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:10/14/2024

  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.

  In 2017 I had tears in the driver seat of my car stemming from the seam. ** replaced the seat for free. I have now noticed tears in the new drivers seat stemming from the seams as well. I took my car in today to have them take a look at it to see if they could replace that one because there is an issue with the product if it is coming apart at the seams. I was told there is nothing they can do to help me. I have taken my car to the dealership for everything that needs done to it (oil changes, mechanical issues, replacing fans etc) I have spent a fortune there and have been a loyal customer for almost 10 years and think they should replace the seat at no cost since it appears to be a manufacture defect just like the last time.

  

  Business Response

  Date: 10/16/2024

  Back in 2017, customer brought her 2014 Jetta with 60k miles in to **. The issue was the seams on the seat were coming apart. Vehicle was out of warranty but not by much. We wanted to help out so we provided a complimentary replacement of her seat cover at that time and deemed it Goodwill to the customer even though no warranty on the seat existed at that time.

  Vehicle was brought in last month, 7 years later with 147k miles on it with the seat doing something similar as shown by the customer in the pictures attached. The vehicle being 10 years old with 147k miles is well outside any warranty consideration. Many vehicles that are 10 years old and have 147k miles on them see some seat wear and tear including bending at the seams. 

  Customer has done all oil changes here and all the complimentary recalls have been completed here as well. We appreciate the oil change business from the customer and would have liked her to speak with a manager while on site so a manager could look at the situation at that time. We always aim to please and try to help the best we can. 

   

• Initial Complaint

  Date:04/29/2024

  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 a certified preowned car from this dealership that only had one previous owner and 1000 miles on it. I was told that no other server says and then and well change were done on the car when I asked for service records prior to purchase. After purchasing the car at the end of October, it had issues at the beginning of March to which I took the car to ship and it has been in their service department ever since. One of the service representatives then told me that the car has been in for replacement of parts in September and I was not made aware of this service before purchasing the car. The dealer has ordered the wrong part or faulty parts multiple times and hasnt told me it would be done by a certain date and then does not contact me on that date and when I try to contact them regarding pick up of my car, they do not answer, and Then call me back later and tell me that the car will still not be done and they cannot give me a day when the car will be done. For example, they told me my car would be done this past Friday. They did not contact me at all that day, so when I called them , they did not answer. And told me that they would have the service department contact me on Monday which they did today and they told me that they did not have a date and that it would be a while till my car was done. I would like to have this issue resolved by either giving me a different car or getting reimbursed so I can take my business elsewhere, because I feel that they have not been honest, fair, or cooperative with servicing my car in a timely manner.

  

  Business Response

  Date: 05/06/2024

  The vehicle was sold as a certified pre-owned with around 1400 miles on it. There was a warranty item done on the vehicle before the sale. The car currently has around 9000 miles on it and was operating correctly since around 1400 miles. It has the manufacturer warranty on it and all repairs have been covered. A loaner car has been provided the entire time the vehicle has been in the shop at no charge. I am very sorry about this situation and totally understand the frustration. Looking back through the repair orders it shows we ordered the correct part and VW sent us a different part that didn't fit. We reordered the part and it was on back order so there was quite a delay. When the part came in, it was installed and didn't fix the problem. VW has told us they don't know what the next step is so they are sending out a regional technician to try to solve the issue. 

  I totally agree that we fell short though on communicating. Our communication was poor and I apologize for that. No matter what is going on we should be able to make time to communicate. As far as solutions go, we are currently working with you in efforts to have VW buy your vehicle back. If that doesn't work we are happy to assist on our side to swap you out vehicles. Either way, we aim to please and want a good resolution for you.   

• Initial Complaint

  Date:03/19/2024

  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.

  My car started to run funny so made an appointment to have it checked over and to fix a current recall. Well during the inspection they some how broke my fuel pump or fuel lines to where my car at the moment does not run at all. I drove it to the dealership so before they touched it the car was still running. After about 3 hrs they send me a quote for almost 8000 dollars and let me know that I have to approve the costs to get it to even run again and no promises as to if it will or not once they do one of the repairs. 1400 dollars worth. So instead of giving me a quote and letting me know what's wrong to anticipate costs, they completely disabled the car to where I either pay or have no vehicle. That was their options they gave me.

  

  Business Response

  Date: 03/20/2024

  Customer is stating to ******************** that she brought in the vehicle for recall and inspection since car was starting to run funny. Please see attached Work Order showing she came in stating "vehicle is leaking gas from around the fuel pump washer/seal under the back seat." She also stated that "engine has a loud knocking noise coming from the engine." 

  Service Advisor noted the gasoline smell could be observed immediately. Technician took two pictures of the leaking area (see attached). Here are the technician notes to me "these pictures are to show you , the 1st one is damage on top of the fuel tank to where it looks like the car was jumped and or hit right on the fuel tank damaging the body and causing the problem we are having now, now right on the black line there is where is was spraying out when it came in .. this allowed the car is still run but not great, in our attempt to see if it was the line or pump the line fell off with the ****** still attached. This was extremely unsafe and could have blown the car up at anytime with any spark on the road." 

  Customer was given the ******** estimate to repair the fuel leak and approved via text message. Parts are on order and should be here tomorrow to repair the vehicle.

  This vehicle was not sold by us and has never been in our shop for any service or repairs until this client brought it in. Anytime we see a car for the first time we are especially thorough with our inspection for our clients. In this case a thorough inspection brought up a lot of other issues with the vehicle. Our options with an inspection like this are:
  

  1) don't tell the customer anything else that is wrong with the car. Do not inspect. Only repair clients concern. Ignore any other issues.

  2) Do an inspection and tell the customer what is wrong with the car but don't mention any pricing for repairing/servicing the vehicle.

  3) show the complete inspection and repair/service options including pricing so customer can decide what they want to decline or accept. We also show items that will be due soon so client can prepare in the future for servicing/repairs upcoming. 

  We choose option 3 since customers seem to appreciate that the most. In this case an $8k bill for all recommended service/repairs probably seemed like sticker shock and I totally understand that. 

  The implication from the client seems like she believes we broke off her fuel line to disable her car and are gouging her for repairs. Fuel line was cracked and leaking. There was nothing intentionally done by us.

  Customer never called in to even discuss her frustrations, just went to the BBB the same day as she brought in her vehicle. The service director called to discuss and explain but client was not receptive to discussing anything at all. Client hung up on the service director after saying just fix it and call me when it's done. 

  We always make good faith efforts to help all clients and it's disappointing when we have a situation that doesn't end well.

   

   

   

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21455622
  
  I am rejecting this response because: regardless, YOUR MECHANIC STILL COMPLETELY BROKE IT OFF making my vehicle no longer run at all. If he could see where it was leaking from, then why did he go in to try to remove it? My vehicle has never been wrecked since I have owned it. Yes there was damage to the opposite side of the car when I purchased it, however it was not on the same side as the fuel tank so that's not right. Again, I could not leave with my vehicle yesterday because of what their mechanic did. Obviously it's a safety hazard, I get that...however it was still running regardless until yesterday. I would never have asked them to repair it until they literally disabled the car and gave me the choice of sure we'll fix it for the amnt quoted or what would my other option have been????? No car? That's a GREAT solution. I explained to their technician when I had got there that I needed to go to work after....so not sure why their mechanic would've even started tearing something apart when the machines they have as a dealership could've easily told them the issues. I'm not a mechanic, I don't know anything about cars however I know they had the equipment to at least just tell me what exactly was wrong so I could fix it on my own. Not get a 1400 dollar bill that will most likely be double this amnt because the first 2 issues they have listed pretty much go hand in hand, forcing me to be COMPLETELY out a vehicle or pay them to fix WHAT THEY BROKE. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/21/2024

  Here's a few screen shots of parts cost I can find myself. Exactly why I ONLY WANTED A DIAGNOSIS. Huge cost difference plus no labor fees. They gave me no choice to have to accept their offer because again they completely disabled my vehicle. Like I said yesterday, if the mechanic could see the source of the problem why did he take it upon himself to start tearing apart? Should've never even touched the car until they talked to me. He broke this part prior to anything being sent about cost of any service at all. When they sent me the cost of repairs to approve or decline my car was already completely non drivable. 

• Initial Complaint

  Date:11/30/2023

  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.

  We purchased a brand new 2022 Atlas Cross Sport on November 6th 2021 and it had just arrived off the truck so it needed to be calibrated before we could take it home. When we got it home we noticed the brakes grinded when stepping in the brakes. We figured since it was a brand new car they needed to be broken in. Well a few months later I was in an accident because the car in front of me slammed on his brakes and my automatic braking system didnt go on and my brakes just grinded like metal in metal instead of stopping the car. We had the car fixed and chalked it up to just being an accident. A few months later we took it in to the dealership for its recall repair and my husband brought this brake grinding issue up to the service guy and he told him that they have had other people comparing about the grinding brakes but its totally normal. The guy checked the pads and said they were fine. *** owned a lot of brand new cars in my life and never have I ever had brakes grind like this. There is something wrong with this cars braking system and they still grind to his day when coming to a stop and I know this is NOT a normal thing. Getting Boise VW to do anything about it gets no where. Weve even tried trading it in as I dont feel safe driving around in this car ESPECIALLY now since having a baby. Its just not a safe car in my opinion. I want Volkswagen to admit this is not a normal occurance and take some responsibility. Take the car in, go drive it around and slam on the brakes and see for yourself. Do a full inspection of the cars braking system not just the pads.

  

  Business Response

  Date: 12/10/2023

  Our primary goal is to repair vehicles properly and have satisfied customers. Looks like we did a poor job with communication with the customer a year ago when this issue was brought to our attention. Last week, we reached out to the customer and invited them in. They dropped off their vehicle with us for the week. We tried to duplicate the grinding sound but couldnt. We took video of the brakes, rotors and connecting parts to show that there doesnt appear to be anything wrong. We brought in customer to drive along with our master certified ******* and service manager. During the drive they couldnt duplicate the issue. We are more than happy to repair the vehicle and we would like to make the customer happy. We asked the customer that if the vehicle is acting up at any time, please bring it in. 

• Initial Complaint

  Date:09/01/2022

  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.

  On August 30, 2022, I ******** *******, resident of the state of Montana, city of Red Lodge, was driving to state of Idaho and the dealership to purchase a vehicle. When we arrived we were provided with a key for the vehicle to test drive it. Upon return we decided we would like to buy it. We went through the trade in process and within 30 minutes we signed with finance. When we were ready to leave, the sales person provided us with a single key to the above mentioned 2022 vehicle. I asked where is the second one, since those keys have a lot of electronics and they are expensive. She assured me that she will find the previous owner and give him a call for the other key and get back with me. 2 days pass and no response. I called the used car manager Mike who didn’t return my call for the rest of the day. I then managed to get the other manager Scott and he said he is familiar with the situation and the first owner lost the key. I asked him why this was not disclosed in any documents or even verbally? He answered that they don’t advertise “used” cars with second key. They do not advertise, but they don’t disclose if they are missing either. No one even called to inform us that key is lost. Local dealer said that those keys are special ordered and take 5-7 days just to be delivered. If my key gets lost or stolen, this negligence will end up costing me towing services to Billings, MT to get the car to the dealer, loss of use for 5-7 business days and has to bring it back to Red Lodge. As a business owner this will result in huge profit losses as we use this vehicle for our cleaning business to transport and provide services.

  

  Business Response

  Date: 09/02/2022

  Customer is 100% accurate.  Our used vehicles are not advertised as coming equipped with 2 keys.  We did contact the previous owner as promised to try to locate the key for the customer.  The previous owner did not have the 2nd key.  She did call multiple people multiple times and does not understand that we may be busy and unable to return a phone as quickly as she would like.  We do have a legal form call a we owe that is signed by the customer stating vehicle sold as equipped nothing promised or implied, that signed form has been included.  The customer would not have to have her vehicle towed unless she looses the key to the vehicle that was provided to her.  If the customer wishes to have 2 keys for the vehicle she will need to purchase one.  The dealership is normally very helpful in these types of situations when the customer is nice.  The dealership asks that the complaint be dismissed as this is just another bullying tactic displayed by the customer to obtain something that was never promised in our legal and binding contract. 

  Customer Answer

  Date: 09/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: business is trying to get me the bully when I’ve promptly waited for days to be called back! The business is taking advantage of the fact that English is not our first language and yes it’s hard to understand what are you trying to accomplish with non disclosures. We have filed with the state attorney general and the Federal Trade Commission. As I mentioned in the review and all complaints if you were just admit that this was a mistake and will make sure that your future customers know, I would’ve been fine. Instead you are trying to take out A CUSTOMER AS A BULLY! This is beyond past normal. 
  
  Sincerely,
  
  ******** *******