ComplaintsforVolkswagen Canada

• Initial Complaint

  18/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought our 2022 atlas brand-new from the Orillia VW. Since DAY ONE it has been nothing but a nightmare!! Issue after issue with the vehicle. Rust already starting on a vehicle that's 2 years old. Told them about it when I spotted it after only being a year old. They ate FINALLY saying they're going to fix it and will take a week to fix. They are refusing to give us a loaner vehicle when we live out of town (an hour away) we have to work and have 3 very young children to get around. I think it's absolutely brutal that they aren't willing to fix the issue and provide us a loaner. This is at fault of VW. They made a **** vehicle and we got stuck with it! Getting it fixed They will likely "bandaid it" until the warranty runs out and then I'm stuck with a rusty vehicle. I am currently looking into trading the vehicle and going with a complete different manufacturer that will do the right thing to make customers happy. They only care that they got your money. Also being told I HAVE to go to the dealership I got the vehicle to have oil changes or it will void any warranty. Orillia is the absolute worst place to deal with!! Make this right VW!! If the right actions are taken you might keep us as customers, if not, see ya! And I will make sure everyone around us will never step foot in a VW dealership.

  Business response

  24/04/2024

  Thank you for allowing Volkswagen Canada to respond.

  The customer has an active case with Volkswagen Canada and the Dealer is involved.

  Regards,

  Customer relations.

  Volkswagen Canada Inc.

  Customer response

  24/04/2024

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

  Although they are "fixing" the rust. Not sure if this is a bandaid that will rerust after the warranty runs out. I'm also beinf left without a vehicle because they are refusing to give me a loaner. This is a VW issue. I bought a vehicle because I need a vehicle.  Now I am being left without one for a week and I live out of town with 3 children. How am I supposed to get around? This is at fault of VW. Not my own. The dealership that is involved has been terrible also. 
  
  Sincerely,
  
  ****** ****

  Business response

  29/04/2024

  Thank you for allowing Volkswagen Canada to respond.

  The customer has an active case with Volkswagen Canada, the complaint is in review with the dealership. the customer will be reached out once a decision has been made.

  Thank you,

  Customer Relations

  Volkswagen Canada.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a rust warranty claim with many months left on my warranty. VW Canada takes a very long time to get around to viewing their claims and in that time the warranty expired so they are denying my claim. If I had a warranty with many months left on it when I made the claim then it should be honored. The customer should not be punished for VWs extremely long processing times.

  Business response

  07/03/2024

  Thank you for allowing Volkswagen Canada an opportunity to respond.  The customer's claim was received & approved on October 2, 2020, and all sections were approved for their claim.  Their approval was valid until January 30, 2021.  No action was taken to have the extension window prolonged.   If the customer was not able to have the repairs done at that time, a communication could have been sent to their dealer to have it extended.  At this moment, the warranty period has expired.

• Initial Complaint

  27/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I own a 2018 Vw Tiguan, Recently its started burning massive amounts of oil. Dealership had told my wife it means its " Time for an oil change ". So my wife didn't think anything of it. The moment I found out I requested an Oil consumption test. My 2018 VW Tiguan is burning .42 L of Oil every 1000 km travelled. But Vw Canada says that its vehicles have a tolerance in place to allow up to .5 L of oil every 1000 km. With my vehicle coming in just under the allowable tolerance at .08 under the max limit of oil burnt per 1000 km, they charged me 400 dollars for the oil consumption test and told me OH WELL. The vehicle has major problems and they are not willing to even work with me on fixing it. They have told me OH WELL. since its .08 under the Max limit allowed it passed the test and they claim my engine is good. WHICH ITS NOT. no engine should burn 3-4 L between every oil change ever!. VW Canada recommends oil changes every 15000 km. If I waited the 15000 km to do an oil change at a burning rate of .42 litres every 1000 KM I will not even make it back to the dealership before the vehicle has burned all of its oil. HOW IS THIS ALLOWED?? how can a company get away with this. My vehicle is still under warranty but because it's .08 under the Max limit they say " OH WELL" . I have a 2018 VW Tiguan with bad rings it, which means major engine issues allowing engine oil to pass by the piston and get burnt. This is not ok for the environment, and it's not ok to do this to your customers! This is absolutely crazy that no one can help me resolve this !! Furthermore, this is a well known issue and if your customers are having engine problems, it should not be a charge! It's your problem not mine! I had to waste the gas money and time spent at the dealership! and pay 400 bucks plus I still need a motor!!!!

• Initial Complaint

  23/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased a golf wagon in 2015 from ********* Volkswagen and had it serviced and looked after by them since. In April of 2023 it started leaking from the sun roof. I brought it to ********* Volkswagen and 2023 the car went in for the diagnoses and it was discovered that all the sunroof rubber drains were eroded and all had to be replaced. We were told this happened because we park the car outside on the street in front of our house. The dealership was very surprised by the amount of degradation of the drains. The drains were replaced and the interior dried out and I was told at that time by the service advisor Tina that I should contact Volkswagen Canada because this was not normal and there was obviously something wrong with the vehicle's construction. I emailed Volkswagen Canada and spoke to them on the phone but never heard back from them as to the resolution to the problem. They say they contacted me by phone and left a message in December however there was no voicemail on my phone from them nor is there any record on my phone of their number calling me. At the beginning of January 2024 I found an inch of water in the footwell in the back seat. Took the car back to the dealership and after a month of them having the car it was discovered all 4 door rubber seals were all eroded and needed replacing. The service manager (****) and the service advisor **** believe this is very very odd and while the service manager **** ****** is sympathetic there is nothing he can personally do ( he did give us 10% off the repair cost). He has emailed Volkswagen Canada.. The service advisor Tina told us to sell the car as soon as possible as something is wrong with it and we were instructed to park the car under a covered area. I once again emailed and spoke with a customer service representative at Volkswagen Canada and they claim that because of the mileage (198k) and age (9) they will not help us.

• Initial Complaint

  21/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Volkswagen Canada has declined to reimburse us for a warranty repair that we paid $1489.83 out of pocket in June 2023. Our vehicle broke down in North Carolina, and although the part was covered under warranty, Volkswagen Canada instructed us to have it repaired and then inspected upon our return to Canada, with the promise of reimbursement within 6-9 weeks. Despite numerous attempts, they are now refusing to cover the full amount, claiming they do not cover labor costs, which was never disclosed in previous conversations. This will leave us on the hook for around $400, if this had happened in canada we would’ve walked out without having to pay a cent. Additionally, we had purchased an extended warranty for $2000. Dealing with this company has been frustrating as they provide no clear answers or assistance, and continuously redirect us to the dealer, who is not involved in this matter.

• Initial Complaint

  14/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received an extended warranty notice in May 2023 for something I had replaced in October 2020. I submitted the documents exactly how the notice said in late May 2023. In Jan 2024, the same part broke, which reminded me that I hadn’t heard back about my first claim. I called customer service who told me my second replacement wouldn’t be covered under the warranty as the 2 year warranty on the part would apply. Since I had the part replaced over 2 years ago he said I would have to pay for it out of pocket but gave me an email to submit my first claim to. I sent in my invoice, the original invoice for the part purchased by my mechanic and all other required documents. I called in to check on the status of my claim, and I was told that I was only being reimbursed for the cost of the part, as I should have gone to Volkswagen to get it replaced. If I had of know 2.5 years earlier that it would have been covered under the extended warranty, I would have. This was NOT indicated on the document I received in the mail. I emailed the customer care team numerous times with all of my questions and complaints as no one has responded. No one at VW could give me a straight answer to any of my questions and each time I asked a new person, I got a different answer. I am very frustrated that I cannot claim labour for either of my 2 repairs as I was given incorrect information from VW. I also pointed out that my repair from 2020 was proven by my 2024 part invoice and approved by the VW team. This whole process was a nightmare and proved to me why I go to my trusted mechanic for repairs. I will never buy a VW again. I will be going to VW to get EVERY outstanding recall fixed and will be getting use out of EVERY extended warranty claim to get my moneys worth. When this part breaks again in 2 years I will definitely visit VW to get it serviced under warranty. I’d appreciate if my comments were heard by someone who will do something for the next person. Very disappointed.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  my 6 month old car is leaking on the interior between the rear view mirror and the sunroom. it has leaked 4 times in the past 6 months but upon bringing the car in for inspection, they said they can't replicate the issue so nothing can be done. they asked me to contact vw Canada. upon contacting vw Canada, they told me to get a second opinion and that nothing can be done unless they can replicate it. I have video proof that the car is leaking. they refuse to do anything other than spray water outside the car. I've been told they can't prove it's leaking. I will never drive another vw in my life. How does my 60k car leak after 6 months and no one at vw is willing to help me.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My VIN number is *****************

  One of the major reasons for purchasing this car was that I was able to remote start the car from the app. I would have never purchased this car if this function was not working. After calling the dealer to be told they can't help and to press the i button in the car for support to the Volkswagen app support telling me to go to the dealer the problem was never resolved. I opened multiple tickets and nobody got back to me. The dealer on *******, Quebec said they would get back to me and never did. I would like to give my car back so I can buy a car with a reputable car brand that cares about it's customers.

  Business response

  03/01/2024

  Thank you for allowing Volkswagen Canada an opportunity to respond.  The vehicle comes with a manufactures 4 year/80,000 km warranty (whichever occurs first) which covers manufacturing shortcomings.  You can visit your local dealership where our technicians can diagnose your vehicle to see if there is an issue.  

  Customer response

  03/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I called the dealership and they did not have a solution nor do they call me back. 
  
  Sincerely,
  
  ****** ***********

  Business response

  10/01/2024

  Thank you for allowing Volkswagen Canada an opportunity to respond.  In order for the customer's claims to be investigated, the vehicle must be brought to a Volkswagen dealership for diagnosis.  The customer can go to any authorized Volkswagen dealership within Canada where their vehicle can be diagnosed.

  Customer response

  11/01/2024

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

  I have gone to the dealership where I purchased my car and they have done the diagnostic but could not provide a resolution. I would like my car to be fixed (they say they might have to order a new module but this seems to take very long and unsure if this will work). I would either like a new car, a refund or the car to be fixed with a generous compensation for all the troubles. I am willing to go to all the news outlets in English and in French to tell my story about how Volkswagen does not care about after sales services once the car is sold

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

  Customer response

  19/01/2024

  Hello,

  I have called the dealership every day for the past 4 days and visited as well. They tell me every time they will email be the diagnostic report because they have to get it from Nick in service but never email it.

  VW Canada should attempt to get from the dealership in *******, Quebec ******** *** ******** I've wasted enough of my time and would like to add this to my complaint to get further compensation. Again I am logging every conversation and interaction in this whole process in case we need to go to the media to tell my story

  Business response

  29/01/2024

  Thank you for allowing Volkswagen Canada an opportunity to answer.  Volkswagen Canada has reviewed the customer's complaint and confirmed that our dealership has reviewed and identified the part that is not operational and has ordered a replacement.  The vehicle is still operational.  If the customer is looking for a reimbursement, they would have to follow up with the dealership where the vehicle was purchased.  Volkswagen Canada does not own or operate any dealerships in Canada.

  Customer response

  29/01/2024

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

  This still hasn't been fixed. I had to file multiple complaints everywhere just to get this taken seriously. A part has been ordered but not yet fixed. I had to spend so much of my time when this should have been an easy fix if someone took the time to assess the problem.

  if Volkswagen Canada doesn't want to compensate me then I will go to the media with my story as I have logged everything in detail.

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

• Initial Complaint

  30/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ****** ****** warranty claim Issue: Volume button on the steering wheel works but the defective plastic cap that covered the button fell to the floor and cannot be found. I took the car to the dealership and their diagnosis reads : Volume button is missing… **** *** *** ****** ****** ** ******* ** *** ******** ***** ***** *** ** *** ** ****** ******** **********  Dealer denies warranty claim because the plastic cap (not the button) is missing. **** ** ******* * ***************** **** *** ******** *****  Dealer requests 333+tax to replace steering wheel button assembly. Given the odometer at 19,288 we require the coverage of the defective plastic cap under warranty.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  VIN for the car is: ******************

  I took delivery of a '22 Golf R on 07-Feb-22. Almost immediately, I began to experience periodic issues with the car, all seemingly controlled by the infotainment system. Some issues were minor in nature, but most deal with the car's safety systems (eg. failed collision warning system, random automatic braking, no defrost...). The car's safety and infotainment systems do not work as designed. The issues are well known among other owners and documented online in various forums. I have been in constant contact with ***** Volkswagen and the car has been in the shop over 10 days in Apr, Sep, Oct, and Dec '22. Over these visits, in addition to addressing 3 unrelated recalls, the dealer replaced the rear camera believing this may solve the issue but it did not. Re the infotainment system, the dealer advised me in Nov '22 that a software update was required and expected at some time in the future, and that “VW knows that there are certain issues with the vehicles and told us to wait until this arrives”. To date (Mar 7, 2023), there is no update available. I have a very detailed list of incidents and the dates they occurred, along the several pictures and videos showing the issues as experienced. On the dealer's advice, I presented these to Volkswagen Canada but they have dismissed my concerns stating that they will not take any action because the dealer was unable to duplicate them while the car was at the shop. On one hand, VW has told the dealer that there is a pending update to fix certain issues, but then they are telling me that they do not acknowledge my issues because the dealer could not replicate them. I believe VW is dishonestly playing down the known problems. Bottom line: I am paying full lease costs for a car that does not have the safety (or comfort) functionality that they agreed to providing. From VW Canada I am seeking (1) acknowledgement that the issues exist, (2) a system update, and (3) financial compensation for not getting full value for the car.

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