Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The tire key was never returned to my vehicle from initial tire repair. I got a recent flat on tire and had to get car towed to dealership. Service manager *** removed all key locks from all tires and stated that it was for furniture inconveniences without my permission. Upon receiving car back someone from the service department drew a p**** on my sunroof along with a hand print.

  

  Business response

  11/12/2024

  Hi ******, 

  I'm am extremely sorry to hear about your recent experience. This is unacceptable. 

  Our service director ***** ********** will be reaching out directly to resolve.

  Thanks 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 25, 2023, I brought my car to a Volkswagen dealership, where *********************** was my service agent, for a diagnosis due to a jerking sensation when accelerating from stops with the *** light coming on. The diagnosis recommended several repairs: Cooling Fan Assembly, Programming Update, Manual Valve Cleaning, and a Front Brake Job.I asked ****** which issue was likely causing my problem, and he suggested the manual valve cleaning. I deferred a decision. Later, both the check engine and *** lights were on, prompting a visit to Autozone on April 16, 2024, where a camshaft position sensor replacement was advised.On May 6, 2024, my car returned to the dealership. ****** suggested manual valve cleaning and cam magnet replacement to resolve the issue. Despite these efforts, the lights reappeared, leading me to Autozone again on June 20, 2024, with identical codes.A visit to ********** on June 23, 2024, revealed rapid oil consumption without visible leakage, causing the recurring lights due to low oil levels.Returning to the dealership on July 10, 2024, I highlighted the unresolved issue and learned about turbo engine oil consumption, which has no permanent fix but includes a free topping service. I expressed frustration over the unnecessary prior services. I felt deceived by ******, who pushed unnecessary repairs, disregarding the fundamental issue. I requested a refund of $2,123.28 on July 10, 2024. Requests for a refund were met with delays and unresponsiveness from management. Promised callbacks from management did not materialize by July 19, 2024, prompting a call to corporate. Despite assurances from ***** on July 19, 2024, to expect a call by July 22, 2024, no contact was made, leading to this complaint. As of today, July 23, 2024, no one has reached out to me, nor have I received the requested refund. I also plan to file a complaint with the **************************** of Indiana and the Federal Trade Commission.Photos included.

  

  Business response

  07/26/2024

  Vehicle came in on 10/25 with ******* miles for diagnosis of Check engine light and jerking/drivability concern needed repairs were provided and customer opted to decline service at that time.
  
  Vehicle returned on 12/21 for an oil change service with ******* miles work completed
  
  Vehicle returned on 5/6 with ******* miles to have Check engine light and jerking concern repaired Cam magnet and valve cleaning service was performed, and vehicle concerns were corrected.  At this time customer was informed that due to vehicle being 10 years old and with the high mileage on vehicle that timing changes may be needed in the future.  Also,customer was informed that the work performed has a 12 month/12,000 mile warranty.
  
  Vehicle returned on 7/10 with ******* miles with a Check engine light due to low oil concern.  Vehicle has 6480 miles since last oil change and was 1.5 quarts low.  ******** was topped off, light went off and vehicle left.
  
  Due to age and mileage, there are always potential for additional problems with any vehicle.
  
  Warranty is 12month/12,000 miles on parts replacement. Customer is free to return with any repeat concern.

  Customer response

  07/30/2024

   I am rejecting this response because:

  The documentation I provided clearly shows the same code appearing after the repairs, so I cannot accept the explanation that there could be multiple reasons for the persistent light, especially when the documentation indicates otherwise.

  
  Moreover, although my vehicle is 10 years old with high mileage, I was explicitly informed by your employee, ***********************, on July 10, 2024, that oil top-offs for Volkswagen vehicles with turbo engines are common even in cars as recent as 2024 models.

  
  On Friday, July 26, 2024, ***** called me to schedule an oil consumption test. I explained that on three separate occasionsonce with OReillys, once with my local mechanic, and once with your employeemy vehicle burned oil rapidly. *** confirmed that this is due to the engine type. Given this information, I am unwilling to come in for another test as it feels as though I am being placated.

  
  It appears that the dealership is disregarding the factual documentation I have, which highlights a specific problem that remains unresolved while attempting to create a different narrative. I feel consistently misled, manipulated, and disregarded as a customer. Once again, I am seeking a refund for services that were not completed accurately rather than being provided with additional tests or service timelines. I will be escalating this case to a higher authority.
  
  
  
  

  
  

  

  Business response

  08/07/2024

  It is our belief that the customer is experiencing a separate issue than originally addressed. We are more than happy to work with the customer to resolve the second issue, but do not agree to giving full refund for work performed. 

  Originally , the vehicle came in with multiple active codes and jerking/drivability concern.
  

  
  Once repairs were completed, the check engine light and all codes were gone.
  
  Code back for the cam position sensor implausible due to low oil but if the magnet had not been replaced, the light would not stay off once oil was topped off.  The light and the jerking would continue. 
  
  Owner is taking information from non-VW certified,non-service providing, aftermarket parts stores that do not have VW certification and using it as fact.
  
  Oil consumption is a separate issue and due to the age and mileage of the vehicle, there will always be the possibility of other concern arising with the vehicle.
  
  Oil consumption is normal and as stated in every vehicle owners manual Volkswagen recommends that you check the engine oil level at regular intervals, preferably every time you fill your tank, and always before a long trip.  Your vehicle may consume engine oil depending on several variables.  A 1 quart per ***** miles would be considered normal. 
  
  Oil consumption test require time, mileage, and documentation to be performed, not assumptions or advise from a parts store.  The offer was made to perform further tests to address the oil consumption but were declined by customer.

  Customer response

  08/12/2024

   I am rejecting this response because:
  
  When I brought my vehicle in, the check engine light was not on. I, on my own, previously noticed the light and brought the car in specifically for the jerking, but the light had turned off before my visits, and I had to go off codes that were told to me. Consequently, the diagnostic codes were never shown to me, nor did your service agent originally do a test drive with me in the vehicle relating to the jerking. Despite this, I was advised to proceed with a service that now appears unrelated to the initial issue of why I brought it in. All still resulting in the light and the jerking still occurring as of today, August 12th, 2024.
  
  Additionally, the non-VW certified, non-service providing, aftermarket parts store is what brought me back to your location after the said repairs. It was your employee, ***********************, a VW-certified service provider from your dealership, who verbally confirmed the turbo engine issues on my vehicle and its problem during my last visit.
  
  It is concerning to be directed at a new potential issue, which was not identified during the original diagnostic, and could be the root cause but was not included in the report given back to me when I originally came in for a check engine light diagnostic. This situation raises significant concerns about the thoroughness and accuracy of the initial diagnostic process. I believe I was not fully diagnosed for all potential issues, and as a result, I was led to pursue a service that did not address my original concern. Now, I am being asked to return for further tests and potentially be led down a rabbit hole for more repairs. So as I stated previously, I do not want further services provided by the dealership, and I am solely requesting a refund, which has been declined on a basis that I do not agree with. In return, I will continue to work on escalating this case to a higher authority.
  

  

  Business response

  08/16/2024

  *****,

  I will be happy to help. I will have our service director ******************************* reach out to you.

   

  Thanks 

  Customer response

  08/23/2024

   I am rejecting this response because:
  
  As of today, no call was recieved and at this point no call is wanted.

  Best,

   

• Initial Complaint

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my vehicle April 1, 2024 before the end of the paper plate which was 45 days about a week or so I started to have issues with the vehicle where it was not accelerating but decelerating on me. It has happened multiple times currently totaling five times. Ive been back to the dealership to see if they cant figure out what the problem is and they continue to tell me they cannot find anything, but yet still I was almost in a multi car pileup accident on the expressway coming from ****************** on 18 May I am at the dealership, June 20, ******************************************************** They also had my car in their shop for about 3 weeks they drove it twice while it was in their possession 2 miles each time and they were not able to find anything wrong with it , the day they gave it back to me, Their service tech drove it out to ******** and then came back, The text said he couldnt find anything , but I am back in the shop today waiting on the service.

  

  Business response

  06/27/2024

  Good morning,

  I wanted to provide an update on this case. I spoke to ***************** on Monday and she stated that she was here in our service department towards the end of the previous week. While she was here, the vehicle was test driven by a technician and it is believed that what she was experiencing was caused by the vehicle be driven in 'eco' mode and what she was experiencing was normal driving behavior in that mode.

  When we spoke on Monday, the customer had not used the vehicle much, but when she did, she did not experience the issue. I followed up with her today (Thursday), she has drove the vehicle more and has still not experienced the issue since her visit.

  I will continue to follow with ****************** to check in.

   

  ************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first took Jetta in December 2023 to get it checked out as check engine light was on and it seemed like it was misfiring Right off hand they charge *** just to estimate After inspection they first quoted about **** to repair it as it seemed timing chain had to be done Making my way home, the car stopped and wouldn’t start up I called the dealership and had it towed there They then informed me the repairs would be **** as cam magnet had to be replaced as well I declined to have them fix it as the cost was out of range Approximately 10 minutes after declining services I received a call from one of the supervisors asking to give them a chance to get the car working right, if I did he could do it for ****. I left the car there for them to complete repairs He states the car will be ready for pick up in about a week It took them 2 weeks for repairs all while I'm without a vehicle and must manage to find a way to work every day They didn’t even offer a loaner vehicle to compensate Picked car up after the two weeks two days go by and the car starts with the same problem again now its hesitating to start contact with service department to let them know I am taking it back Again they keep the car for about 4-5 days within those 5 days I managed to talk to another supervisor to let him know how disappointed I am in the services vehicle has received The supervisor promises they will do everything they can to get it working right this He picks up the car and on his way home car completely shuts OFF and will not re-start won’t even crank at this point Get the car towed back to the dealership for them now to tell me it's another *** to diagnose since this is a completely separate issue Mind you they charged *** for complete multipoint inspection plus estimate in December when first brought the car in why again? Pay another *** because I want to see what they say they call me back a couple hours later saying it's the starter and it is going to be about *** more to fix it.

  

  Business response

  03/19/2024

  I spoke to Mr ****** this afternoon and he ran through the series of events that took place with his vehicle. I am going to gather information from my service team tomorrow and circle back with Mr. ****** with a possible solution.

   

  I will send further correspondence when we have come to a resolution.

  

  Business response

  03/25/2024

  Good afternoon,
  
  I am reaching out to let you know that I have resolved the complaint from ** ******, complaint ID: ********. We have agreed to cover the cost to replace the starter on his vehicle and he is very pleased with the results.
  
  Is there anything I need to do on my end to close the case or is it up to BBB to reach out to the customer?
  
  Thank you.
  
   
  Sam L****
  General Manager
  
  
  
  

  Customer response

  03/30/2024

   I am rejecting this response because:
  We came to an agreement on a solution, but they have yet to execute the solution. I was told on 03/22/24 by Sam that they would replace the starter at no charge, and he would contact me again once I could bring the car in. Which based on his explanation would be in a couple of days. On Tuesday 03/26/24 I was contacted by one of the staff members named Javier and he told me they were ordering starter; he would contact me upon arrival so that I could bring vehicle in for repairs. It is now 4 days after last phone call. No update on part arrival and car is still not working properly.
  
  

  

  Business response

  04/01/2024

  The parts have arrived. I spoke to Mr ****** this morning and we scheduled an appointment for Monday, April 8th at 8:30 am for installation.

   

  Sam L****

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention an ongoing issue that I have been facing with City Volkswagen of Highland *******. On December 22, 2022, I experienced a traumatic incident when I was carjacked at gunpoint. In the aftermath of this incident, I made the decision to purchase a new 2023 Volkswagen Atlas Cross Sport from City Volkswagen of Highland *******. The vehicle was purchased on January 31, 2023, with an odometer reading of 10 miles. ** my dismay, the vehicle I purchased with the hope of safety and reliability has proven to be a constant source of frustration and inconvenience. Since its purchase, the car has been in for servicing a total of 9 times (in counting) within a span of a few months. These repeated issues have significantly impacted not only my driving experience but also my confidence in the safety and reliability of the vehicle. I have approached City Volkswagen of Highland ******* on numerous occasions, expressing my concerns and providing video evidence of the aforementioned issues. Despite my efforts and patience, I have found their response to be inadequate. The dealership's attempt to shift blame and their refusal to take full accountability by citing the lemon law statutes in the **************** has left me feeling frustrated and unheard. At my most recent visit, the Service Manager (******) informed me that if they couldn't replicate the issues while the vehicle was in their possession, there was nothing further they could do. This response fails to acknowledge the video evidence that I have provided, clearly demonstrating the issues I am experiencing. I implore the Better Business Bureau to review my case thoroughly and help facilitate a resolution that is fair and just. The constant performance issues I am facing with my vehicle are not only impacting my daily life but also raising serious concerns about my safety on the road.

  

  Business response

  09/09/2023

  Hello,

  I have received the notification of the complaint placed and I ask that you give me till Monday to review all of the documentation and get myself more familiar with my service department and I will make a formal rebuttal.

  Thank you.

   

  ************

  City VW of Highland

  General Manager

  Customer response

  09/14/2023

   I am rejecting this response because:
  
  I am writing to formally reject the response I received during my conversation with Mr. ************ on Monday, September 11, 2023, at 2:17 p.m. My initial contact with this establishment was in response to a missed call from City Volkswagen of Highland, Indiana, which occurred on the aforementioned date. Upon returning the call, I was inadvertently connected to Mr. ************* who swiftly acknowledged his mistake in contacting me instead of the Better Business Bureau. During our conversation, Mr. ***** expressed his willingness to provide assistance and relevant service documentation. In light of this, I sought assurance of his commitment in written form, a request that unfortunately went unnoticed. Mr. ***** conveyed that, regarding a potential buyback, such matters were within the purview of Volkswagen of ********* corporate office. I communicated to Mr. ***** that I have diligently maintained all necessary documentation, yet my primary concern with Volkswagen of ********* buyback option stems from their recurrent service statements from their dealership, often asserting that "the vehicle is found to be operating normally when compared to the same or similar vehicle, or the vehicle is operating as designed." In response, Mr. ***** referred to service notes and indicated that the service technician found no issues with the vehicle. I reiterated that I possess video evidence substantiating various issues to the contrary. Furthermore, I have experienced persistent malfunctioning problems, including issues with the Stop/Start system and the heating system, which blew cool air even upon my arrival at the City of Volkswagen of Highland, *************** garage for a scheduled service appointment. Notably, both Ms. ********************** the Service Advisor, and ******************************** the Service Manager, were present and observed this specific incident.

  I conveyed to Mr. ***** my ongoing struggle with multiple recurring issues that were expected to have been resolved during several prior service visits. Additionally, I expressed my deep disappointment and frustration, exacerbated by the apparent lack of consideration for both my safety and the safety of others on the road, given the unresolved malfunctions in my vehicle. My concerns extended to the lack of integrity and accountability displayed by City Volkswagen of Highland, Indiana throughout this entire process, and the fact that insufficient measures have been taken to address these issues. Mr. ******* response echoed the sentiments of Mr. ********************** the Service Manager, who previously stated that "if they cannot replicate the issue while the vehicle is in their possession, there is nothing further they can do."

  In conclusion of our conversation, Mr. ***** provided assurance that if there were any other means through which he could offer assistance, he was willing to do so. Subsequently, I reiterated a request for written confirmation of this commitment, to which Mr. ***** agreed, stating that he would promptly send an email. To date, I have not received said email.

  
  

  

  Business response

  09/14/2023

  Good afternoon,
  
  First, I would like to say that after receiving **************' response this afternoon I did email her directly stating that I will be more than happy to assist her if she decides to contact Volkswagen of America regarding her vehicle. I do apologize for not sending that email on Tuesday as discussed with ************** over the phone.
  
  I have had a chance to review the original complaint filed, along with the documents provided by *************. There have been a couple of issues addressed that we completed repairs on; the radio (module replaced) and issue with rear doors not closing properly (found all 4 door latches were dry and sticking, latches were lubricated).

  Unfortunately, there have been a couple of issues ************** has brought to our attention that we are unable to identify, both by scanning the vehicles computer system for fault codes and by conducting test drives attempting to duplicate the issue. One being the heating system not working properly, which when tested was within manufacturer specs. The other item ************** has stated is that at times the start/stop system shuts off the vehicle completely leading her to have to manually restart the vehicle. This has been inspected and tested multiple times by our service staff and the vehicle never malfunctioned on test drives or showed a fault code in the system identifying an issue. She provided a video for us to review of an instance that she had to manually restart the vehicle. In the video ************** identified that the dash displayed that the driver seatbelt was not fastened. It is our assumption that this is what caused the vehicle to need a manual engine restart, as this is how the system is designed. The owner's manual and technical bulletin states: 'Conditions that Require a Manual Engine Start: 1. when the driver door is open. 2. when the engine hood is open. 3. the driver seat belt is unbuckled.'  This lead the vehicle to be test driven again and found that when the seat belt was removed, the system reacted just as it stated it would and required the driver to completely restart the vehicle, which ************* stated she encountered. Since it was determined during the test drive that the vehicle was preforming as designed, it was deemed that there was not a repair necessary.

  I understand that ************* feels this is an inadequate response and that her issues are not being addressed, however, as a repair shop, we are only able to fix and address issues we can identify or duplicate. 

  
  ************* and I discussed that if she is attempting to have the vehicle bought back due to mechanical failure, she would have to contact Volkswagen of America directly and that I am more than happy to assist in any way needed. 

  
  Please let me know if there is anything else that requires my attention on this matter.

  
  Thank you.
  ************
  ************

  Customer response

  09/20/2023

   I am rejecting this response because: of ongoing complications I have experienced with my recently acquired Volkswagen vehicle, as outlined in the correspondence provided by Mr. ****** Purchasing a brand-new vehicle fresh from the showroom with only 10 miles on the odometer, it is unreasonable to expect multiple problems to arise just a month after the purchase.

  Unfortunately, the vehicle in question continues to sporadically encounter various issues, including a rattling noise during operation, stop-start system malfunctions, irregularities within the heating and cooling system, as well as problems with the tech control panel/radio, despite repeated efforts to address these concerns. These subpar repairs and undisclosed issues significantly undermine its short and long-term vehicle reliability.

  These events have led me to question the ethical and professional standards upheld by City Volkswagen in Highland, ******** As they have allegedly scanned the vehicle's computer system for faulty codes and conducted test drives attempting to duplicate the issue. For instance, Invoice ****** dated March 7, 2023, encapsulated my grievances, highlighting incidents where the vehicle occasionally shut off at stoplights or signs, necessitating manual restarts. It also pointed out issues with ***** CarPlay connectivity, which primarily functioned properly only when the phone was plugged into the **** Port.

  Similarly, Invoice ****** dated March 22, 2023, extensively documented the recurring issue of the vehicle's stop-start system shutting off the engine when stopped, along with erratic behavior in the Bluetooth system. Despite numerous complaints, the City of Volkswagen of Highland ******* persisted in asserting that "the vehicle is operating as designed or working properly." Unfortunately, it was only after significant attention was given to the radio and car technology control screen issues that the console completely blacked out, necessitating its replacement (as evidenced in Invoice ****** dated April 6, 2023). My apprehension and concerns deepened as it took the failure of the control system to trigger any substantial response, even though I consistently reported problems with the vehicle. It appears that City Volkswagen of Highland, *******, maintained that the vehicle was operating correctly until a severe malfunction occurred.

  Regarding Mr. ******* statement concerning the stop/start malfunction, based on the technical service handbook, it doesn't align with my complaint. I want to emphasize that my ongoing reports, meticulously documented in all service invoices, confirm that on several sporadic occasions, when the vehicle comes to a stop at a traffic light or stop sign, releasing my foot from the brake to accelerate results in the failure of the stop-start mechanism to restart the engine. This forces me to shift the gear into parked, completely power down the vehicle, and manually restart it. During one occurrence of the restart system failure, the vehicle rolled into the middle of an intersection. Additionally, there have been instances where I was in front of vehicles ready to accelerate, and even a semi-truck, which could have collided with the back of the vehicle due to the sudden stall. The assumption that the driver's seatbelt status could be a trigger for the stop/start system not reengaging while waiting at a stoplight or stop sign appears to be a stretch. Moreover, during that specific service visit, I requested ***************************, the service manager, to replicate City Volkswagen of Highland ********* unbuckled seatbelt assumption, and I was informed that "the car had been sitting at the shop and the engine needed a 30 min warmed up to be duplicated.  
  
  As outlined in my initial complaint to the BBB, Volkswagen has attempted to evade responsibility by not adhering to the lemon law statutes in the ****************, thus avoiding their obligation to replace the vehicle. It is also disheartening to realize that the City of Volkswagen Highland, *******, only took my complaints seriously after a complete failure. Their deliberate negligence regarding the safety of both myself and other motorists, despite the presentation of video evidence showcasing multiple recurring issues during numerous service visits, is deeply concerning. Regrettably, this situation has left me with no recourse but to seek intervention from the BBB and Volkswagen of ******** corporate office in my pursuit of a resolution, including the potential for a buyback of this new vehicle. 

  Thanks **** *****

  
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had a small coolant leak that I had my VW dealership in Highland, IN check twice only to be told that there was nothing to be concerned about. A month ago, I started losing all my coolant, so I made an appointment to have my car checked again at the same dealership. The dealership's website shows no charge for the diagnostic of a leak (I have attached a screenshot of their list of services and charges). However, when I dropped off my vehicle, I had to pay ******, an amount that is even higher than the prices they have advertised on their website for any diagnostic service. When I told them that their website shows no charge for the coolant leak inspection, I was told that they hadn't updated the website yet and that prices had increased. I had no other choice by to sign and pay because I needed to be driven to work immediately. Later on, I received a call from the dealership telling me that my water pump was defective and that it would cost me over $2300 to replace. My issue with this dealership is that they had failed to diagnose this problem before it got worse and required a new pump, and secondly for overcharging me and charging me for a service that's advertised as "0" cost to the customer. I am hoping to be reimbursed for my expenses that are unfair.

  

  Business response

  06/02/2023

  I spoke to ******************* this afternoon and there was a very bad connection, likely due to the him being out of the country. We agreed to reconnect in a week when he is back in the country to discuss further. During the brief discussion that the connection was functional. I visited the history of the vehicle being here and in our documentation, there is no mention to a coolant leak being an issue in the past. Also, in regard to the pricing for the fluid leak diagnostics, in the screen shot it does not say there is no charge for this service, there is simply not a price listed. The customer signed off approving the cost of the diagnosis when he dropped off the vehicle.

  As I mentioned, we did not have an opportunity to finish our discuss as the phone connection was poor, I will update after our next discussion in a week or so.

  Customer response

  06/12/2023

   I am rejecting this response because:
  The response does not address why I was overcharged for the diagnosis, neither does it assume responsibility.  The fact that my asking the technicians to check the coolant leak during an oil change was never documented does not mean that I did not ask for it to be checked: the dealership chose not to document my request, and that's their fault, not mine.  As a consumer, I simply took the answer I received that there was no leak to be concerned about to be truthful.  Whether they even check the coolant or not is something I will never know.

  I signed off on the diagnosis fee even though it was inflated and not mentioned on the dealership website because as I had indicated in the initial complaint, I needed to get to work, and my ride was waiting for me outside the dealership, so I was not going to argue about it because I knew I wasn't going to win.  That's primarily why I decided to reach out to BBB.

  
  

  

  Business response

  06/13/2023

  ******************* and myself touched base this afternoon and came to a conclusion to our issue. City Volkswagen of Highland will be issueing a check in the amount of $193.43 for the diagnostic charge.  Please let me know if there is anything else we must do in order to close and resolve this case. Thank you.

  Customer response

  06/14/2023

   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.

  
  

  Thank you.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/07/22 we had our car in at City Volkswagen of Highland for ****** miles scheduled service and a repair. The repair was more important to us than the service because we have trouble starting the car at times. Initially we didnt know how to get the car started but weve figured out that by jiggling som cables under the hood, the car would start. This isnt an ideal solution but we have no other choice because City Volkswagen of Highland were not able to fix the problem. Yet, they charged us for 2 unnecessary repairs.Aside from being charged for 2 unnecessary repairs, a refund for 1 of the repairs which we were promised was never received. As can be seen on our receipt, they state that refunds are issued by company check via standard mail, however that check never arrived.I have been patient for more than 2 months for that check to arrive and I am now tired of waiting and ask that the $309.33 check which was promised to me be sent. Additionally, I feel a refund for $122.27 for the 2nd repair also be issued. This repair involved changing a wire housing, wires and connectors which they assumed was the problem for the car not starting.Unfortunately this was not the case because we find the car not starting every 2nd or 3rd time we drive it. I would like a refund for the so called repairs.If a refund is not issued our next step would be to file a complaint with Volkswagen directly because based on complaints filed online on this site and others (mostly on others) we are not the first nor the last which have been taken advantage of by this company and Im tired of chasing my money down and honestly dont want to also have to file a chargeback with my bank.I have to contact the company by phone and basically get transferred in an endless loop and am told that no one has access to the computer so that they can look into it yet am not given anyone with access to talk to. I have also sent an email and received no reply.Thanks,************************* ***********************

  

  Business response

  04/26/2023

  I have looked into this issue and found record of a check being owed to *****************, but the total amount paid for the repair order ($950.84) was also disputed through the Credit Card company.  I have reached out to the customer to discussed and left a voice message. I am awaiting a call back to resolve.

  Attached is the original repair order and a chargeback amount.

  Customer response

  04/28/2023

   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.

  I  did resolve this through my credit card. As can be seen in these messages, the company didn't reply until now which is not the way to do business.

   

  Thank you.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently traded in my 2020 VW Tiguan for a 2022 VW Atlas. When purchasing a new car you are setup for the app. With the app you have the ability to remote start, lock and unlock, and track your vehicle. I have not been able to use the remote start function. The dealership tried to find out the issue but later came back and stated I would have to deal with it on my own. This is a brand new car where the function has never worked. Also, there is an issue with the radio freezing. I have been told multiple things and it just seems like they do not care. It would be nice if someone would take the initiative to help. There was no problem in selling the car with issues. I am looking for a resolution to this problem that I do not have to keep taking personal time to deal with.

  

  Business response

  12/02/2022

  Hey ***,

  First off thank you for the business. It is very much appreciated. I'm very sorry to hear you are having issues with the vehicle. 

  I passed your information to the General Sales Manager of the store ***********************. He is going to reach out and personally take care of this for you. We can provide a loaner for any inconvenience as well while it is in service. 

  Please reach out if you need anything else. My email is *************************

   

  Thanks 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife purchased a 2021 VW Arteon from the dealership on 8/27/2022. The day before I informed them that my wife would buy the car for the asking price of ******** and she would complete the paperwork on Saturday 8/27/2022. The price was advertised on ******** and their website at ******. I was not with her when she went to complete the paperwork. The manager changed the price to ******** a difference of *******. This is a prime example of a bait-and-switch deal. I understand there are additional fees, but this was pure greed. They did this because I was not with her and would have walked out. When I talked to someone at the store about it, I was told it covered the inspection and carfax.....that's the cost of doing business period. The asking price should cover all of that. They tried to appease me with oil changes and "their cost of parts". That was a lie as they marked up the price only to discount to MSRP for the part. The bottom line is they stole over ******* plus being taxed at a higher rate. Then we find out that the plates and tags aren't paid. That's another ****** plus that has to paid. They should not be allowed to operate a dealership in Indiana. I have never been cheated in my life when buy a car. The name on the deal is *********************** who is my wife.

  

  Business response

  10/04/2022

  Hey I'm sorry to hear about your wife's experience.

  Id like the opportunity to make things right. I am aware we offered to fix some repairs that happened outside of the store at our cost and cover the next 9 years of oil changes. Give *********************** a call back at the store so we can further assist. 

  I appreciate your business and will do everything I can to make things right. 

   

  Thanks 

*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. ↩