Hall Volkswagen — Local services in Town of Brookfield

. I am writing to express my profound dissatisfaction and concern regarding the treatment I received during a recent phone call with the, service manager Lance. The purpose of my call was to address the lack of communication and follow-up I have experienced in relation to my inquiries about purchasing tires and the existing warranty.

During our conversation, I explicitly conveyed to him that I had not received any response or follow-up from Elaine or anyone else on his team regarding my tire inquiries. It is worth noting that I have been a previous customer at this location, which led me to expect a similar level of service and professionalism on this occasion.

Regrettably, I found his response to be dismissive, inconsiderate, and unprofessional, despite not being present during my three previous interactions with Elaine. He chose not to believe my report, suggesting that my account does not align with what Elaine would have stated. I must stress that the credibility of my experience should not be undermined solely based on your unfamiliarity with the previous interactions.

Furthermore, his rudeness and lack of consideration for my concerns left me feeling disrespected and unheard as a customer. When I requested to escalate the matter and speak with his supervisor, he indicated that there was no one above him and the owner was currently out of state. This response only compounded my disappointment, as it implies a lack of accountability and an unwillingness to address customer grievances.

I want to emphasize that I never imagined encountering such a negative customer service experience at your location. It deeply troubles me that my encounter aligns with the frustrations and concerns shared by other customers who have shared their own grievances with the staff.

As a concerned customer, I strongly believe in the importance of professionalism, effective communication, and responsive service. It is disheartening to see these pillars of customer service compromised in my recent experience, and I feel compelled to bring this matter to your attention.

I kindly request a response to this email, along with a resolution to the lack of communication and poor treatment I have experienced. I sincerely hope that immediate steps will be taken to address these issues and prevent similar incidents from occurring in the future.

Please understand that my intention in reaching out is not to cause further distress but to ensure that my concerns are taken seriously and necessary actions are taken to improve the quality of service at your location.

Thank you for your attention to this matter. I trust that you will take the appropriate measures to address my concerns and restore my faith in your location's ability to provide satisfactory customer service.

Best...

This place sold me the worst car I have ever owned! I want to start with the disclaimer that this was a used, budget vehicle. Some of the issues are fully on me because I knew it should have known before purchasing and some are nobody’s fault because there’s really no way of knowing prior that they will fail. I still will list all the issues I’ve had with this car since purchasing about a year ago.

First and foremost it was sold to me with a bad fuel pressure switch and it almost killed me. It would start fine but about 1/3 of the time after about a minute it would decide to lose all power and stall on me. Imagine starting your car, driving out of a parking lot fine, pulling onto a busy street and then your car deciding to completely kill on you while other cars are barreling towards you. They did eventually resolve this issue after many phone calls, several weeks of having it in the shop and eventually me having to drive it with them because they could not replicate the problem themselves.

I did request new tires when purchasing because they were older and worn down and they would not budge at all telling me the tires were perfectly fine and above safety standards. I have been dealing with poor traction and leaking air that I have to refill about once a week ever since. This is one on me but I didn’t want to spend the money on new tires right off the bat and luckily have a truck for winters.

Alternator failed after about a month of owning. This is one that you don’t know when it will happen so not really on them.

Battery was no good. Obviously this and the alternator kind of coincide but after testing the battery, it was older and completely shot.

There was clearly a different shade of gray on passenger door and the mirror attached to that door was cracked. Again, something I knew about before and accepted but carfax was clean and they played it off as nothing.

Leaking coolant. I noticed small drops almost right away and it only progressively got worse.

AC stopped working about halfway through the first summer of owning it.

Check engine light is a constant battle.

Brakes are worn after about 5k miles after purchasing.

I’m pretty sure I’m forgetting another thing or 2.

I get some things will happen but it’s like they didn’t inspect this vehicle at all and I have been having issues constantly ever since. I did like the salesman I dealt with and again understand not all issues are their fault so gave 2 stars but I’m not sure I would ever trust doing business...

This feedback relates to my recent/only experience at Hall Volkswagen/Mazda’s service department and is unbiased in any way, other than the aforementioned:

Appointment was scheduled too far out, in which case I was forced to drive the car around with a bad ignition, which stranded me on two separate occasions. At the time I made the appointment I had not been affected by the mechanical issues, it was mostly a nuisance, but it progressively got worse as time passed, until the vehicle was stranding me. In which case I had to start relying on roadside assistance and others for transportation. The representative who accepted the vehicle at the time of my appointment wasn’t the friendliest, and proceeded to tell me that I wasn’t operating the vehicle correctly, before she knew anything about the situation. She should have gathered more information before assuming I was operating the vehicle incorrectly. The outcome turned out to be a faulty ignition which had nothing to do with me. I never received a description of services performed or parts replaced at the time of pick up. In their defense I will say that I wasn’t the party billed for the services, but as I keep detailed records of all my vehicles, I was disappointed that this wasn’t provided to the me(the owner). When picking up the vehicle I was told “it was somewhere outside and to the left” and if I had trouble finding it to “use the panic button on your key fob”. Turns out it was parked in the back of the lot next to the river, which had a usual growth of thick vegetation and trees that dumped copious amounts of pollen and sap onto the exterior. I have a black car so it needed to be washed immediately after I left the lot (it was immaculate when I dropped it off, I was even complimented on how nice the car looked! Not so nice when I left). The reason I gave them two stars instead of one was that the vehicle was actually fixed when I picked it up. I guess the all-stars here would be the technicians, which I’m sad to say I never had the pleasure of meeting.

Conclusion: I expected better service from the dealership, which is why I took it there in the first place. I could’ve had a poor customer service experience anywhere else for half the price! Good thing I wasn’t the one billed for this! However, I am thankful I had the opportunity to review the dealership at someone else’s expense; the experience reminded me that I could be treated like an ordinary person no matter how much was...