ComplaintsforVolkswagen Brandon

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 7th 2024 I was held responsible to pay for something that was not fixed or solved. My 2015 Volkswagen Jetta needed just a key replacement and reprogramming and that simply was it. Not only could the BRANDON VOLKSWAGON not fix the issue, they tried telling me it was gauge cluster which would cost over $2000 to fix. I ended up getting it towed out of there and fixed for less than 500$ and it was not the gauge cluster at all. They kept my car for 8 days and I had to pay $426 for my rental too from Enterprise out of pocket. I had to pay for a diagnostic and for work that was never completed. My bill was 728.10$ which I had to pay to get my car out of the lot. I paid that bill on my card and then days earlier I paid $200+ in cash for the key that never got reprogrammed. On May 10th Brandon VW sends me an email saying they want to reimburse $677 for my service. I called after expressing many times how upset I was and they said that was only if I traded my car in. I called again today May 22nd and they told me a manager would not be able to help me until next Thursday. I truly feel that they do not practice good business and should be investigated for charging for services that were not completed or rendered properly.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My son, ****** ******, purchased a car in December 2023. His registration is due and will expire on 4/24/24. When we attempted to renew his registration we found out the title is still pending dealer transaction and we cannot renew until they fix it. I have contacted the dealership MULTIPLE times, spoken with the sales manager, left several messages for ******* as well as the Controller and left a message with the receptionist for the General Manager as well as email him myself. No one will return my calls or answer email. The tag will expire on the 24th of this month and we are unable to renew until they fix the title issue that has been ongoing for 4 months.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 02/12/2024, I came across a vehicle listed for purchase on the Volkswagen Brandon website. I submitted an inquiry online, hoping to proceed with a potential purchase. Shortly thereafter, I was contacted by a manager named "*****," who assured me that someone from their team would be reaching out to me. I received a call from a sales rep named *********************. ******************** confirmed aspects of the sale, including pricing and financing options. He provided a detailed breakdown of the costs. Encouraged by our discussion, I proceeded to the next steps as advised by ********************, which involved completing a financing application.After receiving notification of my approval for financing, ******************** informed me that there was one final step remaining: a discussion over the phone to finalize the transaction. However, during this call, ******************** directed me to an interface where I was prompted to select a protection plan for the vehicle. When I respectfully declined to purchase this additional coverage, ******************** abruptly informed me he would need to speak to his manager and later that the sale could not proceed without my agreement to purchase the protection plan, as there was no profit for the dealership.Reviewing their disclaimer I found no mention whatsoever of any requirement to make additional purchases in order to honor the initially agreed-upon price.It is abundantly clear that Volkswagen Brandon engaged in deceptive marketing practices by failing to disclose crucial information regarding the terms of sale and attempting to coerce customers into purchasing unnecessary products. This behavior not only violates consumer protection laws but also undermines the trust and integrity that should exist between a business and its clientele.I trust that you will take prompt and appropriate action to address this matter and ensure that such deceptive practices are rectified and prevented from recurring in the future.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED A CAR FROM THIS DEALER IN 12/22/2023 AND I STILL DON'T HAVE MY PLATES OR THE ***** SINCE I PAID CASH FOR THE **** I CALLED SEVERAL TIMES AND NO ONE IS CALLING ME BACK. WHEN I CALLED AND ASK FOR A MANAGER I JUST GET TRANSFER TO A VOICE MAIL THAT NO ONE CALLS BACK.

  Business response

  03/05/2024

  ****************, thank you so much for the solid feedback. Unfortunately with out of state titling we are at the disposal of a third party in the state in which the vehicle is being registered. I have contacted our title clerk and we are expecting to hear back from the state of ******** in the coming days when it comes to your tag. If you have any further issues, please contact me at ************************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I bought the vehicle on 07/09/2020 - Since then I've only been able to put ****** miles on it due to constant repairs. Bought as "Certified PreOwned", came w/3yr warranty with ext. 48k mile warranty from VW Corp "Diesel Gate" cars. Vehicle was NOT certified correctly to begin with that's led to cascading ********* *** believe they may have damaged it when I took in for an oil change/tire rotation on 06/12/23. Car is a Turbo Diesel Engine, (brand new) and per VW it should never run on less than 40% coolant dilution, however they certified and sold to me with 100% water in the cooling system. Diesels can NOT run on only water. At time of purchase they gave me the checklist from the cert, and it's clearly ck'd "OK". They however had previously (08/04/20) had to replace the cooling fans due to overheating they didn't mention the water. it wasn't until 04/23/21 when they tried to sell me a $500 Radiator flush, saying i need to do immed, and not covered under the waranty. They also denied me warranty work. They refused the fix the rear interior light, and the DEF Heater system, telling me those are not covered. Once i spoke with VW corp, then the DEF heater WAS covered. Due to water in cooling, it damaged the Water pump that i had to replace. on maint 06/12/23, immed after leaving my ck eng light came on, they could not diagnos, took to ***********, they found the ** Diesel lines "crimped" and needed replaced (under warr), then the majority of the dash lights came on, they could not diag, sent to ****, they said needed CAN Module not under warranty. again i spoke with vw corp, they said it was under warranty. Lights are still on, i've taken to ******** *****, but they cannot even tell me why the lights are on, but do know there is bad Wheel speed sensor on you guessed it...the **. I still have ABS/AIRBAG/TPS/TCS/ESC, & occasionally the ** bulb warn lt comes on. As well as since oil change, front end sounds like metal crunching! please help

  Business response

  02/16/2024

  ******, thank you so much for reaching out and bringing this complaint to our attention. After having reviewed *********** orders, I would like the opportunity to sit down and review all these with yourself and our Sales Manager in efforts to rectify this matter. My direct email is ************************************ I look forward to hearing from you. 

  Customer response

  02/26/2024

   
  Complaint: 21171799
  
  I am rejecting this response because:

   

  The ** of Brandon VW responded to the complaint with his email and hope to have a meeting with him. After my email was not responded to with the provided email, I called the dealership to try to arrange the meeting.  Several day later with no response, I reached out to the dealer directly. 
     I was told I was setting up a meeting for Thursday Feb 22nd which would be held by the ** of Brandon VW along with the Service Manager. When I arrived, the ** had been called away On a Personal Emergency,just hours before the meeting.  I cannot say I was surprised.  
                  I attended the schedule meeting,the service manager said that the dealer I bought the vehicle through, (Brandon VW) was NOT RESPONSIBLE for ANY repair work, nor Warranty Guarentees on the vehicle since the Ownership had changed since I purchased the vehicle. (bought in 2020, business sold in 2021, probably why they were unwilling/denied to preform Warrantied work on my many visits after purchase).
                  The Dealership that sold me the vehicle (even though not the same owner, its the same logo, and name on not only my sales & service invoices, but the same as prior to the businesses transfer.
                  I was told explicitly that the the NEW OWNER of the dealership has NO RESPONSIBILITY to fulfil ANY warranties provided or insinuated by the prior owner. 
                  I believed when I purchased a *** (VW CERTIFIED PRE OWNED VEHICLE) that I could at the bare minimum expect the selling dealer to (no matter the owner, since the the warranty is suppose to be through VW CORP (which has been the only one to honor the *** warranty, NOT THE ***** DEALERS). But after proof of never certifying the vehicle properly, as well as trying to charge me for the repairs that NEVER should hjave been anissue, they set up a meeting to insult me not once but THREE TIMES WITHIN A WEEK
                  Once for the ** to respond to the BBB Complaint but not the email/meeting he requested.  2nd, the ** still not responding, and missing the meeting he asked for.  Third by the ************** Manager telling me that my concerns dont matter to my purchased dealer since they are now under
  New Ownership. 
                  What I was told, quoted, We didnt sell you the vehicle, and we have no responsibility to fulfil ANY warranties on the vehicle since you purchased from the previous ownership (**** Group), so What do I want?.  I response that I want $5300 for the car from Brandon VW. Serv Manager said vehicle is worth $10K.  I said they are getting a deal to buy me out at $5300, vs a Consumer Fraud Civil Suit on a vehicle that was already bought back, especially since he said he was SURPRISEDVW hadnt already bought back since they were trying to Get these vehicle Off the road. 
                  Im not looking for a settlement, or getting back money Ive spent.  I want less than the fair market value of the vehicle just to NEVER HAVE TO THINK OF IT AGAIN!!!! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Took my car to Volkswagen Brandon on august 3rd (only problem the car has was I ran out of gas and once I put gas in it still wouldn't crank up) I told them about my warranty they granted me **** they then said it would need an new engine (which I never gave them the ok to put in ) They used up the full **** to put in a new engine and the car still is not working Now Volkswagen is saying it's needs an fuel pump and that's going to be **** when I asked why didn't you check something like that first before putting in an ***** dollar used engine that was not needed they really didn't have an answer now I'm still out of a car 3 months later I have 3 kids the oldest is 3 and youngest is months plus I'm homeless with no car on the city bus with my 3 kids and our belongings.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  It has been one month since excessive & unauthorized credit inquiries were made by both VW *************************** Credit on both ******* wife's Credit reports. During our purchase of an ID4 we authorized ONE inquiry for the ONE credit application with VW Credit. My ******** have EXCELLENT Credit (over 800 FICO scores) & I wanted to take advantage of the special financing being offered by VW Credit. But numerous HARD Credit inquiries were submitted to ALL three credit reporting agencies by both VW *************************** Credit.I discussed this at length with *******************(?) GM at VW Brandon who was both dismissive & combative, stated that all but one HARD inquiry would go away in one month. Today is that one-month *********** STILL have multiple credit inquiries on our Transunion reports, two on mine & THREE on my wife's credit report with an additional HARD inquiry remaining on my wife's Equifax Report.VW Brandon's General Manager actually told me that I should no longer come to VW Brandon to buy a new vehicle when I confronted him on the fact that the service provided to my ******** was awful, in addition to the excessive & or unauthorized HARD credit inquiries, our ID4 was supposed to be prepared & ready by 10AM the next morning for pickup. I arrived at VW Brandon at 11AM & the vehicle had not been touched. I told them I had to have the vehicle to take my wife to a doctors appointment but that I could return about 4PM that day. They agreed & said the vehicle would be cleaned & prepared while I waited. I arrived a little after 4PM & handed over the vehicle. Nearly THREE HOURS LATER, I went looking for the vehicle & found it in the detailer's area UNTOUCHED.After complaining, the ID4 was driven through a car wash & handed over to me wet, with dirty glass, fingerprints all over it, dirty & unvacuumed ******** ********* still covering some of the seats. After waiting for more than THREE OURS, I left with the vehicle after 7:30PM Excess & unwarranted Credit inquiries must be removed

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  paid of our 2021 tiguan in sept 2022. emailed ***************** for gap cancelation paperwork never got it. had flat tire and paid for it and checked tire/wheel warranty realizing had to go to VW dealer to have it honored so i emailed ***************** again for gap cancel paperwork AND wheel/tire cancel paperwork and never got it. Finally we drove the 40 miles to dealer, completed the paperwork and told the guy 4 times DO NOT CANCEL EXTENDED WARRANTY. few weeks later we get 3 checks in the mail from Fidelity for cancellation of GAP, TIRE/WHEEL and our EXTENDED WARRANTY. call dealer and speak to ***** and **** and they both tell me oops. just go to a vw dealer and get extended warranty. i was quoted $4900 to get one that would end same as one canceled (4 year 100k miles). we were only refunded $1500 from Fidelity for warranty so they cant expect us to fork over another $3500 to add to the refunded $1500 to make our extended warranty whole again, can they? called today and got ****'s voicemail so i called back and left my name/number for GM *********************** to call me back...been about 5 hours and no call back.... (i have email proof that i sent to **** asking for ONLY Gap and Tire/Wheel to be canceled)....

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Friday Oct 07 2022 I took y 2012 VW Passat to Brandon VW for a recall to be complete on Sat Oct 8, 2022 I picked my car and went home and upon mu arrival at my home I noticed that my A/C was not working anymore, I then called Advisor ***************************** who told me to take the car back to service so they can check the car to see what was wrong with it, On Monday Oct 10, 2022 I took the car the service area of the Dealer so they can check the problem however I was told that I have to pay for a diagnostic charge. This was my firts visit to this Dealer and most likely will be my last.1) On Friday my A/C was working fine when I dropped the car to do the recall.2) The A/C did not work anymore after I arrived home from the Dealer.3) They want to charge to tell me whats wrong with the car. Thats unaceptable.4) My car was fine before I took it to them and now it wrong.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this dealership on 9/12/22 regarding doing a lease buyout on my vehicle. I spoke to ************************* who informed me that they would be willing to help me and we set up a time for me to come in on 9/14/22. On 9/13, i sent a text message to **************** informing that i would need to change my appointment time. He informed me that my vehicle would need to go through a safety inspection. At no time did he inform me that there would be a fee for this. When i arrived at the dealership, my car was taken back for an inspection. When **************** presented me with the buyout figure, it was much higher than what was on my contract. He informed me that there was a $999 dealer fee in addition to a $199 inspection fee. Again, at no time prior did **************** inform me of this fee. I informed that there should be no fee as i was simply doing a buyout and the fee was paid to the dealer that initially leased the vehicle. I was willing to pay the price i owed on the vehicle plus state mandated fees. I informed both **************** and the store manager that these fees were illegal and should not be charged. After going back & forth for several minutes, the manager advised **************** that they were not going to argue with me and asked me to leave, refusing to complete the transaction. I contacted the dealer that leased the vehicle as well as another VW dealer and they both informed me that there would be no second dealer fee as that was illegal in *******.

  Business response

  10/04/2022

  We do charge and inform the customer of a lease inspection fee. We note any issues on the vehicle and inform the customer. It is up to the customer to make the repairs if any are needed. If a customer is at the END of his lease only mandated fees would apply. This customer is not at the end of the lease and as he stated he paid these fees to us he never leased it from us. We informed him to return to the ** store he leased it from they would know what fees he has already paid.

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