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:01/30/2025

  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.

  On January 28th 2025, I took my 2024 Tiguan (bought new last February)into VW of Gainesville for a routine oil change. I was contacted by the Service lady to advise there was an incident with my car. They destroyed my tailgate! They offered a free tire rotation/balance initially. They are advising they will repair with factory parts, and not report it to ******, but I no longer have a new car that is un-repaired and that really matters to me. My attempt to trade up has been unsuccessful, and that is what I want to do. They need to make whatever concession necessary to right this terrible wrong! I don’t want my car anymore..it’s been damaged and I didn’t do it. I requested at least $5k if they will not work a deal to trade up and they are unwilling! This is not my fault and I have to accept whatever they decide is sufficient…I pay almost $1k/mo already for the car I bought brand new! They need to take a loss and work with me to trade up.. or give at least $5k as a concession.

  Business Response

  Date: 01/30/2025

  ******* 

  Mr and Mrs ******** vehicle was here for service and unfortunately their vehicle did obtain damage. The rear glass and spoiler were  damaged while under our possession. 

  My Service Manager did speak to Mr ****** yesterday so I don't know if this was submitted before or after but this is what was discussed. 

  **** will replace the damaged items with OEM parts, we are also giving Mr and Mrs ****** a rental vehicle during the process so they have something to drive in the meantime and lastly, we are offering $500 of goodwill for any inconveniences this has caused.

  Customer Answer

  Date: 01/30/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: I don’t want a refurbished vehicle! How would you feel if your new car was damaged by the dealership? I went in for an oil change. $500 does not satisfy the loss of knowing my car is no longer unrepaired. I don’t want the car anymore, but am forced to accept whatever consolation the dealership sees fit! If I were leaving with my oil changed and car washed, all would be well! But I’m forced to leave with an OEM repaired vehicle! It wouldn’t be sold on the showroom like that, so I shouldn’t be forced to keep it.   more should be done to make this situation right! I had to reschedule two afternoon appointments that were made months ago.  A complaint against the dealer license will be filed. Their attempt to address this awful incident is unacceptable. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 02/04/2025

  I understand your frustration. However accidents do happen. This vehicle unrepaired couldn't be sold on a showroom floor but it could be sold after it was repaired as we are doing. We don't have to offer any additional goodwill but we believe it is the right thing to do and that is why we are going to give you a check for $500 upon pickup. The vehicle should be ready by the end of the week. We will reach out to you and your husband as soon as it is finished. 

• Initial Complaint

  Date:09/05/2024

  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.

  Agreed Upon Proposal - This was a major sticking point during negotiations because I live out of state and didn't need the dealer's upcharge for lifetime vacuums, washes, etc. We went back and forth and settled on fees of $1,491.45. After they had my $15,000, they changed the deal to fees of of $2,195.55.
  
  I spoke with ****** ****** (Internet Sales Manager) on or about August 6. She said the 2 computer systems didn't talk to each other properly and there was nothing she could do. She further stated that the dealer hadn't even had the car certified yet. I explained that I had accepted the dealers offer and was ready to proceed. Her only solution was to mail my $15,000 down payment back to me and then she hung up on me.
  
  I spoke with General Manager ****** ****** on or about August 8. He repeated there were issues with the 2 computer systems talking to each other. I reiterated that that was their problem, not mine, and that $1,491.45 was more than sufficient to cover the dealer's actual costs to process the vehicle. Mr. ****** refused to help me further.
  
  Missing features/items - The vehicle arrived on August 12 and was missing the car mats. I informed the dealership the same day and this has not yet been resolved.
  
  Blind spot indicator feature is missing. In 3 separate portions of the listing, the dealership's web page showed that the blind spot indicators are included. The vehicle does not have blind spot assistance.
  
  Rear cross traffic assist is also missing. The dealer's webpage showed that the vehicle has this feature and it does not.

  Business Response

  Date: 09/18/2024

  The customer had already reached out to Volkswagen customer service, and we have communicated on the issues through Volkswagen with the customer. 

   

  Thanks,

   

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

  General Manager | Managing Partner

  Volkswagen of Gainesville

  Customer Answer

  Date: 09/18/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  Volkswagen of ******* did not have the authority to resolve the sales issue.  Accordingly, I filed the complaint with BBB.  It remains unresolved: (1) bait and switch pricing and (2) features not included on vehicle that were advertised on the website.  Neither of these has been addressed by VW of Gainesville or VW of *******.

  
  

  Regards,

  
  

  **** ****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 09/20/2024

  As I told Volkswagen of *******,

  We offered to unwind the transaction prior to transportation picked up the car and I have offered to unwind the transaction after as long as the vehicle is brought back to the dealership. 

   

  The bottom line pricing did change but it wasn't due to the price of our car but to the taxes/tag cost for the state you registered it to. We are a ******* dealership, not an **** dealership and our system estimated the taxes and fees short.

  We sent a full video that included an interior and exterior walk through of the video. At no time were we asked to confirm any features that were on the car. It does however list on our website under our disclaimer "While every reasonable effort has been made to ensure the accuracy of this data, the dealership is not responsible for errors or omissions contained on these pages"

   

  This vehicle was a 2023 and in that year Volkswagen along with the entire industry had a shortage of computer chips. Volkswagen decided to continue production but to have deletes from most vehicles and it appears this was one of them. 

   

  I would still be happy to unwind the transaction as long as you bring me the vehicle back.
  

  Customer Answer

  Date: 09/20/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  There was never a dispute about paying tax, title, and licensing fees.  The extra fees (or dealer fees) were negotiated before the deal and the dealer knew or should have known if they correct or not as that is their business.  To insist that a consumer would know they were correct (or not) is ridiculous.
  

  I live in **** and the dealer is in *******.  The dealer expects me to bear the cost of transportation both ways - roughly $2,700 - to cure their fraud, misrepresentation, and/or incompetence.  This offer to unwind is a hollow offer as it would cost me nearly upwards of $3,000 to unwind it.
  

  The "waiver" at the bottom of the webpage is non-sense.  The features were listed in multiple places on their webpage and I relied upon their webpage especially since I live 970 miles away from the dealer.  Further, I know nothing about a chip shortage.  The dealer was in a position to know about missing features due to any chip shortage on this vehicle, failed to disclose the proper information, and advertised the feature on their webpage when they knew the information was false.  Despite my complaint against the dealer, they continue to list vehicle(s) on their website (as of 9/20/2024) claiming that the vehicle(s) has blind spot indicators while the vehicles actually do not have such feature.  Since they admit in their response that there is/was a chip shortage that causes some vehicles to not have such blind spot features, they are openly advertising false information relying instead on the 7th sentence of a 10-sentence disclaimer.
  

  
  

  Regards,

  
  

  **** ****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:12/12/2023

  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.

  My name is ****** ** *******, I am the granddaughter of **** **** ********** and my vehicle is my name and my grandmother’s. I am writing to let you know the situation we have had with the vehicle for several months. We will buy that vehicle in 2022 as it has the comforts for the family, and they gave us great references about how good a car it is. I will tell you that unfortunately for me it has not been like that, the car has had some factory damage which we have had to take on more than six occasions to be repaired. The first four occasions were carried by a light that lights on and it turned off what is called check engine, when I turned on that light my vehicle made several noises, it jerked, as if it was going crazy, it stopped by itself. On those occasions I called the corporation and let them know the situation. The thirst time I took the car, I let them know my disagreement the corporation was always friendly although at times I didn’t understand much of the English language, they put a translator who oversees the English Language, but he didn’t seem to be able to translate clear to me what they were telling him to tell me. Sometimes I couldn’t quite understand what they were saying to him to tell me. Well, the fourth time I had to take my vehicle because of that light that kept coming on and off I went back and made a complaint to the corporation there they gave me to choose several options for the problem of my car. I remember that one option was that they would pay my loan on my vehicle, but I had to pay the remainder of the loan since I had changed a previous vehicle of the same brand and that was also giving problems and when I changed it the other vehicle was added to the new loan and unfortunately, I don’t have that money. I even told the corporation that I had lost my job because I didn’t’ have a means of transportation, the other option they offered me was that they were going to give me $7,000 and that with that money I could change my vehicle but that if I accepted the money, I had to accept the vehicle in the condition it was. So I did, accepted the money and visited 2 dealerships to see if I could trade in my car, and I could change the problem is that the monthly payment was going to be a little higher that what I currently have and I opted to keep my car that I like so much because when they called me from the maintenance dealership they told me that my car was already repaired. I left happy and continued driving trusting that my vehicle was going to be okay until several days later my vehicle light came on with a light that never had come on before the light is called EPC. When I saw it on, I went back to the maintenance dealership and ***** kept the vehicle to repair it for about a week. When they called me to say that my car was repaired, I was happy to look for it. When I drive it about 20 minutes on the way to my house, It turns on the EPC light again. I quickly decided to go back to the maintenance dealership and show him what had happened. There they quickly checked my car and put in a machine to scan it and informed me that my vehicle had to stay again because they didn’t know what it was. From that day, which was August 10, 2023, until today that we are on December 12, 2023, my vehicle has not been repaired. I have already visited on occasions to get information about what is happening and what they tell me is that my car must be fitted with a new engine and that they already have it. What happens is that there is a piece that didn’t just arrive called turbo. I asked them if they could help me with a loaner and they told me they did not have a loaner and that they couldn’t help me. I left very disappointed, as I had problems working again. I’ve been waiting for more than three months and paying for a vehicle that I don’t have. It’s frustrating that they don’t tell you, they don’t give you a date of when my car will be repaired. I also called the corporation and let them know and they asked me what I wanted, and I was very clear and told them, I DO NOT WANT MONEY. What I want is for them to declare my vehicle LEMON LAW, it is too long to wait, and I know that my situation is not anyone’s problem, but I do not know what else to do. Thank you very much for your attention and I hope you can help me. Kind Regards, ****** ** *******

  Business Response

  Date: 12/12/2023

  I spoke with ******** mom as ****** was at work. I let her know that the dealership can't start the lemon law process. I gave ****** the number to VW Customer Care. ************

   

  Thank you

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

  VW of Gainesville

  GM

  Customer Answer

  Date: 12/12/2023

   

  Hello, good afternoon, I am writing to inform you that today, December 12, 2023, I received a call from Mr. ****** of the Volkswagen dealer in Gainesville. Mr. ****** told me that they can’t do anything about what I want to do to have my vehicle declared lemon law and that it hasn’t arrived yet the part to fix my car. Mr. ****** indicated that he would call the Volkswagen corporation at 11:00 A.M. and I called and a lady by the name of Angel answered my call. Mrs. ***** told me that she opened a new case because the previous case had been closed without doing any kind of research. She tells me that tomorrow I will receive a call from the manager who will take my case. The case number is ********* She also told me that she will prioritize my turn so that they call me back tomorrow. I hope you can solve this case for me. Thank you.

  Customer Answer

  Date: 12/12/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:Hello, good afternoon, I am writing to inform you that today, December 12, 2023, I received a call from Mr. ****** of the Volkswagen dealer in Gainesville. Mr. ****** told me that they can’t do anything about what I want to do to have my vehicle declared lemon law and that it hasn’t arrived yet the part to fix my car. Mr. ****** indicated that he would call the Volkswagen corporation at 11:00 A.M. and I called and a lady by the name of Angel answered my call. Mrs. ***** told me that she opened a new case because the previous case had been closed without doing any kind of research. She tells me that tomorrow I will receive a call from the manager who will take my case. The case number is ********* She also told me that she will prioritize my turn so that they call me back tomorrow. I hope you can solve this case for me. Thank you.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/19/2023

  Unfortunately you have to communicate with the manufacturer regarding the lemon law process. The dealership can't be involved  

  Customer Answer

  Date: 12/19/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: (Please see Attached) 

  Good afternoon, I inform you that I have already contacted the manufacturer and they asked me for some documents that I already sent them on Friday, December 15, 2023. They informed me that they were going to prioritize my case and that they would make a decision within 10 business days. I’ve already done my part; I just need to be informed what they’re going to do. Thank you.

   

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/19/2023

  Great to hear that they are expediting the process! Let me know if there is anything else we can do!

  Customer Answer

  Date: 12/21/2023

  On December 19th, the Volkswagen corporation contacted me indicating that they received my email with the documents they asked for, which were the payment history and the letter of debt. Mrs. **** of the corporation informed me that by this Friday December 22, she will contact me to notify me of the decision on what they will do with my case.

  Customer Answer

  Date: 12/21/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  On December 19th, the Volkswagen corporation contacted me indicating that they received my email with the documents they asked for, which were the payment history and the letter of ****** **** **** of the corporation informed me that by this Friday December 22, she will contact me to notify me of the decision on what they will do with my case.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/22/2023

  Le me know what Mrs **** says today.

  Customer Answer

  Date: 01/03/2024

  Good afternoon,

   

  Happy New year I will tell you that in these days I received 2 correspondences. One was from the Lemon Law Arbitration Program and the other is a certified letter that I sent to the corporation and signed as a receipt. Attached to this email is evidence of what I received in the mail. I also tell you that the Volkswagen corporation contacted me on December 22 at 5:12PM to inform me that they will take 10 days to make a decision if they buy my vehicle back. To this day I have not received any further news of my case. (See Attached )

  Customer Answer

  Date: 01/03/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  Good afternoon,

   

  Happy New year I will tell you that in these days I received 2 correspondences. One was from the Lemon Law Arbitration Program and the other is a certified letter that I sent to the corporation and signed as a receipt. Attached to this email is evidence of what I received in the mail. I also tell you that the Volkswagen corporation contacted me on December 22 at 5:12PM to inform me that they will take 10 days to make a decision if they buy my vehicle back. To this day I have not received any further news of my case. (See Attached) 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 01/05/2024

   

   

  I do not accept the offer I receive from ***** *,

  Good morning, I am writing this email to notify you that on January 3, 2024, I received an email from the VW corporation with an offer to buy back my vehicle since it is damaged and has been in the dealership for about 5 months waiting for a part called Turbo that has not arrived. I wanted to let you know that I don’t agree with the offer you sent me. I also want to clarify that the corporation sent me a check for $7,000.00 which I accepted several months ago but they offered me that amount for me to accept my vehicle in the condition it was in before a new light came on. I accepted but my vehicle had another problem that was not the one it had at the beginning. First my vehicle had problems that turned on a light called check engine and I was several times taking my vehicle to be repaired, it is because of that situation that they offered me the money. Now the situation is different. My vehicle started to turn on another light called EPC and since it started with that problem is that I find myself without any vehicle since they have not been able to repair it and already in several days it will be 5 months that I have been without my car. I just want them to pay off my entire vehicle loan. I have never failed to pay my monthly payments. My vehicle came out of the factory bad Thank you and I hope you can help me. (See Attached Letters) 

   

   

  Business Response

  Date: 01/05/2024

  Mrs. *******

   

  When it comes to anything regarding buying back the car(lemon law), you have to speak to Volkswagen of North America. I don't have any say with what value or compensation they give you. 

• Initial Complaint

  Date:07/05/2023

  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 bought a used car 17 days ago at 14 days of purchase I contacted the dealer because the car started throwing low oil pressure on the dash and check engine light. I was advised by the used car sales manager that I would need good luck trying to prove the car had any issues or codes or light on at their lot. I took the car to a Buick dealer to have the car looked at and was advised the car I just purchased for 9 thousand dollars needed an engine and possible transmission. I called Volkswagen back and talked to the general manager and was advice this is what happens when you buy a used car with high mileage. Now I have a car that I paid for and was told it was a good car now needs major repairs just after 14 days having having it. I asked for the car to be fixed not a brand new car. This is not fair to sell a car with major defects and not offer anyway to help your customer

  Business Response

  Date: 07/06/2023

  BBB

   

  On June 15th, 2023 Mrs. ***** purchased a 2010 Enclave with 184k miles on it. Prior to her purchase, this vehicle had a safety inspection performed here at Volkswagen of Gainesville with no engine issues at that time. 

  Mrs. ***** was offered extended warranty from the finance department since the vehicle didn't come with any warranty but she declined the extended warranty option. 

   

   

  Business Response

  Date: 07/17/2023

  Attached is a copy of the form that you signed declining the warranty and all other products offered at the time of purchase

  Customer Answer

  Date: 07/17/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: I never declined the warranty, and I have text messages to the lady who selling me though he was going to sell me the warranty and never once was it declined and I can take screenshots and send that over this dealer is lyingand has yet to send me my copies of the paperwork that I signed by their delivery guy

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:05/17/2023

  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 traded in my car they “paid” it off but added it to my loan which basically they got my car for free and i received a loss

  Business Response

  Date: 05/18/2023

  ******** and BBB Team,

   

  When ******** purchased the 2023 ****** from VW of Gainesville she traded a 2016 ****** with a payoff of $5,691.04. Her vehicle was appraised for $6,000. $6,000 was applied to the bottom line but you have to add the payoff into the bottom line as well. 

  If ******** would like me to sit down and explain how the buyers order reads off, I would be happy too. 

   

  Thanks, 

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

  Genera* *******

• Initial Complaint

  Date:09/21/2022

  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.

  I purchased a used vehicle on May 27, 2022.
  The carfacts WAS disclosed to me, which I appreciate.
  However, there was aftermarket work done on the car that was NOT disclosed. This means that it is not covered under the warranty that I PURCHASED. I had to replace headlamps which cost $742.
  
  Additionally, when I went to speak to the Service department about this, the man I talked to was rude, condescending and very unhelpful.
  
  I wroter a Google review. The dealership responded on Google, but refused to contact me to discuss the matter.
  
  Thank you for your help in this matter.

  Business Response

  Date: 09/21/2022

  *******,

   

  I tried reaching out to you this morning. 

  We do put all of our Used Car's through a Used Car Inspection and occasionally they will have aftermarket parts. During these inspections, as long as these parts aren't causing safety concerns, the vehicle will be sold with those aftermarket parts on unless it is being sold Certified Pre-Owned. This vehicle's mileage didn't qualify to be sold as a Certified Pre-Owned.

  The 2017 Sportwagen was advertised as a preowned car being sold AS-IS with no dealer warranty. 

   

  Please call me and I would love to try and answer any questions you have.

   

  Thanks 

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

  General Manager

  Volkswagen of Gainesville

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

  Business Response

  Date: 09/28/2022

  I would be more than happy to call earlier than Monday if you prefer 

  Customer Answer

  Date: 09/29/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  I am awaiting Daniel's phone call on Monday at 9am. 

  
  
  

  Regards,

  
  

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