BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that O'Steen Volkswagen 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 16 factors. Get the details about the factors considered.
Factors that raised the rating for O'Steen Volkswagen include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 7 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||7|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Mark O'Steen, Vice President Mr. Tom O'Steen, Vice President
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Parts & Supplies - New Auto Repairing - Foreign Brake Service Tire Dealers Tire Retread & Repair Auto Air Conditioning
Alternate Business NamesO'Steen Automotive Group, Inc.
Industry TipsUSED CAR SALES
11401 Phillips Hwy.
Jacksonville, FL 32256 Directions
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Additional Phone Numbers
- (866) 578-4117(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
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||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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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.
|3/3/2014||Advertising/Sales Issues | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: I bought my 2011 Jetta in November 2012. During the test drive, the low tire pressure light came on and after the purchase I was continuously refilling the air pressure in one tire weekly. I brought my car in to O'Steen VW and was assured theyd take care of everything, including the 20K mile inspection I was due for. When I got my car back, I was told there were no issues found aside from the tire pressure which refilled. Thats it!A couple weeks later, the tire pressure light came on again. So again, I refilled the air pressure weekly for about 2-3 weeks until one morning the engine light came on. Frustrated, I made another appointment at OSteen for the tires and engine light. Again, they reassured me theyd take care of everything but 5 days later I got my car back and guess what? No tire issues were found aside from loss of pressure which was of course, refilled, again. The next day I took my car to ******** ***** where they found a nail in one tire before they even took my keys. Im SURE it was just an oversight...twice!Two weeks ago or so, in need of an oil change I took my car to VW of Orange Park. There, they changed my oil and checked my all my tires. In assessing my car the tech asked me if Id hit anything because of the severity of the issue. I hadnt so, he asked me to come take a look. Both front tires were stripped and the wire was coming out requiring replacement and a seriously recommended alignment. This should have been obvious to O'Steen. Instead it cost me over $500 worth of damage that could've been prevented not to mention safety! I've emailed them and have yet to receive a response of any kind.
Desired Settlement: I would appreciate full reimbursement of all work performed by ********** ** ****** **** and if they ever want me to consider doing business with them they'll need to offer some generous discounts for future services. The trust has been broken.
We received your correspondence regarding ******* ******. We received this complaint on
###-###-####, ext. ****
|8/28/2012||Problems with Product/Service|
|6/22/2012||Problems with Product/Service|
|5/7/2012||Problems with Product/Service|
|3/30/2012||Problems with Product/Service|