Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased *** and extended warranty on my 2021 VW Atlas on 8-1-2021. I submitted the required paperwork to have those coverages cancelled on 12-5-2024, On 12-6-2024 ** cancellations confirmed the paperwork received and processed. I was told by phone and email that the dealer has the paperwork and it will take them 6-8 weeks from the cancellation date of 12-6-2024 to have the money around $1200.00 ( estimated ) to be applied to my current auto loan, i provided the bank name, my loan# and mailing address to send those funds. We are now into week 10, I have emailed and called ( leaving messages ) after being transfered to option #1 over the past 2 weeks no one has called back or email me.

  Business response

  02/12/2025

  We are currently waiting on the release of the funds from *********** for the clients Gap Coverage since this policy has been cancelled must go through the process of return from *********** which is the clients financial institution that was used on his loan. Once they release the funds we will be able to return the funds back to the client. I have also reached to the client by phone to give them the update.

  Customer response

  02/14/2025

   
  Complaint: 22924616
  
  I am rejecting this response because:  The Gap and extended warranty were both purchased on **** smith VW in ***********. ********* only financed the loan which included those coverages. I called VW Cancellations department today again on 2-14-2025 , they advised the warranties were cancelled on 12-6-2024 and sent to the dealer to sign and cut the checks. I spoke with the dealership ** ***** ******, he said they were waiting for CAP1 to tell them how they can cut the check to me to them and i needed to call CAP1. I just got off the phone on 2-14-2025 at 215pm with CAP1 AUTO C/S manager ***** - operater MQ , see said there was no records of them calling about this only my calls. I just called the ** ***** back to advise them to send the refund to *********** , it can not be sent to me since there is still on loan / lien on the auto. Below I have added their overnight address to send the refund to so that it can be applied to the loan , also here is the customer service **************. 

  My auto loan# is listed below, the payment address. 

  Account Number#*************

  Vehicle Details

  
  Vehicle Type21 VOLKSWAG ATLAS
  VIN#*****************

  Overnight payments:

  Capital One Auto Finance
  Attn: Payment Processing
  ********************
  2nd floor Suite #***
  ***********************
  
  Sincerely,
  
  ***** ******

  Business response

  02/14/2025

  We have confirmed the payment to the extended warranties have been cancelled and the individuals lien holder confirmed to send payment to them.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in in June 2024. I, along with my long term boyfriend and his dad, brought it in for an engine diagnosis since the car has not been usable since November 2023 and I wanted to get it repaired. When I get there they tell me it'll be $212 and some change to diagnose the engine. I say that's no issue. They take my car back. After a week I call, no answer. I call multiple times, no answer. Finally, July 31st I show up to get my car since I did not hear back from them. When I go to pick it up, they tell me I owe $430. I ask why. They tell me for two diagnoses, one for the engine and one for a "sun roof leak". I say there is no sun roof leak and I did not ask for that. They inform me that the car was left outside during heavy rainfall and it is full of water. I ask how. I've had the car for two years and never once had issues with water being inside. I had my boyfriends dad insist we only pay the $212 since that was what was agreed upon and I have the man load up my car to the tow truck. He gets in and notices the sun roof is cracked and closes it. I call **** Smith multiple times insisting they pay to get the car detailed so I don't get mold. They refuse and hang up on me. I have never once used the sun roof. I had a *************** that messed up my ears so when I'm in a moving vehicle with windows down I get dizzy and they hurt very bad, thus knowing it wasn't me who left the sun roof cracked. The car has also been sitting from November 2023-June 2024 without incident of water getting trapped inside. The car is now covered in mold and I have been informed it'll cost anywhere between $500-$3,000 to remove it, and that does not include fixing possible electrical issues caused by the water damage. It is evident BertSmith VW used the sun roof and left my car outside in the rain during this time. I am asking them to pay for the mold removal since they are the ones who's oversight lead to this problem. I've attached pictures post cleaning it myself.

  Business response

  12/05/2024

  Tell us why here...Thank you for allowing us the address Ms. ********* complaint. Her concerns are strong on emotions and weak on factual content.There are many omissions and conflicting statements. Her complaint said she brought the vehicle to us in June and a social media post she sent this week discrediting our dealership (attached) said this incident happened last month.The actual day the vehicle was presented to us was July 5, 2024.  Creditability issues right from the start. In her complaint to the BBB she did not offer the repair invoice (attached). *********** seems to have omitted the fact that one of her original concerns wasCustomer states the floor is wet on the passenger side. Check and advise . She seemed to have left the fact off her social media posts as well.
  The repair invoice confirms there was an active water leak into the vehicle at the time of drop off. The source of the leak(s) were diagnosed as clogged sunroof drains. This was explained to Ms. ********* She chose not to have us make the repairs. The vehicle sat on our lot for over 3 weeks and was subjected to the afternoon downpours that are common in the month of July in *************** It comes as no surprise to us that additional water would have been collected in the vehicle during that timeframe. Her claim of the sunroof being left open can be substantiated. There was plenty of water entering the vehicle from the original existing leak.
  Many comments on her social media post encouraged and suggested she to bring this compliant to the BBB. We think this is a good idea as well. We welcome an independent 3rd party review from an organization that is familiar with our industry and fair business practices. We believe our repair invoice document confirms the actual events.
  We feel Bert Smith Volkswagens is not negligent in this matter. Again, we welcome the BBB review, and are open to all suggestions,comments and even mediation if you deemed the complaint is worthy.
  Thank you for allowing us to present the facts as documented. 

  Customer response

  12/07/2024

   
  Complaint: 22638795
  
  I am rejecting this response because:
  I have pictures with the dates, I am dyslexic and can confirm it was July 5th-31st. As far as the leak goes, I have people confirming I said its on the right side and under the glove box. When I called they said it was a left side sun leak, which the left side was not nearly as flooded out. When the tow truck driver entered my car, he was the one who pointed out the sun roof was cracked open and turned the notch to close it. 
  Since it was closed theres been no further issues of water in my car. 
  The business is claiming there was a leak and left it outside in the rain for multiple weeks as I called and called and left voicemail after voicemail. There is no leak, but even if there was they neglected to bring the car to a safe place. 
  Sincerely,
  
  **** ********

  Business response

  12/10/2024

  After reviewing the matter and looking further into the complaint we find the clients request illegitimate from the facts of the repair . We wish nothing but the best to the client and highly recommend that she gets her roof repaired soon so the leak will stop.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently was referred to Bert Smith Volkswagen because of a transmission issue that I was having I had a Warranty through endurance and was referred because they were knowledgeable with my car Volkswagen beetle. I was assured that they were familiar with the endurance Warranty process and the prior mechanic was aware that endurance would require my transmission to be tore down. I was advised previously that the initial diagnostic fee would be $200 and then when it came time for them to do the teardown, they advise they didnt do that kind of ******** essentially, I wasted five days just for them to tell me that they dont do that kind of ********** feels like I was sold getting the car to them Under false pretenses.And to boot a quote for replacing the transmission was ****** $ which is absolutely insane. Double what it would cost anywhere else and thats on the high end

  Business response

  12/05/2024

  Tell us why here...We are sorry to learn of Ms. ******** dissatisfaction and in this particular case, we greatly empathize with her predicament. Being a Volkswagen franchised dealer, no one knows our products and repair procedures better than us. We take great pride in the skills of our factory trained technicians and service consultants.
  Ms. ******* brought her vehicle to us with a transmission concern. We performed normal diagnostic protocol. Through road testing,diagnostic scanning, fluid level checks, and visual inspection we determined that the transmission has an internal failure. This was reported to her extended warranty company Endurance. Due to the high expense of this claim, Endurance dispatched an independent inspector to investigate this claim. We demonstrated our diagnosis to the independent inspector. The inspector accompanied our technician on a road test and videotaped the failing transmission.
  After the inspector made his report, we were notified by Endurance that the transmission would need a complete tear down disassembly and it would be at the customer expense if the failure was not covered. 
  Endurance is a company that we have dealt with in the past with minimal issues so it came as a surprise to us that they would ask for this. Volkswagen has produced this same transmission for over 20 years. Never in that whole time were internal clutch and drum repair parts for this transmission ever offered by Volkswagen. If it failed it required a complete transmission replacement. Never were Volkswagen technicians even trained on how to completely disassemble this transmission. This is common knowledge in the industry. We strongly believe that Endurance found a perfect way to not pay this claim on a technicality.
  Ms. ******* shared with our service consultant that she was able to cancel the contract with ********* which was a good move for her under the circumstances. We believe our service consultant ******* ***** handled this situation with the highest degree of expertise, professionalism and transparency.
  Unfortunately, our time and resources were spent trying to get this company to accept the responsibility of the repair. Our time went well beyond our customary minimum diagnostic charges.  We will not be able to issue a refund. We feel we spent the time and effort in the customers best interest even though the outcome did not go the way we had hoped. It wasnt from the lack of effort on our part. 

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A total rip off! We were told that all four tires on a *** with only ****** miles on it were bad and needed replaced. One tire had a nail in the tread and after my wife said repair the tire they put a new run flat tire on it and charges us alost $400! And worst, we bought the car at their dealership. We are really feeling cheated today :(Do NOT have **** Smith *********** your vehicle!

  Business response

  11/08/2024

  The tire was approved by the client to be replaced as a run flat tire cannot be repaired. We are required to replace the tire with the same type of tire for suspension and drive. The customers tires were suggested to be replaced due to wear from the drive of the vehicle. We hope that with this response the customer knows our intentions are to give the client a full scope of the vehicle and the condition of the vehicle when they bring the vehicle to the Dealership. We are very competitive on all of our tire prices and hope that the client can do additional research to find we are fair on all prices. 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business is well aware that I cancelled the optional tire and wheel plan over 8 weeks ago. ************************* at the business informed me that it would take up to 8 weeks for the refund to be processed. Two days ago an inquiry was made with the dealership manager, ***********************, in which he replied "I will look into this now and I will get back to you shortly". As of yet, he has not responded. The business owes a refund of $2,037.00 for the plan, $142.59 in sales tax. In addition, the business overcharged me for my title/registration fees. The business estimated $82.35, per the attached Florida Vehicle Registration the business paid $4.60. I am due a refund of $77.75. The total refund due me is: $2,257.34. The proof is attached.

  Business response

  07/19/2024

  We have apologized to ********************* for the delay in time for the refund of his products which took time to receive from the warranty company. We have just now received confirmation that the products have been processed for cancellation and we are sending the check to the lender who financed his vehicle. The charges for his registration and title of $82.35 is correct and we have offered to provide him the bill from the State showing the amount due. 

  Customer response

  07/19/2024

   
  Complaint: 22012184
  
  I am rejecting this response because:

  I am nearly at 9 weeks for my refund from the business, the business acknowledged and responded after the BBB complaint. On, 7/19/24, an email was sent to the ** of the dealership, *************************** requesting the following:

  - Check number/check amount

  - Date mailed/which mailing service was utilized?

  - Please provide me proof of the $82.35 in State registration fees as my Florida Vehicle Registration is showing a fee of $4.60
  

  
  
  Sincerely,
  
  *********************

  Business response

  07/23/2024

  The information in regards to the refund has been sent to ********************* and we have also sent over proof of the charge for registration through the State of Florida. 

  Customer response

  07/25/2024

   
  Complaint: 22012184
  
  I am rejecting this response because:

  The business advised that they sent the refund via overnight delivery on 7/22/24 that I have been waiting on for nearly 10 weeks. The delivery confirmation is showing delivery on 7/23/24. However; two days after delivery,  the refund has not been applied to my account. Possibly, the business sent the overnight check to the wrong address or did not provide my account number on the refund check.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 4th 2024 I purchased a 24 Tiguan that was represented as being an all-wheel drive vehicle. I was specific with the salesman in that I wanted a white vehicle all-wheel drive with good gas mileage. I traded in a 2018 ****** all wheel drive Highlander and was given ****** for it. Cash check I wrote for $13,000 Plus dollars. When I observed the new vehicle I was given 5 minute ride in it and it had no stickers on the outside windows to identify details. This had been the second vehicle I'd seen that day the first was an atlas sport 2024 model all-wheel drive and the details very similar. The salesman represented that the Tiguan had the same equipment that the atlas sport had. Once home I reached out to the salesperson the following morning with a text and told them that this vehicle had no all-wheel drive capability. His basic response was you're stuck. They offered a replacement vehicle a 2024 ****** Forester if I pay them an additional $8,500. They dropped it down to 7700 and I basically told him no way. I would be paying $7700.00 for a vehicle to replace the vehicle I've only driven 160 mi.

  Customer response

  05/30/2024

   
  Better Business Bureau:
  
  Yesterday I called in at 09:10 AM and the complaint was closed as the dealership and I have agreed on a solution.  
  

  
  

  Sincerely,
  
  ***************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  all of the complaint details are attached on a word document due to character limitations

  Business response

  03/09/2024

  This has been handled.

  Customer response

  03/11/2024

   
  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. The dealership ended up fixing all issues with the vehicle.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with Bertsmith for over five years and I have never had any issues with them until this year. Lets start off by saying their service is awful pompous attitude for no reason at all. I sent my car in on Thursday, November 2 because it was saying chassis problem which is a straight issue how I know this is because I have had to replace the front two struts the prior year before all of which I was just told by a random friend that my struts are covered under the warranty Bertsmith let me know that I needed struts before, but never told me that they were covered under warranty, therefore having me come out of pocket to pay for these items over $5000 out of pocket then I send my car in to be fixed for the back strut needed to be replaced, they didnt tell me that its not under warranty because the air block may be broken and thats going to have be $3000 fro me to replace. They never replace the strut instead. They gave me a $8000 bill on everything else besides the strut that needed to be fixed on the car. When I declined because that is not what I bought the car up here for I brought it up here for the strut to be fixed I was charged $300 for them to tell me that my windshield wipers work rearview mirrors worked as well as the horn I had coolant in the car just unnecessary stuff that I did not consent to and ask him to do Im picking up the car today. So once again Im picking my car up and the service I asked them to do was never **** done. A east of my time and energy now I have to take the car to have the strut fixed. And I have also had to obtain a lawyer for discrimination.

  Business response

  11/06/2023

  To Whom it May ********************************* came into the dealership on 11/2/2023 for diagnosis on a Chassis malfunction light that had come up on her dash. Diagnosis of the vehicle found air supply system fault codes, which following our test plan required replacement of the air supply block. The rear struts could be covered under the warranty extension from *** but the Air supply needs to be in good working order which it was not. This is most likely due to the failure of one or both rear struts causing the air supply block to constantly run trying to fill the struts and eventually burning out the motor. The customer also had two tires which had the cords hanging out and unsafe to drive on. She declined these repairs also and picked up her vehicle. The customer was charged for the diagnosis of the chassis light and also given a free inspection. All customer pays for diagnosis until its determined if its warranty. Due the block failing, we collected out diagnosis fee.
  
  The customers previous visit back in August of 2022, which was ****** miles ago, we found the front struts failed. The customer declined the repair, and the warranty extension she is referring to came out 2 months prior. She had the repairs done elsewhere and not at the dealership. 

  Best Regards, 

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

  Service Manager

   

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Once fully approved, they increased my locked in interest rate two days later .75% & refused to supply documentation for locked interest rate. Every single person involved except salesman was very unprofessional & rude!!! Take a look at attached photo. What a joke

  Business response

  11/03/2023

  Unfortunately, we do not have a build spot for the car so we must wait to receive a build spot from the Manufacturer before *** FS will lock in the rate. We only have 90 days of time to lock the rate from the time of the submit. We cannot legally guarantee a rate from *** FS or anything in writing since these terms are outside of the dealers control. We understood the customers concern that the rate may increase so we offered a $1,000 dollar discount if the rate would increase over the rate that is being offered now. The customer was very angry and did not like what we are able to offer him so we immediately offered to refund his deposit that he gave us the day before. We as the dealer cannot guarantee in these circumstances what the customers interest rate would be at time of delivery since we do not have a timeline of when the vehicle would be produced.

  Customer response

  11/06/2023

   
  Complaint: 20818976
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My visit on 9/15/2023 to Bert Smith Volkswagen was, without a doubt, the worst service experience I have ever encountered. The issues I encountered during my visit were as follows:Rude Manager: I had the misfortune of dealing with an extremely rude manager who displayed a complete lack of professionalism and courtesy. Their behavior was unacceptable and added to the overall negative experience.Incomplete Services and Overcharging: Bert Smith Volkswagen not only charged me for services that were not completed, but they also significantly overcharged for the services that were performed. This blatant disregard for honesty and fairness is inexcusable.Excessive Wait Time: I was made to wait for over 4 hours without any updates on the progress of my vehicle. This extended wait time is unreasonable and shows a lack of respect for customers' time and convenience.Lack of Communication: To make matters worse, there were missing service desk receptionists, resulting in a complete breakdown of communication. Nobody seemed to know what was happening with my vehicle, leaving me in the dark about its status.In light of this terrible experience, I made the decision to leave Bert Smith Volkswagen and sought services elsewhere after they forced me to pay a discount price for services they did not complete. To my surprise, I found another dealer that not only provided better service but also charged me over $140 less for the same work. The level of service, professionalism, and honesty I encountered during my visit was far below acceptable standards. I am writing to require a full refund of services they did not provide and were dishonest about.

  Business response

  10/03/2023

  We are sorry to learn of Ms. ******** dissatisfaction. She towed her vehicle to our dealership to have a non-working key programed. She was advised of the cost involved and approved the reprograming of a key she had that did not start the car. The programing of the key(s) is a process that requires special equipment and access to Volkswagens security protocols.It then requires matching the code of the key to the car. Our tech went through the procedure several times without success. The key she presented to us was faulty. This would explain the additional wait time required. As the key ****************** presented to us would not program, we suggested that she should have us order a replacement key from our parts department. She declined and said she could get a better deal from another repair facility. When we presented the charges, she seemed shocked that we were charging her for the service rendered. We explained that the procedure to program the key is the same if the key worked or not and our tech tried several times hoping to get it programed. After expressing her dissatisfaction, the bill was reduced to half the normal charges just enough to cover our dead costs as we empathized with her predicament, and she left and had her vehicle towed away.
  We tried our best to give ************ and advice and offered suggestions to ****************** but she seemed intent on doing it her way.We are happy that she found somewhere else to resolve her situation to her satisfaction.  We unable to meet her request of a reimbursement for service rendered. 

*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. ↩