It was ok. I like the text messaging system, but they only message you when they need information from you. They don’t really reply if you ask questions about your car.They were on time with the ETA of completion of my service, but they tried convincing me that my warrantied repair was expired when it wasn’t. And once I explained that it was, they finally were able to confirm the warranty.They don’t take photos of their repairs like the shop that I work at, so I was kind of surprised because we take pictures of everything to show our customers what’s actually going on with their vehicle opposed to just taking their word for it. I requested before and after photos of my valve carbon cleaning that cost $500, and they did provide photos, but they were very low resolution and it was very hard to tell what was a before photo and what was an after photo. But at least they tried somewhat.They also left my dash camera unplugged.Overall, the carbon cleaning did help the performance of the engine, and I will continue to monitor the warrantied replacement of the intake manifold.

Truly a terrible experience all around. I originally reached out to get information on a lease. Jason Logan originally reached out and gave me a quote. After a very slow response time we finally got an appointment set up. This was important because I had to drive almost 100 miles to get to this dealer, due to my local dealers not having the car I wanted in stock.On the morning of the appointment I got a text from Jason. He confirmed the appointment time with me. So I drove the long distance through traffic to get to Santa Rosa. Upon arrival, I was greeted by a friendly sales associate and told me Jason was with a customer but was notified that I was there. I sat in that lounge for 40 MINUTES. And when Jason did come in to the sales floor, he went to someone who had just walked in and started helping them instead. Absolutely ridiculous.

I just purchased my new car from Hansel and I was soooo happy with my experience. Friendly, polite, helpful! Jason was my salesperson and he was fantastic!

Ive used Hansel VW a few times now to service my 19 Tiguan. I have to say that these people are the best, from check in to check out. Everyone is friendly and they keep you well informed about what is going on. Much better than my so so experience for at my Lexus service center. Kudos to Hansel!

I had the most pleasant and easy-breezy experience here. Chris, who helped me, was upfront, clear, communicative, and easy to interact with. He took time out of his evening to drive the car to my place - who does that? He does! I suggest if you want a pleasant experience, and of course a VW, visit them.

I recently purchased a 2021 VW Jetta from here and the experience was awesome. I did some research online and the next day I got contacted by Jason Logan. He got me set up for an appointment and I was in there that same week. I was a bit early for my appointment but he took me right on in and we got the process started. I was dreading the whole car buying experience but he simply made it wonderful and hassle free. I told him I was interested in the new Jetta’s and took me to see the two Jetta’s they had on the lot, showed me all the different features and I then took a test ride in it. I knew after I drove it that it was the one for me! We then went in and he showed me what my payments would look like and broke it down for me so I could easily understand. When that was all done he took my new car over to get some last minute detailing done along with a full tank of gas!! (This was while I was in the office with the finances getting all the papers signed) also- shoutout to Bryant (F & I manager) who was great in explaining all the paperwork I signed showing me different warranties, and also someone who is great to have a conversation with! When that was all done Jason took me out to my new car sat in there with me and once again explained all the little details in the car and asked me if I had any questions. He told me I could contact him anytime if I had any questions and it made me feel great and that I had chosen the right place to buy a car with. He has already contacted me since if I have any questions or concerns. Thank you again!!!! If you choose to go look at a car here.. ask for Jason Logan!

My husband and I just purchased a beautiful vehicle through your dealership! This Chevy Suburban is exactly what we needed and wanted. This purchase now enables our family and 4 dogs to load up and travel safely under every kind of circumstance imaginable. The manager Davis Fox heard our needs and wants and came up with a vehicle that was perfect! Getting another SUV like we also have wasnt a doable financial move for us and to have his guidance on this produced this Suburban that not turns heads but has all the bells and whistles! Purchasing this vehicle felt safe and efficient during this covid stuff and his service made it an easy and comfortable experience. Wed come back again and again!

I want to start this review by saying that Sara Adair (Product Specialist) at Hansel VW is the employee I would go to if I find myself in a position to repurchase a VW. She is kind, professional and a hard worker and I would trust her to help me find what I need in a car. She is also very helpful and knowledgeable.Unfortunately, the one star relates to the situation I have had over the last three months with the service department girl named Kristen I have had the worst customer service treatment ever from Kristin. In September, Hansel VW sold me a lemon for $24,500 cash which I drove for 2 months before it flooded related to sunroof drains. (The car was in the shop there for the first week that I owned it to “fix” the sunroof and I have no idea what they did to it but make it worse) And no, the flooding was not covered by the fancy 150,000/10 year warranty I bought for $4,900 from the dealer. Kristin blamed the flooding on me and laughed in my face when she discovered that the warranty didn’t cover the damage. Every time I got bad news from the dealer, she acted like it was a huge “win” for her. Every phone call to her started with her blaming me and ended with her yelling at me. It has been a literal nightmare. The irony is that I understand she is the top seller of service contracts at Hansel which makes total sense because she is a bully of the worst kind. She is not selling these contracts because she loves you and cares about you, trust me.

Charles and ruby are the dream team, they were so amazing and helpful. Walk me through the process of buying a car for the first time, found the best deal for me and made sure my needs were filled. Thank you so much guys I truly appreciate it. Forever grateful.

Requested pricing on parts and installation via their website, a few days passed and I didnt hear back. So I called no one was available to take my call so I left a voicemail. Few days later I call again and no one can help. Ive taken my car here since I purchased it in 2011.

Terrible customer service. Took my car to have it serviced and they were going to need to order parts to complete the repairs. They were going to call later in the week to give me an estimate, heard nothing from them. Called them back two weeks later to check on the parts and estimate, person that I was working with told me he would get the information and call me back later that day. No phone call back from that person so I waited another week, called them and they said that the person that I was originally working with was no longer employed there so I would have to talk to another service employee and put me through to their voicemail. Never received a return phone call so I waited a couple of days and called back only to get nowhere. I ended up taking my car elsewhere because they were not returning any of my phone calls.

I cant say enough about Charles, John, and Ian. The team here is awesome. We had some extra-ordinary circumstances with our purchase and they went above and beyond what they had to do to take care of us. Thank you Hansel VW. My girlfriend loves her new Jetta and the digital cockpit! Well be back.

Always the best! I love the constant communication of what is going on with my car. And the fact that they use Lyft is so wonderful!!

Weve leased two vehicles from Hansel Volkswagen now. Being under the Hansel company doesnt mean squat to me. These guys are pretty good and have a good understanding when it comes to finance. Unfortunately the days of the salesman are kinda over so if you are a car guy/gal that does your research youll probably know as much if not more than most salesmen in the industry. On that note I cant ding a star from this place for that. Their staff WORKS to earn your business and thats all I care about. Ive had good interaction with the service department as well and wend spend your money you want continued support. My only complaint is that when I picked up my last new vehicle from then their was a lot of adhesive residue from shipping that I didnt notice. It took me hours to get it cleaned once dust had stuck to it. Overall, thanks guys. Yall havent let me down.

Nice dealership, nice office. I went for service. Everyone was helpful and professional. There was some minor confusion about my car but we worked it out.

Really appreciate the free loaner. The issue I went in for apparently cant be fixed but they at least cleaned it and put 2 new tires on that I needed.

Sold me a car that didn’t work, when I went to returned it they tried charging me 19,000 dollars for the auto. This was literally 1 day after the purchase . The loan didn’t go through yet they attempted to scam me. Only came here because they own all the dealerships around the area. What filth.

Go check out the new Wolfsburg Edition Jetta. They have one in the showroom and dang it is looking pretty nice. I used to have an old version and I love it back in the day it was clean and nice and the price. About the same. Go check it out. Im going to run havent done much business other than had a couple key battery replaced here.

Overall we had a positive experience with Hansel. There were a few issues with our visit but the representatives worked with us and we eventually left with a car. They remained friendly throughout each of our 2 visits it took to make this happen. I would recommend them and working with Kieth specifically played a major factor in our purchasing a car here.

Great service at a price surprisingly reasonable. I scheduled my 40K service at just over half the price of two other independent auto mechanics. Fast, friendly, courtesy shuttle. Hansel VW is great!

When youre in the sales process you get GREAT response times and more attention than you want... but once you close a deal they completely stopped answering our calls. They made numerous mistakes on the lease paperwork which resulted in wasted time for all parties. On final delivery they forgot to bring the paperwork and the extra key. Then they promised to get us that paperwork and extra key... and we called... and called... and nothing. We still never got a copy of our lease or an extra key from this dealership. We have leased 3 or 4 cars from this dealership because of good pricing, but we wont be doing business here any more because they completely ignore current customers.

Perfect experience.

Everyone was so great and helpful! Thanks for such an easy purchase and great experience!

DO NOT BUY A CAR FROM THESE PEOPLE. I recently bought a car from them that happened to have a manufacturers defect--this occurred 4 days after purchasing the car. When I called the service center they questioned me and were aggressive trying to place blame on me. The front camera was not working properly and they were insistent I was not familiar with the software and that was the problem. After speaking to 4 different people they admitted there was likely a problem and they would take a look at it. This was 13 days ago...I still have no car and no understanding of what is being done to correct the problem. They have told me (only after my repeated calls) that they are still working on it. They say they cannot get the camera technology software to sync with the car properly--this is their software!!! What do you mean???!!!I have called them about a dozen times with little to no resolve over the issue. Every time I called they just told me they cared about me and were looking into it. Finally 2 days ago someone called me and told me they were still looking into it but that he was not familiar with the car or the problems as it was his first week working for them. Seems like they really care about me...putting a rookie in charge of dealing with selling a customer a broken car. I then contacted the sales rep who sold me the car about this trying to get to the bottom of it. 24 hours later and she has still yet to respond to me.I am now looking at 13 days with my broken, manufacturers defect car sitting in the Hansel Volkswagen shop with no one contacting me or trying to do anything to fix the situation. All i can say is I am hopeful things will get resolved; based off of my experience; I am highly doubtful.If you want to buy a car without hassle and with peace of mind...look elsewhere.

I leases a 2014 Passat in Jan. I took my 1st real trip in it over the weekend. Very impressed with the car, great gas mileage and comfortable. Lastly I have to say the sales person Ernesto said Id love the car, and I do! Thanks Ernesto for the help and great experience...

They were so nice!! and accomodating! they drove me to the dmv AND picked me up after they finished programming a key for me and im pretty sure they washed my car for free too. really great service HIGHLY recommend

The 5 stars are mainly for Joshua Pinckard, who sold me my new car although my overall experience with Hansel VW was a good one. Joshua was friendly, put me at ease, and, didn’t hesitate to get answers to my sometimes very specific questions. Best of all he made finding and buying my car as fun as buying a new car can be considering it’s can be anything but fun. Thanks, Joshua!

Avoid at all costs ....

Absolutely horrible customer service. Every single time I bring my car in for service, they make mistakes, dont follow through with agreements, run late, etc.... This last time they actually couldnt find my car on the lot when I dropped it off early for service (they allow early drop off, you just have to put your key in the early drop box) and had no idea that the key was in the early drop box..... why?? because nobody opened it to look!!!!. No call to check in with me, nothing. So when I was ready to pick up my car half a day later (thinking it was serviced and done) they told me they thought I had not showed up for the appointment! They then panicked and had to do the service last minute, which essentially completely messed up my entire day and evening. No apology, no discount for the MAJOR inconvenience, just more of the same - poor organization and lack of responsible communication. Unbelievable. I do not recommend this service department AT ALL. They are really, really, bad at what they do and now I just dont trust them at all. Unreliable in all ways. I dont know how anyone can run a business like this......

Took a vehicle in for warranty service today. They want you to agree to a $165 diagnostic fee to accept the vehicle for service. Depending on what they find, they *may* waive the fee. But if they are incapable of finding the problem, youre on the hook for a steep fee and no satisfaction of any repair...on your car thats under warranty. We refused and will take this up through legal channels. Totally unacceptable.

Fantastic service center!!! Better than any other place Ive taken any automobile for service.

Great customer service and very knowledgeable, thanks Chris!

Just traded in my Eurovan at Hansel in Santa Rosa for a great little Jetta and am in LOVE!!!! Thank you Patrick for making my experience so painless and helping me through all the anxiety of letting go of a prior Volkswagen that has been so pivotal in my life!! I am looking forward to all the new memories that will be created with the upgrade! Thank you also to the FULL staff for the ease and comfort of the whole showroom! Such an enjoyable experience overall!

Great place to buy a car and get service

Fantastic Sales and Service Staff. Great brand new facility. David Carson was very helpful.

Awful 175 diagnostic fee then mechanic not sure his own diagnostic is accurate stated u might need engine work . went to a safe auto repair

Great car, great service from sales, but the PDI was not performed to my expectation...the engine and gas door are full of dirt, the plastic sheeting over the carpet was removed leaving a 6 inch piece of it hanging over the carpet from the door jam...it just seemed as though the service department did not check one thing during the pre-delivery inspection and left everything but the body of the car filthy...not what you expect when you buy a new car. We live the car!

Worked with less than ideal credit, gave us a good option. Came out with a car I was happy with

DO NOT BUY OR LEASE A CAR HERE. The service is abysmal. I went in because the lease on my previous Jetta Sport was coming to an end. I wanted to lease a similar car, and the salesman directed me to what he claimed was the most similar vehicle, the R-Line. I asked to go look at the other cars on the lot, and it turns out the SE was much more similar in price and style to my current car. The R-Line was higher in cost and came with several additional features I did not need.I said I would lease the SE and turn in my old car as long as there were no significant charges for wear and tear/damage on the old car. He looked at my car and spoke to the service department and told me the wear/tear and damage on the car was very minimal and there should be no charges. He also agreed that since I was turning my car in a month early, I would not be charged the last months payment on the old car through their Lease Pull-Ahead Program. Imagine my surprise when, a month later, I received an invoice totaling over $1300 for damage on the car and the last months payment.I called Hansel about this payment and they said there was nothing they could do about it. I spent countless hours over the next few weeks speaking with VW Credit, explaining the situation to them. I sent them forms I had detailing the dealerships agreements to pay that Hansel was supposed to send them but didnt. VW Credit was able to eventually get the necessary forms from them and I ended up paying a significantly reduced fee for minimal damage, which I was totally fine with.Hansel also did not inform the DMV that I had returned the old vehicle to them. I was sent a bill for $300 for registration renewal on the old car I was no longer driving. They also added on a $120 late fee because the bill was not paid when it was due. I waited on the phone for an hour and a half to talk to the DMV and resolve an issue that should have been dealt with by Hansel.I believe this treatment happened in part because I am a young female. I brought my father with me the day I leased the new vehicle and one male employee in their finance department ACTUALLY told me it was a good thing I brought my father because young women like me get ripped off when they go into a dealership alone. He also told me their female sales representative makes more sales than her male counterparts because the customers trust her more than the males and believe everything she says, even if its not true. Obviously, this is a dealership with a frighteningly skewed sense of ethics.I dealt with only male employees. My father was taken much more seriously than I was at every part of the process, despite the fact that I am also a working professional. He was able to get issues resolved, while I was simply told I was lying.Leasing a new vehicle from Hansel was a hideous process that involved members of the sales and finance team making promises to get me into a new car, then telling me I was lying about those promises and trying to weasel their way out of them. They showed negligence by either unintentionally forgetting to send in forms to VW Credit and the DMV or intentionally choosing not to send them in an attempt to save money. Either is unacceptable.Once again, DO NOT BUY OR LEASE A CAR HERE! I would give 0 stars if I could for all the wasted hours of my life spent on the phone with them, VW Credit and the DMV. These people are only out to make money and do not care about maintaining a positive relationship with their customers.

Excellent service, helped me find the exact car I wanted, with no hassle.

My fiancée and I had an outstanding experience with our salesman Rick Green tonight. They emailed back and forth first, and we got an upfront price on leasing the 2017 v6 Passat in a beautiful blue color. When we got there, he had the car pulled up and ready to go. He provided a lot of information and was really friendly. Not pushy at all, knew just how to sell us without all the selling. Very pleasant experience, he really clearly listened to everything we had said, actually paid good attention. He didnt miss a beat on anything! Even the sales manager Cyril came out to chat and the finance guy Scott took the time to explain everything in detail.Highly recommend. Love VWs and all these guys.

They took good care of my car but needed it back by 3 to pick up my kids . it wasnt ready until 345 . other than that my experience with the staff and the care of my car was perfect.

Managed to get a better vehicle, worked with my credit, have a great plan in place for improving it. Great service

Friendly staff, streamlined maintenance service, free shuttle service, no appointments necessary. Free coffee, vending machines, wifi, and comfortable seating while you wait.

Hansel VW the best customer service. They do what it takes to make things happen. Two thumbs up for the team they have there.

I was looking to buy a VW Atlas SE 4Motion w/o Tech and we meet Renea (internet sales) who did a very good job presenting the car. I told her that we got 3 cars in the last 10 years and never got a car in Santa Rosa, because of the way how dealers deal with buyers. She said that now because they have a new ownership things really changed ...in a good way.but when she presented us the offer from her manager I was ....woooow...they changed nothing.I presented real offers from other dealerships in bay area and I didnt want a better deal, I wanted the same car at the same price with the same finance. Once again they said that there is nothing that they can work with me and I end up buying the car from another dealer in bay area.I want to buy local and spend my money were I live but VW Santa Rosa dealership REFUSE to work with me.MSRP $38085VW Santa Rosa offer: $35585 plus tax and license.I bought the car from another dealer in bay area for $ 32585 plus tax and license.Thank you Renea for all your effort.The only star is only for you.I will update my review after I will have the chance to you their service.

Worked with Jacob, he was very helpful and led me to find a car that was right for my price range with no pressure.

Customer service by Eric at the front desk of the service department could have been better.Despite being very patient & understanding I was ignored from day 1.I brought in my 11 VW Jetta for what I think might be electrical problems or coil pack issues and left it at the shop for three days.He was the only person working at the front desk, so I understood he was busy. I always waited till the end of the day to get a call back but I never did, so I always had to call right before the shop closed to get an update. Between those 3 days I paid for a car rental and he was nice enough to extend my rental for one more day free of charge so the mechanic could get more time find the problem to my car. In the end nothing came up and I was okay with that. Although, Eric did say that if the issue happened again to give him a call back, and a couple of days later it happened again on an early morning . I gave him a call and explained everything to him and he said he would call me back to give me a suggestion. He never called me back, even after calling him multiple times and leaving him a voicemail. The following day(Saturday) I called him a little after their opening hour(8:30am) and it went straight to his voicemail. I called him two more times consecutively in the evening and it went straight to voicemail, and by then I assumed that he was either busy or not working that day, so I called called their other line to speak with someone else and by curiously asked if he was there and got transferred over, and only then he picked up. I wasnt frustrated at the moment, because all I wanted was his suggestion to see if I should bring my car in to get fixed and then he told me there was nothing else that they could do. I understood that it was a difficult problem to diagnose, so I thanked him. A day or two later I called him again in the afternoon to ask him for a suggestion to see if the problem with the car might be the coil pack, but it went straight to voicemail. I called him an hour later and straight to voicemail. During that time I felt like he had blocked my number somehow, so I used my friends phone and he answered. I patiently explained my question and he said that the coil pack wouldnt be the problem. I said thank you and went on with my day. Lastly, today I had to call for the last time to ask him if he could mail me a copy of the diagnostics done to my car, since he gave me someone elses the day I left the shop, but it went straight to voicemail. I called him a couple of hours later and straight to voicemail, but that last time I called him I had already driven over an hour to ask my question face-to-face since I figured it would just go straight to voicemail. When I called him I was already outside the shop and it went straight to voicemail. Then, moments later I walked in a little upset and calmly said hello as I saw that he wasnt busy, though with a worried face he claimed he was busy after ignoring my call. From day one I was very patient, though not once he gave me a call back. Finally, after multiple ignored calls later and over an hour drive I got the right copies.

Its been a couple of years, and Im still waiting to have my airbag safty recall taken care of. This place is a joke.

Walter in service was so professional, helpful, and kind. Im glad he was there to help!

We went there a few years ago to purchase a Jetta TDI. The sales man was pushy and a liar about inventory. We ended up getting the Jetta we wanted shipped from them and buying it in Napa.When we recently returned the Jetta TDI the last helping us was bubbly warm kind and very sweet. Shes a gem. If they could clone her the dealership would be much better off!

Going to say, the buying experience was great here. The dealer was very knowledgeable with the car and been loving this purchase! However, the financial side ruined this experience for me. I had literally sat there at the desk for almost 2 hours before talking with a loan manager. I had specifically requested a loan with the bank I already do business with. 3 weeks later, I learned the dealer ended up ignoring my request giving me a loan somewhere else. Called in, left a VM and waited almost a week before I tried again as I got no response. Left another VM, waited 3 days and again no response. Called in once more demanding to speak to someone and finally reached someone to talk about my complaints. He stated that he couldnt help me with my request as they needed the agent that worked with me to handle the issues. I then asked if I can cancel this paint service I opted in for as I do not plan on using it. He states that its a non refundable service which baffles me. I dont plan on using this service so how is this non refundable?So summing up, I am left with a loan at the wrong bank institution that I didnt want to give my business with and out $1,000 for a service I never plan to use. Will not buy a car from here again as they are still not returning my calls or complaints.Edit: They finally reversed the $1,000 payment after showing up in person. Added a star for finally taking care of my complaint.

Their service department is always rude. I wish I didnt buy from Hansel VW. I definitely wont buy from any Hansel dealerships when purchasing my next vehicle.

They don’t care about you if your race isn’t white...

Welcome to hansel Volkswaggle, our vw concierge was with us from start to vennish

Not impressed with Kirsten Kohl. My first trip to Hansel Volkswagen Service to get a New tire and my last trip. Will not be returning. Very unprofessional. Enough said....

Great experience changing from one GLI leaseto new GLI lease.

Very good help here

Doesnt matter who you want to finace with they choose whatever bank they feel like thst day, after discussing banking options and rates and deciding to go with my preferred bank/lender they chose a different one Ive never done business with. After talking to them, they say its too late and they cant help because the loans already been processed....Also, be sure to check every little detail about your vehicle, Mine was a 2012 jetta with a warranty.... never thought to check in the DC outlet works?? Comon guys, you have potential to be a class act...but are failing.

Brian Munoz was first rate and a pleasure to work with.

Not happy with Volkswagen right now then they have me make a 400 mile trip to send me home with NOTHING. Came down with cash in hand and left with cash in hand.......too sad

Boo. This place is a joke. They dont know what theyre talking about in the service department. I took my car OUT OF STATE to get fixed instead. I think that says it all.

Great people.

If u like being treated like you dont matter and want a long annoying day, visit these guys, they make u wait long enough to change ur mind...

Easy access.

Great service and sales people.

Great customer service

Good help from the service specialist

So helpful, wonderful

Didnt buy a car but was very nice.

Above and beyond service!

Its a car dealership

Good service

Good service

Very helpful

Terrible service.

Salesman were odd

From 1 to 10 it was a 10.

.

Terrible service from the service department

Excellent service