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:02/14/2024

  Type:Billing 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.

  Three Rivers VW has a sign at their service desk that states “cash, checks or debit cards are not accepted for payment.” Only credit cards are accepted for payment and a 3% service charge is charged for using a credit card. I do not see how a service charge can be charged on the only payment form you accept for payment of service performed.

  Business Response

  Date: 02/29/2024

  I've attached the sign that is in my service department.  *** ***** just read it wrong.  

  Customer Answer

  Date: 03/04/2024

  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.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the 
   
  It appears that the sign has been altered from the sign that was there when the incident occurred which I issued my complaint about. Unfortunately I didn’t take a picture of that sign and therefore haven’t any documentation. I can only say that I am a Senior Citizen on a fixed income on would not have paid over $60 for a service charge if there were other options to pay my bill. Also, service/office personnel did not say anything about any other options to pay when I complained about the service charge for credit card payment because at that time there were no other options. I have purchased 3 vehicles from this dealership and used their service department often but I am now done dealing with them and will advise anyone who ask me about them to not due business with them. It is not worth any more of my time on this issue. Thank you. 

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

• Initial Complaint

  Date:06/01/2023

  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.

  2018 Volkswagen Tiguan purchased as a certified pre owned car with a clean CARFAX approximately 18 months ago. Approximately 4 months ago the drivers side rear quarter panel started to rust out. Dealership was contacted in regards to the fender. I was asked to bring vehicle in to be evaluated, which I did. Service director evaluated the fender and stated it had been fixed previously and warranty would not cover repairs. The dealership put a product on their lot and sold it with a warranty that covers everything but wear and tear items. The quarter panel is not a wear and tear item. They failed to check the vehicle for defects before selling it as a certified pre owned vehicle with a warranty, not my fault! They are now unwilling to honor said warranty for the auto body repairs, upwards of 4500.00 dollars to be fixed correctly! I feel these are terrible business practices and they’re taking advantage of consumers. I would like to resolve this by them honoring the warranty and paying for the repairs needed. I have an estimate from a reputable auto body shop already prepared. Sincerely **** ***********

  Business Response

  Date: 06/07/2023

  Thank you, We have received the initial complaint notification for ** *********** and are looking further into his concern. Although the vehicle was sold in good faith with a clean Car Fax report. We are working towards a solution that will be best for both parties. I will contact Mr. *********** once I receive the estimate from the body shop and have had a chance to review it.

• Initial Complaint

  Date:08/26/2022

  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.

  on 8/23/2022 i had my car in for service for a leaking water pump/ thermostat housing. I had a local mechanic take a look at the coolant leak prior to making the appointment at Three rivers VW, my local mechanic identified the leak was coming from the water pump/ thermostat housing . With that being the problem, VW extended the warranty of the water pump on my 2016 Jetta to 2024 or 80,000 miles . I called three rivers and they confirmed that the warranty was extend on my car for the water pump, they would have to confirm their self that is the problem and if so the water pump and labor would be covered. They confirmed that the water pump and thermostat housing was leaking. The service advisor said i would have to pay for the part and the labor of 335.40. The housing has to be removed to get the water pump off and the water pump back on . The thermostat housing is connected to the water pump. The notes on the paperwork also states that the tech found leaks coming from the thermostat housing and suggest replacement while vehicle is apart for water pump. I spoke with the service manger about this and he said there is nothing he could do about the labor cost, but would reduce the part cost to 299.95 which is still over what you can get it from VW. I called Hawk VW and they confirmed that the thermostat housing would need to be removed to get to the water pump no mater what and no additional labor would be needed to remove/reinstall this part . Hawk VW said they would only charge for the additional part thats not covered under the extended VW water pump warranty . I also called 1Cochran and they said they same thing, no extra time is needed to charge because the Thermostat housing has to come off and on while doing the water pump. you tube also confirms this. All i am looking for is to be treated fairly with the price . as you can see in the notes ,it confirms that while water pump is off, replaced the thermostat housing. all im looking for is refund of labor.

  Business Response

  Date: 09/12/2022

  I personally spoke with *** ******** about his complaint.  Complaint ID# *********  It was a misunderstanding and he is totally fine now.  He actually went in to cancel the complaint after we talked but it was too late.
  
  Thanks,
  
  John B****
  
  Three Rivers Volkswagen

  Customer Answer

  Date: 09/13/2022

  [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,
  
  
  
  ******* ********