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:04/09/2024

  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.

  Account under ********************* and *************************.Took our daughter 2014 jetta for inspection of oil leak yesterday Monday 930 am appointment. Informed of $250 inspection fee and agreed. If we did the job we wouldn't be charge for this.Report came back with 3 issues and one being breaks needed to be replaced. Not related to my request but we decided to go ahead and get it fixed first due to cost of the other 2 repairs. Those we would do it at later times. We agreed to amount of service to be paid in writing and later was charged the $250 inspection fee. When called to inquire why service was $250 more than what we agreed to pay in writing was told the break work was not related to my inspection report. Nowhere did ******* informed us of this. Not in writing, not by phone. So best next time I say inspect my vehicle so all is included on inspection fee. Think about the logic? We are asking for the credit card used to be refunded the $250. My dsughter went to pick up car and was naive about charges. I wouldn't have paid it but I was not there.Keep in mind, we have 2 other vehicles that we service there. 3 vehicles I have purchased there in the past. 1 vehicle purchased from another volks dealer and took it there and gave you guys the account. So you can see our loyalty ***** used to be our sales rep for many years and did awesome. Never an issue but new staff needs training. To summarize, I am asking for refund of $250, otherwise, we probably will take the 3 vehicles to another dealer for services, and will never buy again from you. It was a sleek, deceitful way to do business and not appreciated. All would have been avoided if rep would bring up point that we would still be charged inspection fee due to service done not related to my original request but offered by the dealer.

  Business Response

  Date: 04/09/2024

  The vehicle came in with a concern of an oil leak,  the customer was advised that the diagnosis would go towards the repair if it was performed.  The diagnosis was performed and found the upper and lower timing covers were leaking and provided a quote for repair.  We also perform a free safety inspection on every vehicle and found the rear brakes were very low and needed to be replaced soon.  provided the customer with the quote for repair for the concern it came in for (oil leak) and the rear brakes that were low found during the safety inspection.  The customer DECLINED the oil leak repair that was diagnosed and approved the rear brakes that were found during the safety inspection.  If the original repair that the vehicle was brought in for was performed the customer would not have paid for the diagnosis as it is waived if the repair is performed.  The rear brakes were found during the safety inspection and have nothing to do with the original concern (OIL LEAK). 

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21549499
  
  I am rejecting this response and wont be taking any of our 3 vehicles there anymore. You just lost major future business. Please dont contact us again as we will be taking our business to another volks dealer. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/22/2024

      The customer in their own words stated ' THAT THE DIAGNOSIS CHARGE FOR THE CONCERN WOULD GO TOWARDS THE REPAIR" .  The vehicle was diagnosed and the customer "DECLINED" the repair for what the vehicle came in for.  If we told the customer the vehicle needed wiper blades (hypothetical) would the diagnosis charge go towards replacement of worn wiper blades?  The dealer diagnosed a concern the customer had and was declined.  No further action will be taken.  Thank you

• Initial Complaint

  Date:11/28/2023

  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.

  I purchased a brand new 2022 Volkswagen Tiguan ($36,000) on 11/2022 from Orlando VW South. Upon receiving the vehicle I noticed issues with the oil consumption, in less than 3 months of bought the oil light turned on and when I checked it was missed 1/4 oil, I added and made an appointment, took the car to the dealership and they told me that it was normal and less than a year I have to added 3 times oil to the Tiguan, I went back to the dealership and they told me that is responsibility of the owner and not the dealership, at the ****** miles they did the oil change, right now it has ****** miles and I had to add oil two times more. My daughter has VW since 2017 and never had a situation like this, my son and my two grandson has the same vehicle and not issues neither, I went to VW in hopes to begin the refund/buyback process to get a new vehicle and they keep saying that is my problem. This is not how the experience of purchasing a brand new vehicle should go and it's causing a lot of issues for myself and my family. I am *********** a refund under ******* Lemon Law and it seems as though that they are going to drag this out as long as possible, meanwhile interest rates are climbing and I am keep adding oil to my brand new vehicle. I want them to fixed this situation, gave me a refund or a new vehicle.

  Business Response

  Date: 11/29/2023

     Have read the customers concern and as per Volkswagen guidelines the vehicle may use up to 1 qt of oil in ***** miles of driving and is considered normal as per the manufacturer.  We have seen the vehicle 1 time for maintenance at ***** miles on 7-14-2023.  We have not seen this vehicle for any reason pertaining to oil usage,  as stated above as per the manufacturer oil usage is normal and may use 1 qt. within ***** miles.  The BBB concern would be with the manufacturer not the dealer.