BBB Business Review

What is a BBB Business Review?

Consumer Complaints

BBB Accredited Business since 01/07/1989

Capilano Volkswagen Inc

Phone: (604) 985-0694Fax: (604) 985-0520

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Customer Complaints Summary

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

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)BBB Closure Definitions
10/08/2014Problems with Product / Service | Read Complaint Details
X

Complaint
I drive an ************. I experienced steering vibrations at low speeds last year. I went to the **** service department on 2 separate occasions with my concerns. I specifically mentioned to them to check the steering rack and they told me that the problem was the hubcentric rings, which were replaced, but the problem continued. I went back a second time, and this time I was told that it was my tires causing the vibration. Now my car is out of warranty and a third party mechanic told me that it WAS the steering rack causing the problems with shuddering and vibration. Now the problem is so bad that I feel the vibrations and shuddering at all speeds.

Desired Settlement
Because they misdiagnosed the problem twice, I feel the dealership should fix this problem as a warranty case with no cost to me.

Business Response
The last time this Vehicle was in for a steering complaint the complete steering sytem was checked over at that time we noticed that the vehicle had aftermarket wheels that were missing the hubcentric rings which would cause a vibration. These we installed and the vehicle was test driven and the vibration went away. there were no faults stored in the system and it was would to be operating to **** Design. The customer is more than welcome to bring teh car in for us to inspect it. The customer services at another shop and we dont see this car for any other service work.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
NO I I told the **** service department to check the steering rack on 2 separate occasions and they told me it was the new tires or rims are the problems but all along it was the steering rack. The vibration did not go away at all.****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

Final Business Response
As mentioned before we will be happy to look at the car. The customer is more than welcome to bring the car down. **** ****** is involved and customer is dealing with them as well.

Final Consumer Response
Good day *****

The issue was resolved By **** and they covered the costs for my steering and vibration problem.In particular ***** from service was very very helpful

I am happy with **** and the manner they solved my dispute

any question email or call me XXX-XXX-XXXX

10/24/2013Problems with Product / Service
05/22/2013Guarantee / Warranty Issues

Industry Comparison| Chart

Automobile Dealers-New Cars, Automobile Repairing & Service, Automobile Renting, Automobile Parts & Supplies-Retail, Automobile Dealers-Used Cars

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

What is a BBB Business Review?

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.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.