ComplaintsforVolkswagen Canada

• 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.

• Initial Complaint

  21/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  VIN # *****************

  In the spring of 2022 I noticed something hanging down under my 2015 VW Jetta upon closer examination I realized that my rocker panel was rotten. I checked the other side and it was rotten as well. I hadn’t noticed sooner because in the winter ther is usually slush, snow or ice hanging underneath the car. I contacted **** **** VW in Ottawa and sent them pictures I had taken and the person I spoke to told me this was not under warranty. When I was in Ottawa a few weeks later I stopped in at ***** VW were I had purchased the vehicle. They took pictures of other common rust areas and submitted the rust claim to VW. In November 2022 the claim was approved for other rust areas, but not the rockers because they were perforated. I tried calling VW customer service a few times and the claim was still denied. I was advised I should have notified them of the issue sooner. * ** * ** **** *** ****** I advised them that I had no reason to be looking under my car as I had no reason to think there was anything wrong until I noticed the paint hanging down. The car is a 2015 and it has a 12 year rust warranty. Thank you

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Trying to get warranty for my car for 4 months power train finally 4 months later they tell me its warranty they need my car for minimum 7 days more like a month a have email and i need to arrange my own transportation for the period no loaner or rental will be given well they try to fix the problem * **** * **** *** * **** ** **** ** **** *** **** **** ** ** ** ****** i cannot afford rentals or even the 20 a litre oil they made me but in to top up for the last 4 months.

• Initial Complaint

  22/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  VIN * *****************

  my vehicle has an over heating issue and I have been trying to address this issue for the last 8 months. It has been at another VW dealer several times and I think they have given up trying to find the problem. I called Volkswagen Canada and I was asked to take my car to a different dealership. It been over 2 months and my car is currently at *********** Volskwagen and they are waiting on instructions on how to proceed. I have been out of a car *** ********* ********** with the situation. The vehicle is supposed to have the diesel emission extended warranty and I am supposed to be provided with a loaner if the repair is going to take longer than three hours. I think the time this is taking is a lot more than that. All i am asking for is my car fixed hopefully this year.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  VIN….  ***************** 
  

  I purchased a New Volkswagen Golf R on November 1st 2018. On December 2nd 2022 the slave cylinder on the car failed. That’s one month and a day after warranty expired. *** ********** ***** ** ***** * **** ** ******* **** *** ******* ** ***** ******** ** * **** ****** The slave cylinder has nothing to do with driver error. I service my vehicles every 5000 km including a service at 1600km after the break in period. There is only 40000km on the car that’s 40000km less than the stated warranty. To fix the problem VW said it would cost $4000 to fix. VW Canada refuses to help with the cost to fix * ***** ** ****** *** part failure. **** ****** *** **** **** *****

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

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

  2020 VW Tiguan purchased Oct 24, 2020. Issues started mid-October 2022. Car had 78K km on it. Have multiple videos and pictures of car safety features malfunctioning: -blind spot indicator recognizes a "ghost car" is in my blind spot, and won't let me change lanes on the highway -car spontaneously brakes (slows down) for no reason when travelling at highway speeds -car beeps and flashes "Take Over Steering" then tries to steer the car without you (often into the next lane of traffic), even when you have a firm grip on the steering wheel All three problems have been video recorded and proof provided to VW. Car has been to VW 3 times, two different dealerships and they are "unable to recreate the problem" so it does not qualify for a warranty claim. Photos and videos cannot be accepted of the car doing ********* things, as the tech at the dealership cannot recreate the intermittent problem when he is physically driving the car. At my wits end with VW dealers, escalated to customer care on November 3rd. Was told I would get a call back in "1-2 business days" from Nov 3 with a possible resolution. Car picked up on Nov 11th after an issue with the invoice was corrected. Within 24 hours, I took another video of the car doing the same action on the ***. Did not get a call back until Nov 16th from customer care. Was told that because the dealer cannot recreate the problem the car is deemed safe to drive ****** ** ** ******** **** ***** *** ******* **** ****** ****** *** *** ************** * ******* **** **** *** *** ******* ** it was going to cost me double that to have someone else look at and diagnose the issue the car is having, since VW can't do their job. CSR Karan escalated the call and was told I would get a call back by 6:00pm that day. Finally received call back Nov 30th. Was told I would receive $300 credit within 48 hours but that's all they could do. Car is still malfunctioning on highway *** ** *** **** ** *****. I want my car fixed, under warranty.

• Initial Complaint

  13/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  VIN #: *****************

  On August 25th, I towed my 2018 Golf Sportwagen to the VW dealership in ******* due to the engine and EPC light being on. On August 28th, the dealership returned to me stating that the turbocharger had seized and my car was over warranty by 8,000km. I was quoted $5,000 (tax included) to fix this part. I contacted VW Canada on the same day ** ** ***** **** ***** *** **** ** ***** **** ***** ********* **** **** **** ***** *** ********* ******** *** ****** *****. They stated that they would send over information to be reviewed if they would be providing any help with the cost of repair. I was given a case number ********* On September 14, VW contacted me to send over oil change documentation, which I promptly replied to with all the information I had and received an email on September 16 confirming they had received all the documents. That was the last time I received an update on the process. I have attempted to call VW Canada multiple times to get an update with no luck. They informed me that they had requested documents from the dealership on September 21st, and the dealership sent the documents twice. On October 5th, they mentioned the documents had been forwarded to the team for further review. To this day, my car has been sitting idle at the dealership lot for 49 days, collecting further damage from not being driven and while I attempt to get any information from VW Canada on the status of my review, they provide me with the answer that they need 72h to review the process, it has been 7 weeks of waiting without any updated from them. I can't even get a loaner car from the dealership due to the shortage and I haven't had a car for this whole period, ******* ** *** ******** ** ****** *** ******* *** *************** ****** ** ****** ****** ****** *** ****** ******** ** ******* ****** **** ***** ********

• Initial Complaint

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  VIN# Number *****************

  The 2013 Volkswagen Jetta Hybrid is practically new, driven only short distance around the city. **** ** ** ******** the transmission indicator came on. I took it to ******* VW dealer because I bought it from them. The car was serviced regularly by a licensed mechanic *** * ******* ** ** **** * ***** ********** **** ** *******  * *** ********** **** the people at the dealership **** ** ** *** *** ***** ** *** **** **** *** immediately proceeded to try and sell us a *** *** because the transmission change on my Jetta will cost over $10,000. That was said without anyone looking at the car. Judging only by the symbol that appeared on the dashboard. I went to *** ****** VW dealer for a second opinion where they did a diagnostic test and confirmed it is transmission that is failing and gave us another quote of $10,000 and more. * *** ** ***** ***** ******* * ** ******* *** ** *** **** **** ** ****** ** *** * *** *** ** **** *** ************ ** ** ***** ******** **** * *** ****  I took the car to *** ************ and they quoted $7,000 plus tax (paid total $8,610). * *** ** ****** *** ** ** **** **** ******* **** *** *** **** * ***** *******  **** ** **** **** THE CAR HAS ONLY $42,300 ORIGINAL MILES. * **** ******* **** ** **** ** ****** *** ** ****** *** **** ****** ***** ******* ** ******** **** *** ************ ********* ***** ****** *** ************ ******* ********* * *** ***** ******** ** **** ** *** ** *******  I contacted VW Canada on October 3, 2022 via email. So far nobody has contacted me. I called them today and they claim they did receive nothing. I re-sent photos of the original email to them today again.

• Initial Complaint

  13/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had the horn stop working and the airbag light on. In the assessment that was carried out at ********** ***** (*** ******* *** ***t Toronto) location on May 27, 2022, they found fault and indicated that the "vehicle is not recommended to be driven due to airbag light on and horn malfunction." Due to the faulty piece, the steering wheel also can be locked at anytime. This is a BIG SAFETY ISSUE. I was told NOT TO DRIVE by the mechanics at the VW dealership. I was told that there was a recall on my car by VW Canada due to the airbag malfunction, making it a safety issue. The faulty piece was due to the recall. I was also told that it may be up to one year for the ordered parts to come. I was told to file a claim and speak with Volkswagen Canada headquarters. Am I to not drive at all for one year? I filed the claim (********) and was told that I would receive a call in 2-3 days from VW Canada Care. On Friday, May 27th 2022 I called VW Canada regarding this issue and they told us that a decision would be made within 2-3 business days. I have been waiting for two weeks. I called multiple times and was told no decision is made. I am not sure what decision is being made as there is a SAFETY ISSUE of the car due to the fault made BY THE MANUFACTURER. * **** ******** **** **** * **** * ********** *** * ****** **** **** **** * *****. I cannot carry out my daily needs without my car. They simply do not care and have not accommodated me with a rental car until they resolve this issue. ** **** *** *** ***** * ******** *********** My right to mobility is being restricted as the claim is not being processed. I find this is absolutely unacceptable as this is not my fault but rather the fault of the manufacturer. I cannot be punished for this. They haven't given me a timeline on when the issue would be resolved. I need answers. I need accommodations. You are leaving me dependent on people to carry my daily needs because you simply refuse to resolve this process.

  Business response

  18/07/2022

  Thank you for allowing Volkswagen Canada the opportunity to respond to the customer's concerns.
  We sincerely apologize for any worry or inconvenience this concern has caused the customer.
  Volkswagen Canada has arranged a loaner vehicle for the customer to drive while the part needed for their vehicle is on backorder.
  We understand the impact of global supply chain shortages, in particular the semi conductor shortage is having on our customers.
  We thank the customer for their loyalty and patience.
  *** **************** ****** ******* ***************** ***** *********

  Customer response

  19/07/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

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