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:01/14/2025

  Type:Service or Repair 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.

  12/17/24 brought my car into dealership for check engine light , due to faulty gas . My insurance company got involved due to this being a no fault claim . When I picked up my vehicle and drove it home this light reappeared I have since brought my car back 12/22/24 & 1/3/25 and the same issue has occurred now the manager at the location hasnt returned my call on 1/3/25 and I have already paid for a service that was never completely properly please review photos and time stamps

  Business Response

  Date: 01/24/2025

  Lokey Volkswagen's service manager has been in touch with the customer to resolve the issues with her vehicle. 

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair 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 brought my car here and since day 1 they have denied anything being wrong with my car. I have continuously brought my car back here over the last 2 years and they still insist nothing is wrong with my car. Now they are telling me it's just better to turn my car in because they don't want to take responsibility for their actions. I will be having my attorney reach out them as well.

  Business Response

  Date: 11/04/2024

  The service manager communicated with the customer to address concerns she believed to be from a prior accident years ago. A master certified technician diagnosed her vehicle and determined these concerns were new issues and not related to any prior accident.A drivability issue the customer currently has is two worn out tires. The service manager advised this would need to be addressed before her other concerns. She decided to take her vehicle back to the original collision facility and the tire shop who recently installed her tires. Lokey Volkswagen helped in the best way possible but some of her expectations were unrealistic. 

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair 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.

  1. On the morning of 09/18/2023, after a very rainy weekend I noticed that the front driver and passenger rear side foot well carpets of my Volkswagen Tiguan were very wet. 2. I called Lokey Volkswagen in Clearwater, **, a dealership I had been taking my car to since February 2023 and booked an appointment for 10 am on 09/19/23.3. Upon arrival at the dealership, the service advisor, ***************************** advised me upfront that I would have to pay a $149.99 diagnostic fee for them to identify the issue, of which I agreed. 4. As there were many customers waiting, and I live across the street, ************************ offered for their shuttle to take me home, and I agreed.5. While at home, and roughly 45 minutes later, ************************ called me on my cell phone and informed me that the sunroof tube on the left-side had shrunk and was not long enough to fit into the body grommet and that this was the reason why water had leaked into the vehicle. 6. ************************ suggested that both the left, and right rear sunroof drain tubes be replaced and quoted me $989.00. 7. I told ************************ that this was a very big expense for me and that I could not afford such an expense. 8. He then suggested that they could do it for $750.00. 9. My answer was that this was still too much for me and he said he would call me back.10. About 15 minutes later, ************************ called to tell me that only the left hose had shrunk out of the grommet, and they could replace it for $470.00 11. He also stated that in the near future, the right one would need to be replaced at an additional cost no doubt of $470.00 12. My answer was that this was still too much for me and hung up.13. At this point, I checked my invoices from past repairs and remembered that the left sunroof drain hose had been replaced in February 2022 which had me questioning how this could have shrunk.14. I called ************************ back and told him that I would like to pick up my vehicle and agreed at this point to pay the $149.00 diagnostic fee. 15. I also asked him to prepare a detailed estimate of the labor and parts for the repairs.16. After being picked up by the Lokey shuttle and arriving back at the dealership, ************************ told me that my car was being put back together by the technician and would be ready in 15 minutes. 17. When 15 minutes had passed, ************************ took me into the workshop where parts of the trunk of my car were still disassembled and he showed me the hoses on both sides. 18. I could see on the left side; the hose was loose and the one on the right side was not (see photos). 19. Mr. ********** explained that the overhead liner would have to come off, with parts of the sunroof in order to replace the hoses and that being the reason why the labor costs were so high.20. I thanked him for showing me the details and asked him to please put my car back together, and told him that I would need to think about it and would follow up at a later time for the repairs.21. I went back into the lounge and waited.22. 10 minutes later, ************************ told me that his technician **************** wanted to speak with me. 23. I agreed and he directed me once again back into the shop where my car was still disassembled. 24. **************** was eating his lunch and had a mouth full of food. 25. ************************ did all the talking and suggested I pay the $149.99 diagnostic fee + $20.01, for a total cost of $170.00 to replace the hose. 26. I asked, why so cheap? given what you have already quoted?27. And *********************** replied, because you are a good customer, we feel bad for you and want to help you out. 28. I asked, please put my car back together so I can leave. 29. My ********** seemed extremely annoyed and on the way back to the lounge, he said I am tired of dealing with this s*** out loud, in the presence of customers and his colleagues. 30. At this point I was in shock, and feeling very uncomfortable.31. After paying for the diagnostic fee, I asked ************************ for the detailed quote I had requested earlier.32. At this point, the annoyance of *********************** was obvious, as he handed me the quote for the work they recommended this quote was for replacing both tubes for and for the amount of $989.00.33. I asked him how the cost for repairs went from $989 to $750 to $470 to $170 and then back-up to the $989.00?34. He replied, you did not want to accept our offer, have a nice day.35. I am amazed that the organization can have such discretionary pricing and proceed to continually readjust their numbers in order to harass and pressure their customers into having the work done on the spot 36. And then because I elected to leave, and not have the work done, *********************** increased the quote back up from $170.00 to $989.00 which begs many questions and question the true generosity of ***********************, and his salesman flattery about me being such A good ***********. I collected my vehicle and left the premises feeling that there is a bigger issue with this dealership and their pricing structure.38. The following day, I took my car to Gulfcoast European Automotive in Clearwater.39. The technician did an evaluation and it turned out, there was ONLY dirt in the front and rear sunroof drains the tubes were in position, and not shrunk as stated prior by ************************40. They cleaned them out and since, there have been no leakages. 41. Gulfcoast European Automotive confirmed the tubes had not shrunk and fit perfectly into the grommet.42. I am requesting from Lokey Volkswagen a refund of $149.99 to my **** card ending in **** on the premises that ************************ gave me erroneous repair costs and extremely elevated quotes that are questionable at best.43. I am baffled that *********************** or the Lokey Dealership find it an acceptable business practice, to quote their good customers such extreme numbers, from $989 down to $750, down to $470, and then down to $170 and then back-up again to $989.00 all from what an unsuspecting customer would think is representing a reputable brand such as Volkswagen. 44. Additionally., ************************ treated me rudely and with disrespect when I did not agree to his offer of $170, to have the work done. 45. This type of experience and his type of verbal harassment to secure the work is unacceptable.46. My bigger concern is with having experienced and witnessed first-hand such disrespectful and overzealous pricing, followed by an equally enthusiastic discount strategy, has me questioning, how many people in our community are being taken advantage of and, who are likely overpaying for unnecessary costs and repairs? 47. This clearly needs and warrants further investigation by Volkswagen and the Lokey Leadership Team into the questionable practices of the ****************** under ************************48. Please note that a complaint has also been documented with Volkswagen *** regarding this matter case # ********.

  Business Response

  Date: 11/09/2023

  As stated in the complaint, the customer received the price for a vehicles diagnosis upfront. She accepted the price and chose to proceed. Lokey Volkswagen Master Technician, ****, recommended replacing the left rear and right rear sunroof drain tubes at a quoted price.The customer advised she could not afford the repair and became emotional,started crying. Lokey Volkswagens service advisor then consulted with management and offered her a discounted price in an effort to assist. The customer chose to decline the repair stating money was of concern. The technician, ****, upon hearing this volunteered his time for free, in an effort to be a good person.He said simply pay the diagnosis, buy the part and he will provide his labor for free. The customer chose to decline the repair and left the dealership.Lokey Volkswagen tried to assist this customer in multiple ways so she could have the repair completed but she refused to accept the generosity. Lokey Volkswagen apologizes for the misconception of the generosity. 

  Customer Answer

  Date: 11/19/2023

   
  Complaint: 20743298
  
  I am rejecting this response because:

  Thank-you for taking the time to respond, albeit I found some Lokeys fictitious statements laughable and borderline libelous.
  I think credit is due for Lokey confirming a few of the pertinent facts - as follows.
  Lokey acknowledges and agrees that, irrespective they charged $149.99 to diagnose the issue presented. 
  Lokey acknowledges that they quoted $989.00 to replace the Left rear and right rear sunroof drain tubes, as this was diagnosed as being the issue.
  It appears that the tactics by Lokey, is to hook the unsuspecting customer into the additional repair costs, Lokey offer this initial diagnostic fee is deducted from the total cost of repair.
  Thus, the difference being $839.01 - to now replace 2 plastic drain tubes, which were already exposed and made accessible during the diagnostic work and which probably took less than an hour.
  So, if I am correct, according to Lokeys pricing, they were willing to charge a total of $989.00 to the customer to complete the said work, which would have taken less than 2 hrs, and included replacing a couple of plastic tubes, valued at worse of $50.00.
  Now, if the work takes no more than 2hrs, Lokey are willing to charge almost $500 an hour to effect the repairs for what is a simple fix.
  However, when I questioned Lokeys pricing, Mr. ********* became agitated at best - and he was not a happy man.
  I explained to Mr. ********** in a calm and reasonable manner, that I could not afford nor justify the costs for the repair.
  This was when Mr. ********* offered me a whopping ****% discount on the quoted price of $989.00.
  At this time point, according to Mr. ********** this was when I became emotional and started crying.  Shocked maybe, but not emotional and certainly I was not crying. 
  However, if I was, I must have been a movie star, as I must have provided an incredible performance to warrant an ****% discount or $839.01, by *************** maybe my performance was more worthy of a Golden Globe?
  Either way, the explanation from Lokey of the events and their pricing structure with discounts, based on the state of the customers distress is somewhat ludicrous, and only demonstrates the extent that Lokey will go to justify their erroneous pricing and discount structure.
  As I found out when I took my vehicle to another car repair mechanic, it cost only $96.84.
  Somehow, to me it is prudent that the general public are aware of my experience so they do not encounter what can only be deemed a discount scam at Lokey - extract a diagnostic fee, elevate the repair high, get the customer bought in on a diagnostic fee, and then offer multiple discounts until the customer acquiesces, through constant harassment by Mr. ********** until the customer accepts the price.
  Which I did not do, and this is why Mr. ********* was so agitated - I had called home out on their tricks and walked away.
  Now I want a formal apology, and a refund for the diagnostic work I paid for, totaling $149.99, which I am sure, given Lokeys claim that they are so generous in nature and always willing to help their customer, will reimburse as a good will gesture.
  
  Lokey, please explain how does anyone professional business offer a nearly 90% discount and stay in business? 
  Does this not raise a 'red flag' that there is something more serious going on here?
  If Lokey can afford to reduce their pricing to such an extent, how many customers are not getting the discount they deserve and are paying above and beyond the price they should?

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/30/2023

  Lokey Volkswagen apologizes for trying to be helpful and is not able to assist any further with this matter.

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair 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 purchased my truck in July/Aug of 2022. It wasn't easy. Multiple employees from both lokey lots had been driving it for weeks. "maintenance fee". $3995 is a crock even more so cuz my truck went thru both lokey inspection lines and I had to tell them the toeing was off. It was very evident. I spoke with **** whom assured me Lokey VW service line would get it aligned Hahahaha lokey isn't equipped to do that on those size tires but even the manager didn't know that $4k and 2 inspections later And by October I spent $***** fixing that truck. My first time contacting them about the tires wobbling they said well bring it down. well I already know you can't work on it so why would I bring it down,? it needed new struts shocks and control arms, sway bar links, bushings, brakes and battery. And even tires.. Come on! So I'm wondering what kind of maintenance inspection are you actually doing? Besides none! I mean, honestly, after spending $40,000 on a vehicle (2019 ***** Silverado **** LD RWD double cab V8 with ****** miles) I should NOT be spending $***** to fix it in the first 3 month. Those are things that should have been seen, detected and fixed. the struts and shocks were bad and everybody on your lot was joy driving it and who knows how they were driving it... All of it ruined the tires. it wore them unevenly So I had to buy new tires that's part of that ***** within 2 and 1/2 to 3 months that's insane for $40,000 I have contacted the dealership multiple times and to no avail. They did not even reach out about this. I paid $4,000 for an inspection you didn't inspect it because you would have found these issues but we all know you're not going to pay for it so just let the customer have to deal with it right that's your way?!!! it's crappy somebody should not have a $40,000 loan and still have to sink $***** into it that's crazy. Further investigation turned up s branded title. But wasnt in your Carfax check... Please enlighten me. Such a crooked outfit

  Business Response

  Date: 07/21/2023

  The customer purchased a 2019 Chevrolet Silverado from Lokey Volkswagen June 26, 2022, over a year ago. Before her purchase, the vehicle was a demo for a General Sales Manager at Lokey Volkswagens sister store, Lokey **** The General Sales Manager was the only person driving the vehicle while this customer was expressing interest. She was informed of this. A reconditioning fee is accessed to all used vehicle sales to assist covering the costs (servicing, detailing, etc.) the dealership incurs to get the vehicle ready to sell.
  
  The customer brought the vehicle into ******************** service for an alignment on June 29th. Lokey Volkswagen sent the vehicle to ******************* for this alignment. Lokey Volkswagen communicated with the customer numerous times after this initial visit informing her that if she was unhappy with the vehicle, to bring it back to Lokey Volkswagen. Lokey Volkswagen would have looked at her vehicle and sent it to another repair facility, if it could not be repaired here, like done with the previous alignment. It is Lokey Volkswagens policy to always assist customers post sale at our dealership, but we dont approve for a customers reimbursement after visiting another repair facility without prior approval from Lokey Volkswagen.
  
  Lokey Volkswagen is not sure what the customer is relaying as a branded title. The vehicle did not have a branded title upon sale and the CarFax is clean.

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20343623
  
  I am rejecting this response because:

  It's inaccurate plain and simple. I did not bring the vehicle back in for an alignment. That way on one of the multiple days of attempting the sale/purchase. It went even in the financial office yet.

  And at no time did anyone explain that you would send the vehicle out to another shop to be repaired. Only that I could bring it in for you to repair. Which from the last experience with the alignment we knew you can't fix my truck.

  I know and understand what the $4k maintenance service fee is supposed to be for.... It's quite obvious that your inspections are far less than adequate. My truck went thru both Lokey VW s and Lokey *** and you both "missed" all these things wrong. That doesn't say too much for your standards or detail. $4k and 2 dealer service lines simple things like shocks, struts, brakes, battery, tires why unnoticed. Will not bring any comfort tho the customers present or future.

  Big EPIC fail on y'all's part

  The title brand or specific event is on auto check and Experian. However I'm unable to find any further detail. But it's in black and white. I certainly would not make this up. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/27/2023

  Sorry,Lokey Volkswagen is not able to satisfy this customer.

• Initial Complaint

  Date:10/20/2022

  Type:Sales and Advertising 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.

  Lokey tried to scam me today, after negotiating the price they added almost 10k in extra fees and tried to cover up on the monthly payments, said that every dealership does the same thing. Deceptive pricing and scammers, they shouldn't be in business.

  Business Response

  Date: 10/21/2022

  Lokey Volkswagen tried to work cooperatively with this customer, but he was aggressive from the beginning. The dealership does not have $10,000 in fees and the worksheet used to negotiate a price discloses the payment. Lokey Volkswagen would like to work with every customer, but he was asked to leave after making a scene, becoming loud and rude.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18248814
  
  I am rejecting this response because:
  
  

  manager tried to include the fees o my during the finance part of the negotiation. 

  Never got aggressive or yelled at anyone, manager clearly doesnt know how to work with customers that dont agree on being robbed. 
  

  you shouldnt run a business like this. 
  Sincerely,
  
  ***************************