Dealer 2-Year Rating

Overall Rating

3.8 / 5
Customer Service
3.8  
Friendliness
3.9  
Overall Experience
3.8  
Price
3.9  
Quality of Work
3.7  
Service
3.6  

Dealer Reviews

Show:  

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great experience

By Truckguy5789 on 8/16/2019 at 8:36 PM. Helped by Kelsi.

Kelsi is awesome. The dealership is very accommodating and loved to help us find the absolute best price and package. Highly recommend in the future. Very knowledgeable with all of our questions.

I would recommend this dealer.

Overall Rating

1.4  

1   Customer Service
2   Friendliness
1   Overall Experience
2   Price
1   Quality of Work

TERRIBLE SALES REP ROBERT-UNPROFESSIONAL IS AN UNDERSTATMENT

By Yikes on 8/6/2019 at 10:07 PM. Helped by Scott Spisak, Robert,.

I'm astonished to see Robert's wildly unprofessional behavior. We have reported it to several people, but rest assured there was nothing courteous about how he behaved. Robert started by rudely saying "You were supposed to ask for me when you got here" (based on a prior inquiry days before, though we never talked to him, were talking to someone else, and didn't know who he was. He sat down and went on and one and one about whoever made this deal with us was going to lose their job and that he had no right to make that kind of deal. On top of his staunch rudeness while discussing the pre-agreed upon terms of the purchase (including pricing and financing terms) that had been worked out throughout the day with another representative Robert said the 2.4% interest that had been agreed was mearly said to have been "AVAILABLE" but not applying to the very deal that it was offered on the email which prompted him to end the whole ordeal by standing up, crumpling up the deal write up we were looking (even though it had already been agreed on in writing [email]) and dramatically and violently throwing it against someone's office wall saying "there is no way your getting the car for that" and walking off abandoning us at the table. I wish I had the security camera footage. It was utterly outrageous and unprofessional and I don't think anyone should do business with that guy. All this after spending hours getting to the dealership at rush hour after work to secure the agreed upon deal. A huge waste of time and the most unseemly customer service I've ever experienced. If you are looking for professionalism DO NOT GO HERE. EVERYTHING ABOUT EVERY REP IS SCAMMY, STEROTYPICAL RIP OFF TYPE PERSONALITIES. YIKES. Some dealerships are full of decent people, and some have such a dishonest culture. I would not want any of my family or friends or strangers for that matter to experience this kind of buying experience- to be treated like less then trash by someone whos come out of no where to reap the rewards of an internet sales person- Not just as tough experience, a WILDLY inhuman experience.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price

Will never deal with this dealership in the future

By Notbond on 7/7/2019 at 4:37 AM. Helped by Andre, Scott.

Called the dealership about a used 2006 BMW X3 with very low miles. Advertised price was commensurate with that vehicle in excellent condition, low miles, at average retail per KBB. Carfax showed 1 prior accident with damage to the Drivers front. I talked briefly with Andre who was very pleasant and helpful. After explaining that I was definitely interested but had to drive 250 miles to view the vehicle, he helped me place the vehicle on hold. So far so good. I arrived early the next day and immediately found that the front bumper repair was very shoddy. I also found that every body panel except the LH fender, front door, or rear door had some damage or previous shoddy paint work. It was hit in the rear as well, and the rear bumper did not line up. After having driven so far and since it was a low miles vehicle I wanted to see if they would possibly discount based on condition. The Sales manager came out and immediately told me that the advertised price online was not the asking price. Really?!? Then he showed me a paper which had a 'Fair' value which was $2500 higher than any KBB retail value for that vehicle. Apparently, management there think that the general public does not know how to use the internet and insults then with made up nonsense. I told them " but your asking price is $xxxxx" and he interrupted me again to say " No! Our asking price is $$xxxxxx, your getting our Internet price!" I immediately started walking away. Then turned around and sternly stated "Here, I'll show you everything wrong with the body on this car so you can show the next guy!!" The Sales manager told me he knew all the things I had pointed out. I drove 250 miles to look at a car that they represented as excellent, and he knew 70% of the car had sustained substantial body damage and had been poorly repaired?!?! Never, ever, ever will I do business with any of their dealerships. If you happen to be the new owner of this vehicle, please take it to a reputable body shop so they can show you what you'll soon be fixing again.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

New car purchase

By Ricky Sanchez on 5/14/2019 at 5:20 PM. Helped by Robert, Bill, Katy.

The service and process was excellent. Thank you, Robert, Bill and Katy for your assistance and making car buying easy. I would definitely recommend this dealer to my family and friends.

I would recommend this dealer.

Overall Rating

5.0  

5   Friendliness
5   Overall Experience
5   Price

Fair and respectful.

By Graz on 4/27/2019 at 6:42 PM. Helped by Andre and Scott.

Came here to buy an Atlas after receiving lowball offers on my two trades. I didn’t tell them the background, but simply brought the trades for evaluation. Their total offer was 15% higher. We walked out with a new Atlas.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Andres, Scott, and Otis

By amy96 on 3/6/2019 at 4:00 PM. Helped by Andres, Scott and Otis.

I have never been in and out of a dealership so quickly. I purchased the car and a warranty in 30 minutes with full knowledge of everything I was signing and why. This is why I felt Otis (the business manager) was AMAZING. Scott, (the finance manager) was incredible. He explained thoroughly everything he was doing with my money, my credit, and the rate I was getting and who I was financing through. The process for him to explain everything as well took only 5 minutes. I cannot say enough about Andres. He educated me on why a car like mine might be best, even giving me some cons. He was the most honest salesman I have ever encountered. I walked with a “car guy” I already trusted from another dealership, but quickly realized my “car guy” had nothing on Andres. All my friends will be referred to him from now on. The process for the test drive, questions, application, speaking to the business manager, and looking at other features of the car took about 1 hour. All in all this car purchase was about an hour and a half or less, I purchased two warranties (each only costing $20), and each salesman even had a great sense of humor. These guys deserve a fat raise.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Easy transaction!

By Jen S. on 12/15/2018 at 4:19 PM. Helped by Kelsie Stowe, Bill Havican.

I contacted Pugi VW to see about leasing a car. My situation was not easy as I was trying to get out of a lease very early. Proud to say I'm a new 2019 Jetta owner - Kelsie was personable and so easy to work with and Bill made the numbers work for me. I am so happy to be part of the VW family now! Thanks guys!

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

horrible service

By GTI on 6/14/2018 at 3:57 PM. Helped by service department.

I've had a few encounters with the service department that were horrible. Beyond the fact that my car received new scratches from a previous visit, my most current visit drew the line for me. I called the dealer to get a problem resolved and upon coming in they said "We don't have you in for an appointment." They also asked " have you ever been here before?" It's shocking since I bought the car from Pugi that they would only reschedule me for a later date and question me like they did my other visit. I was blown off twice by service and still don't have my problem resolved. I recommend going to a different dealer such as VW of countryside who I have had pleasant experiences with.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

My first time experance with the service Department

By 2015golf on 5/9/2018 at 7:49 PM. Helped by Jeremy Gascoigne, DeVon Brown and staff.

I purchase a 2015 golf 1.8tsi from D (Devon) was fast and quick. Car came with one key and D was able to have one order and split the cost price with me. The service Dept call me the next day and had the key to have me come in for program. Arrive as schedule service guy was quick, I also mention to them that there was a tire that is low please check all of them. They took the car and half an hour later service guy cam and said that I had a nail in the tire and needed to replace. I have mention to him that when I had test drive the car with the salesman D that the tire looks very low on air. long story short the service guy talk to the sales manager and was able to take car of the tire. Bottom line over all in and out 70 mins and all the service was on the house. I can't say that I am completely satisfy 100% with this dealership from purchase to having the car delivered and the service department. Hands down Thank you very much Pugi Volks Team!!!

I would recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
5   Overall Experience
3   Price
5   Quality of Work

Service EPC engine warning

By Tjdineen on 4/26/2018 at 4:14 PM. Helped by Anthony.

I had a EPC light engine warning on my GTI so I called the service desoartment and was told they didn’t have an appt open that day, but I could drop off car and they’d try to get it in ASAP. I was called and car was finished by 3:45 ! Engine light off and my car runs beautifully ! I was very pleased since we all know, having your car available is crucial to most if us with busy lives! Thank you Pugi , for fixing my car so quickly !

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

The old bait and switch scheme

By cj357 on 4/10/2018 at 2:02 AM. Helped by Mark, Scott.

I had exact same experience as the other reviewer. After we agreed on the price, they told us if you want the VW advertised 0% interest rate, the price would be $2000 higher. Next, another sales person Scott who called himself a manager came to us to "explain". Scott showed us a spreadsheet. Yes, it's 2018 and he pulled out a spreadsheet full of made-up numbers. I was so amazed how "smart" these folks are. By the way, the Passat drives nicely. However, during our 10 minutes test drive, the back-up camera malfunctioned, the touch screen didn't respond, and when I made a left turn the car beeped and showed an error on the instrument panel. The sales person sitting next to me blamed the weather (it was a little raining).

I would not recommend this dealer.

Overall Rating

4.2  

5   Customer Service
5   Friendliness
4   Overall Experience
4   Price
3   Quality of Work

Got my first car here.

By Johan22 on 3/20/2018 at 3:42 PM. Helped by Odis..

March 4, 2018 I got my first car here no co-pay just me. Odis attended me and im happy with his service. I did not feel rushed or forced in any way. He was cool with me explaing me how everything works test drive etc. I made a down payment and got the car im happy with my purchase. Now into the car: Reason i have a 3 star raiting on quality of work is for this reasons: 1) i was told the car was verified, How ever i notice the trunk wouldn't open with out the beeper. 2) rims are damaged i took my car to my mechanic and he notice the rims are damage and need repair. It would cost me arround 175 each to fix i how ever have a warranty on the wheels. 3) window motor is damaged. 4)wheel havent been changed since 2010. I got the car as is, wich was written on the contract i know that. My main issue comes from the fact that they told me "we verified our cars multi points etc" and to take it to my mechanic and notice all those things hurts you know. Odis was wonderfull as a sales person im happy with him.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Quality of Work

Terrible Service,

By MICHAEL TIMOTHY GRANNAN on 2/9/2018 at 11:20 PM. Helped by Jeremy Gascoigne.

I've brought my VWs to Pugi a handful of times because the dealership is near my office. However I will be scheduling service at the next closest VW dealership or nearby Audi dealership instead from now. Service here was incomplete on more than one occasion, My vehicles were returned with warning lights on that were not on when I dropped the car off or with the same issue unresolved. Also the vehicles are returned dirty and smelling of body odor post service. Service Manager Jeremy is hostile and argumentive from the get go, other members of the staff at this dealership have abysmal demeanors as well. With so many other Chicagoland VW dealerships offering top notch service- avoid this place like a bad smell unless you want your car to have one! .

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Best car buying experience!

By Tina1027 on 2/2/2018 at 1:04 PM. Helped by Devon Brown.

I worked with Devon brown to help find a car for my family. Devon made the process quick and easy, while still being very knowledgeable and helpful. 10/10 experience, highly recommend.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Service Dept. On top of their game!

By Sally on 12/31/2017 at 2:16 AM. Helped by Sheryl.

The service Dept. was knowledgeable friendly and efficient and took care of all consumers either in person or on the phone. Professional at all times with a personal touch getting to know their customers. Sheryl is going to be my to go service associate I trust her and appreciate her insights and years of service in cars for making decisions. Thanks

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great Service!!

By Kreese on 12/9/2017 at 12:23 AM. Helped by Sheryl Casey.

Sheryl Casey in the service department took great care of me and ensured my warranty covered the service needed! Would definitely recommend going to Sheryl!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

Sales

By Drew T on 9/25/2017 at 7:24 PM. Helped by Kelsey Stowe.

I did my homework before going to dealers.and I was offered a great deal at Pugi VW as compared to other VW dealers. I would wholeheartedly recommend them. Salesman Kelsey was very friendly.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great experience buying an internet deal from 500 miles away

By VWx5 on 4/21/2017 at 1:48 PM. Helped by Mike Sarovich.

I wanted this car so much, I got on a plane and flew to Chicago from Kansas City to pick it up. For many people I'm sure this would be considered risky business, but once I got on the phone with Mike at Pugi and talked details about the car (remaining tire tread, brakes, service record, etc.) I knew I was working with professionals who built instant trust. I put a deposit down with my credit card and bought a plane ticket. The car was exactly as described on AutoTrader and when I arrived it was freshly washed and polished. Pretty sure they even put RainX on the windshield, as I drove through showers somewhere in Iowa on the way home. Mike and the Pugi crew made paperwork a breeze, handled financing through VW, and even sent me on my way with a nice little parting gift and a cup of fresh-ground coffee. Oh - Mike picked me up fro the Metra stop near the dealership! And as a side note... the thing that made this car special was its hard-to-find manual transmission. In all the shopping and test drives I went through, Mike was the only guy not to ask me skeptically, "are you sure you can drive a stick?" (Man, I miss the VW slogan, "drivers wanted!") I only wish I lived close enough to Downer's Grove to take advantage of their gorgeous service department and car wash. Next time I need a car I'll be sure to check the inventory at Pugi.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

bait-and-switch

By North America on 2/28/2017 at 10:49 AM. Helped by Bill the manager.

***BUYERS BEWARE***!!! Bait-and-switch tactics are heavily used at this dealership. After shopping, around at various dealerships, I thought I had found a decent deal at PUGI VW, but when I sat down to sign on the dotted line, I was informed that I was not be offered the 60 month 0% interest that was being widely advertised by VW. After complaining, I was introduced to the proverbial "sales manager" (Bill) who proceeded to inform me that if I wanted the 0% offer, the price of the vehicle would go up by $1,000!! I found this deceptive and quite frankly a throwback to old dealership practices of the 80's and 90's. Needless to say, I walked out without a car. I would rather pay a few hundred more elsewhere, but be treated honestly.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Best car buying experience we've ever had!

By PF, TF, & KF on 11/12/2016 at 5:12 AM. Helped by Rudy, Reynaldo, John, Raluca.

We bought a 2017 VW Golf today at Pugi of owners Grove after getting a Internet quote from Rudale Hensley. We have bought many a new car over the last 35 years of marriage and children though this was our first Volkswagen and our first Internet car buying experience. It is by far the best experience we've ever had! After locating the exact car we wanted on the internet and inquiring about an internet quote, I was contacted immediately by Rudale in Customer Care who quoted us a price. We drove 3.5 hrs from Cedar Rapids, Iowa to Downers Grove, IL to complete the deal. Salesman Reynaldo Torres was waiting for us when we arrived at 8:00 pm the car and the deal were there as promised. As the car was for our recently graduated daughter, Sales Mgr, John DePierre, even gave us a sizable "Recent Grad" incentive discount. Raluca Cheregi helped to move the process along as efficiently as possible. We would highly recommend this dealership. We are extremely happy with the price we got the car for and the whole sales experience!

I would recommend this dealer.