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BBB Accredited Business since
Phone: (847) 839-8101 1000 E Golf Rd, Schaumburg, IL 60173
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A BBB Accredited Business since
BBB has determined that Fox Valley Volkswagen-Schaumburg meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Fox Valley Volkswagen-Schaumburg include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 5 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Business ManagementMr. John Grubbs, Manager
Auto Dealers - New Cars New Car Dealers (NAICS: 441110)
1000 E Golf Rd
Schaumburg, IL 60173 (847) 839-8101 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: I traded in a car with the agreement that I would be keeping the winter tires that were on it. They agreed to let me bring in the summer tires the next day which they would install and I would pick up the winter tires. I was asked about the condition of the tires I was bringing in and was up front and told them there was not much life left which they had no problem with. I brought the summer tires in and after getting the run around for a week and a half, I was told the tires were not good enough. None of the tires are down to the wear bars which are 2/32" which is what Federal and Illinois law say is the minimum tread depth. I got the run around from the sales person over and over and then started calling the used car manager. I spoke to him once and was told he would call me back. I never received a call back. I called and left messages twice and have not received a call back. I would like to get the winter tires back as promised by the dealership.
Desired Settlement: I would like to get the winter tires back as promised by the dealership.
We agree with the statement that we did agree to allow the customer to replace the wheels on the vehicle with a comparable condition wheel that was not a winter tire. We also agree that the customer was to bring them in the next business day. It was 5 or 6 business days later that they brought in 4 tires that were passable on the vehicle for sale but by that time we had already retailed the vehicle. The salesperson tried to get in touch with them but did not hear back. Everyday a vehicle is on the lot there is a carrying cost. It is unusual for a car to sell in just 4 or 5 days but not unheard of. In this case they did not fulfill there end of the deal within the timeline or in respect to the quality of what they brought us. We ultimately had to sell their trade in for less because of the winter tires but had a customer that was willing to go out and buy new tires themselves and keep the winter set for wintertime. We wish that things had turned out the way they were suppose to also.
Problems with Product/Service
Read Complaint Details
Complaint: Lead my step daughter and I to believe we had no other option to finance her even though she qualified as a first time buyer with VW credit. Finance manager steered us into predatory lending options and an over priced car that would have put us upside down when it came time to refinance. Did not offer me my credit report and did not perform corrective measures as a credit data furnisher to correct credit data I provided with the credit bureaus. He wasted 3 hours of our time fitting us into a car we didn't want and finance option that were unfair.
Desired Settlement: Due diligence as a ****** **** ********* when advised the credit data on report is inaccurate per FCRA. Not to engage in discriminatory lending practices such as steering by not providing all available financing options.
Tell us why here... We apologize for the delay in responding to this complaint. We unfortunately have not updated our account information. John Grubbs the listed contact has not been with our organization for 18 months. We will remedy that situation by updating our information on your site and on file with the BBB.
In regards to the complaint at hand, our sole objective is to find competitive financing for all applicants. Based on credit situations we determine which banks are most likely candidates to accomplish that before said objective. This was an oversight on our part. ****** ******** does not typically deal with VW Credit Inc. and therefore was not aware that the applicant might qualify for there first time buyer program. Obviously it would have been to both the customers and our benefit to have figured that out. We would have sold the vehicle as well as had an opportunity to sell aftermarket products which are not available often times through the "predatory lenders". In almost every situation we have less opportunity to make money in the financing of a car deal when we have to use a bank that specializes in credit challenged situations. Please be assured that there was no purposeful injustice meant here, just a simple oversight and lack of information on our part.
Fox Valley Volkswagen Inc.
*** ******** ******
|7/7/2014||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: We signed a contract to purchase a 2002 Mitsubishi Montero from Fox Valley Schaumburg on 7/13/2013. The price was $8500. Part of the sales contract were that they would swap out a defective tire, replace the muffler and there is a 60 day 50/50 power-train warranty meaning the dealer and I will share the cost of the repair at 50% each. The sales person was ***** *********** and the Used car sales manager who participated throughout the entire process was **** ********* We did not pick up the car at the time, because they had to swap the tire and fix the muffler. They delivered the car to us in ******* in the afternoon of 7/23/2013. Right after the delivery, I could hear a loud sharp noise coming from the right rear wheel and smelled of something burnt. The next morning, I brought the car to a ******** **** ******* in *******, they repaired a ceased right rear caliper. The total was $244.90. It is obvious that the caliper had been bad before the delivery of the car to us. On August 15th, 2013. The car would not shift into gear. I had to take a bus to work. At the repair shop, they repaired the shift cable and a leaking O-Ring on Cylinder Head. The total for the repair for parts and labor is $505.17. The shop, ******* **** at **** ***** Rd. in ******* (XXX-XXX-XXXX) also noted that the pinion shaft seal and the cooling system 's clamps and hose parts need replacing. The cost for the repair of these two items is $723.57. The above mentioned parts are all part of the power-train. They total $1228.74. 50% of 1228.74 is 614.37. 614.37 plus the amount for the bad brake caliper 244.90 equals $859.27. The reason I have not gotten the pinion shaft and cooling system clamps and hose parts replaced is because *** ********* the used car sales manager told me that I should get them to approve the repair for warranty purposes unless it is absolutely essential for the car to be "drivable." I contacted ***** and **** right a way in regards to the brake caliper issue and all the other repairs. For the next six months until now, Mr. **** ******** has not paid me the amount as we agreed upon. He never returned my (roughly a dozen) phone calls and e-mails. When I did reach him (4 times I believe), he would tell me to ask repair shops more questions, then promised every time that he will take care of it, pay the amount and resolve the issue in the next few days. But I would then not hear from him at all. I have also attempted to contact their general manager. He never called me back either.
Desired Settlement: Fox Valley Schaumburg should pay the amount they owe me for the 50% of the repairs, which is $859.27, an additional $64.72, which represents the 4 hours I have conservatively estimated that I wasted due to the dealership's refusal to cooperate and stalling. (at the median hourly wage of ********* in 2012: $16.18, available at http://www.bls.gov/oes/current/oes_wi.htm) and an apology in writing from Mr. ******** and the dealership for not holding up their end of the deal and giving me the run around. In Summary, they should pay me a total of $923.99.
Business Response: Initial Business Response /* (1000, 5, 2014/02/13) */ Contact Name and Title: **** ******** Contact Phone: XXX-XXX-XXXX Contact Email: *********@foxvalleyvw.com Vehicle was sold with a 30 day 1000 mile powertrain warranty. Definition of a powertrain warranty is engine and transmission lubricated parts. Not all customer issues are covered under a powertrain warranty. Would be happy to talk to customer about anything that would be contained under warranty. Would also like to resolve this issue.
Read Complaint Details
Complaint: Vehicle purchased on 5/2/XXXX - XXXX ** ***** Paid via Bank Check, Vehicle started acting up after 3 weeks of ownership, numerous attempts via phone and email to contact dealer to ask for initial inspection report with no response/resolve. Vehicle has been sitting in my driveway for fear of further damage for last 4 weeks. per Local VW dealer, vehicle should have never been sold.
Desired Settlement: would like vehicle fixed, Engine is bad and will need major repairs, $3000-$4000 per ***** **** ********** in ********* ***
Business Response: Initial Business Response /* (1000, 5, 2013/09/10) */ Contact Name and Title: **** K************ ****** Contact Phone: XXX-XXX-XXXX Contact Email: *********@foxvalleyvw.com; *******@foxvalleyvw.com Attached is a zip file with a response from our Pre-Owned Manager **** ********* a copy of the Buyer's Order, and a copy of the Buyer's Guide from the vehicle. Please contact either Mr. ******** or our General Manager **** ****** at XXX-XXX-XXXX with any additional questions. You can also email Mr. ******** at *********@foxvalleyvw.com or Mr. ****** at *******@foxvalleyvw.com.