Dirito Brothers Walnut Creek Volkswagen — Local services in Walnut Creek

Worst experience. Will never go back. I was a 10 year returning customer before this. I had a scheduled appointment at 9am Friday to have my oil changed, transmission fluid flushed, brake fluid flushed, and a tire rotation. (About $800 total estimate cost, which I’m happy to pay for at the VW dealership because you think you are being taken care of). I arrived at 9am and provided my key to the staff, like usual. He tells me to wait for a service advisor to get me. No problem. It is now 9.50am and I have seen new arriving people get serviced ahead of me. I ask for help, and after the staff speak among themselves, I was informed that I have been forgotten. I explained my frustration as I have a newborn and scheduled this to fit in my day. They are understanding, but I am forced to wait even longer. I didn't leave until 10:10am (1hr 10min to drop off my keys and sign for the services I already pre ordered). They say they will text me when it’s ready. I don’t get a text until 5pm saying I have to pick up my car before 6pm or I have to wait till tomorrow. (this is very frustrating as I can’t make it there in 1 hour). The following morning (Saturday) I get dropped off at the service center. I paid at the counter and picked up my keys. I noticed they compensated my oil change (which was a nice gesture for the extended delay yesterday). When I tired to start my car, my car did not start (This car always turns on). I went back in to ask for help. They explained they only have 1 service advisor and I will have to wait. I am waiting in the coffee room and I overhear a VW repair tech (still in his tech scrubs) talking to a VW sales rep about how he never gives 100% at work cause they are playing the system and are laughing about slacking off at work. They are both completely oblivious I can hear everything. (At this point, I am very upset and disappointed to have thought my local VW professionals actually cared about the work they do and the customer’s cars they are servicing to be safe on the road. A service advisor by the name of Dan, comes to help me assess my car. He is able to start my car up. I explained this is very odd as my car didn’t turn over when I attempted it moments before. We thought maybe the battery could be the issue. We checked the service sheet together and saw that they listed “performed battery test” during my service. No other notes were listed regarding the test. (I assumed that meant the battery is good , as nothing stated otherwise. I asked for him to test the battery so we can know for sure. He tested the battery. The battery tested at a caution level, which means it needs replacing. I questioned him if they actually performed the battery test they claimed they did on my service sheet because there was no mention my battery needed to be replaced. Service advisor, Dan became defensive and upset at me for this. I then asked if they can perform the battery replacement for me while I’m here, so I can be safe to drive home. Dan gave me a very rude and sarcastic response such as: how am I suppose to know what services my car needs done and how my car is safe to drive away as is now. I explained that my car didn’t start a moment ago, and the battery test confirmed I need to replace my Battery. I brought my car to get serviced and your service sheet says they performed a battery test. But somehow my battery is dead when they (the dealership) had it over night. To top it off, I am asking to pay for a battery replacement and I get grief about it, like I am inconveniencing his day with the additional service request. I quickly left as Dan was not willing to help. I drove straight to a car parts store and replaced the battery myself. My experience at VW Doritos Bros Walnut Creek showed me this place does not care about you, nor your time, nor the safety of your car. At this point, I don’t trust them with my car nor do I trust their integrity. I will never come back nor recommend this place to...

My experience started with this dealership after I put in my official reservation to order and ID.4 directly through Volkswagen to be delivered via Walnut Creek VW. After being notified that my order was in and that the estimated delivery date would be 2-3 months out, I decided to reach out to all the Bay Area VW dealerships to see if the same trim and color might be available or at least available earlier as they receive new stock coming in. Of course this caused the deluge of email, calls, and text that you would expect as a prospective buyer. Back in the day, it would be like the sales guy pouncing on you once you stepped into the dealership lot. Most of the first contacts were about not having that trim in that color, but they have this other color, and would you like to come take a look or see what we can work out. A couple of them actually said they would note what I'm looking for and let me know if anything would be coming in. That really was the first clue about someone actually listening to exactly what I asked for. One by one, I was eliminating some of the dealerships based on how they communicated with me. When Nanika at Dirito Bros Walnut Creek reached out to me, she was straightforward, answered all my questions. As soon as she knew there was a car that matched that was due to come into their inventory, she asked me if I wanted to reserve it. I said sure, and sent the reservation fee, knowing that I could easily cancel my initial order once I got this car. She even gave me the VIN number and estimated date range of when it would be in. The time frame was in about 2-3 weeks from then. Within a week, I made an appointment to test drive one. Nanika had the car ready for me to hop in and take it for a spin. Then a little over a week later, there was a snafu with this particular car, in that there was a mistake in tagging this car as already reserved. When this car came in, and the mistake was realized, Nanika called me and was extremely apologetic as it was a surprise to her that this had happened. She explained that she took it to her manager and made sure that we were able to get me the next car with the same specifications that was coming. There was to be only a short delay. I believe within a couple more weeks, the car came in and pretty much within a day I came in to pick it up. They provided a Lyft ride to pick me up at my house to get me to the dealership that early Saturday evening. Nankia has personal experience driving EVs, so she understood what questions I might have being a previous EV owner myself. She took time to answer my questions at that time and help me setup my car app connection and Electrify America account for the 3 year charging benefit. The paperwork all went smoothly. Besides the small bump in the process. I worked directly with Nanika during the entire process. They pretty much did...

EDIT: Use to be 5 stars. If you want to buy a car, this is a great place for that, if you want to have it serviced here... well that's a different issue. I go to Kevin as my service advisor and he's great honestly but he was on vacation last week (hope you had fun) so my car was given to another service advisor. Unfortunately I don't remember her name but after they had my car for 3 days and I hadn't recieved a SINGLE update, I called them at 4pm the evening before I'm suppose to pick up my car in the morning. 4pm on a Monday. I was directed to a completely different service advisor then who I was told was taking over my car, another guy, who said he was just about to give me a call and I "beat him to it". No I didn't, and no you weren't. It's 4pm and no one got a hold of me, I had to call the dealership to find out what was going on with the status of my car which after 3 days seems really unprofessional. Also be aware that anything under a perfect 10 score for their surveys is considered failing, which again seems ridiculous. I didn't know that and I rated a couple of questions 9 which then resulted in me recieving 5 or 6 follow up emails about my service and how I could change my survey marks. I didn't see any of these (because I'm not a huge email person, I don't check it everyday) until a few days later when the account was already closed so I couldn't "fix" my answers. Only then to follow up all my confusion about my service advisor "failing" me (which again, Kevin, you didn't at all the others did) to recieve a response from Marc Venturella that just seemed incredibly informal/unprofessional, which I'll attach to the post. All in all, I'm just really turned off by how I was treated which sucks because I'm such an easy going customer, you can seriously almost screw me over and I won't complain. My friend was actually upset at me for not reacting in any way when she saw the service I was recieving first hand. So after all that, I think I might look for a different dealership to service my car.

ORIGINAL: Bought my Beetle here and they made it quick and painless. I'm servicing it for the first time today and again, it's been quick and painless so far. Professional but easy going and friendly staff with a nice waiting room that has a charging station, a laptop area, and coffee/tea area with a...