experience was at Auto Nation Volkswagen of Hunt Valley! If I could I would have given AutoNation 0 stars. Over 2 weeks ago had lost the keys to my 2006 passat, I knew it was going to be a pain to get a new set of keys done for my car so I called as soon as I could. The process for a new key in the first place is kind of difficult, however since I made the mistake of losing them I wasn’t to angry about everything we had to do to get a new pair back.
Day 1– I had brought in my credentials in to prove that the car was mine. I had came a little late in the day so instead of leaving my info with parts i had left them with the front desk.
Day 2– I end up calling back to makes sure they got the info and they put the order in for my key. Once on the phone I was told they had no information on the vehicle or even myself. At this point I wasn’t even mad because I know things happen. However after being hung up on 3 times and having to call back every time just to pry out an answer if my keys got ordered or not.
Day 3– Key is ordered. they had only ordered one key. not 2. So have to tell them to order another.
Day 4– I end up getting my car towed to the dealership– I was even nice enough to call and let them know my car was getting towed (they had no idea who I was again…)
Day 6– I call back to check in on car. They don’t know when they keys will be in, or even what day they ordered it.
Day 9– stopped at the dealership to check on my car, they don’t even know which car is mine. They can’t find it, so we have to spend 15 minute in the parking lot looking for which car is mine. (how do you not know where your customers car is??)
Day 10 – 13 — Call back, they can’t get the car to reprogram to my key, and that continues to follow for a couple days, they still can’t get the car to program to the key. — Multiple thing drive me nuts here, first off, I would have totally loved to have a locksmith do my keys, since you have to program the key only dealerships can for some reason. The other is they told me once the key was in the programming wouldn’t take long and would be easy… oh but no for some reason it takes over a week to program a damn key!!!
Day 14– call back again, they have to order a new part and it will be done Friday! it f**king Tuesday so another 3 days with out my f**king car!!! (Why didn’t they order this in the beginning?!)
Over 2 weeks without a car and these people still haven’t offered me a car to take in the meantime or even a simple sorry for how ridiculously long and unorganized they are. Next time i will be driving a 1 ½ hours north to just go to a different dealership. If i had made that decision 2 weeks ago id probably have my car back now. The embarrassing thing is I would rather deal with a used car salesman then these people. I am not a person to complain but this is ridiculous and i haven’t even seen a bill yet!

Towed my car in on Monday. 15 calls to service later and 4 full days, I couldn’t get an update. Called the general Manger at the number listed in the other terrible reviews, 3 calls no answer, no voicemails returned. Picked up my keys-​car was unlocked. Service guy gave me the keys for a Subaru– i drive a vw. Limped the car 450 ft the padonia auto service, they have it fixed in one afternoon. Service center is poorly managed and staffed by people with no knowledge of what is going on in their shop. Don’t go here, you’ll regret it, just as all the other bad reviews have stated.

Great service by great people. Sylvia is the best

Silvia is epic and really cares about the customer; unfortunately big business gets in the way. Prices really steer someone away from using VW service in lieu of a hometown shop. But again; Silvia was very nice and handled everything that was needed

Listen — I have been coming to Valley Motors for my VW for about three years and no where else. It was fine at first, but now AutoNation and even though the same people, it seems that the service got worst and on my last two visits, the service has been terrible. First — simple oil change — now I have bad brakes and need new tires Second — simple question rude answer and I walked out being told that I need an appointment but not for 5 weeks (same person). I dreaded going back just to hear more of the same. Not this time — I work in Owings Mills so I made an appointment at Heritage over there. OMG — what a difference — I don’t need new brakes and I do need an alignment — not new tires. This place was so easy and now my car is fixed and close to work. Thanks for past service HV– but I won’t come back

This is actually two reviews, one for sales and one for finance. The sales department is wonderful, and I’d highly recommend getting in touch with Rachael at AutoNation if you’re interested in a Volkswagen. I was deciding between a VW and a few other cars, and came in on a Saturday. Rachael met with me, showed me the car that I had contacted her about, and we went out for a test drive. I didn’t experience the «What can I do to put you in this car today?» conversation that car dealerships are notorious for. Rachael then ran some numbers on the car, which included the destination, processing, and government fees so that I could compare prices with other dealers. After a week, I decided on the VW and contacted Rachael. We setup a time for me to come in and that was that. The process was simple and was unlike many of the interactions I’ve experienced at other dealerships.
I decided to finance my purchase so I had to meet with the finance department when I picked up my car. This is where things go downhill. (The TL;DR of this is to either find your own financing or explicitly check AutoNation’s terms and conditions before meeting with finance.)
When I was shopping for my next car, I’d visited AutoNation’s website and noticed a 1.9 APR. I assumed this was valid on 60 month loans. After deciding on the VW, I met with a finance manager who informed me that the 1.9 APR was only valid on 36 month loans and that the APR on 60 months loans was slightly higher. I had no reason to believe that this wasn’t true, and I wasn’t comfortable with the higher monthly payments on the 36 month loan, so I went with the 60 month loan. After I returned home, I checked out AutoNation’s website. It stated, plain as day, that the 1.9 APR was valid on 60 month loans. I got in touch with my finance manager, who acted surprised when I told him about his own offer. He said he’d look into it. A few days (and several phone calls and emails) later, he explained that there was a ‘glitch’ in Volkswagen’s system that prevented him from offering the lower APR, which he was unaware of. I find this hard to believe since most incentives are announced at the beginning of the month, and I met with him at the end of the month. Also, the offer is on your website. Not Volkswagen’s website. Your. own. website.
After five days, everything was straightened out and I was told I could come in to sign the paperwork. I live 30 miles away and I thought it was unreasonable to have to drive 60 miles (fighting traffic on the Baltimore Beltway, no less) on account of the dealer’s ‘mistake,’ so I asked for a deduction in the sales price of the car. So far, all I’ve heard is crickets and I’m not expecting finance to get back to me.
If you purchase a car from AutoNation, either bypass finance altogether by paying for the car in cash, find your own financing, or bring a copy of the incentive on AutoNation’s website since their finance department is supposedly unorganized to the point where they don’t know their own offers. It’ll save you the frustration that I’ve experienced over the last week.
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Update: So the finance department refused to compensate me for my time, which is fine as I’ll be financing through a bank with the same APR. The finance manager I dealt with actually sent me a snarky email, but the joke is on them as they won’t be getting any kickbacks since I’m not financing through them. Also, Molly, a word of advice: if you want people to believe your responses aren’t canned, you might want to include the general manager’s contact information.