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:02/06/2025

  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.

  On August 16 I checked with *** ******, the Finance Manager of ***** VW about cancelling my warranty, since it didnt cover my clutch on my 2019 manual transmission VW Jetta. I was explained that any credit would return to my car loan and I am completely fine with that. I signed the paper to cancel the warranty on Saturday August 17, 2024, and emailed *** ****** on Tuesday August 20, ***************************************************************************************** the email. *** did respond on Wednesday August 21st that he doesnt know what refund will be from ********, and reminding me it will credit back to my loan. Since the turn around time was 6 weeks I waited. On week 6 I emailed *** asking for my refund credit to my loan was and he said the finance guy, and he would check on the cancellation with Assurant in his email of October 8, ****** Surprisingly, when *****, his employee left and he didnt process my paperwork and they didnt have the paperwork anymore. I was informed this on the email of October 18, 2024. He asked me to resend my copies. I finally found my copies and emailed them to Bud and ****, the General manager on October 30, 2024. I emailed an update on Thursday November 11, 2024, and left a voice mail on December 10 2024 for **** ******. Yesterday, February 6, 2025 I called Assurant directly and they said they never received anything from ***** in regards to a cancellation. They documented my call with reference number ******** by ***** who was very helpful. Now I would like my refund for my useless warranty and the penalties that the dealership has to pay me for not cancelling my refund when I originally completed the paperwork 8/17/2024. I understand they have to pay 10% daily interest for all the days they are delinquent. I am tired of being ghosted by the finance manager and sales manager and I want my money credited to my loan.

  

  Business Response

  Date: 02/10/2025

  ********* must sign the cancellation request before we can process the paperwork with the insurance company.  We have called and sent the document to her for signature multiple times including last week and again today.  *********, please sign and return the document to us ASAP for processing and we can complete the cancellation.  Until we have received the signed document we are on hold.  Thank you.  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22909812
  
  I am rejecting this response because: After emailing the paperwork 5 more times, I finally got a text from *** and texted him the documents back. I then stopped at Omera VW and dropped off hard copies on my way home from work last night. He did show me an email that he had submitted the cancellation of the warranty. However, it will be up to 8 weeks for the refund to be posted, so I do not feel this matter is yet closed. If ***** wants it to move faster I am sure there is a way they can do more than ask for the refund quickly from the warranty company. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 02/21/2025

  We have asked the insurance company to expedite the claim.  Unfortunately there is not much more we can do as it's in the insurance company's hands.  Again, our apologies on the delays.  We understand your frustration and desire to wrap this up asap.  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22909812
  
  I am rejecting this response because: the previous time I requested the in August , I found out 8 weeks later that no request had been made and the person had quit and thrown away my paperwork. Fortunately I had copies of the paperwork to start this complaint. Although I have seen an email going to the warranty company from the dealership asking for the cancellation. I have no guarentees that they will not cancel my request once this is closed with the BBB. ********* previous lack of integrity, along with their issues in receiving my emails and voicemails forces me to keep this complaint unresolved until the refund is issued. Again, ******* certainly has the ability to issue the refund amount and settle with their warranty company at a later date. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 03/06/2025

  We reached out to the insurance company and they let us know that they processed the cancellation and sent the check to Ent to be refunded yesterday, March 5th. We don't know the exact processing time for Ent, once they receive the check, but we are estimating a couple of weeks for everything to be completed.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22909812
  
  I am rejecting this response because: I have not yet received the refund from Omeara VW and/or their warranty company. 
  
  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 04/03/2025

  After 7 months and 1 week the refund is received. Thanks to the BBB for holding Omeara VW accountable. 

• Initial Complaint

  Date:01/30/2025

  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.

  We purchased a truck on a trade in a couple of days before Thanksgiving of 2024. Within 24 hours, the purchased truck was taken back to the dealer because we noticed some issues such as the heaters in the back were not working. The dealer told us we needed to take it to the Omeara **** dealership to have it fixed. When we took it in to Omeara **** we were told that they did not perform an inspection on this vehicle even though Volkswagon told us they did. They noted other things wrong such as transmission issues. Additionally, the ** dealer did not provide us with any bill of sale, warranty information at the time of the purchase to which we had to ask 4 times to receive. They lost the documents. We also found out that when we went to put tags on the purchased vehicle, the ** dealer never transferred the ****** to our trade in out of our name which put us at a huge risk if something had happened during that time. The *** had to transfer the title. Today, our purchased vehicle is going on over two weeks of being in the shop at the **** Omeara and we are being asked to pay $250 because the 90 day warranty doesn't kick in until 90 days and the dealership is supposed to take care of this per an email from the manager ****** Tisitshishvilli. However, **** ******, a different manager at ** dealer refuses to pay for this and nobody can provide me with an explanation on the title. I was not allowed to purchase an extended warranty either which makes no sense to me. **** ****** refuses to get on a call with me and wouldn't even come out of his office when we went to the dealership. This is beyond customer dissatisfaction as this dealership is obviously doing something that questionable and does not want to be honest about their vehicles. I also found out that the "inspection" on my vehicle wasn't ever performed and had to have over $7k in transmission repairs done. This dealership needs to be investigated!!!

  

  Business Response

  Date: 02/03/2025

  Our customer is actually the complaints husband.  We have spoken with him and agreed to cover the deductible.  From our understanding customer is satisfied with outcome.

• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising 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.

  Dealer inflated agreed upon price by $3211 without disclosure or documentation, then rolled this additional unexplained fee into the loan amount. Dealer has ignored requests for documentation, clarification, and correction. We have filed ************************ Complaint. We are filing complaint with ************************* also.We purchased a 2024 used VW Tiguan at OMeara VW Thornton ** with mileage 5266 on 12/20/2024. On obtaining plates from the registry on 1/21/2025 we paid a higher than expected registration fee that was based on a higher cost vehicle ($631.44 fee vs $501) . We investigated and found OMeara ** added $3211.80 above agreed upon price, then added this amount to the loan, inflating total loan cost by $********** day of purchase, sales person **** ******** told us the car is under manufacturer warranty. No representation of additional warranty for purchase was made. We did not see documentation of, sign, or agree to additional warranty but we suspect this was added anyway. Finance Manager ******* ******* appears to have added this to loan agreement without transparency eg did not provide documentation to show the additional cost, did not discuss, explain, or mention additional cost. Neither Mr ******** or Mr ******* provided documentation of original advertised price when asked. We asked for this verbally shortly after purchase and again in writing 1/21/2025 and have received nothing. We have found proof of original advertised price subsequently. We also asked for and never received all pages of Retail Installment Sale Contract, which include neutral binding arbitration details and sellers right to cancel details. Resolution: Pay Mr ******** immediately for illegally applied hidden fees to reduce loan amount ($4505.00); pay buyer for excessive ownership tax paid at registry ($131.44) for total refund $4677.44. Alternatively, car is returned, dealer refunds $20,000 down payment on day of car return, parties agree to cancel contract.

  

  Business Response

  Date: 01/24/2025

  We have discussed with Mr ******** and agreed on settlement.  It's our understanding he is recalling this complaint.  Thank you.

   

  Customer Answer

  Date: 01/30/2025

   **Response taken over the phone by BBB staff**

   

  This has been resolved. 

• Initial Complaint

  Date:06/24/2024

  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.

  This dealership takes advantage of their customers. I had my car in for an oil change, an inspection, and a broken headlight. The paper work check list they gave us didn't have any recomendations for the engine and their check list did not find anything wrong with my car. We paid $550 to have the headlight replaced but that didnt fix it then they wanted another $600 to fix the headlight. They kept my car for over a week and I had to pay over $3,000 for everything. Then I drove less than 100 miles and then the engine completely broke down and was leaking oil everywhere. The dealership said the car needs a completely new engine now ($23,000). The dealership refused to take any responsibility and refuses to pay to fix my car. They won't even cover the fee to have the car towed to their shop ($400). Take your buisiness elsewhere, these people only want to take your money and don't care about the customer.

  

  Business Response

  Date: 07/18/2024

  Upon review and inspection what we have found is :  We found oil leaking from the back side of the passenger side cylinder head and the engine has a knocking noise from some sort of internal failure resulting in the need of engine replacement. We checked the areas in where we worked for the oil change the drain plug and filter housing are both dry with no signs of leaking or failure from our repairs. We also checked the engine oil level was low (leaking) but still in operating range.  Please see attached photos of drain plug and filter housing and signs of leak on right side of engine.
  Unfortunately dealing with high mileage cars (*******) and due to the internal nature of the failure we have no way of predicting future failure of engines. We told the customer if it was something we caused we would take responsibility. Upon inspection we feel we bear no responsibility for the engine failure or the tow bill. I would also like to point out the inaccuracies of the statements given. Total cost of original repair was ******** and the car was driven 534 miles after our oil change and before breakdown/ and tow in. We sympathize with the customers circumstance but we are confident that we are not responsible for the engine failure. 
  

• Initial Complaint

  Date:02/01/2024

  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.

  The dealership sent me a buyers order for 2018 Maserati Quattroporte VIN ***************** on Tuesday 30JAN2024 at 1:36pm EST for the amount of $44,576.66. 2 hours later I sent the dealership the bank draft paperwork. The deal was done. 2 days later 01FEB2024 I was informed that the vehicle had been sold out to a different person AFTER I had sent the paperwork.

  

  Business Response

  Date: 02/07/2024

  Our apologies that you werent informed same day that the vehicle had sold. At times, multiple clients can be working a deal on the same vehicle, and the first customer to secure financing/submit payment and complete the contract will get the deal. In this case, another client simply closed more quickly, so the contract went to them. 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21234266
  
  I am rejecting this response because:
  

  That is not the time line that occurred.

  ******* sent me the purchase order and less than 2 hours later they received the banking draft statement
  

   

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

• Initial Complaint

  Date:10/30/2023

  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.

  This car dealership sold me a broken car. The car had not received an inspection during my purchase near the end of august of this year. During my test drive I mentioned multiple issues this vehicle had and was advised they would repair it was also told they would pay for the repairs. Now they are refusing to pay for repairs and this car has only been in my possession for a few days since I purchased it.

  

  Business Response

  Date: 10/31/2023

  At sale, we authorized Sil-Ter Har to diagnose an inoperable radio. Sil-Ter-Har was booked out, so client finally got vehicle back from them on 10/3. During inspection/diagnosis, Sil-Ter-Har added an additional $3500 in unauthorized maintenance & repairs, along with replacing the radio.
  Were working with Sil-************************** on getting this bill straightened out, as we didn't authorize repairs.
  
  

• Initial Complaint

  Date:10/01/2023

  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.

  Purchased used **** *** M3 from ******* Volkswagen of ******* Car has 'check engine' light when i received the car. I have already spent $4,900 for repair.Need to resolve check engine light in order to smog and register in **********.Mechanic found head cylinder is damage, estimate repair $5,000. Request dealer to help with this repair work. I was not aware of the 'check engine' light and would not have purchased the car.

  

  Business Response

  Date: 10/05/2023

  As the client described, we knew he was out of the country during the purchase.   We expressed concerns to him about the vehicle sitting for an extended period of time before he returned. Client expressed he wasn't concerned and wanted the car delivered.  We delivered vehicle as agreed upon, without a check engine light & are not able to pay for repairs unrelated to our transaction.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20680664
  
  I am rejecting this response because: these issues were present on the car, and does not happen sitting idle.  Attached photos of the damaged cylinder head gasket.

  I understand ******** car dealers are required to provide a passing emission test or a voucher good for one emissions test at the time of sale.  This was not done.  

  Per Colorado DMV website, "Starting Aug. 10, ****, auto dealers will be liable for recently purchased gas-powered motor vehicles' compliance with Colorado emissions standards for five days after purchase.  The period was extended from three to five business days after purchase in accordance with the ********************* Vehicle ***************** Systems Act (SB 22-179)."

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

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20680664
  
  I am rejecting this response because: these issues were present on the car, and does not happen sitting idle.  Attached photos of the damaged cylinder head gasket.

  I understand ******** car dealers are required to provide a passing emission test or a voucher good for one emissions test at the time of sale.  This was not done.  

  Per Colorado DMV website, "Starting Aug. 10, ****, auto dealers will be liable for recently purchased gas-powered motor vehicles' compliance with Colorado emissions standards for five days after purchase.  The period was extended from three to five business days after purchase in accordance with the ********************* Vehicle ***************** Systems Act (SB 22-179)."

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

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20680664
  
  I am rejecting this response because: these issues were present on the car, and does not happen sitting idle.  Attached photos of the damaged cylinder head gasket.

  I understand ******** car dealers are required to provide a passing emission test or a voucher good for one emissions test at the time of sale.  This was not done.  

  Per Colorado DMV website, "Starting Aug. 10, ****, auto dealers will be liable for recently purchased gas-powered motor vehicles' compliance with Colorado emissions standards for five days after purchase.  The period was extended from three to five business days after purchase in accordance with the ********************* Vehicle ***************** Systems Act (SB 22-179)."

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

• Initial Complaint

  Date:04/25/2023

  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.

  I dropped off the vehicle in OMeara Volkswagen in 104th Ave in Thornton For Recall And Airbags Light issue on my ***** Mile 22 VW and when they finish the work I been asking about riders for the pick up of the vehicle they told me the maximum limit at 10**** That is he can drive and I was 18**** away from their so I been told him I can go the some hertz rental car place that could be nearby VW in 104 Thornton so I been telling him the local about E ********************************************** because I am at ************************** I told him the hertz that was between middle of both us but he told me no is 14****s away from him hes max **** at 10**** then I ask him what about the **************************************************************************** He been told me no again then I ask him to pick the place he picks ********************************************************** my location to the place he tell me to go is 23**** away from me and just 10 **** from him but is at different directions from my location to vw is less than the location he gives to me and he told me after I told him about that then he told me ok he just dont want provide the ride what a rude He is not helping both us and just increasing the problem making fun with it and the last word he been told me is he just dont want provide the ride what should I do then I just tell him ok that is very Volkswagen he told me ok them we stop chatting I have different cars I can wait to the night my friend get of the work and drop me but u guys will be close time so I been ask for the ride but they so so disrespectful and not trying help customers out

  

  Business Response

  Date: 04/26/2023

  Our apologies for any miscommunication and the poor customer experience *****************  It is true that our delivery service is only available within a 10 mile radius, and *********** is far outside that boundary.  Our service advisor was trying to accommodate as best possible, but clearly we failed. The Service Manger is reaching out to *********** now to make special arrangements to meet his pickup needs. Please let us know if any further issues remain.  

• Initial Complaint

  Date:03/13/2023

  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.

  My wife and I purchased a new vehicle from this dealership in September 2022. We have been making all payments on the vehicle. In February 2023 we received a call from Omeara Volkswagen stating that the paperwork we signed was accidentally shredded and that my wife and I need to go into the Omeara Volkswagen of Thornton as soon as possible to resign paper work. They assured us that there would be no issues and everything would remain the same. My wife and I went into Omeara and signed paperwork as they asked. A week later while trying to secure a loan find out our credit took a massive hit due to Volkswagen reporting that we have not made any payments. We have in fact made all payments with bank statements showing this. I spoke with OMeara general manager ******************* and was told he would look into the matter and get back to me however this never happened. I called every day for over a week asking to speak with ******************* but was given an excuse everytime and that he would call me back. ***** has yet to call me back and Im being told on vacation now. This dealership has ruined out credit and failed to communicate in any capacity. There is a complete lack of accountability that seems to stem from ******************* general manager down. Due to OMeara Volkswagen inept handling of our contract we our unable to secure another loan due to our credit score.Also after comparing the two contracts that I signed it is clear that there is a different price on the contracts. I need an explanation of the discrepancy in the numbers.

  

  Business Response

  Date: 03/14/2023

  Unfortunately this was an error made by Volkswagen *************** so there is little we can offer.  Once a sale is complete the finance portion is no longer within our reach as that relationship is between customer and bank. We've reached out to VW Financial and the response we received from them is that they have been in communication with the customer and are making a one month's payment as goodwill for their error.  In addition, VW Financial reports that they have not reported any late or missed payments to credit bureaus. We never want our customers to have a bad experience, please accept our apology on behalf of Volkswagen Financial.   

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19590745
  
  I am rejecting this response because:
  They have infact reported late/non payments I have attached 2 screen shots showing this. VW credit was not the one who contacted me demanding I re sign paperwork. OMeara Volkswagen of thornton contacted me specifically Sales person ***** and finance manager ******. The problem has occurred after I was made to sign a new contract that by Omeara. I still also need an explanation as to why there is a price difference on the two contracts. Was this a sneaky of having me sign a contract to pay more money? I trusted that Omeara was acting in good faith and responsibly only to have my credit ruined and life put on hold beacuse I cannot secure a house loan with the current state of my credit. I was guaranteed and assured by Omeara everything was fine and would remain the same. This is the reason I am asking for $3000 compensation.
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/19/2023

  I have attached the documents 

• Initial Complaint

  Date:12/21/2022

  Type:Order 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 was sold a vehicle service contract and I was not aware of it on the finance ***** ***** the unscrupulous sales manger there said I cant cancel it. I have every right to cancel a vehicle service contact I do not need on a brand new car. $3,000.00 is a lot of money and Im not paying that when I dont need it on a brand new car. I already talked to VW corporate and they said the dealership has to cancel I spoke with *** the finance guy he they directs me to ************ said no you have the ability to cancel this and I am NOT going to talk to that sleaze! I then today go into the dealership and he calls me a gay f***** and that I cant cancel the service contract that wasnt part of the deal. There was no deal. I bought a car and they didnt say they had to be a part of it. I am so upset and Im tears! This is a gay hate crime! I want this service contract cancelled now!

  

  Business Response

  Date: 12/27/2022

  To begin, we refute any claims of discrimination at our dealership.  Mr ******** accusations are baseless, false claim against us. This deal has absolutely nothing to do with Mr ******** sexual orientation, and is solely based on special finance needs.  Due to Mr ******** credit issues and negative equity in his trade, the service contract was a requirement from the lender to qualify ***************** for the loan.  This was made clear to him at time of purchase.  He understood and  was more than happy that we were able to get him qualified for financing and into a new vehicle, as we had worked over multiple visits to secure the deal.  As we told him at time of purchase, with 12 months of on-time payments, his credit would improve and we would be able to trade him out of the current loan and get a better rate and payment when his credit issues improved.  As discussed, we are able to cancel the service contract but it will not reduce Mr ******** payments.