Napleton’s Volkswagen of Orlando

I’ve had consistent good experiences from the service department. My car was preowned and purchased from a ford dealer. But Napleton’s inspected it and explained features to me. My car had 3 years 30k miles for the warranty which they honored. Even better – when my headlamp got foggy, they replaced it under warranty even though I was a month past 3 years (but only at 26k mi.)
Andrew in service has always been efficient. While he did try to sell me on tires that I don’t need, that’s a part of his job. He took no for an answer and didn’t give me a hard time. The service area offers cookies, popcorn, coffee and water. The sofas are modern, comfortable and plentiful. There’s a gigantic TV, computers and free wifi.
The shuttle drivers (I’ve had an older one and a young guy) have been safe drivers who knew where they were going. Light chatter, but not overbearing or annoying.
I’m a happy customer.

Best SERVICE in Orlando! I am tired of going to mechanincs all over town (Dealerships and private business owners) trying to hustle more money than needed to spend. Went all over on New Year’s Eve and every place required an appointment out in 2016; however here at Napleton’s Volkswagen the Service Department Manager said, «No problem»! Who does that? Very professional staff, knowledgeable about the issue I came forth with. A «can do» atmosphere!!! Willingness to work with me on New Years Eve — giving me a loaner just in case if the repair not completed. Romany Ishak (Service Professional) ensured my complete satisfaction. He called me in less than 3 hours and said my vehicle was ready. I was shocked for when I went to pick it up it was washed and so detailed shiny clean — OH MY GOODNESS!!! What a fantastic place. The price was less than expected — sheesh — did I mention the BEST customer service delivered!!! The Service Manager, Romany, Nonie, are definitely an asset to the team and the management — EVERYONE was awesome to me here :)
HAPPY NEW YEAR!!!

Worst dealer experience ever. Deal was negotiated on the phone & agreed to — still took 4 hours to do the delivery. Made several errors (NOT in my favor). Took almost 4 weeks to pay me for my trade in!!! AVOID THIS DEALERSHIP

I will like to thank Mr Johan Sales Manager and Sales Rep Rafael for their great customer service and understanding i aready got 3 vehicle in the past 2 years with them awesome job and let not forgot about Andrew Service rep awesome location. Is my number 1 stop compared to others David Maus or other VW in sanford.

Very professional staff, knowledgeable about the specifications and differences on the cars I was interested in. Willingness to work with me through finding a car even if it wasn’t directly with this particular dealership in order to ensure my complete satisfaction with the purchase. When the car I wanted wasn’t available they offered to work with me on a newer model, and much to my surprise it was better than I was hoping for. Joseph Birge is an asset to the team and the management is awesome as well.

This is the worst dealership to go to in terms of buying a car or ANYTHING for that matter. Everyone is so unprofessional and don’t even bother to promote good customer service. From the moment I walked in there was no «Hi» «Good Morning» «How can I help you today?» I mean nothing! I came from Miami to purchase a Honda at this dealership and when I arrived it was like they didn’t care about anything or any of my concerns all they were in for it was to make a deal. I drove all the from Miami in another occasion to pick up my car finally and come to find out these people lost my floor mats when they did a thorough cleaning on the car and said the car never came with mats when it had. The sales manager aren’t friendly and when I needed to speak with the financial manager I was told «He can’t speak right now he’s on lunch» when I was just trying to get my car and head back to Miami because they had already wasted half of my day. I wouldn’t recommend anyone to this dealership. Everyone is so unprofessional and has the worst attitude as though they don’t want to be there. It was the worst experience I have ever received when car shopping.

Robert Michael did a fantastic job! The whole experience with him was very friendly and welcoming. I never felt pressured into anything. I was given all sorts of information that really made the whole process quick, simple, and fun.

Stopped by to order a part after getting a previous quote. Robert from the parts department was able to get me a great deal and his customer service was awesome. Thanks VW!

My wife and I purchased a vehicle here and the salesman lied about having a bumper-​to-​bumper warranty (we found out a few months later). The seat warmer in the driver seat did not work and even though we noticed that right away, my wife waited a little while since this supposed warranty was still in effect. She called to make an appointment and was told that she did not have the warranty and that salesman no longer worked there.
We vowed to only go there if necessary and that moment came today. She had a slow leak in one of her tires and, upon inspection, we noticed there was no wheel lock with the car. Either it didn’t come with the car or the one place she took it to forgot to put it back in after a service that was performed. Anyway, obviously we had to go to the dealership for a new wheel lock.
They checked the tire with the slow leak and said that it could not be patched due to the placement and offered her a tire for $ 265. That was their only option until she advised she wasn’t going to pay that much for one tire.
We got the wheel lock only and they placed it under her shoes and paperwork in the passenger seat, prompting her to have to turn around when we double checked in the parking lot.
We took the car to Discount Tire who advised that the leak was coming from a place that definitely could be patched. They did so for free.
Go to this dealership if you are looking for one that is less than truthful.

Terrible service after the sale!
Did not actually purchase from them but did buy a 2013 Touareg from a private dealer that still had factory warranty.
Went to them for the 30k included maintenance, was immediately struck by how pushy and arrogant my service tech was. Talking down to me like I was a child, and I’m a 45 year old very masculine man with a 50k car. I can just imagine how they treat women???
So that visit was OK, still didn’t like the service tech. If he was that bad I can imagine the sales weasels!
I had forgot to mention a rattling in the air vent area so I scheduled another appointment a few weeks later. Came in and was informed about their $ 120 diagnosis fee. I explained the vehicle was still under warranty and a different but just as arrogant tech explained to me «Oh rattles are only covered for 10k» He explained if they did find it to be a warranty issue then it would be covered but I still have to agree to the $ 120 fee before allowing it in.
Argued a little bit more but agreed to have them look at it. Service tech went on a test drive with me and confirmed the rattling.
Went home and looked up the factory warranty and it showed no mention of a diagnosis fee or «10k limit on rattles»
So anyways they called and said they could not duplicate the sound a second time. They said the diagnosis fee would increase if they had to dig more into it. Told them to never mind and over the weekend I stewed and tried to plan a way to get my car back without paying.
Ended up not charging me, but rattle was still there.
Few weeks later, still under warranty, I decided to try David Maus service. Whole different world!!! For 3 days they took apart the dash in an attempt to find the rattle. It was eventually determined to be the control buttons on the steering wheel! Repaired NO CHARGE for 3 days of work!
Shame on you Napelton! I can’t for the life of me figure out why you would treat your service customers like garbage? They do eventually purchase new vehicles and will remember how you treat them!
Oh! and good luck trying to get an email address of the GM or Service manager from the live chat operators. They absolutely refuse to give you that information.

My daughter recently took her Jetta to Volkswagen of Orlando for service. The staff was very friendly and professional. Her car was wash and vacuumed for free and it was all completed in less than hour. Great job!

The staff is really great and knowledgeable. Our salesperson, Matthew Earle took wonderful care of us and made the process smooth, clean and easy. The car we bought, a 2014 Golf, is a certified pre-​owned with 12,000 mi on it but it runs like a beauty and they’ve extended the warranty. I would come back here in a heartbeat because of the great service and the fact that I’ve never had an issue with any VW vehicles before. They drive smoothly, are well made and continually reliable.

It has been nothing but a frustrating experience with this dealership! The buying experience was HORRIBLE. We were paired with James, who I grant you had only been at the dealership for a month, but he had worked at other dealerships. He knew next to nothing about the vehicle we were interested in. Yet we still decided to buy it here because the price was right, if I had known about the future headaches I would have run for the hills.
They kept us in the dealership for 5 hours to complete the purchase process. My Wife was 7 months pregnant at the time, and they did not offer any additional comforts for her beyond the most uncomfortable chairs on earth. When we finally went into the finance area we were immediately attacked for not wanting the extra warranty past 60,000 miles.
When it was finally time for the final walk through, not a single person at the dealership could show me how to pair my phone and delete previous user profiles for the blu tooth (we purchased a used vehicle). So we were there for an additional hour with still no success. We were told that it was lucky we were in warranty because this is something that would be covered. I stated that since I just took possession of this vehicle this would be fixed regardless. After waiting with no answer I wanted to leave, in my old car, and cancel the sale. They told me I couldn’t because the car was no longer registered to me. I asked for a loaner car, which took another 45 minutes to be brought around.
Flash forward almost 6 months and I receive a phone call from the dealership. They had failed to obtain our signature on some documents at the time of the sale and needed us to drive to the dealership to fill them out. I flat out refused, it was too far to drive for three signatures. After much hemming and hawing on their part they finally agreed to mail them to me.
Now, two months after that, I am trying to register my car in Tennessee, and am being told that the car was not properly registered or titled in Florida, and the only way it can be fixed is to come back to Florida to fix it in person.
Please, do not use this dealership. The are unprofessional, and do not care about you as a person. I regret ever buying this car, and it almost makes me regret choosing Volkswagen.

Run Forest Run! Buyer Beware
Tried to buy an advertised car as advertised. Not listed were additional fees. Add another grand onto the total! Nope. False advertising and would not honor the price. Sound like honest used car salesmen to me! Run Forest Run.

If you decided for a VW, visit this dealership and ask for Sam (The business development manager) and he will set you up with Mr. Matthew Earle. The perfect combination of attention, care and the respect that you deserve … Well done guys.

Great sales department and service department!!! Am I dreaming? This place has an excellent sales staff and courteous service department like no other. My car was serviced and delivered on time too! I’m a happy camper! Love, love, love Aristocrat VW of East Orlando!

It’s not the same as Aristocrat was!

I made an appointment and dropped my car off Saturday for simple fixes before my warranty ran out. A broken plastic piece and a glove box latch that wouldn’t latch. I was told I would get a call on Saturday evening regarding the expected time it would take to fix. Nothing. I waited until Monday afternoon to call THEM, and was told they were just now looking at it! Why make an appointment if you have no intention of getting to it for three days?
I am no repair person, but I would think it would only take 10 minutes to look at it, order the parts, and send me on my way. Instead, I have to get a ride from my husband to work, track the shop down for answers, schedule a pick up around their hours (closed Sundays– that sucks), and do it all over again when the part comes in.
Bad follow-​up, and bad customer service, guys.