ComplaintsforNorden Autohaus

• Initial Complaint

  19/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  November 1, 2022: entered into a contract with Norden Volkswagen for seasonal tire storage (of summer tires on rims) and paid 79.95+tax for this service December 8, 2022: sold a 2021 Volkswagen Atlas to Norden Volkswagen for $51,500.00 CAD for the vehicle as is (e.g., with the tires and rims that were on the vehicle). April 27, 2023: Called Norden Volkswagen to inquire if summer tires were ready for pickup from seasonal tire storage. Was told they would confirm that they were on site and then would call back to confirm. No one from Norden Volkswagen called back. April 28, 2023: Called Norden Volkswagen to follow up on April 27th call. Was informed by the person who answered the service centre line that a manager would call back. Later that day, ***** ******* ******* ******* from Norden Volkswagen contacted us in response to our request to pick up our summer tires from seasonal storage. ******* informed us that the stored tires were removed from storage when we sold the vehicle to Norden on December 8 2022 as it was assumed by Norden Volkswagen that the sale of the vehicle included two sets of tires and two sets of rims. As per the bill of sale, the vehicle was sold as is and did not include a second set of tires and rims. I requested that the summer tires and rims that were in storage be available for us to pick up and Norden Volkswagen refused. We are seeking the summer tires on rims that were stored at Norden Volkswagen or their replacement value.

• Initial Complaint

  27/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I traded in a vehicle for a 2016 Golf R on March 12, 2023. Upon bringing the vehicle home I noticed I was missing one lug bolt on each rear tire and upon scanning the car with a scan tool I noticed there were 8 stored engine codes that were cleared after the car was at the dealership. I returned to the dealership and the lug bolt issue was rectified and their service advisor assured me that the codes had been cleared and there were no active faults with the car. The car had a rough idle once in the week after purchase but lights appeared on the dash. From March 20, 2023 to April 14, 2024 I was out of town for work so the car had not been driven for almost a month. After returning to the city on April 14, 2023 the car was not running properly again and the check engine light came up on the dash. After scanning with a scan tool 4 of the same codes that were previously stored on the car had returned. I spoke with the sales rep at the dealership on April 14, 2023 and told him what was happening. He asked if I could come back on April 17, 2023 and the service department would look at the car first thing in the morning. The car continued to have a rough idle and the check engine light came back on on April 15, 2023 and was cleared by my own scan tool. I changed the spark plugs on April 16, 2023 and returned to the dealership Monday April 17, 2023. The car was running fine in the morning so I asked if I could return to work and see if the problem replicated itself later in the week. Later that afternoon on April 17, 2023, the check engine light and EPC light came on on the dash board along with 6 engine codes. I returned to the dealership immediately after this happened and asked them to take a look. I received a call from Arsy and he informed me an inspection was done and the tech determined the fault to be with the cam adjuster and it was replaced. He informed me as well the tech had left it overnight and monitored it for a cold start, taken it for a test drive and everything was fine. Upon returning to the dealership on April 19, 2023 I started the car and while I was waiting for the car to warm up, the car started to idle rough again and the check engine light and EPC light returned to the dash. I went back inside the dealer and asked if they could take a look at the car once again because the problem was still not rectified. Following this I was given another loaner car and the service department was to try and repair the problem again. They changed the high pressure fuel pump but again, the issue was not resolved. At this point they recommended that both camshafts, timing chain and tensioner be replaced on the vehicle and I was quoted $5800 in repairs. At this point I was no longer interested in keeping the vehicle or paying for any repairs. I also asked on multiple occasions that they provide previous service records on the vehicle to which they did, but I was not given the opportunity to look over the sheet by myself or keep that information. The sales manager had informed me that they did in fact fix the vehicle when it arrived at the dealership and that it shouldn’t be running the way that it is. At this point I was no longer interested in keeping the vehicle as I could not trust that any repairs had been done or I would be on the hook for a large repair bill. I traded the vehicle back to them and purchased a brand new car instead. On April 27, 2023 the previous owner of the car reached out to me via social media and informed me he had traded the car in in February after Norden VW could not diagnose the issues that he was having. These issues were the same ones that I encountered and Norden Service Department also recommended that he replace major engine components or get a brand new engine. He was offered $17,000 for the car and traded into something else. One month later the car was sold to me for $28,000 (not including extras) with the same issues from the previous owner and all of this was undisclosed to me.

• Initial Complaint

  01/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought a 2018 ********** tiguan from grande prairie ********** back in 2017 we have had nothing but problems with this vehicle. The last few months i have been having 2 codes come up on my vehicle shorty after taking it in and spending 1500 to get it served. I started geting a transmission code and exit in p p Position so i emailed and complained as well as my husband called and complained we set up a time to take it in and they would go over and see what the problem was and if it had anything to do with them working on it 2 month before hand. Turns out apparently its a sensor and its going to cost another 1700 almost 1800. So my husband looked up the part number they gave us on the paperwork and was going to see if he and his buddy would be able to fix it. Then we found out that this problem happens when you drive with your hand on the gear shifter well im sorry noone told us this and apparently its in the owners manual i havent checked into that yet but my vehicle has the shift right to go higher gear in drive and left to slow down so if you want to use that you have to have your hand on the shifter. And years ago we had a problem with the vehicle not having power on take offs and jurking well driving and we fought with ********** over that problem for about 2 almost 3 years. That problem almost caused an accident a few times but because there was never a code they couldn't do anything about it. Then one day apparently there was a recall and that some what fixed the problem but it's back and this happened right after they checked the vehicle and we were driving it home from them checking to see if they caused the codes coming up or not so im not sure if they factory reset the computer or what. But i dont feel safe driving in it anymore

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 08, 2022 I, ******* ******** have dropped off my 2016 VW Golf R for routine maintenance at Norden Volkswagen. Shortly after I picked up the vehicle I noticed a puncture on my leather seat on the driver side. Being a tradesman I was suspicious that there was an accident where one of the technicians carried a screwdriver or a pen in his/her thigh pocket common to mechanics technician attire. I asked the Norden volskvagen service manager if their techs wore cargo style work pants with a pocket on the thigh and the manager responded with a "no". Almost simultaneously to me receiving a negative to my question I noticed a tech in the bay wearing the style of pants in question. The manager was caught in a lie and began to backpedal. Regardless of the situation the manager refused to admit fault and offered to speak to her bosses to be able to find a common ground. After avoiding communication for nearly a month she offered me a $700 repair job to fix the seat. The offer was supposed to be an olive branch to me for it suspended the charge for labour. I refused the "compromise" and called corporate. Corporate in their part offered me $200 to stop complaining and without letting me submit photos of the seat, ruled that the seat was worn out and torn on its own as advised by the service manager of the autohouse to whom they spoke. I simply want my seat repaired at no cost to me.

• Initial Complaint

  29/06/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We went to look at a used ******* ****** and ended up negotiating a price for the vehicle. We were verbally told that they could offer us new tires and let us know within 24 hours what brand it would be and if we decide not to get the car we could refund our down deposit. therefore, we agreed verbally and paid the down deposit. However, we later noticed the car bumper had a huge crack and underneath is a huge hole. Because of this as well as after considering the whole tire issue, we decided we wouldn't proceed with the car. Then, when we went back to the dealer the next day for the deposit, they tell me its non refundable because I signed a bill of sale and refused to give me money back. This was my fault for having a verbal agreement and not bringing a written piece of agreement with me instead. Regardless that is unfair, and on top of that AMVIC states the the advertised price + GST is the LAW. This dealership told me the AMVIC etch of $700 is mandatory and I cannot remove it.

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