First Team Volkswagen in Roanoke, VA

In the interest of keeping this review as short and succinct as possible, there are two reason I would not recommend First Team Volkswagen. Firstly, they are sneaky and like to hide things in contracts and lie their way into getting more money. Secondly, their service department is a total nightmare. In starting a lease on my car, I was told that the dealer offered unconditional price matching, a bit of a stretch of the truth. While they did match the price of an identical vehicle at another dealership, my salesman, Jason, was very skeptical about doing so even after seeing the ad for the other vehicle. Jason went as far as calling the other dealership to make sure that the price was correct. After this, I was told that the price I requested that they match did not include destination charge, something that I would later find out was not true, and so they would match the price but then add about $800 for destination charges. At that point, I had grown impatient and just accepted the story and their pricing. Continuing with the same lease, I VERY EXPLICITLY requested that the VOLKSWAGEN Factory Service Plan be added in to my overall payment. I requested this plan because I live in two different places during different times of the year and like the flexibility of being able to take the car to whatever VW dealer I want to have it serviced, a fact that I REPEATEDLY mentioned to both Jason and the sales manager. After reviewing the paperwork, I found that I was overcharged by about $150 for my service plan. When I questioned this, I was told that I received the "First Team VW Service Plan" and that it was better (it was not). I insisted that this be changed to my initial request, and after several (4 or 5) grueling conversations with the sales manager defending my decision to have the VW Factory Service Plan, I was refunded the difference. Yet another negative was that the sales department was not willing to pay me even close to book for my trade until I set the papers down and started to walk out, at which point they got a lot closer to the appraised value in record time. All in all, a process that should have been easy and taken an hour or so ended up taking 3 weeks, all thanks to First Team. Secondly, the service department is dreadful. They say that you may call and make an appointment and wait for your vehicle while it is in service, and that they don't offer loaners because their service takes less than an hour. What they don't tell you is that they are constantly overbooked and repeatedly try to pencil others in at odd times, making your wait longer and leaving you stranded at the dealership. While they do offer a shuttle service, that does not help much if you live outside of Roanoke. Also, the service manager Woody is a major jerk (Pardon my use of the expression, but there's not a nicer way to put it). He has repeatedly gotten sarcastic and rude with me in the past when I ordered parts to fix my last VW myself. I was once told by Woody that I shouldn't even be trying to turn a wrench on the car if I wasn't a VW mechanic. Never mind the fact that I was very familiar with the engine, and the car in question was both owned by me and far out of warranty. Overall, I feel that every time I go to First Team I am disrespected in some way: be it having to justify my decisions on what I am purchasing as the customer, having my requests disregarded, having to wait forever for my car to be serviced even though I scheduled far in advanced, not being given a service loaner despite living out of town (I would be more than happy to drop it off the day before and pick it up the next day when it is finished, if I received a loaner like I do at other VW dealers), or being talked to like I am an idiot or a child by the service manager. First Team is not a class act. As an alternative, I would recommend either Flow VW of Winston-Salem or Terry VW of Lynchburg if you are in the NRV area. While both require a good bit of extra driving, they both have friendlier staff, better amenities, and overall a higher sense of integrity.

Our salesman Steven Waskey made our buying experience very enjoyable! ! He was patient, very knowledgeable and was willing to do whatever it took to make us happy!! We would definitely buy from Steven again!!

Called multiple times left a,message and NEVER Received a call back. Horrible service

I had a WONDERFUL experience and walked away the proud owner of a new Jetta. Jason Garner is an AMAZING salesman and made the experience even better! He went above and beyond. I will definitely recommend him to anyone looking for a car! :)

NEVER AGAIN. Purchased one of the diesel TDI (emissions scandal cars) in 2013. The salesman was great and the car wonderful! My problem came in today. We turned in all our info for the buyback and scheduled our buyback appointment...first available JANUARY 5!? Drove over to the buyback lot and the employees there had nothing to do. The "Ambassador" for VW was there and explained to me they had no appointments coming in or scheduled. I asked if he could go ahead and take my car. He said no that I needed to contact VW. VW told me to contact the dealership (First Team). Dealership was helpful but put the blame back in the court of VW and offered to take my car any day the following week but it would have to be scheduled through VW. After an entire day of the runaround, VW finally just admitted they had "shut down" scheduling for December even though they had many many slots open blaming once again the dealer directly. The buyback center will have the money for my car sitting in their hands tomorrow, but I have to wait a month for my appointment. Way to go VW....someone definitely dropped the ball on this one. I was planning on buying another VW or an Audi but after this service, I will pass. Highly disappointing.