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:03/24/2025

  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.

  I took my car for much needed service repairs on February 26, 2025 around 9:30 AM. I requested a full inspection and engine diagnostic on the car. I was provided multiple reports of what was recommended to fix on the car, however when I got the car back on March 5, 2025 and drove the 1 hour and a half back home, my check engine light came back on. I called the company and advised them of the issue, they told me to bring it back so they can take a look at it. I took it back that next morning, Thursday, March 6, 2025. They proceeded to tell me that I needed spark plugs and wires at $754 and I declined the service. The following day, Friday, March 7, 2025, my car broke down completely due to coolant and oil mixing in a cylinder. I called the company again and told them the issue and they once again advised me to have the car brought back to them so they can check the issue. They checked the car and stated that it was no fault of their own that caused the coolant and oil to mix, however they had replaced the coolant tank in my car during the service and were supposed to do a coolant flush. After speaking to multiple people affiliated with the company, they were adamant that they did not cause the issue, although they admitted that they noticed that a cylinder had misfired during a diagnostic before returning the car to me and stated that they test drove the car and just reset the code since they replaced a sensor and just assumed that was causing the misfire.

  Business Response

  Date: 04/03/2025

  The vehicle arrived on 2/26/25 with a check engine light on, having 70,000 miles of service, and a total mileage of 142,020 miles. It was the first time visiting our shop. Upon diagnosis, we found the check engine light was triggered by a camshaft positioning code. After clearing the code, it immediately reset. We thoroughly inspected the wiring and found no issues, so we proceeded with replacing the camshaft positioning sensor, as indicated. After clearing the code again and performing a test drive, the light did not return.
  The customer returned on 3/6/25 with the check engine light on again and the vehicle running rough at 142,218 miles. Further diagnosis revealed misfire codes, and we discovered aftermarket spark plugs and wires were installed. We recommended replacing these with OEM plugs and wires, but the customer chose to decline the recommendation and took the vehicle.
  On 3/14/25, the customer returned once again, reporting a check engine light, rough running, and noticing that oil was mixed with coolant. The car was also emitting smoke. Upon inspection, we confirmed the issue and advised that an engine replacement would be necessary. The vehicle is in our service department parking lot and waiting for the client to get it. 

  Customer Answer

  Date: 04/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there is information that was stated over the phone by Mike in the service department, Ray the company owner, and the Service Department Manager (Stephen I think) that was NOT included in the report. It was told to me that they DID a final diagnostic test on the engine before returning it to me and saw that a cylinder was misfiring, test drove it and since no light came on, they ASSUMED the issue was because of the new camshank sensor instead of doing a thorough inspection on March 5, 2025. When I brought it back on March 6, 2025, it was explained by Mike (at a later date over the phone AGAIN) that a true diagnostic test was NOT done on the car and they just again assumed it was the spark plugs because they saw “aftermarket” plugs and wires in the car. The service was declined because they wanted to price gouge and charge $754 for spark plugs and wires when the plugs and wires are only about $100 at the most and replacing them does not require $600 of labor. The following day, March 7, 2025, my car fully broke down and I could not have it towed back to them until March 14, 2025 because they don’t offer tow services and my insurance company only covered 15 miles of towing. I had it checked at the nearest mechanic shop, was charged $45 for a whole diagnostic on my car and they found that coolant and oil had mixed into a cylinder that was already misfiring from the beginning. I am not surprised at the response from Midlands Volkswagen as they have been adamant on not claiming fault at any point, however phone conversations will prove otherwise .

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

  Customer Answer

  Date: 04/04/2025

  I would also like to point out that their scheduling site did not provide me with an option to get more than a 70k mile inspection even though my car had over 140k miles on it. When I went into the business on February 26, 2025, I was even given recommendations on what to take off and keep for my service of my car and the young lady that assisted me did not mention changing that specific service. She advised me to take off cleaning services since they wouldn’t do a full cleaning on my vehicle like the site stated, an air conditioning service to check my ac/heating because they would need to keep the car (which they did anyway for other services), and dent repairs because they don’t do that. 

  Business Response

  Date: 04/21/2025

  To Whom It May Concern,
  We have completed two documented services for this client, both of which were approved and paid for. Attached are the corresponding Repair Orders for your reference.
  Additionally, we have included the current Repair Order, which was opened on February 26, 2025, March 6, 2025, and March 14, 2025. The client has been contacted multiple times and asked to retrieve her vehicle; however, she has declined to do so. As of now, the vehicle has been abandoned on our premises for over a month.
  We have fulfilled all requested services and responsibilities regarding this vehicle. Based on the above, we respectfully request that this case be closed.
  Sincerely,
  Midlands VW
  

• Initial Complaint

  Date:11/17/2023

  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.

  Nov 4, I agreed to purchase a brand-new vehicle from Midlands Volkswagen of Columbia. Nov 8, I found sales documents of **** ********* ****** of Florence, SC, buying the vehicle that I purchased with 10 miles on the odometer in Aug.23, along with a postal receipt and a Food Lion receipt. I called Midlands Volkswagen of Columbia the same day, asking for an explanation of the documents. I also called and told them that the vehicle's sensors were going off every time I turned the car on, and the airbag and seatbelt sensors continued to go off, although no one was in the passenger seat, and I had my seatbelt on. I was told I would get a callback, but I did not. I came to the dealership that same day and showed Karl the paperwork of the previous sale, and explained my concerns about the vehicle. He took the paperwork from me and refused to return the original paperwork or grant me copies. I was then told to leave my vehicle with the dealership for them to look into the car issue. I was told this issue would be resolved by noon the following day. On Nov 9, Karl called me and stated there was a software issue with my vehicle and would call me before COB that day with an update. No call was made. It is now Nov 15. And I was still waiting for an update regarding the status of my vehicle. I called and spoke to Dean, who told me Karl was no longer with the company and would be getting with his GM about my vehicle within the hour. Dean then called much later and told me again there was an issue that would be resolved by tomorrow. At this point I am very disappointed regarding the situation and completely exhausted by the lack of communication and disclosure. I was
  prompted to put a down payment down although have excellent credit and offered no deals or promotional discounts. I even left a stellar review off of what I was lead to believe as great customer care.
  Due to the prolonged nature of this situation, I requested a 24-hour response to this request. No response.

  Business Response

  Date: 12/13/2023

  To whom it may concern;

  I personally met with ******** ***** and her Father and answered all questions prior to her fillings with Volkswagen Customer Care and the BBB. 

  ******** ***** purchased a new Volkswagen from Midlands Volkswagen Columbia on 11-04-23. We have attached four different legal documents that will show where ******** ***** agreed to all written terms with her signature. 
  

  ******** ***** made contact with the Volkswagen Customer Care department on 12-1-23. Volkswagen Customer Care has closed her case based on No Action Required. This means that ******** ***** does not have a case based on factual merit.

  Please contact me at Joseph B*** at ************ should you have any further questions.

  Customer Answer

  Date: 12/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  The GM stated during our meeting that the previous owner of the vehicle, **** ********* ******, participated in an international program through Volkswagen and never made it to the USA to purchase the car. I have found the previous owner, **** ********* ******, on Facebook. He is, in fact, in the USA, residing in Florence, SC. 
  
  The GM also stated he never received the previous bill of sale, **** ********* ******, from his employee (Karl). I saw the employee (Karl) take the bill of sale and hand it to the GM in his office. 
  Volkswagen CustomerCare stated that the stores operate independently, and if I have an issue or concerns, I would have to take it up with that branch’s management. My vehicle was in the branch’s shop for weeks, with little communication about what was wrong with the vehicle. Since the car had a previous owner, how do I know the previous owner did not cause this issue? 
  
  I also had to take off work to deal with this matter. The GM offered no compensation or resolution for this issue. The lack of transparency, professionalism, and customer care has been genuinely tiresome and taxing on my end. 
  

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

• Initial Complaint

  Date:07/19/2023

  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.

  My car broke down on June 23rd and was towed to this business in the next 3-5 days or so. My check engine and battery light were both on. The dealership called me and told me it was the RPM sensor and everything had been fixed. I picked my car up on July 11th and paid $500 for parts and labor. Today, my car sputtered and the lights came back on. The same thing it did that caused me to bring it into the dealership in the first place. I called the dealership today to express my frustration and was met with a snarky attitude. I find that the employees at this establishment always talk down to me and I often feel manipulated by price as I'm a younger girl. The employee I spoke to today was not sympathetic to my concerns. I was eventually hung up on by the employee.

  Business Response

  Date: 07/19/2023

  Customer called into dealership, expressed concerns that her car was acting up again, she was advised by the employee she spoke to, to bring the car in and let us look at it.  She refused stating that, "she did not want to bring the car back to the place that broke it."  The employee asked the customer what we could do for her and was hung up on by the customer.  We would like the chance to scan the car and see if and what additional codes are in the vehicle.  We charge the same rate for repairs and do not discriminate based on gender of the customer.  If the customer would like to come in and let us look at the car we would do so free of charge.  

• Initial Complaint

  Date:09/19/2022

  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.

  I purchased a car care package in 2019 when I purchased my car. I went to have my car serviced in 2022 and the package was never added. They said they fixed it. I went back still not added now they are saying they can't back date it. Said they would refund me over 3 weeks ago and still nothing. They won't return calls or answer the phone. Filed a complaint with VW care they tried to help but they said they can't control the dealership. I have all email communication between vw customer dealership
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 11, 2022/10/04) */
  ***Document Attached***
  The agreed upon amount to settle this concern was mailed to Mrs. **** on 9-20-22. I have attached a copy of the check as reference. Please let me know if you have any questions.
  Joseph B***
  GM
  Midlands VW
  ************