Customer Testimonials

If you are considering purchasing a VW, you have to go to Norm Reeves and ask for April Dean ! She was amazing. She explained everything, was honest and doing her very best to get me exactly what I wanted. She went above and beyond with her kind thoughts and generosity of her time on Halloween night. She knew that I did not like to drive at night and gave me the extra boost of confidence to get me home.

Great service, April was a knowledgeable and kind salesperson. I had some issues with my purchased car and they took care of it right away.

They’ll sell you a car and not send you license plates. When you call you get a bunch of excuses on why they didn’t come and no call back from managers. Place is a joke

A mixed bag of experiences. While under warranty, not much to mention. A mile over that warranty threshold and their demeanor changed for the worse. Very expensive. Today, we can't help but feel ripped-off by over-the-top pricing for a handbrake switch failure (after 3 years I might add). No empathy or grace from the serviceman Jimmy, even though we're only 1600 miles over the 4 year/50,000mile warranty period threshold. For this particular service today I was charged $294 for a diagnosis test on the electronic handbrake switch failure, but was told by Jimmy that that $294 would go toward the cost of ... Read More

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Google - Oct 22, 2026

A mixed bag of experiences. While under warranty, not much to mention. A mile over that warranty threshold and their demeanor changed for the worse. Very expensive. Today, we can't help but feel ripped-off by over-the-top pricing for a handbrake switch failure (after 3 years I might add). No empathy or grace from the serviceman Jimmy, even though we're only 1600 miles over the 4 year/50,000mile warranty period threshold. For this particular service today I was charged $294 for a diagnosis test on the electronic handbrake switch failure, but was told by Jimmy that that $294 would go toward the cost of the part if needed so at least we had that (apparently). We went ahead with a standard 50,000 mile service oil + filter change, brake oils, tyre rotation change etc. plus that diagnostic on the brake switch. When the diagnosis for the brake switch was completed, it just confirmed what I had already told them was wrong (yes, it was the switch failure). They told me they didn't have one in stock, and it might take a day or two to arrive, and that it would cost me $597 for them to replace the switch. I asked about the $294 being taken off that $597 but he told me that $294 had already been taken off! Therefore I would have to pay $597 plus the $297 diagnosis. I told Jimmy the part only costs $48 on the VW parts site. He told me it was the cost of labour. I told him it wasn't even a particularly hard job. He basically, said 'good for you. You can save the money doing it yourself.' So I told him, not to do the job, and I walked out of the the service department paying for the service plus $297 for a diagnostic that I already knew, and I've ordered the part online to do it myself. For this diagnostic, they literally just plug a scanner in under the dashboard and it spits them out a fault code. Not hard work is it. So, after a few visits and this particular service we have concluded that this Norm Reeves Service location is WAY too expensive to be reasonable. Especially in this case. Another thing to note. They never rotated the tires they charged me for as part of my 50,000 mile service. The tires and wheel rims have distinctive markings that haven't changed since we took it in. Go figure.

After we mentioned we wanted to buy the car, I asked about a few dings on the front and the salesperson said they could take care of it for us. As soon as I turned down the extended warranty, they said they cannot fix the dings because their offer was contingent on me getting the extended warranty. 1) They did not say this upfront 2) SO PETTY 3) shows they’re insincere and just trying to make $$

I took a uber after work in 5pm traffic from Santa Monica to Irvine to buy a Tiguan from Norm Reeves after being by Stephanie that it was clean and in perfect condition. When I arrived at 8pm, the car was waiting in the darkest corner of the lot, with the damaged side facing the darkest spot, on a black car. At night, the scratches were nearly impossible to see. After the purchase, I found a 5–6 inch scratch on the front bumper corner, plus more scratches. This is easily a $500+ repair. Had it been disclosed, I would have negotiated the ... Read More

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Google - Oct 6, 2026

I took a uber after work in 5pm traffic from Santa Monica to Irvine to buy a Tiguan from Norm Reeves after being by Stephanie that it was clean and in perfect condition. When I arrived at 8pm, the car was waiting in the darkest corner of the lot, with the damaged side facing the darkest spot, on a black car. At night, the scratches were nearly impossible to see. After the purchase, I found a 5–6 inch scratch on the front bumper corner, plus more scratches. This is easily a $500+ repair. Had it been disclosed, I would have negotiated the price or walked away entirely. I would avoid buying a vehicle from them sight unseen, especially when you’re sitting in traffic more 2+ hours and paying for an uber out of pocket.

Everybody we encountered was AMAZING! Best price, best customer service, fast, friendly and accommodating. I highly recommend ALEX, in the sales department. Finance and the management shine! Thank you for an AMAZING experience! I will be back in 3 years!

Excellent service from sales manager Logan and his entire staff

Service was great. Once I send my interest in the vehicle I wanted they reached out, had it ready to see, and were kind to accommodate my situation. They helped all the way through. After purchasing the vehicle they reached out to see if they could assist me with anything else

Quick and pleasant process

Robert Yang was excellent in getting our new VW Taos S 2026 lease car and process our lease application very quick in a timely manner. This our fifth VW car we have leaded from Norm Reeves Irvine. Robert explained everything in detail and got car ready for us to drive off. Overall, very satisfied with service provided.

I dealt with Farshad (Shawn) 3 years ago for my volkswagon. This guy was very sleazy and said everything I wanted to hear just to sell me a lease. I trusted him and my mistake was not reading the contract word by word. I DO NOT RECOMMEND working with Shawn/Farshad. I returned my vehicle and had to pay for fees I DID not know about. Once again, there’s a reason why dealerships have bad reputation. Farshad is a prime example of that.

The service was ok but on the way back home the car didn’t have that much oil and 2 days later it got a check engine light

This was my third lease from this dealership. My first two experiences were good, and I especially loved the VW SUVs because they felt solid and dependable for someone like me who does a lot of freeway driving. Unfortunately, my most recent lease experience has been extremely disappointing. When I returned my previous Atlas, I still had several months remaining on the lease and was over the mileage allowance by more than 10,000 miles. I paid the excess mileage, and I agreed to lease a new vehicle under the condition that the remaining lease payments would be waived and all related ... Read More

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Google - Aug 31, 2026

This was my third lease from this dealership. My first two experiences were good, and I especially loved the VW SUVs because they felt solid and dependable for someone like me who does a lot of freeway driving. Unfortunately, my most recent lease experience has been extremely disappointing. When I returned my previous Atlas, I still had several months remaining on the lease and was over the mileage allowance by more than 10,000 miles. I paid the excess mileage, and I agreed to lease a new vehicle under the condition that the remaining lease payments would be waived and all related costs would be included in the new lease agreement. This was clearly explained to me at the time of signing. However, about a month later, I received a bill from the finance department for excess mileage, outstanding payments, sales tax, and wear-and-tear charges. I contacted my salesperson, Robert Yang, and asked why I was being charged these amounts when they were supposed to be handled as part of the new lease agreement. His response was very confusing and did not match what I was told when I signed the contract. I was told that the mileage overage would be applied to the financing, but that I would still have to pay the other charges separately. This is not what I understood or agreed to when I entered into the new lease. Right before signing the new lease, I repeatedly confirmed with both the salesperson and the finance manager that there would be no additional charges later. They assured me that the price we agreed to at the time of signing was final, and that I would not receive a surprise bill afterward. During my previous two lease agreements with this dealership, I never received any additional bills or unexpected charges after the contracts were finalized. That is why I trusted what I was told this time as well. To make matters worse, just one week after taking delivery of the new vehicle, the airbag warning light came on, and the sunroof/interior light control switch was not functioning properly. I had to take the vehicle to the service center to address these issues. At this point, I am extremely disappointed—not only with the vehicle issues, but especially with the lack of clear communication and the way the financial terms of my lease have been handled. I chose to come back to this dealership for a third lease because I trusted my previous experiences. Unfortunately, this time, that trust has been seriously damaged.

If I could give a negative 5 stars I would !! Stay away from this dealership. My wife scheduled a repair of our daughter's 2019 Beetle where the trunk wouldn't open anymore. When pulling the release you could hear the actuator moving, but no matter what we did the trunk stayed solid locked. I was not part of the initial conversation with the dealership, otherwise I would not be writing this review. At pickup I was presented for an invoice related to the trunk repair for almost $1,700. $8xx for parts and $8xx for labor. I was told that was normal pricing ... Read More

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Google - Jul 28, 2026

If I could give a negative 5 stars I would !! Stay away from this dealership. My wife scheduled a repair of our daughter's 2019 Beetle where the trunk wouldn't open anymore. When pulling the release you could hear the actuator moving, but no matter what we did the trunk stayed solid locked. I was not part of the initial conversation with the dealership, otherwise I would not be writing this review. At pickup I was presented for an invoice related to the trunk repair for almost $1,700. $8xx for parts and $8xx for labor. I was told that was normal pricing - claimed they had a mechanic work for more than 2 hours to open the trunk. I reached out to the service manager, to see if we could find some middle ground here. All I got was a cold bucket of water. This was according to VW standards and the fact my wife had accepted the price. It doesn't remove the fact this is extremely overpriced. A quick google search reveals this should be a $400-$600 repair. There is local VW certified mechanics that could have done the repair. We can afford it, but that doesn't make it right. We are done with Norm Reeves and our family will never again do business with them.

One of the most painful car buying experiences of my life. Unnecessary long time in making the sale. Took us over 5 hours to complete the deal. Only the financing part took over an hour and a half, even with credit score over 800 and my own financing which was ignored. Sales manager Sal DeAlba was rude, had an air about him and when we told him there was a broken part in the car that we intended to purchase, he did not believe us. When he personally walked to the car and saw it for himself, he said that the dealer ... Read More

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Google - Jun 1, 2026

One of the most painful car buying experiences of my life. Unnecessary long time in making the sale. Took us over 5 hours to complete the deal. Only the financing part took over an hour and a half, even with credit score over 800 and my own financing which was ignored. Sales manager Sal DeAlba was rude, had an air about him and when we told him there was a broken part in the car that we intended to purchase, he did not believe us. When he personally walked to the car and saw it for himself, he said that the dealer will fix it. No commitment provided on when and who to contact to get the part replaced and fixed. Essentially implying that the customer will forget about it and the matter will resolve itself. Sal needs hours of retraining on how to deal with customers.