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:04/30/2025

  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 1/31/25, 2009 VW Jetta taken to **** Cooley VW Richardson due to engine light Indicator on. diagnosis was error code for Air Faults, Air injection.Paid for parts & returned vehicle for repairs on 2/6/25.On 2/7/25,paid balance and found indicator light stillon. Left vehicle to be rechecked by **** and later received call from serv provider that another issue was found. After speaking to ***, ***** A regarding why issue not found in previous diagnosis, we allowed the service since the vehicle was already at dealership and they had already done initial work on it. 2/13/25Paid for service/picked up vehicle, drove approx 8 miles from dealership to destination, shut vehicle off, wouldnt restart. Called &vehicle was towed back to ****Cooley and were told it was the starter.Was quoted $845 for aftermarket starter(part only). After calling other ** dealerships to compare pricing & speaking with the ***s ***** A & ******* H about the situation, how it was handled and their pricing with no resolution, we decided not to allow repairs and advised them that vehicle would be picked up. I paid tow fee and had vehicle towed on 2/18/25. After vehicle was checked at other facility, we were notified that indicator light was still on with same error code noted by ****Cooley. I informed ****Cooley of those findings, sent picture of vehicle dash showing indicator light "still" on and same error code diagnosis. Asked to speak to Gen **** and was sent to his voicemail. On 2/27/25 I finally spoke to & explained the situation to Gen *** & informed him that I expected full refund $1994.08 minus $120 tow because the same error code &issue that they were paid to repair still existed with vehicle after leaving their dealership. He said he would review service info and call me back. As of 04/29/25, there has been no response from Gen *** or anyone else from ****Cooley VW Richardson.

  Business Response

  Date: 05/05/2025

  We have fault logs documented of time and date and when the faults occurred. Every fault that occurred after the original repair visit was new and was set/recorded while in the customers possession. **** ********************** VW of ******************** is not responsible for the starter failure nor the secondary air combi valve failure. The customer was made a very generous offer to install the starter at a discounted price and no charge on labor to install it. The customer declined the offer and towed the vehicle off our lot. Customer is not owed anything due to all services that she paid for have been verified for proper diagnostic findings performed and correct parts installed. Advised customer that her vehicle is 16 years old with over 122k miles and part failures will become more common with over 100k miles on the odometer. 

  Customer Answer

  Date: 05/07/2025

  I am rejecting this response because: 
  Their fault log should show that the same fault code & diagnosis that they were trusted to completely repair is the same fault code &diagnosis that was verified by another shop and was shared with **** ********************** hours after my vehicle left their facility. The onlyfault that occurred after **** ************************ original attempted repair was not new. If the fault was properly repaired & rectified by them, the same identical fault and diagnosis would not have shown up again. Also, it was never implied that **** ********************** was responsible for a starter failure, but they are responsible for the repairof the secondary air combi valve that they were paid for. The $845(parts only) charge that they did offer to install a starter was not generous nor discounted, therefore was declined because of price,lack of trust to complete repairs and the rude, unprofessional,self-righteous attitude in which MgrBrandon Hill and GM ** ***** spoke to me after mentioning my frustration as to how they handled the service of my vehicle from Feb 6 to Feb *******. The only positive experience with this dealership was the service provider **** ******.
  The age/mileage of my vehicle has nothing to do with what they were paid,obligated and trusted to repair at the time. **** ********************** owes me a refund because they did not properly and completely make the repairs that they were paid to make on my vehicle and I therefore had to pay another shop to make the same exact repair.
  
   

  Business Response

  Date: 05/20/2025

  More Information...Final decision, no reimbursement. Vehicle was repaired and customer received the services that they paid for. 

  Business Response

  Date: 05/20/2025

  Final decision, no reimbursement. Vehicle was repaired and customer received the services that they paid for. 

  Customer Answer

  Date: 05/29/2025

  This is final response:  Clay Cooley Richardson DID NOT provide the service that they were paid for, therefore will be moving forward to next steps

  Customer Answer

  Date: 06/04/2025

  I am rejecting this response because:   Again..Clay Cooley Richardson DID NOT provide the service that they were paid for, therefore will be moving forward to next steps

• Initial Complaint

  Date:04/27/2025

  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.

  On February 22 I purchased a vehicle from Volkswagen Richardson Clay *********************** I purchased a 2022 Volkswagen Tiguan on February 22. I received documents in my email that I never e signed. The documents that were sent to me on February 27 are different with a different signature than what I originally signed during my purchase on February 22nd. I contacted ***** about this at that time and he kind of blew it off. On March 20 I had to return my car back to the dealership because I had a faulty transmission. In the meantime, the dealership had gave me a loaner while I was in that loaner. The car had h*** damage and I had to come off $1000 for my deductible for my insurance to cover the h*** damage on the loaner car. I finally picked up my car on April 17th. The car repair was done on April 4 however, though because of the h*** damage with the loaner, I had to pay the h*** damage inorder to pick up my vehicle. On April 25, I had to return back to the dealership because I was getting a low oil error on my dash. Because of the bad experience I had at Volkswagen Richardson **** Cooley I took my car Volkswagen ********* **** *********************** I was told today on April 26 that my car needs a new oil pan because the oil pan has been hit in addition to because of prior owners. The carbon monoxide has filled in the engine in a Volkswagen that is as recommending for it to be clean, which is a $5000 job. I put $5000 down on this car. Ive had to pay $1000 for a h*** damage on a loaner car that I shouldve never had it my possession and nowIm looking at an additional over $6500 in repairs on a vehicle that Ive had in my possession for less than 45 days. I was told yesterday that my repairs were under warranty but today I was told that the work that needs to be done on the car isnot under warranty. I need help either getting this car repair or getting this car replaced no one in the dealership, has reached out to me in to my issues, even though I have made them clear to several ** employees

  Business Response

  Date: 05/02/2025

  Customer currently has their vehicle in our service department, and we are performing repairs under warranty at no charge to the customer. 

  Customer Answer

  Date: 05/04/2025

  I am very concern about the business and ethics practices of **** cooley volkswagon richardson.  On Tuesday May 6th, i went back up to Vw Richardson to attempt to get a Resolution in regards to the Intensive car repairs that needed to be completed on the car, especially since I had just picked up the car from  Vw Richardson on April 17th. Mind you I took the car to to **** Cooley Park city Volkswagen on April 25th. When I came to the dealership on May 6 to come up with some type of resolution, I spoke with sales manager, **** ***** and the service manager, ******* ****. I was asked at that time. Why did I not bring the vehicle back to Volkswagen Richardson. I explained that due to the unpleasant experience that I had I took the car to their sister dealership, which was Volkswagen Park cities. I explained Both to **** ***** and ******* that Volkswagen Park city was saying that the car had an oil pan that had been hit, and that there was carbon monoxide buildup in the engine. Clearly, these are issues that was either wrong with the car when I bought it or happened maybe while the vehicle was in possession of Volkswagen. I stress the importance that Ive had this car in my possession for less than *************************************** Volkswagen possession. **** ***** and ******* promise me that they will work with a solution with Park cities so I can have the repair for the oil pan either discounted or not have to pay for it. On Friday, I received a text message from Volkswagen Park cities telling me that I needed to bring back the loaner and that Volkswagen Richardson never reached out to them to work out something with the repairs. Needless to say I had to pay $982 on Friday in order to get my vehicle and to take it to Volkswagen Richardson to look at the carbon monoxide buildup. I dont understand how my car had to hit to the oil pan when I only have my car for a week in prior to taking the car back for the transmission issue. There was no issue with my oil pan since February 22. I have given this dealership over $7000.  $5000 for my down payment $1000 for the h*** damage to their loaner in addition to $982 this Friday I am absolutely terrified that when I pick up my vehicle that something else will be wrong with my vehicle even though they will tell me that it is fixed. To this day, I have still have not heard from **** *****. I have been to the dealership ***** times in the past week to get this resolved and have gotten Little to nowhere. Clearly, I was sold a bad vehicle. I am almost certain I had. The transmission was faulty. There was probably other issues to the vehicle as well and now I am being held responsible for this I would like possibly a refund or a discount on the $982 that I had to pay for on Friday as Situation as this situation has put me in a financial bind with other finance responsibilities I have. I dont Understand how I was how I was supposed to be purchasing a certified preowned vehicle and *** had this many issues. I am still concerned about the fact that I have documents that came to my email on February 27 in which I did not sign. The documents that were sent to me were completely different from the documents that I signed on February 22nd. I dropped my vehicle off to Volkswagen Richardson on Friday, May 2 as of today I have yet to hear anything in regards to the status of my vehicle. 

  Customer Answer

  Date: 05/04/2025

  I am very concern about the business and ethics practices of **** cooley volkswagon richardson.  On Tuesday May 6th, i went back up to Vw Richardson to attempt to get a Resolution in regards to the Intensive car repairs that needed to be completed on the car, especially since I had just picked up the car from  Vw Richardson on April 17th. Mind you I took the car to to **** Cooley Park city Volkswagen on April 25th. When I came to the dealership on May 6 to come up with some type of resolution, I spoke with sales manager, **** ***** and the service manager, ******* ****. I was asked at that time. Why did I not bring the vehicle back to Volkswagen Richardson. I explained that due to the unpleasant experience that I had I took the car to their sister dealership, which was Volkswagen Park cities. I explained Both to **** ***** and ******* that Volkswagen Park city was saying that the car had an oil pan that had been hit, and that there was carbon monoxide buildup in the engine. Clearly, these are issues that was either wrong with the car when I bought it or happened maybe while the vehicle was in possession of Volkswagen. I stress the importance that Ive had this car in my possession for less than *************************************** Volkswagen possession. **** ***** and ******* promise me that they will work with a solution with Park cities so I can have the repair for the oil pan either discounted or not have to pay for it. On Friday, I received a text message from Volkswagen Park cities telling me that I needed to bring back the loaner and that Volkswagen Richardson never reached out to them to work out something with the repairs. Needless to say I had to pay $982 on Friday in order to get my vehicle and to take it to Volkswagen Richardson to look at the carbon monoxide buildup. I dont understand how my car had to hit to the oil pan when I only have my car for a week in prior to taking the car back for the transmission issue. There was no issue with my oil pan since February 22. I have given this dealership over $7000.  $5000 for my down payment $1000 for the h*** damage to their loaner in addition to $982 this Friday I am absolutely terrified that when I pick up my vehicle that something else will be wrong with my vehicle even though they will tell me that it is fixed. To this day, I have still have not heard from **** *****. I have been to the dealership ***** times in the past week to get this resolved and have gotten Little to nowhere. Clearly, I was sold a bad vehicle. I am almost certain I had. The transmission was faulty. There was probably other issues to the vehicle as well and now I am being held responsible for this I would like possibly a refund or a discount on the $982 that I had to pay for on Friday as Situation as this situation has put me in a financial bind with other finance responsibilities I have. I dont Understand how I was how I was supposed to be purchasing a certified preowned vehicle and *** had this many issues. I am still concerned about the fact that I have documents that came to my email on February 27 in which I did not sign. The documents that were sent to me were completely different from the documents that I signed on February 22nd. I dropped my vehicle off to Volkswagen Richardson on Friday, May 2 as of today I have yet to hear anything in regards to the status of my vehicle. 

  Customer Answer

  Date: 05/04/2025

  I am very concern about the business and ethics practices of **** cooley volkswagon richardson.  On Tuesday May 6th, i went back up to Vw Richardson to attempt to get a Resolution in regards to the Intensive car repairs that needed to be completed on the car, especially since I had just picked up the car from  Vw Richardson on April 17th. Mind you I took the car to to **** Cooley Park city Volkswagen on April 25th. When I came to the dealership on May 6 to come up with some type of resolution, I spoke with sales manager, **** ***** and the service manager, ******* ****. I was asked at that time. Why did I not bring the vehicle back to Volkswagen Richardson. I explained that due to the unpleasant experience that I had I took the car to their sister dealership, which was Volkswagen Park cities. I explained Both to **** ***** and ******* that Volkswagen Park city was saying that the car had an oil pan that had been hit, and that there was carbon monoxide buildup in the engine. Clearly, these are issues that was either wrong with the car when I bought it or happened maybe while the vehicle was in possession of Volkswagen. I stress the importance that Ive had this car in my possession for less than *************************************** Volkswagen possession. **** ***** and ******* promise me that they will work with a solution with Park cities so I can have the repair for the oil pan either discounted or not have to pay for it. On Friday, I received a text message from Volkswagen Park cities telling me that I needed to bring back the loaner and that Volkswagen Richardson never reached out to them to work out something with the repairs. Needless to say I had to pay $982 on Friday in order to get my vehicle and to take it to Volkswagen Richardson to look at the carbon monoxide buildup. I dont understand how my car had to hit to the oil pan when I only have my car for a week in prior to taking the car back for the transmission issue. There was no issue with my oil pan since February 22. I have given this dealership over $7000.  $5000 for my down payment $1000 for the h*** damage to their loaner in addition to $982 this Friday I am absolutely terrified that when I pick up my vehicle that something else will be wrong with my vehicle even though they will tell me that it is fixed. To this day, I have still have not heard from **** *****. I have been to the dealership ***** times in the past week to get this resolved and have gotten Little to nowhere. Clearly, I was sold a bad vehicle. I am almost certain I had. The transmission was faulty. There was probably other issues to the vehicle as well and now I am being held responsible for this I would like possibly a refund or a discount on the $982 that I had to pay for on Friday as Situation as this situation has put me in a financial bind with other finance responsibilities I have. I dont Understand how I was how I was supposed to be purchasing a certified preowned vehicle and *** had this many issues. I am still concerned about the fact that I have documents that came to my email on February 27 in which I did not sign. The documents that were sent to me were completely different from the documents that I signed on February 22nd. I dropped my vehicle off to Volkswagen Richardson on Friday, May 2 as of today I have yet to hear anything in regards to the status of my vehicle. 

  Customer Answer

  Date: 05/14/2025

  I am rejecting this response because:   I am very concern about the business and ethics practices of **** cooley volkswagon richardson.  On Tuesday May 6th, i went back up to Vw Richardson to attempt to get a Resolution in regards to the Intensive car repairs that needed to be completed on the car, especially since I had just picked up the car from  Vw Richardson on April 17th. Mind you I took the car to to **** Cooley Park city Volkswagen on April 25th. When I came to the dealership on May 6 to come up with some type of resolution, I spoke with sales manager, **** ***** and the service manager, ******* ****. I was asked at that time. Why did I not bring the vehicle back to Volkswagen Richardson. I explained that due to the unpleasant experience that I had I took the car to their sister dealership, which was Volkswagen Park cities. I explained Both to **** ***** and ******* that Volkswagen Park city was saying that the car had an oil pan that had been hit, and that there was carbon monoxide buildup in the engine. Clearly, these are issues that was either wrong with the car when I bought it or happened maybe while the vehicle was in possession of Volkswagen. I stress the importance that Ive had this car in my possession for less than *************************************** Volkswagen possession. **** ***** and ******* promise me that they will work with a solution with Park cities so I can have the repair for the oil pan either discounted or not have to pay for it. On Friday, I received a text message from Volkswagen Park cities telling me that I needed to bring back the loaner and that Volkswagen Richardson never reached out to them to work out something with the repairs. Needless to say I had to pay $982 on Friday in order to get my vehicle and to take it to Volkswagen Richardson to look at the carbon monoxide buildup. I dont understand how my car had to hit to the oil pan when I only have my car for a week in prior to taking the car back for the transmission issue. There was no issue with my oil pan since February 22. I have given this dealership over $7000.  $5000 for my down payment $1000 for the h*** damage to their loaner in addition to $982 this Friday I am absolutely terrified that when I pick up my vehicle that something else will be wrong with my vehicle even though they will tell me that it is fixed. To this day, I have still have not heard from **** *****. I have been to the dealership ***** times in the past week to get this resolved and have gotten Little to nowhere. Clearly, I was sold a bad vehicle. I am almost certain I had. The transmission was faulty. There was probably other issues to the vehicle as well and now I am being held responsible for this I would like possibly a refund or a discount on the $982 that I had to pay for on Friday as Situation as this situation has put me in a financial bind with other finance responsibilities I have. I dont Understand how I was how I was supposed to be purchasing a certified preowned vehicle and *** had this many issues. I am still concerned about the fact that I have documents that came to my email on February 27 in which I did not sign. The documents that were sent to me were completely different from the documents that I signed on February 22nd. I dropped my vehicle off to Volkswagen Richardson on Friday, May 2 as of today I have yet to hear anything in regards to the status of my vehicle. 

  Business Response

  Date: 05/16/2025

  Customer is being reimbursed $982 for the oil pan replacement at our Park Cities VW Store. We are working with her insurance company to have them pay her the $1000 deductible back as they advised us to collect it due to her policy stating that she has $1000 deductible. 

  Customer Answer

  Date: 05/16/2025

  Today I receive notice from my insurance company that I do not owe the $ ***** dollars that was paid to **** ********************** for The hail damage for the loaner car. My insurance company sent a digital payment to CLAY ********************** including the damages for the hail damage as well as the ***** deductible, i financed through ******. I financed $300 of $1000 with ******. I paid Sunbit my portion of $730 and Sunbit paid **** ********************** the $***** for the hail damage. So **** ********************** has been paid the $***** deductible twice. I spoke with ****** today who advise me that **** ********************** needs to go into their system and cancel the contract with ****** and they will refund the $730.00 I paid. I need **** ********************** to cancel the contract with *********** so I can get my funds back Asap as I am in a financial bind due to the extra funds I have had to spend. 

  In regards to the $982 that I am promised a refund on as of today I have not received the $982 back into my account. I Am not quite sure if **** ********************** will be issuing me a check or if the amount will be refunded back to the form of payment. Can **** ********************** please advise of how the payment will be made in the timeframe In which the payment will be made. I am requesting for this Refund to be done as possible, as I am in a financial hole due to the situation. I had to pay my Rent late for the month of May due to the additional ****** I spent. I am hoping this will be resolved within a reasonable time. As of today, **** ********************** still has possession of my vehicle and is still working on the repairs of my vehicle. 
  

   

  Customer Answer

  Date: 05/17/2025

  I am rejecting this response because:   Today I receive notice from my insurance company that I do not owe the $ ***** dollars that was paid to **** ********************** for The hail damage for the loaner car. My insurance company sent a digital payment to CLAY ********************** including the damages for the hail damage as well as the ***** deductible, i financed through ******. I financed $300 of $1000 with ******. I paid Sunbit my portion of $730 and Sunbit paid **** ********************** the $***** for the hail damage. So **** ********************** has been paid the $***** deductible twice. I spoke with ****** today who advise me that **** ********************** needs to go into their system and cancel the contract with ****** and they will refund the $730.00 I paid. I need **** ********************** to cancel the contract with *********** so I can get my funds back Asap as I am in a financial bind due to the extra funds I have had to spend. 
  In regards to the $982 that I am promised a refund on as of today I have not received the $982 back into my account. I Am not quite sure if **** ********************** will be issuing me a check or if the amount will be refunded back to the form of payment. Can **** ********************** please advise of how the payment will be made in the timeframe In which the payment will be made. I am requesting for this Refund to be done as possible, as I am in a financial hole due to the situation. I had to pay my Rent late for the month of May due to the additional ****** I spent. I am hoping this will be resolved within a reasonable time. As of today, **** ********************** still has possession of my vehicle and is still working on the repairs of my vehicle. 
  
  
  

  Business Response

  Date: 05/20/2025

  customer has been reimbursed. 

  Customer Answer

  Date: 05/28/2025

  I have reviewed the business response and accept this resolution. I have also contacted my attorney, to advise of refunds issued. Please disregard demand letter. 

• Initial Complaint

  Date:04/08/2025

  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.

  3/29/25 Asked me to pay to have the roof rack the car comes with installed and to charge the vehicle. Did not mention the option for the lease with $7500 off. Tried to get me on a 10% interest loan and it took hours to get the 5.94% rate from *****. After continually "accidentally" adding polices I opted out of, removing discounts, and forgetting to write out the list of deliverables- ****** made sure to patronize me and say "if you're so smart you should start your own dealership". I was provided the "new" car uncharged (which is a VW requirement), without setting up Electrify America or SiriusXM, and it took another day for the roof rack to be installed (which is so loud) and get EA and Sirius. My car still wasn't charged so I had to pay that out of pocket to use the "new" car. **** Cooley Volkswagen Richardson has a 3 day return and 7 day exchange but despite numerous calls to the sales person, *****, the sales manager, **** ***** and ***** in finance on 4/4/25 and 4/5/25 all I got was run around for wanting to exchange for another vehicle on lease. I filed complaints with ***, BBB, and the *** as Cooley Volkswagen Richardson refuses to honor their policies or respond. **** ***** said he would call me back numerous times (after many attempts to tell me I don't want an exchange or lease and that I should "learn to be happy").

  Business Response

  Date: 04/14/2025

  We have exchanged the vehicle for Ms. ********* and request the case be closed.

  Customer Answer

  Date: 04/18/2025

  I have reviewed the business response and accept this resolution.   ** ***** made sure to exchange my vehicle and is taking care of my "we owes*

• Initial Complaint

  Date:01/25/2025

  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.

  Clay Cooley Volkswagen of Richardson is not honoring their 3 day money back guarantee. I meet all the criteria.

  Business Response

  Date: 01/27/2025

  Mr. ******* is incorrect. He brought the vehicle to the dealership on Saturday, January 25th, and we took the vehicle back after it was driven three days.

  We consider this case closed.

  Customer Answer

  Date: 01/28/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/28/2024

  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.

  Warranty refund On 7-17-24 I contacted Volkswagen of Richardson regarding my warranty on a car that I traded in with a different dealership. They told me the paperwork that I needed to bring in with me in order to cancel my warranty, and once I brought this paper in which included a mileage reading and the payoff quote My warranty cancellation would be processed and I would be issued a refund check if I did not have an outstanding balance with Clay *********************** which I did not. They said the whole process should **** * to 8 weeks sometimes up to 12. I called Volkswagen credit on 10-1-2024 And I asked for the status of my warranty cancellation and they told me that they had not received anything saying that it was going to be canceled so I questioned this asking them. Is this something that I missed or was this from the dealership? She proceeded to tell me it was a dealership responsibility to submit, said paperwork, which they have not. I then called the dealership back and spoke with somebody by the name of ******* ****, he was unprofessional as could be was almost upset as I was telling him that this had not been done. He said oh yeah I dont know what happened. I just didnt submit it so now here we are another four weeks later my warranty was canceled by Volkswagen easy care on October 1, 2024 and I have yet to receive my refund check. I have called the dealership multiple times and I cannot speak with anybody but ******* ****. This process has been going on for almost 4 months. I have never seen a company say oh I dont know what happened. He just chose not to file the paperwork In addition, he left out several papers that needed to be signed It was a whole different set of paperwork the second time then it was the first time.. attached I have the first email that was supposed to be the only email needed to cancel my warranty and then I also attached the correct set of paperwork that I did not know about until I called and asked why this warranty was not done

  Business Response

  Date: 11/11/2024

  Contacted Customer and issued check and hand delivered..  

• Initial Complaint

  Date:10/25/2024

  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.

  we are a dealership here in Plano ( Plano preowned auto group) we sell preowned vehicles) we had one VW car that needed a radio and we called **** cooley for this radio and ordered one one year ago but still nothing from their side, every time we call them for it they make up excuses that its not here yet and ordered from *******, i requested a refund but they don't want to and they never can give us an answer on this. as you can see it was ordered on the attached invoice on 30 September 2023. i just want my refund for this kindly help us with it thank you,

  Business Response

  Date: 10/30/2024

  Customer has already been paid back when he disputed the charge with his bank. I just spoke to the customer and he was unaware that the money is back in his bank and will check with his accounting team to track it down. We are a franchise and when ordering from a manufacturer like Volkswagen, we can only provide ETAs that that are provided to us. Unfortunately ** does not have an *** on this special ordered part. Customer no longer needs the radio and has been paid back (via dispute chargeback to us) so no further action is necessary to make the customer whole at this time. 

• Initial Complaint

  Date:10/04/2024

  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.

  Vehicle: 2015 Volkswagen Passat Purchased from **** Cooley Volkswagen, ******, **. Later serviced at **** Cooley Volkswagen, Richardson, ** location. Background: Since purchasing the vehicle in 2015, Ive followed the maintenance guide. Despite this, the oil light frequently turned on. **** Cooley ** advice was to add oil and continue scheduled maintenance. Latest Incident: On 8/31/24, my vehicle lost power less than 3 blocks from home. The transmission shifted, but there was no power. Towed it to **** Cooley VW, where their diagnostics claimed it revealed a main seal $3431.99 repair estimate. While in the ************** I was offered $5000 to buy my car. I countered with $6000, and we agreed on $5800, and they would waive the diagnostics fee. When we went to finalize, the offer suddenly dropped to $2800. We have text messages confirming the original offer. ***** yelled unprofessionally at us when we asked why. Afterward, we spoke to general manager ****** *****, who offered $5000 but insisted we decide by 8 PM on 9/11/2024. We decided to fix the car at ******** to save money. After towing the car to ********, they found transmission not shifting and giving them codes which were not mentioned in **** Cooleys diagnostics. When we reached out to ****** again, he connected us with ******* ****, who offered to help and cover the towing free and another diagnostics for free. Now they say they missed the real cause which is the transmission and want over $6000 to fix the car. **** Cooley ** initially offered free diagnostics, later inflating the cost to over $6000. They dropped the buyout offer from $5800 to $2800 without a clear explanation, despite knowing the cars condition. Request for Action: I request that **** Cooley Volkswagen honor their $5800 offer and waive all diagnostic fees as promised. Their inconsistent diagnostics and handling raise serious concerns, and I seek a swift and fair resolution.

  Business Response

  Date: 10/09/2024

  All diagnostics fees as well as towing has been no charge to the customer. Customer declined repairs as well as declined to trade vehicle in. Fair market value was offered to the customer on a trade in. Vehicle has a failed transmission and not worth what the customers expectations are. We could not agree on terms and customer is towing vehicle off our lot. 

• Initial Complaint

  Date:08/05/2024

  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.

  Got approved for a 2018 Nissian Pathfinder through **** Cooley Volkswagon Richardson, go the car on a Friday, noticed smoke coming from tailpipe late Saturday evening reached out to the dealership the next business day which was a Monday them the issue, sales *** said he would let the finance manager know, was able to get the car into service about 2 weeks later (car in shop when first payment made) they called told me my car was ready and good to go shouldnt have any further issues, soon as I pull into my home big cloud of white smoke coming out along with rattling in motor. Took to ****** to get a second opinion, they told me I need a new motor, go back to **** Cooley finance manager tells me his sales and that my issue is with service. Go to service they take car the following Monday calls me Wednesday telling me I didnt need a new motor and that they can fix issue, get my car back Friday afternoon(8-2-24) no issues, go to get dinner later that evening more white smoke! Call my **** Cooley advisor to let him know whats going on he tells me hes busy and will get back with me when possible, then sends me and automated text message! I just want the car to be fixed at their expense, not to mention I paid $700 to get car out of shop to have same issues. Warranty or no warranty I reached out the next business day telling them the issue and asking if they could get me in something else! Every time I try to call or go up to the business I get treated like ****, as if Im bothering them!

  Business Response

  Date: 08/19/2024

  We are still working on a resolution to help the customer. 

  Customer Answer

  Date: 08/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/05/2024

  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 placed online request to buy VIN: ***************** STOCK: RM063001 Volkswagen Tiguan 2024 SE R-Line black having white color for $32500 Out the door price with no finance, all cash and no extended warranty.Online Sales rep ******* confirmed the price via txt message and ***** Finance Manager confirmed the same on phone. Based on this agreement I was scheduled to visit the dealership and pick up the vehicle at 6 pm. My appointment was booked with **** At dealership, when I went, the appointment was in their schedule but they didn't know who ******* or ***** were and the refused to honor the price. It seems this is organized scam between their internet department and dealership. I called the police department in Richardson to press charges u/s 361(1) and Police said they cannot file criminal charges but I should explore Civil litigation as this is breach of contract.I traveled 90 mins 1 way losing 2 hours of work and they don't know how to handle customers. Not only should this dealership be severely penalized for their mischief but they should also be asked to shut down their internet sales. This is a big hoax and ************************** hopefully should see court ot class action some day due to such bad business tactics. It is okay to do business to feed families but doing it unethically and using bait and switch will make you sinners. My wife met with accident on 3/29 and badly needed car to go to work and we just lost a day and had trauma while being at dealership. This is psychological harassment at its worst. The finance manager ***** hopefully will get karma hit back on him and his family because we are one of the most simplest and honest families who honor every word and ***** seem to be a habitual liar

  Business Response

  Date: 04/23/2024

  We have reviewed this customers complaint and came to the conclusion that nobody from our organization accepted his offer of $32,500. We will provide all documentation if the customer requests it. He will have to agree to have this information posted on this website. 

   

  Best Regards

• Initial Complaint

  Date:03/10/2024

  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 brought my 2010 VW TIGUAN into service MULTIPLE TIMES for a Check Engine Light (*************) is my Service Advisor. This has been a ONGOING ISSUE for OVER a year. Where I have PAID THOUSANDS & THOUSANDS of dollars and STILL today the Check Engine Light is on. On 3/7/24 I contacted ************* (the service advisor) told him the light was BACK on (for the 5th time) AFTER JUST PICKING IT UP FROM CLAY ********************** VW RICHARDSON 3WEEKS EARLIER. (This was on Thursday) Today is 3/10/24 and HE IS STILL YET TO CALL OR HELP RESOLVE THE ISSUE. I should NOT have to KEEP FEEDING THEM MONEY and my vehicle CANT GO 3WEEKS without the light coming on - STILL!

  Business Response

  Date: 03/19/2024

  Check engine light came back on due to a part that was recently installed. Part was replaced under manufacturers parts warranty coverage at no charge to the customer. Vehicle has been repaired and delivered back to the customer. 

  Customer Answer

  Date: 03/21/2024

  I am rejecting this response because:   

  This issue with the check engine light has been an ONGOING issue over the past 9 Months to a year-plus.  I have PAID each time just the drive my car LESS THAN 3 - 4 WEEKS and the light comes back on.  I TRULY believe they have ripped me off financially and LIED regarding service issue.  (Please know I have had my vehicle for a short while BEFORE choosing Clay ********************** VW) and I take great care of my vehicle only choosing VW Certified locations and my previous service location thoroughly went over my vehicle NEVER coming up with ALL the "So Called Issues" ********************* & staff a Clay ********************** VW Richardson has CHARGED me for.....just to have the CHECK ENGINE LIGHT STILL COME ON.....

  Customer Answer

  Date: 03/25/2024

  Today is March 25th, 2024.  It's 8:15cst.  I am sitting in the Lobby of Clay ********************** VW Richardson.  MY CHECK ENGINE LIGHT IS BACK ON. (Please know I was NOT making this up) Please review invoice I have ONLY had my car back LESS THAN 3 weeks.  THIS had been ongoing for a year now.  In the beginning "They" - Clay ********************** VW RICHARDSON charged me THOUSANDS of dollars on MULTIPLE service accounts.  And a YEAR later I'm STILL HAVING TO BRING IT BACK FOR THE A CHECK ENGINE LIGHT.  I WANT A FULL REFUND FOR ALL THE MONEY I HAVE GIVEN THEM. ...PLEASE SEE INVOICE ATTACHED 

  Business Response

  Date: 04/02/2024

  Vehicle came back into service 12 days later 03/25/2024 with additional 725 miles driven on the vehicle. The vehicle was diagnosed and found fault code P2015 intake manifold failure which is unrelated fault to the previous visit on 03/13/2024.

  On the 03/13/2024 visit vehicle came in with system too lean fault which was the breather valve that we parts warrantied at no charge to the customer. 14 year old vehicle with 139k miles, anything is liable to break at any given time. 

  Customer Answer

  Date: 04/07/2024

  I am rejecting this response because:   

  They are LIERS & THIEVES.

  THEY TOOK MY MONEY FOR OVER A YEAR AND I STILL HAD A "CHECK ENGINE" LIGHT ISSUE.  

  I WILL NOT RECOMMEND THIS DEALERSHIP TO ANYONE - EVER.

  AND WOULD LIKE "COMPENSATION" FOR MY STRESS, SUFFERING & TRAVEL BACK & FORTH INCONVENIENCE OVER THE ****** I ALSO SPOKE RECENTLY WITH *********************** @ ************ WHO VERBALLY INFORMED ME "MY VEHICLE WAS TOO OLD" TO QUALIFY FOR A LOANER DURING "ANY" OF MY SERVICE ISSUES.  (THIS IS UNFAIR & RUDE) I TRULY WHICH SOMEONE WOULD SHUT DOWN THE WHOLE SERVICE DEPARTMENT.