Don Valley Volkswagen Ltd, Toronto, ON

With such a low rating, I feel it necessary to explain. I started the relationship about 9 years ago, when I moved to the city. I brought the vehicle in for all service, and was quite happy with the staff and relationship. I am speaking from experience when I say that, over the last four years, the overall customer service has gone downhill. Prices seem to have continually increased, and the general attitude both from sales and service is one where it seems like they couldn't care less whether or not you are a customer. Yes, there are a couple of employees who still seem to care (in the service department) but overall, I've had better encounters at a convenience store spending $2 than this dealership where I spent thousands. If you want a VW vehicle, I don't blame you - I've owned three over the past 15 years - but buy it from anywhere else. I can confidently state that you will get better customer service elsewhere.

If you want to be ignored after they receive your business - this place is for you!

Everyone was so kind and friendly during the financing process, but after they locked in our money, it was a total 180.

When we picked up our car, we only received one set of keys. We were reassured that the extra set of keys would come in soon, but it took almost two months for the sales person we were dealing with to get back to us to let us know the keys came in.

He told us to book a slot with Service to coordinate the keys but after literally a dozen tries, we were unable to get through. We even tried calling and emailing him ourselves, but did not even receive one reply or call back. Instead, my husband had to book a slot online. That appointment happened to be today, so we went in.

Little did we know that the process would take an hour and a half (something that could have been communicated if anyone had bothered to answer the phone or call us back), and since we were with our toddler, this was not possible at that time. He made an appointment for later on this afternoon and he went in himself.

After waiting for an entire hour, they finally notified him that their system wasn’t working to set up the keys. Why wasn’t this information relayed in the first place?! They then asked him to COME BACK to do it all over again - which is absurd especially during a pandemic. We don’t live in the area and went out of our way (my husband even booked off work for this) to get this extra key programmed - something that should have been done in the first place. And the fact that we have to come back a THIRD time is just unacceptable - but what else can we do?!

Over all, super disappointed with how this all turned out. They really try and butter you up when they need your business, but after that, you’re totally on your own.

Save your time and money and lease/purchase elsewhere, where the staff will actually value your time.

My experience at obtaining a car loan and purchasing a vehicle was excellent in everyway. The sales associate listened to my particilar circumstances, gave me some valuable purchasing advice and ultimately was responsible for me making a purchase free from stress.

After placing my order - no communication was sent to me whatsoever, even though I was told that all follow up instructions will be sent via email. I had to call many times but never got a hold of the sales rep, left voice mail but nobody cared to reply.

DO NOT GO to this place, worst customer service ever - find other VW dealership in GTA please.

I bought a car at the dealership that did not come with an owner's manual. It took me a couple of weeks to realize it was missing. That was over one year ago. I have phoned countless times, I have been transferred to countless people ("oh, that's service's responsibility", "oh, you should be speaking with the parts department", "you need to speak with this manager or that." at various times, I have been told that the manual is on back order and expected soon.

Suffice to say, I am still getting the run around. I am furious. A manual is so basic to car ownership.

I have switched to Downtown Volkswagon, Toronto and the experience is like night and day. I have never been treated better at a dealership.

This is, hands down, the worst dealership we've ever dealt with. They turned a routine service visit into a 3 month nightmare. I will never ever ever go back to this dealership for anything. Stay far far away!

I have purchased vehicles in the past, but for some strange reason the guys at this location seem to be too overconfident. They do not come to you when you enter their showroom and they pretend to be doing something while you are setting there waiting for them to get an approval or a signature. The worst part was that when the vehicle was purchased there was no sign of the local manager or financing officer thanking me in person for my business. To make matters worse, the sale's person was trying to make me write him a good, oh no, an excellent review so that he could offer me a free oil change. So listen up dealers, if someone is buying a German car, obviously that person can afford to spend another $100 every 6 months to get an oil change. What matters is customer service, which is evidently absent from this location. The guy did not even gave me the "customer satisfaction form" which was part of the folder containing all the forms to be signed be me. So, now you can decide for yourself whether it's worth going to this location.

Recently bought a 2011 GTI from this dealer - I love VW's but I had a terrible experience - Please read and protect yourself!

Bought an upgraded protection plan from them called "Tire and Rim Protection". Cost $400 when I purchased my vehicle new, and was verbally told this plan would cover tire damage like punctures and the curbing of my rims – However – the contract was actually full of loopholes. Had a minor scrape up with a curb and was stuck with a $1200 repair bill, as the 'protection plan' covered nothing.

I know you should always read the fine print, but this sales team totally mislead my wife and I and wholly misrepresented the coverage we were buying.

You can tell some of these reviews are modified by some type of ad agency, Look at the green lines under some of the words. Toyota is spamming every Volkswagen dealership to try to sway customers, Its bad marketing - Clearly, they are missing out on a huge marketshare because they use tactics like Coke and Pepsi do, you know what I'm talking about, the bitter rivalry, where they just crotch-kick eachother until the customer chooses who they want to win. Sadly its amazing dealerships like Don Valley who are the victims in this online sharade. I know several peole who have gone to this dealership and have nothing but amazing things to report. The staff are friendly and knowledgable, the vehicles are selected carefully ( i would know, they turned down my car because it didn't meet their standards to resell). This place exceeded my expectations, and its sad a couple whiners didn't get what they wanted and have to bad mouth, thing is, there is always two sides to a story. Be your own judge and see things for yourself. Sadly, not enough people write about the good experiences, only the bad ones.

A few years back, I bought a used $17000 hatchback. I trusted that their 'inpsection' was enough and drove off with my first car purchase.

As me and my friends drove throughout the US and into the desert, our cellphone was ringing and....the glove compartment was jammed. Then, the antenna wasn't connected so we couldn't pick up any stations.

Later in the trip, I realized that the rear centre seatbelt was missing!

Also, the cassette deck had this strange phasing sound which meant the connection was off.

A plastic handle on the seat also broke off.

I took it back to the dealership, they said the stereo worked fine so they wouldn't replace it.

They fixed the various issues.

I was furious and asked for some sort of compensation for the lack of inspection to this car. The elderly used car manager shut the door on my face as he had a meeting with another employee to discuss what to do.

Later, I complained again and the jerk asked me 'why didn't you say something?'...I replied "because you shut the door on me and only wanted to talk with the employee who I was dealing with'.

I ended up selling the car and always look at the dealership with disgust.

I'd NEVER buy a VW period, but if I had to, I would NEVER go to this dealership.

Oh they were friendly before the purchase but once they have your money, the fuzzy feelings are gone and your just a customer.

Remember, if you choose to go with this dealership, do not trust the inspection, inspect it fully before driving off the lot - there was NO inspection on my car.