ComplaintsforBommarito Volkswagen of Hazelwood

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When buying my new car I was given a good deal on extended warranty. I was told I had 30 days to cancel with a full refund with no penalty. I immediately tried to cancel because I realized I'm paying interest for 3 years on a warranty before I can even use it...I called bommarito then was told I had to drive 35+ miles to the dealership to CANCEL IN PERSON ONLY.I canceled the extended warranty on 7/6/23 the form said 6 weeks for a refund.....well its way past 6 weeks and was a nightmare to cancel because I had to take off work to drive 35 miles to cancel in person. I have tried to call many times, can never get someone on the phone so I sent a email.They called me the next day and told me they would "look into it."Well that was 11 days ago and I have been charged interest on this extended warranty for 9 weeks and counting. Where is my refund and will they refund the interest that has been charged since 7/6/23??????This is breach of contract. Also I filled out a referral form and my brother has not received his $200 check for referring me to bommarito. I was told that it takes 6-8 weeks and its been 9+ weeks.

  

  Business response

  09/13/2023

  We contacted the customer and apologized for the delay in processing his warranty cancellation and advised this request would be sent overnight to the warranty company.  We offered to compensate consumer an additional $100 for interest he has paid as a result of the delay.  We are also processing the referral fee consumer references.  Thank you.

  Customer response

  09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.

  Its amazing how quickly I received my checks after reporting to BBB. 9 weeks and a lot of avoidance from bommarito.

  I wonder how many people they do this to who don't call to complain.

  I am now "whole" but I feel bommarito tried to cheat me and should be investigated on why they did not give a refund within 6 weeks. 

  Why does it take 6 weeks anyway to get a refund over something I was told I could cancel within 30 days and have no penalty. 

  Why did I have to go in person to cancel warranty???

  
  Sincerely,
  
  *******************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bommarito VW of Hazelwood refused to honor the 7yr/100k mile bumper-to-bumper warranty I purchased when I purchased my new 2017 VW GTI Sport. On Aug 24 2023 I returned because my passenger, rear wheel bearing is making a loud roaring noise when driving above a couple MPH, but has no noticeable play in it. The wheel bearing had previously been diagnosed as defective (making noise but not loose) by a local shop who had just installed 4 new tires the week prior. I took it to Bommarito VW of Hazelwood since it is still under the 7yr/100k extended, bumper-to-bumper warranty. The bearing noise is very noticeable at any speed over 2-3 MPH, yet Bommarito said they could not hear anything and there was no play in the bearing. When I asked if they actually drove the vehicle they could not provide a definite answer only saying the mechanic found no play in the bearing when he checked for looseness - as previously stated, there was no play in the bearing to begin with. I asked if they would take it for a drive and they said they did not need to since the bearing had no play. One of the service writers then claimed to have driven the vehicle, but the mileage reading on the odometer was the same (76,226) as it was when I brought my car in, indicating no test drive had been performed. I was then told the repair would not be covered under warranty anyway and was given a $500+ quote to replace the bearing. The dealership charged $230.93 as a diagnostic fee after I refused to pay for the repair. Their claimed multipoint inspection was also not actually performed. They told me the air filter and cabin air filter needed to be replaced at over $100 as a "previously deferred recommendation". When I asked how dirty they were, I was just told they needed to be replaced. I had just replaced both of them when I changed the oil in the car on Aug 4th 2023, so the dealer never actually checked them this time and was making expensive recommendations without actually looking at anything.

  

  Business response

  08/31/2023

  Our service manager made contact with consumer via telephone and offered to rectify these matters upon consumers return to town.  Thank you for bringing this to our attention.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After 9 months of waiting and calling the dealership back for a 2023 Jetta, I finally put a deposit down on a new 2023 Jetta sport. I had to wait many months for the arrival of the car, when the car arrived there were additional features added to the car that I had to pay for. I was told this is what arrived so I had to take it since I already put down $500. Also when I showed up I was given far less on my 2019 Jetta than what was quoted in a printed document from Bommarrito......I feel bait and switch tactics were used on me since the 2023 Jetta's are in extremely high demand.I understand the unwillingness to negotiate below MSRP due to extreme high demand on this car....But at the same time I put a deposit down on car "A" when I showed up I was given car "B."This is a classic example of bait and switch, I was told on the day I bought the car to call and talk to a manager and discuss....I have called 5 times to speak to a manager on 5 different days. Every time the manager is "on vacation."Today I was told someone would be there to talk to me in person so I drove 35+ miles each way to talk to a manager with a SCHEDULED APPOINTMENT. Only to find out "managers don't work on Thursdays."

  

  Business response

  07/07/2023

  We reached out to consumer via telephone today and discussed the situation.  Offered and consumer accepted $395 compensation for features on the vehicle he purchased which he did not order/want.

  T**** you for bringing this matter to our attention.

  Customer response

  07/12/2023

  After this complaint the business called me and offered to refund the $296 for "floor mats" and $90 for a "road side assistance kit."  The manager said he would send me a check for $386 and I received and cashed a check they overnighted for $400.

  I am satisfied with the result BUT the manager said I was still wrong and that I put a deposit down on the "first avail Jetta Sport," when my deposit was for a "base model." He then called it a "miscommunication" and sent me a check. 

  My response to him was when Bommarito receives a deposit on a car the salesman needs to go over what EXACTLY the deposit is for and any "extra features added by VW" needs to be disclosed. 

  I would of happily waited for a car with no $296 floor mats or $90 road side assistance kit (which both should be optional as they are removable and returnable to VW).

  Im happy with the final result but im still baffled as to why I was forced to buy extra expensive floor mats and road side assistance kit as a car bundle. These are OPTIONAL features and quite frankly should come with the car OR be built into the **** price.

   

  Customer response

  07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I was still told I was wrong but they gave me a refund and called it a "miscommunication."

  Thank you for the prompt response and refund of the removable floor mats and road side assistance kit that I did NOT pre-order.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brand new 2020 vw passat in the year 2020 and been having problems since the purchase. 3 free oil changes came with the purchase and they where suppose to last 10,000 miles.I had to bring my car in every time I reached 5000 miles which was half of the guaranteed mileage. So besides getting my oil changes cut short my right and left door speakers bust with no extra bass or amp added to the speakers manufactured radio. After that my check engine light came on which I had to get checked out and they had to replace a hose , gasket , valve. Not even a week later my check engine light comes back on and I received a letter saying it was a recall on a certain part of my car.

  

  Business response

  04/19/2023

  We have been in contact with consumer and determined that his preferred resolution is to either trade the vehicle in or sell it outright back to the dealership. We presented an offer to him that he is considering.  His vehicle has been repaired and he picked it up from service today.  Thank you for bringing this matter to our attention.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a 2019 VW Tiguan five months ago, bumper to bumper 7 year coverage. Recently the navigation system went out. I spoke to the service department at the dealership and he said it wasn't covered and it would be $175. So I was put off by this. On the following Friday I spoke with the finance manager because he told me about this coverage. His exact words were take it back to the service dept and tell them you have 7 yr bumper to bumper coverage. The service mgr said he will have to talk to **** ******, the finance manager. The service mgr made an appt for me so that it is not anything to do with your radio. I took it in on Mon. I called over 5 times, then on the 5th phone call I talked to the service dept and told me ****, the finance mgr has to sign off on it. I go in Tuesday to pick it up. He said I will have to talk with ****, the finance mgr. When **** came back he made an analogy saying that my car repair was like a light bulb going out saying that I will have to pay for this out of pocket. He said if I have to pay for this for you I will have to pay for the repairs for other customers. I have been a loyal customer for a long time with them. My last car from them was totaled and I had GAP coverage which I was to get a check from them for this. **** keeps telling me he is searching for the GAP coverage. I want them to replace SD card and cut the check for the GAP coverage that I am owed.

  

  Business response

  04/04/2023

  Our service manager reached out to consumer and advised that he ordered the update she needs for her navigation system.  It is scheduled to arrive 4/4/23.  Regarding the gap policy, our records indicate that consumer's gap policy was cancelled 8/22/2022 with a cancellation date of 4/14/2022.   We mailed  a check in the amount of $375.8 to the consumer's lienholder, First Investors.  This was a total loss unit and the refund goes to the lender first.  If there was any money leftover after the total loss, the lienholder would have refunded consumer.  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the car Nov. 1, 2022. The engine blew in the middle of January 2023. They did not give me a loaner car for 2 1/2 weeks. When I do find out about the car, the warranty company issued a check to Bommarito Volkswagen and I was told by the finance guy that the engine would be covered under the warranty. They told me I needed $6,000 more and I told them I don't have it. I feel like I have been misled. I would like some type of mediation worked out for this.

  

  Business response

  03/14/2023

  We have reached out to consumer and have reached an amicable solution that is satisfactory to consumer.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a car from them. I paid for gap insurance. The amount was built into my purchase. They told me since I do not have the title, I would not get my gap funds returned. EZ Care said they sent the money to the dealership as a refund for the gap insurance I purchased and now they are not wanting refund me the gap money.

  

  Business response

  10/27/2022

  We spoke with the consumer's lender and we were advised that $2,150.19 was refunded to the consumer via check on 11/17/2021.  After then speaking with the customer, we learned that the customer never received this check.  As a result the consumer is contacting the lender to request they reissue a new check.

  Thank you.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** ********** ***** ******** from this dealership on 8/1/22 and I have a few complaints about their failure to communicate effectively and honestly. When I test drove the truck on 8/1/22 I was told that I could purchase the same truck but in white and that it would have all the features that the truck that I test drove had. Come time to purchase the truck and of course, it did not have the features that I was told it would have. I was also told that I would have black wheels on my truck and I had to drive off that night without those wheels. I had to take time off of work and make an appointment for 8/3/22 to come up to the dealership again to get the wheels that I was promised. When I arrived at the dealership I was told that the ETA would be about 25 mins and I ended up waiting over an hour for my services to be complete. Also on 8/1/22 when I was purchasing the truck and reviewing all of the coverages with the Business Manager ***** I was told that I had coverage for any dents that may come up on the truck. Here I am less than 30 days after owning the truck, I get a dent, and I'm told to schedule an appointment to come in and have the dent repaired. I was also told by the Business Manager that I had the coverage for the dent and that it would be free of charge to me. When I called the dealership to set up the appointment I was not at all told to call **** **** as well and file a claim prior to coming in for my service. I take PTO from work yet again and when I arrived at my appointment today on 8/24/22 I was told that I needed to contact **** **** of whom I should have had coverage before my car would be serviced. I file a claim with **** **** and wait over an hour just for the dent guy to tell me that he does not feel comfortable providing the dent service. I was then told that I needed to file a claim with my insurance company which would of course come with a price for me when initially I was told I had the coverage.

  

  Business response

  09/19/2022

  We have been in touch with consumer via telephone.  We reviewed the terms of the consumer's dent policy which state that the contract "provides limited repairs of minor dents and dings, up to 4 inches in diameter..." Unfortunately, the consumer's dent is in excess of this size and does not fall under the policy.  We suggested that she contact her insurance company and file a claim with them.  As a one time goodwill gesture, we offered to assist the consumer with the cost of the repair up to $500.  Consumer is considering our offer. 

• Initial Complaint

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I were in there a couple weeks ago and put 4k down on a vw Jetta. ***** said it was a done deal as long as I came back Friday with another 1k down and my pay stub. We signed some documents and went on our way. We arrive Friday at our scheduled time of 6:30 and are told by another sales guy they have another option for us to consider. We look at it but decide we want the Jetta still at 8:15 we get into ************* for finance and this point he's the only guy in the building. He starts having us sign stuff for a ***** Cruze....we ask where's the Jetta and he says the deal couldn't get done on that car. He's obviously not sure why we were told what we were told or anything. I asked for my 4k cash back and was told I couldn't have it till the weekend was over it was a Friday.......the dealership lied directly to me took my money and then refused to give it back. We felt stuck and trapped. We ended up making a deal on the Cruze it wasn't a great deal but it was sort of acceptable. The car is decent I'll give it that it'll likely be a good car but the way those guys did business was awful. We've been Bommarito customers before and after that I don't see that being the case in the future.

  

  Business response

  06/16/2022

  Consumer returned vehicle and was given a refund on 6/15/22.

  Customer response

  06/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Dakota **********

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2/25 My husband and I purchased a 2010 Mini Cooper S Convertible, this vehicle was listed on **********. On 2/23 Prior to purchasing the vehicle I verified with VIN what options were that were listed were included on this vehicle. The salesman, ****, was very informative and let me know the radio had been replaced my St. Louis Mini. When we picked up the vehicle on eve of 2/25 we noticed the old radio and packaging was still in the car. 2/26 I went set up my phone through bluetooth, and noticed that option was not available, nor was satellite radio. My husband and I investigate the original radio and packaging. The dealership approved to replace with a salvage radio that belonged to a Mini Clubman. When I informed the salesman of this issue he quickly dismissed the situation, trying to state that option was not available on my vehicle. Unfortunately for them, we DO have the original radio and the packaging from the salvage yard, plus I spoke to ***** ***i in KC that confirmed that the salvage yard radio was not compatible with my Mini Cooper S and gave me the model number that was compatible (which was the old radio that was left behind). My husband then contacted the used car manager and he has yet to return his phone call. We paid $3000 more than the car was worth according to my Bank. While I completely realize and understand this is the culture at this time, I do not feel they have been truthful on how the car was represented to us. Thank GOODNESS we have all information regarding this radio issue, and I have a picture of the ad I saw the vehicle on. I am asking for this dealership to replace the radio with the correct head unit that was originally on this vehicle. Attached is the Salvage dealer information, along with the radio information that they installed in the vehicle, and the Original radio that was replaced.

  Customer response

  03/14/2022

  This company reached out to me directly and offered a monetary refund that I find satisfactory as a resolution to this complaint.

*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. ↩