ComplaintsforKeffer Volkswagen

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Keffer dealership to buy out my lease on 1/7/23. I was there for several hours for a simple transaction and was given the run around from the start. I requested that my vehicle be Certified Pre-own to gain the benefits of having an extended warranty. The offered it to me at a discounted price and I accepted the offer and had it added on to my overall financing. I have document that confirms that my Vehicle was inspected by Technician: *********************** where the Certified pre-owned inspection was performed and that it was officially certified as a 2019 Volkswagen Tiguan CPO. I have been getting the run around ever since trying to get the run around with ********************* and additional staff about paperwork and document signing. I received threats from ********************* where I still have text messages telling me that they were going to repo my vehicle because of missed paper work that they forgot to have me sign. There was an issue throughout the entire process. ********************* also told me that they submitted my title for registration which they did not and took nearly 2 months to obtain. She verbally told me that they would continue to give me 30-day tags because they were behind on submission of the tag and registration. This was not true and actually illegal. They had to resend me full paperwork and documentation to sign to my home because literally every document needed a new signature. The entire staff has been fired and now I am dealing with another set of individuals who are not taking this matter seriously. I have called and spoke with multiple people at the dealership during the month of April 2024 and I have been getting the run around again. The receptionist has hung up on me multiple times and has even admitted it. I am sure the calls are recorded. I have been working with the ** and he too has been giving me the run around. I provided him documentation via email and text and he stated that he would get back to me. This has not happened.

  Business response

  04/17/2024

  Customer purchase vehicle on date stated above. Upon further investigation, and communication with the customer, there is a final document that needs signed by the customer to activate his certified warranty from the manufacturer. This is being processed now and corrected for the customer. We apologize for any communication errors or delays, but we are glad we were able to resolve the issue and always strive to provide top customer service. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/23/24 I went to the dealership because I had a smart start invitation that said that the dealership would assist me in getting out of an older model car and pay off the car and help me to get into a newer car. I wanted to trade in a 2005 ****** that I was upside down in. The salesman ***** assisted me, and he took the information to the finance, finance said that it would be better to trade me out of both my cars and do a lease. I told them that I was working 2 jobs and that the income from both needed to be considered. I loss one of my jobs and I reached out to the dealership to let them know that Monday. They never called me back after leaving several messages. I filed a complaint with corporate, the info was sent to VW and still no call back. I started getting calls from the finance company because they hadn't received the payoff and they also had left several messages. The finance company was saying they needed payment. It took the dealership 3 weeks to pay off the cars and one of them they didn't pay in full, and I had to pay balance. I did my best to contact them and let them know that because of the decrease in income I couldn't make the payment. Still, I never heard from them. While on hold the recording stated that if you are not happy with the purchase to return the vehicle, no ?? asked. I can't afford the $1000 monthly lease payment and they purposely avoided me so that they would not have to return my vehicle, I did find out through the finance company that they had sold the car because it had a tracking device and that the car had movement since that Monday. Even after numerous attempts from the finance company ****** never called them back and they also felt like they were avoiding them. Yes, they finally paid the cars off, but now the problem remains that I can't afford the payment and they did not honor the ********************************************************* as I requested. I just want the problem corrected.

  Business response

  03/19/2024

  We apologize for any communication errors throughout the experience after the transaction. I do show a few points of communication, and will provide my email below if I am somehow mistaken in that manner or maybe there was additional attempts we did not receive. ************** is a no cool off state, and therefore there is no return policy. If you do not have a copy of the contract you signed, or need help clarifying where this is pointed out on your contract, we can provide you with an additional copy or help better clarify.  We can, however, accommodate a trade in toward something else, as long as financing is securable for a different vehicle. If this is something you wish to explore, please reach out to me at the email below. We do not wish for anyone to be unhappy with a purchase and will do anything within our abilities to accommodate the situation. 
  *************************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This dealership has owed $3,400 off my loan for a service contract cancellation. They lied about how long i had to keep the contract before i could cancel it and lied to me about who was supposed to pay out the money to my lender. The dealership had told me the Volkswagen was responsible for the payment at the time of purchase and at the time of cancellation, which i had driven to the dealership to sign a cancellation form in person, but when i called Volkswagen 2 months after the cancellation the representative that i was speaking to said that the dealership is responsible for sending the money. They have now owned the amount stated for coming up on 3 months. I have called many times over the last few weeks but they are unwilling to keep in contact or talk to me about the situation. The reason that i have this particular car (2019 VW Jetta) is because i bought a different car from this dealership (2018 Tesla Model 3) that got adverse actioned by the lender because they had misinterpreted my income on the intal credit application that got approved and sold my trade-in (2015 *** 428i) before the deal had went through so i had to settle on the current car i have from them. I have been having to deal with this dealership since the initial tesla purchase which happened only 2 months before i had settled for the Jetta i currently have.

  Business response

  03/19/2024

  ***************** purchased a Tesla Model 3 from us as stated, his loan was then declined, as he stated, for an inability to provide proof of the stated income provided by him on the credit application that he signed at the time of the transaction. Multiple copies with his signature were given to ***************** at the time of the transaction, and later on at the time of the other transaction. Additional copies are available if he needs any at all. Upon the request for the service contract cancellation, we did inform the customer of the process, the time it may take to reflect on a loan, etc, as stated on the form he signed at the date of purchase when he elected to purchase the service contract. Additional copies can be provided should he request. I did confirm, today, 3/19/24, that the service contract was cancelled. If you need copies, or have not yet received them, or have any additional questions, please contact me at the email below. I am happy to help accommodate or assist with any other comments or concerns. 
  *************************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Keffer VW to receive a quote for repair after my front bumper, head light etc was hit. I received a quote for ~$6200. Insurance needs photos for proof of the damage, labor, materials, etc. It took ****** a couple of days to respond with the breakdown of charges and stated they do not list their quotes like that. Once received insurance is denying the majority of the repairs b/c they photos sent, that I personally took, do not show the repairs needed in the photos. Once reaching out to ****** to request a time to come in for more photos or confirmation that they can produce the photos of damage that are reported in their quote they stated: "I would be unable to supply any more photos due to the vehicle not being here. however, based on the estimate they sent, I would be unable to complete any repairs at their requested labor and parts costs. I would suggest possibly going to Caliber Collision or a body shop to continue repairs, as they make work with the insurance company differently." So you are telling me you wrote a quote up and are unable to provide photos for the repairs you are saying need to be done? I offered to bring my car back in to them for the additional photos or to schedule the repair and them provide the photos of the damage at the time of removing the bumper, headlight etc and now those photos can not be produced for insurance. Seems shady to me and absolutely bad business. You can't tell me that the dealership does not work with insurance companies. That is absurd.

  Business response

  02/03/2024

  We apologize for the issues with your vehicle. The biggest challenge here is that we are not a body shop, we do not deal with many insurance claims for repairs like this, however, we can in some instances perform the work, and with VW being a niche brand, it is always better to use OEM parts on your cars, and have experienced technicians perform the work. We apologize that your insurance company did not accept your claim. We would be happy to do any further diagnosis or send any further photos or documentation within our abilities to your insurance company to assist with this matter and get this repair handled for you. 

  Customer response

  02/05/2024

   
  I am rejecting this response because: it is not the insurance that is not accepting the claim.  The adjuster from General spoke to VW who stated they would be able to do the repairs even though they are not a collision repair shop.  She called to verify since I went to VW instead of a collision repair shop and she was told they would handle.  Quote was originally given and dealership confirmed they could do the repairs however after asking for a breakdown of the quote, which they did provide, and requesting photos proving their quote is accurate they decided that would not be feasible and recommending me going to a collision repair shop.  If that was the case then they should have told me that from the get go so I did not WASTE THREE WEEKS OF GOING BACK AND FORTH!!!!!  
  
  

  Business response

  02/06/2024

  We apologize for the customers inconvenience. The efforts of our Management staff was to accommodate the customer's request.  Unfortunately our labor and operational costs are different than those of a Body Shop.  Had we anticipated the fee structure required by the ****************** we certainly would have addressed the issue up front.

  The only way we can provide the specific photos requested, is if it is brought back to the dealership. I would be happy to help with that. However, it sounds from the response that was given from the insurance company, that this would be better suited to be done at a body shop than at our location as we are not able to meet body shop prices. Which means, unless the insurance company were to increase the pricing, the customer would have to come out of pocket more. I hope this helps. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 1/20/24 at this dealership for the sale price. After test driving the vehicle with the sales rep, we asked about the broken trim inside the car. The salesman said its under warranty and they will fix it. This was a Saturday so the salesman later said their shop had closed and that he would call a VW dealership in our area and set up an appointment for it. The car is also a buyback vehicle, the gas gauge didnt work but had been fixed. We left the dealership and drove over an hour home and the gas gauge is not working. Fast forward to the appointment and the trim work is not covered under warranty and the gas gauge issue is the same piece that had already been replaced. I cannot tell you how many times I have called this dealership and been transferred over and over again with no help and no one will call me back. This is so frustrating.

  Business response

  02/01/2024

  Customer purchased a vehicle that was previously bought back for a gas gauge issue. The issue was operable when the customer purchased the vehicle, but went bad sometime shortly after the purchase. The repair will be made for no charge under the ** warranty and the customer will be provided a loaner vehicle while the repair is being made. There was a missing trim piece on the vehicle, while this is not covered under manufacturer warranty, we agreed as a dealer to repair on the customers behalf at no charge. It is to my belief that the sales professional mistakenly worded that it was a warranty issue, we apologize for that. The matter will be handled accordingly as we take pride in selling quality pre owned vehicles. 

  Customer response

  02/02/2024

   
  I am rejecting this response because: this has yet to actually happen. I get empty promises while I continue to struggle getting anyone at this dealership to effectively communicate and follow through. I was told earlier this would happened yesterday or today but instead have been ghosted again. I dont know whats happening at this dealership but the complaints are mounting everywhere reviews are posted. I just want the issues fixed so I can move on with my life but instead I spend energy and have stress just trying to get this car to how it should have been upon purchase and Im constantly wasting time chasing people down. Its not hard- someone needs to take ownership of this problem and get it fixed, its like a $250 part- come on.
  
  

  Business response

  02/03/2024

  The store is working diligently with the customer to assist with the matter at hand. I am leaving my email below if there are any communication gaps. 

   

   

  *************************************

  Customer response

  02/07/2024

   
  I am rejecting this response because: were being told the trim pieces are on backorder now. The bigger issue is that the issues that caused this car to be a buyback are broken again and seems like this car might be a real lemon. We would like to give this car back and get our money and trade back and be done. 
  
  

  Business response

  02/09/2024

  We understand the frustration with the trim piece being on back order. We cannot control VW of ******** parts shortages, but will certainly accommodate upon availability. As far as the concerns with the vehicle, per the disclosure signed at the time of purchase, this vehicle received an extra 12 months of VW warranty, and any repairs are fully covered and a loaner will be accommodated at your nearest VW dealer. If there is real concern, while we cannot guarantee the outcome, as it is up to VW of *******, we could help guide the customer through a customer case with the manufacturer to see if they would consider buying back the vehicle. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In the finance managers own words today, the listed price is only to drive in customers.This is a clear cut case of false advertising, predatory and deceptive practices. I went in to keffer VW today ready to drive away in a new car. I searched and compared costs, milage, yr, ext very carefully and had found the car I wanted but already in the highest end of my price range. I'm a single mom of a special needs 5 yr old little boy, i also work full time with extremely limited free time to test drive cars and make the purchase. I test drove the car, loved it, started paperwork and that's when it all went downhill. The price they were financing was almost 3k more than the listed price. I was told this was for the protection plan, and that it was mandatory for every single car they finance. He (finance manager- *****************************) told me the website said this in the fine print, when it actually says the protection plan IS NOT required for financing. I read the ENTIRE fine print on every centimeter of the website. This is a clear cut case of false advertising. I told the financial manager I would happily purchase the car for the listed price but he would not remove the extra plan and honor what the car is listed for. He also told me every single dealership will add this on, and within just a few minutes after leaving and a few calls I found that not to be true. He insisted he paid more for the car than what is listed and that HE was loosing money on the car at the listed price, when I go to the website to read all of the fine print, the price of the car has now dropped by $200 after I left today. I took photos of the all of the paperwork to solidify my claims. This was a sale, not a lease! And to note, I'm not talking about taxes or dealership fees that are to be expected.

  Business response

  10/03/2023

  **************** appears to have visited our dealership at the described time, and looked to purchase a vehicle. It appears, *************** is referring the our dealer accessories that are added to all of our cars. Dealer accessories do get added to most of our inventory, and is added as an addendum displayed in detail, with pricing on every vehicle. Our website does display in every vehicle description that dealer installed accessories are excluded from the advertised price, in addition to documentation fee, tax, title, and license. With that said, we try to do everything we can to come to an agreement to make the selling price of the vehicle affordable to our customers. While we do not have any control over interest rates, bank requirements, etc, we will always use every resource we have help our consumers purchase a vehicle at our dealership. We have tried to reach out to **************** at the number on file, as I apologize for the poor experience and am confident that we can make things much more clear, and I will happily complete the transaction with no charge for the added accessories to the vehicle should she so choose. I will make an additional attempt, but have not yet been able to get in touch with ****************. If you have any further questions or wish to discuss this any further, please contact me using the email below. 

   

  *************************

  General Manager

  Keffer VW

  *************************************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 04/06/2023 I purchased a vehicle from the dealership. A couple days later, the car slammed on the brakes by itself while on the highway. A warning light came on. I researched the light and discovered there was a main safety sensor at the front of the car that helped prevent collisions. The research stated that it could be dirty and would need to be cleaned. As i checked the sensor, I learned that the mounting bracket behind the grill had been busted and cracked and the sensor was held in with tape (picture attached), This had to be done by the dealer because it has to be calibrated to get the warning light off and work correctly. I contacted the dealer and they apologized for missing it and said they would order me a new one. I was one time told it was on back order but now after trying to contact my salesperson (*****), she will not respond to my messages and sends me to voicemail. I also attached a document where they didn't transfer the tag properly and I was charged a fee. I also was told to finance the car, I had to purchase a $3,000 warranty so I did. Once I reached out to the financial institution to make a payment, they said this was not required. I confronted the dealership, and their response was "You can cancel at any time". ** even reached out to *****, the salespersons about just selling the car back to the dealership and taking a loss and she will not get back with me. She said they could not appraise a car without seeing it in person, but I just bought the car from them, and they appraised my trade in without ever seeing it.... How does that work? This dealership is terrible to work with and will not communicate or call you back. I will NEVER buy another Volkswagen based on my experience with this dealership. I purchased a new VW years ago and had a great experience in *******, ** at that dealership.

  Business response

  09/13/2023

  I am attempting to get ahold of the client. We thoroughly disclose all of our finance products, and they are clearly listed "optional." If there is any desire to cancel, or the products are not wanted, I will gladly process a cancellation for the client. As for the issue with the car, we put all of our vehicles through a thorough safety inspection as well as a ******************** inspection prior to delivering a car. With that being said, I am happy to speak with the client and set up a time to have one of my technicians look over his findings as to the issue he had found. Feel free to contact me to assist. '

   

   

  Best, 

   

  *************************

  General Manager

  Keffer VW

  ************

  Customer response

  09/14/2023

   
  I am rejecting this response because: I have not heard from the dealership and they know of the issue I reported. I have text messages from the dealer where they said they have ordered the part and that it is back ordered. I cant get a status update as I tried to call again today. 
  

  I uploaded screen shots of the text messages for the grill part. Also, they are covering up about the part where they said all financial info was disclosed. The lady told me I had to buy the warranty to get the financing. I was later told she was fired for not following procedure.  
  

  I have digged even deeper into this now and can also see that the vehicle was listed right a *****. My paperwork shows I was charged over ***** for the listing price on my documents. 

  
  

  Business response

  09/17/2023

  I have made multiple attempts to contact ******************** in order to see if there is additional information that needs to be collected beyond what we have in place currently. Therefore, I consider this matter resolved, but am still completely willing to discuss any further concerns with ******************** and honor any written commitments that our business has made to him. 

   

   

  Best, 

  ***********************;

  General Manager

  Keffer VW

  *************************************

  Customer response

  09/20/2023

   
  I am rejecting this response because: I have not heard from the company. My cell is ************. The dealership should have this. I will be glad to share phone records which shows no calls from the dealership. Why would i not answer if they reached out? 
  
  

  Business response

  09/22/2023

  ******************** and myself were finally able to connect with one another. We had some lack of communication on our part, and ******************** now has my cell phone number in case there is any communication issues. ******************** now understands any questions he had regarding his purchase. This matter has been resolved. ******************* can communicate with me via my personal number should he have any further needs. 

   

   

  Best, 

   

  *************************

  Customer response

  09/28/2023

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

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed this vehicle with my mother on 06/14/2022 from keffer Volkswagen, for the price of $42,584.80. When I first saw the vehicle it was in a really good shape and everything seemed perfect.(it had its few scratches and chips but its a 2014 so I didnt mind)I signed all the disclosures they claimed the vehicle had no issues and once I drove from the lot all was well until they began to call me back multiple times to sign different papers or they would cease the vehicle. So one day they claim they have a lower loan amount for $29,387.14 and while signing for that loan they swapped the damage disclosure and stated it WAS in a flood and collision. Now Ive already financed the vehicle and stuck with it. The car stayed fine for about 2-3 weeks. Thats when my full navigation/ radio went pitch black. I drove it in for a check up and they requested over $4000 for the fix. (Which I did NOT do) I drove it home and went on for about another week when the engine light came on. I didnt know what it was but I ran a diagnostic test on it and it came back with multiple codes. I got an oil change and had them do the same thing yet they claimed it was all fine. So I drive home and the radio comes back on like nothing happened. Stays on for maybe 2 months and then goes right back out(and has been out since then) now since I went to get a check up and it sent me into a limp mode where the car will not exceed 45mph. I still try to drive from time to time but when I come to a stop it lets off excessive smoke from the exhaust. I ran another diagnostic and it shoots numerous codes and now all I knew to do was contact the dealership. But they have refused to speak with me and cant even give me a text back. Im stuck with a large loan amount but a car that has been absolutely ruined with no disclosure.

  Business response

  08/12/2023

  Mr. **** purchased a vehicle on the date stated. Before finalizing the contract, Mr. **** was made aware of the previously reported flood damage on the vehicle. In addition, Mr. **** was provided with a vehicle service agreement. It is very dissatisfying that Mr. **** is now having problems with the vehicle that he purchased, some of which may be covered under his vehicle service agreement. We have given Mr. **** additional copies of the forms signed, and if he reaches out to Keffer VW, we will happily provide him with any additional information needed. 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We decided to trade our 2016 ***** Odyssey in for more leg room. I didn't want to give up my ***** but I needed the comfortability for leg room due to a motorcycle accident many years ago. We decided to get the 2018 VW atlas it offered the leg room we needed. We decided with Atlas on the strength and based on the word and trust of ***** in Management that they would fix the scrap/scratch on the left end back passenger door going into the tail of the Atlas. We all agreed. We were told that the paint guy comes on Tuesdays to bring the Atlas back on Monday to be dropped off in exchange for a loner vehicle. We left with the vehicle on Friday to come back on Monday and get a loner vehicle so the repairs can be done to the Atlas. Everything went smooth we got the loner and returned on that Thursday. Unfortunately when we returned to get the vehicle the repairs wasnt fixed. The painter did a temporary botched job and told the dealership that the car would need tp be sanded down and painted over the vehicle damage. As you can see in the attached photos the painter touched up the scratch and because it didn't dry properly the paint is on the black area of the car. The paint is smeared and it's clear the dent/scratch/scrap is still there. I was promised by ***** that they would take care of this in terms of us purchasing the vehicle. If I agreed to leaving this dealership with this type of damage that would be on us. However we were told thatbthe vehicle would be fixed. We've been waiting on a call from ***** or someone in Management it's been 3 weeks and we've heard nothing. I'm highly disappointed and embarrassed to have this type of damage on a vehicle that was promised to be repaired. Attached will be photos of the smeared paint and damages. This VW dealership why sale a car of this type of damages without repairing it or make promises that wanst kept.

  Business response

  08/05/2023

  **************** purchased a vehicle from ** 7/14/23 - a 2018 Atlas with ******* - as is, per our as is agreement that was signed, stating that every vehicle we sell is sold as-is. We did agree on some paint touch up, despite it being as is, as a courtesy to the customer. We had the paint touched up, which did improve things, but naturally it did not bring the vehicle to perfection. Unfortunately, we are not able to fully repaint the vehicle for them. We did, however, fulfill our agreement to touch up the paint on the vehicle. 

   

   

  Best, 

   

  *************************

  General Manager

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to this facility last week to trade my car. Me knowing that I would have to put something down and that my credit wasn't great. First of they contacted me stating they wanted to purchase my car. So I let them appraise it and when I asked for the numbers o was told, oh we will get them to you." The guy I was dealing with was off for a couple of days and I called back 3 times to get the numbers I wanted to make an informed decision with my husband. I never received the numbers. I went back to the dealership on 6/8 and spoke with *****. We test drove a Tiguan and I did not like it. I told him that I needed to speak with my husband and show him some numbers. He said no you don't, just call him. He also said, why don't you just let this car (my atlas) go back and just put a down payment on another car. I said that I didn't want to make my credit worse. I told them that my husband and I would be back at 6pm on yesterday. The salesman text me at around 5:45pm and said the bank backed out of the deal. They must think I am stupid. Banks don't back out of deals, they just could not get the payment I wanted.

  Business response

  06/17/2023

  ********* visited the dealership attempting utilize our upgrade/exchange program. We obtained a very complicated approval for her from our lending source. We internally did a poor job giving her a thorough explanation of the approval and her different options to move forward. We practice consistent trainings internally to allow us to grow from this and properly explain our clients any information pertaining to their potential transactions in a thorough, and professional manner. 

  Customer response

  06/21/2023

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

*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. ↩