Google Reviews
Tara Wall
★
☆☆☆☆
3 weeks ago
When I purchased my car from this dealership, my experience was very pleasant. Earl and Jim were both great to work with, and I left feeling confident about my decision. Unfortunately, my experience with the service department has been completely different. At my first service appointment after purchase, I was told I needed new tires. This was extremely frustrating because I specifically asked about the condition of the tires at the time of purchase. I was assured that all vehicles go through a thorough inspection before being sold or traded in. Given that I had owned the car for less than three months, it was hard to believe the tires had deteriorated that significantly in such a short period of time. To his credit, Jim was able to work out a deal with us that we felt was fair regarding the tires. However, everything that followed has been disappointing. Two weeks ago, my husband called to order the full set of tires. We wanted to confirm that the credit we were promised was reflected on our account and get the total price for the set. He never received a callback with that information. I then called the service department myself and spoke with someone who frankly should not be answering phones. He lacked basic phone etiquette and clearly had little to no training. He was unable to answer simple questions and told me to call back the next day. My husband called again the following day and spoke with James (I believe). Although we were told he had been there longer, he was less than pleasant. In fact, the few times I personally spoke with him, he came across as irritated and unprofessional. It made us feel like our business was an inconvenience. To top it off, I was informed that the staff we originally worked with during our purchase are no longer there. That explains a lot. It’s disappointing because our initial purchase experience and first service visit were positive. Unfortunately, the ongoing issues with the service department — poor communication, lack of follow-through, and unprofessional interactions — have ensured that we will not be returning. I hate to say that, but customer service matters — especially after the sale.
Lamarcus Hopson
★★★★★
3 weeks ago
I was well taken care of by the team in its entirety. Took my car in to be serviced and while I waited they took the time to make sure I was comfortable. I was even given the opportunity to be a part of their training while the floor team was practicing on a Mazda3. A very pleasant experience again from them. Can say so much more but will keep it short for now. Will continue to put my trust in the team at Gorman McCraken, they havent led me astray!
Stephanie Fussell
★★★★★
a month ago
I had to use your service department. They were top notch. My car was a little bit of a challenge trying to figure out what was wrong, but they did not stop until they figured it out. They were very good about contacting us and updating us on the status and they were really good about getting it in and out. Your service department rocks when I get ready to trade my car in, I will definitely be coming there to buy my car.
Shelly Wells
★
☆☆☆☆
2 months ago
Not a great experience attempting to purchase a vehicle. I do not live in Longview and drove 2 hours to check out a vehicle I found online. I had talked with Abby for a few days previously and she was wonderful to work with. However, the finance manager was not. Roger called me to get my information and went over a few warranty options I could add on. I declined all 3 that he offered. He sent the buyers orders to my credit union with 2 of the warranties included. When I asked that they be removed he say they were included in all used car purchases from that dealership. Both are dealership warranties that I would have to travel to use. I only asked that these warranties be removed from the buyers orders. I didn’t ask for the price of the vehicle to be reduced. I was told no by the finance manager and the general manager. Be aware of $$$$ of extra fees that will be added to the purchase of a vehicle here! The advertised price is NOT what you will be paying!
Tamekia Day
★★
☆☆☆
2 weeks ago
I do not believe a diagnostic was done on my car . I’ve taken to 2 different volkwagen dealerships within the same month diagnosis different . So someone is lying or neither dealership knows what they are doing. Seems like both are trying to run a bill up either way I will never buy another Volkswagen it is the worse car I’ve ever purchased. I don’t trust dishonest dealerships .
Terri Jones
★★★★★
3 months ago
Gorman McCracken Volkswagen in Longview has been absolutely amazing. My daughter’s car had a transmission warning light come on, so I brought it in to have it checked. It turned out the issue required a very rare part, only three available in the world! Because of that, I had to leave the car there longer than expected, and even though my warranty didn’t cover a loaner, they were generous enough to provide one anyway. That level of customer service truly meant a lot to us. The entire team was professional, kind, and helpful every step of the way. They kept me informed and made what could have been a very stressful situation smooth and easy. I’m incredibly grateful for the care and service we received and highly recommend Gorman McCracken Volkswagen to anyone in need of honest, top-notch service.
S D
★★★★★
a month ago
A very family friendly atmosphere. I purchased the Volkswagen Atlas. There was no pressure and my sales representative Marcus was very attentive to my wants. I would definitely recommend this dealership to my family and friends. Also, the service center staff may have 5 customers but you never feel like you're not important too.
Mr. Singlendon
★★
☆☆☆
2 months ago
I have never owned or even drove a VW before, so I dropped in and asked to test a Jetta.....the ac didn't work (this was a "new" car) and the thing was otherwise very unimpressive. I asked about a Passat and the says that they don't even handle them because people don't like them! Since we are replacing our sedan AND our SUV, I moved up to a Tiguan. It was slightly better; at least the AC worked. I asked for numbers on a 36 month lease with a 4K down payment.......they came back with anywhere from $720 to nearly $1000. I can lease a Lexus ES--one of the most reliable cars you can get--for about $700 or a Buick Envision for $655-- both outstanding cars that beat the stuffings out of any Volkswagen. The guy kept bragging that no down payment was required; I can't imagine what the payments would be in that scenario! Two thoughts: 1. German cars... kind of what I've always thought, and 2. Odd dealership. GM--you could respond instead of taking my review down again....
Charlie Stephens
★
☆☆☆☆
a month ago
I was approved for a auto loan on a used Volkswagen through Gorman McCracken's website, then called the dealership to confirm that everything was in fact approved. The person who answered said that everything cleared and my vehicle was ready for pick up. I drove two hours to pick up the vehicle, with documentation in hand. The dealership's finance manager said that he had no idea what I was talking about, with documented proof in front of him on his desk (which I provided). Don't use this dealership they are a joke!!!
Kate Mangus Mole
★★★★★
a month ago
I had an oil change and tire rotation on my 2025 CX-50. The team was super fast and finished in less than an hour. They even vacuumed out my car which was an unexpected touch. I will definitely return.
Mary
★★
☆☆☆
3 weeks ago
I took the car in for an oil change and specifically to check the tire pressure because I knew it was a little high. When they wanted to replace the engine and cabin filters, which I expected, but also wanted to do an alignment, I declined. The frustration is that I had to tell them literally 3 times that I did not want the service because every time he would say “Ok I will get them started on that”. I felt that if I had not been listening very closely they would have done service I did not want, and had repeatedly declined. Also, the tire pressure was not checked as it was still over 39 in 3 tires and 41 in one tire when I left the dealership.
Carl Brandon Morris (Brandon)
★★★★★
5 months ago
My salesman, Earl was helpful by showing me several different vehicles, he was also patient throughout the process by showing me the various features of the cars we looked at. The general manager, DyShan was pleasant to work with and accommodated my request for an acception to my request for a small discount. The finance manager, Tony was efficient at going over the contract and not at all pushy with the up selling of additional warranties and services. Overall, my wife and I had great car buying experience. If you are in the market for a new VW or Mazda in East Texas this is the place to take your business!
Patrick Winters
★
☆☆☆☆
2 months ago
Took my daughter’s beetle in to have recall work completed. Upon driving her vehicle again she realized her cruise control wasn’t working. Service department said they were 99% sure it wasn’t due to the recall repair. When I found that her horn and buttons on her steering wheel were also not working I could never get them to answer the phone again. Had her drive 80 miles to Orr VW in Texarkana and on a Saturday and they diagnosed the issue as failure to repair the recall correctly, they fixed the issue, and now everything works. Service departments will make or break the sales department. You’ve got to do better.
Brenda Irvin
★★★★★
a month ago
Gorman made buying my car a very easy experience and they worked with me to make sure things came our just right for my budget. And I really like my car. It couldn't be better.
Henry Wilburn
★★★★★
a month ago
Our salesman Marcus did a good job communicating throughout the process. The dealership was very professional and everyone was very nice. We really like car.
Cameron Johns
★
☆☆☆☆
2 months ago
Don't come here, seriously. They will blatantly lie and bill you for work they never did. Customer service has went down the drain within the past year as well. James Hooks, the service advisor I had the displeasure of dealing with the last two times needs to be fired or moved to a different area where he's not directly dealing with customers. Paying customers should not be spoken to as if they're a nuisance. Probably won't be back 👎
Juan P. Solis
★
☆☆☆☆
a month ago
Poor service!! I took my car VW Passat to service department, on 12/30/25 after replaced the battery and the car presented an electric issue. I called every week to know about the status and ask if they found the fail code or if they were waiting for any parts. The 4 weeks they kept the car at the dealer Their excuses were about they don’t have the technician , holidays and weather (2 days w/snow). And finally on 01/31/26 , I just received a text the said that I need pickup my car. “THEY DIDN’T DO ANYTHING” Thanks Jim Hooks and manager for nothing!!
Charles Lyndon Cotton
★
☆☆☆☆
11 months ago
Everyone was nice and helpful. I had my 10,000 oil change and did a tire rotate when I left I didn’t check my wheels ( which I should have ) I noticed my car shaking a bit while driving but thought that maybe it was because of the tires bit different on the front. So I get out and check the next day and find that I’m missing a lug nut so I take it back to get a new one put on and the service lady says “ my techs don’t just forget to put stuff back together “ ?? Clearly they do or they don’t know how to tighten things back up. They replaced the lug nut and it drives good now. But probably won’t bring my car back here to risky
Kristina Manning
★★★★★
7 months ago
I had an 8 AM Saturday appointment for an oil change and was greeted bright and early by Lisa, the service advisor. From the moment I walked in, the whole team was welcoming and kind — checking in regularly to make sure everything was on track and everyone had what they needed. One of the highlights of my visit was witnessing a customer celebration after purchasing a vehicle — and let me just say, it was iconic. As someone who comes from the dealership world, it had me smiling and honestly made me want to go buy a car just to be part of the joy! The service department was fantastic. Based on my mileage, I knew I needed a few additional system maintenance service’s that weren’t originally scheduled — and they went above and beyond to get everything done same day, even on a Saturday! And the cherry on top? They detailed my car — and y’all, as a girl with a vehicle that had seen better days, they worked some serious magic. They even got out some tough spots I didn’t think would come clean! This was hands down the best experience I’ve ever had servicing my vehicle. Huge thanks to the whole team for making it such a smooth and memorable day. You just earned a loyal customer in me!
Titus
★
☆☆☆☆
2 months ago
I was in the market for my daughters first car a year ago. After deciding on a Jetta, we shopped this dealership first, since it was the closest. We couldn’t come to an agreement on price due to “lifetime key fob battery replacement “ charge of $700. Three days later, I drive to VW of Waco and purchased my daughter’s first car. Currently we are due for servicing, but after reading the shops reviews, I believe we will pass. Thanks for the reviews.
