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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a vehicle worth about $9,000 for over $16,000. I put $1,500 down and somehow still ended up owing over $16,000 to the bank. The car's transmission slips and bucks constantly and the brakes grind, but then I brought it to them they told me I was imagining it. All I want is a refund, I just bought it a little over 5 months ago and I feel like I was taken advantage of because I am a young female that attempted to purchase a car without a man present. Not to mention I asked them to only send my credit to one bank at a time and then I got letters in the mail stating they ran it to over 3 banks at once without telling me.
Business response
10/30/2023
We are disappointed to see this complaint. ***** (as well as her boyfriend and father) were in contact with our dealership for close to 10 months prior to purchasing this vehicle. We exchanged over 150 texts, emails, and phone calls during this period while addressing every question and concern. We even offered to cancel the deal when her father berated our sales team over a spare key but she called to apologize and confirm that she wanted to move forward with the purchase. At no point was she treated any differently than any of our other male or female customers.
Since receiving the compliant through BBB, we reached out to attempt to address the transmission concern. Our service team drove the vehicle in the exact manner she suggested to replicate the issue, including driving it to the same street she recommended, but the issue hasnt presented itself during multiple attempts. Our service manager and shop ******* offered to perform a test drive with her to replicate the issue but she decline and picked up her vehicle after hours. We are happy to continue to attempt to duplicate the issue.
Regarding her pricing comment, the used car market has been fluctuating wildly for the past three years. Dealers pay market value to acquire vehicles and then charge market value to sell them. The vehicle was competitively priced at the time of purchase. There is no process for refunding a registered vehicle due to buyers remorse months later.Initial Complaint
02/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 28,2021 I traded my 2016 Jetta for a 2018 Jetta. This business didnt go over my contract so I took their word but had to pay $421/month 2 mos later I was driving in pouring rain and the right blade broke apart and left deep rubber **** on front windshield I had to buy a wiper when I got to ** but tried to get my windshield replaced or fixed by Coastal Volkswagon back in Mass and they said I would have to leave it that way and had no working horn. When I surrendered the vehicle in *******, ** they checked my contract and told me Coastal Volkswagen charged me $7643.00 for my warranties without telling me which made my payment so high and left me surrendering the car and getting bad credit. Im still very upset about this dealershipBusiness response
02/25/2022
Dear ****** -
We are confused by your complaint with the BBB. You purchased a pre-owned 2018 Jetta from Coastal Volkswagen on 4/28/21, without purchasing an extended warranty. All expenses associated with the transaction were clearly explained and outlined in the purchase documents. The vehicle passed the state inspection test upon your taking possession of it, meeting or exceeding all requirements for a safe vehicle in MA. You subsequently returned to Coastal VW for an oil and filter change on 7/26/21. There was no mention of any wiper or horn issue during that visit.
From your complaint, it appears that sometime in September of 2021, you experienced a broken wiper blade, which is a maintenance item and not covered under warranty. Coastal Volkswagen wouldnt not be involved in the replacement of a windshield for this issue as it is an insurance transaction. It is not clear who told you there was an extended warranty associated with your vehicle purchase. It also uncertain as to whom the vehicle was surrendered in ************* (or when) but Coastal Volkswagen would have no involvement in non-payment of your vehicle loan or any surrendering of the vehicle.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.