Complaints

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.

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We paid off our vehicle loan and cancelled the *** policy. When we reached out to *** they said the refund was mailed to Lasher at their former business address. We went to the new dealership. At Lashers old address and they said the check was forwarded to Lasher. We have been back to the new dealership to follow up and they sent an email attaching the cancellation form. It has been over 2 months and no check has been received. We paid off our vehicle before 2 years and it was on a 72 month loan. There should be a refund due. Which *** did not want to share. Why wouldnt this check be sent to the owner of the vehicle instead of the dealership. *** further said they cannot reissue the check without the dealership requesting this action. But if the dealership doesnt exist any longer why cant they reissue the check.

  Business Response

  Date: 12/09/2024

  A check for $ ****** will go out this week.  I get 100's of gap refunds and if I dont have backup for the refund ( as banks send them randomly ) I have to research each one.  That in itself is a timely procedure

   

  Customer Answer

  Date: 12/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I traded my vehicle that I purchase from Elk Grove Dodge Chrysler Jeep Ram on December 2022. When I bought this vehicle I purchased extended warranty. I've been trying to cancel my warranty theoight dealership but I get told that they were bought out and they give me this person to email **************************************** this person has not replied to me in over week and I just want to cancel *** get my money back. Please issue me my refund

  Business Response

  Date: 07/30/2024

  Elk Grove Auto Group, *** dba Elk Grove CDJR, was sold to Knight Sacramento CD, *** and ownership change took place on December 6, 2022.  This customer bought this vehicle under the prior owner, Elk Grove Auto Group, Inc.  I did reach out to the person that is closing out the business for Elk Grove Auto Group, ***, on behalf of the customer, and have attached her emailed response here.  It looks as though the customer filed the complaint on the 17th of July and she replied to him on the 22nd of July.  Since Knight Sacramento CD, *** had nothing to do with this complaint, we would like it to be closed out and removed or marked resolved from our BBB record.

  Customer Answer

  Date: 07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:12/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Complaint that parts supplier refuses to refund Elk Grove Volkswagen parts purchases their parts department will not accept or refund any parts that are electrical in nature or not normally stocked, but their invoice does not clearly state NO REFUNDS, but is instead worded for the conditions where they will refund purchases with a 20% re-stocking fee. The dealer charged more than $300 in advance for a key fob replacement and refused to refund when I cancelled before receiving the item. On Nov 25, I visited the Elk Grove Volkswagen **************** and the parts counter representative proceeded with ordering a new key fob and emergency key for $319.13 (paid in advance) and explained that it would take normally **** days to arrive, when I would need to pay an additional $225 and schedule a service technician to program it to my vehicle. (Invoice #******)On 11/29/23 I received the "lost" key fob on Saturday morning 12/02/23.Since I had not received the item ordered, I called Elk Grove Volkswagen on 12/04/23 at about 8:30 am and was connected to ***** in Parts I explained that I wanted to cancel the order because the original key fob had been found and returned. ***** told me that it was a custom order and not returnable and was made for the *** and was an electrical item that could not be returned. I explained that the receipt did not indicate NO RETURNS only that they may be subject to a restocking fee. ***** kept saying it was a custom order specific to my *** which is shown on the receipt. I explained that every invoice for the vehicle has my *** number on it. I was not getting any resolution in my conversation with ***** and said I would contact a manager to elevate the issue and ***** replied GOOD LUCK.Request BBB contact Elk Grove Volkswagen to assist. I am still requesting cancellation of my order (Invoice #******) and a full refund of the $319.13 cost for parts ordered prior to being received.

  Business Response

  Date: 12/11/2023

  Unfortunately this key is made for ******************* car as ****** had said.  He also told *************** that it stated on the receipt no returnable.  Keys are an electrical part and are NOT normally stocked.  *************** did call in again to express his feelings.  At that time I explained the receipt did say that we would not take the item back.  He agreed, but was still not satisfied.  I did offer to have the key programed at a much lower fee, because he's a previous customer.  The last thing we want is to lose a customer.

• Initial Complaint

  Date:03/29/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On March 10, 2023 I contacted Lasher's Elk Grove Dodge dealership inquiring about a "Last Call #7" edition Dodge Challenger. It was going to be revealed by FCA/Dodge on March 20, 2023 in *********. I dealt with a *************************, sales person. He told me he would reserve one of these specialty muscle cars for a $10,000 deposit and $100,000 over MSRP if the dealership received allocation. I told him that was way too much to pay over sticker and got off the phone with him. A couple of minutes later he called me back and said that his dealership is not into gambling with reference to whether or not they will receive allocation or how limited production cars will be produced, which would make it more valuable. He then offered to hold a spot for allocation for $50,000 over MSRP, which I agreed to. The next day I paid $10,000 with my **************** card to secure a vehicle if his dealership was allocated one. He had me sign a ********** sales receipt and forwarded me an AMEX receipt and dealership receipt. March 20 the car was revealed. It is called the Dodge Challenger Demon 170. His dealership was allocated seven vehicles. They will make up to ***** units. With that reveal the next day I received a call from another dealership telling me they had allocation, and they would sell me one for $10,000 over MSRP. I called **** and he was not in. I spoke to a salesperson and explained the situation and said I wanted to speak to **** about a refund of my deposit if he was still sticking to the $50,000 over. I was told I would receive a call back. In the interim the other dealership called me back and told me they made a mistake and that all their allocation was sold. **** finally called me back and `questioned me about the refund. I explained what happened and told him I was still sticking with the deal we had at that point. He told me that the following Monday, March 27, 2023 he would be able to configure the car with me for the options available and order the vehicle. The Thursday before, March 23, 2023 he called me back and told me they were refunding my deposit because the manager decided to sell them for $85,000 over MSRP. He said unless I was willing to pay that overage, he was refunding my deposit. I told him this is extortion and argued with him, then hung up after I told him I am not paying $85k over sticker price. With that I contacted AMEX, since he and his dealership are untrustworthy liars and filed a complaint. I have received my deposit back. This dealership should not be allowed to operate in this fashion and in my opinion should have their dealership license revoked. I warn everyone not to deal with this dealership.

  Business Response

  Date: 03/30/2023

  The Gentleman called in and cancelled his order because he found a better deal elsewhere.  Unfortunately it did not work out for him there and we filled the slot with an another client. I'll be happy to reach out to him if any orders fall out.

  Customer Answer

  Date: 03/30/2023

  I am rejecting this response because:************************* called me back and I explained the situation as indicated in my complaint. He indicated that there were still a couple of opened slots so if I wanted to keep the deal I had to let him know immediately.

  I told him I was still keeping our deal at that point. He acknowledged it, mentioned nothing about paying $85K over sticker  and indicated I would hear from him March 27 to do a zoom call to configure and order the vehicle online. He called me back a couple of days later before March 27 to demand that I pay $85K in lieu of the $50k over sticker otherwise he was cancelling the deal. I told him this is EXTORTION, however he did not care and said this is the deal, agree to pay $85k or we are refunding your money. 

   

  This dealership is not being truthful about the facts. I would put my hand on a bible and attest to the truth of what I have stated above.

  
  

  Business Response

  Date: 04/10/2023

  We have refunded the customer in full, not sure what else I can do for this client.

• Initial Complaint

  Date:03/06/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  I purchased a car from Audi of Elk Grove in *************. The purchase was made online as I live in Eastern ** about **** miles away. I first inquired about the car on Tuesday 1/31 but was informed the car was sold. I explained that if the deal falls through to call me as I would still be interested. On Saturday 2/4 the car was till advertised for sale so I called back. Their previous sale did not work out and the car was still available. I spoke with both ********************* and ************************* at the dealership. We worked out at deal for the asking price of $17777. I explained that I had financing worked out locally with First ************************** They stated that they also needed me to apply for credit with them as a secondary because it was an out of state purchase they needed a back up. They said it would be used in case my financing fell apart. We agreed and they stated i would be contacted with someone from the finance department on Monday 2/6. That never happened but the paperwork to sign showed up on Wed 2/8. I filled it out and sent it back the same day. I should not have filled it out without them going over it with me. The charged me another $2053.25 for brightline paint protection and key replacement. I called them on Saturday 2/11 as I had not received any additional information. They stated they had not received the paperwork back. However I tracked it and it was delivered to them on Thursday 2/9. They said OK and we were all set. I arranged for pick up and delivery and received a call that the deal was not ready yet. I had already set up the delivery and asked to just terminate the deal at this point. *** said i could not. The car arrived Wed 2/22/23 with no paperwork. As of this time I have still have no paperwork and am unable to register the car. I am unable to get anyone to call me back. The car is also not in the condition advertised and they will not call my banker back either. I have more to explain but i am out of room

  Business Response

  Date: 03/10/2023

  Hello, out of state deals can be frustrating. We did have our finance person go over all numbers before we agreed to send paperwork to customer. The normal process for ** here at Audi Elk Grove, VW, Acura, Dodge and ****** is that once the paperwork comes back signed, we need to be funded before releasing the vehicle. The reason behind this is that if there was a funding delay and the customer is out of state it is very difficult to get the customer to resign any docs. I do know that this customer did call multiple times asking when he can pick up the vehicle and we had our finance person call the bank to get deal funded as quickly as possible. As far as the Brightline package, our sales person and finance did communicate that the price we were offering out the door did include these options and customer did agree to the deal and then gave his **** over the phone to get paperwork started. The paperwork then made its way to the customer and had a break down of all fees and pricing. Customer signed more than 19 times acknowledging the Brightline package. Some of the forms that were signed were even titled Brightline.  The vehicle the customer bought is a special rare car and it makes sense that he found ** on the other side of the country. We pride ourselves of great cars and great customer service. I personally apologize if there was any miscommunication between my sales staff here and the customer .   

  Customer Answer

  Date: 03/13/2023

  I am rejecting this response because:The response is not accurate at all.  At no time did anyone at the dealership go over any paperwork with me.  The paperwork just arrived at my house.  The extrea $2500 was never explained and when I tried to terminite the deal I was told that I could not.  It is now 3/13/23 and I am still not able to registor the vehichle in ** as I have no paperwork.  The vehichle arrived with a roof that leaks, rusted rotors and I believe brkes that need repair.  I am unable to conform the brake and rotor issue as I am legally not permited to drive the car without registration and inspection in **.  I think this is why noboby from the dealership will call me or my bank back.  Unfortuatley my next step in to contact the ** attorney generals office to open up a fraud investigation and to seek my lawyers advice.  I find it completely unacceptable that a major dealership would treat a customer like this regardless of the cost of the vehicle or the state of purchase.  As of this email I still have yet to recieve any information from the dealership.
  

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I brought my vehicle into the Audi dealership to have the tires replaced. I was assured that I would be able to pick up the vehicle after work, but I received a call from the service writer ********************* right before closing stating that I had to come and pick up my vehicle before he left. I picked up my vehicle, but had to return to work, so I didnt have time to check out my tires. Upon returning home that night, I observed that there was lubricant left all over my tires and rims. I also realized that my right front rim had been scratched in two places and it appeared that the lubricant had been burnt onto my rims. I called the Service Manager *************************** and advised him of what had happened. He assured me that he would fix the issues with my rims. I brought my vehicle back to the dealership to have the rims repaired by their detailer. Upon receiving my vehicle back the second time, the issues were still not resolved. I called ****** again and advised him that my front right rim looked perfect, but the other three rims still looked stained by the lubricant. ****** was extremely rude and argumentative and told me that the damage had not been done at the dealership. I called and spoke with the General Manager *************************. He told me to bring my vehicle back so he could look at it. When I brought my vehicle back, ****** and **** were adamant that my rims had clear coat stripping and tried to wipe away the damage, which did not work. ******* looked at the rims and said that it was clearly not clear coat stripping and they would polish the rims for me. The vehicle was brought back to the dealership and they didnt even polish the rims like they said they would. ****** and ******* were both insistent that the damage did not happen at the dealership and wanted me to pay to have the rims repaired myself. I expressed to them many times that my rims did not look like that prior to coming to their dealership, but they absolutely will not help me or take responsibility.

  Business Response

  Date: 11/07/2022

  We had two shops that specialize in wheel repair and detailing. Both facilities states that the staining/damage to the wheels was beyond a polishing. The finish on the wheel is oxidizing or peeling and that the wheels had been previously repaired/refinished. We were almost certain this would be the case before we agreed to attempt to polish the wheels. As a gesture of goodwill be offered to pay for half of the cost to have the wheels refinished. The customer declined the goodwill assistance. We also offered to reimburse the customer the cost of polishing materials if they wanted to attempt themselves and also their time within reason. We also tested the lubricant on a discarded wheel and left out in the sun for several days with no issue to the finish. We have never had a customer complain about wheels stains or blemishes after using same lubricant when installing tires. 

  Customer Answer

  Date: 11/07/2022

  I am rejecting this response because: I dont think you can say you are offering a goodwill gesture towards a customer when you are expecting them to pay 50% to repair damage that you caused to their vehicle. I told the employees multiple times that the rims didnt have any damage prior to bringing my vehicle to their dealership. The employee that worked on my vehicle didnt even say anything about scratching my rim, most likely by dropping a tool directly onto it. The general manager who looked at the rims afterwards even stated that the rims did not have clear coat stripping. If you do a ****** search for rims that have clear coat stripping, you can see that clearly isnt the issue. I also spoke with multiple car experts that stated that was not the issue. The rims didnt just happen to start doing that after coming to this dealership. The damage to the rims was clearly caused by the lubricant etching the clear coat. The employees are trying to make it seem like they recreated what happened to my rims, but they absolutely did not. They left a different rim out in different conditions that was never put on a vehicle and driven. The general manager told me that they would try to polish the rims to fix the issue and then didnt even keep his word. The service manager has only tried to blame me and act as if Im lying about the condition of my rims prior to taking it to the dealership. He clearly doesnt want to take responsibility for the terrible work of the employees and even told me that customer service isnt rolling over. All of the employees have stated that they dont think the damage happened at the dealership and yet they clearly have no car experience. I dont understand how any of them work at a car dealership. The fact that lubricant was left all over my rims and tires after the service is outrageous in the first place. Even brands that arent luxury wouldnt do that bad of a job on a service. I basically paid this dealership $1600 to ruin my rims. This dealership is a disgrace to the Audi name. I understand why this Audi dealership is the only one with a F on the BBB and isnt nearly as busy as the others in the area. 
  

  Business Response

  Date: 11/08/2022

  If you can have the wheels polished to remove the "etching" and are willing to provide a receipt and photos, we will consider reimbursement within reason. Also, if you can provide photos of the wheels that are dated prior to tire install, within a reasonable amount of time of the date of tire install, we will reconsider as well. I believe one of you mentioned on the phone you have such photos. If not, unfortunately we cannot offer more than 50% to have wheels repaired/refinished. Thank you. 

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Purchased a new Audi A3, 2020, noticed immediately that when reversing for turning there was a grinding noise coming from the undercarriage. Took the vehicle multiple times to both Elk Grove and ************ dealership. Both dealerships acknowledge issue and tried to fix it but could not. Finally, reached out their customer service/buyback department to reach a solution. Provided several options, one being that they fix the noise. Have not heard from them and have sent emails with documentation showing we have tried to work with their auto shop with no success in fixing it. I want the car, I make timely payments and I need the vehicle, it's my only source of transportation. I am reaching out to your organization in hopes of settling this issue because I am noticing that the noise is becoming worse, and I am afraid it's affecting the car in more ways than before. I even purchased extended warranty at the time of purchase. No one is getting back to me.

  Business Response

  Date: 10/11/2022

  The vehicle was last here on 3/16/22 at ****** miles to address a scrapping noise. We replaced the front brake pads and left front rotor due to a defect in brake pads that damaged the rotor. The noise was no longer present after this repair. This is the first I am hearing that the noise is still occurring. We are happy to address the noise if it is still occurring. Please call **** at our service department. As far as buy back or repurchase, you will have to contact Audi of ******* and they can assist with that. We do not handle that process at a dealer level. Thank you. 

  Customer Answer

  Date: 10/12/2022

  I am rejecting this response because: I appreciate you offering to look at the vehicle again, but that is the problem.  I have brought the car to Elk Grove Audi on 11/20, 6/21, 7/21, 8/21 and 3/22.  I also took it to the ************ on 10/19/21, I believe there were more visits to that location, but I have receipts for those days addressing the noise. Each time the car is fine for a few days only to resume with the same issue.  This in itself seems suspicious.  My car is new, and I should not be going back and forth like this.  After some time finally, someone at the dealership did offer to begin a repurchase or replace option.  We sent an email to *****************.  This information was provided to us be *********************  We sent the required documentation on 7/22 and then again 9/22.  We have not heard from anyone. I did however receive confirmation that my email was received and that they had 20 days to respond.  I have all those emails as well.  I dont want to be redirected, and I dont want to collect data to send it to someone only to be ignored. I just want to my car fixed so that I dont have to continue bringing it back over and over. We stopped working with Elk Grove Audi because after so many attempts at fixing the issue it was clear they did not care and only provided temporary solutions.  I am extremely disappointed. I worked hard to save for a car, I did a lot of research to find the best vehicle and felt Audi would deliver, sadly, they have not.  
  

  Business Response

  Date: 10/13/2022

  If you want the car fixed as you stated, you have to bring the car in. We cannot fix it if you are not willing to bring it in. If you do not want to bring the car to us here at Elk Grove Audi, you can try ************ again. If you want to further pursue a repurchase, we cannot process that at the dealer. You'll have to follow up with your contact at Audi of *******. These are the option as this time. Really sorry you are having so much trouble and frustration. We want to help, and this is the help we can offer or suggest at this time. Thank you.  

  Customer Answer

  Date: 10/13/2022

  Hello,

   

  If I bring the car to your location, I need you to guarantee that you will fix the issue absolutely.  I don't want a temporary fix. I will also need a loaner vehicle while you keep my car as this is my only means of transportation. If I bring the vehicle in and it starts to make the same grinding noise when turning and reversing, I believe this will make 7 times we have worked with Audi to fix the issue.  If the issue persists after this 7th and final attempt, I will enact Lemon Law. 

  I ask that you place yourself in my position and what you would do and feel if this was happening to you.  I then ask you to give me that same empathy and help me fix this issue once and for all.  

  If you can do those things, I will bring the car in, and we can drive the car together; so I can show you what is wrong, and we can schedule the best time and date to fix the car.

   

  Thank you.

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

   

  Business Response

  Date: 10/20/2022

  We are happy to address your concern and repair as needed. I have no problem if you would like to test drive with the ******* and demonstrate the noise, so we know what the complaint and noise is and go from there. I will make sure we have a car for you to drive. Sometime next week is best. Please call me at ************ to schedule the appointment. Thank you.

  Customer Answer

  Date: 10/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern and find that this resolution is satisfactory to me.
  

  I have called, 10/25/22, and left a voicemail with the number referenced, which belonged to *************  

  Thank you,

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

  
  

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My vehicle had a recall on a exhaust sensor. Took my vehicle over a year ago for the repair and part was on order. Never received a call back. Continued to have this problem for over a year and now the vehicle is no longer operational. Towed the vehicle in for repair and got initial repot that the vehicle was going to be covered under warranty due to them never contacting me for the recall and the recall was at fault for the engine issue. After about a week I was told my vehicle was ready as I was on my way I received a call back that there was a miscommunication and that my vehicle was not ready and that it was going to need a new engine. They requested my service records for the vehicle which I provided. They then told me that my records were not sufficient enough to cover the warranty. They wanted 8 receipts with my name and vehicle vin number on it to show proof of maintenance. Due to the pandemic and closing of many service providers I could only provide 4 receipts from ********** which was one for every year since I owned the vehicle and my check book receipts for buying the oil and oil filter for maintenance purposes by a family friend. The service department told me that my maintenance records were not efficient enough and that I would have to pay for all repairs which exceeds the value of the vehicle.

  Business Response

  Date: 10/07/2022

  Spoke with ********************** on the phone to let him know  know we want to work with him and get his car fixed .Volkswagen requires proof of maintenance when finding sludge in a motor. Lack of maintenance is usually the main factor in this case.

  The records that were provided were quotes or personal records. Volkswagen is asking for actual invoices of these services.      ll us why here...

• Initial Complaint

  Date:06/06/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In 2021 I got my car service here because my convertible top was broke by the detail shop that did the wrap on my car. I took it to this Volkswagen service place to get service after they fix the top it came with a 12 month warranty or ****** miles warranty this spring when I pulled my car out the very first day The top would not convert all the way down I notified them and took my car in to be serviced where I was told it was my battery I paid $280 for them to replace the battery. The first day I picked my car up the top stopped working then they told me that it was the window motor I took the vehicle back in to get the window motor service am I remind you they are charging me every time not once did they allow my warranty to take affect upon receiving my vehicle back this time there was nicks in a big scratch on my vehicle as well as dents on the area where they was working on the vehicle which is the driver side small back window there's a dent and peeling scratches where that window was fixed as well as the back of my vehicle was a large scratch affecting the light scratching the vehicle and damaging the wrap. I was told by the manager gym of the service department that they will not only fix my top but they will also replace the wires inside that he know this would need replaced in the near future he told me to go get some estimates and I did sell the color that my car is is custom color mini shops that I will have to do the whole car over I found one shop that was willing to do just the back area which would be both fenders in the trunk so it matches I sent the estimate to *** in the service department and not only did he renege on his promise but he blamed me for the scratches got very rude with me cause emotional distress. I would like my warranty respected and refunded for the charges of these last two visits as well as the $3750 to repair the custom wrap job that they damage doing the work.

  Business Response

  Date: 06/07/2022

  Tell us why here...In July 2021, when the Eos came to our shop for diagnoses for the convertible top not operating, we found that 2 of the top flaps were not working. We Repaired the top flaps and found other issues that were repaired as well. Her warranty is 12 months or 12 thousand miles for that specific repair.Several months later in March of 2022 her battery went dead, and she had a rear window motor issue. We charged and tested the battery, but the battery failed. We replaced the battery and sold the window motor. The window motor was discounted and installed at no charge for labor as a goodwill gesture. As these are not part of the top warranty or any other warranty, I also told her I would help with the cost of the string kit for the top. She declined at that time, but my offer is still valid. We do not believe the dents and the scratches occurred here as several weeks went by before notifying us of the dents and scratches.

  Customer Answer

  Date: 06/13/2022

  I am rejecting this response because: The only reason why it was days after was because I was out of town not weeks and I have photos proving as well and *** in service already told me they would fix the wrap job as soon as they seen the cost they went into denial I'm 100% sure and have photos of th car before it was dropped off and a pic upon picking up as well. They offered to fix the cable  as well then As I stated before they declined every time I dropped my vehicle off we do a walk around and I sign it they cannot show you a document signed where I approve that those marks was there upon dropping off now all of a sudden all the documentation of the walk around that I initialed are not initial and are missing I would like them to keep my keep their word and fix the Wrap job in the dance that they put on my car during replacing my window motor
  

  Business Response

  Date: 06/16/2022

  Sorry for any confusion or inconvenience. Nothing was ever declined with the string kit repair as I offered to help with that repair.  We have not seen the car since then.That was the same day I offered to help with some of the wrap. As a goodwill gesture. I reached out to you via email about the pictures you have, and we were unable to view them. I also communicated threw our service advisors stating we would like to see those pictures with time stamps. We have not received any pictures.