ComplaintsforUniversity Volkswagen

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: 2008 GTI white I took in my car for service w/check engine alert. Service needed, included an engine flush. Paid $3,186.24 on July 22, 2023. However, when I picked up the car, before leaving their lot, the check engine light was still on. Tech reset, removed the alert, said this was normal after a flush. Within a day, the light returns with a new rattling sound. When I took it back in, they determined that a carbon piece inadvertently had entered during the engine flush. They initially wanted to charge me another $3,186.24 a mere week apart from initial service. I did not agree, but in good faith, I discussed paying only a percentage of the full cost to remedy their mistake from first engine flush. That was almost three months ago, specifically, July 26, 2023. Aug 2, 9:19 am: text from technician with an update indicating some kind of leak.Aug 3, 3:37 pm: text from technician indicating completion of service and cost, with discount.Aug 22, 3:58 pm: text TO technician asking for timeline and update. Aug 22, 3:59 pm: text from technician indicating no progress on repair/service.Aug 30, 4:20pm text TO technician to ask for timeline and completion date. Also indicated not needing a loaner.Aug 30, 4:24pm: text from technician indicating had been out sick and that he had just got the cylinder head back from machine shop and "it should be done next week".Sep 8, 5:17pm: text TO technician "please update me on the status of my vehicle"Sep 8, 5:19pm: text from technician "focusing on final checks and anything else needed. Finally back on right track....Hopefully by Thursday we'll see the finish line."Sept 19, 11:28am TO technician, "please update me on my 2008 GTI. I was told 2 weeks ago it was almost ready?"In between these texts, they performed 2 return calls or sent my calls to tech's voicemail. WHEN DO I consider this a THEFT of my vehicle? What are my rights in this situation. Today's date is Oct 6, 2023. Ten weeks and two days since July 26, 2023.

  Business response

  10/09/2023

  We are fully aware of all concerns listed. There simply is no excuse for the poor and lacking communication by our staff, we have taken corrective actions to avoid this from happening in the future. We can only hope that ************************** will accept our apology for the poor communication.

  Our Volkswagen Service Manager has taken responsibility and has made himself the primary point of contact.

  ************************** has 2008 VW GTI with approximately ******* miles. ************** this car requires multiple repairs as one thing leads to other issues. We believe we have remedied the primary concerns and we are very close to completing repairs so the vehicle can be picked up.

  Our Service Manager will continue to be the primary point of contact and will make sure to keep ********************** informed frequently until the vehicle is picked up.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 28th, I brought my 2019 Volkswagen e-golf to this dealership for regular maintenance. When I went to pick up the car it was damaged (paint chips and dents). They agree that there were no visible damages to the car when I brought it in. They are however unwilling to repair the damages as they believe that it was not caused by them - even if it occurs on their lot they believe that they are not responsible for damages not caused by them.Additionally, the car was not properly maintained. The check engine light was still on, the tire pressure light was still on, and they did not check the battery, which is part of the standard maintenance of the vehicle (***********************************************************).

  Business response

  12/09/2022

  Mr. ** Wing came in for service at University VW on September 28th 2022 at 10:17am. This was the only visit that this car has ever been at our dealership.  His ****** was checked in and over 27 photos were taken during this process.  A full walk around and review of the vehicles mileage and condition were recorded. Mr. ** Wings vehicle was wet, dirty and contained many rock chips on check in. We keep an electronic file and have the photos available as needed. The photos on file and our multiple inspections fully verify that any and all damage that Mr. ** Wing claims we caused at our dealership were pre-existing prior to the car ever being at our dealership.

  
  A 20,000-mile service, shift cover recall, Tire Pressure Monitoring System light diagnosis and a multipoint inspection were requested.  Mr. ** Wing also accepted our complimentary Lyft ride both ways.
  The vehicle was driven into the shop directly from the service drive. The service, recall and inspection were performed. Tire pressures were found to all be below specification, no leaks found, and tires set to spec and the light was reset. The vehicle was driven around the block.No more than a mile.  Mileage was recorded and confirmed on repair order. This is another clearly documented aspect that supports the fact that all the damage was pre-existing. The vehicle was washed and vacuumed and parked in the Volkswagen customer parking lot until pickup. 

   All of Mr.** Wings rock chip concerns were verified in the check in photos as pre-existing prior to the car arriving at our dealership.

  After reaching out to Mr. ** Wing and apologizing for a tire and service lights being on.  We explained that no rotation was performed as described in the work order due to tread depth, and tires were inspected and set to specifications.  We let him know that we would be happy to recheck our work and reset any lights that *** have been missed or didnt reset properly. Mr. ** Wing has never contacted us or returned back to our dealership
  

   

  Customer response

  12/16/2022

   
  Complaint: 18538748
  
  I am rejecting this response because:

  I contest the fact that my vehicle was dirty, I had just brought it in the car wash recently. You may also see the pictures and realize that it was not dirty. Additionally, the staff at the dealership agreed that the damages were not there when I brought in my vehicle. I am appalled at the fact that the excuses are changing every single time. I would like to see the photo on file that shows that the damage was there when I had brought in the vehicle.

   

  The ****** mile service includes checking the ** battery which was not performed. Please see the attached email response from ********;********** and the highlighted section.

  
  
  Sincerely,
  
  ********************* On Wing

  Business response

  01/06/2023

  The photos provided by the consumer further support our position. He states that the vehicle was clean when he arrived but his own photo and our photos both show that the car was very dirty, just zoom in on the photo!! The pre-exiting scratches are all over this car. We have never stated that we caused this pre-existing damage because it is obvious it was all there before the vehicle came to the dealership. There is significant evidence including the photos in this complaint that fully support our position that all of this was pre-existing damage. We very thoroughly completed this very basic and short service visit including documenting we completed the service which includes us checking the battery. This is an invalid complaint attempting to get our business to pay for pre-existing damage that we have nothing to do with. Tell us why here...

  Customer response

  01/09/2023

  Hi,

   

  We reject the response from University Volkswagen, and are quite disappointed by their accusation. This seems quite unprofessional. The company's representatives did in fact mention that the damage was only there after I picked up the car. (I ask that the company provide the video of me talking to the representatives when I went to pick up the car)

   

  There are no scratches "All over" on the hood as they claim. We can bring the car in to show that the only damage being seen is the damage I show in the after pictures.

   

  I would also like to request the company to show exactly in the image where they see all the "scratches".

   

  Finally, the company has not responded to the fact that they did not check the battery as it is required as part of the standard maintenance.

   

  I request that we bring this matter through mediation.

   

  Thank you.

  ********

  Business response

  01/18/2023

  We are more than willing to mediate and will provide proof that his claim is not at all valid and his multiple ********** chips were pre-existing prior to car ever being here. We also will provide proof that we completed all the required services.

  Customer response

  01/31/2023

  [A default letter is provided here which indicates your acceptance of Mediation. 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 Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ___X_Mon. __X__Tue. ___X_Wed _X___ Thurs. __X__ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning ____Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

  ********************* On Wing

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase my vehicle December 31, 2020 at Auburn Volkswagen in ******, **. I have consistantly taken my car in for its oil changes every ****** miles as requested. On October 14, 2022 at 9:35am I took my car in for its oil change. On this exact day volkswagen serviced my vehicle for a oil change, a wheel alignment, and looked at my window switch for my driver side window. Volkswagen claimed to have checked and top off all fluids in my engine compartment and claimed to have perform a safety inspection on my vehicle. Within 30 days i was back at volkswagen service getting my car serviced again because my engine check light came on and my vehicle started shaking and vibrating. I immediately brought my car back into volkwagen to see what was the problem after i received my oil change. I was told by volkswagen that my car was backfiring and that they need to replace the coil which i was told that they did. A few days later after picking up my vehicle from volkswagen it started randomly smoking and driving really funny. I then realized that there was oil on the ground. So i brought my vehicle back to volkwagen at **************************************************************************************** once again and found out that my transmission was leaking oil and that it was very low. So fluids had not been checked or topped off as they said. They also have replaced things and that i did not ask to be replaced and put parts on my service record that i have not had to this day installed in my vehicle.

  Business response

  12/07/2022

  We have been working directly with MoShanae Hill and her service contract company to get her transmission concern resolved. All of the previous service work that was completed at our dealership was unrelated to her current transmission failure.

   

  We are hopeful that the service contract company will assist her with the needed repairs.Tell us why here...

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