Complaints

This profile includes complaints for Patrick Volkswagen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Patrick Volkswagen

  519 Washington St Auburn, MA 01501-2703

• 

  Patrick Volkswagen

  3 Elm Street Shrewsbury, MA 01545-5205

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:08/26/2024

  Type:Sales and Advertising 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.

  My car was undrivable after hitting a curb (June 2024) so I had it towed to Patrick Volkswagen in ******, my dealership. They called me to tell me it was going to be ~$2k to fix because they had to order a part. I agreed over the phone that it was okay to spend $2k to order a part for my car. The next day they called and said it needed another part for $3.5k. I had them stop because it was too expensive and asked for the car to be appraised as is. I was offered $12k for my final edition 2019 Beetle convertible and agreed to sell it. I was not aware I was still expected to pay $2k for the initial part I agreed to, and they started calling me 2 weeks after the car sale was complete to ask for the money. It is no longer my car, and it was never made clear to me that I would still owe them. I also would not have agreed to sell my car for $12k if I knew I would still owe the dealership $2k. I called Volkswagen corporate to ask for help with the issue, but I am still receiving calls and texts from the dealership, and I don't think it is fair that I have to pay them to fix a car I don't own. I never signed anything agreeing for any work to be done, and I was told $2k would fix my car, not that I would still have to sell it to them and pay for the part.

  Business Response

  Date: 09/12/2024

  ***** dropped her Beetle off for service.  They originally did $2,000 worth of work to the car which ***** approved.  Upon further review the service technician discovered that it would need an additional $3,000 worth of repairs.  
  
  From there the ***** was notified and she instructed us not to do the repairs.  
  
  She then reached out to the sales department to see what we would buy the car for so she could just get out of the Beetle and move on to something else. 
  
  We did an appraisal on her car and assessed the body damage,condition, and added the $3,000 repair order into the estimate.  
  
  We then reached out to ***** and gave her a value on what we would buy the car for.  She accepted.
  
  She came in to do some paperwork and we explained to her how we came up with the value.  It was damages and $3,000 of shop work.  We told her whatever bill was due in service still needed to be taken care of.  We never added the $2,000 of the original shop work into the estimate of the value of her car.  
  
  Service reached out to her to have the bill paid for and she said she thought it was part of selling transaction.  
  
  We then reached out to ***** and explained again that it was never included in the value of her Beetle and was a separate transaction between her and the service department.  We explained to her that if I was going to take care of the bill in service that I would have offered her $2,000 less than what we gave her.  She said "she must have misunderstood" but accepted that it still needed to be paid.  
  
  Service reached out a few more time and she still hasn't paid the bill.  

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22188111
  
  I am rejecting this response because: After I sold my car I wasnt notified until 2 weeks later the car was no longer mine that there was a bill that needed to be settled. I did not know I was expected to pay this amount. I would not have sold it for $12,000 if I knew I would still owe $2,000. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/13/2024

  The client was made aware of the breakdown of the transaction from the beginning.

  When we contacted her after the fact and re explained she stated she did remember and would close out the bill with service.

  Now that is no longer the case.

  Thank you

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22188111
  
  I am rejecting this response because: I never signed anything agreeing to service. I should have been given $10,000 instead of $12,000 if I still owed money. This was a very confusing interaction but I do not have the money to pay for a car that is no longer mine. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/24/2024

  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 took my vehicle in for brake service and a state inspection, and interior detailing. Appointment was made more than a month in advance. When I brought it in for service, dealership wanted me to leave the vehicle overnight. I told them I needed my car the next day for work. When I got my car back, my radio did not sound the same as when I brought it in. The cargo mat was also old, bending and floppy, and had scratches underneath and was worn-out looking.... where as my cargo mat was brand new and was never removed from the car even once in the past. The radio sounds muffled and the equalizers no longer work. At first I thought the speakers were completely different, but they sounded fine with my handsfree phone. There is now something wrong with my radio.... it is full of static even with local radio stations and the equalizer does not work. The Service Manager was supposed to call me back after we spoke and he never did. The Service Manager told me he would have the Finance department call me back about my warranty on the vehicle because I have a very good warranty . Neither called me back and both have never returned my calls or emails. Very Upset. I want my radio back.

  Business Response

  Date: 08/26/2024

  Hi, My name is Chris C***** I am the Fixed Operations Director for the Motor group. This was handled by the Manager Theo at the time this all transpired. We have to be upfront in saying we have never heard of anything as ridiculous as this. This customer did come in and sit with **** in regard to the radio issue and it was found she had her ******** on which in turn will make the radio staticky if out of range of a HD signal. She accused us of stealing a radio out of her car.  We have 30 cameras here and theft is 100% not tolerated at all. Anyone who steals from anyone here would be fired and they are all well aware of this. No one is risking their job by taking a radio. Not to mention did we just find a random radio that just happened to fit in this exact same model car.  Absolutely not. This is a false allegation and frankly unheard of in my 36 years in this business. The mats in her car are the mats that were there when it got dropped off.  The service Manager spoke to her multiple times and to say they did not speak is again false and not a true statement as the customer came here and sat with him in person.  This customer may want to consider a different VW dealership for her future needs. We will sit back and be accused of stealing and having to answer to such a false allegation.     

  Customer Answer

  Date: 09/08/2024

  The Patrick Motor dealership is absolutely lying. The Ultra High Definition setting WAS NOT the reason for the radio distortion and the radio was unchanged by turning this setting on and off. This is an excuse. 
  
  1) My vehicle service was scheduled 1 month in advance. It was for a brake replacement on all four tires, oil change and inspection. I also asked for detailing, There was also a recall on the trim panel. 
  
  2) When I brought the car in at 0830, they wanted me to leave the car overnight. This did not make sense as the brake replacement could be done in 4 hours.
  
  3) At the end of the day, they were insisting I leave my car overnight, but I told them I needed my car for work the next day.
  
  4) When I went to pick up my car, they charged me $60.00 for the recall and the work was never done. The replacement part was sitting on the passenger seat. The carpet was also dry even thought they said they performed a interior detailing with rug cleaning.
  
  5) When I turned on my radio, the sound was distorted and the radio sounded completely different. I drive interstate all of the time and I use my car radio all of the time. I explained to the Service Manager **** that I was 100% positive that the radio had been altered. Whether the speakers were blown out or the radio was damaged or swapped out, I did not know. I also got a notification from ************ that my plan had been changed. Mt spare tire was also loose laying in the back when I picked up my car (stereo code is located on the tire). 
  
  6) When I went back to Patrick, they performed some kind of diagnostic and said it was the *** digital setting in the radio. But after turning this setting on and off -  it did nothing and did not correct the new distortion of the radio sound.
  
  7) The technician who worked on my car owned the exact same make and model car as mine. HE TOLD ME THIS. HE TOLD ME THAT HE DID NOT GET MY CAR UNTIL 13:00 AND HE WAS TOLD TO HAVE ALL OF THE WORK DONE IN 2 HOURS, AND HE WAS TOLD THE REPAIRS NEEDED TO BE COMPLETED BY 15:00. SO PATRICK WHO IS SUPPOSED TO BE A DEALERSHIP WHO CARES ABOUT PROVIDING EXCEPTIONAL SERVICE TO THEIR CUSTOMERS...... ONLY ALLOWED THE TECHNICIAN 2-HOURS TO PERFORM A STATE INSPECTION, REMOVAL AND REPLACEMENT OF 4 ROTORS AND BRAKES, AN OIL CHANGE, AND THE RECALL. THIS IS PATHETIC. SUPPOSEDLY, MY VEHICLE SAT AT THE DEALERSHIP FOR 5 HOURS WITHOUT ANY WORK BEING DONE.  
  
  8) Patrick also took my vehicle without my permission and brought it to another service (which I still do not know who it is) to perform the detailing of my car. I never authorized anyone outside of Patrick Volkswagen to do work on my car. Patrick VW should have let me know they were driving my vehicle to another shop. I would like to know who this other service station is as they cou;d be responsible for the radio issue. This detailing shop did the cleaning of my rugs, although when I received the car, the rugs were dry. It is also possible that a technician in this other location maximized the volume on my radio and damaged my speakers. 
  
  Patrick Volkswagen should be ashamed of themselves. I thought I was going to be able to talk to the technician about the questions I left in the car for the technician, about my inspection and the work on my car. Instead, this dealership alloted 2 hours to do 6 hours of work, didn't even do some of the work (left a part in the seat...and charged me $60.00 for it), left my spare tire unsecured in the back, and destroyed my stereo. The nerve of them to think OI would not notice the radio is completely different is appauling. I can't even listen to my radio on trips because the sound is muffled and distorted. Patrick Volkswagen is the one in the wrong, not me. They either damaged or swapped my radio, or the subcontractor that they drove my vehicle either damaged or swapped my radio - and they should just be honest and admit their mistake. 
  
  *************************
  
  
  
  

  Business Response

  Date: 09/09/2024

  I show this case closed on the 2nd. What is the status here please???  Thanks *****

• Initial Complaint

  Date:04/07/2023

  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.

  Ive had an issue with the Tire pressure light on and a slow leak in my tire. Ive replaced all 4 tires, with VW and paid alot of money. The tire pressure light has been on since purchasing the vehicle almost 2 years ago. I mentioned it and I was ignored. I feel I was sold a car with a defective issue with the tire pressure sensor. I just want it fixed properly. Ive left several poor reviews after it was fixed and they ignored them. Ive very frustrated .

  Business Response

  Date: 04/14/2023

  After reviewing the R/O and service history. This car has only been in once for this issue. No leaks were found at the time of inspection (miles 31648) (06/10/22). I have also checked the history and there was no pervious tire TPMS lights or issues. I have attached the original R/O ,which the customer was not charged. We are more than willing to has the vehicle brought in help this customer.

   

  Thank you

  Theo P

  Service manager Patrick Volkswagen

  Customer Answer

  Date: 04/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I spoke to them several times on phone. This has persisted since the day I bought the car. I want the car fixed and the light turned off . I want the tire pressure leak to be fixed once and for all . My lawyer has been contacted . This company sold me the car and made mistakes on bill of sale and contacted me to pay them 1,000$ they FOrgot To charge me after they signed the paperwork . They are scammers and sold me a car with a tire pressure issue . 
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 04/25/2023

  We are willing to help this customer, but they are not will to get the help. We have sent you the information you requested with the RO's attached. There is nothing we can do if the car doesn't come back. Thank you.

• Initial Complaint

  Date:11/14/2022

  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.

  Had my car repaired at the place. Needed an air bag part. They couldnt locate the part but I found and supplied it to them. They charged me for the part well over $300. Also , they charged me again for a reinspection of the car. There is not supposed to be a charge for a retest. I have emailed and called with zero response. Service manager said he would handle then I never heard from him.

  Business Response

  Date: 12/06/2022

  We apologize for the delay with customer payment, Check should have been sent out 7/22/22 and was not. On follow up with our office check was sent out today #*******. I dis speak to customer on 12/1/22 to let him know.