ComplaintsforGerald Jones Volkswagen

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased a ********** ***** in ******* ****. Shortly after purchasing the vehicle we noticed that air was coming in through the driver side window making a blowing noise while driving. We took the vehicle back to the dealership to have it repaired, where they attempted to repair it the first time. After that repair did not work, we took it back for a 2nd repair where they kept the car for a month and sent it to a body shop for repairs. The repair seemed to hold for a little while however the issue returned a few months later and we took the car back again in **** 2023. Today it has been 1 month of the car sitting in the parking lot of the dealership not having any work done to it. We are not allowed to take the car back because the dealership claims it needs to be on hand for photographs. Every time we want an update we have to reach out to the dealership to get any information out of them. To make matters worse, we received a few text messages, screenshots attached, from the General Manager (GM) of the dealership stating that she was with the technician working on a solution for the car on a Friday, and that if that solution did not work then they would replace the vehicle starting on Tuesday. We contacted the dealer on Wednesday to get an update where the GM said she was with the technician working on the car again? This entire process has been a nightmare, the dealership is doing nothing with the car and we are forced to make payments on a vehicle that sits in a parking lot "waiting for repairs". We even tried to go back to the dealer to make some sort of deal with them, willing to take a $5000 loss on top of a loss in warranty to get out of the car where the dealers finance lead straight up refused. I cannot express what a stress this has been on my wife who is without her vehicle and we cannot go to other dealers to look for cars because this dealership basically has the car hostage. Any help would be greatly appreciated.

  Business response

  07/19/2023

  We have spoken with customers and have reviewed the options. We agree that there was a misunderstanding on their part.  We have sent a revised offer and is waiting to hear back from customer.  We also reviewed the repair protocol, customer now understands that we can only make repairs authorized by ***********  We made all the repairs authorized by *********** Customer is scheduled to return vehicle on Thursday **** ***h for additional repair. We are working with ********** and customer on resolution.

  Vickie M*****

  ******************

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