Complaints

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new car from them in 2019, a few months later I started having problems with the sensors. I took the car multiple times to have them fix the situation. Each time they said they found nothing wrong. I started taking videos of the issues with the sensors to give them the evidence they needed. I informed them I felt unsafe driving the vehicle with 4 children in the car, one of which is an infant. They could not figure out why the issues were occurring and recommended I turn the sensors and brake assist off so it did not continue to happen. What is the point of buying this expensive vehicle for its safety features if the company is recommending, I turn them off? I offered to give the vehicle back and asked for my money back. I asked them to give me the same vehicle in replacement of the one I had. I even asked for them to just give me my down payment back so that I could purchase another vehicle that I could feel safe putting my children in. The sensors around the car detects things that are not there. The lane assist says there is a vehicle next to me when there is not. The brake assist has gone off while I am driving and stopped the car out of nowhere. The only answer I have got was it is environmental. I provided multiple videos of the car that show there is nothing around the vehicle when they are going off. I bought this vehicle for the safety features knowing we would have 4 children in it. I have tried to resolve the issue with the dealership who said they cannot do anything and you have to deal with the customer care line. I also reached out to them multiple times and no one has been willing to work with me. The offered me to "buy another" vehicle and start a new contract. Why should I have to do that when the vehicle I have is not performing as advertised. I went with VW since they are suppose to be known for their excellent customer service. That is not the experience I feel I have gotten.

  Business response

  04/12/2022

  Earnhardt Volkswagen is aware of **************** concern. The service department replaced the parts under warranty that the customer claimed were malfunctioning, however, we were unable to duplicate the errors ************** was experiencing and there were no faults present in the vehicles system. Earnhardt Volkswagen has done everything they can to remedy the concerns and reached out to Volkswagen ************* at the manufacturer level. They were notified of the issues and the precautions Earnhardt Volkswagen took to address the concerns and offered a resolution to get ************** out of her vehicle and into an identical one, but she was unwilling to accept. This is a manufacturer issue and Earnhardt Volkswagen admits no wrongdoing. At this time, the dealership is unable to give ************** her requested resolution, but in the event she would like to trade her vehicle in and purchase a new one, we would be more than willing to assist.
  
  ****** De Los ******/Authorized Representative of the dealership

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