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:04/03/2025

  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 went to the dealership on Feb 20th 2025 for an oil change.. I left without my car because they totaled it !! They offer a complimentary carwash but they don't tell you if it's damaged or totaled by the carwash company.. Volkswagen is not and does not claim any responsibility at all.. I didn't bring my car in for service to the carwash company I just accepted the complimentary carwash vw offers. The dealership does not inform you if you take the carwash that they are not liable for your car any longer. The carwash company insurance paid what (they) said was fair plus ******* ****** vice president helped pay towards another car. My complaint ain't about them it's about Volkswagen dealership of Ocala for not taking ANY RESPONSIBILITY what so ever. I drove into that dealership with a paid off car and left with a TOTALED car and now I have another car payment.. BAD BAD business relation because they took no responsibility what so ever. I feel they need to disclose that to their clients if your car is damaged while under the complimentary carwash care.. They are not responsible but they don't. Rode in with a paid off car. Rode off with a car payment.

  Business Response

  Date: 04/12/2025

  Hello,

  We completely understand why she is upset. I feel horrible about what happened to her car. We have a company that we subcontract to wash our service guest vehicles, and unfortunately, their employees we involved in an accident will cleaning her car. Thank goodness no one was hurt. Their insurance company will pay for damages to her car. It is completely understandable for her to feel angry. She has been coming to our dealership for service over six years. Our main priority is to provide her with exceptional customer service. This is truly saddening, and I will be in touch with her. I would like to convey my sincerest apologies to her. 

  Sincerely,

   

   

  ***** Watts 

  Volkswagen of Ocala 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23158660
  
  I am rejecting this response because: 

  I recieved a call from Mr ***** ***** an employee with the dealership.  Our conversation did not go well.. It went from ** dealership taking no responsibility to yes they did.. The carwash company took responsibility but not the dealership.  Mr ************ told me not to slander their name.. I told him I will not do that because of what I'm saying is true.. it's not a lie. 

  Slander : act of damage to someone's reputation by not telling the truth.  

  What I wrote is true. Mr ******* ****** did his share. I even commended him on that in my last email. Me and the dealership do not come to the same resolution or resolve. So I left it at that before things got out of hand. 

  I will tell the truth on what happened they can not take that away from me. The truth will set me free.  (Persay)
  A very dissatisfied X loyal consumer of almost 6 years.  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/23/2025

  Hello, 

   

  We are very sorry the outside company we hire to wash service guest cars had an accident while washing her car.  *********************** paid for her car. The company *************** paid an additional 3000-dollars to go with the insurance check to help Ms. ******* We value the opportunity to provide the best service possible. Customer satisfaction is our number priority. We hope she will accept our sincerest apologies. 

   

  Sincerely,

   

  ***** Watts 

  Volkswagen of Ocala 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23158660
  
  I am rejecting this response because:

  I had a fully paid off vehicle and now I had to get another car due to the damage they done. Yes Mr ****** did the right thing but as for the ** dealership of Ocala I do not forgive the mess you created and the next few years of payments that I must indure now.  Mr ****** and I are the only ones taking responsibility. Volkswagen dealership of Ocala you are total frauds.. You DO NOT CARE for your clientele and unless you try and make some kind of mends. I will not tell a lie as in saying your company doing the right thing.. I will tell the truth as to what happened.. The picture of my paid off car just shows how I took care of it.. **** I took it to them for service for the past 6 years. Shame on you ***** ********* service manager, you too ***** ***** and the whole ** dealership of Ocala Florida. 
  Shame Shame on you for passing the **** and taking no responsibility. 

  But I thank you Mr ******* ****** for being decent and responsible in this unfortunate situation.  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/29/2024

  Type:Order 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.

  02/28/24 Price of vehicle when video was personally sent to me.$21,963. After The dealer oversold us products without ... it state on contract ( seller must identify who is paid and described purpose) which was never done. ****** threw papers at us to sign . Dealer didn't give us copies of contract until 3 /22 in the mail after requesting them.. ( our age is 62 and 72) They dealer admitted fault and canceled an additional $2,704 $1,472 $1,534 In charges.Now the dealer is supposed to be sending us a check an additional $2,700.because we were overcharged on taxes,****** advantage and car reduced right after purchase discount.Theyve packed on almost $9000, worth of non- essential costs without taking the time to go thru the non essential charges and ask for approval from us. Which contract clearly states the seller must go thru charges and whos paid and what their for. My math after price of vehicle $ 21,293 Deductions/ credits/ canceled no essentials.$21,963 plus dealer fee/ tax / title -their deductions - $5,500 my cash down payment The check their supposed to send $2,700.I believe I owe about $18,000 and change They're telling me after I pay the bank the $2,700 check their sending well owe about $20 000.I think they're ncorrect I can't figure it out They've got the contract all screwed up as far as I'm concerned. Their business tactics should be looked at.

  Business Response

  Date: 05/09/2024

  Hello, 

  I trust this email finds you well. I am writing to address the concerns *********************** raised regarding the pricing of the car she purchased from us. Following our conversation on the phone she and I had a while back; I offered a goodwill check as gesture of our commitment to customer satisfaction. We lowered the internet price on the vehicle the same day she and her husband purchased. She brought this to our attention, and we definitely owed her the difference. I understand she and her husband decided to cancel the additional products purchased along with the loan. I confirmed that the products have been successfully canceled, and goodwill check has been sent to Mrs. and **********************. 

  I would like to speak with *********************** again, making sure we have addressed 100 % of her concerns. I would like to sincerely apologize for any confusion or inconvenience this may have caused. We are dedicated to ensuring customer satisfaction. I propose a meeting to review the details in person and clarify any remaining concerns that Mrs. and ********************** may have. 

  Thank you for your understanding, and please let me know a convenient time for us to meet and address this further. We want you and your husband to be very satisfied.

   

  Best regards, 

   

  *********************,

  General Manager 

  Volkswagen of Ocala 

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Paid over $28,000 for a 2021 VW Jetta 13 months ago. Nothing but problems since purchase. The Check Engine light STAYS ON and the dealership "can't" fix it . I would not know if there WERE something going on with the car because the engine light is on ANYWAY. It is a safety issue. They would NOT make a fair exchange with me. They told me my Jetta is only worth $12,000 . WHAT ??? these people have shown themselves to be unethical and this behavior is apparently encouraged by management. If my car is only worth $12,000, then they BADLY RIPPED ME OFF 13 months ago. I WANT JUSTICE. They advertised a ****** Camry online, and when I drove over there all of a sudden the price was no longer $21,000, now it was over ******. They told me to "take out a loan" to do an exchange after they already took over $28,000 from me for a car they now say is worth $12,000. This dealership needs to be investigated.

  Business Response

  Date: 01/13/2024

  Thank you for your feedback letting us know about your experience and concerns. We make correction and action plans immediately to improve. We very much appreciate you and would love to help. I've had a chance to review your complaint and would like to apologize for the issue. I was told the check engine light is for software update. Volkswagen North America is working on update to repair, but update is not available at this time. We will call Volkswagen this week hoping they will give us more clarity when this update will be available. I reviewed your previous purchase. If you would like to consider trading for something else, I will personally appraise your trade and help with pricing. I will do as much as I can to help. We do not want you or anyone feeling upset. I totally understand why you are upset. I would feel the same way. I tried calling earlier, please give me a call when you have time at ************ 

   

  I hope you will give us a second chance. Please, accept my sincerest apologies. 

   

  Sincerely,

   

  *********************;

  General Manager 

  Customer Answer

  Date: 01/14/2024

   
  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

  Date:09/26/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 02/27/2020, I purchased a used vehicle from VW of Ocala. At the same time on the same date, a family member also purchased a vehicle with the same payment method from the same issuing bank (but different account) and for the exact same amount. Our transactions were handled by two separate employees when it came to payment. My person incorrectly entered information that caused a lien to show for my account, despite having paid in full for the vehicle. The forms were displayed electronically within a desk unit, and were scrolled and clicked through by the person processing the payment, with “sign here, initial here” being said in rapid succession without my being given the ability to read any of the forms. I was told that I would be mailed the paper copy of my title and never received it. After not receiving it, I attempted to use the online DMV portal to print it out myself, only to receive an error message that I could not because a lien exists on my vehicle. I have spent 3, going on 4 weeks asking for this to be rectified, and have been passed around by several people who ask me to “wait just a little longer.” It is my understanding that a paper title must be supplied within 30 days of vehicle purchase. It has been over three years. I have spoken with individuals in the title department and the General Manager of VW of Ocala, VW Credit who confirmed that I do not exist in their system because no lien was ever present, called the president of ****** ********** who never responded to my call, and the DMV. I still am not in possession of my title for a vehicle that was purchased outright in 2020. I am unable to sell my vehicle due to this. By contrast, the family member who made a purchase the same night as me received their title and was able to sell their vehicle without issue. Apologies and “give us more time” are not sufficient reparations; results are what is expected. The GM had the gall to say that I could purchase another car from them if I’m in the market.

  Business Response

  Date: 11/03/2023

  Please accept our sincerest apologies from our team. We made an error in titling. The customer let us know in September this year.  He never had lien. It took about 30 days for the error to be removed. We are very sorry this happened to you. It will never happen again. We have implemented a new process going forward to catch mistakes. 

  We have provided the customer with the lien released title. As good will and apology for the trouble we caused we helped the customer with monetary reimbursement. We feel horrible about how we must have made you feel.  We hope you will give us a second chance in the future. 

   

  Sincerely,

   

  Bobby

  General Manager 

  Volkswagen of Ocala 

  Business Response

  Date: 11/03/2023

  Please accept our sincerest apologies from our team. We made an error in titling. The customer let us know in September this year.  He never had lien. It took about 30 days for the error to be removed. We are very sorry this happened to you. It will never happen again. We have implemented a new process going forward to catch mistakes. 
  We have provided the customer with the lien released title. As good will and apology for the trouble we caused we helped the customer with monetary reimbursement. We feel horrible about how we must have made you feel.  We hope you will give us a second chance in the future. 
  
  Sincerely,
  
  Bobby
  General Manager 
  Volkswagen of Ocala on...

  Customer Answer

  Date: 11/10/2023

  
  Complaint: ********
  
  I am rejecting this response because clarification is required:

  Volkswagen of Ocala was notified in 2020 when the purchase was made; not just September of 2023. It also took inquiring with an attorney, contacting the state AG, BBB, (here) DMV, FDACS, VW Credit, ****** **********, and FLHSMV to get this rectified. Notification of the dealership alone did not move things along; it was not until I reached out to Bobby that things began to take a more productive, albeit slow, turn.

  I do appreciate Bobby remaining open to contact once I reached out to him, and for understanding that none of my frustration was personal in nature. He was the only pleasant individual to work with from that establishment, aside from the person who directs phone calls, with whom I had direct contact.
  

  The release that I was required to sign for the monetary goodwill was phrased in a manner that I was not a fan of, but my hands were tied in terms of signing to receive the compensation. The person with whom I dealt for the signing gave the impression that he would rather be anywhere else and doing anything else.

  With this clarification made and added to the record for future customers to read if they so choose, I am more apt to find this situation “resolved.”

   

• Initial Complaint

  Date:05/23/2022

  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.

  April 29, 2022 Failure to disclose number of banks user before finding one to buy the loan. Failure to be honest with customer they could not be approved due to limited income.

  Business Response

  Date: 06/21/2022

  Business Response /* (1000, 5, 2022/05/24) */ This is completely false from the consumer. I will not get into specifics about credit and income but unfortunately some consumers can't be approved based on past history or whatever the situation is, and they blame the dealership as its our fault. We have multiple forms that are signed and time stamped that goes over everything with the consumer. We are completely up front about everything, and we would rather not sell a car, then be accused on not being honest. No car sale is worth our integrity. We have numerous awards for customer service and satisfaction and would never jeopardize that for one car sale. Sometimes it does take trying to reach multiple banks to get an approval. Sometimes it only takes one bank. Each customer is different based on multiple criteria, and we let customers know that upfront. Consumer Response /* (3000, 7, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) On May 25,2022, I received a message from Volkswagen of Ocala, asking if I was interested in them purchasing back the car or perhaps finding a different car. I called and text Ryan the salesperson who called, but he never responded. My message was I would be at the dealer on Thursday. I went there, he took pictures of the vehicle and came back to me stating the buyer was not available until today, Friday May 27, 2022. Ryan also stated he would call, but as of 3:33pm, he was not called. According to Ryan **** the manager said I should wait until the weekend was over maybe a vehicle would be traded in. The response is not acceptable. We are talking about my credit report. I know exactly what's on it. However I talking about my income which cannot change. Therefore the bank denied me based on my credit. I remain Susan ***** Business Response /* (4000, 10, 2022/05/31) */ All questions were explained up front and have signatures and initials by everything. Nothing was hidden from the customer. Everything was completely explained. We can't control consumers past credit history or income levels. We got her approved for the payment and term she asked for, which also has her signature by it. After about 3 weeks of owning the vehicle a family member called and said that he wanted to change her payment, which we said was not possible. Again, I am not going to get into the details of the deal, but he threatened us. We feel as though this is why there is a BBB complaint as a way of trying to ruin our reputation of great customer service over our history which is backed by awards and multiple great reviews. I am not sure what she is wanting to come from this, as her complaint was that trying to get approved was not fully explained to her. We did get the approval and she purchased the vehicle.