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:04/09/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  At the time I purchased the car, I paid part of the balance on my credit card, but I financed $13,000. I asked for a receipt but was told that because it was signed on a computer tablet, I couldn't get a receipt that day, and they would send it in the mail. When I got the payment info, it had been raised to about $16,463.24. I called, and then I went to the car dealer personally, but since the paperwork showed $16,463.24, I had no recourse or proof of the agreed upon and signed amount. I have now paid off the car in full, including the additional $3,463.24 and interest on that amount, that this company scammed me. I was 70 years old at the time, and I trusted that they are a honest company - apparently, they have no problem scamming seniors and making sure that I had no paperwork to prove their scam.

• Initial Complaint

  Date:03/18/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order for a new VW bus that was to be ordered as soon as they were available so I would have the first one. I left the deposit in good faith in 2020, but the busses just came out in recent months. Mine was never ordered. Last month, I realized the cars were on the road and I had never been contacted to order mine. I ask for a refund, but they said the dealership had been sold and they would not honor the original owner's deposit even though they are still in the same location operating under the same address

• Initial Complaint

  Date:12/16/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Brandon Volkswagen made a mistake and caused damage to my vehicle, and the General Manager **** ***** refused to make things right. I've had my vehicle exclusively serviced by dealership and recently had an EPC light that came on and was diagnosed by a new independent mechanic who found liquid coolant in the ecm/computer of my car. It was discovered that diesel exhaust fluid was used to top off my coolant at the last service which caused an almost $3000 repair. **** *****, general manager if this car dealership, admitted he did not understand how cars work and also advised DEF is not corrosive and refused to accept liability for the negligence of his business.I'm requesting only reimbursement for the repair.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 dropped my car off at the Volkswagen Brandon on August 8, 2025, to have it looked at because my vehicle would start and stop whenever it felt like it, so the service advisor *** called in the afternoon after I had left several messages throughout the day. They had my car since very early in the morning. I dropped it off at night to see what was going on with my car. She said it was actually the starter and they had to order it and then it would be there the next day so the starter didnt come the next day so they gave me a loaner car and I picked my vehicle up that following Tuesday, which was August 13 of 2024 on August 25 that morning my car would not start all day long so I had my car towed on August 26 to Volkswagen Brandon where *** again was my advisor she said that the guys would look at it she would get it back to me so then I believe it was Tuesday or Wednesday of that same week. They said that there was a *** in my car that was the reason why the car was malfunctioning and then they wouldnt take the *** out because they stated they didnt know if the car would run correctly after the *** was removed mind you I had already just spent over $900 of my own money to fax my vehicle plus I financed $400 of it and they werent willing to refund me my money for a Miss diagnosis they wouldnt refund me at least the labor. They wouldnt refund me the part. They basically said that theyre not doing anything more to come and get my vehicle and to bring them back their second loaner that they provided to me, so I did get my car towed. I took it to a shop down the street where they were able to remove the *** system with no issues, but I never needed a starter so Im requesting a refund. Also, I have spoken to *** ***** the *******. I also have left messages for Mr. ***** the general manager and nobody has given me a call back about my refund. I would like to get a refund back since my car was diagnosed.

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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

  Date:02/12/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  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

  Date:02/12/2024

  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.

  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

  Date: 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

  Date:01/22/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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.