Suburban Volkswagen of Farmington Hills — Attraction in Farmington Hills

I took my 2014 Volkswagen Passat to the Suburban Volkswagen of Farmington Hills Dealership due to an airbag recall. I had bought this car with a lot of underlying problems (My own mistake. I had to have the entire engine replaced within 6 months of purchasing) however I didn’t purchase it from this dealership. The check engine light had been on for 6+ months even after the engine was replaced, so I took it in for the airbag recall & I asked the Service Advisor, Mikey, to run a diagnostic test with their computer to see what truly was wrong with my vehicle.

Mikey said “No problem, we will take care of you.” Sounded cliché like most dealers but I was hopeful & boy did he keep his promise. Mikey called me at the end of the same day I dropped it off letting me know the service technician would be staying late to finish the airbag & properly prepare a service checklist of the underlying problems. Promptly, the next morning at 7:30am, Mikey sent me a link with a video from the service technician walking me through what was wrong with my turbo charger, attachments to a list of parts needed & a thorough breakdown of a repair order that was required with an itemized checklist of the cost for each part & service.

This provided genuine transparency with what was going on with my vehicle, what needed to be repaired & how much each repair was going to cost. Even if I was unfamiliar with cars, the least knowledgeable person could easily understand what was wrong & what needed to be done to rectify the underlying issues, all with associated costs. This was an ELITE type of service I had never experienced with any other dealer. I was then able to independently decide which services I wanted completed & called Mikey to inform him on how I wanted to proceed. I decided on what I wanted to be repaired, called Mikey & discussed which parts were in stock to gauge whether I needed to come pick up the vehicle & drop it off once they got all of the parts or if everything was in stock & could be repaired immediately. Luckily, they had everything in stock except for a couple of parts. Mikey found the remaining parts at the Audi dealer next door & was able to proceed with fixing my vehicle that same day. The following day my vehicle was ready by 11:00am & Mikey texted me to let me know my vehicle was ready for pickup. I dropped it off Tuesday morning at 10:00am & my vehicle was ready by Thursday morning at ~11:00am. They had to do multiple repairs so this was extremely fast in comparison to other dealers I’ve dealt with in the past.

I can’t thank Mikey enough for the ELITE customer service he provided me throughout this stressful experience. His communication throughout the process was unmatched by any dealer I had ever experienced before. I forgot to mention the day I dropped off the vehicle he was working his role & another service advisors plate, onboarding over 25+ cars in one day when a normal day he onboards 12-20. Even through a super stressful 3 days, Mikey never forgot about me or my vehicle. He was extremely professional, respectful, knowledgeable & transparent. Thank you, Mikey. Keep being the great Service Advisor that you are. People will continue to want to work with you. Your ELITE customer service will provide you with even more completely satisfied customers & in turn will bring more business to the dealership. This will make your management team extremely happy & proud of the customer service experience that you provide, hopefully leading to a promotion in the near future. I would recommend Mikey to anyone & everyone if you have a Volkswagen that is in need of service or repairs. You will not be...

The valet service was great. The pick-up and delivery were extremely convenient for my schedule. Both employees for pick-up and delivery were professional and nice. I was nervous giving my vehicle to them, but they did great. The issue I had was with the dealership itself and their service department. I made the appointment online. One would think that the servicing schedule would be adjusted online based on what is available. My vehicle was picked up on a Tuesday morning for a recall fix and I asked for an oil change since it was going to be there anyway. Late in the day Tuesday I was advised that my vehicle had not even been looked at yet, but they were hopefully going to get to it the next day Wednesday. At this point I was told on the phone my appointment probably should have been rescheduled, and they did not realize it was an online schedule, or they would have. Wednesday, I checked the automated system that shows the status of the vehicle and for the entire day it showed that it was in the inspection phase - even after it was brought back to me. Later into the day Wednesday I was told my recall had not been worked on because they did not have the parts. How was that not known BEFORE I even gave up my car for 2 days?!? I had to inconvenience someone to come drive my son to and from school. The only thing that was done in 2 days was an oil change that really was no needed I only did it, again, because it was going to be at the dealership anyway. That in itself is a 30 min job, not 2 days! In my opinion it would have been a much better process if someone would have actually read the note of what work was needed to be done, before bothering with the valet service to see that I was wanting the recall fix that I got a letter for telling me a fix was ready, finally, after a couple years. Someone could have called me to say we do not have the parts for the recall, but we will order them and then call you for an appointment to bring the vehicle in for the fix. It only makes sense that you would not bother taking in a vehicle to work on when you can't work on it. There was a huge step missed and it cause a bit of headache and inconvenience for a few people. Plus, extra work that was unnecessary at the shop. My work order said that the parts were ordered, but because of this I am considering taking my vehicle to a different dealership when I...

First, despite scheduling an appointment to have spark plugs replaced, we arrived to find they did not have these in stock (this was the primary reason for taking the vehicle in, and they knew this). In fact, my fiance had an appointment scheduled for 9am - the first appointment when this location opened, and the last spark plugs intended for his vehicle were instead put on a woman's SUV that had pulled in right before him.

So instead my fiance opted to have an oil change and tire rotation done that was offered. When we get the car back, there are black smudges all throughout the tan interior where someone had obviously rummaged through the glove box for unknown reasons with filthy hands. We later put two and two together and realized this guy was likely looking for a key to the lug nut screws that does not exist (none of the lug nuts on this car are keyed). They offered to clean these the next time the vehicle was brought in (who is going to wait a week with a filthy car just to have these people fix their mess??) as if this was no big deal. We tried to clean it ourselves with cleaners intended for this, but it appears they have permanently stained the interior. After leaving we discovered all of the lug nut covers, every single one, on both rear wheels, were stripped and holes had been bored into the lug nuts. My fiance only discovered this upon going to release air from his tires, as they had also been over-filled by these clowns. After calling twice and being sent directly to voicemail, my fiance had to go there in person to get anyone to care about the damage that was done to his vehicle. Keith, the service supervisor, was brought over and foolishly tried to claim that the holes in the lug nut covers were just how the covers were supposed to look - he hadn't even seen the damage to the vehicle yet and was already being dismissive of the problem. Yes, these lug nut covers have holes, but they are supposed to be threaded, and these were now completely mutilated with damage done to the lug nuts underneath.

My fiance left without even letting them fix all this damage, simply because he was afraid to leave his car there unsupervised after what had been done to it. This type of incompetent/careless/unprofessional service is completely unacceptable for a dealership. If you care about your vehicle, take it elsewhere. This place is...