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:04/28/2025

  Type:Billing 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 leased a 2024 VW ID.4 under my wife's name on 07.01.2024. It was strictly for the purpose of saving on gasoline charges as the salesman informed me from day 1 that we could have a free of charge 3 - year 30 - minute electric recharge from Electrify America. 3 months later, ***************** started charging me for the Electric recharge, and when I confronted the salesman, he told me that he "may" have misunderstood the terms and may have "misinformed me".

  

  Business Response

  Date: 04/29/2025

  There are numerous items discussed during the purchase of a new vehicle.  To avoid any confusion and for the protection of both the customer and the dealership, all items promised by the dealership are given to the customer in writing.  In looking through this customers' file, I did not see anything regarding free charging on the 2024 ID4.  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23259341
  
  I am rejecting this response because:

  The main reason I leased the car, as communicated with ***** Oreif, the salesman, was to save cost. Please check with him. I visited the showroom a month ago and met ****** ***, the sales manager; I asked him to have a meeting with ***** to confront him with the discussion that we had and ****** refused. I was paying $414 a month for my VW Atlas; why would I ever want to pay more (currently paying > $500 a month) and pay more on electric charge for a smaller vehicle???
  
  Sincerely,
  
  Ousama Ousama

  

  Business Response

  Date: 04/29/2025

  An agreement to provide charging for a 3 year period would have come from the manufacturer, not the dealership and would have been provided in writing or included on the window sticker for the vehicle.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23259341
  
  I am rejecting this response because:

  None of that has been communicated to me. All what has been communicated was by your salesman, ***** Oreif, that I was eligible for free electric recharge. Obviously, he was either misinformed, or just wanting to close the deal. 
  
  Sincerely,
  
  Ousama Ousama

  

  Business Response

  Date: 04/29/2025

  Volkswagen never offered free charging on the 2024 ID4.  Had that been available, you would have received that benefit.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23259341
  
  I am rejecting this response because:

   

  It has been COMMUNICATED to me by your salesman.

  
  Ousama Ousama

• Initial Complaint

  Date:04/11/2025

  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.

  Leased a 2024 ID4 for 3 years.The salesman informed me that it came with a 3-year free of charge 30-minute electric recharge at Electrify America's charging stations.Turns out to be false information, and now I'm paying for the electric recharge.

  

  Business Response

  Date: 04/14/2025

  Thank you for your feedback, and Im sorry for the confusion regarding the charging benefit. We do not intend to mislead our guests, but its possible there was a miscommunication in this case. Id appreciate the opportunity to look into the details and see how we can assist or clarify further.
  

  *** *********
  General Manager
  Nalley VW of Alpharetta
  ************
  

• Initial Complaint

  Date:04/03/2025

  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.

  In May of 2024, my wife ***** and I purchased a 2019 Volkwagen Atlas from Nalley Volkswagen of Alpharetta Upon purchase, we were told that minor repairs were required before we could take possession of the vehicle, including a windshield crack, a gas door replacement, and a seat belt holder repair. However, when we returned to pick up the vehicle on or around June 7, 2024, none of these repairs had been completed, requiring an additional visit. Upon receiving a receipt for the completed repairs, we noticed an alarming discrepancythe receipt indicated that the vehicle had been brought in for a check engine light issue. This was not initiated by us, as we had not yet taken possession of the vehicle. Upon inquiry, Service Manager ***** ******** stated that this issue had been recorded under our name due to the way the dealerships system tracks service history, though it was actually the previous owner who had reported the check engine light. We expressed our concern that this information had not been disclosed prior to purchase and were not given an acceptable explanation for why it was not reflected in the Carfax report. We asked for the receipt to be corrected. ***** stated he couldn't but wrote an email explaining that we were not aware of the check engine light. On July 16, 2024, while traveling with our child from ******** to *******, the car loss power on I95 in traffic and had to be towed to ******** Volkswagen In ********** and repaired. The cause was a seized water pump. ************************, at Volkswagen of Alpharetta, assured us that we would be reimbursed for our expenses, yet despite multiple follow-ups and revisits to your dealership, no reimbursement has been received. On January 21st, 2025, an appt was made for a check engine light. On Jan. 25th, It was diagnosed as having a misfire in cylinder 4 and required a fuel injector. Ms. **** again told us they'd take care of the problem. They decided on a carbon cleaning and returned the vehicle unresolved.

  

  Business Response

  Date: 04/03/2025

  Thank you for taking the time to share your experience. It was a pleasure meeting with you to discuss the concerns in person, and we appreciate the opportunity to work toward a resolution. Please dont hesitate to reach out if you need anything further as we continue to move forward.
  
  Best regards,
  
  *** *********
  General Manager, Nalley VW of Alpharetta
  **************

• Initial Complaint

  Date:03/13/2025

  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 vehicle at Nalley ****** of ******** in April of 2024 and the windshield was cracked the salesman told to to bring it back whenever I have time because they only can do it on a Wednesday which I work everyday and couldnt make it back up there until my son went on Feb 27, 2025 which they just put some glue on the crack instead of replacing the windshield! Someone told my son that if the window crack more they would replace it. I called back to Nalley ****** of ******** and they told me I need to call Nalley of Volkswagen, so I called them and explained to them what had happened and they told me they was gonna get someone to call me but NO ONE HAS CALLED ME YET ..SO NOW THEY PLAYING WITH ME! If I would have known they wasnt gonna fixed the windshield I wouldnve purchased the vehicle! Now Im upset!

  

  Business Response

  Date: 03/14/2025

  In the complaint the guest says she purchased a vehicle from Nalley ****** of Cumming; however, she has filed a complaint for Nalley Volkswagen of Volkswagen.

  Nalley Volkswagen has no relationship with Ms. ******** ********.

   

• Initial Complaint

  Date:03/02/2025

  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.

  We scheduled an online appointment at Nalley Volkswagon of Alpharetta for a diagnostic evaluation due to issues with our vehicles (Jetta) horn not working and intermittent starting problems. After the service, we were charged two separate diagnostic fees totaling $370, despite no repairs being made. It was only after payment that we learned the dealership offers a complimentary multipoint inspection, which includes diagnostic testing. The Service Lane manager (**** *******) failed to disclose this free service and instead stated that the diagnostic fee would only be waived with the purchase of an additional service. We believe this lack of transparency is deceptive and a clear attempt to take advantage of customers for financial gain. Therefore, we feel that we are due a refund. As a result, we are filing a formal complaint against the dealership and have shared our experience with others to raise awareness of these dishonest practices. Needless to say, we will never recommend them or do business with Nalley of Alpharetta again!See attachments

  

  Business Response

  Date: 03/03/2025

  We are writing in response to your complaint filed with Better Business Bureau concerning the diagnostic services performed on your 2012 Volkswagen Jetta on January 30, 2025. We understand your frustration regarding the separate diagnostic fees for the check engine light and electrical diagnosis for the horn issue.
  

  Ms. ***** scheduled an appointment using our Online Website Scheduler, requesting for a diagnostic.
  
  Ms. ***** was accompanied by her elderly Mother. Ms. ***** (daughter) explained her concerns of the horn being inoperable, and an intermittent no-start condition. According to Ms. ****** her mother is the primary driver, and she was assisting her with the addressing their concerns. Her Mother did not speak at all during this conversation.
  
  We explained that a diagnostic labor fee is required for a technician to spend time evaluating electrical malfunctions. Ms. ***** and her mother were verbally quoted a diagnosis charge of $185.00 per concern and was told this would be applied to the repair cost, only if she approved the repair estimate. Ms. ***** agreed with the initial charges and signed workorder. See attached repair order.
  
  We acknowledge your statement that you feel taken advantage of regarding the horn diagnostic fee. On the 29 multi-point inspection our technicians check the horn operation on every vehicle that comes into the shop.If the horn does not work, we seek approval from the customer to proceed with diagnosis of one hour at $185. Diagnosing electrical issues requires tracing circuits, testing components, and often removing and inspecting parts, covering the technicians time.As previously stated, the diagnostic procedures for the check engine light and the horn issue were distinct and separate.

  Check Engine Light Diagnosis: This involved using our specialized OBD-II scanner to retrieve and interpret diagnostic trouble codes, which required electronic analysis and research.
  

  Horn Diagnosis: This required a separate, hands-on diagnostic approach, including physical inspection and testing of the horn, wiring, relay, and switch. This is a separate electrical system.
  

  Our standard practice is to charge a separate diagnostic fee for each distinct system or issue requiring diagnostic work. This allows us to accurately assess the problem and provide a precise repair estimate.
  We value your business and are committed to working with you and the Better Business Bureau to reach a resolution. We appreciate your feedback and hope to regain your trust.
  

  Sincerely,
  ***** ********
  Service Director
  Nalley Volkswagen

• Initial Complaint

  Date:02/07/2025

  Type:Sales and Advertising 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 recently had my vehicle serviced for an oil change at Nalley VW of Alpharetta. The next day, I experienced issues starting the vehicle. I returned it a couple of days later without a loaner. This was the second visit in 30 days, during which a fuel pump and battery were replaced due to the vehicle not starting after the service. I authorized the repairs promptly upon receiving low fuel pressure codes. A few days later, while driving my wife and three children to dinner, I noticed a grinding noise coming from the right front area. I was surprised as the car had been in for service twice in a week, assuming everything else had been inspected. I contacted ****** to inform him of the noise concern and was provided with an estimate for front brake pads, stating they were below specification. However, I had just received a Multi-Point inspection showing the measurements at 8mm, which contradicted the estimate. This misstep led to the cancellation of an upcoming 8-hour road trip for my family. I politely expressed my concerns to ******, indicating that I no longer feel confident in the Nalley technicians' ability to inspect my vehicle adequately, especially considering the safety of my family. I just spend around $2800.00 including the parts I purchased over the counter to have my Mercedes Dealership replace the brakes. Parts guy was super kind and helpful, but I can no longer give my business to Nalley and I pray you will not let another family drive off that lot unsafe.

  

  Business Response

  Date: 02/10/2025

  Thank you for sharing your concerns. I want to take a moment to clarify what transpired during your visits. When your Atlas was initially brought in for diagnosis, our technician measured the front brake pads at 8mm as part of the Multi-Point Inspection (MPI). After that service was completed, you later returned due to brake noise. Upon re-inspection, we found deep grooves in the rotors and that the front pads had worn down to 5mm. While not an immediate safety issue, we advised that service would soon be necessary.
  
  You expressed concern about the difference in measurements, and our advisor explained that the technician may have initially measured only the outboard pads. You then requested that we replace the front brakes at no cost, which we could not accommodate. However, we did offer a 20% discount on parts and labor as a goodwill gesture. You declined this offer and instead purchased brake pads from our parts department, informing us that you would have the repair completed at your own dealership.
  We take all guest concerns seriously and strive to provide honest, transparent service. I regret that we could not meet your expectations in this situation, but we remain committed to serving you should you need further assistance. If youd like to discuss this further, please feel free to reach out.
  
  ***** ********, Service Manager 
  Nalley Volkswagen of Alpharetta
  ************************
  Alpharetta, GA 30009
  ************

  Customer Answer

  Date: 02/11/2025

  This was a lied the brakes were metal to metal on the right front rotor and the Advisor ****** Admitted it over the phone and apologized but didnt not put it on the Ro . The were not just grooves they were grinding . 
  I was also told it was a mistake from a technician they copied and pasted the multi point inspection. I am very familiar with the system, and you cannot copy and paste a multi point inspection. You have to manually click on every single option. 

  

  Business Response

  Date: 02/18/2025

  Thank you for sharing your concerns. I want to take a moment to clarify what transpired during your visits. When your Atlas was initially brought in for diagnosis, our technician measured the front brake pads at 8mm as part of the Multi-Point Inspection (MPI). After that service was completed, you later returned due to brake noise. Upon re-inspection, we found deep grooves in the rotors and that the front pads had worn down to 5mm. While not an immediate safety issue, we advised that service would soon be necessary.
  
  You expressed concern about the difference in measurements, and our advisor explained that the technician may have initially measured only the outboard pads. You then requested that we replace the front brakes at no cost, which we could not accommodate. However, we did offer a 20% discount on parts and labor as a goodwill gesture. You declined this offer and instead purchased brake pads from our parts department, informing us that you would have the repair completed at your own dealership.
  We take all guest concerns seriously and strive to provide honest, transparent service. I regret that we could not meet your expectations in this situation, but we remain committed to serving you should you need further assistance. If youd like to discuss this further, please feel free to reach out.
  
  ***** ********, Service Manager 
  Nalley Volkswagen of Alpharetta
  ************************
  Alpharetta, GA 30009
  ************

• Initial Complaint

  Date:10/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am writing to formally express my frustration regarding the recent car purchase experience with ***** ***** and ******* Volkswagen of Alpharetta. His focus to meet monthly sales targets, which he admitted to my father and I over the phone led to multiple oversight issues, leaving me in difficult position as a customer. His failures resulted in paperwork issues and vehicle preparation, which ultimately created a level of distrust. He blamed it being an out-of-state purchase and institutional oversights rules, however these excuses are unacceptable and it is a poor attempt to not take accountability for one's own actions. While I understand the pressures of meeting sales goals, I believe the dealership can prioritize quality and customer satisfaction parallel to closing deals quickly. Despite purchasing the vehicle in June, I have yet to receive the car tag, which I fully paid for at the time of purchase. ***** failed to run an emissions test on the car before the purchase was final. ****** **** has been helpful in trying to rectify the issues and working around the demands of my work schedule. However, this is not her fault and if it would not have been for McCoys failures and lack of care, these simple tasks would not be outstanding items four months later. This delay is not only inconvenient but also raises concerns about the professionalism and thoroughness of the dealerships operations. I'm at risk of getting pulled over and I always pray before driving I don't become another black male victim at a traffic stop. On October 10, the dealership towed the vehicle to perform the emissions test, but after following up with the tagging office on Oct 18, I learned that the emissions test was still not uploaded to the system and I have yet to have my interim tag renewed.I expect a prompt resolution to this matter, including the immediate issuance of my car tag. Thank you for your attention to this serious issue. I look forward to your swift response.

  

  Business Response

  Date: 12/05/2024

  Hi Kelly 

  This situation has been resolved. 

   We shipped the car from his home in ******** to our dealership to have the state emissions completed. Once it was done, we shipped the car back to his home. The tag paperwork has been completed, and the car is now registered in his state and county.  Below is a copy of the email from the guest confirming this has been resolved. 

   

  Thank you 

  ****** **** GM

  Nalley VW 

  Customer Answer

  Date: 12/05/2024

   
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/17/2024

  Type:Sales and Advertising 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 2019 Volkswagen Tiguan in March 2024. It is **** almost July 2024 and I STILL have no tag. My original tag expired and I had to drive to my tag office to find out that they had not filed the paperwork for my tag. The tag office extended my tag until 6/6/24. It is 6/17/24 and I havent received a loaner or any resolution for my tag. This is extremely unprofessional and such an inconvenience as I need my vehicle and now have to risk being pulled over to transport myself and my children due to this issue. I called ********************* as recent as 12:02pm today and got a voicemail.

  

  Business Response

  Date: 07/03/2024

  I am going to personally call the guest and address her concerns. I am gathering the info will reply back here once I have spoken to the guest. 

• Initial Complaint

  Date:10/12/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 a 2021 VW Atlas Cross Sport from Nalley VW of Alpharetta at **********************************. on 3/15/2021. Along with the vehicle, I purchased many extra warranties. I sold the vehicle on 3/14/2023 and requested prorated refunds for the "extras" I bought, as I was well within the cancellation timeframe and also provided written request within 90 days of the sale. The dealership refunded most of the extras but not the *** insurance. I paid $995 for the insurance and did not use the entire term. I've called and emailed Nalley VW of Alpharetta multiple times since the sale of the vehicle and they refuse to return my calls or provide any response. They are stealing the money they owe me for the prorated refund that was not used and the lack of communication is troublesome. I believe Nalley VW of Alpharetta is not acting ethically or in the best interest of the consumer.

  

  Business Response

  Date: 10/13/2023

  This is the 1st time that we have been notified that a refund is requested. After receiving this email from BBB, we looked to see if there has been a request submitted by the guest. There has never been a request submitted. We contacted the quest and sent him a cancellation request form to complete. Once we receive the request, we will forward it to the company that holds the policy, and they will process the return. We checked our call logs and do not have any communication from this guest from the phone number that we have on file. Please close this concern as we have addressed it promptly after being notified. Thank you.

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20729871
  
  I am rejecting this response because I have emails showing I notified not only Nalley VW of Alpharetta but also ***************************** twice in May and again in June. Further, I called and spoke with Nalley Finance multiple times and even went into their dealership and physically handed them copies of the *** policy and my cancellation request. 

  ***** did reach out to me on 10/12/23 after my BBB submission requesting the information again. I submitted back an email and also forwarded them the email from May 23 this morning.... We'll see how Nalley responds from here. 

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

  Customer Answer

  Date: 10/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although I disagree with their research, as I have evidence of communications, they have resolved the issue and I am satisfied. 
  
  Sincerely,
  
  *************************