ComplaintsforJennings Volkswagen, Inc.

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November I bought a car, lexus es 250, from this dealership for 37k. They only gave me one key and when I asked for the second key the sales manager *********************** said it only came with one key and that the car was sold as is. I have the advertisement for the car stating it comes with 2 keys. I tried to contact *********************** and also *************************************,the general sales manager, to ask them again to cover the cost of getting a second key but emails and phone calls have not been returned.

  

  Business response

  01/17/2024

  In November you visited our store on two separate occasions to purchase the Lexus ES 250 we had for sale. After negotiating with you on the selling price, and the rate from the bank, we secured you a much lower selling price on the vehicle and a better rate for the purchase. We sold you the vehicle with the understanding that it was not certified, and an as-is vehicle,did not come with any items missing from when it was new, and that the negotiated selling price was because it was not certified with these things. We previously spoke after the purchase of the vehicle and I informed you that I could not facilitate purchasing of replacement keys, owners manual, or other accessories as it would have changed the final negotiated price of the vehicle that we agreed on.

  Customer response

  01/18/2024

   
  Complaint: 21140321
  
  I am rejecting this response because:
  You have not addressed the fact that it was advertised as coming with two keys. 
  Sincerely,
  
  ***************************

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 Volkswagen Jetta in August of 2022. I have had to take the vehicle back four times in the month of December 2022 for mechanical errors. That of which they continue to fail to resolve. The car remains at the dealer and they now have ordered a wire and received the wrong part. They failed to provide a loaner vehicle and have stated it is my responsibility to acquire a rental vehicle.

  

  Business response

  01/13/2023

  To whom it may concern, 

  
  This vehicle was purchased at a different dealership in no relations to Jennings Volkswagen. The first time we saw the vehicle was on Dec 1st to diagnose faults related to the vehicles steering wheel. A new steering wheel was ordered, and the vehicle was released to customer on the same day. The new steering arrived later in the month and customer returned on Dec 20th to have part installed the same day. Customer left with vehicle and came back the next day with engine light and EPC light back on. At this time technician found faults related to engine oil pressure valve. Parts were ordered and vehicle was released to customer. On Jan 10th the customer returned to have oil pressure valve replaced and the repair was done the same day. Shortly after the customer picked up the vehicle, the engine light and EPC light came back on. The same fault returned, technician contacted manufacturer per protocol and was advised to perform a wiring repair to address vehicle faults on the same day the customer returned.  
  

  Parts had to be ordered and dealership was not able to provide a loaner due to age restrictions of the driver of the vehicle. Providing transportation is not a requirement of any warranty repair. On Jan 11th, the wrong wiring parts came in and at that time the dealership provided a rental vehicle to mother of driver to work around age restriction. Correct wiring parts arrived on Jan 12th and repairs were made. A 78 mile test drive was performed to assure no additional repairs were needed. The customer came to pick up vehicle on Jan 13th. 
  

  In total, the vehicle was in the shop for 6 days. 3 repairs were performed, 2 of which were related. All repairs were completed under warranty and approved by manufacture. A vehicle needing multiple repairs in a short period of time can be common. 
  
  Please advise if any additional information is needed from Jennings Volkswagen. 
  Thank you, 
  Ado Ljubijankic
  Service Director
  Jennings Volkswagen 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Volkswagen Tiguan on July 12, 2022. After signing off on the deal *** driving off in my newly purchased vehicle, before even exiting the lot, I found an issue (windows wld not let done o driver and passenger right windows, also the speakers were not functioning properly). After having my vehicle at the dealership from date of purchase until July 22, 2022 after FINALLY picking up vehicle, I was informed that another part was needed for the speakers (part needed is on back order, no estimated del timeframe) so my speaker issue was half completed. Then I notoced heavy wind siunds coming from front of vehicle while driving (day of pick up). I called dealership and informed them of this issue on 7/22. On 7/23/22 I noticed more issues.... rattle and squeaking sounds when hitting bumps in road, light grinding when braking, still hear wind blowing imside car while driving (windows all up) . Ive emailed and called this dealership numerous times and my vehicle still isnt fixed. I have PROOF of all email contact with dealer. Also they did not sanitize nor clean my vehicle during purchass. This was all done by me. They offered me a reimbursement check for the cost of detailing on 7/26, as of today I still have not received the reimbursement check.

  

  Business response

  08/19/2022

  On July 12th ************** visited Jennings Volkswagen and purchased a preowned Tiguan with **. Upon the purchase she noted some items of interest on the vehicle such as window operation and speaker noise. We gave her a loaner vehicle free of charge while we diagnosed and ordered replacement parts for her Tiguan. She was informed that the part for the speaker was on back order and once available we would remedy the issue. All work being done is under warranty at no cost to her. After picking up her vehicle she contacted us regarding the detailing which was performed not being to her liking, as well as a few items she wanted us to look at. She was issued a reimbursement check through **** which she deposited into her account on the 8th of August, and since bringing the vehicle back to us, was given another rental free of charge to her. ********************* our service manager has been in regular contact with her as well as VW corporate to expedite the delivery of the remaining part needed to fix her speakers, and we have remedied the concerns she had after driving the vehicle for a few weeks. Unfortunately, service is limited in the timeliness they can address and remedy the speakers because the part shortage we are experiencing.
  
  ***********************
  Jennings Volkswagen
  Sales Manager
  **********
  
  

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday 4/26/22 around 4PM, I went to Jennings Volkswagen to have oil change done on my car. I waited in the waiting room and when I got my car back around 5PM, I noticed that the front of the hood had chipped paint. I am pretty sure it was not like that when I left my house and nothing unusual happened during my 30-min trip to the dealership, so I asked them for an explanation. The manager (*********************************) told me the paint was "bubbled" due to aging, and it was already chipped when I took the car in. He then showed me photos of the damage that he claimed taken before they serviced my car. It was very strange because during my 10+ years of using their service, if they examine my car and find pre-existing damages, they always give me a sketch paper with the damaged area circled before I go into the waiting room. This time, I had never seen those photos until after I found out about the damage. I asked to see the time stamp of those photos, the manager exploded and said I was being "absurd" to accuse them lying. I insisted and he finally showed me the time stamp which was 3:26PM? This is even before my arrival. I was so confused and the manager just walked away. I went into the office and tried to ask for more help, he did nothing but making a big dramatic show regarding how I hurt his feelings, and he gave me such a hard time when I was trying to ask for his name/card. The fact is: this is not about him nor his feelings, this is about the damage on my car, and I deserve an explanation why the damage photos were not presented to me before I went into the waiting room. Also, they could have checked their surveillance videos to see exactly what happened after I went into the waiting room, and during the period when they examined my car and took the photos. Unfortunately the manger did not offer any help like that.

  

  Business response

  04/28/2022

  To whom it may concern, 
  

  The guest arrived at our dealership right before 4PM for an oil change. Photos of the vehicle were taken at exactly 3:59PM. I have attached a screen shot of the photo of the customers 2011 Volkswagen Routan showing the paint chip right above the ** logo on the hood of the vehicle. If you look at the top/middle of the photo you an see it reads a time stamp "Tuesday 3:59PM". 
  The customer mentioned that we give her a paper copy of the walk around of the vehicle but we updated our walk around of a vehicle to digital photos almost 3 years ago. This is the customer's 3rd visit since digital photos have been taken. I have also attached a copy of the customer's repair order showing the invoice was generated at exactly 3:59PM; right after the photos were taken. This can be seen towards the top left corner of the invoice under "R.O. OPENED";it is stamped with a time and date as I mentioned. 
  

  After the vehicle was serviced and brought back into the service drive, the customer asked me to look at the paint chip. I noticed around the chip there was bubbling of the *********** is not surprising to see on a 12 year old vehicle.This was pointed out to the guest and they acknowledged the bubbling. I could see the customer was still not satisfied with that answer so I told her we take photos of the vehicle prior to service to document any damage on the vehicle. I showed the customer the photos of her vehicle that showed the pre-existing paint chip.

  She acknowledged the paint chip on the photo.
  At this point the guest questioned when the photos were taken. This left me puzzled and I asked the guest "So you believe that we caused the bubbling and paint chip and then took photos after the fact to cover it up?". The customer said yes.  I pulled up the pictures again to show a time stamp of 3:59PM which the customer acknowledged. I am not sure why the guest states the time stamp said "3:26PM" when it clearly shows it was 3:59PM AND the guest acknowledged it said 3:59PM. Needless to say, it would have been impossible for us to take pictures of their car at 3:26PM when they did not arrive until 3:59PM. 
  
  At this point, the guest was still questioning how and when the paint chip occurred. I informed the customer that it could not be disputed that the paint chip was present at the time of the vehicles arrival. At no time during the customer visit did I raise my voice or use inappropriate language like the guest stated. 
  

  The guest is asking why these photos were not presented to her prior to the vehicle being serviced.....that is because these photos are only taken for documentation and **************** is not part of our process to go over each photo with our guests. The customer did not request to see any surveillance videos while they were here. Proof was already provided with the time stamped photos. 
  Thank you for your time.
  Adnan Ljubijankic                                                                                              
  Service Director
  Jennings Volkswagen 

   

  *UNABLE TO ATTACH PHOTO AND RO. WILL SENT ON SEPARATE EMAIL 

  Customer response

  04/28/2022

   
  Complaint: 17114966
  
  I am rejecting this response because: I asked to see the surveillance video and the business did not provide any. The business also avoided to answer if they had checked the surveillance video. If its difficult to attach it here I can make an appointment to come in. The time stamp on the photo doesnt prove the damage was pre-existing because it was taken after I left the vehicle and went into the waiting room. The damage could happen when they examined the vehicle. I did not request to see the surveillance video when I was at the business because the manager was so defensive and condescending, it took me several trys to just get his name, I did not believe that he could be of any further help. A person doesnt need to raise his voice to be rude and condescending. I call it when I see it, he can spin it whatever to make himself comfortable. The age of my vehicle is irrelevant, I take care of my car very well. The paint peeling was so obvious, I would have noticed it if it were pre-existing. 
  
  Sincerely,
  
  ***************

  

  Business response

  05/05/2022

  After contacting our IT support I was able to retrieve the video surveillance from the day of the customer's visit. I attempted to attach the video to this email but unfortunately the file is too big to attach. As the guest had mentioned, if she would like to stop by the dealership I would be more than happy to show her the surveillance video that shows the photos were taken of the vehicle as the guest walked away from the vehicle and proceeded into our waiting area. I can be reached at ************. I am available everyday between 8:00-5:00 except Wednesdays and Sundays. I look forward to hearing from the guest. 

  Customer response

  05/10/2022

   
  Complaint: 17114966
  
  I am rejecting this response because: I really appreciate the business' cooperation and effort to retrieve the surveillance video. However, after doing some research online, and talking to a knowledgeable body shop owner, I learned that the chipped paint was caused by galvanic corrosion, i.e. when two dissimilar metals (in this case, the steel at the hinge, and the aluminum hood) come into contact with each other, electrolysis causing the edge to fail (paint bubbling, chipped paint along the edge of the hood). Sanding/repainting that area will not solve the problem. The aluminum hood should be replaced. This is a known manufacturing defect issue and the business should have offered me help, since my vehicle was purchased in August 2011, and is still under the coverage of Volkswagen's 12-year warranty for corrosion. My car only got 70k miles on it, and is in excellent condition except for this corrosion issue. It has served my family well. We really like to keep it for as long as possible. It is my hope that the business will reach out to the manufacturer for a warranty claim to replace the hood. 

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

  

  Business response

  05/12/2022

  The Volkswagen corrosion warranty on a 2011 Volkswagen Routan is for only 5 years. Which means it expired in August of 2016. 

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had absolute worst experience with Jennings Service dept.After having a vehicle (VW Tiguan 2021) just a few months the *** and engine light turned on. First time we serviced our vehicle in dealership were it was purchased. Unfortunately, warning lights were on again and we decided to take it to Jennings service. I dropped off vehicle and they called same day saying its fixed and good to go. On the way home the engine light went back on. We made appointment for 3rd time for same issue. Theyve provided GMC loner.We experienced poor communication regarding service updates. They kept calling even if I said I prefer email updates; when I called back or emailed them, they were so delayed with updates. Final update was replacing of engine.On top of everything weve noticed someone else was driving vehicle for several times without consulting us. I understand that car has to be driven by tech for test drive but that many times, overnight and more than 20miles away?!Plus, After 30days we picked up vehicle which was pretty dirty(inside&outside). Their excuse was bad weather condition which I still dont understand and doesnt make any sense not to clean after having many people working on it, during this pandemic going on.We had to pullover after 7miles when we started smelling gasoline and noticed warning lights on.Had to wait 4hrs for towing because we couldnt start engine again. That was 4th time having vehicle in service for few days. After picking up, we noticed that car was out of alignment and had to schedule another (5th) appointment.This situation has been extremely stressful and not pleasant at all. Obviously we ended up getting Lemon car which put us in financial straits. Looks like they didnt care for customers safety!! If people have an opportunity to avoid this service I would recommend it.

  

  Business response

  02/01/2022

  Tell us why here...VIN # *****************
  
  The 2021 VW Tiguan that was purchased at *********************************** on 05/28/21 was brought to Jennings Volkswagen for the first time on 11/24/21 for a Check Engine light (***) on. The misfire faults that were found to have caused the engine light were addressed by following a technical service bulletin (***) by adding a fuel additive to the gasoline. Repair was performed under warranty. Customer was advised to notify dealership if the light returned as the *** stated.
  On 11/29/21, the vehicle returned to Jennings with the *** back on and having acceleration issues. The customer was provided a rental vehicle that same day to the customer as a form of transportation while their vehicle is in the shop. Diagnostic was performed; fuel injector and associated harness were replaced under warranty. Following the repairs, the technician test drove the vehicle and the *** came back on. At this time, a Volkswagen Technical Assistance (VTA) case was opened to assist Jennings with further diagnosis. Following additional diagnosis steps, VTA instructed Jennings to replace the engine control module under warranty. Following repairs,the vehicle was taken on an extensive test drive and the *** came back on again. VTA case was escalated and Jennings was instructed to replace engine due to metal contaminants found in oil. Parts did not arrive until 12/25/21.
  On 12/31/21, engine replacement was completed under warranty. Customer picked up vehicle on 01/07/22 and called dealership shortly after the same day stating there was a fuel smell coming from vehicle.Customer contacted VW roadside assistance to have vehicle towed back to Jennings.Customer was provided with a rental vehicle that same day. Jennings found a fuel injector to be leaking fuel, repairs were made the same day. Customer picked up vehicle on 01/08/22.
  Customer returned on 01/15/22 to address an alignment concern. Alignment was adjusted to customers liking at no charge.
  

  The customer was provided with rental vehicle for the time that their vehicle was at Jennings Volkswagen at no charge to customer. All repairs were covered under warranty and at no charge to customer. Towing Service was provided at no charge to customer.

  A billing adjustment is not possible since all repair work, rentals, and towing were covered by Volkswagen of America. 

  Regarding the customers exchange request, Jennings understanding is the customer requested a Buy Back from ******************** of America. This request was processed directly by VW of ******* and the selling dealership (NOT Jennings VW). An offer was made to the customer. ********************** is unaware of the customers decision on Buy Back offer from Volkswagen of America. 

  Thank you. 

*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. ↩