Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been presented pricing for necessary repairs at ******* Volkswagen and have compared those prices to Volkswagen-approved online stores and other regional Volkswagen dealerships. My research shows that the pricing at ******* Volkswagen is, on average, 73% higher than what is listed in **-approved online stores and 23% above the manufacturers suggested retail price (MSRP). These prices far exceed standard rates, particularly for a water pump repair that has been documented as defective in a recent class action settlement. Despite Volkswagens acknowledgment of this defect, ******* Volkswagen has refused to stand behind the repair through goodwill, leaving me with limited recourse for addressing this issue locally.Due to the nature of the repair and the importance of having it completed by an authorized Volkswagen dealership, my options are severely limited, and I am effectively forced to rely on ******* Volkswagen for this essential service. The water pump defect, which can lead to sudden overheating and is a safety risk, should be resolved without excessive financial burden on customers, particularly given ********************* previous legal acknowledgment of the issue.These practices at ******* Volkswagen may constitute a violation of Floridas Deceptive and Unfair Trade Practices Act (FDUTPA), which protects consumers from exploitative and unfair pricing. Given the significant impact these inflated prices have on residents of The Villages and surrounding areas, many of whom may lack alternative options for authorized service, I believe an investigation is warranted to ensure fair treatment of consumers in our community.Thank you for your attention to this matter. I am happy to provide further documentation to support this request, and I look forward to your offices response and any actions that may be taken to protect Florida consumers from these pricing practices.

  

  Business response

  11/14/2024

  Date Sent: 11/14/2024 10:43:57 AM
        When the customer brought their vehicle into the ******* Volkswagen store, he requested service for what was believed to be a water pump replacement repair due to a leak. Upon our experienced mechanical technician's assessment and diagnostic, it was determined the customer's 2019 Arteon had oil in the coolant from a faulty oil cooler. The oil cooler failure caused the coolant to be contaminated with oil, a fault that saturated the gaskets of the thermostat housing and the water pump, which led to the coolant leak.
       At the point of inspection, the diagnostic fee of $194.95 plus shop fees and sales tax were waived as a gesture of customer appreciation. The Service Manager explained to the customer the nature of the failure and the specific terms outlined by Volkswagen policy for coverage of a failed water pump. The warranty extension for the water pump failure does not apply if it fails due to outside influence, in this case being the failed oil cooler.
  As point of reference the customers Arteon had a new vehicle warranty from Volkswagen that expired at ****** miles, the water pump warranty extension expired at ****** miles and Goodwill guidelines exclude vehicles with over ******* miles effective February 2024. The customers Arteon at the time of inspection had over ******* miles.
        As to the customer's reference to the cost of the parts and labor associated with the repair estimate, we provided the customer with an estimate that included the following suggested repairs: replacement of the thermostat housing and water pump and oil cooler with a coolant system flush sub totaling $2960.32. Additional repairs for immediate action included a dirty air filter for $67.95, spark plug replacement that were due at 60k miles for $294.95, for a sub-total of $362.90. The customer was also suggested to have a brake-fluid exchange for $162.95. The shop fees were $49.95, taxes were $247.53 bringing the grand total estimate to $3783.65, which is very much in line and competitive with our repairs for service for our area.
        *********** Manager and our General Manager both explained to the customer at different times that the repair was not covered under the warranty extension as the water pump on their vehicle was not defective but rather a result of a faulty oil cooler. Despite the customer being outside of the mileage, our General Manager, Service Manager and Customer Relations manager attempted to contact Volkswagen Care on their behalf for the Goodwill Decision case#********, and the decision was determined the repair would not be covered by Volkswagen due to the vehicle's mileage. Our General Manager offered to cover part of the cost, to provide some attempt at resolution for the customer, that they refused, including the offers for 50% coverage of the cost of repair, they refused a $2,500 voucher towards the purchase of a new vehicle, they refused offers for free oil changes and more. The customer then stated to our Service Manager that he would obtain the repair for free and left. The customer then proceeded to post defaming posts on social media about our brand and business despite our attempts to rectify the situation with the customer. The customer has been non-negotiable and has stated repeatedly they are just attempting to obtain the repair for free as they believe it to be covered despite the repair not being covered at this time by Volkswagen and this being explained multiple times with the customer. 
  Thank you, Customer Relations Manager

  Customer response

  11/21/2024

   
  Complaint: 22545986
  
  I am rejecting this response because:

  Thank you for providing the dealers response. I would like to clarify a few points and share additional context regarding my experience with ******* Volkswagen of Leesburg.
  
  Lack of Communication:
  Unfortunately, I was not provided with a written estimate or detailed explanation of the repairs by the Service Manager or General Manager. Instead, I had to take a photo of the repair screen, which showed the required parts and pricing. I later compared this information with estimates from other Volkswagen dealers and found discrepancies. I am happy to attach this documentation for review.
  
  Service Advisor's Explanation:
  During my visit, the Service Advisor **** explained that this issue stemmed from a water pump defect. This information was central to my understanding of the repairs needed and my expectations for how this issue would be resolved.
  
  Offer of Resolution:
  The dealer mentions multiple offers, but the only formal written offer I received came directly from the General Manager, **** ******, for $700 plus shop fees and tax, totaling approximately $800. I attempted to follow up with **** to move forward with this offer, but unfortunately, my calls have gone unanswered, and it appears my number may have been blocked.
  
  Escalation of the Issue:
  My frustration stems from feeling dismissed and encountering inconsistent communication. For example, the Service Manager told me they didnt care if I went public or contacted the Attorney General. This dismissive attitude has made an already challenging situation even more difficult.
  
  Request for Resolution:
  I believe the written offer from **** ****** is both fair and reasonable. I respectfully ask that ******* Volkswagen honor this commitment to repair my vehicle for $700 plus shop fees and tax, totaling approximately $800.
  
  I appreciate your time and attention to this matter and remain hopeful that we can reach a resolution that reflects ******* Volkswagens dedication to customer satisfaction.
  
  Sincerely,
  ****** ****

  
  Sincerely,
  
  ****** ****

  

  Business response

  12/09/2024

  Dear Mr. ********************** you for your feedback. However, we believe there are some discrepancies that need to be addressed in order to fully resolve this matter.
  
  
  While we are happy to review the picture you took of our computer screen, it's important to note that our service advisors provided accurate pricing for the repairs.
  
  
  During the inspection, the diagnostic fee, shop fees, and sales tax were waived as a gesture of goodwill. Our Service Manager explained the nature of the water pump failure and the specific terms of the Volkswagen warranty policy. Unfortunately, the warranty extension for the water pump does not apply in this case due to the failed oil cooler.
  
  
  We understand your concerns regarding the cost of the repairs. The estimate we provided included the necessary repairs, recommended maintenance, and associated fees. These prices are in line with our company policy and are competitive for our area.
  
  
  Regarding formal offers, any offer presented by our management team, whether written or verbal, is considered formal. Our team presented several options, including a $2500 voucher towards a new vehicle and free oil changes.
  
  
  As for the comment made by our Service Manager, it's important to consider the full context of the conversation. We are committed to transparency and are willing to review the video footage of the incident.
  
  
  Despite the negative comments made on social media, we are still dedicated to your satisfaction. We are willing to honor our offer to repair the vehicle for the stated price of $700+shop fees, provided that all defamatory posts are retracted, and a contract is signed stating that no further defamation will occur.

  Customer response

  12/11/2024

   
  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.

  As of 07:59 AM on December 11, 2024, all social media posts have been deleted.

  On the evening of December 10, 2024, I contacted the dealership to schedule a repair appointment. ***, the Service Advisor, informed me that he would consult with **** and **** on the morning of December 11, 2024, and follow up with a call to confirm the time for the tow truck to deliver my car for the repair.
  
  Sincerely,
  
  ****** ****
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11/06/2023 I purchased a gv60. On 12/9/2023 I traded this vehicle for an ID4. My name apparently has not been taken off the title. And they are trying to suspend my driver's license stating I still own this vehicle. Thwy also gave my phone to a stranger who is interested in purchasing this vehicle without my permission.

  

  Business response

  02/22/2024

  Good Morning,

  Our accounting team is working on putting a rush service to expedite finalizing the title issue that we are currently experiencing. We apologize for the inconvenience this has caused and are currently working on making this right. 

  

  Business response

  02/29/2024

  Good Morning,

  This complaint has been resolved and taken care of as of 02/21/2024.

  Thank you.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 6/22/23 I called Jenkins vw in Leesburg to make SURE a car was on the lot before I spent an hour driving from Orlando. I talked with Kim and asked if this car was as in stock and on the lot. She took a couple of minutes and said it should be. I told her I was in Orlando and it was an hour’s drive and i needed to be SURE it was there before leaving. She was gone for a couple of minutes, came back on and said she had talked with her manager and he said it was there. We made an appointment to see the car at 2:00 pm. I arrived at exactly 2:00. Met Kim who turned me over to another salesman. Took 20 to “get some information and to finally bring the car around. Salesman FINALLY brings around a blue Atlas but it looks different than the pics on the internet. The salesman said this was 2 years newer and only a little more expensive. I told him I wasn’t interested in more expensive, I wanted to see the one I had called about. After a little toe tapping, he states its NOT on the lot, they had loaned it out a couple of days earlier. I asked Kim why she had said it was there if I fact it WASNT on the lot. She said her manager said it was. I asked to speak to that manager. I was informed by the salesman that the manager was toooo busy to talked to a customer. They have glass panels in their offices, I could see the manager who was only about 10 feet away and he was looking at his computer. I was incredulous that in this day and time a dealership would try the Bait and Switch routine, which I’m relatively sure is ILLEGAL in Florida. I never raised my voice, never gave any hand gestures but I REALLY wanted to do both. I never got to see the car I had driven an hour to see. I left very disappointed!

  

  Business response

  07/24/2023

  Good Afternoon ****** *****

  I can assure you this is not something that Jenkins Volkswagen does. I did speak with all management and Kim to make them aware of this specific situation. The specific Atlas you were interested in did show for sale, but it was loaned out at the time and for that I do apologize. 

   

  

  Business response

  07/26/2023

  First off, allow me to express my sincere apologies.  I can offer no excuse for the inaccuracy of the information provided.  At Leesburg Volkswagen, we pride ourselves on providing an exceptional customer service experience.  If you want to understand how it happened; the simple response is that on the day in question we were short staffed and very busy.  A manager checked inventory reports that revealed that the vehicle was available.  Unfortunately, our service department ran out of loaner cars and the Atlas in question was provided as a loaner to a service customer.
  
  There are times in the course of business, when we are reminded to never stray away from our normal process.  Prior to answering questions regarding a vehicles status, it is our policy to touch the car before we inform the consumer on the availability of any vehicle.  This was not a case of bait and switch because the vehicle in question was available for sale, but it was not at our location do to our own internal communication mishap.    
  
  While any type of conversations involving employee coaching, training or corrective action falls under privacy laws, this situation was used in a general meeting as an example of what can happen if we do not follow our processes.  Lastly, if there is anything else that I can do to help you understand our sincerity regarding your experience please let me know.
  
  Respectfully,

  Amanda H***

  Customer response

  07/27/2023

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/13/2023 I called in to dealership about a 2020 VW Passat R-Line with 30k miles that was advertised for $23,491. They said car was still available and to come on down. I traded my Infiniti QX60 which the gave me $8,300 and I also gave them $2,000 cash which comes to $10,300. I didn't noticed that at the signing table they raised the price of the purchase price to $26,489 and after all set and done I was financing $21,000 when it should have been me financing 13,100 after trade in and extra $2000 down deposit. I uploaded a picture of the advertised price which I was able to find and if you need contract as well just let me know. I have attempted to contact dealership through phone, and email with no responds back at all on this matter which tells me they understand they committed fraud. I would like the contract to be written up the correct way with correct numbers or a refund of $10,300.

  

  Business response

  06/08/2023

  Good Morning,

  Mr. ******** has a meeting scheduled with our General Sales Manager Deen B***** on Friday 06/09/2023 at 12:30pm to go over the contact. This meeting has been scheduled since Monday 06/05/2023.

  Thank you.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2023 I’d.4 on April 30, 2023. I was told that I had to pay an additional $7,500.00 for the car and I would get the same amount back from the IRS in a tax credit. I will receive the tax credit. My question is should the car dealership charged me for the tax credit, I don’t think that is the way that this works. Thank you.

  

  Business response

  05/15/2023

  I spoke with Mr. ******* today, 5/15/23 and he has a meeting with our General Sales Manager Deen at 1pm on 05/17/2023.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car at your dealership on August 30,2022. When I purchased the car, on August 30,2022 I have already made the monthly payment for the car I was trading in. In the month of September- I made the payment on August 29,2022 which was the car that I was trading in. That payment was not reflected on the paid off balance yet because it takes a few days after you make your monthly payment... to be reflected. When the sales person -David W*******, checked the paid off balance for my trade in- that was a WV Tijuan 2020 as of August 30,2022 the paid off balance was still showing $26,456.00 The Sales person David W*******, assured me that I was going to receive a check back because I paid the monthly payment for September., but balance with my trade in was only $25,889.65 after the September payment, and your dealership was sending Volkswagen Credit- the total paid off $26,456.00. I have never received the difference back to me. It has been over a month. We (me and my husband*******) visited Leesburg dealership on Sunday September 18, 2022 and spoke to Kenny H*****. He assured us that the check was going to take 10 business days to be received after the purchase date. We visited the dealership again on September 24, 2022 and spoke to three different sale persons, including David W*******, the person who sold the car to me. We spoke to Jeff and with Dave S*****. Dave S***** assured me that he was going to fix the situation with Accounting Department on Monday, September 26, and then it was going to take a couple of days to receive the check. The check was never received. I called again Saturday October 8th and Dave W******* stated that I was supposed to receive it in a couple of days around October 13 or 14. The check has not been received. David W******* assured me repeatedly that the check was going to be sent back to me. I over paid the month of September, 2022 and I paid that month 10 days before the due date. Check has not been received yet.

  

  Business response

  11/09/2022

  Consumer Response /* (2000, 5, 2022/10/25) */ ********** Sun, Oct 23, 3:42 AM (2 days ago) to me Hello, ***** I just wanted to let you know the company sent me the check after I filed the complaint. They made me wait almost 2 months. I received the check for the amount the Dealer owed me on October 19,2022 at this time We can request to cancel the dispute process. Thank you, for your service ***********************************

*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. ↩