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Complaint Details
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Initial Complaint
11/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I dropped my 2023 VW atlas off on the morning of 11/1/23 to get an issue looked at that I’m having with my brand new car stalling out at times. They gave me a loaner car and told me I wouldn’t be charged anything as long as I brought it back with the same amount of fuel in it when it was given to me and that I didn’t cause any damage. When the loaner car was given to me it was not completely full. It was about at the 3/4 mark full. I returned the loaner car later that evening when my car was finished being looked at and I put $5.09 of fuel back in it for the few hours that I had it. Today I get a receipt emailed to me that they charged my credit card $18.57 for $8.57 of fuel and a $10 fuel service charge. I called to tell them this was completely unfair and wrong since I wasn’t given the car with a full tank of gas to begin with and I did put $5.09 back in it myself before I returned it. There is no way I spent $18.57 in fuel for the few hours I had the vehicle. When I called the dealership the employee ***** I spoke to didn’t care to hear my concern and said there was nothing he could do about it. As far as I’m concerned this is theft and my money was taken for something I did not spend/consume. I would like this money refunded to my credit card.
Business response
11/02/2023
The customer signed a contract stating that the vehicle was full when they took possession of the rental vehicle, and agreed to return the vehicle full of fuel. They did not return the vehicle full of fuel therefore they were charged for the cost of the fuel plus a $10 convenience charge.Customer response
11/09/2023
I do not accept this response due to the fact that the car was not full when I received it. It was given to me with a 3/4 tank which is what I refilled it to when I dropped it back off. The paperwork I signed was giving consent for them to work on my car; it had nothing to do with the loaner, and the paperwork was given to me inside before they even pulled around the loaner car for me to get into. Just because they told me it was a full tank does not mean that’s what it was when I finally received it and got into it, which is when I noticed the tank was only on 3/4. Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 20814692Business response
11/21/2023
Please find the rental agreement attached which is signed by the customer acknowledging that the rental vehicle is full at the time the vehicle was rented and the policy for filling the vehicle with fuel after using it.
This is common rental car policy. When you rent a vehicle, the vehicle is full of fuel, when you return the vehicle, it is to be returned with a full tank of fuel.
Initial Complaint
09/07/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 9/7/22 this company tried to scam us by voiding a warranty on the trunk door to make us pay $80 for a diagnostic fee. Then they accused us of stealing our car when we took it home. The company removed the trunk during previous maintenance fixing a recall part and must have voided warranty then if not on 9/6/22. We want the $80 fee waived and an apology for voiding our warranty the cash value of the lost warranty and an apology for accusing us of stealing our own property.Business response
09/08/2022
The customer signed the initial repair order for a $150 diagnostic fee and accepted responsiblity for the fee if the concern was not covered under warranty. After evaluating the vehicle and finding signs of outside influence, it was determined the concern was not a VW manufacture defect. The diagnostic fee was dropped from $150 to $84.95 for customer satisfaction but the customer refused to pay and used their spare key to remove their vehicle from our dealership without paying for their service or the diagnostic fee.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.