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:07/01/2024

  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.

  I have attempted to speak with someone at corporate office for the past 5 days to no avail all I get is sent to the customer service call center. I have a very serious matter that resolves an employee who was assisting with a car sell. The employee was suffering a medical emergency during the onset of the test drive. No employee was willing to assist; they left the employee in the hot car and I was the one who ended up calling for emergency medical to come check out the employee. This employee fell asleep at the wheel while pulling out to start a test drive while my sister was in the car. The safety of my sister as well as the employee was in jeopardy and no one seem to care. My sister could have been seriously injured or loss of life.So much more to tell. I am wanting to speak verbally or meet in person with higher management.

  Business Response

  Date: 07/15/2024

  We service the vehicle on 03/04/2024. Vehicle had ***** miles. Our VW 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.

• Initial Complaint

  Date:11/29/2023

  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 story is too much to type in here so i attached a pdf of the incident.

  Business Response

  Date: 12/21/2023

  Attempting to contact customer and only get voice mail

  Customer Answer

  Date: 12/21/2023

  I am rejecting this response because:  I have things going on in my personal life which has caused me to not answer unknown numbers. During this time i was car searching so i did have numerous unknown phone numbers calling me. Naturally if i call someone to give them a message or information they might need, once they dont answer the phone i will leave a voicemail. I was left one voicemail for me to get back to and that was when **** left a voicemail on 11/15/23. When i already informed the car dealer (on 11/04/23) that i no longer wanted the car. Im not looking for money but my credit is suffering because of the lies Ive been told and I would just like for things to be made right because I will not be doing any more business with this company.

• Initial Complaint

  Date:09/21/2023

  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.

  This is regarding two service contracts that I've cancelled for my 2018 Volkswagen Passat. Both contracts ***************************** were cancelled on 7/25/2023 but I have not received the refund back to my car loan as of today, 9/18/2023 (understand refund will be applied to the loan balance). I would like to have the refund amounts applied as soon as possible since I am incurring interest on my remaining loan balance and I wish to pay this off as soon as possible. I have tried to contact the finance department without success. There isn't an option to leave a message and the phone just continues to ring. Please reply back via email to confirm that the refund proceeds have been applied to the loan balance.

  Business Response

  Date: 09/21/2023

  Good afternoon,

  My name is ********************************* and I am the General Manager at Clay ********************** VW Park Cities and the cancellation paperwork was submitted on and a check has been cut and will be sent to the *********** to apply to the amount finance of ********************* Loan. So the issue has been resolved. 

   

   

  Customer Answer

  Date: 10/03/2023

  Good Morning, 

  I wanted to provide additional information regarding my complaint and its current status.  

  There were two service plans that were cancelled; an extended warranty for $1478.73 and the EasyCare Select plan for $1058.98.  So far, I've received a credit to my financial account for the extended warranty but have not received credit for the EasyCare Select plan

  Since the representative from Clay ********************** indicated only one check was sent out, would like to have them followed up with to have a 2nd check sent for the remaining balance.

  Thank you, 

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

  Customer Answer

  Date: 10/19/2023

  Good Morning, 

   

  I wanted to see if this complaint could be followed up with the business.  I submitted a follow-up two weeks ago and to date no response has been received.  

   

  So far, the business has sent me 1/2 of the funds they owed me for the two service plans that I've cancelled.  I've tried reaching out to the contact at the dealership but I've been getting the run-around.  I've been told multiple times that they would call me back however they have failed to do so.  

   

  I'm expecting a refund of $1058.98 to be sent to the finance company.  To date, none has been sent per my knowledge. 

   

  Honestly, I'm just looking for the refund to be sent. I don't need to speak with anyone at the dealership.  I appreciate any help that you can provide.

   

  Thank you, 

   

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

  Business Response

  Date: 10/24/2023

  I spoke with someone on Friday in regard to this Deal on Friday. I was told that we sent a check to *********** awhile back for the extended warranty, But we forgot to sent one for the ********* and it would be sent out on yesterday..

  Customer Answer

  Date: 10/27/2023

  Confirmed payment has been received by finance company and has been posted to my account

• Initial Complaint

  Date:08/09/2023

  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.

  I had got a service loaner car on last Monday And got a tire pressure leakage on Wednesday and replaced the spare tire and went to showroom to check the issue and they said they had no issues with tire, I had repeated incidents Friday Sunday Tuesday and then next Friday, I had contacted the advisor on the incident to give me a different loaner car but all he said was no loaner available and now they want us to pay for the tire which already had a couple of issues with it ongoing !!

  Business Response

  Date: 10/27/2023

  Issue was resolved

• Initial Complaint

  Date:07/14/2023

  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.

  Purchased car in April of 2023 at Clay *********************** Clay ********************** and ***** are not able to provide a clear title on a car after 3 months. Apparently, you can sell a car when you don't have a clear title in hand. Once they had my cash in hand, Clay ********************** didn't care. I had two main issues missing the second key, no tags/title, etc. I was told by their team that the keys were taking extra long due to supply issues, and they had to be shipped from ******* (Volkswagen Jetta). Also, once I talked with the shop it took two days, but the salesperson was too lazy to do the paperwork on the **** I guess they just thought I would go away. After a month with no tags or title, I called to check on that. They told me that the ************** was way behind. After a week, I called the State to check on the status. They haven't even filed the paperwork with the **************. Finally asked to escalate and there I talked with *****. He said he can make things happen and would follow up. ***** was not able to do anything. The same title department that was not answering my call didn't answer ***** the *** Summary three months later, Clay ********************** still does not have a title and no status on when it will be delivered. My solution is to report it to the ************** and get an attorney. It does seem harsh, and you can say you need to be patient, but unfortunately, the car was totaled in a hail storm. I need to replace the car and need the title in order to get a check from the insurance company.Today, I was on hold and sent to voicemail multiple times due to the front desk screening calls and not wanting provide a status on the title. I was told two weeks ago that there was a "rush" on the title but they still can't an update.

  Business Response

  Date: 08/16/2023

  The title work has been processed with the ***** This task has been completed.

• Initial Complaint

  Date:07/10/2023

  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.

  Hello, this is *******************. I recently had my wifes 2012 Beetle serviced at the Clay ********************** Park Cities Volkswagen location. The issue was the air condition stopped working, they said a line was leaking and had to be replaced. They also said the cause was due a support mount for the radiator. On June 17, 2023, my wife went to pick up the vehicle and paid $3,909.19 for the service. Later that day she informed me the air condition was not working like it should, it was not cold, but cool. I also noticed the compressor was cycling on and off. I work and was not able to take the car back immediately, so after about one and a half weeks, I dropped it off my wifes 2012 Beetle on 6-26-2023 thinking the service center would resolve this matter since I have already paid for the repairs. I spoke to ********** and ************; both are trying to get me to pay for more repairs saying it is the compressor that is giving out. If this were the case, the mechanic should not have released the vehicle back to me if it was not working properly. I know mechanical failures happen, but the air condition was working great until it developed a leak, and I took it in for service on June 08, 2023. If feel I am being scammed because I am now having to pay $1,371.69 for more so-called repairs. I also received a printout of the work that was done and being a former mechanic, they should have changed the **** and filter in the a/c system, vacuumed the lines and recharged it properly. I am asking you to investigate this matter and would like to be reimbursed for the $1,371.69 because they told me their work was guaranteed and the first repair should have resolved the issue. If you look at the history on this vehicle, I have spent money to maintain this vehicle. I look forward to your call or email Sincerely, ******************* ************ *********************

  Customer Answer

  Date: 10/03/2023

  Clay ********************** has not responded to me yet 

  Business Response

  Date: 10/27/2023

  This complaint is for ******* Cities not **********

  Customer Answer

  Date: 11/02/2023

  I am rejecting this response because:   

  the business has not contacted me. what is my next course of action?

  Business Response

  Date: 01/23/2024

  My name is ********************************* the General Manager here at Clay ********************** Volkswagen Park Cities. I spoke with the customer *************, and he said we can resolve this issue by giving him 3 oil changes. So the dealership will be accommodating his request.

• Initial Complaint

  Date:05/01/2023

  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.

  Clay ********************** VW recommended I get a carb cleanout on my car. I paid over $1000 for it. I recently went to get my car serviced at a different VW dealership in ****** and they suggested I get a carb cleanout (with no knowledge of the first carb cleanout) and sent a picture. I told them I had already had a carb clean out last year. They were shocked because I should not need a carb cleanout one year later. They actually agreed to do the work at cost because I was essentially scammed by **** **********************.

  Business Response

  Date: 05/01/2023

  The service was performed February 5, 2022. It was over 14 months. The carbon builds up on intake valves are very normal to many circumstantial. Low octane gas can cause carbon build up. Bad gas thru out the times can cause carbon builds up. Faulty intake leak causing fuel not to burn properly can cause carbon build up. Our service has warranty for 12 month or 12k miles whichever comes first. Therefore, we are not responsibility for the carbon build up, or refund. 

  Business Response

  Date: 05/12/2023

  The service was performed February 5, 2022. It was over 14 months. The carbon builds up on intake valves are very normal to many circumstantial. Low octane gas can cause carbon build up. Bad gas thru out the times can cause carbon builds up. Faulty intake leak causing fuel not to burn properly can cause carbon build up. Our service has warranty for 12 month or 12k miles whichever comes first. Therefore, we are not responsibility for the carbon build up, or refund.

  Customer Answer

  Date: 05/12/2023

  I am rejecting this response because:  after speaking with clay ********************** they did let me know that I should not use unleaded gas so I switched to mid-grade per their instructions. A separate Volkswagen dealership informed me that this should last between *****k miles. *** job was clearly not done correctly and clay ********************** clearly does not want to take responsibility for their mistake.

• Initial Complaint

  Date:04/17/2023

  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.

  -Took car in 3/17/23 to have serviced as I was hearing clunking going over bumps and car was riding rough. Service advisor went for a rude with me and said he heard or felt nothing. I went on my way. -3/24/23 took car to be aligned at brakes plus but was told could not do alignment until struts and shocks replaced -took car immediately back to clay ********************** where they had it for 6 days for diagnosis to tell me nothing was wrong. Couldn't tell me what tests they did but guaranteed me my shocks and struts were good -I have since had it to 2 other independent mechanics who confirm I need new struts and shocks -car is under warranty and mly assume clay ********************** doesn't want to fix as warranty work isn't financially beneficial to them -they sent me back out into roads with a car with serious safety issues when they could have just fixed it.

  Business Response

  Date: 04/17/2023

  I have attached the alignment measurement. This Jetta equipped with rear solid beam. There are no independent rear suspension. Therefore, you can't fully adjust the rear suspension individually. Rear struts are not fail, no leak. It's with in VW specification. The other two place ************** brought his vehicle to must not know VW specification. He is welcome to take his vehicle to another VW dealership for second opinion. He just bought this vehicle from Carvana, not knowing all the information about VW Jetta. 

• Initial Complaint

  Date:02/25/2023

  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.

  I inquired about a 2018 Jeep Renegade on ******* that was listed for $14,998 on February 23, 2023. I contacted the dealership to see if the car was still available. Today, February 24, 2023, I was contacted by a ***** ******* I asked him if the $14,998 was the price for the car because some dealerships tell you a different price. He said that they had the car listed for $16,998. He said that it was charged for GPS and key fob replacement. I told him that I didn't want that package. He asked if I was paying cash and I told him I was and he said since I was paying cash he could give me the ******* price minus tax, license and title. I asked him to text me the price with the tax, title, and license and he said that he would tell me the total price with tax, title, and license after he asked the manager. He texted and said it would be $15,998 with taxes out the door. I go to the dealership and do a test drive. He asked me for my driver's license and had me email him my insurance card and fill out a form with my social, birthdate, and where I live. He then comes back with a paper with a price over $16,000 and I told him that he texted me that it would be $15,998 with taxes out the door and that is what I should pay. He then leaves and a lady manager comes and states that she couldn't give me the price even though he texted me a price of $15,988 with taxes out the door after supposedly talking to a manager. It is sickening how they will have you waste your gas and time going out there to a dealership, have you test drive the car, give them your personal information, and try to change the price of the car. If the I was told the price was $15,998, I should be sold the car for $15,998. If a car is listed for $14,998, I should only have to pay that price with tax and title because

  Business Response

  Date: 03/23/2023

  Business Response<*b> ** (1000, 5, 2023*02*28) **
  My name is ******* ********* the GM at Clay Cooley Volkswagon. I'm very aware of this customer because I spoke with her myself about the listed price. The price was listed online for $16998, and she only wanted to pay $14995 because that was all she wanted to spend.
  
  
  Consumer Response<*b> ** (3000, 7, 2023*03*01) **
  (The consumer indicated he*she DID NOT accept the response from the business.)
  I don't accept the response. I provided the email that the dealership sent me with the amount I was told be out of door. Below is the link where it says that the vehicle is $14,988 not including tax, title, and license that they said will be $15,998 out of the door. They wouldn't even honor my **** discount.
  https:****************************************************vehicle*******************?************************************
  
  Business Response<*b> ** (4000, 9, 2023*03*10) **
  We are trying to work with Mrs. ******** to get this resolved. Thank you,
  *****

• Initial Complaint

  Date:02/22/2023

  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.

  It was actually the 14 of February I went in and they kept me there four hours. After saying no 10 times they wore me down. I signed a lease for a 23 Tiguan. The next day the manager called me in to sign new paperwork that changes the months on the contract. As I started looking at the numbers it had add ons and was way over the price I thought it was. I told her I wanted out and to stop the contract. She said no and I then said do I need a lawyer? She then promptly asked me to leave. I never took possession of the car or gave them my trade in. They sent the contract in anyway. I'm not going to pay for a car I don't have. They were deceptive, confusing and fraudulent. I never took the second contract bc I was asked to leave. She changed the price online of the exact car 2000$ more the day I was asked to leave.

  Customer Answer

  Date: 02/22/2023

  I went into clay ********************** feb 15 to see options on turning in a vw lease since my lease was running out in March. I signed papers I was confused about that we're not explained to me. On feb 16 I was asked to come in to sign more papers that were different from the original which I was never given.The price of the exact car online was switched to a higher price. I never took possession of the car or surrendered my trade in. Now I'm on the hook for 2 cars. This dealership has multiple complaints of dishonesty, fraud and deception. I would like the contract terminated. I was under distress and it wasn't explained clearly to me at all. Thanks!

  Business Response

  Date: 02/23/2023

  Hi, I'm the General Sales Manager and I spoke with the customer the first night she purchased the car to thank her for choosing our dealership. She never alluded to me she was unhappy in anyway. She wanted to lease the vehicle instead of purchase to keep her payments down. I actually did her paperwork and went over all the number with her during her signing. She even called me back the next day to tell me she would bring her trade in once the dent was fixed and even told me the name of the shop. I then told her I could lower the lease to a 36 months term to all she need to do was come in to sign. She was excited to lower the term and be able to trade in less years. She came in and I went over the new contract with her and she signed it. She got up and then sat back down and started to suggest felt she was rushed even after signing a second contract.

  Customer Answer

  Date: 02/24/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I told her I wasn't happy with the contract many times as I then said I want out of it. She said no ,so I asked should I get a lawyer which she promptly told me to leave. I never took the 2 nd documents and I am asking for the contract of the '23 Tiguan to be terminated. I do not have the car never took possession of it and still am happy w my '19 Tiguan that they never even saw which was supposed to be a lease pay off to lower the price of the car which obviously didn't happen. I would like to resolve this as soon as possible. Their website also has a 3 day or 150 miles return guarantee. So I'm not understanding the problem.

  Customer Answer

  Date: 02/24/2023

  ***Document Attached***
  Also my car which I apparently have a contract for is back on their website. Same VIN.
  See Attachment/File: 5A4CD9F1-854E-4AA9-B40C-B0DF60540C35