Langan Volkswagen Group is a Vernon Volkswagen dealer with Volkswagen sales and online cars. A Vernon CT Volkswagen dealership, Langan Volkswagen Group is your Vernon new car dealer and Vernon used car dealer. We also offer auto leasing, car financing, Volkswagen auto repair service, and Volkswagen auto parts accessories.
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I purchased a 2018 Golf-R ($40,000) from Langan Volkswagon of Vernon in June and immediately began experiencing problems. Upon taking delivery of the car, I was told by the Salesman that they noticed two of the B-Pillar cover pieces were defective and was told they were ordered and I would be contacted when they came in. I didn’t hear back for over a week and decided to call the Parts department for an update. I was told the parts were never ordered. I spoke with my salesman and he worked with the Parts department. Another week went by with no phone call. I went to the dealership to inquire about the status. The employee working the counter told me he didn’t see any order and called the parts Supervisor, Miguel. He looked and confirmed there was still no order in the system.
Another week went by, no call. I called in for an update from Miguel who told me that a new inventory software system was being put in and the inventory was in total chaos. He said he would call me back. I waited a few days and still nothing, when I called back I was put in contact with Service Manager Billy Rieder, who told me the parts were ordered and had been sitting there for weeks. I asked him how it was possible that everyone in the Service and Parts Departments, including the manager, had no clue about these parts being ordered, he had no answer.
The window auto roll-down feature failed on day 2. When I made my appointment for replacement of the defective parts, I told Billy about the window issue; he said he’d seen this plenty of times and it’s the base settings that would need to be reset, should be quick. I booked an appointment to drop my car off at 9AM. I called around 3PM for a status update and was told they were working on it and would be done in an hour. About 30 minutes after that call, the VW CarNet App they have sent me a message that someone just opened the doors for the first time all day (the app sends a txt 30 seconds of a door being unlocked as a reminder in case the owner forgot to lock the doors on their way out). It seems they weren’t working on the car until after I called for a status. I came down 45 minutes later for pick up, was told they could still not replicate the issue, but they changed the base settings again. I drove it off the lot and no more than 5 minutes after, the window failed. I had the window fail every single day. I told Billy the issue still remained and his response was “Are you sure you’re pressing the button down right?”. After activating the auto roll down feature, taking my finger off the switch and having the window roll down on it’s own, it reached about 1/3 of the way down and stopped. No user intervention. I told Billy about the mid-roll down malfunction and had service look at it. They could not replicate the issue but made changes in the computer again. I took the car home and still had issues. When I spoke with Billy, he once again asked if I was using the button right (3rd time he asked). I told him multiple times I had video of the issue, he never cared to look at it. I began experiencing other electrical issues; keyless entry failure, back up camera failed multiple times, sensors in center console screen (oil temp, G-force, turbo psi) would show dashes, not numbers.
I had to be out of state for 7 days for a wedding and called Billy to tell him I’d like a winter wheel tire package changeover and while the car was in, I’d also like to have all the issues mentioned above fixed. When I came down to drop off, I was shown the wheels and tires that would be part of the package and a price, and left my key. When I returned from my trip, I picked up the car and paid the invoice. Later that day I noticed none of the information about the model tires or wheels were shown, only 1 line item that indicates a ‘Winter Tire Package’ was installed, no mention of the wheels were shown anywhere. So I pulled up the Langan VW website to get some information and I see the tire section, which states model, prices and rebates available for the Blizzex tires I purchased, the benefits offered by Langan for buying tires and having them mounted through them (road hazard warranty, price match, etc). This was the vwtirestore.com website that lists ‘Gene Langan Volkswagen Inc’ as the company I’m viewing inventory and policies for.
So, naturally, I call Billy to ask about all this and he tells me that the Vernon Langan dealer isn’t part of any of those programs, that I wouldn’t qualify for the rebate offered by Bridgestone because the tires are actually from last year that no one purchased and the tires were likely manufactured in March of 2017. So not only am I told I will not get any of the benefits listed on the Langan site, but also that I’ve been sold 2 year old tires that are to old to qualify for the rebate. I asked Billy if he could, at the very least, add a note to the invoice listing the Model of each item (tires and wheels), and the quantity, so I could try and get the $70 rebate from Bridgestone (which seems to be a nationwide rebate, not just VW). He told me that he couldn’t do that without talking to someone first because of how the line item listed just the package and that it may cause issues. The website listed Gene Langan Volkswagen Inc as the company offering all these things, not Langan VW of Vernon, I don’t understand why I’m being told I don’t qualify for any of this.
My customer service experience with this dealership has been abysmal. Most especially in regards to dealing with Billy Rieder. He is constantly combative, defensive and dismissive. He finds reasons to say no to the customer, to make them feel guilty for speaking up and for wanting to be treated with respect and understanding. I didn’t ask for these manufacturing defects and malfunctions. 5 Months after purchasing the car they finally approved replacement parts. I am still having sensor and backup camera failures. I reached out to Billy’s boss, Wayne Vaporis, who’s response to my story was, “In light of your opinions regarding our service, and specifically your statements
regarding Billy, I believe that it would be in your best interest to have your vehicle
serviced where you feel the most comfortable. Possibly the Glastonbury location
may be able to offer you amenities to better suit your individual situation. ” And offered me no other recourse.
BUYER BEWARE!