I recently went to Douglas VW for my final service under warranty. I had noticed a strange knocking noise in the back of the car, and asked my service manager, Rick, if he could look into it for me (in addition to the things they routinely check a a part of the service). I thought it was just something loose in the back and would be a quick fix. It turned out to be something inside the body panels and very hard to find and solve. Many things impressed me with how Rick and the Douglas team went above and beyond to help me. First, they kept me informed about what was happening at every step – so I never felt lost or concerned. Second, Rick made sure that my transportation needs were cared for, by arranging for a loaner car and getting it to me even after I’d left the dealership. Third was how Rick went to such lengths to find and fix the problem. In addition to the normal Douglas mechanic staff, they called in specialists from their body shop and even a special tech from Volkswagen… They really went above and beyond to make sure the issue was found and fixed. At one point a team of three was riding around in the car searching for the source of the noise inch-by-inch. I would say that this is truly exceptional service if I had been paying for the visit. However, this was covered by factory warranty, so these guys were showing this level of dedication and service to essentially a non-paying customer. It’s rare to find people who take pride in doing a great job. It’s rare to find people who really deliver on the promise of putting the customer first. Douglas VW is a place where you can find both, and I’m grateful that I found them. If you want to actually have a pleasant experience, and have confidence that your service needs are being handled by the best team, visit Douglas VW. These guys – especially Rick himself – are top-notch.