HALLMARK VOLKSWAGEN AT COOL SPRINGS

I have two Volkswagen's so I go in there for my routine maintenance.  On my primary car I do 30,000 miles a year and I have my oil changed every 5,000 miles because I am a little excessive.  They're great.  They've never let me down.

I thought he's well reasonable. 

Compared him to the two other mechanics I've been to that were horrible.

My new VW had a problem with the hands free cell phone system.  On the first service visit (on a Saturday) they reset the audio system.  When I picked up the car that afternoon, I asked the mechanic to show me how it worked (in case I had missed a step).  Unfortunately the system failed to work exactly like before  The mechanic was obviously embarrassed and I was frustrated.  The Mechanic and my service representative quickly worked together to find a solution.  The asked me to bring the car in for service during the week when VW corporate was available to help diagnose the problem.  They also promised a loaner vehicle would be provided for me.  The next week the car went in and I had a loaner as promised.  The bluetooth module was found to be faulty.  The service manager called me and explained the module needed to be sent overnight to the dealership and my car would be ready and end of day on the second day.  I asked if I could pick up the morning of the third day, and they said that would be fine.  This was a under warranty repair.  I gave a B for quality since it was not diagnosed properly the first time.  However, they provided excellent "service recovery".  My complimentary 30 day check went very well and I am looking forward to my first service in a couple of months.  (Update 10/11/12 My 1 year service visit/oil change was excellent and only took 90 minutes total! Cost $0)

I called back the dealership after I got home to talk to the service department about the "crazy man driver" and ask the service manager about provisions on our extended warranty for a loaner car. He said that they would have to find a problem with the brakes in order to provide us a loaner. He said that so far after checking them out they couldn't find any "issues" with the brakes . He advised me that they were "operating normally". I realize that this is some "standard response" that they use to get out of taking responsibility for or fixing the problem. What amazes me is that the salesman, John Hargrove can actually claim that he is a "friend". A friend does not sell another friend a car that is potentially dangerous to the driver. I have tried to tell the service department before that the brakes on this vehicle are not right and they do not stop properly which I feel is a safety issue. You have to stomp on them to get the car to stop and then when you are trying to stay stopped for a traffic light, the car will creep and roll forward unless I put the car in park. They will say "oh, yes we agree that is a safety issue, but never fix it. What kind of people sleep at night knowing they sold you a car that is a piece of JUNK and unsafe to drive? You can Google "Hallmark Volkswagen" and then look at the seven reviews done on "City Search/Facebook" and you will see more of the same type of reviews I am writing here. It is obvious they are not a good dealership to do business with. Furthermore, when we had some minor body work done on the car, the body shop said that the car had been involved in an accident previously. I found that interesting since the car fax said it had never been in any type of accident or had major body work done on it.

We have been very happy with our Volkswagen Passat. We bought it from Hallmark in 2004, and we have taken it back for regular service there. I did some comparison shopping on maintenance, and they were well-priced against competitors. We bought a 2nd VW last year from them as well. We've been very happy with the service department. They will also sell parts if you wish to do the repairs yourself. I had to replace a taillight, which we were able to do ourselves. We called on Saturday, and they had our car in for service on Monday. They always complete work in a timely manner, and are great about calling us to explain services performed. They are also very willing to answer questions.

This is not our first experience with Volkswagen, and their reputation for poor quality cars backed up by poor quality service is well earned. The Passat was fixed on time, but the power issues remain. The dealer tells us, "well, that's just how the car is." I find that strange, because it used to be much more powerful. Additionally, they called a couple hours later to say they weren't sure if they had tightened a bolt, and could we please bring the car back to have them check. Owning a Volkswagen has been a miserable experience, and the service department at Hallmark is not making it any better.