Complaints

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently (a few weeks ago) took my 2012 Volkswagen Passat into the dealership service department for a coolant leak. They stated that the hoses needed to be replaced to solve the coolant leak and charged me $3,200. They also quoted me other repairs they recommended which had I accepted my total would have been nearly $7,600. I only approved the job to fix the coolant leak for $3,200. After paying and getting my car back, it was not more than 10 days and I was out of coolant again meaning there is still a leak. I took it back to the dealership and they diagnosed the issues as a "new leak point" that the coolant was coming from. The part that they stated is leaking was directly next to the hoses that they installed. The dealership service garage wanted to charge me nearly $1000 to fix the "new leak". It was at this point that I reached out to other service garages to understand if this behavior was realistic and was told the dealership should comp the fix since it was contracted with them to fix from the beginning. I opted not to spend the additional money as my trust with the dealership is now broken and took my car back with a coolant leak that again I originally spent $3200 to have them fix. I am asking for your help to either have the leak fixed or a full refund of the money I spent.

  Business response

  08/21/2024

  He came in for a coolant leak, we replaced all of the coolant lines. 
  
  He then came in 20 days later with another coolant leak and we found it leaking from a different spot.  
  
  After we replaced the lines and the cooling system repressurized, it was bound to find weak spots and push through.  
  We charged him for the first repair, and I was willing to work with him on the second repair, but he didn't want to pay for it. "His mechanic" told him we should have seen the second leak while we were in there replacing the lines, but there was no leak there at that time.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car on JUNE 6th 2023. It was confirmed that I had a part under warranty that needed to be fixed. I was told 4 - 6 months. I waited about 8 months and then called them back. I left multiple messages with no response. I waited 2 more months and called a few times, even speaking to someone once, but no one ever called me back. At 12 months I called corporate. They did finally get a hold of the dealership but told me they let them work out their own problems ( a problem investigating themselves doesn't make sense). After a week of back and forth and more unreturned calls and voicemails, we found out that not only did they not order the part but they completely forgot about me. In those 12 months, other things went wrong with my car DUE TO the part that was broken. After their 'internal review" of my case they determined they would fix the warranty part "out of goodwill" which is insulting and charge me for two new tires, which again would not even be an issue if they had done their job and not forgotten about me as a customer. They proceed to charge me $300 for the new tires and make it seem like they are doing me a favor by fixing the part and giving me a good rate on the tires. 1. I should not be charged a dime for anything since I did my due diligence and was given no other option for a loaner car. 2. 12 months for a part is insane 3. I have children and clients I drive around all the time with no other option for transportation so I was put in an unsafe position for year 4. They just completely forgot about me as a customer. 5. Their nonchalant attitudes and attempts to blame me for other problems is feckless and inappropriate.

  Business response

  07/30/2024

  We acknowledge the length of time for the control arms is exorbitant and the dealership should have done a better ensuring the repair was done in a timely fashion. As such, it is taking care of those repairs. However, *** ****** vehicle is 7 years old with over 40,000 miles and tires would be recommended by time or mileage. Further, the vehicle has mismatched tires on it currently and the client has declined alignments and tire rotations that would have mitigated wear and tear. We are not offering any additional assistance. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My car was brought in on 2/17/2023 for low oil, I was advised my car burns oil fast so they topped it off. It was brought back in on 5/4/20232 for low oil again along with the EPC light. I was sent a service video at that last visit on 5/4, where I was told they could not get the EPC light to come on and that I just burn oil fast. Topped off again and advised to just top my oil off. Since then, the low oil light has still been an issue. I got my oil changed at *****’s in ******** *****. Just recently my check engine light, low oil light and EPC light have come on again. I brought it in for service yesterday on 4/2 and was hit with a bill of almost $6K to make repairs. Some of those items being recommended but the engine issue and oil leak will cost nearly $4K. My car is since out of warranty as I am at 55K miles, however it was brought it on 2 different occasions for the same issue and told nothing was wrong with it. In the video from 5/4 there is mention of the camshaft sensor, which now needs to be replaced along with many other items. I have opened a dealer complaint with VW Customer Care. I have advised your service team not to complete the repairs until this complaint is handled. I should not be responsible to pay this bill for something I had brought to your service team twice before while under warranty.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 25th I purchased 4 new tires from Volkswagen of Akron. I noticed that the tires had some white around the edges, but thought that it would just wash off. Upon further inspection, I noticed that the white was actually scuff marks and the white rings were ingrained into the side wall of the tires. I took the vehicle back to the dealership on Saturday, November 4th to see if there was something they could do to remove the scuff marks to which I was told they couldn't and I would need to talk to the service manager. I spoke with the service manager on Wednesday, November 8th and she accused me of creating the scuff marks on the tires myself. I asked her how could I scuff tires on both sides of the car without scraping the rim to which she said "it's possible". She said she has video of the tires before they left and they were fine. So I told her to please share the video. In the video, you can see the most prominent scuffs on the 2 front tires (white ring), but Volkswagen of Akron, which is a part of the Jay Auto Group is refusing to talk with me. My next measure is to attempt to contact their CEO and final resolve is to take them to court. Volkswagen Below is a video of the tires before leaving the shop. Let me know your thoughts. **********************************************************************************

  Business response

  11/21/2023

  Attempted to call the customer there was no answer at the phone number also sent a email in follow up to the phone call. The white sheen on the tires comes from the tires when they are produced and shipped by the manufacturer. We have multiple sets of tires from different manufactures here that all had the same coating. We would be happy to refund the customer the amount paid for installation of the tires as a courtesy but would be unable to provide any additional amount beyond that. 

*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. ↩