Recent Reviews from AutoNation Volkswagen Spokane

Would've given 4 stars because the sales was really no pressure, no hassle. Literally no hassle, they don't budge at all on the price of the sale vehicle, or your trade in. I had been offered $26k and $23500 on my 2014 ram 1500 bighorn, but this place had the vehicle I was looking for. They offered me around $22500 (this was minus $200 for "light scratches".... ridiculous but whatever). The manager said he would get fired if he gave me any more on my trade. The suv I bought is a year older with almost 70,000 more miles and I paid them an extra $150 on top of the price of their vehicle for them to take my trade in that I had made huge payments on over the last year. I figured I'd suck it up and just do the deal because they did have a good deal on the suv I wanted and I needed one soon because of my growing family. I live 2.5 hours away and told them I would have my young kids coming with me when I go to sign the papers. They said they are kid friendly and scheduled me for 1pm. I showed up early at 12:20. They had 2 other people scheduled before me supposedly, and supposedly the first person was there at 10 am. They kept saying it wouldn't be much longer while I sat in the waiting area with my kids for literally 4.5 hrs before the finance guy finally came and said he was starting on my paperwork.....the sales person I worked with had said once the finance guy got to me I would sign the papers and be done and out in 20 minutes. Well the finance guy came asked me a couple questions then walked away leaving me still in the waiting room. It was dinner time, I'm 5 months pregnant, my babies had been sitting in chairs all day, but the sales person was at least kind enough to bring us their left over pizza. Finally I went looking for someone and found a couple sales people, including the person I had been working with, talking to a couple other customers. I gave them back the keys to the suv, told them I was taking my truck and leaving, and only then did they get the manager to come out and help the finance guy get me out of there in probably 10 minutes. They did apologize for my wait, and offered me a free oil change, fuel up, and a 90 warranty, but this never should've happened. We were hungry, tired, my babies had messy diapers, they shouldn't schedule appointments (especially for someone driving from 2.5 hrs away) and make them wait 4.5 hours to even get to sign the paperwork. I don't think I deserve any better service than anyone else, but I do believe that a pregnant woman with very young kids should've been pushed through on schedule at least. If things are running slow and you have a manager that can help speed up the process, then tell him to step up sooner rather than waiting for your customers to be so frustrated that they're trying to leave. Update: I had to get new tires on vehicle. Check engine light came on after a few days for a bad o2 sensor, and 2 tire shops said my brakes were wearing uneven, were metal on metal, I needed new calipers and rotors. Autonation took it in (because of my 90 day warranty) and only replaced the sensor and rear brake pads. They said the front were at 5mm, which is nothing. They wouldn't change the calipers although they admitted they are wearing uneven. I was happy that they at least got me a rental while they had my vehicle for 4 days.

BB Thax Jan 22, 2018

My experience AutoNation: (Read full story, it's long but worth it) January I went to Autonation to purchase a car. They asked me what I needed, I told them it just needs to be reliable i live in the country and don't want to be stuck on those roads at night because of the car breaking down. I definitely made it clear I wasn't picky. They brought me a Chrysler 200 with 70,000 miles. Seemed like a nice car. & Even when I did the test drive the car salesman (which later I find out he wasn't even a car salesman) tells me that "he's had his eye on this car so I need to get it before he does" Great! I noticed that the breaks squeaked, and I mentioned it but they assured me that it has passed all inspections. Later when I'm finishing paperwork, the man who I was working with quickly throws in that this car is previously a rental. Wasn't too fond of the idea but I let it slide. I asked, if I don't feel comfortable can I bring the car back? They said ofcourse. Sounds good right? Boy was I wrong. Fast forward to a WEEK later: Issues with the car started to occur. The acceleration was weak, the brakes weren't as resistant, and then all of the sudden the heat stops working. Mind you, this is in the middle of winter!!! I was thinking why am I paying a fortune for a car that I got a week ago and I'm freezing!! Here's the best part, I guess they had forgotten to have me sign a paper for the car so later that day, I go to work and my job tells me that the sales manager from AutoNation has been calling my job and told them "I need to sign a paper or they are going to make sure my car is taken back" Excuse me? First of all, I was in trouble with my work because I'm not allowed to get personal calls. Second of all, you don't give out my personal information out like that. Third of all, how are you going to threaten to take my car back (basically repo) because YOU forgot to sign a paper! I was so upset. So I came in to sign a paper, turns out the paper they "forgot" to have me sign was acknowledging this car has recalls & they are not responsible! They swear they told me when I bought the car but I don't remember but whatever. At this point I was DONE, I NEEDED out that car. So another man comes up to me and tells me I can't get out of this car! I said why? It's only been a week. He says they have a 3 day return policy or something. I told him about the heat not working, the acceleration, and brakes. He assured me it was all normal and that he would fix the heat. I argued for about 4-5 hours to get me out that car and that I was not going to sign the paper. He told me if I don't sign the paper he is going to have to take the car back. Eventually after the back and forth, I finally looked at him said "Please. I can't have an unsafe car, I drive these back roads at night and it can't break down, and if something does happen to this car I am going to still have to pay the bank, I'm 20 years old" then I even asked if he would let his daughter drive this car, he said yes. I had a very uneasy feeling but at this point I had no choice but to sign the paper. One MONTH later: I am driving back home at night on a back road, all of a sudden the car is smoking! I couldn't believe it! I thought it was going to blow up, there was so much smoke coming from the hood! The car wouldn't start. I was stranded in the middle of the woods at night with no cell service. Finally a man drove by and helped me, VERY DANGEROUS situation but he ended up being a nice gentleman thank goodness. He checked the oil and said he didn't know what happened but there is NO reason the engine should have blown at 70,000 miles and I need to talk to the dealership! I was so surprised, I had told the dealership I didn't feel good in this car and to please get me out! But they didn't, so a month later my engine blows up??? I let AutoNation know, at first they tried to tell me my warranty was over and that they were sorry but there was nothing they could do about it. But I guess insurance covers it. Then at first they tried to tell me I am going to be stuck without a car, I made a big deal about that because I can't not have a car. So eventually found out insurance covers a rental so that's good. What an experience but I thought the hard part was over. I get a call a week later, saying they are going to have to rebuild my engine. I told them I did not pay for a rebuilt engine, I don't feel safe please trade me out. They told me eventually once the car is fixed they will trade me out. They also mentioned no money will be coming out of my pocket. I waited about a month later, I haven't heard ANYTHING about my car so I call, they said it's still being fixed. Ok. Two months go by and I finally get a call saying it will be finished Thursday, i take the day off waiting to pick it up. No call, so I call and they say it's not fixed yet. I was at my wits end, I've been paying two months for a car I don't have, I told them I was going to have to take legal measures. The man hung up the phone on me. So rude and unprofressional. Finally about 2 and a half months later, I get a call saying I need to pick up the car now and bring back the rental! I was out of town for my career and didn't get the message. Finally when I get home I found they called my references and my job! AGAIN they called my job after me telling them they CAN NOT do that. That is a big penalty for me. I was upset. So I called them and they told us that it's a good thing we called today or else he was going to call the police and make matters worse! I could not believe the way I was being treated after everything I have been through. So come to find out the car isnt even fixed yet, they just wanted their rental back, there is going to be a $2,000 fee I will have to pay after being told no money will have to come out of pocket OH here is the best part, they are now saying they will not trade me out of the car. & if I don't get the car out they will auction it off and I will be stuck laying whatever is owed. I can't have that on my credit and I can't risk my checks being garnished. Oh, guess what the guy said to me? Lol "You know if you are good to this car, you might be able to get another 70,000 miles out of it". I am SO shocked that this happened to me. No matter what I'm going to be left paying a fortune for a car I won't have. I only had the car for a month, knew something was wrong a week after getting it and begged to be traded out, now I'm stuck with no car, $2,000 fee, and a rebuilt engine if I decide the car is worth keeping. I've talked to my lawyer and he says the best thing I can do right now is get my story out and let everyone know my experience with AutoNatio. Please share.

Hali Vaye Jul 1, 2017

I brought my 2013 Jetta Hybrid in to find out why the Check Engine light came on every now and again. It was a few days before Thanksgiving, I was making a 1600 mile round trip to Reno and back, and needed to be sure there was not a catastrophic problem with the engine. As it turns out, some cables were not connected all the way, the techs at AutoNation Volkswagen were able to find the issue and fix it no problem. I was then informed of a few additional issues had been discovered. First, the air filter needed to be changed. Second, the aftermarket oil drain plug "might" have stripped the threads in the oil pan -- apparently a common problem with aftermarket oil drain plugs -- in which case both plug and pan would potentially need to be replaced. Finally, there was a "massive" oil leak coming from the oil filter. First, the air filter, in an attempt to remedy the Check Engine Light issue myself, had been replaced less than 24 hours before all this. After I explained this, it was explained to me that, most likely, no one had actually inspected the air filter, and their recommendation was based on the mileage on the car. However, since the mileage was around 54k and the recommended air filter change interval is 20-30k miles, this explanation sounds... dubious. Secondly, after 20+ years of car ownership, mostly Volkswagens, I've never seen an oil drainage plug strip threads out before simply because it's an aftermarket product. That's a new one. Finally, it's been three months and 5000 miles since my last oil change and there has been no evidence whatsoever of an oil leak either in my parking spots at home or work, or in the form of an oil light on the dash. Now, because of points one and two above I'm skeptical there is a leak at all much less a "massive" leak. Just the same, I've been assured that the leak is not as bad as initially reported and that I can make it the 1600 miles to and from Reno for Thanksgiving without a problem. The oil has been topped off and I was sent on my way. Two days later in Reno, and wouldn't you know it, there are the first signs of an oil leak right there in my cousin's driveway! Upon further inspection the oil leak is in fact coming from the oil filter, I'm two quarts low, AND the oil filter is loose. So, either the tech who discovered the oil leak failed spectacularly to do even the most basic troubleshooting steps, or the tech loosened it intentionally in order to create a leak and drum up some return business. I suspect the latter, seeing as how there had been no signs of a leak prior to my taking the car into AutoNation Volkswagen AND said filter has remained tight in the month since I tightened it by hand in Reno. Needless to say, I'll be taking my business elsewhere in the future.

Jeffrey Lewis Dec 20, 2016

Run, don't walk away from this dealer The sales person, Kam, very friendly and was a good experience until came time to pay for the car I had decided to buy. I put about a 1/3rd down and I told them wanted to pay the balance within 5-10 days as needed to move some money around to pay for it. They would not hold a check for a few days until I called them with OK to deposit. Said I had to go ahead and fill out all the finance papers. anyway. Told them I had sold some stock and needed it to settle so could move the money into my checking account and that takes 4-5 days, had sold the stock on Monday Went back 3 days later to pay it off and was told I could not as they had sent the paperwork to the bank, but THEY COULD NOT TELL ME WHICH BANK IT WENT TO, so I could go there and pay it off a 70 mile one way trip wasted. Still waiting for them to tell me which bank and where to pay it off. Bought it Tuesday night tried to pay off Friday morning, Was told they would contact me as soon as they knew where it went. That was Fri morning , is now Tuesday afternoon still no word. They kept touting the fact it was a "certified used car" and had to pass a rigorous inspection process one of the reasons I bought the car and passed on another identical car with 10,000 fewer miles at the same price. The last paper the finance person gave me was an "as is" no warranty, then he said had a 60 day warranty. A Certified preowned VW Warranty carries a 2 year-24,000 mile warranty. So I was misled, PROBABLY MY BAD FOR NOT ASKING ENOUGH QUESTIONS. Their certified is NOT VW CERTIFIED, so beware of this little item My next car will be from Dave Smith who will hold a check for a few days, and are just as friendly and easy to deal with as Auto Nation, They did hold a check for 3 days until I called them ok to deposit, they are willing to go a little farther than Auto Nation is to make a customer happy. Auto Nation's excuse is they are to big, so guess they are so big they don't need my business anymore. Every negative review the GM says to call him on this forum and gives his number. Number is for the computer directory , not personal at all. have left voicemail, get no return call, so evidently not very interested in taking care of problems, like hoping nobody will call him, same for finance dept. Here it is a week later ad I still don't know where I can payoff the car. Timeline Nov 15, Fri Tue night Purchased car put $6500 down on a 14,997 VW Passat Nov 18 Fri Morning tried to pay it off was told I could not as paperwork already sent to the bank. They immediately send all paperwork out as they are so big. Was told they would send me an email with bank info I could go to and pay it off . As they didn't know where it went, Hard to believe that. No way they don't know where it went Nov 21, Monday night still have not ben notified. Nov 22 Tue morning, tried to call the GM who has posted his number posted on Facebook review page. Get a computer asking how to direct my call. Finally get connected to the voice mail for the GM that says he is out of the office Nov 17 through Nov 20 and he will be back Monday Nov 21, so leave my number and waiting for a call back. It Looks like he post his number on Facebook to try and make it look like he cares and hopes nobody try's to call him Nov 22 Tue Afternoon try to call finance dept told only one person there and he was busy, left voice mail message again. Nov 23, still no return call from GM or Finance , so giving up and posting this review. 5 star rating went down to a 1 star, (no star) in one week for lack of customer service, honesty , and lack of communication, so again run , don't walk away.. Dec 13 Follow up: received a call about 10 minutes after posting above. Don't know if was a result of posting, or giving the receptionist a hard time about phone calls not returned and no body to talk to. Today Dec 13 was the first day was able to pay off the car at the credit union. Autonation was in such a hurry to dump the paper, Credit Union had to return it to them the first time because paperwork was not complete. Credit Union funded the Loan on Dec 13. I paid it off Dec 13. and ended up paying an extra $32 for the privilege. Made 3 trips to Spokane and paid off on 3rd trip. after several phone calls to see if they had received the paperwork and funded the loan. The Diesel buyback however was smooth and easy to do and had the funds in my account on Tuesday Morning after doing the paperwork on Saturday Dec 10. Purchase was not dependent upon completion of the buy back as had the funds to independently pay off the Passat Purchase to replace the Diesel Jetta TDI.

Charles Martin Nov 23, 2016

In February I brought in my 2013 Jetta GLI Audubon for routine service - it's the second Jetta I've bought from this dealership. The appointment was supposed to take an hour, an estimate by one of the service technicians. Before my appointment, I made an effort to reach out to AutoNation and Volkswagen Service to ask them how long it may take, and that if it's going to take longer than an hour then I will need to arrange transportation to get on with my day. I never received a reply back from AutoNation about the accommodations, but went to the appointment anyway. They offer a complimentary car wash when you bring your vehicle, which is great and I take advantage of, but after taking my car for longer than the scheduled appointment time, they left my car in the back parking lot - unwashed. I had to walk around the sales building with one of the service specialists to even find my car. It really needed to be washed, because after having the fuel and cabin filter replaced during the service they performed, it reeked like gasoline inside the cabin. An email was sent to me asking to fill out a survey regarding my experience, and I did. Frank McCauley from Customer Service contacted me and wanted to resolve the issue. He was very nice and very professional. He offered to schedule me an appointment to have my car fully detailed (Wash/Wax/Shampoo) - I still have the emails for evidence, because let's face it, you need it when dealing with these guys - at my convenience, complimentary. I asked if I could wait until the weather was nicer because it made no sense to have it done in February with the weather still bad, and that was not a problem. However, when I tried contacting AutoNation to take them up on their offer, Frank McCauley specifically, I received no reply. Email isn't 100% reliable so I call the dealership and speak to a Mr. Roach, who I suspect is the service manager. I am told by him that Frank hasn't worked there in a while and this issue must have been from a couple years ago. He asked that I forward on the emails anyway and he would review them. That was about 2 weeks ago. I called AutoNation again to speak directly with Mr. Roach again and the receptionist told me that he was on the other line, but that she would take a message and have him call me back as soon as possible. A week has gone by and I've yet to hear back. The sales department at AutoNation is phenomenal. They know what their customers want and how to get them into the right vehicle for the right price. However, the service department at AutoNation makes it entirely undesirable to bring the car you just bought back to the people that should be familiar with it most. This is the second significant issue I have had with service at this dealership - the first being with my previous Jetta. Same issues. Last time I had to meet with the General Manager to get anywhere and that in itself took much longer than it should have. I'll know better for next time.

George Baker May 5, 2016

Here is a list of poor customer service that I recently had at VW Spokane: 1. I called to make an appointment because I received a recall notice in the mail. I requested a Saturday appointment because I work Monday - Friday. The gal said that I had to come in on a weekend because they don't do recalls on Saturdays. I told them that I had Martin Luther King Day off. She said she had an availability at 11:00 but warned me that they would take their lunch during my appointment. I explained that I didn't want to hang out all day while they had lunch. She said that I could take a shuttle. I told her that I received a letter in the mail that my 10,000 mile service was due and she scheduled that as well. 2. On the day of the appointment, I came in and brought my letter for the 10,000 mile service and the recall notice letter. The service representative was reading it and he said that my 10,000 mile service was 10,000 miles or 1 year. I told him that it did not say that on the letter anywhere. He said that it just was their policy. He said that the 10,000 mile service was due 3/2014. I said well I didn't even buy the car until 5/2014 and it only had 60 miles when I bought it. He said I could just wait until the 20,000 mile service. I said well then why did they mail this out to me??? He said he has no control over that. Then he said the computers went down and he could no longer work on my car today. He said that I could try to come back later if I wanted. I was so upset. This was my only week day off and now they aren't able to do my service check up or the recall. I wonder why they couldn't just keep my car until the computers came back up and shuttled me home so that I wouldn't have to drive the 1/2 hour there and back to "check back later!" 3. The next thing I did, I attempted to call a manager to complain about the service that I had just received! The gal that answered the phone said that the manager was on vacation! Really?? There is only 1 manager available!

Padme Amidala Jan 19, 2015

I have been researching the market for TDI Jetta Sport Wagons for the last year and I decided that was the car that I wanted. I have had VWs and Audi's for years and I personally think they are the best engineered vehicles out there. So I decided to test drive a 2013 Jetta Sport Wagon with the DSG transmission, and I was really amazed with the overall smoothness and responsiveness of that car. If you were ever skeptical of the top end of a diesel, don’t be, they have plenty of power and top end speed for any occasion, not to mention 48mpg. James was my salesmen and he did a great job of allowing us to really put it to a road test. Bear in mind I wasn’t necessarily looking to buy a car on the day I came in to test drive one but the sales staff really made it simple to make the transaction. They gave me a very fair trade in value for my 2004 Jetta and were very fair in all other negotiations. The VW sign and drive deal is an awesome deal and with 0% financing which I qualified for made it too easy for me to buy a car that I knew I wanted. They didn’t push me into anything, or make me feel like I had to buy a car. I have owned a lot of cars in my life and this was the first time I have ever bought a “new” car. I’m at a point in my life where I wanted a car that I don’t have to work on to plan a trip. Which is funny because I’ve worked on cars all my life but there is a good feeling of being in a new car, it’s something I think everyone should feel. If I ever do buy another car, I will definitely allow Spokane AutoNation to make that happen, we have all heard of war stories of dealerships but that place was nothing but a fun, very relaxing, cool place, everyone was very knowledgeable and helpful. I would never have believed it if someone would have told me that buying a car would be a easy and simple as it was. I still do have some buyers remorse as maybe I didn’t need a new car, but it’s fading now as I have a car that I did my homework on and all the people at AutoNation made that decision very simple for me. I really don’t think I would have received the trade-in value and the bargain that I got here. I’m very happy to have bought from James and AutoNation.

Mike Gosmer Oct 31, 2013

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