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:06/09/2025

  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.

  On April 23rd, 2025, I inquired online about a special that Volkswagen was offering on 2024 Tiguan models (0% APR for 60 month terms). I received text communication that evening and asked to verify this special was being offered at **** Cooley Volkswagen Park Cities. A sales associated confirmed this special. On April 25th, a friend and I visited the location. I stated that I was interested in the offered special. A credit check was performed, to which I was told that I qualified. We reviewed pricing, which I assumed to be on the loan that I was told I had qualified for at 0% - I had previously asked what the APR would be if I did not qualify to which I was told 1.9%. To get the lowest possible payment, I asked for figures that were based on higher down payments ($5000, $7500, $10,000). ****** took that upon himself, unbeknownst to me, to involve other loan terms. I did sign paperwork, but did not receive any documentation in person or via email. I signed under the pretense that I was approved at the repetitively discussed 0% APR. Upon receiving loan documents in the mail, I discovered that I was baited & switched into an 84 month loan at 7.28% interest.**** Cooley Volkswagen Park Cities has failed to communicate effectively and/or rectify my situation. My sales associated failed to return my phone calls on May 17th and May 19th. Sales Manager, *** ********* has failed to reply promptly, skipped a 12:30 PM appointment (in-person) on Friday May 23rd, and has not replied or called me, as promised on at least 5 different occasions. I have received no solutions or assistance since this began on May 17th. Mr. ********* was supposed to call me at 6:00 PM and has yet to reach out 2 hours later, despite a text reply at 6:33 PM stating "yes *** going to call you almost out of office now." I believe that their manipulative tactics are responsible for my $6700 loss in interest. This is likely due to a bonus awarded by their loan partners for the transaction.

  Business Response

  Date: 06/30/2025

  Hello and good afternoon

  I have communicated with **** Via phone, email and texts.

  ***** Did explain all the options available to Mr. ******* including the 0% for 60 months

  Customer was aware and informed anything over 60 months will be standard rates

  He informed us that's fine and wants to exercise his other term option to accomplish a lower payment we informed him his rate on the showroom and in finance

  However, when he contacted us a few months later I still Was trying to help him and offered him a $2000 credit to show him that we care and understand all of our customers concerns

  I also informed him if it was with a short period of time of the purchase like3-7 days we could of helped and accommodated his request

  However, he ****** this up 2 months later, by that time the deal has been finalized, funded and registrations has been completed 

  He then started threating us with reviews etc. I reached out and told him that our offer was very generous and would love to help get it credited

  However, then he mentioned that it's the car that he doesn't like and wanted to trade it in for the 2025 which I said no problem come on in and then he never showed up after the first time and stopped responding.

  There is absolutely nothing done wrong on our end period would still love to credit him only the $2000 and that's it.

   

    

   

   

   

   

• Initial Complaint

  Date:02/15/2025

  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.

  On 12/24/2024, We were charged $10,103.00 over the advertised price for the vehicle we purchased. The Used ********************* Dallas, TX ***************** advertised for $15,896.00; however, we were charged $25,999.00 for the PRICE OF VEHICLE. The seller is Clay Cooley Volkswagen of Park Cities. We were charged $10,103.00 over the advertised price for the vehicle we purchased. The Used ********************* Dallas, TX ***************** advertised for $15,896.00; however, we were charged $25,999.00 for the PRICE OF VEHICLE. The seller is Clay Cooley Volkswagen of Park Cities. There are many other discrepancies on the MOTOR VEHICLE RETAIL INSTALLMENT SALES CONTRACT. I have documents of the online advertisement.

  Business Response

  Date: 02/17/2025

  Hello Customer license plates were sent via **** TRACKING #********************** On the 10th of February 

  In Regard to the pricing, I have reviewed our documents, and customer did agree on the purchase price of the listed-on Contract.

  Happy to discuss his options, He does have the option cancel His VSC and Gap.

  I did attempt to contact customer to go over his documents and answer any questions of his, He doesn't answer, and I left voicemails to phone # ************ 

  I can Be reached out at ************ or *********************

  Thank you

   

  Please advise.

   

   

  Customer Answer

  Date: 02/17/2025

  I was under the impression that the vehicle would be sold to me at the advertised price per ****** ******. After looking over the contract in more detail, I saw that I was charged almost twice the original advertised price. They knew that I was in dire need of a vehicle because we told them that the rental vehicle had to be returned that same day. I really relied on their honesty to sell the vehicle at the advertised price and not the hijacked price I received. The sticker on the window only displayed "As Is" warranty and mileage, which matched the mileage and VIN number of the advertised vehicle. They know that they were "very dishonest" with us senior citizens. I will NEVER set foot at that place again; how the could laugh and joke with us and at the same time take advantage of us. YHVH Elohim sees all.

  Customer Answer

  Date: 02/17/2025

  I am rejecting this response because:   

  I was under the impression that the vehicle would be sold to me at the advertised price per ****** ******. After looking over the contract in more detail, I saw that I was charged almost twice the original advertised price. They knew that I was in dire need of a vehicle because we told them that the rental vehicle had to be returned that same day. I really relied on their honesty to sell the vehicle at the advertised price and not the hijacked price I received. The sticker on the window only displayed "As Is" warranty and mileage, which matched the mileage and VIN number of the advertised vehicle. They know that they were "very dishonest" with us senior citizens. I will NEVER set foot at that place again; how the could laugh and joke with us and at the same time take advantage of us. YHVH Elohim sees all.

  Business Response

  Date: 02/18/2025

  We have reached out to the customer and are going to meet to determine a resolution.

  Customer Answer

  Date: 02/18/2025

  ***** A ****
  There is only one resolution, and I know you will not honor that. There's no need for me to waste my time coming to that place again. 
  
  If you didn't send the key that was promised, just let me know where I may buy one and have it programmed.
  
  *** *********
  The Key will need to be programmed that's why we need the car here.
  *** **** I promise you to get you the Key and make you happy on the price of the car.
  
  When can you come in? 
  I spoke to different people on your phone number provided.
  I can provide you with a loaner while we get your key ,or if you can wait a few hours while they do it.I also need you to sign documents about your account being credited and apply to capital one.
  
  Looking forward to seeing you and resolving your concerns.
  
  Please confirm date and i will make sure i am here to assist you.
  
  ***** A ****
  I am a working person and don't have time to waste time coming in. I have already signed enough documents and have already set up payment account with ***********. What price are you promising?
  
  *** *********
  I can assure you that I will not be wasting your time, and i want to show you all your options and let you decide.
  
  I do Have to have you in person to resolve this BBB Claim, All i need is ***** minutes of your time.
  
  We already have the key and just need to program it.
  
  Thank you 
  
  Feel free to reach out directly to me ************
  
  ***** A ****
  Can you email those options to me so that I may decide alone?
  
  *** *********
  As I mentioned *** **** It will have to be in person.
  I am available Monday-Saturday 8:30am-7:00pm
  Let me know what date works for you.

  ***** A ****
  Why cant you send the options by email so I can decide alone? Why cant you mail the key so I can have a **** dealer to program it for me? Thats part of the resolution that I will accept.

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because:  First of all, I did not agree to come into that office. I want the options emailed to me so that when I come into that office, we will already have agreed upon the option; we won't have to waste time on that. We can use that time to get the key programmed, since it is going to take "hours to do" However, I  would rather have the key mailed to me so I can have a **** dealer to program it.

  Business Response

  Date: 03/14/2025

  Hello Good afternoon 

  I have reached out to MR **** numerus times and emailed him multiple times with a few options.

  How ever his phone has been disconnected and I am not getting a return call period to resolve this.

   

  Business Response

  Date: 03/18/2025

  We have been in communication with him via email and he stopped responding.
  
  His phone is disconnected and I offered him A few options and he refused them and wants all coverages at no additional cost and an additional $8000 DISCOUNT.
  

  My offer was cancelling his products as they are optional
  
  Second offer is refund him $5000 keeping his converges.
  
  
  

  
  

  Customer Answer

  Date: 03/18/2025

  
  We have been in communication with him via email and he stopped responding: I have been in communication with, per this message/

  *********************************
  To  *** *********, ******** *******, ****** Barney  Mon, Mar 3 at 4:46 AM
  
  Message Body
  All extended optional services remain the same, and $8,000.00 credited to my account; that's my resolve. The following inferences from *** ********* are not correct:
  
  His phone is disconnected and I offered him A few options and he refused them and wants all coverages at no additional cost and an additional $8000 DISCOUNT.: My phone is not disconnected. *** ********* wants me to drop insurance coverages for the vehicle, which I refuse to do.
  
  My offer was cancelling his products as they are optional: Again, ******************** coverages puts me at a disadvantage in the case of an accident.
  
  Second offer is refund him $5000 keeping his converges: The offer does not honor the cost of $8,000.00 over the advertised price of the vehicles sale price.

  The offering of $5,000.00 is further evidence that the **** Cooley sales department at **** Cooley Volkswagen/Park Cities, was not fair in their dealing. 

• Initial Complaint

  Date:02/04/2025

  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.

  There is a refund of $3000 that there suppose to apply to the amount of the car because of a service we did not ask for was added by them without our knowledge, to which we canceled the service they attempted to add to the vehicle from a 3rd party company that provides sketchy extended warranty, which claimed they were sending them back the $3000 so that it can be applied to our total amount we paid for the car. They now are giving us the run around with empty promises of them supposedly going to apply the amount to our final price for the vehicle but keep claiming it will take at first it was a week, now they are saying 6 to 8 weeks, making it seem as if they are actually planning to just keep the money and never apply it to our final bill at all.

  Business Response

  Date: 02/04/2025

  The customer's cancellation was submitted on January 22, 2025 (copy attached, included with this reply) and the customer is correct that the third party provider, **************, takes between 4 and 8 weeks to process the cancellation. Thank you, *****

  Customer Answer

  Date: 02/06/2025

  I am rejecting this response because:   the fact that we are having to do this cancellation or refund at all is unacceptable.  When you sell a car, the dealership is required to explain every single charge that is being put onto a contract to the consumer,  not just say sign *********** then later hand them all these documents that should have been explained about and provided at point of sale, get dumped I. Your lap with oh by the way here's $5,000 worth of add-ons we didn't ever tell you about.  Which claiming we signed it, doesn't mean u ever told us about the service or charge or that it was even there.  Would be pretty nice to see the charge at point of sale rather than 2 days after the purchase like "HA! WE JUST GOT YOU!" So much for **** cooleys saying no add-ons ever, at this point I believe it will require either speaking to cooley himself to see how he feels about the practices you guys are doing is how he wants his business to be run or take this to the next step if we can't get ahold of cooley at all.

  Customer Answer

  Date: 02/12/2025

  The problem is this company **** Cooley Volkswagen has attempted to scam us by throwing add ons that would cost us near $5,000 without ever explaining to us that we were getting it or if we wanted it, nothing.  They didn't even hand us paperwork that would allow us to initially see that they had added these things at the point of sale, not until days later did we get the paperwork showing they attempted to scam us.  On there website they falsely advertise that it's there guarantee that they would never do such a thing, but apparently just use that as a way to get you in the door.  At this point, unless they allow us to refinance the car or allow us to take action with **** cooley himself, we may proceed with taking legal action against them.

• Initial Complaint

  Date:10/21/2024

  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.

  We leased a vehicle from **** Cooley VW Park Cities and purchased an EasyCare Select vehicle service contract on October 14, 2023. We told them multiple time we did not want the contract but they kept putting it on the offer until we signed. We signed knowing we had a few days to cancel it. I canceled it on October 16, 2023 and have confirmation from ******** that it was canceled and the refund sent to the dealer who is supposed to disburse it to us, apply it to the lease or send a refund. They have done neither and are unresponsive or will lie to us about it being canceled. It has been over a year now since it was canceled.

  Business Response

  Date: 10/24/2024

  An EasyCare refund check request in the amount of $1,495.00 was submitted to ********************** for ****** *******-PC021672.
  
  Please allow 5-7 business days for the lien holder to receive the check.

  I have attached response from our Cancellation Department.

   

  Customer Answer

  Date: 10/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/18/2024

  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.

  Sept - Oct 2024 I purchased a new Tiguan in June 2024. I paid for my call in full. I paid my taxes in ******** where I live. I filed with the ************** in July to get my title. I received a letter from the state of Arkansas saying **** Cooley in Dallas, ** says there is a lien on my car. Sept - Oct I have been calling, texting, emailing, chatting on their website, leaving messages yet there has been no return calls and no resolution to this problem. I have asked to speak to a general manager but I am told they can't transfer me so they send me to the finance department. I have left messages. At another time transferred me to title department, I left a message. I have left messages at several departments yet no one will return my calls. And no one will provide me with the documents I need to get the title for my car.

  Business Response

  Date: 10/19/2024

  We apologize for the inconvenience on this. Our ***************** will be reaching out to Ms. ********** with a resolution on Monday. Sincerely, Chase **********************

  Business Response

  Date: 10/21/2024

  Good afternoon, 

   

  Please see attached documents we forwarded to customer this morning where it shows what we sent her ********** in *********  No document shows a lienholder on the vehicle 

  Customer will handle with her local DMV office 

   

  Thanks 

• Initial Complaint

  Date:10/14/2024

  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.

  I delivered my car to them on August 13th. They have given me several different release dates for when this part was going to be in. At this point they're literally just giving me different dates just to appease me, because they themselves have no idea when it's coming. I'm at risk of losing my job, I've had myself and my girlfriend out of school, and now I'm at risk of losing my apartment all because I have no transportation and can't afford to continue constantly ubering everywhere throughout the city. They claim the part is somewhere in the ******, but apparently no one can get any contact or information as to where it actually is which I find ridiculous. If they can't replace the part then they need to put me in a loaner, and not next week or next month, ****. I'm tired of hearing "I understand" or "There's nothing we can do." I bet if it was one of their cars that they hadn't had for 3 months they feel differently. This entire company is a joke people who are in charge of shipping the part in the first place. Supposed to keep our fingers crossed and hope that it shows up whenever they decide on sending it. That's not the way business is conducted.

  Business Response

  Date: 10/15/2024

  Mr. ***** purchased his vehicle at the auction and *** agreed to make an exception and cover his engine under warranty, even though he did not technically qualify for an engine replacement. Unfortunately however the engine is on backorder, we are at the mercy of the manufacturer to complete the replacement. We will continue to communicate and keep Mr. ***** updated. We have again asked *** to expedite the replacement engine. Thanks, Chase

  Customer Answer

  Date: 10/15/2024

  I am rejecting this response because:   I don't think they responded to the right person. I'm not Mr. ****** I didn't buy my car in an auction, and my engine was definitely under warranty. 

  Business Response

  Date: 10/15/2024

  Sorry, this response was meant for Mr. ****** This vehicle was sold and purchased at an auction and then Mr. ***** bought it, he is the fifth owner of the car and it has ******* miles. The *** warranty goes up to ******* miles for the original owner, certified used can go up to ****** miles for a second owner. But this vehicle is not under warranty now. *** has agreed to replace the engine as a complete goodwill but this is not a warranty replacement. We are happy to help, but as I noted we are at the mercy of *** in providing this engine. Mr. ***** is welcome to take his vehicle elsewhere for repair, we already had to pick up our loaner when he cancelled his loaner insurance. We have no interest in delaying this replacement engine, but at the same time we have done nothing to warrant this BBB complaint. 

  Customer Answer

  Date: 10/15/2024

  I am rejecting this response because:  They're not being truthful with what they're saying either now or before. Suddenly now it's a warranty out of goodwill, but the literal first thing I was told when I brought the vehicle in was "Luckily, it's still under warranty.", so that definitely could've been explained to me at ANY point during this process. Also, I never received a loaner car, nor did I cancel any insurance. That's a flat out lie. I actually increased my insurance plan in order to receive a loaner, and was told the first time that the coverage did not meet the minimum, and the second time that I'd be put on the list once the *** came in. The *** came in, and I was told that I was no longer on the list. The only communication I've gotten from you is when I have to call you to get an update. Whenever the *** changes, you do absolutely nothing to let me know or notify me if any updates. I'm constantly told different things by different people. I'm not taking the car back or taking it to another location because I've already invested $700 and 2 months here. I'll genuinely apologize for blaming you guys for not having the engine, since I understand that's outside of your control. But the lack of communication is completely unprofessional, and acting like I suddenly you had to come and pick up a loaner because I stopped paying insurance, is a bold faced lie. I never got a loaner, and I was never even placed on the list. 

• Initial Complaint

  Date:08/22/2024

  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.

  I purchased a used vehicle from **** Cooley VW in July 2024. I didnt take delivery of the vehicle for about a week after I purchased it due to something needing to be fixed on it. After I got it within the first week of my physical possession, it would not start so I had to bring it to the dealership. They claimed the problem was fixed and that it needed to be driven a couple of hundred miles to reset some feature. It was driven and then brought back. I was told again it had not been driven enough and to drive it more and then bring it back. Did such and then it would sometimes completely cut off while driving and at stops. Brought it to **** Cooley VW another couple of times but they couldnt find the problem so they sent me to **** Cooley Jeep in ****** where it has been for 2 weeks now. Jeep found it need a crank shaft sensor and an entirely new transmission at a cost of almost $13,000. *****, a finance manager at **** Cooley agreed to trade me out of the vehicle but at this point he has not done so and turned me over to Mor, the *** who is doing me a favor by offering to go half on the vehicle repair for a vehicle that I have only physically had in my possession for about 2 weeks out of the last 5-6 weeks. I want them to take the vehicle back and return my down payment and trade and conclude our relationship. In the last weeks I have not heard from the ** or GSM a single time unless I call and am placed on hold only to be asked to leave a message.

  Business Response

  Date: 08/22/2024

  Good afternoon.

  Unfortunately, the car you purchased is a 11-year-old vehicle with 84k miles. the car was purchased AS-IS per the documents that you signed. The unit went through our normal vehicle inspection, and nothing was wrong with the transmission.  As one of our customers we will do our best to make sure you are happy and taking care of but unfortunately returning the vehicle is not an option.  I will be willing to transfer the vehicle from the Jeep store to ours and see if we can find a fix to replace the transmission on your vehicle. Again, even though you purchased a vehicle as is and without any warranty we will go the extra miles to make sure you as a customer is taking care of.  

  Please let us know how you would like to proceed. 

  Thanks 

• Initial Complaint

  Date:08/05/2024

  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.

  There are several incidents in dispute.1) car purchased on 6/27, dealer entered paperwork for license plate request one month later on 7/30. License plate will not be received within 45 days per state guidelines to avoid expiration of temporary plates.2) 2 car keys were guaranteed for all new or used vehicles per **** Cooley purchase agreement . Only 1 was provided. Multiple attempts to obtain promised key have been made with zero resolution. Cost for replacement key for X7 *** is $499 plus $220 programing fee. 3) Paid car in full on 7/13/24 and cancelled Easycare extended protection on 7/15/2024. Still have not received reimbursement for $1495.00.

  Business Response

  Date: 08/07/2024

  Good afternoon 

  We should have your plates at the dealership as early as Friday no later than Monday. 

  The cancellation of your easy-care warranty has been processed. All we are needing is proof that is paid in full letter from *********** Auto finance so we can issue the refund directly to you.

  We did set up the cost of an extra key on your deal.  Let me know if you have already got a second key so we can reimburse you.

  Please email me directly to *********************** for faster response 

  Thanks, and I apologize for the inconvenience.

• Initial Complaint

  Date:07/30/2024

  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.

  Bad Sales practice. Went to see a used car. Sales manager added 3000 to 4000 in add-on fees for purchase. We left. They call us wanting our business. I reviewed **** ********************** Family promise on website saying you will always pay the advertised price with no add-ons. So I contacted web text guys. Later the next day I get a call back for **** ********************** VW saying we will sell you car at listed price with no add-ons and gave me a decent price for trade-in. I decided to keep my trade-in vehicle and told them in advance. When I get there they no longer will support their offer of list price and no add-ons. They jacked up price for vehicle 500.00$ and a 995 add-on because I would not trade my car in. Obvious the **** ********************** Family promise is not supported at **** ********************** VW of Park Cities.

  Business Response

  Date: 08/01/2024

  Good afternoon, ***
  
  Wanted to apologize up front for the mistreatment from my team here at Park Cities Volkswagen. There is not much I can say to unwind or forget what went on during the negotiation process but again I am very sorry if we offended you.
  
  Let me know if you are still interested on my vehicle and I could honor the internet price for you with no additional adds 
  
  Thanks in advance for your understanding.  
  

  Customer Answer

  Date: 08/01/2024

  Here is my position. Ill accept the deal as previously offered without a trade in. 
  23,995.00 listed price plus TT and L, including 
  the one year warranty as mentioned. 
  Ill work with a manager only. No sales staff. 
  5000.00 placed on credit card and balance made with personal check. 
  please provide contact persons info. 

  Customer Answer

  Date: 08/02/2024

  I am not rejecting this response because: 

  im wanting a little more clarification. 
  Before I drive another hour to get there I would like some clarification. 
  the listed price of the vehicle at the time of negotiations was ******** usd. 
  I will pay this plus tax, title and License. No add ons. 
  I was offered the Motortrend 1 year Warranty, this should be included. 
  I need the contact name of the person I will be dealing with, hopefully not the same sales person as before. 
  I will pay ******* usd on credit card and the remaining with personal check. 
  let me know if this is satisfactory. 

  Business Response

  Date: 08/05/2024

  Good morning ***

  The price will be $23995 plus TTL. No additional add ons

  $5000 credit card will be accepted 

  1 year motor trend warranty will be provided to you at no extra cost

  Hayms Badai will be your contact person ( Sales Manager ) 

  Thanks in advance 

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:   

  Here is my position. Ill accept the deal as previously offered without a trade in. 
  23,995.00 listed price plus TT and L, including 
  the one year warranty as mentioned. 
  Ill work with a manager only. No sales staff. 
  5000.00 placed on credit card and balance made with personal check. 
  please provide contact persons info. 

• Initial Complaint

  Date:07/01/2024

  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.

  Im active duty military. Back in late March of this year I serviced my car with Clay Cooley Volkswagen of Park Cities. One of the services was an oil change that they provided. I moved military bases and now Im stationed in **************. I took my car to the Volkswagen dealership in ************** for an oil change because I started noticing a puddle of some type of substance coming from the bottom of my car. I was thinking it was coming from the A/C unit but it turns out it was oil. The dealership in ************** inform me that the treading on my oil pan was stripped and was leaking oil. The only dealership that did any type of maintenance before I took my vehicle to the dealership in ************** was **** ********************** Volkswagen in Dallas. The oil pan needs to be replaced and now Im looking at a ***** before taxes maintenance bill. Besides getting an oil change at **** ********************** I had other services done that same day. My tab for all the services provided by **** ********************** was over 700 dollars. I called **** ********************** and they claimed their equipment is torque to certain parameters. That it wasnt them that over torque my oil pan and treaded it. As far as sending pictures I can definitely stop by the Volkswagen dealership tomorrow and provide pictures of the damages to the oil pan.

  Business Response

  Date: 07/16/2024

  
  We service the vehicle on 03/04/2024. Vehicle had ***** miles. Our ** trained technician did the service on vehicle. Oil drain plug torque to spec. We always check vehicle for oil leak before return vehicle back to customer. We found no oil leak or drain plug thread not stripped. Customer brought vehicle somewhere for service and damaged the drain plug thread. Can't be blame us for stripped the drain plug. We are happy to check the vehicle out to see how the drain plug stripped. We are here to assist the customer. Thank you.

  Customer Answer

  Date: 07/17/2024

  I am rejecting this response because: What disappoints me is that neither dealership is wanting to take up responsibility for damaging my vehicle.  Both dealerships are basically finger-pointing each other. Your dealership did it no, it was your dealership who did it, childish behavior. Any customer would respect and appreciate a car dealership company or any type of company for that matter of fact who tries to make things right. It may have been us or it wasnt but, lets try to make things right by offering a solution to the customers problem. Im stationed in ************** currently. Why would I drive my vehicle all the way back to ***** to have you guys look at how the oil pan plug was stripped? Which tells me that you really didnt look at my email. How about offering to pay a portion for the damages?

  
     

  Business Response

  Date: 07/31/2024

  We will not take responsibility for other repair shop that he took it to that damaged his oil pan drain plug. Carfax that shows it was taken to another dealership after ours
  

  Customer Answer

  Date: 08/02/2024

  I am rejecting this response because:   Carfax shows that your dealership were the last ones to do any type of maintenance work on my vehicle. Stop with the finger pointing. Take responsibility for damaging my vehicle or come up with a solution on how to resolve our dispute as I have tried.