Volkswagen Avondale Service Department

I returned to this dealership only because of a promotional email advertising a $49.95 synthetic oil change for VW vehicles. Unfortunately, the experience reinforced why I stopped coming here in the first place. I scheduled an appointment online, received confirmation, and arrived 45 minutes early. Upon arrival, I was informed that the advertised special did not apply to my Passat and that my oil change would cost $129 instead. While the advisor eventually applied a discount, it was frustrating to learn this only after arriving for my appointment. The bigger issue was the wait time. About 40 minutes after check-in, I was told service could take up to two hours because they were busy. After two hours, I was informed that my vehicle had not even been started and would be next in line. My car did not make it into the service bay until more than three hours after I arrived. In total, I spent nearly four hours at the dealership for a scheduled oil change. Communication throughout the process was poor. Expectations were not managed, updates were inconsistent, and there was little sense of urgency despite customers waiting. During the visit, I was also presented with nearly $1,800 in recommended repairs, yet there was NO explanation regarding the findings, urgency, or available options. What stood out most was the lack of customer service. Very few employees acknowledged customers, offered a smile, or made the waiting experience feel welcoming. The environment felt indifferent rather than customer-focused. I understand that dealerships get busy, but nearly four hours for a routine oil change with a scheduled appointment is unacceptable. Had realistic expectations been communicated from the beginning, I could have made other arrangements instead of losing most of my workday. I am currently considering trading my Passat for a new VW due to work requirements. However, based on this experience, I have no confidence in returning here for future service or a vehicle purchase. If a simple oil change requires almost four hours, I can only imagine how long a sales transaction would take. This dealership had an opportunity to regain a former customer's trust and failed to do so.

My car overheated and I suspected a faulty thermostat on a Tuesday. I had my vehicle towed to Larry Miller Volkswagen for troubleshooting and correction. I was contacted by the Service Manager Wednesday morning to confirm the receipt of the car and that they would contact me directly once the initial inspection was complete. On Thursday morning, my wife said VW had tried to contact her (not me) to discuss the results. She forwarded their results and suggestions to me, and I had several questions; specifically, I wanted to understand the costs behind correcting the primary issue, and why they were recommending repairs that weren’t explicitly listed as failed or degraded. So I contacted my service advisor around 10AM on Thursday. I tried to call her again Thursday afternoon, and once more Friday morning. I called again late Friday morning, and requested a different service agent who would actually call me back and be engaged in the process. I was told that (she) my service agent has all my files and no one else has access to my records, so there isn’t anyone else who could advise me. I asked to speak with the Service Manager, if only to understand why a department would operate this way in 2026, so the receptionist transferred me. I left a message around 12pm on Friday. I’m still waiting to hear back. Their lack of communication could easily cost us $500-$600 in unneeded rental costs. Maintenance is part of car ownership. You will have to deal with this department.

I brought my vehicle in for oil change. It was easy to schedule. I called to schedule. It was scheduled by AI. Easy to drop off, service was completed in a timely manner. Easy to pick up. Erick, my service manager was great. My last experience here was not good. The service manager was awful. Erick has renewed my confidence in Larry Miller Avondale.

I never really fill these things out. But, I’ve had such a great experience every time that I’ve brought my vehicle in for service. Nate is always going above and beyond to make me happy a customer! I will continue to give them my business and they have probably won me over to purchase my next car there, all because of their excellent service. Shout out to Nick too who handled my glass claim and got it done on the same day as my service.

My customer Rep. Sarah is very professional and honest about the repairs needed for your vehicle. I greatly appreciate a quality which so hard to find in today's world. Honesty have one be a faithful customer.