ComplaintsforAutoNation Volkswagen Columbus

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******* my vehicle was towed to the business for servicing to see why the vehicle wouldn't start. A service appointment was scheduled for ******* at 7AM but we were allowed to bring it by early in case they were able to service it sooner. We are still waiting for a simple full diagnostic of the car and it is ******** Initially, they determined that the engine needed to be replaced because of low oil levels, and were supposed to contact our warranty company about coverage of repairs. I have had to call just about every day since we had it towed for simple updates, several calls at a time just for someone to answer the phone, and physically go to the service department for accurate information concerning the issues in the car that need to be fixed. We have not been given any consistent updates outside of my continuous calls/visits, and we have not been given any loaner or rental to use as compensation for the continued delays. I am BEYOND done with them and NEED my car fixed, transportation until it is, and proper communication from this business. An engine replacement is way too big of an issue for them to continue to give dodgy and inaccurate information to me the customer and the warranty company. Absolutely ridiculous.

  Business response

  09/20/2022

  Business Response /* (1000, 5, 2022/09/01) */ Ms. ****** is correct in her statement that she does contact the Dealership daily. However, what she has omitted is that she has a 3rd Party Warranty not affiliated with ********** or AutoNation. Unless Ms. ******'s 3rd Party Warranty has a Loaner or Rental provision, the dealer will not provide one as the vehicle's original factory warranty has expired. We have had continued communications with her Warranty Company since the vehicle arrived at our facility. On August ****, Ms. ******'s Warranty Company requested that the engine be disassembled, and a representative of their company would perform an in-person inspection to see if they would approve the warranty coverage due to excessive low oil level. The same day (Aug ****) Ms. ****** was informed that the labor for the disassembly would be her personal responsibility should her Warranty Company decline coverage. She approved the disassembly to commence on Aug ****. While proceeding with the engine teardown, it has been determined that the engine has experienced a catastrophic failure. We are again at the mercy of Ms. ******'s Warranty Company waiting for their response as to whether they would like us to proceed further. Prior to this incident, we have only seen this vehicle, a *********** with 98k miles, in our facility once. We have no records of the proper maintenance require of this vehicle being performed. We are willing and ready to move forward with Ms. ****** and her Warranty Company's direction. Consumer Response /* (3000, 7, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. I was told ******* that the issues with the engine were actually due to the jump time being off and the engine locking up because of it. I was reassured that it was not due to "low oil levels", but for whatever reason, the jump time was off. 2. I revisited the dealership on ******* and was THEN told that they needed my permission for the tear-down, which was given then and there, and I was then told the tech would be informed to do so on the following Monday, *******. I contacted the dealership and warranty company several throughout this entire process, but the dealership has been the main cause of any delays. Whether they told me the correct issue initially or on 8/20, there is still a major issue with proper and correct information and even delays in contacting the warranty company when they have done what they were asked to by the warranty company. Business Response /* (4000, 9, 2022/09/02) */ Customer visited Dealership and spoke with Service Manager today****. Repairs/ diagnosis moving forward. Consumer Response /* (2000, 11, 2022/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a vehicle about 8 months ago from this dealership and from the beginning I noticed a lot of issues with the vehicle I brought the problems to their attention and nothing was done all I got runarounds several things happened to the vehicle including gas leak engine problems air conditioning tire problems and other things now the vehicle sits on a parking lot unable to move it because the price to fix the vehicle is out of my budget. I reached out to them for months and nothing was there were done all they wanted me to do was to use a warranty then it wasn't even worth having because it doesn't fix anything but the car was still on the warranty with the dealership and here I am paying for a card that I can't even drive and I told them of other issues the car was having in this one problem after another

  Business response

  08/18/2022

  Business Response /* (1000, 8, 2022/02/14) */ **************************************************************************************************************** Good afternoon, My name is *************. I am the General Manager of VW Columbus. If you can please contact me so I am apply to resolve your concerns.

*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. ↩