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:02/07/2025

  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.

  I brought my VW ID4 into the dealership for conduct service required for recalls as well as a rattling that has been constant in the passenger door. I dopped off my car on January 3rd. On January 21st I received a call where they stated that they "believe they have addressed all the issues" and asked to take my car for a extended test drive around 30 miles. I initially hesitated since non of the recalls or repairs to the door would require a test drive but ended up saying that it was fine. I stated that the issue on the door and Camera usually dos not come back until a few days later. He asked if they could keep the car until Thursday then to which I replied something along the line of I don't care since they gave me a loaner car. That following Sunday I received notification that my car door was unlocked. When opening my app I noticed that my vehicle was at a residence and not the dealership, later that day it was at a grocery store and then back at the residence. At that point I contacted police. Later my vehicle was at a Mall and a woman was observed entering my car with a man. The police department went to the residence when my car was back there, and I was informed that he was a service tech at the dealership. During the time my vehicle was in his procession over 200 miles were put on my car. I did not agree for my car to be at a worker's residence over the weekend nor for the tech to drive other people around in my car. The service manager dismissed my concerns and advised that this is not normal but practice but will happen at times. When I asked for compensation for the mileage and for my vehicle to get detailed since it also had a funky smell now it was denied and the service manager advised me that they went above and beyond to fix my vehicle (which is under warranty so they are required too) and advised me that they will no longer service my vehicle there. In addition, the noise in the door is back as well so the issue was not fixed.

  Business Response

  Date: 02/22/2025

  We have already addressed this multiple times with VW of America Corporate and through multiple ************ sites. I have no choice at this point but to consider this harassment. We've already informed ****** ***** that she is not allowed on our property. We will be contacting our Attorney and I will inform her now by forward this message to her personally. I understand the Better Business Bureau will as well and I understand that this will be public record.

  ****** Greenway
  Chief Operating Officer
  T: ************* | F: *************
  *****************************************************************************************************
  ********************************
  ************************;| Alexandria, VA 22305

  Forwarding Previous Messages to VW of America Coprorate:

  Our top priority is ensuring that every vehicle we service is safe, reliable, and fully operational for our customers. In certain situations, extended test drives are necessary to accurately diagnose and resolve intermittent concerns.
  In this particular case, the customer's vehicle exhibited an issue every two to three days during regular driving conditions. To effectively replicate and address the concern, our technician followed a similar driving pattern. This approach allowed us to identify and confirm a rattle noise that had not been fully resolved, enabling us to take further corrective action.
  While extended test drives are not a common practice, there are instances where they are essential to delivering a thorough and accurate repair. These test drives are performed at no cost to the customer or ********************, as there is no standardized way to bill for them.
  We understand the importance of clear communication in these situations. To enhance transparency and ensure our customers are fully informed, we have collaborated with our service advisors to implement a new policy that better outlines the process for extended test drives.
  Our commitment remains to provide the highest level of service while prioritizing the safety and satisfaction of our customers.

  ****** *****
  ????? 2 weeks ago
  I feel compelled to warn others about my frustrating experience with this service department. I've brought my vehicle in four times to fix a persistent rattling noise in the door, only for the issue to remain unresolved. To make matters worse, I was recently informed that they will no longer service my car at all, which is deeply disappointing. But that's not even the worst part. During the last service appointment, my vehicle was taken home by a service technician for the weekend. It was used as his personal loaner, and not only did he run errands (including going to a grocery store), but he also took a female companion out. Over 200 miles were added to my car during that time. This kind of personal use of a customers vehicle is unacceptable in my opinion. When I tried to address this situation with the service department, the manager's response was dismissive. He told me they had gone "above and beyond" to fix the issue, which clearly was not the case. He also admitted that, on occasion, he takes vehicles home himself to "ensure service is done," despite living over 60 miles away. This lack of respect for customers property and time is outrageous. If you're considering bringing your vehicle here for service, be aware that you may face excessive mileage being put on your car, no compensation or cleaning provided, and your concerns might not be taken seriously. I strongly advise against using this service department unless you're okay with these kinds of issues. Proceed with caution.

  Forwarding Previous Messages to ************:
  (owner)
  2 weeks ago
  Thank you for taking the time to share your feedback. We truly value all customer input, as it helps us identify areas where we can improve our service. I understand your frustration regarding your recent experiences, and I appreciate the opportunity to respond to your concerns directly.
  
  Regarding the intermittent concern with your rear camera going blank, I acknowledge how inconvenient and frustrating this issue can be. Intermittent problems can be challenging to diagnose, as they do not always present consistently during inspections. However, I want to assure you that our team made every effort to identify and resolve the issue during your visits.
  
  Concerning the extended test drive, Id like to clarify the circumstances. After performing repairs, we conducted several road tests to verify the effectiveness of our work. Due to the intermittent nature of your concern, we reached out to you for consent to perform an extended test drive, which you provided. Our shop ******* volunteered to assist with this, leaving his personal vehicle at the dealership. During the drive, he made brief personal stops, including picking up his mother and visiting a grocery store. While this is not standard practice, we believed it was necessary to simulate normal driving conditions to identify any recurring issues.
  
  I sincerely apologize if the purpose of this extended test drive was not clearly communicated. When we met in person, I shared the recorded call where you granted consent, stating, yes to the extended test drive and adding, do whatever you feel is necessary because you gave me a loaner car.
  
  I also understand your disappointment with our decision to discontinue service on your vehicle. This decision was made after careful consideration, as we believe it is in the best interest of both parties. Were aware that you visited another dealership on January 21st after picking up your vehicle from us, where you had general maintenance performed. Perhaps this dealership is closer to you and can provide more convenient service moving forward. Please be assured that your Volkswagen warranty remains valid at any authorized Volkswagen dealership across *****************, where you can continue to receive service.
  
  Our goal is always to provide exceptional service and ensure customer satisfaction. I regret that we fell short of your expectations in this instance and appreciate your feedback, which helps us reflect on how we can improve.

• Initial Complaint

  Date:07/29/2024

  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.

  Transaction Date: June 8th 2024 Purchase price:$25k I recently purchased a 21 Volkswagen Tiguan. The vehicle was sold to me with a broken, rear view mirror. YES the mirrored used while driving. I was given a temporary and told the SERVICE team will take care of this. I received a call from *******************, on June 17th, he had not yet order the part and requested pictures. I sent the pictures and also detailed other service issues: Shaking in the vehicle steering at speeds of over 60mph, my brakes were very squeaky, and also some hair line cracks in the vehicle windshield. To my surprise when I received a call from **** mid July I shocked to hear the email slipped by him and he had not yet ordered the part. NOR had he reviewed the additional concerns. At this time I still have all the issues above and also I DONT HAVE MY HARD TAGS I had to go to the dealership on Friday July 26th, as I received no follow up. Of course before 5pm **** had already left for the day. I was left to sit in reception area for 20mins. I approached *****************, NEW CAR SALES MANAGER. He threatened to call the police on ME. I am a black woman in a southern state, he very much knew what weaponizing the police would mean for someone that looks like.

  Business Response

  Date: 08/11/2024

  I will assume this complaint was submitted prior to our resolution. For her convenience we sent staff members to pick up her vehicle and we performed a "Recertification" along with additional requested repairs at no charge. The details of the worked performed is attached and the vehicle meets state and CPO requirements. We then sent the vehicle back to the customer again for her convenience. Our business is concluded and the customer will use her local VW dealer for any future services needed. We now consider this complaint resolved, and closed.

• Initial Complaint

  Date:06/08/2024

  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.

  On April 25th, 2024 I brought my car for service at the Alexandria Volkswagen where they diagnosed my car and replaced the fuel pump which cost about $2000. When I paid I recieved a complimentary inspection which stated all parts of my car were in good/green condition, including the fuel pump which was disintegrating under the hood. The check engine light was turned off and I was given no indication my vehicle was unsafe to drive. Two weeks later on May 15 my car died while driving on a highway because of a failure of the fuel pump they supposedly replaced. They misdiagnosed the car and replaced the wrong fuel pump, and acknowldged the mistake. They offered a $3,000 turn in value for my car and a refund of the work they did if I bought or leased a new car at that service provider to rectify the mistake. When I went to purchase a vehicle they revoked the credit and said my car was now only worth $100 and the previous value was only if I leased a car, and if I did not lease there would be no credit refund for the work I paid for that was a mistake. There was no indication or warning the value of my car was only $1000 if I would lease, and would only be $100 if I bought a car until we were in process of purchasing. The value of my car trade in should not change based on buying or leasing a car, nor should the refund they offered only be acceptable if I leased instead of bought. Since they told us they would not honor the original offer the dealership has not answered or returned any of the numerous phone calls we have made or attempts to contact the manager, service department, or sales representatives. and my car is still at the dealership, unable to be moved.

  Business Response

  Date: 06/10/2024

  The first time this vehicle came to Alexandria Volkswagen was on April 26 2024. The vehicle was presented with several codes. We diagnosed the vehicle as having no fuel pressure due to an internally failed fuel transfer pump (in Tank) and a fuel temperature sensor. The owner declined the fuel temperature sensor but proceeded with the fuel transfer pump replacement. After installation of the fuel pump the vehicle had fuel pressure and ran, the owner picked up his vehicle. The vehicle returned to us on May 16th, 2024. Upon inspection we found metal shavings in the fuel system now clogging the injectors and the hi pressure pump. Unfortunately, at this point you need to replace the rest of the fuel system.
  Our sales department had offered him $2700 in trade in assistance on leasing a 2024 Jetta. He agreed and then called back and spoke to the used car manager and wanted to switch to a used vehicle. The deal cannot be structured the exact same way, and the customer was informed of that. We still offer the same deal on the 2024 Jetta, with the $2700 in trade in allowance. The vehicle was repaired correctly in April 2024, unfortunately there are other things that need attention to get the vehicle running again. The vehicle has the correct fuel pump in it and the incorrect fuel pump was never ordered or installed in the Vehicle.
  

• Initial Complaint

  Date:01/12/2024

  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 am writing to file a formal complaint regarding the purchase of a 2019 **** **** from Wes Greenway's Alexandria ********** on Wednesday 11/29/2023. Multiple issues should not have passed Virginia Vehicle Safety Inspection standards such as brakes, Wipers, and the passenger headlight having water in it. Previous to purchasing the vehicle I was assured by my salesperson *********************** that the low tire was due to the cold weather and that the breaks were pulsating and squeaky due to the rain. I was assured that it would be brought through service again before picking the vehicle up. Furthermore, the service light was on as well as the washerfluid light. I picked up the vehicle and took delivery on Friday 12/1/2023 at around 7 pm. The **** was in the same condition as when I purchased it on Wednesday 11/29/2023 All of the lights were still on and the tire was flat. I was told by another salesperson that ***** was on leave and he was going to get air in the tire and I would have to come back to get the lights cleared. I drove home and the tire went completely flat. I had to get the valve stem, wheel and tire reseated in the bead properly the following day at a local tire shop. The dealership refused responsibility for the tire/ rim, brakes, and headlight, saying that I purchased it "AS IS". With persistent follow up I was told by ************************* the Sales manager that I would receive a $300 check in the mail for my troubles. This did not cover the repairs needed. Additionally, the dealership failed to process my tag and title paperwork, within the mandated 30 days of purchase, causing considerable inconvenience. VA CODE 46.2-1542 When I followed up regarding the status of my tag and title, I was told by the tag and title clerk that they have not received the title for the vehicle from the auction. They sold me the vehicle without having the title in their possession and still did not have the title in their possession after 30 days of selling the vehicle. Despite my follow-up call on January 9, 2024, 41 days post-purchase, I was only then informed that the dealership had just received the title. However, they are unable to proceed with the title transfer due to not having a lien release from the previous owners bank. Furthermore, the dealership could not provide an estimated resolution timeline, leaving me uncertain about my vehicles documentation status. I have tried to settle this multiple times and tried returning the vehicle as well on 1/10/2024 and the dealership refused fault and refused to let me return the vehicle.

  Business Response

  Date: 01/15/2024

  We are in communication with VW Credit and are on stand by for the title. There is nothing we can do as a dealership to speed up this process. Our resolution is to continue to reissue temporary tags until we are able to process the permanent plates so the customer can use the vehicle uninterrupted. We will absolutely not allow return of vehicle or refund. There is an active loan and the customer signed and took delivery of the vehicle back on 11/29/23.

  ****** Greenway
  Chief Operating Officer
  T: ************* | F: *************
  E: *****************************************************************
  www.alexandriavw.com
  ***************************************;| Alexandria, VA 22305

  Customer Answer

  Date: 01/18/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The dealer's actions, or lack thereof, in this case, are not merely a contractual or monetary dispute but a clear violation of state law governing the conduct and obligations of licensed vehicle dealers considering the legal implications of VA CODE 46.2-1542.
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/01/2024

  FYI, about an hour ago customer ******* ****** was in our showroom and we granted return of the vehicle as of today. We now consider the matter closed and resolved.

  Wesley Greenway
  

  Chief Operating Officer
  T: ###-###-#### | F: ###-###-####
  E: **************@greenwayautomotive.com
  www.alexandriavw.com
  107 West Glebe Road | Alexandria, VA 22305

• Initial Complaint

  Date:08/15/2023

  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.

  On August 2nd, 2022, I bought a 2013 ** ***** ***. At the time of purchase, there was an extended warranty in place covering the ***'s suite of diesel and emissions related problems. At the time of purchase, there was about a year left on both Virginia safety and smog emissions inspections. I purchased the car from a salesman named ******, only after verifying that the car HAD received the EPA-mandated modifications, I wouldn't have purchased it without it. I drive the car approximately 15 miles a day, to and from work. Fast forward to this morning- when I took the car in for a smog inspection in accordance with Virginia law. The vehicle failed that smog inspection, and threw OBD codes for Exhaust Gas Re-circulation Flow and Particulate Trap Efficiency Issues- issues mentioned in the *** ********** literature here: **********************************************************************************************. I drove the car from the inspection station to the ** dealership where I bought the car. I asked the service counter if the extended warranty was still active, and he said it expired in April of this year. I find it highly suspect this business sold me a car that had been in their service center, managed to sell it "under extended warranty" but that ran out right before the inspection was due. The rough estimate for these repairs reached $7,000 US dollars. I called ** NA, and they told me there was nothing they could do, didn't even consider extending the warranty for me. Told me to ask the dealership if they "had any coupons." This business and its salesman knowingly and willfully sold me a car that was destined to come back into their shop for thousands of dollars worth of repairs. I believe they knew the car had issues, knew it would fail inspection, and knew that when it failed inspection, the warranty will have "just expired." Why should I, as the consumer, have to pay for a poorly-executed, EPA-mandated repair? 

  Business Response

  Date: 09/05/2023

  This vehicle was purchased from us 08/02/2022. Going over the history of the vehicle (previous owner) the described complaint has never been a problem. I have attached a copy of the vehicle **** sheet, all the warranties and warranty extensions have expired. The *** extended warranties have expired by time and/or mileage, also have attached the buyers guide that shows that the vehicles was sold "As-Is". The current owner acknowledged this and signed it on 08/02/2022 and a copy was given to him at the time of of purchase.  

  From the time of purchase we have not seen this vehicle or diagnosed any concerns. Reading what the owner has stated it sound like he is not driving the vehicle enough and is having a soot build-up. The best remedy for this is to take the vehicle on a drive and allow the vehicle to go into regeneration mode and clean itself out before making any unnecessary repairs.

  If there is anything else I can do please reach out to me. 

• Initial Complaint

  Date:03/29/2023

  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.

  1 Mar 23, I showed up to purchase a car with my approved car loan from my bank **** at 5.50%apr. After I selected the car—I was brought into the finance office only to be told that they only use two banks at 7.88%apr and that **** wouldn’t finance a car that’s branded. Went home that night called **** and they assured me that the will and has finance cars that has even been salvaged. As long as the repairs are done and it works. The next day I went and explained that I’ll be using my bank as I originally tried to. I then email the finance officer my banks car loan request form—which covers the car details and amount of car. The finance office completed the form and sent it over to ****. Three days later 8 Mar 23 a check showed up from **** on my behalf. Friday the 10th of Mar/evening time I showed up to collect the car, was told you cannot have it, the said they hadn’t cash the check because they were uncertain—I mentioned to proceed and I was told the check would go in straight away. 15 Mar 23, I show up again to collect the car and was told the check still hadn’t cleared. I was told to come collect it. Which was a lie, after I left out very frustrated I called **** and the said the check cleared. At the point I knew they were holding the vehicle for some other reason—I ask for my money back and canc deal. They currently have my Funds of 35,881.33 from the check my bank sent and my down payment of 1250.00. I’ve called left msgs with no answer. I’m requesting all my funds be returned. I’ve never taking possession of the car. Today is the 22nd of May and no one has call to make it right and there’s no return of funds. I think they were upset because I didn’t use there bank on a vw buy back car. A nightmare very very frustrated with the runaround and talked to about 4/5 people with different stories of the car maintenance items. I need help!!

  Business Response

  Date: 04/01/2023

  The complaint items has been addressed and the customer has taken possession on the vehicle. This was all completed between the time of the BBB submission and today.

  ****** ********
  Chief Operating Officer
  T: ************* | F: *************
  E: *****************************************************************
  ****************.com
  107 West Glebe Road | Alexandria, VA 22305
  

• Initial Complaint

  Date:10/06/2022

  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.

  We own 2012 ** *****. On 4/12/22 brought to Alexandria VW Servicing Center with engine leak. They stated issue is gasket in brake vaccum pump and charged $1500 to replace a gasket (************************). on 9/26/22 went in for emissions test, test failed due to brake vaccum pump leaking. On 10/5/22 brought car back to ********** ** and stated their warranty should cover repair as leak was not fixed properly. They said warranty only covers the gasket and not the pump and want additional $2600 to fix the leak (****************). I would like them to fix or replace the pump properly at no additional cost.

  Business Response

  Date: 10/10/2022

  I have attached the email chain that me and you had the other day. Like I said there is no fluid that flow through the vacuum pump. I would like to inspect the repair to see if we have a leak or is it just residual oil from the repaired leaking gasket. This would be the first step in this process. If the gasket leaks then we would replace it and no charge, if for some reason the pump had a leak then I would only charge you for the part.