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:12/02/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 salesman for a 2024 Jetta Sport manipulated me into paying $5000 more than the list price. First the vehicle was on sale and the final contract reflected the listed value not the agreed upon sales price. I was charged $2000 extra for protection plans I refused in person despite 30 minutes of attempted manipulation by another salesperson; nonetheless the $2000 fee ended up in fine print on the contract even though I refused both in person. I did not note this at the time because I had already refused the protection directly to the salesperson who then refused to honor my request and slipped the protection price into the bill. The salesperson lied to me repeatedly and the longer works there. The dealer is flat out dishonest - they use bait and switch - advertising a sales price and charging the sticker price. They use every slick and manipulative tactic possible. They refuse to negotiate honestly and show no integrity or good faith. The salesperson was completely insincere and manipulative and no longer works there for undisclosed reasons. The sales manager is continually in meetings every time you call. The finance manger says nothing you signed the contract. They did not honor their advertised sales price which is on record and a public record!

  Business Response

  Date: 12/20/2024

  May I please have until 12/27 to respond to this complaint? 

  Business Response

  Date: 01/02/2025

  We are currently still waiting on a response from the customer. He should promptly reach out to us and ask for the General Sales Manager. 

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22612593
  
  I am rejecting this response because: I have called several times but not connected with the sales manager. Their offer of $750 does not account for fact both protection packages were $999 or basically $2000 I wanted them both cancelled as I asked for neither and several times told the finance manager that and he flat out ignored what I said. They discounted the suggested retail price but the salesman lied about that and basically did a bait and switch as the model I thought I was asking for is between 1 and $3000 less. In fact the newest 2025 model is less than my 2024 model. Moreover the salesperson was not transparent with the states outrageously high registration fee which no out of state person under time constraints could anticipate. Fi
  
  Sincerely,
  
  Dr. ***** ******

  Business Response

  Date: 01/24/2025

  We have reached a mutual agreement with the customer. At this time, we respectfully request this complaint be removed from our account. 

  Customer Answer

  Date: 02/12/2025

   
  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,
  
  Dr. ***** ******

• Initial Complaint

  Date:10/24/2024

  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.

  I bought a ******************** June, I drove it for about a wk then the light came on and I took the car back was told they did the alternator. Got the car back drove it for maybe another wk the engine light comes on the car was leaking fluid into the engine and needed to be replaced. Since the fifth of July it has been at the dealership. The dealership doesnt reach out to me unless I have called them asking questions. So far Ive heard a broken seal, they ordered a tool, a battery, and a realignment. Why are so many things wrong w the car. While I was looking on my usb they gave me for warranty info cause its odd that its taking four months and the car is still not drivable. The dealership gave me a usb that was filled w at least 6 pages of the previous owners information ssn, address, license number and more. When I brought it to their attention and hers the Sales ****** ***** accused me of crime and threatening . I was called yesterday at like 2 saying the car was ready to be picked up I went down there picked up the car drove maybe 10 minutes. Made it to Aliante and the car broke down started smoking wet stuff from the back and driving bad. Called the dealership and had them pick me up. They sent me home w the car back to them to fix and said they would call me in the morning. I dont trust them, I dont trust the car, I want out of it completely. Its wrong they gave me someones info and then accused me when it was give to me by a worker there who put my paperwork w it.

  Business Response

  Date: 11/15/2024

  All involved parties regarding this matter have been fully satisfied,and we respectfully request this complaint be completely removed from our account.

  Customer Answer

  Date: 11/18/2024

  My complaint still stands the experience still happened and the poor customer service was still given. I wasnt talked to or treated right by this company. I still didnt receive a reliable transportation that I was looking for. 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22468054
  
  I am rejecting this response because:

  Date Sent: 11/18/2024 5:07:43 PM
  My complaint still stands the experience still happened and the poor customer service was still given. I wasnt talked to or treated right by this company. I still didnt receive a reliable transportation that I was looking for. 
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 11/25/2024

  We have gone above and beyond to try and make this customer happy. We have tried to apologize, with no response.  Any money she spent on the vehicle we ended up buying back from her, was returned to her in full, and she said she was satisfied with our resolution. We tried to get her into a different vehicle, and she refused.

• Initial Complaint

  Date:10/10/2024

  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.

  I purchased a used car from this dealership September 12, 2024 after getting the car home the second day it started making unusual sounds. I went and got a diagnostics on the vehicle to be sure that everything was fine with the vehicle. I got some disturbing news from the diagnostics stating that the car needed about $3000 worth of work. I took the diagnostics to the car dealership service center and provided them with this information immediately the service manager ***** went to advise me that where I got the diagnostics from was just trying to trick me into thousands of dollars worth of work and that nothing was wrong with the car and advised me that they would put WD-40 on it to stop the noises that I was Hearing and this would resolve the issue, although i had paid for the diagnosis out of my pocket. So The very next day AFTER they oiled it down with the WD-40 the noises proceeded. I took the car back to Centennial Volkswagen, and they said that they would replace the cv axle after test driving the vehicle again, even though I had a diagnostics paper stating the issue was something else which was the struts and control arms, so after they replaced the parts that they wanted to replace which was the CV AXLE, and completely ignoring the diagnostic that i had provided, I received the car back and the very next day after them replacing those parts the car started making the same noise again!!!!!! So I took the car back up to the dealership. They did another test drive with me and Finally discovered it is the struts and control arms that need to be replaced which is what the original diagnosis stated that i took to them, so when I called to check and see what the next steps would be, They advised me that theres nothing they could do for me and they dont care. Saying They already put money into it and Theyre not putting any more money into it and they simply told me they dont give a d**m, which I actually have a recording of with this info

  Business Response

  Date: 10/22/2024

  During Mr. ****** initial visit we reviewed the recommendations he received from another repair shop. The technician inspected the vehicle and dismissed the validity of the recommendations as the lower control arms were recently replaced on 2/24/2024 @a Meineke location in ********* approximately ****** miles prior to the sale of the vehicle. The struts were the second recommendation by that shop and the technician found no reason to condemn them based on performance/condition. The technician narrowed the sound down to the drive axles and proceeded to add proper amounts lubricant (not WD-40) in an attempt to isolate the noise that was occurring. After lubrication, the noise was eliminated and a test drive was performed.  At that time the technician deemed the axles to be performing correctly and Mr. ****** left with the vehicle. The next day Mr. ****** made a return visit and mentioned that the noise returned. We were able to get approval from the sales department to order the replacement axles and Mr. ****** would return once those parts arrived. We then replaced both right and left side axles as a show of good faith considering these parts are considered a safety item. I explained to Mr. ****** this repair was an exception as the vehicle was sold as-is and there are no conditions of the sale requiring the dealership to participate in said repairs. The vehicle was again test driven by several members of the service department and no unusual noises occurred at any time. Mr. ****** returned 2 days later with another complaint of unusual noise.The vehicle was again test driven by the technician and he determined a completely different noise had developed. The technician inspected the vehicle again and determined the noise was from the struts however, again there was no reason to condemn the struts as they were performing correctly and are not a safety concern. The technician also mentioned the noise that is occurring is indicative of this vehicles suspension/strut design.  The dealership can no longer participate in further repairs of Mr. ****** vehicle as it has been deemed roadworthy and safe. The recommendations made by the other shop are a clear misdiagnosis of the customers concern and are not representative of the condition of those components. If Mr. ****** would like to proceed with the repairs please refer to quote below:
  
  Front Struts - $500.00
  Labor (3.0 Hours) - $507.30
  Alignment - $169.95
  
  Total Repair - $1177.25

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22398951
  
  I am rejecting this response because:

  They stated the tech inspected the vehicle and dismissed the validity of the recommendation due to the lower control arms had been replaced February 24 of 2024 and also stated there was no reason to condemn them due to the performance and condition, The second recommendation was the struts and they again chose to dismiss the validity of that based on test driving the vehicle and narrowing the sound down to the vehicle just needing lubrication on thenewly repaired control arms, and struts after the lubrication the noise returned by time I arrived home the same day due to me living on the other side of town I cannot afford to go back-and-forth all day, so I was able to return the next day at this time we test drove the car and it was determined by the technician that the noise was coming from the axles, and after choosing to replace the axles, the same exact noise came back the same day by time I got home so again i cannot afford to constantly go across town (hence i just bought a car and still have other bills) so when I was able to return with the car i returned stating that the same noise had come back, it was never a different noise that was heard after ***** and the technician test drove the car. They returned and said the noise is coming from the struts, which, in the beginning, they said, they dismissed the validity of that because they had just recently been replaced earlier in the year, but also when they sold me the car, the inspection results state that all of these things are fine and that nothing is wrong with the car I get they replaced what they inspected and found out needed replacing for safety reasons after I purchased the car which was the axles, but this was something that could have been taken care of before me purchasing the car, especially since the report says that it was in fine working condition and it was safe to sell the vehicle from the get. Theyre saying that they did this in good faith, but I feel that they replaced the part that they knew it would be a safety concern if the issue was taken any further to dismiss me and choose not to assist me, which I think is unfair due to the fact that I simply cannot afford these repairs after purchasing the vehicle if I would have known that the vehicle would have needed extra thousands of dollars of labor, I would not have purchased the vehicle and that is the part that I feel is unfair and unjust. I do understand that the car was sold as is, but when looking at the report after purchasing the vehicle, it says that these things were inspected and passed inspection and how with the axles have passed inspection if they were unsafe for me to drive, which is the reason that you stated you replaced them.this means either one of two things someone did not inspect the vehicle or either lied on the paperwork because I would not have purchased the car knowing that I would have to replace the struts or control arms again. I honestly cannot afford the repairs on the vehicle and I am just simply asking for the dealership to please be human and understand my position. I just recently put the down payment down on the car which was $2000. I purchased the car September 12 which means I had just paid my rent and i used my savings to purchase the car. Ive already paid to register the car and my first car note was due October 17 (which just shows how long i have been dealing with this) and that was $396 and now you guys are saying its gonna be $1177.25 for you to repair the struts (if I would like to pay) altogether thats $3573.25 without the cost of the registration, so if I could afford that much I would have picked a different/newer car. So all Im asking is to be fair and the dealership will never hear from me again.

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

  Business Response

  Date: 11/14/2024

  Although we do not agree with Mr. ****** position on these items, we do have authorization to now cover the cost of labor to install the lower control arms and complete strut assemblies if Mr. ****** will cover the cost of the parts.Below is the breakdown:
  
  Complete strut assemblies (front) - $610.14 ($305.07 Ea.)
  Lower control arm assemblies (front) - $796.58 ($398.29 Ea.)
  Tax - $117.81
  Total cost to ************ $1524.53

  Customer Answer

  Date: 12/03/2024

  the car completely stopped working so theres that.

• Initial Complaint

  Date:03/20/2024

  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.

  This dealership REFUSES to help fix a safety concern in my vehicle and we feel unsafe driving around town with our newborn baby. **** been complaining about the same break issue since 10K miles. **** taken the vehicle in MULTIPLE times and theyve told us theres no fix. We took the vehicle in again yesterday where they apparently found a fix but are refusing to do anything about it because its now out of warranty but weve been complaining since it was still in warranty. The vehicle has had MULTIPLE issues since we bought it brand new and theyve done nothing but push us away refused to help. Wont answer our phone calls anymore and when they do they immediately hang up on us. We were sold a lemon and do not feel safe in driving this vehicle. It has already had 5 issues and been in the shop for over a week at a time with no fix. They refuse to even offer to buy back the vehicle and are leaving me and my newborn in an unsafe situation and condition.

  Business Response

  Date: 03/21/2024

  There was a change of ownership back on October 16, 2023. Our first service appointment with the customer was on December 18, 2023. The service completed was a ****** mile service and there was no complaint about a brake issue. On March 18, 2024, the customer returned, and it was noted that the phone charging pad was not working, the rear kick sensor was not functioning properly, the front brakes were noisy, and the A/C was not getting cold. The phone charging pad complaint was verified, and the part is on special order at this time. The kick sensor was found to be operating within Volkswagen specifications, and a video of the proper operation was sent to the customer. The front brake rotors were glazed and 8mm remained on the pads. We recommended to replace the front rotors and brake pads with aftermarket products, to resolve the issue. The customer declined the repairs. The blower motor was replaced to fix the A/C complaint. We are unaware of any safety issues that *** have been before the change of ownership. We completed the necessary work brought to our attention,as well as a multi-point inspection, and found no safety issues with the vehicle other than the recommended brake service. We welcome her to come in and we will do another complementary inspection of her vehicle. If she feels that is not a sufficient resolution, she will need to contact Volkswagen Customer Care. 

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  They refuse to fix a KNOWN issue because there is no code showing. They literally told me to wait until it gets worse and starts showing a code. Are you kidding me??? The issue: intermittent Travel Assist fault that will ding and pop up a message. Sometimes it will do it every ***** seconds and other times it won't happen for days. It's a common issue on any VW that has the touch sensitive steering controls. Again, COMMON issue but they refuse to do anything about it with no code and told me to wait until it gets worse and causes an issue that will cause a code. Trash customer service! This is my 3rd VW and it WILL be my last.

  Customer Answer

  Date: 03/27/2024

  The issue in my original complaint came back as expected. I took the car back to Centennial VW again and this time the car showed the codes they claimed were required to fix the issue. They have replaced the steering wheel per the *** that was released May of 2023.

  I want to be clear. I believe the codes showed the first time but someone cleared the codes intentionally for whatever reason I can not say. I have no proof but considering the codes were there this time (I verified before taking it back to VW with my own code reader), I am pretty sure they were there previously as well when they denied service. They did not fix the issue out of the kindness of their hearts or because of my complaints. They fixed it because I am pretty sure they knew I checked the codes against the *** this time and had no other choice. They didn't do the right thing because they wanted to. They did it because they didn't have q choice this time.