THIS IS ABOUT SERVICE, not sales.\n\nUPDATE: I picked up my car today and they do an excellent job. Yes, waiting for the service guy at the start is a little annoying but they do such a good job, they deserve 5 stars.\n\n-----------------------------------\n\nI have been to this service department several times with two of my VW's. Generally, the service is quite good. The service reps are friendly and attentive (when you get their attention - see below). I plan to keep returning to them to service my VW.\n\nMy only complaint and the reason I give it four stars is because of the way you make first contact with a service person. You drive up and there are a series of \"booths\" next to the drive up alley. Almost every time, I have to stand around waiting for someone to come out and start the service process. You pull up, get out of your car and basically stand around  for 5-15 minutes. I understand if the service guys are working with another person but they are often on the phone inside their booth and don't acknowledge you for quite some time. There have been times when one of the guys is in the booth and not on the phone so you end up sliding the door open and doing the \"Excuse me\" to get attention. Just a little awkward and slow. Be ready to deal with waiting to get some attention.\n\nHowever, once you have their attention, everything tends to go quite well. I have even had a service guy point out something that was wrong that I didn't even notice, then fixed it under warranty.\n\nAs for the people that complain about wait time when you actually choose to wait... I always assume that I might wait beyond the estimated wait time. It seems to be the nature of the business when you go to a dealership for service (as opposed to a \"Jiffy Lube\" for example). If they say 2 hours, I am usually prepared for 2 1/2 and happily surprised if it's less. Bring something to do though because their waiting room isn't particularly entertaining itself. If I remember correctly, they have free WiFi (don't hold me to that, not sure).\n\nI'll keep going back. I just expect the awkward start to my service experience. No big deal.