Arbour Volkwagen prides itself on its number one value: customer service. We chatted with Stéphanie Arbour, General Manager and grand daughter of the original founder, in order to learn more about the dealership’s exceptional vehicles.

A Family Affair
It all started in 1952 when Ovila Arbour founded Arbour Automobile. At the time, the dealership was under the American Motors banner. In 1971, he acquired the Volkswagen franchise and moved to Laval. The business has remained in the family all this time, and is currently being run by his grandchildren, Stéphanie and Sébastien. Both dealership locations are in Laval; one on boulevard Chomedey and the other on the 440.

When asked about the company’s fundamental values, Arbour mentions the importance of quality customer service and honesty. “Arbour Volkswagen aims to offer a turnkey kind of customer service, without hidden vices. We want to be as transparent as possible when it comes to the sale of our vehicles in order to ensure customer satisfaction,” says Arbour. “That’s what we’ve been doing for 50 years, maintaining a large and loyal customer base. We haven’t lost the spirit and values of a family-run business.”

Arbour mentions that the company hasn’t had a large employee turnover, either. “Seventy-five percent of our employees across the two dealerships all have anywhere between five and 30 years of seniority. We’re like a big family, ready to respond to the needs of our customers,” she says. Arbour notes that the business places a lot of emphasis on training. For example, in the current pandemic situation, every employee has received training on the required sanitary measures in place when meeting with customers. “This is reassures our employees as much as it does our clients, which is something very important to us,” she says.

Due to the pandemic, the dealership has had to adapt quickly, like many businesses. “We now have a program that allows us to facilitate transactions without contact. Even if people can’t touch the cars, we are always here, ready to answer any question at all. We support the client step by step throughout the process of their purchase,” says Arbour. Instead of offering their usual shuttle service to bring a client back their home while their vehicle is being serviced, Arbour Volkswagen offers an Uber ride. This way, the client can wait in the comfort of their own home until their vehicle is ready for pick up.

In order to continually improve their customer service, Arbour Volkswagen has undertaken the expansion of three specific departments which were completed in December 2019. “We started with making our service and detailing departments larger. Everything is new and of the latest technology. We are now better able to respond to our clients’ needs,” says Arbour. “For example, we are now able to wash all our clients’ vehicles free of charge at our service department. We’ve also expanded our showroom of used certified Volkswagen vehicles. Customers have access to 35-40 demonstrator models. Clients can also take advantage of our service department from inside the dealership while respecting sanitary procedures.”

New Models for 2021
Arbour Volkwagen is showcasing two new models for 2021. The ID.4 is the first Volkswagen sports utility vehicle (SUV) that’s 100 per cent electric. The all-wheel-drive gives the driver more traction and a second electric motor installed at the front wheels provides quicker acceleration, distributing power where it’s needed most. It’s equipped with advanced security and assistance technology, including IQ.DRIVE, which features a front collision alert with an emergency automatic break system, a blind spot monitor, lane assist and adaptive cruise control. Then there’s the Taos, a utility vehicle that’s slightly smaller than the Tiguan. Its variable-vane turbocharger technology and cooling system will allow the motor to be warmed up more quickly. A safe and enjoyable drive is guaranteed. Both vehicles will be available in June 2021, but you can reserve yours online now. If you’re looking for a family-friendly model, Arbour recommends the Atlas 2020, a practical and safe vehicle that can fit the whole family with three rows of seats.

Arbour and her team are ready to welcome you and answer your questions about your future vehicle. Whether you’re a loyal Volkswagen fan or just discovering what they have to offer, the staff are qualified to walk you through your next purchase, thanks to their experience and reputation of excellent customer service.

To find out more, visit the website at arbourvw.com.