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  • Dropped my car off on a Thursday night after hours for a 6:30am service appointment for my wife's Jetta. I was told that after they diagnosed the problem I would get a phone call. At 3:00 that afternoon I still hadn't heard from them. I decided I'd give them a call to check on the status of the car. I was told they never received the car. They said the key was not in the drop box. I guess I had a false memory of driving to the dealership the night before, parking the car in their lot, filling out the envelope and dropping the key in the key drop. They proceed to tell me that since it is 3:00pm they will not be able to complete the car until Monday. Offered me a discounted rate on a rental car so my wife and I can do what we need to do on Monday. Sorry, but I'm not paying for a rental car when they neglected to check the key drop. After some arguing, I was told they'd have a service tech stay late on Friday to complete the work and send a car to pick up my wife and drive her to the dealership Monday morning. Perfect. However, once she was dropped off at the dealership, she was ignored. She stood at the desk waiting for someone to help her while they sat in front of her ignoring her. Finally, someone helped her but made the fact that he was pulled away from his work and was annoyed by it known. I guess it is annoying to have to please a customer who has been inconvenienced to due to the service department's negligence. On top of the annoyed attitude, the service tech made two sarcastic comments to my wife about her now being able to make her appointments. This is by far the worst service department I've ever dealt with. Not only will I never take my VW back to be serviced here, I will never buy a vehicle from any Cochran dealership. Based on the service department, I would never want to deal with their sales department. Rob Cochran, you should be ashamed of your service department on West Liberty Ave.
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