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:02/26/2024

  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.

  I bought a new vw ****** year 2022 after the first oil change the car consumed oil and needed 1 and a half more quarts after the next oil change the same needing 2 quarts I brought the car to gengras for a oil consumption test they did it and changed a engine breather valve under warranty and was told it was normal to consume oil I disagreed drove through another oil change used more oil and scheduled another test when I went to the dealer I was told by a service writer I shouldn’t do the test because it would come back as normal consumption per vw engineer standards and I would void further warranty this was around 30’000 miles Ii now have 57000 miles and the check engine light came I took it back to gengras they tell me the engine is not breathing properly on the #1 cylinder bank and ther are metal chips in the oil and it probably was happening all along they contacted vw about the issue but vw does not want to replace the motor under warranty they want me to pay for it because the warranty is 4years 50’000 miles even though I have been complaining of oil consumption all along

  Business Response

  Date: 03/12/2024

  March 12, 2024
  
  To Whom it may concern:
  
  I am writing this letter in response to a complaint filed with the BBB by Mr. ******* ******.  The complaint id is ********.  Mr. ****** dropped his 2022 VW ****** off to Gengras Volkswagen on February 8, 2024, with the complaint of a check engine light on, smoke from the tailpipe when starting, and stated that the vehicle was “using a lot of oil”.  Mr. ****** had purchased this preowned non-certified VW ****** from Gengras ***** of ***** ***** in June of 2022.  The vehicle at that time had approximately 11000 miles on it.  Since that time, Mr. ****** has returned to the dealership one time for factory servicing which was in March of 2023 at 29758 miles.  At that time, Mr. ****** did complain about his car using oil.  Per Volkswagen warranty instructions, it was recommended for our technician to check for a faulty breather valve which could cause some consumption.  That breather was found to be faulty and replaced under warranty. All prior and subsequent services or repairs have been performed at a ********* quick lube center or other non-certified repair facilities. The vehicle had not been back to a Volkswagen dealership until this February.  It was found through Volkswagen procedural consumption testing that Mr. ******s’ vehicle was consuming oil. The car currently has 57101 miles which places it out of VW factory warranty.  Our factory rep for VW was contacted and the manufacturer agreed to cover 20% of the repairs needed only because the vehicle was purchased within our auto group.  The factory was looking for certified dealer completed services from the point of acquisition and there was only 1 on file. Gengras Volkswagen also offered Mr. ****** additional discounts on the needed repairs which were declined by the client. Since that time, several attempts have been made to contact Mr. ****** by his original representative, who was the GM at our Volvo ***** ***** store at the time, and there has been no response.  The last conversation had was with our service manager advising us that he would be filing a BBB complaint and wanted to have a conversation with the owners of the company.
  If there is any other information needed,

  I can be contacted here at the dealership at ###-###-####, or via email at ********************
  

  Sincerely,
  
  Paul B******
  General Manager
  Gengras Volkswagen
  *** *** ******* ****** *********** ** *****

  Customer Answer

  Date: 03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****** they are not providing the truth to you the car had 7000 miles when purchased and was covered by new car warranty 4years 50’000 miles my complaint of oil consumption was documented at 29000 miles and made a second appointment to have another oil consumption test done less than 10’000 miles after that i took the car back to gengras vw with intentions of having this done to leave it there but the service writer told me if they do the test it will come back as normal to vw engineering standards .and having done two test I would void warranty of anything related to oil consumption in the future so he convinced me to just keep adding oil and wait and see if the engine gets worse.it’s obvious that this engine has been going bad since the day I purchased it and it’s happened to many more vw cars across the country the answer from vw corporate is the same tell the customer it’s normal consumption.the vw corporate representative told gengras they wouldn’t replace the engine under warranty because I wasn’t loyal to vw because I had oil changes done at other vendors also I brakes replaced.also at 29000 miles the engine breather valve is replaced by gengras they knew at this time this motor was going bad and that internal wear on valves and rings was happening.