Leith Volkswagen of Raleigh

SInce COVID the Service Department has really nose-dived.

I dropped my vehicle off at 7:30 a.m. for an appointment.

I received no updates or communication from anyone until I called in around 4:15 p.m. The Sales Advisor, Larry, then called me back around 5:10 p.m. I recall that I was informed that they couldn't get the car to make the noise I asked them to check into, that the car was on the rack and the oil was being drained, and something about the tech believing there may have been an oil leak.

Larry admitted that virtually none of the work scheduled had been completed by 5:10 p.m. -- the oil change hadn't been completed, - the alignment check hadn't been completed, the gasket on the driver's side door hadn't been replaced as requested with the part supplied, and the safety inspection hadn't been completed. If the alignment check is still part of the free multi-point inspection, then the free multi-point inspection probably also hadn't been completed. I asked Larry to just have the tech finish the oil change and have the car ready ASAP so that I could pick it up before closing. I believe my disappointment was palpable but I do not recall being rude or abrasive with Larry.

I'm disappointed that the work didn't get completed in a timely manner or even at all. I'm more disappointed in how the issue was handled. No one contacted me throughout the day to inform me about the delays until Larry got around to calling me back after I reached out at 4:15 p.m. By then it was 5:10 p.m. and there wasn't much that could be done by that time in terms of figuring out a Plan B before closing time. The only explanation I received was, a casual "It's been one of those days..." The only solution offered was the suggestion that I leave the vehicle at the dealership another day. That solution was a non-starter for logistical reasons and again, I wasn't given the opportunity to plan for that -- so, I couldn't do that. No other solutions were offered or suggested. No one even offered to reschedule me ASAP. I do not recall a sincere apology over the phone, or in person, when I picked the vehicle up before 6:00 p.m. No one admitted that mistakes had been made or offered any kind of explanation other than the ol' "one of those days..." I got on the phone. That oil leak Larry mentioned over the phone when I got a call back at 5:10 p.m.? No one mentioned anything to me when I picked the car up. No one really mentioned anything at all to me when I picked it up -- no acknowledgement of a problem or offer to remediate, no information about the vehicle or issues to trouble-shoot. Larry seemed to have cared less.

This is almost literally word-for-word from the email I sent Adam Ridge on 7/6/2022.
- I never received a reply. That is a real shame because Adam has always been THE BEST.

And, there's no point in receiving a reply. It sucks that I have to drive to Cary to have my car serviced now, but the difference between the service at Leith Cary and Leith Raleigh is such that I actually save time and money driving across the county than taking it up the street.


UPDATE:

Adam contacted me just after this was posted. Unfortunately, he did not appear to get my email. I believe Adam because he has always been extraordinary, honest, and is a hell of hand.

Adam assures me that things have changed. If he says that they have made the right chances to keep this happening again, then I believe him.

Give them a shot.

According to a tech, the service scheduling system is just a sign-up form and isn't actually honored in the shop. Scheduling your appointment a week in advance and showing up an hour early wont benefit you. Dropped my car off at 9am on a Thursday for a 10am appointment, called at 3pm to check on it and got told they'd get to it "Soon. It should be done by the end of the day". Just getting a routine break fluid and coolant service.

As a first time car buyer, I was nervous. Min Kim and James made my whole experience so pleasant! Min walked me through everything, answered any/every question I had and put me at ease. I recommend anyone looking for a new car to go see the fine people of Leith VW of Raleigh.

Horrible service and over charged and if you leave your car there because you can't afford to have it towed they CHARGE YOU AGAIN so fuck y'all and fuck your business

Update! We went down to the dealership and the sales manager, made things right! We are happy with the outcome and their professionalism in handling the matter.


December of 2021 I totaled my new vehicle. It was the worst time it could happen due to the car shortage and increase in costs of new and used vehicles. My husband found a used vehicle (decently) priced at this Volkswagen dealership. We went down, test drove it during the day and purchased it.
The next day I had to pick my son up at after care (it was dark out) the headlights were so dim that I nearly got into two accidents because I couldn't see! They referred me to another dealership for the repairs. IT took them nearly 3 weeks to get me an appointment to get it fixed because they told us we had to wait till after the Christmas holiday! Then the car broke down on me twice, the first time it took them nearly two weeks to diagnose it and get it fix. The same day I picked it up it broke down on me (just shut off, no warning) on the highway with heavy traffic. I had my son and best friend's little boy in the back seat with me. We nearly got reared ended by a tractor trailer. The sales manager and sales people we dealt with @ Leith Volkswagen have ignored my emails and calls I have ever made to contact them about the fact that they sold me a LEMON! We had not even had the car 6mos before it started having major issues. I work 5 minutes from home so I don't commute very far at all! NOW the car is completely DEAD won't turn on at all! I would not recommend purchasing any vehicle from this dealership, the staff is not professional or friendly and they lack integrity!

Avoid this service department at all cost. They are liars especially the service manager Raphael. DO NOT USE THIS SERVICE DEPARTMENT!!!

Had a very weird experience here with the salesman, Mike. He was friendly and supportive of our effort to help our 17-year-old select a used car. Our son test-drove the car, and we completed the purchase in about 2 hours. Unfortunately, when we drove the car back home to Winston-Salem, we noticed significant shaking in the steering wheel and pulling to the left at speeds over 70. When we contacted Mike about it, he basically said, "that's your problem - you should have test driven the car yourself. I would never let my 17-year-old drive the car without driving it myself. And, I'm not sure if we can cover it since the speed limit is 70." After some pushback from us and "talking to his manager," he agreed to let us bring the car back for their service team to look at it. Service said the tires were cupping and that the sister dealership where they got the car did not properly inspect it. He recommended replacing all four tires. The dealership did, reluctantly, replace the tires after we drove four hours to/from TWICE, but they refused to provide a second key to the car after we discovered that there was only one key. In fact, they did not disclose there was only one key until well after purchase - they said the sister dealership only sends one key when they send the car and it was after closing so they couldn't check on the status of the second key. This is absolutely not the service and treatment we would expect from a major car dealership - it felt much more like some backyard used car dealer. Not impressed and would definitely not shop at a Leith dealership again. (Giving them two stars instead of one because the service department folks were great.)

This dealer has the worst customer service department I have ever experienced. I expected more from Volkswagen.
1 claimed they had tire in stock but did not
2 claimed they would call when tire was received but did not
3. Dropped my call when I called in to check on availability
4. Claimed service tech was at lunch and would call within an hour. I finally called back at 1:45 and was told the tire would be ready in :30 minutes so returned to the dealer.

I have purchased two new cars here but will not buy another here and probably not another Volkswagen at any location. I expected better service from VW.

I've had a horrible experience with Leith Volkswagen. I took my vehicle to Leith on 11/22/22 for an oil change. They wanted to sell me a recommended $900 full service and kept pushing it. A week later my car , wouldn't start. After opening the hood I found the front bracket had fallen and it was zip tied together by someone. My battery terminal was uncovered and placed in the corner of my engine. I took it back to Leith Volkswagen, and asked to speak to the service manager, Adam Ridge. The service employee went to get Adam, but said he was very busy but would come and speak to me. I was advised by the employee that the battery was checked during the oil change, even after I asked them not to do anything other than a oil change. They inspected the battery, yet could not tell me the results of that inspection. So basically they touched the battery, couldn't tell me what they did or the results, and a week later the battery stopped working. 90 minutes later Mr. Ridge still did not come to speak to me after two requests. I did see him step out into the lobby and speak to an employee and then disappear again back into the office area. I asked the employee to get him for me and I was advised that he stepped out of the building. I use to enjoy going to Leith Volkswagen. They were so friendly and helpful. Their customer service was second to none. I spent $370 for a new battery from Leith Volkswagen. That is the last time I return to the dealership. Adam, could have easily saved a customer by taking the time to speak to me and hear my complaint.

Brought my VW CC in for oil change and so far my experience has been great. I was immediately greeted by a service advisor as soon as I entered. As we did the walk around, I had some questions about my car and my service advisor Richard was very helpful. The service was completed in a reasonable timeframe. During my wait in the waiting lounge are complimentary popcorn and coffee and water. They have an area for you to conduct work for business or school. There's even an area for children to keep them occupied. The area is well maintained and clean.

Overall my experience here has been nothing but stellar. Thanks Leith!!!