Fletcher Jones Volkswagen in Chicago, IL


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Specialties

Fletcher Jones is the region's fastest growing VW dealer. The formula is simple - we offer the largest selection of cars, upfront, honest pricing and most importantly a car buying experience you won't get anywhere else. Its our goal to take the guesswork and anxiety out of car shopping and make the experience as fun and exciting as it should be. From our knowledgeable, friendly, no-pressure staff to our state of the art facility modeled after VW's flagship store in Berlin, there's no better place to buy a new car.

History

Established in 2002.

The Fletcher Jones' name comes with a rich automotive history. Fletcher Jones opened his first dealership in Los Angeles, CA in 1947. In 2002, Fletcher Jones Jr. opened Mercedes-Benz of Chicago and Fletcher Jones Imports. Our organization learned early on the key to any successful operation is customer satisfaction. For this reason, every member of our team, from sales to service focuses on just that.

We have recently expanded and remodeled our four locations in the Chicagoland area. We are pleased to offer our customers every convenience from indoor climate-controlled showrooms to state-of-the-art service facilities. Our locations are easily accessible by public transportation, as well as all major expressways, making us only minutes away from anywhere in Chicago.

Fletcher Jones Volkswagen


Dealer Info:


Phone(s):(312) 628-4800
Address:1111 N Clark St, Chicago, IL, 60610
  • Monday: 9:00 am - 8:00 pm
  • Tuesday: 9:00 am - 8:00 pm
  • Wednesday: 9:00 am - 8:00 pm
  • Thursday: 9:00 am - 8:00 pm
  • Friday: 9:00 am - 6:00 pm
  • Saturday: 9:00 am - 6:00 pm
  • Sunday: Closed

Reviews on Fletcher Jones Volkswagen

 
El V. | 2015-04-25

This is a great place to buy a car if you only want to buy what is available on the lot. We got a really good price on a Golf SE, but they did not have the color or features we wanted in stock. They were completely unwilling to find us the car we wanted and sent about 9 emails asking why we didn't want the car they had in the showroom. For a $25,000+ purchase, you would think the customer should choose the color car they like best. High pressure salesmen ("this quote is only good for the next 2 hours"), unwilling to do the work. Sorry. Going elsewhere.

 
B S. | 2015-04-22

Fletcher Jones always keep my car running great and always gives me a good deal on all my cars!

 
Cary C. | 2015-04-06

I have never been so satisfied that I was with the service department and Oscar Arana who helped with each problem. He even gote a loaner on Easter weekend. Each one of my expectations were blown away with the way each situation was dealt with. My car was ready on time and cleaned inside and out. The bill came and was much less then I expected. Overall it was like taking my car to a high end spa. I never write reviews. They really deserve it. Cary C.

 
Adam G. | 2015-04-05

Oscar was great! He made us feel at home in the car, answered all our questions and even provided information before we had a chance to ask. The service was quick and knowledgeable. We walked in had an idea of what we wanted and were testing driving cars within 10 minutes! Once we decided on the car we wanted we were able to work with Oscar and his sales manager to come to a price we were comfortable paying. We have had our 2013 VW Tiguan for about a week now and couldn't be happier with the pruchase.

 
Ryan L. | 2015-03-30

I bought my used 2011 Volkswagen from FJVW in May of 2014 from Hysen who is now a Sales Manager there. When I was looking at cars my mind was pretty much made up. I wanted a specific VW I saw on FJVW's website which had all the bells and whistles I wanted for the right price. When I test drove the car with Hysen I noticed a little jerk when decelerating around 10 mph. I asked Hysen about it and he involved another colleague and I was told that the VW's Tiptronic transmissions tend to do that. Satisfied that it wasn't a major issue, I went ahead and purchased the car along with an extended warranty and a service package.

For 9 months everything went well. I had no issues with the car at all. In February 2015 I brought the car in for it's annual service and dealt with Robert. Robert promised me that the car would be done that day and he confirmed a price for the service. I told Robert I had purchased a service package and he said he'd confirm that and if I was correct I wouldn't owe anything. I mentioned to Robert about that jerk when decelerating and how it bothered me and he said he'd look into it.

Hours later I get a call from Robert. FJVW was going to sort out a recall on my vehicle which I didn't know about. Great! As for the jerk, it would require a transmission rebuild to fix it. WHAT? Apparently there was a crack in the transmission housing. All the work was covered under my warranty so I wouldn't owe anything. Once again, great! I was told it would take another few days to replace which was no problem for me as I live and work in the city.

Later in the week I receive a call from Robert again. Apparently the repairs didn't fix the jerk issue. VW opted instead to install a brand new transmission in my car with all new factory parts. Great! Once again the work wouldn't cost me anything as it was all covered under my warranty. I hope all VW Tiptronic transmissions don't behave this way...

Four days after dropping off my car I stop by FJVW to pick up my car. When I arrived I was presented with a bill for almost $500 related to the annual service. I questioned the service colleague about this and she knew nothing and couldn't help me. To get my car back I'd have to pay the full amount which I did. When I got home I made a copy of my sales contract and the following day I stopped by FJVW and questioned both Hysen and Mario, the Finance manager, regarding what I paid for with regards to my service package. Both Mario and Hysen said I shouldn't have to pay for any regular maintenance for 60,000 or 5 years and that I should be due for a refund. Hysen brought me back to the service department and we spoke with Oscar who promised to look into the issue for me as Robert wasn't working that day.

The following week I received a call from Robert saying that he would look into the issue. He called back the next day saying a full refund would be processed for me that day. One week later I had not yet seen my refund so I reached out to FJVW's customer relationship manager Alicia asking her to look into where my refund was. The next day I had my refund.

Overall I'd give FJVW 4 stars. The sales team is good and the service department clearly knows their stuff! The service after the sale is top notch! The only thing I didn't like was my billing dispute and how long it took to resolve. All in all, this is a good car dealership whom I'd recommend to others.

As for my car, she runs perfectly now with her new transmission! Thanks to Robert and his team for doing a great job getting her fixed.

 
Wyatt R. | 2015-03-28

Robert Negrete at Fletcher Jones Volkswagen personifies the excellence in the area of customer service by providing updates via verbal phone calls and utilizing modern day technology of text messaging. Robert Negrete provided honesty, courtesy and demonstrated the customer driven communication that ushered my decision to change all of my future service plans from the suburbs and establish ongoing service relationship for my CC with Fletcher Jones Volkswagen Chicago. I purchased my CC in Aurora, Colorado so when I moved to Illinois I figured that the dealership in the suburb would make me feel comfortable. This was not the case and I quickly realized that the Fletcher Jones service department was not your average service department. This realization evolved during my communication with Robert Negrete, I found him to be very conscientious, customer service driven and honest.
Robert Negrete provided excellent service and provided a personal flair of friendliness and professionalism with the willingness to listen. Robert Negrete provided continuous and comprehensive updates during the stress and anxiety times of car problems. Robert Negrete explained the troubleshooting efforts and cost and performed the due diligence that was necessary to identify the applicable warranty coverages.
I am very hopeful that in my future planned service maintenance visits I am blessed with Robert Negrete as the supporting Customer Service Representative. I also spoke with an individual named 'Oscar' who was very helpful; he sounded pretty solid and competent. Yet it was Robert Negrete who demonstrated overall excellence of the Fletcher Jones Volkswagen Service Department.
Great Work Robert Negrete!!!!

 
Emily B. | 2015-03-25

Robert at FJ took the time to explain what work was being done to my car and any promotions that could have been applied to help save me money.  When I picked up the car, it was probably the cleanest it has been since I bought it.  I really like the ease of communicating through text messaging, too.  Also the shuttle driver was very nice and got me to work safe and sound.  Thumbs up all around!

 
Jordan Z. | 2015-03-16

Ruben and Fletcher Jones Volkswagen were nothing short of incredible in helping my wife and I purchase our first car together (2015 Tiguan SEL)!  From friendly service to transparent pricing expectations to finding our "perfect" car selection in record time, our experience was very pleasing. Ruben was extremely knowledgeable, responsive, and made time to explain every last question we had in getting to know our newest addition to the family

If I had one complaint, it would be working with the finance team, apart from Ruben and the consumer-facing team. I felt slightly pressured to purchase duplicate :insurance" offerings which seemed sneaky when signing the final lease.  It was 95% the individual rather than the add-on packages they offered but otherwise, I would strongly recommend coming here for your VW.

Jordan

 
Ronald A. | 2015-03-14

Another exceptional experience at Fletcher Jones VW.  My beloved Touareg Hybrid suffered a malfunction due to cable break.  First thing Monday morning I was at FJVW to get it diagnosed.  They had to order the part, took 3 days to get the problem fixed.  Picked up my Touareg first thing Thursday morning.  All the while I was kept apprised of everything that was happening.  My Touareg was returned sparkling clean, inside and out.  A loaner and I believe an expensive repair all for $50.00, gotta love FJVW service and the CPO warranty.  Very pleased!

 
Kris N. | 2015-03-11

Called and was able to get my car in for 20K regular maintenance on the same day.  Great service, and I had my car back in under 4 hours.  Service consultant was friendly and professional.

 
Frederick W. | 2015-02-20

I am so grateful that Adam is my Service Advisor at Fletcher Jones.  Having had a great experience purchasing my VW at FJ is only made better by my good luck at having Adam be my point person in the Service Department.  He is relaxed, kind, and thorough.  Much appreciated!

 
Kim L. | 2015-02-19

Took my car into their Express Lane and fixed a minor tire issue very quickly.  Checked the engine, washed the car and topped off the fluids.  It's nice that they were able to accommodate me without an appointment.  I love my Passat, it's a great car and the diesel engine is getting over 40 miles per gallon.

 
Chris K. | 2015-02-13

Beware of the Finance Manager Mario.  He is manipulative, overly assertive, and condescending.  Mario tried to increase our agreed to monthly payment by over 30%, claiming a 6% increase in interest rate due to our Good instead of Excellent credit.  He offered to reduce that to a ~20% increase to make us feel like we were getting a better deal.  When we said it was too high and got ready to leave, he brought the payment down to what amounted to about an 8% increase.  During the hour of (re)negotiations with Mario, I found him to frequently talk down to us and he even accused me of backing out of the deal (a deal he went back on and increased...).  After the hour, we ended up $5 apart on the monthly payment, but after that extremely unpleasant experience with Mario, I could not wait to get out the door.  We went to the Autobarn VW in Evanston the next day and after telling them the story, they ended up giving us $6 off the lowest payment Mario offered.  It took a quarter of the time, was a better deal, and we never felt mistreated or scammed.

The only reason this review gets two stars instead of one is because our salesman (Matt) and salesmanager (Hysen) were great to work with.

 
Aly R. | 2015-02-07

Justin, Oscar, Raphael and the whole team at Fletcher Jones Vw did a great job from start to finish when I purchased a used 2012 VW a few weeks back. The negotiation process was a breeze, and I can't even count how many times the client relations manager and service department have promptly follow up with me since the purchase. We had a slight snafu with the cars windshield and it was taken care of with no hassle and quickly after I bought that car. I would recommend all friends and family to Fletcher Jones for new and used car purchases. They really make sure to go above and beyond for their clients, it's impressive.

 
Mista C. | 2015-01-23

So I have always enjoyed coming here to drool over brand new VWs while awaiting repair pickups at FJ Honda. I have taken a couple test drives and have found their sales staff to always be courteous and respectful.

I recently bought a used VW at another dealership in the burbs, and brought it to FJ VW to have it checked out for a warranty issue. I initially had an unfortunate experience with their service department because of some price quoting issues which left me feeling like I got upcharged for nothing. Fortunately my complaint was addressed by a very nice woman in their customer service department, who explained what the error was and offered to adjust what I paid to resolve the poor impression.

All in all a beautiful VW showroom and thus far in my experience, quality car service. They also have a sweet coffee maker and shuttle service within the downtown area during repairs, which is awesome.

 
Katie B. | 2015-01-22

I brought my 2002 Passat here to have the check engine light diagnosed and they told  me it would cost $160! That's highway robbery.  I have never paid to have the diagnosis, only the repairs.  They were unwilling to waive this fee and therefore lost a potentially valuable customer.

 
Uli J. | 2015-01-21

I have been a Fletcher Jones customer for the last couple of years of owning an Audi and was always very satisfied, yesterday I went into the Fletcher Jones Volkswagen to consider switching my Audi to the new 2015 Golf TDI. I sent an email inquiry which was answered within minutes and I had an appointment scheduled for 30 minutes later. I met Ruben Lobera at the dealership who brought the car for a test drive. After the test drive we went over all the figures buy vs lease etc. He explained the process in detail and made sure that all of my questions were answered. At the end of the day I walked out happily with the brand new car at a competitive price. Overall I am very satisfied with this experience, it was truly "car buying / leasing" made simple. I will definitely consider Fletcher Jones Volkswagen for future purchases or leases and can recommend them highly.

 
Ellen K. | 2015-01-21

I always have an exceptional experience when I bring my car in. This was a regular 10,000 mile maintenance. They found that my rear brakes needed replacing and VW took care of it no charge. They needed to keep the car longer than originally discussed but I had to take my daughter to a doctor's appt so they figured out how to get it done in time while I waited and sure enough it was done more quickly than I expected. Always a pleasure. Always true to their word and well done!

 
Julie D. | 2015-01-16

Excellent service.  Seamless experience.

 
Sharday E. | 2015-01-13

So, so sick of Fletcher Jones.  They've tried to take me for a ride twice now.

I bought my car in Florida, where there are no front license plates.  I call FJ asking for a quote on installing a bracket (which I already had) on the front bumper.  They didn't want to give me a quote, but finally buckled and said $70.  I thought it was high, but figured I'd rather just have the dealer do it.  When I went to my appointment, they handed me a bill for almost $200 (for "bracket" and "labor").  How long does it take to screw a couple of holes in my bumper?

After a meltdown on my part they sent me on my way without paying anything.

This time, my windshield wiper fluid wasn't spraying, so I brought it in on a Saturday morning without an appointment.  They said they were busy and it might take them until the end of the day to look at it, but that they promised to look at it and diagnose what the issue was.  So I walk around downtown for 5 hours, come back, and they say "sorry, we can't look at it today...we're keeping it until Monday."  I said okay, but expressed some annoyance that I'd been told one thing and another had been done.  The response to my annoyance was "you have pretty eyes".  Seriously.

Then I get a call from Adam telling me that my fluid was frozen, a fuse had blown, and that it wasn't covered under warranty.  He quotes me $80 for labor (to change a fuse?) and $154 for the new fuse (worth a couple bucks).  When I balked, he said they could do me a solid and give me a fuse for free.  THEN, he emails me a bill for $340.  If we're keeping track, the initial amount he quoted me over the phone was $234.  I replied and said it should be covered under my warranty but that I was at work and would talk about it when I got there.

Adam immediately called me back and got aggressive about Volkswagen not covering it.  Actually, he said that they lose money if they don't charge me because Volkswagen kicks it back to them.  I said I was at work and would talk when I got there, but he tried to insist we resolve it over the phone because he was getting off at 5.  I finally asked if his colleagues would be unable to explain this to me once I got to the dealer, and he said yes and we hung up in a huff.

When I got there, I was given a bit of a run around again, stating that "it wasn't Volkswagen's fault the fluid froze and that it blew a fuse".  I had just had my 10K service, during which time I thought they checked the fluids and they said "not necessarily".  Not necessarily?  It's on the inspection checklist!  You're telling me I have a safe vehicle for the road but you haven't actually checked?  They finally removed everything from my bill.

While I ended up not paying both times, I am sick of getting BS from these people.  I won't be going back to Fletcher Jones again.  I am tired of getting served with a unnecessary huge bills and huge attitudes.

 
Brandon T. | 2015-01-11

Great service.  Cleaned car nicely.  Quick service

 
Jackie K. | 2015-01-10

I wanted to write a good review for this place, I really did. I found a great deal online for a Volkswagen Jetta, Ruben is a great salesman and so is Hysen. They are both kind, helpful, friendly, and provide great customer service. However. The car I bought has been nothing but frustration. The day after I drove it home, it wouldn't start. So much for their maintenance inspection,- the tow truck driver got it running and warned me it was a bad starter/alternator. I am assuming due to the cold temps. He told me they probably wouldn't want to do anything about it, but it needs attention or it will keep happening, and he was right. Fletcher VW kept it for 2 days (gave me a nice loaner car, very apologetic), told me it started up just fine during that time and there was nothing to fix. They offered to keep it an extra day. I was nervous, but felt like, ok, if it's been doing fine maybe it IS ok. Nope. Picked it up, drove fine all day, and today I'm stuck again. I CANNOT keep missing work due to 4-hr waits for a tow truck. This is ridiculous. I am going to insist they figure out the problem- it's under warrenty. I need a car that starts up and runs on the first try!! Otherwise I will have to go elsewhere. I am really regretting dealing with this place now.

 
George C. | 2015-01-03

Took my car professionally and efficiently. Were quick to greet and get me on my way. Provided a ride to work, with a friendly and professional gentleman. Provided updates via text an email and completed extensive work quickly, and under warranty (even though other dealership said it would not be covered)
Very pleased.

 
Assad H. | 2015-01-03

I'm a hard grader when it comes to customer service.No one here smiles or treats customer above and beyond.It's like dealing with robots.The girl at the front has an attitude,the technicians don't politely ask you that they'll be with you in a bit.it's the sort of service that barely gets a couple of stars.

 
Missy R. | 2014-12-29

Additionally, FJ missed a MAJOR safety issue in their $281.00 worth of diagnostics tests that would actually destroy my vehicle, and probably kill me if not addressed. Apparently my timing belt needed to be changed 30,000 miles ago (I have owned the vehicle for ~3,000/less than 3 months). All the while telling me that I should replace an entire transmission for an intermittent performance malfunction code on what is a $50 sensor. They also under-addressed the cracked CV boot, which is also a much larger problem than the sensor.

These are also the folks that ran my inspection before I bought the vehicle from Perillo (review for them coming too!) in October 2014 (note the date, less than 3 months ago, I was told that this vehicle was in great condition).

These people are The Worst, stay away. If you don't have a vehicle under warranty, there is no reason to trust anything that they tell you.

 
Ric V. | 2014-12-19

Aweful experience shopping for a new Golf.  Super-slow sales process. All sorts of game playing. 20th century-style "Ask my Manager" BS. No follow up. Most of the inventory on a rooftop 3 miles away. Just a fail across the board. Buying my new Golf in Indiana where I'm treated well by a less 'slick' operation.

 
Sally F. | 2014-12-19

I had a very positive experience buying my first pre-certified VW Jetta from Hysen Alickolli at Fletcher Jones late last month. Hysen was highly knowledgeable, no-pressure, professional, patient, and an all-around a pleasure to work with. Based on my experience so far, I'd highly recommend him and Fletcher Jones to other prospective buyers.

 
Gabby C. | 2014-12-17

I just recently bought my new, BEAUTIFUL black beetle from Matt at Fletcher Jones Volkswagen and I am completely happy with the entire process! I got such a good deal for the amount of miles that were already on the car. I'm in love with my new beetle!!

The staff is also fantastic! I was on a time crunch and the staff worked together so well to get me out of there as quick as possible. They are all super knowledgeable on the cars and know what they are talking about which I respected, especially after shopping around at other dealerships.

I work in the area, so it's nice to know that the other businesses around there provide the same amazing, quality customer service that we do at my place of work.

I will be recommending Fletcher Jones Volkswagen to anyone that asks my advice on where to purchase a car :)

 
Josh C. | 2014-12-09

This past weekend my wife and I bought a 2012 Jetta from Fletcher Jones and our experience couldn't have been any better because of the great salesperson we worked with (Ruben Lobera). Ruben was great!

We never once felt like we were being sold to or pressured into anything we weren't interested in. He was VERY HELPFUL and WORKED WITH and LISTENED.

We love our new car! We got a good price on it and a great trade-in value on our old one. Thanks, Ruben!

 
Ada V. | 2014-12-03

Great service and communication throughout the process of getting my car repaired. Highly recommend this place for service. Servando Lopez checked me in, was very efficient and friendly. Also the service manager, Jose, was especially helpful and answered all my questions. I did not have an appointment, as my car suddenly started acting weird, and they were very accommodating in spite of being super busy.

 
Ethan M. | 2014-12-02

Servando Lopez was great to work with. Excellent and prompt communication and a very professional attitude. My best experience yet at FJ.

 
Paul B. | 2014-12-01

This is worst dealership I have ever dealt with. After a previous bad experience at another VW dealer I received a call from Fletcher Jones. I spoke to a sales rep and felt very good about the experience I was going to have. The sales rep disappeared for over 30 minutes ensuring I was getting "the best price." Upon his return he brought back one of the GM's,  Christina. She had the worst attitude from the beginning and an outrageous price. When I told her she was higher than the other dealer I was called a liar. Fletxher Jones didn't even have the car on the lot. Upon trying to negotiate I was told I should just go to a different dealer. Probably the best advice. I went to another dealer and walked out same day day with a new VW and had a great car buying experience.

 
Greg B. | 2014-11-10

We purchased a certified preowned Tiguan from Fletcher Jones Volkswagen over the weekend. After a month of searching and getting jerked around but other dealerships, we were relieved by the professionalism, efficiency and courtesy of the staff here. We worked with Olzi and Christina. They were in no way pushy. They employed some sales tactics, but they were minimal and tolerable. We were given a fair price (the car was already aggressively priced compared to the competition and they took a bit more off of it than that) and they gave us over double what we had had offered at a previous dealership for our trade-in -- a 2002 Jetta that needed some serious work.

We ended up spending from 11am until 6:30pm at the dealership. We did three test drives -- two extended drives without an agent riding in the car (we took one home to let our puppy out.) They encouraged us to take as much time as we needed and made the process of actually purchasing the car as easy as possible.

We've been shopping for a month and have been dismayed by how dealerships are mostly stuck in the 1990s way of doing business. Fletcher Jones offered the service you would expect for being the most visible dealership in the heart of the demanding Gold Coast. I recommend that you save yourself the hassle and start with Fletcher Jones first (especially Olzi and Chistina), and if they don't have what you're looking for, then try out others.

 
Kenneth S. | 2014-11-08

Very good service.  Would have given them five starts, but they didnt follow  up w/ me as much as they promised they would. So I had to call them.  But the service was excellent.  

Advice - call ahead of time to pick up your car.  At least 30 min!

 
Alfredo G. | 2014-11-07

I have been a customer of Fletcher Jones since the first day the opened at the current location and I can't help but notice that their level of service only gets better all the time. Oscar Arana, my Service Consultant of choice, always keeps me abreast of the maintenance status and goes out of his way to make sure that my car is ready on time and within budget. It was really a pleasure to have my VW serviced yesterday and have it ready ahead of schedule. Keep up the good work.

 
Jonathan P. | 2014-11-03

The service at Fletcher Jones VW is awful. We purchased a 2010 Tiguan from them three years ago. The sales person said they could add navigation and bluetooth for free. They put in an aftermarket head unit that was garbage and ruined the electrical system in our car. Now they want to charge us to fix everything even though the car is under warranty and they are the ones that installed the wrong part.

We recently had an issue where the car was losing power. It took two trips there to find out that it was an ignition coil. FJVW tried to charge me $300 for a $30 part- while it was still under warranty. Then when they told me the car was finished, it took them over an hour to find it. They also had left the lights on and the car's battery was dead. They said the battery was fine. Less than two months later, my pregnant wife was stranded with a dead battery.

This place is so short sighted. We're in the market to spend $60-70K on a Toureg or Q5 to fit our growing family. We will be spending our money elsewhere. I can't afford to have my wife and children stranded after getting the car serviced at Fletcher Jones.

 
C. E. | 2014-10-26

So, it turns out that my experience hasn't been so great after all. This is very disappointing.  After I purchased my vehicle, the financial guy called and said that they lost my check.  I had to cancel it, pay a cancelled check fee, and write a second check.  When I tried to obtain reimbursement for my cancelled check fee, no one I worked with at Fletcher- Jones would call me back.  Finally, the manager's assistant contacted me.  This was back in August.  He promised they would send out a reimbursement for the cancellation.  I still have yet to see a check from them. I would not recommend this dealer at all.  They just do what they can to sell you a car, but don't really care about their customers.

 
Charlotte P. | 2014-09-30

I took my car here for service for years & always felt like I got quality service for a fair price. Until recently. I feel like the quality has gone down (for example - 40 miles after my "comprehensive" check up numerous new, expensive problems just showed up suddenly) and the prices have gone up significantly. Unfortunately due to a few recent bad experiences I've broken up with Fletcher Jones VW & went to Florin at Lincoln Park Import Services and can't be happier. The service consultants & hours are great at FJ VW but unfortunately it doesn't make up for feeling like you're getting ripped off every time you are there.

 
Justin G. | 2014-09-05

This review is only for the service department. I purchased a new 2014 Volkswagen GLI back in January 2014 and my experience with their sales department was fantastic.

Fletcher Jones Volkswagen Service Department is terrible.  It really sucks.

Since we purchased our new vehicle in January 2014, the steering wheel has been slightly crooked to the left. If you drove the car with the steering wheel centered you would run off the right side of the road and crash. My wife complained about this and we brought the issue up at our 30 day vehicle inspection. We were told it was crooked due to tire air pressure which they supposedly corrected. When we got the car back the steering wheel was still to the left but looked a little better. To be honest, it really didn't bother me very much but it still bothered my wife.

A few months after owning the car our brakes started squeaking terribly.  We put up with it for several months because I thought it was just dirty brakes and it would eventually go away. Finally, a few weeks ago we brought the car in because it would not go away and my wife mentioned the brakes and the crooked steering wheel.  At this point the steering wheel was very crooked to the left.

We were told that both of our front rims were bent and that we had to have them straightened as well as have an alignment performed.  I was kind of shocked at this because my car has 2500 miles on it and I HAVE NEVER HIT A POT HOLE BIG ENOUGH TO BEND A RIM. We purchased the extra insurance for the wheels when we bought the car so that was covered. We still had to pay for the alignment but figured fine -- no big deal right?  THIS WAS THE FIRST TIME WE DROPPED THE CAR OFF TO GET FIXED.  

When we picked up the car a few days later the steering wheel was still to the left and the brakes were still screeching. My wife was pretty mad.  The two issues that we brought the car in for were not fixed. WTF?  She complained and took the car right back a few minutes after she pulled it out of their garage.  Oscar said that the foreman would take care of it.  THIS IS THE SECOND TIME WE DROPPED THE CAR OFF TO GET FIXED FOR THE SAME ISSUE.  

When she went back two days later to get the car the steering wheel was still crooked and the brakes still squealed.  She told Oscar Arana from the service department. Oscar Arana apologized again and told us that the brakes will squeak and that there is nothing they can do about it. He said that our rims were shiny and we had to put up with the squeaking brakes.  He said that he would have the foreman take a look at it in the morning.  THIS IS OUR THIRD TIME TRYING TO GET THIS PROBLEM FIXED.

When my wife picked up our car a few days later the steering wheel was still a little crooked but looked much better.  However, there were three new scratches on the passenger side door handle that were very noticeable when my wife went to pick up the car.  She pulled the car right back into their service department and showed another service person the scratches. This person said that they would fix it and my wife made an appointment to have the scratches repaired.  THIS IS THE FOURTH TIME DROPPING OUR CAR OFF.

She just picked the car back up from them today and I took a look at it when I got home from work. The same three scratches were not repaired. It looked like they tried to rub them out and then gave up.  SO NOW I WILL HAVE TO TAKE MY CAR IN FOR A 5TH TIME TO THIS SHIT HOLE.

HOW HARD IS IT TO FIX A VOLKSWAGEN?  IF THIS WAS IN GERMANY I BET IT WOULD HAVE BEEN TAKEN CARE OF RIGHT THE FIRST TIME.  AT A MINIMUM YOU NEED TO MAKE SURE YOU FIXED WHAT YOU WERE SUPPOSED TO FIX AND DON'T FUCK UP CUSTOMERS CARS.  IT SHOULD NOT TAKE YOU THREE TIMES TO FIX SOMETHING ON A CAR.

 
Elie J. | 2014-08-31

We recently bought a Golf GTI from Fletcher Jones our salesman was Justin Mccormack. He was so helpful and very professional. Also Raul the finance manager was so good and very professional too, he was so fast with car loan procedures.
Fletcher Jones is a HIGHLY recommended if you are looking for a VW.

 
Kate S. | 2014-08-13

While I never Yelp, Jason and the staff at Fletcher Jones VW deserve a lot of praise. My whole experience buying our Toureg was terrific - which is saying something - I have never enjoyed car shopping because every other dealer has that same uncomfortable feeling.

At Fletcher Jones VW, the facility is clean, the environment is very relaxed and kid friendly. My 8 y/o needed to be there during the process and they made both of us feel at ease. In and out in 3 hours to purchase our car and that included a test drive!

If you are looking for a VW, this is the place to go.

 
Scott G. | 2014-08-06

I am not an avid "Yelper" but thought it was necessary to praise my experience I had with Olzi at Fletcher Jones VW. I recently purchased a 2012 Tiguan and had a great experience from start to finish. At no point did Olzi or other team members make me feel uncomfortable with cheesy sales tactics. I gave Olzi a list of specifics I wanted in a vehicle ranging from color and price to drive train and he delivered.

He was very quick to communicate with me through text and made sure I was having a good experience at Fletcher Jones. While signing the final purchasing forms, I opted into the Platinum Coverage and gap insurance that VW offers which will give me peace of mind while on the road. Again, at no point did I feel pressured, everything was explained to me in detail and financially it made sense to be 100% covered.

After I left, I realized there were some minor discrepancies inside that I informed Olzi about. He immediately responded and set up a time for me to come back to Fletcher Jones and have my vehicle fully detailed again inside and out. Good customer service goes a long way in my world, I will refer anyone looking for a new vehicle to Olzi and the Fletcher Jones VW family.

 
Ryan H. | 2014-08-05

!!!!!BEWARE!!!!! This is my first negative yelp review. Terrible sales practices. After a month of searching for a Volkswagon Passat in a particular color, I took a shot in the dark and called Fletcher Jones. I spoke with a sales manager (Christina) and she told me they had the car but i had to put down a $500 deposit. I told her no problem, and i would be there the next business day to pick up the car. I went to the bank, withdrew $10000 in cash. I also had to miss taking my daughter for the day in order to purchase the car since these things take time and teenage girls don't really think car dealerships are the coolest places on earth. Any how I show up after a string of phone calls i placed that went unanswered. At this time I could already tell something was up. When I got there the manager (Raphael) told me my car was on an extended test drive. Now I held up my end of the deal with the deposit so I was a bit confused by them not holding up their end of the deal. Raphael told me he informed the man who was test driving my car that it was sold to me and all I  had to do was wait for him to return it. So the next business day I call to see if it was returned and Christina informs me that the car was being financed by the test driver????????  You could imagine my confusion. I was pissed. I wasted 4 days of my time, missed a day with my daughter, and now I'm walking around with $10,000 in cash in my pocket. I was lied to, strung along and disregarded. Wish I could give zero stars. UPDATE!!!! After calling several other dealers I found out that Fletcher Jones never had the car in their possession. They were trying to trade other dealerships but were unable to work a deal. Thank you for wasting my time and completely lying to me.

 
Michelle M. | 2014-07-06

I've been searching for a new car for 5 months. After visiting a number of dealerships from Jeep to Toyota to Honda, Fletcher Jones VW was outstanding. From the moment I met Dave and Jason, I knew that I was going to have a great experience. They were so patient with me - I had a LOT of questions - and made sure that I got exactly what I was looking for. Jason made me feel at home from the minute I shook his hand. Everyone else there I interacted with from Dave, to Mario to Brandon were all unbelievably welcoming and personable. I'm so glad that I waited so long, did my research and knew what i wanted - these guys made the entire experience so enjoyable!

 
Deborah M. | 2014-07-04

Made the process easy.  Upfront on pricing. Great working with Omar.  Would recommend dealership.  Lots of people working hard for you. Deborah M.

 
Cathy M. | 2014-06-29

As promised, here is my positive yelp review. We bought a 2014 Passat  this week with Hysen, as our sales agent. He was very patient and accommodating !! Since he knew we were Romanian, he introduced Raul to us... and we started the conversation in Romanian/English... Raul was so great,  helpful in the financing office...  working every angle to make us happy.       Thanks, Hysen and Raul!!
This is MY CAR, and my Car ONLY !!

 
Kelly B. | 2014-06-25

My husband and I just got home from buying a Jetta and we were so impressed with the experience. Hysen was so patient and accommodating- I would highly recommend him to work with! Raul was so helpful in the financing office, working every angle to make us happy. The two of them stayed long after closing hours to finalize the deal. Thank you both! We're so happy with our car!

 
Linda T. | 2014-06-22

I have purchased several cars here, a VW Jetta, an Audi, and most recently a VW Tiguan. All other cars were brand new, this car was used and I was lied to about the warranty, they said it was the same as buying a new car (a new car includes oil changes and other things), several more little indiscretions while dealing with them, no care whatsoever when I was back the next day with problems, the salesmen actually made a joke about it, done with Fletcher Jones.

 
Rick D. | 2014-06-19

Ronald Conner is very professional and nice, he showed me every detail that I wanted to see and give me a clear list of overall price. The negotiation process went fine and I finally purchased a certified pre-owned vehicle there.

I shall say something about the other dealership located in Evanston to make a comparison with Fletcher Jones. (You shall know whom I am talking about) The dealer in Evanston was very unprofessional and dishonor. They use a very low price to attract you to go for a test drive, and when you arrive and did the test drive and sit down to talk about the price, their mask revealed. They would say the price does not include certification, and that certification would add $2000 more  on top of the price. The carfax and website said that the vehicle is certified, but he did not want to explain what does it mean to be certified.  I asked him to give me a table of what I should pay in total,i.e,OTD, and he refused! He said the number was easy, and there is absolutely no room for negotiation. I want to know details about the maintenance of the vehicle (Yes I am a serious buyer), and he said he know nothing! While I was thinking about the deal, he started to watch world cup on the desktop, so unprofessional! He also asked a lot of personal/family questions that made me feel very uncomfortable. Btw, the vehicle I was interested has already been sold before I went there.

In contrast, Ronald did a great job. He showed me the process of certification and what Fletcher Jones has performed on the vehicle.(Replaced wiper, maintenance etc) He also let me how and when should I do the maintenance. When we agree on the deal, he also helped me finding an insurance agent to have the vehicle insured so that I could drive it home on the same day. After I handed the certified check to the business manager, Ronald led me to the vehicle and taught me how to use the electronic systems patiently.

There is an option to go for 5-year warranty and I did not take that due to the price, I only stick to the certified 2-year/24000miles plan. Fletcher Jones gave me 2 keys. (The one in Evanston would only be willing to provide one, and they would charge you for hundreds for the second key.)

In summary, I highly recommend Ronald Conner and Fletcher Jones if you would like to get a Volkswagen vehicle.

 
Skip S. | 2014-05-26

I've now bought two cars from Fletcher Jones, they treat you with respect and do business fairly with you.  The facility is first-rate, and the staff are all great to work with.

Jason was my salesperson, and in the course of buying my cars, I've met a half-dozen other folks there, and liked them and appreciated their professionalism.

Highly recommended, if you're considering a VW.

 
Jerret H. | 2014-05-07

I worked with Hysen who was not very pushy at all. He found what I wanted and got in my car the next day! Hysen took the time to go over all the features in the car, got me a great deal and great financing. The people here are good and sell you what you want.

 
Marina P. | 2014-05-06

Big thanks to Ruben Lobera for professional and friendly service!  Really appreciate your help with my purchase.  Great experience at FJ-VW!!

 
Eliel R. | 2014-05-04

We visited this dealership twice this year. It was actually the first dealership we've ever visited. We were greeted very friendly when we visited the first time and that put us at ease since we were nervous about buying a car.  We've been fans of the brand for years. We met a salesman and he showed us some Tiguans. We really liked the SUV and what it had to offer.

We didn't make the purchase on that trip though. But we kept them in mind. Yesterday, we went to another dealership and the place felt sleazy and it was like they didn't want our business, plus the cars are way too many miles on them for the prices they wanted. So it was back to Fletcher Jones VW we went. On arrival, we had the same comfortable feeling we had when we first walked into the place three months back.

We were assigned Ruben as our sales consultant and he was very friendly and connected with us on what we were looking for. We shared our previous experience  visiting the place and we went to see the certified pre-owned Tiguans. The first one we checked out was nice and fit what we needed, but we checked out more and once we didn't find a fit, we went back to the first one and it was actually in our price range. So we went ahead started the purchasing process. And at this point our nerves were in overdrive because this was our first vehicle purchase. They walked us through it and the process was long, but painless. Ruben was a great salesman and the whole thing took less than 2 hours all told. The truck didn't have the theft deterrent piece for the back, but he found one and even found us some velcro partitions for the cargo area.

We were REALLY happy about that. We even walked out with plates and a full tank of gas!!!

All in all, they were really nice and helped us out a great deal. We're really excited about our SUV and we're happy to be in the VW  family. If you're thinking about purchasing a vehicle, please take a minute and visit them and see what they can do for you.

 
Jenni H. | 2014-05-02

I had an incredible experience here on Tuesday with Christina Priovolos. It was my first time buying my own car and she was extremely helpful, patient, trustworthy and comforting. I highly recommended VW's anyway, but would specifically recommend working with her at Fletcher Jones!!!

 
Nicole L. | 2014-04-29

Olzi Tumen is your man over at VW. Excellent guy, great service, straight-to-the-point. Bonus, he's super quick on email & techy. You can't go wrong if you go into VW and ask for him or email him to request an appointment.

 
Jess M. | 2014-04-28

My salesperson Ron was wonderful - as were everyone that I dealt with at this dealership.  Prior to leasing a new Jetta, I had driven the same car for 13 years! Needless to say I was not very familiar with the process or new car features.  Ron did a great job explaining the options and was friendly and conversational.  

I thought the entire team did a great job making me happy and taking into consideration my specific needs and wishes.  

I have only been driving the car for a few days, but so far I am very happy.

 
Lisa R. | 2014-04-21

I recently bought a 2013 Jetta at Fletcher Jones. So far I really like the car, and Christina was very nice to work with. She was helpful in showing me the features and helping me set up bluetooth.

The reason I won't give this five stars is that that we had to wait a long time to get into see finance.  When did get to go to finish up the paperwork, I was disappointed by my experience with him.

 
Angela T. | 2014-04-14

Jason was great!  He helped me and my husband find a nice upgrade.  He assisted us with a trade in, loan payoff of the old car and got us a sweet deal on a new lease.

He was very paitent, meeting with me twice and finalizing the deal on a Friday, after closing!  Thanks, Jason and VW team!

 
Olivo S. | 2014-04-08

Impeccable service!

The customer service I received from this dealer specially form sales agent Cristina Priovolos was by far the most pleasant and smooth I had in many many years. And working for a major airline I know what customer service really means.

I emailed Sunday night expecting to receive a quote in a day or two. But to my surprise I received a call from Cristina Monday morning. Never felt pressured but I was invited for a test drive and got all my questions answered.

I was greeted by all the staff and Cristina, was offered beverages and after a quick chat we went on a test drive for a VW CC Sport Plus. And OMG fell in love with the car. Test drive felt like driving around Chicago with an old friend.

Back at the dealer I wanted to use my credit union but they offered me an interest that I considered to high. Then Cristina offered the VW Credit finance and in a few minutes it was approved and nobody can beat the deal I was presented with. Not only I got a low interest rate but was presented with other service packages that truly made this experience unique.

I want to commend her incredible sales and social skills that would make the trivial process of buying a car a memorable one.

Olivo Santiago-Madera

PS Last but not least Mario Bova the finance officer is a great guy, he made everything possible to get me a good rate and guided me through the whole process in a very friendly and professional way.

Good job!

 
Teresa Z. | 2014-04-01

In November 2013 my husbands car was totaled.  Finally on March 31 2014 he said I NEED a car. My son had been telling us about his friend Brandon Moore that worked down at Fletcher Jones & that we should talk to him. My husband was ready to call CarMax but I said no let's give Brandon a call. He told me it was the end of the month and that he was making crazy deals! I got up and put on a little red lips stick and came on down.  Brandon introduced me to Christina Priovolos whom show me around with poise and grace. She was not pushy but very patient.  I saw a guy out front of the store getting in a really hot car I said "what kind of car is that" she told me it was the Volkswagen Passat I said that's it that's the one my husband would like, black on black baby. My husband came down and did indeed love it.  Than they turned their sights on me. I told them I loved my 2006 Mini Cooper convertible UNTIL they showed me the 2013 Beetle Fender baby oh it was love at first bite --my new boo They said we got deals I said talk to me. Too make a long story short we purchased 2 vehicles from Christina that night at a great prices oh yea and did I tell you .9% interest. Who does that?  All I can say is if you need a new ride see Brandon & Christinia they are ready to make deals just be prepared to drive home in a new car. And if you see me cruising down Lake Shore drive in my black Beetle Fender with the sun roof down please DONT HATE!

 
Matthew B. | 2014-03-31

My salesman Jason was excellent throughout the process of leasing my Passat.

It also helped that we share similar interests and it was great to sit back and converse while all the paperwork was being processed.

I recommend Jason and the sales team at Fletcher Jones 100%

 
Chris G. | 2014-03-19

Wonder people, awesome technicians! I took my 2013 Passat TDI for one those odd noise scenarios. Heberto listened to what I was describing and had the technician take look at it and they were able find it and repair. I would recommend Fletcher Jones and Heberto Delgado for all of your Volkswagen service needs

 
Jerry S. | 2014-03-15

Before leaving on a nearly 4000 mile trip, I took my 2010 CC to have the alignment checked (for $189).  Got a call from the service rep saying that casters and cambers were off and needed replacing ... for $3500.   I then took it to a trusted mechanic I've been using for 20 years.  He drove the car, put it on the rack, had two of his mechanics verify that ABSOLUTELY NOTHING WAS WRONG WITH THE ALIGNMENT AT ALL!   Only thing I can figure is someone there thought an old guy would not know anything.  My auto-guy gave them an out, suggesting the mechanic at Fletcher-Jones was new and didn't notice the computer checking the alignment was not calibrated correctly.  FJ is very convenient for me, so I'm sadden to lose a nearby dealer, but there is no way I'll go back.  On the trip, I had not one second of difficulty, the steering wheel is perfectly straight, there was no vibration or shaking in the wheels, and the tires have no irregular wear.

 
Alex U. | 2014-03-11

The sales part of this review would be close to 4.5 stars however, the service after the sale and my overall experience since the sale has been less than stellar.  So much so that I contacted Volkswagen and they advised me that I could use a different dealership which is the best advice they could have given me.  The service department had my car to fix two simple issues a gas cap and my satellite radio not working and when I got my 2 month old car back it had scratches, dings, and dents. I brought it back immediately and I had to wait 2 days for a manager to call back.  The manager told me to bring in the car and they would send it to their body shop.  1 week later I get my car back with a subpar paint job, I will not be using this dealership when I renew my lease and I will not be recommending them to friends or family.  A shame really because their sales team knocked it out of the park!

 
Betty C. | 2014-02-28

I bought my car here and with some HARD negotiation I got it at a fair price,  But when I challenged the sales rep to negotiate he actually tried to make me feel like I was being unfair to him by not taking his offer of the LIST PRICE.  Lame tactic!
Anyway I love the car.  The dealership will get you in when needed and do what you ask of them.

BUT:
They will incessantly tell you you need unnecessary things done. They told me my 3 year old tires were dry rotted.  I then took the car to Cassidy Tire and they said my tires are perfect.
Same thing with the alignment.  Same thing with the fuel injectors.  Same thing with the brakes.  Fletcher Jones is untrustworthy. So go in prepared to ask questions and also don't take what they say at face value. Sad but true.

So I would say: Buy a car from them at your price; not theirs. Get routine maintenance done there when there's a deal but do not believe what they tell you.

There are many ways to run a dealership.  This place has an unfortunate model for business.   Also what happened to the free car washes?  That was about half the reason I bought here in the first place.

 
Jeff B. | 2014-02-28

I purchased a used Tiguan this week and the service from my salesman, Jamie Bowler and the Sales Manager, Dave Soth was exceptional.  I had narrowed down my search down  to 2 vehicles and the one I really wanted had a few "minor" dings in it.  30 minutes later the car I wanted was detailed and free of dings and the deal was made.

I also want to add that the team not only took my old car as trade, by gave me 2x more than any other dealer offered.  They financed the whole transaction via VW Credit and in a very short time I drove off in a new "used" car with a VW Warranty for 5 years and 60,000 miles.

Thanks Jamie & Dave and the whole Fletcher Jones Team.

 
Sarah M. | 2014-02-24

As promised, here is my positive yelp review. I bought a 2014 Tiguan this weekend with Christina Privolos as my sales agent. I think we both felt good coming away from the negotiation table which is the ideal situation. (I buy new cars because I drive them to the ground; my previous VWs both had 140k+ mileage when body damage necessitated a new investment.)

What I really liked was that this dealer respected my time and wishes. When my husband and I went in for our first test drive in December, we were clear that we weren't in a hurry to buy and would probably be coming back after the holidays. Christina left us the f alone and didn't contact us until January. Meanwhile I had other dealers calling, calling, calling. So annoying. She sensed I was ready to possibly make a deal this weekend and got me to drive away in a new car - win win.

I'd come buy another car here. In many years and oh like 150K miles.

 
Mike G. | 2014-02-05

I flew in from NC to get the exact car that I wanted at fletcher jones vw.
Marc Trice was great on communicating back and forth until I arrived.
Jamie was awesome and really made the trip memorable. He just went above and beyond to make sure I left Chicago happy.
I'd highly recommend those guys to anyone.

Mike
08 Altima Coupe

 
Michelle G. | 2014-01-30

I brought my 2005 Jetta for a number of repairs and they actually broke something! I have to bring it back and wait at least an hour for them to fix it--after they get the part! I am still waiting to hear when that will be.

 
Kayla W. | 2014-01-19

Review on sales experience/customer service/finance.

Ive been searching for a 2013 TDI Passat SEL with low mileage for a long period of time. I searched on cars.com and autotrader.com . I came across several passats from this dealership during my search and each time I dealt with Olzi a sale consult within the dealership. Each car that I was interested was either to high in price (for my budget) or sold immediately.

The past two vehicles that I was interested sold immediately but that didn't stop Olzi from searching and informing me when my criteria of a vehicle came in. Olzi immediately informed me that a vehicle just came in that fit my criteria which in turned became my car.

I can be different to please when it comes to price but with Olzi's persist advocating for the client it paid off. Olzi spent all day adjusting and readjusting price and trade in value to satisfy the customer. I live 5 hours away and there was no issue when arriving to make the final deal.

Finance educated me on great deals that were additional optional options. No force or push to get these additional options.

Olzi took the time to educate me on the ENTIRE vehicle, inside and out. Each employe was friendly and attentive.

When purchasing a VW vehicle I highly recommend Fletcher Jones VW.

 
Kevin H. | 2014-01-13

My wife and  I purchased a CPO Tiguan here.

The sales team (Primo and Brandon) provided outstanding service and we completed the deal very quickly and  professionally.

 
Patrick M. | 2014-01-06

We had a great experience buying a used VW Tiguan from Fletcher Jones.  I had made an initial inquiry online and was quickly contacted by both the internet sales manager and salesperson Marc Trice, who set up an appointment.  That is pretty much standard operating procedure these days with internet inquiries, but I was impressed  that Marc's email correspondence was direct and personal, not the canned replies that are also pretty much standard in the industry.  When we arrived at the dealership, the car we had asked about was ready for showing, and (despite the snow) Marc gave us a unhurried walk-around and test drive.  We left the dealership for an hour to discuss the "buy/don't buy" decision, and Marc was graciously not pushy about closing a deal before left the premises.  We decided to buy the car and returned.  The price negotiations were civilized and cordial.  The price was fair, financing (Raul) was smooth and unpressured, and all promises that were made have been kept.  The car was given a final inspection, filled with gas, and we drove home happy a few hours after we arrived.  Car buying is never perfect, but were treated as well as anyone could reasonably expect.  Special kudos to Marc in sales, and Raul in finance.

 
Jean L. | 2014-01-01

I had been looking for a specific model/color VW GTI and finally found one that had just come in. We called Fletcher Jones and was paired up with Olzi. Before trekking to the city, Olzi went out of his way to personally take photos of inside and outside the vehicle and text it to us beforehand on a busy Saturday. He was prompt and responsive. Talk about great customer service. When we arrived, Olzi had the car ready and took us for a test drive. I was curious about some other cars while I was there, and Olzi patiently showed us other options. He was incredibly personable, yet professional and knowledgeable. If you are in need of a new/used car, Olzi is your man. You will love dealing with him. He listens to your needs and will go above and beyond to try and meet your expectations. Buying a car is not fun, but go to Olzi for a great, honest experience!

 
Carly Z. | 2013-12-31

This review is for service.

I called ahead to set up an appointment to have my front license plate mounted. I was quoted $80 for the installation and was told to ask for Jose.

When I arrived, all of the service team was waiting and were very friendly in greeting me. Jose walked right up and immediately offered to do the job free of charge since I had the parts for the mount and it was an easy job.

The waiting room was very nice and comfortable, and the job took less than 20 minutes.

Overall a positive experience and Jose did a great job.

 
Jill K. | 2013-12-16

I had a defective car battery and took my vw to fletcher jones. Heberto Delgado definitely went the extra mile. He exceeded our expectations, and was very responsive. Heberto was very personable and made sure I had an excellent customer experience. It was very stressful for me since my battery had kept dying, but he put me at ease.  He will keep my loyalty to vw.

 
Patrick M. | 2013-11-17

The service at this particular auto dealership is unparalleled and the sales staff is extremely personable. They go above and beyond to make sure each transaction is an educated choice and they do not pressure customers into buying more than necessary or than they want; each move forward in the sales process is a conscious decision of the buyer, not the sales associate.

Bought a 2013 VW Passat a couple of days ago and am convinced that when it comes time to upgrade in a couple of years, it'll be with Ruben Lobera at Fletcher Jones.

 
Daniel B. | 2013-11-15

First mistake, not checking the Yelp reviews of this place before I went. The overall low star rating is a huge clear red flag!

I bought a new 2003 VW GTI AE from this place in October of 2003. Still have the car and it's in excellent condition. Some time many years back I took the car in to Fletcher Jones or maybe it was still Loeber Motors then, anyway it was a lousy experience and I've never been back since. And that was when the car was under warranty! I have a great neighborhood mechanic who's worked on the car for years now that the warranty is long gone. Currently one of my remote keys is not working and my local guy can't resolve the issue it needs to be taken care of by VW. So... I think lets try Fletcher Jones once again. At least it looks like a new place right? The whole place has been remolded and maybe they tossed out the garbage in the service department. Last week I take the car in with the bad key and was told we need both keys to reprogram them. Ok fine I'll come back. Today I came back with both keys. I'm told it's $80 to reprogram the keys and it'll take about 1.5 hours. I had an enjoyable walk with my Lab around the neighborhood while I waited. I get a call to come and talk to them... Trouble, I can feel it in the air, the days about to go sour. I get back to the "service" desk and I'm told the keys no good I have to buy a new one for $221 and we're billing you $80 for NOT reprograming your key! Wait there's more! I'm told we did a "free" inspection of your car and you need about $1200+ of work done on it. I look at the list of "things" they say I need to do and what do you know everything has been done already by my local neighborhood guy or it's just BS stuff to get money to pay for the crappy rehab of the building. Oh there was a nail in one of my tires on that list... hmmmm wonder how that got there? Gee thanks for the "FREE" inspection that I DIDN'T ask for! I was fuming as I paid $80 for nothing but to be told I really should give them MORE money! Maybe I should have asked for a manage but my mood was so sour it was best I get the Hell out of there and NEVER EVER come back!!! The manager's surely the leader of the repair scams the ownership sets up anyway. If you love to be scammed and over billed for nothing by all means get your car service there. I will howl about this crappy place if anyone ask me about it!

 
Elizabeth L. | 2013-11-12

As a female, people always seem to tell you not to go buy a car on your own because they think you'll get taken advantage of.  Bullocks! Go ahead, put on your big girl pants and head to Fletcher Jones VW.
The friendly, honest, helpful guys like Jason at Fletcher Jones might actually start giving used car salesman a good name.  Jason was extremely knowledgeable about the VW products and features.  He spent extra time helping me weigh my options and, in the end, I felt like I came away with the best possible car at the best possible price.  He even did some online shopping with me to compare similar cars at other dealerships.  When it came down to it, FJ had the best prices and amazing customer service. What more could you ask for?

 
Simon C. | 2013-11-01

This review is for Jason Olexa, the salesperson we worked with at Fletcher Jones VW.  Though we did not end up buying a VW, that was more a factor of circumstance rather than Jason's service.  Jason was clearly excited about helping us find the right car, and went to great lengths to provide an exceptional experience.  His knowledge of the vehicles was top notch and he quickly identified what vehicles were a fit and what features we should consider.  The test drives were great (heading out to Lake Shore with a new Tiguan, and at the end of the day, getting the chance to drive a new Jetta back to Wicker Park).   If you are in the market for a VW, I highly recommend visiting Fletcher Jones VW and asking for Jason.

 
Sonia Y. | 2013-10-31

This is a review for the sales experience. I scheduled an appointment to test drive a 2014 Golf this week, with the intention to buy. After a miserable bait and switch experience with the Autobarn Evanston lsat month (find my other review), I sought out other dealers in the region with large inventories, Fletcher Jones among them. I'm a solo female shopper, but this time, I walked in with a buddy.

My experience was completely hassle free between walking in, to delivery. They were motivated to move product at the end of October, but I never felt emotionally pressured or manipulated by their staff (unlike the Autobarn Evanston VW team). Negotiations and final delivery were swift, clear, chillaxed, and fuss-free.

A shout out goes to Omar Ocasio and Priyansh Ahuja, for their respectful demeanor. I'd take it to 5 stars if I hadn't received so many phone calls during my search, but I guess that's how all dealers roll.

 
Ryan D. | 2013-10-31

After looking at the Passat TDI locally we decided we wanted to but the car.  The internet staff at Fletcher Jones was on it and very prompt in providing the best no hassle price.  After deciding that we were in agreement I explained that I farmed and could not get away during harvest to pickup the vehicle the staff ( Raphael Ferrer and Jason Olexa) decided that they could deliver the car to me in the field.  Amazing way to buy a car and exceeded good customer service.  Thanks guys.  Love the car.

 
Kira F. | 2013-10-23

I went to Fletcher Jones VW 6 months ago for an oil change.  They sent me a "savings" card in the mail and I decided to give them a try.  I was happy with the oil change because they detailed my car and for the cost of their oil changes, I thought it was a nice bonus.

During that oil change, they mentioned I was coming due for my 40,000 mile tune-up and I asked if I could get it taken care of the next time I came in for an oil change.

I contacted Fletcher Jones VW a week and a half ago to ask a couple questions about the 40,000 mile tune-up and the person who I spoke to said he would have to ask someone else to call me back.  I'm still waiting for the return phone call...

Today, I contacted my brother's friend, whose family owns a repair shop in Beloit, WI.  I copied the list of tasks Fletcher Jones performs for a 40,000 mile tune-up off of their website and emailed it to him, asking what he would charge me to complete the list.  

Fletcher Jones Quote: $1500.00 and no return phone call
Brother's Friend: $94.15

Now I understand that they are a family friend, and I do have to drive to Beloit, WI, however he told me that the list of items they are "inspecting" during your 40K tune-up should come standard with an oil change.  At least at their repair shop it comes standard.  I'm shocked and appalled at what I was about to pay for "inspections" on my car.

I'm cutting up the "savings" card Fletcher Jones VW sent me in the mail and will not be in need of their services again.  

So thankful I did due diligence and am not going to get ripped off!!

 
Katie D. | 2013-10-17

Alright, here's the run down. I see most of the bad reviews are about the service shop. I get it, getting cars repaired sucks. I'm here to talk about sales.

SO I originally go into FJ for service on my VW bug. She was getting up there in years and this was sort of our final trip as it turned out. While getting it repaired, I was offered a trade in value. To make a long story short, I worked with Jason O and somehow walked out of there with a new used car. I wished my old baby goodbye and was able to step into a nice 2009 Jetta. Jason and the whole gang were super friendly and willing to negotiate on the price of the car and didn't push me into anything I wasn't comfortable in. My new car is awesome and drives like a dream. Jason is not only awesome because he rocks my socks as a salesdude, but also because he likes cats and referenced Dr. Who a few times, so basically the car Gods knew I was coming and sent Jason as my Sherpa on the journey to getting my sweet new ride.

My grumpy cat sticker wasn't able to be saved from my old car, but there are sacrifices to be made.

Holla at FJ for your next car!

 
Liz M. | 2013-10-16

I drove to this dealership from Michigan after exchanging a series of email with a salesman about a particular car I was planning to buy.  Through the emails, he assured me that the car was in mint condition, and worth the price they were asking for it.  I decided to believe him, as the dealership had a relatively relatively good reputation.  

Upon arriving on Saurday afternoon, the car was pulled up in front of the dealership ready for my husband and I to drive.  Looking at the car, it was instantly clear that the car was not in the condition promised.  There were many places where the paint was chipped, there was a clear ding in teh drives rear door, a white paint smudge that ran from teh passenger bumper all the way around the side of the car, and the interitor was filthy.  The interior had dirt on the headliner, and the handle to adjust the seat on the side of the passenger seat was pulled out at an akward angle.  In no way was this car in the condition the salesman claimed it to me in.  Then, to make matters worse, when I asked to open the hood it was stuck shut.  

Once inside, the salesman tried to tell me that I had already agreed on the price offered and offered me a very low figure for my trade.  Then the manager came out and asked me why I was going back on the deal we had made.  I had never agreed on anything.

Overall, this was an awful expireince and I drove a long way and did not leave with a car.

 
Keir M. | 2013-09-27

This review is based on the service dept and guys that hang out in the ally all day. I have never been to this dealer and never will! All based on the guys in back. Every time I walk past this place there is a group of guys outside cat calling on girls and making rude comments that are not necessary. Based on the other reviews as well I would suggest concentrating on your job a little more instead of making people feel uncomfortable that walk past your dealership. Until then I will continue to walk on the other side by BMW - at least they don't harass people walking past them.

 
Garrett A. | 2013-09-11

I dealt with Marc and Jason to purchase a 2014 Tiguan and they were both very knowledgeable and not at all pushy.  It made for a very pleasant buying experience.  On the test drive Marc was extremely knowledgeable and insightful as I have never owned a Volkswagen.  As for the negotiating Jason was very quick to respond and offered the best deal in the area.  I will definitely look to use this dealership again in the future.

 
Benjamin L. | 2013-09-09

As you can see, neither of my previous service experiences went too well... I even brought this up as I dropped off my car last Thursday.,This visit was because most of the exterior lights stopped working and the dashboard gave a number of error notifications. Doing some research online, it appears likely it was a melted fuse panel, and sure enough that's what they diagnosed. The service consultant called early-afternoon to say it'd be ready in an hour, and around 6pm I headed to the dealer from work, with just enough time to pick up my car before a Rosh Hashanah holiday dinner. They pull my Tiguan around and I go to leave... BUT THERE'S NO POWER STEERING!!! I leap out, leaving my car blocking the garage exit and storm in to tell them there's an issue. The car hiker who'd brought it down said, "yeah, it seemed to drive funny but they said it was done..." WFT!!! At least this was an issue that was immediately apparent, but what if it'd been something else and that led to an accident or something? ONCE AGAIN, the level of quality assurance is abysmal at Fletcher Jones.

Because my car wasn't actually ready, they offered me a loaner, but it wouldn't be available for 20 minutes. At this point, I needed to be at my holiday dinner in 10 min. so I told them they're reimbursing a cab. When my car wasn't ready the next day (Fri), I then did take a loaner for the weekend. We're now pushing 3pm on Monday and I've yet to hear from FJ VW today to find out if my car is ready or not.

Since buying my Tiguan at Fletcher Jones in Mar 2012, I have taken it in for 3 different reasons and on all three they've screwed up the pick-up. On 2 of the occasions, it meant numerous repeat visits to the dealership before finally getting my car back and the issue resolved. They show an utter lack of care and an utter lack of respect for their customers and their customers' time. A cumulative 5 min. on their end would have spared me 4-5 hours (and counting...) of my time and lots of frustration and ill will I feel toward the dealership. Numerous discussions with their service advisors and customer care people have done nothing to improve the situation, so it's looking like it's time to escalate things to VWOA.

 
Isaias M. | 2013-09-03

In a Corner full of other dealerships this VW  dealer really stands out with an extremely friendly staff. I didn't feel rushed or pushed in the purchase of my Passat. Even the General Manager Came out to say Hi and show his appreciation for me coming in.

 
T P. | 2013-09-02

Pretty much every time I've gone here something has gone wrong.  The last time I was there, I needed a new battery in one of the keys, and when I picked up the car, they hadn't done anything with the key, but did go ahead and charge me for the battery replacement.  This past week I needed a light bulb installed in the front headlight.  Fletcher Jones quoted me a price with parts and labor of $495!  No, I'm not kidding!  A light bulb!  I called Chicago Import Service and they ordered the part that same day, installed it while I waited and charged me $113.  

Never again, Fletcher Jones.  Never again.  Chicago Import Service has my business henceforth!  If your car is out of warranty, don't go to Fletcher Jones.  Overpriced and terrible customer service.

 
Eugene H. | 2013-09-02

Ruben was great thanks for everything. The purchasing experience was flawless.

 
Brent S. | 2013-08-20

Went in with a smile...left with a headache.

Made an appointment for an oil change and tire rotation for 4pm today. Got there on time. Everyone was incredibly polite and professional - very courteous and service oriented. I was a "waiting" appointment...which they said on the phone makes you a "priority appointment - putting you at the front of the line". They also said the service would take 1 to 1 1/2 hours.

I got to know their waiting area very well...which is nice with a TV, coffee, etc. 5:45pm, the 1 hour 45 minute mark, I had the cashier call to see how much longer it would take. 6:10pm I was told to go to the cashier to pay. Was shocked when they then handed me a pager...to WAIT LONGER.

130 minutes for an oil change...then a pager? Seriously? I refused to take it and said I wanted my car, not their courtesy car wash. Car ready 10 minutes later.

Service demeanor is outstanding. Actual service is lacking.

 
AJ L. | 2013-08-09

Let me just start off with saying that I worked for BMW service for 10 years...I know customer service! Well I thought I did, until I stepped back into FJ VW service department yesterday.  I have a 2013 VW CC and my check engine came on.  I dropped it off in the morning with Chad Holsinger, my go to service guy since my 1995 Passat days, then my 2009 Rabbit, and now my 2nd CC.  The service is CONSISTENTLY GREAT.  Chad goes above and beyond and takes my concerns seriously and calmly. Six different people said hello (with a smile) to me in service and sales. I had a shuttle ride to work, and then they picked me up again at 6pm from the West Loop to take me back to service.  When I had dropped it off earlier, I dropped it off with no gas (running late :/ ) and I received it back with a few gallons.  Chad said he some laying around. Ha! Oops, maybe I was to keep hush about it...hmmmm... Also, my check engine purge valve repair was FREE. My car was washed and vacuumed so beautifully.  I feel like I totally took advantage of them!  I feel like I took too much and need to give back and so hence this review.   Chad is now a service manager and I knew he would be someday.  They have done a bit of construction to better serve the customers and better utilize their space.  Im so impressed and thankful for their service.

 
Joey G. | 2013-08-07

This is just about the service dept. I drive a 2005 VW Jetta.

I called this place around 7am asking if I could get my coolant topped off because a dashboard light came on and I noticed my coolant was low.  No problem.  

I got there about 7:30, and after 15 minutes, they said I needed to leave it there because coolant was leaking and the car was not safe until they fixed the leak.  Rather than offer me a loaner car, they called Enterprise so I could rent a car to get to work.  Thanks.  

Three different times during the day, a service member called me to tell me about a number of additional problems they found with my car, each of which would cost around $500 - $1000 to fix.  I asked one of my car-savvy coworkers about each problem they found and he said each was BS.  I declined probably 17 different services they offered.  If I had let them have their way, they would have charged me twice the value of the car.

At one point, they called to say that my ignition coil was cracked, and that if I didn't fix it within a few weeks, I would be faced with a broken engine.  I finally said ok.  Fix this ONE thing as well.  Then, IMMEDIATELY after, I called back changing my mind, declining the service.  The service member "didn't know" if the techs had already started working on this issue because he couldn't get ahold of them.  They are in the same building.  Obviously, he called back 10 minutes later saying they already did the work.

I looked up new ignition coil pricing online for 2005 Jettas, they run about $145.  The most expensive one I found was $220.  Fletcher Jones charged me almost $500 for this part, as well as $150 for labor.  I ended up blowing over $1000 at this rip off spot when all I wanted was a coolant top off.  I was desperate, needed my car to get to work.  I'm an idiot I guess.  

DO NOT GO HERE FOR SERVICE.  THEY WILL ROB YOU.

 
Liz B. | 2013-07-12

After several months of research and car shopping I finally decided to visit Fletcher Jones and see what they could offer. After spending the afternoon with John Taylor, a VW sales associate, I decided to make the move into the world of car ownership. John and his associates were great. They were very thorough, kind and were able to answer all of my questions. I am very happy with my purchase and look forward to many miles of fun!

 
Joanna S. | 2013-06-13

Buying a car has NEVER been so easy.  I can not rave enough about the wonderful staff from sales to financing, not to mention I have never loved a new car as much as I love my new Tiguan.  If you want a painless car buying experience, Fletcher Jones VW is the absolute place to go!

 
Elizabeth P. | 2013-04-23

I purchased a pre-owned VW Jetta Fletcher Jones Volkswagen about a week ago.  After visiting several dealerships, Fletcher Jones was very straight forward, friendly and informative.  I don't enjoy buying vehicles but Christina the sales rep. made the process smooth, quick and easy to navigate.  I felt she was very upfront with all of the dealerships information regarding their services and what they offered with the purchase of each vehicle.  Of course there was some negotiating but I feel they were very reasonable with the price!!!!  I recommend them! The pre-owned vehicles come pre-certified with a 2 year warranty to make you feel more comfortable.  They do all the licensing and title work at the location!  They even followed up with a call the next day to verify I was pleased with the purchase.  I recommend contacting Christina at this location if you are looking to buy.  She was knowledgeable about all the vehicles, fun to work with and best of all was not pushy!!!!!  I rarely give 5 stars but this was truly a good experience!

 
Lynne j. | 2013-04-08

Fletcher Jones VW Service is Amazing!

I was so thrilled with our experience, buying when we bought my  daughter's VW at Fletcher Jones last month, that I brought my car in for servicing here yesterday.

I have had good and bad experiences with dealerships, having maintenance repairs done over the years, and  I this was the best experience I have ever had.

Vince, the service manager, was amazing! Their work was incredible, their prices were great, my car in beautiful shape and they did even more then I had asked for or paid for.
They went well beyond the call of duty to make sure that I was thrilled with the experience and with my car.

I am as thrilled that I brought my car The Fletcher Jones VW Service Department as I am that my daughter bought her car from Fletcher Jones VW.

 
Selena L. | 2013-04-07

We did not purchase our car here, but have been here twice for diagnostics and an oil change. Their service is phenomenal from start to finish. The oil change was going to take about an hour and a half so they shuttled us to and from Michigan Ave (or wherever you'd like) to pass the time. Although I can't say anything related to the Sales department, the Service department is exceptional and I would recommend bringing your car here.

 
Katy O. | 2013-04-01

I actually had fun buying a car at Fletcher Jones Volkswagen! I worked with two different guys, Olzi and Jason in purchasing my new 2013 Passat and both of them were wonderful to work with.

Olzi did a great job of taking me through all that Passat had to offer including a fun test-drive down Lake Shore Drive. It was my first test-drive, so Olzi didn't apply the pressure too much, but stayed in touch over the new few days and then ultimately passed the baton to Jason who found me my new car!

By the time I FINALLY made my decision, it had already been a long day of car-shopping with me about ready to throw in the towel. Leaving another dealership defeated, we stopped by Volkswagen at the very end of the day -- despite it being closing time, Jason, Joe and Brett all took their time with me, gave great customer service and ultimately got me the deal and the car that I wanted.

I'm extremely happy with my new set of wheels and would recommend anyone looking for a VW to stop on in to Fletcher Jones - ask for Olzi or Jason and know that you'll be in good hands!

 
Tom W. | 2013-03-26

I had a really good experience here buying a CPO Passat.  I can't speak for the service department here  yet, but Jason in the sales department was great.  He made my wife and I feel very comfortable throughout the enitre car buying process.  We got a fair value for our trade and feel like we got a pretty good deal on the car as well.

 
Qadree H. | 2013-03-09

I religiously take my car to Fletcher Jones for service.  I have tried all of the other area Volkswagen dealerships and they do not come close.  The drop off service is great and the shuttle to and from work is stellar.  I walk in and they know me by name and I must say that does count for something.  They tend to stand by their brand with exceptional service.  Don't waste time visiting other 2nd rate locations.  The service level will not be the same.

 
Clay R. | 2013-03-02

Ok, so I have to update this review. I will say that a gentleman from the customer service department called me and apologized for not providing me with a loaner car. They ended up delivering the loaner to my office within the hour. It was fantastic!

My car ended up going in again this week (unrelated t o Fletcher, my 2011 VW Tiguan is a total lemon but that's a different post). Fletcher by accident put a scratch on my hood. They notified me and said they would be fixing the scratch free of charge (as they should). I got the car back today and it looks better than when I brought it in. I have to give them snaps for accepting the fact that it was their fault and not hassling me about it. I like honest people.

Fletcher Jones will have my business again. (Just NOT to buy another VW).

 
Melissa K. | 2013-02-17

I did receive a call from Vince the day after our service and did receive a refund for the $240 that I felt we were overcharged.  So, on that note, it was unexpected and very much appreciated and Vince was incredibly polite.  I don't think the error should have been made in the first place and I do still feel that we get ripped off every time we have had to bring the Jetta in, so I still wouldn't recommend taking your car to be serviced there...  but at least they did follow-up when they knew I was upset about the charges.

 
Jordan H. | 2013-01-29

I really had a great overall experience at FJ VW.  Our salesperson, Olzi, was very friendly (quite funny actually) and didn't make us feel pressured or like we were being handled in any way.  We knew what vehicle we wanted, what we wanted to pay, and were willing to purchase then and there.  Olzi did the perfunctory "we price competitively blah blah blah" but ultimately gave in to our ask (which was quite reasonable, so don't take this to mean that a crazy offer will be accepted if you just persist).

We purchased the vehicle, but the next day my wife was having some buyer's remorse and asked what we could do about getting a different vehicle.  After some hard work from Olzi, he was able to get his manager to agree to allow for a return and replace, and we went back and in a short matter of time received a different vehicle.  This by no means was something that was required of FJ, but we feel that they truly valued us and did their very best to make and keep us happy.

I'm really thrilled about having a salesperson and dealership who I feel I can depend on.  Kudos to the entire team there who took care of us (from detailers to shuttle drivers to salesmen to managers to finance).  Really top notch and unexpected

 
Al M. | 2013-01-08

Bought a Jetta TDI here yesterday and was very pleased with my experience. I came in a few days prior to talk leasing options, and the consultant who took care of me, Jason, was very helpful in going over everything. Based on my needs, he helped me to determine that purchasing was the way to go. What I really liked was that I didn't feel like I was being hustled at all, but instead felt that Jason was very honest and genuinely cares about his clients and their satisfaction.

Yesterday, when the car I was interested in was bid on by a wholesaler, Jason called me immediately to let me know and to see if I was still interested. When I decided it was time to make a move and buy the car, as it is exactly what I was looking for, he even went so far as to get the car taken off the truck before the wholesaler took it away! I saw the car transport as I walked into the dealership and I am so glad he went above and beyond to make sure I could get this car. Great customer service and the whole purchase process was very easy and smooth.

Fletcher Jones is a great company to work with - I had previously leased a car from them in California. I highly encourage anyone to do business with them. They are very professional and thorough. And Jason was great - go buy a car from him!

 
Joellyn M. | 2013-01-05

I've been a long time customer of Fletcher Jones Volkswagen, and for the most part have never had any major complaints...until now.  The customer service I received was so poor that I will never return.  I dropped my Jetta off for a routine service.   The initial representative that helped me, George, was very helpful. A technical problem occurred when the car was in their possession.  George gave me a quote on the cost of fixing everything on the car.  I took the car home until all the parts were in and George told me he would not be there the day I was to bring the car in for the service.  The "Service" Manager, Chad M. that took over for George did nothing to help me.  I do not think he even read the notes on my car.  He told me a larger total cost for the service than George did and when I questioned him on it, he said "Oh, I'll go ahead and fix that for you"...like he was doing me a favor by charging me what he was supposed to.  He also told me the technical problem that occurred while the car was in their possession was a fluke and not his problem to fix and wanted to charge me $1000 to fix it.  Simply said, Chad M. had absolutely no interest in helping me resolve the issue and when I asked him to speak with George he told me George no longer worked there.  This was two days later.  This experience not only made me question their integrity but also their desire to help their customers.  They have no concern for customer service.   I will never buy another Volkswagen from Fletcher Jones, nor will my husband who drives an Audi RS4, who also happens to be thinking about purchasing another vehicle but not from these guys.  It is sad that they treat their loyal customers this way.  Bottom line, if Fletcher Jones ever wants to be considered  a respectable and trustworthy dealership, get rid of your Chad Ms in your service department.  I am afraid they are very dishonest and wonder how many other times I was duped while I was a customer there.

 
Emily T. | 2012-12-28

Luckily, I have not experienced any of the negatives that others have written about on here. I was having trouble with the radio and my steering wheel buttons in my Golf, so I made my first ever appt with FJ's service dept. I was easily able to do so online, with less than 24 hours notice. Brought my car in the next morning, and was out of there within 8 minutes and on my way to work. They offered me a ride as well, nice! but I opted for the Clark bus that is right outside their location. My service guy Jose gave me detailed updates on the issue, and was very polite & courteous. My only tiny complaint would be the time it took for them to bring my car down when I came to pick it up [about 15 minutes]. Perhaps they were busy at the time, or short-staffed [it is the holidays!]. No biggie at all. Was just about to check out the cool looking espresso machine in their lobby area when my car arrived. I would definitely use their services again.

 
Katie N. | 2012-11-26

I recently brought my VW Cabrio in to get 4 new tires.  I not only got a great deal but the service was amazing.  Jose greeted me as I pulled my car in the service department and was very thorough. He then found the shuttle driver for me who then drove me to work in no time. Jose followed up by giving me a call during the day to give me a status update and another call when my car was ready. He then sent the shuttle back for me. Usually at dealerships, you are burdened with a lot of waiting around time, BUT NOT AT Fletcher Jones! My car was cleaned and ready when I got back to pick it up. I would highly recommend Fletcher Jones Volkswagen to anyone.

 
Mat M. | 2012-10-24

I bought a 2012 Volkswagen Jetta GLI here this past weekend.  I read up on some reviews about Fletcher Jones and talked to a few friends. Many of the reviews were either a) really good or b) really bad.  I'm happy to say that I had a great experience with Alivia one of the Volkswagen sales reps.

I was greeted immediately upon arriving by their receptionist and assigned to Alivia.  It was a Saturday morning and they were busy, but I was given immediate service.  I didn't find Alivia to be pushy and I found her to be really honest and just in general a nice person.

Fletcher Jones got me a fair trade on on my '04 Audi and John Lim their Finance Manager got me a great deal though Volkswagen credit.  I left completely satisfied.

Today I received a call from Lindsay in their service department.  Fletcher Jones provides a free 30 day car check-up after purchase.  I'm scheduled to stop by in a month, to make sure everything is still rockin' with the GLI.

I'd recommend Fletcher Jones.  Alivia was great too, she's new .. . so go buy a car from her!!!

 
Tanvir H. | 2012-10-05

Made complaint and manager sent a message back, appreciate it.

 
Danielle F. | 2012-09-26

I am very confidant each time I drop my VW Touareg off for service, under the direction of Jose Garcia, that the final job will be "As good as it gets!"  With Jose, communication is always very professional and thorough about what maintenance procedures are recommended and I feel he advises me in a very honest way.  I have all my service issues done at FJ VW and look forward to working with Jose Garcia because of his friendly and straight forward personality.

 
Sarah H. | 2012-09-06

If I could give no stars, I would definitely do that.  I have spent over 2k at this dealership in the last two months, and they still have not fixed my car.  They did give me a credit card in the mail saying I am now a valued customer.  Horrible service and very dishonest.  My Jetta's catalytic converter is only under warranty until 80,000 miles, and I am 100% certain that is what is wrong with my car.  I even had my oil change guy run my engine codes, and they told me the catalytic converter code kept popping up.  When I took my car to the Fletcher Jones dealer, with the same problem two times in the past month, the first time they told me I needed to replace the alternator harness.  I replaced that, the car worked for two days, then the check engine light came back on, and two weeks later my car started bucking and jerking again.  Took it back in to the FJVW dealer.  This time they told me it was bad gas, due to a recent recall of BP gasoline, and that they needed to drain all the gas and replace the gas filter.  I told them that I usually fill up at a Shell, and that the engine problem has been going on for a good 6 months now.  I also told them that I thought it was the catalytic converter, and that they should check that before it craps out on me.  They vehemently denied the catalytic converter was malfunctioning, and said that the bad gas in the car was probably triggering the check engine light.  In the end, they have not fixed my car, and I got rid of it before it could crap out on me again on some highway.  

After the first bad experience, it was stupid of me to bring my car back to the same place, but I wanted to give them another try.  Definitely not worth the money I paid, they were not honest at all about what was actually wrong with my car, and definitely will not go back there.  I have a coupon for a free mini detail if anyone wants that????

 
Amanda C. | 2012-08-27

This is a review for service- didn't buy a car here. I brought my car here without an appointment for service when a light went on. They saw me right away, fixed my problem and didn't charge me anything. I appreciated the fast and friendly service especially without ever having been here before. George was very helpful.

 
Laurie T. | 2012-08-15

My first contact was over the phone with Finn whose professional, friendly, knowledgable conversation drew me in.  I met with Omar who was patient, courteous, available, nice, and extremely helpful without being aggressive...at all.  My final contact was with Brett, in finance, who ended the purchase of my new tiguan with superb customer service.  The inviting waiting area is stocked with water, a selection of teas, and a multi coffee/tea dispenser.  They also throw in nice perks for purchasing there but don't use them as a selling point  :  )  Omar  gave me as much time as I needed to go over all the gagets.  A week later I went in for my first car wash and the superior customer service continued!!!

 
Ann W. | 2012-08-04

I have been to literally every VW in the city, the one in Evanston and Orland Park. FJVW blows them all away. Attentive service/beautiful waiting areas and I've never had a problem with my repairs. They have a shuttle service (free) if you need it. They wash the interior as well as the exterior of your vehicle. They are walking distance to Barney's (just sayin). Seriously, I've had awful experiences at most other VW dealers- save yourself the heartache and come here.

 
Claire S. | 2012-06-09

We recently leased a new 2012 GTI from this dealership. I went from calling about an Internet offer to test driving in 3 hrs, and from test driving to making an offer in less than 24 hrs. Our sales guy, Pete Burwell, and the general manager were both very friendly, responsive, and humble without being pushy. They made sure we were taken care of and respected what we wanted and our transparency in our decision-making.

The car is great, our experience was pleasant and streamlined, and we look forward to having them take care of all our maintenance for the next 3 yrs!

 
Dan U. | 2012-06-04

I recently just purchased a new car from Fletcher Jones Volkswagen and had a great experience. Brandon Moore in sales did an exceptional job helping me determine which model to purchase and making sure that all of my questions and concerns were addressed. Brandon is a pleasure to work with and makes the process very easy and pressure free. This is the second VW I have purchased from him and I'm sure it wont be the last. Also, part of my reason for purchasing here again is Josh Mendoza in the Service Department. Josh always takes great care of me, making sure all requests are addressed, calling when the work is complete, and following up to make sure I was completely satisfied. Overall FJ provides a great experience from sales through service.

 
Nico S. | 2012-06-02

I took my car to Fletcher Jones Volkswagen because of a transmission problem (it gets stuck in neutral when switching from 2nd to 3rd gear). I asked my customer rep (Oscar Arana) to have them look at the transmission and call me once they determined what repair work needs to be done. I also asked them to perform a regular service and to fix a water leak.

The next day Oscar called and informed me that the transmission needs to be replaced, for about $5000. This seemed to make no economic sense since my car is 11 years old, and I bought it 5 years ago for $8800. I said I have to think this over, but then Oscar told me that they also already performed the service and fixed the water leak for a total of about $500. I asked him to confirm that they found out about the transmission first and then did the service and repair before calling me, which he did.

I later received an email from Oscar with a proposal for repairs, including the transmission, replacement of breaks and a few other items for a total of $8200. This by far exceeds the value of the car, but he offered no alternatives or even indicated that it may not be worth fixing it. I then told him that I don't want to repair the car and that I will pay for the transmission diagnosis, but that I should not be charged for the service and repair since it must have been clear to them that the car is totaled before they did this, and they didn't contact me after they found out about the transmission.

Later I received a call from the customer service manager (Chad Holsinger), who told me that they did the service first, and as part of the service found out about the transmission, so I have to pay for everything. This is an outright lie and it is even documented in the paperwork that I reported the transmission problem to them. Chad showed no interested in resolving the issue, so I said I would contact VW and seek their help. At this point he threatened to charge me $50 every day if I don't pick up the car and pay what they ask for (I know parking in Chicago is expensive, but this seems excessive...)

I did contact VW and they were sympathetic and agreed that what Fletcher Jones VW did was clearly not in the interest of me as their customer. However, it seems that VW has no control over their dealers beyond warranty work and they were unable to help me. So in the end I had no choice but to pay for the pointless service and repair and to pick up the car (which I can only sell for parts).

I recommend staying away from Fletcher Jones Volkswagen to avoid similar trouble. They are clearly only interested in getting as much of your money as possible.

 
Kathleen I. | 2012-05-03

I can't even explain how wonderful their service department is.  Totally awesome experience.  Love this place.

 
Casey D. | 2012-02-11

I have been looking to buy a car for months and after being given the stereo typical car sales experience at other dealerships I was left with a horrible idea of what car buying is.

I saw a 2009 Jetta online at Fletcher Jones and inquired about pricing, thinking that the online price would not include the CPO and that there would be plenty of hidden costs. the email I received back was straight forward and noted that the online price included everything, including CPO, but not the tax and title. The even noted "No gimmicks" which I appreciated.

My boyfriend and I went to the dealership on a Saturday morning and worked with Joe Swain. Joe was great. He was honest and up front about pricing and financing and though we had done our research on Edmonds and Kelly Blue Book, Joe never gave us any sort of sales pitch or tried to push us into anything. He explained financing and gave us realistic expectations about payments. At other dealerships I visited, I was constantly being pushed to buy a new car, instead of the used car I was looking at. Joe understood that I was interested in a used car and never suggested that a new car would be a better choice, and he never tried to push any other car or any extras in order to inflate the price.  

I appreciate the fact that Fletcher Jones does not want to get into the sales negotiating that other car dealerships try. There was never a hidden cost or any mandatory extras with the car and they present the true price from the very first communication.

Needless to say, we bought the Jetta and were incredibly impressed with the honesty and transparency that the dealership demonstrated. I would highly recommend Fletcher Jones to anyone looking to purchase a new or used car.

 
Steve C. | 2012-01-30

I've been driving around in my GTI (bought from Fletcher Jones) for close to a year now and I really did love the little go-kart of a car. That is until I saw the GLI on the street last week and decided I was ready to be back in a car that didn't make me want to race every Honda Civic Si I saw at a stop light.

After reading every review I could find, I realized that the GLI is a pretty hot car; essentially the "sport" version of the Jetta like my GTI was the "sport" version of the Golf. Luckily Omar (the same sales guy who sold me my GTI as well as my sister's 2010 Jetta) still works at the dealership and I walked outta the showroom with my new GLI within a few hours. My payments ended up going down $5 a month, my insurance went down $27 a month, I put no money down and got a brand spanking new car. Woohoo!

Lucky for me car dealers cant sell cars in January. Seriously people, go buy a car right now if you're thinking about it. They wont be as willing to budge on price once people start forgetting how broke they are from the holidays and start spending money again.

I spent the weekend driving my GLI around town and I think I'm unhealthily in love. Much smoother ride and feels overall much more sophisticated than the GTI. Since it has the same turbo charged 4 banger my GTI has, however, I think I might still be inclined to wanna race any rice burner I see on the street. I'm 28 year old dork; I'm aware of this.

Just a quick note about the service department after dealing with them for close to a year: I read the other reviews on here. Yes, they will find any way to get you to spend your money but that's EVERY service department at any dealership. If you're doing major repairs at the dealership after your warranty is up, then I think you deserve to get ripped off. Otherwise, the guys in the service department have been really good to me while I had the GTI.

Also, I had the GTI for close to a year and didn't realize you get free car washes. How did I not remember this??? The new car is black. I think the service department will be seeing my face fairly often (henceforth why I'm also kissing their ass in this review). Kidding, kidding. (kinda)

Overall, I really am happy with this dealership.

 
Yevgeniy K. | 2012-01-09

Never been here for service but I just bought a GTI here and it was a very pleasant experience. I got a fair deal and they dealer was courteous and polite. Always returned my phone calls (and I called about 12 times waiting for my car's delivery).

 
Pat S. | 2012-01-09

For the VW Service: These guys are friendly enough, but they're friendly while ripping you off in true dealer-service fashion. I only brought the car here because my usual guy (Cassidy Tire & Service - they're great) couldn't do a VW diagnostic for the check-engine light coming on, so it was off to the nearest VW dealer. Like any dealer I expected wildly inflated prices for work that wasn't necessary, and when FJ told me we needed a long list of repairs totaling $4,772 (!) for a Jetta with a book value of only $6,250, I was not at all surprised. When they then knocked that down to "only" $1,700, throwing all of those numbers into question, I knew I was making the right decision to only get the $238 thermometer repair and kick everything else to the curb. (Though by opting out of their inflated head-unit replacement price, I also ended up paying $68 to confirm that my non-functioning radio was, indeed, not functioning.) I'm sure even that $238 was too much, but whatever, I get the car back to go somewhere better. Avoid dealer service like the plague.

 
Sean L. | 2011-12-28

I took my car in for a 50K service based upon a recommendation from a coworker.  I originally bought my Jetta TDI in California and had a great dealership I worked with on my car.  

I checked in with the staff at my set appointment time and discussed the service with my service advisor.  I also handed him a $50coupon I got from the Fletcher Jones website and he attached it to my paperwork. Needless to say the coupon was lost and I reviewed my bill and caught the error.  Read your bill and make sure that you are getting what you are paying for.

Second issue is that that I with the Jetta TDI's the oil is changed every 10K and the service team put a sticker indicating 3K was the next oil change.  I asked my advisor and he apologized for the error.  Which makes me wonder what else they did wrong.  I hope the correct oil was put into my car.

I will not go back to this facility.

 
Alison T. | 2011-12-19

I have dealt with Fletcher Jones for years and have not experienced what I did this morning EVER.  I brought my '99 VW Jetta in for service a couple of weeks ago, ended up opting not to have the repairs done (they wanted 3/4 of the Kelley Blue Book value of the car to repair it).  When I got into my car this weekend to clean it, the adjustment knob for the side mirrors was broken off and sitting in my driver's seat.

I called on Saturday to discuss what could be done as it was clearly broken off when I brought it in for service (I had not entered my car since it was in their possession besides driving it home after a 15-hour workday) and the man who I spoke to said it was no problem, that I should bring it in and he'd get it fixed for me.

However when I called today, I was essentially called a liar and told that they couldn't be sure that I hadn't broken it off and was just trying to get them to replace it for free.  Sounds like Bernard B and I had a similar experience.  I'm a lot of things, but a liar is not one of them.  NEVER GO TO FLETCHER JONES.  I know I won't again.

 
Upwa C. | 2011-11-12

I wasn't sure about buying a new car from here after reading all the negative reviews.  But, I've had my SUV for a year now, and the sales and service have been great.  

I used the internet to negotiate my sale and the process was seamless.  We agreed to a price, and when I was ready to go ahead with my purchase, it took around an hour to finish up the paper work etc and leave with my new car.  No gimmicks or surprises.

 
Gibson S. | 2011-09-29

David Savodge made buying our new Jetta Wagon a painless process.  He knows his stuff, gave us a great deal and even drove to WI to pick up our car a day early.  If you are looking to purchase a new vehicle at Fletcher Jones, ask for David.

 
Christa R. | 2011-08-23

Really liked my experience here. I bought my Tiguan from Rafael and everything was great. They let me drive it home even before all the paperwork was done. I bring it in for oil changes and car washes and it's all included. Financing wasn't the BEST but I new I wanted this car so I was going to have to deal with it.

 
Bernard B. | 2011-07-28

Avoid like the plague. Brought in my 2010 Jetta for scheduled maintenance under warranty. My spoiler was stolen while in FJ's possession. Yes, seriously. Stolen.

To be fair, they replaced the part at no cost. BUT it was also with no apology. I had to threaten to summon the police before anyone took me seriously. They even insinuated that I was pulling a fast one on them. (I was asked "Are you SURE it wasn't like this when you dropped it off?" and  I was told that they were going to "Go ahead and take care of it, EVEN THOUGH there is no way that this could have happened while the car was here.")

No way? Really? How about one of your scumbag employees stole it? Wouldn't *that* be a way??

Since they made the repairs at no cost, they could have kept me as a customer. But since I was I was treated so poorly, I will be taking my business elsewhere.

 
Norbert W. | 2011-07-21

Good, prompt service.  They explain everything to you.  I've only used them for routine maintenance, so I cannot comment on other issues.

Prices are competitive, particularly for location.  

They have explained everything they've done, even showed me a few of the parts (pictures) to give a feel as to what they're doing.

 
Sam V. | 2011-07-09

I recently purchased a Jetta from Fletcher Jones.  My experience was very positive.

Raphael and Doug (in sales) were extremely informative and pleasant.  Most importantly, they were never pushy.  They were quick to beat the lowest prices out there.  John (in finance) was also very helpful.

Finally, they were willing to store my car (free of charge) until I was ready to take delivery the following week.

If you're in the market for a VW or Audi, I highly recommend Fletcher Jones.

 
Sabrina F. | 2011-04-29

Brought our VW in a couple of times for some minor repairs and new tires.

Service is always fast, prices are reasonable, transportation is provided to and from the dealership, and our agent Jose gave us detailed feedback and updates via phone and email throughout the process.

Overall, a really excellent experience compared to the last two VW dealerships that serviced our car.

Oh - and FREE car washes!  Anytime you want!  If you're a customer you can drop in for a wash even if you're not getting your car serviced.

 
Jackie C. | 2011-03-07

This is just a horrible dealership.  Their complete lack of good business practices never fails to amaze me.

 
Elizabeth S. | 2011-01-05

Worst service ever!  I would never buy a car from this place!

 
Zarko N. | 2010-12-13

This is only about my experience with VW service at this place.  The dealership looks nice and you may be able to negotiate a good bargain.  

About 2.5 years ago I had to stop at a general (non-VW) service while visiting relatives in Minnesota because my Passat's brake control lamp went off (a false alert).  They checked everything and told me that the pads and the discs were worn out very little and in a very good shape.  

However, just a few months and a thousand or two miles later when I brought my Passat to this shop for a scheduled service they called me with a long list of things that supposedly had to be fixed.  Among others they mentioned that the brakes and the disk pads were worn out and needed changing.  Need I mention that I never went back to this service again.  My trust is hard to gain and easy to lose.

 
Kris P. | 2010-09-16

If you're looking to buy a VW, I have two words for you.  Brandon Moore.  My wife and I just purchased a 2010 Jetta SportWagen from Brandon, as well, and the sales process could not have been more enjoyable.  Yes, that's what I said...ENJOYABLE.  At no point did I ever feel like he was "selling" us a car, yet I walked out of our initial meeting knowing exactly what we wanted and why.  Brandon is a VW fanatic and was able to explain every option at a level we understood, but again, never trying to sell us on anything we didn't want or need.  The entire process revolved around our needs and moved at a pace we were comfortable with from start to finish.  After our initial visit with Brandon, I did my research and called a few other dealers in the area.  In the end, Brandon (and Frank) were able to put together a deal that made it a no-brainer for us to buy from them.

Our decision to buy from Brandon was re-confirmed AFTER the purchase when he sat in the back seat of our new car for 20+ minutes and walked us through nearly every operation of the vehicle.  This might sound tedious, but it was not at all and I loved the fact that before we even left the lot, our phones were connected to the car via Bluetooth and I understood what every indicator light on the dashboard meant.

Here is the last thing I'm going to say about our new car purchase experience. I walked in the door from buying the car about fifteen minutes ago.  This is literally the first thing I did.  That alone should be enough to convince you to at least go talk to Brandon if you're considering a VW.  You won't be disappointed!

 
Bex F. | 2010-07-26

I really have a major dislike of dealership service -- usually they're all jerks, treat you like you're stupid, jack you around and then charge you up the ying-yang for honoring you with their assistance.

I used to take my previous VW here a long time ago when it was under warranty.  Thankfully the service I needed for the newer-to-me VW was still covered by the warranty, otherwise I would have gone to Ted's (see my review of Ted's).  I can't say they fixed it fast, but I guess it didn't take forever.  They don't call when they say they'll call.  It's not ready when they say it'll be ready and/or they keep changing the time it will be ready.  I understand that they're busy but carving out 3 minutes to call isn't that tough.  I got there to pick up the car right when it was supposed to be ready and it was so bizarre -- everyone seemed to suddenly bend over backwards to be nice.  I guess because they knew they were going to make me wait a half hour.

The only saving grace to the service side of this establishment is Bill the courtesy shuttle driver.  Very nice guy and was very accommodating.  But people, lest you forget -- he's not your personal driver so don't treat him that way.

 
Jon S. | 2010-07-07

Purchased a new 2010 Jetta Sportswagen in June 2010, from Brandon Moore who is a sales consultant there.  Brandon was incredibly helpful, informed and respectful.  He was a pleasure to do business with.  If you're thinking of buying a VW, please see Brandon.  He knows VW extremely well and will provide you with a great buying experience.

I've NEVER in my life gone out of my way to submit a recommendation on a car salesman, and never thought I would.  This guy just deserves it.  Thanks Brandon!

 
David V. | 2010-05-24

These guys run an interesting racket.  I brought my car in to have three screws replaced on the plastic on the bottom of the car.  $8 per screw and $72 for 5 minutes of labor.  WTF?  This place is a total ripoff.  Look elsewhere for honest prices.

 
Sheree F. | 2010-04-27

Fletcher Jones VW serviced my 10-year-old Passat without problem...but that's the past in the present my new Jetta suffered a major mishap when the 90-day check was performed.  A routine oil change resulted in an oil leak developing the very next day.  They offered a standing option for a detail on my vehicle..the only thing I was looking for a couple of oil changes...they would opt for that...go figure.  A promise to return my vehicle to the house also somehow didn't happen.  I shouldn't have been surprised with that of the standard "defective part" claim.

 
Andrea B. | 2010-04-13

My initial visit to Fletcher was for a minor recall with my Passat. While repairing the part, they went ahead and wrote a long laundry list for other, non-related things to be fixed.  Aside from having half of them already completed about a month prior at a different dealer, VW specifically had made notice on the recall note that dealers were not to inspect the car for work other than the recalled part. The dealer that had in fact performed many of the suggested repairs reported Fletcher to Corporate for me, and immediately, VW sent me an apology and some gift certificates. Though, I lost all trust in the service dept at Fletcher.

Unfortunately, I had an issue with my battery/alternator recently, and I had to drive it to Fletcher simply because it was closest. They gave me an estimate for the repairs, and I called City on Irving (much preffered) to compare the rates. Fletcher was charging over $300 more than City. I would have taken my car to City from the beginning, except I didn't predict the battery would make it that far.

Needless to say, when I bragged about the quote from City, Fletcher lowered their price by about half of the difference. Since I would have had to get my car towed elsewhere, I went ahead with the service at Fletcher. Upon receiving my pricey invoice, there were two additional charges that had never been mentioned to me-even though I called a couple times to specifically outline all charges.

I would highly recommend looking for service on VW's elsewhere.

 
Kel V. | 2010-03-07

I had my car towed here after a tire blowout and discovering my spare had a nail in it, too. So -- one new tire, patch another tire. This took 6 hours (granted, I didn't have an appointment). Their service center is a clusterf**k, makes you feel like cattle being herded around.

The next day I discovered the patched tire was way low, tried to top it off and the valve got stuck open. I limped to All-Day Tire on Division, and they cleaned this up. They told me the piece inside the valve that opens/closes was not the right kind for a TPMS valve. NICE. Now, that MIGHT not be their fault -- it could have always been like that. But that's the kind of thing I would hope a tech would catch.

Also, for some reason they inflated my rear tires to 40 psi, should be 34. WTF.

The one positive thing I can say is that they were honest with me about how much wear was on the rear tires... I wouldn't have batted an eye if they said they needed to be replaced. However, they did try to sell me on a bunch of other services -- alignment, oil change, etc. I didn't bite on that.

Their price for this stuff was a tad on the high side IMO, even if the work had been top notch (which it wasn't). But, it's a dealership, so that's to be expected.

 
Kristian B. | 2010-03-03

I own a VW Golf from 2003.

One day my engine light went on out of the blue, but the car seemed to be running perfectly.

I immediately after drove it to Fletcher Jones to have it checked. Firstly, I explained the problem to the manager there, who then took the car to the garage to put the diagnostics-computer to it.

1 1/2 hours later (now close to closing time of the repair shop), the guy comes back and tells me: "How long has that engine light been on, cause there are a lot of issues with this car?" - I tell him; erhm, + the 1 1/2 hours you just spent on it, 2 hours. He wouldnt believe me, and told me that one of the ignition coils need to be changed (I had heard that was a common flaw on this car), and furthermore that some calibration thingy needed to be replaced as well, and a thirdly that the car should have a general cleaning of some thingy in the engine.

The repair would be needed immediately, as otherwise the car would break down and cost much more to fix, according to the friendly man.

Luckily they had a mechanic on the spot who was willing to work overtime (3 hrs) to fix the very troubled engine. The price? 1.278 Dollars including the diagnostics. Hmmm...

Luckily my scepticism made me pay the 125 Dollars for the computer check, after which I left the garage!

Yesterday I drove my car to another repair-shop, still annoyed by the fact I paid 125 Dollars for nothing. I explained the mechanic what the other guy had told me, and he checked the engine with the computer. The result: The ignition coils were in perfect shape, the engine was fine, but the engine needed to be calibrated: Price 250.00 Dollars.

Do not take your car to this place, they will try to screw you over, big time!!

 
Darwin S. | 2010-02-23

Have to say, I don't share the reviews of many on this site.  From sales to service, I've had good luck.  Recently, had A+ service done to my car, Service agent going out of his way to fix my problems with great sensitivity to my concerns.  Thanks, I can recommend, despite all I've read.

 
nikki s. | 2009-12-21

Had to come back and mention the fact that I got my car back...with my cd player powering off by itself and the window doing it's on thing when I push the button to roll it up. sigh. A friend of mine told me they must have caused a short or something. Had to call twice to get a response. They'll only look at the window. Never mind that my cd player/radio was running fine before. Inconveniently to me, I've got to take it back in --after the holidays, mind you, because who has time or wants to be without a car since you can't come up with a loaner car for me? Ugh!

 
Kelsey K. | 2009-12-14

Never before have I hated a necessary part of my life so much.  It's like having a toilet that is so cold and uncomfortable that the thought of it makes you cringe, but you know that eventually you'll have to go.  Yep, that's my relationship with F-J.  Their sales staff is douchey, but nice enough.  We have one sales guy there who we actually like because he's not a total idiot and he works with us, so we get cars there.  HOWEVER, these cars will inevitably need to be serviced at some point, will they not?  Oh they will, and your life will be shortened each and every time you drive into the always-packed service bay and are greeted by any one of the various incompetent service team members.  I lie, we like Jose, he's the only VW service team member who doesn't give me ulcers when I work with them.  

Let me explain to you our perpetual situation with the F-J "service" team:
Sales Guy: Hey, I see you have an '06 Passat that's in great shape and low miles.  Care to trade that in for this brand spankin' new '09 Passat with a worry-free warranty and tire coverage?
Adam: Yes.  Yes, I would like a brand new car with absolutely free service for 3 years as long as it covers everything.  It DOES cover everything, correct?
Sales Guy:  Yes, Mr. Kamp, it does cover everything except for damage that you cause to the vehicle.
Adam: Great, we'll take it!
---Wait a few months---
Service: Fletcher-Jones Service how may I direct your call?
Me: I need to make an appointment to see Jose in VW service, please.
Service: Not a problem. Hold please.
---Hold for 10 minutes---
Service: Okay, he'll see you on (insert day) at (insert time).
---Day of service---
Jose: Great to see you, Kelsey.  Okay, I'll get this taken care of.
OR
Anyone else: What's your name?  Okay, Kelsey, well it's estimated that going to cost you $300.  We've decided that anything that's wrong with your brand new car MAY be covered under warranty, but you have to pay to diagnose it, so that's not covered.  We're also going to need to to sign off on all of the repairs before we can tell you the final dollar amount and we won't call you to tell you the total.  You're just going to have to pay it when you get here.  Oh yeah, and our shuttle will make you wait for 30 minutes and won't take you anywhere near your house.  
Have fun with all of that.

Yeah, and they will charge you to fix things that they mess up.  Go anywhere but here or expect a headache.  I recommend Cassidy Tire for anything that they can do.  They're reasonably priced and fantastic to work with.  If you have to go here, prepare for the ultimate in frustration.  They suck.

 
Ellen M. | 2009-12-13

I joined Yelp so I could add my voice to the chorus below. DO NOT take your car here. Ever. What everyone else said: ridiculous prices, hard sells, no communication, no apologies; I say this after quite a few rough experiences there, and the last one took the cake, as it were. Like other reviewers, I was suckered in by the location.
I'll add my praise, as well, for Ashland Tire and Auto. They're wonderful. I'll also be going back to City Volkswagen, where I bought the car, or Evanston.

 
Paul M. | 2009-10-19

After being overcharged by nearly $600 for service because of the check engine light being on, the first time I drove my car, the engine starting violently shaking and the engine light started flashing. I had to have my car towed back to Fletcher Jones. Thinking that I had just paid a ridiculous amount of money to get my car fixed, it probably wouldn't cost me any money to repair what was most certainly the fault of the work that had just been done.

No. Despite not being able to explain why they were unable to find an error directly related to why I brought the car in the first time, they charged me an additional $300 for something that should have been fixed. My service consultant, Chad Holsinger, was very good at bullshitting about why the problem was not solved and was unable to help in any way. I would recommend avoiding Fletcher Jones for service at all costs.

 
Bethany K. | 2009-08-11

I had to return here for service about a year ago when my check engine light came one. I dropped my car off, and didn't hear from them for 24 hours. When they finally called me back, they told me that they couldn't get a proper reading from my car because off the non-vw cd player installed in my car and that they needed to reinstall it with factory wiring. 400 some dollars later I got my car back, with a cd player not anchored into the dash and slightly out of its compartment. I called and asked to have it re-anchored, no response, then left 4 messages with the manager of the dealership and never heard anything back. When I need to go to a  VW dealership for a recall, I head to the one on Irving Park. But for maintenance work I now go to Reliable Auto on Ashland. I'll never return to Fletcher Jones.

 
Andrew K. | 2009-03-11

Brought a pre-owned car for inspection.

- Mechanics invented numerous non-existent problems such as "huge oil leak" (when nothing was leaking) and claimed that these problems need immediate expensive repairs

- Stereo had to be reset, they claimed that this requires removing the whole stereo and would cost $100. I told them that actually all that is needed is to look up the stereo code, they lied again and said they can't do it. So I showed them the code sticker on the inside of the door frame to prove that they are lying.  

- Kept waiting forever in waiting room, representatives act as if they can't be bothered to talk to you even when you have an appointment

- Bogus "materials fees" for materials that were not used. I refused to pay and demanded refund for that portion of the bill

- Said the car would be ready by 3 PM but then it wasn't finished by the end of the day and I therefore I had to leave the car in storage and come back by taxi the next business day

- They have a whole front room full of cubicles which are occupied by guys, whose job is basically to push unnecessary services on clients who know nothing about cars, overheard them telling ridiculous lies to their clients on the phone

- My "customer service representative" (who repeatedly blew me off and lied to me) had a little plaque which was a laminated certificate for "excellence in customer service" in his cubicle. I took it off the wall of the cubicle and took it with me when I left the dealership.

So basically I drove off with his little certificate, hopefully that taught him a lesson when he noticed it missing. They can print him a new one, that is nothing in comparison to the rip-off job they tried to pull on me.

Look at all of the previous reviews of this place, there is a reason why they have been rated an average of 2 stars. Appallingly low rating which shows that my experience was far from unique.

Outrageous, if you can go anywhere else in Chicago for the same services, then don't go here. This is not a joke.

 
Diana F. | 2009-02-18

Ugh, I hate dealerships!

I went there for a flat tire to be changed because we did not have the wheel lock key. This was a minor $15 service, but upon inspecting our VW GTI, they came up with $4221 worth of stuff that supposedly needed to be fixed or changed. What an absolute joke!

When I picked up the car, it took them about 15-20 minutes to bring the car down. The next time I tried to drive the car, it would not start!

I called them about the problem, but the guy, Kyle, was useless in helping me diagnose the problem (which ended up being a dead battery). He said that they would need a to send a technician out there to see it, which I refused.

I suspect that the battery died while at the dealership, and that it took them so long to bring it down to me because they were jumping it. Regardless, I'm never going back.

 
Coco K. | 2009-01-03

Is there a zero star option????  TERRIBLE service!  We drive a Passat and are forced to go to the dealership for certain services and dread going to Fletcher Jones.  They are incredbly shady about prices (tell you it will be $250 and you go to pick up the car and it's $320), have nothing but excuses for why they can't hit deadlines (my favorite was that their computers don't work sometimes so they aren't sure if they can get the programing completed, when I asked why they don't work I was told by their award winning customer service rep with nothing but excuses that "You know computers, sometimes they work and sometimes they don't!"....actually....that hasn't been my experience), AND  finally if you schedule a appointment for service it's an appointment with the customer service rep NOT to get your car in so "you may have to wait" longer than they told you.

Honestly....if you pay premium prices should't you receive atleast good service?  I am so tired of going to car dealerships and having experiences like these.  You can't trust them...and after my few dealings with Fletcher Jones Chicago...YOU REALLY CAN'T TRUST THEM EITHER.  Make the trip to Evanston, do whatever you can to avoid this infuriating experience.   They will rip you off.

 
Bouchette J. | 2008-12-30

Amen to one-star raters.  Here's my F.J. tale:
* Called for appt. Couldn't get one for another 3 days.
* My appt was for 8:15a (could only make an appt between 8:15a and 1:15p...what do 9-5-ers do?) and was called near 5p and told that it hadn't even been looked at yet.  Why did they have me do without my car for a day when they weren't even going to look at it?!
* Called at 4:30p on the day I was to pick it up. They say they close at 5p. No answer. Keep trying. Give up and call the sales dep't. They say that the service technicians usually leave early...around 3p. They have to make special arrangements now for me to pick up my car.
* I arrive to pick up my car. It won't start. The guy goes to jump it. It still won't start! Now my car's worse off than it was to begin with!  I have to take a $10+ taxi home b/c I was expecting to drive home! Plus, now, since it's C-mas season, I won't have my car for another week! Was planning on driving up to WI with it. And can't get a loaner now b/c it's too late!
*They still don't know what's wrong with it.
*I arrived and the inside windows were all moist, making invisibility impossible (this being the reason I'd brought it in in the 1st place).
Prime example of Location, location, location!

 
Anthony B. | 2008-12-11

Let me just say that I recently bought a 2008 VW rabbit and not only is the car wonderful but working with Mike Moreira restored my faith in car dealerships. I had visited Grossingers Toyota and a few other shady dealerships and nothing compared to the professionalism by Mike.
I emailed an inquiry to him over a year ago, And I was planning on buying a car for the next year Mike would continually email me any specials, updates, and actually suggested for me to wait to buy a car until I felt comfortable. After helping me via email for several months I finally completed my purchase without haggle, pressure, and nothing but exceptional service. I Highly reccommend buying from this dealership. Not only are they local but they are timely, and I preferred
them to the Autobarn mostly because I had such a positive experience working with Mike who is the Assistant Sales Manager there.
Absolutely headache free. Who would have thought buying a car could be so easy!

 
Esther Y. | 2008-06-23

I bought a car at Fletcher Jones VW recently, and I had a really nice experience.  First off, I would definitely recommend the sales person I had, Jack Sanseeha.  He was awesome.  He is very straightforward, not a creepy car salesman type of guy, he's normal, and can joke.  I know what constitutes "normal" differs across the board, but he really is normal.  I never felt like he was pushy, I never felt like he was steering me towards the car I didn't want, and I definitely appreciated his post purchase follow up calls.

All in all, go in with your research done.  Once you do all of that, the rest depends on your negotiating skills.  If you are not good at it, then take someone who is.  I was there for 5 hours from the time I went back to do a 2nd test drive until I drove away with the car.....so, brace yourself.  I did get free lunch though :)

 
Jonathan S. | 2008-05-21

My experience is limited to getting an estimate from these guys, and it was obvious that they were trying to rip me off.  They wanted to bill me for 2 hours of labor to change a battery (it takes about 15 minutes), wanted to charge me for a new oil pan solely because i was a little low on oil (someone failed to notice the very obvious oil leak on the much less expensive to fix valve cover gasket).  I was also upset that the labor cost to replace a Volkswagen "lifetime warranty" muffler was multiples of the cost for parts and labor elsewhere.  

After being told such obvious lies on the repair estimate, I had to assume that the rest of the fixes they suggested were not necessary, so I declined them and took my car elsewhere.

 
Kathleen C. | 2008-04-23

Not a fan. Bought a 2006 VW Passat from them a couple years ago (which we have since traded in for a more reliable Lexus). They were great until we left the lot with the car (big surprise). About 2 days later the car died and they pretty much refused to help us. We finally got VW service to come get the car (14 hours after calling) and my husband had to spend half the day in their waiting room because they wouldn't give him a loaner for work done under warranty. Awesome.

 
Nicholas H. | 2008-04-18

Ya know, I will be nice and give this place 3 stars for taking me "last notice" during a time of crisis.  BUT.....BUT.....BUT, I will admit, this place is insane when it comes to pricing.  I brought my car in for a new head light and it ended up costing me $400 because they said that the head light casing was cracked.   Not to mention, they did a "complimentary" inspection of my VW and estimated that the total cost of repair was over $4K.     $$$$4K!!!!!!!!!!  UM, that is more than the BLUEBOOK value of my car at it's current state.  I'd rather take that $4k and buy a VESPA.   LETS JUST SAY, I"VE BEEN DRIVING MY CAR SINCE THEN (10K MILES) AND EVERYTHING HAS BEEN PERFECTLY FINE!!!!!

LET IT BE KNOWN, it has been over a year and a half since my visit and my car is running great.   I think Fletcher Jones is full of HOT AIR.  The only reason why  I go there from time to time is convenience only seeing that I only live a block away.  Otherwise I'd rather have some BLIND RUSSIAN holding a vodka bottle with three fingers work on my car.

-Nyky

 
Al D. | 2008-03-01

As a life-long automotive enthusiast, I usually like to do routine maintenance on my own, or at least have one of my buddies do it for me.  However, when the cold weather arrives, I'll usually take the car to a "reputable" shop for service.

In December of 07 I started hearing a metallic moaning noise coming from the front end of my VW. I suspected bearing failure (which is acceptable at 40k miles) Having bought my Jetta 1.8 T only a few months before, the car was still under warranty. Thus I was bound to taking the car to VW dealers. Not every dealer is shady (City VW, Pugi, etc), but some are (Autobarn) and Fletcher Jones is one of them.

Since I work downtown, I came up with the "bright" idea to have this noise inspected at Fletcher Jones. I made an appointment for noon on a Tuesday, and had the car promptly there a week later.
The service bay inspector asked me what I was there for, then said "Well, we can't service you in today; we're down six mechanics."

I said "Six mechanichs, ay? I had an appointment made last week."
He said "Sorry, nothing we can do, unless you want to leave the car overnight."
I said "And how will I get to work at 6 am the next day? Do you have loaners?"
He said "No. That's only for Audi's."
I said "So I drove over here thinking I had an appointment made. I showed up, and now you're telling me you: can't service the car, you have loaners but I can't have one because they are for Audis even though VWs are  Audis, and there's nothing you can do until tommorw."
He said "Ya"

I asked to speak to his manager.

The service mamnger came forth, and proceeded to tell me the situation. And I told mine. He told me, with using some select four-letter words out of the blue, that he couldn't do anything, and that usually they don't even have appointments for noon so he didn't even know why I was there.
I told him "Look! I am willing to give you my business! All I want is for the darn car to be looked at! What is this nonsense of "not having noon appointments" when I had one? And why was I not told that by some freak occurence you are down six mechanics today? It would have saved me some trouble."
He got irritated, rolled his eyes, tried to walk away, and I demanded he give me the number to the closest VW dealer. After some coaxing, he did.

I went to City VW on Irving Park rd and Central, they took me in right away in the middle of a busy day. Within 30 minutes they told me the car needed not only a new bearing, but also new struts, which they'd replace for free under warranty. And I got a free loaner for the next day from Enterprise by City VW. It was smooth sailing from then on.

So all in all, stay away from Fletcher Jones.

 
john h. | 2008-02-25

Hi there, thinking of getting your car serviced at Fletcher Jones?  I have a better idea, why don't you find someone wearing a really nice suit walking down the street, maybe a wealthy banker or an oil tycoon, and hand him or her $1500 in cash and walk away.
I know what you are thinking... "Wait, why not give that money to charity, maybe rescue some panda bears or a feed an African village for a year?"  No! Its not the same thing because using that money for something useful might make you feel good.  Trust me, do it my way because you'll feel like crap and then you can go get your car fixed somewhere else for a reasonable price.
After giving them a small fortune for 'service' and 'maintenance' they messed up a caliper valve during a brake fluid flush, tried to tell me its just "them rough Chicago winters" before trying to sell me a new caliper for THREE TIMES what another mechanic was going to charge me.  The other mechanic actually found that the caliper was fine, and it was just a little valve and he only charged me labor.  So.. FLETCHER JONES almost charged me TWELVE TIMES what it actually cost to repair my car.  Awesome!  
Fletcher Jones = the picture of dishonesty.  You might as well apply this review to BUYING a car there too... unless you think somehow the morals magically appear in the showroom.
Go to Ashland Tire and Auto (see my review) and then donate the balance to someone less fortunate, maybe a recent Fletcher Jones customer.

 
Michael C. | 2008-02-13

if i could put negative stars, i would. thus place is a joke, and a bad one at that. I purchased a new 2007 rabbit from this place about 7 months ago. I was promised a new grad program incentive of my first months payment covered by the company. i did not have a copy of my degree on me, nor a copy of my w2 to prove my work status, so the salesman, eager stever, said "its no problem!, bring it in within the week or so, and you will be good." well, i did, i took it in the next day, and he said he would send the info over to vw credit and they will issue the payment for my first months payment since I was a recent college grad. I thought i had done pretty good for my first purchase.I WAS WRONG.
i actually received a bill for my first month payment , and Fletcher Jones could not be bothered with returning my calls, and no one really knew who i should talk to about it. they finally transferred me to mike, the finance person who was about to go on vacation cause he was getting married. he said i in fact did qualify, but since the dealership offered me 0% financing for 3 years, i could not have the grad deal. hmmmm, something maybe they should have researched before letting me believe i had a $530 credit.
AND THEN THE SERVICE/OIL CHANGE episode comes into play...90 dollars to check my fluids and a door issue, as well as a radio system that would o berserk out of the blue. my car has 3.000 miles on it. it is still less than needed for an oil change, but they insisted i do so, or the threat of "VOID OF WARRANTY" lingered. they  kept my car overnight, did not offer a replacement car, which was a selling point in my decision to purchase the EXTRA PLATINUM warranty,,,and did not call me to let me know what was happening with my car, i could not get in touch with the agent who initially took my car...i hate this place with a passion, and am searching for a new place to take my rabbit for its rehab from these jerks!!

 
K P. | 2008-02-12

I tried to purchase a VW Passat from these schmucks 12/30/07. I came in and saw them, came back again, worked with the sales person (Jack S.) agreed to a price over the phone and then had to come back in only to RE-negotiate the same price we had already agreed to. This wasted 1.5 hours of my time!!! Shady tactics included pointing out a car that was "new" on the lot, but not the one I was buying - hence they couldn't really come down on the price too much. When I finally got to the trade-in, they would only give me $22K even though I had the KBB that showed $27K. I walked away from the whole deal. I won't even take my car back for servicing. They lost all current and future business.

 
Erik B. | 2007-10-18

I've had nothing but atrocious experiences here. When servicing my VW for a recall, they tried to sell me a bunch of other services I didn't need. I then made the mistake of returning for a standard 50K checkup and oil change, where they proceeded to charge my nearly $100 for an oil change and even more in other "labor" costs that I SPECIFICALLY asked them to avoid (e.g. I'm competent enough to check fluid levels in my own car).

To top my second experience off, I KNOW they put a huge chip on the top of my driver's side door b/c I religiously check my car out before I drop it off for service. After hours of dealing with customer service over the phone, they wouldn't own up to it.

Never again!

Be sure to check out Ashland Tire and Auto! They're awesome!

 
Sara O. | 2007-01-24

I've taken my car into this place enough that one of the service guys knows me.  This is mostly because as others have said, it's the central VW dealership of the city with the other one being way up on Irving Park.  Seeing as how I live down the street, however, it makes sense to just go to FJ.

Every time I've gone in the service reps have been nice.  I always bring it in around 8am and expect to have it back around 5.  Thankfully they've never had to keep my car any longer, although it almost happened once for the same reason as listed below - they just hadn't even started to work on it until late in the day even though it had been sitting there.  I do usually have to call them to see whats up with my car because no one has called me yet, and I think this is because they are so busy that they find it hard to have time to call people in a timely manner.

In terms of how much stuff costs here - pretty much outrageous.  My oil change on my VW was $45 which is still a lot for a simple oil change, however while my car was under warranty I figured it would be for the best.  Most anything that went wrong was indeed covered by warranty and therefore was free, however now that it has run out, I doubt I will be returning to pay their exorbitant fees.  My former roommate took her Honda in here for some problem, they quoted her $900.  Her dad called around and got quotes anywhere from $450-$550 so after telling FJ this, they matched the $550 price - good for her for doing that, but that means this place routinely overcharges in comparison to everywhere else which is a bit inexcusable.  Also, they told me I should get a fuel injection cleansing dealy thing.  Their cost?  $200.  Everywhere else?  No more than $150.

So basically, I think they're nice enough here, the place is reputable, I've had no issues with anything they've fixed and they're rather attentive to anything that needs to be addressed (although I'm sure it's because they want to fix every single thing themselves so they can rack up those bills).  However, the price leaves a lot to the imagination, so I'd suggest that unless you're under warranty and HAVE to go to a dealership, try somewhere else.

 
Francis K. | 2006-12-30

With almost every auto maker providing 5 year warranty on their equipment it is surprising that people should still have any anxiety bringing their cars in.

Old habits... Fletcher Jones is the most convenient -I bet you they know this- car dealership for city dwellers. I brought my car in while on holiday figuring this would be easiest. How I wish I went to City VW where we purchased this car and got proper service. How on earth replacing keys, resetting the XM Radio and replacing a cracked mirror took more than a day is beyond me. The car was in at 7:30AM and it wasn't until 3PM that I get a call announcing that they just started working on it...

wha!? You ONLY needed to find the cars electronic ID and match it with a new set of keys -which you clearly already had in the store- This means... nothing to diagnose or at worst a 10 minute job TOPS! Then locate replacement mirrors, and reset the XM receiver. Another 20 minute job tops. I am clearly missing something... and next time me-thinks I am heading to Irving Park. They have certainly earned the right for a review.

Oh yeah, after the two day wait, I still have to return the car to get the mirror replaced because parts had to be ordered. This means you get an extra $30 for the labour.

Sure we have a 5 year worry free warranty! WANKERS!

 
Patrick W. | 2006-12-17

$94 for an oil change. 'Nuff said.

I took my Volkswagen here three times because it was more convenient to my house or office than any other. Until a new dealership opened on the far northwest side, I think they might have been the only VW dealer in the city. The first, for the aforementioned rip-off oil change. When I balked at the price, the advisor said it was because VW recommends synthetic oil. While that's true, the price is BS- the receipt said they charged $12 per quart of oil- if you've ever bought motor oil, you know this is a little less than what it costs for a six pack of quart bottles of oil! It was enough of a hassle to get the car there that I just went ahead and had the work done. The staff was really pretty rude when I picked up the car- no one said thank you or even hello. I've since been going to another dealer in the suburbs that charges less than half that much.
My other two visits were for recall/warranty work- I had no problem with the work FJ did; just their prices. The first was a recall on the front door speakers- evidently they can shake loose and rattle. They re-attached the speakers and things were fine for about two weeks. The problem was when my girlfriend picked up the car- again the staff was rude, and the porter that brought out the car (they didn't even wash it, which is usually expected when you have work done) was talking on his cell phone and just got out of the car and walked away without saying anything.
About a week later my remote door locks stopped working, so I took it in for that and asked that they fix the speakers again. The work was done on time and at no charge, but the speaker problem happened again after a few weeks- and it's not like I'm blasting bass-heavy hip hop. And again, the staff was pretty rude when I went to pick it up.
As I said, I've since changed dealerships, using Autobarn in Mount Prospect, and have been much happier and have saved a lot of money.

 
Jason C. | 2006-12-05

I had a difficult experience two times at this location and do not recommend it to others.

I am on my second Volkswagen and love it.  Coming from Michigan, I was used to very decent service at a dealership there.  I expected the same level of service at a top-notch Chicago dealership.

Not only did I have to return my car to complete work that wasn't done well the first time (my windshield leaked severely after being replaced), but they were unwilling to refund part or all of the labor cost for my trouble.

I could probably have dealt with the dealer not refunding the cash ... given a good reason... but the real customer service problem here was that the service "manager" did not return repeated calls.  I once reached him and he seemed like an "okay" guy, promising to follow-up on my problem... but I could never reach him again.

I expect to purchase a VW or Audi for my next car.

Fletcher Jones will not see any of this business.

 - Jason

UPDATE! ** I just enjoyed purchasing a new VW from *City Volkswagen*  Great experience over there.

 
Ren H. | 2005-08-27

THis is where I take my Volkswagen every time it acts up and the staff here is so great!  They always take the time out to look at the car and lay it on the table for me what the real problem is.  They are usually pretty busy but always manage to have my car ready by the end of the day or promptly the next day.  And they give you rides home if you have to leave your car overnight.