Complaints

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date: June 8th 2024 Amount: $500 Merchant/Business: Gervais Volkswagen Nature of complaint: Sales man said $500 hold was refundable, did not REFUND my hold deposit. was looking to test drive a car and was not sure if i wanted to proceed after looking at the car decided it wasnt financially viable for me to go forward with the business transaction.

  Business response

  08/14/2024

  Hello After finding out all the facts in regards to this matter at hand and from what I was told from the Sales Manager and his team was that ************************************** had come in looking for a New vehicle with spasifices Color and trim.... and they went back and forth on what we had on the lot and then he decided that he wanted on that another dealer had and that was indeed the one he wanted and had to have and so we explained that it would cost us to retrieve it to purchase it from this dealer and to pay drivers to go get it and so he agreed to the deposit for us to go get it and so we did and set the date and time for delivery and had all the paperwork ready and was just waiting on him. Then he told us that he could not go through with it and the Sales Manager did try to make it work for him and he still said no after we accrued unnecessary costs. So the sales manager explained to him that we would keep his deposit but could use it towards service, parts or accessories.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 8th I traded in my ****** for a 2018 **** f150 and put no money down as well as financed the truck. Since I bought the vehicle I could not use CarPlay and I didnt even know the vehicle had CarPlay. Eventually within 2 weeks from leaving the dealership my radio turned black, backup camera stopped working, charging ports stopped working. I called the dealership multiple times and they told me it wouldnt be covered under warranty because its not safety related. I have a Limited Used Vehicle warranty that states the dealership must fix any safety related defect or defect to the vehicle that Happens within the first 30 days or 1250 miles.( ******* on the warranty states I have to visit the dealership within that period it just states the dealership must fix defects that accrue in the stated period.) visited the dealership and was told by a guy at the service desk I was in the warranty period but because of my issue it didnt sound safety related and he was 100% postive it wouldnt be covered under warranty.

  Business response

  06/25/2024

  I have gone over everything about this matter with ***************************** and we feel that we have fulfilled our end to resolve this with ***************** even after he was made aware that it was not a safety issue and he was out of his warranty time allotted, He did go to our **** store location and demand that it be fixed and what we did in good faith was to wave all labor cost ( Total Labor almout $1,134 ) but he was to pay for the part in the amount of $528.06 in which he did so we feel at this time we have fulfilled our end of this matter and we also have returned the Certified letter to his attorney stating the same and I can provide you with a copy if need be. 

  Thanks, ******

  Customer response

  06/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I was told by a service representative when I visited the dealership that I was still in the warranty period as well as the warranty does not state that I have to bring the vehicle back within 30 days or 1250, the warranty simply states that the dealership should fix any defects that occurs during this period. I also was sold this vehicle and was never told anything was wrong with the vehicle. I had a broken radio, Im missing 3 fuses for the trailer package the vehicle has equipped, and the dealership has not wanted to help at all. I had to visit a different Gervais to finally get some help which they seemed confused why all of these issues were happening and I just purchased the vehicle.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased vehicle on 2-2 there were numerous issues with the registration. I had to go back to pick up the car and couldn't have it inspected until today. I notified ******************* of the issues with the car. The didn't originally pull to the right when I test drove it. The car makes a noise going over speed bumps and there is damage to the bottom of the car. The interior of the car has gauges in the glass where the speed is listed and the armrest. There is deep gauge on the trunk and dent that I don't recall being there during test drive. The car has safety issues where the car just powers off and the airbag light doesn't go off on the passenger side. The radio powers off as well and doesn't turn on many times. I expressed my disastifcation to ***** and he was dismissive and blew me off. I have a follow up appointment with service that seemed understanding of my concerns. I was told I have 30 days. I asked about having the dealer either buy me back under the lemon law and buy a different car, but this was dismissed. I asked about a loaner until all issues were fixed and this was dismissed. I asked about having them provide me a 2 year warranty to cover these hidden issues and this was dismissed as well.

  Business response

  03/18/2024

  On the day ********************* came in for Delivery of his vehicle our Inspections station was down so that was out of our control and we did explain the he did have 7 days to come back and we would take care of it for him. He was not happy and couldn't under stand why he had to come back. 
  
  As for his safety concerns, when he mentioned them to ***** ***** explained to him that he would have to bring him to service and see what they can do and he do so and ***** took care of them all.
  He said it was pulling to the right so they did a alignment, he spoke of the airbag light so they ran a test and came up with not faults, Tire Pressure light, That just need to be reset due to car sitting and outside  temp changes.  All resolved. 
  
  The car is a 2020 VW Passat with ******* miles
  He did test drive the car and looked it over before signing all of the paperwork. 
  
  
  He was very rude to ***** and the other team while in the store from the beginning and confrontational that is why I did not reply to his review online on ************ I asked for it to be taken down because I could see it going out of control just from his demeanor in our store.
    
  
  If you have any questions please do not hesitate.
  
  
  
  **************************************;
  Gervais Auto Group 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from gervias *** not knowing this car had 4 different recalls on it , the dealership did not inform me , I dove the vehicle around for some time and noticed i constantly had a oil leak so I reached out to them to make a service appointment which was booked in November shortly after reporting this issue my car broke down and I had to get it towed back to gervias they explained that the only appointment they could now provide me with is in December , my car however is under warranty but they are refusing to simply diagnose my vehicle on the November appointment and provide me with a rental car they are telling me that they cannot do anything that I have to reach out to the bbb, not only is my service appointment booked in December they are telling me my car wont be fixed until atleast January or February which is upsetting because they arent willing to diagnose my vehicle in November to simply help me get a rental car

  Customer response

  11/04/2023

  I have not heard from the business in response to my complaint.

  Business response

  11/07/2023

  We would like to first off apologize for any inconvenience this may have cased you at this time, We are also going through a tough time here at the dealership with staffing/Techs we are Very short handed those is why we are booking appointments so far out and we are working very hard on trying to get this rectified.  Again we apologize we where not able to service your vehicle and hope that you do come back again and give us another chance.

  Thank you The Gervais Auto Group

  Customer response

  11/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 7/28/22, I purchased a 2020 Volkswagen Passat from this dealership. All the paperwork documented the mileage to be ****** miles. ***** the paperwork was complete and the car was paid for, I was given the keys. Immediately after my departure I noted, and have a photo of, the odometer that reads ******. I have reached out numerous times and the sales person says their manager "****" will contact me. It's been weeks. I was informed by the finance department that, ****, the sales manager has been driving the car after the pre-own inspection was complete. This over mileage effects the warranty and the fact that I was told I was buying a car with said amount of miles, but it had over ***** additional miles. I am asking to be financially compensated for the mileage that I paid for and the lesser warranty coverage. They also falsified the Odometer Disclosure Statement from the **********************, as attached. Also a time and dated picture of the odometer.

  Customer response

  08/26/2022

  I have not heard from the business in response to my complaint.

  Business response

  09/01/2022

  We will look into this and reach out to the customer. 

  Customer response

  09/02/2022

  I will wait for a message from the dealership. If I don't hear anything in a week, I will let you know
  
  *****************************

  Customer response

  09/08/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Volkswagen responding saying that they would reach out to me, however I have not heard from them and therefore do not consider this case closed. 

*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. ↩