ComplaintsforPrestige Volkswagen

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  car has has the same issue for the last 6 months and is going on the 4th time to the dealership.Last time there back in April they contacted an engineer with Volkswagen on this issue and replaced the wiring harness and the *** and check engine light came on again last night.I have been there 3 times prior for the same issue and code. I don't feel like this vehicle is safe for my children and myself as it starts to shudder like it's going to stall out when this problem occurs

  Business response

  06/12/2024

  Hello ******,

  I am so sorry that this is happening with your vehicle. I have spoken with the service manager and she informed me of what is going on with your vehicle.  At this point I would have to advise you to contact VW Care ************** as this is a matter for them to decide what steps to take next.  We have followed all protocols from Volkswagen Technical Assistance to try to remedy this situation.  Please let me know if I can assist in anything else.

   

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

  General Manager

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car to this dealership 2 weeks ago and they are now telling me it could take several weeks to months before I get my car back. I have asked for a loaner car and they refuse to give me one and tell me I can rent one for $35 dollars a day. I am a single parent with only one car and can't afford to pay for a rental plus my car payment. They refuse to send me information on what exactly is wrong with the car. I don't understand how a dealership can treat their customers so poorly and yet stay on business. I only want my car fixed and returned. I feel that because it is all under warranty they won't do the job in a Expedited time frame. I have to work so I need a car.

  Business response

  04/13/2024

  Per the conversation you had with the service manager yesterday, it was discussed that you need a cylinder head that is on backorder with VW.  I apologize for the inconvenience, however we can't control backordered parts.  We only have a couple loaners to shuttle people back and forth to work/home/mall while their car is in the shop and we try to use those as well to help out customers if they need a loaner for ***** hours.  We had offered the rental car for our low price that the rental company gives us of $35 a day to try to help you out.  We do our best to help out all customers, however some things are out of our control.  Under warranty or not, we get paid to do all jobs and treat all customers with the same respect, but again if the part is on backorder we can't do anything about that so not doing the job in an expedited time frame is not the case.  However, we have been working on this for you, calling around to other dealers to see if they happen to have the part in stock.  We will keep you posted if we are able to secure one, until then we are on the list with VW and as soon as they become available, you will be notified. We appreciate your business.

  Customer response

  04/13/2024

   
  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

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got a diagnostic amount for my car repairs. Was told they would provide a rental car for me (no charge to me). When I went back less than 30 days later to get the repairs done the service manager, *************************, (my service rep was off) said she would NOT give me a rental car. She said her service rep should have never told me that. (well, she did so.....?) Also same manager had confirmed with me two days earlier that the part they had ordered was still there, they never sent it back. But when I arrived today she told me they HAD charged my card previously for a restock fee of the part since I hadn't made the appointment yet. (Diagnosis are good for 30 days and it had only been 3 weeks). And as I said, the part was NEVER sent back.

  Business response

  02/16/2024

  Customer had our dealership order this part 3 times and had changed her mind so she was informed there would be a restocking fee of 10% which our normal fee is 20% but the service advisor was trying to help out the customer.  She also waived the diagnostic fee to help the customer as well.  *** service advisor once again was trying to help the customer with a rental for a day back when she agreed to the repair in January.  We didn't charge the card the restocking fee, we just gave her, her refund minus that fee that she was informed of, and we didn't do it each time she ordered it, it was only done after she cancelled the order 2 times before this last time. We now have this part in stock and hope to be able to sell it one day, but it is an expensive $1800 part that we wouldn't normally keep in stock.  We have tried to help the customer numerous times, she was advised it isn't in her best interest to even fix the car being 12 years old, out of warranty and having other safety related issues as well.  She did look at a used car with our sales ***** and decided she didn't want one she wants to fix her car.  She came into the dealership on 2/15 yelling at the service manager, demanding her money back for a part she had ordered 3 times and cancelled.  She was here to do the work but refused to sign the repair order giving us permission to work on her car, and unfortunately, we cannot work on a vehicle without that signed.  She told the service manager that she is going to go on social media and bash us. We try very hard to accommodate and take care of our customers, however we are running a business and there are protocols we have to follow to be able to stay in business like any other. 

  Customer response

  02/18/2024

   
  Complaint: 21297618
  
  I am rejecting this response because: Yes, I cancelled my first two appointments but after doing my due dilligence and research, I decided to get my car fixed at the dealership. When I called and spoke to the service manager, she said "the part is still here so we can do the work". This after calling my original service rep and leaving FIVE messages to which she never called me back. I was told on that phone call by the service manager that the part was NEVER sent back. My first complaint is: why am I being charged a "restock" fee for a part that was never "restocked"? There were at least 4 employees in the shop when the service manager said she would not refund my restock fee even though she had told me the part was never returned. And she even admitted that it was HER mistake. I cancelled my first two appointments within hours after making them. BOTH times I had to cancel I was never told I would have to pay a restock fee, nor did I ever sign anything saying I understood there would even be one. How can a company take out money from my credit card without even telling me or getting my authorization? NO mention whatsoever about a 10% restock fee. But more importantly why are they charging me for a restock anyway?...Unlawful. My second complaint is: I was told when I got the diagnosis that I would be provided a rental car for free from the company. THen I get there on the 15th and I'm told...no rental car will be provided...I thought a diagnosis was good for a few weeks, but they just ***** nilly changed their minds about giving me a rental. So unprofessional and THAT is why I got angry. I was treated horribly by the service manager.  Shameful
  ***********************

  Business response

  02/19/2024

  A restocking fee has nothing to do with sending a part back.  It is a fee that is charged on certain parts including a special order part which is what yours was, to stock it in our inventory when it is not a part we usually stock.  You were told numerous times by the service advisor that this is an expensive part, and if you cancel the order you will be charged a 10% restocking fee (the advisor was helping you out) we usually charge 20%.  Your service advisor was out with the flu and covid which is why you didn't get a call back. To my understanding the appointment was cancelled 4 times, 2 were within hours and the other 2 were not.  You were offered a loaner on your original appointment, that had been cancelled.  We cannot promise loaners without a scheduled appointment as they are loaned out based on appointments.  Another factor is since then we have gotten rid of most of our loaners and unfortunately do not have them readily available. I do apologize for any misunderstanding you feel happened.  If you choose to do the work on this special ordered part, and schedule an appointment, I will honor the offer of a loaner during the time of the repair.  Thank you

  Customer response

  02/19/2024

   
  Complaint: 21297618
  
  I am rejecting this response because: interesting because the service manager actually apologized to me several times when she said she had originally told me the part was never sent back. She then hemmed and hawed around saying that my part WAS sent back. AND The part she had in stock was a new part from another persons order. now she is trying to say that the restock fee is something different. This is completely  dishonest. I do not trust. This lady, she treated me terribly, and, of course made me mad because she was not standing behind her word. And I did not cancel four times. That is a gross exaggeration. I canceled twice. I was told about a restock fee should I cancel without enough notice but neither time I canceled was I told I didnt give enough notice.  so the charge to my card was unauthorized and done behind my back. youve lost all my trust in your company. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sold a vehicle I purchased with Prestige VW, and VW Drive easy cancelled the GAP coverage I purchased on 9/18/2023. By law, i should be entitled to a refund of the prorated price. The letter I received by VW said it was cancelled, but i have yet to received my refund, and believe they have had ample time to issue the refund. I am requesting a refund soonest of the monies due to me.

  Business response

  11/22/2023

  Customer has been contacted and resolution is in process.

  Business response

  12/05/2023

  Because, the cancellations were made directly with the company rather than the dealership, it caused a delay in normal way of processing. Our warranty clerk contacted the warranty company and is sending out check today to customer. Sorry for the delay.

  Customer response

  12/13/2023

  
  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

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******* *******. VIN#*****************. During the second week of November of 2022 year, I contacted the dealership via telephone, and requested quotes for vehicle services. One of quotes were for the ****** vehicle service package. I specifically asked for the total pricing of the servicing. The price quoted was $205.00. Well on November 12, 2022, the $205.00, ended up turning into a total amount of $397.02. Keep in mind that I asked for the total price before bringing my vehicle to the dealership. I also had one headlight bulb replaced. The cost of the bulb was $46.64. It is beyond me why I was charged $206.52, to replace one light bulb. In speaking with the dealership prior to bring my vehicle in for the services, I was given the impression that the total cost of services would not be in excess of $400.00. The total cost out the door was $674.32. When bring this up to the Service Advisor, ****** on November 12, 2022, I was met with an unprofessional attitude, and sarcastic responses to my questions. Yes, I signed for the services to be rendered on a tablet, however I was only directed to the signature line on the tablet, and not with a view of the total unseen charges. I really don't think that ****** would have gotten away with her sarcasm if she was dealing with a female customer. The dealership failed to present me with the actual total repair cost when I called in prior to bringing my vehicle to the service department. Based upon other reviews, it appears that this is not the first time that this has happened. Several years ago, I brought my vehicle to the dealership for AC unit concerns. The unit was not blowing cold air. I was told that I needed a new compressor, and it would cost approximately $1100.00. Well I got a second opinion from a certified master mechanic. The total cost of the repairs were less than $150.00. My AC unit has functioned fine with no issues for the past few years. This is my experience. Not good.

  Business response

  01/23/2023

  We treat our customer's with the highest amount of respect and the full charges are disclosed to the customer and agreed upon, by signature, before any repairs are begun.

  So the dealership denies any wrongdoing regarding this customer.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon I went to vw prestige in Melbourne last week to change the oil and drain plug and fix the loath for the ABS They took from 160 $ without touching my oil and gave a cost estimation for about 4500

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/11/30) */ I have attached copies of the of the Repair Orders at the estimate that we provided to Mr. *****. Mr. ***** came in for an oil change, Lights on in his dash & radio not working. We also performed a free inspection and found Coolant dirty, Key for not working, oil pan stripped, upper engine leaking oil. We provided the price of the total repairs and then helped him to prioritize repairs. We charged Mr ***** 149.95 to Diag the lights. We normally charge 149.95 per concern. Mr ***** emailed me 11-29-21 stated "Happy Thanksgiving to you and your family Im Abdel that guy who came last Saturday about my TIGUAN 2012 problems and still did not changed the oil and fix it , I spoke with my dad about it he said honestly thats too much for the cost estimates and the whole things takes only 1500 $ maximum, so may you please review the cost estimation and give me a better price thats all what I need" I can offer 10% off total repair upto 200.00 of. Service repairs are typically not negotiable but I am willing to help. Consumer Response /* (3000, 7, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you and I'm not satisfied at all, if you check the prices through the website for the parts you will see the big difference and that's not true I just show the prices to my friends and family they said what the heck they are doing my apology for these words . I just wanna let you know I'm not satisfied at all and my family , please guys I wanna fix this car as soon as possible I wanna good price that's all what I need but the way how he gave the cost estimation with this price that's not acceptable at all Thank you again bbb for taking care my case Business Response /* (4000, 9, 2021/12/01) */ We're sorry the customer is not happy with our pricing. However, it is the best price our dealership has to offer. There are other repair facilities who specialize in German imports. Perhaps they can do the work at the price the customer feels comfortable with.

*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. ↩