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Horrible customer service by Mr. Cobb at Antwerpen VW in Passadena, MD

Car at dealership since 9/9/19, told transmission will be put in and car would be ready by 9/20/19, now being told it will take 1 - 2 more weeks before car is ready. I emailed Mr. Cobb, he is not assisting in any way, I asked for his supervisor's name and # he refused to provide it to me. Asked to use a loaner car since it is taking so long, refused to do that, asked to pay for half of a rental car, he refuses to do that. He is a very rude, uncaring, unprofessional person. He needs to be reprimanded
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ID
#1659251 Review #1659251 is a subjective opinion of poster.
Service
Antwerpen Volkswagen Car Repair
Reason of review
Poor customer service

Antwerpen VW Sales Total Let down

I was sent a letter in the mail saying they would give me $21,750 for my car as a trade. When I got to the dealer, I told the Sales Manger that I do not like playing games and I was here to buy a car today. Clarance valued my car at $17,000 which was below black book rough trade in value. (Keep in mind the car was low mileage, perfect condition, and serviced at your dealer every 5000 mile it also had every accessory and add on available for the model over an above what comes what the car came with) The value the sales manager gave the car was below market value and was for rough trade in high mileage cars. This needless to say was a total insult and was a total bate and switch move from the letter sent. I told the sales manager that the value was way off and he needed to stop playing games and give me his best price. I was here to buy now and I do not want to play the new car haggling game. The sales manager told me that I should take my car to another dealer and see if I could get a better deal. He never asked me what could I do to earn your business, or what will it take to sell you a new car today. ( please keep in mind that I have brought other co workers to the dealer to buy cars so I have always been a fan of your dealership until this happened) I did just what the Sales Manager told me to do and went to Orsman VW showed them the flyer and a few hours later I left with a New Car same model same everything just 2 years newer. The offered me a much higher trade in value and a rock bottom price on the new car. I ended up leaving with a new car very happy with the deal. Orsman currently has my car on the showroom floor which tells you that it was a super clean low mileage well desired car. I drove from Orsman back to Antwerpen to request to have my extended warranty canceled and refunded. The sales manager was very childish and unprofessional as soon as he realized I bought a new car. He told me I needed to wait to see the finance which I did for over an hour. Once the finance guy was available the Sales manager said something to him and when I walked in to make my request the Finance guy(Chris Porter)told me to make an appointment to see him next week ( I came back the following day which is now my third visit and talked to Jason the general manager and told him how upset I was with the way I was treated. Jason was very apologetic very helpful and asked me to come back the following week with a pay off statement and he would be sure to get the cancellation request processed) I came back 10 days later and brought proof of pay off for my old car and requested the finance guy (Chris Porter) cancel my extended warranty and refund me my policy. He told me that he would not accept the pay off notice I gave him from the other dealer and he refused to confirm with VW that the car was paid of which he could easily have done. He told me he would only accept a letter from VW motor credit or he would do nothing for me. I told him I did not appreciate him playing games with me and refusing to help me, I asked him to please look up the information with VW and he refused. I called VW motor credit and requested the letter while at the dealer and filed a complaint against the dealer. VW told me that the dealer could easily look up the information with my social security number or VIN number. It was clear to me that the finance guy was only interested causing me further grief and enjoyed watch me jump through as many hurdles as he could create. VW sent the letter while I was at the dealer and I gave it to Jason the general manager and told him that his sales team once again failed and was being unprofessional. He apologized and got the issue taken care of or at least I hope it has been. ( I will not know for sure if the finance guy follows thru until I see a refund check) I am shocked that Anterpen Sales would have done such a horrible string of events. I am a straight forward type person that does what he says and does not waste anyones time. I am very upset with the fact that I had to go to the dealer 4 times to get a refund request processed. I work with thousands of airline employees at BWI and I had recommended your dealer to them as a great place to buy a car, I have lost all faith in your Sales Department. The only thing I can recommend about your dealer is the service department because they have always provided honest straight forward great service. I hope that I will be able to bring my new car to your service department with out having your Sales department getting in the way. I hate to say this but you need to take a serious look at your current Sales manager Clarance, I have never been told " maybe you can get a better deal somewhere else," and never has any sales person or sales manager every let me walk out of the dealer with out asking me how can I earn your business or what will it take to sell you a new car today. Those words or any thing of the sort came out..... I was actually told you need to take you business elsewhere when he told me to go find a better deal. Obviously what I was asking was not out of line and was totally possible. I hope you change your Sales team attitude, when I bought my car 2 years ago they were outstanding and helpful, I am not sure what happened but hope you change your image in the future. Again I can not say enough good things about your Service department, Sean and Mike have always provide top notch excellent customer service consistently for the past 2 years. I really hope something is done to change your image and customer service that your sales department gives, I would like to think that I would be able to buy my next new car in 2 years from Antwerpen and wont be told to go to another dealer to buy my car. Trust me I will and your sales department will loose again. I have filed a complaint with VW and hope that we are able to get some resolution to this horrible sales experience that I have had over the past 2 weeks. Feel free to contact me at 410 991 **** Robert Geissler
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1 comment
#1353029

This is the worst dealership!!!

ID
#556291 Review #556291 is a subjective opinion of poster.
Location
Baltimore, Maryland
Cons
  • Sales department
  • Antwerpen sales
Reason of review
Poor customer service
Loss
$34000
Preferred solution
Let the company propose a solution

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