Complaints

• Initial Complaint

  09/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 10, 2024, I took my 2019 VW Golf to VW of Bakersfield for 20,000-mile servicing and an inspection of the air conditioner. On September 6th, I hand-washed my car and noticed a small protrusion in the hood. After closer inspection, it appeared someone had left something on the engine and shut the hood. On September 6th, I spoke with someone who took a message and said someone would call me back. I didn't hear from anyone. I called again on September 13th, and the service supervisor I spoke with said there was nothing he could do because over a month had passed, and he could not view video recordings. He said he could recommend a body shop. I told him I was very disappointed because I was the only driver of my car, and no one had looked under the hood of my car, and whatever was on the engine could still be there. He said there was nothing he could do. I told him I would file a complaint against ** and hung up my phone.

  Business response

  10/11/2024

  The client brought their car in for ****** mile service 
  on July 10 2024.
  The client then calls back 58 days later and states we damage on the hood of their car
  
  if we had damaged the hood on their vehicle they would have noticed it within a day or two at most
  NOT 58 days later.  
  
  if client would have called back in 1-3 days we would have addressed this concern
  
  the client did not call for 58 days , if we damaged the hood, they would have noticed the 
  damaged long before 58 days
  
  
  ***** *****
  Fixed Operations Director

  Customer response

  10/11/2024

   I am rejecting this response because:  I didn't notice the inverse dent.  My car is a shiny silver and in the sun it is hard to see.  The size of the damage is small.  It is clear someone, VW mechanic, left a tool on the engine and closed the hood.  As I said previously, I had no reason to look under my hood and I am the sole driver of my car.

  Also, I called 2 weeks before I was finally able to speak with someone.  Therefore, it was not 58 days it was 44. 

  Did anyone at VW ASK the mechanic who worked on my car if he or she cause the damage?  If not, why not?

  Please, just fix the damage caused by the ** service department.

  
  

• Initial Complaint

  12/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I bought my VW Tiguan about one year ago. It had it's first flat tire. When I tried to change my tire, the car was missing it's tire key lock. The key lock never came with the car. I went to VW to request one - but they made me buy one for $64.90. Having no other options, I had to purchase it to replace my tire.The tire key lock should have been with the car on purchase. Requesting refund of $64.90.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We had service done here on our 2013 passat under VW of Americas TDI exhaust warranty. While doing this work they found a coolant leak. They said it would take several days to get a part so we said note it and we will have it done when we get home. We picked up the car and were promised paperwork by the end of the day, its been two weeks and the service manager keeps dodging our calls by making us leave voice messages but never calls back. They texted some illegible paperwork today and said their document scanner is down but this has been going on since the 7th of october. We never even got to sign for the work that was done. When we ask who do we complain to about the issues they say ******** which is who weve been talking to. Its beyond frustrating because we live 900 miles away and cant exactly go get the paperwork (they're aware of this)

*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. ↩