Not to be trusted. Incompetent and dishonest staff in the service department. Took over a month to issue a refund for a service that never should have been charged. Constantly trying to oversell services that are not needed. Go some where else for service. read more

15-Year Loyal Customer Extorted & Ghosted After 15+ years of buying multiple cars and exclusively servicing them at O'Steen Volkswagen, I am completely done. This place has devolved into an incompetent, overpriced nightmare with zero work ethic. If you value your time, your wallet, or your safety, stay far away. Here is how they completely screwed me over a two-week period ROUND #1: Paid $250 for a repair thy could not show me what they have actually done. Just saying we had to replace a cable. THE ISSUE: Took my VW in for a basic electrical problem with the car light. THE "SERVICE": They left my car sitting in the lot for nearly a week. They completely ignored every single phone call and email update request. THE RESULT: I got a broken, un-openable text via a text message saying it was done. Because I trusted them after 15 years, I picked it up without checking. BIG MISTAKE. The next early in the morning on my way to work, the light failed again. It came how it did; I was pulled over by the police! I only avoided a ticket because I showed the officer the $250 receipt I had just paid O'Steen for "fixing" it. ROUND 2: Held My Car Hostage for $998 THE "SERVICE": I brought it back furious. Once again, they ghosted me for another full week. I literally sent a letter to the CEO and phoned the shop repeatedly because I need my car to go to work. ZERO RESPONSE. THE PRICE GOUGING: They sent another broken automated text. This time, they hit me with a $998 bill for a part replacement that was in my opinion perfectly fine and likely just needed to be cleaned. Unprofessional & Greedy There was a time when O'Steen had a phenomenal service manager (Mr. D.S.) who gave top-tier service with no BS. Those days are dead. They now charge exorbitantly high prices for zero pride in their work. And funny enough, during my wait, another gentlemen came with a complaint about the terrible service and price he had to pay and complained about the unwillingness to help. He showed to me that he wrote a complaint on google reviews that hit 1.9 million views. To O'Steen Management: We were scheduled to buy our next brand-new car in the coming months because the "old but working car" came in the years. Because of this pathetic excuse for service, we will NEVER buy a vehicle from you again. You threw away 15 years of loyalty for a sloppy $1,250 cash grab. But it is not something that is new nowadays. America, once in the top league in customers service in the World, became a customer service unfriendly society over the years. read more

I've bought 12 vehicles from this dealership and always had a great experience but now that's definitely changed along with the management of this dealer ship it seems. Allegedly having an appointment at 8am does not mean your car gets pulled in at 8 or even within the hour, but it gets pulled in just before service goes to lunch. So a simple 30k service appointment for a ID.4, one that takes 45mins to do and pushed off for almost half the day. Service department is RUDE and stated my appointment was not an appointment when it's clearly shown as an appointment in the reminder email and what was requested. They tried to dismiss everything, that since we're not waiting for service that we're not priority. no one wants to wait in a lobby for over a hour for service, but we also don't want to wait half the day for it either. Osteens need to re-evaluate their services customer service and the way they speak to their "valued" customers. I already knew this ID.4 once it's turned in will be the last Volkswagen we ever own. read more

O'Steen Volkswagen - The reserved appointment that I was told meant nothing to them. - Car Dealers Near Me - Jacksonville, Florida

We visited this dealership to look at a Volkswagen ID. Buzz that was listed and repeatedly described to us as Certified Pre-Owned (CPO). During our visit, we were encouraged to move forward with the purchase under that understanding. However, the vehicle had an "AS IS" sticker, not a CPO designation. When we asked about this, the concern was dismissed without a clear explanation. During the test drive, the vehicle shifted itself into park twice while stopped at a light. When we raised this, we were told it might be related to a seat sensor, which did not give us confidence in the explanation. The vehicle also had a cracked windshield, which staff said they had not noticed. As we began asking more questions, communication became limited. When we decided to leave, a manager encouraged us to "just sign" and rely on a 5-day return policy instead. After leaving, we followed up via text requesting CPO documentation. At that point, we were informed the vehicle was not actually Certified Pre-Owned and no certification could be provided. As of this review, the vehicle is still advertised online as CPO while also appearing in the standard used inventory. Three days after our visit, the GM contacted me regarding this review. During that conversation, he stated the vehicle had not yet been through service or been inspected. While he acknowledged my concerns, he did not address the discrepancies in how the vehicle was presented or the issues we experienced. Based on the inconsistencies in how the vehicle was represented, the condition issues, and how our concerns were handled, we chose not to move forward. I would recommend verifying all details in writing and requesting documentation upfront before making a decision here. read more

Bugs, bugs, bugs! Live ants were found in my brand new Jetta (with 1,000 miles) within 2 hours of driving it off the lot. Contacted dealership, brought it back for cleaning service within 2 days and O'Steen had my car for the entire day, detailing and cleaning it out. Well, it wasn't serviced/cleaned properly and ants are still there. We've never had food in the vehicle, so the investigation was there when purchased. For some reason, the ants were showing up at night in the dark, and now they are showing up in the day time as well. We are disgusted read more

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I recently purchased my fourth automobile from the O'Steen franchise, the first three purchases having been from O'Steen Volkswagen (two new and one Certified Pre-owned) and the fourth purchase just this past week from O'Steen Volvo. My experience was excellent in every way in all four cases. I want to commend everyone at the O'Steen Volkswagen dealership with whom I previously interacted over the years, especially Albert Miller who was my most recent service department representative. I found Albert (Al) to be friendly, knowledgeable, and most helpful. Just a couple of weeks ago, Al assisted me when the new fuel pump that I previously had installed to replace the original one that failed me while traveling out of town in Atlanta also failed and needed to be replaced. Because the replaced pump was under warranty, there was no charge for the parts or labor. The service department determined that there were two other components (a controller and one other part) that had caused the pumps to fail. As my car no longer was under warranty and because I had scraped and damaged the driver's door against a concrete column in a very tight parking garage, I decided that depending on how much the out-of-pocket charges for new parts, installation and door repair would cost, I might consider trading cars. Al explained the problems to me and offered me a loaner car while the service and sales departments evaluated the costs of repair and identifying possible new or CPO vehicles in which I might be interested. He communicated with me regularly. He provided me with the out-of-pocket costs for repair, gave me the trade-in value for my car, and also connected me with a sales associate. In the end, I decided to purchase a certified pre-owned Volvo from O'Steen's sister dealership up the road. I remained in the O'Steen family. Al provided excellent service and went out of his way to accommodate me. I highly recommend both O'Steen Volvo and O'Steen Volkswagen for a great personalized and hassle-free purchasing experience. (I left a separate review for O'Steen Volvo.) read more

I love my new VW! The whole process was super easy. Scott is a fantastic salesman! Jesse in finance made it as painless as possible. Just a great team of people. Thanks Again!!! read more

Had a really great experience with marc :) very quick, effective, nice, and no funny business. He even took the time to connect my phone to the new cars blue tooth. Car is in good condition and had a good price! read more

O'Steen Volkswagen - 2019 beetle - Car Dealers Near Me - Jacksonville, Florida

So pretty disappointed at the overall experience I've had with this dealership. Shocking, I'm sure, as I only have 2000 miles on my car as of today. Let me explain why: At week one of ownership, I went out to wash my car and noticed that the end cap to the rear passenger door handle was a different color than the rest of my car. I checked all the others, and they all matched the paint job. I immediately texted the salesperson who told me that they do a very robust inspection when the delivery truck comes in, when they detail it and that he would have definitely caught this. I immediately called him as I felt he was insinuating that I may have done this myself - he explained that he thought someone, somewhere, in a parking lot maybe, swapped them out as they wanted a black one versus a grey one. He finally checks with his Services Director and finds out that it can't be pulled off in a parking lot - it has a retention pin, so they granted me - check this - a one off accommodation to fix this. I live in Tallahassee, so out to Jacksonville I drove, taking a day off of work to get out there, so they can paint the grey one and reinstall it. I get there, and they remove it and go to paint it - I spent a few hours in Jacksonville as they did so, to only get back and find that they painted black over grey and as it has a lighter base color, it doesn't match. This was a find from the Services Director, who I thanked profusely for giving enough of a concern to make my car look like it should - new (and the only reason why this isn't a one-star review). So, they ordered a new part, with a black base so it could be painted correctly, and they gave me three $5 gas gift cards for my trouble. A week later, I drive back to Jacksonville where they had the painted part waiting for me - this time, I am there 15 minutes and sent on my way - no gas cards, no offer to wash the car - nothing. So here we are today - I've been driving the car for a month and the front suspension seems off. I'm constantly bottoming out, even at 1mph on a speed bump - not even kidding here. I'm beginning to get really concerned about my new car and if I will enjoy this vehicle long term and the "bang" I feel with every dip in the road is really concerning. I do a little research online and find that a common problem is that dealerships leave the shipping pucks in the front suspension...surely this couldn't be the case for a dealership that has all of these checklists, right? Well, I took it to my local dealer today where they confirm the pucks are still in the car - which they removed. I text the sales guy in Jacksonville, and I get the following reply, "Man I am so sorry about this, I will get with my manager so he can address this with the service director, this is not the way we work. I am truly about this inconvinience". Seeing as that is as far as he is willing to go, I'm off to Volkswagon to see what, if any, compensation they will provide for 800 miles and 2.5 days of work missed to fix something that should have been found in their new vehicle checklist. read more

O'Steen Volkswagen - Mismatched door handle cap they never caught on their new car inspection. - Car Dealers Near Me - Jacksonville, Florida

If I could give them no stars I would, this is one of the worst places we have visited to buy a car. Matthew Davenport is awful as a sales manager and instead of them emailing us pre-approval terms so we could shop within our budget he pushed that they were being transparent and couldn't tell us what our terms would be without a specific vehicle. He kept pushing to get us to come in so they could do the typical, pushy, schmoozy, used car salesman act on us to pressure us into a vehicle we didn't want or couldn't afford. Chris Newton wasn't much better, when he appraised our trade in he gave us 2 different figures and when we asked for a written guarantee he printed the lower price. Then when we called multiple times the next day he didn't answer nor did he call us back when we left a voicemail. I will NEVER be back and I'll tell all my friends and family to avoid you too!!! read more

I had totaled my vehicle back in December and was looking for a new car. I went to three different dealerships before I just happened to see this one and go to it after the third dealership left a bad taste in our mouths. I checked their website quickly to see their inventory and see what was in my price range. I first saw a 2013 TDI Passat. When we walked up, a salesman named Trey opened the door for us. I explained what I was looking for, and my price range, and showed him the Passat. He went and grabbed the keys and hunted the car down. While we were waiting, several other salesmen approached us to make sure we were getting the help we needed. We hadn't experienced that at the last two dealerships. Finally he came back and we took a look at the car and test drove it. We tried to get it approved but they didn't want to, even with almost half a down payment. The banks wouldn't work with them. So they showed me a 2013 TDI Golf. Same year, but under 100k in miles. I was able to talk to a friend about cosigning, and we decided to meet there the next day to do paperwork. So I met them there the next day and test drove the vehicle. She handled very well and was a little spitfire. It's a hatchback and a four door which still allowed my daughters car seat to fit. I had to come back a week later to get a chip on the fender painted and a new mirror cover on the passenger mirror. Trey wasn't there this time and I was there from 10-4:15, which was a little aggravating, but they were really nice to my service dog and even had one of their salesmen drive to get me lunch. I didn't have to pay for those services either, and they topped off my brake fluid after I told them about the pop up I had a few times on the dash. Everyone there has been amazing and great to work with. Highly recommend. read more

O'Steen Volkswagen - 2013 TDI VW Golf - Car Dealers Near Me - Jacksonville, Florida

After a terrible experience at another dealership- I was feeling slightly hopeless in finding a decent car. This was the second dealership I came to. I arrived knowing the exact car I wanted, ready to test drive and ready to buy. All staff were friendly, and I got to meet a lot of their other sales associates and service associates. Marc (sales associate) was really flexible and helpful in the overall process. Everything went smoothly. I was able to test drive the car on roads and the highway, the car was extremely well maintained and even smelled brand new. I could tell they really take care of their cars here. I ended up buying a 2017 Jetta and it comes with 2 warranties (new car and 2-year certified used warranty). I'm stoked. Coming from NYC where cars are useless, this process was daunting but I'm confident I made the right decision. We will come back here for my partners car next! WOOOH! YEE HAW. read more

O'Steen Volkswagen - 2017 VW Jetta - Car Dealers Near Me - Jacksonville, Florida

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Purchased a CPO from O'Steen VW. Had a miscommunication on the deal. Shame on me for not looking over the paperwork. It also got past the Finance dept. I called and explained the issue and my disappointment. I got a call back Chuck explaining his disappointment in how things went. He offered me to come in and let them show who OSteen really is. Well he proved whom they were. They went ahead and stood behind what I thought was the miscommunication, and went a step further to make the purchase price better for me. To me he proved OSteen values their customers and will always stand behind their reputation for being a 5 star dealership. They serve the best price with top notch customer service. read more

Took five hours for an oil change service is not very good and was not satisfied with anything.

Bought my first VW here recently! Great folks, easy to work with. Ask for Raul, he will take good care of you! read more

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There was a bit of a miscommunication but Mike and Chuck made it right. Really great guys. Did a great job with our car.

Anthony at VW Phillips is awesome. Just left VW on Atlantic, had an appointment for a brake/rotor change. I keep up with my vehicle and had an oil change a few months ago with VW Phillips, and with having rotation and balance done elsewhere. I walk in and had an appointment with Chris on Atlantic and introduced myself and he said "okay so looks like you're here for an oil change and maybe some brakes??" I let him know that my oil change was done by VW Phillips and I didn't need to be done but I am having some shaking and bumping while driving 50+ MPH, and that we called to have my brakes/rotors looked at or changed, maybe even the calipers. Atlantic VW were very rude, acted like me and my daughter needing a shuttle was an issue, my dad got a quote on the phone and Chris said "I don't know how he got a quote when we haven't even diagnosed the car yet". Due to my dad knowing what needed to be done, Chris had an attitude while speaking to my dad on the phone and said "that's fine we will just put two rotors on the front and go from there" I then told my dad I felt awkward and I didn't even want to be there anymore due to me feeling uncomfortable with the situation and how Chris was acting. I was on the way home to Orange Park and called VW on Phillips, with me almost being in tears I explained the situation I just experienced with Anthony, he apologized for the experience I had on Atlantic, squeezed me in for tomorrow to make things right. I am very pleased with Anthony and his services, Phillips location is the ONLY location we will be going to from now on. I have had problems with both Orange Park and Atlantic now. Phillips location for the win! :) read more

I brought our Atlas in for and oil change, AC issue and a low antifreeze light. After paying $100 for an oil change the service rep confirmed the AC was topped off and the antifreeze was refilled. He then recommended various services including cleaning out the sunroof drains for a ridiculous which I declined. When I got home I checked the drains in the sunroof and both were free of any debris/clogs (see attached picture). Osteen wanted to charge me to clean drains that did not need cleaning meanwhile 2 days later I got a letter in the mail siting a class action lawsuit regarding Atlas sunroof leaks. Then I went to pop the hood to confirm antifreeze reservoir was still full and found that the tech ripped the insulation (assume while inspecting the AC lines) and did not reinstall the retaining clips (see picture). To top it off the check engine light came on during our trip to Orlando AND the ac started blowing warm air. After my experience I tried calling the service director 3 times to discuss my concerns but never received a call back. I will not be bringing my Atlas back here and recommended you do the same! read more

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I've been taking my car for a few years now and I've never had an issue here. The service reps are great. I usually get an appointment fairly quickly and they tried to get me out as soon as possible. read more

Service department is top notch! Easy to make appointments on web site. Staff are courteous and professional. Complimentary shuttle always offered. Text message updates sent. Stress free process. read more

Sold me a car with structural damage without addressing it. Finding out 3 years later trying to trade in. 0/10 would not recommend very shady dealership. read more

I am not usually the one to leave reviews on anything but I felt like I really needed to express my gratitude with this dealership. After having really frustrating & inconvient experiences at the other dealerships I had visited beforehand, I had the most amazing experience with Osteen VW. They were so helpful immediately upon me wanting to test drive and look around. Not only that but everyone that had helped me was extremely informed and educated on what they knew, which made the process of buying my car that much easier. They'll really try to work with you and get you the best deal possible. Justin, Raul and Sal were all so amazing and helpful so if you ever get the pleasure of shopping here, ask for them! They are the reason I'm leaving this review. Beyond the phenomenal customer service, they have an amazing selection which helped me get the car of my dreams at the unbeatable deal they got for me, which no other dealership were able to achieve. Stop by here if you want the package of great customer service along with your perfect vehicle!! read more

O'Steen Volkswagen - 2019 Volkswagen Atlas SE - Car Dealers Near Me - Jacksonville, Florida

Excellent service from Nick Letterman and Anthony Tarantola. In and out in record time. Cathy Koonce read more

Just purchased a 2022 Tiguan from O'Steen. Our salesman, Andrew Strickland was very professional and knowledgeable. We really enjoyed working with him. I don't think I've ever had such a great overall experience purchasing a vehicle. From the time we walked in til the til we drove away in our new car we felt welcomed and appreciated, not just by Andrew, but everyone we encountered there. It's just a great group of folks. Sam, the finance guy, was just a genuinely nice man. I very much recommend O'Steen VW. read more

Great experience at this dealership earlier this summer. Not my first vw purchase. I am a few months or so into driving the Jetta I purchased. Everything has been great so far! My rep was Marc T was very professional, did a great job, and helped get me the right vehicle. read more

Our family has had the best experiences with O'Steen VW! A wonderful environment with staff that is friendly, helpful, & go above and beyond! Anthony and Jag were especially helpful this past visit! Thanks for all of your hard work! -The Gazaleh family read more

This review is for the sales department not the repair department because the repair department has been awesome!!! I went in a month ago to buy an Atlas. We found one we were very interested to buy. We went home to think about it. We called back and made an offer to close the deal by months end. The salesman didn't even reply back text or phone call. I finally called back and inquired about the Atlas. I was informed by the salesman that it's a sellers market and that the price is the price. No counter offer or anything. I guess I know where I will NOT be buying a car in the future. O'steen was referred to us and I assumed since the repair shop was very responsive and thorough, it would be a simple purchase. Don't assume! read more

we have bought 3 cars from Osteen Volkswagon. Always had a good relationship with them. The last 2 we bought several months back we purchased for VW of St Augustine. One of the brand new Tiguans rear view mirror fell off with literally 400 miles on the car. This car we got for my 78 yo father in law. That being said we have to manage service etc for him as he really doe t get out much or For long periods. So when we had this minor issue we took it to the dealer the was closed to home- Osteen. Well they would not fix it and said I had to take it back we're we purchased the car. I really felt this was shitty since we have always take all 7 now up to 9 VWs purchase in about the last 7 years to Osteen for service and 3 of those we purchase from them. We'll they have lost me for a customer from now on. I'll drive right passes them from now on. I won't shop or service with them. If that's the kind of cheap shitty treatment they are comfortable with to brand enthusiasts such as my family- we'll I will take my business on down the road. I have no problem driving for service where I feel my business is valued. read more

My recent car experience at O'Steen Volkswagen was made super special by the one and only, David Schomp, the most upstanding Sales Manager I have ever met, I love my 2019 4Motion Tiguan, but the excellent attentive professionalism from David Schomp was the icing on the Cake. Kindly, April G. read more

Parts department very accommodating, helped me with lock lug nuts previous owner misplaced, only VW dealership who were able to provide the necessary parts! read more

I took my 2016 VW Passat to O'Steen's service department on Wednesday, 11/3/2021, for an oil and filter change, tire rotation, fluid top-off, and safety equipment inspection. As it turned out, my vehicle also needed a coolant and brake fluid flush. I was very pleased with the service department staff, Phillip "Flip" Pierce and Richard Bush. They took the time to answer my questions and updated me in the waiting area on the additional service needed. I could definitely tell a difference in the way my car felt while driving after I left the dealership!! I was also impressed with the courtesy of the staff as I waited in the service area. They were pleasant, friendly, and respectful. Thank you for a great service experience!!! read more

Great company to work for and do business with. I've been in this business for 20 years and this is by far the best when it comes to customer service. Come in and see for yourself, I promise you won't be disappointed. Ask for Sam the Sales Manager. read more

We had a horrible experience at another VW at Orange park so we decided to give Olstein a Chance and we definitely don't regret. We were greeted by the amazing Jessica Jordan and she was excellent and transparent from the start.she made the experience comfortable and as easy as can be. Felt like family from the beginning to the end. Their finance director Terrence was also excellent. Nothing was pushed on us and no hidden fees. We got exactly what we asked for plus more. This deserves a 5 star rating I am not even sure how they are 4.5 in total. Thanks Jessica. We HIGHLY recommend this location and staff. read more

Tried to put a deal together all day long with a sales person. They kept telling me that they were waiting for the sales manager to go over the numbers and that they would be in touch. Finally had to reach out to the sales manager myself and he had little to no idea who I was or what I was inquiring about. It's was no fun getting strung along all day just to find out it was for no reason read more

As a retired automotive service professional new to the area I was in search of a solid reputable Volkswagen dealer to service my 2 vehicles. I received a recommendation to try O'Steen Volkswagen. Recommendation was spot on. My recent service visit was handled by consultant Shelly Rowlison. Shelly was an absolute pleasure to deal with. Professional, knowledgeable and personable. I have a high bar for for service excellence and Shelly & The O'Steen dealership met it with no problem. This dealership understands that customer satisfaction is the key to building long term relationships and repeat business. Highly recommend that you give Shelly and O'Steen VW a chance if you want excellent customer service and a dealer who values you and your business. read more

Can not say enough great things about Andrew with Sales and Sam with finance. Both were great and easy to work with. Both were honest, friendly, and professional through the whole car buying process. No matter where I live I will be buying future cars at Osteen Volkswagen. read more

Thank you Zara and Sam for the great experience. I would definitely recommend this dealership! we love our new cars!

I wanted an orange beetle convertible. They didn't have it so Mark Trice ordered it for me and had it delivered to the dealership. In the three weeks it took for the car to arrive Mark remained in touch with me. It was still wrapped in protective covering when it arrived. I test drove another beetle while the orange one was being inspected. Mark took the time to show me all the features and what was included for the price. I did a test drive at a different dealer. Came back and Mark let me keep the car for a day to compare to the other vehicle. I was going to pay cash, but the business manager worked out a good financing deal and I had the car in my possession two days later. I love it and I loved the car buying experience at O'Steen. read more

O'Steen Volkswagen - Hot off the presses. Had 5 miles on it when I did my test drive. - Car Dealers Near Me - Jacksonville, Florida

I had a fabulous experience purchasing my new car from O'Steen VW. Marc Trice, my salesman, truly listened to what I was looking for in a car and helped me find a vehicle that harmonized with my needs. There was no pushy upselling. He was incredibly patient with my avalanche of questions and answered every one. Marc was amiable with a great sense of humor, making the process stress free and enjoyable. Outstanding service! I'm delighted with the purchase of my car. read more

Justin and Sam were a phenomenal help when it came to looking for the perfect vehicle. No matter the circumstances, they will put the puzzle pieces together and find the best vehicle for you. read more