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:06/12/2024

  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.

  I bought a previously owned vehicle on June 3rd, 2024. While driving home, I noticed there was a defect in one of the buttons used to control the head-unit. I reported this immediately to the salesperson (***) and he said the dealership would have their internal person look at the switch. I drove to the dealer on the 4th to drop off a key and show the defect to the salesperson. He again said to come back next week and have the vehicle checked by their person. I took the car to a ***** delaer on 6/7/4 to have them see if the defect was broken under their warranty. They said it was "foreign interference" and not eligible for repair under warranty. Food had gotten into the crevasse/unit.I drove back to the ** dealer a third time on 6/11/24 and spoke with a Assistant manager (*****). I gave him all the ***** documents and a quote to repair the car (appx $800). I offered to pay for half the repair to lessen their burden. He said the *************** would call me. ***** never called. After several more attempts, I finally spoke with ***** on 6/12/24. He said to bring the car in again. This is a scam; on two separate occasions, I brought the car in and no one looked at it and they deflected my requests for help. They have no intention of fixing the issue. The issue was present before I took delivery. I even offered to pay for half of the projected repair (as quoted by a ***** dealer) and to be transparent, gave all documents to the ** leadership team.They have taken advantage of me. They have lied about making an effort to look at/repair the car. They are acting in bad faith. I have no recourse except to make this complaint.I only ask they pay for half of the repair at ***** facility (appx $350).

  Business Response

  Date: 06/27/2024

  We did offer to have him bring the vehicle back and we would look at it and if broken we would fix/replace it.  He brought it in and we looked at it and it was working.  Then I guess he went to ***** and he brought us back an Invoice with no detail and hand written $800.  At this time our used tech was off as it was later in the day but he could bring it back to us and he was mad to have to make another trip.  We are happy to fix/replace it and he needs to call and set-up an appointment so our used vehicle specialist can take a look and fix/replace if needed.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21841233
  
  I am rejecting this response because you directly lied about the "part being fixed." That is a flat out lie. That can be confirmed by asking your salesperson and looking at his text messages from the moment I drove off the lot.  Please tell the truth, as I have done so.  I have attached screenshots of the conversation for transparency.

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

  This link is a video from the techs at Mazda.  That directly demonstrates that the part was not fixed and you delivered it defective.

  In terms of the handwritten $800 figure on the estimate, that was handwritten by the professionals at Classic Mazda.

   

  And I did return on two occasions to have your local used tech look at the vehicle to fix it. And on both occasions, he was not there. On the third occasion, I do not believe that he would be there again, as you have consistently lied. 

   

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

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair 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.

  This car dealer purchased the car dealer David **** VW who was the owner at the time of the original purchase. A car was sold to my partner in 2015 at which time we was provided a clean carfax report by the dealer. Upon going to sell this car a previous accident is now reported on the carfax report. The car was owned by that dealer at the time of the supposed second accident and sold to my partner the next month as accident free.I called the dealer to try to find out what really happened to determine if ****** had a mistake. The dealer would not provide me any information and became disgruntled that I was looking for records and subsequently hung up on **** believe that they falsified information at the time of sale by either providing a false carfax report or reporting the accident after the sale (even though they would know about the accident at the time of the sale since they had owned it the entire time).

• Initial Complaint

  Date:03/13/2024

  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 did a bunch of research to find somewhere to take a car I recently purchased for diagnostic tests for some lights that are on on the dashboard. On this companys website, it says you can bring your car for free disgnostic at no charge to you! No fine print, no asterisk. So I made an appointment and drive all the way out there today. Just to be told that its $189.00 and Id have to do TWO! And the free diagnostic is only for cars having service done already, My issues are these:1. I was told that we have to pay the techs time. But if thats the case, WHY doesnt it say that on the website?2. Why is there no price listed? Why did I have to waste my time and gas on this?3. How am I to know theres a charge when your site says there isnt and Autozone does free diagnostics for anyone anytime! I assumed it was the same.I would like to get the diagnostic tests needed for my car by VW honoring what it says on their own website!!

  Business Response

  Date: 03/14/2024

  We don't charge the diagnostics fee if the repair is completed at the store. 

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair 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.

  I am writing a complaint about Brett who sold me a 2022 Tiguan sel rline. I have our correspondence in writing, and what my car invoice was and additional equipment was suppose to be installed. On 3/22/23 I noticed when I was about to add wheel options that the tires that came with this car were mismatched according to Vehicle safety THE NATIONAL SAFETY ADMINISTRATION agency( which I filed a complaint “never mix different tires especially on awd vehicles” Brett was suppose to have my 2 front windows tinted to match the rear windows NEVER DONE. Brett was suppose to add 4 mud guards NEVER DONE. Brett was suppose to professionally install a bug deflector NEVER DONE. Car window sticker said Ventilated seats which is a $2,000 cost built into the sticker VW ORLANDO GAVE ONLY A $200. Credit even though there are buttons to activate vented seats. Brett on 3/22/23 cleverly deleted all our emails, text messages foolishly not realizing I already made copies all a coverup. Brett told me his GM Randy D. Authorized him not to install the add one I requested. Brett charged me $1600 destination charge for a vehicle sitting on lot. I have submitted a written incident report to NHSA The VW of America corporate office, Wells Fargo as they finance vehicles from VW OF ORLANDO NORTH. I have contacted a Managing Partner of this dealership. I have reviewed this dealership on social media sights I am in the process of filing a lawsuit against Brett & others who scammed me on this sale. You may ask what took so long? I knew I was going to get screwed as most of us do but when I learned about the safety factor of selling a vehicle with mismatched tires that becomes criminal and civil libel Brett is a sketchy person at the least and he will be held accountable. The NHSA said all tires can be identified to the exact dealer. So this will get interesting. Any resolve will begin with VW of America and VW of Orlando North and the NHSA Both Brett and because he implicated GM Randy. both men should be fired immediately. The BBB HAS A COMPLAINT ALSO. Please do not take my complaint lightly I will pursue this all the way to Washington DC. I was scammed! …

• Initial Complaint

  Date:03/02/2023

  Type:Billing 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 ******* ***** WANT TO REPORT VOLKSWAGEN ORLANDO NORTH FOR DECEIT AND FRAUD OF A CONTRACT FOR THE PURCHASE OF A 2023 VOLKSWAGEN ATLAS SUV ACQUIRED ON FEBRUARY 18, 2023. THAT CAR WAS ALREADY RETURNED SINCE THEY ARE WANTING TO SCAM ME FOR THE AMOUNT OF $63,000 DOLLARS CAR THAT IS NOT WORTH IT AND ITS SAME PRICE IS MORE THAN IT IS WORTH, I WAS PRESSURED TO SIGN A DECEPTIVE CONTRACT AND THEY KNOWING THAT I DO NOT UNDERSTAND ENGLISH WELL, BESIDES INCLUDING FEES FOR EXTRA GUARANTEE SERVICES THAT I DID NOT REQUEST WITHOUT MY AUTHORIZATION THE MANAGER KNEW VERY WELL THE THEFT AND FRAUD OF THAT CONTRACT AND NOW THEY THREATEN TO HURT MY CREDIT FOR A CAR NOT IN MY POSSESSION THAT WAS RETURNED TO THE DEALER. THIS DEBT WITH THE BANK IS NOT MINE. I HAVE NOT DONE A BUSINESS WITH THE BANK OR MADE THE FIRST PAYMENT. THIS CAR DOES NOT BELONG TO ME AND I THINK OF TAKING LEGAL ACTIONS AGAINST THE DEALERSHIP

  Business Response

  Date: 03/02/2023

  The customer (wife) came in twice to look at this car and then made the purchase on the second visit.  She contacted us to come in and purchase the vehicle.  She contact her husband while purchasing and was here for many hour discussing everything with her husband.  They then decided they didn't want the vehicle a week later.  The husband started calling claiming language barrier etc and that we should not have sold his wife a vehicle without him present.  We explained that she had the right to make the purchase.  They then proceeded to drop the car off in the service drive and just dropped the keys off in the lock box.

  Customer Answer

  Date: 03/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Wow what a lie in first place I had never gone to the dealership in person the first time, until the second time, I was always dealing with a salesperson by phone and my husband has never gone with me to the dealership because he is out of Florida who was with me that day was my son who has 17 years old, who is a minor, what a lie, and adding to me without permission warranty products that I did not ask for, he never asked me, he just assumed but anyway, the manager never explained to me that I was going to end up paying $63,000 for a basic SUV, I already arranged directly with the seller who has been dealing with me from the beginning, but I have the worst experience with this kind of company what they have and service just lies I took the suv back since I don't have time to be fighting with people who are not worth it and are shameless liars and I am a busy woman who has to travel but I would never do business again or recommend to no one with that kind of people
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/29/2022

  Type:Product 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 had a car repair that was done by them (VW North) an oil change, which caused my engine to destroy itself they left a seal leaking. I then brought the vehicle back to them and they told me I needed a new engine (it ran without oil) They proceeded to qoute me astronomical prices for a replacement engine. I aquired my own engine and asked if they could install the engine. They said yes. and qouted me a price, after much delay, they delivered my vehicle to me and overcharged the qouted price they stated. To put insult over injury they crashed my car at the dealership when they delivered it to me.

  Business Response

  Date: 01/18/2023

  This customer had a 10k done here back in December of 2021 with ****** miles and then came in November of 2022 with ****** miles complaining of warning lights on the dash leading to us recommending an engine replacement. They say in the BBB case we left some seal loose that caused the loss of oil but if you look at the Carfax attached you can see where they had the oil changed 05/31/2022 at ****** miles in ***** at Vw of North ***** so it seems they have their facts confused IF there was an oil leak that caused the engine to fail! I would think it is also possible this vehicle may have been consuming oil as it is a turbo model and  not keeping your oil level full can lead to problems also but again I do not have all the details. I would include that the vehicle had multiple faults present that indicating internal engine concerns and it appears they are also present in the past when they visited the dealer in *****. Im not sure why or when the customer is referencing the oil leak as I did not see any notes about us saying this. 

• Initial Complaint

  Date:11/30/2022

  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.

  I am just filing this complaint because I have just discovered the fraud and the is no statue of limitation on discovery of fraud.I recently discovered fraud that Orlando VW North committed against me, they were formerly known as David Maus Volkswagen North. I am also aware that there is no statue of limitations on discovery of fraud. I put a down payment of $10,000 down and after looking at my contract, I gave them $10,000 and that money was just added to the amount that was financed, so I paid it 2 times. As you can see in the federal truth in lending disclosure, in the last box, the total amount that was paid for the car was $45,851.68 which included that moneys that were given to Orlando Volkswagen North in the amount of $10,000. I have since paid off the loan on my car but I am due a refund of the $10,000 that was paid to Orlando VW North formerly known as David Maus Volkswagen North. I made a $4,000 payment on my credit card and gave a $6,000 cashiers check. I have the receipts for both amounts. I am seeking to get the $10,000 back from Orlando VW North formerly known as David Maus Volkswagen North. I am a senior citizen on social security and this has injured me and I need that money back as I am on a fixed income. I need your help to inform this, I have sent letters to the dealership, the ** and the companies registered agent and I have yet to receive any communication back from them. I am hoping that you can assist me in becoming whole

• Initial Complaint

  Date:10/19/2022

  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 took my 21 Jetta VW with 20K miles to get serviced for an oil change as I made an online appointment through the website.My appointment was for an oil change as I was in my 20k mile point, . My vehicle only has 20k miles, and I went to my appointment at 2:30pm on 10/15/22 at VW ORL NORTH. I understand that it is a Saturday, but I still have an appointment as any other customer as well as I am paying for this out of my money. I also understand that I only made my appointment for an oil change but the bare minimum you can do is at least check what my check engine light is on for, he claims he did not have enough time but he did have enough time to charge me to rotate my wheels in which I declined. I understand that I came at 2:30pm but I did have an appointment, and my vehicle had a check engine light on AFTER I made my appointment originally. . I at least check it for me or offer to leave my vehicle. He never offered me to leave my vehicle, which I would have no issue with leaving my car. I left the dealership with an oil change yet very unsatisfied with the poor customer service I received.
  
  I received an email from the Service manager at this VW NORTH with a survey about my service at their location, and I did leave a poor review, as it is how I felt. I then called the service manager Kenneth K****** to explain how I was unsatisfied with the service. I called him very upset and instead of him apologizing and trying to fix the issue, he began to excuse the fact that my vehicle only had an appointment for an oil change, & that he only has a few techs to do the vehicle servicing. I have the right to have my vehicle serviced or at least checked regardless at what time I make my appointment, do not make appointments available at 2:30pm if you are unable to provide FULL customer service. I was very upset at his response and then he began raising his voice at me. He became very defensive when I let him know that I was recording at that I was going to speak to cooperate
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/21) */
  ***** ***** booked an oil change with us for Saturday at 2:30pm. She showed up at 2:53 and added that she needed us to check her check engine light. Saturdays are our busiest days but we would try. 1 Hour later ***** was checking on the status we have changed the oil and we offered to let her keep her car there and we would get it checked if not Saturday on Monday. She left upset and didn't want to take that option or make appointment to check the engine light. Next time she should schedule the oil change with checking the check engine light as we need different checks for diagnostics vs quick oil change.

• Initial Complaint

  Date:10/10/2022

  Type:Product 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.

  After charging me 1,240.00 dollars the car wasn't fix i took it there cause my car wasn't taking gas, when i got it back i took the car to put gas on it and the car wasn't taking Gas so i took it back to the dealership and now they want me to pay 2,800.00 to get my car fix
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 8, 2022/10/28) */
  This customer was told that he needed a charcoal canister and a fuel tank before we ever touched his vehicle, we tried to just do the charcoal canister first in order to try to save this customer some money. Unfortunately this charcoal canister did not fix it by itself so now it does need the fuel tank, once again I personally told him he would need the fuel tank before anything was done and we just tried to save him some money by only doing the canister to begin with. The customer also was aware that he caused this issue by filling up the tank too far, one of his friends actually is the one that told him what he was doing could cause the car problems which is something he told me when I was talking to him about the fuel tank and the canister.
  
  Hope this answers any questions about his claim, if not just reach out to me for more info..
  
  
  Consumer Response /* (3000, 11, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They know whats going on with this cars this have nothing to do with over filling the tank this is a common problem on this GTi actually twon of your sales guys told me that you can also find this on the recall of the 2015 and the 2016 they knew from the beginning what was the problem but they decided to go for something else to charge me more money at the end now they don't want to respond for not fixing my car and charging me 1,240.00 on top of that they want to charge me 2,400 on top of that for a new tank wich they knew was the problem from the beginning i took the car somewhere elese and they only charge me 1,300 including the new tank, the mechanic told me that the car need a new tank not a canister like they said

• Initial Complaint

  Date:08/25/2022

  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 purchased my VW in January of 2021 and have had issues with the service department at both North and South Orlando. I originally purchased my 2018 Atlas in January 2022. I switched dealerships in hopes of being treated properly. I currently have my car at Volkswagen South at 1050 Lee Rd Orlando. I brought my car in April due to sensor issues and my AC not working. They told me my AC was fine. It was not It has been not working on and off continuously. I finally missed work and brought back there yesterday. They stated there is a slow leak but they are unable to diagnose where. I requested to have the AC repaired as it is under warranty. They are refusing stating they cannot find the leak and therefore cannot repair it. I spoke to the service lead Mark then to the service manager Mr. K******. When I asked to speak to the warranty manager Mike he stated I cannot speak with him. I was told to call corporate as they will not fix without corporate approving. I called corporate and I am unable to get through to anyone.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Kenny the service manager explained that the slow leak couldn't be detected by the AC machine. They tried numerous times. Phase 2 now was to add oil and dye to the AC machine and bring it back after some time before the warranty was up to recheck with the dye. This was all explained to the customer and this is the plan.