Do not go to this dealership for anything service related, You will be talked in circle and not actually get your car fixed and just have headaches after headaches. VW does not stand behind their product and from the 2 brand new VW’s I have purchased their products are pretty terrible build quality. I trust this review has helped you regarding this dealer’s attitude towards customers, also I would recommend double checking any work that actually happens on the car after you get it serviced by them, nothing is more infuriating than having to FINISH something a dealership tech started. I am not mentioning many small details but I attempted to get the most important bits in this. Thank you for reading and if you’re in the market for a new vehicle I would recommend not trying VW, and if for some reason you do, Please steer clear of this dealership. --posted after the response from the dealer, I had a CV boot replaced from them, vehicle left the dealer with loose suspension components(outer tie rod and sway bar links). I had to tighten those bolts to spec in my driveway. In case anyone reading this is curious on to what VW considers "Serious modifications", The car is on stock struts and lowering springs. This response is a joke. I suggest anyone reading this to steer clear of this dealer.

This past Thursday April 28th I Called the dealer to make an appointment to see the new Taos and Tiguan models and finance options at my fathers request. Once we arrived at the time of the appt, we were greeted by a sales rep who never introduced him self and seemed to be extremely rushed. I briefly told him the reason of our visit but he seemed very un interested and serious, with a blank look on his face, no smiles just business, although there was not a single customer there except for us and the staff. Our goal was to get my father to sit on the vehicles and become familiar with the models, and then see which one of the two he wanted to purchase. Instead of asking and learning about our needs, the rep asked “how much to do want to pay a month? To which I responded “pay for what? We have not seen the vehicles yet. I then guided him back to his desk are to see if he would take the lead on showing us the cars, but I could tell he just did not want to do it. Not sure why, at this point I just told him I felt uncomfortable and we would go to VW Elgin instead. We were in and out in 5min or less. I later found out the name of the sales rep and called to make a complaint, I was told management would call me about the incident but no one has. It all was better once we arrived to VW Elgin, we were treated the best possible way and are now waiting delivery on my Dads new car. I would not recommend visiting Crystal Lake VW

They are probably the least helpful people i have ever met when it comes to service. Dont take your car here for any kind of work. First off they had my car in their shop for over 2 weeks for a job that takes 6 HOURS. They gave me no loaner car so I was without car for that time period. And when I tried to contact them with updates they would tell me" its almost done." Each time... finally I got fed up with it and went into there shop and asked why its taking so long. They gave me a response of "we have some emergency vehicles we have to do first" so I'm not considered an emergency vehicle when I am without a car and have work to be at? Then I take it back to get looked at a few months down the line because I hear noises obviously from the work they did. Again they try to play off that they are not at fault and saying that my car has too many after market parts involved so they can't even touch it now.

Purchased a CERTIFIED USED vehicle on May 7, 2022. Car was parked in our driveway until May 11, 2022. Went out and realized that air conditioning wasn't operational. Called service and was given appointment on May 12, 2022. Appears that the AC Compressor is not working. VW warranty dept had dealer service change a valve, didn't fix the issue. Compressor ordered and delivered to dealer on May 20th, still missing some tube needed to install Compressor. Tube ordered and supposed to be delivered sometime next week, which will be Week of May 30th. As of today, May 26, 2022, car is still in the VW shop with no completion date available. Have owned car (2019 VW Atlas SE) for almost a month and have only had possession for 4 days.

I would love to put Zero star not even one star unfortunately I can’t. An absolute waste of time. Drove 1 hour to come see a car (Atlas) we were really interested in. They did not welcome us and are so disrespectful. You guys need to be trained on how to talk and treat people before anything else… Horrible experience

Check engine light on. $280 to diagnose. $1800 to repair. Sensors.

Starting with my first visit I was pleasantly suprised by the easy going low-pressure sales treatment I recieved. I was there to check out a commuter car. Max W. Was my salesperson. He was patient, friendly and personable. He answered my questions and didn't push for a sale. I left to do more of my research on the right car (between VW and about 3 other brands). In the end, I chose VW from past experience, what the brand offers and the right price. In part, also because of Max's low pressure approach, which definately helped make the decision. On the day of the sale everyone was friendly, welecoming and the atmosphere was comfortable. The purchase process went really well. The facility was also very clean and inviting. All and all, everything I could ask for in a new car sales experience. I highly recommend looking at Crystal Lake VW if your in the market for a vehicle. Go Jetta!

The worst dealer ever with very bad service department, unprofessional unfriendly they over charge

They actually had a used car with a huge crack in the windshield that they had no intention said the manager of fixing prior to the sale. They used to be absolutely awesome years ago how things change.. someone just answered this saying I should give them a call to discuss the vehicle it was a CRV but I'm hearing impaired so that is an impossibility. What I'm saying is the truth I had my son with me. We were really interested in the vehicle but I've never heard of anyone selling the car with a gigantic crack in the windshield this was not small this was very large this is an update to my previous posting

VW mechanics do a poor job of analyzing the problem upfront. They guess what may or may not fix the problem. Car was brought in at 3 different occasions within days. 1st visit $1501.41 charge, 2nd visit $294.51 charge and 3rd time was told needs new timing chains for another $4500.00. I didn't approve this expense and the car was on the lot with a dead battery. Brought the car to two professional mechanics and ultimately diagnosed a faulty relay switch that was bad. Tested and re-tested and the timing chains are inline and synced.

Amazing place to be every day!

Absolutely a great dealership! Very organized.

Got a great service and friendly customer care here after VW Elgin has refused to help at all. My Tiguan needed the alignment.

Without a doubt the worst vw I’ve ever done business with

Update: I was going to delete this because they said it wasn’t their team that sold me the car, then I realized I mistakenly said I purchased this car three years ago but it was actually two, August 16, 2018. Therefore, it was their current General Manager that was in charge, and they would not have handled it differently like they said in their response because obviously they did not. If you are purchasing a used vehicle make sure you have it looked at by an independent auto mechanic, you have one month. When I brought the used Hyundai I bought from them in for the first oil change I was informed that there was metal in the oil and the motor was shot. They would not do anything to make it right and either they didn’t look the car over or they knew there was metal in the engine. I should have done the review when it happened three years ago but let it go. However, today I asked them to stop sending me emails because of the bad experience I had with them and they returned a very rude and sarcastic email back to me. Now I feel obligated to at least warn people that if things don’t go well they are really quite awful about it.

If anyone needs service I reccomend going here. John brown the service advisor is the best I would always ask for him, And all the techs are super nice and answer questions! My steering wheel they replaced was off by a bit and they fixed it right away, they always get you in and out as fast as possible and if not they try to get a loaner for you. Amazing dealer with super friendly people.

Professionalism! My sales consultant was most helpful and honest. He was aware of my budget, what type of car I was seeking and my time constraints. The actual purchase of my car was quick and headache free. My overall experience was fantastic.

Me and my husband went to crystal lake vw in search of my very first vehicle we saw online that they had exactly what we were looking for! Once we got there we were greeted by Derek and Bruce who worked together to make us feel comfortable during this big purchase. After we drove the vehicle we knew we were not leaving with out it! Frank was one of the sales managers that took care of the pricing for us and make the whole negotiation process easy and painless, Trevor the business manager did all the final paper work and was able to get us in and out with our sitting in the dealership for hours! Great team at crystal lake vw and we will def be back in a few years for a newer model!

Be careful of finance department. Trevor errored in writing down the payoff of my trade by $10K and then they come back asking me to write a check for the difference. Why he did not wait for written confirmation is troubling. In addition, they stated they were sending me documents I signed electronically, which they did not. What's interesting is they act like it's my fault because they made the mistake. Now I have had to engage my attorney to deal with this. It's like they were trying to bait and switch related to getting a lower payment to get me to sign. I have bought and sold 20 plus cars and trucks and have never had such a bad experience.

Let me start by saying that I did not buy my Tiguan from Volkswagen of Crystal Lake but I did take it there for service. I was met by a young man named Kyle, the service advisor. He was very friendly and knowledgeable and professional. Not only did he take care of my car but he kept me involved in the whole process which I greatly appreciate. I am an old man and I do not impress easily but Kyle managed to do so. He may very well be the reason I return there next year to trade cars. As I have learned over the years dealerships survive because of their service departments and Kyle is a credit to this one. I hope this review helps you decide to visit Volkswagen of Crystal Lake.

Recently bought a used Honda Civic from a different dealership, and was not happy with the purchase. I came here, and the staff made the trade-in process really easy. I bought a new Jetta GLI, and couldn't be happier with the car. Bruce Jones was great through the whole process, wasn't pushy and was extremely knowledgeable about the GLI. I'm really glad I bought a car from such a friendly place!

John, the service advisor got me in at the last minute for an oil change. He was professional and prompt. Not his fault but I was suppose to get a video from the service tech but didn’t get it. The shuttle to work and the return by driver Collin was safe, professional and courteous. Your people work hard!

First time visiting this location. Service was quick, friendly, and detailed. I personally loved how transparent the service process was. The mechanic took a video of the inspection that they send to you via text and/or email detailing each step. They even brought out the cabin air filter to show me how dirty it was which made my decision to have it replaced that much easier. And the free car wash upon completion was a nice touch. I look forward to going back knowing my vehicle is in good hands.

I came here for the first time, staff was great, courteous, professional and knowledgeable. I was treated like family here! Great selection of cars.

I had a wonderful experience at VW of Crystal Lake. I worked with Brandon and Bruce, and they made me feel so comfortable throughout the process and I left confident that I got a great deal on a great vehicle. To start, they took the time to understand what I was looking for in my purchase. They were patient and accommodating in walking me through my different options without being overly pushy like you experience at some other dealerships. It was so refreshing having a positive experience at a car dealership after having several negative at other places. I can't recommend VW of Crystal Lake enough!

The service advisor, Brandon, went above and beyond with his service. They did not have the part that needed to fix the vehicle, so Brandon went to great lengths to locate one at another dealership to avoid a fee for the new part. His customer service was truly that of an exemplary employee and human being. Wish this was more Brandon's out there in the service industry.

Jamie and Brandon were great and easy to work with - made the car buying process smooth and painless!

I had to get my windshield replaced and Rich in service was very, very helpful. He went above and beyond helping me deal with my insurance company get everything sorted out. He was very knowledgeable and trustworthy. I plan on continuing to take my car to be serviced here because of this experience.

Brandon, Reilly, Trevor, and the VW Crystal Lake team came together to facilitate a quick and painless sales process. We went from initial phone conversation to sign and drive in 24 hours, no fuss, no muss. They also helped with a vehicle software update with an immediate response and same-day coordination with the Service Dept. Great experience all around!

Very nice dealership! Very nice people. We bought a used car from them. Very pleasant experience. We only spent 1 hour in the dealership for our entire purchase, test drive, and financing. They had everything ready for us to sign the car was cleaned and ready to go.

I am still not satisfied that I am being told that it will cost me $400 to recalibrate the front assist sensor that disabled cruise control through no fault of my own. It just stopped working one day parked in my driveway. Otherwise, service has been satisfactory.

I come to this dealership because they always give me excellent service. I like their waiting room. They are always honest. This time I want to recognize my Service Advisor, Kyle; who helped me out with some merch. He is friendly with customers. Kyle helps problem-solve and he is willing to go the extra mile!

The service was quick and thorough. The service writer explained everything that was done and needed to be done. The inspection video that was sent to me was awesome. I love that added service. It helped me understand what services my car will eventually need and what the status of all the fluids are.

Absolutely outstanding customer service! Two days before a hiking road trip my check engine light came on. I contacted the service department and their next appointment was the day I was scheduled to leave. I explained my situation and not only did they squeeze me in the next day, they quickly resolved the issue and made sure I made my trip. You guys are AWESOME!

The environment is clean, the people are friendly, the work done was straight forward and explained to me both before and after completion. Overall, an experience that meets or exceeds all my expectations. And one of your service techs put me on to a windshield treatment that I applied and it's working great!

I appreciated the transparency during price negotiations. However, the sales team did nothing to increase our knowledge of how to operate the new electric ID.4. We had to reach out to family and friends who already own one to learn not only how to charge and operate the car, but all the nuances of the very dense/very difficult interface for setting options within the vehicle. We still don't know some key things about the car.

Great customer service! First dealership to ever treat and take care of me in such a kind and respectful way! It was the easiest experience buying a car I have ever had. I appreciate them very much! The whole staff was kind, friendly, and curteous from the first phone call to the end of the sale. I recommend buying your next family vehicle from them. Thank you to the whole staff, especially Leah, Jake, and Trevor! You guys are awesome!!!!!

1. Called to make an appointment for flat tire and replace cracked windshield. Gave VIN for Car at that time. 1a. Was told great you're still under the warranty - IF YOU KNOW THAT TIRES AND WINDSHIELDS ARE NOT PART OF THE WARRANTY THEN DO NOT REFERENCE THE WARRANTY 1b. Was told windshield would need to be replaced based on my description, told it would take a few days to get new windshield and did NOT HAVE A LOANER CAR AVAILABLE. - I opted to get windshield replaced at Safelite because of this info. 2. At appointment, waited at the dealer 2 hours to be told that the tire could not be fixed and needed to be replaced - How is 2 hours reasonable for a flat tire to not even be fixed or replaced especially when an appointment was made 2a. Was told tire they did not have my tire in stock and needed to order a new one. Was told they would put a different tire on and I would come back into get the correct tire. 2b. When they pulled my car up, nothing had been done and donut was still on car. was then told that they would not put a new tire on the car and the donut was fine. (NOT FINE AS I DRIVE A LOT FOR WORK AND NEED TO TAKE HIGHWAYS) 3. Was given a loaner car - was originally told there were no loaners available. 4. Was told that car would be ready that evening but I was unavailable to p/u car before 5pm. 4a. When I picked up my car 2 days later the work had still not been done even though it was supposed to be ready 2 days earlier. Took an additional 30 minutes to bring car out.

My husband and I appreciated how not pushy the staff was. They answered our questions without placing extreme pressure, which we loved. Daren gave us a nice discount and explained things well.

Service staff are always welcoming and efficient. Even though the scope of work changed they accomplished it in a timely fashion. Plus love the car wash!!!!

I walked in thinking I was going to want to lease a Jetta. Without being pushy the staff explained how the market was more suited to buying and helped me find the best purchase for my budget. The staff were all very friendly and helpful. They even let us take one of the cars on the lot to grab lunch because of how long the financial process can take. Will happily recommend VW of Crystal Lake to anyone!

Jim Clinton is a very welcoming and cooperative agent. I traveled to buy my first car in the USA from them and he arranged the whole thing. He even manages to get a discount for me. Although it was not his workday, he came from his home and was waiting for me there. He was so kind as to give me his personal cell number and did not let the thing for the caller machine just to make sure that everything goes perfectly. I did the driving test of the car with him and he was very sincere and honest about it. I was glad to deal with Jim and I had fun doing that. We shared a common passcode between us to make the deal successful and bring us luck. He was very good at saying, memorizing, and deciphering it. This code was Inshaa'a Allah. I wish that there is space to post a photo here. I would post the selfie I took with Jim :) Since I am from another state, it took some time to receive the papers for the car and during that time, I contacted him multiple times and he was very helpful and informative as if I am calling him for the first time. He returned to me with information about the delivery and even sent me the track ID for the shipment. I like to double or triple check things. I bought a used Honda CRV from them for a very good price so I took it to a Honda dealer to check it thoroughly and found that the car is in very good shape and that Anderson Crystal Lake and their agent Jim were so honest, Alhamdulil Allah. I call him "Clint Eastwood" of Crystal Lake. You should go, see and deal with him.

This summer I was a first time car buyer. I was nervous to deal with the pressure you typically hear about when purchasing a car. However, from the second I walked into the Crystal Lake Volkswagen car dealership, Frank made me feel comfortable and at ease. He was patient, answered all my questions and made the process a breeze! I highly recommend working with Frank and the Volkswagen team.

Although I am not of fan of my Volkswagen car (2009 VW Tiguan as it has caused so many issues for me) the repair department was quick and fixed the issue that I had come in with. For a back story, I brought my car to a different mechanic not associated with this dealership and they screwed me over and did not fix the problem of my car. That mechanic had my car for over 2 months, took my money and the car still had the issues. I had to have my car towed and Volkswagen fixed what they needed to fix in less than a day. the service was QUICK and up-front about their costs. For me, communication is my number one priority and Volkswagen of crystal lake did that in a timely manner. I'm not sure of newer models of the car, but i would definitely not recommend the make and model of my car, my check engine light is on AGAIN. If you buy a Volkswagen, make sure you have a lot of money to use for repairs. :(

These guys without a doubt are some of the best to work with in the VW brand in Illinois. I looked far and wide when looking for my Golf R back in 2016 and these guys worked with me on my 2011 WRX trade. Got a great rate on the 2016 Golf R and enjoyed every minute of the 3 years I had with the car. At the end of the lease they made sure to take care of me also. We without a doubt will be back and I cannot recommend this dealership more. I love performance cars but I love great service even more. This dealership delivers on that 100%.

Great attitude towards helping their customers, just short of giving me a new car. Ha ha like that would ever happen. Very helpful, as they explained that they needed to order parts. Good peeps to deal with.

There service was fast and curious the service manager was helpful. I would recommend this dealership to everyone.

Probably the least helpful people Ive met when it comes to service. Dont take your car here for any kind of work

Get my car serviced here all the time. They are always very nice and usually get me in for oil changes when I just pop in without an appointment. Inside is very clean. The building is pretty new. I always hated going to dealerships to have work done on my car, but have had a change of heart with my Volkswagens. Volkswagens take specific oil and I only like authentic VW parts in my car. This dealership has also given me a loaner car when I am not able to take a day off work to bring my car in!! Very cool of them.

The staff and everyone is wonderful and so very helpful. They made me so happy and helped me learn so much about my new car!

I would really like to give a big shout out to Adrian who helped me at VW of Crystal Lake. Even though my boyfriend and I ended up falling in love with a car at another dealership we went to, I would still really like to give praise where it’s due. I’d like to thank Adrian for being patient with me. He was very proactive and prepared by pulling up the vehicle for me, making sure it was clean, looking over the entire car and answering all my questions. He was very responsive to my calls and emails and never rushed or pressured anything. Thank you Adrian. The Acura I went to see is in perfect condition and you can tell it’s been well taken care of. I was impressed by this. It was clean, ran great and it’s gorgeous! I was happy to see they sell nice cars. The manager, cashier and the other Salesman I spoke with (Max) were very friendly and helpful as well. Thank you all. I would recommend Adrian at VW of Crystal Lake. He’s friendly, professional and always ready for you. Thank you again, Adrian!

Always happy with service at this dealership.

Very competent and friendly people from sales to service. You get a sense that the owners care about their employees and customers.

Best prices around

Pleasant experience, and the staff was overall pretty nice.

(Translated by Google) Buy one hahaha (Original) Compre uno hahaha

Good

Great dealership and professional staff. Thanks

Took my car in to have a noise looked at,all covered under warranty but this dealership is one of the best I have worked with. So thankful that it is so convenient for me but I would drive out of my way to deal with the service department. Something as simple as washing clients cars and just being friendly goes a long way these days. Thank you!

Took my car in for service. Very helpful and explained in easy terms of what was wrong with it.

Quick, attentive service.

Needed a replacement for my 2016 Tiguan destroyed in a crash. Wanted something in place and prequalified for so when I got the official word of my vehicle being totaled I could get a replacement immediately. frank m made it happen! When I got the word on my own car I called frank up and he made the process super quick and easy. Very low pressure sales and everybody was amazing! Very glad I purchased here.

Dealer Christina was over all professional and helpful. Deal it self took long time to workout (5hrs) Was not happy with financing with a service called shadow car deterrent plan kind of snuck on us. Was told it would probably lower are insurance coverage but did not. We test drove the Tiguan on a snowy day and it handled great.

The facility is amazing, and their staff is outstanding. Frank helped me decide which vehicle to get without pressure or pushing. Alan has been so consistent, helped me with ways of taking care of my new VW Tiquan and overall a very happy serviceman. I could not be more grateful for this place.

Very good overall

Best service dept I've had in the car rotations. we're on the third new VW from this place and we've found buying cars is low pressure, and the service dept is top notch. I've only done warranty or recall work, and it's been excellent. It's certainly not a cheap place to go for an oil change, but that's not really a thing with VW. Expensive parts and expensive out of warranty is sort of a VW thing in case you didn't know. Factory warranties went from 3 years, to 7, and now down to five. Loaner cars or rides back and forth to pick up my serviced cars has always been available. Really good free car wash with service.. worth at least 18$ if compared to a Turtle Wax wash.

Alan in service is the best! The whole staff is awesome! Our new dealership! Adios Fox Valley Schaumburg!

The whole Volkswagen family was great from the receptionist to salesman to the finance guys the managers where great helped me get into car that worked with my budget and have all the features I wanted would recommend this place to anyone definetly coming back for future cars

Good folks. Minimal BS car buying, which is harder to find than I imagined.

Excellent dealership!!

Enjoyed my car purchase. I’m pleased with the sales, the service and delivery. Love love love driving around in my new car!!!!!

I wanted to buy a car...they had cars for sale. Worked out to be mutually beneficial.