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:12/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Vehicle left with dealer on 12/3/24 for diagnostic inspection, length of service wait time was unreasonably delayed so vehicle has been with dealer since 12/3/24. Service contacted on 12/4 with results of inspection, after informing dealer of warranty on vehicle with warranty contact information dealer informed customer contact would be made. According the warranty company the claim was filed 12/9 and as of 12/16 the warranty company is awaiting verification of service issues. The lack of communication with customer and warranty company is extremely concerning. Customer has tried to contact service at dealer multiple occasions since 12/9 with the only update being theyre awaiting approval from the warranty company.

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Purchased a 2024 Volkswagen Atlas from disc car dealership they included several warranties on the vehicle that I werent aware of. I canceled the #Warranty back in May as of yet they have failed to refund the warranty to Volkswagen motor Credit . Ive called several times spoken to several managers and they keep giving me the runaround about the refund. I feel this is very unprofessional unethical as in terms of doing underhanded business. I am seeking immediate resolution so that interest couldve stopped occurring on my account for over $6000 in refund warranties that I am owed by Heritage Volkswagen.

• Initial Complaint

  Date:10/18/2024

  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.

  August 2022, i purchased a ***** from this dealer. October 2023, i began to notice sqeaking/sqeauling sounds coming from the front of the car. This began many visits to find out what it was. I was told repeatedly the brakes do that in the cold and when the temperature begins to change back to warm..this was the constant answer. Then i was told that the type of brakes used are not allowed in the ****** which made me ask why would these vehicles be sold like this then. No answer. I visited several times for other services and continued to bring this up through 2024 and was told the same story about how breaks are with the European vehicles and the type of breaks that are used there and in the **** None of this was the problem i was asking about. NOW, over the last few months the sqeauling on the passenger side FRONT of the vehicle has returned, when i accelerate up to 25 mph you clearly can hear it. I have driven it multiple times to the dealer after making appointments only to be told we have to duplicate the problem Ok, understood. They test drove it and claimed they heard nothing. Then it was suggested, by THEM to record it the next time. So a day or so later i did just that, recorded it on video where you can clearly here the noise. I made another appointment and saw the same service advisor again, his name is ***. Showed *** the video and he even recorded my video from his phone. He comes back from showing a mechanic and claims still they have to produce. *** suggested to leave the car with them a week so they can try and discover. I did that on September 24th, 2024 and my Car has not been touched nor have i been contacted. I called at the end of the1st week to check on it and *** said they would get to it and back to me. Havent heard from them since and it still sits. I still have 2000 miles of warranty left on am feeling like that are intentionally waiting for me to run it out so i can be charged for the noise that they will all the sudden discover.

  Business Response

  Date: 10/24/2024

  Customer was contacted and explained in detail regarding the findings. As a goodwill gesture dealer replaced both front and rear braking system. 

• Initial Complaint

  Date:08/22/2024

  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 bought 2018 ** Atlas on 7-24-24. I was told all car go through a detailed inspection for issues before placing cars on lot forsale. I have had to take this car back to Heritage ** several times since I purchased this vehicle. I was only able to take the car a short distance for a test drive. I was prepared to pay cash for a ***** van. As I got ready to drive the ***** I saw the ** Atlas it looked nice had nice features so I asked to test drive the Atlas. After test driving we went back in to talk with the manager ******, I explained to him I came to pay cash for a vehicle but since the Atlas was newer I would consider financing a vehicle that would be worry free and not have to deal with maintenced for a while. He agreeded and explained to me that all the vehicles that come in at Heritage ** are thoroughly inspected for issues before putting them on the lot for sale. Since I have had this vehicle I have been back to Heritage ** several times for issues with this SUV. On 8-09-24 I took the Atlas in to get a list of items looked at and a few of the issues were taken care of, one was a hose on the coolant overflow reservoir, I was smelling antifreeze at times so I brought this to his attention something that should've already been noticed if they did in fact do a thorough check on this vehicle. And today 8-21 there was residue on the coolant tank, now did they leave it dirty or is it still leaking? Also the brakes are making squeeking noise when backing up and I also had this on my list ****** said he didn't hear the squeek however he said he drives an Atlas and his brakes squeek at times also so I looked at him and said "so why didn't you tell me this while I was in your office"? And he didn't answer. So I feel like he took advantage of me because i'm a female and that he possibly knew there were issues with this vehicle. Also wiper fluid tank top was missing down in car, appeared to have been missing for a while. Had debris on it. Under hood was dirty also.

  Business Response

  Date: 08/22/2024

  This dealership looked at all concerns listed by the new owner. The dealership fixed the *** outlets that were pushed in after the sale as a courtesy. Also fixed a hose in the coolant system and performed a pressure test afterwards and found no additional concerns. The car was detailed thoroughly prior to sale but was not up to the client's satisfaction. The car was sent to detail 3 times and was cleaned to the best of the detail department's ability. The customer has an appointment next Tuesday or Thursday to fix a handle on the rear seat that will be repaired at no charge. This vehicle was sold AS/IS and has over ******* miles on it. It is in very good condition for the year and mileage. The dealership has tried to be as fair and reasonable as possible to accommodate the customer questions and concerns and the client has been working directly with the General Manager. Thank you.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22176974
  
  I am rejecting this response because: One thing the brakes are still squeeking, I was told that the technician checked the brakes and could not find a problem, as I noted, ****** mentioned that his brakes squeek also in his VW Atlas. That is not acceptable to buy a vehicle and have your brakes squeeking when backing in reverse right after you purchse the car.  I feel that since ****** knew that his breaks make squeeking noises on his Atlas why wasn't this 2018 Atlas brakes checked more closely to insure there were no issues. This is one of the issues I feel most uncomfortable about since he knew his car makes brake noises, and braking issues is something I definetly do not want to have while driving myself or my family around. This is a huge safety concern for me. Had I been able to drive further and longer I may have noticed a few things about this vehicle that would have allowed me to hear an see more about this car, but the test drive was only allowed for a short distance.  Again I was told that the vehicles are checked thoroughly so why would brakes be making noise, coolant reservoir be leaking, (it also appeared to be leaking after it was so called repaired since there was a residue near the hose just yesterday), a broken seat handle found in console of car and not replaced before the vehicle was on the lot for sale. I even found the top to the windshield wiper reservoir broken off and found down in the cracks under the hood of the engine compartment.  It appeared that this top had been sitting there for a while since there were dead bugs on the top and leaves also sitting inside engine compartment under the hood. This again makes me think that this vehicle was rushed to the lot for sale without checking everything out totally.

  I even metioned that the car was drifing to the left and the easy answer I was told was that some roads are different and make car drift to one side or another.  I heard a weird sound when accelerating and that was on my list i'm not even sure if they checked for that because the last time I took my car in they were finished with repairs of the coolant hose and usb so quickly.  Also the thump and bump at times when putting the car in gear makes me wornder if there are some transmission problems.  Also I told him that the deck lid/trunk would get stuck in the open position at times, and just a few days ago it got stuck as it was closing.  This is very unaccaeptable.

  Yes the car was washed 3 times and waxed once after the first time  ****** even mentioned that the first detail was not  done properly. I had to point out to ****** and the detaler that the car was still dirty on the inside and after I had cleaned it myself I was still seeing pet hairs. I asked if I could get the carpet shapooed and he refused.  I believe that management at Heritage VW rush to get cars ready to sale and do not pay attention to the small details.  As a mom this vehicle makes me nervous to drive wondering if something could happen while driving around the city or on the road with my family. After reading the several negative reviews here on BBB I feel like this company do not value their customers and do not stand by their word. I would still want to get all issues checked and repaired, especially the brakes and the gear/transmission thumping or they can do a buy back and refund my down payment. 
  
  Sincerely,
  
  Y *********************

• Initial Complaint

  Date:10/05/2023

  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.

  10/4/23 I purchased my car in Feb 2022 brand new. Part of my decision in purchasing a VW, which I had no experience with, was the warranty and service package sold to me which included pick up service for car maintenance and loaner vehicles when my car was in for service.Since my purchase of the vehicle, there have been more than 1 recalls issued and services required where I had to leave the car and requested a loaner. Each time, I was told there were no loaners available. After utilizing the pickup service twice, I have been denied that service more than once. I dropped my car off with the service department representative ******* after scheduling an appointment online for 10:30 am. My car was leaking oil and my service engine light was on. He called at 12:31 to inform me that they would have to keep the car because parts had to be fixed/replaced, including a catalytic converter, which I received a letter in the mail about from VW, so this was a known issue. I requested a loaner. He said he would have that department reach out to me.At 3:07pm I called the department, because I hadnt heard anything. The representative (a female) informed me that they only had a Jetta available (mine is an Atlas, the largest SUV). I asked to log a complaint about the lack of availability of loaners and especially comparable loaners. I asked her if I could pick up the Jetta, then exchange for a larger car once it became available. I also asked for the Jetta to be dropped off for me. She said she would have to talk to someone then give me a call back.At 3:24, ******* (service rep) calls me and asks to speak to my husband then proceeds to tell me that by logging a complaint, I was acting uncouth. He then threatened me, saying he now had to make a decision of whether or not they would even service my car because it is not his fault VW cant fulfill their promises. He was extremely rude and I am now afraid.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a Volkswagen Atlas in March of 2023. For the past 5 months my vehicle has been in the shop over 9 times for serious issues. The first one where the vehicle cut off on the highway with me in it and would not start. I have contacted Volkswagen heritage, Volkswagen corporate, Volkswagen credit. I have had over 13 loaners within in this timeframe. I have requested several times to be put into another vehicle and or buy the vehicle back. I am highly disappointed and disgusted at the experience I have had with VW. My life and my children's life I feel are in danger as something is always going wrong with this vehicle. I have sent several emails.My children have gotten bitten by ants as well as myself. One time I had to be swapped out of 5 different loaners. My the last loaner I have now, I had to bring back to service as a light came on. I would not promote how Volkswagen is a family vehicle as my family has been severely traumatized by this experience.Was offered a settlement for the first issue but not what I asked for. (Buyback or trade in). Didn't accept the offer and glad I didn't. Since then no one has contacted me back in regards and there have been 7-8 incidents since.

• Initial Complaint

  Date:05/18/2023

  Type:Order 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 had my car towed to the service **** at Heritage VW and asked them to get repairs approved through my extended warranty. My service advisor, ****, assured me he git the repairs approved. He pitched other unrelated repairs, but we declined them due to it being right before Christmas and not the primary cause if our issue. After my repairs were completed, I showed up to pick up my car and they told me that they didnt send all the photos the warranty company asked for (**** told me this word for word himself) and then told me I was responsible for the costs. I spoke to the service manager who discounted slightly to where he wouldnt lose money but he shoudl have lost money. His employees didnt do their job and cost me every ***** I had to my name plus the rest I had to borrow. This ruined my christmas, new years, and my anniversary because I was so broke and behind on bills. Being a service writer myself at another business, I know how much these repairs cost and I know for a fact they still made plenty of money while robbing me. My warranty company was happy to pay for repairs had the service writer, ****, done his due dilligence. I know warranty companies take a lot of time to deal with, but this was beyond wrong. I will make sure everyone I come into contact with does not go here if they dont make this right. I have been trying for months to get someone to reach out to no success. Please do something. This is so so wrong.

  Business Response

  Date: 05/30/2023

  Customer initial concern of check engine light on with EPC and vehicle stalled a number of times. Claim was called into **************** extended warranty (Veritas) with approval to Remove and Replace injector harness and unrelated concern of Remove and Replace Thermostat housing. Repairs were completed and vehicle was tested and verified all operational. Service advisor attempted to collect payment from extended warranty Veritas for completed work. Veritas was requesting more information with completed repairs. **************** was interested on picking up vehicle. Management got involved explaining situation of attempted payment collection through clients extended warranty. All parties were in agreement that claim was submitted was accurate and a covered component. Service manager explained vehicle could not be released till payment was issued from Veritas. **************** wanted to take completed vehicle and sort out issue with extended warranty at a later date. **************** and management agreed to reduced cost from $2,665.87 to final total of $2,100.00. Service was paid in full and vehicle was released. Service advisor with management attempted to work with extended warranty with no success. 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20078131
  
  I am rejecting this response because:
  

  This is not 100% true as you all left out the part where ****, my service advisor admitted that he did not send additional information requested by warranty company (Veritas). He said that he was so sorry and that his manager would not allow him to discount the prices more. Again, being a service advisor for one of your competitors, I know exactly what these things should have cost. at minimum, I should have been charged cost and absolutely no more. I was not offered any resolution of any kind other than to just pay it myself. My two year old had her most expensive santa goft returned to provide gas money and food until the following pay period. Mind you this was a few days before Christmas. Absolutely NO empathy and sold me a bunch of lies. I am considering taking this matter to civil court since Veritas is prepared to stand by my statement. It has been MONTHS and I have gotten absolutely no retribution for what happened to me. Veritas agreed to pay for repairs pending all required info. I deal with extended warranty companies and vehicle service contract companies all day long in my work and I would NEVER treat a customer this way. 
  Sincerely,
  
  ******************************

  Business Response

  Date: 06/06/2023

  Heritage Volkswagen was in the process of working with extended warranty on covered component. Consumer was requesting to pick up vehicle prior to payment to have vehicle for prior arranged trip. The option was offered to consumer to have Heritage Volkswagen reduce to lowest possible cost in which both parties agreed too. This was the only option that would allow vehicle to be released. Service team would continue to work with extended warranty with no success. Consumer agreed to lower cost with possible rejection from extended warranty. This possibility was discussed, consumer stated she take this up with extended warranty. 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20078131
  
  I am rejecting this response because:

   

  This response is dishonest which truly reflect the way they conduct business. I did not request to pick up my vehicle early. My Service Advisor, **** called me to let me know my vehicle was ready. He asked me to give him 3 hours to wait for payment from the warranty company. Again, after 4 hours I arrives to pick up. He told me word for word that the warranty companied came back and denied the claim due to them not receiving photos and info they requested from ****. I did not agree to a discounted cost, I was told that was the only way to get ny vehicle. No one said anything about continuing to work with Veritas to get payment. Veritas was contacted by me after this event occured- they said that they never received sufficient requested info regarding necessary repairs and never approved any actual repairs. Heritage VW ************ did these repairs AND some unrelated repairs with no approval. They willingly took my money right before Christmas allowing me and my daughter to leave there with absolutley no money left and still had the nerves to say Sorry, Merry Christmas I hope it gets better. The way this business is ran is completely unethical and immoral. 
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:05/13/2023

  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.

  April 11, 2023 at 9:24am I pulled in earlier than my 10am appointment at Heritage Volkswagen in Union City, GA. I was told my service rep ************************* would be with me shortly. I was told he was busy and they didn't want me waiting too long so I was referred over to a different service advisor. I explained my issue that my check engine light was on and I had the diagnostic codes for the issue. 2 of the spark plugs (2 and 3) were misfiring. I was told they have to run diagnostic on their own machine and I was also told there were 3 recalls on my car which they could resolve 2 but the 3rd they did not have the parts for. I was told it would be a few hours and did i want to leave my car I said yes because I needed to get to work. Around 440pm I called and asked what was going on with my car and was told they had not even touched it they were behind but they would get to it first thing in the morning. Needless to say they did not get to it the following day (Wednesday), nor did they get to it on Thursday each day I had to go to the dealership for updates because no one would call me or tell me what was happening. After they finally got to it Friday when I got to the dealership around 4 something they said it would be ready by 6pm that day but no one called me I literally had to show up to find out this information. But they had only fixed the recalls the actual issue I brought my car in for the check engine light was being caused by carbon buildup and it would be between 1400-1500 to repair that but if I wanted my car on Friday they would not be able to have it ready and do that repair. So after keeping my car for 4 days the issue i brought it in for was not resolved. When i finally was able to pick up my car they charged me ****** for the diagnostic that i didn't want done because I came in with the codes and never offered anything for holding my car for over 5 days! No discount, no loaner nothing!

  Business Response

  Date: 05/30/2023

  Consumer ************** scheduled appointment on April 11th. Vehicle was written up for concern of check engine light. At time of service, 2019 Volkswagen Atlas was at ****** miles putting vehicle outside manufacture warranty by ****** miles. ************** provided information of previous aftermarket scan of misfire of multiple cylinders. Diagnostic and recalls were performed within reasonable time. Final diagnostic was determined to have excessive carbon build up this was not a direct fault stored. ************** was given estimate and therefore the only charge was for the diagnostic totaling $169.95. This is charged whenever work is performed outside of warranty and estimates for repairs are declined. Vehicle was paid in full for all non-warranty concerns and vehicle was returned to **************.

• Initial Complaint

  Date:03/25/2023

  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 brought my car in on July 9th, 2022 to have the diesel exhaust system replaced and did not get my car back until March 3rd, 2023. On July 9th I was informed by ******************* that my car was covered under the ** extended warranty and they have a loaner vehicle ready for me. I initiated several complaints in the beginning of this process to try to open up communication. On February 6th, I was informed by *************************** that my car was no longer covered under warranty, I have accrued a ****** dollar bill for the loaner now rental vehicle, and I now owe ***** dollars for my car to be repaired. I called the corporate line to file a complaint for the lack of communication, feeling scammed, rushed, and lack of customer service I have received. I have sent several text messages, emails and left plenty of voicemails with no response from anyone. I was notified on February 24th, 2023 around 7:30pm that my car was ready to be picked up. Due to work, I went a week later on March 3rd, 2023 around 10am. When I arrived, I was informed by ********************* that my car was in fact NOT ready and just left for a test drive. After waiting for an hour I was told my car was being detailed. About another hour passed before I was able to see my car. After inspection of my car, I noticed it was dirty. When I got into the car I noticed that there were several hand prints and stains from the technician. The technician used my sweater to blow his nose and wipe his hands. When I brought it to the dealerships attention, I was called a liar. Upon driving off I realized the car now shakes when I drive. I sincerely feel my car was sabotaged due to the several complaints I have made against them. I now have more problems which were never diagnosed since my car has been returned to me. I am unsatisfied, unhappy and very disappointed in this establishment.

  Business Response

  Date: 04/03/2023

  Clients vehicle was brought in for a check engine service diagnostic under customer pay. Car was diagnosed and parts were on national back order. Customer was put into rental vehicle at no charge. The initial concern was communicated to be under a VW warranty extension. After further review with Volkswagen the vehicle was not covered under this warranty extension, and this was then communicated with the client. Dealership gave an estimate for repair of approximately $3,000 and let the client know that she would not be responsible for any amount of the rental bill and the dealership will be covering the cost. The client would now have to make a decision to approve the repair, or return the rental in approx. one week with no charges if they decided to not approve the repair. Customer ultimately approved the repair, and the work was completed. At pickup there was few concerns that were brought up by the customer as the car had been at the dealership for over 6 months. These issues were resolved including a $50 check that was mailed back to the customer to compensate for a damaged sweater. The dealership was not aware how the sweater was damaged but offered the check as a gesture of good faith. Our dealership paid a $10,000 rental cost to provide ****************** a vehicle for over 6 months while the parts were unavailable. The dealership has to comply with all warranty guidelines per the manufacturer (VW) and unfortunately this repair was not covered under any warranty. As a dealership absorbing the cost of the rental was the right thing to do but the cost of the repair on a 2012 with over ******* must be paid by the customer. Please let us know if you have any questions or need any additional information. Thank you.

• Initial Complaint

  Date:02/21/2023

  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 2017 VW Passat from Heritage VW on 8 Feb 2023. During the test drive of this vehicle with the salesman, "low fuel" cautions were appearing on the vehicle radio's glass touchscreen, which the salesman couldn't clear off via the touchscreen. I didn't think much of it at the time as theres a lot going on during a test drive. After I purchased the vehicle, I noticed the radio glass touchscreen was not working. This was not disclosed during the sale of the vehicle, even though the salesman was well aware of the fault. In subsequent discussions with this salesman on this exact topic, I said he needs to "make this right". He agreed and on 14 Feb ***************** to Heritage VW's service department where I made a service appointment for 21 Feb 2023 to have this repaired. On 20 Feb 2023 I called the service technician with questions I had, specifically how much is the diagnosis fee?, he replied about $160. I then asked him if anyone from Heritage VW made any accommodation to pay that fee? He placed me on hold for a few minutes and returned and said, "just bring it in and we'll figure it out". I found this situation completely unsatisfactory and canceled the service appointment."Making this right" means Heritage VW covers the fee to have the vehicle diagnosed, and covers the costs for parts and labor to repair or replace the vehicle's factory radio with one that is fully functional.

  Business Response

  Date: 03/08/2023

  Customer *******, was contacted by sales representative and service manager. Service appointment was scheduled to inspect items in question, which customer ******* did not show or call to reschedule. Service manager reached out to customer ******* to discuss opportunity for service inspection with no answer or return phone call. Service manager **************** can be reached at ************