Wallace Volkswagen of Johnson City

I would give less than 1 star. I have a 21 Atlas in good condition. I have always taken the vehicle to this location for oil maintenance. This time I was told that the belly pan was missing 6 screws and bolts. This material is a large piece of protective piece. If it would have fallen off, then I would have ran over it. The car was maintenance there and had to be left off my vehicle, and they should be responsible for it all, not just labor. Now $400 to replace. The lady at customer service didn't want to address it while I was there, she dismissed the conversation and said often times with the age of my vehicle they fall off. What! Then she said it may not have been noted on last diagnostic during oil change. WHAT! This is terribly disturbing. I didn't take any pictures to make sure they placed all equipment back on my car at last service. Better take pictures when you leave to get service done here. Attaching the unit below for reference. Sadly, I love my VW. They did offer to cover labor for the replacement part. WHY!

I had a great experience with the service department, especially Tory. She and the whole department was very knowledgeable, friendly, and considerate of the problem I was having with my Passat TDI. She communicated well and consistently with me, letting me know what was going on each step of the way. She even refused to tell me something she didn't know for certain and would call me back after confirming details with the technicians. The biggest concern customers have with dealerships is the risk of being taken advantage of on the bill and charged for work not completed. I absolutely did not have that concern with Tory at any point during our interactions. She even suggested several different ways to save money in the future. I really appreciate all of the assistance and consideration I received through all of this. Thank you, Tory!

great sales staff, terrible support and prep for new vehicle I just purchased. I bought a 2025 ID.Buzz from Wallace May 9th, and drove it home to Asheville, NC. There was a light on indicating that there hadn't been a final inspection. Since it was a Saturday they told me there was nothing they could do, and I could take it to a dealer in Asheville to get the light cleared which I was ok with. When I got home it started throwing another error related to the electrical system. I took it to the dealer, where it remains to this day awaiting parts to fix the van. My local dealership also mentioned that there appeared to be evidence that Wallace had attempted a repair and didn't complete it. I appreciated the ease with which I was able to purchase this vehicle mostly over the phone, but BUYER BEWARE make sure all inspections and certifications are completed before driving off the lot as I've had little to no interest in helping my case from this dealership in the MONTH I've had the vehicle getting repairs.

Warning: this is going to be a long review because I want everyone to know how wonderful it was buying a vehicle from Wallace. So let me start with- this was my first time ever trying to buy my own vehicle. My husband has always just bought my vehicles for me. But started looking online at the brand new Taos and Tiguans. Within 24 hours of starting my journey, I was contacted by Natalia. She was very sweet, very relatable, but not in a fake way, and she was very knowledgeable of the products she was trying to sell. I explained to her that I’m a mom of 2 very active kids, I drive for work, and exactly what I was needed versus the amenities that I wanted. I wasn’t sure if I was going to trade my current car or not, so I decided to make a appt and take it to the dealership and let them appraise it. When I got there, I was greeted by another girl (not sure of her name) and told her who I was looking for. She led me to Natalia’s desk, and I ended up sitting there and waiting for several minutes, as she never told Natalia I was there. It wasn’t a super long wait so I didn’t take off any stars for that. I finally met with Natalia, and gave her my keys for appraisal. She showed me a few vehicles on the lot while I waited for the numbers on my car, and she explained all of the tech that each vehicle had, gas mileage, etc. When they were done with my car, she brought me my key, along with the numbers from the finance manager. I didn’t even have to “haggle” with them, and they didn’t try to “hold my key hostage” in a ploy to sell me a car right then and there. They went above and beyond on my trade allowance, as I knew I would have some positive equity, but wasn’t sure exactly how much since my car did have some damage on it. The numbers on round one were great. But I explained to Natalia that I would still need to go home and discuss everything with my husband since he was the legal owner of the car we were potentially trading. She wasn’t pushy, she completely understood, and gave me her card. I went home, talked it through with my husband, and on Monday morning, he went back and bought the car I picked out for me, as a surprise. That afternoon, Natalia drove all the way to Elizabethton, which, if you’re not familiar , isn’t super far from JC, but still a decent distance, where one of my offices is, and traded out vehicles. A few days afterward I had a few questions so I text her, and even being out of work sick, she responded. So whoever is over reading reviews, please tell Natalia THANK YOU for making this such a simple process! Now, why did I take a star away? My car came with rails for the roof rack, and when they installed them, I think they accidentally kept the key that is needed to install/remove the rails. I have contacted Natalia, and she is going to check on this on Monday (12/2) for me. Then, I will update my review to 5 stars once this has been taken care of.

I’ve bought many cars over the years, and this was probably the smoothest experience I’ve ever had. Natalia was awesome, we wanted a Tiguan but the JC location didn’t have one in the color we wanted, so she arranged to have one brought down from Bristol and it was there the next morning. The finance department didn’t play a bunch of games with us either. Overall a great experience.