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:03/06/2024

  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.

  Concerning my 2015 VW CC
  VIN: *****************
  Purchased 10/26/2015
  Mileage: 54,000
  
  During a recent service of my vehicle, a technician at this dealership noted that I needed to replace the engine's water pump, thermostat housing, and union. The cost quoted to me was nearly $1700.00. I declined as I have never noticed a coolant leak.
  
  However, I have since discovered that there has been a class action lawsuit against Volkswagen concerning the engine's water pump, thermostat housing, and union.
  
  My VIN is one of those that falls under the class action lawsuit...
  Michael ****, et al. v. Volkswagen Group of America,
  Inc., et al., Civil Action No. 2:21-cv-11251-MCA-MF.
  
  According to the lawsuit, VW has agreed to extend the warranty of the engine's water pump, thermostat housing, and union.
  
  This begs the question of why was I asked to pay so much for a service I didn't even know I needed. I have attempted to discuss this with the service manager, but so far, I have been unable to reach him. He has however, given my telephone number to all of the dealer's salesmen, as I have been bombarded with telephone calls in attempt to sell me a new car. One of the salesmen confirmed that he got my telephone number from the email I had sent to the service manager.

  Business Response

  Date: 03/06/2024

  Good morning, I will connect with the service manager regarding this matter. Regarding the sales calls you received, it seems that when you submitted something about your water pump on the Volkswagen website, it inadvertently generated a sales lead that was routed to our sales team. Please allow 24 hours for the service manager to contact you. 

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Back in March of 2023 Volkswagen replaced the engine in my 2022 Atlas due to a recall since then Step One Volkswagen has had the car 8 different times totally over 30+ days now another issues is happening with the car my husband and I have been trying to call step one we can’t get ahold of anyone in the service dept every one else is giving us the run around saying they don’t have a rental to give me. They have to run a diagnostic before they can give me a rental. We have previously asked about the lemon law and a buy back and have heard nothing

  Business Response

  Date: 11/08/2023

  Hello, I am looking into this now. Please allow 24 hours and someone will be in contact with you. In the mean time if you need anything please give us a call at ************

  Customer Answer

  Date: 11/09/2023

  
  
  Complaint: 20840174
  
  
  
  I am rejecting this response because: never received any call.
  
  
  
  Sincerely,
  
  
  
  Samantha ****

  Business Response

  Date: 11/09/2023

  Hello, I am still looking into and waiting to hear from the Service manager. Feel free to call us at ************ if you need anything. 

  Customer Answer

  Date: 11/09/2023

  
  
  Complaint: 20840174
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Samantha ****

• Initial Complaint

  Date:07/14/2023

  Type:Customer Service 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.

  Hello, my name is mark **** purchased a Vehicle from Subaru of Fort Walton on May-13-2023 I filled out all paperwork. I was told once i purchased the vehicle and was told that money was still owed on it so i would get a temp tag and have to wait for my plates in the mail. I received the plates in the mail and i thought all was good. A month later i received an email from **** ******* Credit Union Which is my loan company that they have not received proof that they are a lien holder on the title. I immediately called the dealer ship and asked to speak to the finance manager, i was told they were extremely busy, and they would take a message and they would call me back once they had time. i have called every day for a week with no response. I keep getting told the same thing that they will call me back. All i want is for them to add the bank as a lien holder, so my loan doesn't get changed and my rates go up. I have gone to the bank and one of their agents called and also got told they would receive phone call back with it being a week later and nothing. My Father, who is a cosigner, has also called on July 6-2023 one step and spoken to Jessica ******* 8*********** she said they would change it. It has been a week since and they have not done so. I just want this resolved i aint asking for much.

  Business Response

  Date: 07/17/2023

  We have submitted the paperwork for this, and it should be reflected with the state at the end of the week. The reason for the delay is the customer had paid with a cashier's check from Navy Federal, and we don't record liens with a cashier's check. 

  Customer Answer

  Date: 07/17/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20321277, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Mark ****

• Initial Complaint

  Date:03/29/2023

  Type:Order 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 Wednesday, 3/22/2023, I took my vehicle for appraisal at Subaru of Ft. Walton Beach. They appraised my vehicle and made an offer. Later that day I called the salesperson I worked with, Mark ********* to accept the offer. He and I made arrangements to meet the morning of 3/23/2023 to complete the paperwork. On the morning of 3/23/2023, I returned to the dealership where I sat with Mark and completed all the paperwork. I handed over my key fob and he removed the plate from the vehicle to give to me. I asked for a copy of the paperwork for my records. Mark sighed heavily as if it was an inconvenience for him and told me I could pick it up before close of business. I went back to the dealership that evening around 5:30pm to give them the 2nd key fob and pick up my copies of the signed paperwork. The following morning, 3/24/2023, I received a text message from Mark demanding that I call him. He then told me I had to pick up the vehicle because they could not keep it due to his own negligence. The license plate has already been surrendered to DMV and insurance was canceled on the vehicle. I reminded Mark that the deal was made final at the time of signing and his response was that he will shred the legal documents. I have yet to receive payment for the sale and have not heard back from their store director, Sarah *****. I have also contacted Step One Automotive Headquarters in regards to this matter and have not heard back.

  Business Response

  Date: 04/04/2023

  Ashley fraudulently filled out her paperwork stating there was no issue with the car.  In fact, she had been at our VW store
  before coming to us and was told her car needed an engine.  We informed her
  immediately that we would not be able to purchase her car. Then a few days later, she came back into the store and admitted she knew her car had issues. She asked if she could trade it in. We told her that sure she
  could. She was there for about an hour. She decided she didn't like Subaru and
  wanted to shop elsewhere for a new car as she would not buy a pre-owned. 
  She left and still did not take her car back with her.  Not a single person in our store would tell someone we would
  shred a legal document.  Definitely not mark ********. He documents
  everything. I am at a Subaru conference but I will have someone from the store
  reach out today and find out what she's decided to do. Did you get the timeline
  and documents that I sent Mr. ****** and ******? I'm going to send them to you
  just in case.  She 100% knew what she was doing and committed fraud when
  she misrepresented the condition of her car.

  Business Response

  Date: 04/14/2023

  Ms. ******* has also filed a complaint with the FL DMV that is in process. We have told her that we cannot purchase her vehicle due to the mechanical issues it has. She has been told to come pick up her vehicle and has not yet done so. On the day after she was told she needed a new engine, she had filled out online to get an instant appraisal on the vehicle and listed there were no mechanical issues. She had even signed off on the Work Order that the mechanic explained to her that she needed this repair. We then have the backup where she went online and filled out the information about her vehicle to sell it to us and that is where she said there was nothing wrong with the vehicle. Our operations director will be reaching out to her with arrangements to pick up her vehicle. 

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: 19868571
  
  
  
  I am rejecting this response because: I did not sign any work order stating a “need” for a new engine. The only paper given to me with my signature is only showing my concern for the sound of the fan which the technician stated he tightened.  Again, I had not experienced any issues with the vehicle which is why I selected “no issues”.  It was Step One’s employees that suggested I consider having it appraised to begin with. In fact I was contacted by one of their salesmen after dropping the vehicle off. Then at pick up I was again engaged in another persuasive conversation by a Step One salesman. The idea of selling came directly from Step One.
   I was also told that someone from Step One would be in touch with me and I have not received a phone call or any type of communication.
  
  
  
  
  
  Sincerely,
  
  
  
  Ashli *******

• Initial Complaint

  Date:01/09/2023

  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.

  I recently purchased a 2019 dodge charger RT from Subaru of Fort Walton Beach. I negotiated a final price of around 36k after getting the salesman to agree to $1000 discount for their “permaplate” wax coat. I then confirmed this price again seconds before sitting with the finance manager. I wanted to trust these people as the business seemed reputable based of reviews and wanted the process to be quick. I signed the papers without looking into stuff too much. The finance manager mentioned I could get a warranty for the “permaplate” that was around $929 in total but I could pay it monthly. I said no until he mentioned that I would be able to cancel this at anytime. Once he mentioned this I was okay with the idea. It has been a month now and I have reached out to cancel this warranty and the business has told me that the finance manager doesn’t work there anymore, he lied about being able to cancel the warranty, and there is nothing that can be done. This is completely unprofessional and even if he lied to me he represented their business and they have a duty to make this right.

  Business Response

  Date: 01/23/2023

  Our sales manager at Subaru reached out to Mr. ******* on 1/9/23. He was going to come in get everything taken care of. He said he would be removing this complaint. 

  Customer Answer

  Date: 01/30/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18700355, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Robert *******

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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.

  In purchased a vehicle at Subaru of Fort Walton back in September. I was charged for registration and some fees even though I wasn’t supposed to be charged due to the fact that I’m in the military actively serving. I was reached out about by them and for that I’m grateful because I wasn’t aware. They said they refund me the 223.00 in a few weeks. It’s been over 3 months and I get no updates or answers when I call. I have to show up in person which cost me time and gas only to be told that they’re working on it. I have to call an incredibly amount of times just to speak to the right person. The last time I spoke to them they told me that I had to give up my plates so they can issue me new ones in order to get me my refund. I came here directly today in the 3rd or January 2023 and I’m getting the same responses with the issue yet to be resolved. Not only is this issue annoying and frustrating since it was an error on their end and I feel like simple communication to update if me of were the situation is in its current state would have probably kept me from having to drive out multiple times and having to take it this far. But their lack of communication, shortsightedness, and inability to resolve my problem in a timely manner has led me to do this. I wish they could have resolved my problem so I didn’t have to do this but I see no other option.

  Business Response

  Date: 01/05/2023

  We had told the customer that we are waiting on a response from the state for them to approve the refund of the $233. Once the refund is approved, then we can issue the refund check to Mr. *****. We have been in contact with him to let him know this prior to him coming to the office to pick up a check. As soon as we get an answer, he will be notified. 

  Customer Answer

  Date: 01/06/2023

  
  
  Complaint: 18677472
  
  
  
  I am rejecting this response because:

  1. They never return my calls 

  2. I have to out of my way to get in contact with them

  3. The very little communication that I did receive was unclear and confusing because they’re solutions changed every time. Should they have communicated properly with me, I would not have need to go in multiple times to get some sort response or update.

  
  Sincerely,
  
  
  
  Oscar Robledo *****

  Business Response

  Date: 01/09/2023

  According to the accounting department, they have spoken with the customer and explained that we cannot issue a check until the state approves the refund. We apologize for any miscommunication in the beginning. We are working to get this handled. 

• Initial Complaint

  Date:10/26/2022

  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 went for a test drive and purchased my vehicle on September 10, 2022. I meet with Kenneth and he had a trainee who went on the test drive with me. The employee had said that the car would have been certified pre owned if it was only one year newer. I purchased the warranty since it was to cover engine, transmission, and drive axle for 3 year and pay the shop directly and I could take it to any shop. However, the fact I was told the car just miss the certified pre owned requirements because of the age made me think the care was sound. I feel like the car was miss represented. the car also miss the requirements of the mileage by a lot and the car was in need of repairs in leas than 30 days and according to the car fax i received after it probably wouldn't have been approved for certified pre-owned status even if it did make the age mark.
  
  I received the car fax a few days later. It showed my car was overdue for it latest major service. So they sold me the car knowing I would have to have it serviced shortly after. It also does not show a recently transmission service and has had 2 air bag replacements. These are not signs of a car that you should advertise as be just shy of certified pre owned. l was under the impression it was a sound car that missed the requirements by 1 thing out of their control "age".
  
  I had bought the car on Saturday. It had a broken lock on the glove box which was on order. I agreed to return on Wednesday to have then install it when the received the part. On Monday, my check engine light came on. And now less than 30 days the light came on 3 times and is now flashing "service engine now" along with EPC light. I had it towed to the Panama City Volkswagen. After digsnosing the car I was told over $5000 in repairs. I was shocked since I had just bought the car and was under the impression that it was a good car. I was told it needed cylinders 2 & 4, oil leak, timing chain, and there was no way it was near possible certified pre owned status.

  Business Response

  Date: 11/10/2022

  As of 11/10/22, we are working with the customer on a resolution. The customer brought the vehicle back in and our service department finished all the agreed upon repairs. After this was done the engine light was still on. The car was purchased as is and we are working with the customer to get this fixed.