ComplaintsforO'Steen Volkswagen

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I inquired about buying a car here and found a great deal. Price was fair and it was advertised with Free Delivery to my location. So I jumped at it. After going through financing and other paperwork, I was told that they would need $800 to deliver to my location and that they can not honor the advertisement. This is completely false advertising and the only thing managers could say was "I don't know why the website says that."

  Business response

  06/26/2023

  I am told that we honored the advertisement prior to receiving the complaint. It was a mistake on the 3rd party website but we still honored it. All should be resolved and customer taken care of. Thank you

  Customer response

  06/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***** *****

   

• Initial Complaint

  01/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased/financed a 2017 Honda Pilot in november 2022 and I still havent received the registration. They provided one temporary plate a week after it had expired once the current one expired on 12/28, they have yet to provide another. All calls and emails get no response.

  Business response

  01/23/2023

  I am very sorry for the lack of communication and delay. I have confirmed with office that everything will be completed today. Very sorry for inconvenience. Please feel free to reach out me with any  additional questions.          

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought vehicle in for service in March to have a regular maintenance performed. Was also advised spark plugs and 4wd service was needed and carbon cleaning. I always perform all recommended services and have always brought it here. On way home after service cel came on and bad oil leak. Brought it back. Said prob the spark plug gap and to return and schedule to adjust its ok to drive. Scheduled and brought back in. Car was in shop for almost 4 months. was told not plug gap, plugs were wallowing out (after 2 weeks) and needed timing chain and guides to fix misfire issue. Approved for 1295 OTD which included everything and front brakes up to this point. After done vehicle wouldn't run. They couldn't figure it out and replaced multiple parts, low side pump, injectors, and high pressure pump. Took almost 4 months for repair. Picked vehicle up, engine is now ticking badly Like low on oil and misfiring. Cel on. Brakes not done and oil leaking worst than before. What did I pay for!?!?

  Business response

  09/03/2021

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

   

       On April 19^th, 2021, you dropped off your 2016 Golf R with our service advisor ***** *******. You asked for the check engine light to be investigated and for an oil change to be performed. You requested that **** ***** (technician) work on your car as **** had been a longtime acquaintance.

       As **** checked the basics, he found the plugs worn and gapped incorrectly to match the APR tune. He also found the oil separator to be defective. You authorized the work. Having worked yourself as a service advisor for many years, you have a good understanding of the workings of a car.

       **** then resealed a leaking oil level sensor in conjunction with the oil change so as not to duplicate any labor time. When starting the engine, it was evident that the timing chain was rattling. Again, you authorized the replacement of that chain. The failure of the timing chain could have seriously damaged the engine.

       Upon test driving your car, the engine stalled due to the failure of the low-pressure fuel pump. Once the pump was replaced, the engine’s #2 & 3 cylinders were misfiring. **** contacted VW engineering for guidance. He was advised to perform a procedure that brought to light the fact that injectors #2 & 3 were leaking. You authorized their replacement. Once installed, the fuel pressure was retested and found to be dropping too fast according VW specifications. Finally, the high-pressure fuel pump was replaced as per your authorization and stopped the fuel pressure drop. Considering the chain of fuel related defective parts, it is very likely that the high-pressure fuel pump released metal particles throughout the system.

       It needs to be mentioned that the engine in your car is tuned and highly modified making it more sensitive to any changes in the fuel and ignition systems.

       **** did not bill the regular time for these repairs, but just a fraction of it.

       As for the brakes, the wrong pads were shipped twice. Your car is equipped with larger than original calipers that require special pads.

       We provided you with a courtesy car at no charge to you during the time your car was in our care.

       The last item that needs attention is the turbo release valve. Unfortunately, VW does not sell that valve separately from the turbo making it a very expensive repair with very little effect on the way the engine runs. You decided against replacing that part and that part is triggering the check engine light to stay on.

        The repairs that we performed are covered by a 12 month or 12,000-mile warranty at any VW dealership in the US. We would gladly recheck any of those repairs.

   

  Respectfully,

   

  Business response

  09/03/2021

  Dear Sir or Madame,

   

  Please see attached MSWord document for response.

   

  Sincerely,

  Osteen Automotive Group

  Customer response

  09/04/2021

  [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:

  First, regardless of my occupation I am still a client of your dealership who has been going there since I've owned this vehicle. Please do not make assumptions on what I know or not. What I do know is how to keep in contact with clients and not surprise them with a 3000 dollar bill at the end. 

  The oil change was not performed (see photos) I also saved the oil for you as well. Oil was flooded with fuel and black.

  The spark plugs (which you say were incorrectly gapped) were done at Your location 2 weeks prior. Yet you charged me for that repair as well. And they were changed 15k miles prior to that. 

  The replacement of the oil level sensor seal never happened either (see photos) it was glossed up with black rtv silicone. Also the entire oil pan was leaking (which was damaged - see photos) it was cracked at the oil drain plug (and sealed there with silicone as well).

  I was told the timing chain was to correct the check engine light and the misfire (which I was originally told was the plugs) not for a noise. Although NOW - since the repairs the engine is ticking loudly - which it was not doing prior to the repair.  I originally thought it was due to low oil considering after I picked the vehicle up there was oil all over my driveway.

  And the check engine light is still on. Yes I was informed what it was as a "by the way" after the vehicle was considered complete then informed it is not something that could be fixed at your dealership. But in addition to the check engine light being on - engine still feels like it is missing and skipping (my original concern) and now it is also ticking. So more concerns than I came in with. 

  And while the vehicle was in the care of your dealership and after the timing chain was replaced at your recommendation - suddenly it wouldn't start and basically needs a whole new fuel system. Multiple parts were thrown at the vehicle starting with the low side fuel pump, injectors then...the high pressure pump. Which was the concern all along. I'd never had any fuel issues or problems,  yet that suddenly happens while there. No signals of failure. And the vehicle has an APR tune only, no engine modifications. And the tune was completed by volkswagen.  Your dealership put the last tune into it. 

  So none of my concerns were remedied. And we were informed my fiance is mechanically able, that he do the needed repairs for the check engine light. Yet low and behold we see after he looks all the work done by your facility improperly if at all. 

  I went in for 3 things-

  Oil leak - was not fixed and leaking worst then when I brought it in. Damaged oil pan as well as silicone instead of replacement gasket.

  Check engine light due to misfires- charged AGAIN for spark plugs after they were just done.  Then a timing chain for the mis - and NOW the engine is ticking and still missing. Obviously that wasn't the problem. Or you never changed the plugs. The injectors all still look original. I'll get to that momentarily. The seal and oil change were obviously not done. So that probably wasn't either. 

  Brakes - which we completed ourselves. 

  But I also had a bunch of stuff "fail" while it was in your care and you could not figure out what was wrong and threw parts at it trying to fix it. 

  While we were going over the vehicle I also sent the service director Multiple messages. All with no reply. 

   

  Oh and lastly - the airbox was not even connected and the front cowl induction connectors were all broken as well. Just the cherry on top. Please see all attached photos. 

   

  
  

  Regards,

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

*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. ↩