ComplaintsforVolkswagen Southtowne, Inc.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This dealer is beyond incompetent in the service department. We purchased three ***** from here in the last year. While the sales team is great the service after you buy a care is pathetic. Our car has a warped windshield which is a know issue of the ID.4. We took our car in shortly after buying it to get it fixed and we've been getting the run around ever since.Visit one: **** the service guy gave us the run around and told us we'd need to work with our sales person. We left the car there for a week for them to look at. After a week we picked it up.Visit two: We came back to pick up the car since they needed more time to get the windshield in. They said the part would be in shortly. We needed our license plate installed and **** once again gave us the run around. We had to go back to our sales person to get a part.Visit three: (Three weeks after first visit) They still don't think they can get to it. **** also hung up on me and told me to take my business elsewhere. We definitely will!

  Business response

  04/22/2024

  To whom it may concern, 

  This customer has been in direct contact with both the Service Manager and the assistant service manager to address their concerns with the windshield, as well as the customer service received from the Advisor the customer was originally working with. Appropriate action has been taken internally to address the complaint against the Advisor, and the customer has been scheduled an appointment for Wednesday, April 24th to have the repairs completed. As a gesture of goodwill, the customer has also been offered a rental while their vehicle is in service. 
  
  Thank you, 

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

  Customer Relations Manager

  Customer response

  04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had taken in a vehicle I recently bought from vw southtowne for an issue I had with it, I scheduled a service for it to be checked out and taken care of. I showed up for my appointment on September 29th, a technician named **** came outside to inspect the vehicle and I demonstrated for him what causes the vehicle to make the noise I was concerned about. **** had instructed me to pull into their service shop and I had sat in my vehicle for ***** minutes before being told to pull out and they couldnt do anything until the 12th of October, so I had scheduled yet another service for my vehicle on the 12th. I was told I could continue to drive my vehicle for the time being, which I had respectfully declined out of better judgement. I had given vw southtowne a call to follow up on my vehicle on the 13th of October to follow up on my service and was Informed my vehicle had not made it into the shop yet. I had given it almost a week and communicated with vw southtowne again on the 17th of October and asked how the service on my vehicle was and they stated nothing is wrong with it and it was perfectly fine. Something is clearly wrong with the vehicle, when I make sharp turns after it is warmed up it makes a violent knock/shudder.

  Business response

  10/24/2023

  Too whom it may concern,

  The dealership had been working tirelessly behind the scenes to address this customer's concerns. In short, we did have to send it to the Manufacturing dealer for repairs. 
  
  Thank you, 

  VW Southtowne. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Volkswagen Golf R has been at this dealership since May 4th and has been broken for over 4 months! It went in for new fuel injectors but after those were replaced the tech said the engine was blown.It has now been over a month since my service advisor *** (****) ******** has not given me any updates on weather or not my warranty will cover this and has taken weeks between every response. The only reason i knew my engine needed to be replaced is because i went into the dealership and had to speak with *** (****) directly.Im not sure if its possible for my experience to get any worse and so far this has been the worst dealership experience ever.My warranty company calls *** at VM South town everyday and has started resorting to flying out to see them in person to actually get any answer. All then need is to tell my warranty company what exactly caused my engine to break and my claim will be approved and then i can get my car back.All they want is to see the piston rings and if they went bad, but *** cant even answer the phone.ITS NOW BEEN 4 MONTHS AND MY EXPIERENCE HAS ONLY GOTTEN WORSE , *** at VW SOUTH TOWN HAS ZERO ACCOUNTABILITY.

  Business response

  09/19/2023

  To whom it may concern, 

  The customer is using a 3rd party warranty cover the needed repairs, and they haven't been as communicative as to what they're requesting in order to approve / deny coverage. The advisor was just informed of the next steps last week, and we are working towards approval with their 3rd party. As it relates to the lack of communication with the advisor and customer, we will take appropriate action internally if/where needed to address the complaint and ensure the communication improves. 

  Thank you, 

  VW Southtowne

  Customer response

  09/19/2023

   
  Complaint: 20612071
  
  I am rejecting this response because:

  I have proof my warranty company has been very clear with *** since August 22nd that they needed to see the piston rings and that they expected that done with the initial tear-down done in July. 

  All you have is excuses, you know how to contact me if you want the real story. 

  
  Sincerely,
  
  *************************

  Business response

  09/20/2023

  To whom it may concern, 

  Per the 3rd party warranty's request, the additional tear down should be completed by Friday. At which point the 3rd party will likely send a party to inspect the vehicle before approving/denying warranty coverage. We will continue to work directly with the customer as things progress. 
  
  Thank you, 

  VW Southtowne

  Customer response

  09/22/2023

   
  Complaint: 20612071
  
  I am rejecting this response because:

  VW South Town failed to complete the engine tear down by Friday 9/22 ( As promised to me and my warranty) and now it's unknown when it will be completed.
  
  Sincerely,
  
  *************************

  Business response

  09/22/2023

  To whom it may concern, 

   

  Our technicians are doing what they can with the overflow of customers, working as promptly as possible without compromising the integrity of the work being performed. The customer will be updated as things progress. 
  
  Thank you, 
  VW Southtowne

• Initial Complaint

  09/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company is executing a clear "bait and switch" scheme. They offered a 4k discount on the Taos model (along with others.). We agreed to the purchase at a discounted price of $21,613. However, when the time came to close the deal (at the very last step) the dealership introduced the requirement to buy a bogus extended warranty (changing the original 4 yr/50k warranty to a 4 yr/60k warranty) for the price of $4,000! When I informed them that I was absolutely not agreeing to buy the warranty I was informed that the dealership would not honor the 4k discount if I were un-willing to purchase warranty. The "manager" then offered a 3k discount instead BUT I would have to purchase the "ceramic coating" that they supposedly do on all their cars, even though that was not mentioned on the paperwork I had just rejected. I refused that offer and told them I would be willing to accept the 3k discount, even though they supposedly were offering a 4k discount but that I would not pay for the ceramic coating ($995.). They refused so I left after having wasted hours of my day on their bait and switch scheme. THEY REALLY SHOULD BE SANCTIONED, FINED AND FORCED TO HONOR THEIR OFFER TO ALL CUSTOMERS WHO PURCHASED A CAR UNDER THEIR FALSE ADVERTISING. I have a video showing their advertised discounts which I am happy to provide.

  Business response

  09/05/2023

  We feel awful that it came off less than clear with you on how the promo works. You found the discounts online where we try very hard to clearly define the requirements for the pricing. Here is that disclaimer -
  

  Disclaimer:

  
  See dealer for details. Discount includes all available VW rebates and $1000 Dealer Trade assistance. Dealer arranged financing of at least 90% of MSRP which may be through VCI  required. Cannot combine any other special offer. Special rate may not be combined with discount. In stock vehicles only. All advertised prices exclude Dealer installed options, government fees and taxes, Dealer fees, any electronic filing charge, and/or any emission testing charge that must be paid by the purchaser.
  ID.4 EV SUV is eligible for a $7500 lease credit through VCI for qualified buyers. Or may be available as a tax credit. Talk with your sales representative / client advisor on how to take advantage of this discount.
  While we make every effort to ensure the data listed here is correct, there may be instances where some of the options or vehicle features may be listed incorrectly as we get data from multiple sources. PLEASE MAKE SURE to confirm the details of this vehicle with the dealer to ensure its accuracy. Dealer cannot be held liable for data that is listed incorrectly.
  
  Also, we showed you the special finance rates as an option, we also went over the qualifications for the military discount, you had no trade, and we still tried to offer you a way to get the discount even though you didn't qualify for it. After offering you over a $3,000.00 discount after deducting the discounts you didn't qualify for, you told us "I wouldn't buy from you unless you give me the full discount.” We were clear in how the program works, and we cannot honor a discount you do not qualify for. We wish you well in your shopping and hope you find a deal that works for you. If you would like to discuss this further, please reach out to our customer relations department.

  Customer response

  09/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   They have responded quickly to my concerns and resolved them in a satisfactory manner.  I appreciate their efforts to resolve the issue.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We dropped off our vehicle a couple of months ago at Volkswagen Clearlake. We have had multiple issues with this service department which you may find on BBB.org under ***************** ****** ***** Headquarters Complaint # ********. Our complaint went unanswered, as the dealership is under the new management of ********************, and we now are encountering additional issues. Our Vehicle was finally finished after 2 months. We proceeded to pick up the vehicle and immediately after leaving, the vehicle was making a horrible whining noise when turning and the sunroof no longer was operational. I returned immediately and left the vehicle with the service department also note that the headliner was full of oil stains from mechanics hands. I received a call from the service tech ****** a week later today to tell me the whining when turning was "mostly" gone and i would have to pay a diagnostic fee to look at the sunroof! I had him reach out to his service manager **** , who then called me and let me know he would diagnose it for free but, if something "serious" is wrong like an engine in the frame he wouldn't be able to cover it. Please be advised my vehicle had extensive TDI warranty repairs done including removing and replacing of the engine, and transmission, which if done incorrectly could malfunction any part of a vehicle which is electronic. Now taking into account the vehicle was not properly examined before leaving i think the work done might have been mediocre at best. So my thoughts are more things will be coming up that have been touched during the repair process. I will be happy to email you previous complaint for your information so you have a better idea of my perspective and the other issues I have experienced .

  Business response

  02/11/2023

  To whom it my concern, the store and business in question is our ************* Store in *****, the Manager to speak with who runs that location is ***************************. He can be reached @ ************** or by email ************************* Being that they are an individual point and in a different state it would be difficult for our store (in ****) to help in any way but if there is something I can do please feel free to have them reach out to me @ ************. 

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The $3,000+ warranty they offer is completely useless and provides zero protection for the consumer. Their "Certified Pre-Owned Vehicle Inspection" also seems extremely deceptive to consumers. I inquired about some grinding noises the vehicle I purchased made whilst on a test drive. I was assured that they will have someone inspect the vehicle and any mechanical concerns will be fixed before purchase. I also purchased the 36 month/36,000 mile warranty to help shore up any unexpected maintenance costs.However their "inspection" failed to catch the driver side brake caliper was seized. That seized caliper has caused further damage to my vehicle. To which they informed me that the (very expensive) warranty I purchased is not applicable and I will have to foot the **** for their negligence.

  Business response

  06/07/2022

  We are sorry you are currently dealing with this. We would like to find a resolution for you on this please reach out to our Customer Relations Manager @ ************ his name is *****. Braking systems are generally considered wear items by any warranty whether that be factory or after market. In the inspection process we would have recorded the brake pads and rotor life left as well as many other items on a certified car. That being said if we missed something we will gladly do whatever we can to help. Looks like this deal is about a year old, so hopefully we have had the car in for other services that maybe we identified the issue. We look forward to hearing from you. 

• Initial Complaint

  06/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I traded a truck for a new used car at Southtown Volkswagen in *************. Left with the new used car. Shortly after I started school and got a new part time job to accommodate my new schedule. Two weeks after the purchase of the new used car they called to tell me the financing didnt Go through. **** law states they must notify me within 7 days if the financing didnt go through. They also cannot sell my trade in before that. They no longer have my truck and have repossessed the car I purchased. I now have no transportation to work or school and the finance manager bullied harassed and bombarded me with threatening texts and voicemails.

  Business response

  06/06/2022

  We feel bad that the funding of the loan fell through, the lender was not excited about the change of employment during funding of the loan. They tried multiple ways and times to get the new employment information which was not supplied to them resulting in them rescinding the loan. We did also inform the customer of this, and we were met with a certain level of hostility when trying to secure new parameters for the loan. We gave him multiple options to find a resolution and are currently working with him to do one of those. We always recommend while in a funding period in a loan to always give the lender the information they need and not to change employment, or it could result in something like this. As far as the threatening texts, we have a multitude of these where the client was threating harm to the dealership and its employees which we will never tolerate. We hope to find a swift resolution and have acted in accordance with all laws and regulations we understand this is of course embarrassing for the client and wish him well in his future endeavors. 

• Initial Complaint

  06/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dealership scammed us and told us we had to get a interior warranty, I have called both VW Credit and Portfolio and they both said we can get this warranty canceled. We have called the dealership multiple times and we keep getting the run around. The contract clearly states that the warranty is optional and is not needed. We have bought 3 cars from this dealership now and cannot believe the level of ungratefulness and lack of ethics. We want to cancel the warranty and get our money back.

  Business response

  06/17/2021

  Mr. *******,

   

  I'm sorry you are dealing with this at the moment, generally speaking the fabric protection is a non-cancelable item, so what you are being told is somewhat inaccurate, because it is an applied product not a optional warranty. It' s a lot like "tint, or accessories" if you change your mind on wheels and tires after buying them they are not a cancelable or refundable item. Another issue we are facing is that we don't have a deal under your name, we do have a few "*******" deals that I'm sure you are associated with, however based on you not being on the one I'm sure you are writing about we would need the person on the deal to reach out to us rather than you. Please feel free to contact Mike C*****, the finance manager you worked with supervisor. Thank you for brining this to our attention and we are sorry for the miscommunication.

   

   

  Customer response

  06/18/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  What you are saying would make since if the product was applied, but it has not. We have not received the service, this is why Portfolio said it is refundable. I will not be calling anyone, I’ll I get is the run around my managers manager will call you is all I have heard. The deal is under my wife ****** *******, if you can’t talk to me then I will just open another complaint under her name, no problem. If I have to I will get something in writing from Portfolio showing that it can be canceled, I have spoken to several supervisors. I have even spoken to current employees there that have said it can be canceled as lon as the service hasn’t been provided or applied. 

   

  Sincerely,
  
  ***** *******

  Business response

  06/29/2021

  Once again, your wife will have to contact us, as you are not on the loan as previously stated. If she does, and she calls, and she verifies we can have further conversation. If not we are unable to discuss or alter anything on HER loan. 

*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. ↩