I recently brought my 2007 Volkswagen Rabbit into your West Chicago, IL location. I brought it in to have a front fender looked at for Corrosion/Rust. Your service department looked at it and let me know the appropriate steps I needed to take. On December 17th, 2014 your service manager notified me that my car was approved and that I needed to schedule an appointment to have my vehicle repaired. I was told my vehicle would be in the shop for 2-3 days. With the holidays the following two weeks, I felt it was most convenient for me to have the repairs done in the New Year. On December 30th, 2014 I received a voicemail from ****** one of your service representatives. Here is the voicemail I received: "Hi, this is ***** from Fox Valley Volkswagen. It is Tuesday the 30th at 3:58. The call is in regards to your vehicle. We got the approval for your fender to be replaced. We left you a message back on the 17th and never heard back. You need to let us know what your intentions are because we only have another week to get your car going to get it in. Unless we are going to have to start the process over again and this time it may not be in your favor. We are trying to help you. Call us back and let us know what direction you are going to go in." The part that bothers me the most is what I hope jumps off the page at you. Your company claims that customer service is a huge priority of yours. I felt like I was being threatened by Glenn. To feel comfortable enough to tell me that if this process starts again it may not be in my favor, is like saying you have to do this now or forget about it being repaired. I think anyone would tell you that receiving a voicemail like that is frustrating and does not feel like exceptional customer service. I set up the time to get my vehicle repaired and I was told that it would be 2-3 days. I didn't receive the car until day 4. One of my biggest concerns was being without a vehicle for a length of time and having to spend a lot of money on a rental. I was hoping that Fox Valley would accommodate me with a loaner. I was told Corporate doesn't allow your dealership to give loaners for repairs like this. I decided to contact Volkswagen Corporate and they notified me that they do not have loaners for warranty repairs but if the dealership has loaners, they are more than welcome to give you one. So your dealership feels that I am not a customer who qualifies for a loaner. Why is that? Also, why didn't your staff discuss with me that I couldn't wash my vehicle for 3 days or wax for a month? I found that out from the body shop. I couldn't be more disappointed in the way your dealership handled this situation and I am reluctant to bring my vehicle or suggest your dealership to anyone for any type of service. Mr. *******, I hope you take this matter very serious and make sure your staff is prepared to follow through with what you preach.
Desired Settlement Not applicable
Business Response Contact Name and Title: *** **** Servcie Manager Contact Phone: XXX-XXX-XXXX I do apologize for the way the Advisor relayed the information to you about your Vehicle with the warranty rust repair. Unfortunately mandated from the manufacture we are only allotted a time frame of sixty days from the start of the process to the end and what the advisor meant was that if we needed to start the process over, since the estimates would have to be updated with current parts and labor pricing, this would cause the processing to start over, meaning new pictures and estimate from the body shop and resubmission to manufacture. As for the loaner car, Fox valley Volkswagens loaner policy is we do not give out loaner cars for rust repair since the repair is not done "In House". Again I want to apologize for the way our Advisor relayed the information.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Chicago and Northern Illinois. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.