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:12/25/2024

  Type:Product 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.

  Oil change completed on 12/23/2024 at the dealership. On 12/25/2024, after well less than 100 miles of travel, there is a large puddle of oil under the car after parking. Oil level is not detectable on the dipstick. I called VW roadside and pleaded to have them tow it to the dealership and they said I would have to pay for the towing and there was nothing they could do. My exposed aggregate driveway is permanently stained with a large amount of oil. The vehicle inspection prior to service documented no engine leaks and oil level in acceptable range, therefore I am confident there were no prior mechanical defects. Given the totality of the circumstances, I believe there is negligence, and it is likely that the oil drain plug was not properly secured or the oil filter was not tightened appropriately. In addition to a refund of the oil change service fee, I am seeking ** to pay for an independent inspection of the vehicle to determine the cause of the rapid oil loss and repair of any associated damage that may have been caused by running the vehicle low/without oil after the preventative maintenance service by the dealership. I am also seeking a fully paid rental car during this process and rehabilitation of my stained driveway. I have photographs and video of the current condition of the vehicle and the damage to the driveway.

• Initial Complaint

  Date:12/13/2024

  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 bought a certified pre-owned VW Passat in October 2023 from Cool Springs ** in *********. The car is still under a 6 year/ ****** warranty, and has ****** miles as of 12/11/24. I just had the tires replaced on the vehicle for the first time last week, and the mechanic said that the one of the wheels was seriously bent (of which I have video). I also had my front end aligned and the sensors fixed since they were also out of alignment. I was also there to get an estimate for repairing some scratched paint on the rear bumper from a minor fender ****** I had in a parking lot recently. The chief mechanic and I were discussing the car, when he looked at the bumper and asked if the car had ever been in a wreck because the bumper had been repainted. I told him that besides the small paint scratch, the car was never in an accident since I owned it, and the CarFax was clean. However, with the bent wheel, and the repainted bumper, it seems that Cool Springs VW sold me a car that had been in a wreck that was repaired and not reported. While the dealer conducted a "100+ point" inspection, according to the ****** website, the dealer missed the obvious bent wheel, the misaligned sensors, and the repainted bumper. I contacted Cool Springs ** on Tuesday December 10, 2024 and spoke with my salesman ***** ********, who said that Cool Springs ** would not do anything to fix my problem, and neither would ** Corporate. So I called ** Corporate, who took my information, and was going to reach out to the dealer. As of December 13, 2024, I have not received any contact from VW CoolSprings. I believe that VW Cool Springs knowingly and deceptively sold me a car that was in an undisclosed wreck.

• Initial Complaint

  Date:07/13/2024

  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 took my Volkswagen Beetle in various times in April and May 2024. I am seeking my $46 back due to false advertising and an apology from the business for trying to scam me out of up to $16,000.1) Falsely advertise that debit cards are not subject to a 3% surcharge fee. I was charged an additional $46 despite written evidence and a sign at their desk stating that there is a 3% surcharge for credit and none for debit. 2) Lie about inspection results to up-sell additional services (brakes, rotors, and tires) resulting in an additional $1,800 quote for repairs. I have written evidence from an inspection performed on 5/22/24 from the exact same service department that my brakes had 6 mm and my tires had 6/32 of tread. The same service department then told me on 5/31/24 that it was an emergency and I must change my brake pads (3 mm) and tires 5/32. I received an additional inspection from a different mechanic on 6/10/24 that my brakes actually had 7 mm and my tires were at 7/32 and did not need to be replaced.I was there due to an oil leak light (a previous repair performed by the department) and it had nothing to do with brakes or tires, which is why I declined the service. They also quoted me $14,000 to fully replace my engine stating it was likely consuming oil. I cannot prove it, but I have reason to believe they did not fill my oil back up completely after the first repair to make it appear the engine was consuming oil when it actually was not. We have topped it off and driven for 6 weeks since and have not had the issue again.I have left a poor review on ******* to which they stated I should call to discuss my experience. I have called and left a message with the operator, service department, and general manager and yet they continue to ignore me. There are additional reviews of them upselling work and performing it without individuals consent and I would like this business to have to answer for it and not run and hide like they currently are.

• Initial Complaint

  Date:11/17/2022

  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 recently purchased a used car from Carlock Volkswagon of Cool Springs, and at first everything seemed fine. Then the finance person came out and that is when things began to get "shady". The whole process completed by him was done in a way to intentionally make me sign paper work without seeing all of the items. Then when I got home and had time to process, I kept thinking to myself that the price they quoted me in the beginning did not match the loan amount that they did. I took out my paperwork and noticed rather quickly that they added on a Platinum Protection Plan for and additional $2,300.00 which I SPECIFICALLY told the car salesman I did not want because it would drive the monthly payment up too much. I reached out to the sales manager, *****************************, via email and phone with no reply. I did get one text message response saying he would look into this and get back to me the next day, which he never did. I texted him back again on 11-17-22 with no reply again. I know that these people are trained to do this and purposely wait until the time has lapsed and nothing "can be done" which I want to avoid. I simply do not want to be charged for something I did not consent to.

• Initial Complaint

  Date:09/11/2022

  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.

  Using this dealer was my biggest mistake in life as now I'm car less, jobless, & can't even take my son to ********** truly blame these people. I purchased my first car from this dealer by myself, a 2016 ****** WRX for around 25 thousand dollars. I was even "forced" to purchase the most expensive 3k$ dollar warranty or they wouldn't sell me the car. He said my credit history wasn't strong enough is why, But It's MORE than obvious as to why now since the car was in bad shape. I was assured that the warranty would cover every expense if anything went wrong. I originally even backed out of the offer because AFTER all paperwork, I'm told they made a mistake and it's actually 100$ more per month so I left. Within minutes they called & over the next 24 hours I probably got a dozen more calls basically begging me to purchase it. He was very young so I assumed it was just a younger newer kid excited to make a sale but now I'm very positive it's because they wanted the car gone ASAP & saw me as a easy target. They spent more effort trying to change my mind & pressuring me that I can afford the car than anything else. After they realized I wouldn't purchase it for that price they called saying they made a typo in the paperwork & so I traded my Civic + 4k dollars down. He even kept saying how my car will need fixed soon and since I have a child that I need a reliable car that won't have any issues like the ******. Yet, within 48 hours ONLY, the check engine light came on and the A/C was completely out. So, I had the A/C ********** Sensor replaced that luckily the warranty covered most of. 1 month later I broke down on I-24 & they said the master/slave cylinder of the clutch went out & once again, called out of work & spent 2 more weeks in the shop. NOW 2 months later it happened AGAIN & I'm told it's the ENTIRE clutch broke which will be 5+ thousand dollars & the warranty WON'T touch it. It's sad how fast my life went downhill because of these people wanting a quick sale.

• Initial Complaint

  Date:08/27/2022

  Type:Product 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 bought a suv from cool springs Volkswagen in ********, ********* my sticker price shows ***** they show on paper they sold car for ***** to me as they increased the car by 2k because a chip shortage the manager said which should be illegal price gauge after looking when I got home I see this so with me placing ***** down payment that's 3 k extra they got out of me. I requested 1k down payment back he laughed.I want the down payment refund or I'm willing to take legal action and go to the news media the sales man was unfair and disrespectful and just rude they all were!I reached out today8/26/22 no resolution