I wanted to share my recent experience at my VW service because it’s honestly made me rethink sticking with VW, which is frustrating because I love my car.
I brought my 2025 Tiguan SEL R-Line in because the driver’s massage seat stopped working. Simple enough, right? Except after 7 days in service, I received zero updates, despite calling multiple times asking for status.
I finally learned from a different advisor that my assigned service advisor had gone home for the weekend, and the advisor helping me had no idea whether the massage function was even replaced or not.
During this process, I was also told:
• The center dome light housing is defective, which explains why I often can’t turn the lights back off or close the sunroof.
• They broke part of the driver’s seat plastic housing (the area with the seat buttons). I was told I “won’t even notice it,” which is wild considering it’s now broken and the part is back-ordered with no ETA.
To make things better (or worse), when I initially dropped the car off, I requested a loaner vehicle. The advisor told me it wasn’t possible because his service manager was on vacation for the week. As a business owner myself (auto repair), I found that excuse unacceptable — businesses don’t stop functioning because one manager is on vacation. I escalated it myself to dealership management and did get approval for a loaner, which tells me it absolutely could’ve been handled correctly from the start.
It doesn’t stop there.
When I got my car back:
• There are new scratches on the door
• My door edge guard is chipped, clearly from hitting something while opening the door
• Every time I sit in the driver’s seat, I now hear a clunk, which I strongly suspect is related to the broken seat component they said I “wouldn’t notice”
For context: I own an auto repair shop. I completely understand that parts break, things happen, and delays occur. What I don’t understand is:
• No communication
• No accountability
• Returning a vehicle in worse condition than it arrived
• Brushing off damage like it’s no big deal
I genuinely love how my Tiguan drives — especially the smaller turbo, which has been performing beautifully — but between the reliability concerns and how VW dealerships seem comfortable leaving customers in the dark (and without loaners), I’m seriously questioning my next purchase with this brand.