Capilano Volkswagen

Being Jerked Around. My experience at Capilano VW has been extremely poor. They were unprofessional, belittling and time wasters. I recently went into their facility My experience at Capilano VW has been extremely poor. They were unprofessional, belittling and time wasters. I recently went into their facility to test drive one of their used vehicles. I provided all of my information and even asked if I can put in an initial offer. I was told to wait a couple of days so that the sales associate can communicate with the manager. I understood and kept SMS throughout the week with various offers back and forth. We ended with a number that was in the middle. I responded that seems fair and that I would like to make an appointment a couple days later so that my GF can see and test drive the car before siting down for a deal. (We both had to take time off from our jobs to make it to North Vancouver). The communication was throughout the week and even received a txt to speak with the manager as we were walking into the showroom for our appointment since he was not available that day. As we were greeted by the manger Bobby Ezharie (Who wouldn't even give me his card- had to find the last name online). We were told that the car that I was interested in was already sold. I asked him that if he was sure since I have been messaging his associates throughout the week and even the day of the appointment. (Somewhat shocking!) The manager was unapologetic towards the situation and only escalated it by spilling legal verbiage of refundable deposits and that communication via txt or phone is not law binding where only in-person first come first serve is the only way to do communication for used vehicles. He (Bobby) was also hostile towards my GF at times and felt deflective. I even looked at the other sales associates to try to calm the manager down since my GF wasn't even involve with this situation and that he should be really communicating with me if he wanted to be hostile. It was an extremely weird and awkward situation to have the customer be more calm than the sales person. I wanted to point out that at this point of time I wasn't even upset about the car, I know you can not conjure up another used vehicle out of thin air and I was more upset at the lack of communication, the feeling of deceit and the wasting of my valuable time. Honestly I just felt a bit jerked around. At this point standing in the middle of the showroom, all I wanted was a sincere apology and maybe a heads up if a similar vehicle was to show up on their lot again. Both of which I did not received from the manager but another sales associate did provide his card and was apologetic. Based on the reaction of the manager, I do feel that he “or his team” had something to hide and that there was some sort of inside awareness to their “regular” customers. I guess that what you get when there is a car that was too good for its price. (Car's price was recently lowered) I just wanted to share my experience at this dealership with everyone and heck congratulation to the person who bought the used car that I saw, it is a good find. You might want to make sure that check engine light warning was taken care of before you picked up the car. (Just a heads up) It is also funny that as I am typing this review up the day after this experience I did not get a txt or message from the original sales associate apologizing to this situation. (SMS / TXTs that was communicated are available to be posted upon request if anyone is interested for verification) More

Exceptional Service Just bought my first new car from Capilano VW and was thrilled with the service. Jason was awesome and answered any questions I had regarding the car, Just bought my first new car from Capilano VW and was thrilled with the service. Jason was awesome and answered any questions I had regarding the car, and even put up with me after hours when I had questions or concerns. When it came down to purchasing the car, I spent quite a while inside the dealership, but everyone was extremely friendly and welcoming. Financing, insuring, and driving off took some time, but was definitely worth the wait! More

Great experience I had a great experience with Capilano VW. Bought a 2013 EOS - car of my dreams. The staff were all great to deal with. Good trade in deal. Very p I had a great experience with Capilano VW. Bought a 2013 EOS - car of my dreams. The staff were all great to deal with. Good trade in deal. Very professional and hospitable More

Poor, Poorer, poorest.. You can buy a car here but better take it for service elsewhere!! Operator on phone so disinterested to even answer calls she may as well go sleep. Wh You can buy a car here but better take it for service elsewhere!! Operator on phone so disinterested to even answer calls she may as well go sleep. When referred to someone, all you get is recording. When selling you a car they're all over you but when going for service later it's not the same. They may as well say "see you later alligator" Guess it's the price you have to pay when owner has been making too much money spending his time mostly in Palm Springs. How about hiring a competent manager who can clean things up a little? Very disappointed.... More

Poor Representation of the VW Brand If I could rate this dealership zero stars, I would. The general sales manager makes you feel stupid for asking questions and raising concerns, his re If I could rate this dealership zero stars, I would. The general sales manager makes you feel stupid for asking questions and raising concerns, his replies are unemotional and he lacks any sense of customer care. It's as if you can see it in his eyes is that all he cares about is the money his sales team is making, and once you've made a purchase, you're no longer his problem. I bought my car from Capilano VW in November 2015, but recently it had engine issues so I took it to a different dealership's service depart since Capilano wouldn't see me right away (even though my 2016 Golf R has under 7,000km). I requested more information regarding details of work done on my car and instead of telling me he'd try to get the other dealership to contact me, or that his service department will call the other service department and relay the information over, he said there's nothing he can do because it's out of his dealership. ZERO attempts were made to resolve my issues, but instead he chose to point out all the reasons that he doesn't want to and shouldn't have to contact the other dealership to answer my questions for me. All he was concerned with was "calming me down" and explaining that there's nothing he can do. Don't buy a vehicle from Capilano VW if you expect any help resolving issues that happen post-purchase. They are a terrible representation of the VW Group. More

horrible, just horrible fathers 2011 jetta had to go in for recall. neither the dealership or volkswagon would reimburse me, even partially for my ferry cost to go to the de fathers 2011 jetta had to go in for recall. neither the dealership or volkswagon would reimburse me, even partially for my ferry cost to go to the dealer and yet morry mazda reimbursed me when my mazda had a recall. I had no choice but to go to the dealer for this but volkswagon could not have cared less. my family has purchased over 15 volkswagons over the years but never again. they are happy to get your money when you buy but you are on your own after. never setting foot in capilano or any other volkswagon dealer. they have stupid system for service. often have to leave message and get call back. never had that happen with other dealerships. have to park outside and go into showroom for service as a disabled person its not very convenient vehicle is extremely uncomfortable and I can't stand it but have to drive it sometime. makes me appreciate my mazda even more. More

Awful experience I went to buy a car, with a very clear idea of what I wanted. The sales rep would not stop talking ONLY to my husband, despite of us telling him seve I went to buy a car, with a very clear idea of what I wanted. The sales rep would not stop talking ONLY to my husband, despite of us telling him several times that I was buying the car, not him. After several attempts at trying to make him talk to me, and the time to negotiate terms arrived, I firmly expressed that I was buying the car, paying for the car, and he should negotiate the terms with me, not my husband. He ended up saying he talked to him because he seemed to understand better and could explain to me. Ladies and gentleman, I have a PhD. I am pretty sure I can understand the terms of a car purchase. We left without buying the car, no one followed up with us. I left a message to the manager who took two days to call me back and did not seem to care of what happened. I ended up driving to another VW dealership and bought my car that same week. More

I bought a 2012 touareg tdi exec line in nov 2011. At the time because of the tsunami in Japan the backup camera supplier was no longer supplying the cameras to VW. I even tried to pay for the camera upfron time because of the tsunami in Japan the backup camera supplier was no longer supplying the cameras to VW. I even tried to pay for the camera upfront, so when it became available I could just have the camera installed at the dealer. At the time, the camera was around a $780 option. The owner Gary S said that he wouldnt do it and that i should just wait until they become available. I was told by my sales guy ( Charles, who was very helpful and was an awesome sales guy). That don't worry, when they become available, the dealer would get me a great deal to have the oem one installed when ready. Well, the cameras are now available and I went in to Cap VW and talked to the owner, Gary who told me to talk to Justin the service manager and I would get "Gary's " price on the camera. For the record, my sales guys Charles no longer works there His price is over $3000 for te camera, wiring and control box. Plus I have to pay another 5-6 hours to have it installed. ARE YOU FREAKIN KIDDING ME!!!! Close to $4000 dollars to have a camera installed. How is that taking care of your customers!! I was kinda expecting to pay for labour and get te camera at the dealer cost. NOPE. So now, I drive a $70k suv with no back up camera that I was promised to begin with. I will NEVER take my vehicle back to them again. They were very unapologetic and unsympathetic towards my case. I'll be going back to Clarkdale from now on More