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:02/03/2025

  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.

  They sold me a broken car that I wouldn't have known what the issue was. A fairly new vehicle 2019 with ******* miles. It broke down 2 months after owning it. With the cost of the car and now repairs it's going to cost me 25k. I fully believe they knew this car had these problems and sold it anyway knowing it was going to be the cost of the next buyer to consume. It's a travesty and has ruined my financial position that I've worked so hard building up my credit and now wasting my lives savings.

  Business Response

  Date: 02/04/2025

  ** ******** bought the car on October 14, 2024.  At that time, he was offered an extended warranty for his car that had ******* miles on it.  He declined to extend his coverage.  When ** ******** brought the vehicle in on 1/22/25, he informed us that the transmission warning came on his vehicle and informed him to pull over and not drive the car.  He continued to drive the vehicle in to the dealership.  His transmission does now need replaced and we are attempting to source him a used one.  It has been over three months since ** ******** purchased the car and he has put 6000 miles on it.  He declined any extra coverage, and we have still worked with him.  We are trying to find him the best price available on a used transmission.  We believe we have done everything reasonable on our end and will still help with finding the transmission for repairs that we can. 

• Initial Complaint

  Date:12/19/2024

  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.

  Bought a ****** legacy from this dealership in this past summer, July 2024. We have had to fix various issues. But now our airbag light has been going on and off for the last few months. After taking into a dealership they said the airbags were tampered with and do not work. We are unable to drive car safely with airbags malfunctioned. Also, there was a recall on the car we did not know about. The dealer told us no recalls.

  Business Response

  Date: 01/01/2025

  To whom this may concern,

  We have spoken with ***** ****** and already came to a reconcilable agreement.  The car was purchased AS-IS with over 100K miles.  The complaint was brought to our attention after four months of ownership.  We spoke to Ms. ****** and agreed to participate with half of the cost off the service ticket.  She has spoken with myself and **** ******, Sales Manager, on several occasions.  We have also spoken to the the service department at ************* in ********

• Initial Complaint

  Date:09/06/2024

  Type:Sales and Advertising 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 want to share my troubling experience with **** **** Volkswagen to warn fellow consumers. I purchased two vehicles from them, both of which turned out to be problematic. The first car, supposedly a certified pre-owned vehicle, exhibited engine issues shortly after the purchase, leaving my family stranded during a drivean alarming situation that should never happen. When I later discovered that numerous codes had been cleared from the vehicle without my knowledge, it became clear that the dealership was not transparent about the car's ************ second vehicle was equally disappointing, revealing $2,000 worth of hidden damage that the Carfax report failed to disclose. Since bringing these issues to their attention, the dealership has ceased all communication, leaving me feeling trapped and frustrated.

• Initial Complaint

  Date:07/10/2024

  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 began the process of cancelling my VW Drivesafe Warranty back on April 10, 2024. I received confirmation that my warranty was cancelled and the refund amount confirmed on April 12, 2024. After waiting the required 6-8 weeks, I then starting reaching out to *********** Finance to confirm, I was told the payment was never received. I then reached out to ***************** Finance and was told by ******* the request from VW was never received by their office. I provided a copy of all documents filed by me and the confirmations from the warranty company. I remained understanding and willing to wait as ******* expedited my refund. After no follow up, I reached out again. ******* stated the refund was sent to the lender on June 17. I have attempted to follow up with Finance and the General Manager. The lender has not received and I am no longer receiving correspondence from *****************. It has now been almost 90 days from the original confirmation and *********** Finance has not received payment. From: ***************************** <*****************************> Sent: Friday, April 12, 2024 4:54 PM To: ******************************* <**************************************>Subject: Re: ******************************* 2017 VW JETTA.CUSTOMER AGREEMENT CANCELLATION REQUEST [#*******] Good Afternoon,Thank you for contacting the **** Cancellations Department!Your cancellation request has been completed. The refund quote is: $1,235.62 Please allow approximately 6 to 8 weeks for your refund to be processed. Please be advised, the Selling Dealer is responsible to issue the Customer Refund.Contact the F&I office at your selling dealership for any/all refund inquiries.If there is a balance owed to your Financial Institution the refund will be applied to your principal balance. If you have any additional questions or concerns, we would be happy to assist. Regards,**** ******************** ******************************************************************** Dealers: **************** Customers: ****************

  Customer Answer

  Date: 07/11/2024

  Good Morning *******!
  
  I tried reaching you by phone yesterday afternoon but was only able to leave a voicemail.  I looked into the cancellation and did receive word that we had received the funds from VW Direct.  These funds are typically held for a period of time until the lender publishes our monthly statement so we can ensure that they were not the ones who initiated the request (for example, in the event of a total loss).  Our accounting office has issued the funds (check #*****) in the amount of $1235.62 and sent to ********** last yesterday. These funds should be received within a few days at which time they should be reflected on your account.
  
  If there is anything else that I can assist with, please feel free to reach out!
  
  Kind Regards,
  
  *************************
  Sales Manager
  
  
  
  Andy Mohr Volkswagen of Avon
  ******************************************************
  o: *************
  c: *************
  **********************

  Business Response

  Date: 07/15/2024

  Good Morning *******!
  
  I tried reaching you by phone yesterday afternoon but was only able to leave a voicemail.  I looked into the cancellation and did receive word that we had received the funds from VW Direct.  These funds are typically held for a period of time until the lender publishes our monthly statement so we can ensure that they were not the ones who initiated the request (for example, in the event of a total loss).  Our accounting office has issued the funds (check #*****) in the amount of $1235.62 and sent to ********** last yesterday.  These funds should be received within a few days at which time they should be reflected on your account.
  
  If there is anything else that I can assist with, please feel free to reach out!
  
  Kind Regards,
  
  *************************
  Sales Manager
  
  
  
  Andy Mohr Volkswagen of Avon
  8791 E US Hwy 36
  Avon, IN 46123
  o: *************
  c: *************
  **********************

  Customer Answer

  Date: 07/17/2024

  After connecting with **** from ***************** on 7/11/24, I reached out to my lender *********** Finance on 7/16/24 and was told the check/refund has not been received. I have been advised to reach out once more on 7/23/24 to confirm receipt of the refund. As this is not the first time the dealership confirmed sending the refund to my lender, I do not consider this complaint closed. I will be happy to confirm once *********** has receipt of the check #*****. 

  Customer Answer

  Date: 07/19/2024

  I submitted the email reply from **** at ***************** as part of the record and assume they have never responded directly to the BBB inquiry. The email from **** in Sales was unfortunately not the first time I was told the refund was issued. ******* in Finance stated the refund was sent to my lender the week of June 17, 2024. This has not been settled as the payment has not been confirmed by my lender. *********** Finance has advised to try back 7/23/24. I will be happy to follow up once the receipt of payment has been confirmed by ***********. 

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I submitted the email reply from **** at ***************** as part of the record and assume they have never responded directly to the BBB inquiry. The email from **** in Sales was unfortunately not the first time I was told the refund was issued. ******* in Finance stated the refund was sent to my lender the week of June 17, 2024. This has not been settled as the payment has not been confirmed by my lender. *********** Finance has advised to try back 7/23/24. I will be happy to follow up once the receipt of payment has been confirmed by ***********. 
  
  Regards,
  
  *******************************

  
  

  Business Response

  Date: 07/24/2024

  We have received the funds from VWFS.  The amount that we were given was $1235.62.  The money was given to us on May 3, 2024.  We have not released the funds because we have been waiting for a lien release from ****** or paperwork from VWFS to tell us why the account was cancelled so we know where to send the money. If the loan on the car was not settled with ****** we will send the money to them so they can determine what to do with it.  When we get direction we will send the money accordingly. 

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:02/19/2023

  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 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

  Date: 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

  Date:10/07/2022

  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 **** 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

  Date: 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.