Dealer 2-Year Rating

Overall Rating

2 / 5
Customer Service
2.3  
Friendliness
2.3  
Overall Experience
2  
Price
2.3  
Quality of Work
2.3  
Service
3  

Dealer Reviews

Show:  

Overall Rating

1.0  

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

Poor service

By Phil on 6/15/2017 at 4:47 PM. Helped by Andy Brandes.

I brought my car in for service the middle of may 17, 2017. I was told (after service), everything was fine They could not fine anything wrong with it. I drove down to the beach 6/13/2017. When I went to drive my car home. it would not start. Long story short...I had to have the battery replaced. How can everything be fine, when I have a weak battery? POOR SERVICE!

I would not recommend this dealer.

Overall Rating

5.0  

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

They know what they're doing

By Alex G on 4/18/2017 at 3:17 AM. Helped by Arno, Jason.

They know what they're doing. I had some excessive oil consumption on my Tiguan. Other dealers could say: "we don't see anything wrong with it". But Arno and Jason got to the bottom of it and PCV Breather Valve was replaced as part of warranty claim. I was provided with premium rental car while my Tiguan was in the shop. A++++

I would recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

Misrepresented themselves,can you give no stars?

By Donnah on 12/30/2016 at 12:41 AM. Helped by Joe.

I was taking care of my daughter's car while she moved abroad. I knew she had paid for a service contract that covered regular mileage checks. I made appointment at the service center closest to our. House, not where she got car. My husband took the car and when he told them there was a service contract , they said they had no way of checking on those terms because it was SAturday. (Lie)My husband just paid to get car back and deal with it later. When I then contacted them, they informed me that they don't honor service contract from anywhere. This was never disclosed to us. Corporate has also not been helpful either. Said they are powerless to do anything. In light of their recent business dealings you would think they would want some good press. $200 for an oil change! Disgraceful!

I would not recommend this dealer.

Overall Rating

1.0  

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

NEVER BUY FROM HERE. ITS A SCAM.

By SmithVWsuxBalls on 8/22/2016 at 3:46 PM. Helped by JOE FRANZ.

Finance manager Joe Franz promised to help with an affordable auto loan. looked at buying used but said BUY new to get lower payments. purchased an loaner car as NEW an was told wait 18 months then come back to get out and into a better deal. turns out not only is my weekly payments going to VW to accrue interest an not pay down my loan I'm stuck in a $800 month payment. told me my weekly payments would pay off my car sooner, 18 months I can get out and into a new loan with lower payments. turns out he got me an 2 others on false aggreements to fatten his pocket. NEVER BUY FROM HERE CUZ THEY WILL ONLY SCAM U INTO A LOAN U HAVE TO DEFAULT ON SO U COME BACK AN GET ANOTHER CAR. WORST DEALERSHIP WITH FLASE INFORMATION TO CLOSE A DEAL TO MAKE THEIR SALES GO UP. F. SMITH VW AND JOE FRANZ.

I would not recommend this dealer.

Overall Rating

5.0  

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

Andy in Parts and Andy in Service

By Joan Donohue on 12/3/2015 at 7:20 PM. Helped by Andy in parts and Andy in service.

Andy was so helpful to me yesterday! He is very thorough and knowledgable! Someone stole a grid off of my car and he handled it in record time. He is one of the many reasons I love this dealership! Both Andys are awesome!

I would recommend this dealer.

Overall Rating

1.0  

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

Never fixed my car!!!

By Tiffanyarielb on 10/8/2015 at 7:32 PM. Helped by Andy.

Took my car in because my car was shifting and stalling. First day no one even a knowledge my car. The next day they drove it for 5 mins said it was fine. Picked up my car immediately acted up. Brought my car back being furious. They then looked at my car n said there was a shifting error. They manufactorE reset it. Then gave me my car. Next day back to Sq one. Brought back again!! Fixed my alternator. Picked up again guess what?! Only getting down the highway my battery light came on my power steering shut off and car stalled again! Called smith they said to return the car. Brought it back again. They did more tests said they found nothing. Brought home again. Acted up again! Brought my car in to have everything looked at and diagnosed! They said it was the ignition fixed it. Again same issues. Spoke to several ppl saying hey I was almost in a accident now twice. No one was concerned or seemed to care. They said we MAY look at ur car tmr n drop it off. Well I am never going back..

I would not recommend this dealer.

Overall Rating

1.0  

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

SERVICE DEPARTMENT IS TERRIBLE!

By melissag on 3/11/2015 at 1:05 PM. Helped by Adam.

They are lazy and incompetent. Not only could they not fix my brand new car in a timely manner, but they wouldn’t even work on it while they had it and left me without my brand new car for 6 days!! Save yourself the time and hassle and avoid this place. My 2014 VW Passat was only two months old and CarNet didn’t work. I made an appt and waited 3 hours for them to tell me that they didn’t know what was wrong and they’d have to open a VTA with VW (a VTA is a request for technical assistance). I’d been there 3 hours and no one could have done this after the first or second hour?? Adam told me it took this long to do the “troubleshooting” that they have to do before opening a VTA. Ok, I’m no VW mechanic so I had to take their word for it. He also said that the shop foreman was working on it. Should be qualified, right? My car should be in good hands, right? Definitely not the case at Smith VW! I couldn’t wait any longer that day so I left and Adam told me that he would work on finding me a loaner so I could bring it in and leave it with them. Well, I certainly didn’t expect what was going to happen next! I took my car in on Thursday morning (Nov 13, 2014) and picked up the loaner, a Jetta, which is a decent car but much smaller than the Passat. Thursday afternoon Adam called to let me know that there was no resolution and they’d need to keep my car another day. He said they replaced a module but it still wasn’t working. On Friday afternoon the same call came again, except they hadn’t replaced any parts and had waited ALL DAY for VW to respond to the VTA. He did say that more “troubleshooting” was done, but that seems to be their vague answer to make you think they’re working on your vehicle. So, essentially, we’re no closer to a resolution than we were at this time yesterday. When I expressed my concern to Adam he reminded me that he gave me a rental. Thanks, Adam, I love that I’m paying top dollar for a loaded Passat and I’m driving a base model Jetta that my husband can’t drive because he’s not on the rental agreement and that he barely fits in because he’s 6’4”! Not to mention there’s no way that I can taxi around my daughter and her teammates plus all their backpacks and equipment in this small car. If it were just for two days we could have survived, but now we’re going into the weekend with this rental. I was furious and let Adam know as much. I told him I expected resolution on Monday because I wanted my car back. Monday came and no resolution again. He assured my husband, who had taken over communicating with them because I was livid that a brand new car couldn’t be fixed, that he had done more “troubleshooting” though. Yeah, right. On Tuesday morning (DAY 6) I called VW’s Customer Care line (800-822-8987) and submitted a complaint against the dealership. The same day my husband called our salesman and told him that if the car wasn’t fixed and returned today he would be filing a complaint with the BBB. Wouldn’t you know it, I received a call around 4pm telling me that the car was done. And what was this problem that took the dealership almost a week to find? The car lost its connection with Verizon. CarNet needs that connection to communicate. So testing connectivity isn’t at the top of the list for things to check before they started tearing my brand new car apart replacing parts? This is precisely why I feel they are incompetent.

I would not recommend this dealer.

Overall Rating

5.0  

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

No games&No haggling, plenty of laughs, refreshing approach

By Jenn5588 on 1/29/2015 at 6:36 AM. Helped by Tim Smith.

Well not sure what is going on with the other reviews here but here is my experience with my wife. We went in on what looked like a fairly busy Saturday afternoon. We had been to 3 other Volkswagen dealerships before we went to Smith Volkswagen. We were greeted, showed around and done the test drive in 25 minutes, oh I might have left out entertained... Our salesperson Tim Smith (I think he is one of the owners sons) was like a stand up comedian. It was refreshing because it breaks up the awkwardness of the whole salesperson / customer conversation weirdness. Here is the crazy part, the first set of numbers Tim brings us back from the deal office or business center (can't remember what he called it) our trade was worth $400 more than the highest value at the other Volkswagen stores (the ones in Dover DE, Chadds Ford PA, and Bel Air MD) and the sale price on the exact same new car we looked at and priced at the other stores was $616.00 less! my wife and I were so ready to negotiate and leave if we had to and when he gave us the numbers all I could say was "if we say yes are we guaranteed these numbers?" He replied with "Yes, but you didn't let me get the rest out. You also get a free lifetime engine warranty for as long as you own the car with no limitation on miles or time". obviously we made the deal or we wouldn't be posting a review. I had never heard of this lifetime warranty, turns out the other VW stores don't have this. smith Volkswagen pays Zurich insurance to put this policy on their customers cars, I thought that was pretty smart. The only regret I have is all the time I spent haggling at 3 other Vw stores in 3 different states and it turns out the VW store that is practically in my had a better price and value with the free lifetime engine warranty right off the bat without haggling (seriously no back and forth like the other dealerships). I really never thought there could really be a fun, easy, and transparent car buying experience until I dealt with Tim Smith and his family at Smith VW. BTW... Tim if you see this I took your advice on the 41U delete, life seems to be a lot better with the delete.

I would recommend this dealer.

Overall Rating

5.0  

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

AWESOME DEALERSHIP!

By Kellbee on 1/28/2015 at 2:17 AM. Helped by Kevin & Joe.

I was coming out of a bad financial situation and Kevin (sales) and Joe (manager) helped me find the right vehicle at the price I could afford. They were very knowledgeable and made the process very simple. I would recommend them to anyone who would like to ENJOY the car buying experience!

I would recommend this dealer.

Overall Rating

5.0  

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

2014 jetta oil change

By steve on 1/22/2015 at 2:37 PM. Helped by everyone.

Brought in my 2014 jetta for its first service with no appointment.. Thanks for the service, was able to bring it in and get it done in around a hour!

I would recommend this dealer.

Overall Rating

4.6  

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

Joe was beyond amazing! They really worked with me and...

By AshShaw808 on 11/25/2013 at 8:17 PM. Helped by Joseph Caramanico.

Joe was beyond amazing! They really worked with me and blessed me with a new vehicle !! He was attentive and eager to please Thank Joe ... Ashley

I would recommend this dealer.

Overall Rating

3.0  

2   Customer Service
4   Overall Experience
3   Price
3   Quality of Work

We brought the car in for service on 13 June 2013. There...

By wasnesky on 6/19/2013 at 11:53 AM. Helped by Ken Rayson.

We brought the car in for service on 13 June 2013. There were two issues that we made clear to the service desk. First issue was the oil light coming on while driving. We determined that it was probably the pick-up tube. The second issue was that the two lower tail lights were not working and that the bulbs needed to be replaced. We were told that it would be a one day job and left the vehicle. On Monday, I received a call that the car would not be ready until Tuesday. Apparently, after the work on the pick-up tube was completed, the car was not road tested after it came off the lift. I was told that the car would be ready the following day. I am not sure why the car would not be road tested right after the work was completed so that we could pick up the car that night. When we did pick up the car on18 June, we noticed after we paid and got into the vehicle that the rear tail lights were not replaced. I looked again at the receipt. They replaced a front side marker light bulb (which was working). I know this because we just went to inspection and failed for the tail lights (all other lights were functional). They did give a 29 point inspection of which they check out all lights (I am not sure why they didn't notice it then). It's amazing how they listed all big ticket repairs that needed to be done on the inspection, but left off the light issue which is part of the inspection and one of the two reasons we brought it in for service. Bottom line up front, we were disappointed in the service. Now we will have to go to another repair shop to get the work completed.

I would not recommend this dealer.

Overall Rating

5.0  

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

Jeff gave me a great deal on my new Tiguan and I love it!...

By acy195 on 10/18/2012 at 1:10 AM. Helped by Jeffrey M. Fedena.

Jeff gave me a great deal on my new Tiguan and I love it! He went above and beyond to find me the exact car I want, and bring it into the dealer in 2 days. Working with Jeff was great - he is knowledgeable about the cars, and cares about his customers. Thanks a million, Jeff! A. Young

I would recommend this dealer.

Overall Rating

5.0  

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

After a long search for a TDI Passat, I got lucky and...

By Rock1953 on 6/19/2012 at 3:13 PM. Helped by Jim Leone.

After a long search for a TDI Passat, I got lucky and found Jim Leone and the Smith VW dealership. After numerous discussions with many other dealerships, Jim and the folks at Smith VW were the most honest and courteous people anyone can work with on a new car purchase. I totally recommend anyone in Delaware to see Jim Leone for a great deal done with professional courtesy and expertise.

I would recommend this dealer.

Overall Rating

5.0  

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

I have purchased a total of 5 Volkswagens from Smith and...

By Wizbean on 6/22/2011 at 3:44 PM. Helped by Jamie.

I have purchased a total of 5 Volkswagens from Smith and have had good experiences each time. The most recent purchase a 2010 Passat was handled by Jamie. He was extremely thorough and sat in the car and walked me through all the systems and even helped me set up my cell phone for blue tooth (which I love). I have never had a bad experience with the sales or service staff. They have been in business for many years in Wilmington and I like to buy local. I would highly recommend Smith VW to anyone. L. Bell Happy VW Owner!

I would recommend this dealer.

Overall Rating

4.8  

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

We own two VWs and have used this dealer for service...

By forrest on 6/20/2011 at 6:14 PM. Helped by Jim.

We own two VWs and have used this dealer for service since 2003. The service personell always take time to explain exactly what service is needed and how long it will require. The quality of their work is excellent. On the few times when follow-up was needed, they arranged it promptly. This year we shopped for a new VW. Smith VW were the most helpful and offered us the best deal on our new Jetta Sportwagon. It is a pleasure to have a dealer of this quality to work with.

I would recommend this dealer.

Overall Rating

5.0  

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

Great customer service. I showed up without an...

By HDJuruneca on 6/20/2011 at 2:35 PM. Helped by Jill Hayden.

Great customer service. I showed up without an appointment and the service on my VW Tiguan was done in less than 30min! Very impressive. Received great details about the service that was done on my car, and I was informed of future checkups that will be needed. Thank you!

I would recommend this dealer.

Overall Rating

4.8  

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

No problems with this dealer, this was a very good team...

By peocbill on 6/14/2011 at 7:44 PM. Helped by JAMIE CONNELL.

No problems with this dealer, this was a very good team to work with. They had a very good selection new and used cars on the lot.

I would recommend this dealer.

Overall Rating

5.0  

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

Jamie was very professional, funny and quite handsome....

By dbg71503 on 6/13/2011 at 4:19 PM. Helped by Jamie Connell.

Jamie was very professional, funny and quite handsome. Answered all my questions and made me feel comfortable with my new car. He took the time to show me all the new features and around the dealership. I give him 2 big thumbs up. Super job Jamie!

I would recommend this dealer.

Overall Rating

4.8  

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

I have been going to Smith for routine service on my car...

By rrgypsy on 6/12/2011 at 9:10 PM. Helped by Ken.

I have been going to Smith for routine service on my car for years. I bought my first VW in NY, but brought it to Smith for most of the time I owned it. Every time I go in there, I feel right at home and very important. Everyone knows my name and is really friendly and helpful. They are very busy every time I'm in there, but I always feel like the only customer. When the warranty was up on my first VW, I traded it in and bought a new car from Smith. They helped me find what I wanted for a good price. I look forward to bringing my new car to Smith for routine maintenance. The staff at Smith is great, as is the quality of work.

I would recommend this dealer.