Dealer 2-Year Rating

Overall Rating

4.6 / 5
Customer Service
4.7  
Friendliness
4.8  
Overall Experience
4.6  
Price
4.5  
Quality of Work
4.6  
Service
4.6  

Dealer Reviews

Show:  

Overall Rating

4.2  

4   Customer Service
3   Friendliness
4   Overall Experience
5   Price
5   Quality of Work

Hit or miss with the service

By mrau on 5/18/2019 at 10:35 PM. Helped by Service, not sure of the names.

I tried to make an appointment online. I got a follow up email saying i would be contacted. That never happened, so I just went in on a Friday morning at 7:30. I have used the service center twice before and was pleasantly greeted on this occasion the welcome was not very friendly. I asked for an oil change and he seemed less than happy to want to take my car. I think he was trying to convince me not to leave my car by telling me there where many ahead of me. I said okay I can wait. Then he told me it would be almost 2 hrs before they could take me. I still said ok and was asked for my keys. I was surprised when only 45 mins later I was told my car was almost finished. This was by a different man. About 20 mins later I was checked out. I have no issues with the work done by the mechanics, I just wish the service counter folks were a little more welcoming this time and that they actually reached out to schedule as they said they would.

I would recommend this dealer.

Overall Rating

5.0  

5   Overall Experience

Very nice

By jipillow on 5/17/2019 at 6:45 PM.

Very helpful and friendly. The guy worked with me to give me a ride home so that I could get my car serviced. They gave me a clear review of the problem and an accurate estimate of the cost.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent service

By JETTAMIKE on 5/16/2019 at 3:55 AM.

Great service over all best experience. Every one was a big help and got the repairs done timely and it was done right the first time.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Crain Service Center

By FLO.VANHORN on 5/12/2019 at 8:14 PM.

The sales and service people always go out of their way to explain service needs and charges. I can't imagine working with another dealership.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Everyone was super nice and knowledgeable!

By ALHPANIC on 5/6/2019 at 6:59 PM. Helped by Andrew.

Would recommend Crain Volkswagen to anyone! Great customer service, knowledgeable staff and beautiful showroom! Love my Volkswagen and will continue to come here for all my needs!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great service Department

By nstokes133 on 5/2/2019 at 4:45 PM. Helped by Don't remember.

My husband and I are both mechanics and I can tell you these people are top of their game. Quick reliable work and they keep you up to date on information concerning your vehicle. The costs are around other service departments for the same stuff. Also great coffee and donuts.

I would recommend this dealer.

Overall Rating

2.2  

2   Customer Service
2   Friendliness
2   Overall Experience
1   Price
4   Quality of Work

The work seems was good but service desk not so much

By perichoresis2002 on 4/26/2019 at 6:20 PM. Helped by Matthew and Andrew.

I had multiple problems at the service desk. First, I was sent home saying everything was fine and then the van died when we got home. When we set up a tow, the service person forgot to tow it. When I called back and finally reminded them, they wanted to charge me a special service fee. Once the van was there, no one was interested in helping me find any kinds of coupons. It took four days to do the work, and when I came back to pick it up, it still wasn't ready. This was a very frustrating experience overall, and not like past experienced I have had at Crain.

I would not recommend this dealer.

Overall Rating

3.8  

4   Customer Service
5   Friendliness
3   Overall Experience
4   Price
3   Quality of Work

Comfortable setting while waiting for a 2+ hour oil change

By EElkins on 4/23/2019 at 9:29 PM.

I’m a big fan of first impressions. This was my first visit as I recently purchased an Audi A6 and came in for an oil change. I had a 10:30 appointment and arrived around 10:20am. I left the dealership at 12:30pm and the service dept was unable to reset my service timeframe due to having an out of date system for performing this task. The extended wait period was completely unreasonable. * I only visited with Mason while I waited. He was very friendly and knowledgeable of the vehicles.

I would recommend this dealer.

Overall Rating

1.8  

1   Customer Service
3   Friendliness
1   Overall Experience
3   Price
1   Quality of Work

Not a great first experience

By knrstz on 4/21/2019 at 1:46 PM. Helped by Mark, Andrew, Thomas.

Had multiple appointments and the times were messed up. The first appointment I had set. Before we hung up I was told that if I was willing to bring the car in the next morning and drop it off first thing in the morning they could get to it sooner. I actually dropped it off that night. The next day around 3PM i called and no one had looked at it and they still had a record of my car having an appointment on a different day. I went ahead and left fayetteville and headed back to Bentonville. I got a call when I was a l most home telling me they looked at it and they would need to order a part. It was safe to drive and I could come look at it. I turned around and drove back to fayetteville. Later when they part had arrived I got a call and i setup an appointment to have the part installed. I also mentioned two other issues that I wanted checked out. We set an appointment that for me to leave the car there all day. The next day I get a call from the same person telling me once again that my part had arrived and he wanted to set up a time. I reminded him that he had already called me. He assured me that my appointment was set for first thing Monday morning. As of about 4PM Monday I hadn't received a call from anyone. I called to check and couldn't get a hold of anyone because the phone lines in the service dept were down. Someone called me back around 30-45 minutes later and told me that the vehicle wouldn't be done that day. I was told that they hadn't figured out the source of the other two issues, which I could understand. Troubleshooting takes time. However when I asked if the part that was ordered had at least been installed I was told that hadn't been done yet either. Again, my appointment was for first thing Monday morning. The next day I got a call telling me that I would need a new drivers side mirror and a spring to be replaced for the rattle. Those parts weren't in stock so they would need to be ordered. That means waiting another couple of days to have the work completed. That was fine and not something the dealer has any control over. Two days later I get a call saying the car is done. Unfortunately the rattle wasn't fixed. It seems logical to think that if the car had been driven after the repair was done then that would have been discovered. The new mirror that was installed has something wrong with the glass. Its distorted so that when the driver glances at it, it looks as though you are looking through a fish bowl. I don't blame the dealership for a part being defective however double checking work would have prevented what will again have to be another future trip to get repairs done. In addition to that, the floor of the car were significantly dirtier than when I left it with them. I'm not the type of person that is quick to give a negative review. However this experience has been disappointing as well as concerning since this is the dealership that is closest to me for providing service for my vehicle for the life of the warranty.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great customer service

By 09 CC Coupe on 4/4/2019 at 2:07 PM. Helped by Andrew in service.

Chose this dealership due to initial phone call. They determined the issue quickly. The repairs were made timely. Overall great service. I will use again.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Service was above and beyond

By CathyE on 4/3/2019 at 10:22 PM. Helped by Andrew.

I took my VW Golf (purchased elsewhere) in for some recall work. Due to factors beyond anyone's control, my car was not ready in the 1.5 hours promised. They loaned me any empty office so that I could make some work calls. Then they rented me a car until the work could be completed. In spite of this being a huge pain in the neck for them, everyone at service was polite and helpful, especially Andrew. Kudos to them all! I highly recommend this dealership and plan to buy my next car there.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Matthew was excellent with his customer service!!!!!

By SamuelRelano on 3/22/2019 at 7:12 PM.

Matthew was very thorough with explaining what the car needs after review. His customer service was excellent and even cleaned my car. I am very happy with his service and would recommend others to talk to Matthew. Thanks, Marjorie

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great experience

By LOGANKUNARD28 on 3/15/2019 at 5:51 PM. Helped by Everyone was great!.

It was a great experience that left my car in a better condition than how I brought it in. Looking forward to the next time I come in!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Fantastic

By MELODYFW3 on 3/15/2019 at 1:50 PM. Helped by Andrew service.

Andrew so much help! very kind, knowledgeable and understanding. Andrew and the tech found the problem promptly. Explain the situation in a way I was able to understand Few days later my VW is running great along with fantastic service I could not ask for more. Thanks VW and Andrew! Melody

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent Service

By SHOEGIRL34 on 2/28/2019 at 11:26 PM. Helped by Rick.

I brought my 2018 VW in for an inspection and oil change and found out that there was a recall on a part and a gentleman I believe his name is Rick informed us that they could get the recall taken care of and it would take about an hour. We were there for around an hour and half, which was really good considering there were other customers and the work they provided on the recall, oli change and inspection. They were polite, knowledgeable, the service area clean, just an overall positive experience. Thank you@

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great

By Crazyhorse@45 on 2/27/2019 at 12:16 AM. Helped by Worked only with service department..

Even though hour and half drive from home will only come to Crain for service or purchase. Will never go to Bill White in Ft Smith again worse service ever!!!

I would recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
5   Overall Experience
3   Price
5   Quality of Work

Service

By MARKSPENCE4 on 2/19/2019 at 7:05 PM. Helped by Service department.

Pleased with service work performed I believe it is a little over priced like most dealerships are but that’s par for the course but probably will be back

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Oil service and cabin air filter replacement

By GLukacs on 2/16/2019 at 7:14 PM. Helped by Andrew.

Easily made an appointment ahead of time. Waited in your nice, open, clean customer area. Reasonable wait time- not bad at all! Mechanic identified additional issue with a tire, which I was not aware of and appreciated.

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Tire pressure

By TAMMYROBERTS01 on 2/14/2019 at 10:34 PM.

Light to check air I tire light came on, service dept. wass able to find nail in tire and repaired tire, preventing me from having a flat

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Recommended

By William1980 on 2/13/2019 at 10:01 PM. Helped by Parts Department employee was the highlight of the visit. He was friendly and helped me find the right mud mats and cargo line for my wife's Atlas..

Dealership is clean and friendly, and service was performed quickly and thoroughly. I had a complaint with the availability of a promised courtesy shuttle, but immediately upon learning of my complaint, the service manager reached out to me, apologized, and offered to coordinate transpiration at future visits. That's the sign of a great business - acknowledging an employee's mistake and making it right for the customer. I will continue to go to Crain VW for service, as I know they stand behind their work and commitment to customer service.

I would recommend this dealer.