ComplaintsforVolkswagen of Naples

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2015 Volkswagen ***** from a third party. After purchase there was a problem with the "mode" button in the car. The warranty company had me take it to Volkswagen Naples for repair. After nearly 2 months my car was returned to me in worse condition. Multiple items stated in the Owners manual either do not exist anymore and are completely changed. For example, now when you select mode instead of offering "Normal, Eco, Eco+" (options mention in the owners manual) i am now offered "Normal, Eco, Off-Road". Currently I can only charge my car to 90% since the option to adjust charge levels has completely disappeared. The owners manual mentions when the vehicle is in reverse "ParkPilot" will activated however this is not the case. nothing shows. The vehicle i constantly telling me to "refuel" however it is an electric car. Setting charging times, charge to battery percentages, viewing battery levels is completely gone. After many attempts for Volkswagen to repair the car properly all the keep saying is "it is to factory settings." How can it be to "factory settings" but not match or operate how the "owners manual" provided with the vehicle says it should be. All I want in my car fixed properly.I have attached what the "Owners Manual" says should be my options and features and what is currently being displayed.

  Business response

  08/20/2024

  We are sorry to hear of ******************** dissatisfaction and appreciate his frustration.  There are a few circumstances around this repair that are complicating matters.  First, this is a 9 year old model that was never sold in *******.  It is an electric model that was built for specific markets like ********** so we have no point of reference or like vehicle to compare.  Secondly, the vehicle arrived with a radio that was from Volkswagen, but not original radio to the car.  This radio controls all vehicle functions so what existed was not compatible from the manufactures point of view.  Third, the client does have an aftermarket warranty and because of the vehicles age, it is no longer covered by VWs original equipment warranty.  For all of the reasons mentioned above, we made contact with the aftermarket warranty company and VWs engineering team called TAC.  A replacement radio was recommended among other things and programmed back to the factory settings we received.  VWs TAC team was involved through this process causing delays in correspondence about next steps.  Ultimately, Volkswagen and the aftermarket warranty company approved the repair procedures and parts and VWs engineering team reiterated it was operating as designed upon completion.  Regrettably, that leaves us with a customer that does not feel it is operating as it should.  We cannot argue one way or the other, only confirm we have been told that the work performed is as it should be.  
  

  I understand this is not what the client wants to hear, we all do.  We have no authorization to do any additional work and we have no point of reference to make any software changes other than what the brand has provided.  We are happy to help but have no direction from either of the two external participants.  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When leasing our car, the finance manager offered us additional insurance for the rims. He explained that the insurance would cover repairs if the rims were scratched or damaged. We agreed to add the insurance, which was an extra monthly cost for the duration of the lease. At the time, we simply took the finance manager's word, but yesterday my husband took the car to the dealer for a few issues, including two scratched rims. He was told that the insurance did not cover the scratches.We have been paying extra money every month for something that is useless. I would like a refund for the price we paid yesterday, as well as a refund for the entire time we have been paying for this insurance. This type of fraudulent action is what causes people to stop going to companies like yours, and I will be sure to warn everyone I know.

  Business response

  09/15/2023

  Thank you for the message and we are sorry to hear of ********************** dissatisfaction.  We understand that the declined repair at the dealership may have been confusing.  When the vehicle was leased on 12/2021, a variety of protection options were presented.  If they were not fully understood, I apologize.  The road hazard policy covers the replacement, mounting, balancing and disposal for a damaged wheel and/or tire(s).  This does not include cosmetic wheel repair, like a scratched wheel.  That is a separate policy and was not elected nor paid for.  We are happy to process the cancellation on ********************** behalf but that will eliminate the coverage for tire replacement.  As a separate option, we are happy to offer a goodwill gesture and repair one of the wheels at no cost if she would like to to pay the repair cost for the other.  

  Please let me know which suits the client best.  

  Thanks

• Initial Complaint

  05/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have reserved a service by VW of Naples on May 12. My car sensors were on for no reason, so I stopped by to see if it can be reset. Customer service representative told me they need to run diagnostic and ask me to sight a paper. I asked -"What am I signing?" He said $119 diagnostic fees. I signed. After about an hour my diagnostic fees rises from $119 to $141.19, because that's what he ask me to pay. My question was how come? He said - we included Miscellaneous fees. Miscellaneous fees were not explained to me nor discussed. Very misleading and disappointing. Based on that I am asking for full refund in the amount of $141.19, so next time I will be told an exact amount I will be charged.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/13) */ Thank you for bringing this to our attention, we were unaware of your dissatisfaction. The cost of diagnosis is $119 plus tax and fees. Our apologies if that was not explicitly stated. Attached is a copy of the repair order you received initially and it does provide a total estimate of $150 near the top. You are correct that the original estimate is not specifically itemized. Separately, no diagnosis fee is incurred if you or any other client elects to move forward with the repair. In this case, a wheel speed sensor was suggested for a fix. We strive to be transparent and communicative through the process providing both reasonable estimates on repair cost and timing. As you indicated, you did approve the diagnosis portion of the bill. This would indicate that we are off, based on your calculations, by $22.19. We did perform the work requested, we did quote $119 with a total estimate not to exceed $150, and we did collect $141.19 by credit card for declined services. I am happy to refund the $22.19 to the same method of payment or apply all of the $141.19 towards a repair if you so choose. Please let me know how you would like to proceed and we can address immediately. Thank you, Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Total estimate in the amount of $150+tax was Never brought up to me, so I couldn't possibly acknowledge it. Yes, the difference is only $22.19, however the reason I am asking for full refund is to make a point. I left critically dissatisfied by being overcharged. So, I'm standing by it and still asking for full refund. Business Response /* (4000, 12, 2022/06/06) */ It's unfortunate Ms. ***** left critically dissatisfied. It's disappointing to hear that Ms. ***** sees no value in our service capacity, skill level, or technical knowledge and time. We work hard to train our skilled team members so we can accurately determine the issue with all of our customer's vehicles, as no one wants to be left without their car. In her own words, the only confusion on the estimate was $22.19 in tax and shop supplies. I will continue to offer that as a one-time gesture but do not see a full refund as appropriate or worth considering. We fulfilled our objective of diagnostic, and are not in business to work for free. I presume Ms. ***** does not either. Consumer Response /* (4200, 14, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not necessarily. ABS sensor has been replaced since, based on your diagnostics, however problem still remain. I'm not suggesting for the business to work for free, I'm suggesting to make it right. The problem started right after complimentary tire rotation that was performed by Volkswagen dealership somewhere around beginning of April. Very next day all warning lights lit up like a Christmas tree. Rather than looking into a problem what could've happened and fixing it I was overcharged on diagnostics, received an estimate of 500+ dollars to replace an ABS sensor and $3500 of other potential work.

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