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:12/28/2023

  Type:Service or Repair 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 am writing to report Volkswagen of America. Recently, my ID.4 electric vehicle entered service on 12/28/2023. I've called around to other dealerships in the area where I reside (*******, **) and they all report that due to a limited number of ID.4 technicians at their dealerships, service times of being in the shop are 2-3 weeks. The representative I spoke with on the phone said that this was a known issue with the company. I asked the dealerships about loaner vehicles or rental car assistance. I was told by multiple dealerships that there are no loaner vehicles and that they do not provide rental assistance either. I contacted Volkswagen of America customer care with the same result. I explained these are safety recalls for the vehicle and need to be performed and that the customer should receive some type of credit or assistance in locating a rental since these defects existed on the vehicle at time of purchase and this problem is further amplified for households with only one vehicle. I asked Volkswagen of America to provide some type of assistance with a rental or a credit, to which they refused and said they do not do that. As Volkswagen of America manages the partnership of the dealerships to their main office and has a responsibility to fix the vehicles in a timely manner, I have escalated the complaint to this office.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair 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.

  On September 6, 2023, at around 7 p.m., I was travelling down the interstate in ******* in my 2023 Volkswagen Cross Atlas Sport with my minor children. There was no rain, it was sunny, and there was no sign of any debris in the road or big trucks nearby. I was on my way home when I heard a loud blast and the sound of air entering the vehicle. The noise was similar to that of an explosion. Both my children and I were frightened by this sound. At this time, I'm panicking, trying to stay focused and safe on the road while also trying to locate the sound and make sure my children weren't injured. The air noise was ultimately identified as coming from the paramaniac sunroof. The following morning, I called Volkswagen of America and recounted what had transpired. The customer service representative provided me with a claim number and suggested that I schedule an appointment with my local Volkswagen to have it inspected and possibly repaired under warranty. I contacted the Volkswagen dealership where I acquired the vehicle and arranged an appointment for Monday, September 18th, their next available day. Prior to contacting Volkswagen of America, I looked online to see whether anyone else had encountered what I had, and I quickly discovered that this has been an ongoing problem with Volkswagen automobiles. I saw images of sunroofs that had this happen to them and read reports about different occurrences that were all similar to mine. On Tuesday, September 12th, I received an email from ************, Volkswagen region case manager, stating that she will follow up with me on my case on Wednesday. Today, September 13th, I received a phone call and text message from a Volkswagen of Clear Lake adviser informing me that the sunroof would not be covered under warranty. I called ************ early this morning and was told she would call me back before close of business. I still have not received a call, no reason for denial and remain without a vehicle. Claim #********.

• Initial Complaint

  Date:06/29/2023

  Type:Customer Service 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.

  The car (VIN *****************) I am driving has had a deadly recall for almost 6 months with no repair in sight. I spoke with ***** at VW on 6.27.23 and requested a stop drive action for a buy back. I was asked vy VW what repairs I had made on the car, and I explained the recall is deadly. I don't want to drive a car that will kill me, and Volkswagen is refusing to replace the car I am in. I am having serious electrical problems with my 2016 VW beetle. It has a deadly recall 69EM -Driver Frontal Airbag. The driver's side air bag inflator may explode due to propellant degradation occurring in long term exposure to high humidity and high temperatures resulting in serious injury or death (I can provide a copy of the recall). My battery gets overheated, and the light comes on every time I start my car and idle in my car at these record heat temperatures we are having in ***** and the car battery was replaced in December of 2022. I had electrical failure in my radio and Bluetooth and now because of this electrical failure, the backup camera used for backing up the car has been inoperable for over a year. My recall letter from VW *** reads 'Your safety and that of your passengers is our highest priority.' This is false, VW expects me to drive a car that can kill me and my passengers when they should be giving me a replacement car that won't kill me or my passengers. This is causing high amounts of stress in my life knowing not only can I die every time I drive this car, but I also can't have anyone ride in the car with me. I have already filed an investigation with The National Highway ***************************** as to why this recall does not have a resolution and why it is taking so long to repair. VW has refused to buy back this car that can cause death to me, and my passengers and I am demanding VW buy back my 2016 VW and replace it with a car that is not under any type of recall. I don't believe this is an unreasonable request.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair 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 am dissatisfied with the response from Volkswagen of America regarding my request for a buyback for me 2018 Tiguan that i purchased back in May of 2022. When I purchased this vehicle from VW I was told that this vehicle was certified pre-owned and that it has been checked and cleared for any defaults. Not even two months after owning the vehicle I had to take it in due to engine issues and side assist issues. I brought those into the dealer to be fixed. Recently I had to take my vehicle in due to transmission issues, infotainment system issues, the vehicle pulling to the right, the car lagging, the stop and go of the vehicle when I put my foot on the gas peddle, there is a rattling noise in the vehicle. I took the vehicle in and was informed that nothing was wrong with the vehicle and that they drove it and it was perfect. This was after they had the vehicle for over 24 hours. I picked up the vehicle and headed to work and sure enough, nothing was fixed or even looked at. They did not even drive the vehicle because if they did, they would have noticed how bad the transmission and everything is. I opened a claim with Volkswagen and the claims department told me they are going to push this through to ******************* for the process of a buyback because she believes that this vehicle should be bought back. I submitted all my paperwork on February 13, ******************************************************************************************** within 20 business days. While I wait for their response, the car has been getting worse. The car is now shaking when i hit the break peddle. Transmission is still shot, the infotainment system keeps cutting out, and the lagging is there and the rattling is still there. I called on the 21st day and was informed that they mailed out my letter. They sent it to the wrong address. I had to keep calling. They denied. After 28 days of waiting. They said to go through warranty. This car is unsafe to drive. Unacceptable.

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair 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.

  My 2013 Passat TDI had an issue with the heater not working anymore. VW had published that this is a common issue on that particular model and issued an extended warranty for cars that are less than 10 years old and have less than 120 miles on them (see first attachment). My car is meeting both of these requirements.I took it in to the Dealership in ************, **. They diagnosed the issue and confirmed that the heater core is broken and needs to be replaced. However, they let me know that VW will not cover this under the extended warranty and quoted me $1,200 for the repair. When asked why it is not covered under the warranty, they explained to me that the engine light has to come on, which is not mentioned in VW's official communication and quite frankly is a weird condition, especially when considering that the dealer already confirmed that the part has failed. I had to decline the repair for financial reasons and was left with having to pay the diagnosis fee of 219$ (which is waived in case of an actual repair).Given that VW has communicated a warranty extension for this specific part and given it has failed on my eligible car, I called VW ************* to explain my situation and get a better explanation why exactly VW will not cover the repair but to no avail.To resolve this matter, I would like to ask VW to issue a repair of the heater core on my car and re-imburse me for the diagnostics fee at the dealership.Thank you!

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair 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.

  HPFP Failure at ******* miles.Bought a used 2014 Jetta TDI less than 3 years ago and just had the High Pressure Fuel Pump go out at approximately ******* miles. Volkswagen denies any help under warranty to cover the repair (****** miles over). $6000+ repair cost for a car that I have only had for a couple years.Volkswagen knows that these pumps fail at lower mileage and is an expensive repair. Would not recommend this car to anyone, even after a $6000 repair, have heard of failures.Had my wife and 2 kids in the car and got stuck on the side of the road because of this. Worst car I have owned.Have had several other diesels that have gotten over ******* miles with no problems with the fuel system.I used to be a fan of Volkswagen/audi and have in the past recommend them to people.But this is the Last Volkswagen/Audi that me or anyone I know will ever buy.

• Initial Complaint

  Date:12/03/2022

  Type:Service or Repair 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.

  DO NOT BUY A VOLKSWAGEN! Even if you purchase a warranty!Just ****** all the different VW problems these cars have. Its all over the internet. Not just diesels. Brand new cars are having to be in the service department for months and months!!!! We have a 2015 Volkswagen Passat (TDI). We purchased this car only because it came with such a great warranty. We have paid a ridiculous amount of money regularly, to have it serviced at the dealership for oil changes, etc. Each visit cost at a minimum $200$400, $2000,$600 are just a few of the trips. We wanted this car to last us and we paid it off 3 years early as well. July 6, 2022, we took it to the dealership, for the first time,bc the check engine light was on and it kept losing coolant. They would fix it only for us to get it home and the check engine light would come back on. This has been nonstop until December 2022. Now theyre saying Volkswagen corporate would be calling us bc they dont know what else to do or replace. So Volkswagen called us to say they wanted to repurchase our car which we did not want. We have too much invested and just wanted it fixed. We were told they would get back to us within a month and if we didnt agree with the price they would proceed to fix it. Fast forward and they only offered us 7900$, which isnt acceptable to us. Its not enough to buy a new reliable car of the same value that we have now. We told them this and now they say its unfixable and basically we can take the money or take the car back, unfixed. UNABLE to pass inspection and dangerous to drive (it would lose acceleration This is not ok. Every car is fixable they refuse to honor our warranty and this is not ok Volkswagen you need to do better. We paid so much money for this car for our family and you are absolutely s******* us

• Initial Complaint

  Date:09/16/2022

  Type:Order 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.

  sunroof drain plugs on my 2019 VW Tiguan are defective and VW is refusing to remedy the issue. Plus, I will have to pay for ongoing maintenance to drain these plugs for roughly $150 per the dealership. Furthermore, VW could not provide any guidelines on how often these should be cleaned.VW case number is ********

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair 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.

  We have several issues with VWoA. First - We purchased a 2021 ID.4 back in June of 2021. We had issues almost immediately, they include the following:Unable to reliably program a charge schedule Speedometer randomly flashes yellow Temp controls will randomly adjust the volume at the same time As of right now VW refuses to fix any of the above issues, they prefer to blame all of them on their horrible software and say I must wait for an update. Fourteen months later and there as been mention of the update ever being available in the **.Second - VW actually recommended if we wanted the update I would need to purchase a new 2022 ID.4. Given the used car market and the fact that we could get the federal rebate on a new vehicle we decided to go ahead and order a 2022. This was back in January 2022 and we heard nothing from VW on our order until July 13, 2022. In July we were finally able to lock our order in. Two weeks later VW started sending out emails to hundreds/thousands of buyers that they would be given the option to change their locked in order to a 2023 model at no additional cost. For whatever reason ** has refused to let us change to the 2023 model even though we have a couple friends that locked the exact same time were allowed to change. Third - The 2022 will no longer qualify for any federal rebate under the new program that will pass this week. This makes the 2022 $7500 for expensive than the ************************************************************************************ for just a few days and production will not start for many more months.