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Business Profile

New Car Dealers

Pickering Volkswagen

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/12/2023

    Type:Order Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    1. My wife (******* *****) purchased a vehicle at Pickering Volkswagen on June 28, 2023 ********* ** *** **** ** *****. The deal included a winter tire package. 2. On December 4, 2023 the winter tires were installed at Pickering Volkswagen **** ******* ********. 3. The winter tires installed were the wrong size. The tires installed were of size 225/55/R17 but the vehicle needs 235/55/R17 **** *** ***** ******** **** *** **** ************ ******** ** *********** ******. 4. After several phone calls with the Vehicle Sales person (Lisa A.) on December 5, 2023 and an inter-person visit with the sales manager (Michael J. on December 6, 2023) I was informed that there is nothing the dealership could do. 5. Several phone calls to Volkswagen Canada Inc. I was referred back to the dealership. 6. Michael J. (Sales Manager) and I agreed to file a complaint with the BBB during our in-person meeting on December 6, 2023. Desired Resolution: Install the proper size tires for the vehicle per *********** Tire Engineer: 235/55/R17 on the same rims as provided.

    Business Response

    Date: 07/12/2023

    The winter tires installed were the correct size. Our winter tire packages are ordered through an internal winter booking program directly from Volkswagen. Volkswagen provided and approves the package to order along with the correct tire sizes. We did not source the package or tires from anywhere else. They were ordered directly from Volkswagen and approved by Volkswagen for this vehicle. In fact, there is not an option through the winter booking program to order incorrect sizes. We have shown you the communication from Volkswagen stating the approved tire size. I'm not sure why this is being disputed as the communication clearly states the approved tire size and was shared with you. 

    Customer Answer

    Date: 11/12/2023


    Complaint: ********

    I am rejecting this response because: the tires provided (225/55/R17 are the incorrect size per the *********** Tire Engineer).  Email from *********** Engineering provided to Michael J. in hardcopy.  ***** ** **** ******** ** **** *** ******

    Next Steps:

    1. I have started a claim with *********** Tire.  Claim # **********.  *********** Tire confirmed the tires are covered under the Customer Satisfaction Trial and as the place of purchase VW Pickering is required to honour the warranty.

    2. I'm attaching the *********** Tire warranty policy: ****************

    3. *********** Tire will be following up with Michael J. as to why they do not honour the tire warranty directly.

    Many thanks,

    ****

    Business Response

    Date: 18/12/2023

    Thank you for your reply. Since receiving your last reply we heard back from our National Account Manager from ***********. I believe there is some miscommunication on ***********s part as he stated 225/55-17 is the correct size which matches the information we have from Volkswagen Canada. *********** was supposed to reach out to you directly to make things right. Please let me know if that has happened. 

    I understand you just want the correct tire size and Volkswagen Canada and our National Account Manager rep confirmed the size you received from us is correct. Please let me know if you've heard from *********** regarding the matter and my apologies on their behalf. 

    Customer Answer

    Date: 19/12/2023


    Complaint: ********

    I am rejecting this response because:

    1. The tire size is incorrect.  Please find attached written confirmation on the recommendation from the engineer at ***********.  This has also been shared in hard copy form with Michael J. a** ** ******** ** *** ******** *** *********.  The correct winter tire size (according to the engineering from *********** for a 17 inch rim is 235/55/R17).  The dealership supplied 225/55/R17 which is the incorrect tire size.

    2. *********** confirmed that they have tried to contact the dealership as of my conversation with customer service on Dec 19, 2023 that they have reached out to Michael J. multiple times and have not been able to reach him or has Mr. J. returned ***********'s phone calls.

    3. VW Pickering as a *********** dealer does not have the right of refusal of the 60-day Customer Satisfaction Trial for the tires sold and under this program need to change the tire size to 235/55/R17 upon customer's request.

    To make this right, I'd like the tires changed to 235/55/R17 per *********** engineering recommendation on the same rims provided.  Please advise on the time that this can be done.

    Sincerely,

    **** & ******* *****

    Business Response

    Date: 10/01/2024

    Regarding this we’ve resolved it with the customer and they’re happy with the resolution.

    Customer Answer

    Date: 10/01/2024


    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,

    **** & ******* *****

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