ComplaintsforVolkswagen of Macon

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my car in **** **** My car was in the shop for 6 weeks. They replaced parts and fixed other issues, but they didn’t fix the main issue. Granted I also had them look into why my parking break light was on and if they could reset my air bags. The main issue was I had a vacuum leak, that’s why I brought it in, they replaced the vacuum hose and pump. They told me that my car was ready to be pick up. So when I get there I paid $3005 for my car and the mechanic went out and tried to crank it. It didn’t turn over, so the mechanic pushed it back into their shop and said that I had a bad fuel pump relay (I looked at that earlier this year and it looked brand new). So they replaced that with no charge. I got in contact with the corporate office of VW and they talked the the Macon people. Couple day later they say it’s ready, so I go down there the front desk service lady was very rude gave me my keys. I went out and my car started, but when I was trying to drive it out of their parking low my brakes didn’t work. I go back inside and tell the lady that I had no brakes, with all attitude she says “what do you mean you have no brake”. My brakes didn’t work what else is there to say. That Sunday I had it towed out of Macon, because * ***** **** ***** * **** **** ** ********. I did some research on my car and looked at the hoses they installed and it turns out they installed them backwards. They kept on blaming my cars age to be the reason why things aren’t working. My car is an **** ** ******* I called VW of Macon back and the service manager told me I offended them and everyone I meet. He also said that he will not service my car anymore. I am wanted $2000 out of this. Because yes they did fix other issues but they main one they didn’t. And kept blaming my car to be the issue. I also had to tow it out and this whole debacle wasted 6 weeks of my time and money

  Customer response

  08/10/2023

  The Service Manager also stated in our last phone call that my car can no longer be serviced there. My ** ****** can no longer be serviced at the VW of Macon shop. I didn’t think a dealership should say that even after “fixing” my car and taking my money.

  Business response

  08/17/2023

  I discussed Ms. *****' complaint directly with her. Since there was no way to definitively determine if my team had installed the vacuum hose incorrectly, I offered to reimburse her for the cost of that repair plus incidentals. We agreed on a total of $1000 reimbursement.

  Customer response

  08/17/2023

  
  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

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a used car from Volkswagen of Macon on *** *** 2023. Upon receiving the car back from detail there was a huge stain on the passenger seat. Our sales rep was made aware, and pictures were taken by him and us. We were told the issue would be taken car of and he was notifying the GM. Since the purchase I have made 10+ attempts at calls and voicemails to the dealer, including an email with zero return response. The dealer made a deal to install aftermarket heated seats for the vehicle, and I was quoted $650. However, once reviewing paperwork they slid the heated seat install in at $800. A change in price was never discussed. They also failed to let me know the heating element could not be installed in the passenger seat. The customs shop told this information to Alex at the dealer, and he did not call me and let me know. The company that installed the heated seats could not give me exact amount that was charged to the dealer. However, when I asked for a quote on the vehicle I was told $495-$595. So the install price was actually less than the originally quoted $650. I want the dealership to do the right thing and replace the bottom half of my passenger seat as whatever substance on the leather is permanent. Due to the $300 overcharge I was charged for the heated seat install. It's how I would like to make this right. Replacement seat can be found on **** for $279.

  Business response

  07/05/2023

  This concern arose from a lack of communication with the customer due to her sales associate leaving the company.  Unfortunately, the sales associate was not helpful in directing the customer to the appropriate manager to address her concerns.  The customer has been contacted by the Sales Manager.  We have offered for her to bring the vehicle back, and we will put her in a loaner vehicle to get the seat cover repaired or replaced.  The concern over the cost of the heated seats was a simple explanation that the difference included other items purchased by the customer that were not itemized correctly. Now that the customer is in contact with the Sales Manager, her concerns will be rectified.

  Customer response

  07/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complain* * ********** and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On ********** I bought my car into the service center, within this service an oil change was done, point inspection and tire rotation. I advised the service people upon arrival that I needed my right back tire assessed because it was losing air. The car was serviced, and I was told that the tire would no longer be an issue, that if I see some slight pressure loss, that it was just due to the cold weather. I found this odd being that if that was the case, then why aren't all the tires losing pressure, but ok. I left the dealership and returned home, however the next morning when I get in my car to go to work, I get a tire pressure loss reading but this time it is for the front right tire, I get out to check the tire and it was almost flat. I go to put air in the tire and immediately go back to the dealership and because it was ********* *** the only department working was sales. I called the service mgr while still there and left a message, I just so happened to see the employee who sold me my vehicle and I advised him of the situation. He says to me " Yeah sorry about that, they have a new service manager now and he likes to cut corners, he also stated that the service ******" Now no that is not something that an employee should have said but I appreciate his honesty because he was absolutely correct in his statement. They lead me to believe that my tire issue was fixed, only to rotate my tires and put the bad tire in the front. I went back home because there was nothing I could do, and no one was going to be open for the next two days. During this time, I filed a complaint with VW Cust service dept and have not heard back from them. On ********** after having to fill up my tires for two days, I went to a shop and they looked at my tire, low and behold it had a pretty big nail in it. I got the tire repaired and went about my day. This car is new and costing me almost 40 grand, I should not be dealing with this carelessness it is a family car and driven daily.

  Business response

  01/10/2023

  I was able to contact Ms. ******** via telephone.  We had a pleasant call to discuss her concerns. Unfortunately, her concerns were not communicated thru the Volkswagen Corporate Care Center to the dealership.  For this reason she felt it necessary to file a complaint.  I have agreed to reimburse her for the tire repair (see attached), and also provide a complimentary oil change during her next visit.

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