ComplaintsforAutonation Volkswagen Mall of Georgia

• Initial Complaint

  09/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a pre-owned ****** Altima from AutoNation on Aug. 19, 2023. During the test drive, the vehicle showed no issues whatsoever as far as performance and noise. As soon as the vehicle was delivered on Aug. 21, 2023, I noticed a clunking noise coming from the front left strut. A couple of days later, I noticed the brakes squeaking loudly when driving and grinding very heavily while in reverse. I waited a couple more days to see if this would improve due to the fact that it had been raining heavily and I thought the issues could be blamed on that. By the time I emailed the salesman I had worked with, the 5-day or 250-mile stipulation had ended. He insinuated that the bad brakes were a result of the rain, despite my describing the issue to him. Based on the CarFax report posted by the dealership, I was led to believe these brakes were newly installed. But it seems to be the case that they are worn out, rusted, or otherwise installed improperly and were sold to me in that condition. The problems are so obvious and noisy that I'm afraid to drive it to **** where I need to have it registered. AutoNation has refused to take any responsibility for delivering me a vehicle that somehow became in questionable condition from the time I purchased it to the time it was in my possession.

  Business response

  09/14/2023

  Thank you for bringing this concern to our attention. The issue has since been fixed by the dealership and the concern is resolved. 

  Thank you.

  Customer response

  09/14/2023

   
  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

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 23rd, 2023 I purchased a car. As of May 25,2023, I still do not have a car tag due to negligence from the dealership. The tag office confirmed the title paperwork is still incomplete today. When my temporary car tag was about to expire, they made no attempt to assist in extending the car tag. They are very dismissive when I reached out for assistance, and have stopped responding all together. First, I was unable to extend the temporary car tag because there was no emissions test on file. I advised the dealership via email with no response. No apology or plan of action on rectifying the situation either. According to cleanairforce.com, a used car is not supposed to be sold without an emissions test in Gwinnett county. I had to take care of the emissions test, and make a second trip to the tag office. After multiple trips and phone calls to the tag office, I was advised my tag can be extended to 6/6 and no further extensions will be granted after that date. The tag office also advised me that the reason the tag is not released is because the dealership has no completed paperwork on their end. Why are they selling cars without clean titles, and without emissions testing? I verified the title status and there is an electronic lien on this VIN (two months after it was sold to a new owner). Failure to get me my tag means I will have no transportation after 6/7/23. This is a very serious matter. I would like to be compensated for the emissions test, gas for making multiple trips to the tag office (and the dealership), and most importantly I would like my car tag. If this cannot be done by the time the temporary tag extension expires, then they should take the car back at no expense to me. As they sold a car without a clean title and could not get it taken care of in over 2 months.

  Business response

  05/30/2023

  Thank you for bringing this concern to our attention. We have been in direct communication with the customer regarding their concerns and have come to a resolution.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2018 Volkswagen Atlas was taken to AutoNation Volkswagen Mall of Georgia for a diagnostic due I heard a noise & to complete a recall for the Catalyst. My vehicle was drivable when I took it ********* did not have any issues with the vehicle's performance after about almost two weeks after my vehicle was there because they could not hear any noise & completing the recall I went to pick up my ************* it was not drivable- the engine light was on & it smelled like fumes in my vehicle. I reviewed the ************ mentioned the mechanic changed spark plugs and moved around my vehicle coils. I did not authorize any services to be completed on my vehicle. I would like Volkswagen to let me know what they are going to do about the faulty workmanship of my vehicle. I sent an email on March 30th to my service advisor ******* requesting a call from the tech or himself to explain what exactly they did to my *********** did not get a response. I also placed multiple calls to the dealership requesting to speak with the service manager or any manager to assist & I was advised by the rep she will send them an email to reach back out to me. I still have not received any contact from anyone at Volkswagen Mall of GA about my concerns.

  Business response

  04/19/2023

  Thank you for bringing this concern to our attention.

  We have attempted to contact the customer to address these concerns but have not been able to connect.

  We diagnosed the vehicle as well as completed the recall.  The customer declined the recommendation that the vehicle needs a new head.(please see attached repair order)

  The customer's vehicle has also been repaired and inspected at other shops.. 

  Thank you.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2022 I purchased a 2017 ****** Outback from AutoNation Volkswagen Mall of Georgia. During my meeting with the sales representative, *******, I was offered an extended warranty. I told her that i was not keen on purchasing the warranty because there always seemed to be some catch. She reassured me that anything other than routine service would be covered under the warranty she was wanting me to purchase. She went over the warranty coverage with me for approximately 2 hours before I agreed to purchase the warranty. In March of 2023 my air conditioner stopped cooling. I went back and forth with AutoNation for weeks trying to schedule a service appointment. Initially, I was told they could not service a ****** and I would have to take it to an authorized ****** dealership to have it fixed, but when I asked how to have the warranty cover the bill at the ****** dealership they didn't have an answer and said they would get back to me. Finally, I called them again after no response and they told me to bring my vehicle to their service department for inspection. I dropped off my vehicle on April 10. Several days later I received a call from AutoNation that they would not cover the repair because it "looked like a rock punctured the condenser" and I would be responsible for the costly repair. I have reached out to AutoNation's ****************** several times, the **************** several times, and have requested a call from the ** during each of those calls to no avail. It is April 17, I am still without a car and I am still getting the runaround and no call back. I was flat out lied to and conned into purchasing an extended warranty after stating my concern that it was a gimmick. I was reassured over and over during the 2 hour meeting that anything other than routine maintenance like oil changes and tire rotations, would be covered. I am demanding that AutoNation honor their word and repair my vehicle in a timely manner.

  Business response

  04/19/2023

  Thank you for bringing this concern to our attention.

  The customer's vehicle needs an a/c condenser repair. The customer has been informed that the contract does have exclusion and the failure to his vehicle was due to outside influence (impact to the A/C )condenser. We offered to take care of the condenser at store cost. He was pleased with the offer but currently does not have the funds to perform the repair.
   

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car in the latter part of September 2022. Since then I have had nothing but issues with the vehicle. All the same issues which seem to never be able to get fixed. I have been in contact with *********************** who is the general manager of the autonation in ******,**. Prior to my car being serviced I was promised twice that there would be a loaner vehicle for me when I drop my car off. It took a month just for that to actually happen. I have called once a week since January. Today I was told my car was ready but everything that I told them that was wrong with the 1 out of 6 things were actually completed. ***** then began to tell me I bought an as is car. Which clearly couldnt be the case if they have fixed things without me paying for it. And upon purchase I was told it was a certified pre owned. Within the first month of purchase the anti freeze light came on. Also the car needed and oil change. All of which should havent been looked at prior to me purchasing the car. ****** behavior and handling of this issue has been deplorable. His lack of management skills is astronomical. I have only purchased cars from an auto nation and this has been the worst experience Ive ever had. From there management to the sales department.

  Business response

  02/15/2023

  Car is ready for pick up. Work is completed. See attached RO.

  Customer response

  02/15/2023

  Attached is the email of all the things wrong with the car. They still havent fixed them all! They still have yet to provide me with another copy of my contract as well as all the work that has been done to my car since the time of purchase! The ** is disgusting and so is boss and I use that term very loosely! He threatened me, because Im not in town to return the loaner which I h a d been calling for 3 weeks to tell them that! I would never ever do business with the autonation. They are completely dishonest and have no idea what the words customer or service means! 

  Business response

  02/21/2023

  We have addressed the customer's concerns and they have since took delivery of their vehicle.

  The door locks work as designed and the side view mirrors defoggers has to be at a certain temperature to work. 

  We have provided the repair orders showing all work performed and also attached a copy on this complaint.

   

  We are requesting that this complaint be closed.

  Thanks,

• Initial Complaint

  11/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my **** vw Jetta into the service department to be fixed( car was making engine noise). It has been 2 mnths now and my car hasn't been fixed, I've only received 2 phone calls with an update. They keep telling it's the warranty ** that's making things take so long !!!

  Business response

  11/29/2022

  Thank you for bringing this concern to our attention.

  We have contacted ************** directly and he is aware of the current situation.

  The car is currently in our service area waiting for the customer's aftermarket warranty company to inspect the vehicle for the requested repairs. The adjuster is scheduled to come out on Wednesday November 30th to inspect his vehicle. Once the vehicle is inspected, we will provide the customer with an update.

  Thank you.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Original purchase of VEHICLE CARE PROTECTION package, 1/27/2020 -- Plan covers oil changes at any AutoNation location -- Instructed at that time that a pro-rated refund is possible if the services couldn't be used - On 3/13/2021, I had an oil change appointment scheduled at AutoNation ***** ****** -- I recently moved to ******** and this was the closest location -- I shared this info in advance "Covered by AutoNation ************ Protection, ****# *******, Agreement# ********"-- I was told after waiting for hours that they were unable to complete the oil change - Since this time, I've contacted AutoNation Mall of Georgia over the phone dozens of times, typically being sent to some sort of voicemail when requesting to speak to finance -- On 3/22/2022, I finally connected with a member of the finance staff, was told that they were too busy at the moment, they'd email me and I could respond back to follow-up -- I've also tried contacting AutoNation through their own website -- I've never been emailed or called in regards to this issue

  Business response

  11/14/2022

  Thank you for bringing this concern to our attention.

  We will reach out to the customer via email to initiate the warranty cancellation.

  Thank you

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a vehicle that was assured to me that it has equipment that it does not have. I went on Sunday the 25th of September to purchase an SUV for my wife. I went to look at a TAOS but was coached towards a Tiguan, due to my needs the salesperson assured me several times that the vehicle came with this equipment. I was passed off to different salespeople throughout the pro which I found very odd. I was not allowed to see a window sticker as 90% of the new car inventory did not have the manufacturers window sticker on the vehicle for customers to see. I was upfront on the ONLY items I needed for me to purchase the vehicle and was assured this vehicles had it as standard equipment. I have tried to call the dealership to address my concerns but was put on hold multiple times when I asked for the *** No one ever answered the call. I just want what was assured to me was on the vehicle and I thought I was purchasing. I feel that their tactics were very deceptive and feel like I was robbed.

  Business response

  09/29/2022

  Thank you for bringing this concern to our attention. 
  
  We have communicated with the customer directly and addressed his concerns.
  
  Thank you

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed to volkswagen mall of georgia on Sunday 7-24-22 for a serpentine belt ************* assembly.They said they fixed it they sent me the price & told me I can pick it up before the day was over Nobody called me to let me know my car was finished but instead I had to call over 5 times & finally got in touch of the used car department when he then told me they said I needed a new engine!My car didn't not have any problems leading to a new engine!No service light or check engine light!They told me I still have to pay for the serpentine belt and pvc assembly on the old motor and get new engine I belive they destroyed my motor while working on my vehicle. They never told me what's wrong with my engine to where I need a new one...Now they're asking if I want to but another car! My car is still there 7-28-22

  Business response

  07/29/2022

  Thank you for bringing this concern to our attention. 

  The customer had his vehicle towed in on Sunday evening.  The night drop envelope had his name, phone number and the side note need serpentine belt replacement.  The vehicle was checked in.  The technician went to the vehicle to pull car in.  When we started the vehicle is when we noticed the belt was gone.  The car was not in running.  We inspected the vehicle suggested a belt along with the pcv assembly we noted its leaking oil on the belt causing the belt failure.  We also noted to the customer that the vehicle has multiple oil leaks and issues that the customer has declined earlier this year ********* RO *******  Back in March we advised the customer oil was leaking from upper timing cover, valve cover, lower timing cover. 
  
  Customer agreed to replace the belt and *** assembly only on Monday evening July 25th.  The advisor did inform the customer that the vehicle would be ready Tuesday afternoon.  When the tech finished the job and went to start the vehicle the engine was making a tapping noise and low oil pressure light was on.  Since the engine has more repairs needed and 140k miles on it we suggest replacing the motor.  The customer did speak with another advisor on Tuesday evening ( not used car ***** where we told him we suggest replacing the motor.  The customer at that point stated his engine was running fine before he had the vehicle towed here. 

  We spoke to the customer on Wednesday July 27th on the phone,  we discussed what could have happened to his motor during this process.  At that time we suggested that instead of spending money on this vehicle maybe talking to Sales would be a solution as well.  At the end of our phone conversation we agreed that we would drop the oil pan to see what was going on in the bottom of the motor.  We did drop the oil pan Wednesday evening and found that when the belt snapped the engine actually sucked up the belt into the engine.  The *** assembly was not holding the engine pressure and leaking oil on the belt.  We sent the customer a message last night suggesting we replace the oil pick up tube since its clogged the belt pieces and see what we have. We asked the customer to cover the parts cost ($ 150) and we would cover the labor since I already agreed to remove the oil pan.  The customer agreed via text last night.

    At this point we are waiting for the parts to arrive and then we will assemble the pan and see what we have.  We do have a concern since the *** assembly did fail we have also discovered a new oil leak from the rear main seal.  If the pick up tube fixes his tapping noise and low oil pressure light this is just a temporary fix. 

  Thank you

  Customer response

  07/31/2022

  PVC assembly fail?

  Waiting on parts?

  Why am I not getting updates on this?

  This is the second serpentine belt to fail under warranty this is the first time my oil leak was blamed

   

  Business response

  08/01/2022

  We have been communicating with the customer via text  and notified him that we are waiting on an additional part that is scheduled to arrive tomorrow, once it arrived and is tested we will provide the customer with another update... 

  Thank you.

  Customer response

  08/01/2022

   
  Complaint: 17637697
  

  I was told the top mechanic in Volkswagen was working on my car. Note that my car was started and driven at the shop without a serpentine belt I even told them that in the description when my car was towed.

  I didn't know I had to tell the top vw mechanic in ***************** not to run the car without the serpentine belt!

  I just want honesty from the number one mechanic in VW...if you messed up you messed up & stand on it.

  I sent my last response before I was finished.
  Volkswagen records all their calls the last service I 'denied' I asked if it was ok to drive & they followed with 'your car would be fine if you couldn't fix the oil leaks at this time just keep oil in it'
  My car doesn't have an excessive oil leak
  There's no puddles in my drive way or no oil burning off the engine
  
  This time I was told the top mechanic in Volkswagen was working on my car. Note that my car was started and driven at the shop without a serpentine belt I even  after i told them that in the description when my car was towed.
  
  I didn't know I had to tell the top vw mechanic in ***************** not to run the car without the serpentine belt!
  
  I just want honesty from the number one mechanic in VW...if you messed up you messed up & stand on it.
  My serpentine belt got sucked in the engine after being on your lot.
  Never did I hear a ticking or tapping noise that was spoke of.

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

  Business response

  08/03/2022

  We received the part were waiting on to fix the vehicle. It arrived and installed. We tested the vehicle after repair and this morning. The customer has taken delivery of vehicle. 

  We are requesting this complaint to be closed.

  Thank you

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 2014 Volkswagen TDI in fantastic condition. The condition is so well that recently this dealership tried to buy the car from me and these turbo diesels are not very common.Yesterday June 15, 2022 my daughter brought the vehicle an hour and 20 minutes away to this dealership just like she has for any problems with that vehicle. This time she brought it for an oil change that was scheduled. After spending $117 and change on the oil change, she drove the vehicle home. Once home she noticed some white smoke coming from the engine and called me. She Opened the hood to check the oil and no oil was in the engine. My daughter called them this morning and they sent a tow truck to pick the vehicle up. I have called to talk to the general manager and others by leaving a voicemail five different times. Hours have gone by and no one has returned my calls. They never sent a loaner car for transportation as requested or return my phone calls. They actually try to make it sound like they were doing me a favor by sending a tow truck for free. I have not spoke to an attorney about a civil suit ye, because I wanted to see what could be accomplished by contacting you. Im only interested in the vehicle been in the original great condition and transportation being provided because none of it was our fault and they know it.

  Business response

  06/16/2022

  We have the car and we are looking at it now. Once we identify the issue we will contact the owner and make things right as we always do. 

  Customer response

  06/16/2022

   
  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,
  
  ***************************

*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. ↩