Complaints

• Initial Complaint

  09/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Volkwagon ID4 on May 23, 2024 from Smith Volkswagon. On 6/27/2024,I had to return to the dealership because the day prior, I was unable to exit my vehicle for 20 minutes as the car doors would not unlock. My door panel was also falling off. Dealer was unable to find a reason for my doors not unlocking but did not the door panel adhesive was failing and they added new adhesive. I continued to randomly have issues with the door not unlocking and my family being unable to exit the vehicle. I have returned to the service center multiple times, with no resolution or identification of the problem. I have requested wince June for them to take the car back and refund me to no avail. Today, I had to contact the roadside assistance via the help button on the vehicle (which links to Volkswagon) because while driving the doors locked/unlocked randomly and then my drivers side door swung open as I was making a turn. I was told to bring the car to the service center again. There is now a safety recall in which this vehicle cannot be sold in the U.S due to the exact issue I've been having for months. I want to give them this car back and get a refund as it has been determined that this vehicle is so unsafe it cannot be sold, and there is no known fix to the recall issue.

  Business response

  09/23/2024

  These issues need to be addressed with Volkswagen of America.  The customer has been directed to VW customer care corporate offices. 

  Customer response

  09/30/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22318968

   

   

   

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After buying a car at Smith VW in Wilmington, DE, it was declared a total loss a week later. The responsible party's insurance payment to me is being held up by title work that has been collecting dust since I left Smith VW some 2 weeks ago. The premium for this work is a non-negotiable $495 when buying a car at Smith VW. This typically costs $250 and titles are returned within 7-10 days from PennDOT. I have processed hundreds of deals to confidently make that statement having become a licensed car salesperson in PA 30 years ago. When on phone with *****, title Clerk at Smith VW, and after some debate, she ultimately told me that the title for my car was at ******* Auto tags, Kennett Square, PA, the agency they use for out of state title work. I asked again for ***** to confirm because my next call would be to ******* and she again said yes. As it turns out, ******* hasn't seen any title work from Smith VW in over 2 weeks as of the time of today's call(9/10/24). The associate at ******* said quote "if I had title I'd be happy to put it in your hands but it's not here" 2nd call to ***** - as per receptionist: out to lunch 3rd call to ***** - not in her office, left VM 4th call to ***** - on the other line, left VM 5th call I asked for someone, not *****, to talk to about her blatant lie to me. While on hold I received a call from ****, from Smith VW. He explained to me that the title will be at ******* tomorrow. He then proceeded to challenge how I handled the situation and rather than apologize for the blatant lie that his title Clerk ***** told me, he explained how and why this happened. I don't know what that has to do with my situation and why he told me and why I should care. I would prefer to not be lied to and for title work to be handled expeditiously and efficiently given the premium paid for it. I think a refund of $495 for the title work, that will ultimately be resolved by me, is in order in this case and not at all unfair or unreasonable.

  Business response

  09/11/2024

  Mr. ***** purchased his 2016 Kia Sorento 8/27/2024. At time of purchase, all customers are informed title work takes 30+ days depending on the state as some take longer than others. The customer than received a 90 day temp tag while Smith VW and ******* processes his title work.

  Mr. ***** did not provide us a correct insurance card with the new car on the policy at time of purchase which is required to register a car in the state of PA. In the beginning of September 2024 this was provided to us by the customer. Once we received this, we packaged his deal and it is now in the hands of ******* auto tags.

  The title work should be completed within the timeframe we told the customer at time of his purchase and before his 90 day temp tag expires. 

  Customer response

  09/12/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. 1. Business has not acknowledged or even apologized for the blatent lie their title clerk, *****, was somehow deemed appropriate.  2. Current insurance is all that is required to buy a car. A  dealer is only required to verify insurance. Any new car is automatically insured without any notice to buyer's insurance company. A buyer has 30 days to add to the policy. The claim of not having correct insurance card is pointless and irrelevant to my complaint; this makes no sense and is another avenue to excuse their poor service. 3. Charging a monstrous premium for title work and proceeding to let it sit for 2 weeks is abhorrent and ridiculous and downright disrespectful. It's okay to go out of your way to help a customer in a way that isn't typical. All you had to do was be honest, instead you chose to patronize by repeating generalities to excuse 2 weeks of doing nothing and lie.  I also am curious why instead of offering an apology, Smith VW would rather provide excuses, and lecture customers on how they are to handle an associate of theirs that told a blatent lie? How about your salesperson follow up with an after sale phone call to see how the car is? Had he done so, he'd be in a position to sell another car to the same person a week later and likely avoiding the mess you made. I thought you were in the business of selling cars? You would have earned a repeat customer in a matter of a week and would have avoided exposing how inept your business office is. Instead you'd rather insult a customer and ruin any chance of earning repeat business or a recommendation. Dumb. Really dumb. All you've earned is a customer who will speak poorly of you any chance he gets.  Can't say I'm surprised  A full refund of the premium paid for the title work is still in order, especially given my effort has saved state fees that are no longer necessary since the car has been deemed a total loss.  Regards, Complaint ID: 22268658      

  Business response

  09/30/2024

  Hello,

  The title work for Mr. ****** was sent to ******* auto tags for the title to be processed weeks ago.

  For ******* to process the title work, the state of PA requires a current insurance card with the new car and vin number listed and not the one provided at time of sale for a previous car and previous vin.  

  See attached for PA state insurance requirements. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 21, 2023 I took my 2015 Volkswagen Passat to Smith Volkswagen dealership on 4304 Kirkwood Hwy Wilmington DE.my car was stalling as if it was misfiring but i already had my spark plugs and coils replaced earlier in 2023.I explained to them what the car was doing and also let them know that I already had the spark plugs and coils done a couple months ago.they diagnose the car and said my values covers need it to be cleaned and that I had a few misfires on some of my spark plugs along with me needing a crankcase vent.i got the repiars done minus the spark plugs and coils because I’m 100% sure they were not the problem.when I pick my car up from the shop went directly home didn’t drive it for the rest of the day.the next morning when I came out to start my car up it was doing the same thing it was doing when I took it to them.i called VW dealership and explained to them what was going on and the gentleman proceeded to tell me to bring the car back they’ll look at it but when I took the car back they were trying to charge me another diagnostic fee which I really didn’t thank was fare being as though I just paid 1100 for work they did on the car.They made me feel so horrible and I felt like they were racially profiling me because nobody wanted to hear me out they just wanted more money.a few months later I took my car to another mechanic shop and they diagnosed the car and said it needs a new engine due to a bad timing chain which was making the car have a misfire.This is unacceptable and negligence on there behalf and I would like my money back.

  Business response

  07/15/2024

  ****** ******** brought his 2015 Passat with 131,987 miles on it to us for the first time ever on 11/27/23 for diagnoses for a rough idle and stuttering.  The vehicle was previously at another repair shop and they recommended the vehicle be brought to the dealership.  Our technicians notes on the diagnoses are as follows, "Road tested veh no MIL on at current. scanned veh for faults. U041600 Invalid Data Received from Vehicle Dynamics Control Module P044100 EVAP Emission Control System Incorrect Purge Flow P030100 Cylinder 1 Misfire Detected P030300 Cylinder 3: Misfire Detected P030400 Cylinder 4: Misfire Detected P030200 Cylinder 2 Misfire Detected P030000 Random/Multiple Cylinder Misfire Detected U112300 DataBUS Error Value Received P034100 Camshaft Position Sensor Circuit Range, Performance P001100 A Camshaft Position (Bank 1) Timing Over Advanced or System Performance P001600 Crankshaft Position, Camshaft Position Correlation Bank 1 Sensor A P034100 Camshaft Position Sensor Circuit Range, Performance. verify camshaft data is currently within spec.(+or- 5degrees). inspect timing chain tensioner and counted 6 exposed rings. found all 4 ign coil connectors have minor damage but were fully seated. found #2 coil boot torn. removed spark plugs. found minor fouling. inspect intake valves and confirm moderate carbon/oil build up. also found oil level at minimum, no severe oil leaks noticed."   The tech noted the timing chain tensioner was 6 teeth out, maximum extension is 7 teeth.  The customer was advised this vehicle may need new timing chains replaced very soon.  

  Based on this diagnoses the tech recommended 1. New spark plugs due to fouling, new ignition coils due to damage and an intake valve cleaning due to multiple mis-fires, timing magnet performing as it should so an intake valve cleaning, new spark plugs and ignition coils are the next step in solving the mis-fires.  2.  The breather valve has failed and is dumping engine oil into the intake manifold causing carbon build up. 

  At this time 11/28/23, the customer declined all repairs and took the vehicle. 

  The customer returned to our location 12/21/23 to have the breather valve replaced and the intake valves cleaned.  He was fully aware this vehicle had other issues and may need future repairs.  He declined the spark plug replacement and ignition coil replacement that we recommended at a previous visit.  

  Vehicles with higher mileage some times require multiple repairs to completely fix any and all issues the vehicle has.   

  This customer was frustrated with his vehicle but was fully aware that multiple problems existed and he didn't want to spend the money to have those issues fixed.  

  Customer response

  07/24/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21976981

   

   

   

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dropped my 2023 VW atlas off on the morning of 11/1/23 to get an issue looked at that I’m having with my brand new car stalling out at times. They gave me a loaner car and told me I wouldn’t be charged anything as long as I brought it back with the same amount of fuel in it when it was given to me and that I didn’t cause any damage. When the loaner car was given to me it was not completely full. It was about at the 3/4 mark full. I returned the loaner car later that evening when my car was finished being looked at and I put $5.09 of fuel back in it for the few hours that I had it. Today I get a receipt emailed to me that they charged my credit card $18.57 for $8.57 of fuel and a $10 fuel service charge. I called to tell them this was completely unfair and wrong since I wasn’t given the car with a full tank of gas to begin with and I did put $5.09 back in it myself before I returned it. There is no way I spent $18.57 in fuel for the few hours I had the vehicle. When I called the dealership the employee ***** I spoke to didn’t care to hear my concern and said there was nothing he could do about it. As far as I’m concerned this is theft and my money was taken for something I did not spend/consume. I would like this money refunded to my credit card.

  Business response

  11/02/2023

  The customer signed a contract stating that the vehicle was full when they took possession of the rental vehicle, and agreed to return the vehicle full of fuel.  They did not return the vehicle full of fuel therefore they were charged for the cost of the fuel plus a $10 convenience charge.  

  Customer response

  11/09/2023

  I do not accept this response due to the fact that the car was not full when I received it. It was given to me with a 3/4 tank which is what I refilled it to when I dropped it back off. The paperwork I signed was giving consent for them to work on my car; it had nothing to do with the loaner, and the paperwork was given to me inside before they even pulled around the loaner car for me to get into. Just because they told me it was a full tank does not mean that’s what it was when I finally received it and got into it, which is when I noticed the tank was only on 3/4. Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 20814692    

  Business response

  11/21/2023

  Please find the rental agreement attached which is signed by the customer acknowledging that the rental vehicle is full at the time the vehicle was rented and the policy for filling the vehicle with fuel after using it. 

  This is common rental car policy.  When you rent a vehicle, the vehicle is full of fuel, when you return the vehicle, it is to be returned with a full tank of fuel.  

   

• Initial Complaint

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/7/22 this company tried to scam us by voiding a warranty on the trunk door to make us pay $80 for a diagnostic fee. Then they accused us of stealing our car when we took it home. The company removed the trunk during previous maintenance fixing a recall part and must have voided warranty then if not on 9/6/22. We want the $80 fee waived and an apology for voiding our warranty the cash value of the lost warranty and an apology for accusing us of stealing our own property.

  Business response

  09/08/2022

  The customer signed the initial repair order for a $150 diagnostic fee and accepted responsiblity for the fee if the concern was not covered under warranty.  After evaluating the vehicle and finding signs of outside influence, it was determined the concern was not a VW manufacture defect.  The diagnostic fee was dropped from $150 to $84.95 for customer satisfaction but the customer refused to pay and used their spare key to remove their vehicle from our dealership without paying for their service or the diagnostic fee. 

   

*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. ↩