Russell Volkswagen Catonsville Maryland Complaint - Horrible Customer Service at Russell Volkswagen

Review by KTparrot on 2010-01-13
CATONSVILLE, MARYLAND -- I have gone to Russell since I purchased my Jetta there in 2001. The service department is HORRIBLE, The three service agents are probably the worst service agents in the world! A super long story short: a valet cursed at me (f-word) when I walked in the door for wearing a Ravens scarf, then one agent argued with me about $125, then another agent spoke condescendingly to me. I thought was it, but after all that I agreed to have them complete the work on my car (should've NEVER done that).
I went to the waiting area and heard one agent start talking about me and the questions I was asking to the other agent. He discussed how I thought he should cater to my needs and that I must feel entitled. THEN a third agent inserted her 2 cents on the subject. It was completely inappropriate. Agent one is supposed to be the manager and engaged in this type of behavior with his employees, deplorable!
I called the General Manger of Russell and left messages, I have yet to receive a call back. Another display of HORRIBLE customer service!
NEVER EVER EVER go to Russell Volkswagen.
Ankers Automotive up Rt. 40 is wonderful, as someone else stated! Right after leaving Russell that afternoon I went to Ankers and he brought my car into the shop and diagnosed the problem. I took my car there a week later to be fixed. I will never go to Russell again for anything!
Comments:2 Replies - Latest reply on 2011-12-28
Posted by bunnyhead on 2010-01-14:
My first new car was VW Jetta and I loved the car but the manager of the Toms River, NJ dealership that I bought it from was a jerk. The car was supposed to be delivered on a certain day. When that day came I called and the manager told me that he never said it was gonna be delivered that day. Instead of just saying there was a delay he tried to make me look stupid. Then he had the nerve to hang up on me. Anyway, I wanted the car so I waited for it to be delivered but I never went back there for anything. A year later the place burned to the ground completely (no, I didn't do it), and to this day it makes me smile. What goes around comes around...just remember that :)
Posted by Payback on 2011-12-28:
Everyone, take it from me...Read, Read, Read!!! Before you sign ANYTHING, esp. at Russel Volkswagen, ready everything, front and back. Don't allow them to pressure you, rush you, fast talk you, smooth talk you. The niceness they show you, is a cover up for decption. Trust me. Futhuremore, if you are thinking about purchasing a car from this company...DON'T. RUN AND NEVER COME BACK!!!!

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