|Address:||19545 Langley Bypass, Surrey, BC V3S 6K1, Canada|
|Working:||7:30AM–8PM 7:30AM–8PM 7:30AM–8PM 7:30AM–8PM 7:30AM–6PM 8:30AM–6PM 11AM–5PM|
This morning at approximately 7:30 am, I was ejected/kicked-out Gold Key Langleys service department by Lindsay. Upon my arrival, Lindsay asked me my name with a scowl on her face and in short tone. As soon as I said it, she yelled at me to “Get out!! How dare you show up here after that scathing review!!” I replied “What, I’m not allowed to voice my opinion after you called me yesterday with an attitude and told me to take my car somewhere else?”. She replied “Yeah, so!”. She then followed with “Take the review down and we’ll service your car” (ummmm……isn’t that blackmail, extortion or something?). She continued to whip her finger up and demand I get my car and myself out of there over and over stating that I’ve made her so mad that she was shaking uncontrollably. I stayed as calm as possible because I couldn’t believe this situation and called my husband. Lindsay was then insistent on finding out who I was calling. I informed my husband that I was being kicked-out of Gold Key because I posted a negative review the day before. He replied “Are you kidding me?! Well, just wait if they thought that one was scathing.” I asked him if he could hear Lindsay in the background demanding I leave and telling me to take the review down and he confirmed he could. I then hung-up the phone and asked Lindsay if there was an owner in and she yelled “No!” and then proceeded to state “and it doesn’t matter because we’ve all discussed you and decided this!” (ummmm…..isn’t that conspiracy? And the management/owner(s) really condone this behaviour? WOW!) I took the general manager’s card, that Lindsay happily gave to me (like a cat that ate the mouse), and left. June 14, 2016 (the day before), I experienced car problems (I think a serious one as I had little acceleration and flashing coil and engine lights), proceeded to work and phoned Gold Key Langley and tried to set-up an appointment asap. I was told no appointments for a week and received tentative/defensive replies and tones from the customer service rep. As I questioned why such a long wait and wasn’t there any time I could get in to get hooked-up to the diagnostic machine to see if it was a serious problem or not, she was insistent there was not. I was even willing to come down and wait my turn if that would work. No go……wait a week for an appointment or drop-off any morning to leave my car with them for the day. I still did not understand why such unwillingness to help or care what the car issue was so I sent an email to the management heads trying to explain my frustration of their apparent “no room” for kind of emergency situations…..I would have even taken a couple of days away appointment but a week seemed ridiculous to me as I didn’t know how serious the car problem was. A couple hours later, I received a phone call from one of the service managers, Lindsay. She called me with an ill-tone and confirmed there was nothing they could do differently as they werent going to change any scheduling around to suit my needs because everyones busy, not just me, and I was welcome to take it somewhere else. She was completely defensive and offensive….and Im thinking.....isnt your job centered around customer service? Mine is and I would NEVER come across like that OR say anything she had. Lindsay’s call was the final straw and I wrote a negative review online reflecting the terrible customer service, in my opinion, that had taken place. Actually, I wrote my initial drawn-out review and then an hour later edited it to a short form so I’m not even sure which review Lindsay’s so enraged by. All-in-all, the treatment I have received is completely horrendous and so WRONG. NOT ONCE DID EITHER GOLD KEY LANGLEY REPRESENTATIVE CARE WHAT WAS WRONG WITH MY CAR, WAS IT SERIOUS, SHOULD I BE DRIVING IT, WAS I SAFE DRIVING IT AND SO FORTH. When youre in customer service, you should NEVER resort to the treatment/tactics that Gold Key Langley has.
Nearly 20 years a VW owner and have never been treated as an unwanted customer by a VW dealer as much as Gold Key Langley VW has recently. My 2005 Passat TDI Wagon Ive lovingly owned for 11 years broke down two weeks ago, and after receiving a repair quote of $6500 to replace the failed transmission I decided it was time for a new VW. I negotiated a deal with Gold Key Langley VW on a brand new 2017 Golf Sportwagen, paid a $1500 deposit, had the credit app approved and requested a Tornado Red Comfortline with 4MOTION and Convenience Package. After some searching it was discovered there were only two left with that configuration in all of Western Canada, both in Alberta. I agreed to pay the transport fees if they needed to bring one out for me. So I waited a day for confirmation if they could get me the vehicle I wanted. I was told the next day there were NONE available now in all of Western Canada, but they had a couple other colours available for me. Unfortunately I had already set my mind on the red one, but I told them I would decide on a different colour by the next day. That evening I called two random Calgary VW dealers, both of which informed me there was indeed the exact vehicle I wanted arriving from the factory the following week and it was unsold. I spoke to the dealership that owned the vehicle and within 20 minutes over the phone they had offered me the exact vehicle I wanted, for $1500 LESS than Gold Key Langley VWs "absolutely best possible price"! Turns out Gold Key Langley VW doesnt get along with the Calgary dealer who had the car I wanted, but my business wasnt important enough to them to put aside whatever petty politics or childish disagreement the two dealerships have between them so as to provide me the vehicle I wanted? Needless to say, the next day I walked into Gold Key Langley VW, cancelled the agreement, got my deposit back and completed the deal with Northland VW in Calgary. I just happened to be traveling to Calgary this week, so I am picking up the exact car I wanted tomorrow, at a better price, and all the while being treated as a valued customer the entire time since the first phone call. And to add insult to injury... I contacted Gold Key Langley VW to offer them an opportunity to get my business for the extended warranty, and the email reply I received from the finance manager was "I’m going to pass, thank you for the opportunity". With the recent VW TDI emissions scandal, and in this day and age of social media that we live in, its absolutely business suicide to treat customers this way. Needless to say, Gold Key Langley VW will NEVER get my sales business or any future service business from the two VWs we own, and Ill be sure to let any other VW owner or potential VW buyer know they should go elsewhere as well.
Every time I go to Gold Key Langley its clear they care more about making money than customer service. From when I bought the car and the sales guy told me he needed the sale so he could collect his $1500 bonus for selling so many cars. On the day I was supposed to get my new car the lot boy drives into the door of the showroom. While I was pissed I get things happen. I ask the sales guy how I am going be compensated for the damage to my new car and he tells me how pissed he is because if I walk away he wont get his $1500 bonus. I ask to speak to the service manager who keeps sending his sale rep out to me. I can see the guy through the window... After going back and forth with the sales guy as the intermediary I told him to get the sales managers ass out here. Is he scared to speak to a customer? Is there some hierarchy at this place that its beneath him to come out and talk to his customers. In the end I was given a crappy resolution probably because they were worried about the money they were losing because of their guy driving it into the showroom door. I would have liked to walk away but my wife had her heart set on the car. To this day in the right light you can see where the damage is. From a service perspective, two out of the three times I have had to go there, I get an excuse as to why my car cannot be washed after paying their ridiculous shop fees. Plus its always parked way in the back of the lot. No one drives it up for you like every other dealership I have been to. Its funny how it has bumper to bumper warranty and yet I have to pay $150 every time the check engine light comes on? The guy tells me if goes on come back as I suggested I should probably just buy a machine that can tell me the error code. He says I cant promise we wont charge you for the hour but if its the same problem its a really big job and we would want to do the work. I see, so its about the money again at Gold Key? If it goes on again trust me I will give this big job to another dealership. I have had many cars in my day and this is the first dealership I have ever had to do this. I recently had a situation with my Toyota. I go to Langley Toyota and the guy pops the machine in, sees it was a quick fix and says dont worry about it. Thanks for your business. I am not even under warranty anymore. I will probably never buy another VW product and if I do, it would certainly not be from Gold Key.