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:02/17/2025

  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 went to get an oil change and routine inspection at the dealership on 2/08/2025 as it is part of my warranty that I am paying extra for and is included in my car note each month. I informed them I was going on a road trip the next day and that is why I was there. The next day when I leave for my road trip, a few hours in my oil light comes on. Me and my boyfriend pulled over to the next gas station and checked the oil. There was little to none oil in my car. We thought maybe there was a leak. So we bought oil at the gas station and filled up my car. We proceeded with the road trip and the oil light was no longer on. We went all the way to *******, drove around ******* for a week, came back to Chicago, and my oil is still ok. This tells me the service I am paying extra for is not being provided. This could have caused serious issues on my brand new car. We had an ****** in ******* and parked on a driveway. We made sure to check for leaks each day. There are no leaks on my car. I contacted the business and spoke to ***** the manager. He told me someone who has been doing this for 20 years provided the service and hes sure it was provided. As a customer who bought two vehicles last year and makes all their payments on time, I am beyond disappointed and can no longer trust they will provide the service I am paying for.

  Business Response

  Date: 02/20/2025

  We have contacted the customer and resolved the issue. 

• Initial Complaint

  Date:07/17/2024

  Type:Customer Service 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 made a deal on a vehicle, asked for deposit and paperwork and released loan and check to them only for them to call me 2 hours before I was planning on arriving (unfortunately was out of town in this process) for them to tell me just to let you know this vehicle sold.Now my credit lender has to stop payment and cancel a loan I signed documents on and rehit my credit to reapply.

  Business Response

  Date: 07/18/2024

  Im sorry to hear about your visit. 

  I will call you personally to try and resolve. 

• Initial Complaint

  Date:07/15/2024

  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.

  07/03/2024 I went in to get a warranty work for my ABS and was granted the warranty work. I had a check engine light and I asked the lady working there that "for 1 hour" I like you to tell me what is wrong with my car. She said that for 1 hour I will tell you what is wrong with the check engine light. After them working on car approximately 30 min they said they need another hour. I told them I said "1 hour" for you guys to tell me what is wrong with my car. They needed another 200. I did not want to pay and they said we can do it for 100. I told them to stop. I wanted to use just one hour to find out what is wrong with my car. I asked the girl before and she said I will tell you what is wrong with your check engine light for 1 hour. They wanted another hour, for 200 then they reduced it by 100. I did not want that. They told me they can tell me what is wrong with the car for 1 hour. This is a scam! They say 1 hour then they ask for another and it keeps going. I did not get a result that will tell me what is wrong with my car since they did not finish. I had to pay ****** to get nothing. Please I like my money back.Sincerely,*********************

  Business Response

  Date: 07/15/2024

  Yes I know you already spoke to *********************** and we are refunded you $100. The check will be mailed to you this week. 

  Thanks 

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21989799
  
  I am rejecting this response because: 

  They said they would send out the 100 last week by weekend.  I like my full refund since I never got results from the 200 I spent.  Please give me my money back.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/15/2024

  We performed the requested work and let you know the engine is low on pressure. 

  It would take more time to tell you exactly where the misfire and pressure loss was coming from so we stopped as requested, but we performed the inspection and informed you of the pressure loss we found. The $100 check was sent out today as agreed. 

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  On September 20, 2023, the dealership cancelled the service contract they packed into my financing. The contract amount was for $2,800. The illegal service contract is cancelled, but the refund hasn't been issued as of September 25, 2023. My credit account is currently accumulating interest on the $2,800.I called the dealership today (September 25, 2023) and they are stalling for some reason. They refuse to issue the actual refund.

  Business Response

  Date: 09/26/2023

  Hi *****,

  This is *** from City VW. I called and left a message, but I wanted to confirm with you that everything was cancelled, and the check was mailed out with tracking.

  Sorry that you had an unpleasant experience, but I am glad my team cancelled the products and issued a full refund quickly for you. 

  Let me know if you need anything else. Thanks 

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20652554
  
  I am rejecting this response because:

  The check hasn't posted to my account as of September 29, 2023. 

  Provide tracking information + a copy of the check that was sent. 

  Regards,

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

  Business Response

  Date: 09/29/2023

  Hi *****,

  I attached the copy of the check showing a full refund along with the original tracking number that was sent to your personal email on Monday September 25th. As you can see it was shipped that same day overnight. 

  I also proof of delivery from **** site showing the check was delivered on Tuesday the 26th. It may take a couple of days to reflect on your account depending on how soon VW Credit applies the credit, but as you can see we did everything on our end promptly. 

  Thank you again for your business and let me know if there is anything else I can do to help. 

   

  Thanks 

  Customer Answer

  Date: 09/29/2023

   
  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.

  Note: none of this would have happened if the finance manager (******) didn't pack the financing with a service contract that wasn't communicated to me by the salesman. 

  Furthermore, the only reason I received the refund (on a timely basis) is because I escalated the issue to BBB and the State Attorney General. ******** really thought he was going to drag his feet with me.

• Initial Complaint

  Date:06/13/2023

  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.

  In October of 2022 I brought my car in to city Volkwagen of Chicago, located ************************************* I was expecting a fast repair seeing that I only needed levers for my **** vw Touareg v8 air suspension. I was informed by ****** a service provider that the job would be done and theyll contact in a couple of days. About a week went by and I was contacted. When I came to retrieve my vehicle it was in in active mode. They tried to claim it was something on my behalf that was already happening . They gave me a script about certain things I know wasnt wrong with the car. After having my car for 8/9 months, a simple suspension lever replacement ended up being a ECM replacement with numerous other modifications or repairs. I had to call and threaten the business with a lawsuit in order for them to release my car and now its not the same it drags and has to be jumped whenever I need to move it I brought a reliable vehicle in for a simple repair and I regret every minute of my decision Im Forced to sell the vehicle because the things thats going on with it I have no money to repair and ever time I take it back to Volkswagen to see the issues arising they give me some sob lame excuse as if its because the car is old . I had the car for about two years and Ive been to numerous locations in hope getting my air suspension done correctly after almost putting in the car what I paid for it Im forced to sell it now because whatever Volkwagen did to it is causing malfunction in ways that are dangerous to myself and other drivers. I dont recommend using this location for anything. Theyre fraudulent and the. Damages caused by their technical team causes one to wonder about the whole business capabilities. Its not honest to cause complications with a customer vehicle then throw the blame on the customer. While in the process of not communicating the issues , I wasnt provided with a loaner or anything.

  Business Response

  Date: 06/15/2023

  ************** specifically came in to have the front levelling sensors put on his vehicle which he had diagnosed elsewhere. He said he had issues with several other aftermarket shops with the level sensors for the suspension and wanted us to install. 
  We repaired the vehicle per the customers requests. Upon pick up, vehicle had a starting issue.  During inspection, standing water near his fuse box and electrical components was found that could be a reason for his truck not starting.  After long diagnosis and repair due to the age of the vehicle and discontinued production of parts for the vehicle, the causal for the vehicle not starting was wiring underneath the car along with fuses and relays that were already damaged due to the standing water. Customer had a plastic bag covering the fuse box to try and keep water away from the electrical components. Once we replaced everything and vehicle was running, we replaced the fuse box cover and covered the box properly. With the age of the vehicle (17 years old), the vehicle had electronic codes stored for the check engine light prior to us looking at the car, a damaged driver front seat frame that we repaired to prevent it from rocking back and forth while driving which is extremely dangerous. The vehicle had faulty ignition coils in the truck because it was misfiring terribly, and we wanted to at least make it run as well as we could for what we had.  The car does not start at times due to a faulty brake switch which sticks, and it was keeping the brake lights on and causing the battery to drain. Additional level sensor malfunctions are due to the rear level sensors failing which the customer did not want repaired, only the fronts were repaired per customer request.  The list can continue if a more in-depth inspection on the truck is performed. He declined everything at that point and picked up the vehicle. He reached out after driving the vehicle approx. **** miles and stated the vehicle was sluggish and had a check engine light on.  At this point, there is not much more we can do to the vehicle due to the age and condition.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20178335
  
  I am rejecting this response because: as mentioned in the response from Volkswagen the car is old and thats not the issue the issue is that I brought my car in for levers and ended up transitioning to e ecm/ecu being replaced a wiring issue ignited coils or spark plugs being touched when my initial job was a leveraged issue suspension. Upon dropping the vehicle off I was informed that an inspection would be did and I told them I didnt have the money for the inspection just the amount to get the levers put on which was **** with the inspection included. If any of these issue were from water being stored anywhere why was my car starting and not stalling before any of the issues supposedly arised .. I dont understand how they can say the fuse box not being cover started issues with my ecu/ecm . And I had the car for almost a year and a half before bringing it in . All the other shops was able to start the vehicle without interruption its when I brought the vehicle in to Volkswagen that this dragging issue and oil leakage and gas leak and 02 sensor readings start popping up . I dont accept the response of Volkswagen and Im seeking legal aid to assist in the matter . Dont hire technicians thats unprofessional or unfamiliar with certain ************ recently going through a civil suit at the moment for similar reasons from an off brand mechanic shop . 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/19/2023

  I understand your frustration and we want to help.

  I will have the service director for VW, *******************************, call you directly. We will do everything possible to assist with your issue. 

  Thank you for your feedback. 

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20178335
  
  I am rejecting this response because: I heard this before and still its been trip after trip . Im cordial and respectful but seriously its a hazard the way the vehicle stalls.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/02/2022

  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.

  I left my **** golf on the 27th of September for servicing. I had a check engine light I wanted them to fix. They did not give me a timeline but I was expecting the have the car back within the next day. A few days go by and no call so I called them and they couldnt find the issue. They needed another hour of diagnosis. A few more days pass and the same thing happens. 3 hours in and they are not sure whats wrong. Its been about 3 weeks now and I still do not have a car nor do I have a timeline. **** asks me for 2.5 more hours because after a process of elimination they know what the problem has to be. My choice is to pay 3 hrs for nothing to be fixed or pay about 5 hours to have the car fixed. I give them the okay. Another week goes by and they tell me they were correct and they found the issue. However, they need an additional 4.5 hours to make the repair. I was under the assumption that the other 2.5 hours was to the fix the part. Now my options are to get the car back for $750 with no repairs or pay $3300 for the repair. Without much of a choice I gave them the okay again even though the car is not worth much more than the repair cost. They told me the car will be ready in two days tops. I call on the second day and they need to push back a few more days because they ordered the wrong parts. This whole situation has been very frustrating. I have not been given any real deadline for this repair and the price continues to increase. The communication has been very poor on their end and I have been stuck without my car for a few weeks now. I still do not have my car as of November 2nd. Their inability to find the issue, communicate properly, and work in a timely matter is costing me a lot of money and causing issues at my job since I have not been able to drive to work. I assumed a VW dealership would be the quickest and best option to repair my car, but I was mistaken.

  Business Response

  Date: 11/02/2022

  ******,

  My name is *******************************, the *** of the store.

  I want to help directly with this matter. I will reach out directly to assist. If you need anything else, please call me directly at the store.

  Thanks

  Customer Answer

  Date: 11/02/2022

   
  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

  Date:09/28/2022

  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.

  I writing this letter for concerns of defrauding, neglected, and damage of property. On January 8, 2022 I took my vehicle to City Volkwagen of Chicago for a possible oil leak. Volkwagen did their 5 points inspection and stated that the oil leak was coming from the Vaccum Pump. I had Volkwagen to to replace the Vacuum Pump, Spark Pluds, and a oil change were the only work I approved. I notice Volkwagen had also charged me for ****************************** $$189.99, Tire Rotation $29.95, and replacement of a Pollen Filter $45.00. These monies need to be refunded.I left Volkwagen and put the car in storage until July 11, 2022. I notice within a month and half that the oil leak was still happening. I took the car back to Volkwagen on September 10, 2022 and Volkwagen examine the car and came back and stated that the oil leak was coming from two other places and Volkwagen wanted to to paid an additional $850. I was taken back because that was the reason I brought the car to Volkwagen in the first place. To cover themselves Volkwagen tried to blame a different part of the car instead of taking responsibility of not repairing the car properly. On September 10. 2022 Volkwagen perform DSG Transmission on the car. The manager stated that they had accidently broke an item but ensure me they replaced the part. When I received the car back, I notice a loud sound when I started the car. I notified the Manager and immediately the Manager stated it sound like your exhaust. The had broken the exhaust while lifting the car but fail to mention that part.On September 12, 2022 I took Volkwagen survey and express my concerns including the broken item(s), and trying to scare customers to get things done that are not needed. I only dealt with 2 employees at this Volkwagen site.On September 15, 2022 I filed a complaint with Volkwagen of America expressing what had took place on the charges done in Janaury, 8th and the broken items on the car.On September 16, 2022 I

  Business Response

  Date: 09/28/2022

  Hello ****, 

  I am very sorry to hear your experience was this troubling. Let me speak with the service manager in the morning and get all of your repair orders together so I can try and assist in this issue. I will 100% make this right and do what needs to be done to rectify this issue. You will hear from me or the service manager ****** directly tomorrow. Have a good evening. 

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18143016
  
  I am rejecting this response because:

  I writing this letter for concerns of defrauding, neglected, and damage of property.  On January 8, 2022 I took my vehicle to City Volkwagen of Chicago for a possible oil leak.  Volkwagen did their  5 points inspection and stated that the oil leak was coming from the Vaccum Pump.  I had Volkwagen to to replace the Vacuum Pump (Disputing because the oil leak was never repaired $854.00), Spark Plugs, and a oil change were the only work I approved.  I notice Volkwagen had also charged me for ****************************** $$189.99, Tire Rotation $29.95, and replacement of a Pollen Filter $45.00.These monies need to be refunded.
  
  I left Volkwagen and put the car in storage until July 11, 2022.  I notice within a month and half that the oil leak was still happening.I took the car back to Volkwagen on September 10, 2022 and Volkwagen examine the car and came back and stated that the oil leak was coming from two other places and Volkwagen wanted to to paid an additional $850.  I was taken back because that was the reason I brought the car to Volkwagen in the first place.  To cover themselves Volkwagen tried to blame a different part of the car instead of taking responsibility of not repairing the car properly. 
  
  On September 10. 2022 Volkwagen perform DSG Transmission on the car.  The manager stated that they had accidently broke an item but ensure me they replaced the part.  When I received the car back, I notice a loud sound when I started the car.  I notified the Manager and immediately the Manager stated it sound like your exhaust.  The had broken the exhaust while lifting the car but fail to mention that part.
  
  On September 12, 2022 I took Volkwagen survey and express my concerns including the broken item(s), and trying to scare customers to get things done that are not needed.  I only dealt with 2 employees at this Volkwagen site.
  
  On September 15, 2022 I filed a complaint with Volkwagen of America expressing what had took place on the charges done in Janaury, 8th and the broken items on the car.
  
  
  On September 16, 2022 I received a call from ************.  The person stated that she was with Volkwagen of America.  She stated that she was calling to tell me that the Volkwagen Manager did not want me back at their site.  I in turn said, so Volkwagen is retaliating against me because I filed a complaint with Volkwagen of America.  After I the call ended I thought it was strange for Volkwagen of America to call that soon.  I redial the number and it was a Volkwagen employee pretending to be from Volkwagen of America,  This explain Volkwagen character, responsibilities to their customers and trust.
  
  On September 21, 2022 a week and a half after Volkwagen worked on my car on September 10th.I was driving home on I94 expressway headed east when the car steering wheel completely went out which almost caused a major accident and could have been died.  The engine light came on and the car started smoking.  I had to have the car tolled from the expressway.  I only drive this car 6 months out of the year which is a little over 5 thousand miles per year based on the milage on the car.
  
  On September 24, 2022 I filed a complaint with the ************************ still pending.
  
  I am seeking a refund of the items I did not approve and repairs for the damages done by broken and missing bolts when the car left ***************** on September 10, 2022.

   

  Warm Regards,

   

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

   

   

  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/04/2022

  Hey ****,

  I confirmed your vehicle is currently in our service department in Highland IN and you have been provided a loaner vehicle.

  I will continue to monitor and stay close to this process to ensure we right any wrongs done to your car. I will follow up via phone as I know more.

  Thanks