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Consumer Complaints

BBB Accredited Business since 02/01/2007

Fox Valley Volkswagen, LLC

Phone: (630) 231-9900Fax: (630) 818-4199

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service2
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by Resolution

Complaint Resolution Log (3)BBB Closure Definitions
03/09/2015Problems with Product / Service | Read Complaint Details
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Complaint
Dear Fox Valley Volkswagen,

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.

Sincerely,

******* ****

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.

09/06/2012Problems with Product / Service
03/12/2013Advertising / Sales Issues

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