ComplaintsforAndy Mohr Volkswagen of Avon

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my Volkswagen Atlas in 2020, but the car has given me trouble since day one. On the day I drove it off the lot, the trunk wouldn't close because of a computer issue. They fixed it, but soon after, I had to return the car for the same issue. Even after the first issue was fixed, I noticed that the car windows would start moving up or down on their own without me pressing any buttons. To make matters worse, my car would stop in the middle of traffic, including the highway, and shift itself into park. This was dangerous and almost caused an accident, and this all happened within the first three months of purchasing the car.The dealership provided me with a loaner car and informed me that a computer part had to be ordered from *******. It took over seven months for the part to arrive, during which time I made all my payments without fail. Once the part arrived, they installed it, and I got my car back. However, within a few months, the same issues returned. At this point, *****, the sales manager, spoke to his manager, and they suggested that I switch to a 2022 Volkswagen Atlas. I had to pay the difference, but I agreed. However, even with the 2022 model, I continue to experience issues with the car's automatic features, including the windshield and, most recently, the tires.During my most recent visit with my husband and two children (Feb 18, 2022), we experienced several issues with the dealership. When we tried to address our concerns with the manager, he instructed his employee to call 911, even though we were not being disruptive or aggressive. This resulted in the police being called and showing up, despite there being no legitimate reason for their presence. This was a distressing situation for my family, particularly as I am pregnant. I am working on obtaining the police report and will send all the previous paperwork regarding my car situation.

  Business response

  02/22/2023

  Customer came in on Saturday with an issue to their drivers side front tire.  Upon inspection, we found a s**** in the side wall of the tire.  We informed the customer that it was not repairable and customer became upset.  The customer requested a record of previous work, which showed we replaced the rear tires. We offered to put on the spare and order them a new tire.  She called her husband and then returned to the desk She then stated her husband was on the way and we could deal with him. 
  

  The husband appeared an hour later and started to be aggressive to my service advisor and cursed at her repeatedly.  Another employee then came to get me to get involved with the occurrence.  I walked up to the customer and told them that I was going to inspect the vehicle myself and to give me a few minutes.  I then inspected the tire and saw a s**** in the sidewall of the Atlas. I informed the customer a patch job would not be an option due to safety concerns.  He then accused us of putting bad tires on the car and said it was our issue. We went over the warranty and he was informed if was out of warranty and became very agitated.  He started cursing and was told we were going to put the spare on they could leave.  They then got even angrier and would not let us get a word in.  I witnessed two customers get up and leave because they were uncomfortable with the situation.I then asked that the police be called. 
  

  The officers arrived and I went to my office so they could talk to the customer.  They came to me and asked what I wanted them to do.  I told them all I wanted was the situation to deescalate.  When the customers calmed down the officers asked if I wanted to talk to them.  I said yes and the wife had left with her kids at this point.  The husband said he didnt want to pay $300 for a tire.  I told him since he has been a good customer I would try and help him out.  I offered to put a $300 tire on for cost.  He said he appreciated it and we shook hands.  We then gave him a loaner since it was going to be two days out on the tire.  He said thanks again and we shook hands one more time. I thought the situation was over. 
  
  As for the previous service records on this unit, they are stated below. 
  
  4/20/22 Vehicle towed in with two blown tires from hitting a pothole.  Replaced two tires $592.72
  11/16/22 Vehicle came in with a left driver rear puncture. Replace for $30
  11/30/22 Same tire leaking.  Resealed the bead of the tire.  No cost
  12/1/22 Vehicle came in with the same leak.  We repatched.  No cost
  1/9/23 Routine 20K inspection.  No charge.
  Last week Came in with a frozen front wiper arm due to weather (wiper arm was frozen when tried operate and broke the wiper transmission).  Fixed on the spot at no cost.
  2/18/23 Came in with a puncture to side wall of driver's front tire.  Replaced at 1/2 price.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my **** Volkswagon Cabrio to the **** dealership to have some work done on the front end and the coolant system as well. A few weeks later I received an email letting me know that my car was ready, when I arrived I talked to *************************** who said it wasn't ready and that the "rule of thumb is that you don't come to pick it up unless I call to tell you its ready", I then asked why I got an email telling me to come then and he said it wasn't ready so I left. I got a call a couple days later from him to come get it which I did. The car was dirty like it was sitting in a dusty area and I needed to wash it, also the inside was dirty as well and I find that quite unprofessional. I had my son come from Lafayette to Monrovia to drive me to pick it up the second time. The first time my neighbor assisted me in getting to the dealership, just to find out the car wasn't even ready. Less then 6 hours after parking it in my garage, I noticed a puddle of coolant leaking. I called the company, they sent a tow truck to take it back to be repaired. I'm moving to South Carolina and the car is scheduled to be picked up and taken there on the 14th. I'm hoping this is resolved by then, I've had awful customer service, I've waited almost a month and still no resolution. I've also spent over $3,000, I've made total of three trips, which has led to this complaint.

  Business response

  10/26/2022

  Thank you for bringing this complaint to our attention.  ******************** is a very good customer and we feel that we went above and beyond in order to help him.  The vehicle he brought us no longer had the parts that we needed to fix it.  There were no manufacturer, or after market parts made for it any more.  We closed the ticket internally, since the part was not available, and it closed the ticket, sending an email to the customer that his car was done.  That was a poor part of communication between us, our system and the customer.  We created an alternative method to get the car up and working for *********************  When he took the car home, yes a puddle of coolant did develop.  We did cover the tow and paid for all additional parts/labor that were needed to fix a hose that became loose.  We do apologize for any inconvenience that *** have occurred, but do feel we handled everything professionally and promptly to help overcome all problems that happened with the customer and the vehicle. 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase an extended warranty from ***************** Volkswagen for a 2008 *** **** in which I paid cash for on February 20 of 2021. I was misled by the dealership as to what the extended warranty covered and have asked for a refund on the remaining amount due. I sent it through the warranty company which sent it to ***************** it has been a month and I have not heard from them every time I try to call and leave a message no one answers and no one returned my call. I would like my prorated amount of money back on the unused portion of the extended warranty.

  Business response

  07/26/2022

  **************** contacted ** today and informed us that she canceled her warranty through the warranty company Century.  She cancelled the warranty on July 5, 2022.  We told her today that it typically takes 30 to 60 days to get the refund.  We got the check today from the warranty company and we will process the ******** check at once. This has been handled in a timely manner and we will overnight a check to her tomorrow morning. 

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