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Business Profile

New Car Dealers

Sunnyvale Volkswagen

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 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:08/15/2024

    Type:Service or Repair 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.
    *********************** doesnt want to fix my vehicle at Sunnyvale Volkswagen with the extended warranty that came with the vehicle he is the service manager there

    Business Response

    Date: 08/20/2024

    To whom it may concern,
    ****************** came into our dealer sometime in July with a check engine light on his 2010 ***** 3. I informed ****************** that we were not able to help with the diagnosis, and repair of his ***** because were a Volkswagen dealer and lacked the tools, and diagnostic information to properly diagnose his vehicle. I didnt want to waste his time, so I informed him that his extended warranty is good at any ***** dealer, and he should take the vehicle to a local ***** dealer of his choosing.  
    I didnt hear back from ******************, but on August 2nd I received a phone call from the extended warranty asking if I would release the vehicle, so that the ***** dealer could perform the work recommended. I informed them that I was releasing the vehicle, and the ***** dealer was free to perform the work. According to the extended warranty they approved the replacement of the Transmission Control Module, and the reseal of the valve cover gasket. They declined repairs to a drive belt and sway bar links because they were outside of his coverage. I spoke with ****************, the assistant manager at ************* *****. He informed me that ****************** didnt get the work performed.****************** picked up the vehicle after hours with his extra without informing anyone.
    ****************** then came into my service department on August 10th and stated he had the diagnosis, and wanted us to do the repairs. I once again informed him that I was not able to assist with this repair because we didnt have the proper equipment to perform the repair properly, and if there was an underline issue we would be unable to further assist. I advised him to work with the dealer since they already started the process, and I had released the vehicle so repairs could be done at the ***** dealer.
    In conclusion I was only trying to look after Mr. ******** best interest when I referred him to the local ***** dealership, or repair facility.Working in the Industry for over 20yrs. I know how specialized these vehicles are now a days, and didnt want to waste his time, or money trying to take on something I know my department is not equipped to handle.  
    If you have any further questions or concerns, I can be reached by phone at ************** or via email at **************************************



    Respectfully,
    ***********************

    Customer Answer

    Date: 08/26/2024

     
    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,

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

  • Initial Complaint

    Date:04/19/2024

    Type:Order Issues
    Status:
    Answered
    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.
    The business does not report correct tax info. Theyre skimming off the top. Making employees pay out come tax season.

    Business Response

    Date: 05/02/2024

    We have NO idea as to what he is talking about?  Please explain what he is trying to say or compalin about with clairity. 

  • Initial Complaint

    Date:06/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Deceptive marketing and sales practices by ** and this dealership. Blind spot monitoring and rear traffic detection are listed as standard features of the 2023 ** Taos SE on the ** corporate website and the Sunnyvale **'s website and its coded into the *** number specific to the car we purchased. The only place its spelled out what is missing is in the fine print of the window sticker under Options - this is not an intuitive place to look for things a car lacks. When I asked the dealer about this post sale, they pointed to a cryptic reference to rear sensor delete on a form allegedly shown to me during the car buying process. They did not provide a copy of this disclosure nor can they produce it post sale. The only thing my husband and I recall being mentioned while the car was sold was the lack of an auto tailgate due to chip shortages during assembly. It is deceptive advertising for ** and this dealership to market this car as having these safety features, when half way through the year, the majority of this model and others do not have it, and the dealer is well aware of this and danced around the issue rather than being forthcoming. I just want the car I thought I was getting with all the latest safety features, I would have waited for a car that had it, the $450 credit they applied does not make up for it.

    Business Response

    Date: 06/12/2023

    Hello,

    This matter should be between Volkswagen Of ******* and *******************.  The window sticker of the vehicle on the car and our purchase order that she filled out clearly states the option delete.  When she came back in we advised her to contact Volkswagen Of America customer care and that we have nothing to do with the cost of the missing delete option.  This moment in time,  the industry has missing delete options because of the supply chain issues.

    We did nothing wrong and hide nothing from her.

    Thanks,

    ****

     

     

    Customer Answer

    Date: 07/01/2023

     
    Complaint: 20061107

    I am rejecting this response because: Sunnyvale Volkswagen staff told me that they have a document that I signed stating the car did not have the blind spot detection.  They did not provide me this document when I purchased the vehicle.  I asked on two different occasions for them to provide me with this missing document.  They denied, stating they are unable to print a copy of this document.  I feel this matter is between them and me.  They sold me a vehicle that is missing a STANDARD FEATURE and THEY NEGLECTED TO DISCLOSE to me that it was missing.  Blind spot detection is listed as a standard feature on the window sticker.  

    Sincerely,

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

    Business Response

    Date: 07/12/2023

    The customer got ALL the legal documents and disclosures at the time of the sale.  There is nothing else to be said that has not already been told to the customer and there is no legal documents that the customer hasn't received.  The customer needs to contact ******************** ************* about missing features that are not on the car.  Thank You.

     

     

    Customer Answer

    Date: 08/07/2023

     
    Complaint: 20061107

    I am rejecting this response because: Sunnyvale VW claimed that I signed a document stating that the vehicle I purchased was missing the standard feature- blind spot detection.  Sunnyvale VW has been asked on at least 2 occasions to provide me with a copy of this document.  They claim they are unable to print a copy of this online form.  Therefore, they have not provided me copies of all the documents that I allegedly signed.  Therefore, this matter IS an issue with Sunnyvale VW.  


    Sincerely,

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

Sunnyvale Volkswagen is NOT a BBB Accredited Business.

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