Posted by: Stuart R
June 04, 2012
Since the purchase of my Jetta in 2001, my vehicle has been serviced at the VW dealership in Springfield. Ben Ong, who is now with Lindsay, was the service rep that provided me and my family such amazing customer service in Springfield. When the customer service culture began to deteriorate at Springfield, Ben and many of his co-workers left to go to Lindsay where they could continue to serve customers selflessly. I continued to take my Jetta to Springfield merely because of its location, but now that I have moved to Centreville, and after my last experience at Springfield I will definitely be having my Jetta serviced at Lindsay. I took my car into Springfield for an inspection and an oil change, and I was told that my car had failed its inspection, needing new windshield wipers and several lights that were the incorrect color, and that my transmission was leaking. Feeling perplexed and the butt of a joke that any of these things could be true since my car was and is in excellent condition, I decided to take my car to Ben to get a second opinion. As expected, Ben restored my faith in VW's continued pursuit of ensuring the ultimate in customer service. Unlike what VW Springfield's service department had informed me, my car passed its inspection and did not have a transmission leak. Realizing the poor service that I had received at Springfield, Ben took the initiative to set me up with a loaner vehicle, while he and his service team took care of my Jetta. There is an ugly perception in the auto industry that employees are dishonest and are out to pull the wool over the customer's eyes. Ben has always instilled confidence, reliability, and trustworthiness, and my family and I feel comfortable having our cars serviced under Ben's care, knowing that he will not try to add extraneous charges or repairs. If VW and all service departments would follow the example of Ben Ong in delivering excellent customer service, they would have happy returning customers that would generate new business via referrals. VW Lindsay is lucky to have Ben Ong! Ben, thank you for your continued excellent customer service.