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:06/09/2024

  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.

  Hi,It's regarding a Volkswagen Atlas Cross Sport SUV purchased from Brandon Tomes of McKinney.Little bit of background: On 05/15/2024 around 6:15PM I visited the above mentioned dealership to check the vehicle and to see the price what they can offer. After the test drive, the sales person explained all the features and the included packages of car and wrote the out of the door price of the car. As it was $7000 more than the other dealer's price I started walking out, but the sales person started negotiating for the price. Finally after discussing for ***** mins I shown him the quote from other dealer and asked him, if he gives minimum $1000 less than that price I will buy. He started negotiating with $100 less than other dealer which I didn't agree and then for $500 and finally he told if I give $1000 less will you sign today? I told ** and he took my initials on rough paper and went inside to get approval, meanwhile other sales person came out and took a sign on a printout and sent me to finance team. I signed all documents and scheduled car delivery for 05/17.By the time we finished all formalities it was 11PM and the finance person told he will keep all my documents in car so you can collect both together. On car delivery day they gave pen drive with all docs. After coming home I checked buyer's receipt and there was price difference of $1000 than what the sales person agreed. Next day I went to them asked the sales guy he told I am not sure what happened you check with finance guy. After trying for 3 days I was able to talk to finance guy he told my director will go through docs and get back to you next day, which didn't happen. I waited for 2 more days and tried to contact sales guy then he started showing his true color, he started talking rudely and told once sale is done we can't do anything and hung up my phone. Later I got mail for feedback for the purchase experience, even though I gave 1-star and mentioned in comments I never heard from them. Plz help

  Business Response

  Date: 06/10/2024

  Hello, We regret that you have been dissatisfied with your purchase experience and have advised our team as to how improve our proceses in the future. In review we have found that the signed and agreed pricing on both the initial worksheet and printed contract have been consistent and that ample time had been given during this process for discussion of this agreement. We have record that multiple team members have spoken to you on this matter and we would love to speak again at anytime if you would reach us directly at ************. We strive to improve our processes and hope we can help you in the future. 

  Customer Answer

  Date: 06/10/2024

  I am rejecting this response because:  

  On the initial sheet where they took my initials,the price was different than price on the final contract, later the other sales guy took sign on a different paper with different price had a different VIN number than my vehicle. But they have used same price for my vehicle.

• Initial Complaint

  Date:05/06/2024

  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.

  On March the 2nd of 2024 I bought a car and WAS TOLD THAT I HAD TO GET THE SERVICE CONTRACT that came with it for $2700. Later on that night I discovered it was optional and the finance person lied to me about multiple optional items he claimed was mandatory. I submitted the cancellation form to ***********************. And that was on March the 4th. It is now May the 6 and I have received nothing.

  Business Response

  Date: 05/06/2024

  ***, we are sorry to hear of your discontent with the finance manager, our finance department is under new leadership. They will be reviewing your cancellations to ensure everything has been processed. Our Finance Director will be reaching out if any documents are still needed and if in the meantime you have any questions please reach our finance department through our direct line at ************.

• Initial Complaint

  Date:04/09/2024

  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.

  Company refuses to cancel extended warranty upon completing request, and after ***** phone calls. I have been informed that the finance person will return call with an update. No return calls when promised. Car and warranty were purchased 12/30/23. The company does not receive outside emails only phone calls.

  Business Response

  Date: 04/10/2024

  *****, we appreciate the feedback and have passed your note along to our leadership. We understand that ******, our Finance Manager reached out and had your refund check processed on the 1st of April 2024 and mailed at that time. We understand your frustration and yearn for an opportunity to serve you better in the future. If there is any further concerns with your purchase and paperwork please continue to communicate with ****** directly at ************.

• Initial Complaint

  Date:02/15/2024

  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.

  I cancelled Extended warranty right away, 10 December online 2023 and Next day Monday 11 December 2023 in person. After Ten weeks of being told wait today I finally get an email and call from ****** the finance manager to do it all over again as if I never did the cancellation or follow up. I also want 9.9% interest on the $2,148 refund that I am paying. My concerns have thus far been ignored and even ****** offered no explanation and tried to get me to file new paperwork I provided the old original. He did not address the 9.9% either.I want the $2,148 returned immediately with interest. This is unacceptable the way they handled me.

  Business Response

  Date: 02/22/2024

  *** Tomes **** has no record of ever doing business with ********************. Also we do not have a finance manager by the name of **************** have we had a finance manager by that name. 

  Please let us know how we need to proceed with this situation. 

   

  Customer Answer

  Date: 02/22/2024

  It was *** Tomes Volkswagon as I wrote and documents show.  ********** did not come up as an option on your complaint form online only **** the same family owns all three dealerships.

  Business Response

  Date: 02/26/2024

  The customer did not provide odometer statement and original contract at time of complaint when these items were received by the dealership the extended coverage was cancelled in a timely manner. The customer was provided with a copy of these cancellation documents as well. We have done everything in our power to resolve these issues and make well the situation for this customer. 

  Customer Answer

  Date: 02/26/2024

  I am rejecting this response because:   It is an OUTRIGHT lie!  I provided everything in person and they kept telling me to wait on refund it takes longer etc.....  Then when I filed ****** reviews, dealership reviews and told them I was filing BBB and AG complaints ****** contacted me and wanted the process to start all over by filling out new paperwork.  I provided him all the original paperwork and he sent me a copy of the check supposedly sent to VW credit on ***************************************************************************** the mail game.

   

  I WAS COOPERATIVE and they did NOTHING and continue to blow me off and pretend I was at FAULT.  NO ALL ON THEM!

  Business Response

  Date: 02/29/2024

  We are unsure why this has been rejected, we have forwarded a copy of the check that has been cashed by the lender and applied to principal, we have also explained that the customer will not be penalized by the interest acrued during the time the warranty was active due to the loan being a simple-interest loan. Multiple parties have communicated with the customer and associates of the customer. We have been advised by his associates/family that he is not in capacity to be executing this issue, and we have gone above and beyond in trying to resolve this matter, all monies associated with the warranty as well as the interest concerns have been addressed, we are more than willing to explain or assist as best possible should there be any further concerns. Not entirely sure what more we can offer to resolve this issue as money has been sent and policy has been rescinded. Please let us know what further we may do.

  Customer Answer

  Date: 02/29/2024

  I am accepting that the money finally was applied to the loan after two and a half months.  

  Reject all else and to bring my mental capacity into it I think may be aLiable defamation of my character and mental abilities!  They have never spoken or corresponded with anyone but MYSELF (*************************).  *** TOMES AUTO GROUP is a terrible and untruthful dealership!  

  STOP YOUR LIES!!!!!!!!!  I have gone out of my way and consumed MY TIME to get this resolved.  You were hoping to KEEP THE MONEY and let me drop the matter!

   

  Will ask an attorney about your defamation.

• Initial Complaint

  Date:01/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle from this dealership last year and returned the vehicle after three months. The salesman are nice and the process of obtaining a vehicle is smooth. My issues have to do with obtaining a bill of sale with the odometer reading so I can cancel the service contracts. I initially asked for the bill of sale when I sold the vehicle back to the dealership, but was told that they do not give that out and that they would cancel the contracts. That is not the case, always obtain a bill of sale. I assume it's because they don't want to refund the money. I have tried calling the dealership multiple times trying to obtain the Bill of Sale, but was always told the finance people are busy. One day I finally got ahold of one of ****************, ******, and he sent me over some paperwork to fill out. However, I am still needing the Bill of Sale to cancel one last service contract that is requesting it before they can proceed with the cancelation. I sent another email to the finance guy that helped me but still have not received a response or paperwork. I have run out of options.

  Business Response

  Date: 02/14/2024

  ******, we are happy you enjoyed your sales experience but are sorry to hear that you have had trouble obtaining paperwork you have requested. We have passed a note to ****************'s leadership and will attempt to reach you and resolve your issue. If you are able to stop by the dealership to meet with **************** please call our direct line and we will set up an appointment to help resolve your issue. We appreciate your feedback and will use this to improve our team going forward. Please give us a call direct at ************

• Initial Complaint

  Date:03/21/2023

  Type:Billing 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 leased out 2022 VW ID4 from this dealership on 02/25/2023 and agreed upon price was $37,332. Whereas when I am trying to do lease buy out after 3 weeks, I was asked to pay $39,636, which is $2,300 extra to the agreement. When I inquired with the Dealership Finance guy, he said this price is given by Volkswagen, but when inquired with Volkswagen credit department, they said the dealer discounts that were offered in the agreement are not entered into our system. At this time, I am really not happy with the dealership making the false promises (I have the proof of the agreement for $37,332 with dealer discounts). I really need help from this dealership on this transaction. I hope this will happen through this forum.

• Initial Complaint

  Date:11/30/2022

  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.

  I first took my car in for a check engine light, and they told me after keeping my car for 3-4 days that it was the battery and that the total would be $180 for the diagnostic only. And $480 for the replacement. I was told that if I decline it I would need to go to them anyway, even if I was able to source the "special" battery myself because they are the ONLY ones who can program this "special" battery. I was not going to pay $500 for a battery so I took it to *** and also have my car inspected at the same time. The total there for the battery AND installation was $220 for my Tiguan. It's been a month and everything is great with no issues and my start stop works just fine. The issue is they could not connect my car to their inspection computer and neither could ******* so they suggested that I take it back to the dealership and when I did they said they could connect but I failed because one tires tread was too low and that it would be $280 for ONE TIRE. So I took it back to ******* where they said that tire would be a pass but that they still can't connect to the computer and advised that I replace the two front tires and take it back. I got two tires with installation and balancing for $260 only. I then took my car back to this dealership for an inspection and talked to the manager, *****, told him what had happened and he in an extremely condescending tone asked me why I wouldn't just pay $480 and let them fix my battery instead of going somewhere else after paying the $180 diagnostic fee and why I would decline for them to replace my tire there for $280. I thought that was so rude and it felt like they were looking down on me and he even acknowledged that I was not treated fairly before but since it had been a month since the incident that there was nothing they can do about it. That's an absolute lie because they could give me my money back or compensate me in some way for being lied to and treated unfairly but he chose not to so I asked for my keys and left.

  Business Response

  Date: 03/16/2023

  Business Response /* (1000, 7, 2022/12/16) */
  On 12/3/22 we came to agreement to resolve conern. We got customer in and acknowledged the lack of communication and misunderstanding regarding the battery and diagnostic charges. We performed a complimentary battery programming for the battery which was purchased elsewhere, performed a recall and refunded the $180 diagnostic fee from October. We did this in an effort to make things right and earn our customers business back.

• Initial Complaint

  Date:10/03/2022

  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.

  After review, we have several concerns and most definitely feel mislead in the final numbers of this sale of a used vehicle.
  
  For starts, the agreed upon sales price of this vehicle, as per our conversation with our sales rep, Isaac, was $38,180.00. The Price of Unit listed on our Motor Vehicle Buyer's Order reads $40,480.00. There is clearly an error in the sales price across the paperwork.
  
  Second, the "value add" items listed on our Buyer's Order in the amounts of $595, $695 and $1995 were NEVER disclosed nor discussed as an extra expense that was to be added onto the vehicle sales price. The ONLY line item that we discussed and agreed to ADD to our vehicle was the Service Contract in the amount of $2302.00 which we see added on the order.
  
  The "Maintenance" add-on cost of $998.00 was NEVER DISCLOSED by our finance agent -- matter of fact, the agent came back into the office saying he had "good news" and was able to "add-on" that Maintenance package at no cost considering we had initially DECLINED to add that service package upon signing. If this package was declined by us, verbally, upon initial signing, then why was it added on at an extra expense to us? We were indeed mislead in this situation, in it's entirety, by use of verbal manipulation by the finance agent.