The staff was awesome, facilities were very nice, service was fast. When I checked in for my oil change and 40k mile service (spark plugs and cabin air filter) I was given an estimate of one hour and fifteen minutes, and I believe it was done in almost exactly that time. I was able to work remotely from a nice desk setup during that time. I had been going to Quirk VW in Manchester for ~8 years but my last two oil changes took multiple attempts to get into the shop after they unilaterally canceled the first one the day before. I decided to try a new location and am *very* happy I did so.

Simply a congenial experience. All dealerships should be like this.

Today's appt was very disappointing. I had a service appt on 12/16/23 to deal with a software issue. Ahead of the appt I specifically noted that my rear-view mirror connectivity was not working. After servicing the car (software update was a success), I was given a print-out of instructions regarding the mirror - apparently it was not actually checked for functionality. I followed the instructions and also spent at least 5 hours over several calls with VW troubleshooting the mirror. Nothing worked and VW concluded I needed a new mirror. When I booked my 4/17/24 inspection appt I relayed all of this and asked they order a mirror ahead of my appt. This was apparently not done, though the service dept confirmed the mirror was not working and needed to be replaced. On 4/17, service department booked me for another appt on 4/29 by which time I was assured they would have the mirror. While I received lots of email reminders about my appt today, VW did not do their part and verify they had the part - so I arrived today to learn the part was not there. I had completely wasted my time. I was apologized to several times, but ultimately I was asked to book a 4th appt. While the apology was real (thanks) there was ZERO ability for VW to make it right. All of my suggestions were met with, "no." Could I get a loaner? No, those are all pulled off the road due to change of ownership. Could the shuttle person drive me home? No, he was on a different errand. Could they take the part from a different car? No, they don't do that. Could they check with other dealers in the area to see if they had the part? No, its unlikely they would have it. Could someone drive me home and bring the car back to the dealer? No, no one available. Could I uber home and they deliver the car to me Thursday? Yes - but of course this meant I would be without a car for most of the week. I was offered a free oil change - not sure how that helps my ID4. I am honestly curious how VW will make this right. The service person and manager agreed the situation was unacceptable, but had zero suggestions other than to come back for a 4th appt. My opinion is that VW needs to do 2 things: 1. When they book someone for an appt with knowledge that an ordered part needs to be present - check for the part before the appt. 2. For my specific scenario - I'd like to see VW come pick up my car and deliver it back to me with a new mirror.

thanks!

Always Outstanding Customer Service

Outstanding service friendly knowledgeable people