Dorschel Volkswagen, your Rochester Volkswagen and Upstate New York Volkswagen dealer located on West Henrietta Road! See the Dorschel Difference.
Our clients have high expectations for their vehicles, and equally high expectations about the dealership professionals who serve them. Dorschel Volkswagen is the #1 Volkswagen dealer in New York! Come see why we’re #1, whether you’re looking for a Webster, Fairport, Spencerport, Churchville, Brockport or the rest of Upstate New York VW dealership! Our service center knows VWs, so make a service appointment or order parts today. All of our new 2010 Volkswagens come with a free Three Year Maintenance plan. Please contact us for details! We have the new 2010 VW Golf, Eos, Jetta, Beetle, Tiguan, Passat, CC, GTI, Routan, Touareg 2 and more at our Upstate New York Volkswagen dealership!
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Vehicle serviced for
Repair
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Accurate estimated wait time
No
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Would You Recommend this Dealership
No
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Vehicle year
2004
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Vehicle make
VW
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Service Technician
Nelson
My Dorschel Volkswagen reviewMy vehicle was in for service and inspection(which it passed) and was returned to me with 2 huge cracks in the windshield. I was advised to have it fixed through my insurance since It wouldn’t cost me anything. I was also told to go through my insurance by Dorschel VW a fews ago when this same car was stolen from their lot while it was in for service. I refused then like I did now. Their lack of concern, follow through and ethics is extremely concerning.
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Vehicle serviced for
Repair
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Accurate estimated wait time
No
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Would You Recommend this Dealership
No
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Vehicle year
2007
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Vehicle make
JETTA
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Service Technician
NELSON
My Dorschel Volkswagen reviewBACK ON FEBRUARY 8TH I VISITED THE DEALERSHIP TO MEET WITH A VW REP TO REVIEW A RUST WARRANTY. AT THAT TIME I WAS TOLD THAT I WOULD BE RECEIVING A NEW FENDER COVERED BY THE WARRANTY. NELSON RODRIGUEZ PROMISED ME THAT A FENDER WOULD BE ORDERED, PAINTED AND HE WOULD CALL ME IN 1 WEEK TO MAKE AN APPOINTMENT TO HAVE IT REPLACED. TWO WEEKS WENT BY AND I RECIEVED NO PHONE CALL. I CALLED NELSON BACK AND HE SAID THAT THE FENDER HAD BEEN THERE BUT THE BODY SHOP RECOMMENDED THAT I LEAVE THE CAR SO THAT THEY COULD BLEND THE PAINT TO MAKE IT MATCH. I AGREED THIS WAS A GOOD IDEA AND ASKED HOW LONG THEY WOULD NEED THE CAR AND HIS RESPONSE WAS THAT THEY WOULD NEED IT FOR 1 WEEK. I STATED THAT I WORK AND WOULD NEED A LOANER IF THIS WAS THE CASE AND HE SAID THAT HIS BOSS WAS ON VACATION AND THAT HE WOULD GET BACK TO ME THE FOLLOWING MONDAY. THE FOLLOWING MONDAY WENT BY AND NO PHONE CALL. I CALLED TUESDAY AND SPOKE WITH NELSON AND HE SAID HE DID NOT CALL ME BECAUSE HIS BOSS WAS OUT ON MONDAY. (HE SHOULD HAVE CALLED TO LET ME KNOW THIS) THREE MORE DAYS WENT BY BEFORE I HAD TO CALL NELSON AGAIN TO GET AN ANSWER ON THE LOANER. I THEN WAS TOLD THAT HIS BOSS CALLED VW AND THEY WOULD NOT APPROVE A LOANER. I ASKED WHY VW WOULD HAVE TO APPROVE THIS WHEN YOUR DEALERSHIP HAS A FULL LOT OF CARS. HE TOLD ME THAT ALL THE LOANERS WERE BEING USED. HE ALSO STATED THAT HE WOULD TALK WITH THE BODY SHOP TO SEE IF THEY COULD GET IT DONE QUICKER AND CALL ME BACK THE NEXT DAY. THIS WAS ON FEBRUARY 28TH. HE NEVER CALLED ME BACK. ON MARCH 6TH I CALLED AND LEFT ANOTHER MESSAGE FOR NELSON AND A LADY FROM CUSTOMER SERVICE BY THE NAME OF SARAH CALLED BACK IMMEDIATELY AND SAID THAT NELSON WAS OUT OF THE OFFICE AND THAT HE WOULD GET BACK TO ME ON THE 7TH. SINCE THIS TIME I HAVE LEFT 2 MESSAGES FOR NELSON ON HIS PHONE AND HAVE TYPED A COMPLAINT TO THE DORSCHEL DEALERSHIP AND HAVE NOT HEARD BACK FROM ANYONE. THIS IS NOT WHAT I CALL GREAT CUSTOMER SERVICE. IT IS NOW OVER 1 MONTH AND I STILL DO NOT HAVE MY CAR FIXED AND DORSCHEL HAS NOT EVEN TRIED TO CONTACT ME. I AM IN THE MARKET FOR A NEW CAR SOON AS WELL AS MY WIFE AND I WILL NOT BE GOING BACK TO DORSCHEL IF THIS IS HOW PAYING CUSTOMERS ARE TREATED. I AM STILL WAITING FOR A CALL FROM SOMEONE OTHER THAN NELSON TO SPEAK TO ABOUT THIS ISSUE.
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Pressure from salesperson to "Buy Now"
Low
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How did you first contact the Dealership
Walk-In
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Did you purchase from the Dealership
Yes
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Would you Recommend this Dealership
No
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Name of Your Salesperson
Dan
My Dorschel Volkswagen reviewI’m not normally one to write bad reviews, but my experience with this dealer was so infuriating that I decided to follow through for once and talk about it. Basically, it boils down to dishonesty and unethical behavior by the sales team and management of the dealership. My complaint boils down to two simple things:
1. They listed prices and loan rates for 2012 GTIs that they then declared misprints and refused to honor; and they didn’t even bother to correct the signage after I had mentioned it several times over the course of a week, including multiple times during the final negotiation phase of the process.
2. They had “new” 2011 GTIs for which they WOULD honor the posted prices and rates, but the cars had between 300 and 500 miles already on them; and the cars were still full price.
Rochester car dealerships have been going through a rough inventory period, especially if you want to buy a top-end model with a manual transmission. By the time I settled on Dorschel, they were basically the only game in town. So I still ended up buying a GTI (a 2012, so it didn’t come with a ton of miles on it already) but was pretty angry — so I bought a cheaper trim (with fewer options) than I would have, and skipped all the add-ons, some of which I usually by (such as an extended warranty).
I can’t find the words to suitably express my disappointment with this dealership, and disgust with the entire sales team. They were glib and dismissive about my two concerns — higher-then-expected mileage on “new” cars, and bogus, bait-and-switch signage that ended up costing me more money in finance charges than it should have.
To further showcase the poor behavior of this dealership, I started filling out the various surveys they sent, and was actually contacted by the new VW Sales Manager, DAVID L. KLINGLER. I described what transpired, and asked him what he planned to do to make amends — of course, I’m talking about some kind of financial reparation/correction, or least some kind of more-than-token gesture or canned apology. I wasn’t surprised when he abruptly stopped returning my calls and emails.
Bottom line, this company, and especially Dan Welch and the sales management team, are really not to be trusted. And I intend to reiterate this story as often as possible, to anyone who will listen, and on every online outlet I can find. They got me, but I’m hoping they won’t get anyone else.
And directly to Dorschel (and Dan Welch) I say: shame on you. You hurt your sale and your reputation: was it worth it for the tiny extra dent you made in my wallet for VW? Especially when you consider the extra $5K I was willing to spend at your dealership, but didn’t? Ever heard of penny wise and pound foolish? Ever heard how angry/disappointed customers are much louder than satisfied ones?
Stay away from Dorschel!
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Vehicle serviced for
Maintenance
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Accurate estimated wait time
None Given
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Would You Recommend this Dealership
Yes
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Vehicle year
2002
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Vehicle make
Jetta TDI
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Service Technician
Shane
My Dorschel Volkswagen reviewJust took it in for a simple warranty repair. I wasn’t there long, and didn’t have anything else touched so contact with the folks here was at a minimum. They did this simple service without a problem, so they get a passing grade so far. The only reason I went to the dealer was because of the recall, and I wanted it documented in case there are future issues.
On behalf of the Dorschel Automotive Group, thank you for taking the time to write this review about our service department! We are thrilled to hear that your first experience with us went well. We look forward to serving you in the future.
Sincerely,
The Dorschel Automotive Group
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Vehicle serviced for
Repair
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Accurate estimated wait time
None Given
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Would You Recommend this Dealership
No
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Vehicle year
2005
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Vehicle make
VW
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Service Technician
Carlos Carrion
My Dorschel Volkswagen reviewI brought my vehicle in to Dorschel at the end of December 2010 to take care of a check engine light that was on. The vehicle ran fine, I just needed this fixed so my car would pass NYS inspection. Dorschel informed me that a faulty hose and ECT sensor were causing the check engine light to be on and with inspection and a license plate light bulb they charged me $314.84. Approx. a week later the check engine light came back on and when I brought the car back they informed me I now needed a mass airflow sensor and they insisted this was unrelated to the previous check engine light error code. They charged $194.40 for this. Approx one more week later, the check engine light came on again so I brought the vehicle in again. They kept it for a full day and stated they were not sure what was wrong with it and asked if I could bring it back another a day so they could keep it longer. I brought it back the following Friday and they kept it until Monday. This time I was informed that the check engine light was “now on” because I needed a new O2 sensor. They informed me this would cost $275.56. At this point I asked to speak with the service manager because I found it hard to believe that in such a short time my check engine light would come on for 3 different reason and I was unhappy that I seemed to be being charged for unnecessary work that was not fixing the presenting issue. The sales manager informed me that that they would not just randomly replace parts and that their diagnostic codes were VERY specific. He was extremely condescending while explaining this to me and was unwilling to acknowledge that perhaps they had misdiagnosed the problem. After debating for some time, the sales manager agreed to wave a portion of the labor costs and give me a discount on the parts. When I told him I did not feel that I should be paying any more money because it should have been fixed the first or second time, he chuckled and stated there was nothing more he could do. I paid the bill because I just wanted the problem finally fixed. I’m currently waiting to see if the light comes back on. đĄ
We would like to apologize for your experience. We would like a chance to speak with you if you would allow us this opportunity. Would you be open to contacting us at (585) 334-9440 and asking to speak with our Customer Relations Director Barbara George?
I would like to know what hose would cause a check engine light. Maybe, somehow…. possible, but really rare.
There is almost NO reason to take a car to the dealer for ANYTHING other than warranty work. Many shops around here do it for $10-$20. I bet they hit you $25 bucks for the license plate bulb.
I hate the way some servicefolk talk down to the customer. The customer may not know what the situation is and it is the Service Advisors’ JOB to understandably explain.
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Vehicle serviced for
Repair
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Accurate estimated wait time
No
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Would You Recommend this Dealership
No
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Vehicle year
2003
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Vehicle make
Volkswagen
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Service Technician
Andy Honan
My Dorschel Volkswagen reviewIn August 2009 I brought my 2003 VW Jetta in toDorschel Volkswagenâs Service Center. My carâs dash had 2 lights illuminated(Check Engine Light and Cooling System light). I chose Dorschel because theywere supposedly the âbestâ VW dealer in Western New York. Little did I know atthe time that over the next couple months Iâd learn just how untrue that was.
Before I brought my vehicle in, I noticed it was a littlelow on coolant. I mentioned that to the VW service advisor, Andy Honan, andexplain to him exactly what issues I was experiencing. A week later, I got myvehicle back from Dorschel. They replaced a temperature sensor, coil, and a fewother small parts (vac hose, fuse, spring, seal & harness) and charged me over $1200! I thought it was high, but I trusted them. Andy assured me thevehicle was in good shape and sent me on my way.
In less than 2 weeks, my coolant light came on again. Ipopped the hood and noticed that my coolant levels were very low again. I called Andyimmediately and he said I could try topping it off. I did that for the nextweek, but the coolant levels kept going down. So a couple weeks later, I brought mycar back to Dorschel to have them look at it. They asked me several questionsto try and diagnose the problem, one of which was whether I saw any fluidsleaking under my car. I did not. They took a look under the hood right therewith me waiting for it and didnât see any sign of leaking coolant. The VW teamleader assured me that if there was an external leak, it would leavestains/marks on components in the vicinity, but he didnât see any signs ofthat.
They wanted to keep my car and investigate further, so Icomplied. A couple days later, Andy calls me and tells me I need a new waterpump. This was surprising for two reasons: one, I had just replaced the waterpump a year ago. Two, (as I later confirmed by the expert opinions of two otherservice centers) a damaged water pump would cause the coolant to leak out ofthe system, and as both I and the VW team leader confirmed, we did notnotice any external leaking of fluids. Theyinsisted the water pump was the problem and charged me an additional $582.74 for the service of replacing it.
After getting my vehicle back, it was losing coolant againwithin a matter of days. I called another shop just to get a second opinion,and they suggested it might be an internal leak, indicating a possible headgasket failure.
So in early October, I brought it back to Andy again and left mycar with him. Supposedly he pressure tested it, but he only tested it âcold.âHe couldnât find any issues, and insisted there must be air in the system. He added some more coolant and sent me on my way. When I asked him if it waspossible that the coolant was leaking inside the system, or whether there couldbe a bad head gasket, he seemed confident that couldn’t be the case.
During the month of October, I brought my vehicle back toDorschel two more times. Each time I asked Andy whether this could be aninternal leak, but he flat out refused to acknowledge that possibility.
The second time in October that I visited Dorschel, Ipolitely asked Andy for a refund. Clearly they were unable to fix my car. Hepleaded with me to give him one more opportunity to fix the issue, so I leftthe car with him again. I have been nothing but patient with these folks, and with nearly 2 grand locked up in repairs, I figured it better get fixed!
At this point they just started âthrowing partsâ at theproblem. They replaced my cooling system reservoir, even though it was highlyunlikely that was the source of the leak. Again, if it was an external leak,there would be signs of coolant spraying/leaking on the engine components.
When the leak continued over the next few days, I calledAndy and left him a voicemail, describing the problem, asking for a refund. Henever returned my call. I left him two more voicemails over the next coupledays and never got a response. Now he was ducking my calls. It was clear hedidnât have an answer for me and was avoiding the issue.
I brought my car to two separate shops for a second opinion. Both service centers ran some tests on my vehicle and came to the same conclusion: all signs point to a head gasket failure, which is causing my coolant to leak internally into the engine. Why Dorschel was unable to diagnose this and so adamant against this possibility is beyond me.
Finally last week I visited Dorschel in personand asked to see the Service Manager, Gary. I met with Gary and told him thisentire story. He looked a little embarrassed and evenadmitted to me that this could not a water pump issue. Even he thought all mysymptoms pointed to a head gasket failure. He promptly refunded me the for the water pump service, admitting it was unnecessary. But he refused toaddress the initial $1000+ I had spent back in August. But he did offer to repair the head gasket for another $1200-$1800!!! Ha! Like I was going to give these goons more of my money.
My advice: stay away from Dorschel. They’re expensive and have no idea what they’re doing.
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Vehicle serviced for
Repair
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Accurate estimated wait time
No
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Would You Recommend this Dealership
No
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Vehicle year
2002
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Vehicle make
Volkswagen Cabrio
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Service Technician
Gary/Andy
My Dorschel Volkswagen reviewI brought my Volkswagen Cabrio in for service at this dealer because the check engine light was on and when I was driving over 45 MPH, the car was not shifting gears and the RPM was between 40-50. I received a call back from the service department stating that the car had a coolent leak and the air meter needs replacing. I said to go ahead with these repairs if they will fix the problem which were quoted at being over $900. We picked up the car later that evening and as soon as we got on the highway, going over 45 MPH, the car did not shift gears and the RPM was over 40. I immediately turned around and brought the car back to the dealer. The service technician called us back the next day and said that the car needs a tune up and that would solve the problem. We told him that a tune up was unrelated to the car not switching gears and asked to speak to a manager, Gary. Gary said he would look inot the issue and call us back. Gary called back and apologizes for the problem and said he talked to the service guy like he talks to his dog. He stated that the car was not serviced correctly and that B and C were done before A and B. Because of this he says he will give us 1/2 off the cost of parts and free labor to fix the problem which he states is now a camshaft position sensor and coil for a total charge of $354. We asked him if this would fix the problem and he stated that it would. We asked him what is plan B if this doesn’t work and he said hopefully we won’t need a plan B. The next day we received another call from Gary stating that those items had been replaced however when they took the car for a road test, it was initially running fine however after a few minutes the check engine light went off again and now they believe the car needs a new geerbox speed sensor to fix the problem and this would cost us another $148. We said to forget it and we picked up the car that still has the check engine light on and is still not switching gears and the RPM is still running between 40-50 when driving over 45 MPH.
This service department is completely incompetent and they will experiment on your car at your expense.
Any engine issues have to be resolved when there is a transmission complaint. That would be A. The coolant leak would have NO effect on trans operation. They are supposta road test after repair to make sure the problem is resolved- apparently they didn’t…. This whole ordeal sounds like stupidity on their part
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Vehicle serviced for
Repair
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Accurate estimated wait time
No
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Would You Recommend this Dealership
No
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Vehicle year
2003
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Vehicle make
VW
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Service Technician
Rick
My Dorschel Volkswagen reviewCalled me at work, told me the job was done. Went to pick up my car and was told it would be a minute. Three hours later, after the cashier was rude to me, I got my car and left. Drove home and went to start the car and it was dead. I went in to have the battery replaced and a brake switch replaced under a recall. When I told the manger, his response was that he would diagnose the problem but I would have to pay for the repairs. I told him that the battery wasn’t replaced and he insisted it was and that the problem was with my car. He kept implying that I was a blind idiot and couldn’t see for myself that it was a new battery. I had to drag him outside and show him that the battery was never replaced. He said that he would wash my car for me. I had to demand my money back and do the job myself.