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:09/28/2024

  Type:Customer Service 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.

  Official complaint expressing how distressed I am regarding my 2024 ID.4 purchased from Riverside **************** aka Riverside ********** as I believe it was done under false pretenses. I am extremely dissatisfied with the purchase that I made in particular because of misleading information I was provided with throughout the process of purchasing the vehicle. Of the upmost concern is the fact that I was told specifically that the range of the vehicle was better than it actually is. I did not learn until after I purchased the vehicle that that one should never charge the vehicle to 100% After the fact I learned that the vehicle is never supposed to be charged more than 80%. This fact significantly decreases the overall range. I received a smoke and mirrors approach to car sales. I was not only misled regarding the performance but also the charging networks infrastructure. My salesman told me there are 1 million places to charge which is far from the truth. As a direct result of these multiple lies and manipulations my experience with the salesman who convinced me that my purchase would work for my needs now ranks as the poorest experience that I have ever had! I feel like I worked with the typical used car salesman who misled me into purchasing a vehicle and I find it disheartening that, instead of being upfront and honest/setting the right expectations, I was led to believe that this car would perform in a better fashion, and that the ** charging experience would not be problematic, which has been absolutely false!Ultimately, I spoke to the ** and to VW customer care. The ** initially spoke to me; however, cut off all contact and has refused to respond to emails and voicemails. No contact!!!!! Overall complaint concerns:1) misleading information about the cars performance2) misleading information about the ** network infrastructure3) the cars actual performance being extremely subpar necessitating an unreasonable amount of charging experience and frequency

• Initial Complaint

  Date:07/28/2024

  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.

  Brought 2022 Atlas into VW 3 times for the same issue (start/stop error & check engine light). My car was shutting off while in motion at times so it was also a big safety issue & scary. 6/28 1st time, they said it was n80 evap. purge valve so they replaced it (under warranty), then said 2 year old battery needs replaced bc it could be contributing issue (paid $500). 7/17 2nd time, same issues/codes on; told it was a software update and then it would be fixed. 7/26 3rd time back at dealer for same issues. Dealer said same codes are present again (P0496; evap. purge valve stuck open). stated they would replace the part for a 2nd time. Got my car back, drove home immediately noticed my stop/start feature had been PERMANETLY disabled without my permission. My car did not idle down one time 16 miles too/from dealer & still hasnt. Went back and I asked to speak to service manager ***********************, we both went outside so he could observe what I was telling him. He agreed my car was not idling, then lied and told me they cannot disable that feature. I know by experience you can, and I was later informed by his upper manager *******************, that you can disable that feature at customers request. I asked him to turn the start feature back on and restore my car to factory settings & the reoccurring issue fixed! Oscars reply to that was, but its running fine now, right?. I asked to speak to his manager, ***, about this issue not getting resolved. ***** did not get his manager and said, "she wont know what youre talking about bc *** worked here longer than her!". I had to go inside myself to get the secretary to call *** who was more than helpful and upset about Oscars handling of the situation. I also noticed (wasn't told) on my paperwork, they wrote "signs of rodent activity on top of engine, but no rodent damage." I park outside next to a palm tree & those are palm tree seeds. I felt they were illegally trying to VOID my warranty! Felt taken advantage of. Problem persists.

• Initial Complaint

  Date:07/17/2024

  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.

  I purchased a used 2021 Volkswagon Atlas in January 7th 2024. I have taken this car back to the dealer because of the grinding and squeaky breaks 2 or 3 times. I spoke to the sales manager, and the breaks were supposed to been changed, and cleaned. I was still feeling the grinding, and hearing the squeaky brakes. I then went to an outside company, and paid to get the breaks replaced to see if this would work. Nothing is working the grinding, and the squeaky breaks are daily, loud, and scary. I commute to work, and to hear this daily is making me really nervous.

• Initial Complaint

  Date:08/21/2023

  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.

  This dealership has been such a huge disappointment in so many ways, from their service center to their finance department. Starting with their service department, I took in the car because the steering wheel vibrates when I accelerate and while the car is coasting. The issue feels like its coming from the steering column or the suspension. The first time I brought it in, they told me its because I have "aftermarket" brakes installed, I switched out the brakes to OEM brakes. The care was still shaking, so i took it back to them again, they said it must be my tires (which were fairly new) I went and bought new tires. The car is still shaking, I took it back again and they couldnt figure it out so they said they balanced the tires and it should be fine. The car is still shaking and the dealer doesn't seem like they know or care to diagnose the problem. Moving on to the finance department, I purchased out my lease from the dealer November of 2022, right now its August 2023 and I still haven't received my registration or my tags. I have reached out to the dealership at least a dozen times and they just kept telling me that the process takes a while...... the dmv is backed up...... VW is taking a while to send the pink slip....... now when I reached out they said I would need to go the dmv to complete the registration. I explained to them that I tried to just pay the *** to finish the registration but the *** said the dealer would have to complete it. I would never ever buy another car from this dealership or go to their service department. Save yourself the headache and the heartache and stay away from this dealership.

  Business Response

  Date: 09/08/2023

  Wednesday, September 06, 2023
  Ref: ID ********
  Dear ****,
  You recently contacted the Better Business Bureau (BBB) and submitted a complaint regarding repair to Y'our 2019 VW Atlas. In reviewing your complaint and our records.
  My findings indicate that you brought your vehicle into our VW ****************** in April, 2023 for a concern with vibration; we determined that you had aftermarket front brake pads and recommended replacement with OEM pads. As you stated in your complaint you had your brakes replaced with OEM pads, however, that work was not performed here at the dealership and we are unable to warranty or review the workmanship of a third party repair. You returned in May, 2023 where we performed rear brakes on your vehicle and performed a tire balance of your front tires at no charge to you for the balancing of your front tires. You went on a road test with an Advisor and it was determined that we could not duplicate your concerns.
  You are more than welcome to bring the vehicle back in and we can diagnose the vibration. You mentioned that you replaced your tires, again however this work was not performed here at the dealership and as such we are unable to perform a rebalance or rotation of your tires without a charge to you for diagnosing and or repairing your vehicle.
  In terms of your Lease Buy Out, our *************** has completed all necessary paperwork related to your DMV issue.
  Riverside V W strives 10 provide a great ownership experience both before and after the purchase of new, used, CPO vehicle or the service of a owners vehicle, however, we are unable to assist in all cases.
  Should you need any additional assistance, please do not hesitate to contact our ******************
  Best regards,
  
  Guest Experience & Owner Loyalty Manager
  

  
  

• Initial Complaint

  Date:05/05/2023

  Type:Product Issues
  Status:

  AnsweredMore 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’ve put 3500 towards a car in 2021 two years later my car doesn’t work at 88,000 miles. They are suppose to provide me and my family with a safe vehicle they have failed to do so. My car has had the same issue 3 times with the engine misfiring I was told the issue was fixed but the problem kept occurring so I don’t know how it was fixed . I’ve gone there on several occasion with no one willing to help or even buy back that vehicle and put me in a new safer one. I still owe a lot and I’m left paying for a car that doesn’t drive .I’ve gone to the dealership on several occasions and everyone that has helped me is unprofessional and could care less they sold me a lemon. I’ve done my part on oil changes and my car payments . my car has been to riverside volkwagon a handful of times and in all those times my car should have been looked at thoroughly and properly maybe I would still have a car today. I would like a replacement vehicle I’ve been without my vehicle since February 2023 .

  Business Response

  Date: 05/22/2023

  Better Business Bureau **** ** **** **** ******* ** ***** 
  ******* *** *** **** 
  Ref: ID ******** Dear ******, 
  ****** **** **** ****** **** ** ********** ** ***** 
  You recently contacted the Better Business Bureau (BBB) and submitted a complaint regarding a replacement vehicle of your 2017 Kia Forte; after reviewing your complaint and our records. 
  My findings indicate that you purchased your vehicle at approximately around 64,926 miles back in 2021, two years ago. You purchased an Extended Service Contract via Portfolio. Our Sales and Finance Department printed out and handed a second copy of your contract during one of your last visits to our dealership regarding your concern. 
  Your vehicle came in for drivability concern on 04/15/2021 and a repair was completed at no cost to you or your Extended Service Contract, a misfire occurred due to a faulty spark plug; we replaced all four spark plugs during that service visit. You returned on 05/18/2021 with a second drivability concern, the vehicle was diagnosed at that time to have a faulty ignition coil on cylinder three. A new factory Kia ignition coil was installed also at no cost to you or to your ESC. 
  Outside of the initial safety inspection and oil change on 12/10/2020 at 64,839 miles, there is no service history at any of our dealerships that this vehicle has returned for preventive maintenance or routine maintenance. The vehicle has only returned to Riverside Volkswagen for the two repairs noted above which were completed at no charge. Your vehicle has not returned to our facility for any other concerns in the past 24 months. 
  Further findings are that you have taken your vehicle to a Kia dealership which has declined your vehicle repair under your Extended Service Contract (ESC) due to lack of maintenance performed on the vehicle. 
  While it is unfortunate that you have been without a vehicle for several months, your extended warranty or any remaining limited powertrain warranty if applicable will not approve any warranty repairs as your warranty does not cover abuse, neglect. outside influence or damage. Failure to follow the manufacturers recommended service intervals falls under neglect. As the Kia dealership which is not affiliated with our company is the dealership that has attempted to repair your vehicle under the ESC you purchased and their findings along with Kia of North America are declining to repair your vehicle, this matter should be taken up with those entities. Riverside Volkswagen is committed to ensuring all our customers are satisfied with their sales and service experience, however we are unable to assist in all cases. Riverside Volkswagen is unable to provide you with a replacement vehicle. Whether the vehicle is new, certified or pre-owned; any warranty will not cover abuse, neglect or damage. 
  Best regards,
  ******* **** Guest Experience & Owner Loyalty Manager Community | Public Relations Coordinator 
  

  
  

  Customer Answer

  Date: 05/22/2023

   I am rejecting this response because: riverside volkwagon sold me a lemon, first two months of me having my car it  had mechanic issue . It’s misfired three times since I’ve owned the vehicle.  If it was fixed the first time which is stated in documents I have then 5/18/2021 I wouldn’t have came back for the car misfiring agian. Let’s not mention that car misfired with the previous owner which I have proof of as well. My car wasn’t fixed properly or not even inspected before sold to me because two months of having it I was in the shop two times the third time your service team denied fixing my vehicle due to no Kia technician, So I had no choice to go to Kia. And my car was maintenance properly. It’s been to shops several times and got oil changes as needed. My year make and model have had recalls on oil problems .  It’s easy for an extended warranty to say because you don’t have proof you weren’t maintenance your vehicle it’s false  I did my part now it’s time for volkwagon to do there’s and get me in a safe vehicle. 

  
  

• Initial Complaint

  Date:02/18/2023

  Type:Customer Service 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.

  On or around 11/10/22, I went to the Riverside VW (where I leased my car from) service dept for an issue with the battery. They advised me that they would need to keep the vehicle to fix the problem and when I asked for a "loaner vehicle", I was told that they were all signed out and my other option was to get a rental vehicle (also from them). Having had a job to go to and being dependant on a vehicle, I didn't have any other option but to take a rental. 3 days later, I received a call letting me know that my car was ready for pick up. Per their procedures, I went to the rental dept first to return the rental before picking up my car.
  I was helped by the only employee working at the time, M** ******* *****
  **** and I walked around the vehicle to make sure there were no damages or anything wrong with it. After that, we BOTH went inside the vehicle to get the mileage. At that time, I asked "Everything ok with the vehicle?" **** responded "Yes, you are good." Then I followed him to his office to sign and pay. **** AGAIN ensured me that everything was ok and charged me ONLY for the rental charges. The ENTIRE TIME **** said nothing was wrong with the vehicle.
  I walked to the service department and asked for my vehicle only to realize that the same fault existed and was never fixed. They said they still need it longer but I refused to pay for another rental, having just paid about$200 for them to just keep the car parked and not fix anything. I insisted on getting a loaner vehicle instead. They called **** to ask for a loaner, who said "I can give him a rental but I can't give him a loaner because I smell cigarette smoke in the returned vehicle"
  Needless to say I was furious with the sudden condition change so they quickly replaced the battery and I left.
  Today I'm coming for the same problem and it's my only chance to fix it before having to travel only to find a note on the system from **** saying "customer is not allowed to get any vehicles from the rental dept"