My experience at this dealership has been nothing short of exceptional. Anna the sales associate I worked with for not one but two purchases now and she was so caring, helpful, and determined to help get both myself and a family member into the exact vehicles we wanted. She made the process seamless, which is rare in purchasing a car. I highly recommend working with her and the team at Audi of Ann Arbor. Thank you Anna and team! read more

I visited the VW service center to replace a broken car key. They told me it would take four days for the key to arrive and that I could simply pick it up when it did. After five or six days with no updates, I called to check on the key and was told it had arrived. They then mentioned it would need programming, which would take about 30 minutes. I asked if I needed an appointment, and they assured me I could come in later that day. Since the facility closed at 6 PM, I arrived at 5 PM, thinking there was plenty of time. However, when I got there, I was told the technicians leave at 5 PM. Why wasn't I informed of this over the phone before driving an hour to the location? I scheduled an appointment for the next day, dropped off the car, and was told the programming would take 1 to 1.5 hours. Not the original 30 minutes max that I was told previously. In summary, something as easy as ordering a new key that was supposed to take under 4-5 days took 2 weeks. The VW service team was disorganized, uninformed about their own processes, and failed to communicate properly with me as a customer. This experience was both frustrating and disappointing. read more

Came in because of bad wheel bearings which are covered under my warranty. They said if they found me at fault somehow it would be 175 just to check on the wheel bearings. Then they call and say it is rusty brake rotors, not wheel bearings, and they wont warranty fix the bearings, and i would have to pay the inspection fee. I said it is the wheel bearings and they said they wouldn't fix them because of the rusty brakes, which would be 850$ to fix. I give up and say fine, but guess what - the noise wasn't fixed because it was the wheel bearings. So they fix those, under warranty, but still stick me with the brake bill. So either their 175$ inspection was bs and they refused to listen to me about the wheel bearings, or they just made an excuse to get 900$ out of me. Either case is ridiculous. They didnt scope the bearings the first time with the inspection - what the hell are you doing for 175$? read more

I don't have anything negative to say about the dealership itself, but DO NOT USE Luis Downey as your sales person . He is way too arrogant, dishonest, rude and unprofessional. The guy perfect example of your typical obnoxious car sales person who moves around a lot ! read more

They made everything right on my car! Sorry for the delayed update. Bob and the rest of the team even delivered my car home to me about 45 mins away. Now that's dedication to your job. Keep up the good work guys. Thanks for trying to improve my experience. Will be back for sure. read more

Broke down near Ann Arbor and took my VW there for repairs. Twice they failed to diagnose and repair the problem resulting in my breaking down on the highway. They also recommended unnecessary work. My hometown dealer successfully made the repair. I would recommend taking your car to another VW dealer. read more

I bought my car here in 2012. It didn't seem like there was much room for negotiations price wise. It the transaction was simple enough and they found the exact car I was looking for. If I were 25 years old and looking for a new car, I'd probably buy one on the Internet. I keep my cars for a long time and was willing to forego the tiresome negotiations to get the price lower. I'm writing this review today because in the 7 years I've had my car, I've shopped around. The yearly synthetic oils change and multi point inspection is cheaper here than any independent place that services vw's. They now have an "express service" that's first come first serve - no appt. necessary for oil changes and such. They were fast, and friendly, and washed my car all for $20-$30 less than getting just an oil change without inspection at a non-dealer location!! Also they had fruit in the waiting room! I love fruit!! Anyway, I still get my lifetime alignment from Firestone and my tires from a tire store, but the service department here has never disappointed me. I have had the recommended services as well, because I'd rather not have something break if a little prevention can intercede. So far I've been lucky with major problems read more

I was looking at several VW dealerships in the area but went to VW of Ann Arbor because they had the specific model and trim I wanted in stock. I am so glad I did. The customer service here, specifically from salesperson Don Vollman, is top notch. We had an issue with our credit union that took 3 days to resolve and the dealership was kind, understanding and helpful. When we finally gave up on our credit union, Don got us approved with another institution in a couple hours. When it came time to sign the papers the purchase manager was helpful and informative in presenting additional options, but not pushy at all. It's so good to see a dealership that really values customer service first and foremost. I look forward to doing business with VW of Ann Arbor for a long time. read more

High-quality services at Germain Volkswagen of Ann Arbor. My Volkswagen agent Steven Ball goes above and beyond our expectations, he is very polite, very knowledgeable, straight to point, and warranty covered, I will give him 10 stars, Steven is right about his diagnosis with perfect solutions. I'm 100% satisfied customer. Thank you Steven! read more

I was extremely frustrated with the situation, I still dont understand what the issue was but my initial reaction was perhaps a bit much. It was a long and expensive week for me as my rental coverage was not valid given this situation which added to the frustration. I still believe it could have been handled better initially but the key finally arrived and airbag recall was completed. It was a much better experience when picking my car up. The staff was kind and very helpful. Answered any questions I had. It wasnt quite the mysterious process ordering the key from parts turned out to be. It still seems like in this day and age there would be some sort of tracking information. Anyhow, I just wanted to update it wasn't all bad by the end. They also fixed my intake system that I guess the last mechanic installed improperly during a recent repair. read more

You will save thousands by simply picking up the phone and calling the Detroit area dealers. I like Downriver best. Re The comment from the dealership below: I gave them every opportunity to back up their initial offer to me when I was shopping for a car and they chose not to. I also gave them multiple opportunities (Read: I had to go back over and over again about six times) to honor the warranty and stop my car making weird noises...But when someone writes the truth for others to see, they are concerned and want to talk. #Truth. read more

I purchased my VW CC from Germain and love the car. The sales staff is simular to what you will find at most dealerships. After owning the car for many years it developed rust so I decided to take advantage of the VW corrosion warranty. The process from start to finish took 8 months to complete. Over the first 3 months I communicated with a service representative who is responsible for handling their corrosion claims. This representative would simply not respond to voice messages and was rarely available if I asked to speak with her. After some frustration I finally started communicating with the Service Manager. The first time the vehicle came back from the party body shop it had many problems (interior door panel wasn't connected properly, body panels were not connected in places, body work was very bad as we could see height changes around the weld location in the paint, the replaced panel looked as if it damage but just painted). Germain stated they haven't seen problems like this so they agreed to send the vehicle back to the body shop. The second time the vehicle was worked on, the original problems were resolved except the change in height could now be seen lower on the body panel. The body shop manager said he didn't originally notice the problem and agreed to schedule another repair. This is when Germain made a poor business decision. The Service Manager told me he had discussions with his management team and they were happy with the repairs and wanted to close the claim. He also called their hired body shop and told them the same thing. Luckly, the body shop still continued to stand behind their work and scheduled the repair. Germain had no cost impact to stand behind their customer but they still made the wrong decision. In talking to their Fixed Operations Director, he didn't understand why I was disapointed in their service since the body shop still agreed to repair the flaw even after Germain told them they considered the matter closed. Managers and Directors are paid to make good business decisions. I think they failed and lost a future sale, but I understand I'm just one person. read more

I owned 2 VWs in my life so far, and had both serviced here, I did find that overall the dealership is more expensive (of course, that's not a surprise, there is a cost to doing business that needs to be passed on to people that get maintenance etc;). As far as a shopping experience, I took my lady here once to check out cars when she was looking for her next ride. She wasn't a big fan, and nothing on the dealership, I moved away from VWs too as it felt like early 2000's VWs were quality, and later they cheapened out to compete and Jettas became more plastic feeling, and they began to lose their fun features that I loved about my first 2003 Jetta (manual) GLI. My last VW was a 2010 TDI Wagon (my favorite to date!) but that was embroiled in the recent TDI/Diesel scandal, and I was happy to get my money for it. This dealership is fair overall in my experience, it will charge you more for maintenance not covered in warranty. Also I had a few incidents here of ignorance, where I would report a Diesel issue with my car, it was ignored, and later became worse, and I had to recall texts, emails and notifications to communicate that my issue should be covered under warranty due to when I reported it. read more

My experience was almost exactly the same as Stella R.'s, only I was stupid enough to agree to pay the 1,700 dollars to Germain to fix the stalling issues with my 2009 Passat. In spite of my repeated attempts to question the Service Advisor ahead of time about their confidence in the accuracy of the diagnosis, days later I was contacted with the news that "after the prescribed repairs were complete, the car did not make it back to the dealership during a test drive", and an additional 530 dollars was required to fix the fuel pump. Given that I managed to ask all the right questions ahead of time, I was pretty angry, and I demanded a call from the Service Manager--which never came. I'm almost 50 years old, and I have owned many cars from junkers to Jaguars, and I have never felt so cheated and trampled upon. I have never had so many recurring problems with any car. I can't however, only blame the dealership. After much research, what seems likely is that Volkswagen has engineered a car that while delivering on initial performance and fuel economy, has utterly failed in reliability and cost of maintenance. The dealership is complicit because when you ask them the exact right question, they simply shrug. My only recourse now is to alert others about this dealership, their service department, and Volkswagen Customer Care. Oh yeah, as part of the original work order, I asked them to make me a second key, as my wife lost one of the originals. They forgot. They said they were not sure if I still wanted the key given all the expensive repairs. I had to make YET ANOTHER appointment for the privilege of going back and waiting 45 minutes while my $200 key was programmed. There. Now don't say I didn't warn you. read more

By far the worst experience I've had with any car dealership. No respect for customer's time or loyalty. On one occasion, I was told that services would take two hours, so I waited, only to have the service take more than 5 hours -- no additional services provided-- they were simply low on personnel. To add to annoyance, I was never told why it was taking so long and when I would inquire I was told "we're working on it. Hang in there" Shame on me for going back for service several months later. I requested and was scheduled for a loaner car. Upon arriving at the dealership, I was told that they misscheduled their loaners and actually didn't have one for me. I was "generously" offered to wait for the car all day. I work full time, so this obviously wasn't an option. I highly recommend that the dealership rethinks their policy of not informing customers of unforeseen circumstances prior to their arrive to appoint. If these reasons aren't enough to stay away, be aware that regular services (ex: oil change) at Ann Arbor dealership cost more than other service locations (i.e. Livonia) If you don't value your time, money or general customer service.. Then this is the place for you!! Otherwise, avoid this dealership like the plague. Has made me regret my decision to buy a Volkswagen. read more

I've been taking my two TDI Jettas here for 5 or 6 years now, and I have always been very happy with the quality of service and level of knowledge. Also, one time they noticed and fixed a problem with my snow tires, which had been put on wrong by the discount tire place I go to. (Some snow tires are directional. I didn't know that, and apparently neither did my tire-place.) I had a near-miss accident a few weeks later, on icy roads, in which those snow tires possibly saved my life. If these Volkswagen of AA guys had not noticed & fixed that problem for me (while they were doing a regular maintenance) .. that incident might have ended differently. I now have a total of 115,000 miles on these two Jettas, all with regular service from these guys, and I have not had any trouble at all with the cars. So I guess I'll keep going! ---------------------------- 2 years pass ---------------------------- By the time I sold one of the TDIs back to VW we had a total of 160,000 miles, with no problems. (er...no problems that were not caused by mice in my garage). And to replace the one TDI we bought a Golf Sportwagen from this dealership. We had a good experience buying the new car, and the Golf Sportwagen is the best car in the history of cars. Still very happy with VW of AA. read more

120K service done! I have had nothing but fantastic experiences at VW of Ann Arbor. They did my 120K service on my TDI this week and my car runs like new again. Marty Ball does a great job of explaining what is being done and why it is important to do it. They gave me an estimate of what it would cost and they came in UNDER the estimated amount! Thanks Marty for keeping my TDI on the road running like NEW! read more

This is actually my first Yelp review, and I write it as a cautionary tale for other VW owners out there. I have used VW of Ann Arbor twice. I have paid out the nose twice. I have experienced unreasonable delays twice. I have only had one problem with my AC. You can certainly read here about how overpriced VW is, but what is really frustrating for me is how LONG they take. Both times I used VW of Ann Arbor I dropped my car off for a 1.5-2 week vacation, or what would seemingly be appropriate timing for getting a car fixed. For this car dealership, wrong! Even for my second visit I explicitly told them "this job NEEDS to be done by July 6th. This is a hard and fast deadline. I leave Ann Arbor permanently July 7th. I start a new job in a new city July 11th. Can you do this in time?" I was guaranteed they could. And yet here I sit July 6th after their service hours car-less due to this excuse, that excuse, and the other. This has been a disastrous experience and I am thankful that when I pick up my car (hopefully) tomorrow I will never set foot in that establishment again. read more

The service for repair at this dealership is outstanding. I did not purchase my VW in Ann Arbor but they treated me as if I did. They called to give me updates, they were friendly, and they went beyond measure. Though I hope nothing goes wrong in the future when I travel, I do hope that every VW dealership has the same amazing professionalism and service. Being in the service business for many years, I recognize excellent service; Braden Cytlak, our service representative, delivered a perfect score. His professionalism and caring attitude should be a model for how customer service should be accomplished. Bravo and THANK YOU Braden! read more

I have had a great experience with VW of Ann Arbor service department. They have serviced my GTI on multiple occasions and they always listen to me, are helpful and friendly, and get things fixed in a reasonable amount of time. I highly recommended them for service. read more

I took my car there on the recommendation of a friend. I got in my car on Tuesday morning and it would not start. All the dash lights came on but when I turned the key nothing, not even the click of the starter. So I had it towed to the dealership. When I walked in the service writer acted as if he couldn't be bothered with me. I was told there would be a $105.00 diagnostic fee. I understood that because of the late time of arrival that my car would not be looked at until the next day. I was not offered a loner car nor was I even offered shuttle service to a rental car place. It wasn't until the agent at Enterprise called the dealership saying that they wouldn't be able to pick me up, was I offered shuttle service. That is when one of the nice technicians pulled up in a "dealership loaner" to take me to pick up a rental. The next day I was called by the service writer and told they need to me to authorize another $105.00 for diagnostics. Later that day I was told the mechatronics was not communicating with the engine control module and the repairs would be a little over $2200.00. I was also told the car would be ready possibly Thursday evening or Friday. On that Thursday I had not heard back so at about 5pm I left a message for the service writer to get an update. I did not hear back by 10:30 the next morning so I tried to call again. I left another voice message. At 2pm I called again and got only a voicemail box. Because I wasn't getting a return call I left work early to drive down to the dealership to get some answers. When I was pulling into the dealership I finally received a return call. I went it letting it be know I was not happy. I was then offered a loaner because I was now being informed my car would not be done until Monday. So yes I finally got a loaner! But Monday came and went with no call from the dealership. Tuesday after playing phone tag I find out my car will be ready to pick up at 5pm. so because I couldn't get down there by 6pm I had to pick it up the next morning. I get into my car and the check engine light is on and I have a headlight not working. I was told the tech saw the code and just cleared it. They tell me its and exhaust thing and it will be covered under the factory warranty. If it was covered under the warranty then my question is why was it not just taken care of ?!? I also asked then to check out the headlight issue. I was told it was just a burned out bulb. So not wanting to stay there any longer and deal with them I decide to just pick up a new light bulb. Come to find out its not the bulb or a fuse issue, but of course its not their problem. "it must have happened during transport". Funny it wasn't an issue before it arrived at the dealership. Needless to say I will be taking it somewhere else to get the headlight looked into! and never again will I have anything to do with this dealership. I will go back to Suburban, where I will be treated with respect and know that my service issues will be handled! read more

I took my 2010 Golf in for an oil change and free multi point inspection on 3 May 2016, they called me and said there was an issue with the AC that needed repair, I declined. When I collected the car they had drained all the refrigerant and the AC didn't work at all. I took the car to Stadium Autocare who refilled the refrigerant with dye to detect leaks, for FREE, and its worked perfectly since. read more

This is a very professional and friendly dealership. Their customer service is top notch and everyone there is very helpful. My experience there was great and I would highly recommend this dealership to everyone. read more

Tim Rybinski provided our family with exceptional service. This was the smoothest car purchase our family has ever experienced, all through the help and kindness of Tim. We would highly suggest purchasing your next car with this dealership! read more

Wow - it's pretty rare that I've been treated so poorly by a VW dealer. For years I worked in Ann Arbor and took our Jetta and Golf to Howard Cooper. When my position shifted to Farmington, I took my car to Suburban for regular maintenance and episodic issues. I have a great deal of respect for the management there and was treated really well. We have been into Germain three times, once with the Jetta and twice with the Golf. It's been such a nightmare, that it's almost been a joke. The Jetta was having some stalling issues - and we were told that the fix was going to be more than $1200. When I took it to Suburban, they fixed it for $176. We would not have taken the Golf in next time, but I was off of work for a couple of weeks and it was convenient....they replaced two other pieces of my front end before discovering that the front ball joint going bad. Burned twice. I'll never go back again. read more

I don't generally leave poor ratings without first conveying my disappointment to a place directly but the repair/service portion of this dealership is really poor - I would argue even shady. I had similar experiences as other eaters here where pricey "fixes" were the order even when it didn't line up with the data. You take your car elsewhere and they fix it at a fraction of the price. My repairs went from over a thousand to less than $400 AND the other places actually identified the real problem. Had I followed the dealership I would have paid for a repair and needed to pay more later when it wasn't the right repair. As an example, I had a terrible leak in my car that I told them based on my observation appeared to be the windshield. Instead they assured me it was my antenna which would be around 600 to fix. And seal up right. They assured me that they tested the windshield and it was fine - no leak. I went and water sealed the antenna and the leak remained - hmmm. Went elsewhere that immediately identified significant seal failure on my windshield. Replaced and fixed $300. Of interest, it turns out my windshield was not original to the car (a detail the dealer didn't share with me at the time of sale...) and it likely wasn't done well. I suspect this was available data to the service area and this was a better way to go (ie blame something else more expensive and not their fault). If this was the only time I had run into this I would say it was a blip. Had I received even once reasonable customer service (never happened) at any of my visits I might have considered sticking with them. Instead, this most recent time, every question I had the answer was, "I'm sorry but..." Which was looking like a 2 week wait without my car. Went elsewhere and the only answer I got was "yes". I'll never get another VW and will never go back to this service center even if it's a dealership repair. I hope their management sees some of these comments and works to make some changes. None of them seem "whiny" or unreasonable - the common theme instead is horrible service - a fixable problem. read more