ComplaintsforAbbotsford Volkswagen

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  At the time of purchasing my vehicle from them, I was sold an insurance product on an extended warranty that gave me money back after 3 years if there were no claims used against the insurance. I called in the summertime and they told me i need to call back in the fall, and that the claim was valid. I called back again in Sep and Oct, and again, was told that the claim was valid (and that I had called in the correct time frame) and would work on processing my cash back claim. They are now telling me that the insurance company who the claim was purchased with is saying it's not valid and that I was not sold the correct insurance product. I keep getting told by ****** in the finance department that she is working on getting the claim processed, but is struggling with their insurance company. I've been calling her almost daily for the last 3-4 weeks to get an update, but not taking my calls, or returning calls.

• Initial Complaint

  18/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought 2020 **** ********* and requested to have it under coated for $899 but was not able to meet their schedule and could not get it done when I ask for an exchange for something else same price they said no so ask for a refund they also said no final sale now I am stuck paying for product I didn't receive and or exchange that I never got

• Initial Complaint

  26/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I traded in my 2018 ****** ****** on June 23,2022 and purchased a 2006 *** ***** ***** . The salesmen told me I did not require warranty and told me he would provide me with the car facts on this vehicle. When I left the dealership the salesman stated he would forward me this information. Not even 12 days later the vehicle was not running very well so I had taken it to another shop where they told me that the transmission had various issues with it. I called the dealership right away and they requested me to bring it in. When I got there they told me the transmission fluid was low that it was going to cost me 500.00 to top it up and they would reset the error codes. Without fixing them ( they go off for a reason ) They stated they would not take the vehicle back and they would not trade it in. I took the vehicle home and the transmission went. I am not able to drive it. I have called numerous times spoken with various salesman , managers they just keep giving me the run around and that they could not help me the GM would need to do this. Finally on the 30th day I was given the GM information he stated he could not help me as I filed with the Vehicle Sales Association. They strung me along for 30 days. I now have no way to commute to school or get to work. I am out 7400 that will cost over 3K to fix. I have various emails, text messages, voicemails from all the different people going back and forth. How can I have no recourse? How can they just take someone's money knowing the vehicle was not mechanically sound. This was a reputable dealer. They sold this vehicle under false pretenses I want my vehicle fixed or replaced. They made me wait 10 days for the additional funds they owed me for trading in my vehicle , cheque was not certified so I had to wait another 7 days to get my money. a month later the ****** dealer said money was still owing so they didn't pay out the loan correctly. This dealership needs to be held accountable. This is unacceptable.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This complaint/grievance has several parts. I purchased a vehicle identified as "certified pre-owned" from Abbotsford VW on Feb 22, 2022. At the time of purchase the only items that seemed out of sorts were: 1 ) The vehicle had a cracked windshield and to address this the dealership offered to give me "$300 cash back" so I could have the window fixed at my local shop through my insurance. Not realizing this at first, this only added $300 to the purchase price of the car. What should have happened is that the sale price of the car be reduced by $300. 2) They only had one key-fob, so they told me to wait a week or so, then to call the "key replacement warranty" number and say I had "lost my key and needed a new one". This seemed odd to me, but they said they do this all the time. After having the car for about a week a warranty related item popped up and several other small deficiency items revealed themselves. With a small amount of research, I discovered these items are all items that should have been dealt with during the pre-sale 112-point CPO checklist When I reached out to the dealership they said I had not purchased any "extended CPO coverage" (which I had declined), so I asked them to clarify the terms involved in purchasing a CPO vehicle. To this inquiry I have had several phone calls and emails ignored by the service manager and general manager. At this point, I know for a fact that the car was internally registered as a CPO vehicle (I had another dealership run the VIN) and they should have provided me the following: -a fixed windshield -2 keys - a copy of the CPO report -owners manuals, service manuals, roadside assistance booklets -detailing of the car including paint touch ups where required (note: a had the hvac system deoderized because it smelled of manure) -CPO vehicles are eligible for better financing rates (i have been quoted a rate roughly 3% lower than my current rate from another VW dealership).

• Initial Complaint

  12/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a ***** Volkswagen from **** ****** dealership in April 2019.And I was very happy with this. On 19th Feb when I was going to Volkswagen dealership for a routine check up the Manager Melissa J***** called me twice and said that they the owners have gotten tons of money and they are just giving away cars. She said she would like me to upgrade my car for 2020 *****. I got the impression they are going to trade in my 2019 ***** with 2020 and it would cost me nothing. Later I found out that actually I have to pay 31500 dollars. And when I took it home and started driving, I noticed it made a lot of noise on Highway. Also heat and air conditioning were better in previous car. After two weeks I came and talked to Rohan the sales person and pleaded with him to return to me my older car and also told my inability pay $31500. Then I made an appointment with the manager Melissa J*****. When I reached there on 14th March she was too busy to come. Her assistant Ian said nothing could be done. Only one thing could be done and that is to get rid of $ 2641 for warranty after 7 years. For that I would have to talk to the bank myself. * ******* **** ******** ** ****** ** *** ** ********** ****** **** *** I would wish to be refunded at least 5000 dollars. Thank you. *** **** *********** **** ******* *** ** ****** ********* ******* * ****** **** **** ***** ********** ****** *** ***** ****** ********* ** ***** ** ******** ********* *** ******** *** **** ** ***** **** ****** **** ******* **** **** ****** **** **** ******** ******* ******** * * ***** ************* *** * **** ***** ******** ****** ********* **** *** *** ****** ** ******** ****** ***** *** ******* ********* ************* ******** ******** ******** ******** ********* ******** ** ******** ** ********* ** ********* ** * ***** ***** ** ********* ****** **** ** ***** ** * ****** **** **** **** *********** ***** ****** **** ***************** ******* ** ** ********* ********* ************* *** ** ******

  Business response

  25/01/2022

  We have reviewed the customer's complaint along with our documentation of the event/transactions.  A summary of findings is as follows:

  - The customer did trade in her 2019 ***** (mid-trim level) for a 2020 ***** (top trim level) during a promotion that was put on.  This is reflected in the Bill of Sale provided by the customer, as a $1,000 "VW BONUS CASH" discount.  The steep discounts on this unit resulted in it being sold for less than both MSRP and dealer cost.  This could be interpreted as "basically giving away" the vehicle.

  - The customer claims that she was under the impression that her 2019 ***** would be swapped in a 1 for 1 trade with a 2020 *****, at no cost.  This is contradicted by a number of documents signed by the customer, including: a bill of sale outlining the details of the transaction including total purchase price, a worksheet outlining the customer's bi-weekly payments for financing the new unit, a financing contract outlining the total cost, term and interest rate of the deal and consumer credit application for financing. This indicates numerous instances whereby the customer was made aware of the total cost and opportunities for the customer to back out of the transaction with no penalty.

  - No comment can be made on the customer's claim that the new vehicle was louder and the heat/air conditioning functioned poorly; this is an opinion based statement on preferences.

  - The customer claims she came in on March 14, 2021 in an effort to return the new vehicle and take back her old one.  She was informed that this could not be done.  Based on review of documentation, the claim that this could not be done stands true, as the vehicle which was traded in was further sold prior to March 14, 2021. While the exact unit could not be returned, the customer likely would have been advised that if she was unhappy with her purchase, all efforts would be made to get her into a unit she found more suitable (a different VIN of the same model as her previous vehicle, a different model of an aged vehicle, a different trim level of the new model, etc.). 

   

  Through review of our documentation, there appears to be no inconsistencies or instances in which the customer was misguided.  This appears to be a case of buyer's remorse.  If the customer continues to be unhappy with their vehicle, we would be happy to try and trade her unit and find a more suitable option, however, there does not appear to be any basis for a refund or adjustment.  

   

  If any additional documentation is required, please feel free to let me know.

*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. ↩