I really hate to do this, but I need to update with my poor, poor experience at VW last week.\n\nMy boyfriend made an appointment because he has a new 2011 TDI Jetta and he had gotten a recall notice in the mail. We drive out here and I am expecting the great service I am so used to. Well, it was a mixed bag. First off the staff is still generally very nice (minus the girl who takes care of signing you out/giving you your keys... more on that later).\n\nAll right we drop off the Jetta and the maintenance guy asks my boyfriend if the car has had its annual check-up to which he replies it hasn't. Since the care is under warranty he decided to go ahead and get it done. This added an hour and a half to our already one hour wait time. We decide we might as well take the courtesy shuttle to Galleria Mall.\n\nWhile at the mall the maintenance guy rings my boyfriend and says there are actually two other recalls on the car that need to be fixed. My boyfriend says to go ahead and do them, so this puts our time to pick up at 1:15 PM (we dropped off at 10 AM). But it's okay because we have the courtesy shuttle come pick us up - right? No. Wrong. At 12:30 PM we called and asked to be picked up, the shuttle driver pretty much blew us off and told us he was on lunch and said our maintenance person could find us a ride. So, we called him.... and called him.... and called him... and he did not answer. We started walking, kind of out of boredom and kind of out of just wanting to be there, get the car and leave. \n\nSo the shuttle driver calls us about 1 PM and says he can come pick us up, so he does, on the side of the road. He apologized, but come on.... why didn't you find someone to come get us? Why doesn't VW have someone who can cover the shuttle driver during his lunch break? That's ridiculous.\n\nTo end our experience we're dropped off at the desk to sign papers and get our keys. While we stand there and stare at the girl running this operation. She staples papers. Continues to staple papers. Does not acknowledge us. Continues to staple papers. We're obviously WAITING FOR HER. Finally she stops, and comes over and plops papers for my boyfriend to sign in front of him and then practically (might as well have) tossed the keys to him onto the counter without so much as a smile or a well-wish goodbye. All I was thinking in my head was, \"What a sour effing bitch.\" One should not work in customer service if you're going to behave in such a fashion.\n\nI'm not going to stop taking my VW to be serviced at a VW service station, but I just might have to try somewhere else in the valley after such a poor experience here.