ComplaintsforBob Penkhus Volvo Mazda Volkswagen

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my Mazda CX-90 Phev on 7/15/2023 from Bob Penkhus Volvo Mazda *** *******************************************************. I had gotten a divorce on 11/03/2022 and was looking to trade in my 2021 Chevrolet Suburban because it was in my ex-husbands name, and I couldnt keep it. He and I have 6 kids together, and our oldest has severe special needs. I was looking for a safe and reliable vehicle, that was large enough for my family, but wasnt such a gas-guzzler. I was excited about buying the CX-90. I wasnt familiar with hybrid vehicles, but when I learned that this was one, and that although it would be snug, we all would fit inside, I thought it would be a great vehicle for us. It wasnt really explained to me how this hybrid vehicle worked. Shortly after buying this vehicle, a light came on while parked. It was sometime in August 2023. The light was a system malfunction, and it would come and go. I called the dealership I bought it from in ****************, and they took it in, and checked out the vehicle. They also inspected the brakes, as I told them they were squeaking. They kept the car from 09/29/2023-10/06/2023, and said everything was fine. Shortly after picking it up, in October I noticed the same light was coming back on. Not only that, I had an issue with the liftgate getting stuck after an ice storm. It would not open. Ive never had a problem with this, with any other vehicle Ive owned after an ice storm. I also noticed some leaking in the car before that happened. I also had noticed that the car would not accelerate while in EV mode driving on the highway, which almost caused several accidents while trying to pass other vehicles. While trying to speed up in the city, this would happen and almost caused accidents there. This was very scary each time it happened. I called the dealership again in ****************, and they kept the car again from 10/31/2023-11/09/2023, and they said everything was fine. Between 11/09/2023 and 01/29/2024 which was the next time I had the car inspected, I was still experiencing the same problems. Not only that, but I was noticing that the car was jerking forward at times. Sometimes at slow speeds, sometimes while driving down the highway going 70 mph. Sometimes it would happen when the car would switch over from EV mode to gas. Sometimes the system malfunction light would come on at the same time EV Mode Cancelled Due to System Malfunction, and sometimes it would not, when it would jerk. This was also very scary, especially when it would happen going at faster speeds. I felt very uncomfortable and worried if something was going to happen to the car, was it going to stop suddenly? I was not feeling safe in this vehicle, and thats one of the reasons I bought this car, because they sold me on the idea that it was safe and reliable. I decided to switch dealerships and have the other Penkhus on ************************************************* check out the vehicle to see what they could find out. They kept the car from 01/29/2024-01/31/2024, and they said everything was fine. Except, they did say that they thought that charging cord wasnt locking in place when it was being charged. I made sure that the cord was in place correctly each and every time I locked it. So, if that was part of the problem, it is the way it was manufactured, not my fault. This worries me, as being faulty from the beginning.Between 01/31/2024 and 02/15/2024 I was still having issues. The same lights were still coming on, and more lights were coming on, and the car was still jerking forward, and I was still having issues accelerating while in EV mode. I contacted the dealership again, where I had previously just had it seen at, and discussed these issues again. I was going to move forward with the lemon law. I had contacted Mazda headquarters regarding this issue around in the fall of 2023. I started explaining my situation to ****** at Mazda. While working on my lemon law letter, ****** convinced me to send it back to the dealership in **************** to have them check out my car one last time. He said that I was high priority to them, and that all my issues would be looked at very carefully. I took my car in on 02/15/2024 and they kept it until 02/21/2024, and they said everything WAS STILL fine. The brakes still squeak, too. This has been brought up since the beginning, and it wont go away. Why? The one thing I noticed during their inspection video, was they did not address the two most important issues Ive had with this vehicle, and thats the lack of acceleration during EV mode, and the jerking. Since picking my car up this last time, I have still been having the same issues. The dealerships have checked out the car, and keep saying everything is fine. I am scared to drive my car. I do not feel safe. I have 6 kids, and I use my car every day. I have to drive an hour to get to ****************. I am tired of taking it to the dealerships and not having my car for an extended period of time while my car is being looked at for the same issues, and being told every time, that the car is fine. The car is NOT fine. This car has almost gotten me into several accidents, because of the lack of acceleration while in EV mode. It only gives me 19 miles, not even, more like half that or less in electric mode before it switches over to gas. I wish that I was aware of that feature, I probably wouldve gotten a different vehicle just based on that alone. My oldest son with special needs is ********************** pull **** and is non-verbal. He is almost 300 lbs, and 62 in height. He gets very aggressive. I have to drive him places in **************** and the jerking and acceleration issues alone are worrisome to me as he is blind and severely autistic, and notices when these things are happening, and makes him upset, as the drive is not smooth, and I have to put so much attention on the road while making sure hes not getting upset about the car and hitting me. Having to switch vehicles when Ive got the car being looked at has been a problem as well. I am a single Mom of 6 kids, I need a reliable car. I am paying a lot of money for this car. I dont have a lot of money. I am a Caregiver for my oldest son with special needs. I am afraid that once my warranties are over with, I am going to be stuck with this car that has these issues, and its only going to get worse from here. I am moving forward with the lemon law because I am convinced this car is a lemon.

  

  Business response

  05/06/2024

  After fully reviewing this situation and discussing it with all parties involved, we are at a point where it is out of our hands and in the hands of Mazda Corporation since the vehicle has had over 23k miles in just about 10 months. The customer has filed a complaint with ****************** Corporation and has requested the vehicle we evaluated as a lemon and purchased back. We have and will continue to do what we can for the customer to help. ****************** has requested all documents and facts sent over to them for review in the matter all have been sent from both locations. Any additional information we can provide to help get the customer out of this vehicle and into another we will. I will say the biggest issue we kept running into was that the vehicle wouldn't duplicate the problems the customer is having when the technician or managers at either store that drove it  (We even put a fair number if miles on it trying to get it to duplicate), nothing was storing code wise in any of the computers as an issue and with no check engine light there is nothing we can do to diagnose the problem. We do see what was stated for the milage range on the electric portion and agree that it is an issue and have explained that to Mazda. So, with this all said we will support the customer as much as we can to help get them out of this vehicle and into something that they feel is more reliable. 
  
  If Mazda won't do anything we can always look at trading the customer out of this vehicle and into something else, however there is always some depreciation that will happen with any vehicle and miles. 

  Customer response

  05/07/2024

   
  Complaint: 21637899
  
  I am rejecting this response because:
  
  

  I believe I am entitled to a replacement vehicle at no cost, not simply a trade. If the dealership would agree to a replacement vehicle, not a trade, I would be agreeable to that. As far as depreciation of this vehicle, I have had no satisfactory driving experience with this vehicle so I dont believe that I should absorb the depreciation. In conclusion, if Mazda itself does not provide me with a replacement vehicle at no charge, I will accept a replacement vehicle from the dealership. But simply offering to do a trade for a defective vehicle is not satisfactory. In lieu of a replacement, I would consider some form of monetary compensation. 

  
  Sincerely,
  
  *****************************

  

  Business response

  05/07/2024

  I can appreciate where you are coming from however, the company is not going to take your vehicle with over 20k miles driven for the last year and just give you another one that is not how it works. The path you need to take is the one you are on with Mazda; they are the only ones that can give you a different vehicle. I am sorry the resolutions I offered are not what you are looking for. We will continue to support your efforts wherever we can with Mazda Corporation to try and get you a different vehicle.

  Customer response

  05/08/2024

   
  Complaint: 21637899
  
  I am rejecting this response because:
  

  there is nothing to accept or reject, but the letter itself I dont accept. The fact that you sold a defective vehicle to me doesnt seem to weigh on your conscience as a company. All youre doing is stating your policies. And your condescending attitude thats not how it works is personally offensive to me. I totally agree with you that its up to Mazda itself to fix this problem. 
  

  Sincerely,
  

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

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I bought a Volkswagen from *** Penkhus in August of 2020. When I purchased the vehicle, I also purchased an extended warranty. I sold the vehicle in June of 2023, however, the mileage on the car was lower than the extended warranty therefore I am entitled a refund. I canceled the warranty in June 2023. The extended warranty let me know that *** Penkhus will issue me a check. I contacted the dealership and they keep giving me the run around. *** Penkhus told me that they sent the check to ********** I called ally bank and they let me know that they do not have any check in my name. I have tried to reach *** Penkhus multiple times and they are not answering now. An employee gave me the name of *****************, as the person who was supposed to be researching this matter. I would just like my refund for my extended warranty. I dont know why it is so hard.

  

  Business response

  11/30/2023

  After reviewing all of the information and facts on this situation we issued a refund check on 9/29/23 to Ally in the amount of $485.64. Ally is the original lean holder on record per the agreement. Ally cashed the check on 11/01/23. We called into Ally to see what was going on and they let us know they cut the customer a check for the same amount on 11/21/23. In confirming the address that **** sent it to with the customer we found out that it was the wrong address and that she had moved two years ago. We again tried to call on the customers behalf only to find out the only way to stop payment and reissue is if the customer calls in personally changes the address and requested that be done. The phone number to call Ally is ************, if the customer calls that number, they will take care of it for her. 

   

  At this point there is nothing further that Ally will let us do as the dealer. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a maintenance plan from this dealership at the same time I purchased a 2022 VW Tiguan SE, I sold the mentioned vehicle and I reached out to dealership to cancel the maintenance plan to what I was told that the only way to cancel such plan was only if the vehicle was reposed or total. I was never explained any of this by the finance manager *************************** and was told by him that I needed to contact VW *******. I did call VW ******* and was told they will not do anything about it and that I needed to call the dealership. I have spoken with another finance manager ******************* and they are not doing anything at all. Have I been explained this I would have never bought such maintenance plan. I have been able to cancel stuff like this in other vehicles that I purchased in the past but looks to me that the dealership and VW don't really care about doing honest business. I feel like this finance managers do not tell you with honesty what you are getting into with the intent of getting a better commission not thinking about the customer needs.

  

  Business response

  05/30/2023

  After reviewing everything, what has been said to you is true from the perspective of the maintenance program not being refundable and that does come from the manufacture (Volkswagen) that way. I cannot argue one way or the other on whether or not it was brought up in conversation or not during your finance experience. Based on reading what you wrote if it was it wasn't clear. With all of that said in an effort to hopefully one day be able to sell you or people you know a vehicle in the future, I will issue a reimbursement of what you spent on the maintenance program in the amount of $995.00. This again is a gesture from Penkhus ************* to show why we are different and that when we say customers matter, they truly do.

   

  Please respond back with the mail address where you would like the check sent to. 

  Customer response

  06/01/2023

   
  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

  02/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 08/04/2022, I purchased a Mazda CX-5 car from *** Penkhus Volvo Volkswagen Mazda. On 08/18/2022, I canceled the ******************** Contract, # IAR052826, for the Mazda CX-5 (per instructions in the contract), with ****************** ********** ******* ****************** ********** ****** said the contract had been canceled, but the dealer re-instated the contract because it was required by the lien holder. *** Penkhus Volvo Volkswagen Mazda dealer finance manager, *********************, said ****************** ********** ****** had to refund the cost of the contract to the lien holder (***** Fargo) and the cancellation had to be done in person at the dealership. ***** Fargo, said the ******************** Contract was not a loan requirement.

  

  Business response

  02/13/2023

  Our General Sales Manager reached out to the customer, and we have agreed to do a flat cancel of the $544 that was spent on the tire and wheel coverage. This money will be sent directly to the lender reducing his loan amount accordingly. If there are any additional questions or concerns, please let us know and we will address them immediately. 

  Customer response

  02/14/2023

   
  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

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was purchased on 10/07/2022 as certified pre-owned (CPO) (https://www.bobpenkhus.com/penkhus-care-plus.htm) and fully inspected. What I was told had been done to the vehicle was an inspection + detailing of the vehicle, which would have included at the very least vacuuming the carpet or possibly shampooing. Upon getting the vehicle delivered, I noticed the lug nut key was missing. The day after we received the vehicle, there was some dirt on the floor of the passenger rear side. I started to vacuum up the mess and the carpet fibers were vacuumed up leaving behind only the backing, this in spite of the claim the vehicle was detailed, which would have left sections missing carpet. Due to these two issues and the insistence of the dealership that it was 'inspected', which was to include brake inspection, rotate, balance, alignment check among other items, I grew concerned. I then took the vehicle to the nearest Lexus dealer and paid to have them inspect the vehicle. Their observation was recorded and sent to myself, which I then forwarded on to the original dealer. From what ***** had observed, they were able to check the brake system, but the wheels had not been removed for some time. The original dealer who sold the vehicle claimed the lug nut key was 'lost' but the rust on one lug nut should not have been there if the wheels were indeed removed. I have spoken with the dealer on multiple occasions and was told by *********************** (a sales manager) that maybe they had been swindled in the trade and that the person who traded it in was less than forthright. I was then contacted by ******************* (assistant general manager), who expressed concern, said he needed to discuss with the general manager, and asked me to forward the information I had. On 19-OCT-2022 I sent to him the photos of the carpet falling apart as well on 20-OCT-2022 the Lexus inspection report which detailed the issues and cost to repair. Follow up email on 21-OCT-2022, no response.

  

  Business response

  10/31/2022

  After reviewing all of the fact with this and talking to the people involved, we have agreed to pay for the replacement of the carpet and to cover the cost of taking off the wheel locks and replacing them. 

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