Fitzgerald Volkswagen Frederick

Dawn Becker

★★★★☆

9 months ago

During drop off I checked in with George who was very friendly and helpful. Made drop off and pick up an easy, pleasant experience. This would have been a five star review but when I called to schedule my service the representative I spoke with (female) was nice and logged all of my vehicle concerns along with my 10,000 service, and mirror installation but could not answer a question (this is not the issue, her service was wonderful) so, she connected me with someone higher up. This representative (male) was so incredibly UNFRIENDLY and rude. Kept telling me that I would not get a loaner when I was told I would by the sales team when I chose to have my mirror installation. I am not sure if he was having a bad day, but either way, being rude to customers is not the way to get return business.

Michaela Mueller

★★★★★

9 months ago

James was fantastic to work with. I had to bring my vehicle in for a recall and an additional issue. My vehicle was there for 6 days, I was provided a rental and frequent updates on the status. He was able to work with VW to cover the second issue at no cost to me. I truly appreciate his efforts and success in handling that for me!

Melissa Evangelista

★☆☆☆☆

6 months ago

This location has been incredibly frustrating when it comes to getting services done. I called about an issue with my wheel locks, and while the parts department provided one answer, the service department disagreed and directed me to appointments. I found myself being transferred multiple times, only to eventually get disconnected. I went through this frustrating cycle three times before deciding to give up. This wasn’t the first time I faced such issues; I also tried to schedule a recall for my airbag multiple times, but encountered so many problems that I lost hope. I eventually went to King VW in Gaithersburg, and they resolved everything in a single phone call that took less than 10 minutes. They were able to get me in the same day and even completed my recall on the spot. Their service was excellent! I will never return to the Frederick location due to the way they handle business. It’s disappointing, especially since they are only five minutes from my home.

Bill Clem

★★★☆☆

Edited a year ago

Update: (Sales 5 star, service 2.5 stars) While my sales experience with John was excellent, I cannot say the same about the service side of Fitzgerald VW. I’ve been in multiple times and from my second visit at only 20k miles I was told my rear brakes were wearing quickly but was not told that Volkswagen had extended the warranty on them specifically because they were having early wear issues (VW also didn’t notify me until after I was beyond the warranty). I would’ve asked for them to be replaced before the extended warranty ran out if they simply communicated this to me. By not addressing it at those first early wear signs the rotors were also damaged and needed to be replaced. I also was told there was an additional extensive issue with my car and my service rep George made sure this was taken of by warranty, I appreciate his work to get this covered. I was told the car would be ready in 1-2 days and they ended up taking 2 weeks to get the work done with no communication to what was going on! I continually reached out to the service department to try and find out what the delay was. When I finally picked up my car it was covered with pollen and bird poop and the inside has smelled like the service garage ever since. So my VW Jetta has had more issues in the first year then my last 5 cars combined and the service department at Fitzgerald has been the worst I’ve experienced at any dealership I’ve used in the 20+ years I’ve lived in Frederick. I’ve also been in the parts department twice to pick up an accessory and antifreeze (from an apparent head gasket issue that wasn’t found at my past visits) and both times I was treated like I was a nuisance for being there. My initial service rep at my first visit to the service center was not good but the VW specific service reps since have been friendly and helpful. Also the woman in charge of loaner cars was incredibly nice. To say I’ve been disappointed with VW and with Fitzgerald’s service is an understatement. If you read my other reviews you’ll see I’m fair and always complimentary towards businesses and especially the people working there. That’s why I specifically mentioned George and the loaner car team being professional and friendly, but I feel like I have to mention the experience I’ve received. I was looking at a new VW Jetta and had originally been in contact with Pete through text messaging then he was leaving for the day so he passed me off to John Lee. Pete was super friendly and knowledgeable and John was as well. John made the unpleasant car buying experience great! He showed me everything about the vehicle and answered all my questions during a test drive. I purchase a vehicle every 2-3 years and Fitzgerald is one of the very few places that post an excellent price right on the window which was really nice during this time when some dealers are adding $1000-$5000 onto the MSRP. Their price was not marked up over list on any vehicles I saw which was very unusual. They were competitive on my trade offer and it was super easy. Jeff the sales manager was straightforward and approachable and was very friendly. John in Finance did an excellent job as well. I’ll definitely give their service department a try after such a great experience with sales. Thanks to everyone who assisted me in this very unusual car sales market.

Charles Kadel

★★★★★

7 months ago

My wife Frances and I were very pleased with the way Brenna Nonaka managed the entire purchasing process. She did an excellent demonstration of all the features available on the vehicle. Explained the dashboard layout and the functions of all the driving controls. Explained the computer display and how to navigate it and the features it provided to setup the vehicle to suite the driver. Her instructions while driving round the lot were very helpful and I was pretty confident when I drove away. She also guided us through the purchasing process and explained all the relevant documents. So you get full marks for a very pleasant experience.

Ahmet T

★★★★★

a year ago

Jackson Peterson was knowledgeable, easy to work with and fun to do car shipping with. Thanks for helping us out.

Mike Large

★★★★☆

Edited a year ago

John has been a good service advisor and kept me informed pretty well. The actual services have been good, minus a few small issues. Everything has been covered by the warranty, so that’s also good. Car originally had a whistle that they took a lot of effort and care to diagnose and fix which I appreciated. However my running bar light was scratched pretty good after the bumper was replaced due to it being a cause of the whistle. I sanded it down ok and it’s fine. My recent headlight and starter replacement went very well. It was hard to get an answer on the TPMS sensors for my tires. Was told a few times the car didn’t have them and to go to an Independent shop, even though my Fifteen52 wheels were purchased from the dealer. I finally did get a price from VW after the independent shop said the car was too new and they couldn’t program the sensors yet. The estimate unfortunately was prohibitively expensive so I passed. Lastly, a proper VW or similar class loaner would be nice vs the NextCar rental company. My last few cars have been a bit lacking, including one where the wipers failed durning a bad storm which required a terrifying limp back to the dealer for a replacement loaner. That said, at least it’s offered. I am coming from BMW/Mini where you they use loaners as a marketing opportunity to get you in something nicer which goes a long way.

F S

★☆☆☆☆

3 months ago

Wow!! the lady representative for Volkswagen service was very rude, Their prices are so much more expensive than WV of Hagerstown, at Hagerstown the said cost me $200 for installation front brake & router but in Frederick she said front brake and router is 2 hours job to only install & they charge $150 per hour,so $300 only for front & for installing rear brake and router Hagerstown said $250 and Frederick location “ this location “ said 3 hour job so it will be $450, why would I pay $750 to Frederick WV to install my brake & router when I can get it $300 less expensive at Hagerstown WV!! I hate how they hustle their customers, 0 star for her and her prices

Dan H.

★★★★★

a year ago

I had been doing a lot of research on 3 row SUVs and narrowed our selection down to a 2024 VW Atlas. After talking with several dealers, we ultimately wound up purchasing from Fitzgerald. Initial conversations began with John Lee in Sales who was very responsive and knowledgeable. We also had the opportunity to work with Rajni in finance and appreciated her kind demeanor and no high pressure sales tactics. We've purchased quite a few vehicles over the years and I can honestly say this was one of the quickest and most painless transactions ever! We'll definitely do future business and recommend Fitzgerald to anyone in the market for a new or used vehicle. Thanks again!

Tish Banks

★★★★★

a year ago

My experience with Abel Willie was such a blessing. Your company is truly blessed to have him. He was so happy for me. Great experience and I will definitely let my family and friends know where to buy there next car. I love my new ride!! Mahalo Abel!!! Theresa Banks

Jennifer N.

★☆☆☆☆

5 months ago

I have given this dealership two chances, and I have had poor experiences both times. I do feel the majority of this negative experience was due to working with James in the Mazda department. I drive a VW and both visits was put with him for my needs. He is not customer service oriented, doesn't understand or seem to care about concerns of customers, and is very rude. I was here recently for an oil change and felt as frustrated leaving as I was the last visit when I was in tears over the poor support I received regarding an accident and insurance claim. I will not be back and it's a shame because I have always serviced my VW at a dealership in the past. I lived in a different state and hoped to find a team who cared about my car as much as they do when I moved here. Please let me know if you have any recommendations.

Terry Stratoudakis

★☆☆☆☆

a month ago

Good sales people. That’s it. They do not know their job and if you complain they find a way to make it your fault. They sell cars, they should know things like plate holders to be installed or to ask if we have tags already. They do not return messages or calls after the sale, they got paid.

Shawn

★☆☆☆☆

a year ago

Before going into the dealership, I had the privilege to have Wade as my salesperson. His Manager Brandon worked very hard for me to get approval from Volkswagen. Brandon spent lots of time on the phone trying to help me. On, Saturday 8/31/2024, after getting approved, Wade came to my home to pick my son and I up because we did not have a car to get to the dealership. I live approximately 30 minutes from this dealership. I greatly appreciated this. Wade was kind to my son and me on the way to the dealership. He continued to make my son, and I feel comfortable at the dealership. We arrived at the dealership and waited for approximately an hour to go into the Finance Office. During this time the dealership had closed but Wade stayed with my son and I until finance was ready for us. Brandon came over and introduced himself as well as John (Finance Person). Even though the dealership was closed Wade continued to be patient and make my son and I feel comfortable. Here is where the 1-star review comes into factor. Wade walked us over to the Finance office. John (Finance Person) seemed bothered because I wanted to look over my lease information before signing. I looked over the lease contract and noticed a fee of $500 for an add-on. I asked John what the add-on was, and he said it was free. The contract clearly showed it was $500, so I was paying for it. I told him I did not know what it was, and I did not want it. He said, Brandon explained this to you six times (Ignorantly, while talking down to me as though as I was stupid) and that he was putting it in the deal. He said to me that the payment we agreed to had not changed.  He said if you do not want it, he would add $500 back onto the car. I felt very uncomfortable. I felt the way he spoke down to me was like take it or I will add it onto the car and remove it or get out. There is no excuse to ever feel uncomfortable at any business and be talked down to. I told him, I wanted to go home. My son and I walked out of the finance office and since the dealership was closed, we stood by the front doors inside of the building. I called Brandon and told him I needed a ride home. I explained to Brandon what had happened, and John started yelling over to me while on the phone. I am not 100% sure what he said but I let him know I was not there to argue. Brandon prior told me that if I came into the dealership and if I did not leave without a car, he would make sure I got home. This was not the case. Brandon refused to give us a ride home. My son who is 11 years old and I were stuck outside of the dealership in the pouring rain. I live approximately 30 minutes from this dealership. My son was in tears crying because he did not have a way home. I had to call my dad who lives over an hour away approximately to pick us up. I am posting pictures of outside the dealership so you can get a better understanding of the time of night along with the pouring rain. Before going into the finance office, my son and I were creating great memories together of how customers should be treated at a dealership. The experience was exceptional before going into the finance office. I would never buy from this dealership personally because of how John treated me. However, after the dealership was okay with allowing my son again who is 11 years old and I to be left stranded, I wanted to post a review and share my experience. They not only lost my business, but they ruined a great experience for my son and me. A great customer experience is from the start to the end and this dealership failed to deliver that experience. There are many other Volkswagen dealers to get a car from. I would never recommend this dealership to anyone.

Michael Johnson

★★★★★

5 months ago

My experience with Fitzgerald was excellent! George was my service advisor, and he informed me every step of the way my car was with you guys. The car was recieving a new engine and was there for almost 2 months waiting for the engine to arrive, and although it was a long time, George let me know every time when it will possibly be ready. The mechanic who worked on my car, I dont really know his name, but he did a excellent job on this car. It rides like a brand new car, and basically is a brand new car. My experience with Fitzgerald was the best! When my oil needed changing, I brought it back there because I didnt want anyone touching my car, but the mechanic who put the new engine in. I liked to thank the mechanic and George for giving my car and myself excellent service. I have told everyone about the service I recieved, and I will recommend you guys to all of my friends. Thanks again!

Kathleen Montgomery

★★★★★

3 weeks ago

I had an excellent experience buying my Golf GTI from Fitzgerald VW, especially with Destiny. She was transparent, personable, and authentic from the start. This was the only dealership that provided the information I requested upfront, making the process easy and stress-free. The team didn’t push unnecessary add-ons, and a very helpful staff member even showed me how to use the car’s tech features. Highly recommend!

Jacob M

★★☆☆☆

Edited 3 months ago

After purchasing a car from this dealership, I would search high and low for a comparable car at another dealer before ever returning. What went well? My wife wanted to get a new car and that mission was accomplished. What could use improvement? Pictures and inventory online could be accurate. Discussed a deal with the sales department ahead of time just to drive two hours to find out that the car didn't exist. The sales manager "agreed" to a trade-in price, shook my hand and then I saw the paperwork and how he shorted me $200 from what had been agreed. *UPDATE* After posting this review, the guest experience manager reached out about my experience and issued a check for $200 to make me whole on the trade-in miscommunication. Nice to see the dealership wanting me to feel more satisfied with my experience and making an attempt to correct the situation. The F&I department called my credit union to get the 10 day payoff only to call me a few days later to tell me I gave them the wrong payoff amount - never heard back from them once I reminded him that I never contacted my bank and the dealership took care of it themselves. Title and paperwork was supposed to be sent to the state - it was sent to a local notary and I was not made aware of this until the notary called to tell me my paperwork was there. Notary fees were not covered by the dealership and I paid out of pocket what they claimed to have been taking care of directly. The sloppiness of every department leaves a lot to be desired.

Rushabh Kamdar

★★★★★

a month ago

I want to take a moment to share an absolutely positive, fantastic, and amazing experience we had purchasing our 2026 Atlas Peak Edition from Fitzgerald Volkswagen in Frederick. From start to finish, the team exceeded every expectation. Our salesperson, Reese, was outstanding. Hands down the best sales professional I’ve worked with in years. He knew the product inside and out, provided excellent customer service, and carried a friendly, positive attitude throughout the entire process. What truly stood out was that he was never pushy—just genuinely helpful, understanding, and committed to making sure we had a great experience. He’s a big part of why coming to this dealership was such a good decision. We then met with John, the Director of Finance, who was equally impressive. He was extremely knowledgeable, transparent, and worked hard to give us the best deal possible within our budget and needs. His friendly personality and caring approach made the financial process surprisingly comfortable and enjoyable. One thing that really meant a lot to us was how they treated my mother-in-law while she waited. They made sure she was comfortable, hydrated, and well taken care of. It’s rare to find a dealership that extends that level of kindness to the whole family. If you’re looking to purchase a new Volkswagen or a used vehicle, I highly recommend Fitzgerald Volkswagen in Frederick. They treat you like family, they genuinely care, and they make the entire experience memorable for all the right reasons.