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Business Profile

Used Car Dealers

Volkswagen of St Augustine

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Volkswagen Tiguan Re: vin # ***************** I bought a 2020 VW Tiguan in 10/2020 at St. Augustine VW.Unfortunately, the product has not performed well and the service has been inadequate because we have had many issues with the radio and faulty product that doesnt work properly, oil and coolant service wasnt performed correctly, I have listed complaints to the service department since the beginning of the problems and now they are stating that my vehicle is out of warranty and is no longer covered.To resolve the problem, I would appreciate a response. I have obtained copies of the continuous issue and that the dealership is now denying me complaining. We are extremely concerned with the issues of oil and coolant consumption. We are concerned that this vehicle can malfunction at any moment. We called the complaint department and all the response we got was that we should have visited another VW dealership.I look forward to your reply and a resolution to my problem.

    Business Response

    Date: 02/29/2024

    We are sorry to hear about the customer's experience.  We reached out to them, scheduled an appointment, and inspected the vehicle.  We found that oil consumption was within manfacturer specs and found no leaks in coolant system.  We did a complimentary software update which should resolve issues with the gps and infotainment system.

    Customer Answer

    Date: 03/05/2024

    63520997ABAAF
    This has not been resolved. We have another appointment scheduled on Thursday 3/7/24.

     

    thank you 

  • Initial Complaint

    Date:10/12/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Business manager forged my signature on 72 month contract.

    Business Response

    Date: 10/18/2022

    ******** original loan approval terms of 77 months were withdrawn when they received the loan packet and saw that some of the customer's income was a living stipend.  We reached out to the customer and informed them ******** of ******** new approval terms and gave the customer the option to return the car if they did not want to accept ******** adjusted terms.  They decided to keep the car and returned the signed contract which we forwarded to ******.  Purchase date was May 24,2022 and customer has made several payments to ****** under the terms they had accepted.

    Customer Answer

    Date: 10/19/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

     Complaint: ********

    I am rejecting this response because:

    I’m reaching out regarding my complaint filed against Volkswagon of St.Augustine.
    I signed my original contract on May 24th. A week later the dealer reached out stating  the bank would not honor my travel stipends earned as a travel nurse. The finance manager stated he would try to negotiate a better deal as the car payment increased more than $120 and the interest rate went up to over 15%.  I did not hear from him after this initial contact.
    Fast forward a month later I noticed my payments had increased. I bank with ****** so they took out the 1st payment. I asked the bank to send over the contract stating my payment amount in which I noticed the discrepancy.  I never signed this contract and I never agreed to the terms. After reaching out to the dealer the finance manager ******* ***** offered to pay off the bank but I would still need to return the vehicle. I told him that I wasn’t satisfied with this offer as it’s auto fraud and I traded in my car in which they sent to the auction. He gave me 24 hours to decide. When I didn’t return his call he continued on to his original story of me signing to these terms and saying “because I made more than one payment I assumed the responsibility of the loan” I had not. Attached are the contracts, the 1st is the contract I signed,the 2nd is the forged document. 
    Also, I live in ****** ************* as of June 2022.
    Being a student, single mom of a 2 year old and full-time employee not having a vehicle is inconceivable. I did everything the way I was supposed to. My credit and lively hood should not be on the line because of a shady finance manager just trying to close a deal. Also,attached is the email ******* ***** sent with the contract. I responded stating that I never signed.

     

    You can clearly see the difference in the signatures & my name isn’t spelled properly in the 2nd document. 

    Regards,
    ******* ******

    Regards,

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

  • Initial Complaint

    Date:09/22/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 my new 2022 VW Taos in June 2022. I was told the Gap Insurance was $900. I questioned the finance person I was speaking with, Stratus, and he stated this was the amount that the credit union I was being financed through charged. I contacted my credit Union today and found out that they actually charge $599. He lied to me! I called the dealer to cancel and they said I would not get the funds back as they were financed. So I have no way to get that money back to purchase the insurance directly thru the lender. This is underhanded and illegal to lie to a customer on what you are charging. I want $301.00 refunded TO ME! I will never do business with this dealership again.

    Business Response

    Date: 09/22/2022

    I have spoken to ******** and we have come to a mutually agreeable resolution to the misunderstanding.  We are sorry that this occurred.

    Business Response

    Date: 09/22/2022

    I have spoken to ******** and we have come to a mutually agreeable resolution to the misunderstanding.  We are sorry that this occurred.

Volkswagen of St Augustine is NOT a BBB Accredited Business.

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