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:10/29/2024

  Type:Product 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.

  We turned in our leased VW 7/8/20 3 months early as we received a letter from ** we could turn it in and waive the 3 months left as they needed cars. We received several letters from different dealers that they want the car, but thought we would take it to **. No one told us we owed anything. The mileage when we turned it in was ******, On the state site it shows ***** was the mileage. They show they read the odometer on 10/14/20. This is very wrong that someone didn't call us right away if we were going to owe anything since they didn't tell us when we turned it ****** a debt collector wants ******

• Initial Complaint

  Date:06/13/2024

  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.

  On May 25 went to this location to lease a 2024 ******. Negotiations for pricing was completed prior to arrival. Met our salesman ***** and proceeded to look at the car and finish paper work. My wife left in the car and I followed in mine, received a phone call from dealer asking to return and redo contracts as they had used the wrong VIN on all paperwork. I went back and leftas I was driving my wife called and said our daughter found a long scratch on the rear bumper! She went from the dealer to house no stops. I phoned the dealer and spoke to ************ told him what she found and he became very demeaning not sure if it was my age or race but he was pretty insistent almost accusing us of doing damage to the car. Finally he said whatever I will get the car fixed and that was pretty much the end of conversation. He never apologized said things happen, lets make an appoint now to get it doneNothing!After I returned home my wife said we took pictures of the car to send to my cousin.. I looked at them and you can clearly see the scratch was there 15min after we got to the dealer! Even more proof we didnt do it was the there is no license plate on the car and our salesman ***** stated to me if there was something on the bumper he would have clearly seen it. I was out of town for a week and wrote a letter to the owner( I assume, he did not respond) but his Director of customer relations did and said to contact him when I returned. I did yesterday and today got his 2 sentence response saying the salesman instructed me to call and make an appointment. He read my lengthy email will all my concerns the damaged bumper was only one portion of my concerns, yet in his replay he never apologized, asked what could be done NOTHING! With him as Director of Customer Relations one might expect a little more compassion and understanding of a customer complaint.

  Business Response

  Date: 07/11/2024

  07/11/2024
  Attention: Better Business Bureau
  
  RE: Complaint #********
  
  Please be advised that we received your correspondence regarding this issue. Shortly thereafter receiving your notification, as the Authorized Dealer Representative for Gunther Volkswagen of Coconut Creek I investigated this matter. I did speak with the Sales Consultant in reference to the customers complaint and he, (our Sales Agent) did confirm the validity of this complaint.Though a scratch was not seen by the customer or the salesperson at delivery,it was apparent in a photograph provided by the customer to the salesperson after the customer had left the dealership. Once receiving the photograph,arrangements were to be made to have the repairs necessary to correct the issue.The Sales Agent handling this issue did not resolve the issue for the customer in a timely manner as he should have and the customer reached out via email to our organization to make us aware of the issue and to seek a resolution. At that time our Service Director took control of the situation. He contacted the customer, had the vehicle repaired, and confirmed he work performed was correct with the customer once completed.
  I did speak the Salesperson involved and counseled him on the breakdown of customer service after delivery.  We discussed what happened and how not for it to happen again in the future. I did reach out to the customer and assured him that his complaint was not swept under the rug and the matter regarding his experience with the Sales Agent was known.  I assured him at that time that we were handling the matter internally with our staff member involved.  I apologized for any inconvenience this may have caused him and asked the customer if there was anything I could do as a gesture of goodwill for his inconvenience. He told me that he did not want anything and just wanted to make sure the matter was addressed properly. I made sure the customer was aware that I was contacting him from my direct number and should he need any additional assistance in the future, to reach out to me directly. 
  The customer has been contacted, Vehicle has been repaired properly and the vehicle has been returned back to customer. We are considering this matter resolved at this time.
  
  
  Regards,
  
  
  ***********************
  General Manager / Authorized Dealer Representative
  Gunther Volkswagen of Coconut Creek 

  Customer Answer

  Date: 07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although the ** of the dealership did his part after the service supervisor took care of repairs, I was still hoping to voice my concerns with Mr. *********************** Apparently he does not interact with customer issues and leaves that up to each dealership.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/22/2023

  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 got a new car in **** at a Volkswagen dealership my grandma co signed the car for me I drove it down to ******* after buying the car I notice my key doesent even lock my doors or anything all it does is start the car then I end up getting a flat tire soon after I made the drive back and I notice I have no spare tire or **** or anything then I try to get the tire off with my friends tools and was going to get a new tire but then I notice theres locked lug nuts on the tires as well so I had to get the car towed to a shop to see if they can take it off I goto vacation a month or so later and come back my car doesent start anymore I try finding out the problem myself but couldent figure it out I assumed it was my aftermarket key fob that just went back so I get it towed to the Volkswagen dealership near me so they can find out the problem I was told 2-3 days for a diagnostic after 3 days pass they wanna tell me there a week behind schedule so after *********************************************************************************************************************************** but that dident work and I have text messages of everything from both dealerships the one in **** and here the guy I talk to in **** said they cant do anything for me about the key they say I have to spend *************************************************************************** **** and locked lug nuts all he has to say is oh I cant believe neither of us thought to check for that and says if we would of notice I would have got it they screwed me over in so many ways and its just messed up and now im paying for a car I cant even drive and I tell him that asking for a rental and he says is he apologizes for them not realizing the car needed more work the car need a lot more then that it needed a real key fob it needed to have the locked lug nuts taken off and a spare and **** in the truck you would think you goto a dealership expect your doors to lock and that theres a spare but no

  Business Response

  Date: 10/11/2023

  This customer purchased a vehicle from a dealer in **** that was provided with an aftermarket (*********** part) key, and was also provided without a jack * tools * spare tire. The key failed while he was here in *******, and we diagnosed his vehicle and provided an estimate for a factory key. As independently franchised dealers, we can not assume responsibility for the product that was sold by the other dealer. We did provide an estimate and will happily assist the customer, however he is seeking the repairs at no charge. He will need to pursue this with the selling dealer in ****, as we are not affiliated with that dealership. 

• Initial Complaint

  Date:05/04/2023

  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.

  On March 31st, our VW Atlas was dropped off to get an oil change and we had issues with a dashboard warning light that the airbag system had an error. We picked up the vehicle on 4-1-23 and we were told by ********************************* that the part to service the airbag issue would be in on 4-4-23. We expected a call when the part came in.unfortunately that did not happen. We called numerous times over the next few weeks and finally found out that the part was in. The service was finally scheduled for Wednesday ****. We got the vehicle to Gunthers Sevice advisor ******** before our 8:30 am scheduled time. No loaner was provided as told.The fact that we absolutely needed the vehicle for work the next day was clearly discussed with *****************We texted the number ******** provided at 3:11 pm asking for the status. She never texted back. We called and left a message but we never got called back. We went to the dealership at 4:30 pm and after what seemed like an eternity - and what also looked like a lot of confusion by the service department staff our Atlas was driven up to the pickup area - ******** said Please dont be mad at me, but your car was not touched today. We need to reschedule .I was so upset and so frustrated, I said just give me my car. We called twice that day while the service department was still open and we could only leave messages for the department manager. We got no response of any kind. This is potentially a major safety issue if the airbag system is not working properly. Since then, we have called the Service Manager and left messages to get scheduled. No response. We called and spoke with **** the Sales Manager and he said that he would write a note and leave it on the service managers desk. Then a few days later, we got a call from Gunther if we were satisfied with the service performed on the vehicle. I said No and explained the situation. He said he would let a manager know. Still, no calls & we need the service completed ASAP.

  Business Response

  Date: 05/11/2023

  We are in receipt of complaint notice ******** and wish to provide a response, as well as propose a course of action that will hopefully satisfy the consumer. 
  
  I have taken the opportunity to review the circumstances surround our customers recent service visits, and acknowledge that we did not provide a level of service that would be expected or customary under the circumstances. 
  
  When our customer returned to have a previously-ordered part installed, a communication failure resulted in a substantial delay and her vehicle was not serviced that day (as-promised). This is uncharacteristic of our facility and is not considered acceptable. We have identified the personnel involved, and provided coaching and retraining to prevent future occurrences. 
  
  With that said, we have been in contact with the customer and we are making arrangements to address her vehicle concerns. The customer has acknowledged our outreach, and we will ensure that her vehicle is repaired and returned to her expeditiously. 
  
  Thank You,
  

  *************************
  

  Service Director

  Gunther Motor Company

  *******************************************************