Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have thought long and hard about writing this complaint and honestly, still have mixed feelings. Let me start by saying this, I'm a VW fanatic that has bought two different new cars from you (and also own a classic 77 Beetle). Plus, I have almost always gotten my cars serviced at your location on Poe Ave. That being said, the issues I have had with my current 2022 GTI that was purchased from your business has reached a fever pitch that I don't think can be ignored any longer. I am honestly not sure if the issues my car is still experiencing is from poor repairs performed by your service department, poor quality from the factory or a mixture of both.

  Business response

  08/24/2024

  I spoke with *** ****** the same day that he sent a letter to me.   I believe that this complaint was filed before our conversation.   I apologized to *** ****** for his experience so far with his VW and our service department.   He is bringing the car to our service department on Monday, August 26th at 9 am.    We are providing a loaner to him for however long the repair takes.   We will have the car on an extended drive with one of our top technicians to duplicate the concern.   We have committed to work on this and involve Volkswagen as well to get his concerns handled.   

  Our intent is to make sure that his Volkswagen is operating properly.   

   

  **** ********, General Manager

   

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2018 Ford F 150 Lariat 05\30\2023. $42,872.00 Traded in a nearly perfect 2010 F 150 with low miles for the year. I was sold what I thought was a full coverage extended warranty . Little did I know till this month that they are useless. I took my truck into Germain Ford in Beavercreek to have my retractable sunroof repaired and after they took it apart that the extended warranty will not cover it even though the item is factory installed! I called Evans talked with my salesman **** ******** and was assured it would be straightened out. The finance manager told me if I cancel the contracts I have to come in and do it and the funds for them would be loaded to my auto loan instead of me being able to use them for a Ford extended service contract ! I have talked with Josh Nathem the sales manager and was assured he'd have an answer on this as to maybe getting it fixed or a resolution over a week ago. I have tried to call him 3 times this week and only get voicemail. I tried to call his boss and get voicemail only also NEVER a call back. It is recommended I get a Ford extended contract because it should cover this item, I've been more than patient, now I need my truck fixed and a resolution to this . The ONLY response I've gotten was a demand that I take a negative review down on their website, I refused. PLEASE can you help me? Not a refund to me personally just the funds rolled over to purchase a Ford extended contract Contract 1 is cloth interior and paint, My truck has leather! 2 Tire and wheel, My auto ins has road hazard. 3rd is not bumper to bumper is limited coverage. the companies were contacted and tell me I have to cancel at the dealership.

  Business response

  04/16/2024

  Better Business Bureau,

   

  I spoke with *** ****** about his repair difficulties with his Ford F-150.   I offered a sum of $3,500 to cover the cost of the repairs to the sunroof.   *** ****** accepted our offer and we are sending a check to him today.   We both agreed that this was the simplest solution to his issue.

  Thank you,

   

  **** ********* General Manager
  

  Customer response

  04/16/2024

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

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a front/drivers side window regulator from this dealership over the phone on Monday 10/31/23. I then drove to the dealership to retrieve it on Tuesday 10/31/23. On Thursday 11/2/23 I attempted to install the window regulator into my vehicle. While installing the last screw the plastic boss immediately snapped as soon as the screw head touched the top of the motor bracket; basically, as soon as it was fully seated. I called the dealership and talked to the parts employee that was currently working. I told this employee what had happened and indicated that this was a defective part. The employee expressed their sympathy and started to confirm my details which made me think I was getting a replacement, which was my original request. Unfortunately, I was wrong as the employee asked me for my credit card information to purchase this component again. When I said no, I would not be paying for this component twice, I was then told I could purchase a new component and then send this one in for investigation. If the investigation revealed the component was defective, they would issue me a refund. When I asked how the component would be analyzed to determine how this component had failed they could not tell me. To summarize the scenario that was offered to me; I can pay for the part twice to gain the opportunity for the possibility of a refund. At that point I told the employee that the process was unacceptable and that I would prefer a refund for the defective component. The employee then told me that since I had opened the box and installed it into my vehicle that they could no longer return it. At that point I was completely frustrated and stated that I would arrive first thing Saturday 11/4/23 morning to discuss further. I arrived Saturday 11/4/23 to find only the BMW Parts Manager working. For some reason because this was a VW part he was unable to help me at all with my refund request. This entire experience has been ridiculous.

  Business response

  11/20/2023

  I can sympathize with *** ********** frustration.    However, Volkswagen's part warranty is very clear.   The parts warranty states that the customer gets a full refund for a failure of the part due to workmanship.    *** ******** purchased the part over the counter and then proceeded to install the part himself.   He then claims that the part broke as he was installing it.   The fact that the part snapped as he was installing it MAY be due to a failure of VW workmanship OR it may be due to the fact the part was installed incorrectly.   Volkswagen requires parts to be sent back for inspection and determination.   This process would be the same even if we did the part installation in our shop.    In that case, if we broke the part by installing it incorrectly, it would be our responsibility for the cost of the part.   But if the part is determined to be defective, whether the customer installed it or our shop installed it, Volkswagen would cover 100% of the parts cost.

  Using *** ********** logic, we are supposed to just give him another part and let him try again at no cost to him.   This could happen over and over again.  That is not how the parts warranty works for any manufacturer.   Volkswagen warrants the part to be free from defects, but the defect needs to be verified.   These parts are easy to break if installed improperly.   I have attached a copy of the Volkswagen Replacement Parts and Accessories Limited Warranty.  

  We offer our assistance with the installation of another part with a reduced labor cost to help out.   Please note that if VW determines that the part indeed was defective, the customer would get a full refund for his original purchase.

  **** ********, General Manager

   

   

   

   

  Customer response

  11/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  **** – thank you for confirming my assumptions about your position by utilizing my logic against me.  A statement like that implies two things to me.  That I am not only incompetent, but also that I am a liar who is just looking for a return parts due to my own negligence.  I assure you that neither of those are the case.  I took the time to explain all the precautions I took to two of your associates.  I am willing to detail all the steps I took to prevent this outcome one last time.  If you would like to hear them, feel free to give me a phone call, you should have it in your records. 

  
  Please provide answers to the following questions:
  How long does the part analysis take?
  If the analysis shows supplier defect:
  How soon will I receive a new part? 
  Would I be able to receive a refund rather than replacement?
  If the analysis shows installation as the cause of the defect:
  Would I receive the defective part back in the same condition I provided it?
  Would there be any additional cost in returning the defective part back to me?
  Would I be able to obtain the type of analysis performed on the part along with the supporting rationale for determination?
  As a consumer, at what point did I agree to the warranty replacement policy you attached in the initial response?
  Is this policy posted anywhere other than the website you printed a copy from?
  What, if any, action does your business take to ensure awareness of this policy to customers prior to the transaction?
  What is your businesses stance concerning the consumer’s responsibility in finding this policy prior to conducting business with you?
  Sincerely,
  
  *** ********

  Business response

  12/06/2023

  I would like to respond to *** ********** comments to our initial response.    I can assure that this company does not think the customer is either incompetent or a liar.    I would always assume the best about any customer behavior.  But the fact remains that the VW Parts warranty is a standard warranty used by all manufacturers.    If the customer purchased ANY part from a dealer and then brought it back broken, they would have to follow the same process.  Without a parts inspection, it is impossible to know whether it is a parts defect or a problem with the installation method.   

  I know the customer has a lot of questions about the parts warranty.   To help move the process forward, we will handle the inspection of the part internally to see if the broken part is due to a material parts defect or an installation issue.   That way, the customer will not have to wait for parts to be inspected in a weeks long process.   If one of our top technicians inspect the part and determine that the issue is due to material defect, we can either refund the cost of the part OR get another part ordered that would be available in 2 days or so.  We are taking this action to move the process along and take care of the customer.   

  I would also like restate our offer to do the labor at a discounted rate and install the part for him.   But this is entirely the customer's choice.    Please have the customer contact me directly at  janderson@evanscars.com  to set up an appointment.   I want to make sure that the customer does not experience any additional inconvenience in getting this issue handled.

  **** ********, General Manager

   

   

   

   

   

  Customer response

  12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  **** – I appreciate the offer to have a technician review the part to try and speed up this process. 

  As I told two of your employees already, I took extra precautions when installing this component to help ensure that I would not over-torque the part.  I was able to install two screws successfully using a small straight screwdriver.  As soon as the head of the third and final screw fully seated onto the top of the third motor boss it instantly snapped.  Additionally, the window regulator bosses would not lock into the metal frame which makes me believe their OD is possibly undersized.  This failure to lock into place also made it extremely difficult to fully seat the motor spline into the mating spline of the window regulator.

  After explaining this to your first employee over the phone he went straight to asking for my credit card information again.  This obviously upset me considering the care I had taken to prevent this issue from occurring, especially after explaining the details that makes me believe the part is defective.  I told this employee that I would be at your door when they first opened that Saturday morning, which was 8 a.m.  I stood at your locked service door until 8:15 a.m. until one of your technicians noticed me.  He was nice enough to let me in through the garage, because your service door was broken.  I stood at your parts service counter until around 8:25 a.m. when the same technician came to check up on me.  He apologized for my inconvenience again and went to immediately find someone who could help me.  When that person arrived, I took the time to explain what had happened again.  After doing so they told me there was nothing they could do because they were the BMW parts person.  I think that is always going to be one of the most absurd things I have ever been told at a business.  I mean think about it.  I am literally at the window that I picked up this part from and was told that they could not help me at all because they worked for the other brand you offer.

  I mean put yourself in my shoes.  At this point I have paid $186.74 for a defective part.  I told your employee I wanted to discuss this in person first thing Saturday morning.  I made a 73-mile round trip from my house to your facility to try and resolve this in person only to find someone who basically stated I was at the wrong place of business.  That wasted roughly 2 hours of my time.

  With that said I think asking for written answers to all my previous questions is not overly burdensome.  Depending on those answers I may be open to allowing your technician to review my part.  I am not interested in having one of your technicians install the part, even at a discounted rate.  Thanks in advance for your understanding.
  
  Sincerely,
  
  *** ********

  Business response

  12/13/2023

  *** ********,

   

  I want to value your time.  I will assume that the part was defective and you are right.  I will not even require you to return the part to us. Evans Volkswagen will assume the cost of replacing this part.  We do not need the part back and will not try to recover the cost from Volkswagen.  

  We will send you a check today reimbursing you the full cost of purchasing the part.   A check for $186.74 will be mailed to your home today.   There is only one condition.  We will not sell you another one of these parts.  You will have to go to a different VW dealer to purchase this part.   We know these parts are difficult to install and will not go through this same process again.

  I am sorry for your inconvenience and time wasted.  And I truly hope you are more successful installing this part the second time around.   

   

  **** ********, General Manager

   

  Business response

  12/13/2023

  BBB,

   

  Could you please verify the home address for Mr. *** ********?    We want to send him a reimbursement check to close out this case and want to make sure we have the correct address.

   

  Thank you,

   

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

  Customer response

  12/14/2023

  
  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.  Please share my current mailing address so I can receive reimbursement.

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

  Customer response

  01/15/2024

  Good morning.  I was checking in to see if I could get a timeline for my reimbursement.  I have yet to see a check from the dealership.

  Thanks,

  *** ********

  Business response

  01/27/2024

  BBB and *** ********,

   

  As promised, we did send out a check back on December 14, 2023.  It looks like this check got lost in the mail.  We clearly not control that, but is unfortunate given all the circumstances here.

  We re-issued another check yesterday.  We know the customer's address is correct.   This time, we will send the check Monday by Fed-Ex to ensure delivery.   We are eager to have this issue closed and resolved.

   

   

  **** ********* General Manager

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had car towed there for oil light on. They were going to run diagnostics for $159. called me said battery had to be replaced first but car always started with battery that was about 1 year old, over $300. Said problem was pvc hove leaking oil, replaced for over $400. Picked up car, oil light came back on, took it back. They said they wanted to drop oil pan just to look for $600. I asked what the oil pressure was when tested the first time and said they did not check and car was in for something else. So they told me they had to buy tool for $600 to check it and they did and said pressure was good. Then said alternator was bad, $1800 to fix, said no. After a month went to pick up and they said it had a massive oil leak, why was this not found during diagtnostics. Drove home and it broke down again. I think they wanted to find something wrong everytime they fixed something. this car was purchased there in 2002 one owner, low miles and alwas garaged. This car never leaked oil, garage floor is clean. They caused the problem so they need to fix or replace.

  Business response

  05/22/2023

  BBB:

   

  I am currently out of town until Thursday, May 25th.   My team is pulling together all of the documentation for this customer's experience.    I will be able to send a full response with documentation on Thursday morning.   

   

  Thank you,

   

  ****

   

  Business response

  05/26/2023

  Better Business Bureau,

   

  I have thoroughly investigated the service history with this car.    The customer is correct in that we corrected a number of service issues while the car was here.   Additionally, there was no notation of an oil leak in the first two repair orders. Then, a few hundred miles later, the car developed a massive oil leak.   It should be noted that the car is a 2002 model with over 112,000 miles.   I don't believe that we caused the oil leak with any of our repairs.   But the timing is so close between visits so this needs additional research.

  We would like to propose the following action plan to address the customer concerns.    

  1) Tow the car to Evans Volkswagen at our expense.

  2) Perform an evaluation of the repairs needed to the car at this time, once again, at our expense.

   

  Once this is complete, we will propose actions to address the customer's concerns.   It should be noted that this car is only worth approximately $2,000 (KBB Excellent Trade Value of $1,930).   So repairing the car may not be the best option, depending on the service work necessary.   

  Please call me with any questions or concerns.   

   

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

  General Manager     ************

   

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/10/22 I was having issues with my 2013 X3 so I contacted this dealership and had my vehicle towed there same day. My vehicle literally sat there in the same spot until 05/27, at that point I finally got a response from the technician of what needed to be repaired on my vehicle. That very same day I drove up to the dealership, the tech ***** advised me he would have to order the part which may take a week or so to come in but it'd be done once they got the part. Fast forward to 06/14, again I hadn't heard anything from the technician so I called I spoke with a young lady that works in service and she informed me the part was in and that the most experienced tech was working on my vehicle, its a difficult job that takes about 8-10hrs. Then 06/29 still nothing so I called I spoke to ***** he again informed that the part was in and he'd have it done early the following week. At that point I inquired about a loaner car in which they had not offered me the entire time they've had my car and he advised me that he didn't have any loaners available. Then on 07/11 I contacted BMW customer relations because I happened to read online that my make/model was involved in a class action suit just last year for timing chain related issues which is my issue, I put in a case with them and was advised someone would contact me in 48hrs. Since then I have called the dealership on 07/18 and customer relations again on 07/20 and no one can seem to get back with me with an update nor resolution I just continue to get the run around. This dealership has had my car for over 2 months, I have driven by there and its sitting in the same spot, I have spent over $1000 in rental cars and the worse part about it is not one time has anyone offered a simple apology, I'm sorry for the inconvenience, a loaner or anything. I'm wondering how many vehicles have they serviced in/out while my vehicle just sat there without priority and why, also if it makes a difference that I am a young woman.

  Business response

  08/05/2022

  I just spoke with ****** ********** and apologized for her experience and inconvenience.    Her car repair is now completed and she will pick it up tomorrow.    We are covering all of her rental car costs which total approximately $1,000.   We are doing this since it took us so long to repair her car.    The customer is satisfied with this resolution and the apology for taking so long to repair her car.

   

  **** ********, General Manager

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a new car with a $799.00 service which included a fabric protector and a ceramic coating applied to the exterior of the vehicle. I cannot confirm the ceramic coating was applied. I have asked the dealership twice for information and I was told both times the dealership would call back. I have not received a call back. The exterior of eh vehicle looks as thought nothing was applied which has caused me concern.

  Business response

  06/08/2022

  BBB:

   

  First of all, I will call Mr. ******* directly to confirm that the Paint and Fabric product was applied before delivery.  The warranty is attached.   I am not sure what happened with phone calls, but apologize for missing phone calls and not responding to Mr. ******* in a timely manner.

  But the customer can assured that the Allstate Paint and Fabric product was indeed applied and is protecting both the exterior and interior of the car.  

   

   

  **** ********, General Manager     Cell Phone   ************

   

   

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  March 18 2022 I purchased a 2016 Chevrolet Malibu from Evans Motorworks. With this purchase the following terms were agreed upon by the Salesperson ****** (No last name given) and myself. 1. A second transmitter to this vehicle would be provided 2. A dent in the passenger front door was to be repaired. (I didn't see the dent as vitvwas dark and raining when we looked at the vehicle. The salesperson ****** pointed it out to us.) ****** requested I take the vehicle home and return it to them on Monday March 21 2022 for items one(1) and two(2) above to be handled. The vehicle sat their until Wednesday March 23 2022 without either items being completed. At this time ****** told me to contact ******* in Vandaila and they will have the transmitter and will program it for me, and bill Evans. I contacted *******s the next day and they had nothing on file for Evans. I contacted ****** and he replied to my text message(attached) that his Manger would handle. I have attached a copy of the texted communications between the salesman and myself between March 23 and March 30 2022 agreeing to terms agreed too. On the 30th of March I contacted Evans to find out ****** (Salespoerson) was no longer there and was only brought in for the Sale Evans was having. On March 31, 2022 I left a voice mail message for Used Car Manager **** *****, again on the 1st, 4th and to date no response to any messages. On March 18 2022 I had to walk to a additonal building to sign my purchase paperwork. I'm disabled and steps are a great issue for my mobility be forced to use a cane. Evans needs to consider availability of services for handicapped people!

  Business response

  04/21/2022

  BBB:

   

  **** *****, our Pre-Owned Sales Manager, spoke with ***** ****** yesterday.   First and foremost, we apologized for the misunderstanding.    We did not get some of the information initially because ****** was from an outside sales team and did not relay the information to us.    So we should have responded and handled this much quicker.

  That being said, we have ordered the second key for this car at no cost to the customer.   We will follow up with the Chevrolet store and pay for this when it is completed.   In addition, we are scheduling a time for the customer to come here and have the dents removed.   This should all be handled within the next two weeks.   

   

  **** ********, General Manager   

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

  Customer response

  05/24/2022

  Consumer filed a duplicate complaint

  Consumer’s Original Complaint:
  On approximately April 20 2022 I filed my original complaint. My complaint number was #******** and I accepted Evans resolution. The current issue is that **** *****s has not responed to my numerous phone messages nor have I heard from him. I need this noted on their record with the BBB as a warning to other consumers! The dent in my passenger remains unfixed to this date. Thanks *****

  Consumer’s Desired Resolution:
  Finish the job; Finish agreed to resolution from original cpmplaint

  Business response

  06/09/2022

  All:

   

  Mr. ****** has received the second key.    We thought that his dent had been taken care of.    It looks like the arrangements we put in place did not happen.  We contacted Mr. ****** yesterday.    He will bring his car to us and we will make sure that the dent is removed this coming week.    

  We are committed to getting this resolved and making sure Mr. ****** is satisfied.

   

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

*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. ↩