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:01/15/2025

  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 went in over the weekend and test drove some cars with Joe. I originally spoke with Ryan but Joe was available. Before coming in I spoke with Ryan and tell him, I only want VW credit nothing else don’t run my credit through anything else just VW credit. He agrees says he understands. Fast forward to after test driving and they’re running numbers. I believe I said again only VW credit. They run numbers and I start getting calls about verifying that I put in an application for an auto loan for different sources.( I have a lock on my SSN so everything has to be verified.) The sales manager Sam, ran my credit through 5/6 different agencies without my permission, I walked over and asked why he says he’s getting the best rate. I tell him I only wanted VW credit which I communicated or ******* one. He tells me about all his buddies he knows that are working on rates for him and they’re going to get him the best deal. I was pissed and go back to the office, Joe comes in and I share that I’m very upset because I only wanted to finance with VW credit. He shares it with Sam and after a few minutes of sitting I tell them I have to go, they tried to get me to put a deposit down, I said I would if I had in writing it was refundable. Sam writes it’s only refundable if the financing is unavailable. At that point I didn’t feel comfortable leaving a deposit and told them to call me when the financing was all set. I leave and get a call a few hours later with a payment plan much higher than I wanted. Initially telling me $467, then $433. Sam informed me he was able to get a great rate of 7%. The next day I texted to ask what finance company was it with. Low and behold it was VW credit. Since then I have called back 2/3 times trying to get someone on the phone about the OTD cost of the car. I spoke with Ryan again who said he would pass it along to Sam. And I haven’t heard back from anyone. At this point I want those hard inquires removed. I didn’t approve of them.

  Business Response

  Date: 01/24/2025

  Thank you for reaching out and sharing your feedback regarding your recent experience at our dealership. We regret any frustration or inconvenience you may have experienced and want to ensure that your concerns are appropriately addressed.
  As a standard policy, we handle sensitive matters, such as credit inquiries or financing details, in person to ensure the privacy and accuracy of the information being discussed. We kindly recommend visiting the dealership, where our management team will be happy to assist you further and provide any clarification needed.
  We appreciate your understanding and look forward to the opportunity to address your concerns directly.

• Initial Complaint

  Date:09/24/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a used vehicle from Vernon Volkswagen and since the day I took it off the lot I have had brake issues. Grinding, squeaky brake pedal, tons of clicking as well as a musty smell. I picked up the car on a Thursday and contacted them the next Monday. After 4 emails and 3 calls, NO ONE responded. They finally contacted me when they needed something. I did bring the car in once and they stated its used and will not do anything about the brakes and if I wanted to pay $1400 plus they'd replace? They refuse to share what maintenance was done prior to the sale. Its been 3 weeks and I constantly contact them and they still don't respond back. Come to find out they owe me near $400 from a finance overcharge and I still have NOT received the money. I just want the car fixed. STAY AWAY. They are UNPROFESSIONAL, RUDE, and have ZERO customer service!

• Initial Complaint

  Date:08/15/2024

  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.

  On August 1, I contacted the business concerning a vehicle for sale, specifically asking questions about how an out-of-state sale would work. I was assured by two representatives that an out-of-state purchase was no problem so I looked at the vehicle. The next day, after working on the financing, and being told further that in-house financing would move the process of getting the car in my hands quicker, I bought the car with in-house financing. Since August 3, I have not had the car in my possession. I was charge $330 as registration fees, so the company would register the car for me in *************. As of August 14th, that still had not happened yet. The company sent a runner to the **** *** several times only to learn that paperwork, which my wife and I completed solely at the direction of the sales manager, was incorrect. We also learned that the title has an issue. The previous owner did not fill out the title completely when it was transferred. As we speak, I have been told that this is being resolved. Since August 3rd, I have made many inquiries about the process of registering the car. I get a fraction of the calls back and no response is made with any urgency. Certainly they are more excited collecting customers that really servicing. The only knowledge I have of progress is when I press the issue to the sales manager. As of today, I have received insurance and excise bills for the vehicle, but still no vehicle in my possession. The sales contract is signed and I paid asking price. I asked for a $500 rebate due to the hassle of living without the car for 10 days. They have not responded or accepted blame or said sorry about anything. If I was not that anything would be an issue driving over the border I would not have driven and if I knew the title had issues, I would expect a delay. None of this was expected and this dealership has not been accommodating at all about it.

  Business Response

  Date: 08/29/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the delay in our response and any inconvenience this situation may have caused you.
  We would like to clarify that we have made every effort to ensure a smooth and successful transaction regarding your out-of-state vehicle purchase. At the time of purchase, our team provided information based on the standard process for out-of-state transactions, and we moved forward with the understanding that we would assist you in registering your vehicle in *************.
  Unfortunately, there was an unexpected issue with the paperwork. This caused delays in processing the registration. We understand how frustrating this situation has been and want to assure you that our team worked diligently to resolve the matter as quickly as possible. We sent our representatives to the ************* *** multiple times to correct the issues, following all necessary procedures to ensure compliance with state regulations.
  As of now, we are pleased to confirm that the registration has been completed in its entirety, and the vehicle has been successfully delivered to you. We strive to provide excellent customer service, and we regret that this experience did not meet your expectations.
  We appreciate your understanding and patience throughout this process. 

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 February 28th I purchased a vehicle with $500 cash and my car as a $3500 trade in. The vehicle is being financed for about $15000. The sales persons name is Jed. He has yet to have my new car registered. The paper they gave me to put in the window was only good until April 15th. I got pulled over and got a $100 ticket for driving an unregistered car. I can no longer drive the car that I am still making payments on or risk getting it towed and impounded until it is registered. I have contacted Jed multiple times. I have spoken to his manager Sam who was very rude and wouldn't let me speak to the general manager.

• Initial Complaint

  Date:03/13/2024

  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 Friday March 8th the check engine light popped up on my dash, so I call a local trusted shop to take a look at it. My car will now not start so I have to get towed to shop where they then tell me I have no oil in my engine which caused it so sieze, now needing a complete engine replacement. I last got my oil changed at Vernon Volkswagen where they put a Sticker on the windshield with the mileage I am next due for an oil change at. The mileage listed on the sticker was 72280 and my odometer reads I am currently at 69378. No oil light ever came on and were no signs of an oil leak confirmed by shop, when I contacted Volkswagen they refuted by saying I had not been in well over a year and that on the sticker there is a “next service” date which with an oil change holds no value whatsoever as you go off of mileage, especially for someone like me who does not drive a lot at all. Then I tried customer care where I wanted to obtain their insurance info to file a claim and was told “we don’t have insurance” multiple times and was not even referred anywhere else. By getting an oil change and you putting a sticker saying my car will make it to x amount of miles when I come up 3000 miles short of that number with no oil light ever appearing it is clear there is an issue that they are responsible for especially seeing I always kept up with maintenance. I am looking for the dealership to address the damage to my car and am looking to file an insurance claim with their carrier and need that information.

  Business Response

  Date: 03/28/2024

  Response to Complaint #******** concerning ***** ***********

  We acknowledge receipt of the complaint filed by ***** *********** regarding his vehicle service with Vernon Volkswagen. Upon reviewing our service records, we confirm that ***** ***********'s vehicle was last serviced at our dealership on April 6th, 2022. The service sticker placed on the windshield that he has submitted a photo of clearly indicated that the vehicle was due for its next service in April 2023. At time of review we are almost a year past due.

  According to manufacturer guidelines and as detailed in the vehicle's maintenance manual, it is recommended that an oil change be performed annually, regardless of mileage. This practice is crucial for ensuring the vehicle's integrity and optimal performance.
  

  Regrettably, without adherence to the recommended annual maintenance schedule, vehicles may become susceptible to significant mechanical issues.

  We regret any inconvenience experienced by ***** *********** and emphasize the importance of adhering to the recommended service intervals for vehicle maintenance.
  

  Sincerely,

  Vernon Volkswagen

  Customer Answer

  Date: 04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: First of all, if the mileage posted on sticker does not matter then why is it there in the first place, my car never would have made it to the mileage mark even if I got there within a year, I was 3000 miles away. The shop I went to found no evidence suggesting any kind of mechanical issues or an oil leak. If the mileage posted does not matter then why should the date posted hold any value? If you go by annual check ups and not mileage that really should be made clear after an appointment which it was not. Either way I demand your insurance information, as it has been denied to me many times which is a problem in its self, I have the right as a consumer to file a claim with your liabilities insurance carrier to review the complaint / coverage. 
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:10/10/2023

  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.

  Upon receiving my brand new vehicle (9/30/23)before I even pulled off the lot I noticed a tear/puncture in my passenger seat. Before leaving with the car I made my salesman aware and was told I would get a call back..after getting the call back I was offered that the seat would be repaired. I think that’s unprofessional and unacceptable when purchasing a new car. New cars have no damage and the customer should not have to wait for an answer on if a seat with no damage can replace the damaged one. After leaving the dealership and going home a few miles up the road I noticed a dent in the passenger side door so I went back down immediately and that was documented..and I have since been offered the resolution of scheduling an appointment with the dent guy at VW Vernon at no cost to me which was appreciated. But am still waiting multiple business days for the confirmation for the date I selected. Not only did I buy a new car but I got my mom to buy a brand new car the very same day. I traded in a **** ******* ** ******* I just plain didn’t like and came back to VW from previously buying a 2017 *** from the same location in Vernon, CT. All I want is to a new seat not a repaired one and to be 100% happy with the car I drive everyday, and as of now I feel less than that. I’ve been calling for an answer for a week and a half with no solution yet..I feel like I’m getting the runaround because they don’t want to make things right.

  Business Response

  Date: 10/25/2023

  Thank you for contacting Vernon Volkswagen through the *********** ***. We truly value the feedback and concerns of our customers, and we are committed to ensuring the best experience for all who choose our dealership. Regarding the issue raised by Mr. ****** ******, we have taken immediate steps to address his concern. Immediately upon becoming aware of the matter, we initiated communication with him and proactively ordered the necessary replacement part to resolve the issue.
  It is important for our valued customers and the BBB to be aware that the specific part is currently on back order. We understand the inconvenience this might cause and we are working diligently with our suppliers to expedite the process. We assure Mr. ******, and all our customers, that we will do everything in our power to ensure a timely resolution. Our commitment remains to make every purchase and experience with Vernon Volkswagen exemplary.
  Thank you for your understanding and patience. We remain at your service.

• Initial Complaint

  Date:06/08/2023

  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.

  Lease Deal signed on 5/6/2023. Firstly, the delay in setting up my VW Credit account has caused me to miss the initial payment due date without no clear instruction on what to do. To reference, typical processing time to set up a VW credit account is 3 weeks. This situation has the potential to negatively impact my credit history and score, which is of great concern to me. Additionally, the extended account set-up time has created difficulties in pursuing a buyout option for the vehicle. Furthermore, I am facing additional complications due to the dealership documentation delay, specifically in relation to the out-of-state registration process. The state of *** ****** requires only 10 days to process the necessary paperwork, but it has now been 34 days since the deal was finalized, and I have not received the ** plate. Consequently, the temporary license plate has expired, rendering me unable to legally drive the vehicle. I am currently relying on the dealership to provide a dealership plate as a temporary solution (haven't received it yet), but the situation remains unresolved. I kindly request your immediate attention to this matter and a prompt resolution of the issues outlined above. It is crucial that steps are taken to rectify the delayed account creation, ensure the integrity of my credit history and score, and expedite the out-of-state registration process.

  Business Response

  Date: 07/12/2023

  To whom it may concern: 

  This issue has been fully resolved between the client and Vernon Volkswagen. We were able to handle all outstanding issues that the client had mentioned, and both parties have agreed on mutual resolution.

  We thank the Better Business Bureau for allowing us the opportunity to assist one of our clients and for the ability to make a situation right for them.

  If there are any more questions please do not hesitate to reach out to us directly and we will be glad to update you on any details that you may require. 

  Thanks again 

  Vernon Volkswagen

• Initial Complaint

  Date:03/09/2023

  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.

  Beware of this dealership! They took in a trade without a proper title, then passed that car through an auction house that didn't catch the mistake, who passed it to another dealer who eventually sold it to me and now I'm stuck with a car with no title and they refuse to help in any way shape or form even though it's their obligation. I am now having to file complaints with the state of *********** and will eventually file a federal lawsuit to get this resolved. If you're thinking about buying a car from this dealership I would advise you to run!

  Business Response

  Date: 03/10/2023

  To whom it may concern: 
  
  Thank you for reaching out through the BBB. We have been working with your dealer "****** ******" to resolve any issue you may be having. Your Dealer ****** ****** and specifically ***** ******* at ****** ****** is aware of action being taken to assist in you in your purchase. *** **** ******* of whom ****** ****** purchased the vehicle from is also aware of your situation and is assisting in anyway that it can to resolve your issue. 

• Initial Complaint

  Date:02/07/2023

  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.

  My son’s car was towed into Vernon Volkswagen after an accident on December 22. The vehicle needed tires and alignment due to the accident. We authorized the work and it was completed satisfactorily. The dealer Service Advisor told us the dealer offered “Price Match”. This if you provide documentation from a competitive source within 30 days of your purchase the Dealer will match the competitive quote up to the cost of one of the tires we purchased from the Dealer. We submitted the necessary documentation, we had the Service Adviser review the documents with the Service Manager. They responded back to me in an email that the documents submitted were acceptable. They told me funds would have to come from VW Corporate. I waited two weeks and contacted dealer. They looked into it then told me they would not pay anything. The initial reasons were that my claim exceeded the cap and therefore I will get nothing and the quote submitted did not have the veh vin number typed in on quote. Vin was written in by the employee at the competitor and was emailed to me. I had emailed this document directly to thr Dealer so there is no way I could modify it. I filed a complaint with vw corporate, they stated the Price Match program is the responsibility of the Dealer not corporate VW. The dealer told VW corporate that my submission was not time stamped. This is false, I had emailed the information and have an email from the Service Adviser stating my documents were acceptable. All emails have dates on them ,I can send them to you. I tried contacting the general manager but he will not return my calls. I am senior citizen with a disability and my son is on SSDI. We paid over $1200 for these tires, we expect them to honor their price match program. Hopefully you can help. The amount due is approx $229.00. If can not resolve this issue we will go to the ******** ******* ** ** and seek Fraud charges in addition to the money due. We look forward to your response. Documents r avail.

  Business Response

  Date: 03/23/2023

   

  Hi and thank you for contacting Vernon Volkswagen through the Better Business Bureau. We have researched the complaint you are referring and as explained to you through our service department, the rebate you wish to claim is not a Vernon Volkswagen rebate but is through the Tire Distributor - Dealer Tire.

  Thank you again for the opportunity to assist you while your vehicle was down and help you get your vehicle back on the road, although we unfortunately can not issue a rebate that is given from another organization.

   

• Initial Complaint

  Date:08/19/2022

  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.

  On Nov 19, 2021 I sold my 2020 VW ****** to Vernon VW. After purchase the manager "G" told me he didn't need to provide me proof of sale and that the payoff would be proof enough. Fast forward a few months, I receive a tax bill from the town for motor vehicle tax. They are charging me tax on a vehicle I no longer own. I tell them I sold it and they explained that they require proof of sale in order to remove the tax liability. So I call Vernon VW, I email, call, leave a message, email, call, go down there. NO ONE CAN HELP ME! 10 months later, no return call, no return email, NOTHING. However, their sales people continuously call me to try to sell me a car. WHICH IS HYSTERICAL! I will never, ever buy anything from them again, nor will I allow anyone in my world to buy from them. THEY ARE SHADY and don't give a care in the world about their customers. Only the sale!