Complaints

This profile includes complaints for Volkswagen Group of America, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Volkswagen Group of America, Inc

  2200 Ferdinand Porsche Dr Herndon, VA 20171-6243

• 

  Volkswagen Group of America, Inc

  2260 Woodland Pointe Avenue Herndon, VA 20171

• 

  Volkswagen Group of America, Inc

  93 Burning Bush Trl Crystal Lake, IL 60012-3618

• 

  Volkswagen Group of America, Inc

  3499 W Hamlin Rd Customer Care Rochester Hills, MI 48309-3240

• 

  Volkswagen Group of America, Inc

  7351 Volkswagen Dr Chattanooga, TN 37416-1756

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:02/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2022 Taos May 2023 Ive had to put the truck into the shop for repairs 6 times since I bought the vehicle. The truck is still having issues. Volkswagen states my truck doesnt qualify for buy back due to the vehicle not being in service shop long enough

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased a 2023 VW Jetta GLI in October 2023. It was involved in a minor hit and run accident which had damage. I brought my car to a repair shop close to my home. They immediately ordered the part needed. The part has been placed on back order indefinitely. I have used my dealership to assist me in finding the part. They cannot. I contacted the customer care email service. They have not responded to my request with any useful information. In addition, I filed a posting on ********* VW directed me to an agent, who was absolutely no help and inflexible. How can I get my car back without the part that is needed? My car insurance only covered the rental of a vehicle for 30 days. I am paying for my rental car and my car payment. I have asked VW to order the part specifically from the factory, since no one has one in *******. My dealership looked on Friday, February 16, 2024 and only found 1 in ******, **. That VW dealership was using it for a customer repair. I need this part number: ****************** for my vehicle VIN *****************. I have been waiting for months now. I cannot afford a rental car and a car payment. Where is a bumper for my car in the world? This is a crazy question, but maybe my car should be considered a lemon, since I have no way to get it to be the way it was. Please help me.

  Business Response

  Date: 02/26/2024

  We have escalated the consumers request for their part and the consumers is working with the ** Care team on the part.  If the consumer would like additional compensation please have them submit a request to the following: 

  Please use the following email address and label the attachments accordingly: (**********************************).
  
  Additionally, please be prepared to provide us with the below information if requested. If you like, you can provide this information with the above submission.
  
  Copy of payment history and interest to date on the loan account (on bank letterhead)
  Copy of the purchase/lease agreement for the vehicle
  Copy of the current vehicle registration
  Copy of the drivers license of each registered owner

  Customer Answer

  Date: 03/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. It has been very difficult to make a car payment and also pay for a rental car. My rental car has gone way beyond the 30 days allowed with ********************* My car payment is over $600.00. My rental car is also about $45.00 every day.

  I have sent the email for compensation.

  
  Regards,
  
  *************************
  

  
  

  Customer Answer

  Date: 03/15/2024

  Good Evening
  
  
  I am providing an update. I have tried to order this part on two occasions. I was unsucessful on both attempts, which you can see in the attachments provided.
  
  I have also included my rental car bill. I no longer have rental car coverage from State Farm. I am paying for this vehicle and my 2023 Jetta out of pocket which has been at Gerber Collision and Repairs in *******, **. I dropped it off there before Christmas on December 18, 2023. Is there anyone there who can help me get my part? I also feel like I should be given a replacement new car or a loaner from the dealership in ******* where I purchased the vehicle. I feel that I have been patient for 3 months now. 
  
  Thank you
  
  
  *************************
  
  

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Many issues with new vw vehicle. This vehicle is not safe and there is no prompt resolution.

  Business Response

  Date: 03/01/2024

  We are currently in the process of reviewing the customer's request for a buyback. 

  Regards, 

  Customer Resolution **********************

  ********************, Inc.

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To begin my wife and purchased a 2019 Volkswagen atlas from Volkswagen of ********** and had an initial problem with coolant loss 6 months to a year after buying the vehicle.after taking it in to (****** Volkswagen)we were told the problem was fixed..after a couple months my wife had the same issue so we decided to take it to a different dealership (Volkswagen of mandeville) and this problem persisted about 2 or three more times even as we speak.while the vehicle was in the care of Volkswagen mandeville I ask the manager to have a look at another problem where the center console will shake when making a turn from a standstill.the dealerships technician acknowledged there is an issue and I was told a manager would call me to schedule an appointment for my vehicle to be fixed being it was still under warranty and I have not heard anything back.I fear for the safety of my wife and my children because of this issue.

  Customer Answer

  Date: 02/19/2024

  I am filing a complaint to Volkswagen America and not the specific dealership is because I was told by the dealership to do so for the reason they are an independent dealer and not apart of the mother companyand that I shouldnt have to contact this specific dealership an abundance of times to get a matter solved.

• Initial Complaint

  Date:02/18/2024

  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.

  My car has been in the body shop for almost a year now because there is a part with no ETA. VW is refusing to loan me a car even though its their fault the part hasnt been available for months, almost a whole year. They dont care at all that its affecting my life and its mentally exhausting. I told them my job is on the line and VW treats me like im a burden to them. It really frustrates me and also worries me that another person might have to go through it as well. Also, why would they make a car where the parts cannot be accessible to fix for VW owners quickly?They mention they are innovative which is great but when there is a car part that is on backorder for so long with no alternative it only halts and creates more problems. Building a car comes with a huge responsibility that should include after services when human lives are involved. When it comes to human life vs making money and reputation, its debatable what VW is choosing.The dealership already loaned me a car for two months, they can no longer loan me one and my insurance has exhausted the amount of paying for a loaner. I have told VW this multiple times but they ignore me and they keep repeating themselves. They are not listening and I have no transportation, i told them this is now starting to affect my job and a risk of getting fired, still they do not care. I cannot afford a second car. I am paying $600 a month for nothing and i cannot pause my insurance because my car is on a lease.. they have caused negligent infliction of overwhelming mental distress.

  Business Response

  Date: 03/01/2024

  Since this involved a collision, we would not offer to repurchase the vehicle. However, our VW ******** CARE team is currently working with the dealership to try to obtain the needed part.

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since August 2023, the *** in our 2019 VW Tiguan has been inaccurate. It shows you in the vicinity of where you actually but it essentially makes the navigation uesless as it tells you take turns when you are no where near where it says you are. Also, because Apple CarPlay and Android Auto use the vehicles *** system, it renders these systems useless for map apps, too. We contacted our local ** Dealers in **************, Strong VW, and the service manager said the issue a nationwide issue and ** knows about and it working on a fix. Well, it has been months and months and there is no fix in place and VW North America won't even acknowledge that it is still a problem. This is very frustrating as it makes one of the key features of the car useless. ** needs to put a fix for this **** or we are going to reach out to attorneys who work on Class Action lawsuits and see if there already a suit we can join and/or start one on our own. I have been on several ** internet sites and this problem is encountered by several current ** owners across several makes and model years. I'd like to have this fixed ASAP and VW acknowledge this issue.

  Business Response

  Date: 03/01/2024

  We forwarded the customer's complaint to our **************** team to handle. 

• Initial Complaint

  Date:02/13/2024

  Type:Billing 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.

  The Volkswagen ID4 has never gotten the mileage stated during the sale (275 miles/100% charge). It has lost charging ability (from 267 to 200/100% charge) and length of charge (decreases rapidly). There are few charging stations with limited chargers and in most cases at least 2 charges are not function causing long waiting time to charge the vehicle.

  Business Response

  Date: 03/01/2024

  We have looked into this complaint. Battery range can vary for multiple reasons. To date the dealership has not found anything wrong with the customer's vehicle. The customer has been made aware of our position on this matter.

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2022 we purchase a brand new Volkswagen Taos. Since we purchased this vehicle we have had many issues such as low power, suspension, low coolant issue and overall poor quality. Now we have have a major problem that we can not look pass. The low coolant with red triangle notification went on. We took it to our local dealer and they have notified us that the head gasket needs to be replaced. This vehicle only has ****** MILES! They aIso state the parts are on back order and they do not know when the fix will be available. I have made multiple attemps to contact VW North America. I am placed in a holding que for 45 plus minutes.

  Business Response

  Date: 03/01/2024

  We are currently in the process of reviewing the customer's request for a buyback.

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was driving when the car beeped two times, and the battery began to slowly look like it was gonna die. I put the car in park, and when I placed the car in park, the screen said reverse. The gear would no longer engage into any gear position . I could no longer shift anymore and the key became locked in the ignition. Eventually I was able to remove the key, however, the car remained on. During all of this, I was almost hit by a car. If that wasnt bad enough, my car then began to roll backwards as if in neutral, nearly causing a fatal accident. A good samaritan stopped and helped me place the parking break preventing further catastrophe. Ive gone to two transmission mechanics and neither could rectify the issue. The last mechanic mentioned this being related to a recall.The ** dealer I brought it to (as instructed in the recall letter), began telling me they would have to charge me for a diagnostic before they would even take the car! After going back and forth with the manager for an hour, he said they would indeed be reimbursed but then began to give me a hard time over the battery being dead, claiming they wouldnt work on a car with a dead battery. After telling him the batterys death was a direct result of the issue, and asking what he does when a car dies on the car lot, he smirked and said he would take care of both recalls but asked what I expected from him after that? I expect the car to move was the obvious answer. He smirked yet again and thats when it felt he was mocking me. I was notified that one of the two recalls was fixed. And that no work was performed on the recall which is the source of the problem. After nearly losing my life, wasting money on mechanics, and being humiliated at the ** dealer, I am writing this letter in hopes that the issue will be addressed. The receipt I was given from the dealer ship clearly states the refusal to work on my car despite my recall letter. I ask that this issue is rectified and the recall is addressed.

  Business Response

  Date: 03/01/2024

  We have forwarded this complain on to our **************** team for review and response. Should you desire to reach out to them directly, they can be reached at ************. 

  Regards, 

  Consumer Resolution Group

  Volkswagen Group of America, Inc.

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 VW Jetta GLI brand new in May of 2021. During the winter of that year, my driver's side door would not open or close in cold weather. I originally brought it into ******** for them to repair the door. First they replaced a door sensor, then the latch. When the problem continued, I was told that there was nothing more they could do. Despite frequent trips back for the same issue, both in the winter of '21 and '22, the issue is still not resolved and I was told that there was nothing more they could do. When the issue returned again this winter ('23), I took it to ***************************** on 1/12/24 and was again told that there was nothing they could do, but to document the issue in hopes of making a case. I returned today, after experiencing this issue 16 times in less than a month, but again was told that there was nothing they could do. How is it acceptable to tell someone, who is under warranty, that despite having a well documented defect that there is nothing they can do? The solve is to either use a heat gun or water to warm up the part enough so it will latch.Additionally, on this last trip I had a malfunctioning gas tank actuator and two pieces fell off the interior of my trunk. I was told that this was caused by ice and not covered under warranty. The trunk parts were on the inside of the car, ice didn't cause it. The piece on the left fell off from a single tab breaking, which I did not do. The piece on the right was starting to fall off and when I went and checked it upon picking up my car, that piece fell off. Clearly the part failed. Same for the actuator. The parts failed in cold weather in both cases and I'm being told that my warranty doesn't cover this and they wanted to charge me $1400 in repair costs to fix it. The parts failed, failure of parts is covered in my bumper to bumper warranty and VW will not honor that.I've attached the quote they gave me for the gas tank and trunk. I was told they can't do anything about the door.

  Customer Answer

  Date: 02/19/2024

  Manufacturer warranty attached.