Complaints

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2015 VW Golf TDI. It was part of the diesel gate issues and was fixed. However, after the fix the diesel heater died on the machine and it sat in a parking lot from March 13th, 2022 to April 18th, 2024. While it sat there was zero coverage on the car, trees in the area and snow and ice frequently, as it sat outside in ********. I finally got this car back on April 18th after they fixed the issue and did a overhaul of tires, brakes, fuel lines etc. fixing the Damage from it sitting for 2 plus years. I drove this car approximately 120 miles and it died again on May 8th. It had a code error of def engine could not start and the car was 100% dead. trailered it to a dealership in ******** because i Live there now and was quoted 1100$ to fix a corroded wire from a leak in the sunroof (known leak that was a lawsuit last year) or 2400$ to fix all the water damage. I contact customer support because this car sat for over 2 year in the elements and I do not feel that the leak and damage should fall on me. I spoke with regional director today who said I was out of luck and they would no nothing further to offset the cost. They claimed that the damage occurred in the 2 weeks I had the vehicle back, and it was my fault. They also further told me I should be happy they did the rehaul of the work from it sitting for 2 years. The Michigan dealership lied to them and said there was no trees around lot, but I have proof it sat within 4 rows a large lot of trees. With no maintenance for 2 years, no door even being opened to look inside, this damage occurred on their watch. I am now being force for a repair that I could have stopped had the vehicle been operational for the 2 years previous. I asked for assistance with only the bare minimum to get it driving and they refused. I am the only income in my family and do not have the 1100$ to fix the issues when I could have stopped it from getting this bad, had it not sat for 2 full years in the elements.

  Business response

  05/28/2024

  Hello,

     We have received the complaint from **************** for the 2015 ** Golf TDI. Though we understand the frustration of the situation, the vehicle was down for this duration due to an extended warranty covering repair the the vehicle and the manufacture not being able to provide the necessary parts to repair the vehicle. The vehicle did sit outside on our back lot for approximately 2 years while the customer was in a no charge loaner until the vehicle repair was complete. We unfortunately do not have indoor storage, nor is it a commonly needed service as vehicle typically do not sit here for that long of a time frame. As for the water damage, again we understand the frustration however, the vehicle was not under any trees or vegetation as there are not any on the ** lot. We will not be able to assist in the cost of repairs at this time as the inconvenience on both parties sides lye on the manufacture and not the dealership. I apologize again but any assistance would have to come on **'s part. Thank you for your time and have a great day!

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A bullet went thru my rear bumper and into gas tank. Took to ****** to have repaired. They took care of bumper then after 2X took care of gas leak. ************ was not working after.. They had me take it to their other location to diagnosis it (then wanted me to pay for diagnosis). They found a defective sending unit. Said they could order it and would supplement claim. Now they won't call me back,or respond to e-mails.i don't want to run out of gas again! I am a senior citizen & need help!

  Business response

  03/23/2023

  ****************,the bullet that pierced the fuel tank did not come in contact with the fuel pump we have photos of the fuel pump, therefore the insurance company will not pay for the pump. This has been explained to ********************* multiple times, since there was no damage to the fuel pump externally ********************* is responsible for the repairs.
  

   

  --

  ****** Thelen
  Thelen Auto Group
  *****************************************************************
  Office ************ 

  Cell ************

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

   

   

  Customer response

  03/27/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***************************

*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. ↩