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:06/02/2025

  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.

  I purchased a vehicle and it had hidden faults

  Business Response

  Date: 06/03/2025

  Response taken over the phone by BBB staff MN

  Business states the customer has already been into the store and they took the car back and refunded his money.

• Initial Complaint

  Date:10/04/2024

  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.

  From the first week, I encountered issues. I was unable to register my vehicle with the VW Net app, which is essential for accessing most of the car's features. I immediately scheduled a service appointment, but upon arrival, I was informed the system was down, a problem that lasted for weeks and was even reported in the news. I rescheduled, and the service team diagnosed the issue as a faulty module. The part was ordered, but when I returned, it turned out to be the wrong part. Days later, I was informed that the correct part was on backorder with no estimated time of arrival.
  
  
  
  
  I am extremely frustrated with the lack of communication and the failure to resolve the ongoing issues with my vehicle. Despite paying a higher monthly rate for an upgraded model, I cannot use critical features such as Apple CarPlay, music, WiFi, and most importantly, automatic start—an essential function, especially with winter approaching. The car is not providing the features I was promised and am paying for, and the dealership has not provided any meaningful resolution.
  
  To add to my frustration, a month ago, the dealership began contacting my daughter *******, whom I referred to Joseph ******, about trading in her vehicle early. Given the poor treatment I have received, I am outraged at the idea of anyone I know experiencing this same level of disregard.
  
  This situation is unacceptable. As this is a lease, I am paying for a fully functioning vehicle, and I expect to receive what I am paying for. I demand immediate resolution to the ongoing issues with my vehicle, including either the repair of the faulty module or a replacement vehicle with the promised capabilities. If I do not receive a satisfactory response, I will be forced to escalate this matter further.
  
  **** ********** ****** **** ***************** 

  Business Response

  Date: 10/30/2024

  We are very sorry but this is out of our control. Volkswagen has these parts on backorder with  no ETA for arrival. You may contact Volkswagen Customer Care at 800/822-8987 for a resolution.

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Although the part is on back order, I am still driving a car that does not have the capabilities that I am paying for. I specifically chose this model for a reason, those reasons are not being met. I have requested a loaner u til my part arrives and was promised a resolution and nothing has happened. I have been ignored. I have left message for the finance manager with zero responses. This is a lease and I am paying almost $150 a month for a car that has less capabilities than the car I turned in early at the dealers request. Folder temps are coming and the main reason I upgraded sooner was for automatic start. This does not work. I have requested over and over for at least a loaner car/ rental u til my part arrives and nothing has happened. If that can’t happen I feel we should be talking about a refund for the money I have paid and adjustment to my payments to reflect the standard capabilities I currently have. 
  

  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:10/01/2024

  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.

  Purchased a brand new 2024 R Line Atlas on May 24, 2024 in the amount of 77k with approximate 15 mile on the odometer.
  On Sept 3, 2024 my vehicle gave me all types of warning signals,(lights on attached below) at this time odometer was reading 1659 miles. I took it to the place of purchased and I was originally told that it could be driven. I didn't feel comfortable and let in their care. I reached out the service dept via email on 09.06.2024. The return email was received on the same day stating that it will be looked at on 09.09.2024. I did not hear from them so I reached out and inquired about the status, the response is attached below. Then at this point I asked about a loaner automobile. I pick up a loaner on 09.10.2024. From that point on, I have not had any correspondence from the dealership. I reached out on 09.16.2024, they responded the same day and stated that she was out if the office and will update me. I reached out again on 09.25.2024. No response until today 10.01.2024 received a generic email today (image #2 below)

  Business Response

  Date: 10/02/2024

  This vehicle is repaired and we have called our client to pick it up.We are very sorry for the extended repair time.

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Yes, I have my automobile back in my possession.  However, some compensation should be paid for the length of time that I didn’t have  my  “BRAND NEW” automobile in my possession .  One month of financing, satellite radio service, car washing subscription was all paid by me, as my automobile sat in their lot unattended.  
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attended a charity auction and won a certificate for a full vehicle detail at Ken ganley Bedford, Ohio. I contacted them to redeem my certificate which I won for $150. I told them when I scheduled the appointment that I had the gift certificate and they said it would be no problem and schedule the appointment. I left work early and made plans to be picked up as they said the detail would take two to three hours. When I arrived at Ken ganley I showed them the certificate and they said it would not be honored because they have a new GM. They kept my certificate but I have a picture. It is not expired and I just don't understand if they weren't going to honor why schedule the appointment. See attached pictures. Also see the attached flyer for the charity auction I attended.

• Initial Complaint

  Date:07/18/2023

  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.

  I took my car to be repaired for a simple tire repair on 7/18/23 @ 10:30am. I had a warranty on my tires. There was a new male worker. I waited for them and I never heard back from the repairs department until after 1pm they called me to explain pricing I told them to do everything that was in warranty, plus tire rotation. The worker hung up on me 3 times, then he lied and said he never did that and he said he never spoke with me 3-4 times today and I have the call log of 6 times and a text from the dealership. Now here it is 4:32pm and my car is still not ready the simple tire has not been fixed and the worker is acting as if he did nothing wrong. Then of course I’m upset they send a black man who is not the manager over to talk to me. I said I requested a manager or service director. He then said sometime our people need more help and he was insinuating that because I’m a black woman that I would only do well with talking to him only. I then told him you have completely lost me because this is not a black or white issue it’s a service issue and when I pay the bill the money is green with no other colors. I was offended and they ruined my entire work day for no reason in which they could rectified this situation a long time ago instead of wasting my entire day. I want to be reimbursed for my complete work day or crisis towards my account for further repairs. They wasted my entire day for a simple repair tire and they used racial ethnicity to try to justify their mistake. I don’t appreciate that and I am extremely offended by their unprofessional tactics to prevent a complaint from taking place.

  Business Response

  Date: 07/26/2023

  I heard about this complaint on 07/19/2023 and I called and spoke to ******** on 07/20/2023. After speaking to her I apologized for the actions of my employees and told her a check would be sent out for her missed day of work. I have attached the check that was sent to ********. 

• Initial Complaint

  Date:02/27/2023

  Type:Product 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 lease a 2020 Tiguan. It’s been a problem from the start but as of November 2022 I had a consistent problem with the check engine light. I had a part fixed early December 2022 that i was told would fix the issue.check engine light came back on again a few days later. on 12/19/22 they gave me a loaner. I got my car back 1/6/23. check engine came back on 1/9/23 and when i took it in the next day they said it was a valve. Valve was replaced on 1/13 and check engine came back on the next day. I took the vehicle back to service on 1/16/23 and was given a loaner. I never received an update- instead my car was driven around the next 2 days in Akron without my knowledge running up 200 miles on my lease. My vehicle wasn’t returned until I left a vm with service advisor Daniel for an update as promised. NO UPDATE RECVD, i called back 3 wks later for an update and was told they needed to get clearance from VW to remove the head gasket for carbon build up and there wasn’t an eta on when my car would be completed but that’s it’s under warranty and id be updt weekly. This was on 2/2/23, NEVER RCVD A UPDT. Eventually my husband talked to Service Director, Aaron. Who wasn’t aware of the situation with my vehicle and also clearly stated MY VEHICLE SHOULDNT HAVE BEEN DRIVEN WITHOUT MY CONSENT, we requested a good grace payment as to the situation being that we hadn’t had the car in months said he’d look into it and call back. NEVER DID! service advisor Mike called and advised my car would be worked on the week of 2/20/23-it wasn’t. Instead VW corporate emails me to let me know my vehicle should be completed 2/27. as of today 2/27 there’s no eta on when my car will be completed, as well as AARON STATING THEIR GOOD GRACE IS NOT MAKING US PAY FOR THE SERVICE SINCE ITS NOT COVERED UNDER WARRANTY ,when I had already been told it was covered.Between 12/19/22 and today.I’ve had my car 10 days! And I’ve been paying a Carnote on a vehicle they refuse to fix or help but have driven 200 miles!

  Business Response

  Date: 03/20/2023

  Cathy left verbal response on BBB employee (**) voicemail:

  I just wanted to let you know that we did buy that car from them. They are no longer even involved in it. So, they should apparently, they're happy. They are resolve and they got their money. 

• Initial Complaint

  Date:12/05/2022

  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.

  I purchased a tire warranty package with my car through Volkswagen and I was unable to use it. On 12/3/2022 I went in to my previously scheduled tire warranty repair appointment at 1:00pm. At 2:45pm I was advised that I would not be able to keep the warranty tire on my car because prior authorization was not obtained. My other option was to pay cash for the repair, with no reimbursement, put the donut on the car or put the bad tire back on the car. I opted to put the bad tire back on the car. The tire had not been plugged/repaired or anything. I left the dealership with the same faulty tire that I came with. The prior authorization was to come from Volkswagen, but they were closed on Saturday. The person who scheduled the appointment earlier in the week didn't obtain an authorization. He knew the tire had to be ordered. He called me on Friday evening to confirm the tire was in and that it would be installed. I was not treated well. I was treated poorly. I have been dealing with Volkswagen products and services and driving their cars for many many years. I had nobody to try fixing the problem. Everyone stood around looking clueless. I was told authorization had to be obtained on the next business day , but I explained I wouldn't be able to come back for repair for 2 weeks. That didn't seem to make any difference. I had to rearrange a ride for everything I do there after because I knowingly have a faulty leaky tire on my car. This lease is over in 2024 and that will forever end my relationship with Volkswagen. New or used cars. As far as I am concerned this tire warranty package and Bedford Volkswagen is of no help to me at all. As of 12/5/22, the tire on my car is still bad.

  Business Response

  Date: 12/08/2022

  Today we picked up Ms. ********s vehicle and replaced the tire. We also filled her gas tank for her inconvenience and will be returning the car to her shortly.

  Customer Answer

  Date: 12/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  

• Initial Complaint

  Date:09/29/2022

  Type:Product 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.

  May 14, 2022 Purchased a 2022 Volkswagon Jetta 27miles on speedometer at Ken Ganley Bedford Imports
  By June 2, 2022 800miles heard Knocking sound coming driver tire area
  June 8, 2022 1000miles two hours troubleshooting at Ken Ganley Bedford Imports
  Found Right and Left control arms to be faulty
  Parts truck broke down June 10, finally delivered but didn’t have loaner vehicle w/o June 13
  June 22-July 1 (10days had my car becase they didnt check the incoming parts) Replacement of the right and left control arms
  Dropped off June 22 1798 miles, called and told me they had Received two left control arms, parts truck didn’t deliver until June 25, worked on car 2:45pm June 30.
  Pick up car on July 1
  July 5, 2022 knocking noise still heard and control arms appear same presentation, called them.
  Left waiting w/o July 4, called me July 11, left waiting w/o July 11, called me on July 16 after I called him first
  July 27, 2022 2795 miles Ken Ganley Bedford Imports trouble shoot for possible next fix
  July 28, 2022 – Mike ****** called and stated that the front driverside CV drive axle will need replaced.
  July 29, 2022 emailed Mike ****** to check on the “pop” “click” noise that car makes when going out of Park into either Reverse or Drive.
  Requested open work order document for axle replacement but havnt received any reply 8/8/22 & 8/11/22 – finally received on 8/15/22
  As of 8/16/22 still waiting on drive axle, Ganley still has vehicle (has had vechile since July 27)
  i feel they should reimburse me for the hassle they put me through and for my two car payments i made while my vechile sat on their lot.
  i did settle with volkswagon , i was told to contact the dealership to set up an appointment. i called for three days and still not getting through to make a simple appointment. the closing paperwork showed via FedEx it was deliverd but no one at the dealership can find it.

  Business Response

  Date: 10/03/2022

  Ms. ***** is working directly with Volkswagen at this time. They are buying her vehicle back.