Ive brought my vehicle to the service department here for the better part of a decade, and I can honestly say I regret it every single time I do. The customer service is comically, and consistently bad. Call me a fool for hoping in vain that itll be better, more pleasant, or more convenient.On only the most recent occasion, Ive had (1) them renege on a loaner car with only a few hours notice, (2) had the service advisor not arrive at work in time for my appointment, (3) keep the car longer than originally stated with no updates, (4) not return my calls when I inquired after a status update, (5) lie (inadvertently or not, I dont care) that my car was still being worked on when it was sitting with the keys in it ready to drive away, and (6) break my dashcam mounting.I could scream my other previous poor experiences into the void here too, but Im sure if anyone reads this, Ive already made my point.Take your car elsewhere.

Avoid VW of Ann Arbor. This should be a zero star. THE worst service experience in the 39 years Ive owned cars. Improperly diagnosed problem twice which resulted in me being stranded many hours from home. Refused to check out cause my hometown dealer said it likely was. Recommended over $1000 of unnecessary brake repairs. When I came to pick my car up, it was parked jammed into the brush in the back of their lot. Repair done for a third time by my hometown dealer and the cause was what they told VW of Ann Arbor to check the first time. IF you own a TDI, make sure you carefully read the extended warranty. Heater cores fail a lot from FIX for TDI emissions. If you have a lot of time and money you dont need, they may be just the dealer for you. After all the headaches I went through, never got a call from the General Manager. I did get a refund after complaining to VW corporate.

I have worked with the service department multiple times now from warranty updates to detailing and it is always seamless. Most recently I had my interior detailed and the car looks brand new. The team is always professional and I never mind having to bring my car in. Thank you to the service team at VW!

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. Its 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.

I don’t usually leave bad reviews, but I have been SO frustrated with this location, especially my service advisor. They (She) acts sooo oblivious and confused about what is going on. They don’t offer any advice and just expect you to know what you need. In particular, my service advisor has been one of the most clueless and disrespectful person I have ever interacted with. She would always say she will call me back (regarding time sensitive information), but NEVER actually did. Then when I would try to call her back, she would constantly forward my calls straight to voicemail; only getting connected with her by calling main VW line and the operator forwarding it.Not only that, but it seemed like they/she WANTED to make you spend more money than needed. For example, I got my tires aligned after installing one new tire(F-L); however they did not even make sure the PSI of the other tires was correct. When I left, the car starting making noises/screeching in front F-R and gave me a warning that the (F-R) had low pressure... Upon evaluating the service papers, I also see the tred on the F-R was the ONLY one degraded (which they did NOT make me aware of)... like why would you not just tell me so i could get it replaced and then aligned just once?? Because they wanted me to install my tires two different times and PAY TWICE for alignment... that is so frustrating!My family has had many different leases and I have been to several different dealers for service; however, I have never interacted with such a clueless advisor and dealership that does not try to help you get your car back on the road in optimal shape. They want your money and that’s all that matters to them. Don’t waste your time and money, and DONT GO HERE!

Had to take my car in for an oil leak. Marty in service kept me up to date and helped get my car back to me as quickly as possible. This service department makes me proud to own a VW! Definitely recommend this place

Absolutely horrible service! They do not take care of your vehicle let alone the customers that are paying customers. They Do not use common sense here its almost a after thought for them from management to service are absolutely oblivious to treating customers property with respect!

VW representative Martin Ball was very professional and answered every question I could throw at him! He really knows his stuff about my VW model. I learned that it has an extended manufacturer warranty on it! He offered services my vehicle needs, but didnt pressure me to schedule an appointment right away.

I had a great experience with germain. Don our salesman went above and beyond helping us. Even meeting on his day off to test drive. He also got us to the price we were looking for. The reason for 3stars is I recently got my vehicle inspected and only to find out I have to put over $2000 into it. I feel the issues that were found would have been seen by the mechanic when they inspect vehicles before selling. Point of this is make sure you throughly inspect the vehicle if you can or get it looked at before purchasing.

Never answer the phone when you call. Never call back. Charged me for cleaning under my car when they had to perform warrenty work under my car. Didnt do the work I asked them to work on, Instead rotated tires and then charged me for it. Will not be doing any more bussiness wirh them any more.

Nice and quick service. Very friendly and helpful.Was able to get help right away through walk-in, although it was simple coolant fill-up. Very nice experience

Brendan has been very helpful in making sure I was a satisfied customer. It is employees like Brendan that gives going to the dealership a more relaxed feeling!Thanks again! Will gladly be back!!

I have nothing but positive things to say about Germain Volkswagen. They service our cars well, are communicative, and do their best to go the extra mile. Thank you, STEVE BALL, for being my super helpful go-to guy. You are definitely the best!Martha Andrews-SchmidtAnn Arbor

Did a great job checking out my emissions fault and actually did a hand wash, because the automated system would have ripped off my temporary tag. Nice to see for someone from out of town.

Servicing team that does the work is pretty good overall. Reason for 3 stars is due to an issue i had with my VW service package i purchased for my vehicle. Corp customer support suggested contacting the service manager of this dealership regarding the issue. He never returned my numerous calls or voicemails, so, Ive been skimped on an oil change i shouldnt have had to pay for.

Scheduled to get 3 repairs done, 2 where completed 1 was done right. For the uncompleted job, they waited until I was there to find out they didnt have the part. Best of all they never even told me that it wasnt done. I had to read through the documents to find out myself. Its tough to find a decent mechanic.

Awesome experience dealing with Steve and Marty in the service department. What was an emergency to me (probably just rough in for them). They got my car in immediately and had it fixed the next day. Super high praise for these guys and this dealership!

I moved from Pittsburgh to Detroit a year and a half back and tried couple of Volkswagen dealers nearby for service. There is nothing but positive feedback for Germain Volkswagen. Being a resident of Novi and having another very big on Cars Volkswagen dealer/service with 2 miles at Farmington Hills, I feel no pain driving 20+ miles for a 1000 times better customer service. Volkswagen of Ann Arbor know how to treat customer. I am an avid Volkswagen fan, and I love my car. It gives me peace of mind by knowing that, my car is with such a friendly staffs who takes care of me as well as my car. I wish Germain beat wishes with their business and hope they will keep up the tradition of well forgotten art of Customer Service.

For years, I had gone to the Suburban Collection Volkswagen dealership in Farmington Hills, as that is where I originally purchased my car. After many issues, I finally had enough and started going to the Ann Arbor dealership. I am SO glad I made the switch! They have been so nice and helpful, not to mention knowledgeable. The past few times Ive been in, Steve Ball has been the one to help me. He always goes above and beyond, and his customer service is amazing. Thanks to all that have helped me there, especially Steve. I will always recommend other VW owners (and those looking to buy a new car!) to them. Keep up the great work!

I have had numerous dealings with VW of Ann Arbor and a couple of people always come to mind. Firstly in the Service Departmant Martin Ball has been helping my family with a variety of cars for years. He always gives straight actionable answers and tries to help make the repair and maintenance process quick and easy. On the sales and administration side Ryan Rooney has always had my back. Whether its dealing with a corporate car, trading something in, or generally just being knowledgable and friendly, Mr. Rooney has always been helpful. He remembers my name, asks how I am doing, and gives me confidence that I made the right choice sticking with a VW Car. The rest of the dealerships employees are also always friendly and knowledgable and they will have my business for years to come!

The sale people are so helpful and informative! Thanks Eric for your kind help throughout the purchasing process. Also I have worked a lot with service department specifically Martin. He is a responsible, knowledgeable and extremely nice man. I do recommend this dealership.

I came here for maintenance. The team here was very helpful and friendly and they took pretty good care of me. I gave them a 4 because they are always swamped with people getting their car service so they seem rushed and way too busy for individual customer service at times.

My experiences with Braden Cytlak are everything you want with a service representative. He alerts me to upcoming maintenance, keeps in regular contact when my cars in for service, and is willing to work creatively with me when things go wonky. I give him five stars and recommend him highly.

Would give 0 stars... brought in my car to be fixed with “cylinder misfire” codes. Long story short while going on my 24 hour drive my car broke down 1/3 of the way and had to get it repaired at another Volkswagen because of “cylinder misfires”. Clearly not your best bet

Worked with Brayden at VW of Ann Arbor service department, exceptional. Out of town in Ann Arbor, took my Passat in for a oil change. He identified faulty valve issue. He got it fixed with only 20+ miles left in my powertrain warranty! Without him going the extra mile, I was most likely looking at a $1,000 repair once I returned home. This was the definition of proactive customer service. I only wish I could buy my next VW here if I lived locally. If Brayden is representative of the overall service culture at this dealership, I would encourage all to visit for all your VW sales and service needs. Impressed!

Because my car looked like brand new after my recent service appointment with Marty at Volkswagen of Ann Arbor I wanted to thank Marty and the team at Volkswagen of Ann Arbor publicly. The car runs great and looks great they returned it to me as clean as the day I bought it after 57,000.00 miles. I also had a chance to look at some of the new VWs and I have my eye on a new CC. Ill be back.

Found my perfect car here! recommend this to anyone who wants to be treated well 😃👍🏼

Ive had positive experiences with this dealership so far. Ive never been a fan of dealerships and having to deal with what comes along with doing business with them. With that said, I finally pulled the trigger on a brand new car. VW of Ann Arbor had the exact model + options that I wanted along with a better selection than most other VW dealers in the area. Nimer and the sales manager did a great job at working with my situation and I drove off pretty satisfied. I just had my first service appointment and it went well, however it seemed that they were swamped and possibly understaffed? Either way it was a positive experience for me, they took care of me and I was out within 45 minutes or so!

Upon informing the receptionist that my new GTI had generously donated all of its coolant to my apartments parking lot, she immediately suggested that I try picking up some diesel exhaust fluid to remedy the issue.After taking a moment to breathe, I called back, got through to a service adviser, and everything went smoothly after that!

Went to the dealer to inquire about a rust warranty and my name and number was left for the guy who handles corrosion warranty. About 2 weeks later, I still received no call, so I called them. Finally a couple days later the corrosion guy calls me. After taking down my vehicles vin and info he said he’d call me that day or the day after. It’s been about a week and a half and still no call back. Service seems kinda slow. Staff is helpful and friendly though.

Ive had all of my VWs serviced here since 2005. I am disappointed to say that the customer service has declined a great deal. And I would like to add that the service advisors look like they are overwhelmed & unhappy. They no longer seem to be engaged. They also need to consider making the team more diverse. Theres no women or people of color working as service advisors. Its stiff & starchy there, they dont seem to be enjoying their job anymore. Old music playing over & over again. I didnt enjoy my experience this go around. Sad about the customer service declining, especially since I just got my son to buy a VW from here 🙄🙄.

Looked online and found a car I was interested in so I came to this location yesterday. When I got there to check it out 5 different employees looked at me checking out the car but no acknowledgement. Needless to say, I took my service elsewhere.

We just purchased a used certified VW Passat from Germain VW of Ann Arbor. Heather was great and we never felt pressured to buy a car. The entire process was great from start to finish. We recommend Germain VW of Ann Arbor. Thank You!

I purchased a certified pre-owned vehicle from this dealership in early September 2017 and have had customer service issues with them ever since. A warranty came with the vehicle and when I requested the windshield be replaced on it the DAY after I drove it home, it took 5 phone calls to separate departments and supervisors until NOVEMBER for the windshield to be replaced. I was promised some kind of compensation for the excessive, unnecessary wait which was never fulfilled. Today I called back to sign up for the VW Care package (maintenance for oil, filters, belts and tire rotations), which I was offered at sale and told I could purchase ANYTIME after the vehicle was purchased, and the representative chooses just now to inform me that it had to be purchased before 50,000 miles when the car was at 44,000 when I got it. I do not recommend this dealership to anyone who cares to be respected as a customer. It is so clearly about the money to their sales team, its revolting!

Ryan and Chad I cannot thank you guys enough for your great advice and professionalism. Nicest most considerate car sales person and manager.

I visited them to pick up parts for my 2003 vw jetta. Not only did they have my parts on hand but they were also extremely friendly and fast! Would recommend, 5 out of 5

Theyre amazing. this is the only car dealer where Ive had a positive experience :)

By far the worst experience Ive had with any car dealership. No respect for customers time or loyalty. On one occasion, I was told that services would take two hours, so I waited, only to have the service take > 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 were working on it. Hang in thereShame 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 didnt have one for me. I was generously offered to wait for the car all day. I work full time, so this obviously wasnt 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 arent 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 dont 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.

From the moment I walked thru the door until I left with my new convertible Beetle the service was like a fine dining experience. I was greeted at every opportunity by everyone. They were methodical and professional. They turned my wants into reality within 24 hrs, fantastic service. JP Lammers has a great team.

Over the years, I have had excellent service with Germain VW of Ann Arbor. They are consistently top-notch. Phil Kaiser, in the Service Department, is both friendly and highly-skilled. He is proactive in getting me information, and he always works hard to make sure that our vehicles are taken care of quickly and effectively--the first time. In addition, Eric Gedeon in sales, has always been a pleasure to work with!

I recently purchased a pre-owned vehicle from the Germain group. My salesperson, Heather, was very professional and helpful. She was very honest and informative in the process of the sale and was not aggressive with the transaction like some car sales people. I got the car for a fair price, and the staff in the dealership overall was really friendly.The only downside is I was told there was a complete inspection/safety check on the vehicle, and upon receiving the vehicle I learned the next day that I could not move the drivers seat up/down, which I would consider a safety issue, due to a lack of visibility. Unfortunately, I had to drop an extra $500 to get this repaired at another dealership rather quickly, for my visibility was impaired and it was hard to drive the vehicle. I wish this would have been addressed in Germains inspection of the vehicle.Overall, I was happy with the experience and would definitely recommend anyone to purchase a vehicle from VW/Audi/Porsche of Ann Arbor, especially from Heather!

Sleazy!!!!There is NO good faith quote from this dealership!They are typical dealership giving you price and PLAY you with this quote and that quote, the salesman is the Good cop, the the sale manger is the Bad cop.Seriously, you want a good deal, go to Grand Blanc Al Serra auto plaza.We were willing to buy a last year model with 370 miles on it, they wanted a full price after dealer hold back:Greedy, greedy and sleazy culture!!!

Multiple staff members make little effort to communicate on updates to repairs, administrative tasks, and general Volkswagen knowledge gaps. Repairs often take longer than quoted.

Friendly staff, good service, professional.Saturday opening will make it even better. oh, and a little bit more snacks, please.

Great sales and service for your VW!

I took in my mkV rabbit for some routine maintenance and a few questions. Not only was the car done in an efficient manner but the staff went above and and beyond to answer all my inquiries. Completely satisfied!

Awesome customer service. Much thanks to Jeff Williams and Jonathan McClair for helping us purchase our brand new VW CC Sport!

This was my second visit to the dealership since it was sold (S2000 and Jetta), and can echo what others have already stated: The staff have been courteous, quick, and competent.

Zero communication, does not return voicemails or emails. Poor workmanship, have been fighting to get damage done to my car fixed. So far they dont want to fix the engine they destroyed

Wonderful experience leasing my passat!! Everyone was extremely helpful and low pressure.

I brought my vehicle in to get a vibration and shaking of my steering wheel fixed, I was adviced that my emission needs to be fixed as well and that its covered by my warranty. A date was agreed upon and I dropped my vehicle off for 3 days. I went back to pick up my vehicle on the 3rd day only to find out no work was done on my vehicle. Very disappointed and frustrated with luck of communication and failure to fix my issue. I will never advice anyone to use this dealership.

We bought two vehicles from these guys 5 years ago, and have always gone only here for service. We have always had excellent, knowledgeable & friendly service from them. It must be working, because no troubles at all yet in combined mileage of over 120,000.I did ask them to magically transform my VW Jetta into a Porsche 911, and they failed miserably on that particular task, but otherwise they have been flawless.----------------- update Autumn, 2018 ---------------------------------------Since I wrote this review we have purchased 2 more cars from here -- both Golfs -- and we have still never had a noticeable problem with any vehicle. I guess this means that (1) the products are good, and (2) the service is keeping them happy & healthy. I feel that these Golfs we got recently are the best cars we have ever owned. (Although I love my 2010 diesel Jetta and I will never give it up.)Still no progress on transforming a Jetta into a Porsche, however. Its probably just as well....

Great experience with purchasing a CC. Sales is really nice, and his name is Dennis. Some people might have bad experience with their sales man, but not this guy.

We walked into Germain VW of Ann Arbor to look at Touregs and Tiguans on a busy Saturday without an appointment. Heather greeted us, finished with another customer, and immediately went about making us a priority.My husband and I are both young professionals and we needed to replaced my daily driver. At a few other dealerships in the area, we werent taken as serious buyers--much to our frustration. Heather was not pompous or rude--she was delightful! Heather took the time to listen to our needs, even when some were rather specific or odd.We ended up test driving 3 vehicles, 2 VWs and an Audi. We loved the new 2017 VW Alltrack and felt like Heather really listened to our needs and help us choose the best vehicle. At no point did we feel like Heather was pushy or trying to sell us something we didnt need. She simply gave us a great amount of practical information and let us make our decision. She was incredibly knowledgeable and was able to answer all the questions my detail-orientated, engineer, gear-head husband could come up with. If youre a gear-head, Heather is your guru! She has practical experience working on vehicles and actually knew what she was talking about.I also need to note how Heather really went the extra mile. She stayed late (over an hour) twice to accommodate our schedules. She took the time to walk us through the features of the vehicle and really made sure we were happy.I also want to note a rather unusual event that happened while we were at the dealership one day. A gentleman, who I suspect was homeless and struggling with his mental health, came into the dealership and was causing quite a commotion. Not only did the employees of the dealership handle the situation with grace, they were incredibly kind to the gentleman, did not just kick him out or call the police as some businesses in the area do. I was very touched with the grace and tact that they handled the entire situation.I would happily recommend working with Heather and Germain Volkswagen of Ann Arbor. We will definitely be back!

I had a very positive experience at Germain VW. I needed to get the DSG transmission fluid change and a synthetic oil change and needed an estimate for the service. (Prices vary widely by dealership). Marty (Service) was able to give me an estimate that was right on, and actually came out less with the online coupons they had available. More importantly, the service on my TDI Jetta was done correctly and is running PERFECT! Thanks Marty for your assistance! Mike

My sale rep Dennis, was very helpful and made the whole process a breeze. They helped me find the car I wanted and got me some super low payments.

I had a great experience at Germain, Tim Rybinski is my salesman, he did everything possible to make sure my wants were covered and my new Jetta GLI is a great car!

I have never seen such friendly, helpful service!

Purchased a new Passat TDI from VW of Ann Arbor in March. Loving the MPGs. Eric is a friendly and very knowledgeable sales person.

The worst VW dealer in town. Please stay away. I take my 2006 VW Passat with 86k miles to them. They not only created an explosion in the engine but decided that the issue is not due to their poor service.Arrogant and incompetent service. Even if you have to drive 30 mts, it is still worthwhile taking it another vw dealer.I took my car to them for low oil pressure and my car is worth nothing now.

I recently bought a new VW Jetta TDI. The sales person, Tim Rybinski, was very informed, and very helpful throughout the entire transaction. I would recommend Germain VW to anyone.

Remarkable service. Had an unexpected problem with my VW. They got me right in and had my car back to me earlier than planned.

Extremely slow service. Nice customer service attitude.

Terrible customer service. Its difficult to get a hold of the service team and they dont always communicate whats happening with your vehicle when it is in the shop.

Great customer service and car service.

Great customer service!

The service is amazing as is the politeness.

Service and repair are too expensive!

Massive communication issues and inability to take ownership of mistakes on the part of staff. Avoid this dealership.

Excellent service.

Wouldn’t go anywhere else.

Love Volkswagens

Great staff!

Great experience

Friendly and professional