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:08/23/2023

  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.

  Sorry about that confusion this was a dealer issue.   West springfield fathers and sun is the dealer I was talking
  

  Customer Answer

  Date: 08/23/2023

  I brought my daughters 2012 Jetta to west springfield fathers and sons Volkswagen dealer. I had a ecp and a engine light on. They serviced it as they said they would and cleaned checked or repaired the issue. I was happy she was happy but to my surprise the same light came back on in a few hours of driving. I thought no problem im sure they will check it and find out what’s going on. As I talked to the service technician or person handling the issue she told me that it was separate issue. I said how is it a separate issue I paid 1300 dollars it’s the same light same problem. As she drove she almost had a collision because in mid traffic the car wouldn’t go over 5 miles per hour. I’m just confused how is it a separate issue. And now they want me to pay 1700 dollars to fix the issue again. But like she said it’s a separate issue which it’s clearly the same issue that they didn’t fix properly.

  

  Business Response

  Date: 08/28/2023

  Mr. Johnson brought his 2012 Jetta to our workshop having a complaint of an EPC light. It was revealed that the throttle body assembly needed to be cleaned as per a published VW repair tech tip. Additionally, a new G71 MAP sensor needed to be installed. 20 days later and 620 miles later, the vehicle had the EPC light reappear. New codes appeared within the vehicle different than prior. It was revealed that the throttle body had failed. The first repair was completed following a tech tip published by VW and required the replacement of a MAP sensor. The secondary complaint, although related to the throttle body revealed different codes and also became apparent after the vehicle went through many drive cycles and the first set of problems (map sensor replacement) and cleaning as advised took place. No repair deviation or poor workmanship had occurred. Please see attached the repair orders between both visits. 

• Initial Complaint

  Date:05/10/2023

  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.

  A couple months ago I gladly paid $200 diagnostic proactively for a check engine light that I was concerned with fail my inspection. I was given a whole list of things that should be fixed but told that none of them would be a problem for my inspection. I requested that none of the work be done at the moment and I would be back after getting a good inspection sticker.Today I went for my inspection and failed for exactly what I took my car in for.I came back and spoke to Angela who informed me that I would have to do the same diagnostic all over again since it could be a different issue (same exact codes two months later).When I said I wasn't paying for a diagnostic for the same exact issue that wasn't fixed last time and probably wouldn't be fixed this time she tacked on to the conversation that I had previously declined replacing a dust cover wish had gone missing after some work they had done on my turbo.According to her, this dust cover could also trigger these codes related to DPF and since I declined said work they would not waive the diagnostic. I reminded her that the mechanic had previously said why this cover should be replaced and that it was not related to these codes - personally, I think they should replace the cover since it went missing while the car was in their possession, but I have never pressed this issue.At this point she changed her tone and put a lot of emphasis on that they would absorb the diagnostic fee into any repairs tho they still would not wave the diagnostic fee. I asked if they would also be willing to absorb the last diagnostic fee as well and was told that it was for an unrelated issue so they could not.They said if it was a problem I should just bring it back and they would get to the bottom of it. So that's what I did once I had proof that it was a problem and suddenly apparently we have a whole new story.  Either refund all of my money plus the time and inspection costs, fix the issue at your expense, or replace the car.

  Customer Answer

  Date: 05/10/2023

  BBB spoke directly with the consumer to clarify his desired resolution.  He advised he is seeking a refund of the initial $200 diagnostic fee and for the business to perform another diagnosis at no charge to identify the issue as he had been assured during the first diagnostic that there were no issues that would cause the vehicle to fail inspection.

  

  Business Response

  Date: 05/12/2023

  The original turbo repair with regards to the complaint regarding the cover took place in March of 2020 and with mileage of 151,981 miles. The vehicle was not yet seen again for a check-engine light diagnosis until February 2023 and with mileage of  200,416 miles, thus nearly three years later from the original repair and 48,435 miles later. In addition, it should be noted that the vehicle now has over 200,000 miles. The clients vehicle in February of 2023 upon diagnosis yielded numerous codes present in addition to a snorkel cover missing. The customer declined repairs and indicated that he would be repairing the vehicle himself. Due to the time difference and mileage variance of repair, the two repair and/or diagnoses cannot be associated with one another. the dealership was additionally never notified shortly after the repair in March of 2020 if a component was missing after repair.