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:10/07/2024

  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.

  On October 26, 2022, the failed battery in my 2021 Volkswagen Atlas was replaced at Galpin Volkswagen while the vehicle was still under warranty at ****** miles.Approximately one month later, on November 26, 2022, the vehicle unexpectedly caught fire and was completely engulfed in flames. Following the incident, the fire department determined that the cause of the fire was electrical in nature.On July 17, 2023, an independent inspection revealed that the connection of the batterys positive terminal to the multi-fuse had been loose. This connection is a vital part of the vehicles electrical circuit, through which a substantial amount of current flows. Upon further examination, it became evident that this loose connection existed prior to the fire and was likely present since the battery replacement.Volkswagen also conducted its own analysis of the removed components and determined that there was no inherent defect in the vehicle itself. Instead, the fire was attributed to the loose battery connection identified during the inspection.The fire that ultimately destroyed the vehicle and areas around causing damages to the *** common areas was caused by a loose connection.The cost of the loss and damages are over $60,000

  Business Response

  Date: 12/16/2024

  
  We reviewed Ms. ******** complaint against Galpin Volkswagen regarding her 2021 Volkswagen Atlas.  While we were dismayed to learn about Ms. ******** experience with her vehicle, we disagree with and deny all of  Ms. ******** allegations against Galpin Volkswagen entirely.  In fact, its important to note that Ms. ******* has already filed a lawsuit against Galpin Volkswagen based on substantially the same allegations.  The lawsuit did not proceed against Galpin Volkswagen and Ms. ******* dismissed it with prejudice on October 31, 2023.  That matter didnt and couldnt move forward because Ms. ******* did not have a valid claim against Galpin Volkswagen. We are dismayed to see Ms. ******* continue to share these unfounded allegations and request that this complaint be withdrawn and closed as soon as possible.   Thank you. 
  
  

• Initial Complaint

  Date:06/14/2024

  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.

  Took my VW Taos into the dealership cause it was leaking fluid. It's a brand new car, probably 6 months old. No one told me there was a charge for them to look at my car.Next day, dealership calls and says it'll be $3,000 to fix my car, and i can either do have them do the work or pay $238.95 for the inspection.When i picked up the car, the consultant told me she forgot to ask me if i would agree to do the inspection. I need up paying the $238.95 since they would not give me my car back unless i paid.I have tried called the Service Manger 2-3x times over the last few days. No one calls back.

  Business Response

  Date: 06/19/2024

  We reviewed ******************** complaint. Galpin values its customers tremendously and always strives to provide a positive experience. We've reached out to  **************** and we were able to resolve  his concerns to his satisfaction. 

  Customer Answer

  Date: 06/26/2024

   
  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:05/30/2024

  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.

  The transaction was made 7/12/2023, the car was serviced due to an engine light that was on and off indicating possibly a repair. After a diagnostic, the car had a valve change, a ribbedbelt replacement; changed plugs; fluid exchange and cooling system cleaned out. On 7/19/2023, I picked up the car and drove it across the street to pump gas. I noticed that the car was not speeding as much, but I thought it was cold so I checked the coolant level and learned that the tanks was empty. There was a shop on the other side of the gas station so I stopped to buy coolant. I poured the coolant and turned on the car again. The light came on, this time it was steady. In less than 10 minutes, I was back at the dealer and the technician checked the car back in. On 7/25/2024, i came by to check on the car because they were taking too long and learned that the transmission needed to be replaced. The repairs would cost up to $5,000 and possibly more because they were not sure exactly what was wrong with the car. After a long conversation with the mechanic, I learned that he drove the car without cooling, the tank was empty. I took a picture. I questioned the mileage because the paperwork indicated more mileage than what the paperwork documented. but the mechanic denied driving it that much. On 7/28/2024, Another mechanic spoke with me and told me that he supervises less experienced mechanics because the company hires more of them and less of the higher salaried mechanics, but he does what he can because the dealer prefers to work on newer cars with warranty. I believe the dealer allowed a mechanic to work on the car who drove it without coolant and did not know that the transmission was possibly going bad. He basically drove it too fast and too much which contributed to the failure of the transmission. In any case, the car was not diagnosed with transmission problems it was until the dealer called me to pick it up and I drove it less than a mile that the light came on again

  Business Response

  Date: 08/08/2024

   At Galpin Volkswagen, we deeply value our customers and are committed to providing a positive experience.

  We have thoroughly reviewed ********************** complaint regarding the service of her vehicle. After careful consideration, we believe that all necessary repairs and maintenance items were addressed and communicated to the customer at the time of service.

  At this point, we are unable to offer further remedies. However, we are more than willing to discuss this matter further with ****************** if she would like. 

• Initial Complaint

  Date:05/09/2024

  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.

  I leased a car through Galpin Volkswagen and was told by the leasing coordinator that I would get back my last months payment. I paid my Tiguan April 18th and got a new car April 26th well within this 10 day refund period I was told by Volkswagen Credit. I was not told by Galpin that the pay off for my leased car I turned in included the April 18th payment. I paid first months payment on my new car of $668 April 26th. I have spoken to Galpin and VW credit and now Im being told I will not be receiving a check for the last months payment of $558.18 on my turned in leased car. I would not recommend Galpin as they are shady and take advantage of their customers. I am asking for my refund of $558.18 and I will no longer do business with them.

  Business Response

  Date: 05/20/2024

  Galpin values its customers tremendously and always strives to provide a positive experience. We take the matters **************** complained of seriously and have reached out to her to discuss and address her concerns.  Were pleased to report that Galpin resolved ******************** concerns to her satisfaction. 

  Customer Answer

  Date: 05/21/2024

   
  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:10/03/2022

  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.

  Took car in to have trunk latch fixed. Dealership broke trunk spring and is blaming me. Wants to charge more to fix it. It was not broken before it was left for repair. They have had car for 7 days so far. Won't give loaner. Have lost wages due to no vehicle for so long.

  Business Response

  Date: 10/31/2022

  Mr. ****** came in to our service department with a trunk concern, the trunk would not open. Upon inspection and once we got the trunk opened, we recommended a trunk latch and also found the left trunk shock failing (not holding up). Customer paid for the trunk latch but is claiming we damaged the trunk shock. It is snot possible for us to have damaged it as it's an internal component holding pressure that is just giving out. We strive to make our customers happy to the extent we can, so we are happy to discuss this matter further with Mr. ****** if he would like.

• Initial Complaint

  Date:08/29/2022

  Type:Billing 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 recently took my vehicle in for service due to 3 open recalls when I tried getting my registration And was unable to due to the recalls, one of them being the Engine Control Module ECM (24FI) because without it I am unable to get my current registration, I paid the fees just so I would not get charged any penalties. After a month of the vehicle being at the dealership (Galpin VW) they were unable to fix the problem (24FI) and now I am stuck with the vehicle with expired registration. I have two small children (a 3 year old and 1 year old) Galpin Volkswagen has really been a hassle to deal with down to them being unable to provide a loaner vehicle or at least a rental. I would appreciate any help I can get. You can reach my direct number at ****************************. Thank you very much.

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 8, 2022/09/16) */ We always strive to provide the best possible experience for all our customers. Unfortunately, the repairs could not be completed due to an error malfunction when trying to configure the software and needing further diagnosis. The customer declined further diagnosis. *********** is not the registered owner of the vehicle, our service departments staff has communicated with the registered owner directly and she she have any further questions or concerns we are happy to discuss with her directly.

• Initial Complaint

  Date:08/02/2022

  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.

  Since this egregious act happened VW North America was made aware of what Galpin VW did to my vehicle while in their care for recalled part. Galpin VW has NEVER asked to see the damage that they did to my car. ALL letters/emails have gone unanswered. 1st I was called by *************** and told that my car was ready to be picked up but that my car had rusted spark plugs (NOT TRUE) and they wanted $280.00 to replace all 6 spark plugs. I replied NO my spark plugs are new I had just replaced them. ***** then called me back again and said "***** this car really needs spark plugs because now misfiring very bad" I then demanded to speak with ******* again to demand some answers with this disaster that was unfolding. ***** put me on hold and then came back and said "*****, we are going to fix the problem at no charge" and I reminded ***** NOT to remove my new spark plugs and if they did, I wanted them returned back to me and he agreed. Then after a few days I received a message telling me that my speed sensor was now bad (NOT TRUE EITHER) and it was going to cost $800.00 to replace. ***** had already told me that the mechanic put in gas and that is when my car began misfiring. Bottom line is this.... after having my vehicle for ten days I demanded for them to either drive it back to me or tow it or I was going to start renting a car. I was told that the car was misfiring but the truth is this. MY VEHICLE WAS ABUSED AND RETURNED IN UNDRIVABLE CONDITION. Car returned via tow truck with missing parts, interior parts damaged/broken. Someone had also lifted the rear seats and sabotaged my fuel system and then put the rear seat back in the upright position. I made the statement "you have sloppy mechanics" was not the best idea however this had turned into a circus act and my trust had vanished. Galpin was *****bent to extract money for unneeded repairs and when I wasn't willing to play ball they retaliated. Shame on you Galpin. I want for this matter to be resolved immediately.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/16) */ Galpin Volkswagen always strives to provide the best possible experience for all our customers. We have accommodated **. ***** on several occasions. Despite our efforts, there does not appear to be anything within reason that Galpin can do to satisfy **. *****. We wish him well. Consumer Response /* (3000, 8, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is laughable and a lie. Here is a perfect example of what I have been dealing with.... My car was returned with a $500.00 part missing from the underneath of the car. It's called an engine protection panel and its huge in size and mounts to the underneath of the car where there is a lot of dirt and road grease. This part can be very dirty and should never be put inside the passenger compartment due to the size, shape, and its rude to put such an item inside the drivers seat and passengers seat area unless you have zero respect for others belongings. My vehicle is a SUV with plenty of space in the back so why did someone decide to cram the part into my front passenger compartment? Galpin removed this panel from my car and then crammed it into the cars interior and it caused damage to the "B-Pillar headliner cover, the dash switches and the AC/ heat climate control adjust knob however when the car was put on a tow truck Galpin decided to remove the panel and keep it instead of returning it back to me. Mind you that ************************************************************************************************************************************** I was not prepared to be dealing with this kind of senseless act. But because the part was stolen I emailed them over and over until they replaced it. I was told that this was a "courtesy" but I quickly responded with email saying "how can you call something that you removed from my car and kept a courtesy? A real courtesy would be something like Galpin admitting that they wrongfully kept a very expensive part and since I am dealing with health issues, they would bring the part and maybe have one of their mechanics install it since they were the ones who removed it and kept it. Galpin can pretend that they did nothing to intentionally damage my car but the facts show otherwise. My vehicle was there for a free recall but Galpin decided to turn this into an act of aggression because of their failed attempts of charging me 1,100.00 for unneeded parts that are still on my car to this day and still functioning as they should. I would be doing my community a huge injustice by walking away without making the public aware of this kind of bad behavior. 95 percent of all Americans have no idea of what an automotive part even does let along what it should cost to replace it, and they put 100 percent of their trust in the car dealership service advisor to being honest. I am going to spend however many years that I have remaining bringing this matter into the spot-light. The people ************************** deserve better, and I intend to get my story out and to get justice. Reached out to following people with no response whatsoever. PERSON #1 sent emails *************** (service advisor) got no response PERSON #2 sent emails, certified letters, left voice messages **************** (service manager) got no response PERSON #3 sent emails ************** (general manager) got no response PERSON #4 sent email President and CEO ************** got no response. Galpin VW has my cell phone number and to this day not one person from the list above has acknowledged that I even exist since I filed my complaint with VW Complaint department. The only person that I had any communication with is ***** who is the new service manager. Up until this egregious act happened, I was a lifelong VW******** fanatic. I will no longer support or buy any VW Group car and I intend on selling or disposing of everything VW. Galpin appears to be making up for losses during COVID or maybe they are simply snake oil salesman who will say anything to make a sale. I can only recommend that anyone who brings their car to Galpin go get a second opinion by a good independent VW repair shop who will more likely be very transparent and honest about needed repairs. who Again, Shame on you Galpin. Business Response /* (4000, 17, 2022/09/09) */ Galpin Volkswagen takes customer satisfaction seriously and we reviewed **. Meyer's concerns carefully. Galpin Volkswagen prides itself on providing top notch customer service and on its adherence to applicable laws and safety standards. We strive to make our customers happy to the extent we can, but we have done everything within reason to address his concerns. We wish him well.