3510 South Zero Street
Ft. Smith, AR 72908
The reviews below are from verified owners of Volkswagen vehicle within the last 7 model years who received a survey invitation from Volkswagen of America after purchasing or servicing their vehicle at an authorised Volkswagen dealer. The reviews are unique to each individual and should not be generalised or interpreted as statements from Volkswagen.
TYPE:ServiceMODEL:Atlas Cross SportYEAR:2023
Vehicle was taken in for service on 10-24-24. Was told that parts would have to ordered to fix our 2023 Atlas Cross Sport 30K miles which was leaking oil. As of today 11-4-24, 11 days later, no parts and vehicle still leaking oil. I have had to add oil, and no ETA on parts, no service scheduled. Very poor customer service.
11-05-2024
So I am not quite sure why you want to blame us for something that is COMPLETELY out of our hands. Volkswagen has several(a bunch) of parts that are on backorder. We monitor and check on availability regularly and their answer is usually some form of "no eta from the supplier", which is the issue in your case. We do appreciate your business and want to fix your vehicle as soon as possible. If there is anything we can do for you please let us know.
TYPE:ServiceMODEL:Atlas Cross SportYEAR:2024
Employees were friendly and down to earth. I listened as they spoke to each customer. They traded everyone equally and with respect.
TYPE:ServiceMODEL:AtlasYEAR:2021
TYPE:SalesMODEL:Atlas Cross SportYEAR:2024
Ease of purchase, courteous service.
TYPE:ServiceMODEL:TiguanYEAR:2021
The service was great. Employees were kind and pleasant. They answered all of my questions, and went above and beyond by washing my vehicle after the service was performed.
TYPE:ServiceMODEL:AtlasYEAR:2021
No problems, service performed promptly.
TYPE:ServiceMODEL:TiguanYEAR:2019
First, I got a quote emailed to me before my appointment on 10/28/24 because I had a feeling to get the quote in writing. I've had issues with BW VW Service in the past. I drop the car off for my appointment at 10 AM for an oil change, tire rotation, transmission fluid drain & fill, and 4 new spark plugs. They had it from 10 AM, WITH APPOINTMENT, until 5:09 PM when they text me and tell me my battery tested bad and it would be $430.99 plus tax for a new battery. However, they said the techs had already went home for the day and they wanted to keep it overnight. I told them no and I come and got the vehicle. Upon checkout, they tried charging me about $35 to $40 more than the official quote I had received by email. Once, I show them the emailed quote, they adjusted the price to what they quoted me. Anyways, I call the next day to let them know my battery shouldn't cost any money as it is not 3 years old yet and is a genuine VW battery bought and installed by them. I told them they could pull the receipt on their system from 2022. The gentleman over the phone told me he can get me in at 10 AM for a battery replacement but he stated the warranty was 3 years 36k miles (which it's not). According to VW's own site, a genuine battery bought and installed by VW is warrantied for 36 months regardless of mileage. So, I go in at 9:30 AM, 30 minutes before 10 AM, speak to the service manager and he advised my battery is under warranty, but it would need to be tested. I informed him it already tested bad, but he said for it to be warrantied, it has to go through a more rigorous test of charge, drain, charge, drain, or whatever. (Kind of funny right? The first test is good enough to tell me I need a new $430 battery. But if I need it warrantied, OH, NO, it has to go through a more thorough test. I left the vehicle and went to work. I called at approximately 3:00 PM to check if it was done and they told me it was not. Again, appointment was for 10 AM and they call me at 4:56 PM telling me they have warrantied and replaced my battery. Each day, I had an appointment for 10 AM and don't get my vehicle back until 5:00 PM? Someone needs to stop over booking. Definitely one of the slowest shops I've ever went to. They don't have an ounce of friendly in them either. Oh, also just to make the appointments the hold times are atrocious. On 10/21 I called to make the appointment and was on hold for approx 18 minutes. On 10/28 I called at 3:41 pm checking on my vehicle and was on hold 10 minutes. And on 10/29/24 I called at 3:00 pm to check on my vehicle and was on hold 14 minutes. I have the screenshots of the call logs to prove it.
10-30-2024
I want to apologize for waits on the phone, we have a large number of customers every month and handling the phones with just 2-3 guys is sometimes daunting. Referring to your estimate that you received, all estimates are given without taxes, supplies, or disposal fees so this could account for a difference, also estimates are just that, estimates and prices can change slightly. The battery issue is different, we try to look for battery replacements from past visits, but even I had a hard time finding it as well and we were happy to get a warranty performed and you a new battery but Volkswagen requires a code and certain tests to receive the warranty. We have testers that give the same results but are much faster and to the point but no code for VW warranty needs. I also want to apologize for the time the vehicle was there, we always strive for excellence but sometimes fall just short. If we can help in any way in the future please don’t hesitate to give us a call.
TYPE:ServiceMODEL:TiguanYEAR:2024
Great service from the man at the front counter he explained everything they did to my vehicle and was very professional and it was all done in a timely manner very satisfied with it all.
TYPE:ServiceMODEL:TiguanYEAR:2022
Very friendly and helpful
TYPE:ServiceMODEL:JettaYEAR:2020