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:07/24/2025

  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.

  Im filing this complaint against Volkswagen **************** regarding my buyback request, originally submitted in January 2022. As of July 2025over seven months laterI have received no meaningful updates or resolution, despite repeated follow-ups. This situation falls under Lemon Law.Shortly after purchasing the vehicle, it stalled in oncoming traffic, nearly causing a major accident. The car continues to stall and fails to accelerate during turns or from a stop, putting my children and me in danger. Ive brought the car to Island Volkswagen three times, and although theyve been cooperative, they cannot diagnose the issue. It has spent nearly two full months (nonconsecutively) in the service department with no resolution. The issue is documented but no codes show on the computer. Ive since learned that other customers are reporting similar problems, also without resolution.Customer service from ******************** Corporate has been dismissive. Each time I call, Im told its been escalated to a regional case manager who claims theres nothing more they can do. Ive requested escalation multiple times and have been told theres no one else to speak to. No one takes ownership. Emails receive only automated replies stating that documentation was received and Id be contacted if anything further was needed. After months of silence, I was told my documents werent received and had to resubmitstill no response.This is my second Volkswagen; my brother has had three and my boyfriend one. We are a VW family. I love the car, but I am appalled by the lack of care and accountability. I am requesting immediate escalation, a detailed update on my buyback request, and a resolution that reflects the severity of the issue and the danger this vehicle presents.This is the Lemon Law. My truck was picked up yesterday 7/23/25 after it going to Island Volkswagen on 6/19.Please see all attachments.

  Business Response

  Date: 07/25/2025

  To Whom It May Concern: 

  Vanguard Volkswagen of North Austin has no involvement in this vehicle.  The vehicle has never been on our property. We did not sell it, nor have we ever serviced it. I have checked in Volkswagen of America's system and we have no involvement. ****** also shows the vehicle has not been serviced outside of the **/** area.  A lemon law issue is between the customer and the manufacturer. The dealership is not involved in this process, other than to provide records. We have no records. I feel this is not an issue involving Vanguard Volkswagen of North Austin, ******

  Sincerely,

  **** *******

  Service and Parts Director

  Vanguard Volkswagen of North Austin

  Customer Answer

  Date: 07/28/2025

  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. I am searching for Volkswagen Corporate to make a formal complaint.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/14/2025

  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.

  Business keeps calling from multiple numbers, after repeated requests to tell them to stop calling it continues. I cant block the numbers because the calls come from different numbers every time

• Initial Complaint

  Date:04/22/2025

  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.

  On January 11, 2025 I purchased a used vehicle with a lifetime extended warranty from Vanguard Volkswagen, at ********************************************************************. The total price was $24,900.00 which was wired directly from my bank to Vanguard. As part of the signed agreement Vanguard Volkswagen was to pay in full, the lifetime extended warranty and supply me with the paperwork, as of this date April 22 2025, I still have no warranty paperwork, and several emails from the general manager ****** ********, the first one on February 1, 2025, stating he was currently working with the warranty company on getting the paperwork finalized and would contact me as soon as he had it. On February 11, 2025, ****** replied, stating the process usually takes 6-8 weeks. ****** then ignored my emails until April 1, 2025, when he stated he was excited to inform me my warranty would be delivered in 10 working days. On April 17, 2025 ****** replied that they must follow a specific process but I would ultimately benefit from it. I responded to that email requesting proof of purchase of the warranty and the warranty company's information and ****** has not responded.

  Business Response

  Date: 05/05/2025

  To whom it may concern,

  Mr. ****** was provided with his lifetime limited warranty in late April. I have have attached a copy to his complaint.  We apologize for any inconvenience this situation may have caused.

  Sincerely,

  **** *******

  Service and Parts Director 

  Vanguard Volkswagen of North Austin

  Customer Answer

  Date: 05/05/2025

  Complaint: 23236344
  
  I am rejecting this response because: i paid $5000 more for the warranty which as added to the price of the vehicle and the warranty they sent allows them to use USED PARTS for repairs, forces me to use their dealership if the vehicle is within 45 miles of the dealership or get their approval if its not, and the warranty is non-cancelable. at this point I dont want this dealership near my vehicle much less replacing engine parts with USED PARTS, and I cant imaging the wait times and unreturned calls and emails waiting on the vehicle to be repaired and then stick a **** that says this is non-cancelable so they get to keep my money and im FORCED to deal with their shady practices.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/10/2025

  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.

  Bought a car on 1/22 the financed amount was ********* however the bank it is financed through shows a financed amount of ******. Vanguard admitted fault and we agreed on the a check for the difference plus interest for a total of ******* but now they are not giving me the check

• Initial Complaint

  Date:06/03/2024

  Type:Product 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 April 8, 2024 I purchased a used *** from Vanguard Volkswagen. After test driving the car that day, my family and I questioned the rear brakes as there was rust on the right rear rotor and making noise. They promised to have them looked at and that they would take care of us if we purchased the car that night. So, we went ahead and purchased the vehicle that night and scheduled to have them look at the brakes two days later. When we brought the car in for our appointment, they told that everything was perfect. They also said that for any future repairs, the car should be taken directly to ***. On May 3 I took the car to *** to inspect the rear brakes, assuming it would be under warranty. *** says the car needs immediate attention as the new rear brake pads and rotors are warped and it's unsafe to drive, and gave an estimate $711.45 to fix. *** said aftermarket brake pads were put on the car, which negates the warranty. I took the *** estimate back to Volkswagen on May 6 and asked them to fix the issue since they said that they would take care of us. They refused and said once the sale is done thats all they can do. The sales manager, printed out the CARFAX and said the car was perfectly fine when it arrived at their shop and passed a Texas state inspection. On the CARFAX, it shows that the rear brake pads were replaced by Vanguard Volkswagen AFTER the Texas state inspection. The improper installation/non OEM brakes were what caused the rotor to be warped, says ***. Volkswagen recommended to schedule an appointment with the head technician at their shop on May 13 to have all of us look at the rear brakes/rotors together and get their findings in writing. I show up on May 13 and they have the audacity to tell me that they are unable to get anything in writing and that I'm not allowed to be their during the inspection. On May 14, *** replaced my brakes and rotors and I got stuck with the enire bill that Volkswagen promised they would cover.

  Business Response

  Date: 09/06/2024

  **************,

  We are prepared to re-imburse you for the brake work performed by *** of South Austin in the amount of $711.45.  I apologize for the inconvenience and the time it took to resolve this matter.  When you purchased the vehicle, we were in the process of changing our sales management team.  Somehow your concerns were over looked at that and this case was only recently referred to me.  We should have a check ready for you today.

  Sincerely,

  ***********************

  Service and Parts Director

  Vanguard Volkswagen of North Austin   *******************************************************

  Customer Answer

  Date: 09/06/2024

  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:12/14/2023

  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.

  Purchased a vehicle from Vanguard Volkswagon on July 1, 2023 we started having issues with the vehicle which is a Yukon extra large 2018 it has been in the shop twice already. I contacted Vanguard to ask them about servicing my vehicle because I was having problems with it, the sales person promised me that he would contact me immediately and figure out something about when I could bring the vehicle in Ive yet to hear from him the salesperson was very cocky, very arrogant and its extremely disappointing that we trusted them on buying a vehicle.a used vehicle and turn out that this vehicle has a lot of issues with it. We cant even drive it out of town. This vehicle is not reliable and it is not dependable whatsoever. We purchased an extended warranty for it as well but theres limits to what they repair with the many ongoing issues which some are more serious problems weve had this vehicle for five months and have had so many problems with it. Vanguard needs to be responsible for selling us a car that was not in good running condition.

  Business Response

  Date: 12/20/2023

  To Whom It May ******** I have tried calling ************** several times and left messages in attempt to resolve this issue and have not received a call back. I have called the number on file. Thank you. 

  Customer Answer

  Date: 12/28/2023

  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:07/05/2023

  Type:Order 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 Thursday, June 29th, 2023, I purchased a car from Vanguard Volkswagen. I was told that the price was $24,700.00 but, after reviewing paperwork today, I find that I was charged $26695.00.I contacted the Finance Manager today and he said that something called Vanguard Protection added the $1,995.00 to the car's price. He says I signed a page saying that this was part of the price, but it was not explained to me that the 'protection' would add $1995.00 to the car's price. And, on the sales sheet, for the Vanguard Protection, it says **. So, I don't understand.I know that I signed the paperwork, but I wasn't given time to analyze the data (which is listed in a confusing manner, by the way), and I expected that, as a legitimate car business, I was being treated fairly. The Finance Manager also said it was just the cost of doing business. If I had been clearly notified that the car would actually cost $26,995, I would not have bought it. Apparently I am not the only one to whom something like this has occurred, although they were quick enough to catch it. See the attached yelp review.I feel I was misled and intentionally confused by the sales and finance personnel at Vanguard Volkswagen. As an almost 65-year-old retiree, I cannot afford to be scammed by a supposedly reputable dealer.

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:
  
  Vanguard Volkswagen refunded the amount for the unwanted add-on, so the situation has been resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/05/2023

  Type:Order 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.

  Bait and Switch Sales Tactic from Vanguard Volkswagen * Vanguard Volkswagen lowered the price for 2022 ID.4 to $35,380. * After doing a test drive on July 4th 2023, I decided to make an offer on the car. * The final pricing on the vehicle added an accessory package that was valued at $1995. The dealer would not take it off and when I told the dealer that it was deceptive advertising, they pointed me to a line on the listing that says "Contingent upon dealer acceptance of terms. Terms may vary. Certification and additional reconditioning fees may apply."

  Business Response

  Date: 07/20/2023

  To Whom it may concern, The statement of bait and switch does not apply. We simply were unable to come to an agreement to purchase. As noted in our disclosure additional fees and recon fees may apply. It was asked of us to remove our addons, cover the cost of fixing some scratches on the car, and remove the cost of the adds. We simply were unwilling to accept those terms and not take the customers offer.