Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/09/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my Volkswagen Jetta into the dealership for an unrelated issue and when I picked it up the front end collision was disabled and the warning light was on. When I returned to the dealership they said I had to pay a fee to get it checked when THEY caused the issue. I attempted to resolve the issue by calling the concern line, spoke twice to a consultant named ****** who informed me that is their policy and can reimburse me "at their discretion." I explained to her multiple times that the dealership CAUSED the issue and I shouldn't have to pay them to correct it. She encouraged me to write to the BBB instead of resolving my issue.

  Customer Answer

  Date: 09/04/2024

  Please see attached

  Business Response

  Date: 09/06/2024

  The last repair was Dec 23 2023, we are now 8.5 months later. Please reach out at your convenience so we can discuss the details. ************

  Customer Answer

  Date: 09/10/2024

   I am rejecting this response because:

  They looked at my vehicle but sent a video stating that the damage was "unrelated" to my last when in fact the front end collision warning system was working fine until I brought it to them, but has been disabled ever since.  The complaint wasn't to merely look at the problem to try to charge ME for their mistake, it was to FIX the problem. 

   As I sit here currently, they have my car, I texted them 11:04 and again at 3:16, telling them this and that I get off work at 4:00 but they are not responding to me.  So I am now stuck at work without a ride home or back to the dealership and they aren't responding if they are going to fix it or how I can get my car.  

  
  

  Customer Answer

  Date: 09/20/2024

  The company resolved the complaint.  Thank you!

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: August 6, 2024 Amount Paid: $3000 on previous services Business Commitment: Provide diagnostics and repairs, including ECM replacement and reprogramming.Nature of Dispute: **************** claiming car was "totaled," to avoid ECM replacement. Humiliated publicly.Resolution Efforts: None made by the business. Seeking ECM fix.Advertising Issue: Not applicable.

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint with Ontario Volkswagen started with an issue I was having with my 2014 VW Passat, I took my VW in for heater not working, Ontario Volkswagen fixed the problem and stated on the invoice that heater was not working due to temperature flap motor linkage rubbing against heater core cover, this work was done and covered by VW warranty on 12/10/2019. 5 years later 1/5/2024 I was having the same issue so I tried making an appointment with Ontario VW for same issue, my warranty is still valid till May of 2024. However due time schedule I took my VW to *****************, for repairs there the mechanic told me that the warranty is voided due to heater core being tampered with. I then called Ontario Volkswagen to explain the issue I was having with my heater and that they were the last to work on my VW, and they refused to fix my car because they accused me of taking my VW elsewhere and thats how it got damaged, Theyre customer service was very unprofessional and rude to me and accused me of tampering with the heater core and refuses to fix theyre bad work and now Im force to pay out of pocket for their mistakes. Estimation price is over *****

  Business Response

  Date: 03/01/2024

  Hello, ******* with Ontario VW.
  
   
  
  The vehicle is out of the factory warranty with VW. The repair we did is out of any 12/12 Warranty the customer maybe referring too.
  
  His complaint infers that he has some type of warranty, but we cant see it. If he does have one, its probably an extended warranty that he may have purchased at some point.
  
  ****** line is, he will be treated like any other customer and must sign for a diagnosis fee of $212.00 for us to determine what the failure in his car is. At that point, if its a covered component then he may be ok, if its not a covered component then he would have to pay for the diagnosis fee or the repair.
  
  As the repair we performed was 50 months ago, Ontario VW will be unable to perform the repair for free as many things could have happen in that 4ish years.
  
  
  Please let me know if I can help with anything else.
  
   
  
  ***************************

  Customer Answer

  Date: 03/04/2024

  Attached is the extended warranty. for 2014 VW passat.

  Business Response

  Date: 03/04/2024

  It seems the customer has a warranty extension that is valid until May 2024 or 120k miles. ******* dealer inspected the car and concluded it is not a covered component due to being damaged. The complainant is suggesting that Ontario VW damaged the car 4.5 years ago and we should now pay for the repair. Ontario VW will not be paying for this repair as the vehicle has been working for the last 4.5 years. Anything could have happened in that time frame that is out of our control. Ontario VW is willing to assist the customer with a discount to help with the repair. Ontario VW is also willing to perform a NO Charge inspection to verify what the other dealer noted. The Discount and/or the Free initial inspection are a Goodwill Gesture for your customer. 

• Initial Complaint

  Date:07/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are trying to buy out leased car, and VolksVagen of Ontarior is charging $999 for a gps tracking system STARGARD, which has not been installed in my car and we do not want it to be installed. This dealership says the fee is mandatory regardless we want it to be installed or not, because the company has no other way to make money from buy-out car and this is the only way to do it.

  Business Response

  Date: 07/10/2023

  I investigated this
  matter and found the customer came in for a lease buy-out and an offer was
  proposed that included a GPS system that we offer. The customer was yelling and
  cursing in the sales showroom and would not listen to our sales team.
  Eventually they were asked to leave. I did receive the 1st notice on 7/5/2023
  and I have left 3 messages for ******* on the supplied phone number ************ from the BBB complaint #********. I left a voice message on
  7/5/2023 at 12:36pm, 7/6/2023 at 3:49pm and Saturday 7/8/2023 at 12:33pm, that
  I would like to help them and to please call me back at my direct number
  909-********. We will be happy to process their lease buy-out with or without
  any additional services. I would like to speak to ******* ****** so I can help
  resolve the complaint. I will be attaching this response to an email for
  ******* ******. 

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/23/2022 I paid Ontario Volkswagon $1,237.04 to diagnose an electrical problem affecting the locking mechanism of both the driver and front passenger doors and to perform a dealer recommended transmission service on my car. Per the service technician and advisors recommendations I signed off on the recommended fix and entrusted my car to the dealers service staff.
  
  On 1/8/2023 I scheduled and received confirmation for a follow up appointment with Ontario Volkswagon after the issue with the front driver and passenger door occurred again. When I arrived at the dealer the morning of 1/9/2023 for my scheduled appointment I was sent away by a service adviser who allegedly could not find my appointment in his system and was issued another appointment for 1/10/2023.
  
  On 1/10/2023 I once again brought my car to the dealer and talked to both a service adviser and the service department manager, both of whom tried to charge me for another diagnosis, refused to honor the fact I had already paid for an initial diagnosis and that the dealers recommended repair did not correct the electrical issue I brought the car in for in the first place. Both the service adviser and manager stated that though temporarily they had fix the issue and that the now needed repair would be my responsibility. I explained to them that they failed to correctly diagnose the car, and I signed off on their recommended repair because they assured me it would correct the problem. I asked them to honor the initial service agreement and or issue me a refund. Per the service manager, the best the dealer could do for me was re-diagnose the dealer and leave it up to me if I wanted to proceed with paying for the secondary repair attempt.
  
  Ontario Volkswagon showed little appreciation for me as a customer, and did not take into account that I have purchased a car from them before or that I have been getting my two Volkswagon cars serviced at that location for years.

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please read the following attachment emailed to Ontario Volkswagen. They have failed to respond or fix the car. The car is blowing out hot air once again one side which they have claimed to have fixed multiple times. We have a warranty that allows us to have a rental car. They refused us access to a rental two times before I requested a copy of the warranty. They realized they made a mistake for not allowing us access to a rental car which led to my husband experiencing loss wages and multiple times due to the car having check engine, electrical issues, and ac problems in the first 5 months we had the car. The ac again is blowing hot air on the driver side that they claimed to have fixed. They have told me multiple times they would get back to me and nothing. We would like the repairs to finally be fixed correctly or a replacement car

  Business Response

  Date: 11/09/2022

  ****** *********
  Hello ******, I am responding to a customer complaint ID#********. I did reach out to ******* ***** and have set an appointment for this Friday 11/11/2022 at 9:30am to look at her concern for the AC not blowing cold from the driver’s side vent. We also agreed to provide a loaner vehicle. 
  I have 2 repair orders for this vehicle. The first one was RO#****** at 36,489 miles on May 14-May 17,2022. We did provide a loaner for 3 days.
   Concern 1 A CUSTOMER STATES: CUSTOMER STATES VEHICLE WILL JERK WHILE DRIVING.
  PLEASE CHECK AND ADVISE.
  CAUSE: DIAG
  A00 REFER TO STORY LINE B
  B CUSTOMER STATES: CUSTOMER STATES CHECK ENGINE LIGHT COMING ON
  INTERMITTENTLY. PLEASE CHECK AND ADVISE.
  CONFIRMED CUSTOMER CONCERN, MIL LIGHT ON. SCANNED 
  VEHICLE AND FOUND CODE ***** CYLINDER 3 INJECTOR CIRCUIT. PERFORMED
  VISUAL INSPECTION OF FUEL INJECTION SYSTEM, NO DAMAGE FOUND. REMOVED
  INTAKE MANIFOLD AND CHECKED INJECTORS AND HARNESS, NO DAMAGE FOUND.
  CHECKED FUSES, FUSES OK AT THIS TIME. CHECKED TSB'S AND TT'S AND FOUND
  TSB THAT STATES IF THIS CODE OR A NUMBER OF OTHER CODES FOUND THEN
  REPLACE INJECTOR HARNESS. REPLACED INJECTOR HARNESS AS PER ELSA PRO AND
  CLEARED FAULT. ROAD TESTED VEHICLE AND RECHECKED FOR FAULTS, NO FAULTS
  PRESENT. NO FURTHER WORK REQUIRED  
  Concern 2 C CUSTOMER STATES: CUSTOMER STATES DRIVERSIDE IS BLOWING HOT AIR PLEASE
  CHECK AND ADVISE. 
  CONFIRMED CUSTOMER CONCERN, DRIVER SIDE VENTS
  BLOWING WARM AIR AND DRIVER SIDE BLOWING COLD AIR. CENTRAL AIR VENT
  TEMP ON DRIVER SIDE IS 82 DEGREES F AND PASSENGER SIDE CENTRAL AIR VENT
  TEMP IS 48 DEGREES F. CHECKED TEMP CONTROL MOTOR ON AIR BOX ON DRIVER
  SIDE, NO DAMAGE FOUND. REMOVED TEMP MOTOR FROM AIR BOX AND CHECKED FOR
  PHYSICAL DAMAGE, NO DAMAGE OR SEPERATING FOUND. REINSTALLED TEMP MOTOR.
  SCANNED VEHICLE AND CHECKED FOR FAULTS FOR TEMP MOTOR OR ANY OTHER
  CODES RELATED TO CLIMATE CONTROL, NO CODES PRESENT. PERFORMED BASIC
  SETTINGS OF FLAP MOTORS ON AIR BOX AND NOW TEMP ON DRIVER SIDE IS COLD
  AND MATCHES OTHER VENTS IN CAR, TEMP IS 48 DEGREES F. NO FURTHER WORK
  REQUIRED  
  The second repair order RO#****** at 42,538 miles opened 8/22-8/23/2022. No loaner provided
  Concern 1 A CUSTOMER STATES CHECK ENGINE LIGHT IS ON AND AC IS BLOWING HOT AIR
  OUT OF THE DRIVERS AIR VENT NOT BLOWING COLD AIR PLEASE INSPECT
  AND ADVISE
  CAUSE: DICE: A/C SYSTEM IS OPERATING OK AT THIS TIME.
  01500000 GFF/GUIDED FUNCTIONS DICE: A/C SYSTEM IS OPERATING OK AT THIS TIME. ***********
  0.50 CHECKED OPERATION OF THE A/C SYSTEM THRU GUIDED FAULT FINDINGS,
  PERFORMED THE A/C OUTPUT TEST AND THE SYSTEM PASSED AT THIS TIME.
  CHECKED THE TEMPERATURE COMING OUT THE CENTER VENTS WHEN THE A/C IS ON
  AND THE READING IS 40 DEGREES FAHRENHEIT. THE SYSTEM IS FOUND TO BE
  OPERATING NORMAL WHEN COMPARED TO ANOTHER SAME MODEL VEHICLE.  
  Concern 2 B (A)CUSTOMER STATES THE CHECK ENGINE WARNING LIGHT IS ON. DIAGNOSE AND
  ADVISE
  CAUSE: LOW VOLTAGE SUPLY TO THE VEHICLE'S ELECTRICAL SYSTEMS. ALSO, POOR
  FUEL QUALITY DTC STORED IN THE ECM
  BATTERY (C)CLIENT REQUEST TO HAVE VEHICLE BATTERY
  REPLACED    
  LOW VOLTAGE SUPLY TO THE VEHICLE'S ELECTRICAL SYSTEMS. ALSO
  POOR FUEL QUALITY DTC STORED IN THE ECM 2.00 THE CHECK ENGINE LIGHT IS ON, SCANNED THE VEHICLE AND FOUND DTC P30C000: Fuel quality poor AND
  FAULTS FOR LOW BATTERY VOLTAGE. PERFORMED BATTERY TEST AND TH BATTERY
  FAILED. REPLACED THE BATTERY, PERFORMED BATTERY ADAPTATION, PERFORMED
  CHARGING SYSTEM TEST THRU GFF AND THE CHARGING SYSTEM PASSED, CLEARED
  DTC, PERFORMED READINESS, TEST DROVE VEHICLE, SCANNED THE VEHICLE AFTER
  TEST DRIVE, NO FAULTS PRESENT.
  Concern 3 VOLKSWAGEN SYNTHETIC OIL CHANGE SPECIAL. INCLUDES GENUINE
  VOLKSWAGEN OIL FILTER, DRAIN PLUG/SCREW, MULTI-POINT INSPECTION
  AND UP TO 7.1 QUARTS OF VW SYNTHETIC OIL. THIS IS AN EXPRESS
  SERVICE AND DOES NOT INCLUDE A ROAD TEST  
  Concern 4 CUSTOMER REPORTS THE RIGHT REAR PASSNGER SEAT BELT IS STUCK PLEASE
  INSPECT AND ADVISE
  CAUSE: SEAT BELT TWISTED
  SEAT BELT TWISTED 0.00 REMOVED THE C-PILLAR TRIM AND
  UNTWISTED THE SEAT BELT. CHECKED SEAT BELT OPERATION AND IT IS
  OPERATING AS DESIGNED.