Complaints

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

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  Molle Volkswagen Audi

  10330 Madison Ave Kansas City, MO 64114-4520

  
• 

  Molle Volkswagen Audi

  808 W 103rd St Kansas City, MO 64114-4507

  

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:01/21/2025

  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.

  We purchased our 2023 Volkswagen Taos in April of 2023. It currently has fewer than 15,000 miles. In mid-November, a light came on advising the coolant was low. We took the car, which is still under warranty, for service and were told there was a leak in the head gasket. The service center kept our car for around 3 weeks, during which they provided no updates, even when we called. When we got the car back, we had it less than a day when every warning light came on and the vehicle would not go above 3,000 RPMs. All major systems shut down while we were in motion on the road. After pulling over and restarting, we were able to make it home. We took it back to the service center the following day. That was over a month ago. We still do not have our car back and the service technicians refuse to provide reasonable updates on the repair status. The last update we had was to let us know the engine was being reassembled to see if the repairs “took,” implying that a third engine disassembly may be possible. When we advised that we needed resolution or we would be forced to take legal action, they threatened to cease all repair progress, leaving us with prolonged time without our vehicle, which we have been continuing to make payments on for nearly 2 months while it sits in the shop. Their exact words were “If you lawyer up, we will stop all work on your car.” The car is less than 2 years old, has fewer than 15,000 miles and has already undergone 2 full engine rebuilds. This is not the first round of warranty repairs. The vehicle has been in the shop at least 4 times for warranty-related work and has been in the shop for 60+ days in total since its purchase in April of 2023.

  

  Business Response

  Date: 02/04/2025

  The customer filed the complaint on 1/18/2025 and I have been in
  contact with the customer since 1/20/2025 as he was previously working with a
  service advisor. I advised him of our processes and that when threatened with a
  lawyer we are to no longer work on the vehicle and technically we are not
  supposed to communicate with the customer further as the lawyers would technically
  take over. I had a good conversation with him and had to explain that the
  length of repairs and the time his vehicle has been down at the dealer is not
  due to the lack of working on it or not wanting to fix it, but that it is a
  product quality issue. We replaced the head gasket due to a coolant leak,
  performed a test drive, and verified no faults had returned. He picked up the
  vehicle and immediately returned with all the faults as he explained. Since
  then the vehicle has undergone extensive diagnostics being led by Corporates
  Volkswagen Technical Assistance. I advised the customer to contact Volkswagen
  Corporate and file a claim as the customer was looking for either financial
  assistance due to not having his vehicle or to seek a possible buy back from Volkswagen
  Corporate. He filed the claim and I was contacted on 1/21/2025 by Volkswagen
  customer care. Since then I have included the customer in all the communication
  to Volkswagen about the process and repairs that technical assistance is having
  us perform. After our initial conversation the customer understood that we are
  doing everything we can, that this is purely a product quality issue, and that
  the we can only move as fast as Volkswagens Technical Assistance.
  
  The customer gave authorization on the 17th to
  perform an extended test drive and have the technician take the vehicle home
  over the weekend to ensure faults would not return. This was after we replaced
  the intake and exhaust cam shaft adjusters per faults found when the customer
  returned from the head gasket repairs. Well faults returned and we contacted
  technical assistance on the 20th. Technical assistance responded on
  the 21st and advise the technician to drive the vehicle while
  actively monitoring value blocks and then submit results back to technical
  assistance. Technician updated technical assistance and they responded on the
  22nd advising the technician to perform tear down and verify the
  control valve on the intake camshaft is not sticking, if no problems found,
  verify oil pressure is within specification per Volkswagen, if no problem
  found, then to remove the exhaust side camshaft actuator/adjuster and inspect
  for missing guide sleeve, if no problem found, then replace the intake camshaft
  mechanical adjuster with the control valve and retest operation. All testing
  and inspection passed so the technician proceeded with the replacement of the
  intake camshaft mechanical adjuster with the control valve. Parts were ordered
  and the intake camshaft mechanical adjuster with the control valve was replaced
  on the 23rd. Technician drove vehicle home overnight and the faults
  returned once again. Technical assistance was updated on the 24th and they advised to measure oil pressure, inspect exhaust camshaft gear for
  damage to guide sleeve, inspect intake cam adjuster valve and magnet for
  sticking, and no issues were found. Faults had not returned, technician then
  took the vehicle back home over the weekend for extended test drive and the
  faults came back on the 27th. Technical assistance requested more measured
  value blocks,  tech submitted them, and technical assistance advised
  replacement of the intake cam position sensor. Technician replaced the intake
  cam position sensor on the 30th as parts had to be ordered.
  Technician drove vehicle home again and the faults came back on the 31st.
  Technician updated technical assistance and they advised to perform a
  re-calibration for the cam shaft drive position. After the vehicle was driven
  over the weekend the fault returned and technical assistance was updated on
  February 3rd and now the technician is waiting further guidance. No
  further updates are available at this time until Volkswagens Technical
  Assistance responds for further guidance on repairs.
  
  ******** ******
  Molle
  Volkswagen
  Service
  Manager
  *******************
  *** ************
  ******* ************

• Initial Complaint

  Date:12/12/2024

  Type:Customer Service 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.

  The finance manager put dealer add ons into the contract like pre paid maintenance and such it totaled up to around $11,000 and after I got home I decided that was not a great thing to have so myself and my fiancé contacted them and informed them per contract we could cancel all of this within 30 days for full refund and they say it’s coming and so fourth but I was informed it would be 6-8 weeks for refund credit to my loan and it will be going on the 10th week as of next week. So my money is in a sort of limbo and they are very hard to talk to and to stay updated and in touch with.

  

  Business Response

  Date: 12/26/2024

  This customer has been in contact with our sales manager and has been informed that his products have been cancelled and refund checks have been mailed to his lienholder.

• Initial Complaint

  Date:05/15/2023

  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.

  Had my car towed to Molle Audi service department for engine issues in March 2023. Audi spent the next couple days going through the engine and ultimately told me that the engine needed to be replaced along with turbos and other various parts for a total of $56,000. I was charged by Audi for the inspection of the engine. Not able to afford this estimated repair cost, I had to have the car towed back to my house where I sold the vehicle as is. The party who bought the car ended up replacing the necessary parts to get the engine to start which it ultimately started up and is running fine. The original engine turned out to be fine and is working properly. However, based off the professional opinion from Audi, I was told the engine had to be replaced, so I sold the car and took a big loss in money only to find out the engine was okay. I am out over $25,000 on the car from what I purchased it for versus what I had to sell the car for what it was worth with the understanding the engine needed to be replaced.

  

  Business Response

  Date: 05/15/2023

  We have done some research into the repair orders and invoices for your vehicle on the visit in question. I was unable to find anywhere that we stated you for sure needed an engine. I do see where we noted that there was that possibility the vehicle would need a new engine. Turbocharger failure damaged intake cooler causing coolant leak into engine intake, and drowning engine. After we found the turbo failure and the coolant leak that was leaking internally into the engine there was a chance that the engine could have hydro-lock damage from this situation. I do show that the turbo failure would have been covered by Audi if the engine had not been tuned (modified). We also found the starter had failed which could have been in relation to the engine being hydro-locked with coolant. Given all that we had found we had to make you aware that there was a chance of engine failure. We have to do that to give you a heads up so you are not under the impression that the turbo's and associated parts get replaced and the engine is good to go. I'm sorry if you misunderstood the situation or read the paperwork a different way but without replacing everything needed and then retesting there was no way to cancel out the fact the engine might have needed replacement.

  Customer Answer

  Date: 05/15/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: the only repair option presented to me was replace engine and associated parts at a cost of $56000 for a car that’s not even worth half of that. Had Audi done their due diligence and done a full inspection of the engine they would have found the engine to not have suffered any internal damage. I have video proof that the original engine after being flushed out was able to completely turn over by hand and then after turbos and starter were replaced the engine itself started up with no issues. I understand the tuning of the vehicle alters the factory engineering of the vehicle and was ready to pay for the repair for the parts (turbo, starter, heat exchanger), but what Audi told me was the engine needed replaced as well. Again, this has cost me thousands of dollars.
  
  
  
  ********
  
  ***** *******

  

  Business Response

  Date: 05/17/2023

  The repair option given was the facts, which were a turbocharger failure damaged the intake cooler causing a coolant leak into the engine intake and drowning the engine. Starter damaged as well by many "re-start" attempts, all while the engine was unable to crank. The customer was informed of in case that there is not catastrophic engine damage, only the starter, coolant, and turbos would be needed - this would be the first step, then the engine will need to be test run with previously mentioned repairs to all, in order to tell. Again, at the very  least, the above repairs would of had to be done. it is our duty to let a consumer know, that there may be additional repairs needed due to the significant amount of damage (from the picture, the coolant hydro-locked vehicle). In order to be 100% certain for the engine to be turned over - it needs to be properly repaired for that determination). Unfortunately, with the vehicle being tuned, there is no warranty per Audi. 

   

  Heat exchanger damaged, picture attached, along with the coolant leaking into intake. 

  Technician notes attached in correlation with issue. 

   

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• Initial Complaint

  Date:05/10/2023

  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.

  5-5-23 We visited the ***** ** website. It said "Up to $5000 off MSRP on all new 2023 Models, view now"
  View now, was a page of there new 2023 VW on lot or coming soon. I called and spoke with staff *****. I
  I asked if the 2023 VW Tiquan SE (by stock #) was eligible. He said yes that will get you $4000 dollars back.
  We went to the lot on Saturday 5-6-2023. No Tiquan on lot, new one will come next week! We went in again
  on Tuesday PM 5-9-2023. Test drove a VW. We sat with ***** and decided on a new 2023 that was to come
  in next week. I was attempting to place a down payment on the new 2023 VW. At no time during the entire
  process was there any information that we needed to borrow money to get the $4000 incentive. It was hard to believe that someone with more than $33K in their bank account would be rejected from this process. I feel that Molle VW deceived us. They hooked us with a advertisement for $4000 back, the staff continued the
  charade until we sat down and was getting out a form of payment. I believe they feel many cash customers
  will not back out of the deal and will pay the full MSRP of there cars. We did not lose any money, but we felt
  like we are the conman's mark that got away.

  

  Business Response

  Date: 05/13/2023

  This customer was offered a full discount provided they finance through Molle Volkswagen per the attached disclaimer as is every customer. Mr. ****** was also offered a lesser discount of $3,000 NOT MSRP should he choose to use an outside bank as is every customer is offered. No customer at Molle Volkswagen pays over MSRP

• Initial Complaint

  Date:03/09/2023

  Type:Order 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.

  1. We were told that my registration fees would be covered during the signing of my lease on 2/9/23 2. We were told that the taxes were rolled into my monthly lease payments during the signing of my lease on 2/9/23. We were reassured that since we lived out of state (in ********) that this would be sent in immediately to the **braska DMV during the signing of my lease on 2/9/234. We told our finance officer at Molle VW that it was VERY important that this was do** in an expedited man**r due to my ** plates expiring at the end of February during the signing of my lease on 2/9/235. We were told that if there was any issue, we would be contacted immediately during the signing of my lease on 2/9/236. I (***** *****) reached out to Molle VW on 2/23/23 because we had not heard anything to check the status. I spoke with *****, who informed me that "it had been sitting on her desk" and hadn't been sent. I explai**d the importance of it being expedited due to my tags expiring at the end of the month. She left me a voicemail confirming that she was overnighting the information with an enclosed envelope for the ** DMV to send it back.7. I (***** *****) reached out to Molle VW on 3/1/23 because we still had not heard anything to check the status. I spoke with *****, who said that she had sent it but that she could reach out to ** DMV to check the status. She left me a voicemail stating that ** DMV has confirmed processing but that they couldn't guarantee delivery of return mail.8. During this time NEVER once was there any indication that we were owing of any amount.9. On Friday 3/3/23 I received a pho** call at 10:13a notifying me that they had received my registration but that they were unable to send it to me until I paid ~$873.70.10. My husband, **** *****, called and emailed numerous times to all of the contacts that we worked with between the dates of 3/3/23 and 3/8/23 and never received return call/email and was repeatedly told that the people he requested to speak to were sick, out of the office and/or otherwise occupied.11. I (***** *****) emailed today the contacts I had willing to settle the disagreement by paying $190.20 for them to release my plates/registration as these were listed as personal preferences in the receipt from the registration photo I received.12. I received an email response from **** ***** stating that I signed a form releasing them from all expenses. They would not release my registration until it was paid in full.

  

  Business Response

  Date: 03/10/2023

  Molle Volkswagen is very sorry to hear of **** *****' misunderstanding of how the taxes of her leased vehicle are handled.  The taxes are always explained in the finance process and the customer is asked to sign the attached document acknowledging their understanding.  Every state handles registration fees and personal property taxes differently at the time of titling and registration.  We cannot collect the exact fees upfront because in many cases we do not know the fees until the vehicle is registered.  The dealership is required to register all leased vehicles because the legal owner of the vehicle is Volkswagen Credit in care of the lessee ( the customer ).  I hope this helps . 

  Sincerely

  ***** ******

  Molle Volkswagen

  Customer Answer

  Date: 03/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *****