ComplaintsforOrlando Volkswagen South

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom it may concern, On May 5th I test drove a 2016 Mazda3 vin # ****** III78GMXXXXXX at the above referenced car dealership. My salesman was Daniel ****** I took the car for a test drive and immediately told him that the brakes didn't feel right to me. There was a vibration when I stepped on the pedal. He stated anything that needs xed will be xed, stating that they did just put new brake pads on the car. This vibration however didn't feel like new brake pads to me I thought it was rotors since I've had a similar issue with my 2008 Mazda3. We did not take the car on the freeway, nor did I suggest it which hindsight we should have, but on the drive home the NEXT day (because I took the freeway) l noticed a pretty substantial shimmy when I went over 50mph. I immediately text Daniel telling him about my concern. During the preliminary paper signing the contract did say "AS IS" BUT Daniel pointed to it and again stressed "but we will x what ever you nd" which you can see he also stated in his text to me. Yesterday was the 1st opportunity I had to get the car back to the dealership to take care of the issues. The service person Deven came to me and said the vibration is a bad front rotor and the shimmy is a bent wheel (to which later he told my husband there were 2 bent wheels) He stated he spoke with the sales manager who refused to repair anything. When he spoke with my husband and I I advised him Daniel assured me anything I found would be xed. The sales manager then stated that I bought the car "as is" I then advised him I never ever would've bought the car (it was $15k and a 5 year loan!) if I had known they wouldn't honor their word. The compromise they made was they did replace my 2 front rotors, which did completely eliminate the vibration. However, he refused to x the bent wheels stating it was something I could have done? I had at this point put less than 300 miles on the car and how exactly does someone get 2 bent wheels in less than 300 miles travel? I would have NO reason to lie about the shimmy upon the 1st highway drive! They instead moved the one bent wheel to the back which has made the car completely inoperable at speeds over 60. Driving home last night the shimmy is unbelievably worse and completely unacceptable I was terried l was going to lose control of the car. The paperwork they gave me yesterday stated they didn't do any repair but there was no longer a shake in the steering wheel is absolutely false.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/25) */ We have responded to this matter on two occasions. We have offered to take the vehicle in question back on two occasions. We have nothing additional to offer in this matter.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I test drove a 2016 Mazda3 on May 3rd, During the test drive I advised my sales person Daniel ***** the brakes didnt feel right to me. He stated anything wrong with the car would be fixed if I bought it. We did not take the car on the highway instead sticking to streets. Several texts went back and forth between Daniel and I, me asking the day I came to pick up the car if the brakes were fixed, He said the service crew stated there were new brake pads and they need to be broken in? (This was a bad vibration NOT new brake pads) During my drive home I noticed the brakes were still wrong. Also when I finally got the car over 50mph it had an unbelievable shimmy, I text Daniel to let him know the brakes were still wrong and about the shimmy, He text me stating the tires probably just needed balanced. I was finally able to get the car in today for service. Turns out the brakes were 2 bad front rotors, and the shimmy is TWO bent wheels. The service manager argued with me that I bought the car "as is" and he wasnt going to fix the issues. I advised him the brake issue was brought up during the test drive and the shimmy issue was brought to Daniel's attention THAT day via text. They agreed to replace the rotors but refused to fix the bent wheels - having the nerve to say I couldve done that! TWO wheels? Why would I bring that up the day I drove the car off the lot? The car currently has 88830 miles on it, when I bought it 10 days ago it had 88597. I've barely used it! I would have no reason to lie! Driving it home today the shimmy is horrific (worse than it was because they moved one of the bent wheels to the back) it literally is undriveable over 50mph thats how bad it shakes That car cost me over $15k and by the word of the saleman that everything would be taken care of - everything should be taken care of or I would've NEVER bought the car!

  Business response

  06/07/2022

  Business Response /* (1000, 5, 2022/05/19) */ We make every reasonable effort to meet the expectations of every customer. In this case we made multiple efforts to remedy these concerns. Unfortunately we are not able to make any additional repairs on an AS-IS vehicle. Both parties are responsible to verify the AS-IS status of the vehicle as it had no remaining factory warranty. We did make the repairs as noted in the complaint per his request. We document any/all promises made to every customer on our WE-OWE form signed by both buyer and seller. No corrections were noted on the WE-OWE at the time of sell. The correction were made as an act of good faith. We apologize for any misunderstanding. Any additional repairs will be made at the customers expense as these repairs were not reflected in the Cost/Price of the vehicle. Consumer Response /* (3000, 7, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would NOT have driven that car off the lot had it not been the word of my salesman that they would take care of everything. Even when I started the preliminary paperwork the salesman pointed at the "as is" and told me not to worry about that. The car had bad front rotors from day 1 - and there is no way I caused 2 bent wheels driving the car not even 300 miles! I will accept nothing less than the bent wheels to be fixed. The car is inoperable at speeds over 50mph - the shimmy is so bad I'm afraid I will lose control of the car - a 15k car that literally sits in my garage because it's inoperable on the freeway. Business Response /* (4000, 9, 2022/05/20) */ Unfortunately, We are unable to offer any additional repairs to this vehicle. As stated previously both parties acknowledged the AS-Is condition of the vehicle in this transaction. In addition to the good faith repairs that were made, we offered to take the vehicle back. This offered was declined. We apologize for the confusion. Outside of returning the vehicle, we have no other offers of resolution. Consumer Response /* (4200, 11, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would've never even drove that car off the lot if I didn't have the assurance from my salesman (via verbal and texts) that anything I found wrong would be fixed. I knew there was something wrong with the brakes during the test drive and once I got the car on the highway I noticed a bad shimmy at 50+. The brakes I mentioned during the test drive. The shimmy I text the day I took the car on the freeway. I again felt confident I had nothing to worry about since I thought everything would be taken care of. "As is" is a moot point if you have texts from your salesman saying everything would be taken care of!! Their mechanics claimed (at 1st) the brake issue was new pads (?) When I took it for my appointment it was then they found my rotors were bad which caused the vibration. Obviously something I didn't do and quite obviously they missed during the brake pad change. The service manager absolutely refused to fix the rotors but then agreed. Despite having the texts from my salesman telling him about the shimmy the manager didn't even want to look at the texts (I have them all) He stated he trusts his mechanics to check over the car throughly before putting it up for sale - obviously by the mere fact they missed bad rotors when they replaced the brake pads then they definitely missed the bent wheels when they supposedly replaced all the tires. I'm not going to accept anything less than the bent wheels being fixed so I can drive my $15k over 50mph without the car having a horrible shimmy. I think that's fair.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to VWS 03/21 when the timing chain slipped on my 2012 VW Touareg TDI with no warning. It took VWS 8 months to repair the timing chain and the damaged caused by it slipping. VWS provided me with a loaner car for 6-7 of the 8 months it was at their facility. They completed the repairs to my vehicle and returned my vehicle on 1/18/22. Then the check engine light came on when I was on the way home. I went back to VWS, they did additional repairs, assured me it was fixed, and the check engine light come back on shortly after I picked it up again. VWS had been trying to get me to replace my battery since 11/21 but I was reluctant to pay $600 to install a $200 battery. The car started and the battery held its charge. When I brought it back to VWS I was told again that the battery was bad, and that was why the check engine light kept coming on. I finally paid to replace the battery. Knowing it was not the problem but tired of hearing that it was. I told them I wanted the $600 back if I left and the check engine light came on, which it did again on the way home. Then the passenger sideview mirror sparked, cracked, and turned black. I brought it back again as directed by corporate. They replaced more sensors but not the electrical problem. I picked it up and the check engine light came on before I made it to I-4. VW corp. has not been able to get VWS to reimburse me or get to give me a loaner car. I was told by the service tech that the service manager was not going to give a loaner car anymore but could not tell me why. I called the GM of VWS, he said he would get back to me and never did. The corporate office said it was up to VSW if they wanted to give me a loaner car. My car is still at VSW, they have now had my car for 14 months, I have had no car for 3 months, they don't know what they broke on my car, and VW corp. says I am not allowed to bring it anywhere else. I am grateful this is all under warranty, but this is unacceptable. I need my car.

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/04/20) */ The customer is correct it has taken numerous months to get the vehicle repaired VW of America has NEVER stated that the customer could not bring the vehicle to another location if that is what they choose. The vehicle came in originally having a oil pressure issue, the customer was asked numerous times to gain all oil change receipts(this took several weeks to get from the customer) Volkswagen was requiring this in order to proceed with diagnostics. We determined that the timing was out on the vehicle and as per Volkswagen warranty guidelines needed to tear down the engine for point of failure--since this vehicle is a TDI different warranties apply--. After tear down of the engine was determined as per VW of America to replace the engine, the engine was on National back order and was minimum 5-6 months away, at this time is when the customer was offered a loaner vehicle. The engine and associated parts took longer to receive, engine was replaced and vehicle needed a battery (vehicle never ran since the day it was towed in originally) customer declined the battery and the vehicle needed to be jump started every time it was pulled in and out of the shop, also told the customer that the vehicle had no front brake pads and that we were unable to rd. test the vehicle until front brakes were replaced (customer declined replacement of brake pads). Vehicle was picked up and documented to VW of America that we were unable to road test vehicle due to failed battery and vehicle un-safe to drive due to having no front brakes. The vehicle has been back numerous times and all related to low battery voltage (customer declined), battery voltage can cause numerous erroneous fault codes and can't properly diagnose until battery was replaced. The customer finally approved a battery on the fourth trip back, the vehicle was then driven (customer had brakes replaced elsewhere during the time the customer had the vehicle). The vehicle has been back several times and all for different codes and has all been covered under the TDI warranty--parts have been on National back order for many of the parts and is certainly taking longer to repair the vehicle. Loaner vehicles are always in use and due to back ordered parts for many customers due to the Pandemic loaner vehicles as well as rental vehicles are non existent. The DPF has been ordered as per Volkswagen technical assistance which has been involved with our findings every step and have guided the technician in trying to repair the vehicle. The customer is currently in a loaner vehicle. We certainly can understand the customers frustration, we can only follow the diagnostics set fourth by the manufacturer and the backlog of backordered parts due to the Pandemic. We will repair the vehicle as per the manufacturer and warranty guidelines. Reimbursement for the battery will not be offered as was needed and approved by the customer. Can supply all needed documentation to prove all related fault codes due to battery.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a brand new 2022 Volkswagen Taos on 2/12/2022 from Orlando VW South. Upon receiving the vehicle I noticed lots of issues with rail dust on the paint, along with scratches across the back passenger windows. I brought the vehicle in for an assessment of those things on 2/16 and then brought it in for repair post-assessment on 2/23. They kept the vehicle for one business day and 'addressed' the issues. The issues were NOT addressed and a new issue was discovered, an unidentifiable clicking sound from within the vehicle. I brought the vehicle in again on 3/2 for them to re-detail the car in hopes to remove the rail dust in the paint and repair the sound. The vehicle was with Service for three business days. Upon receiving the vehicle, the sound was still noticeable and present. I brought the car in again on 3/10 and they've had it ever since. I called VW in hopes to begin the refund/buyback process and now the manufacturer and the dealership are going back and forth 'trying to get ahold of one another.' 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 entitled to a refund under Florida Lemon Law and it seems as though both parties are going to drag this out as long as possible, meanwhile interest rates are climbing and I am without my brand new vehicle.

  Business response

  05/03/2022

  Business Response /* (1000, 5, 2022/04/15) */ The vehicle is waiting on a steering rack which is on backorder. VW of America has contacted the dealer and have been in constant contact and have supplied all information VW of America has requested. The buyback or re-purchase/lemon law is directly handled through VW of America not the dealership. Consumer Response /* (2000, 7, 2022/04/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Orlando VW South has been working directly with me and VW of America to come to a resolution since submitting this claim.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm the owner of a 2014 Jetta Hybrid, in April the hybrid system warning light turned on and I took the car to VW Orlando South, under warranty. The owner manual state that I must take the car to my nearest VW dealership so they can check and service the vehicle. While my car was in the dealership, I researched on internet about the possible reasons that caused the warning light to be turned on, most of the reason were related with the hybrid cooling system and the battery, so I was expecting a call from the staff of the dealer to let me know that they service the hybrid cooling system or the battery, but they called me and told me that everything was fine. When I went to the dealership to pick up my car, they told me that everything was fine and showed me the report from the scan that said the hybrid system does not have any warning on. However, to double check, I asked them if there is not any preventive maintenance required to the hybrid Colling system or the battery of the hybrid system, and they told me that everything was fine, and I should not worry about the hybrid system. 5 months later, my car broke down. I took my car again to the dealer. For more than 3 weeks my car was at the dealership and they did not contact me to provide any update of what is wrong with the car during that period. When I went to the dealer to get an update, the Service Manager told me that he was not sure of the diagnostic of the car because the technician who checked my car was not there now, but he thinks that was something related with the transmission (and told me that only the part costs 9K USD). He told me he was going to send me the scan report the next day. When I received the email with the report of my car it said that the hybrid system is not working properly, and the Service Manager explained via email me that could be that the hybrid battery is dead (not the transmission), also told me that they don't have the required equipment/tools to check the hybrid battery and...

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/09) */ THE CUSTOMER BROUGHT THE VEHICLE IN ON 4-8-2021 FOR "HYBRID SYSTEM ERROR" AT 97,261 MILES, WE ALSO PERFORMED AN OPEN CAMPAIGN 38C4 A SOFTWARE UP-DATE. WE SCANNED THE VEHICLE FOR CODES AND HAD NO CODES PERTAINING TO HYBRID SYSTEM. THE VEHICLE WAS TOWED IN ON ON 10-1-2021 MILEAGE 116,745 CUSTOMERS CONCERN "CUSTOMER STATES THAT THE VEHICLE HAS EPC, BULB, STEERING AND TRACTION LIGHTS ON AND THE VEHICLE DOES NOT MOVE, PLEASE CHECK AND ADVISE." WE DID NOT LOOK AT THE VEHICLE SINCE WE HAD THE HYBRID TECH OUT DUE TO FAMILY MEMBER WITH COVID. THE VEHICLE WAS DIAGNOSED AND HAS CODE P30A100 RELATED TO HYBRID SYSTEM BATTERY--VEHICLE MOST LIKELY WILL NEED A HYBRID BATTERY REPLACEMENT. THE VEHICLE WHEN BROUGHT IN ON APRIL 8,2021 HAD NO FAULTS PERTAINING TO THE HYBRID SYSTEM, ACCORDING TO CARFAX THE VEHICLE WAS PURCHASED ON 4-7-2021 TO THE CURRENT OWNER (5TH OWNER). THE VEHICLE HAS NEVER BEEN TO ANOTHER VOLKSWAGEN DEALER SINCE APRIL OF 2021 WITH ANY HYBRID SYSTEM ISSUES. THE VEHICLE CURRENTLY HAS 116,745 MILES AND HAS GONE 19,484 MILES WITH A BAD HYBRID SYSTEM? CUSTOMER NEVER AT ANOTHER VOLSKSWAGEN REPAIR FACILITY FOR ANY HYBRID ISSUES IN THE 6 MONTHS AND 19,484 MILES! THE WARRANTY ON THE HYBRID SYSTEM IS THROUGH THE MANUFACTURER FOR 10 YEARS OR 100,000 MILES. ACCORDING TO CARFAX THE CUSTOMER HAD THE VEHICLE AT GATOR TIRE FOR 2 OIL CHANGES WITHIN THAT 19,484 MILES AND AT NO OTHER VOLKSWAGEN OR HYBRID REPAIR FACILITY FOR ANY HYBRID ISSUES? IF YOU HAVE ANY FURTHER QUESTIONS PLEASE FEEL FREE TO CONTACT ME AT THE CONTACT INFORMATION PROVIDED. Consumer Response /* (3000, 7, 2021/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company response is not satisfactory. I'm not going to play the blame and shaming game, the FACTS are the followings: -My vehicle is a VOLKSWAGEN JETTA HYBRID -In April 2021 the Hybrid System warning light turned on, the owner manual says that this warning light indicates that I should take my car to the closest Volkswagen dealership so the car can get service. -I took my car to VW Orlando South on April under warranty and explained them that the hybrid system light turned on and suggested them to check the battery and/or the hybrid system cooling system. -After a couple of days, I received a call from the Service Department of Volkswagen Orlando South to pick my car up and they said everything was fine with the vehicle -As they confirmed, they only run a computerized diagnostic to my vehicle, because, they admit they not have the required equipment or technician to perform any service to hybrid vehicles system. -The hybrid system battery has a 10 year warranty/100,000 miles warranty, but mine started to fault prior to that time because it did not received the required maintenance. -The Service Department of VW of South Orlando did not perform the required maintenance or took my car to the closest VW dealership which have the required equipments and staff to perform the required maintenance, instead they said my vehicle was ok. -Now my hybrid battery is not working, because it did not receive the required maintenance by the Dealership. Notes: - I don't understand why be a 1st, 5th or 10th owner is relevant in this situation as my car was under warranty by the manufacturer by the time I took it to VW Orlando South. - I make my own oil changes when I have the time to do it. Business Response /* (4000, 9, 2021/11/19) */ If the vehicle had a Hybrid fault when the vehicle was here in April 2021 we would have escalated it to VW of America. The vehicle in April did not have a Hybrid fault, if the vehicle in April had a Hybrid fault how would it have gone over 19,000 miles without further issues? Documents show no Hybrid faults in April of 2021. The Hybrid fault occurred September 28,2021 according to the diagnostic scan of the vehicle computer system. The customer can certainly call Volkswagen of America to see if they will help with the repair.

*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. ↩