ComplaintsforVolkswagen of New Port Richey

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a $30,000 vehicle from Volkswagen New Port Richey they sold it to me with four dry-rotted tires a missing hubcap and still have not gotten me a permanent plate and it's been almost 2 months now every time I call Volkswagen or lithia motors neither one of them ever answers the phone and I can't get any kind of resolution out of them to solve this problem

  

  Business response

  03/06/2024

  Hello, 

   

  We have already resolved this matter with the customer. We cut them a check for the cost of repair and customer is now pleased. 

   

  Thank you. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1/15/2024-0800 I dropped my car off at ********* to have oil change, and brakes and battery checked. I Dropped off with ***** miles, service adviser was commenting how I was able to get it in so close to my ***** mile checkup.. 1/15-I came back approx 11am, to pick up a loaner and get sunpass. My service adviser ***** drove the car up to the customer service area. It had no problems. They were keeping the car to replace brakes and rotors, and battery. 1/18-I came to pick up the car, I paid and went out to get in the car, and there was a huge crack across the Right side of the windshield. NOT THERE WHEN I DROPPED OFF. A different service adviser put me back in the loaner, and said she would pull pictures and speak with my regular service advisor. 1/19-Lexie my service advisor let me know that they would be taking care the windshield, that the crack was definitely not there when I arrived, and since it happened while they had the car they would fix. They would need to get the repair authorized when their Service manager **** returned from Vacation on Monday the 22 January. She provided me with the pic of car from arrival. pic provided 1/22-***** texted me to tell me that **** felt that this was not VW fault or problem and they would not be covering the replacement. I told her unacceptable, and that this happened while they had the car. She apologized.Manager **** called me & tried to convince me that this was not their fault, and offered a free gas fill up, and delivery of my car to my home to call my own insurance. I declined 1/23- picked up my car, ***** told me she fought for me and tried to get my car covered because it was definitely VW fault. But **** declined. CAR HAD ***** ON IT at pickup. SOMEONE was DRIVING IT NO GM Called me, no one reached out at all. I filed a complaint through VW corporate and they still have not reached out to remedy the situation. IF YOU BREAK SOMETHING ON MY CAR IT FALLS UNDER YOUR INSURANCE! MY CAR CHARGER IS ALSO MISSING.

  

  Business response

  03/21/2024

  This response was taken verbally by BBB:

  We are working on resolving the issue with the consumer but are needing an invoice from her insurance company so we can send it to our accounting office in order to have a check cut for reimbursement on the windshield. Her insurance agent has been out for the past two weeks so this is the reason for delay, however once we hear from him/her we can move forward.

  Customer response

  03/27/2024

   
  Complaint: 21261033
  
  I am rejecting this response because: Case still pending reciept of the check. The dealership was in contact with travelers insurnace and was given an invoice and address to send the check. ********* appears to be cooperating, and travelers insurance is pending receipt of the check at this time.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 10th 2023 I purchased a used vehicle from the dealership. $47,871 They told me that they just due electronic titles now a days.I went to sell the vehicle recently for an emergency and find out that the title has never been changed to my name for the vehicle. After them blowing me off, not returning my calls, and then just screening my number not to pick up for a week I am no closer to getting the ownership title of my vehicle so that I can sell it for the money I needed last week for an emergency. I do not know what to do or who to contact about this. I feel like this is fraud. I payed for the vehicle outright, no financing. They specifically told me that there is no title to look for cause its all electronic. Then I find out 5 months later they never transferred the title to me. I needed the money from the vehicle I own a week ago, but cant get it cause no one thinks I own it and there is no title matching my information.

  

  Business response

  03/21/2024

  This response was taken verbally by BBB:

   

  We have been attempting to reach ************** to see what we can do to assist, however he is not responding to our calls or text message. Please advise him to contact us at ************ and ask for a sales manager.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company posts vehicles at low prices to lure buyers in and then they overcharge them thousands of dollars. I had the misfortune of finding a truck they had posted on Autotrader for $26,808 so I contacted them and they wanted me to come in and called me several times asking when I could come in. I explained I live states away and would need more information about the vehicle before Id make the 20hr trip. They offered to ship it. Once we started talking about financing and actual final price the truck was dang near $10,000 more. I explained that was way too much and ten thousand over the advertised price, they then said it was this fee and that fee and all are standard. I explained that I could submit a cash offer based on the price provided on the website and that Autotrader has policy against adding hidden fees. Now they wont return calls and the sales guy is always busy when I call to check on the status of my cash offer submitted through Autotrader. These are predatory sales tactics and are illegal. I will be following up with their parent company Group 1 automotive as well to try and resolve this issue.

  

  Business response

  08/01/2023

  We have reached out to the customer to find out where the disconnect in communication was made. We will keep you posted as we remedy the complaint. At no point was there a case of false advertising. 

  Customer response

  08/10/2023

   
  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.
  We have since dealt with Mr ************************* about the issues we was having and he took total control of the situation and made everything more than right. We have bought several vehicles new and used and I will say that VW of New Port Richey and **** made this purchase very pleasant. My wife and child was treated so nicely, Id definitely do business with them again. I cant say enough about how wonderful my family was treated. I feel like an a** for even giving the review I did. 
  Sincerely,
  
  ***************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Updated 4/14/2023 On 3/13/2023 I brought my Certified Pre-Owned Volkswagen (Thought I Bought at this Dealership as well) in for Service. I needed a USB plug replaced and a speaker was blown. After 2 hours I was informed that none of these items were under their certified pre-owned warranty, and I owed them $120 for troubleshooting fees and also suggested because they were testing my bas USB plug with android auto that since the display came up bad that I should replace my head unit as well. They then proceeded to give me a quote to fix these items.I was very upset about this and ***** or **** from sales reached out to me after leaving a negative review on ****** about my experience. I was assured that it was a mistake, they refunded me my $120 and claimed that they ordered my USB plug and speaker and they would replace it and cover the deductible charge for the inconvenience. This phone call happened on 3/13/2023 as well.Fast forward a month later I have been very patient have made no contact just thinking its taking awhile for them to get parts. Reach out today just to get an update, and I get "What parts" as if the conversation I had with ***** or **** never happened. ***** or **** assured me that I could contact them if I had an issue with this and now I cannot get ahold of this person or any upper management at this dealership. At this point I can honestly not recommend this dealership take a trip 30 minutes south and save yourself a lot of headache! I will be reporting this on as many avenues as I can to spread awareness of your predatory service practices and your inability to come through with promises. It was simply a false promise to remove the 1 star review and make it look like they are attempting resolution with their customers. I can advise you, THEY ARE NOT. DO NOT fall for their replies to their reviews, they resolve NO problems. Proceed with your own risk I just want to share my experience to hopefully avoid someone else going trough this.

  

  Business response

  04/17/2023

  Good morning,

  We have reached out to the customer again to provide the correct information as too when his parts are going to be here. He states he is satisfied with the results and we will keep in touch with the customer until this issue is fully resolved. 

   

  Thank you

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

  Customer response

  04/17/2023

   
  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, as long as they see this promise through and it does not end the same as last.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a LEMON. I bought a certified pre owned 2014 Passat TDI in August 2020 that was under warranty and I also purchased an extended warranty. I had the car for a day and I was driving it to the new state that I moved to when my coolant light came on. I immediately reached out to the dealership and spoke to the associate that sold me the car. He told me to take the car to my nearest VW and the repairs will be fixed under warranty. This vehicle has been leaking coolant and being serviced for it from the day that I purchased it. Near the end of my warranty I had to get the car serviced again (while I was a few days away from giving birth) at a new location for the same issue and they had my car for 6 months waiting for parts. The car was returned and still leaking coolant. I was finally told that the part it is leaking from is not covered under warranty. I reached out to the location that sold me the vehicle ( New Port Richey) to try and get the issue resolved and they were of no help. The people I spoke to were playing the blame game and said they would not take any responsibility for it. Mind you the car has had the same issue from the day that I purchased it. I spoke with customer care and this location claims they never received word of any issues after sale, but I provided text messages from myself and their associate stating otherwise. Now Im supposed to pay $1400 to fix an issue that the car came with. I was sold a lemon and I want the issue fixed or another vehicle in its place. This car is my only means of transportation and Im a single parent who doesnt have that kind of money lying around. I am very disappointed with this company.

  

  Business response

  02/01/2023

  We are very sorry to hear about the situation that is going on. This vehicle did not have these issues at the time she purchased it. Since the warranty work has been done at another dealership I would advise the customer to reach out to them as it seems they didn't fix the issue properly. We have provided VW customer care with documents of any repairs done here and at other VW dealerships since the purchase was made. Please let us know if you need anything else regarding this issue.

   

  Thank You

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

   

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am apoplectic! Overlooking the fact that our car is less than three years old and I am having to take it in to get the tint repaired on the back window, the service we have received from this dealership is horrendous. Wr had to wait a month for an appointment (because they werent capable of providing that service for quite some time), and when I took it in two weeks ago, I was informed that they dont have **********. (When I got there for my standing, month-long, scheduled appointment). They also refused to fix the seat a second time, saying it is wear and teareven though its newer than the car, because I have already had issues with that seat. Conveniently; however, the battery in my less than three year old, new Beetlewhich had given me exactly zero problemsnot even a flicker on the battery lightcompletely and thoroughly died while they were not repairing the back window a week agothe last time I took a morning off and dropped it off for a scheduled appointment they were incapable of honoring. Regardless, I am more than reasonable, but had to make multiple calls to follow upjust rude. Last week, they finally gave me a second appointment for this morning. When I arrived at the dealership at 8:30 (on the second morning I took off from work to drop my car off), they told me they cannot do it, and that I have to take it into the original dealership. I have now taken it into this dealership twice (both Times with appts), and now Im being told its not some thing they will fix? (So much for bumper to bumper). Incidentally, I get my oil changed at this dealership regularly, and have been in several times for required maintenance. So this dealership doesnt mind working on my car when they are grossly overcharging me, but apparently, honoring the contract is slightly above them (and they clearly arent competent enough to remain fully staffed, or adequately communicate with their customers). This is what VW has become? Sad.

  

  Business response

  11/02/2022

  We have an appointment for this customer this weekend and will come up with a resolution. 

• Initial Complaint

  05/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 10th I went to Volkswagen of New Port Richey to look at a used car which they had advertised for $11,300. After test driving it, I offered $10,800 total, with $2000, down, which they accepted. It was a very long process to get everything in order as I had trouble getting insured due to having lived abroad for the past nine years. I finally did get insured, but there was, reportedly, also difficulty finding me a reasonable interest rate on the portion of the car I was financing (even though my credit score was 820). The manager came over to apologize for the rate they eventually locked in as it was over 11%. Due to this he offered to take an additional $500 off so we agreed on $10,300 total for the car. When I met with their financing agent I was then told that they were also able to include an extended warranty (VSC) in the deal (something I never asked for and was not familiar with). I asked if there was an additional charge for this and was told "no". To cut to the chase, I've now learned that I was charged for the VSC, for $2550 and, in addition, there was a $1491 additional charge for "Reconditioning Fees" and a $999 predelivery charge, which I never agreed to. and was never told were extra. I tried to work things out with the dealership over the past couple weeks but they have only offered to refund the VSC fee. They are saying I agreed and signed for the additional charges, but this never happened. I was there with a friend that day who was witness to all of the negotiations, and is as shocked as I am by this deception as it was clear that the deal was for $10,300 all in for the car. (BTW, the final price they gave me was 10K?). They took advantage of my inexperience and exhaustion, and I believe this is systemic (a quick search online shows that there are others who have or are having similar issues). I am now looking for guidance on how I can recover these substantial losses and what further actions I should take. Thank you in advance for your help.

  

  Business response

  07/14/2022

  Business Response /* (1000, 11, 2022/06/15) */ We have reached out to the consumer and offered to cancel the warranty he agreed to purchase. He responded by saying that was not enough for him. I have documents with both his signature as well as mine on the agreed pricing. When or if he changes his mind about canceling the warranty I will make sure it happens. Consumer Response /* (3000, 13, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This dealership is only offering to refund the extended warranty, which I didn't ask for and had been told would be included at no extra cost. The "refurbishing fee" and non-itemized "delivery fee" are well known deceptive practices and I'm not willing to accept anything less than a full refund for all of these charges. Their actions are unethical and they should be held to account.

• Initial Complaint

  01/17/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Total deception and misrepresentation of sales tactics to lure in innocent buyers. Advertising a truck for 15,999 and when I called they said the truck is that price, but when they sent me the estimate they added 3500 dollars in junk fees thinking i am a stupid consumer, This dealership is not to be trusted and these tactics are illegal and I am filing a report with the Attorney Generals Office also. Karen is the internet manager that either used this dishonest tactic or was told to use them by her manager. This is a criminal issue and should be prosecuted.

  

  Business response

  02/25/2022

  Business Response /* (1000, 13, 2022/02/18) */ This issue has been resolved. Truck was sold at the price desired by the consumer. We delivered the truck at no extra charge as well. We have done everything that was asked and more (including a $1000 check to consumer for a radio issue). Consumer should be completely satisfied.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Beware! My wife and I purchased a vehicle from them this past August and four months later we still do not have our registration. We cannot get anybody to return our phone calls including Mark A. the sales manager and Pat M. the general manager.

  

  Business response

  02/03/2022

  Business Response /* (1000, 7, 2022/01/18) */ We have worked through our tag and title work process and the customer has received their out of state registration.

*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. ↩