Hiley VW Huntsville

Horrible customer service and service department! Brought my Passat in for a service. The heat on the passenger side was not working. They wanted to charge me $ 150 to do a «diagnostic» then over $ 800 for the repair. My husband was able to read the service bulletin that the girl printed out and it clearly stated that no diagnostic was needed and it was a known problem. When he tried to address that to the service manager they refused to discuss it and actually chewed him out for having the service bulletin. When he refused to ‘hand it over’ they returned our keys and told us they would not provide service! I took the car back to where I bought it– Harper VW in Knoxville and not only did they do everything FOR FREE they could not have been nicer.

Be prepared to haggle. I worked with a sales person who was not very professional and argued that another dealerships price was calculated incorrectly (it wasn’t). She also sent me an article by email to try and diswaid me working with another dealership. Claiming (incorrectly) that the «Feds could shut them down any day».
I went with Long-​Lewis in Florence instead. They were very honest and straightforward to work with. No haggling just their best price upfront. Just an hour more away.
Hiley’s internet sales manager did try to contact me do discuss the situation but it was too little too late.

Having just moved to the Huntsville area in Feb 2011 with a vehicle under VW’s maintenance warranty, I was in search of a VW dealer with good Service Reviews. While most have excellent Sales Reviews, nearly all dealers in a 150 mile radius have marginal Service Reviews. When service and warranty issues came up since I arrived, I gave Hiley Audi/​VW a chance. My first visit was for a 30K mile service. Since all of the VW service consultants were busy, Jeff McElwain, an Audi Service consultant, came up to assist me schedule the service appointment immediately upon my arrival. I was surprised by the promptness of speaking with someone and he was able to schedule me for the very next day. Ronnie Austin was my Service Consultant during subsequent visits and he is as customer service oriented as Jeff and the other people whom I met working at the dealership. The 30K Service was done without problems as were my visits regarding warranty issues. The only problems that I had were when a faulty emmissions sensor was not properly diagnosed on my first visit with an Engine Malfunction Light lit up and their vehicle clean-​up efforts after each visit. What they consider a clean car, interior or exterior, was not the same as mine — did not vacuum the carpet well when I asked and water throughout the car after washing. You should do a visual check of the area where work was done to make sure that everything was reassembled properly. It seems that everyone rushes to get to the next job — it is not different here in spite of their best efforts. Hopefully, if more customers hold technicians accountable, they’ll spend that extra five minutes (or the dealer will give them the time) to reassemble and clean-​up properly. Each visit is followed-​up with a Customer Service Survey which is very important to the dealer and VW. Overall, they are trying to meet or exceed VW’s commitment to be the #1 Dealer. To help you get the best service possible, you should try to tell them as much as possible about what issues come up with your vehicle, especially with electronic problems. Ask a lot of questions and give them an idea of any additional issues they can help you with while your car is there. The dealer provides a nice waiting area with complimewntary cofffe/​tea, TV, desktop PCs and Internet access. I highly recommend Hiley Audi/​VW

Unable to get connected with the service department. Calls go into voice mail. This is not good customer service and does not instill confidence that they care about their customers. Also, the voice mail messages do not identify them as Volkswagen service. If you are considering buying a VW don’t! They are not reliable and will cost you a lot of money in repairs. Terrible quality for the price.

Service was better than the Google reviews made it out to be. They showed great concern in explaining the severity of the things they found wrong and brought me into the shop to show me to make sure I was informed rather than just shove a list of recommendations at me with a high total estimate.
Even though they told me it would be a long wait, I was in and out with my immediate need met within two hours.